Professional Services Automation

PRAISE FOR Professional Services Automation "SPO/PSA should be viewed by the market as a cost of doing business or, in other words, a competitive necessity for conducting business in the services economy." -Ted Kempf, Principal Analyst, Gartner "The depth and breadth of coverage is extraordinary. Any professional or firm considering the implementation of PSA must stop here first-to make a PSA decision without consulting this book first would be foolish." -Rick Freedman, author, The IT Consultant and The eConsultant "I have requested each and every department in my organization to look at their respective chapters for incredible insight and concrete solutions." -Jean Denis Talon, President and CEO, AXA "This is the reference book that you need to pick up and consider periodically as you plan, analyze, select, and roll out enterprise software." -Stuart Sackman, Vice President, ADP "This book is a perfect starting point for any organization wishing to improve their services delivery through the implementation of a PSA product. It provides a clear overview of all of the aspects to consider when evaluating PSA products as well as how to avoid the stumbling blocks to successful PSA implementation." -Michael Lines, PMP, Publisher, allPM.com-The Project Manager's Homepage "This guide addresses appropriately the subject of project management as an integral component of the PSA business environment-a sensible and pragmatic approach." -Lloyd Bartlett, P. Eng., MBA, PMP, Lecturer in Project Management, McGill University

ISBN 0471230189   DEWEY edition DC21 ISBN13 9780471230182 (What's this?)   Pages 432 Publisher John Wiley and Sons Ltd   Volumes 1 Imprint John Wiley & Sons Inc   Weight (grammes) 812 Format Hardback   Published in New York Publication date 16 May 2002   Height (mm) 236 Non-book description xxii, 405 p. :   Width (mm) 161 Library of Congress 2002005234   Spine width (mm) 34 DEWEY 658.4012   Academic level Undergraduate, Postgraduate, Professional / Scholarly

		Foreword
		Preface
		Acknowledgments
Pt. 1		What Are PSA, SPO, ESM, SRM, ESA, and BPA?		1
Ch. 1		Managing the Service Supply Chain		3
Ch. 2		Streamlining Business Processes		13
Pt. 2		Section A. Professional Services Automation Components		45
Ch. 3		Opportunity Management		49
Ch. 4		Resource Management		59
Ch. 5		Project Management		75
Ch. 6		Purchasing Workflows		91
Ch. 7		Revenue and Cost Accounting		107
Ch. 8		Timesheet Management		119
Ch. 9		Labor Management		133
Ch. 10		Expense Management		143
Ch. 11		Invoicing		155
Ch. 12		Request and Issue Tracking		165
Ch. 13		Knowledge Management		187
Ch. 14		Performance Analysis		207
Pt. 2		Section B. Extended Components		223
Ch. 15		Customer/Partner Relationship Management		225
Ch. 16		Human Resource Management		235
Ch. 17		Complete Enterprise Accounting		251
Pt. 3		Selection and Implementation		263
Ch. 18		Evaluating a Professional Services Automation Solution		265
Ch. 19		A Best-of-Breed Approach		267
Ch. 20		Technology Considerations		271
		More...

"ACA...this book is worth readingACA..."(Project Manager Today, August 2002)

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