Service Management: Operations, Strategy, and Information Technology with Student CD-Rom Mandatory Package

Part I Understanding Services 1. The Role of Services and the Economy 2. The Nature of Services 3. Service Quality 4. Service Strategy Part II Designing the Service Enterprise 5. New Service Development and Process Design 6. The Supporting Facility 7. Service Facility Location 8. The Service Encounter 8S. Chapter Supplement: Work Measurement 9. Internet Service Part III Managing Service Operations 10. Forecasting Demand for Services 11. Managing Waiting Lines 11S. Chapter Supplement: Computer Simulation 12. Capacity Planning 13. Managing Capacity and Demand 14. Managing Facilitating Goods 15. Service and Supply Chain Management 15S. Chapter Supplement: Vehicle Routing 16. Managing Service Projects 17. Linear Programming Applications in Services Part IV Toward World-Class Service 18. Quality and Productivity Improvement 18S. Chapter Supplement: Data Envelopment Analysis (DEA) 19. Growth and Global Expansion Appendix A: Areas of a Standard Normal Distribution Appendix B: Uniformly Distributed Random Numbers [0,1] Appendix C: Values for Lq for the M/M/c Queuing Model Appendix D: Equations for Selected Queuing ModelsJames A Fitzsimmons is the author of 'Service Management: Operations, Strategy, and Information Technology with Student CD-Rom Mandatory Package', published 2000 under ISBN 9780072424195 and ISBN 0072424192.