Knowledge Management Systems Report: UPS Case Study Analysis

This report provides a comprehensive analysis of United Parcel Service's (UPS) knowledge management systems. It begins with an introduction to knowledge management systems and their role in organizational operations, specifically within UPS. The report evaluates UPS's use of the Delivery Information Acquisition Device (DIAD) and its impact on data capturing and management, including the implementation of the BTOPP framework. It then explores the knowledge management problems and issues faced by UPS, followed by recommendations for improving its KM cycle and initiatives. The report also presents a new knowledge management model, key recommendations, and data illustrations, concluding with an overview of the effectiveness of UPS's KM strategies and their impact on customer service and operational efficiency. The analysis highlights the importance of technology and IT-based systems in UPS's ability to deliver services effectively.

Running head: KNOWLEDGE MANAGEMENT SYSTEMS
KNOWLEDGE MANAGEMENT SYSTEMS
Name of the Student
Name of the University
Author Note

1KNOWLEDGE MANAGEMENT SYSTEMS
Table of Content
Introduction....................................................................................................................2
Part A: KM system evaluation.......................................................................................2
Organisational operations...........................................................................................2
Knowledge Management Problems and Issues..........................................................3
Data Capturing and Management...............................................................................3
BTOPP Framework....................................................................................................4
Recommendation and KM Cycle...............................................................................5
Part B: KM System Recommendations..........................................................................5
Knowledge management Initiatives...........................................................................5
New Knowledge Management Model.......................................................................6
Key Recommendation................................................................................................8
Data Illustrations & Issues.........................................................................................8
Conclusion....................................................................................................................11
References....................................................................................................................12

2KNOWLEDGE MANAGEMENT SYSTEMS
Introduction
As discussed by Alyoubi (2015), knowledge management systems can be defined as
the different kinds of IT based systems that help in storing and retrieving knowledge and
improving the levels of collaboration within the organization. The organization is able to
locate the knowledge sources, capturing and using the knowledge and also enhance the
process of knowledge management. The proper enhancement of knowledge management
processes is able to affect the ways by which organizations can operate in a particular
industry.
The report will be based on the case study of United Parcel Service and the
knowledge management based process that is implemented by the organization in order to
management the employees and the knowledge levels as well.
Part A: KM system evaluation
Organisational operations
United Parcel Service or UPS is a local delivery service providing organization that
was established in the year 1907. The organization had initially started its business on West
Coast and had later expanded its operations in New York in the year 1930. UPS currently
delivers more than 14 million packages to the customers on a daily basis to customers who
are a part of more than 100 countries in the world (Arpaci 2017). The packaged delivery
services of the organization have been revolutionised in the year 1991. The major goal behind
the usage of packaged delivery services is based on increasing the levels of flexibility in the
field transmission based capabilities in the organization. The knowledge management system
that has been implemented by United Parcel Service was known as Delivery Information
Acquisition Device or DIAD.

3KNOWLEDGE MANAGEMENT SYSTEMS
Knowledge Management Problems and Issues
As opined by Asrar-ul-Haq and Anwar (2016), the major knowledge management
based issues that have been faced by the organization are based on the proper tracking the
packages and gaining information related to the pick-up timing from different locations. The
time that will be required to deliver the package can also be easily tracked by the customers.
The information based on drivers of UPS also need to be gained by the organization
(Centobelli, Cerchione and Esposito 2017).
Data Capturing and Management
The data based on the customers can be captured by the organization with the help of
different knowledge management systems that are developed. Knowledge management has
an impact on the ways by which the organization is able to maintain the delivery services that
are provided to the customers. The data based on the customers are managed in an effective
manner with the help of the implementation of DIAD that has been discussed earlier (Hislop,
Bosua and Helms 2018). The operations of DIAD has been improved and this has led to the
formation of DIAD IV that includes many wireless options. The implementation of CDMA
and GPRS are an important addition to the DIAD based technology that has been developed
by the organization. The GPS services are also able to play a major role in the ways by which
the organization is able to maintain the operations (Jyoti and Rani 2017).

4KNOWLEDGE MANAGEMENT SYSTEMS
United Parcel Services
(UPS)
DIAD (Delivery
Information
Acquisition Device)
DIAD IV
Tools
Employees and
drivers of UPS
Retrieving data
of customers
BTOPP Framework
Figure 1 – BTOPP Framework
Source – Created by author
The direction that has been set by United Parcel Services or UPS is considered to be
effective for the operations of the organization and the ways by which it is able to maintain
its position. The proper maintenance of knowledge is also based on the ways by which the IT
based system of the organization is able to help in proper maintenance of data. The data of
customers can be effectively maintained and used by the organization in order to deliver the
packages to the customers within the stipulated or estimated time (Jyoti and Rani 2017).

5KNOWLEDGE MANAGEMENT SYSTEMS
Recommendation and KM Cycle
The implementation of GPS has been able to play a major role in the ways by which
the organization is able to maintain the data and analyse the process of providing the
packages to customers. The GPS or Global Positioning Satellite technology needs to be
improved further in order to maintain the operations of the organization in the industry. The
communication process that has been formed by the organization also needs to be developed
further in order to maintain the information based on drivers and the customers as well
(Santoro et al. 2018).
Part B: KM System Recommendations
Knowledge management Initiatives
The improvement of DIAD based technology through incorporating GPRS system
and further development of DIAD IV has provided major levels of support to the
organization. The work process of the drivers has also been affected in a positive manner by
the support of the technological base of DIAD IV with incorporated GPS and GPRS location
detection system. DIAD IV will be upgraded with GPRS that can implement new systems
that are able to maintain the delivery process and to provide alerts to the drivers as well. The
memory capacity that has been increased in the devices is considered to be helpful for the
organization to provide the best levels of services to the customers (Elias, Ghani and Mohd
2018).
The knowledge management process or initiatives that have been implemented by
UPS or United Parcel Services are able to provide major benefits to the organization. The
delivery information that is provided to the main repository system of the organization is used
in order to complete different transactions in an effective manner. The On Demand Services
or ODS based facilities are also considered to be highly important for the ways by which UPS

6KNOWLEDGE MANAGEMENT SYSTEMS
or United Parcel Services can maintain the operations (Centobelli, Cerchione and Esposito
2017). The drivers need log in to the ODS systems on a regular basis in order to provide the
messages to the company. The pick-up related information can be used by the organization in
order to develop the entire process effectively. The data is used in combination in order to
develop effective technologies and increasing the speed of services. The customer
experiences are also improved with the help of proper usage of technologies (Elias, Ghani
and Mohd 2018).
New Knowledge Management Model
A knowledge management cycle is considered to be a process that is used for the
proper transformation of information into knowledge within the organizations. The process
by which knowledge is captured and then processed and distributed is considered to be a
major factor that has an impact on the knowledge management process (Asrar-ul-Haq and
Anwar 2016).

7KNOWLEDGE MANAGEMENT SYSTEMS
Driver Database Input
matrices
Current location (GPS)
Pickup Confirmation
Delivery confirmation
Customer Input matrices
Customer ID
Pickup location
Product type
Product quantity
Delivery Address
Payment confirmation
Delivery confirmation
Delivery schedule
Customer Feedback
Driver Database Output
matrices
Pickup address
Delivery address
Product Type
Product Quantity
Customer output metrics
Payable amount
Payment Status
Current vehicle location
Delivery confirmation
Figure – Knowledge Matrices (Input, output and system matrices)
Source – Created by author

8KNOWLEDGE MANAGEMENT SYSTEMS
Key Recommendation
The most important part of the knowledge management process developed and
implemented by the company is mainly based on the ways by which the information based on
delivery can be used for delivering the services. The flexibility levels of the delivery process
can be improved with the help of proper management of knowledge with the help of DIAD
technology. The wireless network or technologies that have been implemented by the
organization is used in order to maintain the huge number of drivers and employees who are a
part of UPS or United Parcel Services. The next step of knowledge management process is
based on the ways by which the customer experiences can be improved (Jyoti and Rani
2017).
Data Illustrations & Issues
Knowledge variables or fields Input node Output Node
Customer ID Customer input System database
Pickup address Customer input System database
Product type Customer input System database
Product quantity Customer input System database
Delivery Address Customer input System database
Payment confirmation Customer input System database
Delivery confirmation Customer input System database
Delivery schedule Customer input System database
Customer Feedback Customer input System database
Payable amount System database Customer output
Payment Status System database Customer output
Delivery status and location System database Customer output
Delivery confirmation System database Customer output
Current location (GPS) Driver input System database
Pickup Confirmation Driver input System database
Delivery confirmation Driver input System database
Pickup address System database Driver output
Delivery address System database Driver output
Product Type System database Driver output
Product Quantity System database Driver output
Assigned Truck System database System database
Distance System database System database

9KNOWLEDGE MANAGEMENT SYSTEMS
Table-Knowledge variables tables
Source – Created by author

10KNOWLEDGE MANAGEMENT SYSTEMS
Customer input Driver Input Logistic details Product Details Customer details Service matrices Customer output Driver output
Order ID Order ID Order ID
Customer ID Customer ID
Pickup address Pickup location Pickup address
Product type Product type Product type Product type
Product quantity Product quantity Product quantity Product quantity
Delivery Address Delivery Address
Delivery
Address
Payment
confirmation Payable amount Payable amount Payable amount
Delivery
confirmation
Delivery schedule Delivery schedule
Customer Feedback Customer Feedback
Current location (GPS) Current location (GPS) Current location (GPS)
Pickup Confirmation
Delivery confirmation Delivery confirmation
Assigned Truck
Payment Status Payment Status
Payed amount
Distance
Variable Count Variable Count Variable Count Variable Count Variable Count Variable Count Variable Count Variable Count
9 3 6 5 4 4 4 4
Table-Knowledge Matrices distribution
Source – Created by author

11KNOWLEDGE MANAGEMENT SYSTEMS
Conclusion
The report can be concluded by stating that the process of knowledge management
has been used and developed in an effective manner by the United Parcel Services or UPS.
The organization had made major levels of investments in technologies in order to develop
the operations. The services that are offered to the customers and support provided to the
drivers of United Parcel Services are effective for the ways by which the organization is able
to maintain its operations. The organization has been able to maintain the operations with the
help of the proper usage of knowledge management based systems. Technologies and IT
based systems that have been formed by the organization are considered to be highly
effective for UPS in order to deliver its services to the customers.