Stakeholder Impact: CWI Business Problem Research Paper

Pages: 12 (3510 words)  ·  Bibliography Sources: 9  ·  File: .docx  ·  Level: Master's  ·  Topic: Business  ·  Written: January 7, 2019


Our Second step will be to streamline the business processes through new technology. “Streamlining a business process takes into account enhancing its efficacy by eradicating any needless steps, embracing other methods or making use of new technology” (Samson and Bevington, 2012). As previously stated, “One of the key solutions to this particular need could be incorporation of technology to diminish human mistakes. Automated mailing systems make it possible to accomplish the most efficient and cost-effective way of sorting parcels for the company. In this regard, not only will it be conceivable to ensure that the processing of the different parcels or items received is fast, but it will also guarantee that there are minimal mistakes” (Krastev, 2017). This will include the addition of a computer automated tracking system that both employees and customers have access to. This system will be used from arrival through delivery. Mail clerks will receive the mail and scan the existing barcode on the mail to track the package in the system. If there is no pertinent information that can be pulled from that barcode, the clerk will then enter the sender, department, recipient, and urgency into the tracking system. Once this information is entered into the system, the mail will then be placed in the correct delivery bin. Every mail clerk will have their own scanning gun and account in the tracking system so as the mail goes from hand to hand and CWI can see who touched it every step of the way. This will also allow the clerks to read and input notes along the process to allow anyone, including customers, to see the status of their package (YoungGonzaga, 2017).

Research Paper on Stakeholder Impact: CWI Business Problem Assignment

Our final step is aimed at the future project when CWI is expected to completely move the billing departments into a future state that matches advancements in its mail rooms. In order to do this, we will need to modernize their current process allowing customers to pay via the web and phone. This will, over time, cut down on incoming mail, streamline the agency’s billing system and allow payments to come in faster, with increased accuracy. Allowing consumers to use an automated system and a web portal to pay invoices, and track their traditional mail will bring in more money, streamline payments, and give everyone more situational awareness. This solution is also very scalable and can easily help with the expected future growth. The value this proposal can add to CWI’s business is exponential (Whyte, 2001).

Solution to the CWI’s Mail Receipt & Delivery Processing Problems

CWI is a collections agency responsible for receiving and sending physical materials from and to outside parties and across its different departments, and its client organizations. With the materials comprising of letters, bank statements, checks, invoices, solicitations, UPS, Fed-Ex, and courier deliveries, they can be time-sensitive, delicate, and transactional or even be supplies. Whichever is the case, it becomes important to deliver the materials on time and with integrity to their right destination. The mail collection agency, CWI, facilitates, directs and manages or controls the people processes, and thus must adopt a technological solution to streamline its operations for increased efficiency. It can leverage a mail management system based on three new technologies to streamline its processes and optimize time and output. CWI must first analyze its processes in each department as discussed above to improve its work efficiency. The agency’s mailing and shipping processes should also be reviewed regularly due to rapid technological changes to uncover new business opportunities and thus enhanced savings and operational efficiencies. A software and hardware solution can streamline CWI’s operations, and automate workflows. As a result, the agency is bound to experience further increase in productivity and a reduction in expenses. Sending documents or packages and processing mail is a recurring monthly expense. Therefore, the savings the agency can accrue due to enhanced efficiencies grow over time (Palekar, et al., 1991).

With thousands of documents and mail to handle; fold, seal, stuff and send; so much is at stake, and thus the need for high-tech data integrity and security. With manual folding of packages or documents, and insertion, precision and efficiency becomes difficult to attain. However, many industries such as healthcare, finance and insurance require prompt deliveries. This means communications that go in the wrong packages or envelopes, and deliveries made to unintended or the wrong recipients must be avoided. Otherwise, they can lead to customer service issues, logistical problems and even financial or legal issues, in certain circumstances. High-volume equipment based on modern technology and software can insert, fold and sort thousands of mails without causing errors such as those that result from manual processes. Many options for sorting such documents also have the capability to interpret several mail file data layers. The technology would give CWI the flexibility to choose a group of names within its mail file or document for insertion into envelopes or targeted communication. A combination of hardware and high-tech software will speed up the processes at CWI, and thus increasing its cash flow. In simple terms, the faster invoices are sent out to the right persons at the correct addresses, the faster bills are processed and paid. It would mean that payments are processed promptly and returned faster. Fast and dependable sending of documents or mail results in faster and similarly reliable payments or feedback. Automated high-volume and low-mid volume quality equipment for folding, inserting and sorting improve mail handling precision, efficiency and accuracy, hence productivity. CWI can lease, rent or buy the equipment; it can also outsource the service for enhanced security and reduced investment expenses on equipment (Whyte, 2001).

Barcoding can also help CWI to enhance precision and accuracy in handling physical mail. Implementation of sophisticated barcoding can improve the agency’s need to streamline receipt and internal delivery of mail for accounts payable (AP), accounts collections (AC) and accounts receivables (AR). A modern high-volume equipment can fold and insert thousands of mails, then sorts them for delivery to the right recipients or departments. It has the capability to integrate a complex barcoding software with intelligent automatic inserters built for precision and accuracy to improve the integrity of the documents being processed. Barcoding enhances data security, improves document processing precision and accuracy, increases the likelihood of mail getting to the right or intended recipient, identifies and solves workflow issues encountered during mail processing, and comes with sorting options for inserting mail into envelopes or facilitating targeted messaging. It can also qualify CWI for postal discounts. Generally, the barcoding software is a tool the agency needs to transform its mail management processes into high-powered marketing campaigns and secure processing or handling such documents (Palekar et al., 1991).

An automated inbound mail processing system can help CWI ensure that nothing is lost in the mail handling and management processes. Mailing costs related to outbound mail include folding, printing, postage and insertion processes. Receipt and distribution of incoming mail across different departments also incurs costs. Unreadable registers, manual logging and other workflow processes can lead to loss of important mails already received in the agency, countable times. CWI can use a software solution designed to automatically validate the receipt of inbound mail each time they come in, and track them from the point of arrival to when delivery is confirmed. The technology eliminates the need for employees to worry about document or package location. It tracks and stores the when, who and where document details that can easily be tracked to determine the status of package or mail in real time. Adoption of a complex folding and inserting technology, barcoding software and an inbound tracking solution in a single equipment or system can help CWI streamline its receipt and internal delivery of mail for AP, AR and AC departments to reduce costs and improve productivity (Whyte, 2001).

The proposed solution can allow CWI to customize its shipping, mail and receipt services to meet its unique needs and those of its clients. Mail services management would include courier management, budget planning and management of mail function, performance review and reporting on a monthly basis, screening and security of parcels and mail, measurement of SLA performance and customer satisfaction, USPS administration of postal box management and postage meter review and refill, outsourced projects and supplier relationships management, and research, plan and deployment of improved mail services such as digital lockers and mail. The company can classify internal distribution and processing to include first class USPS, express and priority mail; enterprise parcel and mail distribution and interoffice, home office and mobile mail and parcel solutions, satellite location, and international and domestic mail forwarding. Mail security would encompass mail safety and security awareness training among employees and other CWI stakeholders, policy and procedure review, and X-ray inspection and mail screening (Palekar et al., 1991).

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