9780077841201

MP Service Management with Service Model Software Access Card

by ;
  • ISBN13:

    9780077841201

  • ISBN10:

    0077841204

  • Edition: 8th
  • Format: Package
  • Copyright: 1/22/2013
  • Publisher: McGraw-Hill Education

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Supplemental Materials

What is included with this book?

  • The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.
  • The Used and Rental copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.

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

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