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Service Management: Operations, Strategy, Information Technology by Sanjeev K. Bordoloi, James A. Fitzsimmons and Mona J. Fitzsimmons

ISBN10: 1266112626 | ISBN13: 9781266112621

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ISBN10: 1265430187 | ISBN13: 9781265430184
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ISBN10: 1265430187 | ISBN13: 9781265430184

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Product Information

Transform your service management courses with Service Management: Operations, Strategy, Information Technology. Designed to address the growing demand for service-focused content, this market-leading title delivers up-to-date real-world coverage, engaging case studies, and tools tailored to both elective and introductory operations management courses. With features like interactive exercises, solved problems, and integrated Connect offerings, it empowers instructors to provide students with a competitive edge in understanding service industries.

PART ONE: UNDERSTANDING SERVICES
1. The Service Economy
2. Service Strategy


PART TWO: DESIGNING THE SERVICE ENTERPRISE
3. New Service Development
4. The Service Encounter
5. Supporting Facility and Process Flows
6. Service Quality
7. Process Improvement Supplement: Data Envelopment Analysis (DEA)
8. Service Facility Location


PART THREE: MANAGING SERVICE OPERATIONS
9. Service Supply Relationships
10. Globalization of Services
11. Managing Capacity and Demand
12. Managing Waiting Lines
13. Capacity Planning and Queuing Models Supplement: Computer Simulation


PART FOUR: QUANTITATIVE MODELS FOR SERVICE MANAGEMENT
14. Forecasting Demand for Services
15. Managing Service Inventory
16. Managing Service Projects


APPENDIX
A. Areas of Standard Normal Distribution
B. Uniformly Distributed Random Numbers [0, 1]
C. Values of Lq for the M/M/c Queuing Model
D. Equations for Selected Queuing Models

About the Author

Sanjeev K. Bordoloi

James A. Fitzsimmons

James Fitzsimmons received a B.S.E. in industrial engineering from the University of Michigan, an M.B.A. from Western Michigan University, and a Ph.D. with distinction from the University of California at Los Angeles. Dr. Fitzsimmons has held faculty appointments at UCLA, California State University–Northridge, the University of New Mexico, Boston University Overseas Graduate Program, California Polytechnic State University at San Luis Obispo, and the Helsinki School of Economics and Business. His research in the area of emergency ambulance location won the Stan Hardy Award in 1983 for the best paper published in the field of operations management. A computer program, CALL, has been used worldwide to plan emergency ambulance systems. Dr. Fitzsimmons is a registered professional engineer in Michigan and has held industrial engineering positions at Corning Glass Works and Hughes Aircraft Company. He served in the U.S. Air Force as an officer in charge of base construction projects. 

Mona J. Fitzsimmons

James Fitzsimmons received a B.S.E. in industrial engineering from the University of Michigan, an M.B.A. from Western Michigan University, and a Ph.D. with distinction from the University of California at Los Angeles. Dr. Fitzsimmons has held faculty appointments at UCLA, California State University–Northridge, the University of New Mexico, Boston University Overseas Graduate Program, California Polytechnic State University at San Luis Obispo, and the Helsinki School of Economics and Business. His research in the area of emergency ambulance location won the Stan Hardy Award in 1983 for the best paper published in the field of operations management. A computer program, CALL, has been used worldwide to plan emergency ambulance systems. Dr. Fitzsimmons is a registered professional engineer in Michigan and has held industrial engineering positions at Corning Glass Works and Hughes Aircraft Company. He served in the U.S. Air Force as an officer in charge of base construction projects.

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