Service Chain Management

Technology Innovation for the Service Business

  • Raphael Dorne
  • Christos Voudouris
  • David Lesaint
  • Gilbert Owusu

Table of contents

  1. Front Matter
    Pages i-xviii
  2. Defining and Understanding Service Chain Management

  3. Customer Service: Emerging Requirements and Trends

  4. Resource Planning

    1. Front Matter
      Pages 31-33
    2. Gilbert Owusu, G. Anim-Ansah, M. Kern
      Pages 35-49
    3. J. Malpass, M. Shah
      Pages 51-64
    4. M. Kern, Gilbert Owusu
      Pages 65-77
    5. A. Conway, T. Gilfedder, K. Poon
      Pages 79-93
  5. Reservation Management and Resource Scheduling

    1. Front Matter
      Pages 95-97
    2. J. Meissner, A. Strauss
      Pages 109-123
    3. Raphael Dorne
      Pages 125-138
    4. A. Liret, Raphael Dorne
      Pages 139-152
    5. A. McCormick
      Pages 153-165
  6. Process, Communications and Information

    1. Front Matter
      Pages 167-170
    2. B Jennings, A. Finkelstein
      Pages 171-185
    3. David Lesaint, G. Papamargaritis
      Pages 187-203
    4. D. Nauck, D. Ruta, M. Spott, B. Azvine
      Pages 205-214
    5. P. Chhabra, S. Karamongikar
      Pages 215-224
  7. The Future Service Chain

    1. Front Matter
      Pages 225-227
    2. M. Shah, P. Stubbings
      Pages 229-237
    3. F. Oliveira, R. Rana
      Pages 239-250
    4. E.P.K. Tsang, B. Virginas, T. Gosling, W. Liu
      Pages 263-272
  8. Epilogue

    1. Front Matter
      Pages 273-273
    2. P. Cleaver
      Pages 275-285
  9. Back Matter
    Pages 287-308

About this book


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, networks and other assets. The area is quite broad, covering field force and workforce automation, network and asset planning and also aspects of customer relationship management, human resources systems and enterprise resource planning. Furthermore, it addresses the key challenge of how all these technologies and systems are integrated into a cohesive blueprint.

In this book, Christos Voudouris and his group together with experts from industry and academia present the latest innovations and technologies used to manage the operations of a service company. The viewpoints presented are, based on the BT experience and on associated research and development in collaborating universities and partner companies. The focus is on real-world challenges and how technologies can be used to overcome practical problems in a "don’t just survive, thrive!" approach.

The unique combination of technologies, experiences and systems, looked at from the different perspectives of service providers and users and combined with advice on successful benefit realisation and agile delivery of solutions, makes this an indispensable read for managers and system architects in the service industry.


Change Enterprise Resource Planning Planning Workflow automation business business intelligence development human resources innovation management networks organization service-oriented computing technology

Authors and affiliations

  • Raphael Dorne
    • 1
  1. 1.Orion Building pp 1/12British TelecomIpswichUK

Editors and affiliations

  • Christos Voudouris
    • 1
  • David Lesaint
    • 1
  • Gilbert Owusu
    • 1
  1. 1.Orion Building pp 1/12British TelecomIpswichUK

Bibliographic information

Industry Sectors
Chemical Manufacturing
Finance, Business & Banking
IT & Software
Consumer Packaged Goods