Publisher's Synopsis
Service management is integrated into supply chain management. It is placed at the intersection between the actual sales and the customer point of view. It aims to optimize the service-intensive supply chains. They require larger inventories and tighter integration with third parties and field service. The most important components of service management are service strategy and service offerings, customer management, assets maintenance, task scheduling, event management, field force effectiveness, and spare parts management. The benefits of service management include reduction in high costs, increase in service revenue, optimization of customer service quality and reduction in inventory levels of service parts. This book is compiled in such a manner, that it will provide in-depth knowledge about the theory and practice of service management. Most of the topics introduced herein cover new techniques and the applications of this field. This book is a complete source of knowledge on the present status of this important field.
