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The 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.

Automation. --- Business planning. --- Economics. --- Industrial management -- Data processing. --- Information systems. --- Information technology -- Management. --- Management information systems. --- Industrial management --- Business information services --- Automation --- Management --- Commerce --- Business & Economics --- Commerce - General --- Management Theory --- Data processing --- Information technology --- Information resources management. --- Management. --- Technological innovations. --- Corporations --- Information resource management --- Information systems management --- IRM (Information resources management) --- Business administration --- Business enterprises --- Business management --- Corporate management --- Industrial administration --- Management, Industrial --- Rationalization of industry --- Scientific management --- Information resources management --- Business. --- Organization. --- Planning. --- Information technology. --- Business --- Application software. --- Business and Management. --- IT in Business. --- Computer Appl. in Administrative Data Processing. --- Business Information Systems. --- Business IT Infrastructure. --- Data processing. --- Management information systems --- Industrial organization --- IT (Information technology) --- Technology --- Telematics --- Information superhighway --- Knowledge management --- Computer-based information systems --- EIS (Information systems) --- Executive information systems --- MIS (Information systems) --- Sociotechnical systems --- Organisation --- Communication systems --- Business—Data processing. --- Creation (Literary, artistic, etc.) --- Executive ability --- Organization --- Application computer programs --- Application computer software --- Applications software --- Apps (Computer software) --- Computer software

Choose an application

• Reference Manager
• EndNote
• RefWorks (Direct export to RefWorks)

The 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.

Methodology of economics --- Economics --- Office management --- Production management --- Business management --- Business economics --- Information systems --- Computer. Automation --- financieel management --- bedrijfsplanning --- bedrijfseconomie --- bedrijfsorganisatie --- economie --- informatica --- bedrijfsadministratie --- informatiesystemen --- informatica management