Successful service operations management
Author: Metters, Richard D. ; King-Metters, Kathryn ; Pullman, Madeleine E. ; Walton, StevePublisher: Thomson South-Western, 2006.Edition: 2nd ed.Language: EnglishDescription: 406 p. : Graphs ; 26 cm. includes CD-ROM / DVDISBN: 9780324661187Type of document: BookNote: Doriot: for 2012-2013 coursesBibliography/Index: Includes index
| Item type | Current location | Collection | Call number | Status | Notes | Date due | Barcode | Item holds |
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Asia Campus Archives |
HC2000 .S4 M48 2006
(Browse shelf) 900202023 |
Available | Student and Microsoft Office Project 2007 CD included | 900202023 | |||
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Europe Campus Main Collection |
HC2000 .S4 M48 2006
(Browse shelf) 001216401 |
Available | 1 CD inside back cover | 001216401 | |||
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Europe Campus Main Collection |
HC2000 .S4 M48 2006
(Browse shelf) 001216419 |
Available | 1 CD inside back cover | 001216419 | |||
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Europe Campus Main Collection |
HC2000 .S4 M48 2006
(Browse shelf) 001269161 |
Available | 1 CD inside back cover | 001269161 | |||
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Europe Campus Main Collection |
HC2000 .S4 M48 2006
(Browse shelf) 001269154 |
Available | 3 CDs inside back cover | 001269154 | |||
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Middle East Campus Textbook Collection |
HC2000 .S4 M48 2006
(Browse shelf) 500014910 |
Available | 500014910 |
Doriot: for 2012-2013 courses
Includes index
Digitized
Successful Service Operations Management Brief Contents CHAPTER 1 Introduction: Services in the Economy 1 PART Formulating Strategy 13 1 CHAPTER 2 Strategic Positioning and Service Strategy CHAPTER 3 Internet Strategies CHAPTER 4 Environmental Strategies 14 31 51 PART Designing the Delivery System 75 76 96 115 134 2 CHAPTER 5 New Service Development CHAPTER 6 Managing Service Experiences CHAPTER 7 The Front-Office, Back-Office Interface CHAPTER 8 Offshoring and Outsourcing PART Improving the Delivery System 155 3 CHAPTER 9 Analyzing Processes CHAPTER 10 Service Quality CHAPTER 11 Six Sigma for Service Process Improvement 156 178 212 PART Matching Supply and Demand 233 234 258 277 4 CHAPTER 12 Yield Management CHAPTER 13 Inventory Management in Services CHAPTER 14 Waiting Time Management PA R T Tools for Managing Services CHAPTER 15 Real-World Project Management CHAPTER 16 Site Selection for Services CHAPTER 17 Advanced Models: Data Envelopment Analysis CHAPTER 18 Advanced Models: Scoring Systems NAME INDEX SUBJECT INDEX 297 298 328 356 375 393 397 5
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