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Services Blueprint


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Table of Contents



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.


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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