Service Management, Student Workbook An Integrated Approach to Supply Chain Management and Operations

by Haksever, Cengiz; Render, Barry

• ISBN13: 9780133088854
• ISBN10: 0133088855
• Edition: 1st
• Format: Paperback
• Copyright: 2013-06-13
• Publisher: FT Press

Summary

With this hands-on study guide to accompany the reference on integrating the many disciplines that comprise service operations management, authors Haksever and Render help students master all aspects of the field. Fully aligned with Service Management, this workbook-style book includes chapter learning objectives, chapter summaries, chapter questions, reviews of key terms and concepts, additional cases and examples, discussion questions, and more.

Author Biography

CENGIZ HAKSEVER (Lawrenceville, NJ), Professor of Operations Management at Rider University, has published in several leading journals, including International Journal of Information and Management Sciences and European Journal of Operational Research. He co-authored Service Management and Operations.

 

BARRY RENDER (Winter Park, FL) is Charles Harwood Distinguished Professor of Management Science at the Roy E. Crummer Graduate School of Business, Rollins College. He has taught at GWU, BU, and George Mason, where he chaired the Decision Science Department. He has worked for GE, McDonnell Douglas, and NASA. His ten textbooks include Operations Management, Service Management, and Introduction to Management Science.

Table of Contents

1. The Important Role Services Play in an Economy

2. The Nature of Services and Service Encounters

3. Customers: the Focus of Service Management

4. Globalization of Services

5. Service Strategy and Competitiveness

6. Ethical Challenges in Service Management

7. Technology and Its Impact on Services and Their Management

8. Design and Development of Services and Service Delivery Systems

9. Service Supply Chains and Their Management

10. Locating Facilities and Designing Their Layout

11. Managing Demand and Supply in Services

11A. Supplement - Queuing and Simulation

12. Service Quality and Continuous Improvement

12A. Supplement - Tools and Techniques of Total Quality Management

13. Service Productivity and Measurement of Performance

14. Management of Public and Private Nonprofit Service Organizations

15. Forecasting Demand for Services

16. Vehicle Routing and Scheduling

17. Project Management

18. Linear and Goal Programming Applications for Services

19. Service Inventory Systems