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| Dedication Page | |
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| Preface | |
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| Acknowledgements | |
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| Introduction | |
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| Introduction | |
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| Services Versus Products | |
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| Service Sectors | |
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| System-Integrative View of Service Enterprises | |
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| Service Systems Engineering | |
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| Skill Sets For Service Systems Professionals | |
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| Roles Of Technologists Versus Managers/Leaders | |
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| Preparation Of Service Systems Engineers/Leaders For The 21St Century | |
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| Challenges In The New Millennium | |
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| Conclusions | |
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| References | |
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| Appendices | |
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| Questions | |
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| The Functions of Engineering Management | |
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| Planning | |
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| Introduction | |
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| New Business Technology Trends | |
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| Type of Planning | |
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| Strategic Planning | |
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| Participants in The Planning Process | |
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| Planning Roles of Engineering Managers | |
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| Tools for Planning | |
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| Planning Activities | |
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| Some Specific Advice on Planning | |
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| Planning In Healthcare Industry | |
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| Conclusions | |
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| References | |
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| Questions | |
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| Organizing | |
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| Introduction | |
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| The Concpet of Structure Following Strategy | |
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| Activites of Organizing | |
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| Organizing One'S Own Workplace for Productivity | |
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| Developing Organizational Structure | |
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| Enhancing Corporate Perfromance by Organizing - Examples | |
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| Cross-Functional Teams | |
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| Delegating | |
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| Establishing Working Relationships | |
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| Informal Organizations | |
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| Conclusions | |
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| References | |
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| Appendix- Definitions | |
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| Questions | |
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| Leading | |
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| Introduction | |
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| Leading Activities | |
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| Deciding | |
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| Communicating | |
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| Motivating | |
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| Selecting Engineering Employees | |
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| Developing People | |
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| Special Topics on Leading | |
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| Conclusions | |
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| References | |
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| Appendices | |
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| Questions | |
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| Controlling | |
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| Introduction | |
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| Setting Performance Standards | |
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| Benchmarking | |
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| Talent Management | |
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| Means of Control | |
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| General Comments | |
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| Control of Management Time | |
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| Control of Personnel | |
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| Control of Business Relationships | |
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| Control of Projects | |
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| Control of Quality | |
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| Control of Knowledge | |
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| Conclusions | |
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| References | |
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| Questions | |
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| Business Fundamentals for Service Systems Engineers and Leaders | |
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| Cost Accounting and Control | |
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| Introduction | |
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| Service/Product Costing | |
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| Application of Abc In Various Sercie Sectors | |
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| Application of Abc In Manufacturing Sector | |
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| Target Costing | |
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| Risk Analysis and Cost Estimation Under Uncertainty | |
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| Management of Overhead Costs | |
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| Miscellanous Topics | |
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| Conclusions | |
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| References | |
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| Appendices | |
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| Questions | |
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| Financial Accounting and Management | |
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| Introduction | |
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| Financial Accounting Principles | |
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| Key Financial Statements | |
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| Fundamental of Financial Analysis | |
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| Balanced Scorecard | |
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| Capital Formation | |
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| Capital Asset Valuation | |
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| Conclusions | |
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| References | |
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| Appendices | |
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| Questions | |
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| Marketing Management | |
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| Introduction | |
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| The Function Of Marketing | |
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| Marekt Forecast - Four-Step Process | |
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| Market Segmentation | |
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| Marketing Mix (Seven P'S) | |
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| Customers | |
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| Other Factors Affecting Marketing Success | |
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| Conclusions | |
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| References | |
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| Appendices | |
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| Questions | |
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| Service Systems Management and Engineering Leadership in the New Millennium | |
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| Service Systems Management and Engineering Leaders | |
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| Introduction | |
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| New Competency Model For Service Leaders | |
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| Total Leadership | |
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| Leading Change | |
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| Leadership Styles, Skills And Attribures | |
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| Leaders And Managers | |
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| Factors Affecting The Promotion To Manager | |
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| Leadership Skills For The 21St Century | |
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| Unique Contributions Expected Of Ssme Leaders | |
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| Career Strategies For The 21st Century | |
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| "Take-Charge" To"Get Success" | |
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| Conclusion | |
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| References | |
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| Appendices | |
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| Questions | |
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| Ethics in Service Systems Management and Engineering | |
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| Introduction | |
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| Ethics In The Workplace | |
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| Guidelines For Making Tough Ethical Decisions | |
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| Corporate Ethics Programs | |
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| Affirmative Action And Workforce Diversity | |
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| Global Issues Of Ethics | |
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| Philosophical Approach Addressing Ethics Issues | |
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| Conclusions | |
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| References | |
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| Questions | |
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| Knowledge Management | |
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| Introduction | |
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| Basics Of Knowledge Management (KM) | |
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| Management Of Km Programs | |
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| Knowledge Management Practices In Services And Manufacturing Sectors | |
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| New Frontiers Of Knowledge Management | |
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| Conclusions | |
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| References | |
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| Questions | |
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| Innovations in Services | |
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| Introduction | |
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| Creativity And Creatve Thinking Strategies | |
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| Fundamentals Of Innovations | |
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| Management Of Innovations | |
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| Selected Innovation Practices In The Service Sectors | |
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| Conclusions | |
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| 7 References | |
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| Appendices | |
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| Questions | |
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| Operational Excellence | |
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| Introduction | |
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| The New Revolution In Productivity | |
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| Lean Six Sigma For Services | |
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| Web-Based Applications For Service Management | |
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| Web Services | |
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| Service-Oriented Architecture (SOA) | |
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| Conclusions | |
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| References | |
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| Questions | |
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| Globalization | |
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| Introduction | |
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| Global Trade And Commerce | |
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| The Great Philosophical Debates About Globalization | |
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| New Opportunities Offered By Globalization | |
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| Preparation For Globalization | |
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| Past Practices Related To Globalization | |
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| Developing Global Strategies For Service Businesses | |
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| Future Trends | |
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| The Global Challenges Ahead | |
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| Conclusions | |
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| Summary Remarks For The Text | |
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| References | |
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| Questions | |
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| Appendix - Business Cases Related to Services | |
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| Index | |