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Service Management, Student Workbook: An Integrated Approach to Supply Chain Management and Operations

By Cengiz Haksever, Barry Render

Published by FT Press

Published Date: Jun 11, 2013

Description

With this hands-on study guide to accompany the reference on integrating the many disciplines that comprise service operations management, authors Haksever and Render help students master all aspects of the field. Fully aligned with Service Management, this workbook-style book includes chapter learning objectives, chapter summaries, chapter questions, reviews of key terms and concepts, additional cases and examples, discussion questions, and more.

Table of Contents

PART I: UNDERSTANDING SERVICES

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

Chapter 2: The Nature of Services and Service Encounters     5

Chapter 3: Customers: The Focus of Service Management     9

Chapter 4: Globalization of Services     13

Chapter 5: Service Strategy and Competitiveness     15

Chapter 6: Ethical Challenges in Service Management     19

 

PART II: BUILDING THE SERVICE SYSTEM

Chapter 7: Technology and Its Impact on Services and Their Management     23

Chapter 8: Design and Development of Services and Service Delivery Systems     27

Chapter 9: Supply Chains in Services and Their Management     31

Chapter 10: Locating Facilities and Designing Their Layout     33

 

PART III: OPERATING THE SERVICE SYSTEM

Chapter 11: Managing Demand and Supply in Services     43

Chapter 11 Supplement: Queuing and Simulation     47

Chapter 12: Service Quality and Continuous Improvement     55

Chapter 12 Supplement: Tools and Techniques of Total Quality Management     57

Chapter 13: Service Productivity and Measurement of Performance     61

Chapter 14: Management of Public and Private Nonprofit Service Organizations     67

 

PART IV: TOOLS AND TECHNIQUES FOR MANAGING SERVICE OPERATIONS

Chapter 15: Forecasting Demand for Services     71

Chapter 16: Vehicle Routing and Scheduling     81

Chapter 17: Project Management     87

Chapter 18: Linear and Goal Programming Applications for Services     95

Chapter 19: Service Inventory Systems     105

Appendix A: Areas Under the Standard Normal Curve     109

Appendix B: Answers to Selected Problems     113

Purchase Info

ISBN-10: 0-13-308887-1

ISBN-13: 978-0-13-308887-8

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