Service management :operations, strategy, and information technology. /
James A. Fitzsimmons, Mona J. Fitzsimmons.
- 4th ed.
- Boston, Mass. : McGraw-Hill/Irwin, c2004.
- xx, 587 p. : ill., maps ; 28cm.
The instructor's manual includes various teaching aids, including a new feature, the Mortgage Service game, an interactive computer simulation.
Includes bibliographical references and indexes.
Contents: Understanding services: The Role of services in an economy -- The Nature of services -- Service strategy -- Designing the service enterprise: New services development -- The Service encounter: Work measurement -- Service quality -- E-service -- Service facility location -- The Supporting facility -- Managing service operations -- Managing supply and demand -- Managing waiting lines: computer simulation -- Managing service supply relationships -- Managing facilitating goods -- Managing projects -- Toward world-class services: Productivity and quality improvement: Data envelopment analysis -- Growth and globalization of services -- Quantitative models for service management -- Forecasting demand for services -- Queuing models and capacity planning -- Appendix A: Areas of standard normal distribution -- Appendix B: Uniformly distributed random numbers [0,1] -- Appendix C: Values Lq for the M/M/c queuing models -- Appendix D: Equations for selected queuing models.
System requirements for accompanying computer disc: Pentium based processor, Microsoft Windows 98/2000/XP, Microsoft Internet Explorer 5.5 as default browser, Microsoft Office or equivalent.
0072823739 (alk. paper) text, part of 0072868201 0071214577 (international : alk. paper)