Service management operations strategy and information technology

Synopsis

Part I:UNDERSTANDING SERVICES Chp. 1 The Role of Services in an Economy Chop. 2 The Nature of Services Chop. 3 Service Strategy Part II:DESIGNING THE SERVICE ENTERPRISE Chop. 4 New service Development Chop. 5 Technology in Services Chop. 6 Service Quality Chop. 7 The Service Encounter Chop. 8 The Supporting Facility Chop. 9 Service Facility Location Chop. 10 Managing Projects Part III: STRUCTURING MANAGING SERVICE OPERATIONS Chop. 11 Forecasting Demand for Services Chop. 12 Managing Capacity and Demand Chop. 13 Managing Waiting Lines Chop. 14 Capacity Planning and Queuing Models Chop. 15 Service Supply Relationships Chop. 16 Managing Facilitating Goods Chop 17 Growth and Globalization of Services Appendix A:AREAS OF A STANDARD NORMAL DISTRIBUTION Appendix B:UNIFORMLY DISTRIBUTED RANDOM NUMBERS[0,1] Appendix AC:VALUES OF LA FOR THE AM/AM/ac QUEUING MODEL Appendix D:EQUATIONS FOR SELECTED QUEUING MODELS