Information Technology Customer Service: ―Best Practices‖ Processes For Operations

2011 ◽  
Vol 24 (3) ◽  
Author(s):  
M. Keith Wright ◽  
Charles J. Capps III
Keyword(s):  
Information Technology ◽  
Customer Service ◽  
Best Practice ◽  
Cost Effective ◽  
Lessons Learned ◽  
Information Economy ◽  
Customer Support ◽  
Formal Program ◽  
It Managers ◽  
Service Managers

In today’s information economy, information technology customer service managers require increasingly technologically advanced, but cost effective operations. These managers have a Byzantine array of standards, methodologies and best practice frameworks that offer hundreds of pages of detailed, but often confusing, guidance. This article attempts to offer a simpler guide for IT managers beginning a formal program to increase the effectiveness and efficiency of the day- to-day operation of their customer support services. The paper’s goal is to summarize and clarify important key concepts from the literature, and also present lessons learned from consulting experiences with several large organizations. Finally, the paper offers ideas for future empirical confirmation of the recommendations summarized here.

Chemical Deliquification of Unconventional Gas Wells

2014 ◽  
Author(s):  
K.. Francis-LaCroix ◽  
D.. Seetaram
Keyword(s):  
Natural Gas ◽  
Best Practice ◽  
Oil And Gas ◽  
Large Deviation ◽  
Cost Effective ◽  
Gas Production ◽  
Lessons Learned ◽  
Offshore Platforms ◽  
Gas Wells ◽  
Current Production

Abstract Trinidad and Tobago offshore platforms have been producing oil and natural gas for over a century. Current production of over 1500 Bcf of natural gas per year (Administration, 2013) is due to extensive reserves in oil and gas. More than eighteen of these wells are high-producing wells, producing in excess of 150 MMcf per day. Due to their large production rates, these wells utilize unconventionally large tubulars 5- and 7-in. Furthermore, as is inherent with producing gas, there are many challenges with the production. One major challenge occurs when wells become liquid loaded. As gas wells age, they produce more liquids, namely brine and condensate. Depending on flow conditions, the produced liquids can accumulate and induce a hydrostatic head pressure that is too high to be overcome by the flowing gas rates. Applying surfactants that generate foam can facilitate the unloading of these wells and restore gas production. Although the foaming process is very cost effective, its application to high-producing gas wells in Trinidad has always been problematic for the following reasons: Some of these producers are horizontal wells, or wells with large deviation angles.They were completed without pre-installed capillary strings.They are completed with large tubing diameters (5.75 in., 7 in.). Recognizing that the above three factors posed challenges to successful foam applications, major emphasis and research was directed toward this endeavor to realize the buried revenue, i.e., the recovery of the well's potential to produce natural gas. This research can also lead to the application of learnings from the first success to develop treatment for additional wells, which translates to a revenue boost to the client and the Trinidad economy. Successful treatments can also be used as correlations to establish an industry best practice for the treatment of similarly completed wells. This paper will highlight the successes realized from the treatment of three wells. It will also highlight the anomalies encountered during the treatment process, as well as the lessons learned from this treatment.

Results of a pilot study to examine the effective integration of apprentices into the industrial construction sector

2003 ◽  
Vol 30 (2) ◽  
pp. 391-405 ◽  
Author(s):  
Aminah Robinson Fayek ◽  
Ahmed Shaheen ◽  
Ayo Oduba
Keyword(s):  
Pilot Study ◽  
Best Practice ◽  
Labour Force ◽  
Cost Effective ◽  
Lessons Learned ◽  
Construction Sector ◽  
Skilled Workers ◽  
Industrial Construction ◽  
Effective Manner ◽  
The Impact

The industrial construction sector in Alberta has recently undergone a period of rapid growth, resulting in a shortage of skilled workers in almost all of the major industrial sector trades. To meet these shortages, a need has arisen to increase the utilization of apprentices on industrial construction projects. In an effort to address this issue, the Construction Owners Association of Alberta has established a goal of developing an industry Best Practice on how to improve the on-the-job portion of apprenticeship training and identify means by which the industry can more effectively use apprentices. The challenge is to increase their usage in a cost-effective manner that also provides apprentices with adequate training opportunities. Before this can be done, the impacts and benefits to the various parties involved in industrial construction must be quantified and assessed. This paper describes the findings of a pilot study that was conducted on a major industrial project to help in quantifying the impact of the use of apprentices in the industrial construction sector and to identify methods of effectively increasing their use while simultaneously enhancing their on-the-job learning experience. The main conclusion of this paper is that apprentices can be effectively incorporated in industrial construction, and they can be both productive and cost-effective, provided they are given adequate instruction and supervision. The lessons learned from the study are discussed to provide insight into conducting future studies. Recommendations for an industry Best Practice on the effective utilization of apprentices are presented.Key words: apprentice, electrician, industrial construction, journeyman, labour force, pipefitter, productivity, training, work sampling.

Business: The Electronic Health Record: Front Line Experience

2011 ◽  
Vol 21 (1) ◽  
pp. 18-22
Author(s):  
Rosemary Griffin
Keyword(s):  
Health Care ◽  
Information Technology ◽  
Electronic Health Record ◽  
Financial Incentives ◽  
Best Practice ◽  
Health Care Systems ◽  
The United States ◽  
Health Record ◽  
Health Trends ◽  
Electronic Health

National legislation is in place to facilitate reform of the United States health care industry. The Health Care Information Technology and Clinical Health Act (HITECH) offers financial incentives to hospitals, physicians, and individual providers to establish an electronic health record that ultimately will link with the health information technology of other health care systems and providers. The information collected will facilitate patient safety, promote best practice, and track health trends such as smoking and childhood obesity.

Information Technology Development Risks in the Banking Sector

2020 ◽  
Vol 14 (3) ◽  
pp. 44-53
Author(s):  
N. E. Sokolinskaya ◽  
L. M. Kupriyanova
Keyword(s):  
Information Technology ◽  
Customer Service ◽  
Banking Sector ◽  
Technology Development ◽  
Banking System ◽  
Security Risk ◽  
On Line ◽  
Information Technology Development ◽  
Development Risks ◽  
Security Risk Management

The relevance of the article is because in parallel with the processes of introduction of innovations in the field of automation and computerization of the banking system, the number of types of banking risks associated with innovations in the field of on-line customer service and internal Bank reporting, as well as information systems. As a result of this article, we have studied the latest legislative acts of the Central Bank of Russia as a mega-regulator and summarized the practice of both individual credit institutions and the banking sector in the field of information technology development risks in the banking sector. To strengthen the development of new financial technologies in the digital economy, it is necessary to regularly discuss the emergence of new phenomena and innovations; to consider the possibility of further analysis of existing methodological developments to exchange best practices of banks. Building an effective it security risk management system is not a one-time project. Still, a complex process is important, focused on minimizing external and internal threats and taking into account the limitations on resources and time factor

KAJIAN LITERATUR MODEL KONSEPTUAL KEBERHASILAN E-GOVERNMENT

2018 ◽  
Vol 2 (1) ◽  
Author(s):  
Bernadus Gunawan Sudarsono ◽  
Sri Poedji Lestari
Keyword(s):  
Information Technology ◽  
Best Practice ◽  
Public Services ◽  
Developed Countries ◽  
Internet Technology ◽  
Electronic Government ◽  
Digital Government ◽  
Management Ethics ◽  
The Government

The use of internet technology in the government environment is known as electronic government or e-government. In simple terms, e-government or digital government is an activity carried out by the government by using information technology support in providing services to the community. In line with the spirit of bureaucratic reform in Indonesia, e-government has a role in improving the quality of public services and helping the process of delivering information more effectively to the public. Over time, the application of e-Government has turned out to have mixed results. In developed countries, the application of e-Government systems in the scope of government has produced various benefits ranging from the efficiency of administrative processes and various innovations in the field of public services. But on the contrary in the case of developing countries including Indonesia, the results are more alarming where many government institutions face obstacles and even fail to achieve significant improvements in the quality of public services despite having adequate information and communication technology. The paradigm of bureaucrats who wrongly considers that the success of e-Government is mainly determined by technology. Even though there are many factors outside of technology that are more dominant as causes of failure such as organizational management, ethics and work culture. This study aims to develop a model of success in the application of e-Government from several best practice models in the field of information technology that have been widely used so far using literature studies as research methods. The results of the study show that the conceptual model of the success of the implementation of e-Government developed consists of 17 determinants of success..Keywords: Model, Factor, Success, System, e-Government

scholarly journals Food Security, Environmental Health, and the Economy in Mexico: Lessons Learned with the COVID-19

2021 ◽  
Vol 13 (13) ◽  
pp. 7470
Author(s):  
Rebeca Monroy-Torres ◽  
Ángela Castillo-Chávez ◽  
Erika Carcaño-Valencia ◽  
Marco Hernández-Luna ◽  
Alex Caldera-Ortega ◽  
...  
Keyword(s):  
Food Security ◽  
Food Insecurity ◽  
Environmental Health ◽  
Public Policies ◽  
Cost Effective ◽  
Lessons Learned ◽  
Civil Society Organizations ◽  
Human Right ◽  
Healthy Environment ◽  
Mesh Terms

The COVID-19 pandemic showed an impact mainly on the health of people and the economy of households. The levels of food security in the world’s households, especially in Mexico, have decreased. When people do not have food security, their health is compromised and they have financial problems; on the other hand, environmental deterioration has a link with food security. The purpose of this review is to analysis of the current situation in Mexico of food security, environmental health and economy, the main lessons learned in these areas and their proposals integrating public policies. A review was carried out in the main databases (MEDLINE, Embase, CINAHL Plus, Web of Science, CAB Abstracts y PAIS Index) with the following keywords and according to the MeSH terms: Food security, food insecurity, environmental health, public policies, environmental, production, integrating the word COVID-19 in English and Spanish. Only 44.5% of Mexican households presented food security. For food insecurity, 22.6% had moderate and severe food insecurity, while 32.9% had mild insecurity. Food insecurity and the health impacts of environmental origin (waste management during the coronavirus pandemic, water contaminated by bacteria, viruses, and toxins; air pollution) generates impacts on economic activity by not offering food that meets health regulations. Without the application of cost-effective measures and interventions for the prevention and control of patients with obesity, the direct costs for 2023 will amount to 9 million dollars, which worsens the household economy. Despite having laws and policies on the right to food, a healthy environment (water), and opportunities for economic growth, these human rights are not fulfilled. The conclusion is that it is necessary to use a health and agroecological model to promote public policies (health, environment, and economy) that aims to prevent the discussed issues, with multidisciplinary and intersectoral interventions (government, academia, researchers, civil society organizations, industry, and population). This upholds the human right that all people should enjoy an adequate, healthy environment and have access to high-quality food.

Mitigating Burnout Through Organizational Justice: Customer Support Workers’ Experiences of Customer Injustice and Emotional Labor

2021 ◽  
pp. 089331892110120
Author(s):  
Heewon Kim ◽  
Rebecca B. Leach
Keyword(s):  
Procedural Justice ◽  
Customer Service ◽  
Emotional Labor ◽  
Call Center ◽  
Service Industries ◽  
Interpersonal Justice ◽  
Negatively Associated ◽  
Customer Support ◽  
Decision Making Processes

Employee burnout is a critical organizational concern that can be prevalent among customer support workers whose day-to-day tasks inherently include emotional labor. This study examines emotional labor and burnout among call center workers in customer service industries, specifically focusing on the influences of injustices from customers and supervisors. The findings demonstrate that: (a) customer injustice was associated with an increase in emotional labor, which in turn exacerbated customer support workers’ disengagement and exhaustion; (b) interpersonal justice perceived in the interactions with supervisors was negatively associated with disengagement; and (c) procedural justice perceived in supervisors’ decision-making processes was also negatively associated with disengagement. The findings indicate the mitigating role of interpersonal and procedural justice in reducing burnout among customer support workers.

Repositioning the customer support services: the next frontier of competitive advantage

2020 ◽  
Vol 54 (7) ◽  
pp. 1787-1804 ◽  
Author(s):  
Jagdish Sheth ◽  
Varsha Jain ◽  
Anupama Ambika
Keyword(s):  
Competitive Advantage ◽  
Customer Service ◽  
Support Services ◽  
Conceptual Approach ◽  
Content Type ◽  
Profit Center ◽  
Support Unit ◽  
Customer Support ◽  
Cost Center ◽  
New Framework

Purpose This paper aims to analyze the present status of customer support services (CSS) and advocate the re-positioning of support services from an administrative cost center to a strategic profit center. Authors demonstrate how customer support or after sales services can be a source of competitive advantage and revenue generation for firms. Design/methodology/approach The study adopts a conceptual approach grounded in theoretical foundations of service dominant logic, customer loyalty and customer centricity along with practical illustrations from the industry. Findings Following the tenets of theory, review of existing research and analysis of the industry practices, the authors propose a new framework to enable the repositioning of customer service function. The key propositions include establishing customer support as separate business unit and insights center, introducing a new role of a C-level chief customer support officer to lead the customer support unit, adopting a customer-centric culture and process, enabling frontline IT support and investing in frontline employee skills development. Research limitations/implications Academics should examine the potential of customer support, where the strategic importance is low at present, leading to customer dissatisfaction. The new approach and positioning of customer support calls for a new direction for research in this area focusing on enablers, challenges and further implications. To succeed in this competitive era, firms should be conscious of the value of customer service and undertake concrete actions to generate value for all stakeholders. Practical implications Industry can use the new framework and re-position CSS of the organizations. The CSS unit can be different from other business units in the organizations. The CSS would evolve and emerge from the live customer insights. CSS unit can be managed by the C level chief CSS officer. Customer-centric culture would be developed and front line processes can be made customer-oriented by the officer. Thus, this paper and framework would provide new customer-centric directions to the organizations for effective functioning. Originality/value This is the original piece that has emerged from the experience and expertise of the authors.

Study protocol for the Multimodal Approach to Preventing Suicide in Schools (MAPSS) project: A regionally-based trial of an integrated response to suicide risk among secondary school students.

2021 ◽  
Author(s):  
Sadhbh Josephine Byrne ◽  
Eleanor Bailey ◽  
Michelle Lamblin ◽  
Jane Pirkis ◽  
Cathrine Mihalopoulos ◽  
...  
Keyword(s):  
Suicide Prevention ◽  
Prevention Program ◽  
Help Seeking ◽  
Suicide Risk ◽  
Best Practice ◽  
Controlled Trial ◽  
Case Series ◽  
Cost Effective ◽  
Behavioural Therapy ◽  
School Students

Abstract Background Suicide is the leading cause of death among young Australians, accounting for one-third of all deaths in those under 25. Schools are a logical setting for youth suicide prevention activities, with universal, selective and indicated approaches all demonstrating efficacy. Given that international best practice recommends suicide prevention programs combine these approaches, and that to date this has not been done in school settings, this study aims to evaluate a suicide prevention program incorporating universal, selective and indicated components in schools.Methods This study is a trial of a multimodal suicide prevention program for young people. The program involves delivering universal psychoeducation (safeTALK) to all students, screening them for suicide risk, and delivering internet-based Cognitive Behavioural Therapy (Reframe IT) to those students identified as being at high risk for suicide. The program will be trialled in secondary schools in Melbourne, Australia, and target year 10 students (15 and 16 year-olds). safeTALK and screening will be evaluated using a single group pre-test/post-test case series, and Reframe IT will be evaluated in a Randomised Controlled Trial. The primary outcome is change in suicidal ideation; other outcomes include help-seeking behaviour and intentions, and suicide knowledge and stigma. The program’s cost-effectiveness will also be evaluated.Discussion This study is the first to evaluate a suicide prevention program comprising universal, selective and indicated components in Australian schools. If the program is found to be efficacious and cost-effective, it could be more widely disseminated in schools and may ultimately lead to reduced rates of suicide and suicidal behaviour in school students across the region.

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