Service Chain Management

1. Defining and Understanding Service Chain Management
Christos Voudouris

2. Customer Service: Emerging Requirements and Trends
P.D. O’Brien

I. Resource Planning

3. Strategic Resource Planning
Gilbert Owusu, G. Anim-Ansah, M. Kern

4. Forecasting and Demand Planning
J. Malpass, M. Shah

5. Tactical Resource Planning and Deployment
M. Kern, Gilbert Owusu

6. Network Planning for Telecom and Utilities
A. Conway, T. Gilfedder, K. Poon

II. Reservation Management and Resource Scheduling

7. Reservation Management and Resource CRM
Y. Li

8. Demand Pricing and Revenue Management
J. Meissner, A. Strauss

9. Personnel Shift Scheduling and Rostering
Raphael Dorne

10. Work Allocation and Scheduling
A. Liret, Raphael Dorne

11. People and Attendance Management
A. McCormick

III. Process, Communications and Information

12. Flexible Workflows
B Jennings, A. Finkelstein

13. Personalised Communications
David Lesaint, G. Papamargaritis

14. Predictive Customer Analytics and Real-Time Business Intelligence
D. Nauck, D. Ruta, M. Spott, B. Azvine

15. The Agile Delivery of Service Chain Management Solutions
P. Chhabra, S. Karamongikar

IV. The Future Service Chain

16. Collaborative Demand Forecasting in Service Chains
M. Shah, P. Stubbings

17. Business to Business Online Revenue Management
F. Oliveira, R. Rana

18. Electronic Marketplaces and Resource Exchanges
B. Virginas

19. Multi-Agent Systems for Staff Empowerment
E.P.K. Tsang, B. Virginas, T. Gosling, W. Liu

20. A Practical Guide to Benefit Realisation
P. Cleaver

DRM-restrictions

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Keywords: BUSINESS & ECONOMICS / Management Science BUS042000