Showing papers on "Technical performance measure published in 1996"
TL;DR: In this paper, the authors propose a framework to view technical activity in the context of improved business and organisational performance, by integrating three different perspectives: maximising the contribution of technical functions to business outcomes, developing a sustainable source of competitive advantage in the form of an order winning set of technical capabilities and creating the working environment through which these requirements may be energised.
15 citations
Book•
21 Oct 1996
TL;DR: Khandpur and Laub as mentioned in this paper present Delivering World-Class Technical Support, a detailed overview of a top-flight technical support operation that wins and keeps customers, based on their extensive experience at award-winning technical support organizations, showing how to maximize the effectiveness and efficiency of technical support department while winning new customers.
Abstract: From the Publisher:
When shopping for computer hardware and software, one thing that every customer looks for is quality technical support. Written by two technical support experts, Delivering World-Class Technical Support tells you everything you need to know to plan, develop, market, and manage a top-flight technical support operation that wins and keeps customers. Drawing upon their extensive experience at award-winning technical support organizations, Kay Khandpur and Lori Laub tell you everything they know about which services to offer or not to offer; how to recruit, train, and motivate technical support staff; using the Internet and Web to connect with and service your customers; work distribution, scheduling, and other organizational issues; how to budget for and staff your department; selecting the right tools for increased productivity; how to price and market your support offerings; measuring and improving department performance; using technical support to gather valuable customer information; how the efficiency of technical support impacts on your company's bottom line; and outsourcing and partnering technical support to third parties. Delivering World-Class Technical Support shows you how to maximize the effectiveness and efficiency of your technical support department while winning new customers.
5 citations
01 Apr 1996
TL;DR: In this paper, the authors examined technical and operational tender evaluations for complex computer based military systems and made detailed recommendations with respect to getting the right technical proposals, developing an evaluation model and controlling the evaluation process.
Abstract: : This report examines technical and operational tender evaluations for complex computer based military systems. Detailed recommendations are made with respect to getting the right technical proposals, developing an evaluation model and controlling the evaluation process.
3 citations
01 Jul 1996
TL;DR: In this paper, the authors focus on the system engineering process in company-funded internal R&D and illustrate technical objectivity as a tool in addressing internal and external corporate product innovation barriers, and as an essential element in achieving an IR&D product's commercial success.
Abstract: Three capabilities, or intellectual tools, are considered particularly important to Research and Development (RD namely Technical Objectivity, Technical Depth and Technical Breadth. In this brief report we deal with the first tool and leave the latter two for a future paper. The paper concentrates on the system engineering process in company-funded Internal R&D. The intent is to illustrate Technical Objectivity as a tool in addressing internal and external corporate product innovation barriers, and as an essential element in achieving an IR&D product's commercial success in the market place.
The systems engineer's task of identifying, acquiring and applying Technical Objectivity is discussed, including characteristics and applications. This task is applicable (tailorable) to several types of IR&D efforts within the fast moving infotech, biotech - medical, telecommunications, instrumentation/electronics, and engineering/technical services industries, as well as the aerospace and defense industries.
Our main observation is that Total Technical Objectivity for planning and operating IR&D projects is a capability found in a team, rather than in an individual.