Impacto of Technology

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The Impact of Technology on Service Management |

Alejandro Salas and Ricardo Gómez |

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EGADE: Business School |

August 12, 2012 |

Abstract

Bill Gates once said “The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an inefficient operation will magnify the inefficiency. This is what all companies should understand, but only a few do.

QualityPost is one of the national largest mail and package delivery company and one of the reasons of this achievement will be shown in the following essay through the description of the technological turnaround strategies as well as some other attribute variables link to the service management soul.

In order to explain how the impact of technology on service management was successful in this company, we will first describe the background and history information, so we can later support the implementation plan or strategy that drove this young company to fulfill a very important and underdeveloped niche market not only in Mexico, but in most developing countries.

Description

QualityPost is a Mexican mail, package and logistic company with a great path; its origins began through an association in 1993. The business started with local post office activities in a massive distribution service of documents and statements. Two years later it will become in a state level company and four years later a national one.

Leader among private companies, QualityPost is formed by five companies, 24 national offices, 12 business units and 18 divisions, which have allowed them to distribute more than 150,000,000 documents per year.

The company was born to satisfy the need of offering a great mailing service, which at that time was totally deficient. QualityPost focused in lending this service with four messengers (1993) and up to this date, they account for more than 3,500 people giving this service....