Service Management, w. CD-ROM
Operations, Strategy, Information Technology
(Sprache: Englisch)
Offers a comprehensive introduction to service operations on the market. This book includes material on Professional Service Firms that highlights IBM's initiative to establish a Service Science, Management, and Engineering discipline. It also offers the...
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Offers a comprehensive introduction to service operations on the market. This book includes material on Professional Service Firms that highlights IBM's initiative to establish a Service Science, Management, and Engineering discipline. It also offers the information on Six-Sigma and RFID, as well as developments in other important industry topics.
Klappentext zu „Service Management, w. CD-ROM “
Balancing conceptual and applied coverage of all aspects of the management and operation of services, "Service Management" has maintained the position as market leader through five previous editions. It is the most comprehensive and widely used introduction to service operations on the market, written by one of the top authorities on the subject, and it is designed to develop students' skills in both strategic and operational issues pertaining to services. New material on Professional Service Firms highlights IBM's initiative to establish a Service Science, Management, and Engineering discipline. The Sixth Edition also offers the latest information on Six-Sigma and RFID, as well as recent developments in other important industry topics. Text coverage spans both qualitative and quantitative aspects of service management and offers flexibility in courses, offering varying approaches to the study of service operations. The ancillary package includes student CD-ROM and Website that includes self-test quizzes, video clips, ServiceModel Software, and the Mortgage Service Game.
Inhaltsverzeichnis zu „Service Management, w. CD-ROM “
PART I: Understanding Services 1: The Role of Services in an Economy 2: The Nature of Services 3: Service Strategy PART II: Designing the Service Enterprise 4: New Service Development 5: Technology in Services 6: Service Quality 7: Process Improvement (DEA supplement) 8: The Service Encounter 9: Supporting Facility and Process Flows 10: Service Facility Location PART III: Managing Service Operations 11: Managing Capacity and Demand 12: Managing Waiting Lines 13: Service Supply Relationships 14: Growth and Globalization of Services 15: Managing Projects PART IV: Quantitative Models for Service Management 16: Capacity Planning and Queuing Models (Computer Simulation) 17: Forecasting Demand for Services 18: Managing Facilitating Goods Appendices: Areas of a Standard Normal Distribution Uniformly Distributed Random Numbers [0,1] Values of Lq for the M/M/c Queuing Model Equations for Selected Queuing Models
Bibliographische Angaben
- Autoren: James A. Fitzsimmons , Mona J. Fitzsimmons
- 2008, 6th ed., XVII, 537 Seiten, mit zahlreichen Schwarz-Weiß-Abbildungen, Maße: 21,5 x 27,6 cm, Kartoniert (TB), Englisch
- Verlag: McGraw-Hill Higher Education
- ISBN-10: 0071263462
- ISBN-13: 9780071263467
Sprache:
Englisch
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