Ms Year 4 Project

8/13/2019 Ms Year 4 Project

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THE EFFECTS OF SELECTED MANAGEMENT SCIENCE TOOLS ON PERFORMANCEOF TRANSPORT AND LOGISTICS SERVICE COMPANIES: A COMPARATIVE STUDY OF

DHL, G4S AND WELLS FARGO IN NAKURU MUNICIPALITY

OCHIENG JARED OPONDO C12/60275/09 ..

A RESEARCH PROPOSAL SUBMITTED IN PARTIAL FULFILLMENT OF THE

REQUIREMENTS FOR THE AWARD OF BACHELOR OF COMMERCE DEGREE IN

MANAGEMENT SCIENCE IN EGERTON UNIVERSITY

EGERON UNIVERSITY

NOVEMBER 2012


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CHAPTER ONE

INTRODUCTION

1.1 B !"#$%&'( %) *+ -*&(

T$ '-/%$* * %' involves t e ! "si#$l %ove%ent o& 'lo( o' )oo*s. + e t&$ns!o&t$tion s"ste% is

t e ! "si#$l lin, t $t #onne#ts #-sto%e&s &$( %$te&i$l s-!!lie&s !l$nts ($&e o-ses $n*

# $nnel %e% e&s. + ese $&e t e 'i e* !oints in $ lo)isti#s s-!!l" # $in. + e $si# %o*es o'

t&$ns!o&t$tion $&e ($te& &$il %oto& #$&&ie& $i& $n* !i!eline G$le 2009 . On t e ot e& $n*

%# -* !- ($s *e'ine* " Co-n#il o' 3-!!l" C $in 4$n$)e%ent P&o'ession$ls 1991 $s !$&t o'

t e s-!!l" # $in !&o#ess t $t !l$ns i%!le%ents $n* #ont&ols t e e''i#ient e''e#tive 'o&($&*

$n* &eve&ses 'lo( $n* sto&$)e o' )oo*s se&vi#es $n* &el$te* in'o&%$tion et(een t e !oint o'o&i)in $n* t e !oint o' #ons-%!tion in o&*e& to %eet #-sto%e&s &e -i&e%ents. + -s t&$ns!o&t

$n* lo)isti#s se&vi#e #o%!$nies $&e #o%!$nies ( i# $&e involve* in t e %ove%ent o' )oo*s

&$( %$te&i$ls $n* !$els et(een #-sto%e&s s-!!lie&s !l$nts $n* ($&e o-ses ( ile ens-&in)

e''i#ien#" in t e !&o#ess inston $n* Gol* e&) 2008 .

+&$ns!o&t $n* lo)isti#s se&vi#es #o%!$nies $ve een on t e &ise ove& t e !$st *e#$*e. Pete&

D&-#,e& 1960 i*enti'ie* lo)isti#s $s $ )&o(in) #on#e&n (it in -siness o!e&$tions. + is %$" e $tt&i -te* to t e #ontin-e* nee* 'o& t&$ns!o&t$tion o' %$te&i$ls $s $ &es-lt o' t e in#&e$se in

t e n-% e& o' %$n-'$#t-&in) ( oles$le $n* &et$il -sinesses $n* sen*in) o' !$els $%on)st

!eo!le. + is $s t&i))e&e* sti'' #o%!etition $%on) t e #o%!$nies in t is in*-st&" $s e$# one o'

t e #o%!etito&s ostle 'o& #-sto%e&s (it ot e& in*-st&" !l$"e&s (it t e o e#tive o' st$"in)

$ e$* o' #o%!etition :-l$ni $n* A -%e&e 199;

+&$ns!o&t $n* lo)isti#s #o%!$nies $ve t -s een 'oe* to e eve& on t e loo,o-t 'o& ($"s

%e$ns $n* te# ni -es ( i# t e" #o-l* leve&$)e on to ($*e o'' #o%!etition $n* #ontin-e to

e #el in t ei& o!e&$tions. 4$n" #o%!$nies $&e t-&nin) to t e -se o' %$n$)e%ent s#ien#e tools

to el! t e% $ve $n e*)e ove& t ei& #o%!etito&s


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te# ni -es line$& !&o)&$%%in) *"n$%i# !&o)&$%%in) invento&" %o*els Pe&'o&%$n#e $n*

ev$l-$tion &evie( te# ni -e PER+ C&iti#$l !$t %et o* $%on)st ot e&s.

In t is st-*" (e $&e )oin) to investi)$te to ( $t e tent %$n$)e%ent in'o&%$tion s"ste% 4I3

$n* t&$ns!o&t$tion %o*el s i%!&oves !e&'o&%$n#e e''i#ien#" in te&%s o' s$vin) #ost &e*-#in)

t e ti%e t$,en in t&$nsit in te&%s o' in#&e$sin) &eli$ ilit" $n* *e!en*$ ilit" o' t e t &ee sele#te*

t&$ns!o&t $n* lo)isti#s #o%!$nies? DHB ells :$&)o $n* G83.

+&$ns!o&t$tion %o*el s is #on#e&ne* (it t e %ove%ent o' ite%s et(een s-!!lie&s $n*

#ons-%e&s so t $t t e tot$l #ost o' t e t&$ns!o&t$tion is %ini%i>e*. It is in)e* on 'in*in) $n*

'ollo(in) t e &o-te t $t (ill #ost t e le$st o' $ll t e !ossi le &o-tes $n* t -s el! to %ini%i>e on

t e #ost o& &o-tes t $t (ill t$,e t e s o&test ti%e !ossi le to settle #lients t&$ns!o&t$tion se&vi#es

*e%$n*s.

+ e -se o' t&$ns!o&t$tion %o*el s to %ini%i>e t e #ost o' s i!!in) '&o% $ n-% e& o' so-es to $

n-% e& o' *estin$tions ($s 'i&st !&o!ose* in t e 19;0s. An $&ti#le " +olstoi 19;0

t&$ns!o&t$tion !&o le% ($s st-*ie* ( e&e $ ne)$tive #"#le #&ite&ion ($s *evelo!e* $n* $!!lie* to

solve $ l$&)e@s#$le t&$ns!o&t$tion !&o le% to o!ti%$lit". A st-*" " Hit# #o#, 1981 ? + e

*ist&i -tion o' !&o*-#ts '&o% seve&$l so-es to n-%e&o-s lo#$lities ($s !&o!ose* to %ini%i>et e #ost o' s i!!in). oo!%$ns 1989 in*e!en*entl" !&o*-#e* t e se#on* %$ o& #ont&i -tion in

$ &e!o&t entitle* O!ti%-% -tili>$tion o' t&$ns!o&t$tion s"ste%s


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De#ision 3-!!o&t 3"ste% D33 ( i# el!s in #olle#tin) %$&,et intelli)en#e $n* !&ovi*e &e$l@

ti%e *$t$ 'o& *e#ision %$,in) E e#-tive 3-!!o&t 3"ste% E33 ( i# !&ovi*es $ll t e

in'o&%$tion nee*e* " t e to! e# elon o' t e o&)$ni>$tion to %$,e st&$te)i# *e#isions &e)$&*in)

t e *i&e#tion o' t e o&)$nis$tion. B$-*on $n* B$-*on 2010 i*enti'" 'ive e&$s o' 4I3 evol-tion

#o&&es!on*in) to 'ive ! $ses in t e *evelo!%ent o' #o%!-tin) te# nolo)"? %$in'&$%e $n*

%ini#o%!-te& #o%!-tin) !e&son$l #o%!-te&s #lient/se&ve& net(o&,s ente&!&ise #o%!-tin)

$n* #lo-* #o%!-tin).

4$n$)e%ent in'o&%$tion s"ste%s $n* t&$ns!o&t$tion %o*el s ( en $!!lie* in o&)$ni>$tions

o!e&$tions $ve t e $ ilit" to #on'e& %"&i$* ene'its not t e le$st o' ( i# $&e i%!&ove*

e''i#ien#" &eli$ ilit" $n* s$vin) on #ost $n* ti%e. + e -se o' t ese tools in o&)$ni>$tions #$n e

$ )$%e # $n)e& in t e in*-st&" B$-*on $n* B$-*on 2010 Hille& $n* Bie e&%$n 2000 .

Ho(eve& (it t e i) s,e!ti#is% $%on) %$n$)e&s &e)$&*in) t e -se o' t ese tools AI$tions in t is st-*"? DHB ells :$&)o $n* G83.

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1.2 S* * '* %) *+ /$%3

+ e $!!li#$tion o' %$n$)e%ent s#ien#e tools to %$n$)in) o&)$ni>$tions o!e&$tions $s een

t e *is#o-&se in so%e o' n$tion$l #on'e&en#es on i%!&ovin) e''i#ien#" in t e %$n$)e%ent o'

o&)$ni>$tions AI


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1. O35 !* 6 -

1. .1. M ' O35 !* 6

+o investi)$te t e in'l-en#e o' $!!li#$tions o' t(o sele#te* %$n$)e%ent s#ien#e tools? t&$ns!o&t

%o*els $n* %$n$)e%ent in'o&%$tion s"ste%s on t e !e&'o&%$n#e o' t&$ns!o&t$tion $n* lo)isti#s

se&vi#e #o%!$nies in N$,-&- %-ni#i!$lit".

1. .2. S/ ! ) ! O35 !* 6 -

In &es!e#t o' DHB G83 $n* ells :$&)o t&$ns!o&t$tion $n* lo)isti#s se&vi#e #o%!$nies.

3!e#i'i# o e#tives $&e set to?

i. +o # $&$#te&i>e t e t&$ns!o&t$tion %o*el s -se* " t e sele#te* t&$ns!o&t $n* lo)isti#s'i&%s.

ii. +o # $&$#te&i>e %$n$)e%ent in'o&%$tion s"ste%s -se* " t e sele#te* t&$ns!o&t $n*

lo)isti#s 'i&%s.

iii. +o investi)$te t e in'l-en#e o' t&$ns!o&t$tion %o*el s on ti%e.

iv. +o investi)$te t e in'l-en#e o' %$n$)e%ent in'o&%$tion s"ste%s on ti%e.

v. +o *ete&%ine t e in'l-en#e o' t&$ns!o&t$tion %o*el s on #ost.

vi. +o *ete&%ine t e in'l-en#e o' %$n$)e%ent in'o&%$tion s"ste%s on #ost.

1.4 R - $!+ + /%*+ - -

i. In &es!e#t o' t e 'i&st o e#tive *es#&i!tive st$tisti#s (ill e -se*.

ii. In &es!e#t o' t e se#on* o e#tive *es#&i!tive st$tisti#s (ill e -se*.

iii. +&$ns!o&t$tion %o*el s *o not $ve $ si)ni'i#$nt in'l-en#e on ti%e.

iv. 4$n$)e%ent in'o&%$tion s"ste%s *o not $ve $ si)ni'i#$nt in'l-en#e on ti%e.

v. +&$ns!o&t$tion %o*el s *o not $ve $ si)ni'i#$nt in'l-en#e on #ost.

vi. 4$n$)e%ent in'o&%$tion s"ste%s *o not $ve $ si)ni'i#$nt in'l-en#e on #ost.

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1.7. D * * %'- %) *+ -*&(

+ is &ese$ is $ o-t t&$ns!o&t $n* lo)isti#s se&vi#e #o%!$nies in N$,-&- %-ni#i!$lit".

+ e s- e#t o' t e st-*" (ill e DHB ells :$&)o $n* G83 in N$,-&- %-ni#i!$lit".

+ e !$&$%ete& to e investi)$te* is !e&'o&%$n#e o!e&$tion$li>e* in te&%s o' #ost $n* ti%e.

+ e t(o %$n$)e%ent s#ien#e tools to e investi)$te* $&e? t&$ns!o&t$tion %o*el s $n*

%$n$)e%ent in'o&%$tion s"ste%s.

In t is st-*" 'o-& *estin$tions #o%%on to t e t &ee *estin$tions 'o& t e sele#te* t&$ns!o&t $n*

lo)isti#s se&vi#e #o%!$nies (ill e #onsi*e&e* n$%el"? is-%- $,$%e)$ El*o&et $n*

N$i&o i.

1.8. L * * %'- %) *+ -*&(

+ e &ese$ st-*" ($s li%ite* " ti%e t e ti%e $v$il$ le 'o& #on*-#tin) t is &ese$ ($s onl"

t(o %ont s.

3o%e &es!on*ents (e&e -n(illin) to )ive #e&t$in in'o&%$tion $ o-t t ei& o&)$ni>$tions.

3o%e &es!on*ents too, %o&e t $n $ (ee, to )ive -s 'ee* $#,.

1.9. I /%$* '! %) *+ -*&( .

+ is st-*" (ill el! in s e**in) %o&e li) t on t e $l&e$*" e istin) ,no(le*)e $ o-t

t&$ns!o&t$tion %o*els $n* %$n$)e%ent in'o&%$tion s"ste%s $n* t ei& e''e#ts on !e&'o&%$n#e o'

t&$ns!o&t$tion $n* lo)isti#s se&vi#e #o%!$nies.

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+ is st-*" (ill e -n*e&t$,en to en$ le t ose 'i&%s in t&$ns!o&t$tion $n* lo)isti#s se&vi#e

in*-st&" to *e#i*e ( et e& o& not to $!!l" t e %$n$)e%ent s#ien#e tools *is#-sse* to i%!&ove

t ei& !e&'o&%$n#e " en $n#in) t ei& *e!en*$ ilit" $n* &eli$ ilit" $n* &e*-#in) t ei&

o!e&$tion$l #ost $n* t e ti%e t$,en.

:in$ll" t e 'in*in)s o' t is st-*" (ill el! $&o-se t e inte&est o' st-*ents in instit-tions o'

i) e& le$&nin) to !-&s-e 4$n$)e%ent 3#ien#e es!e#i$ll" in +&$ns!o&t$tion $n* Bo)isti#s "

&ese$ in) %o&e on t e s- e#t.

CHAPTER TWO

LITERATURE REVIEW

2.1. I'*$%(&!* %'

+ is # $!te& 'o#-ses on t e &elev$nt lite&$t-&e to t e st-*" in o&*e& to $# -$int t e &ese$ e& (it

&es-lts o' ot e& st-*ies &el$tin) to t is 'iel*. It in#l-*es &evie( o' isto&i#$l lite&$t-&e $n*

e%!i&i#$l lite&$t-&e ( i# el! in &el$tin) t e st-*" to t e l$&)e& on)oin) *i$lo)-e in t e lite&$t-&e

$ o-t t e st-*". It i) li) ts *i''e&ent $-t o&s $n* t ei& !e&s!e#tives in t ei& $&e$ o' &ese$ on

$s!e#ts o' t e e''e#ts o' -se o' t&$ns!o&t$tion %o*el s $n* %$n$)e%ent in'o&%$tion s"ste%s on

!e&'o&%$n#e.

2.2. H -*%$ ! '( E / $ ! * $ *&$

2.2.1. T$ '-/%$* * %' %( -;

+&$ns!o&t$tion %o*el s $&e s!e#i$l !-&!ose $l)o&it %s o' t e line$& !&o)&$%%in). + e

t&$ns!o&t$tion %o*el is #on#e&ne* (it sele#tin) t e &o-tes et(een s-!!l" $n* *e%$n* !oints in

o&*e& to %ini%i>e #osts o' t&$ns!o&t$tion s- e#t to #onst&$ints o' s-!!l" $t $n" s-!!l" !oint $n*

*e%$n* $t $n" *e%$n* !oint tt!?//(((.% $,nol.#o%/%$n$)e%ent@s#ien#e/t&$ns!o&t$tion@$n*@$ssi)n%ent@%o*els@in@o!e&$tions@&ese$ / .

A##o&*in) to Gol*en $n* Ass$* 1991 t&$ns!o&t$tion %o*el s is s"non"%o-s (it ve i#le

&o-tin). e so%e o e#tive s-# $s #ost $n* t e tot$l ti%e t$,en.

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+&$ns!o&t$tion %o*el s / e i#le &o-tin) s- e#t is one t $t $s $ lon) isto&" o' s"ste%$ti# st-*"

t e !&o le% 'i&st ein) #onsi*e&e* in $n $#$*e%i# !$!e& " D$nt>i) $n* R$%se& !- lis e* in t e

l$te 1950 s on e i#le &o-tin) !&o le%. A##o&*in) to


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E$# ve i#le $s $ li%it #$!$#it" @ -s-$ll" (ei) t $n*/o& vol-%e on t e )oo*s #$&&ie* e.).

t$n,e&s *elive&in) to !et&ol )$soline st$tions $&e vol-%e li%ite* -ses $ve $ li%it on t e

n-% e& o' !eo!le le)$ll" $llo(e* on o$&* et#.

E$# ve i#le $s $ tot$l (o&,in) ti%e '&o% *e!$&t-&e to $&&iv$l $#, $t t e *e!ot t"!i#$ll" to

#o%!l" (it le)$l &est&i#tions on *&ive& (o&,in) o-&s.

E$# ve i#le $s $ ti%e !e&io* (it in ( i# it %-st le$ve t e *e!ot t"!i#$ll" to ens-&e t $t s!$#e

is $v$il$ le 'o& in#o%in) ve i#les to &es-!!l" t e *e!ot. E$# ve i#le $s $ n-% e& o' ti%e

!e&io*s *-&in) ( i# it *oes not in) *&ive& &est !e&io*s . E$# ve i#le $s $ #ost $sso#i$te* (it

its -se 'o& *elive&ies.

2.2.1.1.2. C&-*% $-

E$# #-sto%e& $s $ #e&t$in -$ntit" ( i# $s to e *elive&e*

E$# #-sto%e& $s $ n-% e& o' ti%e !e&io*s *-&in) ( i# *elive&" $n*/o& #olle#tion #$n o##-&

ti%e (in*o(s .

E$# #-sto%e& $s $n $sso#i$te* visit ti%e *&o! ti%e .

E$# #-sto%e& $s $ set o' ve i#les ( i# #$nnot e -se* 'o& *elive&" $##ess &est&i#tions .

E$# #-sto%e& $s $ !&io&it" 'o& *elive&" i' t e ve i#les #$nnot *elive& to $ll t e #-sto%e&s .

+"!i#$ll" t is %i) t $!!en *-e to *&ive&/ve i#le -n$v$il$ ilit"

2.2.1.1. . O*+ $ ) !*%$-

4-lti!le t&i!s " t e s$%e ve i#le on $ sin)le *$" ( e&e t e ve i#le &et-&ns to t e *e!ot $n* t en

)oes o-t $)$in e.). !ost o''i#e v$ns

+ e&e $&e t&i!s " t e s$%e ve i#le lon)e& t $n one *$" i.e. (it ove&ni) t sto!s .

+ e&e $&e Co%!$&t%ent$li>e* ve i#les (it %$n" *i''e&ent t"!es o' !&o*-#t to *elive&.

2.2.1.1.8. T+ %35 !* 6 - %) *+ - ( - #'

In t e *esi)n o' ve i#le &o-tes to %eet t e $ ove &e -i&e%ents t e&e $&e $ n-% e& o' o e#tives

t $t #o-l* e $*o!te*. + &ee $si# o e#tives #$n e *istin)-is e*?

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i. 4ini%i>e t e n-% e& o' ve i#les -se* ve i#les $n* t ei& $sso#i$te* *&ive&s $&e o'ten $

'i e* #ost

ii. 4ini%i>e t e tot$l *ist$n#e o& ti%e t&$velle* t is t"!i#$ll" #o&&es!on*s to v$&i$ le #ost

iii. 4ini%i>e so%e #o% in$tion o' n-% e& o' ve i#les -se* $n* tot$l *ist$n#e o& ti%e

t&$velle*.

+ e #ost o' ve i#les in t e ve i#le 'leet is o'ten &e)$&*e* $s $ 'i e* #ost so t $t t e 'i&st o e#tive

$ ove #o&&es!on*s to t e %ini%i>$tion o' 'i e* #osts t e se#on* o e#tive $ ove #o&&es!on*s to

t e %ini%i>$tion o' t e &-nnin) o& v$&i$ le #osts $n* t e t i&* o e#tive $ ove #o&&es!on*s to

t e %ini%i>$tion o' tot$l #ost t e s-% o' 'i e* !l-s v$&i$ le #ost .

+ e net(o&, *i$)&$% #$n e ill-st&$te* $s s o(n elo(?

J. E.


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$##o-nt$nts to solve -siness !&o le%s #ostin) $ !&o*-#t se&vi#e o& -siness@(i*e st&$te)".

4$n$)e%ent in'o&%$tion s"ste%s $&e *istin#t '&o% &e)-l$& in'o&%$tion s"ste%s in t $t t e" $&e

-se* to $n$l">e ot e& in'o&%$tion s"ste%s $!!lie* in o!e&$tion$l $#tivities in t e o&)$ni>$tion.

A#$*e%i#$ll" t e te&% is #o%%onl" -se* to &e'e& to t e )&o-! o' in'o&%$tion %$n$)e%ent

%et o* tie* to t e $-to%$tion o& s-!!o&t o' -%$n *e#ision %$,in) e.). no(le*)e %$n$)e%ent

s"ste%s *e#ision s-!!o&t s"ste%s e !e&t s"ste%s $n* e e#-tive in'o&%$tion

2.2.2.1. K'%< (# ' # '* - -* -

K'%< (# ' # '* - -* is $n inte)&$l !$&t o' t e ove&$ll in'o&%$tion s"ste% o' $n

o&)$ni>$tion. 4ost o' t e ot e& s"ste%s $ve een &e#o)ni>e* 'o& %$n" "e$&s -t t is one %$" e

t o-) t o' $s &el$tivel" ne(. no(le*)e %$n$)e%ent s"ste%s 43 en$ le o&)$ni>$tions to

ette& %$n$)e !&o#esses 'o& #$!t-&in) $n* $!!l"in) ,no(le*)e $n* e !e&tise B$-*on $n*

B$-*on 2010 . no(le*)e (o&,e&s $&e t ose ( o !&o%ote t e #&e$tion o' ne( ,no(le*)e $n*

inte)&$te it into t e o&)$ni>$tion.

A##o&*in) to :-)$te 3t$n, $n* 4ent>e& 2009 &es-lts #olle#te* in $ lo)isti#s o!e&$tions #onte t !&ove t e e isten#e o' $ st&on) !ositive &el$tions i! et(een $ 43 !&o#ess $n* o!e&$tion$l $n*

o&)$ni>$tion$l !e&'o&%$n#e. + is vie( is '-&t e& !&ove* " R$s-l$ -,si# $n* 3te% e&)e& in

t ei& &ese$ ? + e i%!$#t o' no(le*)e %$n$)e%ent s"ste%s on o&)$ni>$tion$l !e&'o&%$n#e.

+ e %o*el ($s e%!i&i#$ll" teste* t &o-) st&-#t-&$l e -$tion %o*elin) on $ s$%!le o' ;29

3loveni$n $n* C&o$ti$n #o%!$nies (it 50 o& %o&e e%!lo"ees. + e" #on#l-*e* t $t no(le*)e

%$n$)e%ent s"ste%s en$ les $n o&)$ni>$tion to #$!t-&e sto&e *ist&i -te $n* $!!l" ,no(le*)e to

en$ le it leve&$)e it 'o& st&$te)i# ene'its in te&%s o' %$,in) (ell in'o&%e* *e#isions ( i#

en$ le* t e% to #-t on t ei& o!e&$tion #osts.

2.2.2.2. E'* $/$ - - -* -

E'* $/$ - - -* - $lso ,no(n $s enterprise resource planning (ERP) s"ste%s $&e -se* to

&i*)e t e #o%%-ni#$tion )$! et(een $ll *e!$&t%ents $n* $ll -se&s o' in'o&%$tion (it in $

#o%!$n". A##o&*in) to C -n) 200 Ente&!&ise Reso-e Pl$nnin) ERP s"ste%s $&e one o'

t e %ost si)ni'i#$nt o' t e te# nolo)i#$l $*v$n#es to e%e&)e *-&in) t e l$st *e#$*e. ERP !&ovi*e

13


14/50

14

o&)$ni>$tions (it $ set o' in#o&!o&$te* $!!li#$tion %o*-les t $t #ove& %ost -siness '-n#tions

D$ven!o&t 2000 .

D-&in) t e l$st *e#$*e t e $*o!tion o' ERP s"ste%s ($s #le$&l" one o' t e %ost si)ni'i#$nt

'$#to&s in o&)$ni>$tion$l evol-tion t ese *$"s $##o-ntin) 'o& $ o-t ;0K o' $ll %$ o& evol-tion

$#tivities in o&)$ni>$tions D$ven!o&t 2000 He&ol* :e*o& $n* C$l*(ell 2007 .

Olson 2008 *e'ine* ERP $s $n in*-st&" te&% 'o& $ &o$* set o' $#tivities s-!!o&te* " %-lti@

%o*-le $!!li#$tion so't($&e t $t el!s $ %$n-'$#t-&e& o& ot e& -siness %$n$)e t e i%!o&t$nt

!$&ts o' its *$il" o!e&$tions in#l-*in) !&o*-#t !l$nnin) !- $sin) !$&ts %$int$inin)

invento&ies inte&$#tin) (it s-!!lie&s !&ovi*in) #-sto%e& se&vi#e $n* t&$#,in) o&*e&s. $ e&

2006 *e'ine* ERP $s $ &o$* te&% 'o& $n" so't($&e $!!li#$tion t $t inte)&$tes $ll -siness

!&o#esses $n* *$t$ into $ sin)le s"ste%.

As ERPs evolve* t e" $ve e#o%e %o&e so! isti#$te* in te&%s inte)&$tin) $ se&ies o' %o*-les

in *i''e&ent -siness '-n#tions s-# $s 'in$n#e $n* $##o-ntin) -%$n &eso-e %$n$)e%ent I+

s$les $n* %$&,etin) %$n-'$#t-&in) $n* lo)isti#s 3 $n,s 3e**on $n* ill#o#,s 200; De&"

G&$nt H$ll $n* $iles 2005 .

+ e i%!le%ent$tion o' ERP $s een #&e*ite* $%on) ot e& t in)s (it &e*-#in) !&o#-&e%ent

# $&)es #&e$tin) i) l" e''i#ient s$les st&$te)ies lo(e&in) $*%inist&$tion &$tes $n* *e#&e$sin)

*i&e#t $n* in*i&e#t l$ o& e !enses H-nton Bi!!in#ott $n* Re#, 200; Ge'en $n* R$)o(s,"

2008 Len $n* 3 e- 2008 $tion$l !e&'o&%$n#e

H$ll 2002 .

2.2.2. . C&-*% $ $ * %'-+ / ' # '* - -* .

C-sto%e& &el$tions i! %$n$)e%ent CR4 is $ (i*el" i%!le%ente* %o*el 'o& %$n$)in) $

#o%!$n" s inte&$#tions (it #-sto%e&s #lients $n* s$les !&os!e#ts. It involves -sin) te# nolo)"

to o&)$ni>e $-to%$te $n* s"n# &oni>e -siness !&o#esses !&in#i!$ll" s$les $#tivities -t $lso

t ose 'o& %$&,etin) #-sto%e& se&vi#e $n* te# ni#$l s-!!o&t. + e ove&$ll )o$ls $&e to 'in* $tt&$#t

$n* (in ne( #lients se&vi#e $n* &et$in t ose t e #o%!$n" $l&e$*" $s enti#e 'o&%e& #lients to

&et-&n $n* &e*-#e t e #osts o' %$&,etin) $n* #lient se&vi#e

tt!?//en.(i,i!e*i$.o&)/(i,i/C-sto%e& &el$tions i! %$n$)e%ent .

14


15/50

15

C-sto%e& &el$tions i! %$n$)e%ent CR4 is in#&e$sin)l" i%!o&t$nt to 'i&%s $s t e" see, to

i%!&ove t ei& !&o'its t &o-) lon)e&@te&% &el$tions i!s (it #-sto%e&s. In &e#ent "e$&s %$n"

$ve investe* e$vil" in in'o&%$tion te# nolo)" I+ $ssets to ette& %$n$)e t ei& inte&$#tions

(it #-sto%e&s e'o&e *-&in) $n* $'te& !- $se


16/50

16

2. . C%'! /*& F$


17/50

17

3o-e? Rese$ e&.

CHAPTER THREE

RESEARCH METHODOLOGY

.1 .R - $!+ ( - #'

+ e &ese$ $*o!te* *es#&i!tive $!!&o$# . + is is e#$-se t e st-*" $i% to *es#&i e t e e''e#t o'

t&$ns!o&t$tion %o*el s $n* 4$n$)e%ent in'o&%$tion s"ste%s on !e&'o&%$n#e o' t e sele#te*

t&$ns!o&t $n* lo)isti#s se&vi#e #o%!$nies. Des#&i!tive &ese$ is -se* to o t$in in'o&%$tion

#on#e&nin) t e #-&&ent st$t-s o' t e ! eno%en$ to *es#&i e ( $t e ists (it &es!e#t to v$&i$ les

o& #on*itions in $ sit-$tion 4-)en*$ $n* 4-)en*$ 1999 .

.2. T $# * P%/& * %'

+ e st-*" 'o#-se* on DHB ells :$&)o $n* G83 t&$ns!o&t $n* lo)isti#s se&vi#e #o%!$nies in

N$,-&- 4-ni#i!$lit". + e st-*" !o!-l$tion ($s &es!e#tive e%!lo"ees o' DHB ells :$&)o $n*

G83 #o%!$nies. A t$&)et !o!-l$tion is t e tot$l #olle#tion o' ele%ents $ o-t ( i# one (is es to

%$,e so%e in'e&en#es 4-)en*$ $n* 4-)en*$ 1999 .

. . S / '# D - #' '( - =

R$n*o% s$%!lin) ($s -se* to sele#t $n initi$l s$%!le si>es '&o% G83 (ells :$&)o $n* DHB

( i# $ve !o!-l$tion o' ;5 80 $n* 20 e%!lo"ees &es!e#tivel". E%!lo"ees to e inte&vie(e*

in#l-*e t e '-n#tion$l %$n$)e&s $n* lo(e& level e%!lo"ees. At 95K #on'i*en#e level t e $#t-$l

s$%!le si>e is #$l#-l$te* $s 'ollo(s?

17

4o*e&$tin) v$&i$ le

n$

e&e n is ;0K o' t e !o!-l$tion ( i# is $ )oo*&e!&esent$tion o' t e !o!-l$tion


18/50

18

3$%!le si>e 'o& ells :$&)o?

3$%!le si>e o' DHB?

3$%!le si>e 'o& G83?

18

n ;0K o' 80 12

12 e%!lo"ees

n$

=

n ;0K o' 20

6 e%!lo"ees

n$

= 6 e%!lo"eesn ;0K o' ;5

10 e%!lo"ees

n$


19/50


20/50


21/50

21

DHB

G83

ells :$&)o

3o-e? Rese$ e&

.8. D * A' - - '( P$ - '* * %'

Des#&i!tive st$tisti#s ($s -se* to $n$l">e t e *$t$.

A t@test 'o& t(o s$%!les ($s -se* to #o%!$&e t e i%!$#t o' t e sele#te* 4$n$)e%ent 3#ien#e

tools on $n" t(o 'i&%s. + e 'o&%-l$ is $s 'ollo(s

3t$n*$&* *evi$tion s 1

@ 2

n

3o-e? 3ie)el 2002

21

3o-e? 3ie)el 2002


22/50


23/50

23

4.2. P$ - '* * %' %) F '( '#-

T 3 4: G '( $ $ /$ - '* * %' %) R -/%'( '*-

M F

DHL 1 2

W - F $#%

G4S 7

T%* ? @

F #&$ 1: G '( $ $ /$ - '* * %' %) R -/%'( '*-

0

1

2

3

4

5

6

DHL G4S Wells Fargo

MaleFemale

S%&$! : Rese$ D$t$ 2012

In DHB %ost &es!on*ents (e&e 'e%$le ( ile G83 $n* ells :$&)o &e#o&*e* $ i) e& n-% e& o'

%$le &es!on*ents.

T 3 7: A# %) R -/%'( '*-

23


24/50

24

C% / ' 20@28 25@29 ;0@;8 ;5 $n* $ ove

DHB 2 1 @ @

ells :$&)o 1 ; 1 1

G83 @ 6 1 1

T%* 10 2 2

F #&$ 2: A# %) R -/%'( '*-

S%&$! : Rese$ D$t$ 2012

All &es!on*ents '&o% DHB (e&e elo( ;0 "e$&s. ells :$&)o s o(e* $ *ist&i -tion o'

&es!on*ents $)es o' et(een 20 $n* ;7 "e$&s. G83 s o(e* &es!on*ents o' $)es et(een 25 $n*

;5 "e$&s.

T 3 8: R -/%'( '*- L 6 %) E(&! * %'

C% / ' Ce&ti'i#$te Di!lo%$ De)&ee

DHB @ 1 2

ells :$&)o 2 ; 1

G83 ; 8 1

24


25/50

25

T%* 7 @ 4

F #&$ : R -/%'( '*- 6 %) E(&! * %'

0

0.5

1

1.5

2

2.5

3

3.5

4

4.5

DHL Wells Fargo G4S

Cert ! "ate

D #loma

Degree

S%&$! : Rese$ D$t$ 2012

DHB $* onl" *e)&ee $n* *i!lo%$ ol*e&s &es!on*ents. ells :$&)o $* &es!on*ents (it ne$&l"

no&%$ll" *ist&i -te* level o' E*-#$tion. 4ost &es!on*ents '&o% G83 $* $tt$ine* #e&ti'i#$te level

o' E*-#$tion.

4.2.1. T$ '-/%$* * %' %( -;

T 3 9: T+ (&$ * %' %) // ! * %' %) *$ '-/%$* * %' %( -;

COMPANY DURATION IN YEARS

DHB

EBB3 :ARGO @

25


26/50

26

G83 10

3o-e? Rese$ *$t$ 2012

4.2.1.1. M '- '( -* '( $( ( 6 * %'- %) '& 3 $ %) +%&$- 3


27/50

27

M ' 1.7@ 2.20@4

S* '( $( D 6 * %' 0.8848

3o-e? Rese$ *$t$ 2012

ells :$&)o e #ee*s t e *e$*line set " #-sto%e&s " $n $ve&$)e o' 1 o-& ;8. %in-tes (it $

st$n*$&* *evi$tion o' ;9.9 %in-tes. + is #$n e $tt&i -te* t e %o*e&$tin) v$&i$ les s-# $s t e

st$te o' t e &o$*s.

T 3 ?: G4S

' +%&$- x ; x

;

x

; 2

1 [email protected] 0.0; 0.00091 [email protected] 0.0; 0.0009

0.75 0.75@

0.97

@0.22 0.08 8

1 [email protected] 0.0; 0.0009

0.5 [email protected] @0.87 0.2209

1.5 [email protected] 0.5; 0.2 09


27


28/50

28


M ' 0.?9 0.7749

S* '( $( D 6 * %' 0.2@17

3o-e: Rese$ D$t$ 2012

G83 e #ee*s t e *e$*line set " #-sto%e&s " $n $ve&$)e o' 5 .2 %in-tes (it $ st$n*$&*

*evi$tion o' 16.9 %in-tes. + is #$n e $tt&i -te* t e %o*e&$tin) v$&i$ les s-# $s t e st$te o' t e

&o$*s.

4.2.1.2. C% / $ * 6 ' - - %) !%-* - 6 (

4.2.1.2.1 M '- '( -* '( $( ( 6 * %'- %) !%-* - 6 ( 3 *+ ) $ -


29/50

29

1;;.;;;;

850 ;50 00 166.6667 27777.7 9

MEAN 9@ . 59166.6766

S* '( $( D 6 * %' 191,[email protected]@

3o-e? Rese$ *$t$ 2012

DHB s$ves $n $ve&$)e o' ,s .7 ;;;;.;0 (it $ st$n*$&* *evi$tion o' s . 171 99 .0 .06( en

t e" -se t&$ns!o&t$tion %o*el s .

T 3 11: W - F $#%

C%-* S 6 ( T%* ; x ; x ; 2

T% K -& & '

000

T% E (%$ *

' 000

150 0 2;0 15 225

180 70 210 @5 25

120 100 220 5 25

1;0 90 220 5 25

29


30/50

30

100 0 1 0 @;5 1225

150 0 2;0 15 225

MEAN 217 1750

S* '( $( D 6 * %' K-+ 1@90@. 0

3o-e? Rese$ *$t$ 2012

ells :$&)o s$ves $n $ve&$)e o' ,s .215 000 (it $ st$n*$&* *evi$tion o' ,s .1 70 .;0 ( en

t e" -se t&$ns!o&t$tion %o*el s .

T 3 12: G4S

C%-* S 6 ( T%* ; x ; x ; 2

T% K -& & '

000

T% E (%$ *

' 000

0 70 150 @ .75 76.5625

90 70 160 1.25 1.5625

100 65 165 6.25 ;9.0625

95 60 155 @;.75 18.0625

0 70 150 @ .75 76.5625

100 65 165 6.25 ;9.0625

90 70 160 1.25 1.5625

30


31/50


32/50

32

t#6

1J70J.;0J

680J.70

215000@15J75022

+

t# @7.06069;56

Re e#tion &e)ion @7.06

Re e#tion &e)ion

@2.179 2.179

D ! - %': e &e e#t t e n-ll "!ot esis.

C%'! &- %': + e&e is $ si)ni'i#$nt *i''e&en#e et(een t e #ost s$ve* " G83 $n* t $t s$ve* "

ells :$&)o ( en t e" -se t&$ns!o&t$tion %o*el s

B *< ' G4S '( DHL:

Ho? + e&e is no si)ni'i#$nt *i''e&en#e et(een t e #ost s$ve* " G83 $n* t $t s$ve* "

DHB ( en t e" -se t&$ns!o&t$tion %o*el s

H1? + e&e is $ si)ni'i#$nt *i''e&en#e et(een t e #ost s$ve* " G83 $n* t $t s$ve* "

DHB ( en t e" -se t&$ns!o&t$tion %o*el s .

3i)ni'i#$n#e level 5K 0.05

n n 1Qn2 Q; 11 en#e t@test is -se*.

+(o@ t$il test

t0.025 2.179

1 x 15 750 n 1 3 1 680 .7

32


33/50

33

2 x 7 ;;;;.; n 2 ; 3 2 17199 .0

t#

;

17199J.0J

J

680J.7

7J;;;;.;@15J75022

+

@6.2

Re e#tion &e)ion @6.2

Re e#tion &e)ion

@2.179 2.179


C%'! &- %': + e&e is $ si)ni'i#$nt *i''e&en#e et(een t e #ost s$ve* " G83 $n* t $t s$ve* "

DHB ( en t e" -se t&$ns!o&t$tion %o*el s .

B *< ' DHL '( W - F $#%:

Ho? + e&e is no si)ni'i#$nt *i''e&en#e et(een t e #ost s$ve* " DHB $n* t $t s$ve* "


H1? + e&e is $ si)ni'i#$nt *i''e&en#e et(een t e #ost s$ve* " DHB $n* t $t s$ve* "



n n 1Qn2 ;Q6 9 en#e t@test is -se*.

+(o@ t$il test

t0.025 2.179

1 x 7 ;;;;.; n 2 ; 3 1 17199 .0

33


34/50

34

2 x 215000 n 2 6 3 2 1 70 .;

t#

6

1J70J.;

;

17199J.0J

215000@7J;;;;.;22

+

5.706

Re e#tion &e)ion

Re e#tion &e)ion 5.706

@2.179 2.179


C%'! &- %': + e&e is $ si)ni'i#$nt *i''e&en#e et(een t e #ost s$ve* " DHB $n* t $t s$ve*

" ells :$&)o ( en t e" -se t&$ns!o&t$tion %o*el s .

E *$ 6 $ # !%-* '!&$$ ( 3 *+ !% / ' - ' *+ )% %< '# /%%$ $% ( -*$ *!+ -

T 3 1

G83 ells :$&)o DHB

+ot$l@ is-%-? :-el? 70 000 60 000 5; ;;;.;0

Re!$i&? 105 625 8 ;;;.;0 20 000


35/50

35

G4S48$

Wells Fargo31$

DHL21$

Average extra cost incurred by thecompanies along poor raod stretches

A6 $ # 6 & %) #%%(- %-* - $ -& * %) '- !&$ * %'# *+ $% (- / (.

T 3 14

G83 ells :$&)o DHB

N$,-&-@ is-%- 55 625 59 166.70 16 666.70

N$,-&-@El*o&et 2;125 27 500 1 ;;;.;0

T%* 9@,970 @8,888.90 7000

:i)-&e 5.

35


36/50

36

G4S39$

DHL43$

Wells Fargo18$

Average value of goods lost as a result ofinsecurity along the roads plied.

4.2.2. M ' # '* I')%$ * %' S -* -

4.2.2.1. D&$ * %' )%$


37/50

37

D$t$ $se

4$n$)e%ent

3"ste%

15 ;

4.2.2.2. M '- '( -* '( $( ( 6 * %'- %) !%-* - 6 (


38/50

38

3o-e? Rese$ *$t$ 2012

ells :$&)o s$ves $n $ve&$)e o' ,s . 825 000 (it $ st$n*$&* *evi$tion o' ,s . 52880.80 ( en

t e" -se 4I3.

T 3 1@: G4S

' 000 "-+ x ; x ; x ; 2

500 [email protected] @12.5 156.25


800 [email protected] @112.5 12656.25

600 [email protected] 112.5 12656.25


650 [email protected] 1;7.5 1 906.25

850 [email protected] @62.5 ;906.25


M ' 712.7 4@,970

S* '( $( D 6 * %' @ 472. 0

3o-e: Rese$ D$t$ 2012

G83 s$ves $n $ve&$)e o' ,s . 521500 (it $ st$n*$&* *evi$tion o' ,s . ;852.;0

( en t e" -se 4I3.

.

4.2.2. . * * -* )%$ *+ ( )) $ '! ' !%-* - 6 (


39/50


40/50

40

Ho? + e&e is no si)ni'i#$nt *i''e&en#e et(een t e #ost s$ve* " G83 $n* t $t s$ve* "

DHB ( en t e" -se 4I3 in t ei& o!e&$tions.

H1? + e&e is $ si)ni'i#$nt *i''e&en#e et(een t e #ost s$ve* " G83 $n* t $t s$ve* "

DHB ( en t e" -se 4I3 in t ei& o!e&$tions.


n n 1Qn2 Q; 11 en#e t@test is -se*.

+(o@ t$il test

t0.025 2.179

1 x 512500 n 1 3 1 ;852.;0

2 x 850000 n 2 ; 3 2 50000

t#;

00005J

;0.;852J

850000@12500522

+

1.518

Re e#tion &e)ion A##e!t$n#e &e)ion

1.518 Re e#tion &e)ion

@2.179 2.179

D ! - %': e $##e!t t e n-ll "!ot esis.

C%'! &- %': + e&e is no si)ni'i#$nt *i''e&en#e et(een t e #ost s$ve* " G83 $n* t $t s$ve*

" DHB ( en t e" -se 4I3 in t ei& o!e&$tions.

40


41/50

41

4.2.2.4. M '- '( -* '( $( ( 6 * %'- %) * - 6 (


42/50

42

3o-e? Rese$ *$t$ 2012

ells :$&)o s$ves $n $ve&$)e o' 2 o-&s 80.2%in-tes (it $ st$n*$&* *evi$tion o' 89 %in-tes

( en t e" -se

T 3 ?: G4S

' +%&$- ; ; ; 2

; ;@;.98 @0.98 0. ;6

; ;@;.98 @0.98 0. ;6

8.5 8.5@;.98 0.56 0.;1;6

8 8@;.98 0.06 0.00;6

5 5@;.98 1.06 1.12;6

5 5@;.98 1.06 1.12;6

; ;@;.98 @0.98 0. ;6

8 8@;.98 0.06 0.00;6

M ' .?4 7.21@@

S* '( $( D 6 * %' 0.@8 4

3o-e: Rese$ D$t$ 2012

G83 s$ves $n $ve&$)e o' ; o-&s 56.8%in-tes (it $ st$n*$&* *evi$tion o' 51. %in-tes ( en t e"-se 4I3.

4.2.2.7. * * -* )%$ *+ ( )) $ '! ' * - 6 (


43/50


44/50


45/50

45

4.2.2.8. R /$ - '* * %' %) *+ )) !* %) / % - IT * $ ! %' *+ $ )) ! '! '

%/ $ * %'-:

DHL G4S W - F $#%

V $ E)) ! '* 1 5 ;

E)) ! '* 2 ; ;

T 3 8

CHAPTER FIVE

45


46/50

46

CONCLUSIONS AND RECOMMENDATIONS

7.1. S& $ %) M 5%$ F '( '#-

:&o% t is &ese$ st-*" it ($s est$ lis e* t $t t e -se o' t&$ns!o&t$tion %o*el s in *ete&%inin)

s o&test &o-tes &e*-#es t&$ns!o&t$tion #ost si)ni'i#$ntl". DHB s$ves $n $ve&$)e o' ,s .7 ;;;;.;0

(it $ st$n*$&* *evi$tion o' s . 171 99 .0 ( en t e" -se t&$ns!o&t$tion %o*el s . ells :$&)o

s$ves $n $ve&$)e o' ,s .215 000 (it $ st$n*$&* *evi$tion o' ,s .1 70 .;0 ( ile G83 s$ves $n

$ve&$)e o' ,s .15 7500 (it $ st$n*$&* *evi$tion o' ,s .680 .70. Ho(eve& t ese )$ins #o-l*

$ve een %o&e (e&e it not 'o& t e e''e#ts o' %o*e&$tin) v$&i$ le inse#-&it" $lon) t e &o-tes.

DHB loses on $ve&$)e )oo*s (o&t s . 7 750 ells :$&)o loses on $ve&$)e )oo*s (o&t s

6 666.70 $n* DHB (o&t s ;5000

+ e -se o' t&$ns!o&t$tion %o*el s s o-l* s$ve ti%e. Ho(eve& in o-& st-*" (e 'o-n* o-t t $t t e

e''e#ts o' %o*e&$tin) v$&i$ le? !oo& st$te o' t e &o$* net(o&, #$n#els t e )$ins t $t #o-l* $ve

een &e$li>e*. DHB '$ils to %eet t e *e$*line " $n $ve&$)e o' 15 %in-tes (it $ st$n*$&*

*evi$tion o' 8. %in-tes. ells :$&)o '$ils to %eet t e *e$*line " $n $ve&$)e o' 1 o-& ;8.

%in-tes (it $ st$n*$&* *evi$tion o' ;9.9 %in-tes. G83 '$ils to %eet t e *e$*line " $n $ve&$)e

o' 5 .2 %in-tes (it $ st$n*$&* *evi$tion o' 16.9 %in-tes.

It ($s $lso 'o-n* t $t t e -se o' 4$n$)e%ent In'o&%$tion 3"ste% s in o!e&$tions si)ni'i#$ntl"&e*-#es ti%e $n* #ost in#-&&e*.

DHB s$ves $n $ve&$)e o' 2 o-&s 19. %in-tes (it $ st$n*$&* *evi$tion o' ;8.6 %in-tes ( en

t e" -se 4I3. ells :$&)o s$ves $n $ve&$)e o' 2 o-&s 80.2%in-tes (it $ st$n*$&* *evi$tion o'

89 %in-tes ( ile G83 s$ves $n $ve&$)e o' ; o-&s 56.8%in-tes (it $ st$n*$&* *evi$tion o' 51.

%in-tes.

DHB s$ves $n $ve&$)e o' ,s . 850 000 (it $ st$n*$&* *evi$tion o' ,s . 50000. ells :$&)o s$ves

$n $ve&$)e o' ,s . 825 000 (it $ st$n*$&* *evi$tion o' ,s . 52880.80 ( ile G83 s$ves $n

$ve&$)e o' ,s . 521500 (it $ st$n*$&* *evi$tion o' ,s . ;852.;0

7.2. F '( '#- %) $ - $!+ + /%*+ - -

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i. All t e t &ee 'i&%s st-*ie* -se ti%e@(in*o( t&$ns!o&t$tion %o*el.

ii. All t e t &ee 'i&%s -se t e 'ollo(in) in'o&%$tion s"ste%s? +&$ns$#tion !&o#essin) s"ste%

C-sto%e& &el$tions i! 4$n$)e%ent Ente&!&ise s"ste% D$t$ $se 4$n$)e%ent 3"ste%

$n* no(le*)e 4$n$)e%ent 3"ste%.

iii. + e -se o' t&$ns!o&t$tion %o*el s &e*-#es t e t&$ns!o&t$tion ti%e. Ho(eve& in o-& st-*"

t e )$ins $&e #$n#elle* " si)ni'i#$nt e''e#t o' t e %o*e&$tin) v$&i$ le t e !oo& st$te o'

t e &o$*s.

iv. + e -se o' 4$n$)e%ent in'o&%$tion s"ste%s si)ni'i#$ntl" &e*-#es o!e&$tion ti%e.

v. + e -se o' t&$ns!o&t$tion %o*el s si)ni'i#$ntl" &e*-#es t e t&$ns!o&t$tion #ost.

vi. + e -se o' 4$n$)e%ent in'o&%$tion s"ste%s si)ni'i#$ntl" &e*-#es o!e&$tion #ost.

7. . C%'! &- %'

In li) t o' t is &ese$ it is evi*ent t $t t e -se o' t e sele#te* 4$n$)e%ent 3#ien#e tools?

4$n$)e%ent in'o&%$tion s"ste%s $n* t&$ns!o&t$tion %o*el s $ve $ !ositive i%!$#t on t e

!e&'o&%$n#e o' t e st-*ie* 'i&%s.

7.4. R !% '( * %'-


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18. H$ll R. 2002 . Ente&!&ise &eso-e !l$nnin) s"ste%s $n* o&)$ni>$tion$l # $n)e?

+&$ns'o&%in) (o&, o&)$ni>$tionsT 3t&$te)i# C $n)e. !!. 26;@270.

15. He&ol* D.4. :e*o& D.


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