Assignment TakenPlan on IT Infrastructure Including Apps, Website/s, and Management Information System

Case UnderstandingCase understanding: 1. We are a courier service provider company, with targeted with PAN India locations and delivers to most pin-codes. 2. As per our next step for business advancement, the Company's Board has decided to venture into 'Hyper Local Delivery space' and want to conduct local delivery through drones and we have access to all necessary permissions. Our team was successful in testing deliveries. 3. Exploring the concepts of courier services few initial deliveries were experimented such as food, Pharma & Internal Local deliveries with a hope in exploring more business areas for cost-effective cargo deliveries. 4. As a proof of concept we received valuable feedback by Initial Users in terms of time saving and displacement via traffic free innovations in spite of today's busy city roads. 5. Initially the company has decided to start this venture as "Short Range Drone Based Services" accordingly company Intended for building an end-to-end Drone Operations & Management Platform through which a rapid scaling of business can be achieved. 6. Inspired by the radical innovation in this sector, our company wants drone services to add value to end users and as it is an extension of company's current services portfolios. 7. Efficient management of services in the field is required with effective coordination and motivation, customer-focused employees. However, even the most committed workers cannot ensure optimal service processes if they have to handle manual work on each step of service delivery. For this reason, we decided to implement Field Service Management web and mobile applications, to bring benefits to managers, dispatchers and technicians in the field, and completely digitize service processes.

BCS Solution SummaryAIRWAY DELIVERY- IT Infrastructure & Management Information System involves then optimization of numerous processes that combine to facilitate successful service delivery. Automation of different operational areas can improve a company’s indicators considerably. Moreover, it can have a great impact on customer satisfaction ratings, which is an essential part of a well-developed and innovative business. The Techniques & tools presented above can help organizations to achieve a great level of service processes. Even one well-implemented solution can lead to great improvement.

Solution

BCS Solution Summary: 

Actions to be taken:

Plan out & design an IT Infrastructure Including Apps, Website/s, and Management Information System building an end-to-end Drone Operations & Management Platform through which a rapid scaling of business can be achieved

Solution:

We plan to Implement the following IT infrastructure.

 

1. Hybrid cloud & Network

This system will exploit the benefits of the public cloud while maintaining the control we need with the private cloud to enable dynamic and optimized workload placement of courier deliveries to the customers.

To devise a clear strategy to increase network capacity and deploy new technologies to the future we need to proof our network and boost efficiency.

 

1. Digital workplace and collaboration

Provide workers with access to the interface they need on the control device and operating system.

 

Automated Dispatching -

Field service scheduling options enable to fully optimize our mobile workers’ calendars in real-time. Task assignment is simplified with the automated dispatching option, based on each technician’s skill set, workers’ availability, and their current location.

With field service scheduling software, incoming requests are assigned to qualified technicians near the customer location. With data collection in the Geographic Information System [GIS], field workers’ routes to clients’ destinations are optimized, so driving time and costs are minimized.

 

Time Management-

With an ease to read calendar you have access to field service workers’ schedules and work order details in one place. You see their daily, weekly or monthly schedule and all the assigned tasks. Technicians’ work time is registered, and details about task execution updated in real-time. If any changes are necessary, you can re-plan the tasks with the drag and drop option in field service scheduling software and change the assigned technician.

 

Mobile Field Service Tracking

Task execution by field service staff should adhere to the plans. Real-time tracking helps you control each task’s status and react when needed. With field service scheduling software and GPS integration, you are tracking where your remote workers are, when they are available, and what problems arise. When cancellations or delays occur, you can use the easy rescheduling option to manage the changes and maintain a high level of service quality.

 

1. Service and experience management

Leverage the skills and tools needed to more effectively manage your cloud estate and drive new levels of employee experience.

 

Mobile Workforce Management Software-

Managing a mobile workforce requires the smooth flow of information between dispatchers and technicians in the field. Field staff need to have access to the right information at the right time to manage tasks and satisfy customers. If a service visit is to be efficient, the field service professional needs important details about the task and the customer. The dispatcher is responsible for providing information and controlling the service delivery process. To ensure high-quality customer experience in the long term, there is also a need to keep repair history and documentation, enabling the resolution of future issues. You can achieve it, thanks to our mobile workforce management software.

 

Mobile Workforce Management App-

Field Service Management mobile app enables technicians to access work order data, no matter where they are. The app, available on Android and iOS, fully supports communication between members of the field service team. With offline synchronization capabilities, FSM mobile app facilitates gathering mobile signatures, adding technicians’ comments about tasks, and creating completion reports that may be sent to the customer automatically.

 

1. System Security Infrastructure as code

We will transform our infrastructure into an enabler of business agility through a combination of software-defined infrastructure, automation and continuous deployment.

Generating specific code as security to each service and checkpoints for authentic verification.

 

1. Managed edge and IOT devices

In order to deliver intelligence everywhere through the managed edge and IOT devices as data’s center of gravity shifts away from the core toward the edge.

All our infrastructure would be connected to a Global control/operation centre.

 

1. Service Desk

 Available 24/7, Service Desk is a multichannel (and multilingual) single point of contact with highly-experienced IT specialists. Providing full support for end-users, it is responsible for ticket management, reporting (in accordance with SLA), as well as finding - and solving - root causes of any issues related to the infrastructure.

Our Service Desk is all about delivering the right support and top customer experience. Plus, it will help you minimize the costs resulting from forced office downtimes, giving you full cost transparency regarding its operations.

1. Global Operations Center (GOC)

AIRWAY DELIVERY 's Global Operations Center provides technical support for Monitoring and Service Desk in the area of ​​IT infrastructure and business applications. It informs customers about the availability and efficiency of particular elements of their IT architecture, as well as their operating systems or platforms.

 

1. IT Integration

A group of services designed to adjust the customer's IT infrastructure to new, ever-growing business and technical requirements. AIRWAY DELIVERY supports its clients from the preliminary analysis stage and the process of developing a new IT platform, through the delivery of appropriate equipment and software, to the implementation phase.

Integration services include the launch of new systems on modern platforms, introduction of new functionalities by updating software, migration between systems, and consolidation (or virtualization) of currently used environments.

 

1. Business Continuity

We will also provide a dedicated set of services which you don't have to worry about the availability of pending systems any longer. Plus, they will guarantee that taking our infrastructure back to the state prior to any incident will come about in a blink of an eye.

This solution is dedicated to clients for whom system unavailability may lead to significant continual orders and services. For this reason, we offer our customers a spare office drone for their key business, based on ready-to-use services.

Also, the first step towards reducing the number of incidents and minimizing their troubling consequences will be an IT audit carried out by our experienced engineers and analysts.

 

1. Smart Field Management App

Some products such as may be ordered together with a service, manually managing and planning service visits while receiving incoming orders, while having many customer addresses, can be ineffective and extremely costly. by ensuring installation at a convenient time. Field service management in retail can be supported with the AIRWAY DELIVERY’s Field system management (SFM) app, enabling easy scheduling of service visits and providing the option of a customer portal via which visit dates and times can be changed. The app can also be integrated with POS and ERP to ensure one view of the most crucial details.

 

1. Repair Management

To ensure remarkable repair service, we have access to a list of all planned services, the relationship between repair and warranty status, and replacement devices. To minimize customer frustration, the after-sales team should keep them updated about potential dates and times of service visits. When the repair is carried out, this should happen smoothly. To be sure that tasks have been completed, back office staff should have a view of the current status of each planned task. Field system management (SFM) app responds to these needs by offering a calendar view presenting all planned tasks, to whom they are assigned, how long they may take, and the current status of the task.

 

 

1. Communication and Feedback

To avoid situations which lead to customer dissatisfaction, we will communicate effectively by sending notifications or text messages of the current status of the issue, including details of when a technician should arrive. They should also make it easy for customers to reschedule visits as required. Automated messages can provide a solution to challenges faced when implementing field service management in retail. These messages are based on events recorded in the system and on the customer portal – a mobile app available for customers, so they can change visit dates and times should they wish.

 

 

MANAGEMENT INFORMATION SYSTEM

 

AIRWAY Drone Delivery Services-

 

It includes the following:

• ERP (Enterprise Resource Planning)
• SCM (Supply Chain Management)
• CRM (Customer Relationship Management)
• KMS (Knowledge Management System)
• FMS (Field Management System)
• Mobile Workforce Management

 

Transaction processing system:

 

 It represents the automation of the fundamental, routine process used to support business operations. It does not provide any information to the user for his/her decision making. Previously Transaction processing system was known as MIS. Prior to computers, data processing was performed manually or with simple machines.

 

                               (INPUT) DATA--------→PROCESSING--------→DATA (OUTPUT)

 

 Information system:

 

Information system which process data and converts it into information. A MIS uses its data inputs. The information generated by the information system may be used for control of operations, strategic and long range planning, short range planning, management control and other managerial problem solving. It has some functional business areas. They are Marketing Production Human Resources Finance Accounting etc.

 

                  →DATA------→INPUT------→PROCESSING-------→OUTPUT----- ---→INFORMATION

 

1. HR Reports: To maintain track of all the employees

2. Accounting Reports: To report on the current financial condition of the organization and the operational performance organization-wide.

3. Financial Reports: To report on the financial condition from the shareholders’ perspective.

4. Management Control Reports: Reports on budget, costs, income, etc., to help higher management get a picture of what’s going on.

 

ConclusionConclusion: AIRWAY DELIVERY- IT Infrastructure & Management Information System involves then optimization of numerous processes that combine to facilitate successful service delivery. Automation of different operational areas can improve a company’s indicators considerably. Moreover, it can have a great impact on customer satisfaction ratings, which is an essential part of a well-developed and innovative business. The Techniques & tools presented above can help organizations to achieve a great level of service processes. Even one well-implemented solution can lead to great improvement. 1. The applied solutions will help the company to improve customer satisfaction and service efficiency on several levels. The most appreciated result is the reduction of manual work, which translates into faster service delivery. With the implemented solution, the services are also delivered within the set location. The Company can ensure 90% of delivery while the for this type of service in few minutes. 2. The implemented Field Service Management software fully automates and truly streamlines our service delivery process. Since we deployed this solution, we have been able to eliminate a lot of manual work and, as a result, to coordinate field task assignment and execution more efficiently. This tool enabled our organization to achieve better KPIs, both operational and strategic. Decreasing our mean service time and providing it within the framework, these will definitely improve the relationship with customers. 3. These changes could take place throughout the analysis and implementation process, underpinned by their experience in the IoT industry, applied with appropriate modules, configured the service workflows, and modernized the quality and productivity of the service. 4. Beside the quantitative results, the company and their clients also benefit from the quality of the provided service. Customers receive updates via email, calls and text messages about service visits and their allocated technician’s location. The mobile app enables managers and dispatchers to control the quality of the technicians’ work. As a result, workers are motivated to follow the procedures and ensure the expected quality of service. In short, having access to a broad set of options and tools that can be tailored and deployed selectively to meet the business and market needs of a given organization. Further improvements can be achieved by implementing mixed reality in field operations. All necessary information can be comfortably presented as an overlay of what a technician sees and also depends on the needs of customers. Please refer to the link for viewing the MIS FORMAT IN EXCEL https://drive.google.com/drive/folders/1xJt3XpKsJvPJhI6dRC_bmU-VFjwfjgRF?usp=sharing