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Service Chain Management : Technology Innovation for the Service Business / by Raphael Dorne; edited by Christos Voudouris, David Lesaint, Gilbert Owusu

Contributor(s): Resource type: Ressourcentyp: Buch (Online)Book (Online)Language: English Series: SpringerLink BücherPublisher: Berlin, Heidelberg : Springer Berlin Heidelberg, 2008Description: Online-Ressource (digital)ISBN:
  • 9783540755043
Subject(s): Additional physical formats: 9783540755036 | Buchausg. u.d.T.: Service chain management. Berlin : Springer, 2008. XVIII, 308 S.DDC classification:
  • 650
  • 658.812
  • 658 22
  • 650
RVK: RVK: QQ 250 | QP 345 | ST 610LOC classification:
  • HF54.5-54.56
  • HF5415.5
DOI: DOI: 10.1007/978-3-540-75504-3Online resources:
Contents:
Front Matter; Defining and Understanding Service Chain Management; Customer Service: Emerging Requirements and Trends; Strategic Resource Planning; Forecasting and Demand Planning; Tactical Resource Planning and Deployment; Network Planning for Telecom and Utilities; Reservation Management and Resource CRM; Demand Pricing and Revenue Management; Personnel Shift Scheduling and Rostering; Work Allocation and Scheduling; People and Attendance Management; Flexible Workflows; Personalised Communications; Predictive Customer Analytics and Real-Time Business Intelligence
The Agile Delivery of Service Chain Management SolutionsCollaborative Demand Forecasting in Service Chains; Business to Business Online Revenue Management; Electronic Marketplaces and Resource Exchanges; Multi-Agent Systems for Staff Empowerment; A Practical Guide to Benefit Realisation; Back Matter
Summary: 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.PPN: PPN: 1646425561Package identifier: Produktsigel: ZDB-2-SBE
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