e-Operations Management

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.

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.

Contents

Chapter 1: Welcome to the World of E-Operations!
Chapter 2: Introduction to Operations Management
Chapter 3: The Pure E-Operations Model: Requirements Definition and Quality Metrics
Chapter 4: Hybrid E-Operations Model: Requirements Definitions and Quality Metrics
Chapter 5: E-Operations: The View from the Inside
Chapter 6: Interpreting Operational Results and Improving Business Performance
Chapter 7: Incorporating E-Operations into the Organization

Appendix A: E-Operations Audit
Appendix B: Summary of E-Operations Requirements
Appendix C: Compendium of E-Operations Quality Metrics

Index