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首页> 外文期刊>Knowledge and Process Management: The Journal of Corporate Transformation >The Impact of Workforce Management Systems on Productivity and Quality: A Case Study in the Information and Communication Technology Service Industry
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The Impact of Workforce Management Systems on Productivity and Quality: A Case Study in the Information and Communication Technology Service Industry

机译：劳动力管理系统对生产率和质量的影响：以信息和通信技术服务行业为例

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摘要

Workforce management (WFM) systems potentially enable the optimisation of the management of the workforce (WF) of a service provider (SP) in order to maximise both service quality and efficiency. Although the extent research literature provides characterizations of the various typologies of WFM systems, the effects of these systems on productivity and quality have not been investigated very extensively. This paper proposes a classification of WFMs that enables an SP to select the most suitable WFM, on the basis of both SP operating characteristics and SP efficiency objectives. The aim of this classification is to offer guidelines to SPs intending to implement a WFM system for the first time in order to improve productivity and quality. A case study of two departments of an important European telecommunications services company is then presented in order to examine the implications of our research for WF management.
机译：劳动力管理（WFM）系统有可能实现对服务提供商（SP）的劳动力（WF）的管理的优化，以最大化服务质量和效率。尽管研究文献提供了WFM系统各种类型的特征，但这些系统对生产率和质量的影响尚未得到广泛研究。本文提出了WFM的分类，使SP可以根据SP的运行特性和SP的效率目标来选择最合适的WFM。该分类的目的是为打算首次实施WFM系统的SP提供指南，以提高生产率和质量。然后介绍了一家重要的欧洲电信服务公司的两个部门的案例研究，以检验我们的研究对WF管理的意义。

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