Book description
Tie customer-driven strategies to service operations and process management, and sharpen your focus on creating customer value throughout your entire service organization! This comprehensive, multidisciplinary reference thoroughly covers today's most effective theories and methods for managing service organizations, drawing on innovative insights from economics, consumer behavior, marketing, strategy, and operations management. Leading experts Cengiz Haksever and Barry Render provide crucial insights into emerging service operation and supply chain topics, reinforcing key points with up-to-date case studies. Service Management contains a valuable chapter-length introduction to linear and goal programming and its services applications; and also addresses many other topics ignored by competitive texts, such as:
Service SCM methods and approaches
Focusing on customers and their service purchase behavior
Service productivity
Managing public and private nonprofit service organizations
Vehicle routing and scheduling
Ethical challenges to SCM
Service Management will be an invaluable resource for senior and mid-level managers throughout any service organization, and for students and faculty in any graduate or upper-level undergraduate program in service management, service operations management, or operations management
Table of contents
- About This eBook
- Title Page
- Copyright Page
- Dedication Page
- Contents
- About the Authors
- Preface
- Part I: Understanding Services
-
Part II: Building the Service System
-
7. Technology and Its Impact on Services and Their Management
- 7.1. Introduction
- 7.2. Process Technology and Information Technology
- 7.3. Technology in Services
- 7.4. Why Service Companies Invest in Technology
- 7.5. Technology as a Competitive Edge
- 7.6. Application Areas of Technology in Services
- 7.7. Information Systems
- 7.8. Enterprise Systems
- 7.9. Technology and the Future of Services
- 7.10. Summary
- Endnotes
- 8. Design and Development of Services and Service Delivery Systems
-
9. Supply Chains in Services and Their Management
- 9.1. Introduction
- 9.2. Developments Leading to the Emergence of Supply Chain Management
- 9.3. What Is a Supply Chain?
- 9.4. Supply Chains in Services and Their Characteristics
- 9.5. Some Other Characteristics of Service Supply Chains
- 9.6. Challenges for Service Supply Chain Managers
- 9.7. Summary
- Endnotes
-
10. Locating Facilities and Designing Their Layout
- 10.1. Introduction
- 10.2. Location Selection
- 10.3. Quantitative Methods for Location Selection
- 10.4. Site Selection
- 10.5. Objectives of Facility Layout
- 10.6. Inputs to the Layout Problem
- 10.7. Layout Strategies
- 10.8. Office Layout
- 10.9. Retail Store Layout
- 10.10. Warehousing and Storage Layouts
- 10.11. Summary
- Endnotes
-
7. Technology and Its Impact on Services and Their Management
-
Part III: Operating the Service System
- 11. Managing Demand and Supply in Services
-
11. Supplement: Queuing and Simulation
- S11.1. Introduction
- S11.2. Basic Queuing System Configurations
- S11.3. Measuring the Queue’s Performance
- S11.4. A Single-Channel Queuing Model
- S11.5. A Multichannel Queuing Model
- S11.6. More Complex Queuing Models and the Use of Simulation
- S11.7. Simulation as a Scheduling Tool
- S11.8. The Role of Computers in Simulation
- S11.9. Summary
- Endnotes
- 12. Service Quality and Continuous Improvement
- 12. Supplement: Tools and Techniques of Total Quality Management
-
13. Service Productivity and Measurement of Performance
- 13.1. Introduction
- 13.2. A Brief Background on Productivity
- 13.3. Why Productivity Is Important
- 13.4. Review of the Slowdown of U.S. Productivity Growth in the Recent Past
- 13.5. Raising Productivity
- 13.6. Service Productivity
- 13.7. Data Envelopment Analysis for Measurement of Service Efficiency
- 13.8. Summary
- Endnotes
- 14. Management of Public and Private Nonprofit Service Organizations
-
Part IV: Tools and Techniques for Managing Service Operations
-
15. Forecasting Demand for Services
- 15.1. Introduction
- 15.2. The Demand Forecast as the Basis for Operations Planning
- 15.3. What Types of Service Outputs Are Forecast?
- 15.4. Factors That Affect the Choice of Forecasting Method
- 15.5. Time Series Forecasting Models
- 15.6. Causal (Associative) Forecasting; Regression Analysis
- 15.7. General Approaches to Forecasting
- 15.8. Summary
- Endnotes
- 16. Vehicle Routing and Scheduling
- 17. Project Management
- 18. Linear and Goal Programming Applications for Services
-
19. Service Inventory Systems
- 19.1. Introduction
- 19.2. Characteristics of Service Inventories
- 19.3. The Input Material Decision Problem
- 19.4. Service Inventory Control Systems
- 19.5. Inventory Control Systems for Independent Demand Items
- 19.6. Inventory Planning
- 19.7. Requirements Planning for Dependent Demand
- 19.8. Summary
- Endnote
-
15. Forecasting Demand for Services
- Appendix A. Areas Under the Standard Normal Curve
- Index
- FT Press
Product information
- Title: Service Management: An Integrated Approach to Supply Chain Management and Operations
- Author(s):
- Release date: June 2013
- Publisher(s): Pearson
- ISBN: 9780133088816
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