A Practical Guide to Benefit Realisation.

This chapter is a practical guide to help an organisation ensure that it achieves a realistic benefit from introducing new service chain management technologies into its operations. The focus is on Field Force Automation (FFA) and mobile service workers. The viewpoints expressed are based on the work and experience of Paul Cleaver who served in a number of senior management positions at BT over the last 14 years. The examples are mainly drawn from BT's major transformation of the engineering workforce between the years 1993 to 2002 that Paul headed but also from his experience in subsequent roles including his latest highly successful endeavour in delivering ICT solutions for BT's corporate customers. [ABSTRACT FROM AUTHOR]