User support is the most critical factor for any implementation

Transport Corporation of India (TCI) is Asia's largest logistics service provider, with about 1,000 company-owned offices and 3,000 destinations. It handles over 5.5 million tons of cargo annually and operates a mammoth fleet of 4,000 trucks.

Implementing anything new through out an organization of such a large size is always a challenge as well as an opportunity. In 2001, TCI started the implementation of an ERP application developed in house. Called TIPS (Transport Information Processing System), the project involved the installation of the VSAT network (at the hub center). This was a challenging experience, no doubt, especially given that the application had to be implemented at 60-odd locations throughout India.

In most organizations, expenses on such a large scale need to be justified and getting the support of the management is a major hurdle. But at TCI, getting top management support for upgrading technology was not a problem at all and this has been a big reason for this and other successes. The challenge was to get the support of users within the organization, who had been using the legacy system for years together and were used to them.

If there was any problem encountered during the implementation process, it had to be solved at once. As the development process was centralized, work could not be stopped. The rectified software had to reach the implementation site within 24 hours and this was a great challenge. We worked on a very tight schedule.

Troubleshooting

We have designed a Trouble Shooting Chart in order to help remote location users solve their problems. This gives details about the kinds of problems that can arise and how each of them can be solved.

The concept of a 'trouble shoot chart' is based on user manuals that accompany most electronic goods. It has proved to be very useful in getting our people trained in trouble shooting.

The challenges

Using client server technology to maintain software at 60 locations was a major problem as the application continued to evolve during the implementation. Strict control on the software version being used had to be maintained.

Converting data from legacy systems to Oracle was another challenge, especially as a majority of the computerized branches were using single standalone machines. The support of users is the most important factor that contributes to the success of any application software implementation. We realized this early in the implementation and spent a considerable amount of time and effort in developing training modules for the field IT as well as user staff in every region.

Identifying suitable hardware vendors in remote locations in India has been a challenge. We boast of hardware technology advancement, but at small places, vendor support and connectivity still remains a problem. To overcome this, a VSAT network was installed at all major hub centers of TCI, and these were integrated with our LAN network. Chat software was provided at VSAT locations to communicate with other offices in a bid to reduce phone bills and non-stop data transfer through FTP.

With the help and guidance from the management, as also 24-hour sittings by many in the IT wing, the project was implemented at the earliest. Today, it is working very fine at all major locations of Travel Corporation. Now, I can proudly say the implementation has proved to be a success story at TCI.

Sudesh Jain, is the assistant vice-president-IT, TCI.