This work looks at how to plan and manage business processes in e-business, how to measure the necessary quality metric, and how to identify the operational requirements. This book shows readers how to adapt traditional operations management for the electronic world. Using tables, graphs, flowcharts and diagrams the book provides a blueprint for the three most important production processes: pre-order, delivery and post-order customer management. It examines all levels of the electronic operation and 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 companies present operations structure.
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