Recognizing a growing need for service engineering to be taught at the college level, this textbook is devised to help in training future service systems engineers and enable them to become more effective in contributing to the needs in strategic differentiation and operational excellence of service enterprises. It addresses broad-based concepts, skills, and capabilities, including creative thinking and innovations in services. A reliable assistant for students studying this field, Service Systems Management and Engineering supplies all the necessary tools to foster learning in this field.

C. M. Chang is on the faculty of the Department of Industrial and Systems Engineering at the State University of New York at Buffalo in Buffalo, New York.

Dedication Page
Preface
Acknowledgements
Introduction
Introduction
Services Versus Products
Service Sectors
System-Integrative View of Service Enterprises
Service Systems Engineering
Skill Sets For Service Systems Professionals
Roles Of Technologists Versus Managers/Leaders
Preparation Of Service Systems Engineers/Leaders For The 21St Century
Challenges In The New Millennium
Conclusions
References
Appendices
Questions
The Functions of Engineering Management
Planning
Introduction
New Business Technology Trends
Type of Planning
Strategic Planning
Participants in The Planning Process
Planning Roles of Engineering Managers
Tools for Planning
Planning Activities
Some Specific Advice on Planning
Planning In Healthcare Industry
Conclusions
References
Questions
Organizing
Introduction
The Concpet of Structure Following Strategy
Activites of Organizing
Organizing One'S Own Workplace for Productivity
Developing Organizational Structure
Enhancing Corporate Perfromance by Organizing - Examples
Cross-Functional Teams
Delegating
Establishing Working Relationships
Informal Organizations
Conclusions
References
Appendix- Definitions
Questions
Leading
Introduction
Leading Activities
Deciding
Communicating
Motivating
Selecting Engineering Employees
Developing People
Special Topics on Leading
Conclusions
References
Appendices
Questions
Controlling
Introduction
Setting Performance Standards
Benchmarking
Talent Management
Means of Control
General Comments
Control of Management Time
Control of Personnel
Control of Business Relationships
Control of Projects
Control of Quality
Control of Knowledge
Conclusions
References
Questions
Business Fundamentals for Service Systems Engineers and Leaders
Cost Accounting and Control
Introduction
Service/Product Costing
Application of Abc In Various Sercie Sectors
Application of Abc In Manufacturing Sector
Target Costing
Risk Analysis and Cost Estimation Under Uncertainty
Management of Overhead Costs
Miscellanous Topics
Conclusions
References
Appendices
Questions
Financial Accounting and Management
Introduction
Financial Accounting Principles
Key Financial Statements
Fundamental of Financial Analysis
Balanced Scorecard
Capital Formation
Capital Asset Valuation
Conclusions
References
Appendices
Questions
Marketing Management
Introduction
The Function Of Marketing
Marekt Forecast - Four-Step Process
Market Segmentation
Marketing Mix (Seven P'S)
Customers
Other Factors Affecting Marketing Success
Conclusions
References
Appendices
Questions
Service Systems Management and Engineering Leadership in the New Millennium
Service Systems Management and Engineering Leaders
Introduction
New Competency Model For Service Leaders
Total Leadership
Leading Change
Leadership Styles, Skills And Attribures
Leaders And Managers
Factors Affecting The Promotion To Manager
Leadership Skills For The 21St Century
Unique Contributions Expected Of Ssme Leaders
Career Strategies For The 21st Century
"Take-Charge" To"Get Success"
Conclusion
References
Appendices
Questions
Ethics in Service Systems Management and Engineering
Introduction
Ethics In The Workplace
Guidelines For Making Tough Ethical Decisions
Corporate Ethics Programs
Affirmative Action And Workforce Diversity
Global Issues Of Ethics
Philosophical Approach Addressing Ethics Issues
Conclusions
References
Questions
Knowledge Management
Introduction
Basics Of Knowledge Management (KM)
Management Of Km Programs
Knowledge Management Practices In Services And Manufacturing Sectors
New Frontiers Of Knowledge Management
Conclusions
References
Questions
Innovations in Services
Introduction
Creativity And Creatve Thinking Strategies
Fundamentals Of Innovations
Management Of Innovations
Selected Innovation Practices In The Service Sectors
Conclusions
7 References
Appendices
Questions
Operational Excellence
Introduction
The New Revolution In Productivity
Lean Six Sigma For Services
Web-Based Applications For Service Management
Web Services
Service-Oriented Architecture (SOA)
Conclusions
References
Questions
Globalization
Introduction
Global Trade And Commerce
The Great Philosophical Debates About Globalization
New Opportunities Offered By Globalization
Preparation For Globalization
Past Practices Related To Globalization
Developing Global Strategies For Service Businesses
Future Trends
The Global Challenges Ahead
Conclusions
Summary Remarks For The Text
References
Questions
Appendix - Business Cases Related to Services
Index
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