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The Role of Service Quality in Transforming Operations

In: Transforming Field and Service Operations

Author

Listed:
  • Gilbert Owusu

    (Research and Innovation, BT Technology, Services and Operations)

  • Paul O’Brien

    (Research and Innovation, BT Technology, Services and Operations)

  • Sid Shakya

    (Research and Innovation, BT Technology, Services and Operations)

Abstract

The introduction of any tool requires changes in the users’ environment to use the tool. McAfee (Harv Bus Rev November: 141–149, 2006) highlights this point by stating that the challenges in IT projects are not just technical but managerial. Here, managerial refers to embedding the system within the organisation. Kotter says ‘in the final analysis, change sticks when “it becomes the way we do things here”, when it seeps into the bloodstream of the corporate body’ (Kotter, Harv Bus Rev January: 96–103, 2007). Clearly, the success of any IT transformation programme is in part a function of the quality of service being provided by the system. BT not only is a consumer of service and field automation technologies but also provides production management solutions to other industries. We have observed (both qualitatively and quantitatively) from our experiences of developing production management systems that the quality of the services being provided by production management systems is dependent on the perceptions of the users of the system. This correlates with the measures put in place for engagement between the development team and the end users during the life cycle of the development.

Suggested Citation

  • Gilbert Owusu & Paul O’Brien & Sid Shakya, 2013. "The Role of Service Quality in Transforming Operations," Springer Books, in: Gilbert Owusu & Paul O’Brien & John McCall & Neil F. Doherty (ed.), Transforming Field and Service Operations, edition 127, chapter 0, pages 153-165, Springer.
    • Handle: RePEc:spr:sprchp:978-3-642-44970-3_10
    DOI: 10.1007/978-3-642-44970-3_10
    as

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