| |
Balancing conceptual and applied coverage of all aspects of the management and operation of services, the seventh edition of Service Management: Operations, Strategy, Information Technology remains the most comprehensive and widely used introduction to service operations on the market. This edition is designed to develop students` skills in both strategic and operational issues pertaining to services.
Key Features:
In Chapter 2, The Nature of Services, a new section on Service-Dominant Logic has been added. It is a service-centered alternative to the goods-centered paradigm for describing economic exchange and value creation, the foundation of a new field of study championed by IBM called Service Science, Management and Engineering (SSME).
A new section has been added to Chapter 3, Service Strategy, on the topic of Porter`s Five Forces Model and SWOT analysis.
In Chapter 8, Process Improvement, the discussion of Six-Sigma has been expanded to include the topic of "process capability." A section on Lean Service has also been added. A new case, Senora County Sheriff and several end-of-chapter exercises have been added.
In Chapter 11, Managing Capacity and Demand, strategies for managing customer-induced variability using either accommodation or reduction is explored. The economic foundation for yield management is illustrated using as an example airline pricing for a coach seat on a cross country flight.
Table of Contents:
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: Supporting Facility and Process Flows
Chapter 8: Process Improvement
Chapter 9: The Service Encounter
Chapter 10: Service Facility Location
Part III: Managing Service Operations
Chapter 11: Managing Capacity and Demand
Chapter 12: Managing Waiting Lines
Chapter 13: Service Supply Relationships
Chapter 14: Growth and Globalization of Services
Chapter 15: Managing Projects
Part IV: Quantitative Models for Service Management
Chapter 16: Capacity Planning and Queuing Models (Computer Simulation)
Chapter 17: Forecasting Demand for Services
Chapter 18: Managing Service Inventory
Appendices:
Areas of a Standard Normal Distribution
Uniformly Distributed Random Numbers [0,1]
Values of Lq for the M/M/c Queuing Model
Equations for Selected Queuing Models
IndexISBN - 9789339204471
|
| |
|