Managing Services Using Technology to Create Value

Name: Managing Services Using Technology to Create Value
Availability: OutOfStock
ISBN: 9780072464269

ISBN-10: 0072464267

ISBN-13: 9780072464269

Edition: 2003

Authors: Mark M. Davis, Janelle N. Heineke

List price: $106.50

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Description:

Managing Services is an alternative to the growing service management market in that it is more managerial and procedural, placing less emphasis on quantitative tools and more on strategic concerns, such as how services, and the strength of an organization's service operations, is a critical factor to the overall success and competitiveness of the organization The book also demonstrates how the "services" factor is critical as a continuum from one end of the supply chain to the other. Relationships with suppliers, employees within other functional areas of the organization, distributors andiquest;ultimatelyiquest;consumers. The benefit of this approach is that it views services from the…

Book details

List price: $106.50
Copyright year: 2003
Publisher: McGraw-Hill School Education Group
Binding: Hardcover
Pages: 464
Size: 8.10" wide x 10.30" long x 0.80" tall
Weight: 2.200




The Contemporary Service Environment



Introduction



Understanding Customers and the Marketplace



Supplement Collecting Data About Customers



The Role of Technology


Supplement Glossary of Technology Terms



The Integration of Manufacturing and Services



Strategy and System Design



Defining Service Strategies



Project Management


Supplement Project Management Tools



Designing Service Business Processes



Designing Service Facilities


Supplement Forecasting



Managing Services



Managing the Workforce



Measuring Performance: Efficiency and Effectiveness



Defining Service Quality


Supplement Quality Tools



Customer Focused Service


Supplement Statistical Analysis of Processes



Managing Demand and Capacity



Yield Management



Waiting Time Management


Supplement Queuing Theory



Workforce Scheduling