Transforming Field and Service Operations Methodologies for Successf
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 effectiven
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Transforming Field and Service Operations Methodologies for Successful Technology-Driven Business Transformation
Transforming Field and Service Operations
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Gilbert Owusu • Paul O’Brien • John McCall • Neil F. Doherty Editors
Transforming Field and Service Operations Methodologies for Successful Technology-Driven Business Transformation
Editors Gilbert Owusu Paul O’Brien BT Technology, Service & Operations Martlesham Heath United Kingdom
John McCall The Robert Gordon University Aberdeen United Kingdom
Neil F. Doherty Loughborough University Loughborough United Kingdom
ISBN 978-3-642-44969-7 ISBN 978-3-642-44970-3 (eBook) DOI 10.1007/978-3-642-44970-3 Springer Heidelberg New York Dordrecht London Library of Congress Control Number: 2014930011 © Springer-Verlag Berlin Heidelberg 2013 This work is subject to copyright. All rights are reserved by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed. Exempted from this legal reservation are brief excerpts in connection with reviews or scholarly analysis or material supplied specifically for the purpose of being entered and executed on a computer system, for exclusive use by the purchaser of the work. Duplication of this publication or parts thereof is permitted only under the provisions of the Copyright Law of the Publisher’s location, in its current version, and permission for use must always be obtained from Springer. Permissions for use may be obtained through RightsLink at the Copyright Clearance Center. Violations are liable to prosecution under the respective Copyright Law. The use of general descriptive names, registered names, trademarks, service marks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. While the advice and information in this book are believed to be true and accurate at the date of publication, neither the authors nor the editors nor the publisher can accept any legal responsibility for any errors or omissions that may be made. The publisher makes no warranty, express or implied, with respect to the material contained herein. Printed on acid-free paper Springer is part of Springer Science+Business Media (www.springer.com)
Foreword
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.
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