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| About the book |
Balancing conceptual and applied coverage of all aspects of the management and operation of services, Service Management has maintained the position as market leader through five previous editions. It is the most comprehensive and widely used introduction to service operations on the market, written by one of the top authorities on the subject, and it is designed to develop students' skills in both strategic and operational issues pertaining to services. The Seventh Edition also offers the latest information on Six-Sigma and RFID, as well as recent developments in other important industry topics. Text coverage spans both qualitative and quantitative aspects of service management and offers flexibility in courses, offering varying approaches to the study of service operations. The new edition is designed to develop students' skills in both strategic and operational issues pertaining to services. |
| Key features |
| About the authors |
James A Fitzsimmons received a B.S.E. in industrial engineering from the University of Michigan, an MBA from Western Michigan University, and a Ph.D. with distinction from the University of California at Los Angeles. His research in the area of emergency ambulance location won the Stan Hardy Award in 1983 for the best paper published in the field of operations management. A computer program, referred to as CALL, has been used by major cities worldwide to plan emergency ambulance systems. Consulting assignments include the RAND Corporation; the U.S. Air Force; the cities of Los Angeles, Denver, Austin, Melbourne, and Auckland; the Texas comptroller; General Motors; La Quinta Motor Inns; Greyhound; TRICON Restaurants International; and McDonald's. Teaching experience includes faculty appointments at the University of California at Los Angeles, California State University at Northridge, the University of New Mexico, Boston University Overseas Graduate Program, California Polytechnic State University at San Luis Obispo, and the Helsinki School of Economics and Business. He is a registered professional engineer in the state of Michigan and has held industrial engineering positions at Corning Glass Works and Hughes Aircraft Company. He served in the U.S. Air Force as an officer in charge of base construction projects. Mona Fitzsimmons A graduate of the University of Michigan, received her undergraduate degree in journalism with major supporting work in chemistry and psychology. Her graduate work was in geology and she has taught in public and private schools and at the university level. She has done writing and editing for the Encyclopaedia Britannica Education Corporation and for various professional journals and organizations. With James Fitzsimmons she edited New Service Development: Creating Memorable Experiences published in 2000 by Sage Publications. Her nonprofessional activities have included volunteer work for the Red Cross aquatics program and in wildlife rehabilitation. She has particular interests in the areas of environmental issues and the responsibilities of patients and physicians in health care |
| Table of contents |
PART I: Understanding Services Chapter 1: The Role of Services in an Economy Chapter 2: The Nature of Services Chapter 3: Service Strategy PART II: Designing the Service Enterprise Chapter 4: New Service Development Chapter 5: Technology in Services Chapter 6: Service Quality Chapter 7: Supporting Facility and Process Flows Chapter 8: Process Improvement Chapter 9: The Service Encounter Chapter 10: Service Facility Location PART III: Managing Service Operations Chapter 11: Managing Capacity and Demand Chapter 12: Managing Waiting Lines Chapter 13: Service Supply Relationships Chapter 14: Growth and Globalization of Services Chapter 15: Managing Projects PART IV: Quantitative Models for Service Management Chapter 16: Capacity Planning and Queuing Models (Computer Simulation) Chapter 17: Forecasting Demand for Services Chapter 18: Managing Facilitating Goods Appendices: Areas of a Standard Normal Distribution Uniformly Distributed Random Numbers [0,1] Values of Lq for the M/M/c Queuing Model Equations for Selected Queuing Models Index |
