Corporations embarking on reengineering projects often underestimate the costs and risks involved. This arises because management is unaware of the critical preparatory activities that need to be undertaken before the formal kick-off of the reengineering project. A framework for preparation is...

Manpower planning is a key aspect of the human resource management function in organizations. Specifically, manpower planning examines the gap between staff availabilities (internal and external to the organization) and staffing requirements (to perform tasks in the organization) over time, and...

Decision support systems (DSS) have been an active area of research and application for more than 20 years. The role and benefits of DSS are widely recognized today around the world. Drawing from diverse, reported (success and failure) stories of DSS deployment, we develop an agenda for driving...

The Total Service Concept (TSC) framework, which forms part of a long‐term R&D strategy in the Information Technology Institute in Singapore, is aimed towards sustained product development for service operations management applications. The TSC project is centred around the design of...