000			01522nam a2200205 4500
999			_c661 _d661
020			_a9780072424195
022			_a0071181156
022			_a9780071181150
050			_aHD9980.5 _b.F549
100			_aJames A Fitzsimmons;
110			_a Mona J Fitzsimmons
245			_aService management : _b operations, strategy, and information technology
250			_a3rd ed
260			_aNew York : _bMcGraw-Hill, _c 2001.
300			_axxvi, 646 p. : ill. ; 26 cm + 1 CD-ROM
500			_aIncludes index
505			_aPart I Understanding services: the role of services and the economy; the nature of services; service quality; service strategy. Part II Designing the service enterprise: new service development and process design; the supporting facility; service facility location; the service encounter; work measurement; Internet service. Part III Managing service operations: forecasting demand for services; managing waiting lines; computer simulation; capacity planning; managing capacity and demand; managing facilitating goods; service and supply chain management; vehicle routing; managing service projects; linear programming applications in services. Part IV Toward world-class service; quality and productivity improvement; data envelopment analysis (DEA); growth and global expansion. Appendices: areas of a standard normal distribution; uniformly distributed random numbers [0,1]; values for Lq for the M/M/c queuing model; equations for selected queuing models.
700			_a Mona J Fitzsimmons
942			_cBK