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Service Management, Student Workbook: An Integrated Approach to Supply Chain Management and Operations

Service Management, Student Workbook: An Integrated Approach to Supply Chain Management and Operations

          
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About the Book

With this hands-on study guide to accompany the reference on integrating the many disciplines that comprise service operations management, authors Haksever and Render help students master all aspects of the field. Fully aligned with Service Management, this workbook-style book includes chapter learning objectives, chapter summaries, chapter questions, reviews of key terms and concepts, additional cases and examples, discussion questions, and more.

Table of Contents:
PART I: UNDERSTANDING SERVICES Chapter 1: The Important Role Services Play in an Economy     1 Chapter 2: The Nature of Services and Service Encounters     5 Chapter 3: Customers: The Focus of Service Management     9 Chapter 4: Globalization of Services     13 Chapter 5: Service Strategy and Competitiveness     15 Chapter 6: Ethical Challenges in Service Management     19   PART II: BUILDING THE SERVICE SYSTEM Chapter 7: Technology and Its Impact on Services and Their Management     23 Chapter 8: Design and Development of Services and Service Delivery Systems     27 Chapter 9: Supply Chains in Services and Their Management     31 Chapter 10: Locating Facilities and Designing Their Layout     33   PART III: OPERATING THE SERVICE SYSTEM Chapter 11: Managing Demand and Supply in Services     43 Chapter 11 Supplement: Queuing and Simulation     47 Chapter 12: Service Quality and Continuous Improvement     55 Chapter 12 Supplement: Tools and Techniques of Total Quality Management     57 Chapter 13: Service Productivity and Measurement of Performance     61 Chapter 14: Management of Public and Private Nonprofit Service Organizations     67   PART IV: TOOLS AND TECHNIQUES FOR MANAGING SERVICE OPERATIONS Chapter 15: Forecasting Demand for Services     71 Chapter 16: Vehicle Routing and Scheduling     81 Chapter 17: Project Management     87 Chapter 18: Linear and Goal Programming Applications for Services     95 Chapter 19: Service Inventory Systems     105 Appendix A: Areas Under the Standard Normal Curve     109 Appendix B: Answers to Selected Problems     113


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Product Details
  • ISBN-13: 9780133088908
  • Publisher: Pearson Education (US)
  • Publisher Imprint: Addison Wesley
  • Language: English
  • Weight: 1 gr
  • ISBN-10: 0133088901
  • Publisher Date: 31 May 2013
  • Binding: Digital download
  • Sub Title: An Integrated Approach to Supply Chain Management and Operations


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Service Management, Student Workbook: An Integrated Approach to Supply Chain Management and Operations
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