Service Chain Management Technology Innovation for the Service Busin
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,
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Christos Voudouris · Gilbert Owusu Raphaël Dorne · David Lesaint
Service Chain Management Technology Innovation for the Service Business
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Christos Voudouris Gilbert Owusu Raphaël Dorne David Lesaint British Telecommunications plc Orion Building pp 1/12 Adastral Park, Martlesham Heath Ipswich, IP5 3RE United Kingdom [email protected] [email protected] [email protected] [email protected]
ISBN-13 978-3-540-75503-6
e-ISBN-13 978-3-540-75504-3
DOI 10.1007/978-3-540-75504-3 ACM Computing Classification (1998): K.6, H.4, J.1, J.7 Library of Congress Control Number: 2007936681 c 2008 Springer-Verlag Berlin Heidelberg This work is subject to copyright. All rights are reserved, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilm or in any other way, and storage in data banks. Duplication of this publication or parts thereof is permitted only under the provisions of the German Copyright Law of September 9, 1965, in its current version, and permission for use must always be obtained from Springer. Violations are liable to prosecution under the German Copyright Law. The use of general descriptive names, registered names, trademarks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. Cover design: KünkelLopka, Heidelberg Typesetting and Production: LE-TEX Jelonek, Schmidt & Vöckler GbR, Leipzig Printed on acid-free paper 987654321 springer.com
Foreword
Since the emergence of the digital networked economy, companies are undergoing significant changes in the way they manage their businesses. The technology revolution is bringing changes that will affect companies for decades to come. Service enterprises, being the engine of today’s Western economies, stand to be transformed the most. Digital service delivery over broadband networks on a global scale opens new horizons for service businesses and consumers creating not only new opportunities but also threats. BT’s response is: “Don’t just survive: thrive!” This book supports this message by presenting a range of technologies and methods that can be the source of innovation to help the services sector address its challenges and take advantage of its opportunities. BT is experiencing these challenges and opportunities first hand together with its service partners, customers and suppliers. Trends such as liberalisation of services and outsourcing have profoundly affected our industry and others by unbundling vertical service companies, giving rise to new and competitive service chains. By using modern digital communications these chains now span the globe from India and China into Europe and the US. With everincreasing customer expectations and a proliferation of service offerings, the management of these chains has become a priority for business leaders; this book can provide the
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