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Service Management: Operations, Strategy, Information Technology(9版)

Service

沒有庫存
訂購需時10-14天
9781260092424
Sanjeev Bordoloi,James A. Fitzsimmons,Mona J. Fitzsimmons
華泰文化
2018年5月17日
387.00  元
HK$ 367.65  






ISBN:9781260092424
  • 叢書系列:服務作業管理
  • 規格:平裝 / 520頁 / 21.4 x 27.5 x 1.7 cm / 普通級
    服務作業管理


  • 商業理財 > 專業管理實務 > 生產/作業管理











      1. The book is written in an engaging literary style, makes extensive use of examples, and is based on the research and consulting experience of the authors.



      2. The theme of managing services for competitive advantage is emphasized in each chapter and provides a focus for each management topic.



      3. The integration of technology, operations, and human behavior is recognized as central to effective service management.



      4. Emphasis is placed on the need for continuous improvement in quality and productivity in order to compete effectively in a global environment.



      5. To motivate the reader, a vignette of a well-known company starts each chapter, illustrating the strategic nature of the topic to be covered.



      6. Each chapter has a preview, closing summary, key terms and definitions, service benchmark, topics for discussion, an interactive exercise, solved problems and exercises when appropriate, and one or more cases.


     





    PART I: UNDERSTANDING SERVICES

    Ch 1 The Service Economy

    Ch 2 Service Strategy



    PART II: DESIGNING THE SERVICE ENTERPRISE

    Ch 3 New Service Development

    Ch 4 The Service Encounter

    Ch 5 Supporting Facility and Process Flows

    Ch 6 Service Quality

    Ch 7 Process Improvement

    Ch 8 Service Facility Location



    PART III: MANAGING SERVICE OPERATIONS

    Ch 9 Service Supply Relationships

    Ch 10 Globalization of Services

    Ch 11 Managing Capacity and Demand

    Ch 12 Managing Waiting Lines

    Ch 13 Capacity Planning and Queuing Models



    PART IV: QUANTITATIVE MODELS FOR SERVICE MANAGEMENT

    Ch 14 Forecasting Demand for Services

    Ch 15 Managing Service Inventory

    Ch 16 Managing Service Projects




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