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The growing importance of services is placing greater emphasis on company worksites as points of contact with customers. Although back-end enterprise systems are the foundations of differentiated services, they often become too large and complex to keep pace with changing customer service needs. Consequently, worksite employees must bear the burden of satisfying these needs. Service middleware, which should become the basis of IT solutions for on-site work, consists of an execution layer for worksite employees and an optimization layer for worksite managers. The execution layer supports enterprise systems, worksite sensors, and equipment to help worksite employees concentrate on the tasks of achieving high value. The optimization layer optimizes the execution layer for dealing with changing customer service needs and evolving enterprise systems.

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Format:PDFSize:306 KB
Date:Oct 2007
Pages:7

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