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Delivering a better service

Introduce mobile solutions to improve operations

Logistics companies are driven by tight margins and increasing competition to modernise their operations and provide a fault-free service. Quality data and information collection, processing and management systems and tools are key to this. There is no room for inaccurate and cumbersome paper-based data-gathering systems. Pressures on cost and demands for increased service levels mean that companies need to be efficient and lean. They need integration of the supply chain – and this requires intelligent solutions.

Microsoft® Windows® Powered Pocket PC software and industrial ruggedised portable computers are helping the distribution sector address these issues by improving operations and achieving cost benefits.

For example, Coca-Cola Bottling Co. Consolidated has decided to deploy Pocket PCs in its field service operations. The company’s field service engineers will use the Symbol PDT 8100 Pocket PC devices in the repair and service of vending machines. The engineers will receive work orders, inventory and parts information on their handheld devices via satellite communications to the vehicle cradle system. The company’s sales managers will use Symbol’s PPT 2800 rugged Pocket PC to take and transmit orders to provide faster delivery times and better customer service to its store customers. The solution combines rugged mobile computing with integrated wireless communications capabilities.

Today companies can introduce advanced mobile devices easily, and with little training, to anyone with a basic PC knowledge and familiarity with the Windows platform. This makes Pocket PCs particularly useful with contract staff, where workers need to be up and running without too much training.

Pocket PC goes beyond the boundaries

The Pocket PC platform offers a simple, fast user interface, extensive Internet browsing capabilities, and powerful overall performance. And because it uses the familiar Windows graphical user interface (GUI) it enables application developers to extend the traditional desktop setting to virtually anywhere. The obvious advantage of this is speed of training and deployment for users, and, for the developer, seamless integration for data collection and communication throughout the enterprise.

Logistics companies’ critical requirement is timely and accurate data. Devices and software that enable warehouse operatives and delivery drivers to capture data automatically rather than keying it in manually, are essential tools.

Barcode scanners are the most commonly used devices for automatic data capture in the distribution sector. Pocket PCs can include a barcode scanning capability and wireless connectivity, which is ideal for capturing data encoded in the barcode label. Data can then be downloaded to the company’s enterprise resource planning system and used for inventory management.

Using Microsoft Terminal Server enables managers to access the latest picking schedule from their office network when out of office. This software tool enables seamless integration of mobile devices with the main inventory system without the need for extensive programming and development of portable applications for the hardware. For years the industrial computing market has been looking for a plug-and-play solution and now they have it.

There are other useful functions with the Pocket PC phone edition software to enable messaging between the office and a wireless Pocket PC such as SMS text messages and Voice Over Internet Protocol (VOIP) software. SMS text messages can be sent to mobile workers automatically via a wireless LAN from SQL Server when certain business limits or process check points are triggered and VOIP provides walkie talkie functionality from a Pocket PC. * (insert standard connectivity clause).

Secure data transactions are essential for distribution companies. Getting the right goods to the right place, within a specific timescale is a particular challenge for logistics companies. Goods might be stored at a variety of warehouses and distribution centres along the journey. And all the while the customer needs to be kept informed of where their goods are at any one time. Companies can no longer rely on paper-based systems, where information is manually entered into a back-office system at the end of the day. Data has to be transferred in real-time to automatically update the host systems, and ideally linked to a website, so that customers can check on their deliveries and stock.

Microsoft Windows Powered mobile devices are designed with a power-on password, which is automatically set when powered off. They also make use of the Microsoft Message Queue Service (MSMQ), which stores transactions and places them in a queue while the mobile device is disconnected. When the device connects to the organisation’s network, the transactions are processed in the order they were received.

Flexible manufacturing through mobile technology

The secure data functionality of Pocket PCs is important for biscuit manufacturer Nabisco, which uses the devices in its delivery process. It also appreciates the ease with which the application was developed, because of the familiar development environment of Windows.

“Nabisco needed a handheld solution that can be built with development tools consistent with what we use on our other corporate systems, and we needed a communication technology to replace our existing mobile devices that is up-to-date with Internet protocols and has a minimum of hand-off connections,” says Raymond Paul, Nabisco’s Director of Sales. This is a major advance on the current system that has to communicate through multiple transfer points, which creates ‘weak’ links in the system.

The system uses a traditional batch-data methodology but is supported with the latest technology. When Nabisco’s driver delivers to the back-door receiving area of a local supermarket, he unloads the order and then records any changes in the mobile device. If the customer uses EDI backdoor receiving, the driver will connect the mobile device directly to the supermarket’s computer systems and transfer delivery-data via DEX interface. Then at the end of each day when the driver returns to the distribution branch, he synchronises the device with the back-end system, sending completed work and receiving new updates.

One of the error-prone steps in the older Nabisco system was the multiple transfer points that existed between the hand-held computer and back-end systems for updates. Now, with SQL Server 2000 Windows CE Edition and its replication capabilities, a direct connection between SQL Server CE on the Pocket PC and the SQL Server 2000 is established, significantly reducing failure points and providing a more trouble-free system.

Herb Brian Smith, Lead Technology Advisor at Nabisco, says: “We researched alternatives and selected SQL Server 2000 Windows CE Edition because of the integration of mobile database technology with existing enterprise database investments.”

Nabisco has also found the Pocket PC solution to be faster, easier to use, and more accurate. The company expects that the combination of Pocket PC and SQL Server 2000 Windows CE Edition will make the delivery driver’s workday more productive and reduce time during the distribution to branch transmission process.

Industrial-strength mobile data

The Pocket PC is available in a number of forms. Ruggedised devices, for example, are well suited to the demanding environment of the distribution sector. All the major, industrial handheld computer companies offer Pocket PC-based devices, including Casio, HP, Fujitsu-Siemens, Intermec Technologies (Intermec), and Symbol Technologies (Symbol).

The devices’ rechargeable batteries offer long usage times, typically six–eight hours, which protects against potential loss of data. In addition, some Pocket PCs enable batteries to be changed to support a device being used for long work days that involve multiple shifts.

With up to 64 MB of RAM memory and support for CompactFlash™ storage cards that hold up to 1 GB, or support for up to 30 GB with a PCMCIA storage option and Secure Digital/Multimediacard (SD/MMC) cards with storage capacities up to 512 MB, sufficient data can be maintained on handheld devices even if there is no battery power. The back-up battery can maintain the device until the user recharges the lithium ion battery.

Industrial handheld computer manufacturers also offer devices with integrated wireless connectivity including 802.11b, GSM/GPRS and Bluetooth such as HP’s iPAQ and Intermec’s Pocket PC range. Users can access and synchronise data on a PC, on corporate servers, or on the Web over a range of different types of connections – mobile phones, local- and wide-area networks, serial and USB connections, infrared, dial-up modems, and personal area networks.

US Fleet Services (UFS) in Pennsylvania use Intermec’s 710 Pocket PC to automate the company’s nationwide fleet of fuel delivery trucks. The 710 includes; Embedded Visual Basic 3.0, SQL Server 2000 CE Edition, integrated wireless radio, CompactFlash card, laser barcode scanner, a touch screen and numeric keypad.

UFS uses the mobile technology to support its FleetTrak system to help it refuel its customers’ vehicles and ensure that billing details are accurate and delivered on time. Drivers use the device to scan a barcode on the outside of a customer’s truck. Using the integrated 802.11b wireless technology, the decoded barcode information is transmitted to the refuelling vehicle’s electronic fuel meter, specifying the type and quantity of fuel required by the vehicle. The fuel is then delivered to the customer’s vehicle. Using the customer vehicle and fuel delivery information, UFS provides detailed fuel management reports to its customers from the company’s extranet site.

Pocket PCs come with a range of peripherals that extend their data capture, storage and connectivity options. With industry-standard infrared data (IrDA) collection supported by Pocket PC, these devices can exchange data over wireless connections and synchronise with desktop computers. Additionally, Bluetooth products for personal area networks are available for Pocket PC using CompactFlash and PC cards as well as slide-on ‘jackets’.

Full Internet connectivity from Pocket PCs can be achieved by using the built-in TCP/IP and Pocket Internet Explorer. Connections can be made either by placing the device in a cradle attached to a PC connected to the Internet or by using Ethernet, modem, or cell phone connections. Also many devices such as Toshiba’s e740 and Intermec’s Pocket PC devices offer built-in wireless LAN connectivity.

Pocket PC on the move

Swedish truck manufacturer Scania has integrated their onboard vehicle trip computer system with a Pocket PC. The Casio Cassiopeia Pocket PC sits in a dashboard-mounted cradle in the cab collecting real-time information from the internal system. It measures variables such as fuel consumption and mechanical elements. The driver can see comparative performance information using fleet management software developed by Scania Infotronics AB. Scania’s system encourages improved driving skills to promote greater fuel efficiency, helps trucking operators manage vehicles and drivers more effectively, and provides an open platform for a limitless range of applications and services in the future.

The chosen platform had to fulfil three key criteria: to be flexible, expandable, and upgradeable. It also needed to be suitable for the development of a large and varied spread of new applications. Scania Infotronics selected Pocket PC because it fulfilled these requirements exactly.

Peter Gillbrand, Managing Director of Scania Infotronics AB, comments: “Because the Pocket PC’s operating system is based on Microsoft Windows, it is a familiar development environment.”

“As a result, the development of new applications will be cost-effective and compatible with a Windows-based IT infrastructure. This means that it is the most extensive development platform available. Haulage firms and third parties are encouraged to develop their own applications – which is what we want,” says Gillbrand, “it is the best development platform by far.”

Integrating business processes through mobile solutions

From collection to warehousing, picking, shipping and delivery, distribution companies have access to a limitless range of computing and data communications hardware – Pocket PCs, laptops and mobile phones in the field, and desktop PCs, radio data terminals, programmable logic controllers and printers back in the warehouse. These are accompanied by a mix of software designed to make the distribution process easier and the business more productive.

This technology infrastructure can be enhanced using Microsoft’s .NET Framework. This is an exciting development that enables a high level of software integration throughout the enterprise based on XML Web services. Instead of the traditional distinction between desktop and server, processing occurs wherever it’s appropriate, whether on a server, desktop PC, Pocket PC, or other smart device.

By using the Internet to enable software applications to work together more easily, Microsoft .NET will enable companies to connect applications and information written in different programming languages and residing on differing platforms. Different departments can expose information as XML to share it and help streamline their business processes. As well as integrating internal applications, companies can also access services offered by other businesses. And, of particular relevance to the distribution industry, businesses can enable employees to access essential information from their Pocket PC while on the road.

By using XML Web services companies can create a wide variety of applications, such as integrating inventory control, fulfilment mechanisms and purchase-order tracking into a comprehensive supply-chain management system. This will enable ‘visibility’ of the supply chain.

In the retail supply chain, for example, companies need to know stock levels of in-store items, supplies in the retail distribution centre and even in the brand manufacturer’s warehouse. They need technology that enables them to integrate the supply chain upstream to the supplier and downstream to the customer. Network collaboration, linking the manufacturer with suppliers and customers, means they can see goods in transit. If inventory is visible (and linked to the warehouse management system), planning for production and procurement can be more efficient.

The Microsoft .NET framework enables employees to have the right information where and when they need it. For instance, sales people can access client information held on their company’s mainframe. Information can be added to a Pocket PC by a delivery driver and be instantly accessible to other members of the company.

The future of the mobile enterprise

Distribution companies such as third-party logistics providers are increasingly taking responsibility for their customers’ inventory. They need to be able to integrate the supply chain from end to end, and combine the implementation of technology with an understanding of a company’s business processes. Because logistics companies need to reach into different systems, they don’t want too many interfaces – therefore they have to be Web-enabled.

E-fulfilment has placed extra demands on manufacturers and distribution companies. They need to be more flexible, the warehouse has to react more quickly, and, just like an ordinary supply chain, they need visibility. So it’s important, therefore, to link applications such as warehouse management systems, inventory control, planning and forecasting, and procurement tracking at each stage of the supply chain.

Microsoft’s .NET framework and Pocket PCs offer an ideal solution for these companies to build a bridge from the network application to the wireless device, enabling their mobile workers to access valuable company back-office data. This will enable faster, more-accurate capture and sharing of data and a more efficient logistics operation.

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