Service Chain Management Technology Innovation for the Service Business
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...
| Main Authors: | , , , |
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| Format: | eBook |
| Language: | English |
| Published: |
Berlin, Heidelberg
Springer Berlin Heidelberg
2008, 2008
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| Edition: | 1st ed. 2008 |
| Subjects: | |
| Online Access: | |
| Collection: | Springer eBooks 2005- - Collection details see MPG.ReNa |
Table of Contents:
- 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