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Service management: operations, strategy and information technology

Author: Fitzsimmons, James A. ; Fitzsimmons, Mona J.Publisher: McGraw-Hill, 2008.Edition: International and 6th ed.Language: EnglishDescription: 537 p. : Graphs/Ill./Photos ; 28 cm. includes CD-ROM / DVDISBN: 9780071263467Type of document: BookNote: CD available inside back cover of some copiesBibliography/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 2008
(Browse shelf)
900194570
Available 900194570
Book Europe Campus
Main Collection
Print HC2000 .S4 F58 2008
(Browse shelf)
001259841
Available 001259841
Book Europe Campus
Main Collection
Print HC2000 .S4 F58 2008
(Browse shelf)
001259865
Available 001259865
Book Europe Campus
Main Collection
Print HC2000 .S4 F58 2008
(Browse shelf)
001259834
Available 001259834
Total holds: 0

CD available inside back cover of some copies

Includes bibliographical references and index

Digitized

Service Management Operations, Strategy, Information Technology Contents PART ONE: Understanding Services 1 1 The Role of Services in an Economy 3 2 The Nature of Services 17 3 Service Strategy 35 PART TWO: Designing the Service Enterprise 61 4 New Service Development 63 5 Technology in Services 89 6 Service Quality 107 7 Process Improvement 145 8 The Service Encounter 175 9 Supporting Facility and Process Flows 197 10 Service Facility Location 225 PART THREE: Managing Service Operations 255 11 Managing Capacity and Demand 257 12 Managing Waiting Lines 293 13 Service Supply Relationships 315 14 Growth and Globalization of Services 339 15 Managing Projects 363 PART FOUR: Quantitative Models for Service Management 399 16 Capacity Planning and Queuing Models 401 17 Forecasting Demand for Services 449 18 Managing Facilitating Goods 475 APPENDIX A Areas of a Standard Normal Distribution 508 B Uniformly Distributed Random Numbers [0, 1] 509 C Values of Lq for the M/M/c Queuing Model 510 D Equations for Selected Queuing Models 512 NAME INDEX 517 SUBJECT INDEX 521

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