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MP Service Management with Service Model Software Access Card,9780077841201
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MP Service Management with Service Model Software Access Card

by ;
Edition:
8th
ISBN13:

9780077841201

ISBN10:
0077841204
Format:
Package
Pub. Date:
1/22/2013
Publisher(s):
McGraw-Hill/Irwin
List Price: $259.20

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Summary

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.

Table of Contents

PART ONE: Understanding Services

Chapter 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



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