Balancing conceptual and applied coverage of all aspects of the management and operation of services, Service Management has maintained the position as market leader through five previous editions. It is the most comprehensive and widely used introduction to service operations on the market, written by one of the top authorities on the subject, and it is designed to develop students' skills in both strategic and operational issues pertaining to services. New material on Professional Service Firms highlights IBM?s initiative to establish a Service Science, Management, and Engineering discipline. The Sixth Edition also offers the latest information on Six-Sigma and RFID, as well as recent developments in other important industry topics. Text coverage spans both qualitative and quantitative aspects of service management and offers flexibility in courses, offering varying approaches to the study of service operations. The ancillary package includes student CD-ROM and Website that includes self-test quizzes, video clips, ServiceModel Software, and the Mortgage Service Game:
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.
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.
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.
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.
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.
Table of contents:
PART I: Understanding Services
1: The Role of Services in an Economy
2: The Nature of Services
3: Service Strategy
PART II: Designing the Service Enterprise
4: New Service Development
5: Technology in Services
6: Service Quality
7: Process Improvement (DEA supplement)
8: The Service Encounter
9: Supporting Facility and Process Flows
10: Service Facility Location
PART III: Managing Service Operations
11: Managing Capacity and Demand
12: Managing Waiting Lines
13: Service Supply Relationships
14: Growth and Globalization of Services
15: Managing Projects
PART IV: Quantitative Models for Service Management
16: Capacity Planning and Queuing Models (Computer Simulation)
17: Forecasting Demand for Services
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
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.
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.
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.
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.
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.
Table of contents:
PART I: Understanding Services
1: The Role of Services in an Economy
2: The Nature of Services
3: Service Strategy
PART II: Designing the Service Enterprise
4: New Service Development
5: Technology in Services
6: Service Quality
7: Process Improvement (DEA supplement)
8: The Service Encounter
9: Supporting Facility and Process Flows
10: Service Facility Location
PART III: Managing Service Operations
11: Managing Capacity and Demand
12: Managing Waiting Lines
13: Service Supply Relationships
14: Growth and Globalization of Services
15: Managing Projects
PART IV: Quantitative Models for Service Management
16: Capacity Planning and Queuing Models (Computer Simulation)
17: Forecasting Demand for Services
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