Service Chain Management
Technology Innovation for the Service Business
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Beschreibung
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. 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 latest research as well as practical experience from BT, one of the largest European service providers. 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 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, makes this an indispensable read for managers and system architects in the service industry.
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
Autor*in
Christos Voudouris
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From the reviews:
“Service Chain Management: Technology Innovation for the Service Business … is a collected volume examining the management of a service company. The authors provide the reader with tools to both understand and manage a service company, and thus may appeal to a wider audience … . The book is interesting for two reasons: it brings together in a single volume issues are often treated separately and includes perspectives from both academia and industry, primarily BT. … recommend it to the library.” (Jason Whalley, Communication Booknotes Quarterly, Vol. 41 (1), January-March, 2010)
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