Constantinos Coursaris, Khaled Hassanein, and Milena Head
infrastructure supports the entire organization and its value chain through systems and mechanisms for
planning and control, such as accounting, legal, and financial services (IDA, 2000). Thus, value
creation is optimal when a mobile worker is not only able to receive phone calls, but rather able to
communicate with business partners, retrieve data, and analyze it by means of applications made
available through a mobile device of any type.
Monitoring and supporting a mobile workforce presents a business challenge that goes beyond
traditional management requirements. In a pilot study, AT&T devised a new management strategy for
over 5,000 employees, whose mobile communications were carried on a variety of networks with an
array of calling plans and pricing schemes. By analyzing the multi-carrier system, it was determined
that 23% of mobile employees had calling plans that did not fit their usage. By measuring employee
usage against hundreds of calling plans in their Multi-Carrier Solutions platform, AT&T was able to
streamline their mobile strategy and reduce average monthly cost for mobile systems by 21% (AT&T,
2007b).
While e-Business technologies were responsible for integrating an organization across its value
chain, mobile technology will extend this integration across time and place as well. Two areas that
benefit from such wireless platforms are communication and information. Wireless devices enable two-
way communication through voice, text messaging (and its variants), e-mail, and video-conferencing.
Information availability is supported through the integration of mobile technology on existing
Enterprise Resource Planning (ERP) systems and all associated modules, such as accounting (e.g. filing
expense claims), manufacturing (e.g. monitoring production levels), and quality (e.g. remote
management of information technology) among others. Integration across time and place enables
synchronization. Synchronous communication, for example, can be realized more often as the time an
employee is not reachable is minimized. Synchronous communication will also translate into faster
processing of orders, requests, etc. Finally, integrated systems can increase productivity and subsequent
profit. Research in Motion’s (RIM) Blackberry provides one such solution for mobile workers
requiring access to information and communications. This platform integrates voice, email, SMS,
wireless Web, organizer and other productivity applications. The proprietary Enterprise Server
seamlessly connects multiple enterprise systems (RIM, 2005).
Another platform offering integrated communications and extensive functionality is IT Solution’s
―m-Power‖. By utilizing Bluetooth-enabled mobile phones, wireless PDAs and laptops distributed to
the company’s field service engineers, information technology initiatives including notifications to
mobile workers, confirmations of orders, and time sheet management were implemented. This resulted
in the following benefits: 50 percent reduction in HelpDesk personnel, 60 percent and 15 percent
savings in communication costs to and from field service engineers respectively. Additional benefits
include shorter billing cycles and more accurate and reliable expense claim submissions (Extended
Systems, 2004).
Human Resource Management
An organization is responsible for employee recruitment, selection, training, development,
motivation, and rewards. As employees are an expensive and vital resource to an organization,
effective and efficient human resource management (HRM) can add significant value to a firm.
Striving for this goal, Motorola decided to redesign its HRM system in an attempt to address present
inefficiencies; it was estimated that some employees spent up to 75 percent of their time on
administration rather than activities that could be of more value. The solution came in the form of Enet,
an HRM system based on Internet technology. This Web-based system, also accessible through
wireless devices, allows employees to access critical HR-related information and services anytime
anywhere, such as ―initiating, approving and tracking administrative change requests such as merit
increases, leaves of absence and department job changes‖ (Accenture, 2005). Thus, clerical work for
HR employees is reduced, subsequently reducing paperwork, and allowing them to concentrate on
higher value-adding activities, such as relationship management. Benefits of Enet for employees span
the entire organization. For example, mobile workers have a direct line of communication with human
resources. As a result, there is improved employee satisfaction and greater credibility for the HRM
system given a higher level of consistency than previously achieved through paper-based processes.
Savings will be realized in the form of ―more consistent and efficient processes, cost avoidance,
improvements in data integrity and reduced process cycle time, which has dropped from two weeks to
two days or less. As a result, the system is expected to pay for itself in just one year. The company also
expects Enet to increase employee satisfaction and retention by improving communication and making
human resources services more accessible and useful for employees‖ (Accenture, 2005).
Furthermore, in recent years there is a trend towards satisfying the need for a balanced lifestyle or
that of increased work-related mobility through telecommuting and flexible work practices. These