Reengineering the End User Support

Lauri Forsman
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Lauri Forsman: Nokia Telecommunications Oy, Upseerinkatu 3, FIN-02600, Espoo, Finland

Chapter 20 in Reengineering in Action:The Quest for World-Class Excellence, 1999, pp 363-380 from World Scientific Publishing Co. Pte. Ltd.

Abstract: AbstractThis paper deals with reengineering End User Support in one of the Strategic Business Units of Nokia Telecommunications Oy. End users are software engineers using networked PCs as their main engineering platform. Operations take place in three geographical locations. In 1994, a period of rapid business growth began. Also, the IT environment changed radically, demanding new solutions for the distributed IS and particularly for supporting the users. A reengineering process was initiated in July 1994, resulting in fundamental changes to the support processes. The new solution was based on local Help Desks and service organization, replacing the previous unstructured support tradition in the beginning of 1996.Changes improved the distributed IS services facilitating thus the planned business growth. Results indicate enhanced user satisfaction, higher motivation and improved productivity. Supporters adopted a more professional attitude and could manage their commitments more precisely. IS management became more proactive, confirmed by all key interest groups.

Date: 1999
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