Photo - PosLaju staff in action
Established in 1986, PosLaju provides a domestic courier and express mail service for the national postal service, Pos Malaysia Berhad. Recently, it upgraded its 'track and trace' service to provide real time information, implemented by communications solutions provider Motorola Solutions. Pos Laju's supply chain solutions' chief operating officer, Tuan Haji Nor Azizan Tarja, spoke briefly to Computerworld Malaysia of some of the enhancements delivered by this upgrade.
What were some of operational objectives that drove this project?
We wanted a track and trace solution that enabled visibility the moment the packages are on the road and outside courier offices. For this, the batch model was used, where the synchronisation of data is done once a day when the couriers return to the office, and dock the mobile computers into the cradle. We use advanced data capture technologies such as labels and barcodes to capture, track and manage key information to and from the different delivery points.
Once a package is received by PosLaju, its barcode label which is pre-printed on the consignment note is scanned. The package is scanned again just before delivery to the recipient. The use of barcodes provides distinctive package identification as each has a unique number or identifier. We had the support of Motorola's local partner to resolve technical issues on using the mobile computers.
In terms of business, we are committed to constantly explore new ways and means to raise our bar of service quality even while addressing our internal agenda to drive greater efficiency. Customer feedback is also critical to us. As a result we felt that we should provide our customers with access to real-time information on our courier deliveries and address any potential customer dissatisfaction that may arise in this area.
Besides, it would deliver added benefits to the management giving them the ability to take quick decisions based on real time information. Therefore, we sought to implement a track and trace system that would provide end-to-end and detailed visibility on the deliveries, across countries and modes of transport, in a single integrated track and trace view.
We follow a very stringent selection process at PosLaju, including rigorous testing and evaluating the all-round value that a company has to offer. We looked at several leading brands and solution providers in the market before deciding in favour of Motorola Solutions. What they offered was proven technology, a satisfied customer base that included many from the world's leading brands, innovative and durable mobility products that ensure investment assurance, strong local partner support and clear experience and understanding of our mobility needs.
We chose to roll out Motorola Solutions' MC3000 series of durable mobile computers for use by PosLaju couriers. Implementation started in 2007 and we worked with Motorola Premier Business Partner Grand-Flo Spritvest (then known as Spritvest), and jointly developed the front-end application for the Motorola Solutions MC3000 series mobile computers as part of the track and trace system for PosLaju.
Could you compare the before and after difference this implementation has made and outline some of the business benefits it has delivered?
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