Service Management with Premium Content Access Card

Name: Service Management with Premium Content Access Card
Price: 5.7 USD
Availability: InStock
ISBN: 9780077426972

ISBN-10: 0077426975

ISBN-13: 9780077426972

Edition: 7th 2011

Authors: James Fitzsimmons, Mona Fitzsimmons

List price: $215.95

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Description:

Balancing conceptual and applied coverage of all aspects of the management and operation of services, Service Management has maintained the position as market leader through five previous editions. It is the most comprehensive and widely used introduction to service operations on the market, written by one of the top authorities on the subject, and it is designed to develop students' skills in both strategic and operational issues pertaining to services. The Seventh Edition also offers the latest information on Six-Sigma and RFID, as well as recent developments in other important industry topics. Text coverage spans both qualitative and quantitative aspects of service management and offers…

Book details

List price: $215.95
Edition: 7th
Copyright year: 2011
Publisher: McGraw-Hill Higher Education
Publication date: 3/19/2010
Binding: Hardcover
Size: 9.00" wide x 11.25" long x 1.25" tall
Weight: 3.080




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



Supporting Facility and Process Flows



Process Improvement



The Service Encounter



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


Appendices:


Areas of a Standard Normal Distribution


Uniformly Distributed Random Numbers [0,1]


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


Equations for Selected Queuing Models


Index