Service Management (Paperback)

Service Management Book Description

The most comprehensive and widely used introduction to service operation book available today.Written by one of the top authorities on the subject, the Fifth Edition of Service Management: Operation, Strategy, Information Technology continues as a market leader by balancing conceptual and applied coverage of service operations and management. The book covers both strategic and operational issues pertaining to service. The breadth of this text's coverage spans qualitative and quantitative aspects of service management.
Key Features :

Balancing conceptual and applied coverage of all aspects of the management and operation of services, this book has maintained its position as market leader through four previous editions.

The book is designed to develop students' skills in both strategic and operational issues pertaining to services; it provides both the managerial and the technical information necessary to accomplish both goals.

Chapters on supply chain management, project management, and inventory management permit the use of this book in introductory operations management courses as well.

Selective update of examples, "Service Benchmark" boxes, and cases.

Ancillary package includes student CDROM and Website that includes self-test quizzes, video clips, Service Model Software, the Mortgage Service Game, and--new to this edition--Expert Choice software.
About the Author :

James Fitzsimmons
Received a B.S.E. in industrial engineering from the University of Michigan, an MBA from Western Michigan University, and a Ph.D. with distinction from the University of California at Los Angeles. 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, referred to as CALL, has been used by major cities worldwide to plan emergency ambulance systems. Consulting assignments include the RAND Corporation; the U.S. Air Force; the cities of Los Angeles, Denver, Austin, Melbourne, and Auckland; the Texas comptroller; General Motors; La Quinta Motor Inns; Greyhound; TRICON Restaurants International; and McDonald's. Teaching experience includes faculty appointments at the University of California at Los Angeles, California State University at 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. He is a registered professional engineer in the state of 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.



Mona Fitzsimmons
A graduate of the University of Michigan, received her undergraduate degree in journalism with major supporting work in chemistry and psychology. Her graduate work was in geology and she has taught in public and private schools and at the university level. She has done writing and editing for the Encyclopaedia Britannica Education Corporation and for various professional journals and organizations. With James Fitzsimmons she edited New Service Development: Creating Memorable Experiences published in 2000 by Sage Publications. Her nonprofessional activities have included volunteer work for the Red Cross aquatics program and in wildlife rehabilitation. She has particular interests in the areas of environmental issues and the responsibilities of patients and physicians in health care.
Table of Content :


PART I:UNDERSTANDING SERVICES




Chapter. 1 The Role Of Services In An Economy


Chapter. 2 The Nature Of Services


Chapter. 3 Service Strategy




Part II:DESIGNING THE SERVICE ENTERPRISE




Chapter. 4 New Service Development


Chapter. 5 Technology In Services


Chapter. 6 Service Quality


Chapter. 7 The Service Encounter


Chapter. 8 The Supporting Facility


Chapter. 9 Service Facility Location


Chapter. 10 Managing Projects




Part III: STRUCTURING MANAGING SERVICE OPERATIONS




Chapter. 11 Forecasting Demand For Services


Chapter. 12 Managing Capacity And Demand


Chapter. 13 Managing Waiting Lines


Chapter. 14 Capacity Planning And Queuing Models


Chapter. 15 Service Supply Relationships


Chapter. 16 Managing Facilitating Goods


Chapter 17 Growth And Globalization Of Services




APPENDIXES






Appendix A: Areas of a 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

Book Details

Customer Reviews : Service Management

Be the first one to review this product!

Discussion : Service Management