The Managed Service Paradox

This paper examines the contrasts in the provision of managed service in the information and communication technology (ICT) sector. It highlights the polarization between infrastructure services that are growing in scale and increasingly becoming a commoditized, and customized or even one-of-a-kind service projects. The paper refers to the approaches taken by three highly innovative advanced service companies, IBM, Ericsson, and Cable & Wireless, to package and deliver ICT service on a more industrialized basis. The authors identify the six-stage process that describes these companies’ journeys to date from. They explore the challenges these companies faced on that journey as well those currently facing them as they move to a higher degree of industrialization. To address these challenges, the authors propose a model with three axes: offering development, service delivery, and go to market. The model demonstrates how the increasing industrialization of managed service requires an approach integrating all three of these dimensions. They also show that strong governance is required to address the impacts of technological evolution, marketplace dynamics, and corporate culture. The paper has formed the basis of the academic and executive education programs taught at both Imperial College and is the heart of the new service design masters program at the Royal College of Art. Because of its relevance to large industrial companies seeking to transition from an industrial offering to a service or solution led offering, the paper has been turned into a course that has been delivered to Arup, Vodafone, Finmeccanica, Telefonica, Samsung and Laing O’Rourke to date and this programme has been delivered by the authors in Korea, Taiwan, US and the UK

Some Thoughts on Hypercomputation

Hypercomputation is a relatively new branch of computer science that emerged from the idea that the Church--Turing Thesis, which is supposed to describe what is computable and what is noncomputable, cannot possible be true. Because of its apparent validity, the Church--Turing Thesis has been used to investigate the possible limits of intelligence of any imaginable life form, and, consequently, the limits of information processing, since living beings are, among others, information processors. However, in the light of hypercomputation, which seems to be feasibly in our universe, one cannot impose arbitrary limits to what intelligence can achieve unless there are specific physical laws that prohibit the realization of something. In addition, hypercomputation allows us to ponder about aspects of communication between intelligent beings that have not been considered befor

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Railway Time and Rubber Time

This article addresses the co-existence of rigid punctuality and a rubber-like flexibility in the Japanese conception of time. It examines how the clock and social norms shape the everyday use of time related to railways, work, and appointments in Japan. It demonstrates that multiple discourses of time and the complicated interactions among them create temporal complexity in which the seeming contradiction between rigidity and flexibility is compromised. The data derive from long-term participant-observation research among Japanese in Japan and abroad

Markov Chain Methods For Analyzing Complex Transport Networks

We have developed a steady state theory of complex transport networks used to model the flow of commodity, information, viruses, opinions, or traffic. Our approach is based on the use of the Markov chains defined on the graph representations of transport networks allowing for the effective network design, network performance evaluation, embedding, partitioning, and network fault tolerance analysis. Random walks embed graphs into Euclidean space in which distances and angles acquire a clear statistical interpretation. Being defined on the dual graph representations of transport networks random walks describe the equilibrium configurations of not random commodity flows on primary graphs. This theory unifies many network concepts into one framework and can also be elegantly extended to describe networks represented by directed graphs and multiple interacting networks.Comment: 26 pages, 4 figure

EXPLORING THE CONSEQUENCES OF SHOPPER-FACING TECHNOLOGIES: THEIR EFFECT ON SHOPPER EXPERIENCES AND SHOPPING OUTCOMES

Just as technology has influenced nearly every facet of the modern consumer’s life, it is also significantly changing how those consumers shop and how it influences their purchase decisions. Understanding how technology impacts these shoppers within the retail environment is crucial for retail managers who are expected to deploy and manage these sources of continuous change. The purpose of this dissertation is to explore the phenomenon of shoppers experiencing technology in the retail environment. Specifically, our primary goal is to understand how shopper-facing technologies impact shoppers’ experiences and behaviors and subsequently affect outcome variables that matter to retailers. To that end, this dissertation includes two studies, an ethnography and survey, each with specific objectives designed to illuminate an increasingly common, yet under-researched phenomenon. The first study is an ethnography of shoppers in an office supply retailer context. In this study we explored emergent themes of shopper-facing technology use and how they affected shopper behaviors, perceptions, and strategies. A service channel decision tree was developed to explain the series of technology use decisions that shoppers made as they negotiated the shopping task and a framework of retail technology experience was created to explain the phenomenon, its consequences, the shopper dispositional traits that impact those consequences, and the strategies that shoppers employ as a result. The second study is a survey of recent shoppers designed to test a model of technology-induced shopper ambivalence. Measures were developed and tested from technology paradox theory to expose how technology engagement and technology readiness are associated with technology-induced shopper ambivalence and how this ambivalence drives surprising changes to hedonic and utilitarian shopping values. Contributions to theory, managerial implications, and future research opportunities are discussed within each study and a convergence of findings provides insights across both studies