Service management : operations, strategy, information technology /
Bordoloi, Sanjeev
Service management : operations, strategy, information technology / Sanjeev Bordoloi, James A. Fitzsimmons, Mona J. Fitzsimmons. - Ninth edition. International Student edition - New York, NY : McGraw-Hill Education, c2019. - xx, 520 pages : illustrations ; 29 cm
Revised edition of the authors' Service management, 2014.
Includes bibliographical references and indexes.
Part One. Understanding services -- The service economy -- Service strategy -- Part Two. Designing the service enterprise -- New service development
-- The service encounter -- Supporting facility and process flows -- Service quality -- Process improvement -- Service facility location -- Part Three. Managing service operations -- Service supply relationships -- Globalization of services -- Managing capacity and demand -- Managing waiting lines --
Capacity planning and queuing models -- Part four. Quantitative models for service management -- Forecasting demand for services -- Managing service inventory -- Managing service projects -- Appendix: A Areas of standard normal distribution -- B Uniformly distributed random numbers [0,1] --
C Values of L for the M/M/c queuing model -- D Equations for selected queuing models.
9781260092424 (alk. paper)
2017048452
Service industries--Management
HD9980.5 / B64 2019
Service management : operations, strategy, information technology / Sanjeev Bordoloi, James A. Fitzsimmons, Mona J. Fitzsimmons. - Ninth edition. International Student edition - New York, NY : McGraw-Hill Education, c2019. - xx, 520 pages : illustrations ; 29 cm
Revised edition of the authors' Service management, 2014.
Includes bibliographical references and indexes.
Part One. Understanding services -- The service economy -- Service strategy -- Part Two. Designing the service enterprise -- New service development
-- The service encounter -- Supporting facility and process flows -- Service quality -- Process improvement -- Service facility location -- Part Three. Managing service operations -- Service supply relationships -- Globalization of services -- Managing capacity and demand -- Managing waiting lines --
Capacity planning and queuing models -- Part four. Quantitative models for service management -- Forecasting demand for services -- Managing service inventory -- Managing service projects -- Appendix: A Areas of standard normal distribution -- B Uniformly distributed random numbers [0,1] --
C Values of L for the M/M/c queuing model -- D Equations for selected queuing models.
9781260092424 (alk. paper)
2017048452
Service industries--Management
HD9980.5 / B64 2019