E-Operations Management

Patricia M Janenko Pat Janenko

ISBN 10: 0814406750 / ISBN 13: 9780814406755

Published by American Management Association, 2001

About this Item

pp. x + 340.

Seller Inventory # 263159392

Bibliographic Details

• Title: E-Operations Management
• Publisher: American Management Association
• Publication Date: 2001
• Language: English
• ISBN 10: 0814406750
• ISBN 13: 9780814406755
• Binding: Hardcover
• Condition: Used

About this title

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.