Book description
With this hands-on study guide to accompany the reference on integrating the many disciplines that comprise service operations management, authors Haksever and Render help students master all aspects of the field. Fully aligned with Service Management, this workbook-style book includes chapter learning objectives, chapter summaries, chapter questions, reviews of key terms and concepts, additional cases and examples, discussion questions, and more.
Table of contents
- About This eBook
- Title Page
- Copyright Page
- Dedication Page
- Contents
- About the Authors
- Part I: Understanding Services
- Part II: Building the Service System
-
Part III: Operating the Service System
- 11. Managing Demand and Supply in Services
- 11. Supplement Queuing and Simulation
- 12. Service Quality and Continuous Improvement
- 12. Supplement Tools and Techniques of Total Quality Management
- 13. Service Productivity and Measurement of Performance
- 14. Management of Public and Private Nonprofit Service Organizations
- Part IV: Tools and Techniques for Managing Service Operations
- Appendix A. Areas Under the Standard Normal Curve
- Appendix B. Answers to Selected Problems
Product information
- Title: Service Management, Student Workbook: An Integrated Approach to Supply Chain Management and Operations
- Author(s):
- Release date: June 2013
- Publisher(s): Pearson
- ISBN: 9780133088915
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