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Purchase Benefits
What is included with this book?
Defining and Understanding Service Chain Management | p. 1 |
Introduction | p. 1 |
Book Objectives | p. 2 |
Challenges in Service Operations | p. 3 |
Key Success Factors in Services | p. 4 |
Developing a Blueprint for Service Chain Management | p. 7 |
Automating Scheduling and Dispatching | p. 7 |
Movingto Advanced and Systematic Planning | p. 8 |
FOS: An Example Suite for Integrated Service Chain Management | p. 9 |
Contrasting with Supply Chain Management | p. 10 |
The Broader Picture Across Verticals | p. 12 |
Technologies for Services and Book Structure | p. 13 |
The Emergence of Digital Services and Chains | p. 14 |
Summary | p. 17 |
Customer Service: Emerging Requirements and Trends | p. 19 |
Introduction | p. 19 |
Emerging Trends | p. 20 |
Becoming a Real-Time Enterprise | p. 21 |
Making Service Personal | p. 22 |
Exploiting Customer Analytics | p. 23 |
Engendering Customer and Employee Advocacy | p. 25 |
Becoming a Knowledge-Driven Service Enterprise | p. 26 |
Opening-up the Enterprise | p. 27 |
Summary | p. 28 |
Resource Planning | |
Strategic Resource Planning | p. 35 |
Introduction | p. 35 |
The Case for Strategic Resource Planning | p. 36 |
Characterising the Strategic Resource Planning Process | p. 37 |
Barriers to Implementing an Automated Strategic Resource Planning System | p. 40 |
Demand Management | p. 40 |
Supply Management and Planning | p. 42 |
Variance Analysis, Recommendations and Reports | p. 44 |
Enablers and Planning Environment | p. 46 |
A Framework for Implementing an Automated Strategic Planning System | p. 47 |
Summary | p. 49 |
Forecasting and Demand Planning | p. 51 |
Introduction | p. 51 |
Demand Forecasting and Planning | p. 51 |
Challenges in Demand Forecasting | p. 53 |
The Forecasting Process | p. 54 |
Data Analysis and Interpretation | p. 54 |
Forecasting Methods | p. 56 |
Forecasting Measures | p. 60 |
Understanding Forecasting Impact on Demand Planning | p. 62 |
Unprecedented Events and Risk Mitigation | p. 63 |
Summary | p. 64 |
Tactical Resource Planning and Deployment | p. 65 |
Introduction | p. 65 |
Defining Tactical Resource Planning | p. 66 |
Challenges in Engineering a Tactical Resource Planning System | p. 68 |
Decision Making in Tactical Resource Planning | p. 68 |
Automation and Optimisation | p. 70 |
Visibility and Control | p. 70 |
Integration in the Service Chain | p. 71 |
Optimising the Tactical Resource Planning Process | p. 71 |
Fundamental Decisions | p. 71 |
Plan Optimisation Techniques | p. 72 |
A Case Study | p. 74 |
Summary | p. 76 |
Network Planning for Telecom and Utilities | p. 79 |
Introduction | p. 79 |
The Planning and Design Process | p. 81 |
Automating Network Design | p. 83 |
Optimisation of Telecommunication Network Design | p. 84 |
Network Tiers | p. 87 |
Network Layers | p. 89 |
Summarising Network Optimisation | p. 90 |
Applications of Network Optimisation Within Network Utilities | p. 90 |
Summary | p. 93 |
Reservation Management and Resource Scheduling | |
Reservation Management and Resource CRM | p. 99 |
Introduction | p. 99 |
A Brief Overview of the Use of Reservation Management Systems | p. 100 |
Business and Technical Challenges in Implementing a Reservation Management System | p. 101 |
Strategies for Implementing a Reservation Management System | p. 102 |
The Strategic Level | p. 102 |
The Tactical Level | p. 103 |
The Operational Level | p. 105 |
Key Technologies | p. 107 |
Summary | p. 107 |
Demand Pricing and Revenue Management | p. 109 |
Introduction | p. 109 |
Old Ideas - New Methodologies | p. 110 |
Revenue Management - Techniques and Technology | p. 111 |
Basic Principles | p. 111 |
Revenue Management Systems | p. 114 |
RM - Theory and Practice | p. 116 |
Theory Outline | p. 116 |
Industry Adopters | p. 122 |
Summary | p. 122 |
Further Reading | p. 123 |
Personnel Shift Scheduling and Rostering | p. 125 |
Introduction | p. 125 |
General Description | p. 126 |
Staffing | p. 127 |
Shift and Roster Design | p. 129 |
Shift and Roster Allocation | p. 132 |
The Family of Approaches | p. 134 |
Solutions to Staffing Problems | p. 134 |
Solutions to Shift Design and Shift Allocation | p. 135 |
Summary | p. 137 |
Work Allocation and Scheduling | p. 139 |
Introduction | p. 139 |
Challenges in Work Allocation and Scheduling | p. 140 |
Data Availability | p. 140 |
Responsiveness and Flexibility | p. 140 |
Scale and Complexity | p. 141 |
A General Description of Work Allocation Problems | p. 142 |
Main Concepts Found in Work Allocation | p. 143 |
The Dynamic Nature of the Problem | p. 145 |
Variants of Work Allocation Problems | p. 146 |
The Family of Approaches | p. 147 |
Exact Searches | p. 147 |
Approximate Searches | p. 148 |
Implementing Work Allocation and Scheduling | p. 148 |
Rescheduling and Disruption Management | p. 150 |
Mobility Support | p. 151 |
Summary | p. 152 |
People and Attendance Management | p. 153 |
Introduction | p. 153 |
What is People and Attendance Management? | p. 154 |
People | p. 155 |
Attendance | p. 155 |
Absence | p. 156 |
Maintaining the Mix Between a Fully Automated System and People Involvement | p. 157 |
Current Practices in People and Attendance Management | p. 157 |
Analysing the Market Segment for Attendance Management158 | |
Dealing with Attendance in Organisations | p. 158 |
Implementing People and Attendance Management | p. 159 |
People Management | p. 159 |
Attendance Management | p. 160 |
Absence Management | p. 160 |
Future Trends | p. 162 |
Mobility and Office Solutions | p. 162 |
Shift Bidding | p. 163 |
Plan-Driven Attendance Management | p. 164 |
Summary | p. 165 |
Process, Communications and Information | |
Flexible Workflows | p. 171 |
Introduction | p. 171 |
What is Workflow and Workflow Support? | p. 172 |
Leavitt's Diamond | p. 172 |
A Socio-Cognitive Perspective | p. 172 |
Agents in a Workflow | p. 173 |
Control Flow | p. 173 |
Why Are Workflow Support Tools Useful? | p. 173 |
Previous Approaches | p. 174 |
Workflow Management Systems | p. 174 |
Running Workflows | p. 174 |
Transactional Model | p. 174 |
Workflow Modelling | p. 175 |
Summary | p. 175 |
Contemporary Approaches | p. 176 |
Why Enterprises Need Service-Oriented Architectures? | p. 176 |
Workflow Specification Languages | p. 176 |
Modern Architectural Styles | p. 178 |
Recovery Mechanisms and Techniques | p. 182 |
Summary | p. 185 |
Personalised Communications | p. 187 |
Introduction | p. 187 |
Service Delivery Architectures and Platforms | p. 188 |
UC Services | p. 188 |
The Principles and Elements of SDPs | p. 190 |
SIP Technologies | p. 193 |
An Overview of SIP | p. 193 |
SIP Deployments | p. 195 |
SIP Application Creation | p. 196 |
SIP Application Orchestration | p. 197 |
Communications Personalisation and Feature-Oriented Engineering | p. 198 |
Feature-Based Personalisation | p. 199 |
Feature-Oriented Architectures | p. 200 |
Summary | p. 202 |
Predictive Customer Analytics and Real-Time Business Intelligence | p. 205 |
Introduction | p. 205 |
Customer Analytics | p. 206 |
Predicting Customer Events | p. 207 |
Customer Satisfaction and Loyalty | p. 208 |
Real-Time Business Intelligence | p. 208 |
A Consolidated Semantic Data Layer | p. 210 |
Analytical Performance Frameworks | p. 211 |
Monitoring Performance | p. 213 |
Learning Relationships | p. 213 |
What-If-Scenarios, Target Optimisation and Prediction | p. 214 |
Summary | p. 214 |
The Agile Delivery of Service Chain Management Solutions | p. 215 |
Introduction | p. 215 |
The Need for Agile Delivery | p. 215 |
Challenges in Realising Agile Delivery | p. 216 |
Realising Agile Delivery | p. 217 |
The Development Strategy | p. 217 |
The Adaptive Service Development Approach | p. 220 |
Managing Agile Delivery | p. 223 |
Summary | p. 223 |
The Future Service Chain | |
Collaborative Demand Forecasting in Service Chains | p. 229 |
Introduction | p. 229 |
What is Collaborative Forecasting? | p. 229 |
Challenges in Collaborative Forecasting | p. 230 |
The Objectives of Collaborative Forecasting | p. 231 |
The Collaborative Forecasting Framework | p. 232 |
Learning from Product Supply Chains | p. 235 |
Summary | p. 237 |
Business to Business Online Revenue Management | p. 239 |
Introduction | p. 239 |
The Impact of Internet and E-Commerce on Service Industries | p. 239 |
The Logistics Service Chain: An Example Case of B2B E-Commerce Impact | p. 241 |
Flexible Pricing in E-Commerce | p. 242 |
Online Auctions | p. 244 |
Reverse Auctions | p. 244 |
Quantity Pricing | p. 244 |
Pricing Matching | p. 245 |
Group Pricing | p. 245 |
Trading Exchanges | p. 245 |
Foundations of Online Revenue Management | p. 246 |
Models and Algorithms for Online Revenue Management | p. 248 |
Summary | p. 250 |
Electronic Marketplaces and Resource Exchanges | p. 251 |
Introduction | p. 251 |
Electronic Marketplaces | p. 251 |
Agents and Marketplaces | p. 252 |
Partnership Formation | p. 252 |
Brokering | p. 253 |
Negotiation | p. 253 |
Auctions in B2B eCommerce | p. 254 |
Resource Exchanges for Service Chain Management | p. 255 |
Business Scenarios for Resource Exchanges | p. 256 |
Resource Exchange Using a Central Exchange Agent | p. 256 |
Distributed Agent-Based Resource Exchange | p. 258 |
A Central Auctioneer-Based Marketplace | p. 259 |
Technologies for Implementation | p. 260 |
Summary | p. 261 |
Multi-Agent Systems for Staff Empowerment | p. 263 |
Introduction | p. 263 |
A Workforce Scheduling Problem | p. 264 |
How to Achieve the Goals? | p. 265 |
Handling Multiple Objectives | p. 266 |
How to Generate a Pareto Set of Schedules? | p. 267 |
Self-Interested Multi-Agent Scheduling | p. 268 |
RECONNET - Local Search over Schedules | p. 269 |
Dynamic Scheduling | p. 270 |
Research Frontier | p. 270 |
Summary | p. 272 |
Epilogue | |
A Practical Guide to Benefit Realisation | p. 275 |
Introduction | p. 275 |
What Does Automation Mean? | p. 275 |
The Scheduler | p. 276 |
The Mobile Platform | p. 276 |
Tracking | p. 276 |
Device Selection | p. 277 |
Management Information | p. 277 |
What Does Benefit Achievement Mean? | p. 278 |
Productivity Gains | p. 278 |
Customer Service Improvements | p. 279 |
Faster Invoicing | p. 279 |
Standardisation | p. 280 |
The Implementation of a Service Policy and Customer Priorities | p. 280 |
Better Quality Work | p. 281 |
A Better Understanding of the Real Performance of the Organisation | p. 281 |
Understanding Existing Processes | p. 282 |
Selecting Suppliers and Products | p. 282 |
Piloting and Implementing | p. 283 |
Summary | p. 285 |
Index | p. 303 |
Table of Contents provided by Publisher. All Rights Reserved. |
The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.
The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.