Category Archives: The Role of Technology in Operations

EMC Uses Technology to Enhance Its Customer Service

EMC Uses Technology to Enhance Its Customer Service The best kind of problem is no problem, or one that i anticipated and fixed before it even occurs. And no one is better at doing this than E.M.C Corporation. a manufacturer of data storage systems. Using state-of-the-art technology. a wide variety of sensors are installed in its storage systems. These sensors measure almost everything, from the operating enviro

Customer Training

Customer Training Customers also frequently are required to undergo some degree of training when a new technology interacts directly with them. Depending on the type of technology and the level of sophistication required to use it, customer training can vary from a simple pamphlet describing how to use the new technology to attending classes that carefully  document the proper use of the technology. Technology

Worker Training

Worker Training Workers often are required to develop additional skills when a new technology is introduced into the operation. These new skills can be developed through training classes that not only describe the use of the technology but also simulate its use. This allows workers to become familiar with the new equipment and to “debug the process” prior to actually using it online in the presence

Training and Support

Training and Support Significant amounts of up-front training must be built into the overall new technology process. This training is often required of both workers and customers. Failure to provide proper training will lead to inefficient operations and frustration. In addition, both workers and customers must have the necessary’technical support when questions arise and/or equipment malfunctions occur.

Overcoming Barriers to Entry

Overcoming Barriers to Entry As new technologies become available, there are often barriers that prevent customers from using them, and managers need to be aware of this. Such barriers can significantly hinder the growth of the organization. One barrier is the “fear of the unknown” that is often associated with new technologies, a good example being the first time one purchases goods and services ove

Technology-Related Issues

Technology-Related Issues The integration of new technologies into an organization requires a significant amount of training and support in order for both workers and customers to reap the full benefits. The lack of proper training and support, in many instances, will not only fail to yield the expected improvements in performance and/or productivity, but could also prove disastrous financially as frustrated wo

Application Service Providers (ASPs)

Application Service Providers (ASPs) Application service providers (ASPs) are firms that provide remote services to customers. For example, an ASP accounting firm will have on its own server the most current accounting software package that reflects the latest changes in the tax laws. A customer then logs into the accounting firm’s website and uses that accounting package to prepare its financial statement

Information Providers

Information Providers We are clearly in the information age, and it should therefore not come as a surprise that there are screen -service businesses. often referred to as infomediaries, that primarily focus on providing information. Some firms focus exclusively on providing information. while others provide information . part of the value added to their core business. These firms often prov idea information on

Network Providers

Network Providers Network providers are e-services that provide a connected network for buyers and sellers to exchange goods and services. Electronic marketplaces are one form of network provider. These marketplaces, which are usually B2B, will typically focus on a particular commodity such as chemicals, plastic, or steel. By using these marketplaces, buyers can place their order requirements on one website and r

Customer Support

Customer Support This type of e-service provides customer support services in a wide variety of forms. At Fed Ex. for example, customers are able to track the location of their packages through the Internet. Customer support also can take the form of chat rooms, which provide a forum for customers. or a web page that addresses frequently asked questions (FAQs). Many firms combine their -e-service customer suppo