My Business Process

In my previous post (MIS and My Career) I described IS's used in my current job. Now let's take a look at the actual business process. How does all of this fit together?

A customer comes into FedEx to ship a package. A tracking number is assigned to that package and that package gets sorted and put on a truck. It then goes to a bigger sorting station where it is sorted again and put on a plane to the destination. Once at the destination country, the package has to go through customs before it is delivered. Sound pretty simple but that's not always the case. Documentation, packaging and commodity can slow up this process. Customer requests also play a part in this process as well.

If a package is held back in customs for documentation issues; if a customer requests a change in address or is not home at the time of delivery; if information is missing from the address; if the package becomes damaged in any way or any other number of possibilities, additional work or activities assigned to employees needs to occur. The disruption of delivery needs to be addressed.

All of the above become electronic files that are opened for follow up, called a trace. The activities that need to be completed differ depending on the issue. The resources involved in the process are the shipper of the package, the recipient of the package and the employees who help make that transaction possible. The facilities used are the equipment, offices, computers, scanners and warehouses of where the package has been. Lastly the information is both automated and manually entered into the database in regard to the package in question. The scaning of the package is automated and the request or follow up is manually entered into the system.

Once the issue is resolved, through whatever means necessary, the package is then delivered to the recipient.

MIS and My Career

Currently, I am working at FedEx. IS are a big part of daily business for this company. We have a system called COSMOS that is our basis for daily operations. In COSMOS, a rep can see all tracking for a package, quote shipping prices for a customer, look up account holder information for billing and account status, trace lost packages and communicate with reps all over the world.

We also have a company intranet where all the tools an employee would need are at their fingertips. Links to frequently visited sites for information gathering, customs information, proper packing details, prohibited item to ship, countries and areas served among other things are all easily accessed by this IS. This intranet is an essential tool for policies, procedures and contact information as well.

Being a shipping company that ships all over the world, has a large volume of documentation to go along with it. FedEx has an IS called GENESIS. This is where all documents for custom requirements are imaged for viewing at any time by an employee. This is an essential tool to use as often documentation can be lost/missed during transport. GENESIS is a way for anyone in the world working for the company can have access to documents regardless of time zone difference and without the hassle of waiting for a fax or phone call.

All of the above IS's contribute to the main goal of the company: to give the customer the best service possible. With all these little intricacies in place, knowledge becomes power. This makes the art of shipping a smooth and efficient transaction. Goals in getting the package to the customer becomes much easier with the tracking and information available to employees. The company has become reliable, trustworthy and efficient in the market. Customers flock to FedEx because of the reputation that the company has in the business realm. Employees are proud to wear the logo on their uniforms. FedEx has consistently surpassed expectations because of the IS that the company has in place.

My IS Day

I never realized how many information systems that I use in a day! Makes you wonder how we ever did without them. They make life so much easier, or do they?

My self personally, I like to speak to people over the phone or in person but in this day and age, information travels through the applications that we use electronically.

So I have learned to conform :) and use my computer to store information, surf the Internet and send email like everyone else. On a daily basis I use the following IS and their components.

I use my computer to do a variety of things. When using email, the hardware used is of course the computer. The software used is the application used for email, such as Microsoft outlook. The data would be the information within the mail message. The procedures used would be to select recipients, scan for viruses, add attachments and filter messages if necessary into folders or clean up your inbox of unneeded messages. And lastly the people involved would be myself and the recipients of my message.

When working on my homework I use the storage of my hardware (computer) to complete and save my assignments. The software I use is the Microsoft office programs (word and excel). Te data is my actual homework information (assignments, notes, etc). The procedures are my typing in the information, saving it and printing it if necessary. And lastly, the people involved would be myself and my study partners.

When I use my computer (hardware) to surf the Internet, I use the software called Internet explorer. The data is the web pages that I visit and their content. The procedures I use are to type information into the search box within the application and click on the sites that I wish to visit with my mouse (hardware). The people involved would be myself and the folk who helped to make the WWW and it's unlimited number of web pages.

Whew, that's a lot of info to describe lol. Using IS is something that we take for granted regularly. I'm glad I had the chance to sit down and actually examine how they work and how they are incorporated into my daily life.

My Personal Goals

My first goal is to complete my post secondary program with a high grade pint average. I always strive to do my best in everything that I do. My grades will reflect that commitment and make me feel proud of my accomplishment!

I then want to complete my bachelor's in e-commerce to aid me in obtaining my C.H.R.P designation. Working with people has always been my passion. My focus up till now has been on children and their families. I want to shift my focus to people in the workforce and how I can help them in achieving their goals.

I have worked diligently at improving my professional skills. Communication and mentoring are areas I feel I can continue to improve. I am quite flexible when it comes to my work. Working with people is an ever changing atmosphere of vast possibilities.

I believe that knowledge is power and you never stop learning. Continuing to improve my skills will improve my excellence in the working atmosphere.

My Employment History

I have been in the working world for some time before returning to school. I have had the pleasure of working for a government organization, Peel Children's Aid. While employed there as a Child and Youth Worker, I facilitated and participated in a variety of programs within the organization.

I began my career there in a position, under the children's services umbrella, in a short terms receiving and assessment home. My job was to observe, report and make recommendations for the clients within that program. From there, I moved into a long term treatment program. Children and their families participated in various activities to help improve their relationships and communication skills. Part if the program's initiatives were to help build skills in anger management, problem solving and awareness of oneself and their impact on others.

After some time, I was asked to participate in opening and starting up a "sister" program in long term treatment. I helped implement programming and rules and regulations for the program structure. Unfortunately, the program was unable to sustain it's position. The program dissolved due to difficulty to obtain a couple to work in the "house parent position" that the program needed to thrive.

I then moved into a staff operated group home within the assessment area of the agency. Adolescents were the primary focus of this program. A section 19 classroom was attached to the home as well giving me the opportunity to gain experience in a classroom setting. I continued to work in this setting until I delivered my second child.

After my maternity leave ended, I decided that I would stay home with my children for a while. I chose to work part time to allow me the chance to enjoy my children while they were in their younger years. I chose to take a position with FedEx as a customer service representative.

Working at FedEx has been very different. I have learned the systems and processes used by the company quickly. I have never worked in a company where information and procedures are so vastly important. I have fine tuned my time management skills and have learned to work efficiently. As most people have heard the slogan from the commercials, FedEx is "the world on time". This statement is so very true. Sometimes I am in awe at how the company pulls together to serve the customer.

My goal is to obtain a position within FedEx. Head office seems like an intriguing place to work. We shall see what the future brings. For now I am content working within the position and responsibilities I have currently.

Career Goals In Business

I am in my first year of a three year advanced diploma Business Administration Program. My major is in Human Resources. My goal is to finish this program and continue on to obtain my C.H.R.P designation. To do this, I will need to obtain a bachelor degree from university.

Ultimately I wish to obtain a position within the Human Resources department of an organization. My field of interest in this field is in Training and Development. I truly enjoy helping others achieve their goals whether they be personal or professional.