LEADER 08330nam 22008655 450 001 9910438081103321 005 20200919143437.0 010 $a3-642-44970-0 024 7 $a10.1007/978-3-642-44970-3 035 $a(CKB)2550000001199592 035 $a(EBL)1698217 035 $a(OCoLC)881161800 035 $a(SSID)ssj0001186076 035 $a(PQKBManifestationID)11674180 035 $a(PQKBTitleCode)TC0001186076 035 $a(PQKBWorkID)11217506 035 $a(PQKB)11389097 035 $a(DE-He213)978-3-642-44970-3 035 $a(MiAaPQ)EBC1698217 035 $a(PPN)176117555 035 $a(EXLCZ)992550000001199592 100 $a20140121d2013 u| 0 101 0 $aeng 135 $aur|n|---||||| 181 $ctxt 182 $cc 183 $acr 200 10$aTransforming Field and Service Operations $eMethodologies for Successful Technology-Driven Business Transformation /$fedited by Gilbert Owusu, Paul O?Brien, John McCall, Neil F. Doherty 205 $a1st ed. 2013. 210 1$aBerlin, Heidelberg :$cSpringer Berlin Heidelberg :$cImprint: Springer,$d2013. 215 $a1 online resource (284 p.) 300 $aDescription based upon print version of record. 311 $a3-642-44969-7 320 $aIncludes bibliographical references at the end of each chapters and index. 327 $a""Foreword""; ""Introduction""; ""Part I: The Case for Transforming Service and Field Operations""; ""Part II: Methods, Models and Enabling Technologies for Transforming Service and Field Operations""; ""Part III: Case Studies""; ""Part IV: Challenges, Outcomes and Future Directions""; ""Acknowledgements""; ""Contents""; ""List of Contributors""; ""Part I: The Case for Transforming Service and Field Operations""; ""Chapter 1: IT Exploitation Through Business Transformation: Experiences and Implications""; ""1.1 Introduction""; ""1.2 The Commoditisation of Information Technology"" 327 $a""1.3 The Organisational Impacts of IT""""1.4 Do IT Investment Projects Deliver Value?""; ""1.5 Moving Towards an IT Exploitation Agenda""; ""1.6 Conclusions""; ""References""; ""Chapter 2: Transforming Field and Service Operations with Automation""; ""2.1 Introduction""; ""2.2 Service Production Management: Challenges in Realising an ERP for Service Industries""; ""2.2.1 Background""; ""2.2.2 Management of Change""; ""2.2.3 Introduction of New Technology""; ""2.3 Realising a Successful Service Production Management Implementation""; ""2.3.1 Maturity Framework: The 4 Cs"" 327 $a""2.3.2 Innovation-Driven Development""""2.4 Case Study: BTA??s Optimisation and Planning for Field Engineers""; ""2.5 Control of Workflow""; ""2.6 Increased Efficiency Through Simplicity""; ""2.7 Conclusions""; ""References""; ""Part II: Methods, Models and Enabling Technologies for Transforming Service and Field Operations""; ""Chapter 3: Designing Effective Operations: Balancing Multiple Business Objectives Using Simulation Models""; ""3.1 Introduction""; ""3.2 Different Approaches to the Complexity Problem""; ""3.2.1 The Problem of Complexity""; ""3.2.2 Current Organisational Approaches"" 327 $a""3.2.3 A New Approach""""3.3 Characterisation of the Organisation and Its Environment""; ""3.3.1 Characterising the Organisation: Cybernetics""; ""3.3.2 Characterising the Environment: Dimensions of Variety""; ""3.4 The Model""; ""3.4.1 Constructing the Model""; ""3.4.2 Control Loops and Information Flows""; ""3.4.3 Simulations to Explore Process Robustness""; ""3.5 Insights""; ""3.5.1 Balancing Performance Metrics""; ""3.5.2 The Effects of Enterprise Data Quality on Performance""; ""3.5.2.1 Technical, Organisational and Human Aspects""; ""3.6 Conclusions""; ""3.6.1 Practices"" 327 $a""3.6.2 Organisational Decision-Making""""References""; ""Chapter 4: System Dynamics Models of Field Force Operations""; ""4.1 Introduction""; ""4.2 Modelling Service Operations""; ""4.2.1 The `HydraulicsA?? Approach and Field Operations""; ""4.2.2 Dynamic vs. Detail Complexity""; ""4.2.3 Methodology: Performance, Targets and Tension""; ""4.2.4 Testing the `TensionA?? Hypothesis""; ""4.2.5 Modelling Resource Adjustments""; ""4.3 Simulation Experiments""; ""4.3.1 Simplified Model""; ""4.3.2 Simulation Results""; ""4.3.2.1 Overview""; ""4.3.2.2 Spike in Demand"" 327 $a""4.3.2.3 Reduction in Target Cycle Time"" 330 $aThe drive to realise operational efficiencies, improve customer service, develop new markets, and accelerate the introduction of new products has substantially increased the complexity of field service operations. To maximise the efficiency and effectiveness of these operations, organisations have embarked on a wide range of transformation programmes that have sought to introduce automation through the use of workforce management technologies. Despite the potential business value that can be provided by such transformation programmes, too often, the automation technologies have not been fully utilised and their expected benefits have as such not been realised. Scholars of organisation change argue that the success of any transformation programme is a function of how well the technical, political, structural and social aspects of a specific project have been managed. The objective of this edited book is to provide insights into how organisations might successfully transform their field service operations with the help of workforce management technologies. Accordingly, the book is organised into four sections: Section A ?The Case for Transforming Service and Field Operations? explains the rationale as to why organisations should actively consider transforming their service and field operations, while Section B presents various ?Methods, Models and Enabling Technologies for Transforming Service and Field Operations?. In Section C, a number of  ?Case Studies? illustrate how new technologies can be applied to field and service operations to deliver concrete business benefits. Lastly, Section D considers ?Challenges, Outcomes and Future Directions?. Overall, this book provides valuable insights into how to successfully transform field service operations with automated technologies. It draws on years of experience from different industries, and from different perspectives on realising change. It is aimed at managers, technologists, change agents and scholars who are interested in field service operations in general, and the use of advanced computing technologies in this area in particular. 606 $aInformation technology 606 $aBusiness?Data processing 606 $aApplication software 606 $aOrganization 606 $aPlanning 606 $aManagement information systems 606 $aIT in Business$3https://scigraph.springernature.com/ontologies/product-market-codes/522000 606 $aComputer Appl. in Administrative Data Processing$3https://scigraph.springernature.com/ontologies/product-market-codes/I2301X 606 $aOrganization$3https://scigraph.springernature.com/ontologies/product-market-codes/516000 606 $aBusiness Information Systems$3https://scigraph.springernature.com/ontologies/product-market-codes/522030 606 $aBusiness IT Infrastructure$3https://scigraph.springernature.com/ontologies/product-market-codes/522040 615 0$aInformation technology. 615 0$aBusiness?Data processing. 615 0$aApplication software. 615 0$aOrganization. 615 0$aPlanning. 615 0$aManagement information systems. 615 14$aIT in Business. 615 24$aComputer Appl. in Administrative Data Processing. 615 24$aOrganization. 615 24$aBusiness Information Systems. 615 24$aBusiness IT Infrastructure. 676 $a004 676 $a330 676 $a650 676 $a658.1 702 $aOwusu$b Gilbert$4edt$4http://id.loc.gov/vocabulary/relators/edt 702 $aO?Brien$b Paul$4edt$4http://id.loc.gov/vocabulary/relators/edt 702 $aMcCall$b John$4edt$4http://id.loc.gov/vocabulary/relators/edt 702 $aDoherty$b Neil F$4edt$4http://id.loc.gov/vocabulary/relators/edt 906 $aBOOK 912 $a9910438081103321 996 $aTransforming Field and Service Operations$92499847 997 $aUNINA