Overview
- Covers all aspects from strategic strategic and tactical planning to day-to-day operational scheduling and resource management
- Describes both technologies and systems for automating and optimising service operations
- Based on latest research as well as practical experience from BT, one of the largest European service providers
- Offers best practice advice and describes hands-on techniques and methods for planning and project implementation, including emphasizing risk management agile delivery and benefit realisation
- Takes a look into the future by touching technology and business trends such as Web 2.0, digital service chains, real-time and real-time personalised service delivery
- Includes supplementary material: sn.pub/extras
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Table of contents (20 chapters)
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Front Matter
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Defining and Understanding Service Chain Management
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Customer Service: Emerging Requirements and Trends
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Reservation Management and Resource Scheduling
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Front Matter
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Process, Communications and Information
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Front Matter
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The Future Service Chain
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Front Matter
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Keywords
About this book
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.
Reviews
Authors, Editors and Affiliations
About the editors
Christos Voudouris and his co-authors are leading BT’s R&D in service and network optimisation. The team was formed in the mid-1990s and worked on developing technologies for the company's pioneering Work Manager system, which by 1998 was saving the company $150 million a year by automating and optimising the processes related to the company's extensive field service operations.
Technologies developed by the authors have also been incorporated in two spin-off companies and in software products from BT Global Services and others; they are currently used and benefiting in service companies world-wide. The authors are all recognised authorities in the subject of service optimisation, having won several national and international awards for their work from leading organisations such as INFORMS, the British Computer Society, and The Institution of Engineering and Technology.
Bibliographic Information
Book Title: Service Chain Management
Book Subtitle: Technology Innovation for the Service Business
Authors: Raphael Dorne
Editors: Christos Voudouris, David Lesaint, Gilbert Owusu
DOI: https://doi.org/10.1007/978-3-540-75504-3
Publisher: Springer Berlin, Heidelberg
eBook Packages: Business and Economics, Business and Management (R0)
Copyright Information: Springer-Verlag Berlin Heidelberg 2008
Hardcover ISBN: 978-3-540-75503-6Published: 18 December 2007
Softcover ISBN: 978-3-642-09475-0Published: 19 October 2010
eBook ISBN: 978-3-540-75504-3Published: 18 December 2007
Edition Number: 1
Number of Pages: XVIII, 308
Number of Illustrations: 74 b/w illustrations
Topics: IT in Business, Organization, Information Systems Applications (incl. Internet), Management of Computing and Information Systems, Management, Computer Appl. in Administrative Data Processing