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Service management : operations, strategy, information technology

Author: James A Fitzsimmons; Mona J Fitzsimmons
Publisher: Boston : McGraw-Hill/Irwin, ©2008.
Edition/Format:   Book : English : 6th edView all editions and formats
Database:WorldCat
Summary:
This title contains current examples from the field of technology. It also covers global operations and the need for continuous improvement in the quality and productivity in the service industry.
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Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: James A Fitzsimmons; Mona J Fitzsimmons
ISBN: 9780073377834 007337783X 9780071263467 0071263462 9780077228491 0077228499
OCLC Number: 164802650
Description: xvii, 537 pages : illustrations ; 29 cm + 1 CD-ROM (4 3/4 in.)
Contents: The role of services in an economy --
The nature of services --
Service strategy --
New service development --
Technology in services --
Service quality --
Process improvement --
The service encounter --
Supporting facility and process flows --
Service facility location --
Managing capacity and demand --
Managing waiting lines --
Service supply relationships --
Growth and globalization of services --
Managing projects --
Capacity planning and queuing models --
Forecasting demand for services --
Managing facilitating goods --
Appendix A: Areas of a standard normal distribution --
Appendix B: Uniformly distributed random numbers (0, 1) --
Appendix C: Values of Lq for the M/M/c queuing model --
Appendix D: Equations for selecting queuing models.
Responsibility: James A. Fitzsimmons, Mona J. Fitzsimmons.
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Abstract:

Offers a comprehensive introduction to service operations on the market. This book includes material on Professional Service Firms that highlights IBM's initiative to establish a Service Science,  Read more...

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