Download Advances in Services Innovations by Klaus-Peter Fähnrich, Thomas Meiren (auth.), Professor PDF

By Klaus-Peter Fähnrich, Thomas Meiren (auth.), Professor Dr.-Ing. Dieter Spath, Professor Dr.-Ing. habil. Dipl.-Math. Klaus-Peter Fähnrich (eds.)

The booklet records the cutting-edge in prone technological know-how. It combines contributions in carrier Engineering, provider administration and repair advertising and is helping to improve a roadmap for destiny R & D actions in those fields. The ebook is written for researchers in engineering and management.

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The results are requirement-solution combinations, which are more exact and more precise than the originally formulated service requirements. Since the processed service requirements could have changed while implementing the Progressive Abstraction, a new Plausibility Analysis has to be conducted. In the last step of the result section of the service development architecture, the processed requirements are compared with the characteristics of services already available on the market. For this evaluation, the Advanced Competitive Product Analyses has been identified as a suitable method (Hildebrandt and Klapper 2000).

Fig. 13. 4CallCenters. Dynamics of staffing level and performance 9 Some open research topics Here we discuss some important extensions of the models and methods presented above. We elaborate on several topics that are directly relevant to our current research, while others are only briefly reviewed. See Gans et al. [16] for an extensive review on research prospects in the area of call centers. 1 Cost and revenue analysis One can search for an optimal staffing level, given the trade-off between staffing cost, cost of customers' waiting and cost of abandonment.

According to Barney (1991) this is the case if the resources are rare, valuable and can neither be imitated nor substituted. A Value Chain Analysis helps to gather this input data (Sontow 2000). Result of this analysis with respect to the Barney criteria is a catalogue of sustainable and superior core capabilities and underlying resources. For gathering customer problems internal and external information sources can serve as input. e. sales or after-sales services usually have a huge amount of information about customer problems and customer needs.

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