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Service Chain Management

Technology Innovation for the Service Business

Christos Voudouris; Gilbert Owusu; Raphael Dorne; David Lesaint

978-3-540-75504-3

2008
Edition 1
- 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
€100

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