10%
Service Systems Management and Engineering: Creating Strategic Differentiation and Operational Excellence

Service Systems Management and Engineering: Creating Strategic Differentiation and Operational Excellence

          
5
4
3
2
1

International Edition


Premium quality
Premium quality
Bookswagon upholds the quality by delivering untarnished books. Quality, services and satisfaction are everything for us!
Easy Return
Easy return
Not satisfied with this product! Keep it in original condition and packaging to avail easy return policy.
Certified product
Certified product
First impression is the last impression! Address the book’s certification page, ISBN, publisher’s name, copyright page and print quality.
Secure Checkout
Secure checkout
Security at its finest! Login, browse, purchase and pay, every step is safe and secured.
Money back guarantee
Money-back guarantee:
It’s all about customers! For any kind of bad experience with the product, get your actual amount back after returning the product.
On time delivery
On-time delivery
At your doorstep on time! Get this book delivered without any delay.
Quantity:
Add to Wishlist

About the Book

The ultimate instructional guide to achieving success in the service sector Already responsible for employing the bulk of the U.S. workforce, service-providing industries continue to increase their economic dominance. Because of this fact, these companies are looking for talented new service systems engineers to take on strategic and operational challenges. This instructional guide supplies essential tools for career seekers in the service field, including techniques on how to apply scientific, engineering, and business management principles effectively to integrate technology into the workplace. This book provides: Broad-based concepts, skills, and capabilities in twelve categories, which form the "Three-Decker Leadership Architecture," including creative thinking and innovations in services, knowledge management, and globalization Materials supplemented and enhanced by a large number of case studies and examples Skills for successful service engineering and management to create strategic differentiation and operational excellence for service organizations Focused training on becoming a systems engineer, a critically needed position that, according to a 2009 Moneyline article on the best jobs in America, ranks at the top of the list Service Systems Management and Engineering is not only a valuable addition to a college classroom, but also an extremely handy reference for industry leaders looking to explore the possibilities presented by the expanding service economy, allowing them to better target strategies for greater achievement.

Table of Contents:
Preface xxi Acknowledgments xxix Chapter 1 Introduction 1 1.1 Introduction 1 1.2 Services versus Products 1 1.3 Service Sectors 7 1.4 System-Integrative View of Service Enterprises 10 1.5 Service Systems Engineering 14 1.6 Skill Sets for Service Systems Professionals 18 1.7 Roles of Technologists versus Managers/Leaders 23 1.8 Preparation of Service Systems Engineers/Leaders 25 1.9 Challenges in the New Millennium 27 1.10 Conclusions 27 1.11 References 28 1.12 Appendices 29 1.13 Questions 37 Part I The Functions of Engineering Management 39 Chapter 2 Planning 41 2.1 Introduction 41 2.2 New Business Technology Trends 41 2.3 Types of Planning 43 2.4 Strategic Planning 44 2.5 Participants in the Planning Process 52 2.6 Planning Roles of Engineering Managers 53 2.7 Tools for Planning 55 2.8 Planning Activities 60 2.9 Some Specific Advice on Planning 67 2.10 Planning in the Healthcare Industry 71 2.11 Conclusions 72 2.12 References 73 2.13 Questions 75 Chapter 3 Organizing 77 3.1 Introduction 77 3.2 The Concept of Structure Following Strategy 78 3.3 Activities of Organizing 80 3.4 Organizing One’s Own Workplace for Productivity 80 3.5 Developing Organizational Structure 83 3.6 Enhancing Corporate Performance by Organizing—Examples 92 3.7 Cross-Functional Teams 103 3.8 Delegating 107 3.9 Establishing Working Relationships 109 3.10 Informal Organizations 112 3.11 Conclusions 113 3.12 References 114 3.13 Appendix—Definitions 115 3.14 Questions 116 Chapter 4 Leading 119 4.1 Introduction 119 4.2 Leading Activities 119 4.3 Deciding 120 4.4 Communicating 135 4.5 Motivating 139 4.6 Selecting Engineering Employees 142 4.7 Developing People 147 4.8 Special Topics on Leading 148 4.9 Conclusions 152 4.10 References 153 4.11 Appendices 154 4.12 Questions 156 Chapter 5 Controlling 161 5.1 Introduction 161 5.2 Setting Performance Standards 161 5.3 Benchmarking 163 5.4 Talent Management 167 5.5 Means of Control 169 5.6 General Comments 170 5.7 Control of Management Time 170 5.8 Control of Personnel 172 5.9 Control of Business Relationships 174 5.10 Control of Projects 174 5.11 Control of Quality 175 5.12 Control of Knowledge 184 5.13 Conclusions 185 5.14 References 186 5.15 Questions 187 Part II Business Fundamental for Service Systems Engineers and Leaders 191 Chapter 6 Cost Accounting and Control 193 6.1 Introduction 193 6.2 Service/Product Costing 193 6.3 Application of ABC in Various Service Sectors 198 6.4 Application of ABC in the Manufacturing Sector 207 6.5 Target Costing 211 6.6 Risk Analysis and Cost Estimation under Uncertainty 211 6.7 Management of Overhead Costs 223 6.8 Miscellaneous Topics 223 6.9 Conclusions 231 6.10 References 232 6.11 Appendices 234 6.12 Questions 249 Chapter 7 Financial Accounting and Management for Service Systems Engineers 256 7.1 Introduction 256 7.2 Financial Accounting Principles 257 7.3 Key Financial Statements 258 7.4 Fundamentals of Financial Analysis 272 7.5 Balanced Scorecard 282 7.6 Capital Formation 283 7.7 Capital Assets Valuation 294 7.8 Conclusions 308 7.9 References 309 7.10 Appendices 311 7.11 Questions 317 Chapter 8 Marketing Management for Service Systems Engineers 332 8.1 Introduction 332 8.2 The Function of Marketing 333 8.3 Market Forecast—Four-Step Process 340 8.4 Market Segmentation 342 8.5 Marketing Mix (Seven Ps) 346 8.6 Customers 376 8.7 Other Factors Affecting Marketing Success 382 8.8 Conclusions 384 8.9 References 385 8.10 Appendices 387 8.11 Questions 388 Part III SSME Leadership in the New Millennium 391 Chapter 9 Service Systems Management and Engineering Leaders 395 9.1 Introduction 395 9.2 New Competency Model for Service Leaders 396 9.3 Total Leadership 401 9.4 Leading Change 402 9.5 Leadership Styles, Qualities, and Attributes 403 9.6 Leaders and Managers 413 9.7 Factors Affecting the Promotion to Manager 415 9.8 Leadership Skills for the Twenty-First Century 419 9.9 Unique Contributions Expected of SSME Leaders 423 9.10 Career Strategies for the Twenty-First Century 428 9.11 “Take Charge” to “Get Success” Formulae 428 9.12 Conclusions 430 9.13 References 430 9.14 Appendices 432 9.15 Questions 436 Chapter 10 Ethics in Service Systems Management and Engineering 439 10.1 Introduction 439 10.2 Ethics in the Workplace 442 10.3 Guidelines for Making Tough Ethical Decisions 451 10.4 Corporate Ethics Programs 454 10.5 Affirmative Action and Workforce Diversity 457 10.6 Global Issues of Ethics 459 10.7 Philosophical Approach of Addressing Ethics Issues 468 10.8 Conclusions 468 10.9 References 469 10.10 Questions 471 Chapter 11 Knowledge Management 475 11.1 Introduction 475 11.2 Basics of Knowledge Management (KM) 475 11.3 Management of KM Programs 486 11.4 Knowledge Management Practices in Service and Manufacturing Sectors 489 11.5 New Frontiers of Knowledge Management 499 11.6 Conclusions 500 11.7 References 501 11.8 Questions 503 Chapter 12 Innovations in Services 505 12.1 Introduction 505 12.2 Creativity and Creative Thinking Strategies 505 12.3 Fundamentals of Innovation 519 12.4 Innovation Management 528 12.5 Selected Innovation Practices in the Service Sectors 538 12.6 Conclusions 543 12.7 References 543 12.8 Appendices 546 12.9 Questions 552 Chapter 13 Operational Excellence—Lean Six Sigma, Web-Based Applications, and SOA 554 13.1 Introduction 554 13.2 The New Revolution in Productivity 555 13.3 Lean Six Sigma for Services—The SERVICE Model 558 13.4 Internet-based Applications for Service Management 561 13.5 Web Services 585 13.6 Service-oriented Architecture (SOA) 586 13.7 Conclusions 594 13.8 References 595 13.9 Questions 597 Chapter 14 Globalization 599 14.1 Introduction 599 14.2 Global Trade and Commerce 600 14.3 The Great Philosophical Debate about Globalization 610 14.4 New Opportunities Offered by Globalization 613 14.5 Preparation for Globalization 618 14.6 Past Practices Related to Globalization 630 14.7 Developing Global Strategies for Service Businesses 633 14.8 Future Trends 634 14.9 The Global Challenges Ahead 641 14.10 Conclusions 650 14.11 Summary Remarks for the Text 651 14.12 References 655 14.13 Questions 658 Appendix: Selected Cases Relevant to Service Systems Management and Engineering 661 Index 667


Best Sellers


Product Details
  • ISBN-13: 9780470423325
  • Publisher: John Wiley & Sons Inc
  • Publisher Imprint: John Wiley & Sons Inc
  • Depth: 38
  • Language: English
  • Returnable: N
  • Spine Width: 41 mm
  • Weight: 1379 gr
  • ISBN-10: 0470423323
  • Publisher Date: 18 May 2010
  • Binding: Hardback
  • Height: 241 mm
  • No of Pages: 720
  • Series Title: English
  • Sub Title: Creating Strategic Differentiation and Operational Excellence
  • Width: 196 mm


Similar Products

How would you rate your experience shopping for books on Bookswagon?

Add Photo
Add Photo

Customer Reviews

REVIEWS           
Click Here To Be The First to Review this Product
Service Systems Management and Engineering: Creating Strategic Differentiation and Operational Excellence
John Wiley & Sons Inc -
Service Systems Management and Engineering: Creating Strategic Differentiation and Operational Excellence
Writing guidlines
We want to publish your review, so please:
  • keep your review on the product. Review's that defame author's character will be rejected.
  • Keep your review focused on the product.
  • Avoid writing about customer service. contact us instead if you have issue requiring immediate attention.
  • Refrain from mentioning competitors or the specific price you paid for the product.
  • Do not include any personally identifiable information, such as full names.

Service Systems Management and Engineering: Creating Strategic Differentiation and Operational Excellence

Required fields are marked with *

Review Title*
Review
    Add Photo Add up to 6 photos
    Would you recommend this product to a friend?
    Tag this Book
    Read more
    Does your review contain spoilers?
    What type of reader best describes you?
    I agree to the terms & conditions
    You may receive emails regarding this submission. Any emails will include the ability to opt-out of future communications.

    CUSTOMER RATINGS AND REVIEWS AND QUESTIONS AND ANSWERS TERMS OF USE

    These Terms of Use govern your conduct associated with the Customer Ratings and Reviews and/or Questions and Answers service offered by Bookswagon (the "CRR Service").


    By submitting any content to Bookswagon, you guarantee that:
    • You are the sole author and owner of the intellectual property rights in the content;
    • All "moral rights" that you may have in such content have been voluntarily waived by you;
    • All content that you post is accurate;
    • You are at least 13 years old;
    • Use of the content you supply does not violate these Terms of Use and will not cause injury to any person or entity.
    You further agree that you may not submit any content:
    • That is known by you to be false, inaccurate or misleading;
    • That infringes any third party's copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy;
    • That violates any law, statute, ordinance or regulation (including, but not limited to, those governing, consumer protection, unfair competition, anti-discrimination or false advertising);
    • That is, or may reasonably be considered to be, defamatory, libelous, hateful, racially or religiously biased or offensive, unlawfully threatening or unlawfully harassing to any individual, partnership or corporation;
    • For which you were compensated or granted any consideration by any unapproved third party;
    • That includes any information that references other websites, addresses, email addresses, contact information or phone numbers;
    • That contains any computer viruses, worms or other potentially damaging computer programs or files.
    You agree to indemnify and hold Bookswagon (and its officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers, including but not limited to Bazaarvoice, Inc.), harmless from all claims, demands, and damages (actual and consequential) of every kind and nature, known and unknown including reasonable attorneys' fees, arising out of a breach of your representations and warranties set forth above, or your violation of any law or the rights of a third party.


    For any content that you submit, you grant Bookswagon a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell, transfer, and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you. Additionally,  Bookswagon may transfer or share any personal information that you submit with its third-party service providers, including but not limited to Bazaarvoice, Inc. in accordance with  Privacy Policy


    All content that you submit may be used at Bookswagon's sole discretion. Bookswagon reserves the right to change, condense, withhold publication, remove or delete any content on Bookswagon's website that Bookswagon deems, in its sole discretion, to violate the content guidelines or any other provision of these Terms of Use.  Bookswagon does not guarantee that you will have any recourse through Bookswagon to edit or delete any content you have submitted. Ratings and written comments are generally posted within two to four business days. However, Bookswagon reserves the right to remove or to refuse to post any submission to the extent authorized by law. You acknowledge that you, not Bookswagon, are responsible for the contents of your submission. None of the content that you submit shall be subject to any obligation of confidence on the part of Bookswagon, its agents, subsidiaries, affiliates, partners or third party service providers (including but not limited to Bazaarvoice, Inc.)and their respective directors, officers and employees.

    Accept

    New Arrivals


    Inspired by your browsing history


    Your review has been submitted!

    You've already reviewed this product!
    ASK VIDYA