Service Management: Operations, Strategy, Information Technology (Int'l Ed) (inbunden)
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Format
Häftad (Paperback)
Språk
Engelska
Antal sidor
544
Utgivningsdatum
2013-04-16
Upplaga
8
Förlag
McGraw Hill / Asia
Medarbetare
Fitzsimmons, Mona / Bordoloi, Sanjeev
Dimensioner
277 x 217 x 17 mm
Vikt
1062 g
Antal komponenter
1
ISBN
9781259010651

Service Management: Operations, Strategy, Information Technology (Int'l Ed)

av James Fitzsimmons
Häftad,  Engelska, 2013-04-16
754
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The eighth edition continues to acknowledge and emphasize the essential uniqueness of service management. The text is organized in four parts: part one: understanding services, which provides a historical context as well as distinguishes the distinctive characteristics of service operations; part two: designing the service enterprise, which covers designing the service enterprise to support the competitive strategy; part three: managing service operations that details topics such as Managing Capacity, Demand and Waiting Lines and Service Supply Relationships and; part four: quantitative models for service management that addresses forecasting and managing service inventory.

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Övrig information

James Fitzsimmons received a B.S.E. in industrial engineering from the University of Michigan, an M.B.A. from Western Michigan University, and a Ph.D. with distinction from the University of California at Los Angeles. Dr. Fitzsimmons has held faculty appointments at UCLA, California State UniversityNorthridge, the University of New Mexico, Boston University Overseas Graduate Program, California Polytechnic State University at San Luis Obispo, and the Helsinki School of Economics and Business. His research in the area of emergency ambulance location won the Stan Hardy Award in 1983 for the best paper published in the field of operations management. A computer program, CALL, has been used worldwide to plan emergency ambulance systems. Dr. Fitzsimmons is a registered professional engineer in Michigan and has held industrial engineering positions at Corning Glass Works and Hughes Aircraft Company. He served in the U.S. Air Force as an officer in charge of base construction projects. 



James Fitzsimmons received a B.S.E. in industrial engineering from the University of Michigan, an M.B.A. from Western Michigan University, and a Ph.D. with distinction from the University of California at Los Angeles. Dr. Fitzsimmons has held faculty appointments at UCLA, California State UniversityNorthridge, the University of New Mexico, Boston University Overseas Graduate Program, California Polytechnic State University at San Luis Obispo, and the Helsinki School of Economics and Business. His research in the area of emergency ambulance location won the Stan Hardy Award in 1983 for the best paper published in the field of operations management. A computer program, CALL, has been used worldwide to plan emergency ambulance systems. Dr. Fitzsimmons is a registered professional engineer in Michigan and has held industrial engineering positions at Corning Glass Works and Hughes Aircraft Company. He served in the U.S. Air Force as an officer in charge of base construction projects.

Innehållsförteckning

PART ONE: Understanding Services

Chapter 1: The Service Economy

Chapter 2: Service Strategy

PART TWO: Designing the Service Enterprise

Chapter 3: New Service Development

Chapter 4: The Service Encounter

Chapter 5: Supporting Facility and Process Flows

Chapter 6: Service Quality

Chapter 7: Process Improvement

Supplement: Data Envelopment Analysis (DEA) 205

Chapter 8: Service Facility Location

PART THREE: Managing Service Operations

Chapter 9: Service Supply Relationships

Chapter 10: Globalization of Services

Chapter 11: Managing Capacity and Demand

Chapter 12: Managing Waiting Lines

Chapter 13: Capacity Planning and Queuing Models

Supplement: Computer Simulation

PART FOUR: Quantitative Models for Service Management

Chapter 14: Forecasting Demand for Services

Chapter 15: Managing Service Inventory

Chapter 16: Managing Service Projects

APPENDIX

Appendix A: Areas of Standard Normal Distribution

Appendix B: Uniformly Distributed Random Numbers [0, 1]

Appendix C: Values of Lq for the M/M/c Queuing Model

Appendix D: Equations for Selected Queuing Models

NAME INDEX

SUBJECT INDEX

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