Field deployment process transformation in IBM PC services
Massachusetts Institute of Technology. Dept. of Mechanical Engineering.
Stanley B. Gershwin.
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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.
Thesis (M. Eng.)--Massachusetts Institute of Technology, Dept. of Mechanical Engineering, 2007.Includes bibliographical references (p. 57).
DepartmentMassachusetts Institute of Technology. Dept. of Mechanical Engineering.
Massachusetts Institute of Technology