UPS Enterprise System Implementation: Challenges and Impact Report

This report delves into the enterprise system implementation at UPS Corporation, highlighting the company's initial struggles due to a lack of technology integration and manual processes. It discusses the problems UPS faced, including inventory control issues, shipping errors, and poor customer service, and how these issues impacted the company's market position. The report then explores the nature of the implemented enterprise system, focusing on its ability to analyze external factors, maintain customer databases, and enhance the transportation system. It also addresses the difficulties encountered during implementation, such as employee resistance and legal issues, and proposes solutions like training and motivation. Finally, the report concludes by examining the positive impact of the enterprise system on UPS, including improved operational efficiency and customer engagement. Desklib provides access to similar reports and solved assignments for students.

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Executive Summary
This report discusses about the enterprise system implementation in the organization. This report
has been focused on the UPS Corporation. The item assembling of the UPS Corp have been
comparable in bundling that have been making mistakes amid picking and transporting to the
clients. The bundling points of interest of the items have been off-base because of human
mistakes. The organization does not have any sort of data innovation reconciliation.
In this way, record of the bundling points of interest have not been appropriately refreshed in the
organization. This have been making issues in keeping up a solid association with the clients.
The implementation of the enterprise system in the company has been discussed in the report.
This report focuses on the failures of the company in the market in their early stages. The use of
enterprise system in the UPS have been discussed in the report. The risks and challenges in the
implementation of the enterprise system have been discussed in the report. The positive impact
of the enterprise system has been discussed in the report.

Table of Contents
Introduction......................................................................................................................................4
Problems and Opportunities............................................................................................................4
Nature of enterprise system.........................................................................................................6
Difficulties in implementing enterprise system and solutions.........................................................7
Impact of enterprise system on UPS Corp.......................................................................................9
Conclusion.....................................................................................................................................10
References......................................................................................................................................11

Introduction
Business organization have been facing a lot of dynamic challenges with the change in
the time. In this globalized time, businesses have been requiring various strategic thinking for
developing their businesses in the market. The proficiency of the tasks have been expanded in
the advancement of organization in the market. The transportation arrangement of the
organization has been created in the market with the usage of the endeavor framework. The
framework has ready to examine outer elements including their clients and developing business
commercial center. The client database has been kept up appropriately with the assistance of the
venture framework. A sustainable advantage happens on implementing a value and creating
strategy of different values and implementing them in a correct fashion. The goals of the
corporate strategies have been based on commitments, decisions and actions needed by the firms.
This report focuses in the business implementation strategy of United Parcel Service, Inc.
(UPS). The company has recovered from struggling in the market with the help of various
factors. These factors have been described in the report. The nature of the enterprise and
processes selected by the organization have been discussed. Various risks and challenges faced
by the organization in implementation. The success rate of the adoption of enterprise system
have been discussed in the report.
Problems and Opportunities
According to the case study, UPS and Fed EX have started its business in 1980s as a
truck delivery and airfreight company. However, within 10 years of business span, Fed Ex has
been an emerging player in the market due to its large culture of the company with embracing

technology in operations1. On other hand, UPS has been a failure due to less technical changes in
the processes. UPS has been facing problems in their inventory control and strategic
management. . UPS has able to develop an action plan in order to focus in the client enabled
technology. This system has been offering a lot of functionalities and services to the growth of
the company in the market. The efficiency of the operations have been increased in the
development of company in the market. The company has been putting wrong boxes on wrong
trucks that have been causing wrong and ate delivery of boxes.
The expense of the transportation have been increased in the market for the company.
The wrong delivery have been causing bad image of the company in the market2. Various human
errors have been happening in the UPS Corporation as they have not used any kind of technical
perspectives. The transportation system of the company has been developed in the market with
the implementation of the enterprise system. Manual entry of data and information, multiple
systems handling and redundant processes for utilizing data have been major risks and
challenges for the company3. The company has been facing problems in shipping errors by
putting wrong address over the packaging. The company has not been digitalized and integrated
with the technology era. Therefore, these have been creating technological gap in the company.
The customer services have been ruptured due to unable in handing client phone calls and
increase in the number of phone calls in daily basis. As the business is growing the number of
phone calls have been increasing in daily basis. However, the company is not able to handle
1 Haake, Phillip, Silvia Schacht, Benjamin Mueller, and Alexander Maedche. "Enterprise System Renewal-The
Divergence Between Perception and Reality." (2017).
2 Ann Sykes, Tracy. "Support structures and their impacts on employee outcomes: A longitudinal field study of an
enterprise system implementation." MIS quarterly 39, no. 2 (2015).
3 Sykes, Tracy Ann, Viswanath Venkatesh, and Jonathan L. Johnson. "Enterprise system implementation and
employee job performance: Understanding the role of advice networks." Mis Quarterly 38, no. 1 (2014).

much number of calls at a time. The product manufacturing of the UPS Corp have been similar
in packaging that have been creating errors during picking and transporting to the customers4.
The packaging details of the products have been wrong due to human errors. The company does
not have any kind of information technology integration. Therefore, record of the packaging
details have not been properly updated in the company. This have been creating problems in
maintaining a healthy relationship with the customers.
There are several opportunities for the company to grow on the market. The integration
of the information technology might help in maintaining a proper approach in the development if
the company in the market. The use of technical domain in the company might help in
minimizing the human errors during packaging and delivery of the products. The company has
recently integrated with an ERP system that has been helping in reducing complexities. UPS has
identified its internal competencies and assets and prepared a SWOT analysis for the company5.
Both external as internal factors affecting the growth of the company have been analysed. The
company have found a tremendous transporting system in their operation after performing
SWOT analysis.
Nature of enterprise system
The UPS Corp. has able to identify its problems and challenges in the operations. The
company has decided to adopt an enterprise system in their operations. This might help in
reducing the human error in the company. UPS has able to develop an action plan in order to
4 Wang, Hongfeng, Yaping Fu, Min Huang, and Junwei Wang. "Multiobjective optimisation design for enterprise
system operation in the case of scheduling problem with deteriorating jobs." Enterprise Information Systems 10, no.
3 (2016): 268-285.
5 Sedera, Darshana, Norbert Gronau, and Mary Sumner, eds. Enterprise Systems. Strategic, Organizational, and
Technological Dimensions: International Workshops, Pre-ICIS 2010, St. Louis, MO, USA, December 12, 2010, Pre-
ICIS 2011, Shanghai, China, December 4, 2011, and Pre-ICIS 2012, Orlando, FL, USA, December 16, 2012,
Revised Selected Papers. Vol. 198. Springer, 2015.

focus in the client enabled technology6. This system has been offering a lot of functionalities and
services to the growth of the company in the market. The efficiency of the operations have been
increased in the development of company in the market. The transportation system of the
company has been developed in the market with the implementation of the enterprise system.
The system has able to analyze external factors including their customers and emerging business
marketplace. The customer database has been maintained properly with the help of the enterprise
system. The nature of the enterprise system has been robust and flexible7. This has been
offering several services integrated with core transportation and related other functions.
The use of the enterprise system have been providing a keen approach to the
development of the company in the market. The transportation system of the company has been
enhanced with handling of logistics of the company. The database of the system has been
flexible and autonomous that have been helping in automatic updating on delivery and discharge
of products form the warehouse8. The centralize database system have been helping in
maintaining all data and information in the company. The IT integration in the enterprise system
has been maintaining a keen approach in the development of the company. The company has
installed two software packages including Package Flow12 and Trade Direct12. The first
software helps in identifying packages related with the loading of products over the trucks9.
Therefore, a series of maintenance of loading of products over the trucks have been maintained
6 Sharma, Sonakshi, and Tracy Ann Sykes. "Goal Orientations and Their Impacts on Advice Ties and Employee
Outcomes: A Longitudinal Field Study of an Enterprise System Implementation." (2018).
7 Alles, Michael, Gerard Brennan, Alexander Kogan, and Miklos A. Vasarhelyi. "Continuous monitoring of business
process controls: A pilot implementation of a continuous auditing system at Siemens." In Continuous Auditing:
Theory and Application, pp. 219-246. Emerald Publishing Limited, 2018.
8 Pollock, Neil, and Sampsa Hyysalo. "The business of being a user: The role of the reference actor in shaping
packaged enterprise system acquisition and development." MIS quarterly 38, no. 2 (2014): 473-496.
9 Brune, Kevin D., Nicole Gibson, Duane Valz, and Yevgeniy Eugene Shteyn. "Trigger associated notification
delivery in an enterprise system." U.S. Patent Application 14/798,913, filed October 6, 2016.

properly. The use of software package system have been helping in providing a keen approach to
the sequential loading of packages over the trucks. The Trade Direct12 does not allow retailers,
dot-com sites and other enterprises for tracking status of small packages. The web based
management system has been helping the company to increase their customer base all over the
globe. They have been able to engage large number of customers than before.
Difficulties in implementing enterprise system and solutions
There have been several difficulties in implementation Enterprise systems in the
company. Some of these problems have been discussed below:
Awareness among employees and staffs: The Company has been using traditional method
of business and getting failures at each time. The operation of the company have been done
down and other perspectives of the company have been a failure. However, employees have been
well manifested by use of the traditional manner of working and habituated dot it10. Therefore,
introducing new enterprise system in the company have been a major problem for employees and
other staff to accept it. Therefore, there have been conflict between managers of the company
and employees regarding implementation of the enterprise system. The use of the enterprise
system have been a new system for the employees.
Legal issues: The local government of the area have been nit passing the concept of
enterprise system in the company as competitor might feel unsafe with the growth of the
company. Therefore, there might have been local conflict with the government of the area.
However, the company have been able to manage these conflicts and implemented the enterprise
10 Lech, Przemyslaw. "Managing knowledge in IT projects: a framework for enterprise system
implementation." Journal of Knowledge Management 18, no. 3 (2014): 551-573.

system in the company11. The use of the enterprise system have been helping in receiving extra
benefits to the company in order to grow in the market.
Misuse of technical abilities: There might have been misuse of the technical components
of the enterprise systems. This might led to loss to the company as important data might get
diversified in the system. The handling and monitoring of the enterprise system need to be done
proper in order to secure Data and information stored in the enterprise system12.
There are some solutions to these challenges mentioned below:
Training and motivation: Training of the employees and other staffs regarded the
knowledge of the enterprise system might helps in understanding the benefits of the system in
the market. The use of the enterprise system have been helping in the development of the
company in various factors as mentioned earlier. Training of the employees and their staffs help
in maintaining a keen approach to the development of skills and knowledge of employees in the
company. Employees might understanding the importance and need of enterprise system in the
company. The technical abilities of the employees need to be increased in the company13. The
expense of the transportation have been increased in the market for the company. The
transportation system of the company has been developed in the market with the implementation
of the enterprise system.
Securing data and information: Private data and information of the company needs to be
safe in the enterprise system. Therefore, use of the security protocol might help in securing data
11 Soja, Piotr, and Heinz Roland Weistroffer. "Motivations for enterprise system adoption in transition economies:
insights from Poland." Enterprise Information Systems 10, no. 5 (2016): 563-580.
12 Lee, Chijoo, and Chiheon Lee. "Method to reduce the gap between construction and IT companies to improve
suitability before selecting an enterprise system." Computers in Industry85 (2017): 23-30.
13 Peiris, K. Dharini Amitha, Jin Jung, and R. Brent Gallupe. "Building and evaluating ESET: A tool for assessing
the support given by an enterprise system to supply chain management." Decision Support Systems 77 (2015): 41-
54.

and information in the enterprise system by restricting harmful viruses and malwares entering
into the network of the enterprise system. The wrong delivery have been causing bad image of
the company in the market.
Impact of enterprise system on UPS Corp.
The major impact of enterprise system have been positive in the company as they have
been able in grow their business all over the world. The use if the enterprise system have been
helping in maintaining a positive approach towards the development in the company in the
market. The company has been extending its business all over the works. The gap between the
product a customers have been minimized with the help if the enterprise system. The company
has been able to open their branch over 30 countries during 199914. Various human errors have
been happening in the UPS Corporation as they have not used any kind of technical perspectives.
The company have been employing more than 3600 IT staff with two data centers in Mahwah,
Nj and Atlanta GA.
The Company has been able to create more than 14 mainframes, 2775 mid-range
computers, 260,000 personal computers and 6200 servers. The company has been able to install
different ERP server sin the company for the modulation of the different operations of the
company in the market. These steps have been hoeing the company in minimizing the cost if the
raw material and transport of the products in the market15. The company has been able to create a
mobile application for fast delivery tracking of products of the customers. The Company has
been able to integrate information and data for more than 60,000 Web sites and more than 7.2
14 Dunn, Cheryl L., Gregory J. Gerard, and Severin V. Grabski. "Resources-Events-Agents Design Theory: A
Revolutionary Approach to Enterprise System Design." CAIS 38 (2016): 29.
15 Soja, Ewa, and Piotr Soja. "Exploring the role of employee age in improving ICT adoption projects: lessons
learned from enterprise system practitioners." (2016).

million customers online making their delivery orders. Therefore, the enterprise system have
been helping in maintaining the growth of the company up to a large extent.
The system have been using the smart data concept that relies upon saving the delivery
address in their database for the future use. The retained customers have to maintain their order
and no need to out their address again in thermal. It directly fetches the address for the data to be
the comity and deliver product on time. The payment structure of the company has been
improved with the improvement in the database system16. The upgraded system of the UPS have
been able to provide real time communication links between packages shipped as tracking Id and
delivery date have been stored in the database of the company. The tracked system of the
company has been helping in editing the customers of their delivery of the product in time. The
model of the UPS have been helping in the future development of the company in the market.
Conclusion
It can be concluded that the use of the enterprise system have been helping the UPS corps
in developing their operations in the market. The company has been following the traditional
method of business that have been causing loss to the company. The company has recovered
from struggling in the market with the application of various kinds of measures. These important
factors have been broadly described in the report. The nature of the enterprise and vital processes
that have been selected by the organization have been discussed vastly. In the recent times
various kinds of risks and challenges are being faced by the organization in implementation of
the strategies. However, the company have imitated the model of the enterprise system and
started doing business online. The use of software package system have been helping in
16 Chang, Jamie YT, James J. Jiang, Gary Klein, and Eric TG Wang. "Do too many goals impede a program? A case
study of enterprise system implementation with multiple interdependent projects." Information & Management 51,
no. 4 (2014): 465-478.

providing a keen approach to the sequential loading of packages over the trucks. The Trade
Direct12 does not allow retailers, dot-com sites and other enterprises for tracking status of small
packages.

References
[1] Haake, Phillip, Silvia Schacht, Benjamin Mueller, and Alexander Maedche. "Enterprise
System Renewal-The Divergence Between Perception and Reality." (2017).
[2] Ann Sykes, Tracy. "Support structures and their impacts on employee outcomes: A
longitudinal field study of an enterprise system implementation." MIS quarterly 39, no. 2 (2015).
[3] Sykes, Tracy Ann, Viswanath Venkatesh, and Jonathan L. Johnson. "Enterprise system
implementation and employee job performance: Understanding the role of advice networks." Mis
Quarterly 38, no. 1 (2014).
[4] Wang, Hongfeng, Yaping Fu, Min Huang, and Junwei Wang. "Multiobjective optimisation
design for enterprise system operation in the case of scheduling problem with deteriorating
jobs." Enterprise Information Systems 10, no. 3 (2016): 268-285.
[5] Sedera, Darshana, Norbert Gronau, and Mary Sumner, eds. Enterprise Systems. Strategic,
Organizational, and Technological Dimensions: International Workshops, Pre-ICIS 2010, St.
Louis, MO, USA, December 12, 2010, Pre-ICIS 2011, Shanghai, China, December 4, 2011, and
Pre-ICIS 2012, Orlando, FL, USA, December 16, 2012, Revised Selected Papers. Vol. 198.
Springer, 2015.
[6] Sharma, Sonakshi, and Tracy Ann Sykes. "Goal Orientations and Their Impacts on Advice
Ties and Employee Outcomes: A Longitudinal Field Study of an Enterprise System
Implementation." (2018).
[7] Alles, Michael, Gerard Brennan, Alexander Kogan, and Miklos A. Vasarhelyi. "Continuous
monitoring of business process controls: A pilot implementation of a continuous auditing system

at Siemens." In Continuous Auditing: Theory and Application, pp. 219-246. Emerald Publishing
Limited, 2018.
[8] Pollock, Neil, and Sampsa Hyysalo. "The business of being a user: The role of the reference
actor in shaping packaged enterprise system acquisition and development." MIS quarterly 38, no.
2 (2014): 473-496.
[9] Brune, Kevin D., Nicole Gibson, Duane Valz, and Yevgeniy Eugene Shteyn. "Trigger
associated notification delivery in an enterprise system." U.S. Patent Application 14/798,913,
filed October 6, 2016.
[10] Lech, Przemyslaw. "Managing knowledge in IT projects: a framework for enterprise system
implementation." Journal of Knowledge Management 18, no. 3 (2014): 551-573.
[11] Soja, Piotr, and Heinz Roland Weistroffer. "Motivations for enterprise system adoption in
transition economies: insights from Poland." Enterprise Information Systems 10, no. 5 (2016):
563-580.
[12] Lee, Chijoo, and Chiheon Lee. "Method to reduce the gap between construction and IT
companies to improve suitability before selecting an enterprise system." Computers in
Industry85 (2017): 23-30.
[13] Peiris, K. Dharini Amitha, Jin Jung, and R. Brent Gallupe. "Building and evaluating ESET:
A tool for assessing the support given by an enterprise system to supply chain
management." Decision Support Systems 77 (2015): 41-54.
[14] Dunn, Cheryl L., Gregory J. Gerard, and Severin V. Grabski. "Resources-Events-Agents
Design Theory: A Revolutionary Approach to Enterprise System Design." CAIS 38 (2016): 29.

[15] Soja, Ewa, and Piotr Soja. "Exploring the role of employee age in improving ICT adoption
projects: lessons learned from enterprise system practitioners." (2016).
[16] Chang, Jamie YT, James J. Jiang, Gary Klein, and Eric TG Wang. "Do too many goals
impede a program? A case study of enterprise system implementation with multiple
interdependent projects." Information & Management 51, no. 4 (2014): 465-478.