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Service Management: An Integrated Approach to Supply Chain Management and Operations

By Cengiz Haksever, Barry Render

Published by FT Press

Published Date: Jun 11, 2013

Description

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

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

Purchase Info

ISBN-10: 0-13-308878-2

ISBN-13: 978-0-13-308878-6

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