Service Chain Management

Christos Voudouris and his co-authors are leading BT's R&D in service and network optimisation. The team was formed in the mid-1990s and worked on developing technologies for the company's pioneering Work Manager system, which by 1998 was saving the company $150 million a year by automating and optimising the processes related to the company's extensive field service operations.

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.

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)

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)