31 research outputs found

    Aligning IT-service propositions to changing business requirements in ongoing servicesystems

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    In order to form value-oriented service-systems with their customer organizations, IT-providers are increasingly required to orientate their service offerings towards the ongoing support of their customers’ business processes with IT. Nevertheless, predominantly resource-focused and transactional IT-service propositions are offered that lack transparency in both value added and expenses per service for the customer’s business. As a first step in our research in progress that aims for a conceptual basis for the design of IT-service propositions in value-oriented servicesystems, we apply service-dominant logic to IT-service propositions. Simultaneously, however, the bit for standardized and automated IT-operations processes has to be taken into account when designing such service propositions. Based on current service-system research, we propose (1) to predefine service propositions in consideration of both commitments and operational processes and (2) to introduce additional ‘shaping propositions’ to customize and allow for the continuous adaption of the IT-service to functionality and performance changes. In order to maintain transparency in and control of the current service agreement and its expenses, these propositions orientate themselves toward business objects in the customer’s field of responsibility

    Customer boundary work to navigate institutional arrangements around service interactions: exploring the case of telehealth

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    This research extends literature on value co-creation by examining customer perspectives on institutional arrangements of service systems and how these shape customers’ efforts to navigate service interactions. Healthcare provides the empirical context for the study focusing on a digital service technology incorporated into customer interfaces. We report a qualitative inquiry carried out with 19 people with heart disease registered to a telehealth service for remote symptom monitoring. The study focuses on customer perceptions of the key differences between the healthcare system’s technological, professional and bureaucratic processes compared to family and community institutions that shape customers’ life worlds. We explain how customer perceptions shape healthcare experiences, and patterns of adaptive telehealth usage to co-create value highlighting how customers engage in boundary work. We conclude with a discussion of theoretical implications of applying boundary work to customer experience of digital interfaces within service systems

    Paths to Innovation in Supply Chains: The Landscape of Future Research

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    This chapter presents a Strategic Research and Innovation Agenda for supply chain and it is the result of an intensive work jointly performed involving a wide network of stakeholders from discrete manufacturing, process industry and logistics sector to put forward a vision to strengthen European Supply Chains for the next decade. The work is based on matching visions from literature and from experts with several iterations between desk research and workshops, focus groups and interviews. The result is a detailed analysis of the supply chain strategies identified as most relevant for the next years and definition of the related research and innovation topics as future developments and steps for the full implementation of the strategies, thus proposing innovative and cutting-edge actions to be implemented based on technological development and organisational change

    The Centrelink Experiment

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    Centrelink was established in 1997 as part of the Howard government’s bold experiment in re-framing social policy and re-shaping service delivery. Centrelink was the embodiment of a key tenet of the Howard vision for public service: a specialised service delivery ‘provider’ agency separated from the policy functions of the ‘purchaser’. Carved out of a monolithic Department of Social Security, Centrelink was established along ‘business lines’ operating 320 service centres and delivering payments to 10 million Australians. Although enjoying ‘monopoly provider’ status, the organisation was required to deliver services to many different clients on behalf of its ‘purchasing departments’ (up to 25 in total) under the terms of quasi-contractual service agreements. It was meant to demonstrate a greater level of both transparency and accountability for the administration of payments amounting to over $60 billion of Commonwealth expenditure. For many years there was a real ‘buzz’ around the Centrelink experiment and staff and clients were generally enthusiastic about the transformation. However, after around eight years, the experiment was reined in and Centrelink was placed under closer ministerial direction and under a new managing department. The experiment continues, but its trajectory reflects the different pressures impacting on such dedicated ‘services delivery agencies’. John Halligan, Professor of Government at the University of Canberra, is a foremost Australian expert on public sector governance and has published extensively on the evolution, form and behaviour of the public sectors in Australia and overseas. This volume is the culmination of an exhaustive empirical study of the origins and experience of ‘the Centrelink Experiment’. I commend this book to researchers, policy practitioners and students with an interest in policy innovation, change management and the realpolitik of public sector reform. John Wanna, Sir John Bunting Chair of Public Administration, The Australian National Universit

    The Centrelink Experiment

    Get PDF
    Centrelink was established in 1997 as part of the Howard government’s bold experiment in re-framing social policy and re-shaping service delivery. Centrelink was the embodiment of a key tenet of the Howard vision for public service: a specialised service delivery ‘provider’ agency separated from the policy functions of the ‘purchaser’. Carved out of a monolithic Department of Social Security, Centrelink was established along ‘business lines’ operating 320 service centres and delivering payments to 10 million Australians. Although enjoying ‘monopoly provider’ status, the organisation was required to deliver services to many different clients on behalf of its ‘purchasing departments’ (up to 25 in total) under the terms of quasi-contractual service agreements. It was meant to demonstrate a greater level of both transparency and accountability for the administration of payments amounting to over $60 billion of Commonwealth expenditure. For many years there was a real ‘buzz’ around the Centrelink experiment and staff and clients were generally enthusiastic about the transformation. However, after around eight years, the experiment was reined in and Centrelink was placed under closer ministerial direction and under a new managing department. The experiment continues, but its trajectory reflects the different pressures impacting on such dedicated ‘services delivery agencies’. John Halligan, Professor of Government at the University of Canberra, is a foremost Australian expert on public sector governance and has published extensively on the evolution, form and behaviour of the public sectors in Australia and overseas. This volume is the culmination of an exhaustive empirical study of the origins and experience of ‘the Centrelink Experiment’. I commend this book to researchers, policy practitioners and students with an interest in policy innovation, change management and the realpolitik of public sector reform. John Wanna, Sir John Bunting Chair of Public Administration, The Australian National Universit

    Next Generation Supply Chains

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    This open access book explores supply chains strategies to help companies face challenges such as societal emergency, digitalization, climate changes and scarcity of resources. The book identifies industrial scenarios for the next decade based on the analysis of trends at social, economic, environmental technological and political level, and examines how they may impact on supply chain processes and how to design next generation supply chains to answer these challenges. By mapping enabling technologies for supply chain innovation, the book proposes a roadmap for the full implementation of the supply chain strategies based on the integration of production and logistics processes. Case studies from process industry, discrete manufacturing, distribution and logistics, as well as ICT providers are provided, and policy recommendations are put forward to support companies in this transformative process

    Sustainable Business Models

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    The dynamically changing world economy, in an era of intensive development and globalization, creates new needs in both the theoretical models of management and in the practical discussion related to the perception of business. Because of new economic phenomena related to the crisis, there is a need for the design and operationalization of innovative business models for companies. Due to the fact that in times of crisis, the principles of strategic balance are particularly important; these business models can be sustainable business models. Moreover, it is essential to skillfully use different methods and concepts of management to ensure the continuity of business. It seems that sustainable business models, in their essence, can support companies' effectiveness and contribute to their stable, sustainable functioning in the difficult, ever-changing market. This Special Issue aims to discuss the key mechanisms concerning the design and operationalization of sustainable business models, from a strategic perspective. We invite you to contribute to this Issue by submitting comprehensive reviews, case studies, or research articles. Papers selected for this Special Issue are subject to a rigorous peer review procedure, with the aim of rapid and wide dissemination of research results, developments, and applications

    Speech recognition software: an alternative to reduce ship control manning

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    This study identifies factors affecting the performance of commercial-off-the-shelf speech recognition software (SRS) when used for ship control purposes. After a review of research in the feasibility and acceptability of SRS-based ship control, the paper examines the effects of: "A restricted vocabulary versus a large vocabulary," Low experience level conning officers versus high experience level conning officers, "Male versus female voices," Pre-test training on specific words versus no pre-test training. Controlled experimentation finds that: "The experience level of a conning officer has no significant impact on SRS performance." Female participants experienced more SRS errors than did their male counterparts. However, in this experiment, only a limited number of trials were available to assess a difference. "SRS with restricted vocabulary performs no better than SRS with large vocabularies." Using the software "correct as you go" feature may impact software performance. Following the user profile establishment, individual user training on two specific words reduces error rates significantly. This study concludes that SRS is a viable technology for ship control and merits further testing and evaluation.http://archive.org/details/speechrecognitio109451662Lieutenant, United States NavyApproved for public release; distribution is unlimited

    Process Mining for Smart Product Design

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