Synopses & Reviews
Service Management is the best-selling text in this market and includes compelling and current examples from the field of technology. The text has extensive coverage on global operations, and the need for continuous improvement in quality and productivity in the service industry. Service Management also does an excellent job of demonstrating how crucial functional areas of an organization such as marketing, strategic issues, operations and human behavior impact effective service management.
Table of Contents
Part I Understanding Services 1. The Role of Services and the Economy 2. The Nature of Services 3. Service Quality 4. Service Strategy Part II Designing the Service Enterprise 5. New Service Development and Process Design 6. The Supporting Facility 7. Service Facility Location 8. The Service Encounter 8S. Chapter Supplement: Work Measurement 9. Internet Service Part III Managing Service Operations 10. Forecasting Demand for Services 11. Managing Waiting Lines 11S. Chapter Supplement: Computer Simulation 12. Capacity Planning 13. Managing Capacity and Demand 14. Managing Facilitating Goods 15. Service and Supply Chain Management 15S. Chapter Supplement: Vehicle Routing 16. Managing Service Projects 17. Linear Programming Applications in Services Part IV Toward World-Class Service 18. Quality and Productivity Improvement 18S. Chapter Supplement: Data Envelopment Analysis (DEA) 19. Growth and Global Expansion Appendix A: Areas of a Standard Normal Distribution Appendix B: Uniformly Distributed Random Numbers [0,1] Appendix C: Values for Lq for the M/M/c Queuing Model Appendix D: Equations for Selected Queuing Models