Managing geographically dispersed data acquisition

• Supported by a global information- and communication infrastructure, the DHL trace-agent in Ljusdal (Sweden) can locate disappeared parcels anywhere in DHL’s global distribution system. Systematic information acquisition is a prerequisite for such space independent tracing, mandating that every parcel is manually scanned or documented in every step through out the distribution process – from pick up to delivery. In this case study we show that this seemingly simple, but fundamental, data acquisition task is more dependent on management principles than technological solutions. DHL has designed structure and procedures, as well as developed a supporting culture, which mandates data entry. This case thus illustrates the importance of systematic data acquisition and the role of the management principles in use governing organizational information gathering.

Nyckelord

knowledge management

information provision

codification strategy

performance measurement

discretionary data entry

mandatory data entry

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