Field deployment process transformation in IBM PC services

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.

Department dc:contributor.department

Massachusetts Institute of Technology. Dept. of Mechanical Engineering.

Grantor dc:publisher

Massachusetts Institute of Technology

Year dc:date.issued

2007

Author dc:creator

• Fan, Siyu

Advisor dc:contributor.advisor

• Stanley B. Gershwin.

• Mechanical Engineering.

Statement dc:rights

• M.I.T. theses are protected by copyright. They may be viewed from this source for any purpose, but reproduction or distribution in any format is prohibited without written permission. See provided URL for inquiries about permission.

Licence dc:rights.uri

• http://dspace.mit.edu/handle/1721.1/7582

Language dc:language.iso

eng

Handle dc:identifier.uri

http://hdl.handle.net/1721.1/42318

OAI identifier oai:identifier

oai:dspace.mit.edu:1721.1/42318