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Full 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
Contents
Preface xxi PART IServices Play in an Economy 1 Chapter 2: The Nature of Services and Service Encounters 17 Chapter 3: Customers: The Focus of Service Management 39 Chapter 4: Globalization of Services 55 Chapter 5: Service Strategy and Competitiveness 71 Chapter 6: Ethical Challenges in Service Management 93 PART II: BUILDING THE SERVICE SYSTEM Chapter 7: Technology and Its Impact on Services and Their Management 109 Chapter 8: Design and Development of Services and Service Delivery Systems 129 Chapter 9: Supply Chains in Services and Their Management 161 Chapter 10: Locating Facilities and Designing Their Layout 181 PART III: OPERATING THE SERVICE SYSTEM Chapter 11: Managing Demand and Supply in Services 215 Chapter 11 Supplement: Queuing and Simulation 231 Chapter 12: Service Quality and Continuous Improvement 247 Chapter 12 Supplement: Tools and Techniques of Total Quality Management 269 Chapter 13: Service Productivity and Measurement of Performance 291 Chapter 14: Management of Public and Private Nonprofit Service Organizations 321 PART IV: TOOLS AND TECHNIQUES FOR MANAGING SERVICE OPERATIONS Chapter 15: Forecasting Demand for Services 341 Chapter 16: Vehicle Routing and Scheduling 365 Chapter 17: Project Management 387 Chapter 18: Linear and Goal Programming Applications for Services 409 Chapter 19: Service Inventory Systems 435 Appendix: Areas Under the Standard Normal Curve 455 Index 459
