Service Management: Operations, Strategy, Information Technology
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Service Management: Operations, Strategy, Information Technology

Service Management: Operations, Strategy, Information Technology


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About the Book

Balancing conceptual and applied coverage of all aspects of the management and operation of services, Service Management has 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. The Seventh 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 new edition is designed to develop students' skills in both strategic and operational issues pertaining to services.

Table of Contents:
PART I: Understanding ServicesChapter 1: The Role of Services in an EconomyChapter 2: The Nature of ServicesChapter 3: Service StrategyPART II: Designing the Service EnterpriseChapter 4: New Service DevelopmentChapter 5: Technology in ServicesChapter 6: Service QualityChapter 7: Supporting Facility and Process FlowsChapter 8: Process ImprovementChapter 9: The Service EncounterChapter 10: Service Facility LocationPART III: Managing Service OperationsChapter 11: Managing Capacity and DemandChapter 12: Managing Waiting Lines Chapter 13: Service Supply RelationshipsChapter 14: Growth and Globalization of ServicesChapter 15: Managing ProjectsPART IV: Quantitative Models for Service ManagementChapter 16: Capacity Planning and Queuing Models (Computer Simulation)Chapter 17: Forecasting Demand for ServicesChapter 18: Managing Facilitating GoodsAppendices:Areas of a Standard Normal DistributionUniformly Distributed Random Numbers [0,1]Values of Lq for the M/M/c Queuing ModelEquations for Selected Queuing ModelsIndex

About the Author :
James Fitzsimmons received a B.S.E. in industrial engineering from the University of Michigan, an M.B.A. from Western Michigan University, and a Ph.D. with distinction from the University of California at Los Angeles. Dr. Fitzsimmons has held faculty appointments at UCLA, California State UniversityNorthridge, the University of New Mexico, Boston University Overseas Graduate Program, California Polytechnic State University at San Luis Obispo, and the Helsinki School of Economics and Business. His research in the area of emergency ambulance location won the Stan Hardy Award in 1983 for the best paper published in the field of operations management. A computer program, CALL, has been used worldwide to plan emergency ambulance systems. Dr. Fitzsimmons is a registered professional engineer in Michigan and has held industrial engineering positions at Corning Glass Works and Hughes Aircraft Company. He served in the U.S. Air Force as an officer in charge of base construction projects.  James Fitzsimmons received a B.S.E. in industrial engineering from the University of Michigan, an M.B.A. from Western Michigan University, and a Ph.D. with distinction from the University of California at Los Angeles. Dr. Fitzsimmons has held faculty appointments at UCLA, California State UniversityNorthridge, the University of New Mexico, Boston University Overseas Graduate Program, California Polytechnic State University at San Luis Obispo, and the Helsinki School of Economics and Business. His research in the area of emergency ambulance location won the Stan Hardy Award in 1983 for the best paper published in the field of operations management. A computer program, CALL, has been used worldwide to plan emergency ambulance systems. Dr. Fitzsimmons is a registered professional engineer in Michigan and has held industrial engineering positions at Corning Glass Works and Hughes Aircraft Company. He served in the U.S. Air Force as an officer in charge of base construction projects.


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Product Details
  • ISBN-13: 9780073403359
  • Publisher: McGraw-Hill Education - Europe
  • Publisher Imprint: McGraw-Hill Professional
  • Height: 282 mm
  • Returnable: N
  • Weight: 1443 gr
  • ISBN-10: 0073403350
  • Publisher Date: 16 May 2010
  • Binding: Hardback
  • Language: English
  • Spine Width: 28 mm
  • Width: 224 mm


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