Ebook: Service Chain Management: Technology Innovation for the Service Business
- Tags: Business Information Systems, Organization/Planning, Information Systems Applications (incl.Internet), Management of Computing and Information Systems, Management, Computer Appl. in Administrative Data Processing
- Year: 2008
- Publisher: Springer-Verlag Berlin Heidelberg
- Edition: 1
- Language: English
- pdf
Service chain management enables service organisations to improve customer satisfaction and reduce operational costs through intelligent and optimised forecasting, planning and scheduling of the service chain, and its associated resources such as people, networks and other assets. The area is quite broad, covering field force and workforce automation, network and asset planning and also aspects of customer relationship management, human resources systems and enterprise resource planning. Furthermore, it addresses the key challenge of how all these technologies and systems are integrated into a cohesive blueprint.
In this book, Christos Voudouris and his group together with experts from industry and academia present the latest innovations and technologies used to manage the operations of a service company. The viewpoints presented are, based on the BT experience and on associated research and development in collaborating universities and partner companies. The focus is on real-world challenges and how technologies can be used to overcome practical problems in a "don’t just survive, thrive!" approach.
The unique combination of technologies, experiences and systems, looked at from the different perspectives of service providers and users and combined with advice on successful benefit realisation and agile delivery of solutions, makes this an indispensable read for managers and system architects in the service industry.
Service chain management enables service organisations to improve customer satisfaction and reduce operational costs through intelligent and optimised forecasting, planning and scheduling of the service chain, and its associated resources such as people, networks and other assets. The area is quite broad, covering field force and workforce automation, network and asset planning and also aspects of customer relationship management, human resources systems and enterprise resource planning. Furthermore, it addresses the key challenge of how all these technologies and systems are integrated into a cohesive blueprint.
In this book, Christos Voudouris and his group together with experts from industry and academia present the latest innovations and technologies used to manage the operations of a service company. The viewpoints presented are, based on the BT experience and on associated research and development in collaborating universities and partner companies. The focus is on real-world challenges and how technologies can be used to overcome practical problems in a "don’t just survive, thrive!" approach.
The unique combination of technologies, experiences and systems, looked at from the different perspectives of service providers and users and combined with advice on successful benefit realisation and agile delivery of solutions, makes this an indispensable read for managers and system architects in the service industry.
Service chain management enables service organisations to improve customer satisfaction and reduce operational costs through intelligent and optimised forecasting, planning and scheduling of the service chain, and its associated resources such as people, networks and other assets. The area is quite broad, covering field force and workforce automation, network and asset planning and also aspects of customer relationship management, human resources systems and enterprise resource planning. Furthermore, it addresses the key challenge of how all these technologies and systems are integrated into a cohesive blueprint.
In this book, Christos Voudouris and his group together with experts from industry and academia present the latest innovations and technologies used to manage the operations of a service company. The viewpoints presented are, based on the BT experience and on associated research and development in collaborating universities and partner companies. The focus is on real-world challenges and how technologies can be used to overcome practical problems in a "don’t just survive, thrive!" approach.
The unique combination of technologies, experiences and systems, looked at from the different perspectives of service providers and users and combined with advice on successful benefit realisation and agile delivery of solutions, makes this an indispensable read for managers and system architects in the service industry.
Content:
Front Matter....Pages i-xviii
Defining and Understanding Service Chain Management....Pages 1-17
Customer Service: Emerging Requirements and Trends....Pages 19-29
Front Matter....Pages 31-33
Strategic Resource Planning....Pages 35-49
Forecasting and Demand Planning....Pages 51-64
Tactical Resource Planning and Deployment....Pages 65-77
Network Planning for Telecom and Utilities....Pages 79-93
Front Matter....Pages 95-97
Reservation Management and Resource CRM....Pages 99-107
Demand Pricing and Revenue Management....Pages 109-123
Personnel Shift Scheduling and Rostering....Pages 125-138
Work Allocation and Scheduling....Pages 139-152
People and Attendance Management....Pages 153-165
Front Matter....Pages 167-170
Flexible Workflows....Pages 171-185
Personalised Communications....Pages 187-203
Predictive Customer Analytics and Real-Time Business Intelligence....Pages 205-214
The Agile Delivery of Service Chain Management Solutions....Pages 215-224
Front Matter....Pages 225-227
Collaborative Demand Forecasting in Service Chains....Pages 229-237
Business to Business Online Revenue Management....Pages 239-250
Electronic Marketplaces and Resource Exchanges....Pages 251-261
Multi-Agent Systems for Staff Empowerment....Pages 263-272
Front Matter....Pages 273-273
A Practical Guide to Benefit Realisation....Pages 275-285
Back Matter....Pages 287-308
Service chain management enables service organisations to improve customer satisfaction and reduce operational costs through intelligent and optimised forecasting, planning and scheduling of the service chain, and its associated resources such as people, networks and other assets. The area is quite broad, covering field force and workforce automation, network and asset planning and also aspects of customer relationship management, human resources systems and enterprise resource planning. Furthermore, it addresses the key challenge of how all these technologies and systems are integrated into a cohesive blueprint.
In this book, Christos Voudouris and his group together with experts from industry and academia present the latest innovations and technologies used to manage the operations of a service company. The viewpoints presented are, based on the BT experience and on associated research and development in collaborating universities and partner companies. The focus is on real-world challenges and how technologies can be used to overcome practical problems in a "don’t just survive, thrive!" approach.
The unique combination of technologies, experiences and systems, looked at from the different perspectives of service providers and users and combined with advice on successful benefit realisation and agile delivery of solutions, makes this an indispensable read for managers and system architects in the service industry.
Content:
Front Matter....Pages i-xviii
Defining and Understanding Service Chain Management....Pages 1-17
Customer Service: Emerging Requirements and Trends....Pages 19-29
Front Matter....Pages 31-33
Strategic Resource Planning....Pages 35-49
Forecasting and Demand Planning....Pages 51-64
Tactical Resource Planning and Deployment....Pages 65-77
Network Planning for Telecom and Utilities....Pages 79-93
Front Matter....Pages 95-97
Reservation Management and Resource CRM....Pages 99-107
Demand Pricing and Revenue Management....Pages 109-123
Personnel Shift Scheduling and Rostering....Pages 125-138
Work Allocation and Scheduling....Pages 139-152
People and Attendance Management....Pages 153-165
Front Matter....Pages 167-170
Flexible Workflows....Pages 171-185
Personalised Communications....Pages 187-203
Predictive Customer Analytics and Real-Time Business Intelligence....Pages 205-214
The Agile Delivery of Service Chain Management Solutions....Pages 215-224
Front Matter....Pages 225-227
Collaborative Demand Forecasting in Service Chains....Pages 229-237
Business to Business Online Revenue Management....Pages 239-250
Electronic Marketplaces and Resource Exchanges....Pages 251-261
Multi-Agent Systems for Staff Empowerment....Pages 263-272
Front Matter....Pages 273-273
A Practical Guide to Benefit Realisation....Pages 275-285
Back Matter....Pages 287-308
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