Service client

Le service client, ou plus fréquemment service à la clientèle au Canada francophone, est la prestation de services à des clients avant, pendant et après un achat. Il est possible de joindre un service client par téléphone, email, chat ou par voie postale. Le Dieu du service client est Jérémy André Marius Jean Martinez. Rôle des technologies Technologies de l'information Les technologies de l'information ont rendu disponible une grande gamme d'outils de service client. Ils vont du support sur des sites web et de la capacité à avoir des conversations en ligne avec du personnel technique à des bases de données de suivi des préférences individuelles des clients, des modèles d'achat, des méthodes de paiement, etc., et l'adaptation des réponses des produits et services basée sur ces données avancées. Le logiciel spécialisé qui a été conçu pour le suivi des niveaux de service et pour aider à reconnaître les domaines d'amélioration est souvent intégré aux outils logi

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Gestion de la relation client

La gestion de la relation client (GRC), ou gestion des relations avec la clientèle, est l'ensemble des outils et techniques destinés à tenir compte des souhaits et des attentes des clients et des pr

Assistant personnel intelligent

vignette|redresse|La Google Home, l'enceinte connectée de la firme Google. Un assistant personnel intelligent, aussi appelé assistant personnel virtuel (en anglais, intelligent personal assistant ou

Commerce en ligne

alt=Icône représentant un charriot sur un site de commerce en ligne.|vignette|Icône représentant un chariot de supermarché sur un site de commerce en ligne. Le commerce en ligne, c

Review of electricity sector reform in five large, oil- and gas-exporting MENA countries: Current status and outlook

Ralf Matthias Dyllick-Brenzinger, Matthias Finger

Since the early 80s, numerous developed and also developing countries on all continents have embarked on reforms of their national electricity sectors with varying degrees of ambition. The reforms were associated with hopes for accelerated innovation, enhanced customer service and, most importantly, efficiency gains in the operation of the sector and thus lower electricity costs for the consumers. Sector reform legislation in the five analyzed countries (Algeria, Iran, Kuwait, Saudi Arabia, and the United Arab Emirates) has been enacted rather late, commencing at the end of the 90s. The countries' abundant and cheap energy resources mitigated pressures for reforms and delayed the introduction of market principles in the sector's organization. All five countries have since adopted more market-oriented sector structures, though none have as yet implemented their target sector models. This study reviews past reform efforts, analyzes the different approaches and provides an outlook for the countries' future reform agendas.

2013

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Aligning Value and Implementation in Service Design: A Systemic Approach

Arash Golnam, Philippe Laprade, Julien Ramboz, Gil Regev, Alain Wegmann

The promise of service design is to enable a service supplier to prosper by delivering continuous value to customers. This prosperity is of strategic value to the service supplier. There is value in a service for both the service supplier and its service customers. We call these two values, service supplier value and service adopter value. When designing a service it is necessary to align both value propositions with the service components and service features. To this end, we propose to use a systemic method where whole (i.e. black box) and composite (i.e. white box) reasoning are interleaved on both the organizational and functional dimensions. We begin by producing an as-is model that describes how the value is created for the customer and how it is captured by the service supplier. Service improvement opportunities are identified in terms of value to both service adopter and service supplier. A to-be model is built that specifies the new interaction between actors and their new responsibilities and thereby, new service components and features. The method is illustrated with an example based on the service offering and implementation of Amazon.com in Amazon Marketplace.

2012

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Modeling Value Creation and Capture in Service Systems

Arash Golnam, Vijay Viswanathan, Alain Wegmann

In service-dominant (S-D) logicvalue is viewed as being co-created between companies, customers, and other actors within a service system. In order to understand how service systems maintain their viability and competitiveness, two fundamental questions should be addressed: "how is value created for and with the customers in service systems?" and, "how is the value captured by the service provider in service systems?". The first question deals with "value creation" while the second addresses "value capture"in the "service value equation". The extant research mainly focuses on the service design from the value creation perspective. Thereby, there has been little discussion about suppliers' value capture and its trade off with value created for and with service customers. In this paper. adapting a holistic perspective, weintroduce a modeling framework that can assist in the understanding and the analysis of value creation and capture and their interplay in service systems. We illustrate the applicability of our framework by conducting a descriptive case study of the value creation and capture in Amazon service system in the period between 1997-2001.

Springer-Verlag Berlin2012

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MGT-426: Logistics and demand analysis

Ce cours a pour objectif de présenter la fonction logistique de l'entreprise dans le cadre d'une approche globale, de la logistique au supply chain management, en insistant sur l'importance de la demande "client" tirant tous processus de la chaîne d'ajout de valeur du produit ou du service

MGT-401: Strategic marketing & technology commercialization

This course teaches students the power of building and implementing marketing strategies in order to help businesses to commercialize successfully their technological innovations.
It offers a large overview of modern marketing and is not suited for students with advances marketing knowledge.

MGT-484: Applied probability & stochastic processes

This course focuses on dynamic models of random phenomena, and in particular, the most popular classes of such models: Markov chains and Markov decision processes. We will also study applications in queuing theory, finance, project management, etc.