The Impact of Ubiquitous Computing Technologies on Business Process Change and Management: The Case of Singapore’s National Library Board

Ramchand, Anand; Devadoss, Paul Raj; Pan, Shan Ling

doi:10.1007/0-387-28918-6_12

Cited by 4 publications

(9 citation statements)

References 20 publications

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“…For example, it was the first library to implement RFID to automate check-out, returns, and sorting. NLB managed to simplify, modularize, and automate its service processes to an extent that allowed it to operate some of its branches entirely through SSTs without customer-facing employees even being present (Choh 2003;Heracleous and Johnston 2009;Ramchand et al 2005;Tay 2013). Related to SSTs, NLB also made heavy use of crowdsourcing, peer-to-peer, community, and volunteerdelivered services.…”

Section: Om Approaches To Reduce Process Variabilitymentioning

confidence: 99%

Cost-effective service excellence

Wirtz

Zeithaml

2017

J. of the Acad. Mark. Sci.

180

117

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This article integrates relevant literature to develop a conceptual model on the potential avenues to achieve service excellence at low unit costs, which we term cost-effective service excellence (CESE). To gain a deeper understanding of these strategies, their applicability and interrelatedness, we analyze how 10 organizations have achieved CESE. Our findings show that CESE can be achieved through three core strategies. First, a dual culture strategy provides a comprehensive set of highquality services at low cost, largely driven by leadership ambidexterity and contextual ambidexterity. Second, an operations management approach reduces process variability and thereby allows the increased use of systems and technology to achieve CESE. Third, a focused service factory strategy can enable CESE through a highly specialized operation, typically delivering a single type of service to a highly focused customer segment. The use of the three approaches ranges from Bpure^(e.g., mostly pursuing a dual culture strategy) to combinations of the latter two approaches with the dual culture strategy (e.g., a focused service factory strategy combined with dual culture). Our conceptual model provides an integrated view of the strategic options available to organizations that aim to pursue a strategy of CESE.

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Section: Om Approaches To Reduce Process Variabilitymentioning

confidence: 99%

Cost-effective service excellence

Wirtz

Zeithaml

2017

J. of the Acad. Mark. Sci.

180

117

View full text Add to dashboard Cite

show abstract

“…Despite many positive predictions about the future growth of deployed ubiquitous computing applications, most ubiquitous computing applications still only exist in research laboratories, where they are conceptualised and researched through scenario studies, system demonstrations, prototypes and trials with technology mock-ups. Only very few real-world deployments exist, for example, in libraries, in biometric passports and subway tickets [42,46,65,67]. In many cases, the end-user and the usage are not yet clear and questions on technological feasibility are the main preoccupation of developers [9].…”

Section: Ubiquitous Computing and Organisational Issuesmentioning

confidence: 99%

“…Many of these studies focus on the domain of logistics and identify operational benefits such as a reduction in manual errors due to the elimination of the so-called media breaks or improved stock management due to more accurate information [cf. 12,65]. These benefits are explained with the technological capacities of ubiquitous computing and its effect on automation, information gathering and the re-design of business processes [3].…”

Section: Research On Organisational Issues Of Ubiquitous Computing Apmentioning

confidence: 99%

“…Organisational alignment issues focus on the match between social aspects of an organisation, such as organisational structure, power and culture and the proposed technology innovation. While often not explicitly addressed as a change in organisational structure, many studies describing benefits of re-engineering business processes imply such a change of the organisational structure [65]. Some research suggests that ubiquitous computing technologies may help control the behaviour of employees, indicative of an increased centralisation of decision-making [70].…”

Section: Research On Organisational Issues Of Ubiquitous Computing Apmentioning

confidence: 99%

“…Ramchand et al [65] Kortuem et al [48] Impact on power distribution Spiekermann and Pallas [70] Kinder et al [44] Cultural implications…”

Section: Organisational Contributionmentioning

confidence: 99%

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A toolbox for managing organisational issues in the early stage of the development of a ubiquitous computing application

Boos

Grote

Guenter

2013

Pers Ubiquit Comput

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In this paper, we present a toolbox for the prospective management of organisational issues in ubiquitous computing. Ubiquitous computing applications are developed to enable new services and new ways of working, to increase management control and to improve safety. However, they may also interfere with established work practices and may have unforeseen consequences for organisations. Despite their importance, such organisational issues are rarely addressed in ubiquitous computing innovation projects. Drawing on socio-technical design approaches and existing research on organisational issues in ubiquitous computing, we have developed a toolbox containing three tools for managing organisational issues of ubiquitous computing applications in the early stage of development. The toolbox supports the realisation of hoped-for benefits of ubiquitous computing in organisations and the management of unwanted organisational issues. The ''work process tool'' supports the description of envisioned work processes, including flexibility and variability requirements, changing responsibilities and different points of view. The ''work system tool'' analyses the alignment between a ubiquitous computing application and work systems task completeness, independency and the fit between regulation opportunities and requirements. The ''human controllability tool'' assesses how the control capabilities of workers are enabled or constrained by the new ubiquitous computing application. We show the applicability of the toolbox using a case study of an early stage ubiquitous computing technology innovation project, where the toolbox contributed to the setup of the field trial and the development of application guidelines. Keywords Organisational issues Á Ubiquitous computing Á Early stage Á Benefits and risks Á Socio-technical design D. Boos (&) Á G.

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How Do Mobile ICTs Enable Organizational Fluidity: Toward a Theoretical Framework

Chatterjee¹,

Sarker²,

Siponen³

2017

Information & Management

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The focus of this theoretical paper is to investigate how mobile information and communication technologies (ICTs) give rise to the notion of organizational fluidity. Drawing upon previous literature, five affordances of mobile ICTsmobility, connectedness, interoperability, identifiability, and personalizationare discussed. Delving into the concept of organizational fluidity, the paper captures three dimensions of organizational fluidity, namely, team fluidity, task fluidity, and control fluidity. The paper then develops propositions on how different combinations of the mobile ICT affordances influence each of the dimensions of organizational fluidity. The contributions and implications of the paper are discussed.

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The Impact of Ubiquitous Computing Technologies on Business Process Change and Management: The Case of Singapore’s National Library Board

Cited by 4 publications

References 20 publications

Cost-effective service excellence

Cost-effective service excellence

A toolbox for managing organisational issues in the early stage of the development of a ubiquitous computing application

How Do Mobile ICTs Enable Organizational Fluidity: Toward a Theoretical Framework

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