Customer-engineer relationship management for converged ICT service companies

Thanks to the advent of converged communications services (often referred to as ‘triple play’), the next generation Service Engineer will need radically different skills, processes and tools from today’s counterpart. Why? in order to meet the challenges of installing and maintaining services based on multi-vendor software and hardware components in an IP-based network environment. The converged services environment is likely to be ‘smart’ and support flexible and dynamic interoperability between appliances and computing devices. These radical changes in the working environment will inevitably force managers to rethink the role of Service Engineers in relation to customer relationship management. This paper aims to identify requirements for an information system to support converged communications service engineers with regard to customer-engineer relationship management. Furthermore, an architecture for such a system is proposed and how it meets these requirements is discussed

Global Leadership and Managerial Competencies of Indian Managers

A review of the literature on the qualities of effective managers, leaders and world class or global manager indicates a good degree of consistency in the qualities required to be called a global manager. In these days when mergers and acquisition have become common and national boundaries are crossed with ease in acquiring new businesses and setting up new businesses it is necessary to understand and acquire the competencies needed to be globally successful leader. This paper identifies 25 such qualities from a 360 feedback survey of 762 senior and top level managers from manufacturing, services and pharma sectors combined with those from a mix of organizations belonging to two leading business houses of India. An analysis of the open ended assessments given by nearly 7600 managers indicated the most frequently perceived strengths and weaknesses of Indian management. Job knowledge comes out as the most frequently observed strong point of Indian managers and this cuts across various sectors and business houses. Communication, team work, and hard work come out as other strong points of more than 20 per cent of Indian managers. Short temper, open-mindedness, and inability to build juniors are the most frequently mentioned areas needing improvement. Vision, values, strategic thinking, decision making skills, risk taking, innovativeness, ability to learn from mistakes, learning orientation and self renewal efforts, and cross cultural sensitivity are other qualities lacking in Indian managers to be called as global managers. These qualities are either not exhibited dominantly or are not received bye fellow managers. Future management education and management development programmes should focus on these qualities to prepare Indian managers to be world class managers.

Trust and Reputation for Successful Software Self-Organisation

Abstract An increasing number of dynamic software evolution approaches is com- monly based on integrating or utilising new pieces of software. This requires reso- lution of issues such as ensuring awareness of newly available software pieces and selection of most appropriate software pieces to use. Other chapters in this book dis- cuss dynamic software evolution focusing primarily on awareness, integration and utilisation of new software pieces, paying less attention on how selection among different software pieces is made. The selection issue is quite important since in the increasingly dynamic software world quite a few new software pieces occur over time, some of which being of lower utility, lower quality or even potentially harmful and malicious (for example, a new piece of software may contain hidden spyware or it may be a virus). In this chapter, we describe how computational trust and reputation can be used to avoid choosing new pieces of software that may be malicious or of lower quality. We start by describing computational models of trust and reputation and subsequently we apply them in two application domains. Firstly, in quality assessment of open source software, discussing the case where different trustors have different understandings of trust and trust estimation methods. Sec- ondly, in protection of open collaborative software, such as Wikipedia

Trust in social machines: the challenges

The World Wide Web has ushered in a new generation of applications constructively linking people and computers to create what have been called ‘social machines.’ The ‘components’ of these machines are people and technologies. It has long been recognised that for people to participate in social machines, they have to trust the processes. However, the notions of trust often used tend to be imported from agent-based computing, and may be too formal, objective and selective to describe human trust accurately. This paper applies a theory of human trust to social machines research, and sets out some of the challenges to system designers

A Generic Framework for the Engineering of Self-Adaptive and Self-Organising Systems

This paper provides a unifying view for the engineering of self-adaptive (SA) and self-organising (SO) systems. We first identify requirements for designing and building trustworthy self-adaptive and self-organising systems. Second, we propose a generic framework combining design-time and run-time features, which permit the definition and analysis at design-time of mechanisms that both ensure and constrain the run-time behaviour of an SA or SO system, thereby providing some assurance of its self-* capabilities. We show how this framework applies to both an SA and an SO system, and discuss several current proof-of-concept studies on the enabling technologies

Kite-marks, standards and privileged legal structures; artefacts of constraint disciplining structure choices

As different countries and regions continue to develop policy and legal frameworks for social enterprises this paper offers new insights into the dynamics of legal structure choice by social entrepreneurs. The potential nodes of conflict between exogenous prescriptions and social entrepreneur’s own orientation to certain aspects of organization and what social entrepreneurs actually do in the face of such conflict is explicated. Kite-marks, standards and legal structures privileged by powerful actors are cast as political artefacts that serve to discipline the choices of legal structure by social entrepreneurs as they prescribe desirable characteristics, behaviours and structures for social enterprises. This paper argues that social enterprises should not be understood as the homogenous organisational category that is portrayed in government policy documents, kite-marks and privileged legal structures but as organisations facing a proliferation of structural forms which are increasingly rendered a governable domain (Nickel & Eikenberry, 2016; Scott, 1998) through the development of kite marks, funder / investor requirements and government policy initiatives. Further, that these developments act to prioritise and marginalise particular forms of social enterprises as they exert coercive, mimetic and normative pressures (DiMaggio & Powell, 1983) that act to facilitate the categorising of social enterprises in a way that strengthens institutional coherence and serves to drive the structural isomorphism (Boxenbaum & Jonsson, 2017; DiMaggio & Powell, 1983) of social enterprise activity. Whilst the actions of powerful actors work to maintain (Greenwood & Suddaby, 2006) the social enterprise category the embedded agency of social entrepreneurs acts to transform it (Battilana, Leca, & Boxenbaum, 2009). The prevailing Institutional logics (Ocasio, Thornton, & Lounsbury, 2017; Zhao & Lounsbury, 2016) that serve to both marginalise and prioritise those legal structures are used to present argument that the choice of legal structure for a social enterprise is often in conflict with the social entrepreneur's orientation to certain aspects of how they wish to organise. Where the chosen legal structure for a social enterprise is in conflict with the social entrepreneur's own organising principles as to how they wish to organise then this can result in the social entrepreneur decoupling (Battilana, Leca, & Boxenbaum, 2009) their business and/or governance practices from their chosen legal structure in order to resolve the tensions that they experience. Social entrepreneurs also experiencing the same tension enact a different response in that they begin to create and legitimate new legal structures on the margins of the social enterprise category through a process of institutional entrepreneurship (Battilana, Leca, & Boxenbaum, 2009; Hardy & Maguire, 2017)

Understanding Homeowners' Renovation Decisions::Findings of the VERD Project

The VERD Study: In October 2011, the VERD project team at the University of East Anglia began a two-year research project investigating homeowners’ renovation decisions, funded by the UK Energy Research Centre (UKERC). This report and public conference summarises the findings, revealing why homeowners renovate and why they decide to improve their home energy efficiency

08141 Abstracts Collection -- Organic Computing - Controlled Self-organization

From March 30th to April 4th 2008, the Dagstuhl Seminar 08141 "Organic Computing - Controlled Self-organization"\u27 was held in the International Conference and Research Center (IBFI), Schloss Dagstuhl. During the seminar, several participants presented their current research, and ongoing work and open problems were discussed. Abstracts of the presentations given during the seminar as well as abstracts of seminar results and ideas are put together in this paper. The first section describes the seminar topics and goals in general. Links to extended abstracts or full papers are provided, if available