Christos Voudouris and his co-authors are leading BT’s R&D in service and network optimisation. The team was formed in the mid-1990s and worked on developing technologies for the company”s pioneering Work Manager system, which by 1998 was saving the company $150 million a year by automating and optimising the processes related to the company”s extensive field service operations. Technologies developed by the authors have also been incorporated in two spin-off companies and in software products from BT Global Services and others; they are currently used and benefiting in service companies world-wide. The authors are all recognised authorities in the subject of service optimisation, having won several national and international awards for their work from leading organisations such as INFORMS, the British Computer Society, and The Institution of Engineering and Technology.