Managing services using technology to create value
Material type:
TextPublication details: Boston : McGraw-Hill/Irwin, ©2003.Description: xvii, 443 pages : illustrations ;+ 1 CD-ROM (4 3/4 in.). 27 cmISBN: - 9780072858198
- 0072464267
- 9780072464269
- 0071194770
- 9780071194778
- HD9980.5 .D388
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| HD8072.5 .H69 The labor relations process / | HD8072.5 .H69 The labor relations process / | HD8391 .M32 Employee relations policy and decision making : | HD9980.5 .D388 Managing services | HD9980.5 .D388 Managing services | HD9980.5 .F55 Service management : | HD9980.5 .F55 Service operations management / |
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
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