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Service management: operations, strategy and information technology

Author: Fitzsimmons, James A. ; Fitzsimmons, Mona J.Publisher: McGraw-Hill, 2006.Edition: International and 5th ed.Language: EnglishDescription: 605 p. : Graphs/Ill./Photos ; 26 cm. includes CD-ROM / DVDISBN: 0071244409Type of document: BookNote: 1 CD included inside the back cover (Doriot Library/Tanoto Library) Bibliography/Index: Includes bibliographical references and index
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Item type Current location Collection Call number Status Notes Date due Barcode Item holds
Book Asia Campus
Main Collection
Print HC2000 .S4 F58 2006
(Browse shelf)
900097134
Available 900097134
Book Europe Campus
Main Collection
Print HC2000 .S4 F58 2006
(Browse shelf)
001192271
Available CD available inside back cover 001192271
Total holds: 0

1 CD included inside the back cover (Doriot Library/Tanoto Library)

Includes bibliographical references and index

Digitized

Service management Table of Contents Preface xii Overview of the Book xiv Customization and Judgment 2 7 Nature of Demand and Supply 28 Method of Service Delivery 29 PART ONE UNDERSTANDING SERVICES 1 Chapter 1 The Role of Services in an Economy 3 Learning Objectives 3 Chapter Preview 4 Service Definitions 4 Dependency of Manufacturing on Services 4 Economic Evolution 5 Stages of Economic Development 7 Preindustrial Society 7 Industrial Society 8 Postindustrial Society 8 An Open-Systems View of Services 29 Service Benchmark: Outside the Box 3 1 Summary 31 Key Terms and Definitions 32 Topics for Discussion 32 Interactive Exercise 32 Case: Village Volvo 33 Case: Xpresso Lube 34 Selected Bibliography 35 Endnotes 35 Chapter 3 Service Strategy 37 Learning Objectives 37 Chapter Preview 38 The Strategic Service Vision 38 Understanding the Competitive Environment of Services 40 Competitive Service Strategies 4 1 Overall Cost Leadership Dlferentiation 42 Focus 44 Qualijiers 45 Service Winners 46 Service Losers 46 41 Nature of the Service Sector 9 New Experience Economy 11 Sources of Service Sector Growth Innovation 12 Social Trends 13 12 Service Benchmark: Wal-Mart is Number One on the Fortune 500 List 14 Summary 14 Key Terms and Definitions 15 Topics for Discussion 15 Interactive Exercise 15 Selected Bibliography 15 Endnotes 15 Winning Customers in the Marketplace 44 The Competitive Role of Information in Services 46 Creation of Barriers to Entry 46 Revenue Generation 47 Database Asset 48 Productivity Enhancement 49 Chapter 2 The Nature of Services 17 Learning Objectives 17 Chapter Preview 18 Service Classification 18 The Service Package 19 Distinctive Characteristics of Service Operations Customer Participation in the Service Process 21 The Virtual Value Chain 5 1 First Stage (Visibilityl 51 Second Stage (Mirroring Capability) 51 Third Stage (New Customer Relationships) 52 Limits in the Use of Information 52 Anticompetitive 52 Fairness 52 Invasion of Privacy 52 Data Security 53 Reliability 53 Using Information to Categorize Customers 53 ifying Services for Strategic Insights 25 ture of the Service Act 26 lationship with Customers 27 Stages in Service Firm Competitiveness 53 Availablefor Service 55 Journeyman 55 Distinctive Competence Achieved 55 World-Class Service Delivery 56 Service Benchmark: Central Market Shuns Conventional Wisdom and Big-Name Products 57 Summary 58 Key Terms and Definitions 58 Interactive Exercise 59 Topics for Discussion 59 Case: America West Airlines 59 Case: The Best Little Cookie House Around 60 Case: The Alamo Drafthouse 62 Chapter 3 Supplement Data Envelopment Analysis (DEA) 64 Measuring Service Productivity 64 The DEA Model 64 DEA and Strategic Planning 70 Topics for Discussion 97 Interactive Exercise 97 Case: 100 Yen Sushi House 98 Case: Commuter Cleaning-A New Venture Proposal 99 Case: Golfsmith 101 Selected Bibliography 102 Endnotes 104 Chapter 5 Technology in Services 105 Exercises 71 Case: Mid-Atlantic Bus Lines Selected Bibliography 72 Endnotes 73 Learning Objectives 105 Chapter Preview 106 Techqology in the Service Encounter 106 The Emergence of Self-service 107 Automation in Services 108 Internet Services 110 Coming ofAge for the Internet and Web sites Internet Models 113 Electronic and Traditional Services 114 E-Business Models 114 Service Product Dimensions 115 Service Process Dimensions 115 110 71 PART TWO DESIGNING THE SERVICE ENTERPRISE 75 Chapter 4 New Service Development Economics of Scalability 116 Technological Innovation in Services 117 77 ChallengesofAdopting New Technology in Services 117 Managing the New TechnologyAdoption Process 117 Learning Objectives 77 Chapter Preview 78 New Service Development 78 Service Design Elements 80 Service Blueprinting 82 Strategic Positioning Through Process Structure 84 Taxonomy for Service Process Design 86 Degree of Divergence 86 Object of the Service Process 87 Tvpe o f Customer Contact 87 Service Benchmark: Microsoft, Ford Drive Web Deal 119 Summary 120 Key Terms and Definitions 120 Topics for Discussion 120 Interactive Exercise 120 Case: Amazon.com 120 Case: Evolution of B2C E-Commerce in Japan 122 Selected Bibliography 125 Endnotes 125 Generic Approaches to Service System Design 88 Production-Line Approach 88 Customer as Coproducer 90 Customer Contact Approach 92 Information Empowerment 93 Chapter 6 Service Quality 127 Customer Value Equation - 95 - - - - - - - Learning Objectives 127 Chapter Preview 128 Defining Service Quality- -128Dimensions of Service Quality Gaps in Service Quality 129 - - - - ~ ~ ~ ~ 2mults ~ri3du~ed.fofthei s % r 9 5 ~ Process Quality 95 Price to the Customer 95 Cost ofAcquiring the Service 95 128 Measuring Service Quality 96 SERVQUAL 132 Scope of Service Quality 131 133 Service Benchmark: A Better Mousetrap Summary 96 Key Terms and Definitions 96 Quality Service by Design 136 136 Incorporation of Quality in the Service Package TaguchiMethods 138 Poka- Yoke (Failsafing) 138 Quality Function Deployment Benchmarking 142 140 Malcolm Baldrige National Quality Award I S 0 9000 184 Six-Sigma 185 183 Walk-Through Audit 143 Designing a Walk-ThroughAudit 144 Implications for Management 144 Case: Mega Bytes Restaurant Selected Bibliography 192 Endnotes 195 188 The Walk-Through Audit as a Diagnostic Instrument 146 Achieving Service Quality 148 Cost of Quality 148 Service Process Control 149 Statistical Process Control 150 Unconditional Service Guarantee Chapter 7 The Service Encounter Learning Objectives 197 Chapter Preview 197 The Service Encounter Triad 197 198 154 15 7 Service Recovery 155 Approaches to Service Recovely Encounter Dominated by the Service Organization 199 Contact Personnel-Dominated Encounter 199 Customer-Dominated Encounter 199 Stages in Quality Development 157 Service Benchmark: Service, Education, and Health Care Winners of the Malcolm Baldrige National Quality Award 159 Summary 160 Key Terms and Definitions 160 Topics for Discussion 161 Interactive Exercise 16 1 Solved Problems 161 Exercises 163 Case: Clean Sweep, Inc. 167 Case: The Complaint Letter 169 Case: The Museum of Art and Design 171 Chapter 6 Supplement 173 Continuous Improvement 173 Quality and Productivity Improvement Process 173 Foundations of Continuous Improvement 173 Plan-Do-Check-Act (PDCA) Cycle 1 73 Problem Solving 174 The Service Organization Culture 200 Empowerment 201 Control Systems 201 200 Contact Personnel Selection 202 202 The Customer 205 Expectations and Attitudes 205 The Customer as Coproducer 206 Training 204 Quality Tools for Analysis and Problem Solving 174 Check Sheet 174 Run Chart 176 Histogram 176 Pareto Chart 177 Flowchart 177 Cause-and-Eflect Diagram Scatter Diagram 179 Control Chart 179 Summary of Service Encounters 207 Creating a Customer Service Orientation Service Profit Chain 209 Summary 21 1 Service Benchmark: Miss Manners on Complaint Handling 2 12 Key Terms and Definitions 13 Topics for Discussion 2 13 Interactive Exercise 2 13 Case: Amy" Ice Cream 2 14 Case: Enterprise Rent-A-Car 215 Selected Bibliography Endnotes 220 2 17 207 Chapter 8 The Supporting Facility 223 1 77 Learning Objectives 223 Chapter Preview 224 Servicescapes 224 Behaviors in Servicescapes 225 Environmental Dimensions of Servicescapes 226 Programs for Organizational Quality Improvement 180 Personnel Programs for Quality Assurance 180 Quality-Improvement Program to Achieve Zero Defects I81 Deming j. 14-Point Program 182 Facility Design 227 Nature and Objectives of Service Organizations 228 Land Availability and Space Requirements 228 Flexibility 229 Geographic Information System 27 1 Summary 272 Service Benchmark: Here a Bun, There a Bun, Process Analysis 23 1 Everywhere a Bun-Bun 273 Process Terminology 23 I Key Terms and Definitions 273 Facility Layout 233 Topics for Discussion 274 Product Layout and the WorkAllocation Problem 233 Interactive Exercise 274 Process Layout and the Relative Location Problem 235 Solved Problems 274 Environmental Psychology and Orientation 239 Exercises 276 Service Benchmark: Where, Oh Where Case: Health Maintenance Organization (A) 279 Shall We Go? 240 Case: Athol Furniture, Inc. 280 Summary 240 Selected Bibliography 282 Key Terms and Definitions 24 1 Endnotes 282 Topics for Discussion 241 Interactive Exercise 24 1 Chapter 10 Solved Problems 242 Managing Projects 283 Exercises 243 Learning Objectives 283 Case: Health Maintenance Organization (A) 247 Chapter Preview 283 Case: Health Maintenance Organization (B) 247 The Nature of Project Management 284 Case: Esquire Department Store 248 Characteristics o f Projects 284 Case: Central Market 249 Project Management Process 284 Selected Bibliography 250 Selecting the Project Manager 285 Endnotes 251 Security 229 Aesthetic Factors 230 The Communip and Environment 230 Chapter 9 Service Facility Location 253 Learning Objectives 253 Chapter Preview 254 Location Considerations 254 Geographic Representation 255 Number of Facilities 256 Optimization Criteria 256 Building the Project Team 286 Principles of Effective Project Management 287 Techniques for Project Management 287 Gantt Project Charts 287 A Critique of Gantt Charts 288 Constructing a Project Network 289 Critical Path Method 290 Microsoft Project for WindowsAnalysis 293 Estimation of Geographic Demand Dande the Target Population 258 Select a Unit ofArea 258 Estimate Geographic Demand 258 Map Geographic Demand 258 Resource Constraints 295 Activity Crashing 299 Incorporating Uncertainty in Activity Times 302 Estimating Activity Duration Distributions 302 Project Completion Time Distribution 303 A Critique of the Project Completion TimeAnalysis 304 Facility Location Techniques 259 Single Facility 260 Center of Gravity 263 Locating a Retail Outlet 264 Multiple Facilities 265 Problems with Implementing Critical Path Analysis 305 Monitoring Projects 306 Earned Value Chart 307 Project Termination 307 Project History Report 308 Site Considerations 267 Breaking the Rules 267 Summary 308 Service Benchmark: The House That Warren Built 309 Competitive Clustering 268 Key Terms and Definitions 309 Saturation Marketing 268 Topics for Discussion 309 Marketing Intermediaries 269 Substitution of Communicationfor Transportation 269 Interactive Exercise 3 10 Impact of the Internet on Service Location 270 Solved Problems 3 10 Separation of Front from Back Ofice 2 70 Exercises 3 12 Case: Info-Systems, Inc. 3 17 Case: Whittier County Hospital 3 18 Selected Bibliography 3 19 Endnotes 320 Promoting Off-Peak Demand 355 Developing Complementary Services 355 Reservation Systems and Overbookrng 356 Strategies for Managing Capacity 358 Daily Workshift Scheduling 358 Weekly Workshift Scheduling with Days-Off Constraint 3 61 Increasing Customer Participation 362 Creating Adjustable Capacity 362 Sharing Capacity 363 Cross-Training Employees 363 Using Part- Time Employees 363 Scheduling Part-Time Tellers at a Drive-ln Bank PART THREE OPERATIONS 321 Chapter 11 Forecasting Demand for Services 323 Learning Objectives 323 Chapter Preview 323 Subjective Models 324 Delphi Method 324 Cross-Impact Analysis 326 Historical Analogy 326 363 Yield Management 364 369 Yield Management Applications Summary 370 Service Benchmark: Yield Management Causal Models 327 at American Airlines 37 1 Key Terms and Definitions 373 Regression Models 32 7 Topics for Discussion 373 Econometric Models 329 Time Series Models 329 Interactive Exercise 373 N- Period Moving Average 329 Solved Problems 373 Simple Exponential Smoothing 331 Exercises 375 Relationship between or and N 333 Case: River City National Bank 379 Forecast Error 334 Case: Gateway International Airport 380 Exponential Smoothing with Trend Adjustment 334 Case: The Yield Management Analyst 382 Exponential Smoothing with Seasonal Adjustment 336 Case: Sequoia Airlines 3 85 Exponential Smoothing with Trend and Seasonal Selected Bibliography 386 Adjustments 338 Endnotes 388 Summary of Exponential Smoothing 340 Summary 340 Service Benchmark: L. L. Bean Improves Call-Center Forecasting 34 1 Key Terms and Definitions 344 Topics for Discussion 344 Interactive Exercise 344 Solved Problems 344 Exercises 346 Case: Oak Hollow Medical Evaluation Center 348 Case: Gnomial Functions, Inc. 349 Selected Bibliography 350 Endnotes 350 Chapter 13 Managing Waiting Lines 389 Learning Objectives 389 Chapter Preview 392 Queuing Systems 392 The Inevitability of Waiting 392 The Psychology of Waiting 393 That Old Empty Feeling 394 A Foot in the Door 394 The Light at the End of the Tunnel 395 Excuse Me, but I Was Next 395 They Also Serve, Who Sit and Wait 396 Chapter 12 Managing Capacity and Demand 351 Learning Objectives 35 1 Chapter Preview 352 Strategies for Managing Demand Segmenting Demand 353 Offering Price Incentives 354 The Economics of Waiting 396 Essential Features of Queuing Systems Calling Population 398 Arrival Process 398 Queue Conf'iguration 402 Queue Discipline 404 Service Process 405 397 352 Summary 407 Service Benchmark: Five Minutes in Line is Longer Than Five Minutes at Hard Labor 408 Key Terms and Definitions 408 Topics for Discussion 408 Interactive Exercise 408 Case: Thrifty Car Rental 409 Case: Eye'll Be Seeing You 4 10 Chapter 13 Supplement Computer Simulation 412 Systems Simulation 4 13 Simulation Methodology 413 Monte Carlo Simulation 4 14 Generating Random Variables 415 Discrete-Event Simulation 418 Service Benchmark: Simulation Modeling for Process Reengineering in the Telecommunications Industry 464 Key Terms and Definitions 467 Topics for Discussion 467 Interactive Exercise 467 Solved Problems 467 Exercises 468 Case: Houston Port Authority 473 Case: Freedom Express 473 Case: Renaissance Clinic (B) 474 Selected Bibliography 475 Endnotes 475 ServiceModel Simulation Software 41 9 Demonstration: Customer Service Call Center 422 Process Analysis: Manufacturing Cell 423 Build a Model: Order Processing System Tutorial 425 Case: Pronto Pizza 432 Case: Renaissance Clinic (A) 432 Solved Problems 43 3 Exercises 436 Selected Bibliography 440 Endnotes 441 Chapter 15 Service Supply Relationships 477 Learning Objectives 477 chapter Preview 478 Supply Chain Management 478 Network Model 4 78 Managing Uncertainty 479 Supply Chain Strategic Planning Customer-Supplier Duality 480 Service Supply Relationships 482 482 Chapter 14 Capacity 'lanning and Queuing Learning Objectives 443 Chapter Preview 444 Capacity Planning 445 Strategic Role of Capacity Decisions 443 Managerial landlications of Bidirectional Relationships 483 Service Supply Relationships Are Hubs, Not Chains 483 Service Capacity Is Analogous to Inventory 483 Customer Supplied Inputs Can Yary in Quality 483 445 Sources of Value in Service Supply Relationships 484 Bidirectional Optimization 484 Management of Productive Capacity Management of Perishability 485 Analytical Queuing Models 446 Standard MIMII Model 448 Standard MIMICModel 450 MIGII Model 454 General Self-service MIGlm Model Finite-Queue MIMl1 Model 455 Finite-Queue MIMICModel 456 484 Outsourcing Services 486 454 Benefits and Risks of Outsourcing Services 487 Classification of Business Services 488 General Relationships Between System Characteristics 457 Capacity Planning Criteria 457 Average Customer Waiting rime 458 Probability of Excessive Waiting 459 Minimizing the Sum of Customer Waiting Costs and Service Costs 460 Probability of Sales Lost Because of Inadequate WaitingArea 461 Requirement That Expected ProJit on Last Unit of Capacity Should Just Exceed Expected Loss 462 Managerial Considerations with Service Outsourcing 488 Facility Support Service (Property/Low Importance) 490 Equipment Support Service (Property/High Importance) 490 Employee Support Service (People/Low Importance) 490 Employee Development (People/High Importance) 490 Facilitator Service (ProcedLow Importance) 490 Professional Service (ProcesdHigh Importance) 491 Summary 463 Service Benchmark: Citizens Come First in Lynchburg 49 1 Selected Bibliography 55 1 Summary 491 Key Terms and Definitions 492 Endnotes 551 Topics for Discussion 492 Interactive Exercise 492 Chapter 17 Case: Peapod-Smart Shopping for Busy People 493 Growth and Globalization of Services 553 Case: Mortgage Service Game 495 Learning Objectives 553 Chapter 15 Supplement Chapter Preview 554 Vehicle Routing 498 Domestic Growth and Expansion Strategies 554 Field Service 498 Focused Service 555 The Clarke-Wright Algorithm 499 Focused Network 555 Vehicle Routing with Constraints 503 Clustered Service 556 A Manual Routing System 505 Diverszfied Network 55 7 Solved Problems 506 Franchising 557 Exercises 508 The Nature of Franchising 557 Case: The Daley Monthly Car Pool 5 11 Benefits to the Franchisee 5561 Case: Airport Services, Inc. 5 11 Issues for the Franchiser 558 Selected Bibliography 5 12 Globalization of Services 560 Endnotes 513 Chapter 16 Managing Facilitating Goods 515 Learning Objectives 5 15 Chapter Preview 5 17 Inventory Theory 5 17 Role of Inventory in Services 51 7 Characteristics o f Inventory Systems 519 Relevant Costs of an Inventory System 520 Generic International Strategies 560 The Nature of the Borderless World 561 Planning Transnational Operations 563 Global Service Strategies 565 Multicountry Expansion 566 Importing Customers 567 Following Your Customer 567 Service Offshoring 568 Beating the Clock 568 Order Quantity Models 520 Economic Order Quantity 521 Inventory Model with Quantity Discounts 524 Inventory Model with Planned Shortages 527 Inventory Management under Uncertainty Inventory Control Systems 53 1 Continuous Review System 531 Periodic Review System 533 The ABCs of Inventory Control 534 529 Single-Period Model for Perishable Goods 535 Expected ValueAnalysis 536 Marginal Analysis 53 7 Service Benchmark: Small World and Other Myths 569 Summary 570 Key Terms and Definitions 570 Topics for Discussion 571 Interactive Exercise 57 1 Case: Goodwill Industries International, Inc. 572 Case: Federal Express: Tiger International Acquisition 574 Selected Bibliography 577 Endnotes 578 Appendix A: Areas of Standard Normal Retail Discounting Model 538 Distribution 579 Service Benchmark: A Chip in Time Isn't Stale 539 Appendix B: Uniformly Distributed Random Summary 540 Numbers [0,1] 580 Key Terms and Definitions 540 Appendix C: Values of L, for the MIMIC Topics for Discussion 54 1 Queuing Model 581 Interactive Exercise 54 1 Solved Problems 54 1 Appendix D: Equations for Selected Queuing Exercises 543 Models 583 Case: A.D. Small Consulting 549 Name Index 586 Case: Last Resort Restaurant 549 Subiect Index 590 Case: Elvsian Cvcles 550

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