Adams, Elizabeth K. <br/><br/>
The lean communications provider :  surviving the shakeout through service management exellence /  [Book] : 
Elizabeth K. Adams, Keith J. Willetts. 
 - New York :  McGraw-Hill,  c1996. 
 - xix, 252 p. :  ill. ;  24 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/> Written by two of the world's foremost authorities on service management, this hands-on book gives you a front-row seat to one of the most significant business transformations in history. You'll not only understand the magnitude of the changes but you'll have a head start on winning the race. See how service management excellence can transform your operations; discover ways to minimize risk and protect your investment in technology; learn where automation, process flow-through, and systems integration can help your bottom line; and recognize pitfalls and how to avoid them. This highly readable guide is filled with scenarios, case studies, and anecdotes. It also contains information on worldwide industry collaborations such as the Network Management Forum's SMART, SPIRIT, and OMNI-Point programs. 
<br/><br/> All. 
<br/><br/><label>ISBN: </label>007070306X (h) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Telecommunication--Management.<br/>Telecommunication--Customer services.<br/>Telecommunication--Deregulation.<br/>Organizational effectiveness.
<br/><br/><label>Dewey Class. No.: </label>384.068