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Services Blueprint
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Table of Contents



Foreword.


Preface.


1. From E-Business to Services: Why and Why Now?


2. Focal Points of Digitization.


3. Service Platforms: Enablers of Digitization.


4. Multi-Channel Customer Blueprint: Creating New Service Experiences.


5. Spend Management Blueprint: Enabling Supplier Management Services.


6. Supply Chain Blueprint: Creating an Adaptive Enterprise.


7. Employee-Centric Blueprint: Enabling Human Capital Management.


8. Product Innovation Blueprint: Enabling Product Lifecycle Management.


9. Vision to Execution: The Blueprint Methodology.


10. The Analysis and Design of New Services: Meso-Level Blueprint.


11. Making Digitization Happen: Micro-Level Technology Blueprint.


12. The Discipline of Execution: A Tale of Two Companies.


Endnotes.

About the Author

Marcia Robinson is the cofounder and president of e-Business Strategies. She has extensive experience in the service delivery and customer side of e-business for the financial services industry.

Dr. Ravi Kalakota is a pioneer in the area of e-commerce. He is the CEO of e-Business Strategies, a technology research and consulting practice, and has consulted extensively with start-ups and Fortune 1000 companies.



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