Voudouris / Owusu / Dorne Service Chain Management

Technology Innovation for the Service Business
1. Auflage 2007
ISBN: 978-3-540-75504-3
Verlag: Springer Berlin Heidelberg
Format: PDF
Kopierschutz: 1 - PDF Watermark

E-Book, Englisch, 308 Seiten

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.

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.

Autoren/Hrsg.

Voudouris, Christos

Owusu, Gilbert

Dorne, Raphael

Lesaint, David

Inhaltsverzeichnis

1;Foreword;5
2;Acknowledgements;7
3;Contents;8
4;Contributors;16
5;Defining and Understanding Service Chain Management;18
5.1;1.1 Introduction;18
5.2;1.2 Book Objectives;19
5.3;1.3 Challenges in Service Operations;20
5.4;1.4 Key Success Factors in Services;21
5.5;1.5 Developing a Blueprint for Service Chain Management;24
5.5.1;1.5.1 Automating Scheduling and Dispatching;24
5.5.2;1.5.2 Moving to Advanced and Systematic Planning;25
5.5.3;1.5.3 FOS: An Example Suite for Integrated Service Chain Management;26
5.5.4;1.5.4 Contrasting with Supply Chain Management;27
5.6;1.6 The Broader Picture Across Verticals;29
5.7;1.7 Technologies for Services and Book Structure;30
5.8;1.8 The Emergence of Digital Services and Chains;31
5.9;1.9 Summary;34
6;Customer Service: Emerging Requirements and Trends;35
6.1;2.1 Introduction;35
6.2;2.2 Emerging Trends;36
6.3;2.3 Becoming a Real-Time Enterprise;37
6.4;2.4 Making Service Personal;38
6.5;2.5 Exploiting Customer Analytics;39
6.6;2.6 Engendering Customer and Employee Advocacy;41
6.7;2.7 Becoming a Knowledge-Driven Service Enterprise;42
6.8;2.8 Opening-up the Enterprise;43
6.9;2.9 Summary;44
7;Part I Resource Planning;46
7.1;Strategic Resource Planning;48
7.1.1;3.1 Introduction;48
7.1.2;3.2 The Case for Strategic Resource Planning;49
7.1.3;3.3 Characterising the Strategic Resource Planning Process;50
7.1.4;3.4 Barriers to Implementing an Automated Strategic Resource Planning System;53
7.1.4.1;3.4.1 Demand Management;53
7.1.4.2;3.4.2 Supply Management and Planning;55
7.1.4.3;3.4.3 Variance Analysis, Recommendations and Reports;57
7.1.4.4;3.4.4 Enablers and Planning Environment;59
7.1.5;3.5 A Framework for Implementing an Automated Strategic Planning System;60
7.1.6;3.6 Summary;62
7.2;Forecasting and Demand Planning;63
7.2.1;4.1 Introduction;63
7.2.2;4.2 Demand Forecasting and Planning;63
7.2.3;4.3 Challenges in Demand Forecasting;65
7.2.4;4.4 The Forecasting Process;66
7.2.4.1;4.4.1 Data Analysis and Interpretation;66
7.2.4.2;4.4.2 Forecasting Methods;68
7.2.4.3;4.4.3 Forecasting Measures;72
7.2.5;4.5 Understanding Forecasting Impact on Demand Planning;74
7.2.6;4.6 Unprecedented Events and Risk Mitigation;75
7.2.7;4.7 Summary;76
7.3;Tactical Resource Planning and Deployment;77
7.3.1;5.1 Introduction;77
7.3.2;5.2 Defining Tactical Resource Planning;78
7.3.3;5.3 Challenges in Engineering a Tactical Resource Planning System;80
7.3.3.1;5.3.1 Decision Making in Tactical Resource Planning;80
7.3.3.2;5.3.2 Automation and Optimisation;82
7.3.3.3;5.3.3 Visibility and Control;82
7.3.3.4;5.3.4 Integration in the Service Chain;83
7.3.4;5.4 Optimising the Tactical Resource Planning Process;83
7.3.4.1;5.4.1 Fundamental Decisions;83
7.3.4.2;5.4.2 Plan Optimisation Techniques;84
7.3.5;5.5 A Case Study;86
7.3.6;5.6 Summary;88
7.4;Network Planning for Telecom and Utilities;90
7.4.1;6.1 Introduction;90
7.4.2;6.2 The Planning and Design Process;92
7.4.3;6.3 Automating Network Design;94
7.4.4;6.4 Optimisation of Telecommunication Network Design;95
7.4.4.1;6.4.1 Network Tiers;98
7.4.4.2;6.4.2 Network Layers;100
7.4.4.3;6.4.3 Summarising Network Optimisation;101
7.4.5;6.5 Applications of Network Optimisation Within Network Utilities;101
7.4.6;6.6 Summary;104
8;Part II Reservation Management and Resource Scheduling;105
8.1;Reservation Management and Resource CRM;107
8.1.1;7.1 Introduction;107
8.1.2;7.2 A Brief Overview of the Use of Reservation Management Systems;108
8.1.3;7.3 Business and Technical Challenges in Implementing a Reservation Management System;109
8.1.4;7.4 Strategies for Implementing a Reservation Management System;110
8.1.4.1;7.4.1 The Strategic Level;110
8.1.4.2;7.4.2 The Tactical Level;111
8.1.4.3;7.4.3 The Operational Level;113
8.1.5;7.5 Key Technologies;115
8.1.6;7.6 Summary;115
8.2;Demand Pricing and Revenue Management;116
8.2.1;8.1 Introduction;116
8.2.2;8.2 Revenue Management Ò Techniques and Technology;118
8.2.2.1;8.2.1 Basic Principles;118
8.2.2.2;8.2.2 Revenue Management Systems;121
8.2.3;8.3 RM - Theory and Practice;123
8.2.3.1;8.3.1 Theory Outline;123
8.2.3.2;8.3.2 Industry Adopters;129
8.2.4;8.4 Summary;129
8.2.5;8.5 Further Reading;130
8.3;Personnel Shift Scheduling and Rostering;131
8.3.1;9.1 Introduction;131
8.3.2;9.2 General Description;132
8.3.2.1;9.2.1 Staffing;133
8.3.2.2;9.2.2 Shift and Roster Design;135
8.3.2.3;9.2.3 Shift and Roster Allocation;138
8.3.3;9.3 The Family of Approaches;140
8.3.3.1;9.3.1 Solutions to Staffing Problems;140
8.3.3.2;9.3.2 Solutions to Shift Design and Shift Allocation;141
8.3.4;9.4 Summary;143
8.4;Work Allocation and Scheduling;145
8.4.1;10.1 Introduction;145
8.4.2;10.2 Challenges inWork Allocation and Scheduling;146
8.4.2.1;10.2.1 Data Availability;146
8.4.2.2;10.2.2 Responsiveness and Flexibility;146
8.4.2.3;10.2.3 Scale and Complexity;147
8.4.3;10.3 A General Description ofWork Allocation Problems;148
8.4.3.1;10.3.1 Main Concepts Found in Work Allocation;149
8.4.3.2;10.3.2 The Dynamic Nature of the Problem;151
8.4.3.3;10.3.3 Variants of Work Allocation Problems;152
8.4.4;10.4 The Family of Approaches;153
8.4.4.1;10.4.1 Exact Searches;153
8.4.4.2;10.4.2 Approximate Searches;154
8.4.5;10.5 Implementing Work Allocation and Scheduling;154
8.4.5.1;10.5.1 Rescheduling and Disruption Management;156
8.4.5.2;10.5.2 Mobility Support;157
8.4.6;10.6 Summary;158
8.5;People and Attendance Management;159
8.5.1;11.1 Introduction;159
8.5.2;11.2 What is People and Attendance Management?;160
8.5.2.1;11.2.1 People;161
8.5.2.2;11.2.2 Attendance;161
8.5.2.3;11.2.3 Absence;162
8.5.2.4;11.2.4 Maintaining the Mix Between a Fully Automated System and People Involvement;163
8.5.3;11.3 Current Practices in People and Attendance Management;163
8.5.3.1;11.3.1 Analysing the Market Segment for Attendance Management;164
8.5.3.2;11.3.2 Dealing with Attendance in Organisations;164
8.5.4;11.4 Implementing People and Attendance Management;165
8.5.4.1;11.4.1 People Management;165
8.5.4.2;11.4.2 Attendance Management;166
8.5.4.3;11.4.3 Absence Management;166
8.5.5;11.5 Future Trends;168
8.5.5.1;11.5.1 Mobility and Office Solutions;168
8.5.5.2;11.5.2 Shift Bidding;169
8.5.5.3;11.5.3 Plan-Driven Attendance Management;170
8.5.6;11.6 Summary;171
9;Part III Process, Communications and Information;172
9.1;Flexible Workflows;175
9.1.1;12.1 Introduction;175
9.1.2;12.2 What is Workflow and Workflow Support?;176
9.1.2.1;12.2.1 Leavitt’s Diamond;176
9.1.2.2;12.2.2 A Socio-Cognitive Perspective;176
9.1.2.3;12.2.3 Agents in a Workflow;177
9.1.2.4;12.2.4 Control Flow;177
9.1.2.5;12.2.5 Why Are Workflow Support Tools Useful?;177
9.1.3;12.3 Previous Approaches;178
9.1.4;12.4 Contemporary Approaches;180
9.1.4.1;12.4.1 Why Enterprises Need Service-Oriented Architectures?;180
9.1.4.2;12.4.2 Workflow Specification Languages;180
9.1.4.3;12.4.3 Modern Architectural Styles;182
9.1.4.4;12.4.4 Recovery Mechanisms and Techniques;186
9.1.5;12.5 Summary;189
9.2;Personalised Communications;190
9.2.1;13.1 Introduction;190
9.2.2;13.2 Service Delivery Architectures and Platforms;191
9.2.2.1;13.2.1 UC Services;191
9.2.2.2;13.2.2 The Principles and Elements of SDPs;193
9.2.3;13.3 SIP Technologies;196
9.2.3.1;13.3.1 An Overview of SIP;196
9.2.3.2;13.3.2 SIP Deployments;198
9.2.3.3;13.3.3 SIP Application Creation;199
9.2.3.4;13.3.4 SIP Application Orchestration;200
9.2.4;13.4 Communications Personalisation and Feature- Oriented Engineering;201
9.2.4.1;13.4.1 Feature-Based Personalisation;202
9.2.4.2;13.4.2 Feature-Oriented Architectures;203
9.2.5;13.5 Summary;205
9.3;Predictive Customer Analytics and Real- Time Business Intelligence;207
9.3.1;14.1 Introduction;207
9.3.2;14.2 Customer Analytics;208
9.3.2.1;14.2.1 Predicting Customer Events;209
9.3.2.2;14.2.2 Customer Satisfaction and Loyalty;210
9.3.3;14.3 Real-Time Business Intelligence;210
9.3.3.1;14.3.1 A Consolidated Semantic Data Layer;212
9.3.3.2;14.3.2 Analytical Performance Frameworks;213
9.3.3.3;14.3.3 Monitoring Performance;215
9.3.3.4;14.3.4 Learning Relationships;215
9.3.3.5;14.3.5 What-If-Scenarios, Target Optimisation and Prediction;216
9.3.4;14.4 Summary;216
9.4;The Agile Delivery of Service Chain Management Solutions;217
9.4.1;15.1 Introduction;217
9.4.2;15.2 The Need for Agile Delivery;217
9.4.3;15.3 Realising Agile Delivery;219
9.4.3.1;15.3.1 The Development Strategy;219
9.4.3.2;15.3.2 The Adaptive Service Development Approach;222
9.4.4;15.4 Managing Agile Delivery;225
9.4.5;15.5 Summary;225
10;Part IV The Future Service Chain;227
10.1;Collaborative Demand Forecasting in Service Chains;229
10.1.1;16.1 Introduction;229
10.1.2;16.2 What is Collaborative Forecasting?;229
10.1.3;16.3 Challenges in Collaborative Forecasting;230
10.1.4;16.4 The Objectives of Collaborative Forecasting;231
10.1.5;16.5 The Collaborative Forecasting Framework;232
10.1.5.1;Step 1: Establishing Common Objectives and Measurable Goals;232
10.1.5.2;Step 2: Preparing a Manifest of Processes and Best Practices;233
10.1.5.3;Step 3: The Use of IT Systems and an Information Super- Set;233
10.1.5.4;Step 4: Establishing a Base Forecast Using Statistical Techniques;234
10.1.5.5;Step 5: Establishing Forecasting Measures and an Evaluation Process;234
10.1.5.6;Step 6: Setting Up Regular Communication and Update Meetings;235
10.1.6;16.6 Learning from Product Supply Chains;235
10.1.7;16.7 Summary;237
10.2;Business to Business Online Revenue Management;238
10.2.1;17.1 Introduction;238
10.2.2;17.2 The Impact of Internet and E-Commerce on Service Industries;238
10.2.3;17.3 The Logistics Service Chain: An Example Case of B2B E- Commerce Impact;240
10.2.4;17.4 Flexible Pricing in E-Commerce;241
10.2.4.1;17.4.1 Online Auctions;243
10.2.4.2;17.4.2 Reverse Auctions;243
10.2.4.3;17.4.3 Quantity Pricing;243
10.2.4.4;17.4.4 Pricing Matching;244
10.2.4.5;17.4.5 Group Pricing;244
10.2.4.6;17.4.6 Trading Exchanges;244
10.2.5;17.5 Foundations of Online Revenue Management;245
10.2.6;17.6 Models and Algorithms for Online Revenue Management;247
10.2.7;17.7 Summary;249
10.3;Electronic Marketplaces and Resource Exchanges;250
10.3.1;18.1 Introduction;250
10.3.2;18.2 Electronic Marketplaces;250
10.3.3;18.3 Agents and Marketplaces;251
10.3.3.1;18.3.1 Partnership Formation;251
10.3.3.2;18.3.2 Brokering;252
10.3.3.3;18.3.3 Negotiation;252
10.3.3.4;18.3.4 Auctions in B2B eCommerce;253
10.3.4;18.4 Resource Exchanges for Service Chain Management;254
10.3.5;18.5 Business Scenarios for Resource Exchanges;255
10.3.5.1;18.5.1 Resource Exchange Using a Central Exchange Agent;255
10.3.5.2;18.5.2 Distributed Agent-Based Resource Exchange;257
10.3.5.3;18.5.3 A Central Auctioneer-Based Marketplace;258
10.3.6;18.6 Technologies for Implementation;259
10.3.7;18.7 Summary;260
10.4;Multi-Agent Systems for Staff Empowerment;261
10.4.1;19.1 Introduction;261
10.4.2;19.2 A Workforce Scheduling Problem;262
10.4.3;19.3 How to Achieve the Goals?;263
10.4.4;19.4 Handling Multiple Objectives;264
10.4.5;19.5 How to Generate a Pareto Set of Schedules?;265
10.4.6;19.6 Self-Interested Multi-Agent Scheduling;266
10.4.7;19.7 RECONNET Ò Local Search over Schedules;267
10.4.8;19.8 Dynamic Scheduling;268
10.4.9;19.9 Research Frontier;268
10.4.10;19.10 Summary;270
10.5;A Practical Guide to Benefit Realisation;272
10.5.1;20.1 Introduction;272
10.5.2;20.2 What Does Automation Mean?;272
10.5.2.1;20.2.1 The Scheduler;273
10.5.2.2;20.2.2 The Mobile Platform;273
10.5.2.3;20.2.3 Tracking;273
10.5.2.4;20.2.4 Device Selection;274
10.5.2.5;20.2.5 Management Information;274
10.5.3;20.3 What Does Benefit Achievement Mean?;275
10.5.3.1;20.3.1 Productivity Gains;275
10.5.3.2;20.3.2 Customer Service Improvements;276
10.5.3.3;20.3.3 Faster Invoicing;276
10.5.3.4;20.3.4 Standardisation;277
10.5.3.5;20.3.5 The Implementation of a Service Policy and Customer Priorities;277
10.5.3.6;20.3.6 Better Quality Work;278
10.5.3.7;20.3.7 A Better Understanding of the Real Performance of the Organisation;278
10.5.4;20.4 Understanding Existing Processes;279
10.5.5;20.5 Selecting Suppliers and Products;279
10.5.6;20.6 Piloting and Implementing;280
10.5.7;20.7 Summary;282
11;References;283
12;Index;299