000 03977nam a22005055i 4500
001 978-3-642-44970-3
003 DE-He213
005 20140220082923.0
007 cr nn 008mamaa
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
100 1 _aOwusu, Gilbert.
_eeditor.
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 _aEconomics.
650 0 _aInformation systems.
650 0 _aBusiness planning.
650 0 _aManagement information systems.
650 1 4 _aEconomics/Management Science.
650 2 4 _aBusiness Information Systems.
650 2 4 _aComputer Appl. in Administrative Data Processing.
650 2 4 _aOrganization/Planning.
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
999 _c98832
_d98832