Service management : operations, strategy, information technology / Sanjeev Bordoloi, James A. Fitzsimmons, Mona J. Fitzsimmons.

By:

Bordoloi, Sanjeev [author]

Contributor(s):

Material type: Text

TextLanguage: English Publication details: New York, NY : McGraw-Hill Education, c2019.Edition: Ninth edition; International Student editionDescription: xx, 520 pages : illustrations ; 29 cmContent type:

text

Media type:

unmediated

Carrier type:

volume

ISBN:

9781260092424 (alk. paper)

Subject(s):

Service industries -- Management

LOC classification:

HD9980.5 B64 2019

Online resources:

Click here to view the table of contents

Contents:

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.

List(s) this item appears in: Print Books 2022

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Holdings ( 1 )
Title notes ( 4 )

Holdings
Item type	Current library	Collection	Call number	Materials specified	Status	Notes	Date due	Barcode
Books	Ladislao N. Diwa Memorial Library Reserve Section	Non-fiction	RUS HD9980.5 B64 2019 (Browse shelf(Opens below))		Room use only	77930		00077879

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.

Fund 164 Linar Educational Materials, Inc. Purchased 11-26-2019 77930 NEJ PHP 3,183.20 2019-11-900 2019-1-0739