Jayachandra Bairi, B. Murali Manohar and Goutam Kumar Kundu
The purpose of this paper is to develop and implement an efficient capacity and availability management tracker for information technology (IT) service delivery management that…
Abstract
Purpose
The purpose of this paper is to develop and implement an efficient capacity and availability management tracker for information technology (IT) service delivery management that can be applied by analyzing base‐lined data, using quantitative project management and knowledge discovery techniques, for taking decisions on a monthly basis in resource allocation, optimum resource utilization and efficient service level management.
Design/methodology/approach
A ticket forecasting model has been developed. Also data were collected from fixed price running IT service delivery programs with about 200 or more full‐time employees working in each program, limited to four large service lines. Using Monte Carlo simulation, the data were base lined and applied to a capacity and availability management tracker. The results were then analyzed and conclusions drawn.
Findings
The findings suggest that the service provider was able to share the resources across the organization as needed based on demand, and overall the bench strength of the organization was drastically reduced. Also they were able to achieve better service level management. This has contributed to profit margin improvement in the organization.
Research limitations/implications
The relatively small sample size (three programs and four service lines in one IT service organization) has impact on research implications.
Practical implications
The results have implications for practice in promoting IT tools and technique for capacity and availability management in an IT service provider. It is suggested that senior management may need to concentrate on adapting a positive approach promoting the usage of new IT tools and techniques in order to achieve IT service improvement, better performance and margin improvement.
Originality/value
This study has addressed the consequences of initiating an organization‐wide knowledge‐based process performance model for a popular strategic IT initiative. The study has answered the questions on better resource utilization and efficient service level management.
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Jayachandra Bairi, B. Murali Manohar and Goutam Kumar Kundu
The purpose of this paper is to provide an understanding of the major critical success factors involved in knowledge acquisition from an aging oil and gas workforce by outsourced…
Abstract
Purpose
The purpose of this paper is to provide an understanding of the major critical success factors involved in knowledge acquisition from an aging oil and gas workforce by outsourced service providers and find the outcome. In addition, the authors are also interested in finding out the outcome for the client and the service provider by following these critical success factors.
Design/methodology/approach
The authors shortlisted two outsourced firms for studying, primarily because they deliver lots of service support work to oil and gas firms. For the exploratory nature of this case study, a structured, open‐ended interview was conducted. Through face‐to‐face interviews with 12 senior managers, primary data were collected. Upon content analysis of data collected, the framework was evaluated.
Findings
The results of this study indicate that both client and service providers can benefit by following major critical success factors for knowledge acquisition. From the open‐ended interview with the two companies, it can be concluded that the service providers are able to grow their technical and domain capability through knowledge acquisition from ageing workforce and reduce the cost to client.
Research limitations/implications
The study has been restricted to two service providers, with majority of operations carried out of India, focusing only on US/UK‐based oil & gas firms. Implication on theory is, by following these critical success factors, it is likely to be easier to acquire the knowledge from an aging oil and gas workforce.
Practical implications
The service provider firms can build their knowledge capability, reducing the cost to both client and service provider. Further study with more service providers at the global level may help in pooling larger data. The primary contribution of the paper is in introducing the critical success factors with various associated activities that drive knowledge acquisition from an aging workforce.
Originality/value
The primary contribution of the paper is in introducing the critical success factors with various associated activities that drive knowledge acquisition from an aged workforce in the oil and gas industries. Second contribution is in highlighting the role of these critical success factors in gaining various benefits to client as well as to service providers.
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Jyoti Prakas Majumdar and B. Murali Manohar
Total productive maintenance (TPM) is a very powerful program of equipment maintenance in manufacturing industries and is a direct part of total quality management (TQM). In the…
Abstract
Purpose
Total productive maintenance (TPM) is a very powerful program of equipment maintenance in manufacturing industries and is a direct part of total quality management (TQM). In the manufacturing industry, TPM is a very effective tool for improving product quality as well as productivity. A good number of manufacturing industries have so far adopted a TPM program in countries like Japan, as a part of their quality drive. However, in many manufacturing industries in India it has not been successfully implemented. For successful and effective implementation of TPM in manufacturing industries in India, understanding and awareness of the various possible causes behind its failure is essential. This paper aims to address this issue.
Design/methodology/approach
In this general review paper, after reviewing literature the authors consolidate, highlight and classify the probable reasons responsible for the failures of TPM in many Indian manufacturing industries.
Findings
In this paper, the various causes of failure of TPM in a number of manufacturing industries have been classified into three major categories of problems or issues at three different stages: organizational issues during the foundation stage; TPM implementation issues during the formation stage; and operational issues during the TPM running stage.
Practical implications
The recommended guidelines may definitely contribute to the Indian industry and also industries in other developing countries in Asia, Latin America and Africa. Consequently, the work has economic and commercial impacts. Economic, because it would allow to improve the productivity of the companies, and commercial, because it would facilitate the interchange and the positioning of products. In addition, it can have a high impact on the industrial relations of the workers and unions.
Originality/value
If management is aware of such probable problems, and becomes careful about them, the TPM programme can also be widely and effectively adopted in many Indian manufacturing industries, and they can achieve improvement in business competitiveness through improved product quality and increased productivity.
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Goutam Kumar Kundu, B. Murali Manohar and Jayachandra Bairi
The purpose of this paper is to capture and analyze the perception gaps with respect to the current usage and importances of the lean practices from the IT support service…
Abstract
Purpose
The purpose of this paper is to capture and analyze the perception gaps with respect to the current usage and importances of the lean practices from the IT support service practitioners’ perspective.
Design/methodology/approach
A questionnaire was developed to capture the perceptions of the IT support service practitioners. The survey data were quantitatively analyzed by using statistical techniques which included testing of the hypotheses.
Findings
The analysis of the perception gaps revealed that even though all the gaps are statistically significant but gaps between different practices are not same. The gap analysis would be useful for IT support service organization in prioritizing the lean practices for implementation.
Originality/value
Lean practice applicability and implementation in IT support services is a relatively new domain, where mature empirically based studies are scarce. This study provides a sound basis for further research on lean implementation in IT support service area.
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Goutam Kumar Kundu and Murali Manohar
The purpose of this study is to capture the perception of the IT support service practitioners regarding the applicability of the lean practices and prioritize them after…
Abstract
Purpose
The purpose of this study is to capture the perception of the IT support service practitioners regarding the applicability of the lean practices and prioritize them after analyzing the gaps with respect to current usage and importance from practitioners’ perspective.
Design/methodology/approach
It involved development of an instrument to capture the perceptions of the IT support service practitioners. The data collected was quantitatively analyzed by using statistical techniques and it involved testing of the hypotheses.
Findings
The study conducted a gap analysis on the perceived current usage of the lean practices versus the perceived ideal usages of the lean practices from practitioners’ perspective. The gap analysis report revealed that gaps of all practices are not same from the practitioners’ viewpoint. This gap analysis was useful for prioritizing of the practices and resource allocation.
Originality/value
This study was conducted in a relatively new domain, where mature empirically based studies are scarce. This study set out to determine the practitioners’ perception of the applicability of lean practices in IT support service organizations. It provides a sound basis for further research on lean implementation in IT support service area.
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Jyoti Prakas Majumdar and B. Murali Manohar
Quality Circle is a very effective program and low‐cost tool for implementing total quality management (TQM) in industry. A good number of manufacturing industries have so far…
Abstract
Purpose
Quality Circle is a very effective program and low‐cost tool for implementing total quality management (TQM) in industry. A good number of manufacturing industries have so far adopted the Quality Circle program successfully, however the Quality Circle concept has failed in many other cases. To make successful use of the Quality Circle tool in manufacturing industries, knowledge and awareness of the probable reasons behind the failures of the Quality Circle is essential.
Design/methodology/approach
In this general review paper, after thoroughly reviewing literatures, the authors consolidate and highlight the probable reasons behind the failures of the Quality Circle, especially in manufacturing industries.
Findings
This study reveals that organizational Issues at the background stage; circle‐formation Issues at the implementation stage; and operational Issues at the operating/running stage of Quality Circle implementation, are the three main key areas of the problems which generally limit the success of the Quality Circle.
Originality/value
If the management is aware of and takes care of such anticipated problems, it is more likely that the Quality Circle programme will definitely be a success, leading to the effective implementation of TQM in the organization.
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Jayachandra Bairi, B. Murali Manohar and Kumar Kundu
The purpose of this paper is to develop and evaluate a good knowledge management (KM) framework for IT services companies to provide an integrated approach to IT services for…
Abstract
Purpose
The purpose of this paper is to develop and evaluate a good knowledge management (KM) framework for IT services companies to provide an integrated approach to IT services for efficient knowledge management.
Design/methodology/approach
The framework is evaluated at three Indian IT organizations providing global IT services with successful KM programs dedicated to services. Expert interviews were conducted with senior management involved in the KM programs. Information collected was used for studying the KM framework implemented by each organization for services and then content analyzed and evaluated.
Findings
The paper provides evidence of various strategic, technological critical factors influencing the success of KM programs in IT services companies. Organizations with successful KM programs typically adapt attrition control measures, rewards and recognitions. Application of key enabler tools of KM help in robust knowledge management, reducing cost to client, helping companies to excel better.
Research limitations/implications
Interviews are limited to three large companies in the Bangalore region. Future in‐depth studies across regions, with a mix of medium/large organizations would benefit from a larger and more diverse sample.
Practical implications
It is suggested that IT services organizations develop specific capabilities to create knowledge management system (KMS) for productivity benefits and increased profitability. To provide clear benchmarks for developing these capabilities, mainly from the outsourcing point of view, a KM framework for IT services is provided.
Originality/value
Integrated KMS is discussed from a unique perspective of IT services by integrating knowledge management and IT services. The paper also reviews customers' expectations from IT service providers. The paper conducts preliminary evaluation of the KM framework for IT services and provides a broader view for future research opportunities.