Transforming Field and Service Operations Methodologies for Successful Technology-Driven Business Transformation

Gilbert Owusu heads the resource management technologies research at BT and is Visiting Professor at the University of Essex. The technologies developed by Gilbert and his team have underpinned major transformation programmes and led to improved customer experience, cost savings and increased resource productivity in BT.  His current research focuses on developing technologies that provide a coherent approach to optimising (i) resource utilisation; and (ii) an organisation's service production lines with external partners.Paul O'Brien leads the Business and Operational Transformation Practice in BT, an award winning practice delivering innovative solutions for transforming BTs business and its operations. He has over 20 years of experience in applying new technologies to the telecommunications industry. His interests include artificial intelligence, advanced data analytics, production management and operational modelling.John McCall is Professor of Computing Science at Robert Gordon University, where he leads Digital Technologies research in the IDEAS Research Institute. He specializes in industrially-focussed research projects to add intelligent components to existing commercial software or to new software tools for optimization and decision support. Industrial collaborators have included large corporations in telecommunications and oil and gas as well as small to medium sized enterprises. His research in computational intelligence has been published in over 90 books, journals and conference papers.Neil F. Doherty holds the Professorial Chair in Information Management in the School of Business and Economics, at Loughborough University. In addition to benefits measurement and management, his research interests include: IT-enabled business transformation; information security management; and the impact and uptake of electronic commerce. Neil is currently serving as a Senior Editor for the Information Systems Journal, and as an Associate Editor for Information Technology and People.