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Service orientation：winning strategies and best practices

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Bibliographic Details
Main Authors: Allen Paul R.
Group Author: Higgins Sam.
Published: Cambridge University Press,
Publisher Address: Cambridge, UK New York
Publication Dates: 2006.
Literature type: Book
Language: English
Subjects:
Customer services.
Support services (Management)
Organizational effectiveness.
Klantgerichtheid.
Dienstverlening.
Organisatieontwikkeling.
Service à la clientèle.
Services de soutien (Gestion)
Efficacité organisationnelle.
Carrier Form: xxiii, 336 p.: ill. ; 26 cm.
ISBN: 0521843367 (hbk.)
9780521843362 (hbk.)
Index Number: F270
CLC: F270.7
Call Number: F270.7/A428
Contents: Includes bibliographical references (p. 326-328) and index.
Overview -- Basics of service-orientation -- Execution management -- Business process management -- Business Architecture -- Service-oriented process redesign -- Gleaning business value -- Achieving business agility -- Service-oriented architecture -- Service-oriented architecture themes -- Service-oriented architecture policy -- Service design -- QoS infrastructure design -- Service-Oriented Management -- The big picture -- Service-level agreements -- Cultural factors -- Case Studies -- Queensland Transport: a case study in service-orientation -- Credit Suisse: a case study in service-orientation.

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