ISBN 9789339204471,Service Management: Operations, Strategy, Information Technology

Service Management: Operations, Strategy, Information Technology



Tata McGraw - Hill Education

Publication Year 2014

ISBN 9789339204471

ISBN-10 9339204476


Edition 7th
Number of Pages 564 Pages
Language (English)

Budgeting & financial management

Balancing conceptual and applied coverage of all aspects of the management and operation of services, the seventh edition of Service Management: Operations, Strategy, Information Technology remains the most comprehensive and widely used introduction to service operations on the market. This edition is designed to develop students' skills in both strategic and operational issues pertaining to services. Key Features: In Chapter 2, The Nature of Services, a new section on Service-Dominant Logic has been added. It is a service-centered alternative to the goods-centered paradigm for describing economic exchange and value creation, the foundation of a new field of study championed by IBM called Service Science, Management and Engineering (SSME). A new section has been added to Chapter 3, Service Strategy, on the topic of Porter's Five Forces Model and SWOT analysis. In Chapter 8, Process Improvement, the discussion of Six-Sigma has been expanded to include the topic of "process capability." A section on Lean Service has also been added. A new case, Senora County Sheriff and several end-of-chapter exercises have been added. In Chapter 11, Managing Capacity and Demand, strategies for managing customer-induced variability using either accommodation or reduction is explored. The economic foundation for yield management is illustrated using as an example airline pricing for a coach seat on a cross country flight. Table of Contents: Part I: Understanding Services Chapter 1: The Role of Services in an Economy Chapter 2: The Nature of Services Chapter 3: Service Strategy Part II: Designing the Service Enterprise Chapter 4: New Service Development Chapter 5: Technology in Services Chapter 6: Service Quality Chapter 7: Supporting Facility and Process Flows Chapter 8: Process Improvement Chapter 9: The Service Encounter Chapter 10: Service Facility Location Part III: Managing Service Operations Chapter 11: Managing Capacity and Demand Chapter 12: Managing Waiting Lines Chapter 13: Service Supply Relationships Chapter 14: Growth and Globalization of Services Chapter 15: Managing Projects Part IV: Quantitative Models for Service Management Chapter 16: Capacity Planning and Queuing Models (Computer Simulation) Chapter 17: Forecasting Demand for Services Chapter 18: Managing Service Inventory Appendices: Areas of a Standard Normal Distribution Uniformly Distributed Random Numbers [0,1] Values of Lq for the M/M/c Queuing Model Equations for Selected Queuing Models Index