Service Automation

Author : Jan-Willem Middelburg
Publisher : Van Haren
Page : 183 pages
File Size : 50,5 Mb
Release : 2017-01-01
Category : Education
ISBN : 9789401800631

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Service Automation Framework by Jan-Willem Middelburg Pdf

Service Automation is the concept of achieving customer loyalty by the use of automated technologies and builds upon a large demographic and sociological trend. We are the self-service generation, who are able to make our own decisions. The self-service generation is nowadays used to search, evaluate and purchase products online for a number of years now.This book will give you deep insight into the concept of Service Automation, the concept by which you can automate customer service in your organization. If you adequately apply Service Automation in your organization, you will see both employee and customer satisfaction rise and significantly increase the number of people who ‘like’ your company.The Service Automation Framework (SAF®) has been created to find a methodical way to discuss Service Automation. It offers a simplistic version of any organization, which includes a number of processes that every organization can think of to systematically enhance its Service. As with any model, it is a simplified version of reality, but it structures the mind and provides uniform terminology when discussing the contents with co-workers and colleagues. Nothing more, nothing less. We encourage you to adapt and apply the model in any way that you see fit and which helps you and your organization.This book is intended for anyone who has ever experienced that the level of Service in his organization can be increased and is looking for guidance on a step-by-step model to achieve this, whether you are an entrepreneur, executive, consultant or work in the field of academia.

Author : Leslie Willcocks,Mary Cecelia Lacity
Publisher : Unknown
Page : 303 pages
File Size : 54,8 Mb
Release : 2016-02
Category : Automation
ISBN : 0956414567

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Service Automation by Leslie Willcocks,Mary Cecelia Lacity Pdf

The hype and fear, globally, that surrounds service automation, robots and the future of work need to be punctured by in-depth research. This book, by Professors Leslie Willcocks and Mary Lacity, captures a year's worth of learning about service automation based on a survey, in-depth client case studies, and interviews with service automation clients, providers, and advisors. The authors cleverly embed today's empirical lessons into the broader history and context of automation, as a vital key in understanding the fast-rising phenomenon of service automation. The authors give a balanced, informed and compelling view on gaining the many benefits, as well as managing the downsides, of present and future technologies. The book has a number of key selling points: The authors are globally recognised for outstanding, world-class research; the book describes types of automation and gives evidence for multiple business benefits; in-depth case studies are included - from clients, providers and advisors of service automation; 25 key lessons are given, on how to deploy service automation in the workplace and there is a focus on the future of work, including robotic process automation, with valuable predictions and critique.

Author : Gustaf Juell-Skielse,Ida Lindgren,Maria Åkesson
Publisher : Springer Nature
Page : 230 pages
File Size : 47,7 Mb
Release : 2022-03-14
Category : Business & Economics
ISBN : 9783030926441

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Service Automation in the Public Sector by Gustaf Juell-Skielse,Ida Lindgren,Maria Åkesson Pdf

This edited volume highlights the latest advances in and findings from research on service automation in public sector organizations. The contributing authors use a mix of social and technological approaches to increase readers’ understanding of public service automation. The respective chapters discuss the automation of services in public organizations from a conceptual standpoint, present empirical examples of automation applications in public organizations, and consider the implementation-related challenges that can arise. The book’s overall goal is to aid and inspire researchers and practitioners to expand their knowledge of service automation in public organizations, while also providing a foundation for policy development and future research. Following a brief introductory chapter, the book addresses major gaps in our current understanding of service automation in public organizations, and provides suggestions for future research. Moreover, it argues that there is a continued need to observe and learn from empirical examples, and a need for more critical studies on the social and societal consequences of increased service automation in public organizations.

Author : Stanislav Ivanov,Craig Webster
Publisher : Emerald Group Publishing
Page : 296 pages
File Size : 46,6 Mb
Release : 2019-10-14
Category : Business & Economics
ISBN : 9781787566873

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Robots, Artificial Intelligence and Service Automation in Travel, Tourism and Hospitality by Stanislav Ivanov,Craig Webster Pdf

Using a combination of theoretical discussion and real-world case studies, this book focuses on current and future use of RAISA technologies in the tourism economy, including examples from the hotel, restaurant, travel agency, museum, and events industries.

Author : Anonim
Publisher : Unknown
Page : 496 pages
File Size : 52,9 Mb
Release : 1985
Category : Airplanes
ISBN : MINN:319510029475552

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Model 1 Flight Service Automation System by Anonim Pdf

Author : Christian Jacquenet,Gilles Bourdon,Mohamed Boucadair
Publisher : John Wiley & Sons
Page : 346 pages
File Size : 49,6 Mb
Release : 2008-04-15
Category : Technology & Engineering
ISBN : 0470035153

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Service Automation and Dynamic Provisioning Techniques in IP / MPLS Environments by Christian Jacquenet,Gilles Bourdon,Mohamed Boucadair Pdf

Save time & resources with this comprehensive guide to automation configuration for the value-added IP services of the future. As the Internet becomes the medium of choice for value-added IP service offerings such as TV broadcasting, videoconferencing, and Voice over IP, the ability of automating configuration processes has become a key challenge for service providers. In fact, this feature has become crucial with the ever-growing level of expertise required to deploy such services and the scope of the techniques that need to be activated in order to provide such services with a guaranteed level of quality. Service Automation and Dynamic Provisioning Techniques in IP/MPLS Environments: Discusses architectures and protocols for services information, covering the state-of-the-art in current implementations of Remote Authentication Dial-In User Service (RADIUS), Diameter, Common Open Policy Service (COPS), Simple Network Management Protocol (SNMP) and NETCONF Explains various application examples, covering the dynamic enforcement of QoS, security, and IP Traffic Engineering policies. Covers the automated production of MPLS-based VPNs. The authors offer an invaluable guide for IT facilitators, network managers, and researchers in industry and academia, as well as students studying advanced IP/MPLS networking communications courses. System designers and architects will also find this book helpful.

Author : Stanislav Ivanov,Craig Webster
Publisher : Emerald Group Publishing
Page : 361 pages
File Size : 54,9 Mb
Release : 2019-10-14
Category : Business & Economics
ISBN : 9781787566897

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Robots, Artificial Intelligence and Service Automation in Travel, Tourism and Hospitality by Stanislav Ivanov,Craig Webster Pdf

Using a combination of theoretical discussion and real-world case studies, this book focuses on current and future use of RAISA technologies in the tourism economy, including examples from the hotel, restaurant, travel agency, museum, and events industries.

Author : M. Papazoglou,Klaus Pohl,Michael Parkin,Andreas Metzger
Publisher : Springer
Page : 372 pages
File Size : 44,7 Mb
Release : 2010-12-15
Category : Computers
ISBN : 9783642175992

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Service Research Challenges and Solutions for the Future Internet by M. Papazoglou,Klaus Pohl,Michael Parkin,Andreas Metzger Pdf

S-Cube’s Foundations for the Internet of Services Today’s Internet is standing at a crossroads. The Internet has evolved from a source of information to a critical infrastructure which underpins our lives and economies. The demand for more multimedia content, more interconnected devices, more users, a richer user experience, services available any time and anywhere increases the pressure on existing networks and service platforms. The Internet needs a fundamental rearrangement to be ready to meet future needs. One of the areas of research for the Future Internet is the Internet of S- vices, a vision of the Internet where everything (e. g. , information, software, platforms and infrastructures) is available as a service. Services available on the Internet of Services can be used by anyone (if they are used according to the policies de?ned by the provider) and they can be extended with new services by anyone. Advantages of the Internet of Services include the p- sibility to build upon other people’s e?orts and the little investment needed upfront to develop an application. The risk involved in pursuing new business ideas is diminished, and might lead to more innovative ideas being tried out in practice. It will lead to the appearance of new companies that are able to operate in niche areas, providing services to other companies that will be able to focus on their core business.

Author : Jason E. Smith
Publisher : Reaktion Books
Page : 161 pages
File Size : 48,5 Mb
Release : 2020-12-09
Category : Social Science
ISBN : 9781789143171

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Smart Machines and Service Work by Jason E. Smith Pdf

In recent decades digital devices have reshaped daily life, while tech companies’ stock prices have thrust them to the forefront of the business world. In this rapid, global development, the promise of a new machine age has been accompanied by worries about accelerated joblessness thanks to new forms of automation. Jason E. Smith looks behind the techno-hype to lay out the realities of a period of economic slowdown and expanding debt: low growth rates and an increase of labor-intensive jobs at the bottom of the service sector. He shows how increasing inequality and poor working conditions have led to new forms of workers’ struggles. Ours is less an age of automation, Smith contends, than one in which stagnation is intertwined with class conflict.

Author : Nas?r, Süphan
Publisher : IGI Global
Page : 322 pages
File Size : 44,9 Mb
Release : 2015-03-31
Category : Business & Economics
ISBN : 9781466682320

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Customer Relationship Management Strategies in the Digital Era by Nas?r, Süphan Pdf

In today’s global economy, social media and technological advances have changed the way businesses interact with their clientele. With new forms of communication and IT practices, companies seek innovative practices for maintaining their consumer loyalty. Customer Relationship Management Strategies in the Digital Era blends the literature from the fields of marketing and information technology in an effort to examine the effect that technological advances have on the interaction between companies and their customers Through chapters and case studies, this publication discusses the importance of achieving competitive advantage through implementing relationship marketing practices and becoming consumer-centric. This publication is an essential reference source for researchers, professionals, managers, and upper level students interested in understanding customer loyalty in a technology-focused society.

Author : Judith S. Hurwitz,Robin Bloor,Marcia Kaufman,Fern Halper
Publisher : John Wiley & Sons
Page : 338 pages
File Size : 50,5 Mb
Release : 2009-05-11
Category : Computers
ISBN : 9780470529089

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Service Management For Dummies by Judith S. Hurwitz,Robin Bloor,Marcia Kaufman,Fern Halper Pdf

A plain-English guide to managing IT from the customer's perspective Practical guidance on delivering and managing IT so that it meets the multiple needs and demands of a company and its customers and end-users–both inside and outside the organization–is hard to come by; this accessible book takes a common-sense approach that explains exactly what IT services are and how to fit them most effectively into a business Topics include setting a framework, keeping costs down, improving efficiency, and maintaining standards and best practices This concept of how IT should be wired specifically into the goals and need of the company and its customers is part of a broader picture that includes ITIL, BPM, SOA, and Six Sigma

Author : Niall Richard Murphy,Betsy Beyer,Chris Jones,Jennifer Petoff
Publisher : "O'Reilly Media, Inc."
Page : 552 pages
File Size : 51,9 Mb
Release : 2016-03-23
Category : Electronic
ISBN : 9781491951170

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Site Reliability Engineering by Niall Richard Murphy,Betsy Beyer,Chris Jones,Jennifer Petoff Pdf

The overwhelming majority of a software system’s lifespan is spent in use, not in design or implementation. So, why does conventional wisdom insist that software engineers focus primarily on the design and development of large-scale computing systems? In this collection of essays and articles, key members of Google’s Site Reliability Team explain how and why their commitment to the entire lifecycle has enabled the company to successfully build, deploy, monitor, and maintain some of the largest software systems in the world. You’ll learn the principles and practices that enable Google engineers to make systems more scalable, reliable, and efficient—lessons directly applicable to your organization. This book is divided into four sections: Introduction—Learn what site reliability engineering is and why it differs from conventional IT industry practices Principles—Examine the patterns, behaviors, and areas of concern that influence the work of a site reliability engineer (SRE) Practices—Understand the theory and practice of an SRE’s day-to-day work: building and operating large distributed computing systems Management—Explore Google's best practices for training, communication, and meetings that your organization can use

Author : Dr. Panayiotis H. Ketikidis
Publisher : Emerald Group Publishing
Page : 185 pages
File Size : 44,6 Mb
Release : 2006
Category : Business logistics
ISBN : 9781846630804

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e-Technology and Manufacturing Enterprise Competitiveness by Dr. Panayiotis H. Ketikidis Pdf

This e-book on 'e-Technology and Manufacturing Enterprise Competitiveness' mainly comprises of selected papers presented at the 3rd International Workshop on Supply Chain Management and Information Systems (SCMIS2005), hosted by the South East European Research Centre (SEERC) - a collaborative venture of the University of Sheffield (UK) and Thessaloniki's CITY Liberal Studies (Greece) - Affiliated Institution of the University of Sheffield, on July 6 - 8 2005, in Thessaloniki, Greece. Past research on aspects of e-Technology tends to be fragmented. In today's digital economy, practitioners o.

Author : Management Association, Information Resources
Publisher : IGI Global
Page : 1806 pages
File Size : 44,6 Mb
Release : 2017-01-06
Category : Business & Economics
ISBN : 9781522517948

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Advertising and Branding: Concepts, Methodologies, Tools, and Applications by Management Association, Information Resources Pdf

Effective marketing techniques are a driving force behind the success or failure of a particular product or service. When utilized correctly, such methods increase competitive advantage and customer engagement. Advertising and Branding: Concepts, Methodologies, Tools, and Applications is a comprehensive reference source for the latest scholarly material on emerging technologies, techniques, strategies, and theories for the development of advertising and branding campaigns in the modern marketplace. Featuring extensive coverage across a range of topics, such as customer retention, brand identity, and global advertising, this innovative publication is ideally designed for professionals, researchers, academics, students, managers, and practitioners actively involved in the marketing industry.

Author : Rudolf Melik,Ludwig Melik,Albert S. Bitton,Gus Berdebes,Ara Israilian
Publisher : Wiley
Page : 436 pages
File Size : 48,5 Mb
Release : 2002-05-03
Category : Business & Economics
ISBN : 0471230189

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Professional Services Automation by Rudolf Melik,Ludwig Melik,Albert S. Bitton,Gus Berdebes,Ara Israilian Pdf

PRAISE FOR Professional Services Automation "SPO/PSA should be viewed by the market as a cost of doing business or, in other words, a competitive necessity for conducting business in the services economy." -Ted Kempf, Principal Analyst, Gartner "The depth and breadth of coverage is extraordinary. Any professional or firm considering the implementation of PSA must stop here first-to make a PSA decision without consulting this book first would be foolish." -Rick Freedman, author, The IT Consultant and The eConsultant "I have requested each and every department in my organization to look at their respective chapters for incredible insight and concrete solutions." -Jean Denis Talon, President and CEO, AXA "This is the reference book that you need to pick up and consider periodically as you plan, analyze, select, and roll out enterprise software." -Stuart Sackman, Vice President, ADP "This book is a perfect starting point for any organization wishing to improve their services delivery through the implementation of a PSA product. It provides a clear overview of all of the aspects to consider when evaluating PSA products as well as how to avoid the stumbling blocks to successful PSA implementation." -Michael Lines, PMP, Publisher, allPM.com-The Project Manager's Homepage "This guide addresses appropriately the subject of project management as an integral component of the PSA business environment-a sensible and pragmatic approach." -Lloyd Bartlett, P. Eng., MBA, PMP, Lecturer in Project Management, McGill University