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" Service management : "
James A. Fitzsimmons, Mona J. Fitzsimmons.
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BL
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| Record Number
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727522
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b547256
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| Main Entry
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James A. Fitzsimmons, Mona J. Fitzsimmons.
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| Title & Author
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Service management : : operations, strategy, information technology\ James A. Fitzsimmons, Mona J. Fitzsimmons.
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| Edition Statement
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7th ed
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| Publication Statement
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New York: McGraw-Hill, ©2011.
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| Series Statement
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The McGraw-Hill/Irwin series operations and decision sciences
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| Page. NO
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xvii, 541 pages : illustrations ; 29 cm.
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| ISBN
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0073403350
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: 9780073403359
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| Contents
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PART I: Understanding ServicesChapter 1: The Role of Services in an EconomyChapter 2: The Nature of ServicesChapter 3: Service StrategyPART II: Designing the Service EnterpriseChapter 4: New Service DevelopmentChapter 5: Technology in ServicesChapter 6: Service QualityChapter 7: Supporting Facility and Process FlowsChapter 8: Process ImprovementChapter 9: The Service EncounterChapter 10: Service Facility LocationPART III: Managing Service OperationsChapter 11: Managing Capacity and DemandChapter 12: Managing Waiting Lines Chapter 13: Service Supply RelationshipsChapter 14: Growth and Globalization of ServicesChapter 15: Managing ProjectsPART IV: Quantitative Models for Service ManagementChapter 16: Capacity Planning and Queuing Models (Computer Simulation)Chapter 17: Forecasting Demand for ServicesChapter 18: Managing Facilitating GoodsAppendices:Areas of a Standard Normal DistributionUniformly Distributed Random Numbers [0,1]Values of Lq for the M/M/c Queuing ModelEquations for Selected Queuing ModelsIndex
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| Subject
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Service industries -- Management.
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| Added Entry
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James A Fitzsimmons
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Mona J Fitzsimmons
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