Software Systems

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A New Approach to Automating Services

Early adopters of software robots exemplify how companies generate tangible benefits via service innovations in three ways: (1) by developing an approach to service automation supported by top management, (2) by initiating effective processes that deliver value to customers and employees, and (3) by building enterprise-wide skills and capabilities. Managers interested in capturing the benefits of service automation need to pursue all three avenues.

Image courtesy of Flickr user mag3737.

Using Facebook Helps Customers Solve Problems

MetroTwit is a tool that helps Twitter users track their Twitter feeds, see several columns at a time and easily tweet, reply or retweet. MetroTwit’s managers use Facebook to talk to customers and let them help each other with questions.


What Managers Really Think About Social Business

Given that technology-based social networking has been transforming social norms for the past decade, will social networking and social software have a similarly transformative effect on business? Are they already doing so? How are enterprises benefiting? MIT Sloan Management Review and Deloitte asked thousands of managers about how their companies are using social media tools — and how important those tools are becoming to their organizations. Here’s what they said.



Adoption of Software Engineering Process Innovations: The Case of Object Orientation

How can the chief information officer of a large business application development organization choose which, if any, of new software process technologies to adopt? CIOs and other managers seeking advice on new software process technologies should learn from the lessons of technological change in other domains — while recognizing the relatively unique features of software process technologies.

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