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Chapter 6 Conclusions and Suggestions
The road of ITeS implementation is never a simple or a stereotyped one, like the co-production characteristic of service, different participants leads to various stories.
ITeS implementation is not just an in-hose business, nor an only IT-related investment;
ITeS is a mix of strategic intent, service providing innovation, business process reengineering, the application of technology and IT system project.
With many aforementioned IT-related, managerial, organizational, intra- and inter-organizational, and social environment level challenges ahead, enterprise needs to follow the planned steps to acquire the required IT, managerial and market assets, while using information technology properly to enable the service, notice that ITeS is to create more value for enterprise itself and other stakeholders.
Knowing the complexity and difficulty of ITeS implementation is just a beginning; the challenges shouldn’t hinder reform or improvement. To enterprises, with a positive attitude, they should understand the importance of the strategic thinking and well-arranged planning, use the tools and methodologies properly, step by step, and make use of the trend to implement ITeS. And to ICTs, instead of being an onlooker to this revolution, ICT industry should be aware about their roles and presences to the action, and to support the implementation venture more aggressively.
As for the authority, being a planner as well as a supporter, in addition to the policies, the authority should put forth effort about the infrastructure and the rewarding incentives. Besides building a friendly ITeS implementation environment, the authority can also play the mediator to promote the collaboration of the service business and ICTs, to facilitate the implementation process and benefit from the competitiveness of the satisfied ITeS implementation outcome.
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To consider the strategy factor within the ITeS makes it a broad and more competitive view about the implementation and promotion of ITeS. What the government has been trying to promote ITeS should be applauded, yet considering the issues that enterprises would have to deal with on their way to venture, we’re looking forward to that the authority can continue to build a more favorable environment for ITeS implementation. And to those enterprises and ICTs, we expect they can utilize their advantages to exploit the IT-enabled opportunities to create long-term competitiveness.
The proposed process framework is a high level process model, and it gives a preliminary understanding and suggestion to ITeS implementation. Considering the aforementioned assets and the issues, it can add more about the roles and the involvement of management team, employees, customers and other stakeholders in different phases and sub-stage activities to the model, and more discussion on mechanisms for detailed activities. An integrated ITeS implementation process model requires further study.
In addition, the case study indicates topics about the high level and strategic viewpoint about ITeS, the evaluation of the values and risks of the adoption of new technologies, and the sustainability about the ITeS to the competitiveness.
Considering different industry backgrounds and the varied service firm business scopes, all of these areas warrant further investigation.
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