Unleashing the mobile worker

Many companies have made large-scale investments in back-end systems, which by nature are static installations not necessarily suited to contemporary demands for business mobility. As a result, a whole new group of applications has emerged, acting as middleware between corporate data centre systems and handheld computers in the field.

Mark Lilje, MD of mobile data company RangeGate SA, says there are some key steps to take when making use of mobile technology to enhance back-end systems and increase return on investment (ROI).

Mobile computing applications allow businesses to take actions and manage processes according to what happens at the most critical point, where workers do their jobs or link with customers. The effective integration of this mobile technology into business processes gives frontline workers access to critical business data and functionality when they need it, revolutionising business efficiency, enhancing competitiveness and increasing ROI.

By embracing mobile technology, companies can enjoy all of these advantages and more. However, there are certain considerations all companies should make in order to maximise their opportunities through the mobile technology revolution.

A company needs to examine how mobile workers operate, on the premises or in the field, and scrutinise the efficiency and accuracy of their operations. It must understand what mobile technology can do for it, empowering employees with the information to make accurate, up-to-date business decisions.

Companies that profit from mobile operations will be those that identify, understand and apply the right technologies to their business processes. It is not only a matter of automating processes; the aim should be to invest in a system that empowers mobile workers with best business practices and the correct information to allow them to most effectively develop their roles and improve their performance. The proactive optimisation and management of these mobile processes is a strong driver for ROI.

Mobile technology can improve both the top and bottom line of a business - top line through easier sales processes, the faster supply of accurate information to the sales force and better customer service; bottom line through reduced fulfilment costs and assets.

Companies that invest in mobile technology have better control of costs and assets, can make quick adjustments to business operations, and can benefit from major cost savings and gains in efficiency simply by being better able to respond to changing circumstances.

Mobile technology will have an impact on the business internally and externally. On the internal front, operations such as warehousing and supply chain management will benefit - a reduction in shrinkage is one good example of how organisations can immediately extract tangible benefit. External, or in-the-field, mobile applications include proof of delivery, logistics and others in the "track-and-trace" style, as well as service and sales automation.

The first key component for an effective ROI in back-end systems is the mobile technology device itself. This can range from a personal digital assistant (PDA)-type device for executives, to robust, task-specific wireless devices for the shop floor, but each must deliver the information required within that role quickly and accurately.

As users grow increasingly comfortable with wireless e-mail, they will demand more sophisticated technology.

Jack Gold, VP, Meta Group

The second is the software application the device leverages. This must support existing business processes to allow a co-ordinated approach, enhancing and strengthening the systems and operations in place. In order to maximise ROI, the applications must provide improved business processes and actively manage these on a continuous basis.

The third key component, and possibly the most important, is the integration of the mobile device and its software with existing business systems. Many companies can create a great user interface on the mobile device, but they are unable to follow through by linking it seamlessly into enterprise resource planning systems such as SAP, PeopleSoft or JD Edwards. This is a crunch point, and companies that integrate most successfully have the greatest ROI.

Underpinning the mobile systems is a wealth of technology, including information carrier standards such as 802.11 for local area networks and GSM and GPRS for wide area networks.

Security is a prime concern when dealing with corporate information systems and these standards offer effective security at a hardware level, but over and above this it is important for businesses to take the same security precautions they do on the wired network.

Most organisations are now either investigating mobile applications or will be shortly, but they can take their ROI experience a step further with task management. Mobile technology extending back-end systems can deliver task management functions to maximise the time and efficiency of staff. Effective task management handles all assets, including people, and ensures the right tasks are done at the right time and managed in the most appropriate way.

A company has to be clear about what it needs from mobile technology, investigate the options and co-ordinate an integrated approach to streamline its business practices.

Wireless technology carries with it inherent benefits, which include freeing business people from their desks by giving them "anywhere, anytime" connectivity to networks and the Internet.

However, locally, wireless technology is taking off slowly for another reason, which goes further than the technology itself.

Surely the efficiency of being able to walk around with a tablet PC connected to the corporate network is justification enough for adopting the technology? Not to mention the benefits of rolling it out in rural areas where no data or telecoms infrastructure exists.

Not entirely so, says Brian Tarr, operations executive at Business Connexion. He says that, in addition to security, cultural issues play a big part in the adoption of wireless technology. According to Tarr, the best business case for wireless, currently, is to look at the real benefits of the technology and how they fit into a business`s list of needs.

Tarr warns that it does not make financial sense to dump an existing wired infrastructure in favour of a wireless infrastructure as the cost implications are very high.

"The big hurdle with any new technology is the initial roll-out," he says. "For example, users need to be wireless-enabled, ie cards and equipment have to be bought; then the infrastructure has to be prepared and developed. This could prove quite costly if an existing system is already in place.

"A better method of technology roll-out would be to gradually phase it in as and when equipment is replaced or refreshed," he says.

"The cultural issue is also playing a part in the adoption of wireless technology," Tarr says. "Adoption of any technology depends on whether it is made a part of a business`s culture and generally accepted as just another business process."

To this end, says Tarr, the roll-out of wireless technologies depends on how receptive the culture is to using the technology. "In any case, the use of technology should not change the way things are done, which means processes should appear to be as natural as possible."

South Africans have had to develop a culture of technology use. As was seen with the massive growth in the cellular market, the adoption of wireless will, no doubt, result in people looking back and asking: "Where on earth were we without wireless?"

For now, though, wireless technology is still in its infancy. "Security issues will be resolved, but the challenge of breeding a culture that accepts wireless as part of everyday life is more complex. Fortunately, SA is well on its way to nurturing a more tech-savvy society, which will promote the bridging of the proverbial digital divide," says Tarr.

According to research group Meta, by 2007, 65% of companies will deploy at least one wireless application. Messaging will top the most-wanted application list, with 50% of organisations enabling wireless e-mail within three years and 75% within four years.

However, Meta projects that e-mail will serve merely as a starting gate for the enterprise wireless movement, not the finish line.

Security issues will be resolved, but the challenge of breeding a culture that accepts wireless as part of everyday life is more complex.

Brian Tarr, operations executive, Business Connexion

"As users grow increasingly comfortable with wireless e-mail, they will demand more sophisticated technology," says Jack Gold, VP of Meta Group. "Companies will respond by deploying mission-critical wireless applications that address asset management, logistics, delivery and a host of other enterprise needs. Moreover, as the types of applications increase, so too will the size of the deployments."

Meta expects that within two years companies currently with wireless pilot initiatives will expand the scope of deployment from a limited number of seats to installations of thousands of users. Organisations will move toward large-scale departmental or corporate deployments. However, despite the trend toward increased scale, the average wireless deployment will remain at 100 to 200 users.

According to Eion Gibson, senior research analyst: architecture and infrastructure: "As with other countries, South African companies and IT organisations need to be more proactive in developing a pervasive computing strategy that will set the roadmap for offering mobile access to applications and information. Many companies remain highly sceptical and resistant to deploying technology for technology`s sake - and rightly so. However, the whole area of wireless and mobility is a very fertile area for just this to happen, driven as it is by media coverage, vendor push and a considerable amount of the technology being freely available or affordable to the average user."

UTi-Sun Couriers, a division of UTi Worldwide, specialises in the movement of express freight to and from any address in SA or overseas, and has branches all over the country. Service is of particular importance in the courier industry - time is paramount, and an hour`s delay can have far-reaching implications. The more time saved, the more productive UTi`s clients become, and the bigger the impact on the bottom line.

A number of partners came together to deliver a solution to UTi. They included MTN; Intermec Technologies, a global player in development, manufacture and integration of wired and wireless automated data collection systems, barcode printers and barcode scanners; and ProScan, a provider of barcoding, RFID, data collection, wireless networking and mobile technologies.

UTi has installed one of the largest GPRS mobile communication and data collection systems in SA. To date, 300 units are operational in the field and another 500 will be deployed in further phases.

UTi-Sun`s couriers are now equipped with Intermec 700 mobile computers, putting them in constant real-time connection with the rest of the UTi network. This connection is retained as vehicles and couriers move about the country. The 700 is a rugged instrument running Microsoft Pocket PC operating system with an integrated cellular phone and barcode scanner, and other advanced capabilities.

UTi wrote all the software itself and the mobile device is used to direct couriers to urgent parcel pick-ups. Telephone or Internet requests are relayed automatically to the Intermec unit and the courier can also acknowledge and confirm pick-ups and deliveries - giving instant and real-time confirmation within seconds. When the device is out of the office, its route and whereabouts can be pinpointed at any time.

All the couriers are supplied with SIM cards, which are inserted into the Intermec cellular phone unit fitted to all courier vehicles.

UTi has rolled out this data application in Gauteng and Cape Town, and Durban is about to follow. The account stands at 300 SIM cards, with unlimited growth likely in future.

The pilot roll-out in Gauteng was so successful that UTi accelerated implementation throughout SA.

Similar initiatives are bound to become more commonplace in SA as legal issues surrounding technologies that enable voice over Internet Protocol and hotspots get sorted out early next year. Companies are then bound to gather a better understanding of the benefits of having some of their strategic employees becoming more mobile.