Service Chain Management
Service Chain Management
Technology Innovation for the Service Business
| <P>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.</P> |
Inhalt
<P>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.</P>
Bibliografische Angaben
Dezember 2007, 308 Seiten, Englisch
SPRINGER
9783540755043