Information Technology Systems Deliver Competitiveness for ABC Parcel Services

ABC Parcel Services is a leader in package delivery via ground and air shipping. It has provided services internationally as well as in all the 50 United States for almost 100 years. At the beginning of 2001, the CEO and the management of the company were faced with an unusual fiercely competitive market and rapidly changing customer requirements. The automation implemented thus far did not justify premium prices from the customers anymore. Customers were able to receive the same services that ABC was able to provide using this automation, at competitive prices from other providers in the market. It was obvious to the management that a value added service had to be provided to keep the edge over the competition. Looking at the changing business landscape, one area that was identified as critical was a customer centric approach using automation. The results from the implementation of such a system were expected to be tremendous for the organization to counter the competitive pressure of rival organizations and maintain market leadership.