Student Name

2:

Student Name
3:

Student Name
4:
Report/Progress Report (5)

Student Name
1:

Informatio
n System
Group
Assignmen
tAICT002-4-1-IS

Ng Wei Yi

Lai Yong Sam

(TP037826)

SUBMISSION DATE: 19TH

NOVEMBER 2015
Lecturer: SALMIAH BINTI AMIN
Intake: UCDF1503ICT(SE)

Wee Jun Neng

(TP037841)

(TP038110)

Grand Total (100)

Individual Total (30)

Work Breakdown Structure

Report content (15)

(10) Individual Presentation

Group Total (70)

Referencing (20) Research, Reading and

critical discussion (20) Research analysis and

Diagrams and illustrations

Submission of Bi-weekly

Documentation (10)

Report Structure (5)

GROUP COMPONENT (70%)

INDIVIDUAL
COMPONENT (30%)

Contents
Abstract.................................................................................................................... 1
Introduction............................................................................................................... 2
Track & Trace............................................................................................................ 3
Components of Selected Information System......................................................................5
Multimedia Elements................................................................................................. 11
Problems & Solutions................................................................................................. 13
Conclusion.............................................................................................................. 15
References.............................................................................................................. 16
Appendix................................................................................................................ 17

Page | 0

Abstract
This research is aiming to investigate the information system used in the company, Pos
Laju, which is the track & trace system. Research is done to understand how the track & trace
system work and equipment or instruments used to operate the system. In order to find out
the information of this system, web research is done to find out the background and elements
of the tracking system. To achieve full experience of the system, we have tried out some of
the services available in Pos Laju which helped us on finding the problems in the system.
Under this context, we are able to provide recommendations to improve and solve the current
issues that are present within the system.

Page | 1

Introduction
Pos Malaysia Berhad initially started the banner of express mail services (EMS) in
1986, which was intended to be a more efficient service for sending international mail. After
two years, Pos Laju was formed and became one of the strategic business units of Pos
Malaysia Berhad. Now, Pos Laju has expanded its services out from domestic territories, into
ASEAN countries, and continue on to other countries without EMS banner. The company
now has more than 1,000 touchpoints comprising 704 post offices, 264 Pos Mini outlets, 68 Pos Laju
branches, 28 Pos-on-Wheels/ Pos Laju go2u and more than 100 authorised agents all over the

country (POS Malaysia berhad, 2014). With the wide delivery network coverage, provided
Next Day Delivery door to door services in most location, and its track & trace system, Post
Integrated Track and Trace Information System (PITTIS), it has become one of the leading on
courier companies in Malaysia.

Page | 2

Track & Trace

To ensure customer creditability and efficiency of the company, PosLaju uses its Post
Integrated Track and Trace Information System (PITTIS) to track parcels across 255
countries and territories (POS Malaysia berhad, 2014). Thus, allowing customers to track
their parcels along the journey to its destination and the company would be able to monitor
the transit of parcels.
Track & trace based information system has two distinct attributes: (1) allows for the
ongoing tracking of a shipment and (2) able to register and track parts, processes and
materials used in production, by using lot or serial number. It is essential for the logistics of
companies who wish to provide information regarding their product to their respected
customers. With this system in place, customers and logistics are able to locate the source of
bad quality or the source of error in the process. Thus, it is possible to detect and react to any
unexpected events before significant problems arise (Shamsuzzoha and Helo, 2011).
To reduce the error in information exchange between the potential partners of the
logistics chain, companies will have to codify the product which enable them to facilities
mass quantities of product easier. Therefore, these products will have a distinct tracking code
from implementing current tracking technology which enable automated and inexpensive
information exchange between logistics partners. The commonly used technologies for
tracking and tracing of products are barcode and radio frequency identification (RFID).
Barcode is predominantly used when compared with RFID as it is relatively cheap, where the
system utilize tracking numbers defined by the company operating system and are based on
information architecture. Using this tracking number, all tracking information will follow
with the product as it goes through the process. Information regarding the product will be
updated constantly along the process to the central server whenever it reaches a distribution
point or a touch point (Shamsuzzoha and Helo, 2011).

Coded item from base station

Distribution point 1

Distribution point 2

Customer

Figure 1: Basic
architecture for
and tracing
Information update at point
Information
1
update at pointtracking
2
network
Page | 3

In this case, PosLaju uses this system for its Express Mail Service (EMS). This allows
customers to track their parcel from its drop-off location at PosLaju Kiosk, to the sorting
process at the Integrated Parcel Centre (IPC), then through shipping or by land, and finally in
the hands of the end-customer, which the customer will receive an email stating that the
parcel has safely arrived at its destination. Each parcel will be given a tracking number which
the customer uses it to track its progress at the companys website, which has a web-based
tracking application. When the parcel reaches a touch point, the staff will use an infra-red
scanner to scan its barcode (Motorola Electronics Pte Ltd, 2010) and update its location to
the companys database which then notifies the customer of its status via email. The process
can be well described by the figure below.

Customer uses the companys

website to track their parcel by
using the tracking number given
by the company

Customer

PosLaju
Kiosk/Offic
e

Information
regarding the
parcel is
updated by the
staff

EMS
Server

Webbased
server

Warehous
e
Customer
Figure 2: Basic layout of EMS information system structure

Page | 4

Components of Selected Information System

Data

Figure 3: An
example of the
tracking number

Tracking numbers are used to use to retrieve and update information regarding the
product at touch points in the information system. Information of the item regarding item
name, location ID, current time, delivery destination and customer related information. These
information can be queried from the EMS server database using the data.
Tracking number is a type of short text data, a combination of 13 alphabetic and
numeric characters, starting 2 alphabetic characters, following by 9 digits, and ending by the
country of origin initials (e.g. EB 000 000 000 MY) (Online Tracking Numbers Service, n.d.).

Figure 4: An example of
barcode

Tracking number can be in a form of a barcode, which the companys staff uses infrared
red scanners to extract the data from the parcel. Thus, the data can immediately be obtained
and update the database with just a scan from the scanner, a highly cost-effective way to input
and extract data.

Page | 5

Information

Figure 5: A table that show

the information related to
the parcel

As said in the data of the parcel, the information that the tracking number carries are as
shown in the figure above. These information include the date and time of the parcel being
processed, the process that its under, and the location is currently in.
Both of the customer and the end-customer can use these information to determine the
status of the delivery. The monitor department of the company can also use it to react to any
problem that occur during the process.
Moreover, the company also uses information extracted from the data to handle their
delivery logistics efficiency by sorting these parcels according to their delivery destination
and delivery priority. Delivery priority refer to the preference of the customer to deliver the
parcel at a specific time, example the customer has these options: Same Day, Next Day
or Time-Certain Delivery. By doing this, parcels will be sorted and moved to specific
warehouses according to these information, which will shorten the delivery time of these
parcels.

Page | 6

People
In this information system, there are two types of users: direct user and indirect user.

Direct User:
People who are directly linked to the information system are placed in this category.
Customers who sent their parcels and the staff that work within the information system are
considered direct users.
Customer has to provide personal information and information regarding to the parcels
item type, volume and destination etc. These information will go through the information
system with the parcel as it travels to its destination. Customers also use the tracking number
provided by the company to determine the travel progress and provide appropriate feedback
to the company. As the parcels final destination heavy relies to the information provided by
the customer, the customer plays a vital role in the system.
The staff of the company include the sorting staff and the delivery staff. These staff
carries a mobile computer which help them to scan barcodes on the parcel and upload
information to the EMS server. As they are the ones who update information on the
companies touch points, they are part of the information system.

Indirect User:
People who arent directly linked to this system but still uses it falls to this category.
For example, end-customers who want to know about the status of their package as it is in the
process of delivering.
The tracking number given to the customer can be given to the end-customer, which
meant the end-customer uses the same tracking number to track the parcel in the delivery
process. If the tracking number is given to people outside of the delivery chain, they can use
it to track the same parcel.
The end-customer isnt directly linked to the information system since the endcustomer didnt give any information to company. Information like the address of the endcustomer desired delivery drop-off location are directly provided by the customer, even
though that the information was pass on to the customer.

Page | 7

Hardware

Figure 6: Motorola MCR3000R

Motorola

MC3000R

mobile

computer is

the companys main input and output

device

this information system since the joint

venture

with

Partner

Motorola

Premier

Business

in

Grand-Flo Spritvest at 2007 (Motorola Electronics Pte Ltd, 2010).

The device enables near real-time access to information, which the staff are able to
update or query for information almost instantly. By scanning the barcode using its infra-red
scanner, data regarding the parcel is immediately extracted. After that, the staff can connect to
the database at EMS servers using the Wireless 802.11a/b/g LAN connectivity present within
the device. Using it, they are able to update the information regarding the location of the
parcel. Thus, with the ability to access and process the information at anywhere and anytime,
the company is able to effectively deploy supply chain track and trace (Motorola Electronics
Pte Ltd, 2010)..
All information concerning the system are stored in the companys EMS servers, which
is also connected to web-based servers. The staff uses their mobile computers to access and
update information directly from it while customers and end-customers has acquire
information from the web-based servers.
As for the users, hardware used to track their parcels are subject to personal preference
from personal computers to smart phone as long their hardware allows them to access the
companys website via Internet.

Page | 8

Software
There are two types of software that was used in this system. The operating software
used in the Motorola MC3000R mobile computer and the web-based application at the
companys website.
The mobile computer uses Microsoft Windows CE 5.0 (BarcodesInc, 2009) as its
operating system. This allows the staff to use Web-based applications which enable them to
synchronise data throughout the information system. Data synchronisation with the database
in EMS servers are vital as information are constantly updated and a single error would
cripple the system.

Figure 7: The
companys
website

As for the web-based application, it is designed to be user-friendly and simple. Users

can easy find the information they want by a few clicks of a button. All tracking and tracing
of parcels can be seen by clicking on the Track & Trace button as seen on the figure above,
which then lead the user to their track & trace application.

Page | 9

Procedure
1. The customer drops off the parcel at the Pos Laju office or kiosk. He then provides
relevant information regarding the customers personal information, the parcels final
destination, the weight, volume of the parcel and its content.
2. The staff will register the parcel and will provide a tracking number to the customer
after the customer has completed his payment.
3. The parcel will go through a sorting warehouse where the staff will sort the parcel
according to its destination. The staff will scan the barcode on the parcel to determine
its destination by using his mobile computer.
4. In the meantime, the customer can track its progress via the companys website by
using the tracking number given by the company. Every time the staff scans the
barcode at a touch point, its location will be updated.
5. The parcel will then be moved to a specific warehouse near its destination along with
other parcels. The staff will then deliver the parcel to its final destination.
6. When it reaches the destination, the staff will require the end customer to sign
relevant papers and pass the parcel to him. The staff will then use his mobile
computer to update the database that the parcel has safely reached its location. The
web-based servers will then send an e-mail to the customer to notify them that the
parcel has safely arrived at its destination.

Page | 10

Multimedia Elements
Text
The examples of text element in the Information System are shown in Figure 8 and
Figure 9.

Figure 8

Figure 9

Texts are used to provide information and guide users in the webpage. It is more
appropriate for showing the status of the mail or parcel such as time, location and status,
which is simple enough for users convenience. For the short instructions such as shown in
Figure 8, text is the better choice among other multimedia elements.

Page | 11

Image

Figure 10

Figure 11
The image element shown in Figure 10 is a logo, which is needed to represent the Pos
Laju Company. While in Figure 11, the image is more user friendly for advertising, with the
use of image, users can be attracted more easily.

Audio & Video

These elements are not required in this Information System. Some users might have to
track multiple mail or parcel, thus simple information which can be only shown in text such
as time, status and location is more important for easier access. Since the system is updated
regularly, making video harder to create for postal information purpose.

Animation

Figure 12
Figure 12 shows one of the image for the animation which can guide users for the
shipment steps. There are 4 pictures in the animation, though they can be separated to
independent graphic pictures, by combining them into animation can save some space and it
is more user friendly.
Page | 12

Problems & Solutions

Problems
Amongst the problems that the PosLaju Track & Trace System faces is that the system
faces a problem of a slow update of information. The information is updated in batches and
only after a certain time period, often after a few hours of what has already happened. As
information in the EMS servers are not entirely synchronise with the web-based servers. One
can spend the whole day tracking a single item and no information regarding the item will be
updated until after a certain time of the day is reached.
The webpage for the Track & Trace system sometimes go down as well. This is
probably due to a huge load of users trying to access and trace their items at the same time.
This problem is more often seen during periods of high activity when deliveries are
backlogged.
Sometimes, the tracking number of a parcel cant be traced. This is extremely
worrisome for users as such an update would mean their parcel could be lost mid transit. It
could also mean that the sender did not even send it to begin with and can cause social issues.

Page | 13

Solutions
One of the solutions for the delay in update of information can be solved by increasing
the update frequency. By shortening the between update batches, information can be closer to
real-time and may become fully synchronise with database in many EMS servers across the
country as the time becomes shorter. This would help the end users feel at ease to know that
their parcel is currently on its way.
To support real time information updates, PosLaju can implement a GPS tracking
system onto the courier of which the parcel is being carried by. Thereby providing
anticipating end users of the system which are receivers of parcels to estimate a good time
rather than be disappointed when the parcel is not delivered properly.
When the webpage for the Track & Trace system goes down, there is a workaround for
it as users will be able to still track their parcel via a different website. Users can access
pos.com.my to track for their parcel as it is currently a shared system used by both Pos
Malaysia and PosLaju. There are other websites as well if the service is needed. PosLaju can
increase the bandwidth of their servers to accommodate any high traffic of users especially
during times of high activity.
A workaround for the issue of a tracking number being untraceable is to call the
customer service hotline. The customer service hotline, however, also experiences a shortage
of manpower as many complaints have been made in regards to this. PosLaju should provide
a ticket response for complaints so that users do not have to spend time on their phones trying
to contact PosLaju but instead just submit a ticket online and await a response through e-mail.

Page | 14

Conclusion
Although a flawless information system is impossible to achieve, there is always
solutions and alternatives to solve the problems and make the system to suit the customers
needs.
The solutions we provided may cost the company a lot of money to improve its Post
Integrated Track and Trace Information System (PITTIS), especially to increase the
bandwidth of the connection between servers, but the customer satisfaction has to come first.
With an almost near real-time synchronisation of information between touch points and
web-based servers, the efficiency of the company will increase tremendously and continue its
place as Malaysias leading Courier Company.

Page | 15

References
1. Motorola Electronics Pte Ltd, (2010). CASE STUDY: PosLaju, Malaysia. [online]
Available at: http://www.simat.co.th/site/data/ckfinder/files/CS_Poslaju.pdf [Accessed
17 Nov. 2015].
2. Online Tracking Numbers Service, (n.d.). Online Malaysia Post Tracking Numbers
Service. [online] Available at: http://www.onlinetrackingnumbers.com/v2/malaysiapost-tracking/ [Accessed 17 Nov. 2015].
3. POS Malaysia berhad, (2014). Pos Malaysia berhad Annual Report 2014. [online]
pp.4-28. Available at: http://www.pos.com.my/media/reports/AnualReport2014.pdf
[Accessed 16 Nov. 2015].
4. Shamsuzzoha, A. and Helo, P. (2011). Real-time Tracking and Tracing System:
Potentials

for

the

Logistics

Network.

[online]

pp.242-249. Available

at:

http://www.iieom.org/ieom2011/pdfs/IEOM038.pdf [Accessed 18 Nov. 2015].

5. BarcodesInc, (2009). MC3000 Series Specifications. [online] Available at:
https://www.barcodesinc.com/pdf/Symbol/mc3000.pdf [Accessed 19 Nov. 2015].
6. Poslaju.com.my,

(2015).

Pos

Laju

Home.

[online]

Available

at:

http://www.poslaju.com.my/ [Accessed 19 Nov. 2015].

Page | 16

Appendix

Figure 13: Pos Lajus company logo

Figure 14: Receipt from Pos Laju for research purposes

Page | 17