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Full 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.
Contents
PART IChapter 1: The Important Role Services Play in an Economy 1Chapter 2: The Nature of Services and Service Encounters 5Chapter 3: Customers: The Focus of Service Management 9Chapter 4: Globalization of Services 13Chapter 5: Service Strategy and Competitiveness 15Chapter 6: Ethical Challenges in Service Management 19PART II: BUILDING THE SERVICE SYSTEMChapter 7: Technology and Its Impact on Services and Their Management 23Chapter 8: Design and Development of Services and Service Delivery Systems 27Chapter 9: Supply Chains in Services and Their Management 31Chapter 10: Locating Facilities and Designing Their Layout 33PART III: OPERATING THE SERVICE SYSTEMChapter 11: Managing Demand and Supply in Services 43Chapter 11 Supplement: Queuing and Simulation 47Chapter 12: Service Quality and Continuous Improvement 55Chapter 12 Supplement: Tools and Techniques of Total Quality Management 57Chapter 13: Service Productivity and Measurement of Performance 61Chapter 14: Management of Public and Private Nonprofit Service Organizations 67PART IV: TOOLS AND TECHNIQUES FOR MANAGING SERVICE OPERATIONSChapter 15: Forecasting Demand for Services 71Chapter 16: Vehicle Routing and Scheduling 81Chapter 17: Project Management 87Chapter 18: Linear and Goal Programming Applications for Services 95Chapter 19: Service Inventory Systems 105Appendix A: Areas Under the Standard Normal Curve 109Appendix B: Answers to Selected Problems 113
