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9780073122588

Service Management: Operations, Strategy, Information Technology with Student CD

by
  • ISBN13:

    9780073122588

  • ISBN10:

    0073122580

  • Edition: 5th
  • Format: Hardcover
  • Copyright: 2005-01-27
  • Publisher: McGraw-Hill/Irwin

Note: Supplemental materials are not guaranteed with Rental or Used book purchases.

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Supplemental Materials

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Summary

Balancing conceptual and applied coverage of all aspects of the management and operation of services, this book has maintained the position as market leader through four 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 is designed to develop students' skills in both strategic and operational issues pertaining to services. New material on service out-sourcing highlights the importance of supply chain issues with services. In addition, discussion on the balanced scorecard and Six Sigma gives students the latest, most wide-ranging techniques for ensuring quality and evaluating long-term strategy planning. Coverage spans both qualitative and quantitative aspects of service management and offers flexibility in courses offering widely varying approaches to the study of service operations. The ancillary package includes student CD-ROM and Website that includes self-test quizzes, video clips, ServiceModel Software, and the Mortgage Service Game.

Table of Contents

Part I:UNDERSTANDING SERVICES

Chp. 1 The Role of Services in an Economy

Chp. 2 The Nature of Services

Chp. 3 Service Strategy

Part II:DESIGNING THE SERVICE ENTERPRISE

Chp. 4 New service Development

Chp. 5 Technology in Services

Chp. 6 Service Quality

Chp. 7 The Service Encounter

Chp. 8 The Supporting Facility

Chp. 9 Service Facility Location

Chp. 10 Managing Projects

Part III: STRUCTURING MANAGING SERVICE OPERATIONS

Chp. 11 Forecasting Demand for Services

Chp. 12 Managing Capacity and Demand

Chp. 13 Managing Waiting Lines

Chp. 14 Capacity Planning and Queuing Models

Chp. 15 Service Supply Relationships

Chp. 16 Managing Facilitating Goods

Chp 17 Growth and Globalization of Services

Appendix A:AREAS OF A 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

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, Rental and eBook 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.

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