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Services Blueprint: Roadmap for Execution
"This book provides managers a strong, practical grounding in the concepts that are critical to understanding the transformation from front-end e-business to cross-enterprise services platforms."
- Dr. Peter Zencke
Member of the Executive Board
SAP AG
The trend is clear: E-commerce -> e-business -> e-services -> multi-channel services. Corporations are increasingly relying on technology-enabled services to gain a competitive edge. Industry leaders and followers alike are digitizing services in order to become more customer-driven and process-centric. To execute this service digitization 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 lifecycle management. The final section provides a detailed guide to putting a services blueprint together. Throughout the book, case studies illustrate key insights and best practices as companies evolve their execution focus from: enterprise applications -> Web Services -> composite applications -> services.
Drawing on their experience working with leading businesses, Kalakota and Robinson provide readers a roadmap of how to achieve differentiation through multi-channel services, translate business objectives into process models such as order-to-cash, and leverage enterprise application investments to create new -cross-enterprise service platforms. Services Blueprint clearly explains why some firms are better at digitizing their business processes and capturing value than others. |
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