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

Fitzsimmons, James; Fitzsimmons, Mona

Rilegato

ISBN 10: 0077228499 ISBN 13: 9780077228491

Casa editrice: McGraw-Hill Education, 2007

Riassunto

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.

Su questo libro

L'autore:

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. 

Contenuti:

PART I: Understanding Services

Chapter 1: The Role of Services in an Economy

Chapter 2: The Nature of Services

Chapter 3: Service Strategy

PART II: Designing the Service Enterprise

Chapter 4: New Service Development

Chapter 5: Technology in Services

Chapter 6: Service Quality

Chapter 7: Process Improvement (DEA supplement)

Chapter 8: The Service Encounter

Chapter 9: Supporting Facility and Process Flows

Chapter 10: Service Facility Location

PART III: Managing Service Operations

Chapter 11: Managing Capacity and Demand

Chapter 12: Managing Waiting Lines

Chapter 13: Service Supply Relationships

Chapter 14: Growth and Globalization of Services

Chapter 15: Managing Projects

PART IV: Quantitative Models for Service Management

Chapter 16: Capacity Planning and Queuing Models (Computer Simulation)

Chapter 17: Forecasting Demand for Services

Chapter 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

Su questa edizione

• Editore: McGraw-Hill Education
• Data di pubblicazione: 2007
• ISBN 10: 0077228499
• ISBN 13: 9780077228491
• Rilegatura: Copertina rigida
• Numero edizione: 6
• Numero di pagine: 537