E-Operations Management: The Convergence of Production and E-Business by Patricia M. Janenko

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(Hardcover)

  • Pub. Date: November 2001
  • 224pp

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    Product Details

    • Pub. Date: November 2001
    • Publisher: AMACOM
    • Format: Hardcover, 224pp

    Synopsis

    Many books show how to design a good Web site, or examine the effects the Internet is having on business, but nothing has ever looked at how to plan and manage business processes in e-business; how to measure the necessary quality metrics; or how to identify the operational requirements...until now.

    Whether it's a pure e-business whose Web site is its storefront, or a hybrid company combining Internet strategy with a brick-and-mortar base, this book shows readers how to adapt traditional operations management for the electronic world. Packed with tables, graphs, flowcharts, and diagrams, the book provides a blueprint for the three most important production processes:

    pre-order * delivery * post-order customer management

    A complete examination of all levels of the electronic operation includes a discussion of such functions as customer service, technical infrastructure, and distribution management, as well as an E-Operations Management Audit to help readers evaluate their company's current operations structure.

    About the Author: Dr. Patricia Janenko (Seattle, WA) has over 30 years of management experience at AT&T. She is a consultant and teaches at the University of Washington.

    Soundview Executive Book Summaries

    While scores of books have covered the e-company from the marketing and strategic end, Janenko presents a detailed guide to managing the operations functions of the business - functions that include customer service and support, inventory management, distribution and logistics, product and service quality, and so forth. E-businesses still in the design and business planning phases and those up-and-running will both find valuable guidance here. Copyright (c) 2002 Soundview Executive Book Summaries

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