Andre’s vision for Puffin Parcel Group (PPG) will herald a number of changes on the previous business processes in order for the people and structure to be suited to the new business strategies. Given that PPG has over the past decade operated a reliable service to local businesses in Manchester, the processes must be transformed to accommodate the expansion to other platforms. Expansion to the home delivery and returns market increases the complexity of business processes in PPG. Whereas the employees were used to working in a system that only supported collection and delivery to and from local businesses, they will now incorporate home delivery and collection to the business processes. This might also translate into a need for PPG to absorb some of the drivers on casual contract into its network of permanent full-time drivers.
Having an online presence will have significant impact on PPG due to the impact of e-commerce on sales and marketing efforts. Liang (2010) notes the internet performs a number of significant functions, which improves efficiency in areas of operations such as information acquisition, organization, processing, storage and transfer. However, for the business to enjoy success brought about by these changes, the management should introduce changes targeting payment systems and logistic, which promotes innovations. These platforms means that although PPG does not open physical offices in other regions, its presence will expand to reach to national and also adds to potential exploitation of international customers. Among the areas that will change is time of business operation. Online business will make it necessary for PPG to adopt a 24/7 business operation to fully capitalize on existing markets.