Managing Services Using Technology to Create Customer Value

Name: Managing Services Using Technology to Create Customer Value
Availability: OutOfStock
ISBN: 9780072858198

ISBN-10: 0072858192

ISBN-13: 9780072858198

Edition: 2003

Authors: Mark Davis

List price: $125.00

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Description:

Managing Services views services from a management, as opposed to operational, perspective. It emphasizes managerial problem solving and strategic matters over the quantitative and theoretical, and demonstrates how services affect every functional area of a business from finance to sales and marketing. Reader-friendly vignettes give topics a real-world context and stress service management within a larger strategic point of view.

Book details

List price: $125.00
Copyright year: 2003
Publisher: McGraw-Hill Trade
Publication date: 12/1/2002
Binding: Mixed Media
Pages: 443
Size: 8.00" wide x 10.00" long x 0.75" tall
Weight: 2.288
Language: English

The Contemporary Service Environment
Introduction
Understanding Customers and the Marketplace 2 Supplement Collecting Data About Customers
The Role of Technology 3 Supplement Glossary of Technology Terms
The Integration of Manufacturing and Services
Strategy and System Design
Defining Service Strategies
Project Management 6 Supplement Project Management Tools
Designing Service Business Processes
Designing Service Facilities 8 Supplement Forecasting
Managing Services
Managing the Workforce
Measuring Performance: Efficiency and Effectiveness
Defining Service Quality 11 Supplement Quality Tools
Customer Focused Service 12 Supplement Statistical Analysis of Processes
Managing Demand and Capacity
Yield Management
Waiting Time Management 15 Supplement Queuing Theory
Workforce Scheduling
Table of Contents provided by Publisher. All Rights Reserved.