Service management : operations, strategy, information technology
著者
書誌事項
Service management : operations, strategy, information technology
（The Irwin/McGraw-Hill series in operations and decision sciences）
McGraw-Hill, 2011
7th ed, international ed
- : pbk
大学図書館所蔵 件 / 全6件
-
該当する所蔵館はありません
- すべての絞り込み条件を解除する
注記
Includes indexes
内容説明・目次
内容説明
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.
目次
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
「Nielsen BookData」 より