Managing services
Mark M Davis;
Managing services using technology to create value - Boston : McGraw-Hill/Irwin, ©2003. - xvii, 443 pages : illustrations ;+ 1 CD-ROM (4 3/4 in.). 27 cm
Includes index
CHAPTER 1
Introduction 2
CHAPTER 2
Understanding Customers and Markets 18
CHAPTER 3
The Role of Technology in services 48
CHAPTER 4
The Integration of Manufacturing and Service 66
CHAPTER 5
Defining Service Strategies 80
CHAPTER 6
Project Management 100
CHAPTER 7
Designing Service Processes 144
CHAPTER 8
Facility Location and Design 164
CHAPTER 9
Managing the Workforce 232
CHAPTER 10
Scheduling 252
CHAPTER 11
Measuring Process Performance 270
CHAPTER 12
Understanding Service Quality 294
CHAPTER 13
Customer-Focused Service 352
CHAPTER 14
Managing Capacity and Demand 372
CHAPTER 15
Waiting Time Management 398
Index 433
9780072858198
0072464267 9780072464269 0071194770 9780071194778
HD9980.5 / .D388
Managing services using technology to create value - Boston : McGraw-Hill/Irwin, ©2003. - xvii, 443 pages : illustrations ;+ 1 CD-ROM (4 3/4 in.). 27 cm
Includes index
CHAPTER 1
Introduction 2
CHAPTER 2
Understanding Customers and Markets 18
CHAPTER 3
The Role of Technology in services 48
CHAPTER 4
The Integration of Manufacturing and Service 66
CHAPTER 5
Defining Service Strategies 80
CHAPTER 6
Project Management 100
CHAPTER 7
Designing Service Processes 144
CHAPTER 8
Facility Location and Design 164
CHAPTER 9
Managing the Workforce 232
CHAPTER 10
Scheduling 252
CHAPTER 11
Measuring Process Performance 270
CHAPTER 12
Understanding Service Quality 294
CHAPTER 13
Customer-Focused Service 352
CHAPTER 14
Managing Capacity and Demand 372
CHAPTER 15
Waiting Time Management 398
Index 433
9780072858198
0072464267 9780072464269 0071194770 9780071194778
HD9980.5 / .D388