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Service Management: Operations, Strategy, Information Technology James Fitzsimmons

Service Management: Operations, Strategy, Information Technology By James Fitzsimmons

Service Management: Operations, Strategy, Information Technology by James Fitzsimmons

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Summary

Offers conceptual and applied coverage of the aspects of the management and operation of services. This title helps to develop students' skills in both strategic and operational issues pertaining to services. It also offers the information on Six-Sigma and RFID, as well as the developments in other industry topics.

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Service Management: Operations, Strategy, Information Technology Summary

Service Management: Operations, Strategy, Information Technology by James Fitzsimmons

Balancing conceptual and applied coverage of all aspects of the management and operation of services, Service Management has maintained the position as market leader through five previous editions. It is the most comprehensive and widely used introduction to service operations on the market, written by one of the top authorities on the subject, and it is designed to develop students' skills in both strategic and operational issues pertaining to services. The Seventh Edition also offers the latest information on Six-Sigma and RFID, as well as recent developments in other important industry topics. Text coverage spans both qualitative and quantitative aspects of service management and offers flexibility in courses, offering varying approaches to the study of service operations. The new edition is designed to develop students' skills in both strategic and operational issues pertaining to services.

About James 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 UniversityNorthridge, 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. 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 UniversityNorthridge, 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.

Table of Contents

PART I: Understanding ServicesChapter 1: The Role of Services in an EconomyChapter 2: The Nature of ServicesChapter 3: Service StrategyPART II: Designing the Service EnterpriseChapter 4: New Service DevelopmentChapter 5: Technology in ServicesChapter 6: Service QualityChapter 7: Supporting Facility and Process FlowsChapter 8: Process ImprovementChapter 9: The Service EncounterChapter 10: Service Facility LocationPART III: Managing Service OperationsChapter 11: Managing Capacity and DemandChapter 12: Managing Waiting Lines Chapter 13: Service Supply RelationshipsChapter 14: Growth and Globalization of ServicesChapter 15: Managing ProjectsPART IV: Quantitative Models for Service ManagementChapter 16: Capacity Planning and Queuing Models (Computer Simulation)Chapter 17: Forecasting Demand for ServicesChapter 18: Managing Facilitating GoodsAppendices:Areas of a Standard Normal DistributionUniformly Distributed Random Numbers [0,1]Values of Lq for the M/M/c Queuing ModelEquations for Selected Queuing ModelsIndex

Additional information

CIN0073403350VG
9780073403359
0073403350
Service Management: Operations, Strategy, Information Technology by James Fitzsimmons
James Fitzsimmons
Used - Very Good
Hardback
McGraw-Hill Education - Europe
20100516
560
N/A
Book picture is for illustrative purposes only, actual binding, cover or edition may vary.
This is a used book - there is no escaping the fact it has been read by someone else and it will show signs of wear and previous use. Overall we expect it to be in very good condition, but if you are not entirely satisfied please get in touch with us

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