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008 140121s2013 gw | s |||| 0|eng d
020 _a9783642449703
_9978-3-642-44970-3
024 7 _a10.1007/978-3-642-44970-3
_2doi
050 4 _aHF54.5-54.56
072 7 _aKJQ
_2bicssc
072 7 _aUF
_2bicssc
072 7 _aBUS083000
_2bisacsh
072 7 _aCOM039000
_2bisacsh
082 0 4 _a650
_223
082 0 4 _a658.05
_223
245 1 0 _aTransforming Field and Service Operations
_h[electronic resource] :
_bMethodologies for Successful Technology-Driven Business Transformation /
_cedited by Gilbert Owusu, Paul O’Brien, John McCall, Neil F. Doherty.
264 1 _aBerlin, Heidelberg :
_bSpringer Berlin Heidelberg :
_bImprint: Springer,
_c2013.
300 _aXIX, 277 p. 73 illus., 8 illus. in color.
_bonline resource.
336 _atext
_btxt
_2rdacontent
337 _acomputer
_bc
_2rdamedia
338 _aonline resource
_bcr
_2rdacarrier
347 _atext file
_bPDF
_2rda
520 _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.
650 0 _aBusiness.
650 0 _aOrganization.
650 0 _aPlanning.
650 0 _aInformation technology.
650 0 _aBusiness
_xData processing.
650 0 _aManagement information systems.
650 0 _aApplication software.
650 1 4 _aBusiness and Management.
650 2 4 _aIT in Business.
650 2 4 _aComputer Appl. in Administrative Data Processing.
650 2 4 _aOrganization.
650 2 4 _aBusiness Information Systems.
650 2 4 _aBusiness IT Infrastructure.
700 1 _aOwusu, Gilbert.
_eeditor.
700 1 _aO’Brien, Paul.
_eeditor.
700 1 _aMcCall, John.
_eeditor.
700 1 _aDoherty, Neil F.
_eeditor.
710 2 _aSpringerLink (Online service)
773 0 _tSpringer eBooks
776 0 8 _iPrinted edition:
_z9783642449697
856 4 0 _uhttp://dx.doi.org/10.1007/978-3-642-44970-3
912 _aZDB-2-SBE
942 _2Dewey Decimal Classification
_ceBooks
999 _c47785
_d47785