Service Chain Management

Raphael Dorne
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Raphael Dorne: British Telecom

in Springer Books from Springer

Date: 2008
ISBN: 978-3-540-75504-3
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Chapters in this book:

Ch 1 Defining and Understanding Service Chain Management

Christos Voudouris

Ch 2 Customer Service: Emerging Requirements and Trends

P.D. O’Brien

Ch 3 Strategic Resource Planning

Gilbert Owusu, G. Anim-Ansah and M. Kern

Ch 4 Forecasting and Demand Planning

J. Malpass and M. Shah

Ch 5 Tactical Resource Planning and Deployment

M. Kern and Gilbert Owusu

Ch 6 Network Planning for Telecom and Utilities

A. Conway, T. Gilfedder and K. Poon

Ch 7 Reservation Management and Resource CRM

Y. Li

Ch 8 Demand Pricing and Revenue Management

Joern Meissner and A. Strauss

Ch 9 Personnel Shift Scheduling and Rostering

Raphael Dorne

Ch 10 Work Allocation and Scheduling

A. Liret and Raphael Dorne

Ch 11 People and Attendance Management

A. McCormick

Ch 12 Flexible Workflows

B Jennings and A. Finkelstein

Ch 13 Personalised Communications

David Lesaint and G. Papamargaritis

Ch 14 Predictive Customer Analytics and Real-Time Business Intelligence

D. Nauck, D. Ruta, M. Spott and B. Azvine

Ch 15 The Agile Delivery of Service Chain Management Solutions

P. Chhabra and S. Karamongikar

Ch 16 Collaborative Demand Forecasting in Service Chains

Muhammad Ibrahim Shah and P. Stubbings

Ch 17 Business to Business Online Revenue Management

F. Oliveira and R. Rana

Ch 18 Electronic Marketplaces and Resource Exchanges

B. Virginas

Ch 19 Multi-Agent Systems for Staff Empowerment

E.P.K. Tsang, B. Virginas, T. Gosling and W. Liu

Ch 20 A Practical Guide to Benefit Realisation

P. Cleaver

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DOI: 10.1007/978-3-540-75504-3

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