Addison Wesley -
Services Blueprint: Roadmap for Execution.
19.10.2003







Services Blueprint: Roadmap for
Executionby Ravi Kalakota, Marcia
Robinson ISBN:
0-321-15039-2, 384 Pages,
June 2003
The trend is
clear: Corporations are increasingly relying on
technology-enabled services to gain a competitive edge.
E-Commerce ->
e-business ->
e-services ->
multi-channel services Industry leaders
and followers alike are digitizing services in order to become
more customer-driven and process-centric. To execute this
service digitiza-tion strategy, managers must learn to
effectively translate business imperatives into multi-channel
services processes, applications, and infrastructure.

Services Blueprint: Roadmap
for Execution reveals how managers can plan, analyze,
and execute a coherent services strategy without getting lost
in a sea of technical buzzwords. Services
Blueprint begins by introducing and defining the
concept of services digitization and the two components-focal
points and service platforms-required to execute it
effectively. The authors then examine the different
blueprints: multi-channel customer relationship management,
spend management, supply chain management, human capital
management, and product lifestyle management. Throughout the
book, case studies illustrate key insights and best practices
as companies evolve their execution focus:
Enterprise Applications
-> Web Services
-> Composite
Applications ->
Services



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