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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
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Item type Current location Collection Call number Status Notes Date due Barcode Item holds
Book Asia Campus
Archives
Print HC2000 .S4 M48 2006
(Browse shelf)
900202023
Available Student and Microsoft Office Project 2007 CD included 900202023
Book Europe Campus
Main Collection
Print HC2000 .S4 M48 2006
(Browse shelf)
001216401
Available 1 CD inside back cover 001216401
Book Europe Campus
Main Collection
Print HC2000 .S4 M48 2006
(Browse shelf)
001216419
Available 1 CD inside back cover 001216419
Book Europe Campus
Main Collection
Print HC2000 .S4 M48 2006
(Browse shelf)
001269161
Available 1 CD inside back cover 001269161
Book Europe Campus
Main Collection
Print HC2000 .S4 M48 2006
(Browse shelf)
001269154
Available 3 CDs inside back cover 001269154
Book Middle East Campus
Textbook Collection
Print HC2000 .S4 M48 2006
(Browse shelf)
500014910
Available 500014910
Total holds: 0

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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