2.2 - quality of information (PHPS)

Question 1

Discuss the importance of PHPS collecting good quality information when managing parcel deliveries
. [10 marks]

Answer 1

Good quality information is accurate, reliable, valid, up-to-date, relevant, and complete. For a courier service like PHPS, this ensures smooth operations, customer satisfaction, and legal compliance.

Accuracy:

Ensures customer addresses, contact numbers, and parcel data are correct.

Prevents misdelivery or failed collection.

e.g., If a postcode is wrong, the parcel might go to the wrong location.

Validity:

Data like tracking numbers follow a specific format (LLNNNNL) — this helps in easy identification and traceability of parcels.

Real-time GPS data helps couriers navigate effectively.

Completeness:

PHPS must collect all relevant details: name, email, address, phone, payment info, and parcel contents.

Missing information could delay or prevent a successful delivery or registration.

Relevance:

Only essential info should be collected to meet GDPR requirements.

E.g., collecting unnecessary personal details could be seen as intrusive or unlawful.

Reliability:

Customers rely on tracking data and SMS/email updates, so the data must be consistently correct and accessible.

🧠 Link to LO2.2:
According to LO2.2, quality information allows better decision-making, greater efficiency, and helps organisations like PHPS avoid financial loss and reputational damage.

Question 2

Discuss the possible impacts that poor quality information could have for PHPS. [10 marks]

Answer 2

Poor quality information can have serious negative effects on PHPS’s operations, reputation, and customer satisfaction.

One major risk is misinformed decision-making. If the data collected from customers is inaccurate, not valid and irrelevant —such as incorrect delivery addresses, contact numbers, or parcel details—couriers may struggle to deliver parcels efficiently.

Negative impact of poor quality information:
* on reputation due to negative reviews from
customers online.

• on ability to respond to customers’ needs.
• on delivery times caused by inaccurate stock
  information.
• on profits due to poor management decisions
  based on out of date information.
• on sales due to declining customer base.
• on returns as incorrect items sent out due to
  unreliable order details.