Title :
Facing the challenges of service automation: an enabler for e-commerce and productivity gain in traditional services
Author :
Linton, Jonathan D.
Author_Institution :
Lally Sch. of Manage. & Technol., Rensselaer Polytech. Inst., Troy, NY, USA
Abstract :
Business plan, psychological factors, and operational issues are three major reasons that Internet-based businesses fail. The paper considers why operational concerns occur and illustrates how they can be avoided, by demonstrating the application of techniques that were pioneered in manufacturing automation and service management. The use of process mapping and failure mode effect analysis (FMEA) can assist the development of e-commerce business processes in a manner similar to the way these tools have proven valuable in manufacturing. The use and value of process mapping and FMEA are demonstrated through the development of an online auction process.
Keywords :
Internet; electronic commerce; failure analysis; management; manufacture; productivity; transaction processing; FMEA; Internet-based business failure; e-commerce business process; failure mode effect analysis; online auction process; process mapping; service automation; service management; Automotive engineering; Costs; Manufacturing automation; Production facilities; Productivity; Psychology; Robotic assembly; Robotics and automation; Web and internet services; Windows;
Journal_Title :
Engineering Management, IEEE Transactions on
DOI :
10.1109/TEM.2003.820132
