NDLI: A web based wireless order management application. Facilitating the migration from professional center management to teleworker management

Content Provider	IEEE Xplore Digital Library
Author	Cohen, D. Larson, G. Ware, B.
Copyright Year	2001
Description	Author affiliation: Sente Corp., Dallas, TX, USA (Cohen, D.)
Abstract	The wireless industry finds itself under significant economic pressures on both margins and revenue. Competition and recent 3G network investments demand new revenues streams. The electronic customer contact management system (ECCM) application is a software platform that tackles this business challenge at three levels: 1) it delivers software functionality in the context of baselined operations processes using faster cycle times; 2) it provides center management the tools required to professionally manage center resources and to facilitate enhancements to the center's process maturity level; and 3) it provides the organization the option to selectively deploy a teleworker-based operation that reduces cost, and increases productivity while significantly improving employees' quality of life. The solution presented was driven by productivity improvements in center operations and not by technology. The ECCM application was incrementally expanded to respond to change requests associated with "user visible features" through configuration management. This improved both the robustness and effectiveness of the center operations, providing an attractive return on investment to the business.
Sponsorship	China Comput. Federation.
Starting Page	27
Ending Page	34
File Size	1065569
Page Count	8
File Format	PDF
ISBN	0769513816
DOI	10.1109/ICCNMC.2001.962570
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2001-10-16
Publisher Place	China
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Quality management Resource management Application software Investments Electronic countermeasures Software quality Software tools Productivity Industrial economics Teleworking
Content Type	Text
Resource Type	Article

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

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