Service Management: An Integrated Approach To Supply Chain Management And Operations

Hardcover | June 11, 2013

byCengiz Haksever, Barry Render

not yet rated|write a review

Tie customer-driven strategies to service operations and process management, and sharpen your focus on creating customer value throughout your entire service organization! This comprehensive, multidisciplinary reference thoroughly covers today's most effective theories and methods for managing service organizations, drawing on innovative insights from economics, consumer behavior, marketing, strategy, and operations management. Leading experts Cengiz Haksever and Barry Render provide crucial insights into emerging service operation and supply chain topics, reinforcing key points with up-to-date case studies. Service Management contains a valuable chapter-length introduction to linear and goal programming and its services applications; and also addresses many other topics ignored by competitive texts, such as: 

  • Service SCM methods and approaches
  • Focusing on customers and their service purchase behavior
  • Service productivity
  • Managing public and private nonprofit service organizations
  • Vehicle routing and scheduling
  • Ethical challenges to SCM

Service Management will be an invaluable resource for senior and mid-level managers throughout any service organization, and for students and faculty in any graduate or upper-level undergraduate program in service management, service operations management, or operations management

Pricing and Purchase Info

$104.20

In stock online
Ships free on orders over $25
HURRY, ONLY 1 LEFT!

From the Publisher

Tie customer-driven strategies to service operations and process management, and sharpen your focus on creating customer value throughout your entire service organization! This comprehensive, multidisciplinary reference thoroughly covers today's most effective theories and methods for managing service organizations, drawing on innovati...

From the Jacket

Customer-Driven, Value-Focused Strategies and Techniques for Managing Service Operations and Supply Chains Comprehensive resources for service operations professionals and students Systematically links customer-driven strategies to operations/process management Addresses key operational issues including supply/demand management, tota...

Cengiz Haksever is a Professor of Management Sciences at the College of Business Administration of Rider University. He received his B.S. and M.S. degrees in Industrial Engineering from Middle East Technical University in Ankara, Turkey, his M.B.A. from Texas A & M University in College Station, Texas, and his Ph.D. in Operations Resea...

other books by Cengiz Haksever

Service Management, Student Workbook: An Integrated Approach to Supply Chain Management and…
Service Management, Student Workbook: An Integrated App...

Kobo ebook|Jun 11 2013

$36.39 online$47.23list price(save 22%)
Format:HardcoverDimensions:528 pages, 9.42 × 7.32 × 1.2 inPublished:June 11, 2013Publisher:Pearson EducationLanguage:English

The following ISBNs are associated with this title:

ISBN - 10:0133088774

ISBN - 13:9780133088779

Customer Reviews of Service Management: An Integrated Approach To Supply Chain Management And Operations

Reviews

Extra Content

Table of Contents

Preface    xxi

PART I: UNDERSTANDING SERVICES

Chapter 1: The Important Role Services Play in an Economy    1

Chapter 2: The Nature of Services and Service Encounters    17

Chapter 3: Customers: The Focus of Service Management    39

Chapter 4: Globalization of Services    55

Chapter 5: Service Strategy and Competitiveness    71

Chapter 6: Ethical Challenges in Service Management    93

PART II: BUILDING THE SERVICE SYSTEM

Chapter 7: Technology and Its Impact on Services and Their Management    109

Chapter 8: Design and Development of Services and Service Delivery Systems    129

Chapter 9: Supply Chains in Services and Their Management    161

Chapter 10: Locating Facilities and Designing Their Layout    181

PART III: OPERATING THE SERVICE SYSTEM

Chapter 11: Managing Demand and Supply in Services    215

Chapter 11 Supplement: Queuing and Simulation    231

Chapter 12: Service Quality and Continuous Improvement    247

Chapter 12 Supplement: Tools and Techniques of Total Quality Management    269

Chapter 13: Service Productivity and Measurement of Performance    291

Chapter 14: Management of Public and Private Nonprofit Service Organizations    321

PART IV: TOOLS AND TECHNIQUES FOR MANAGING SERVICE OPERATIONS

Chapter 15: Forecasting Demand for Services    341

Chapter 16: Vehicle Routing and Scheduling    365

Chapter 17: Project Management    387

Chapter 18: Linear and Goal Programming Applications for Services    409

Chapter 19: Service Inventory Systems    435

Appendix: Areas Under the Standard Normal Curve     455

Index    459