This ninth edition continues to acknowledge and emphasize the essential nature of service management. Based on the research and consulting experiences of the authors, the text is organized in four parts:
Part One: Understanding Services provides the historical context as well as distinguishes the distinctive characteristics of service operations;
Part Two: Designing the Service Enterprise covers designing the service enterprise to support the competitive strategy;
Part Three: Managing Service Operations details topics such as managing capacity, demand and waiting lines, and service supply relationships; and.
Part Four: Quantitative
Models for Service Management addresses
forecasting and managing service inventory. Each
chapter emphasizes the theme of managing
services for competitive advantage, which
provides a focus for each management topic.
The ninth edition maintains the engaging
literary style of the prior editions, and makes
extensive use of examples. Emphasis is placed on
the need for continuous improvement in quality
and productivity in order to compete effectively
in a global environment. To motivate the reader,
a vignette of a well-known company starts each
chapter, illustrating the strategic nature of
the topic to be covered. Each chapter also 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.
| - File: |
 pdf |
| - Pages: | 545 |
| - Language: |
 English |
| - Size: | 13.9 MB |
| - Code: | E-Book-ITSM-Management |
Below is a list of documents you will find in the E-book. Click on index file button to see which contents are included.
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