Service Management: Operations, Strategy, Information Technology w/Student CD

by Fitzsimmons, James; Fitzsimmons, Mona

• ISBN13: 9780077228491
• ISBN10: 0077228499
• Edition: 6th
• Format: Hardcover
• Copyright: 2007-10-05
• Publisher: McGraw-Hill/Irwin

Summary

Balancing conceptual and applied coverage of all aspects of the management and operation of services,Service Managementhas maintained the position as market leader through five 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 it is designed to develop students' skills in both strategic and operational issues pertaining to services. New material on Professional Service Firms highlights IBM's initiative to establish a Service Science, Management, and Engineering discipline. The Sixth Edition also offers the latest information on Six-Sigma and RFID, as well as recent developments in other important industry topics. Text coverage spans both qualitative and quantitative aspects of service management and offers flexibility in courses, offering 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.

Author Biography

James A. Fitzsimmons is Seay Professor of Business Emeritus, McCombs School of Business, The University of Texas at Austin.

Table of Contents

Understanding Services

The Role of Services in an Economy

The Nature of Services

Service Strategy

Designing the Service Enterprise

New Service Development

Technology in Services

Service Quality

Process Improvement (DEA supplement)

The Service Encounter

Supporting Facility and Process Flows

Service Facility Location

Managing Service Operations

Managing Capacity and Demand

Managing Waiting Lines

Service Supply Relationships

Growth and Globalization of Services

Managing Projects

Quantitative Models for Service Management

Capacity Planning and Queuing Models (Computer Simulation)

Forecasting Demand for Services

Managing Facilitating Goods

Areas of a Standard Normal Distribution

Uniformly Distributed Random Numbers [0,1]

Values of Lq for the M/M/c Queuing ModelEquations for Selected Queuing Models

Table of Contents provided by Publisher. All Rights Reserved.