Loose Leaf for Service Management: Operations, Strategy, Information Technology

by Fitzsimmons, James; Fitzsimmons, Mona; Bordoloi, Sanjeev

• ISBN13: 9781260167146
• ISBN10: 1260167143
• Edition: 9th
• Format: Paperback
• Copyright: 2018-01-24
• Publisher: McGraw-Hill Education

Table of Contents

PART ONE Understanding Services

1 The Service Economy
2 Service Strategy

PART TWO Designing the Service Enterprise

3 New Service Development
4 The Service Encounter
5 Supporting Facility and Process Flows
6 Service Quality
7 Process Improvement
             - Supplement: Data Envelopment Analysis (DEA)
8 Service Facility Location

PART THREE Managing Service Operations

9 Service Supply Relationships
10 Globalization of Services
11 Managing Capacity and Demand
12 Managing Waiting Lines
13 Capacity Planning and Queuing Models
             - Supplement: Computer Simulation

PART FOUR Quantitative Models for Service Management

14 Forecasting Demand for Services
15 Managing Service Inventory
16 Managing Service Projects