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Research Projects |
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Research Projects
Student Course Projects |
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Research Projects |
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IT-Enabled Service Innovation |
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With the emergence of service economies worldwide and the increasing
"servitization" of production firms, the need for research on service innovation
(the process through which services are designed, produced or enhanced) grows.
Yet, with the existing discourse on service innovation dominated by the
discipline of marketing, there is a paucity of research on the role of
Information Technology (IT) in service innovation even as IT underpins the most
significant innovations in service organizations today. Using case studies of
successful Singapore Government Agencies (with success in service innovation),
we aim to examine the facilitating role of IT in the various phases of the
process of service transformation and innovation. In doing so, it is hoped that
the outcome of this project can complement the existing marketing perspective on
service innovation, contributing to a more complete view, and provide
indications to practitioners on the use of IT to enhance the way new and
existing services are developed or enhanced.
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Service Evaluation and Maturity |
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In the 21st century, services account for an increasing proportion of the world
economy and are becoming the dominant engine for growth of businesses,
governments, and society. As companies compete on an expanded global playing
field, their success will stem from the ability to produce innovative and highly
valued services. The challenges for companies will be in raising their service
level capabilities, becoming more systematic in achieving service innovation,
and extending their global reach in order to export service excellence.
Therefore, it is critical for organizations to assess their service performance
and know their strengths and weaknesses in either worldwide or local
competition. With the above motivation, this study aims to develop models of
service adoption and performance. The performance assessment consists of a
collection of dimensions that describe the development of services in an
organization. This provides a way to measure how well organizations can improve
their service processes, how well they can innovate and scale services up, and
thus aim to enhance revenue and profit margins. |
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Service Value Network |
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Organizations today are increasingly moving from traditional
supply chains to value networks. Organizational performance is often determined
by these value networks, at the same time managing these networks of
relationships is far more complicated than managing a hierarchical supply chain.
Coordinating activities among the member firms is an important aspect of
managing value networks. Coordination in the value network calls for access to
timely and relevant information. In other words, it is important to achieve
information visibility or transparency in the value network. Our research
focuses on identifying ways of achieving value network transparency, more
specifically on how to effectively use IS to achieve transparency in the value
network and the consequences of value network transparency
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Sourcing Business and IT Services |
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Fostered by the spread of the Internet and the globalization, organizations now
regularly source business and information technology (IT) services such as
software development/maintenance, systems upgrade, and customer relationship
management from service providers located in countries such as India,
Philippines, China, and Eastern Europe. Global sourcing of service requires a
tremendous amount of management of business, political, legal, workforce,
cultural, logistical, and infrastructure risks. Our research will study the role
of contract design in managing outsourcing relationships, the assessment of
outsourcing risks, and the intellectual asset protection and sharing in
outsourcing. Further topics include the data privacy and information security
issues, the organizations’ risk mitigating strategies, and IT policy and legal
compliance competence of service providers in global sourcing. |
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Green IT/IS Services |
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With the ubiquity of IT in organizations and society, the attention has moved
beyond its business performance to the role of IT in the sustainable development
of businesses. As IT consumption increases, various stakeholders including
Governments, NGOs, industry and business leaders, and consumers have been
supporting the movement for green IT. For companies, innovating in and adopting
green IT practices can enhance their competitive advantage and serve as a
channel to exercise social responsibility by contributing to a sustainable
environment. However, it is unclear how businesses can balance their IT and
energy needs vis a vis environmental concerns i.e., mitigate the costs of
adopting green IT. Despite the interest in the industry, green IT has received
lesser attention in academia. The adoption and impact of green IT practices is
likely to depend on a variety of technical, managerial, regulatory, social, and
behavioral factors. However, frameworks for development of corporate
capabilities in green IT is lacking. Through this research, we aim to develop
theoretically derived and empirically tested models on green IT management |
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Student Course Projects |
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Building A Service Culture
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Challenges in Capacity Planning: An Insight from the Analysis of Routing
Strategies in Virtual Call Centers
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Conceptualizing Service Network Economic Structures and Capitalizing Them for
Value-Addedness
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Forecasting Models and Their Methodologies, Decision Models in Forecasting Hotel
Occupancy Rate |
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Performance Metrics: Service Quality
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Security in Internet Banking
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Service Design, Architecure and Workflow
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Service level agreement (SLA) negotiation, automation and orchestration for
Cloud computing
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A View of Stakeholders’ Influences on Trust in the Service System
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