Service management : operations, strategy, information technology /
Sanjeev Bordoloi ,James Fitzsimmons, and Mona Fitzsimmons.
- 9th ed.
- Chennai: McGraw-Hill, 2019.
- xvi, 520 pages : Illustrations ; 28 cm.
PART ONE: Understanding Services 1 The Service Economy 2 Service Strategy PART TWO: Designing the Service Enterprise 3 New Service Development 4 The Service Encounter 5 Supporting Facility and Process Flows 6 Service Quality 7 Process Improvement Supplement: Data Envelopment Analysis (DEA) 8 Service Facility Location PART THREE: Managing Service Operations 9 Service Supply Relationships 10 Globalization of Services 11 Managing Capacity and Demand 12 Managing Waiting Lines 13 Capacity Planning and Queuing Models Supplement: Computer Simulation PART FOUR: Quantitative Models for Service Management 14 Forecasting Demand for Services 15 Managing Service Inventory 16 Managing Service Projects APPENDIX A Areas of Standard Normal Distribution B Uniformly Distributed Random Numbers [0, 1] C Values of Lq for the M/M/c Queuing Model D Equations for Selected Queuing Models NAME INDEX SUBJECT INDEX
Learning about the growing field of service operations management requires a textbook that embraces all service industries and addresses the most recent trends. The ninth edition of this text continues to acknowledge and emphasize the essential nature of service management. It maintains the engaging literary style of the prior editions and makes extensive use of examples. Emphasis is focused on the necessity for constant improvement in quality and productivity to effectively compete in a global environment. This book is divided into four parts based on the authors’ research and consulting experiences. Each chapter includes a preview, closing summary, key terms and definitions, service benchmark, topics for discussion, an interactive exercise, solved problems and exercises, and cases