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ISE Service Management

Operations, Strategy, Information Technology

Paperback Engels 2018 9781260092424
Verkooppositie 6236
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Samenvatting

The ninth edition continues to acknowledge and emphasize the essential uniqueness of service management.

The text is organized in four parts:
Part One: Understanding Services, which provides a historical context as well as distinguishes the distinctive characteristics of service operations;
Part Two: Designing the Service Enterprise, which covers designing the service enterprise to support the competitive strategy;
Part Three: Managing Service Operations that details topics such as Managing Capacity, Demand and Waiting Lines and Service Supply Relationships and;
Part Four: Quantitative Models for Service Management that addresses forecasting and managing service inventory.

Specificaties

ISBN13:9781260092424
Taal:Engels
Bindwijze:paperback
Aantal pagina's:520
Druk:9
Verschijningsdatum:15-3-2018
Hoofdrubriek:IT-management / ICT

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Inhoudsopgave

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

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