Search results for "Process management"
showing 10 items of 460 documents
Incremental innovation in services through continuous improvement
2011
Employees contribute to the process of innovation through engaging in continuous improvement (CI) programmes such as individual suggestion systems or working teams. This article reviews the main features of CI, and examines the results derived from its implementation, what are the most common procedures and what problems arise during operation of these programmes. The empirical analysis shows how a high-tech service of a large public centenarian university faces the challenges of innovation through CI and how its organizational design variables generate a barrier to successful implementation.
Towards global service level guarantee within autonomic computing systems
2011
International audience; In this paper, we specify a global service level guarantee including not only QoS but also security and taking into account user mobility. This global service level could be guaranteed within several autonomic computing systems managed by different autonomic domain managers. For that purpose, we propose an end-to-end Service Level Negotiation Protocol, called SLNP, to provide those autonomic managers with a negotiation capability. This allows achieving an agreement on the service level of each offered service between the different domains involved in the transport of that service. SLNP Implementation is made of Web Services technologies to enable interoperability in …
How does information technology– based service degradation influence consumers’ use of services? An information technology–based service degradation …
2019
Information technology is crucial for modern services. Service delivery may include a complex mix of information technology and telecommunication providers, global networks and customers’ information technology devices. This research focuses on service failures that are caused by information technology problems, which we conceptualize as information technology-based service degradation (ITSD). When information technology-based service degradation occurs in a modern service, the information technology problem may originate from the service provider, another partner or any information technology equipment involved. But the customer may not be able to pinpoint the source of the problem immedi…
Systemic Development of Service Innovation
2015
This chapter explores the intrinsic characteristics of services and service systems and presents systemic approach to produce service innovations. The chapter consists of elaborating the characteristics of services and the principles of systemic development, discussing service matrixes, service systems, service strategies and business models, and special challenges related to the development of services and service innovations. Services are always produced in service systems consisting of combination of service personnel and information systems. Customers are involved in these systems by interacting with the front end of service organization. The key issue in service development and innovat…
Deliberate and Emergent Changes on a Way Towards Electronic Document Management
2011
A unit of Fortum Service Ltd. operates and maintains the Rauhalahti power plant in Central Finland. In 1996-97, the unit launched a project pursuing coordinated organizationwide electronic document management (EDM). This case follows deliberate and emergent changes related to document management in the organization since the initiation of the project until February 2000. New information technologies were adopted, and responsibilities for continuous improvement of EDM were assigned. The continuous improvement was implemented as an extension of the ISO 9002 quality system earlier adopted for process improvement. The case shows that a shift from the paper-based era towards organizationwide EDM…
Cultivating the Installed Base: The Introduction of e-Prescription in Greece
2017
In this chapter we explore the surprisingly swift deployment of a national e-prescription service in Greece. We position e-prescribing within the overall Greek health system and we describe how the new electronic service evolved to inscribe specific prescribing policies, to provide clinical decision support and to facilitate the processes and roles of policy and financing stakeholders. We identify how a series of pragmatic decisions allowed building upon a “good-enough” installed base by exploiting its latent potential without perpetuating all of its weaknesses, and by being responsive to exogenous shifts. These tactical decisions, were supported by a favourable and enabling combination of …
Activity typologies as a design model for the ubiquitous detection of daily routines
2018
Emerging technologies open up new visions and business potential for systems design and development in the areas of wellbeing and health. New technologies enable the detection of human performance and early changes in physical and cognitive functioning, making it possible to monitor an older person’s wellbeing. This kind of technology or service sets significant requirements for design, as design concepts must be able to capture the complexity of people’s daily lives in terms of activities and environments. Technology itself is “blind” unless designers can adapt it to human life. There is thus a distinct need for comprehensive design and development models that generate adequate human requi…
Cloud Based Business Processes Orchestration
2014
Abstract As the value concept of the cloud is evolving from a cost-saving mechanism into a growth instrument, more and more organizations are turning to the cloud in an attempt to redesign their core business processes. The opportunity for process innovation is vast, and it will take the disciplined approach of BPM, with the computing understanding and accessibility of the cloud, to make the most of what lies ahead. With the popularity of cloud computing, Platform-as-a Service (PaaS) becomes one of the core technical enablers of enterprises to change the delivery of services to both customers and internal organizations. An application in an enterprise needs to take into account various spec…
Which Test Artifacts Testing Service Providers should Reuse and How? Experiences from a Case Study in the Chinese ICT Sourcing Market
2011
Software testing service providers are facing new requirements to shorten service times, lower costs, and increase service customization and quality. Reuse of test artifacts is a possible solution that can help providers to meet the requirements because reuse can improve software quality and productivity. However, the extant literature does not explain in depth which test artifacts should be reused and how. This paper focuses on ICT-enabled sourcing of software testing services in the Chinese market to identify the most important reusable test artifacts. There are two reasons for this research. First, most Chinese service providers are small or medium-sized and have to overcome obstacles su…
Transformations in Lifelong Guidance Provision
2012
In this chapter, the transformations taking place at the different levels of guidance provision are analyzed. The aim was to provide a tool to examine the interface between multisectoral guidance practice and policy development. On the basis of earlier research on regional guidance networks, a model is introduced in which schools, social, health, and public employment services can jointly design, implement, and evaluate guidance services. The model for Networked Guidance Service Provision (NEGSEP) focuses separately on the developmental needs of guidance services visible to clients, both with regard to service delivery and strategic dimensions. Along this line, a framework for networked gui…