Abstract
The fast moving and competitive global economy requires that organisations manage their human resources in an efficient and flexible manner in order to tap their full potentials. The management of human resources has crucial role in success or failure of an organisation. Today’s services organisations strive to tailor their human re-source management policies that improve their performance by empowering employees. Employee empowerment is a management style that helps organisations to utilise their employee’s potential to maximum and be able to react and adapt quickly and efficiently to changes in service provision. This paper explores the possibility of empowering British Telecommunications (BT) field workforce and its potential benefits by using simulator. We investigate the application of a ‘pull-based strategy’ for empowering BT field workforce and its relation with motivation and productivity of BT workforce. Currently jobs are allocated to BT field engineers by a central scheduler; we refer to it as a ‘push strategy’. In this simulation we attempt to assess the impact of empowerment on BT FE motivation and towards overall increase in productivity.
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Shah, N., Tsang, E., Borenstein, Y., Dorne, R., Liret, A., Voudouris, C. (2009). Intelligent Agent Based Workforce Empowerment. In: Håkansson, A., Nguyen, N.T., Hartung, R.L., Howlett, R.J., Jain, L.C. (eds) Agent and Multi-Agent Systems: Technologies and Applications. KES-AMSTA 2009. Lecture Notes in Computer Science(), vol 5559. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-01665-3_17
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DOI: https://doi.org/10.1007/978-3-642-01665-3_17
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