Service Management: Operations, Strategy, and Information Technology with Student CD-Rom Mandatory Package

by FITZSIMMONS

• ISBN13: 9780072424195
• ISBN10: 0072424192
• Edition: 3rd
• Format: Hardcover
• Copyright: 2000-08-08
• Publisher: McGraw-Hill/Irwin

Summary

Service Management is the best-selling text in this market and includes compelling and current examples from the field of technology. The text has extensive coverage on global operations, and the need for continuous improvement in quality and productivity in the service industry. Service Management also does an excellent job of demonstrating how crucial functional areas of an organization such as marketing, strategic issues, operations and human behavior impact effective service management.

Table of Contents

PART ONE Understanding Services
The Role Of Services In An Economy	3	(18)
The Nature Of Services	21	(22)
Service Quality	43	(40)
Service Strategy	83	(26)
PART TWO Designing the Service Enterprise
New Service Development And Process Design	109	(34)
The Supporting Facility	143	(28)
Service Facility Location	171	(32)
The Service Encounter	203	(36)
Internet Service	239	(22)
PART THREE Managing Service Operations
Forecasting Demand for Services	261	(28)
Managing Waiting Lines	289	(44)
Queuing Models and Capacity Planning	333	(32)
Managing Capacity and Demand	365	(38)
Managing Facilitating Goods	403	(36)
Service Supply Chain Management	439	(34)
Managing Service Projects	473	(40)
Linear Programming Applications in Services	513	(40)
PART FOUR Toward World-Class Service
Productivity and Quality Improvement	553	(48)
Growth and Expansion	601	(26)
Appendix A Areas of a Standard Normal Distribution	627	(1)
Appendix B Uniformly Distributed Random Numbers [0,1]	628	(1)
Appendix C Values of Lq for the M/M/c Queuing Model	629	(2)
Appendix D Equations for Selected Queuing Models	631	(4)
Indexes	635