Academic literature on the topic 'Service delivery capability'
Create a spot-on reference in APA, MLA, Chicago, Harvard, and other styles
Consult the lists of relevant articles, books, theses, conference reports, and other scholarly sources on the topic 'Service delivery capability.'
Next to every source in the list of references, there is an 'Add to bibliography' button. Press on it, and we will generate automatically the bibliographic reference to the chosen work in the citation style you need: APA, MLA, Harvard, Chicago, Vancouver, etc.
You can also download the full text of the academic publication as pdf and read online its abstract whenever available in the metadata.
Journal articles on the topic "Service delivery capability"
1
Koç, Hasan, Kurt Sandkuhl, Janis Stirna, and Jan-Christain Kuhr. "Capability as a Service." International Journal of Information Systems in the Service Sector 10, no. 3 (July 2018): 64–84. http://dx.doi.org/10.4018/ijisss.2018070104.
Full textAbstract:
Modern enterprises have to respond to the challenge of changing competitive situations by being able to adapt their business models and the supporting IT systems. Service-orientation and cloud computing offer established approaches for achieving flexibility in the use of computing resources and sourcing strategies. This requires promoting systematic development and management of capabilities to key activities. To ease the adaptation of business services to changed business needs a complementary abstraction layer, namely, “Capability as a Service” (CaaS) should be considered. The primary purpose of this layer is to support the capture and representation of the factors that are decisive for flexibility in business services. The main contributions of this paper are (1) motivating the additional capability-focused abstraction layer by an industrial application case, (2) the concept of CaaS including methodical aspects and technology for delivery, and (3) an initial model of capabilities for the industrial application case from utilities sector.
2
MASON, CLAIRE, ANNELIESE SPINKS, STEFAN HAJKOWICZ, and LIZ HOBMAN. "Exploring the Contribution of Frontline Welfare Service Delivery to Capability Development in Australia." Journal of Social Policy 43, no. 3 (April 15, 2014): 635–53. http://dx.doi.org/10.1017/s0047279414000087.
Full textAbstract:
AbstractThis study explores how interactions between frontline welfare service delivery employees and recipients are seen to affect welfare recipients’ capabilities. Seventeen employees and fifty-two welfare recipients from the Australian Department of Human Services were interviewed regarding their service delivery experiences. Interviews were transcribed and participants’ descriptions of the outcomes achieved from welfare service delivery interactions were analysed to determine the major themes. Burchardt and Vizard's (2007) capability list captured many of the effects described by participants, particularly the capability domains labelled ‘Individual, family and social life’, ‘Education and learning’, ‘Standard of living’, ‘Health’ and ‘Productive and valued activities’. Other outcomes were described by participants that might represent early indicators of positive or negative impact. Our findings suggest that welfare service delivery can both promote and impair capability development for welfare recipients.
3
Acharya, Keshav Kumar. "Evaluating Institutional Capability of Nepali Grassroots Organizations for Service Delivery Functions." Dhaulagiri Journal of Sociology and Anthropology 11 (December 31, 2017): 60–95. http://dx.doi.org/10.3126/dsaj.v11i0.18823.
Full textAbstract:
Grassroots organizations are well situated to deliver the services and implement the development activities at community level in Nepal. The development of grassroots organizations on the one hand enables the effective service delivery while it enhances community governance system on the other. This study analyses the institutional capability of grassroots level organizations in relation to their service delivery and the study is based on primary and secondary data. One hundred and ten grassroots level organizations were chosen for organizational survey, and three focus group discussions were employed to supplement survey data. The Composite Index (CI) method was employed to analyze the data that shows overall capability of grassroots organizations remained efficient (CI = 0.77). Empirical findings indicate that many grassroots organizations were more committed to work as agents of change through institutional norms, rules and values. Nevertheless, some grassroots organizations were facing institutional crises, influenced by socio-economic power structure, and resource paucity. Following the discussion of results, this study recommends governance measure for efficient capability of grassroots organizations.Dhaulagiri Journal of Sociology and Anthropology Vol.11, 2017; 60-95
4
Li, Feng, Zhi-Ping Fan, Bing-Bing Cao, and Hai-Mei Lv. "The Logistics Service Mode Selection for Last Mile Delivery Considering Delivery Service Cost and Capability." Sustainability 12, no. 19 (September 30, 2020): 8080. http://dx.doi.org/10.3390/su12198080.
Full textAbstract:
The last mile delivery service is an important part in the logistics service process of express enterprises. How to select a suitable logistics service mode for last mile delivery to maximize the delivery service capacity and minimize delivery service cost is a noteworthy problem, but studies on this problem are still lacking. In this paper, we first analyze three potential logistics service modes for last mile delivery, i.e., self-run mode, outsourcing mode, and alliance mode, and then propose a selection framework of logistics service mode for last mile delivery based on a two-dimensional matrix decision model according to the two dimensions of delivery service cost advantage and delivery service capability advantage. Next, we give the calculation formulas for the delivery service cost and delivery service capability. Furthermore, we propose a method for logistics service mode selection for last mile delivery according to delivery service costs and delivery service capabilities of three potential logistics service mode. Finally, we show the feasibility and effectiveness of the proposed method by a case analysis.
5
Srivastava, Shefali. "Exploring Enablers of Value Co-Creation in the Healthcare Service Delivery." International Journal of Service Science, Management, Engineering, and Technology 12, no. 1 (January 2021): 111–26. http://dx.doi.org/10.4018/ijssmet.2021010107.
Full textAbstract:
The paper identifies the enablers of value co-creation (VCC) in the healthcare context which in result enhances service delivery capability. A 45-item questionnaire was circulated among service providers in the healthcare system, including doctors, nurses, and system staff all over India. A cross-sectional research design was used to assess the research's framework. A total of 294 valid responses were received. Validity and reliability analyses were performed using SPSSv23 and AMOSv22, and the hypotheses were tested using structural equation modeling. Results reveal that organizational orientation, technology integration and internal service quality (ISQ) are the enablers of value co-creation in healthcare services context from the internal customer perspective. Future researchers may explore the inter-relationships among the enablers of VCC process. The study provides practitioners with suggestions to facilitate service delivery capability by leveraging organizational orientation, technology integration, and ISQ in the VCC process.
6
Pan, Wenwen, Guangwei Hu, and Yixin Ma. "Human Factors and E-Government Service Capability." Journal of Electronic Commerce in Organizations 14, no. 2 (April 2016): 46–60. http://dx.doi.org/10.4018/jeco.2016040104.
Full textAbstract:
The capability of e-government service (EGS) is affected by different organizational factors, including internal and external. Human factor is the most critical internal factor. However, few studies providing minimal anecdotal evidence have examined the relationships between human factors and EGSC. To fill the gap, this paper attempts to conceive and develop confirmatory factor analysis (CFA) models, along with structural equation modeling (SEM), from the perspective of the role, desire, skill, and learning ability of leader, team, and faculty in the process of building and applying e-Gov to investigate the relationships between them. These models explored the mechanism of how human factors affect EGSC and its components. And several valuable findings are concluded based on the empirical data analysis. It is believed that the abovementioned facets are significant for the Chinese local government sectors in designing an effective EGS delivery mechanism and improving their EGSC.
7
Agboma, Florence, and Antonio Liotta. "Addressing User Expectations in Mobile Content Delivery." Mobile Information Systems 3, no. 3-4 (2007): 153–64. http://dx.doi.org/10.1155/2007/719840.
Full textAbstract:
Multimedia services like television programs and live streaming of mobile videos can be delivered to mobile terminals via different access technologies. The question is – how do users perceive such services on mobile terminals? The objective of this study is to find the correlation between video quality thresholds and the user context. Our study reveals the thresholds of user's quality of experience (QoE) in a mobile environment by using different categories of content types, in relation to different access technologies and terminal capability. The mobile terminals used are: – (i) 3G Mobile Phone (ii) Personal Digital Assistant (PDA) and (iii) Laptop. We argue that quality of service (QoS) management should be driven by the user perception of quality rather than resulting from raw engineering parameters such as latency, jitter, bandwidth etc. Our results will be of great interest to network operators, service providers, terminal manufacturers, and researchers working in the area of quality of service management.
8
Sung, Inkyung, Matthias Buderath, and Peter Nielsen. "Unpacking the Role of Artificial Intelligence for a Multimodal Service System Design." Electronics 11, no. 4 (February 11, 2022): 549. http://dx.doi.org/10.3390/electronics11040549.
Full textAbstract:
Since requirements of service demands are becoming increasingly complex and diversified, one of the success factors of a multimodal service system is its capability to design a specific service instance satisfying a specific set of requirements. This capability is further highlighted in Ad Hoc Multimodal Service Systems (AHMSSs), where service instances rarely follow a standard form of service delivery and exist only for a limited time. However, due to the increasing scale and frequency of services in many business and public sectors, meeting the desired level of capability has become troublesome. A well-designed Artificial Intelligence (AI) approach can be a solution to the difficulty by addressing the underlying complexity and uncertainty of the AHMSS design process. To conceptualize and foster AI applications to an AHMSS, this study identifies key decision-making problems in the AHMSS design process and discusses the role of AI in the process. The results will form the basis for AI development and implementation for an AHMSS and relevant service systems.
9
Mohd Zawawi, Nur Fadiah, Sazali Abd Wahab, Abu Sofian Yaacob, Naresh Kumar AL Samy, and Syed Ali Fazal. "Measuring the Effectiveness of Road Transportation Logistics Performance in East Malaysia: A Conceptual Model." International Journal of Business and Management 11, no. 4 (March 15, 2016): 110. http://dx.doi.org/10.5539/ijbm.v11n4p110.
Full textAbstract:
<p>The successful of any tasks or jobs entrusted to logistics service providers is measured by performance. A good performance means the logistics service providers succeed in fulfilling customers’ requirements and perceptions. Among customers’ requirements are delivery of goods on-time, reasonable costs, the safety of their goods and so forth. However, nowadays this performance is being disturbed by road congestion problems due to the flooding of road logistics transportations which are used to deliver products or goods to their customers, together with the addition of public road transportation. As a result, the delivery of customers’ goods is delayed and the operation costs also increased. This hustle and bustle happens since the global manufacturing sector grows dramatically these days. Consignees do not agree with several solutions to this issue, since it is found to be favouring the customers, without any concern to the consignees themselves. Hence, this study adapted several previous models in order to come out with a new model which can prevent delivery delay and reduce operation cost. This is a promise for an effective and efficient logistics service providers’ performance. With regards to the prior literature, the capability of logistics service providers is very valuable to maintain the good performance of a logistics firm, IT implementation is empirically proven as an enabler for time and cost saving, and innovation capability is important in differentiating one firm to another. Hence, it can sustain the competitive performance and advantages. Therefore, the formation of the mentioned variables has constructed a new model for this study which is expected to benefit logistics service providers to improve their services and simultaneously provide a nice picture to potential investors to invest in our country, Malaysia.</p>
10
Terziev, Venelin, Vanya Banabakova, and Marin Georgiev. "Developing Customer Service Standards." International conference KNOWLEDGE-BASED ORGANIZATION 24, no. 2 (June 1, 2018): 117–22. http://dx.doi.org/10.1515/kbo-2018-0075.
Full textAbstract:
Abstract Ensuring effective customer service requires targeted efforts in a number of areas, one of which is to develop service standards for each market segment. Differentiating customer service is achieved by adopting different standards according to the following criteria: availability of assortment varieties and quantities in percentage of orders placed; actually delivered quantities and assortment varieties in percent of the ordered ones; time (cycle) to execute orders in hours or days, and more. The development of service standards uses the results of its analyzes and assessments. Standards relating to customer service should be developed in the following areas: responsibilities of management; quality control system; supplier's obligations; design management; document management; purchase quality; product identification; management of the processes of providing services; customer service quality assessment; management of control, measuring and implementation equipment; corrective actions applied in the case of established discrepancies in the provided services; loading, unloading, storing, packaging, delivery and storage of the product; customer interaction; control over data related to service quality; internal audits related to service quality; personnel training; statistical methods. This paper explores the need and capability to develop customer service standards and provides an algorithm for developing standards for employee behaviour toward customers
Dissertations / Theses on the topic "Service delivery capability"
1
Imbaruddin, Amir, and aimbaruddin@yahoo com. "Understanding Institutional Capacity of Local Government Agencies in Indonesia." The Australian National University. Research School of Social Sciences, 2005. http://thesis.anu.edu.au./public/adt-ANU20070320.141727.
Full textAbstract:
This thesis is about the capacity of local government agencies in Makassar (Indonesia) to provide services to the public. Besides aiming to understand the institutional capacity of local government agencies, the research also examines the role internal and external factors play in determining the service delivery capacity of public organisations. Internal factors refer to the organisational structure, managerial practices and the management of human resources in public organisations. External factors refer to the degree of bureaucratic and political accountability as well as the level of competition experienced by government agencies.
¶
This research will enrich the existing development literature by strengthening our understanding of the ways in which internal and external factors strengthen or weaken the capacity of public sector institutions.
¶
Institutional capacity is measured by the quality of services provided by the local government agencies as assessed by their clients through both questionnaires and interviews, whereas the data regarding the role internal and external factors play in determining the institutional capacity of local government agencies were collected by in-depth interviews and focus group discussions. In-depth interviews and focus group discussions were conducted with the management and staff in a number of agencies, with high-level bureaucrats, with non-government organisations and business associations, and members of the Makassar parliament.
¶
This study concludes that the institutional capacity of local government agencies in the case studies varies, although overall institutional capacity is relatively low or unsatisfactory. Of the four agencies in the case studies, only one agency was able to deliver quality services higher than the level expected by its clients.
¶
In general, this research reveals that the degree of accountability of the local government agencies in the case studies is relatively weak. The study infers that the degree of accountability does not have a significant impact on the agencies' performance.
¶
It was found that the competitive or monopolistic environment in which the local government agencies operate does affect the capacity of the agencies to serve their clients. This capacity is also affected by a number of aspects within the organisation and human resource dimensions of the agencies.
¶
This study shows that, in the case of Indonesia, attempts to improve the capacity of government agencies to deliver quality public services by improving the capacity of parliament to politically oversee the executive, as recommended by a number of international agencies and commentators, may not be the best and most effective alternative. Rather than focusing the resources to improve the degree of political accountability, the study suggests that a more effective strategy to develop the capacity of government agencies is to enhance the organisational structure, managerial practices and the management of human resources in the public organizations, and to introduce competition into the delivery of public services.
2
Imbaruddin, Amir. "Understanding Institutional Capacity of Local Government Agencies in Indonesia." Phd thesis, 2003. http://hdl.handle.net/1885/45744.
Full textAbstract:
This thesis is about the capacity of local government agencies in Makassar (Indonesia) to provide services to the public. Besides aiming to understand the institutional capacity of local government agencies, the research also examines the role internal and external factors play in determining the service delivery capacity of public organisations. Internal factors refer to the organisational structure, managerial practices and the management of human resources in public organisations. External factors refer to the degree of bureaucratic and political accountability as well as the level of competition experienced by government agencies. ¶ ...¶ This study shows that, in the case of Indonesia, attempts to improve the capacity of government agencies to deliver quality public services by improving the capacity of parliament to politically oversee the executive, as recommended by a number of international agencies and commentators, may not be the best and most effective alternative. Rather than focusing the resources to improve the degree of political accountability, the study suggests that a more effective strategy to develop the capacity of government agencies is to enhance the organisational structure, managerial practices and the management of human resources in the public organizations, and to introduce competition into the delivery of public services.
Books on the topic "Service delivery capability"
1
Sadhra, Steven, Alan Bray, and Steve Boorman, eds. Oxford Handbook of Occupational Health 3e. 3rd ed. Oxford University Press, 2022. http://dx.doi.org/10.1093/med/9780198849803.001.0001.
Full textAbstract:
The Oxford Handbook of Occupational Health is a practice-based guide primarily for occupational health (OH) practitioners including general practitioners (GPs) who practice occupational health on a sessional basis. The book will also be useful to therapists who work with and support OH services e.g. physiotherapists, rehabilitation, and behavioral therapists and those preparing for professional examinations in Occupational Medicine. Although the Handbook is primarily for those practicing in Occupational Health, it provides valuable practical guidance for those who have responsibility for the following: assessing managing work-related health conditions, managing absence and return to work, development of health and well-being programs at work and evaluation of work based interventions for improving health outcomes. Assessment and management of work-related health issues require a integrated approach with involvement of employers, employees, occupational health services and the NHS. Such collaborations require good understanding of OH concepts and principles as well evidence-based practices which are central to the OH handbook. The 3rd edition has been subject to a major rewrite with revisions to various sections in particular chapters on occupational health practice, delivery of OH services, fitness for work, policies and procedures. The third edition maintains the overall approach and the general structure of previous editions but updates the material to reflect important new changes to practice, disease recognition, OH service delivery, guidelines as well changes to legislation and ethical principles. The new material for the 3rd edition reflects developments in the field of OH and the enhanced attention on health and work (improving employment and work capability, reduced sickness absence, increased productivity) in the political, employment as well as the academic research arenas. We hope the third edition will be highly regarded resources as the first two editions and will provide readers the right balance better the theory and practice of occupational health.
2
Rhodes, R. A. W. The Hollowing Out of the State. Oxford University Press, 2017. http://dx.doi.org/10.1093/oso/9780198786108.003.0008.
Full textAbstract:
The chapter asks if the British state is being hollowed out. It identifies four trends that are redrawing the boundaries of the state: privatization; alternative service delivery systems; the impact of the EU; and the new public management. The resulting problems include: fragmentation; accountability; catastrophe; central capability. It discusses the case for a return to bureaucracy. The Afterword shows the trends in public spending and public employment, the emergence of the ‘franchise state’, and austerity narrative mean that the pressures redrawing the boundaries of the state persist. Over the past twenty years the state has been rolled back to create the minimalist state and rolled out to extend its influence by outsourcing and incorporating others in public governance. The original version of hollowing out did not allow for both these trends
3
Prah Ruger, Jennifer. Fulfilling Global Health Justice Requirements. Oxford University Press, 2018. http://dx.doi.org/10.1093/oso/9780199694631.003.0011.
Full textAbstract:
Ensuring that medically necessary and appropriate health care and public health goods and services are available to all is the job of justice. The PG/SHG framework aspires to a goal of self-actualized societies imbued with a commitment to social justice, where governments and people promote the central health capabilities of all. Individual states have primary obligations to prevent and address health inequalities and externalities and to realize their populations’ health capabilities. The global community provides help and guidance when states fail to deliver, though this framework eschews coercive tactics. Rather, PG/SHG deploys public dialogue and education programs to swell support for these commitments. PG/SHG offers a conceptual model of health capability and guidance for operationalization.
Book chapters on the topic "Service delivery capability"
1
Blackmore, Karen Louise, and Evan William Henry Allitt. "Balancing Defence Service Experience and Technical Skills to Deliver Simulation Workforce Capability: A Case Study." In Communications in Computer and Information Science, 115–28. Singapore: Springer Singapore, 2019. http://dx.doi.org/10.1007/978-981-32-9582-7_9.
Full text
2
Malzahn, Dirk. "Integrated Product Life Cycle Management for Software." In Information Technology Governance and Service Management, 423–42. IGI Global, 2009. http://dx.doi.org/10.4018/978-1-60566-008-0.ch024.
Full textAbstract:
This chapter describes how models for software development and service delivery can be integrated into a common approach to reach an integrated product life cycle for software. The models covered by this chapter are the capability maturity model integration (CMMI), SPICE (software process improvement and capability determination, ISO 15504) and ISO 20000 (service management). Whilst the CMMI constellation approach delivers an integration perspective defined in three models (development, acquisition and services), SPICE and ISO 20000 need additional alignment to be usable in an integrated approach.
3
Zhang, J., L. Zhang, Francis Quek, and Jen-Yao Chung. "A Service-Oriented Multimedia Componentization Model." In Multimedia Technologies, 559–79. IGI Global, 2008. http://dx.doi.org/10.4018/978-1-59904-953-3.ch041.
Full textAbstract:
As Web services become more and more popular, how to manage multimedia Web services that can be composed as value-added service solutions remains challenging. This paper presents a service-oriented multimedia componentization model to support Quality of Service (QoS)-centered, device-independent multimedia Web services, which seamlessly incorporates cutting-edge technologies relating to Web services. A multimedia Web service is divided into control flow and data flow. Each can be delivered via different infrastructures and channels. Enhancements are proposed to facilitate Simple Object Access Protocol (SOAP) and Composite Capability/Preference Profiles (CC/PP) protocols to improve their flexibility to serve multimedia Web services. We present a set of experiments that show the viability of our service-oriented componentization model that can support efficient delivery and management of multimedia Web services.
4
Malzahn, Dirk. "Integrated Product Life Cycle Management for Software." In Software Applications, 1022–42. IGI Global, 2009. http://dx.doi.org/10.4018/978-1-60566-060-8.ch061.
Full textAbstract:
This chapter describes how models for software development and service delivery can be integrated into a common approach to reach an integrated product life cycle for software. The models covered by this chapter are the capability maturity model integration (CMMI), SPICE (software process improvement and capability determination, ISO 15504) and ISO 20000 (service management). Whilst the CMMI constellation approach delivers an integration perspective defined in three models (development, acquisition and services), SPICE and ISO 20000 need additional alignment to be usable in an integrated approach.
5
Wright, Gillian H., and W. Andrew Taylor. "Improving Public Sector Service Delivery through Knowledge Sharing." In Encyclopedia of Information Science and Technology, First Edition, 1414–18. IGI Global, 2005. http://dx.doi.org/10.4018/978-1-59140-553-5.ch249.
Full textAbstract:
Since the publication of the first knowledge management article in Harvard Business Review (Nonaka, 1991), the world has witnessed a revolution in management practice. While the origins of knowledge management extend further back in history (see Prusak, 2001; Wiig, 1997), it is certainly true that in the last decade the creation, sharing and application of knowledge are increasingly seen as a source of competitive advantage. However, knowledge management is largely a private sector innovation at the present time, although gradually moving towards the public service sector (Bate & Robert, 2002; Hartley & Allison, 2002). The implementation of knowledge management places an emphasis on organizational factors such as learning capability, culture and leadership as well as renewed focus on the importance of information quality (Alavi & Leidner, 2001). The ability to manage the sharing of information (and hence knowledge) effectively remains one of the most important but still least understood activities in modern organizations, no less so in public services.
6
Nandi, Arnab, and Sumit Kundu. "Energy Efficient Packet Data Service in Wireless Sensor Network in Presence of Rayleigh Fading." In Applications and Developments in Grid, Cloud, and High Performance Computing, 232–45. IGI Global, 2013. http://dx.doi.org/10.4018/978-1-4666-2065-0.ch015.
Full textAbstract:
Energy level performances of three packet delivery schemes in Wireless Sensor Networks (WSN) are evaluated in presence of Rayleigh fading. Three different information delivery mechanisms are investigated using regenerative relays with or without error correction capability. Energy consumption for successful delivery of a data packet for each mechanism is evaluated and compared under several conditions of node density, bit rate, transmit power, and channel fading. Energy efficiencies of different retransmission schemes are also evaluated. Further, an optimal packet length based on energy efficiency is derived. Impact of optimal packet size on average number of retransmission and total energy expenditure is analyzed for each delivery scheme.
7
Opala, Omondi John, Shawon S. M. Rahman, and Abdulhameed A. Alelaiwi. "Enterprise Cloud Adoption." In Web-Based Services, 1283–315. IGI Global, 2016. http://dx.doi.org/10.4018/978-1-4666-9466-8.ch057.
Full textAbstract:
Cloud computing is synonymous with outsourced data center management and agile solution architecture that improves the scalability for delivery of services for enterprises. It has the capability to revolutionize how data is delivered from commodity to Information Technology as a service. At its core, Cloud computing is a new approach to distributed computing and shared pooling of IT infrastructure linked together to offer centralized IT services on demand. Companies that provide Cloud computing services manage multiple virtualized computation systems that allow for dynamic on-demand provisioning of IT delivery as services. This chapter presents a study of the factors that influence the adoption of Cloud computing in enterprises based on managements' perception of security, cost-effectiveness, and IT compliance. The results of a linear regression analysis testing are presented, which indicate that managers' perceptions of cost-effectiveness and IT compliance are more significantly correlated to the enterprise adoption of Cloud computing than security.
8
Opala, Omondi John, Shawon S. M. Rahman, and Abdulhameed A. Alelaiwi. "Enterprise Cloud Adoption." In Advances in Systems Analysis, Software Engineering, and High Performance Computing, 554–88. IGI Global, 2014. http://dx.doi.org/10.4018/978-1-4666-6178-3.ch022.
Full textAbstract:
Cloud computing is synonymous with outsourced data center management and agile solution architecture that improves the scalability for delivery of services for enterprises. It has the capability to revolutionize how data is delivered from commodity to Information Technology as a service. At its core, Cloud computing is a new approach to distributed computing and shared pooling of IT infrastructure linked together to offer centralized IT services on demand. Companies that provide Cloud computing services manage multiple virtualized computation systems that allow for dynamic on-demand provisioning of IT delivery as services. This chapter presents a study of the factors that influence the adoption of Cloud computing in enterprises based on managements' perception of security, cost-effectiveness, and IT compliance. The results of a linear regression analysis testing are presented, which indicate that managers' perceptions of cost-effectiveness and IT compliance are more significantly correlated to the enterprise adoption of Cloud computing than security.
9
Salzman, Harold, and Stephen R. Rosenthal. "Understanding and Managing Software Acquisition." In Software by Design. Oxford University Press, 1994. http://dx.doi.org/10.1093/oso/9780195083408.003.0015.
Full textAbstract:
In today’s service-oriented economy, information systems are becoming the lifeblood of many organizations. As part of this trend, applications software is an increasingly important and little understood type of process technology. In this chapter we synthesize many of our findings and explore their implications for procuring software in organizations that deliver services. We will argue that it is during the procurement of software and in the planning processes that precede procurement that managers with insight about software design have the most to offer. This book has provided several extended examples of how mission critical software is used in service organizations by operational personnel to assist them in service delivery and by management for monitoring and control purposes. We have shown how service delivery becomes redefined in terms of the combined capability of workers and the integrative functionality designed into mission critical software. We have also shown how software may affect the structure of a service organization and the scope of individual jobs within it. Mission critical software thus serves important integrative functions, such as job restructuring and service redefinition, for the service delivery organization. Although vital to any company’s production capability, process technology is often viewed as an ancillary concern of top management when it comes to purchasing it. Procurement is thought to be best left to technicians who have both the time and inclination to preoccupy themselves with comparison shopping. Many managers are uncomfortable with technological decisions. In large organizations, decisions about new technology tend to be delegated to groups far removed from senior management. Only when procurement costs rise above a certain threshold will the level for such decisions be escalated in the organization. By then, assessments are usually reduced to some sort of financial payback calculation and the substantive issues associated with the proposed technology become submerged. The crucial shortcoming of this approach is that technology acquisition is an important strategic issue, not just a technical matter. By shaping the capabilities of the organization’s production function, process technologies, can dramatically affect productivity, quality, and the range of possibilities for making goods or delivering services.
10
Bouras, Christos, Apostolos Gkamas, Dimitris Primpas, and Kostas Stamos. "Quality of Service Architectures." In Encyclopedia of Internet Technologies and Applications, 425–31. IGI Global, 2008. http://dx.doi.org/10.4018/978-1-59140-993-9.ch060.
Full textAbstract:
IP networks are built around the idea of best effort networking, which makes no guarantees regarding the delivery, speed, and accuracy of the transmitted data. While this model is suitable for a large number of applications, and works well for almost all applications when the network load is low (and therefore there is no congestion), there are two main factors that lead to the need for an additional capability of quality of service guarantees. One is the fact that an increasing number of Internet applications are related to real-time and other multimedia data, which have greater service requirements in order to be satisfying to the user. The other is that Internet usage is steadily increasing, and although the network infrastructure is also updated often, it is not always certain that network resource offerings will be ahead of usage demand. In order to deal with this situation, IETF has developed two architectures in order to enable QoS-based handling of data flows in IP networks. This article describes and compares these two architectures.
Conference papers on the topic "Service delivery capability"
1
Zhou, Ping, Ming Li, and Xiaodan Tang. "Capability Model of Judicial Document Delivery System." In 2020 IEEE 11th International Conference on Software Engineering and Service Science (ICSESS). IEEE, 2020. http://dx.doi.org/10.1109/icsess49938.2020.9237743.
Full text
2
Burke, Douglas, Yale Yu, and Peter Mckenna. "A capability map of effective and efficient delivery of Telecom managed services." In 2014 11th International Conference on Service Systems and Service Management (ICSSSM). IEEE, 2014. http://dx.doi.org/10.1109/icsssm.2014.6874044.
Full text
3
Tian, Zhihong, and Liangliang Chen. "Improvement Path of Express Delivery Service Capability under Covid-2019 Pneumonia Pandemic." In 2022 2nd International Conference on Enterprise Management and Economic Development (ICEMED 2022). Paris, France: Atlantis Press, 2022. http://dx.doi.org/10.2991/aebmr.k.220603.151.
Full text
4
Mingfei, Liu, Wang Qiong, and Qin Yuanjian. "Study on the forming mechanism of the logistics service delivery capability based on customer equity." In 2010 International Conference on Logistics Systems and Intelligent Management (ICLSIM). IEEE, 2010. http://dx.doi.org/10.1109/iclsim.2010.5461049.
Full text
5
Sun, Hao, Pingnan Ruan, and Xiaoyan Liu. "The Optimized Research Framework of the Road Traffic Delivery Service Supporting System Based on Dynamic Capability." In 2016 International Seminar on Education Innovation and Economic Management (SEIEM 2016). Paris, France: Atlantis Press, 2016. http://dx.doi.org/10.2991/seiem-16.2016.23.
Full text
6
Benze, Jorg, Andreas Lang, Antonis Papanikolaou, Tim Dethlefs, Wolfgang Renz, and Andrea Schroder. "Open system for energy services (OS4ES): An EU-funded research project to establish a non-discriminatory, multivendor-capability service delivery platform for smart grid services." In 2015 IEEE International Conference on Smart Grid Communications (SmartGridComm). IEEE, 2015. http://dx.doi.org/10.1109/smartgridcomm.2015.7436365.
Full text
7
Zhou, Ding, Jiabei Jiang, and Yuqing Zou. "Systemic Design Method for Co-creation of 3D Printing Service." In Systems & Design: Beyond Processes and Thinking. Valencia: Universitat Politècnica València, 2016. http://dx.doi.org/10.4995/ifdp.2016.3144.
Full textAbstract:
Background- As one of the objectives of Design for Additive Manufacture, the capability of customized geometry promotes 3D printing to increasingly realize product customization in the service market. Defined as a business strategy focusing on customer experience and interaction, co-creation is expected to obtain fast-growing market volume. Recently, some co-creation of 3D printing service (3DPS) have been released to realize value creation. Despite its rapid growth, there is little research on this field, especially its design method. Aim- This research aims to define a systemic design method for developing the co-creation of 3DPS. Method- First, this research distinguished ambiguous-type and definite-type of 3DPS co-creation. The latter was taken as the current research object, because it presents the services scope more clearly. Furthermore, in order to solve the research question, that is, how to organize the service innovation for 3DPS co-creation, evidence needed to be collected by observing the mentioned cases. Therefore, holistic multiple-case study of 3DPS co-creation samples was designed and conducted, as it was herein employed as the research method. This research is divided into three sections. The first section presents the preparation for data collection, involving case selection and the formulation of evidence collection. The second section analyzes the collected evidences. Based on the evidence analysis, the third section concludes the knowledge of 3DPS co-creation. In order to collect adequate evidences, a pair of models was employed to build a framework. The first one is the Den Hertog's service innovation model, which presents four dimensions including new service concept, new client interface, new service delivery system, and technological options. Another model refers to the building blocks of interactions for value co-creation: dialogue, access, risk-benefits, and transparency, presenting the components in basis construction, which are necessary for the interaction between consumer and service provider. Finding- The findings conclude a systemic design method for 3DPS co-creation, which is divided into the following steps: embedding 3DPS co-creation in current product customization, developing a WebGL-based interface for service processes, preparing 3D printing technology for customized results, evaluating and optimizing the co-creation structure according to the standard including clear dialogues, complete customization access, reasonable understanding of risk-benefits, and ideal transparency.Conclusion- This research proposes a systemic design method for co-creation of 3DPS, which promises benefits to enterprises engaged in the 3D printing service, and will contribute to promoting co-creation in the context of service design and other related fields.DOI: http://dx.doi.org/10.4995/IFDP.2016.3144
8
Adeola, Olatunji, Kolby Burmaster, Michael Phi, Shaun Arnold, Alexander Robinson, and Jackson Klein. "Drilling Execution and Completion Advancements Continue to Deliver for Guyana." In Offshore Technology Conference. OTC, 2021. http://dx.doi.org/10.4043/31230-ms.
Full textAbstract:
Abstract The ExxonMobil Wells organization, along with Hess Guyana Exploration Limited and CNOOC Petroleum Guyana Limited, executed a successful multi-rig campaign to achieve First Oil on the Liza Phase 1 project ahead of schedule, utilizing advanced deepwater completion technologies to deliver highly productive wells. Considering the sizable resource offshore Guyana, strategic partnerships have been established with drilling contractors and other service providers to build economies-of-scale. ExxonMobil's prior global experience is actively being leveraged in rig selection and well design. Standardization, both above and below the rotary, has allowed for increased flexibility on current and future well execution, maintaining optionality to rapidly adjust project pace. A deliberate contracting strategy with established rig providers has also opened access to top tier rigs with reduced procurement timelines, providing flexibility with total rig count and capability. With an integrated team approach focused on simulataneous operations (SIMOPS) mitigation, rig movements have been optimized within the field to prioritize the highest value work and streamline project delivery. Effective schedule integration with multiple drilling rigs and installation vessels has reduced SIMOPS downtime during Phase 1 project execution. Additionally, batch rig operations have allowed the team to capitalize on operational efficiencies. A combination of these factors led to on-time well delivery and helped the project achieve aggressive First Oil milestones. The team has implemented innovative technologies to maximize value and well reliability, including the following: integrated geosteering workflows, with Azimuthal Ultra-Deep Resistivity (AUDR), enabling maximum reservoir penetrations; a suite of low equivalent circulating density (ECD) drilling fluids that enable the drilling of narrow-margin, highly deviated wells; ExxonMobil's patented NAFPac™ openhole gravel pack technology and autonomous inflow control devices (AICDs) on stand-alone-screen completions to increase well life and reliability; and remotely operated vehicle (ROV) based tree intervention control systems and ROV actuated suspension valves allowing for offline installation of subsea trees. Additionally, the team implemented the first floating application of the NOVOS™ automated slip-to-slip drilling system. NOVOS™ has been coupled with an automated drilling advisory system (AutoDAS) and data analytics environments for continuous performance improvement. The production wells that were delivered for Liza Phase 1 have highly productive, low-skin completions averaging over 900 m in length and production rates in excess of 30 kbd/well. Advancements in completion technology and efficiency proven on Liza Phase 1 are being extended into Phase 2 development and beyond, providing additional reservoir management capability. Lastly, ExxonMobil's commitment to Guyana extends to its people. Guyanese personnel have benefitted from significant training provided by ExxonMobil and sub-contractors, and Guyanese Nationals represented approximately 40% of the workforce involved in Wells-related activities at the end of 2020.
9
Smith, Gordon R. "GE Rapid Response Plant Design: Operational Flexibility and Transient Emissions Control." In ASME Turbo Expo 2015: Turbine Technical Conference and Exposition. American Society of Mechanical Engineers, 2015. http://dx.doi.org/10.1115/gt2015-42512.
Full textAbstract:
The GE Rapid Response plant design is described and compared to conventional combined cycle plant design. Advantages of the Rapid Response improved operational flexibility are explained and compared to conventional combined cycle plants. Improvements include faster power delivery to the grid, more economical plant startup, more profitable plant startup and lower emissions during plant startup. The capability of a drum type HRSG for the Rapid Response cycling service is explored. Joint studies between GE and HRSG suppliers are highlighted supporting the adoption of drum type HRSGs for this cycling service. Necessary modifications to other plant equipment are explained. Quantitative comparisons of Rapid Response and conventional combined cycle plant operability are given for electrical energy production and emissions reduction. An advanced Selective Catalytic Reduction SCR control is shown providing improvements in combined cycle plant transient emissions control. Elements of the new control are explained. Argument is made to designate the new control as a second generation GEN II control compared to all other currently existing controls designated GEN I. A brief outline of the current state of Rapid Response plant deployment is provided.
10
Elyossef, Bassem S., Karim Nasr, Abdulaziz S. Al Mazrooei, Sam G. Fitzpatrick, Ashraf R. Abu Safieh, Assad Farooq, and Muna S. Al Marzouqi. "Utilization of a Building Blocks Concept to Develop a Joint Technical Scope of Work of Electric Line Logging Services for All Abu Dhabi Onshore and Offshore Operations." In ADIPEC. SPE, 2022. http://dx.doi.org/10.2118/211741-ms.
Full textAbstract:
Abstract As part of the ADNOC's strategic approach to maximize the value of procurement, a Group Category Management initiative was launched for Electric wireline logging services with a primary objective to leverage the spending and volume of ADNOC Group Companies. In support of this direction, ADNOC sets the following goals; ADNOC to become the regional operator of choice, securing Gulf Countries Council (GCC) Wireline service capacity to ensure tool and personnel availability, implementation of log output-based scope design, promoting operational delivery through the introduction of performance-based work incentives, reducing operational delays and Non-Productive Time (NPT) through improved supplier performance management, increasing access to new technology, promoting In-Country Value (ICV), and increasing Emirate employment in Wireline Logging. ADNOC Upstream operating units execute oil and gas drilling and production operations that spread over onshore and offshore Abu Dhabi and handle various reservoir types and conditions such as shallow/deep reservoirs, sweet/sour, and ultra-sour gas reservoirs. Under such circumstances, a critical success factor of this initiative was underpinned by a unified scope of work that accommodates Onshore/Offshore, sweet, and harsh operating environments to come up with a scope that balances the work environment requirement, service quality, and cost. This paper describes the detailed journey to build a joint scope of work that can serve all ADNOC operating units in a cost-effective and flexible model based on the building blocks concept. To compartmentalize, ADNOC technical team built the scope package and respective cost model based on service type that includes Open Hole, Cased Hole and Explosives logging services. The proposed scope of work model was tested by designing different types of jobs. Later, a technical group verified the proposed model by comparing the model outcome with the current discrete models for Onshore, Offshore, harsh, and extended reach well environment. It was concluded that integrated scope of work is a safe, robust, and cost-effective model that assures the same level of service quality is provided all over Group companies considering the differences in operation environment and requirements. Following the scope and strategic option review, a group level procurement event was determined as the best course of action to achieve the set objectives. As such, a market capability assessment and demand analysis were conducted to initiate the sourcing event.
Reports on the topic "Service delivery capability"
1
McKenna, Patrick, and Mark Evans. Emergency Relief and complex service delivery: Towards better outcomes. Queensland University of Technology, June 2021. http://dx.doi.org/10.5204/rep.eprints.211133.
Full textAbstract:
Emergency Relief (ER) is a Department of Social Services (DSS) funded program, delivered by 197 community organisations (ER Providers) across Australia, to assist people facing a financial crisis with financial/material aid and referrals to other support programs. ER has been playing this important role in Australian communities since 1979. Without ER, more people living in Australia who experience a financial crisis might face further harm such as crippling debt or homelessness. The Emergency Relief National Coordination Group (NCG) was established in April 2020 at the start of the COVID-19 pandemic to advise the Minister for Families and Social Services on the implementation of ER. To inform its advice to the Minister, the NCG partnered with the Institute for Governance at the University of Canberra to conduct research to understand the issues and challenges faced by ER Providers and Service Users in local contexts across Australia. The research involved a desktop review of the existing literature on ER service provision, a large survey which all Commonwealth ER Providers were invited to participate in (and 122 responses were received), interviews with a purposive sample of 18 ER Providers, and the development of a program logic and theory of change for the Commonwealth ER program to assess progress. The surveys and interviews focussed on ER Provider perceptions of the strengths, weaknesses, future challenges, and areas of improvement for current ER provision. The trend of increasing case complexity, the effectiveness of ER service delivery models in achieving outcomes for Service Users, and the significance of volunteering in the sector were investigated. Separately, an evaluation of the performance of the NCG was conducted and a summary of the evaluation is provided as an appendix to this report. Several themes emerged from the review of the existing literature such as service delivery shortcomings in dealing with case complexity, the effectiveness of case management, and repeat requests for service. Interviews with ER workers and Service Users found that an uplift in workforce capability was required to deal with increasing case complexity, leading to recommendations for more training and service standards. Several service evaluations found that ER delivered with case management led to high Service User satisfaction, played an integral role in transforming the lives of people with complex needs, and lowered repeat requests for service. A large longitudinal quantitative study revealed that more time spent with participants substantially decreased the number of repeat requests for service; and, given that repeat requests for service can be an indicator of entrenched poverty, not accessing further services is likely to suggest improvement. The interviews identified the main strengths of ER to be the rapid response and flexible use of funds to stabilise crisis situations and connect people to other supports through strong local networks. Service Users trusted the system because of these strengths, and ER was often an access point to holistic support. There were three main weaknesses identified. First, funding contracts were too short and did not cover the full costs of the program—in particular, case management for complex cases. Second, many Service Users were dependent on ER which was inconsistent with the definition and intent of the program. Third, there was inconsistency in the level of service received by Service Users in different geographic locations. These weaknesses can be improved upon with a joined-up approach featuring co-design and collaborative governance, leading to the successful commissioning of social services. The survey confirmed that volunteers were significant for ER, making up 92% of all workers and 51% of all hours worked in respondent ER programs. Of the 122 respondents, volunteers amounted to 554 full-time equivalents, a contribution valued at $39.4 million. In total there were 8,316 volunteers working in the 122 respondent ER programs. The sector can support and upskill these volunteers (and employees in addition) by developing scalable training solutions such as online training modules, updating ER service standards, and engaging in collaborative learning arrangements where large and small ER Providers share resources. More engagement with peak bodies such as Volunteering Australia might also assist the sector to improve the focus on volunteer engagement. Integrated services achieve better outcomes for complex ER cases—97% of survey respondents either agreed or strongly agreed this was the case. The research identified the dimensions of service integration most relevant to ER Providers to be case management, referrals, the breadth of services offered internally, co-location with interrelated service providers, an established network of support, workforce capability, and Service User engagement. Providers can individually focus on increasing the level of service integration for their ER program to improve their ability to deal with complex cases, which are clearly on the rise. At the system level, a more joined-up approach can also improve service integration across Australia. The key dimensions of this finding are discussed next in more detail. Case management is key for achieving Service User outcomes for complex cases—89% of survey respondents either agreed or strongly agreed this was the case. Interviewees most frequently said they would provide more case management if they could change their service model. Case management allows for more time spent with the Service User, follow up with referral partners, and a higher level of expertise in service delivery to support complex cases. Of course, it is a costly model and not currently funded for all Service Users through ER. Where case management is not available as part of ER, it might be available through a related service that is part of a network of support. Where possible, ER Providers should facilitate access to case management for Service Users who would benefit. At a system level, ER models with a greater component of case management could be implemented as test cases. Referral systems are also key for achieving Service User outcomes, which is reflected in the ER Program Logic presented on page 31. The survey and interview data show that referrals within an integrated service (internal) or in a service hub (co-located) are most effective. Where this is not possible, warm referrals within a trusted network of support are more effective than cold referrals leading to higher take-up and beneficial Service User outcomes. However, cold referrals are most common, pointing to a weakness in ER referral systems. This is because ER Providers do not operate or co-locate with interrelated services in many cases, nor do they have the case management capacity to provide warm referrals in many other cases. For mental illness support, which interviewees identified as one of the most difficult issues to deal with, ER Providers offer an integrated service only 23% of the time, warm referrals 34% of the time, and cold referrals 43% of the time. A focus on referral systems at the individual ER Provider level, and system level through a joined-up approach, might lead to better outcomes for Service Users. The program logic and theory of change for ER have been documented with input from the research findings and included in Section 4.3 on page 31. These show that ER helps people facing a financial crisis to meet their immediate needs, avoid further harm, and access a path to recovery. The research demonstrates that ER is fundamental to supporting vulnerable people in Australia and should therefore continue to be funded by government.
2
Barjum, Daniel. PDIA for Systems Change: Tackling the Learning Crisis in Indonesia. Research on Improving Systems of Education (RISE), September 2022. http://dx.doi.org/10.35489/bsg-rise-ri_2022/046.
Full textAbstract:
Indonesia is facing a learning crisis. While schooling has increased dramatically in the last 30 years, the quality of education has remained mediocre (Rosser et al., 2022). Teacher capability is an often cited weakness of the system, along with policies and system governance. Approaches focused primarily on adding resources to education have not yielded expected outcomes of increased quality. “It is a tragedy that in the second decade of the twenty-first century, some children in Indonesia are not completing primary school and are turned out into the workforce as functional illiterates.” (Suryadarma and Jones, 2013; Nihayah et al., 2020). In the early 2000s, Indonesia began a process of decentralising service delivery, including education, to the district level. Many responsibilities were transferred from the central government to districts, but some key authorities, such as hiring of civil service teachers, remained with the central government. The Indonesian system is complex and challenging to manage, with more than 300 ethnic groups and networks of authority spread over more than 500 administrative districts (Suryadarma and Jones, 2013). Niken Rarasati and Daniel Suryadarma researchers at SMERU, an Indonesian think tank and NGO, understood this context well. Their prior experience working in the education sector had shown them that improving the quality of education within the classroom required addressing issues at the systems level (Kleden, 2020). Rarasati noted the difference in knowledge between in-classroom teaching and the systems of education: “There are known-technologies, pedagogical theories, practices, etc. for teaching in the classroom. The context [for systems of education] is different for teacher development, recruitment, and student enrollment. Here, there is less known in the public and education sector.” Looking for ways to bring changes to policy implementation and develop capabilities at the district level, SMERU researchers began to apply a new approach they had learned in a free online course offered by the Building State Capability programme at the Center for International Development at Harvard University titled, “The Practice of PDIA: Building Capability by Delivering Results”. The course offered insights on how to implement public policy in complex settings, focused on using Problem Driven Iterative Adaptation (PDIA). The researchers were interested in putting PDIA into practice and seeing if it could be an effective approach for their colleagues in government. This case study reviews Rarasati and Suryadarma’s journey and showcases how they used PDIA to foster relationships between local government and stakeholders, and bring positive changes to the education sector.
3
Aiyar, Yamini, Vincy Davis, Gokulnath Govindan, and Taanya Kapoor. Rewriting the Grammar of the Education System: Delhi’s Education Reform (A Tale of Creative Resistance and Creative Disruption). Research on Improving Systems of Education (RISE), November 2021. http://dx.doi.org/10.35489/bsg-rise-misc_2021/01.
Full textAbstract:
The study was not designed to undertake an evaluation of the success or failure of reform. Nor was it specifically about the desirability or defects of the policy reform choices. It took these reform choices and the policy context as a given. It is important to note that the Delhi reforms had its share of criticisms (Kumar, 2016; Rampal, 2016). However, our goal was not to comment on whether these were the “right” reforms or have their appropriateness measured in terms of their technical capability. This study sought to understand the pathways through which policy formulations, designed and promoted by committed leaders (the sound and functional head of the flailing state), transmit their ideas and how these are understood, resisted, and adopted on the ground. In essence, this is a study that sought to illuminate the multifaceted challenges of introducing change and transition in low-capacity settings. Its focus was on documenting the process of implementing reforms and the dynamics of resistance, distortion, and acceptance of reform efforts on the ground. The provocative claim that this report makes is that the success and failure, and eventual institutionalisation, of reforms depend fundamentally on how the frontline of the system understands, interprets, and adapts to reform efforts. This, we shall argue, holds the key to upending the status quo of “pilot” burial grounds that characterise many education reform efforts in India. Reforms are never implemented in a vacuum. They inevitably intersect with the belief systems, cultures, values, and norms that shape the education ecosystem. The dynamics of this interaction, the frictions it creates, and reformers’ ability to negotiate these frictions are what ultimately shape outcomes. In the ultimate analysis, we argue that reforming deeply entrenched education systems (and, more broadly, public service delivery systems) is not merely a matter of political will and technical solutions (although both are critical). It is about identifying the points of reform friction in the ecosystem and experimenting with different ways of negotiating these. The narrative presented here does not have any clear answers for what needs to be done right. Instead, it seeks to make visible the intricacies and potential levers of change that tend to be ignored in the rush to “evaluate” reforms and declare success and failure. Moving beyond success to understand the dynamics of change and resistance is the primary contribution of this study.