MIS442

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1. List the various ways that DIAD improves customer service.

DIAD (delivery information acquisition device) is a key element in the business technology
platform of UPS. UPS was the first to use mobile wireless technology even before the invention
of smartphones. DIAD connects the delivery drivers to the UPS central system for tracking and
delivering packages.
The usage of DIAD has been beneficial to customers in various ways –
1. DIAD allows customers to know the status of their parcels. Whether it has been picked up
from the sender or if it’s on the way to delivery, customers get all the information instantly.
2. DIAD can send delivery information to UPS data repository as soon as the delivery is done.
And collects electronic signature from the customer so there’s always concrete evidence of
delivery.
3. Customers do not need a cellphone connection to contact with the delivery guy. DIAD app
includes ODS (on-demand services) that allows the driver and customer stay connected
throughout the delivery process. Customers get to direct the drivers such as – new drop off
location, delivery / payment types which helps with errorless delivery service.

2. Write out the steps a package takes from pick-up by a UPS driver to
delivery including the role of DIAD, the UPS Data Center, and the UPS
Package Center.
A package goes from many different steps from pickups to the customers’ location, all these
steps are heavily influenced by DIAD, UPS data center and UPS package center.
1. A driver first picks up the package from the sender’s location and scans it using DIAD. The
package information is then instantly sent to the UPS data center.
2. Then the package is sent to the nearest UPS package center to the drop off location. Where it
is again sorted and sent out by a UPS driver to the customer’s location.
3. The UPS driver takes the package through the most convenient route using DIAD.
4. Once the delivery is completed the driver again scans the package and takes the customers
signature with an electronic device. The data is instantly received by UPS.
This way UPS ensures transparent and secure package deliveries without any chance of mistakes.

3. What role does wireless communication play in the UPS systems? List the
different types of wireless connectivity and describe their function.
The DIAD, a device used by UPS includes multiple wireless connectivity options.
1. DIAD has a built in GPRS and CDMA cell phone and wireless local area network
connectivity to enable real time data transmission.
2. It also uses Bluetooth and infrared (IrDA) port to connect to customers devices such as –
printers/PCs.
3. It has GPS connectivity which allows to get detailed directions of pickup and drop offs.
4. DIAD allows delivery information to be sent just by scanning the barcode and pushing a
button. It doesn’t require any cell phone.

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