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MP Service Management with Service Model Software Access Card

Course Codes : INFS3632, LGM350

MP Service Management with Service Model Software Access Card

ISBN 9780077841201
Edition 8
Publication Date
Publisher McGraw-Hill Professional

PART ONE: Understanding Services

Chapter 1: The Service Economy Chapter 2: Service Strategy

PART TWO: Designing the Service Enterprise

Chapter 3: New Service Development Chapter 4: The Service Encounter Chapter 5: Supporting Facility and Process Flows Chapter 6: Service Quality Chapter 7: Process Improvement Supplement: Data Envelopment Analysis (DEA) 205 Chapter 8: Service Facility Location

PART THREE: Managing Service Operations

Chapter 9: Service Supply Relationships Chapter 10: Globalization of Services Chapter 11: Managing Capacity and Demand Chapter 12: Managing Waiting Lines Chapter 13: Capacity Planning and Queuing Models Supplement: Computer Simulation

PART FOUR: Quantitative Models for Service Management

Chapter 14: Forecasting Demand for Services Chapter 15: Managing Service Inventory Chapter 16: Managing Service Projects APPENDIX Appendix A: Areas of Standard Normal Distribution Appendix B: Uniformly Distributed Random Numbers [0, 1] Appendix C: Values of Lq for the M/M/c Queuing Model Appendix D: Equations for Selected Queuing Models NAME INDEX SUBJECT INDEX

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