E-Operations Management

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.

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.