טכניון מכון טכנולוגי לישראל
הטכניון מכון טכנולוגי לישראל - בית הספר ללימודי מוסמכים  
M.Sc Thesis
M.Sc StudentRachel Zeituny
SubjectCase study: Development and Implementation of Skills
Management System in Amdocs
DepartmentDepartment of Industrial Engineering and Management
Supervisor Full Professor Erev Ido


Abstract

Skills systems are information systems designed to facilitate human resource management.  Systems of this type are expected to be particularly effective in dynamic high-tech organizations in which the workers’ knowledge evolves quickly during the work, and there is a constant need to create new teams to address new projects.  The current paper describes the development and the

(unsuccessful) attempt to implement a skills system at Amdocs, a large (10,000 workers) high-tech firm based in Israel, during 2002. The paper describes all the major stages of the process, and analyzes the main decisions and problems.

It concludes with a discussion of the management decision to prefer a more general information system that includes a human resource section, over the specific and more detailed skill system.

        The analysis focuses on the quantity of data updates in the system and the influence the updating processes. These issues were examined in a pilot period that shows that the number of updates increased when the users could understand the benefits of it (not only for themselves but for the organization). When this data was urgently required to gain an important stage of quality standard (CMM - Capability Maturity Model) - an immediate influence on the updating process was exhibited.  In addition the paper considers the effect of the involvement of the management and the different department in the process.

       Several ideas for future research are suggested. One interesting idea involves the use the search engines technology in order to learn about the employees’ skills and their expertise.   This case study’s conclusions are relevant to the field of development and implementation of information systems and of skills systems in particular.  Since the field of skills/competence management systems is still developing, the current analysis can be of practical value.