9780077228491

Service Management: Operations, Strategy, Information Technology w/Student CD

by ;
  • ISBN13:

    9780077228491

  • ISBN10:

    0077228499

  • Edition: 6th
  • Format: Hardcover
  • Copyright: 10/5/2007
  • Publisher: McGraw-Hill/Irwin
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List Price: $229.84

Summary

Balancing conceptual and applied coverage of all aspects of the management and operation of services,Service Managementhas 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.

Author Biography

James A. Fitzsimmons is Seay Professor of Business Emeritus, McCombs School of Business, The University of Texas at Austin.

Table of Contents

Understanding Services
The Role of Services in an Economy
The Nature of Services
Service Strategy
Designing the Service Enterprise
New Service Development
Technology in Services
Service Quality
Process Improvement (DEA supplement)
The Service Encounter
Supporting Facility and Process Flows
Service Facility Location
Managing Service Operations
Managing Capacity and Demand
Managing Waiting Lines
Service Supply Relationships
Growth and Globalization of Services
Managing Projects
Quantitative Models for Service Management
Capacity Planning and Queuing Models (Computer Simulation)
Forecasting Demand for Services
Managing Facilitating Goods
Areas of a Standard Normal Distribution
Uniformly Distributed Random Numbers [0,1]
Values of Lq for the M/M/c Queuing ModelEquations for Selected Queuing Models
Table of Contents provided by Publisher. All Rights Reserved.

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