Aly Hassan, Mohammed Sherif
(2023)
Achieving Operational Service Line Efficiencies in a Cloud Computing Technology Vendor.
Doctor of Business Administration thesis, University of Liverpool.
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Abstract
This action research aims to understand the challenges faced by a cloud computing vendor in achieving operational efficiency for a specific service line and provides a practical framework that can be recommended for achieving operational efficiencies. The emergence of business problem, mainly in achieving sustainable performance, was apparent through the increase in costs, reduced revenues, and declining profit margins. The research provides insights into how the service line can address these challenges to enhance its performance. The study utilized a qualitative approach to data collection through semi-structured interviews with a sample of 12 stakeholders from the service line who have experience in service line strategy, execution processes, and defined performance indicators. The interviews were conducted with personnel from a UAE-based cloud computing technology vendor to explore and identify the challenges faced. Action research was carried out in three cycles to identify focus areas, determine future recommended actions, and plan for their execution. The cycles included the identification of expected challenges and the development of strategies to mitigate them. Thematic analysis was conducted to identify critical areas impacting performance and success indicators, such as revenue, costs, services-sales bookings, and financial margin. The findings were developed collaboratively and ethically to empower company participants. The study outcome outlines four focus areas to achieve operational efficiency in a service line: establishing foundations for success to cultivate a successful work culture, growing cloud service sales bookings and consumption, ensuring project delivery excellence, optimizing project cost and maintaining sustainability measures. Future recommended actions for each layer are detailed in the study. The study examined specified theoretical organizational concepts and disciplines. The findings propose a significant contribution in terms of the cloud computing service company and its organizational development by providing a practical execution framework for achieving service line operational efficiency, that can be implemented. The study emphasizes the importance of collaborative stakeholder engagement to generate knowledge. The framework provides cloud computing vendors with a practical tool for enhancing their service line operational efficiency which allows sustainable service line growth focused on crucial performance and success indicators.
| Item Type: | Thesis (Doctor of Business Administration) |
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| Divisions: | Faculty of Humanities and Social Sciences > School of Management |
| Depositing User: | Symplectic Admin |
| Date Deposited: | 13 Feb 2024 15:40 |
| Last Modified: | 13 Feb 2024 15:40 |
| DOI: | 10.17638/03177558 |
| Supervisors: |
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| URI: | https://livrepository.liverpool.ac.uk/id/eprint/3177558 |
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