Field deployment process transformation in IBM PC services
Name
232661026-MIT.pdf
Description
Full printable version
Size
5.79 MB
Format
Adobe PDF
Checksum (MD5)
a221d7d7aede0002a2fec4d86b31fab4
Author(s)
Fan, Siyu
Advisor(s)
Stanley B. Gershwin.
Date Issued
2007
Publisher
Massachusetts Institute of Technology
Abstract
Field service, as an important focus area of service operations, has increasingly become a critical component of the overall service offering by high-tech enterprises. Enhancing productivity by optimizing field services could bring significant benefits to the organization. This thesis investigates the field deployment process in IBM PC services and attempts to identify potential areas of improvements by applying principles in capacity management, customer-oriented services, as well as IT technologies, such as database and the Internet. In addition, demand statistics are analyzed to provide important insights into the limitations of the existing largely manual planning and scheduling process. A transformation plan is developed, with due consideration to both the capacity and efficiency of the Customer Solution Center and the overall experience of the end users.
Description
Thesis (M. Eng.)--Massachusetts Institute of Technology, Dept. of Mechanical Engineering, 2007.
Includes bibliographical references (p. 57).
Subjects
Mechanical Engineering.
MIT Department
Massachusetts Institute of Technology. Department of Mechanical Engineering
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