Understanding Effects and Determinants of Mobile Support Tools: A Usability-Centered Field Study on IT Service Technicians
AbstractThe integration of mobile workplaces is a major challenge for companies. First-wave mobile solutions mostly support existing business processes through adding value in terms of increased efficiency. Second-wave mobile solutions comprise a re-engineering of the mobile business processes, add value through increased effectiveness and may even enable new forms of mobility. In order to achieve a systematic approach to mobile integrated business processes it is important to analyze existing processes, focusing on the effects and determinants of mobile solutions that might be used to support those processes. For this purpose we examined a typical example, the field technician support process of an IT service providing company. Our research approach combines usability and process performance issues. The results show which tasks are suitable for mobile application support, which personnel is most likely to benefit from mobile technology and what improvements on business metrics such as labor time, back office capacity, and invoice cycle are to be expected.
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Bibliographic InfoPaper provided by University Library of Munich, Germany in its series MPRA Paper with number 2924.
Date of creation: 2006
Date of revision:
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- M21 - Business Administration and Business Economics; Marketing; Accounting - - Business Economics - - - Business Economics
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- NEP-ALL-2007-05-12 (All new papers)
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- Pousttchi, Key & Thurnher, Bettina, 2007. "Adoption and Impact of Mobile-Integrated Business Processes - Comparison of Existing Frameworks and Analysis of their Generalization Potential," MPRA Paper 3243, University Library of Munich, Germany.
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