9780077426972

Service Management with Premium Content Access Card

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  • ISBN13:

    9780077426972

  • ISBN10:

    0077426975

  • Edition: 7th
  • Format: Hardcover
  • Copyright: 3/19/2010
  • Publisher: McGraw-Hill/Irwin
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Summary

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. The Seventh 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 new edition is designed to develop students' skills in both strategic and operational issues pertaining to services.

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
Supporting Facility and Process Flows
Process Improvement
The Service Encounter
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
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
Index
Table of Contents provided by Publisher. All Rights Reserved.

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