ISE Service Management: Operations, Strategy, Information Technology -

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Résumé :
The ninth edition continues to acknowledge and emphasize the essential uniqueness of service management. The text is organized in four parts: Part One: Understanding Services, which provides a historical context as well as distinguishes the distinctive characteristics of service operations; Part Two: Designing the Service Enterprise, which covers designing the service enterprise to support the competitive strategy; Part Three: Managing Service Operations that details topics such as Managing Capacity, Demand and Waiting Lines and Service Supply Relationships and; Part Four: Quantitative Models for Service Management that addresses forecasting and managing service inventory.

Biographie:
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.

Sommaire:
PART ONE Understanding Services

1 The Service Economy 2 Service Strategy

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

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

14 Forecasting Demand for Services 15 Managing Service Inventory 16 Managing Service Projects