Analysis of a train-operating company's customer service system during disruptions: Conceptual requirements for gamifying frontline staff development

Clegg, Ben; Orme, Richard; Owen, Chris; Albores, Pavel

doi:10.1016/j.jrtpm.2017.12.002

Cited by 8 publications

(7 citation statements)

References 43 publications

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“…This methodology is similar to traditional SSM, as it is built on action research principles, but differs when it explores the systemic issues, by modeling process-oriented holons (a whole in itself, as well as a part of a larger whole) to understand the problem situation. However, similar to the other literature, Clegg et al 14 does not consider the whole rail system.…”

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confidence: 74%

“…Most existing literature on autonomy within Systems Engineering, and particularly within rail, addresses quite focused business cases, such as rail vehicle operation and maintenance optimization, 12 or improving operational staff skills, 13 rather than examining the wider enterprise, as we do. However one paper of note is Clegg et al 14 that uses an adaptation of SSM called Process-Oriented Holonic modeling to analyze a train operating company's customer service system during disruptions. This methodology is similar to traditional SSM, as it is built on action research principles, but differs when it explores the systemic issues, by modeling process-oriented holons (a whole in itself, as well as a part of a larger whole) to understand the problem situation.…”

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confidence: 99%

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Application of soft systems methodology to frame the challenges of integrating autonomous trains within a legacy rail operating environment

Morey,

Galvin,

Riley

et al. 2023

Systems Engineering

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Increased demand on rail, due to climate initiatives and passenger numbers, places significant pressure on existing railway operations; specifically on capacity, operational flexibility, and network robustness. These pressures are exacerbated by constraints, which prevent the construction of new track and infrastructure. This results in the need to use existing infrastructure and operating processes. One proposed solution is digitalization, which results in autonomous rail, where automated and connected intelligent transport systems facilitate smart traffic management. However, this generates the challenge of integrating autonomous trains and their associated technologies with existing infrastructure and operations. To understand this issue from an enterprise level, this paper has applied Brian Wilson's Soft Systems Methodology (a variation of Checkland's methodology) to the problem situation. This methodology explores and investigates the existing rail system in Great Britain (UK less Northern Ireland) and its stakeholders. The paper aims to propose a solution into how to transform the legacy system into one which incorporates autonomous operations and ultimately becomes fully autonomous. It culminates in a series of models that are relevant to those with a legitimate interest in the system. The models identify the activities required to analyze whether autonomy is worthwhile and if it is, how to successfully integrate it with legacy operations. Additionally, the models provide the basis for which a formal stakeholder analysis can take place.

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confidence: 74%

mentioning

confidence: 99%

Application of soft systems methodology to frame the challenges of integrating autonomous trains within a legacy rail operating environment

Morey,

Galvin,

Riley

et al. 2023

Systems Engineering

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“…Clegg (2006, 2007) and Clegg and Shaw (2008) described how PrOH models are constructed and discussed their philosophical background. Other recent examples of PrOH’s use are demonstrated in Clegg et al (2018, 2019) and Kalaitzi et al (2019). The PrOH modelling methodology is outlined in Figure 2.…”

Section: Methodology: Process-orientated Holonic Modellingmentioning

confidence: 99%

Improving systemic success factors in a university to achieve more effective and efficient operations

Clegg

2019

BPMJ

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Purpose The purpose of this paper is to improve the efficacy of professional support services and teaching processes within a leading UK university so that they align better to changing academic requirements and external market forces, using a novel systems thinking methodology. A case study is given from a school in a leading UK university. Design/methodology/approach The case uses a novel process modelling methodology known as the process-orientated holonic modelling methodology. Abducted rationalisation is used to reflect upon the 4V’s theoretical concept of operational characteristics (volume, variety, variation over time and visibility). The paper also briefly describes the unique systems thinking principles behind the methodology and its use of abductive rationalisation. Findings The methodology and models show that it is advantageous to simultaneously review strategic processes and operational processes because this enables roles, processes and tasks to be more purposefully redefined and more closely meet endogenous organisational requirements and exogenous market forces. Originality/value This work will interest organisational analysts wishing to use a novel approach to improve strategy and operational processes in higher education and universities. The practical implications of the study are discussed using the 4V’s theoretical concept: volume of throughput, variety of offerings, variation over time and visibility of processes to students. The international context and implications are outlined.

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“…By applying gamification in trainings, the authors suggest an increased awareness of employees from all areas of the company for cybersecurity (Adams and Makramalla, 2015). Clegg and colleagues (2018) confirm that gamified learning environments can serve as information platforms to improve customer service (Clegg et al, 2018).…”

Section: Areas Of Applicationmentioning

confidence: 99%

Gamification in human resource management—Status quo and quo vadis

Murawski

2020

German Journal of Human Resource Management: Zeitschrift für Pe

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Gamification has recently been presented as a promising opportunity to improve human resource management (HRM) practices and tools. However, while the number of publications on gamification has been increasing in recent years, an overview of the current landscape of HRM-related literature of gamification is missing so far. Intending to support and ease the understanding of prior research findings in this field, this article conducts a systematic literature review. This study contributes to the field of human resources research by examining 45 research papers, aiming to explore areas of application and outcomes of the use of gamification in HRM. Propositions are outlined along with elaborating risks and approaches on how to mitigate the risks of using game design elements in HRM.

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Analysis of a train-operating company's customer service system during disruptions: Conceptual requirements for gamifying frontline staff development

Cited by 8 publications

References 43 publications

Application of soft systems methodology to frame the challenges of integrating autonomous trains within a legacy rail operating environment

Application of soft systems methodology to frame the challenges of integrating autonomous trains within a legacy rail operating environment

Improving systemic success factors in a university to achieve more effective and efficient operations

Gamification in human resource management—Status quo and quo vadis

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