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Neil F. Doherty, Crispin R. Coombs (auth.), Gilbert Owusu, Paul O鈥橞rien, John .rar
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本附件包括：- Neil F. Doherty, Crispin R. Coombs (auth.), Gilbert Owusu, Paul O鈥橞rien, John McCall, Neil F. Doherty (eds.)-Transforming Field and Service Operations_ Methodol.pdf
Field service operations lie at the heart of many service industries. For companies
such as telecommunications providers or on-line retailers, the efficient and effective
management of field resources is fundamental to realising excellent customer
service and a competitive cost base. However, the successful delivery of the
systems and processes that underpin field service operations is challenging. A
study by the British Computer Society suggests that ‘only around 16% of IT
projects can be considered truly successful’.1 This problem can be attributed to a
number of factors, most notably failing to take a holistic approach to transforming
operations. A successful approach combines technology change with process redesign,
people engagement and organisational transformation.
This book provides an insight 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. This
book captures a range of views from research and technology development, systems
engineering and change management. The authors provide practical insights using
case studies to highlight lessons learnt and areas for further research. We are sure
the book will both inform and broaden the reader’s understanding of field operations
and how it can underpin business transformation.
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