Description
This is a presentation describes about information system management by menu cabs.
Information Systems for Management
IT @ Meru Cabs
Meru Video
Agenda
• Brief introduction about Meru cabs • Meru?s business model • GPS/GPRS System at Meru
• ERP system at Meru
• Credit Card facility at Meru
• Future recommendations
About Meru Cabs
• Radio Cab Service • Fleet size ~ 4000 • Mumbai, Delhi, Hyderabad and Bangalore • Pioneers in technology adoption.
• Winner of NASSCOM – CNBC IT User
Award for 2008 and 2009
Business Model
• Entrepreneurial subscriber model
• Drivers pay a fixed daily fee • Earnings from fares go to drivers
• Cabs owned and maintained by Meru Cabs
IT Strategy @ Meru Cabs
• No business without technology
• Reaching out to the customers • Partnering with the best in business
Initial IT system
•Heterogeneous IT systems
• Built around a specific business problem
• Did not talk to each other
• Need for co-ordination between departments • No one to emulate
• Learning phase
• Conscious effort to not to start with an ERP system
Inside a cab
•Tamper proof digital fare
• Cab meters integrated with GPS system • Prevents over-charging
• Printed receipt
Inside a cab - Contd
• GPS Tracking device
• Real time tracking • Distance travelled • Location plotted on GIS map
•GPRS connectivity
• Communication between driver and control room
How IT works
Cab selection
Driver Information
Business Problems and Solutions
Problem
Allocating the „right? cab
Solution
GPS helps in identifying the „optimal? cab to service the customer
Maintaining driver?s discretion
Drivers have the control to bid or not to bid for a particular fare request
Fairness in bidding process
Bidding algorithm designed to allocate the nearest cab and among them the one which has made the least business for the day
Oracle ERP – Why?
• Integration of back office operations
• Better controls • Best practices • Long term
Business Problems and Solutions
Problem
Increasing productivity and service levels
Solution
Standardizing of processes using single integrated system (ERP)
Risk management and control
Built in controls (financial, operational), comprehensive reporting in ERP
Managing growing fleet and subscribers (drivers)
Oracle Enterprise Asset Management Supports condition bases maintenance strategies for assets
Oracle ERP – How?
•Top management commitment • Phased implementation
• Duration of the project – 9 months
Business Problems and Solutions
Problem
Employee readiness and buy-in for the new system
Solution
Consistent, frequent corporate communication and commitment to implement ERP. Making the right noises Phased implementation
Minimizing project risk
No precedent of similar implementation in travel industry in the country
Expertise of partners (Accenture)
What is ERP?
• ERP is an industry term for a multi-module application software • ERP helps a company manage the important parts of its business like sales, finance, HR, project management, manufacturing • The ERP products are the “back office” products
ERP
What is CRM all about?
Customer
Relationships
Customer Loyalty
Customer Satisfaction
Oracle E-Business Suite
E-Business Suite
ERP
CRM
Service Oriented Architecture
• The Oracle suite at Meru is based on a Service Oriented Architecture • With a SOA, organizations can easily extend and evolve their architectures instead of replacing existing investments
ERP adoption at Meru
• Currently using Oracle ERP: implementation partner – Accenture • Finance and HR modules went live in Nov 2009 • CRM by Siebel • Oracle Business Intelligence is under implementation
Applications of ERP Modules
• Enterprise Asset Management
• • • • Fleet management Driver subscription management Preventive maintenance scheduling Training scheduling for drivers
Oracle ERP – Employee Impact
•Training • Extensive employee training before going live • Hand holding and support post implementation • Pain Areas • Parallel systems • Reconciling both systems • Overtime work for employees
Siebel CRM
• Customer Analytics
• • • • Database of customers Details of earlier trips Complaint logging Action against erring drivers
Business Problems and Solutions
Business Problem – As the size of the fleet grows, management and monitoring becomes cumbersome IT Solution – Key performance indicators are generated by the ERP suite to monitor processes and work flows
Business Problems and Solutions
Business Problem – As the size of the fleet grows so do the customers. How does one manage all the customer data? IT Solution – Siebel CRM gathers all the customer data into one location. Data analysis becomes much more easier.
Business Problems and Solutions
Business Problem – As the business develops, some modules may need to be shelved and some may need to be added. Does one need to buy a new software? IT Solution – Service oriented architecture allows Meru to modify the ERP design as per requirement
Credit card billing
• 6 months to test
• Not a single problem after rollout
• Phased rollout
• Mumbai biggest market, hence targeted last
• Merchant Banker – Axis Bank
Customer centricity
• Tamper proof digitized meters • Printed receipts
• Database of customers
Feedback
• SMS after every trip • Driver complaints/grievances
• Third party customer satisfaction survey
The road ahead
• • • • • • • • Continuous improvement of existing systems New initiatives such as speed alarms Introducing pay phones in the cab DTV and international radio Automatic door locking for added security Automatic distress signal sender On board hi-speed internet connectivity Toll free phone connectivity to the Meru office
Sample Video of Speed Alarm
Concluding Statement
“ Technology does not drive change: it enables change ”
doc_536262556.pptx
This is a presentation describes about information system management by menu cabs.
Information Systems for Management
IT @ Meru Cabs
Meru Video
Agenda
• Brief introduction about Meru cabs • Meru?s business model • GPS/GPRS System at Meru
• ERP system at Meru
• Credit Card facility at Meru
• Future recommendations
About Meru Cabs
• Radio Cab Service • Fleet size ~ 4000 • Mumbai, Delhi, Hyderabad and Bangalore • Pioneers in technology adoption.
• Winner of NASSCOM – CNBC IT User
Award for 2008 and 2009
Business Model
• Entrepreneurial subscriber model
• Drivers pay a fixed daily fee • Earnings from fares go to drivers
• Cabs owned and maintained by Meru Cabs
IT Strategy @ Meru Cabs
• No business without technology
• Reaching out to the customers • Partnering with the best in business
Initial IT system
•Heterogeneous IT systems
• Built around a specific business problem
• Did not talk to each other
• Need for co-ordination between departments • No one to emulate
• Learning phase
• Conscious effort to not to start with an ERP system
Inside a cab
•Tamper proof digital fare
• Cab meters integrated with GPS system • Prevents over-charging
• Printed receipt
Inside a cab - Contd
• GPS Tracking device
• Real time tracking • Distance travelled • Location plotted on GIS map
•GPRS connectivity
• Communication between driver and control room
How IT works
Cab selection
Driver Information
Business Problems and Solutions
Problem
Allocating the „right? cab
Solution
GPS helps in identifying the „optimal? cab to service the customer
Maintaining driver?s discretion
Drivers have the control to bid or not to bid for a particular fare request
Fairness in bidding process
Bidding algorithm designed to allocate the nearest cab and among them the one which has made the least business for the day
Oracle ERP – Why?
• Integration of back office operations
• Better controls • Best practices • Long term
Business Problems and Solutions
Problem
Increasing productivity and service levels
Solution
Standardizing of processes using single integrated system (ERP)
Risk management and control
Built in controls (financial, operational), comprehensive reporting in ERP
Managing growing fleet and subscribers (drivers)
Oracle Enterprise Asset Management Supports condition bases maintenance strategies for assets
Oracle ERP – How?
•Top management commitment • Phased implementation
• Duration of the project – 9 months
Business Problems and Solutions
Problem
Employee readiness and buy-in for the new system
Solution
Consistent, frequent corporate communication and commitment to implement ERP. Making the right noises Phased implementation
Minimizing project risk
No precedent of similar implementation in travel industry in the country
Expertise of partners (Accenture)
What is ERP?
• ERP is an industry term for a multi-module application software • ERP helps a company manage the important parts of its business like sales, finance, HR, project management, manufacturing • The ERP products are the “back office” products
ERP
What is CRM all about?
Customer
Relationships
Customer Loyalty
Customer Satisfaction
Oracle E-Business Suite
E-Business Suite
ERP
CRM
Service Oriented Architecture
• The Oracle suite at Meru is based on a Service Oriented Architecture • With a SOA, organizations can easily extend and evolve their architectures instead of replacing existing investments
ERP adoption at Meru
• Currently using Oracle ERP: implementation partner – Accenture • Finance and HR modules went live in Nov 2009 • CRM by Siebel • Oracle Business Intelligence is under implementation
Applications of ERP Modules
• Enterprise Asset Management
• • • • Fleet management Driver subscription management Preventive maintenance scheduling Training scheduling for drivers
Oracle ERP – Employee Impact
•Training • Extensive employee training before going live • Hand holding and support post implementation • Pain Areas • Parallel systems • Reconciling both systems • Overtime work for employees
Siebel CRM
• Customer Analytics
• • • • Database of customers Details of earlier trips Complaint logging Action against erring drivers
Business Problems and Solutions
Business Problem – As the size of the fleet grows, management and monitoring becomes cumbersome IT Solution – Key performance indicators are generated by the ERP suite to monitor processes and work flows
Business Problems and Solutions
Business Problem – As the size of the fleet grows so do the customers. How does one manage all the customer data? IT Solution – Siebel CRM gathers all the customer data into one location. Data analysis becomes much more easier.
Business Problems and Solutions
Business Problem – As the business develops, some modules may need to be shelved and some may need to be added. Does one need to buy a new software? IT Solution – Service oriented architecture allows Meru to modify the ERP design as per requirement
Credit card billing
• 6 months to test
• Not a single problem after rollout
• Phased rollout
• Mumbai biggest market, hence targeted last
• Merchant Banker – Axis Bank
Customer centricity
• Tamper proof digitized meters • Printed receipts
• Database of customers
Feedback
• SMS after every trip • Driver complaints/grievances
• Third party customer satisfaction survey
The road ahead
• • • • • • • • Continuous improvement of existing systems New initiatives such as speed alarms Introducing pay phones in the cab DTV and international radio Automatic door locking for added security Automatic distress signal sender On board hi-speed internet connectivity Toll free phone connectivity to the Meru office
Sample Video of Speed Alarm
Concluding Statement
“ Technology does not drive change: it enables change ”
doc_536262556.pptx