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Managing Services - Text Only

Managing Services - Text Only - 03 edition

ISBN13: 978-0072464269

Cover of Managing Services - Text Only 03 (ISBN 978-0072464269)
ISBN13: 978-0072464269
ISBN10: 0072464267
Cover type: Hardback
Edition/Copyright: 03
Publisher: Richard D. Irwin, Inc.
Published: 2003
International: No

List price: $163.50

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Managing Services - Text Only - 03 edition

ISBN13: 978-0072464269

Mark M. Davis and Janelle N. Heineke

ISBN13: 978-0072464269
ISBN10: 0072464267
Cover type: Hardback
Edition/Copyright: 03
Publisher: Richard D. Irwin, Inc.

Published: 2003
International: No
Summary

Managing Services is an alternative to the growing service management market in that it is more managerial and procedural, placing less emphasis on quantitative tools and more on strategic concerns, such as how services, and the strength of an organization's service operations, is a critical factor to the overall success and competitiveness of the organization The book also demonstrates how the ''services'' factor is critical as a continuum from one end of the supply chain to the other. Relationships with suppliers, employees within other functional areas of the organization, distributors andiquest;ultimatelyiquest;consumers. The benefit of this approach is that it views services from the perspective of the general manager rather than the operations specialist. This is important, especially considering most students taking this course aspire to and are preparing for managerial positions.positions.

Table of Contents

PART I: THE CONTEMPORARY SERVICE ENVIRONMENT 1. Introduction 2. Understanding Customers and the Marketplace 2Supplement Collecting Data About Customers 3. The Role of Technology 3Supplement Glossary of Technology Terms 4. The Integration of Manufacturing and Services
PART II: STRATEGY AND SYSTEM DESIGN 5. Defining Service Strategies 6. Project Management 6Supplement Project Management Tools 7. Designing Service Business Processes 8. Designing Service Facilities 8Supplement Forecasting
PART III: MANAGING SERVICES 9. Managing the Workforce 10. Measuring Performance: Efficiency and Effectiveness 11. Defining Service Quality 11Supplement Quality Tools 12. Customer Focused Service 12Supplement Statistical Analysis of Processes 13. Managing Demand and Capacity 14. Yield Management 15. Waiting Time Management 15Supplement Queuing Theory 16. Workforce Scheduling

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