MP Service Management with Service Model Software Access Card by James Fitzsimmons

MP Service Management with Service Model Software Access Card

byJames Fitzsimmons, Mona Fitzsimmons

Book & Toy | January 22, 2013

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The eighth edition continues to acknowledge and emphasize the essential uniqueness of service management. The text is organized in four parts: Part One: Understanding Services, which provides a historical context as well as distinguishes the distinctive characteristics of service operations; Part Two: Designing the Service Enterprise, which covers designing the service enterprise to support the competitive strategy; Part Three: Managing Service Operations that details topics such as Managing Capacity, Demand and Waiting Lines and Service Supply Relationships and; Part Four: Quantitative Models for Service Management that addresses forecasting and managing service inventory.

Details & Specs

Title:MP Service Management with Service Model Software Access CardFormat:Book & ToyDimensions:11.1 × 8.7 × 1 inPublished:January 22, 2013Publisher:McGraw-Hill EducationLanguage:English

The following ISBNs are associated with this title:

ISBN - 10:0077841204

ISBN - 13:9780077841201

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Extra Content

Table of Contents

PART ONE: Understanding Services

Chapter 1: The Service Economy

Chapter 2: Service Strategy

PART TWO: Designing the Service Enterprise

Chapter 3: New Service Development

Chapter 4: The Service Encounter

Chapter 5: Supporting Facility and Process Flows

Chapter 6: Service Quality

Chapter 7: Process Improvement

Supplement: Data Envelopment Analysis (DEA) 205

Chapter 8: Service Facility Location

PART THREE: Managing Service Operations

Chapter 9: Service Supply Relationships

Chapter 10: Globalization of Services

Chapter 11: Managing Capacity and Demand

Chapter 12: Managing Waiting Lines

Chapter 13: Capacity Planning and Queuing Models

Supplement: Computer Simulation

PART FOUR: Quantitative Models for Service Management

Chapter 14: Forecasting Demand for Services

Chapter 15: Managing Service Inventory

Chapter 16: Managing Service Projects

APPENDIX

Appendix A: Areas of 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

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