Service management : operations, strategy, information technology James A Fitzsimmons; Sanjeev Bordoloi; Mona J Fitzsimmons
Material type:
TextPublication details: New York, NY : , McGraw-Hill 2014.Edition: 8TH EDDescription: XVIII, 524pISBN: - 9781259010651
- HD9980.5.F55 FIT
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Methodist University Library Main General Stacks | Reference | HD9980.5.F55 FIT (Browse shelf(Opens below)) | Available | 6299 |
PART ONE: Understanding ServicesChapter 1: The Service EconomyChapter 2: Service StrategyPART TWO: Designing the Service EnterpriseChapter 3: New Service DevelopmentChapter 4: The Service EncounterChapter 5: Supporting Facility and Process FlowsChapter 6: Service QualityChapter 7: Process ImprovementSupplement: Data Envelopment Analysis (DEA) 205Chapter 8: Service Facility LocationPART THREE: Managing Service OperationsChapter 9: Service Supply RelationshipsChapter 10: Globalization of ServicesChapter 11: Managing Capacity and DemandChapter 12: Managing Waiting LinesChapter 13: Capacity Planning and Queuing ModelsSupplement: Computer SimulationPART FOUR: Quantitative Models for Service ManagementChapter 14: Forecasting Demand for ServicesChapter 15: Managing Service InventoryChapter 16: Managing Service ProjectsAPPENDIXAppendix A: Areas of Standard Normal DistributionAppendix B: Uniformly Distributed Random Numbers [0, 1]Appendix C: Values of Lq for the M/M/c Queuing ModelAppendix D: Equations for Selected Queuing ModelsNAME INDEXSUBJECT INDEX
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