Anzeige
Erschienen in:
2018 | OriginalPaper | Buchkapitel
1. Introduction
verfasst von : Henk Akkermans
Erschienen in: Service Operations Dynamics
Aktivieren Sie unsere intelligente Suche, um passende Fachinhalte oder Patente zu finden.
Wählen Sie Textabschnitte aus um mit Künstlicher Intelligenz passenden Patente zu finden. powered by
Markieren Sie Textabschnitte, um KI-gestützt weitere passende Inhalte zu finden. powered by
Abstract
Services are the dominant mode of generating value in our economy but their dynamics remain poorly understood. How to manage operations is still derived from physical production processes. However, services are different. Moreover, IT is fundamentally changing services. In such IT-enabled service supply chains, volatility of demand and supply become much, much greater. And so, the need to understand how they really work and how to manage them is only becoming greater. This chapter introduces these fundamental challenges. Key in managing IT-enabled service operations is coordinating simultaneously between multiple stakeholders. Internally, this needs to take between Sales and Operations, but also between frontoffice and backoffice, and with Innovations. Externally, coordination needs to take place of course with customers, but also with key suppliers and even governmental regulators.