Transforming Field and Service Operations

Methodologies for Successful Technology-Driven Business Transformation

  • Gilbert Owusu
  • Paul O’Brien
  • John McCall
  • Neil F. Doherty

Table of contents

  1. Front Matter
    Pages i-xix
  2. The Case for Transforming Service and Field Operations

    1. Front Matter
      Pages 1-1
    2. Gilbert Owusu, Paul O’Brien
      Pages 15-28
  3. Methods, Models and Enabling Technologies for Transforming Service and Field Operations

    1. Front Matter
      Pages 29-29
    2. Kjeld Jensen, Michael Lyons, Nicola Buckhurst
      Pages 47-69
    3. Jonathan Malpass
      Pages 71-83
    4. Martin Spott, Detlef Nauck, Paul Taylor
      Pages 85-99
    5. Sid Shakya, Summer Kassem, Ahmed Mohamed, Hani Hagras, Gilbert Owusu
      Pages 101-114
  4. Case Studies

    1. Front Matter
      Pages 115-115
    2. Dyaa Albakour, Géry Ducatel, Udo Kruschwitz
      Pages 117-132
    3. Kin Fai (Danny) Poon, Anis Ouali, Andrej Chu, Riaz Ahmad
      Pages 133-151
    4. Gilbert Owusu, Paul O’Brien, Sid Shakya
      Pages 153-165
    5. Feargal Timon, Attracta Brennan
      Pages 167-181
    6. Thierry Mamer, John McCall, Siddhartha Shakya, Gilbert Owusu, Olivier Regnier-Coudert
      Pages 183-198
    7. Tanya Alcock, Jonathan Malpass
      Pages 199-212
    8. Amir H. Ansaripoor, Fernando S. Oliveira, Anne Liret
      Pages 213-233
  5. Challenges, Outcomes and Future Directions

    1. Front Matter
      Pages 235-235
    2. Yingli Wang, Mohamed Naim, Leighton Evans
      Pages 237-256
    3. Crispin R. Coombs, Neil F. Doherty, Irina Neaga
      Pages 257-269
  6. Back Matter
    Pages 271-277

About this book


The drive to realise operational efficiencies, improve customer service, develop new markets, and accelerate the introduction of new products has substantially increased the complexity of field service operations. To maximise the efficiency and effectiveness of these operations, organisations have embarked on a wide range of transformation programmes that have sought to introduce automation through the use of workforce management technologies. Despite the potential business value that can be provided by such transformation programmes, too often, the automation technologies have not been fully utilised and their expected benefits have as such not been realised.

Scholars of organisation change argue that the success of any transformation programme is a function of how well the technical, political, structural and social aspects of a specific project have been managed. The objective of this edited book is to provide insights into how organisations might successfully transform their field service operations with the help of workforce management technologies. Accordingly, the book is organised into four sections: Section A “The Case for Transforming Service and Field Operations” explains the rationale as to why organisations should actively consider transforming their service and field operations, while Section B presents various “Methods, Models and Enabling Technologies for Transforming Service and Field Operations”. In Section C, a number of  “Case Studies” illustrate how new technologies can be applied to field and service operations to deliver concrete business benefits. Lastly, Section D considers “Challenges, Outcomes and Future Directions”.

Overall, this book provides valuable insights into how to successfully transform field service operations with automated technologies. It draws on years of experience from different industries, and from different perspectives on realising change. It is aimed at managers, technologists, change agents and scholars who are interested in field service operations in general, and the use of advanced computing technologies in this area in particular.


business process management business transformation enterprise applications service automation service quality service science

Editors and affiliations

  • Gilbert Owusu
    • 1
  • Paul O’Brien
    • 2
  • John McCall
    • 3
  • Neil F. Doherty
    • 4
  1. 1.BT Technology, Service & OperationsMartlesham HeathUnited Kingdom
  2. 2.BT Technology, Service & OperationsMartlesham HeathUnited Kingdom
  3. 3.The Robert Gordon UniversityAberdeenUnited Kingdom
  4. 4.Loughborough UniversityLoughboroughUnited Kingdom

Bibliographic information

  • DOI
  • Copyright Information Springer-Verlag Berlin Heidelberg 2013
  • Publisher Name Springer, Berlin, Heidelberg
  • eBook Packages Business and Economics
  • Print ISBN 978-3-642-44969-7
  • Online ISBN 978-3-642-44970-3
  • Buy this book on publisher's site