Sinossi
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. 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.
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Contenuti
PART I: Understanding Services
1: The Role of Services in an Economy
2: The Nature of Services
3: Service Strategy
PART II: Designing the Service Enterprise
4: New Service Development
5: Technology in Services
6: Service Quality
7: Process Improvement (DEA supplement)
8: The Service Encounter
9: Supporting Facility and Process Flows
10: Service Facility Location
PART III: Managing Service Operations
11: Managing Capacity and Demand
12: Managing Waiting Lines
13: Service Supply Relationships
14: Growth and Globalization of Services
15: Managing Projects
PART IV: Quantitative Models for Service Management
16: Capacity Planning and Queuing Models (Computer Simulation)
17: Forecasting Demand for Services
18: Managing Facilitating Goods
Appendices:
Areas of a Standard Normal Distribution
Uniformly Distributed Random Numbers [0,1]
Values of Lq for the M/M/c Queuing Model
Equations for Selected Queuing Models
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Paperback. Condizione: Very Good. The book has been read, but is in excellent condition. Pages are intact and not marred by notes or highlighting. The spine remains undamaged. Codice articolo GOR004988989
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Service Management : Operations, Strategy, Information Technology
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ISBN 13: 9780071263467
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Service Management : Operations, Strategy, Information Technology
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McGraw-Hill Education, 2007
ISBN 10: 0071263462
ISBN 13: 9780071263467
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Da: Better World Books Ltd, Dunfermline, Regno Unito
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Condizione: Very Good. 6th. Former library copy. Pages intact with possible writing/highlighting. Binding strong with minor wear. Dust jackets/supplements may not be included. Includes library markings. Stock photo provided. Product includes identifying sticker. Better World Books: Buy Books. Do Good. Codice articolo 16154949-20
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Service Management: Operations, Strategy, Information Technology W/Student Cd
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Service Management: Operations, Strategy, Information Technology
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Mcgraw-Hill Higher Education, 2008
ISBN 10: 0071263462
ISBN 13: 9780071263467
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Da: Anybook.com, Lincoln, Regno Unito
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Condizione: Good. This is an ex-library book and may have the usual library/used-book markings inside.This book has soft covers. In good all round condition. Please note the Image in this listing is a stock photo and may not match the covers of the actual item,1200grams, ISBN:9780071263467. Codice articolo 9157699
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Service Management
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Condizione: Muy bueno. : Este libro, titulado 'Service Management: Operations, Strategy, Information Technology', es una guía completa sobre la gestión y operación de servicios. Escrito por James A. Fitzsimmons y Mona J. Fitzsimmons, está diseñado para desarrollar habilidades en temas estratégicos y operativos relacionados con los servicios. La sexta edición incluye información actualizada sobre Six-Sigma y RFID, así como los últimos avances en otros temas importantes de la industria. El libro cubre aspectos tanto cualitativos como cuantitativos de la gestión de servicios y ofrece flexibilidad en los cursos, ofreciendo diferentes enfoques para el estudio de las operaciones de servicio. EAN: 9780071263467 Tipo: Libros Categoría: Negocios y Economía Título: Service Management Autor: James A. Fitzsimmons| Mona J. Fitzsimmons Editorial: McGraw-Hill Higher Education Idioma: en Páginas: 537 Formato: tapa blanda. Codice articolo Happ-2025-12-05-2c37c22e
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SERVICE MANAGEMENT 6ED W/CD (IE) (PB 2008)
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ISBN 10: 0071263462
ISBN 13: 9780071263467
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