Service Management: Operations, Strategy, Information Technology: 2026 Release ISE

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 University–Northridge, 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 University–Northridge, 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.

• PART ONE: UNDERSTANDING SERVICES1. The Service Economy2. Service StrategyPART TWO: DESIGNING THE SERVICE ENTERPRISE3. New Service Development4. The Service Encounter5. Supporting Facility and Process Flows6. Service Quality7. Process Improvement Supplement: Data Envelopment Analysis (DEA)8. Service Facility LocationPART THREE: MANAGING SERVICE OPERATIONS9. Service Supply Relationships10. Globalization of Services11. Managing Capacity and Demand12. Managing Waiting Lines13. Capacity Planning and Queuing Models Supplement: Computer SimulationPART FOUR: QUANTITATIVE MODELS FOR SERVICE MANAGEMENT14. Forecasting Demand for Services15. Managing Service Inventory16. Managing Service ProjectsAPPENDIXA. Areas of Standard Normal DistributionB. Uniformly Distributed Random Numbers [0, 1]C. Values of Lq for the M/M/c Queuing ModelD. Equations for Selected Queuing Models