Forcing the customer oriented strategy to operate services and management processes, and sharpen your focus on creating customer value throughout the entire organisation of your service! Comprehensive, multi-disciplinary reference completely covers the theory and the most effective methods for managing hosted services, based on the creative insights from economics, consumer behavior, marketing, strategy and operations management. Expert Cengiz Haksever and Barry Render provides important insights on emerging services and supply chain topics, enhancing key points with case studies of up-to-date.
Table of Contents
Part I: Understanding Services Chapter 1 The Important Role Services Play in an Economy Chapter 2 The Nature of Services and Service Encounters Chapter 3 Customers: The Focus of Service Management Chapter 4 Globalization of Services Chapter 5 Service Strategy and Competitiveness Chapter 6 Ethical Challenges in Service Management
Part II: Building the Service System Chapter 7 Technology and Its Impact on Services and Their Management Chapter 8 Design and Development of Services and Service Delivery Systems Chapter 9 Supply Chains in Services and Their Management Chapter 10 Locating Facilities and Designing Their Layout
Part III: Operating the Service System Chapter 11 Managing Demand and Supply in Services Chapter 11 Supplement Queuing and Simulation Chapter 12 Service Quality and Continuous Improvement Chapter 12 Supplement Tools and Techniques of Total Quality Management Chapter 13 Service Productivity and Measurement of Performance Chapter 14 Management of Public and Private Nonprofit Service Organizations
Part IV: Tools and Techniques for Managing Service Operations Chapter 15 Forecasting Demand for Services Chapter 16 Vehicle Routing and Scheduling Chapter 17 Project Management Chapter 18 Linear and Goal Programming Applications for Services Chapter 19 Service Inventory Systems
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