The Economic Costs and Benefits of Self-Managed Teams Among Skilled Technicians

This paper estimates the economic costs and benefits of implementing teams among highly-skilled technicians in a large regional telecommunications company. It matches individual survey and objective performance data for 230 employees in matched pairs of traditionally-supervised and self-managed groups. Multivariate regressions with appropriate controls show that teams do the work of supervisors in 60-70% less time, reducing indirect labor costs by 75 percent per team. Objective measures of quality and labor productivity are unaffected. Team members receive additional overtime pay that represents a 4-5 percent annual wage premium, which may be viewed alternatively as a share in the productivity gains associated with innovation or as a premium for learning skills

Outcomes of Self-Directed Work Groups in Telecommunications Services

[Excerpt] The purpose of my presentation is to consider whether the use of self-directed teams enhances competitiveness in services. In the context of heightened competition brought about by deregulation and the internationalization of service markets, do team-based work systems produce higher quality service and customer satisfaction? Do workers benefit as well? Should unions as well as management support this innovation? If so, under what conditions and why? This presentation complements that of the other panelists in this session in important ways. First, while Verma provides an overview of the array of workplace innovations being introduced in telecommunications firms (from joint labor-management consultation to total quality and self-management), I focus on a more detailed quantitative assessment of use of one of those innovations—self-directed work groups. Second, I consider the ways in which the introduction of self-managed teams differentially affects the job characteristics of two of the groups identified in Herzenbergs typology of work systems in services: the semiautonomous groups (represented by customer service representatives in telecommunications) and the autonomous groups (exemplified by network field technicians)

Improving the Process of Preventive Maintenance for Critical Telecommunications Stations in Qatar

Critical public safety telecommunications networks in Qatar shall be secure, reliable, and fast response networks. These networks are serving the security teams and forces of Qatar. As a result, these networks shall be maintained on the highest standards in order to meet the basic requirements of providing an available and reliable Mission Critical Communications Networks (MCCN). Hence, the goal of this project is to improve the process of preventive maintenance by the Field Maintenance Teams (FMT) in the Ministry of Interior (MOI). Several limitations and challenges are facing these teams while planning and performing the Preventive Maintenance (PM) tasks. This project shall be used to increase the productivity of the FMT by improving the current practices of performing PM activities. A detailed literature review on the areas of lean thinking and scheduling maintenance tasks has been conducted. Then, it was decided to use the VSM (one of the lean thinking tools) to enhance and improve the current PM execution system. There were multiple non-value adding activities that can be planned for and executed before each day of preforming the PM tasks. These activities have been identified and then eliminated, and hence a future state was proposed in this project. This future state system will be implemented directly by the FMT management as it can save almost 40.3% of the total lead time of the system (192 minutes improvement from current to the future system)

Alternative routes to good jobs in the service economy: Employment restructuring and human resource management in incumbent telecommunications firms

This is a practitioner report detailing findings from a three-year study on organizational restructuring and employment outcomes at 10 incumbent telecommunications firms, supported by the Economic and Social Research Council. It presents background on markets, ownership, and institutions in the case study firms and countries, and compares restructuring policies in three areas: downsizing and employment adjustment; diversifying employment contracts; and work organization and human resource Management. The report concludes with policy recommendations, based on findings from the study.ESRC Grant RES-061-25-044

Innovation in Isolation: Labor-Management Partnerships in the United States

In the United States, as in other advanced industrial countries, worker participation in management has taken on increasing importance, placing pressures on employers and unions to change how they deal with employees/members, and with each other. This paper examines two of the most impressive cases in the U.S.: the partnerships between General Motors (G.M.) and the United Autoworkers union (U.A W.) at Saturn and between BellSouth and the Communication Workers union (C.W.A.). We outline the evolution and the basic features of these innovations, as well as highlighting certain ongoing problems. These problems, we argue, confront the parties to employment relations in the U.S. more generally, reflecting profound ambivalence about such experiments, and their continued isolation as ‘islands of excellence ’. As such, these cases both illustrate the vast potential for labor-management partnerships as well as the dampening effect of the employment relations context in the U.S

Resource constrained routing and scheduling: Review and research prospects

In the service industry, it is crucial to efficiently allocate scarce resources to perform tasks and meet particular service requirements. What considerably complicates matters is when these resources, for example skilled technicians, nurses, and home carers have to visit different customer locations. This paper provides a comprehensive survey on resource constrained routing and scheduling that unveils the problem characteristics with respect to resource qualifications, service requirements and problem objectives. It also identifies the most effective exact and heuristic algorithms for this class of problems. The paper closes with several research prospects

A survey of workforce scheduling and routing

In the context of workforce scheduling, there are many scenarios in which personnel must carry out tasks at different locations hence requiring some form of transportation. Examples of these type of scenarios include nurses visiting patients at home, technicians carrying out repairs at customers' locations, security guards performing rounds at different premises, etc. We refer to these scenarios as Workforce Scheduling and Routing Problems (WSRP) as they usually involve the scheduling of personnel combined with some form of routing in order to ensure that employees arrive on time to the locations where tasks need to be performed. This kind of problems have been tackled in the literature for a number of years. This paper presents a survey which attempts to identify the common attributes of WSRP scenarios and the solution methods applied when tackling these problems. Our longer term aim is to achieve an in-depth understanding of how to model and solve workforce scheduling and routing problems and this survey represents the first step in this quest

A survey of workforce scheduling and routing

In the context of workforce scheduling, there are many scenarios in which personnel must carry out tasks at different locations hence requiring some form of transportation. Examples of these type of scenarios include nurses visiting patients at home, technicians carrying out repairs at customers' locations, security guards performing rounds at different premises, etc. We refer to these scenarios as Workforce Scheduling and Routing Problems (WSRP) as they usually involve the scheduling of personnel combined with some form of routing in order to ensure that employees arrive on time to the locations where tasks need to be performed. This kind of problems have been tackled in the literature for a number of years. This paper presents a survey which attempts to identify the common attributes of WSRP scenarios and the solution methods applied when tackling these problems. Our longer term aim is to achieve an in-depth understanding of how to model and solve workforce scheduling and routing problems and this survey represents the first step in this quest