Service Management Operations, Strategy, Information Technology

Name: Service Management Operations, Strategy, Information Technology
Price: 6.35 USD
Availability: InStock
ISBN: 9780077228491

ISBN-10: 0077228499

ISBN-13: 9780077228491

Edition: 6th 2008

Authors: James A. Fitzsimmons, Mona J. Fitzsimmons

List price: $227.00

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Book details

List price: $227.00
Edition: 6th
Copyright year: 2008
Publisher: McGraw-Hill Higher Education
Publication date: 10/5/2007
Binding: Hardcover
Size: 8.75" wide x 11.25" long x 1.25" tall
Weight: 3.102
Language: English




Understanding Services



The Role of Services in an Economy



The Nature of Services



Service Strategy



Designing the Service Enterprise



New Service Development



Technology in Services



Service Quality



Process Improvement (DEA supplement)



The Service Encounter



Supporting Facility and Process Flows



Service Facility Location



Managing Service Operations



Managing Capacity and Demand



Managing Waiting Lines



Service Supply Relationships



Growth and Globalization of Services



Managing Projects



Quantitative Models for Service Management



Capacity Planning and Queuing Models (Computer Simulation)



Forecasting Demand for Services



Managing Facilitating Goods



Areas of a Standard Normal Distribution


Uniformly Distributed Random Numbers [0,1]


Values of Lq for the M/M/c Queuing ModelEquations for Selected Queuing Models