Service Management
Operations, Strategy, Information Technology. International Student Edition
(Sprache: Englisch)
The eighth edition continues to acknowledge and emphasize the essential uniqueness of service management. The text is organized in four parts: Part One: Understanding Services , which provides a historical context as well as distinguishes the distinctive...
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Klappentext zu „Service Management “
The eighth edition continues to acknowledge and emphasize the essential uniqueness of service management. The text is organized in four parts: Part One: Understanding Services , which provides a historical context as well as distinguishes the distinctive characteristics of service operations; Part Two: Designing the Service Enterprise , which covers designing the service enterprise to support the competitive strategy; Part Three: Managing Service Operations that details topics such as Managing Capacity, Demand and Waiting Lines and Service Supply Relationships and; Part Four: Quantitative Models for Service Management that addresses forecasting and managing service inventory.
Inhaltsverzeichnis zu „Service Management “
PART ONE: Understanding ServicesChapter 1: The Service Economy
Chapter 2: Service Strategy
PART TWO: Designing the Service Enterprise
Chapter 3: New Service Development
Chapter 4: The Service Encounter
Chapter 5: Supporting Facility and Process Flows
Chapter 6: Service Quality
Chapter 7: Process Improvement
Supplement: Data Envelopment Analysis (DEA) 205
Chapter 8: Service Facility Location
PART THREE: Managing Service Operations
Chapter 9: Service Supply Relationships
Chapter 10: Globalization of Services
Chapter 11: Managing Capacity and Demand
Chapter 12: Managing Waiting Lines
Chapter 13: Capacity Planning and Queuing Models
Supplement: Computer Simulation
PART FOUR: Quantitative Models for Service Management
Chapter 14: Forecasting Demand for Services
Chapter 15: Managing Service Inventory
Chapter 16: Managing Service Projects
APPENDIX
Appendix A: Areas of Standard Normal Distribution
Appendix B: Uniformly Distributed Random Numbers [0, 1]
Appendix C: Values of Lq for the M/M/c Queuing Model
Appendix D: Equations for Selected Queuing Models
NAME INDEX
SUBJECT INDEX
Autoren-Porträt von James A. Fitzsimmons, Mona J. Fitzsimmons, Sanjeev K. Bordoloi
James Fitzsimmons received a B.S.E. in industrial engineering from the University of Michigan, an M.B.A. from Western Michigan University, and a Ph.D. with distinction from the University of California at Los Angeles. Dr. Fitzsimmons has held faculty appointments at UCLA, California State UniversityNorthridge, the University of New Mexico, Boston University Overseas Graduate Program, California Polytechnic State University at San Luis Obispo, and the Helsinki School of Economics and Business. His research in the area of emergency ambulance location won the Stan Hardy Award in 1983 for the best paper published in the field of operations management. A computer program, CALL, has been used worldwide to plan emergency ambulance systems. Dr. Fitzsimmons is a registered professional engineer in Michigan and has held industrial engineering positions at Corning Glass Works and Hughes Aircraft Company. He served in the U.S. Air Force as an officer in charge of base construction projects.
Bibliographische Angaben
- Autoren: James A. Fitzsimmons , Mona J. Fitzsimmons , Sanjeev K. Bordoloi
- 2013, 8th Ed., 544 Seiten, mit zahlreichen farbigen Abbildungen, mit Schwarz-Weiß-Abbildungen, Maße: 21,5 x 27,7 cm, Kartoniert (TB), Englisch
- Verlag: McGraw-Hill Higher Education
- ISBN-10: 1259010651
- ISBN-13: 9781259010651
Sprache:
Englisch
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