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Service Management: Operations, Strategy, Information Technology

  • Fitzsimmons, James A.; Fitzsimmons, Mona J.
  • Mcgraw-Hill Publ.Comp.
  • 537 páginas
  • Idioma: Inglés
  • ISBN: 0071263462 ISBN-13: 9780071263467
  • 6º edición (01/2008)
  • Entrega de 5 a 7 días contra reembolso por agencia urgente*
    • 67,03€ ($91,06)
    • * Envío GRATIS en pedidos de más de 49€
 
 

  • In response to the IBM initiative to establish a Service Science, Management, and Engineering (SSME) discipline, Chapter 13 (Service Supply Relationship) incorporates a large new section on the topic of Professional Service Firms and a new case, Boomer Consulting. Professional Service Firms coverage is not available in any other text and is central to the B2B focus of IBM¿s research and teaching initiative to promote the discipline of SSME.
  • In response to the IBM initiative to establish a Service Science, Management, and Engineering (SSME) discipline, Chapter 13 (Service Supply Relationship) incorporates a large new section on the topic of Professional Service Firms and a new case, Boomer Consulting. Professional Service Firms coverage is not available in any other text and is central to the B2B focus of IBM¿s research and teaching initiative to promote the discipline of SSME.
  • Significant updates to Chapter 5 (Technology in Services), including coverage of the emerging role of RFID (radio frequency identification) in services and a new section on technology readiness of customers and employees.
  • Significant updates to Chapter 5 (Technology in Services), including coverage of the emerging role of RFID (radio frequency identification) in services and a new section on technology readiness of customers and employees.
  • New Chapter 7 on Process Improvement includes the traditional quality improvement tools (e.g., Deming¿s PDCA cycle) and expanded the treatment of Six-Sigma to reflect its popular role as a quality improvement program.
  • New Chapter 7 on Process Improvement includes the traditional quality improvement tools (e.g., Deming¿s PDCA cycle) and expanded the treatment of Six-Sigma to reflect its popular role as a quality improvement program.
  • Every chapter is updated with new material; new cases include Boomer Consulting and ethnic banks, United Commercial Bank and El Banco.
  • Every chapter is updated with new material; new cases include Boomer Consulting and ethnic banks, United Commercial Bank and El Banco.
  • New release of ServiceModel 7.0 student version added to the Student CD packaged with the book.
  • New release of ServiceModel 7.0 student version added to the Student CD packaged with the book.
  • 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.
  • 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.
  • 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 managements, and inventory management permit the use of this book in introductory operations management courses as well.
  • Chapters on supply chain management, project managements, 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.
  • Selective update of examples, 'Service Benchmark' boxes, and cases.
  • Ancillary package includes student CDROM and Website that includes self-test quizzes, video clips, ServiceModel Software, the Mortgage Service Game, and Expert Choice software.
  • Ancillary package includes student CDROM and Website that includes self-test quizzes, video clips, ServiceModel Software, the Mortgage Service Game, and Expert Choice software.

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    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: Process Improvement (DEA supplement) Chapter 8: The Service Encounter Chapter 9: Supporting Facility and Process Flows 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 Facilitating Goods

    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

     

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