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Unilever It Implementation Enhances Service Quality

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* Implementing Information Technology (IT) in delivery vehicles to ensure service quality for all parties involved.

Due to the high costs of information technology systems and the lack of expertise among users (employees), the adoption of IT among logistics firms remains relatively low. In 3PL firms IT plays an essential role in synchronizing and coordinating complex supply chain activities. IT has the overall potential to provide better performance for all entities involved. The adoption and successful implementation of IT is a prerequisite for logistics success that provides better communication and tracking. Many organisations depend on their transportation providers for IT support. But statistics have shown that less than one-third provides the technology initiatives.
According to Gunasekaran and Ngai (2004), organisations are attempting to find ways to improve their responsiveness and flexibility and in turn competitiveness by changing their technologies which includes the implementation of information systems. The tracking of consignments is an important element and an essential step towards customer service quality in the transportation industry. An IT system is an important feature that can be characterized by reliability - the system can communicate the location of the consignment. It also gives the logistics manager the ability to control and monitor the delivery of the consignment of goods.
Vaidyanathan (2005) believes that 3PL providers with advanced IT are expected to lower logistics costs and integrate the supply chain with increased productivity and growth.One of the options available includes web tracking, where customers can log on to the internet to trace their consignment, called e-track. M-track is another option similar to e-track which comprises of using text messages on a mobile phone. “Track and trace services, a part of IT systems, is a

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