As part of the business strategy in a competitive environment, for an organization to induct information technology (IT) appropriately, business process reengineering (BPR) must be conducted. We propose a process that incorporates both management information systems and strategic management concepts for the IT induction. First, we develop a business competition strategy based on Porter’s five c...

This dissertation studies the effect of customer considerations in stochastic optimization problems in the service industry. The first part looks at problems in the service industry geared towards providing efficient service, i.e., minimizing the total cost of providing service while ensuring that certain service level targets are met. In particular, we study applications in the call center ind...

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SUMMARY In this paper, we present two descriptive case studies covering the re-engineering and further evolution of adopting service oriented architecture (SOA) in industry. The first case was carried out for a company in the transport sector with an application portfolio of over 700 systems. The second case study was conducted for an organization in the public sector. The goal of both case stu...