Service Management Operations, Strategy, and Information Technology

Name: Service Management Operations, Strategy, and Information Technology
Availability: OutOfStock
ISBN: 9780071214575

ISBN-10: 0071214577

ISBN-13: 9780071214575

Edition: 4th 2004

Authors: James A. Fitzsimmons, Mona J. Fitzsimmons

30 day, 100% satisfaction guarantee!

Out of stock

We're sorry. This item is currently unavailable.

what's this?

Rush Rewards U
Members Receive:

You have reached 400 XP and carrot coins. That is the daily max!

Description:

Service Management is the best-selling text in this market and includes compelling and current examples from the field of technology. The text has extensive coverage on global operations, and the need for continuous improvement in quality and productivity in the service industry. Service Management also does an excellent job of demonstrating how crucial functional areas of an organization such as marketing, strategic issues, operations and human behavior impact effective service management.

Book details

Edition: 4th
Copyright year: 2004
Publisher: McGraw-Hill School Education Group
Binding: Hardcover
Pages: 587




Understanding Services



The Role of Services in an Economy



The Nature of Services



Service Quality



Service Strategy



Designing the Service Enterprise



New Service Development and Process Design



The Supporting Facility



Service Facility Location



The Service Encounter



Internet Service



Managing Service Operations



Forecasting Demand for Services



Managing Waiting Lines



Queuing Models and Capacity Planning



Managing Capacity and Demand



Managing Facilitating Goods



Service Supply Chain Management



Managing Service Projects



Linear Programming Applications in Services



Toward World-Class Service



Productivity and Quality Improvement



Growth and Expansion



Areas of Standard Normal Distribution



Uniformly Distributed Random Numbers [0,1]



Values of Lq for the M/M/c Queuing Model



Equations for Selected Queuing Models


Indexes