Service Chain Management

Technology Innovation for the Service Business
Softcover Nachdruck of hardcover 1. Auflage 2008
ISBN: 978-3-642-09475-0
Verlag: Springer

Buch, Englisch, 308 Seiten, Previously published in hardcover, Format (B × H): 155 mm x 235 mm, Gewicht: 499 g

Service chain management enables service organisations to improve customer satisfaction and reduce operational costs. In this book, Christos Voudouris and his BT colleagues 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. Service chain management is looked at both from the enterprise perspective and from the standpoints of the service professional and customer. The focus is on real-world challenges.

Zielgruppe

Professional/practitioner

Autoren/Hrsg.

Voudouris, Christos

Lesaint, David

Owusu, Gilbert

Dorne, Raphael

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Wirtschaftsmathematik und -statistik
• Mathematik | Informatik EDV | Informatik Informatik
• Mathematik | Informatik EDV | Informatik Technische Informatik Wartung & Reparatur
• Mathematik | Informatik EDV | Informatik Angewandte Informatik Computeranwendungen in Geistes- und Sozialwissenschaften
• Wirtschaftswissenschaften Betriebswirtschaft Management Unternehmensorganisation & Entwicklungsstrategien
• Wirtschaftswissenschaften Betriebswirtschaft Organisationstheorie, Organisationssoziologie, Organisationspsychologie
• Rechtswissenschaften Öffentliches Recht Verwaltungsrecht Verwaltungspraxis Public Management
• Wirtschaftswissenschaften Betriebswirtschaft Management Unternehmensführung
• Wirtschaftswissenschaften Betriebswirtschaft Wirtschaftsinformatik, SAP, IT-Management
• Mathematik | Informatik EDV | Informatik Business Application Unternehmenssoftware SAP
• Mathematik | Informatik EDV | Informatik Technische Informatik Systemverwaltung & Management
• Mathematik | Informatik EDV | Informatik Angewandte Informatik Wirtschaftsinformatik

Inhaltsverzeichnis

Defining and Understanding Service Chain Management.- Defining and Understanding Service Chain Management.- Customer Service: Emerging Requirements and Trends.- Customer Service: Emerging Requirements and Trends.- Resource Planning.- Strategic Resource Planning.- Forecasting and Demand Planning.- Tactical Resource Planning and Deployment.- Network Planning for Telecom and Utilities.- Reservation Management and Resource Scheduling.- Reservation Management and Resource CRM.- Demand Pricing and Revenue Management.- Personnel Shift Scheduling and Rostering.- Work Allocation and Scheduling.- People and Attendance Management.- Process, Communications and Information.- Flexible Workflows.- Personalised Communications.- Predictive Customer Analytics and Real-Time Business Intelligence.- The Agile Delivery of Service Chain Management Solutions.- The Future Service Chain.- Collaborative Demand Forecasting in Service Chains.- Business to Business Online Revenue Management.- Electronic Marketplaces and Resource Exchanges.- Multi-Agent Systems for Staff Empowerment.- Epilogue.- A Practical Guide to Benefit Realisation.

Über Autor(innen)

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.