Service Management Operations, Strategy, Information Technology

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
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