Technology Focus. Organizations that work with CSEE will have access to hardware and software developed by CSEE. In addition, companies will receive valuable technology training which will emphasize the benefit of strategic planning and tactical decision-making, assuring they are highly competitive within the service markets in which they operate.
R&D Agenda. The research and development agenda of CSEE is decided by the director working in conjunction with the Service Enterprise Engineering (SEE) Advisory Board and the faculty fellows of the center. The agenda is refined yearly. For the next four years (2008 through 2011) the focus areas for the center’s R&D activities will be:
1. Revenue Management: Enhancing the performance of for-profit enterprises through pricing, demand management, and resource allocation.
2. Customer Service Center Test Bed: Testing and training service for call centers that identifies the efficiency of each operator, as well as the team as a whole based on preset scenarios.
3. SMEs Collaboration: Identifying of opportunities for firms involved in separate markets to share costs and enhance efficiency.
4. Enterprise Innovations Modeling: Taking a closer look at the enablers and inhibitors to successful innovations in an organization and helping the organization transform to stay innovative.
5. User Satisfaction Modeling: Identifying what matters most when services are delivered and consumed.
6. Modeling and Sensing of Service Processes: Modeling the load placed on humans and computers in understanding the capacity of the service enterprise
7. Transportation and Logistics: The service enterprise perspective is to apply the tools mentioned above in order to eliminate inefficiency and enhance profits.
8. Process Modeling: Improving efficiency by managing process performance as measured by productivity, efficiency, and economic return.