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Index
About This eBook
Title Page
Copyright Page
Dedication Page
Contents
About the Authors
Preface
Part I: Understanding Services
1. The Important Role Services Play in an Economy
1.1. Introduction
1.2. What Are Services?
1.3. The Service Sector of the U.S. Economy
1.4. Theories Explaining the Growth of Services
1.5. Overview of the Book
1.6. Summary
Endnotes
2. The Nature of Services and Service Encounters
2.1. Introduction
2.2. General Concept of a Productive System
2.3. Characteristics of Services
2.4. The Service Organization as a System
2.5. Service Encounters
2.6. Summary
Endnotes
3. Customers: The Focus of Service Management
3.1. Introduction
3.2. Customers and Their Needs
3.3. Consumer Behavior and a Consumer Decision Model
3.4. Unique Aspects of Service Purchases
3.5. A Cultural Profile of American Customers
3.6. A Look into the Future
3.7. Summary
Endnotes
4. Globalization of Services
4.1. Introduction
4.2. International Trade in Services
4.3. Why Service Companies Go Global
4.4. Global Environment for Service Businesses
4.5. Forms of Globalization
4.6. Summary
Endnotes
5. Service Strategy and Competitiveness
5.1. Introduction
5.2. Value
5.3. Strategy
5.4. Formulating a Competitive Service Strategy
5.5. Summary
Endnotes
6. Ethical Challenges in Service Management
6.1. Introduction
6.2. What Is Ethics?
6.3. Is There an Ethics Problem in Private and Public Sectors?
6.4. Challenges for Service Employees and Managers
6.5. Philosophical Theories of Ethics
6.6. Guidelines for Ethical Business Behavior
6.7. Summary
Endnotes
Part II: Building the Service System
7. Technology and Its Impact on Services and Their Management
7.1. Introduction
7.2. Process Technology and Information Technology
7.3. Technology in Services
7.4. Why Service Companies Invest in Technology
7.5. Technology as a Competitive Edge
7.6. Application Areas of Technology in Services
7.7. Information Systems
7.8. Enterprise Systems
7.9. Technology and the Future of Services
7.10. Summary
Endnotes
8. Design and Development of Services and Service Delivery Systems
8.1. Introduction
8.2. Why the Design Is So Important
8.3. Designing Quality and Value
8.4. Principles of Service Design
8.5. Design Process
8.6. Summary
Endnotes
9. Supply Chains in Services and Their Management
9.1. Introduction
9.2. Developments Leading to the Emergence of Supply Chain Management
9.3. What Is a Supply Chain?
9.4. Supply Chains in Services and Their Characteristics
9.5. Some Other Characteristics of Service Supply Chains
9.6. Challenges for Service Supply Chain Managers
9.7. Summary
Endnotes
10. Locating Facilities and Designing Their Layout
10.1. Introduction
10.2. Location Selection
10.3. Quantitative Methods for Location Selection
10.4. Site Selection
10.5. Objectives of Facility Layout
10.6. Inputs to the Layout Problem
10.7. Layout Strategies
10.8. Office Layout
10.9. Retail Store Layout
10.10. Warehousing and Storage Layouts
10.11. Summary
Endnotes
Part III: Operating the Service System
11. Managing Demand and Supply in Services
11.1. Introduction
11.2. Why Matching Demand and Supply Is Such a Challenge in Services
11.3. Managing Demand
11.4. Managing Supply
11.5. Summary
Endnotes
11. Supplement: Queuing and Simulation
S11.1. Introduction
S11.2. Basic Queuing System Configurations
S11.3. Measuring the Queue’s Performance
S11.4. A Single-Channel Queuing Model
S11.5. A Multichannel Queuing Model
S11.6. More Complex Queuing Models and the Use of Simulation
S11.7. Simulation as a Scheduling Tool
S11.8. The Role of Computers in Simulation
S11.9. Summary
Endnotes
12. Service Quality and Continuous Improvement
12.1. Introduction
12.2. Why Quality Is So Important
12.3. Quality Defined
12.4. Dimensions of Service Quality
12.5. The Gaps Model of Service Quality
12.6. Achieving Quality
12.7. Other Approaches to Achieving Service Quality
12.8. Reinforcing Quality Service
12.9. Summary
Endnotes
12. Supplement: Tools and Techniques of Total Quality Management
S12.1. Introduction
S12.2. Plan-Do-Study-Act Cycle
S12.3. Tools of TQM
S12.4. Process Control Charts
S12.5. Summary
13. Service Productivity and Measurement of Performance
13.1. Introduction
13.2. A Brief Background on Productivity
13.3. Why Productivity Is Important
13.4. Review of the Slowdown of U.S. Productivity Growth in the Recent Past
13.5. Raising Productivity
13.6. Service Productivity
13.7. Data Envelopment Analysis for Measurement of Service Efficiency
13.8. Summary
Endnotes
14. Management of Public and Private Nonprofit Service Organizations
14.1. Introduction
14.2. Public and Private Nonprofit Organizations Defined
14.3. Significance of Public and Private Nonprofit Organizations
14.4. The Nature of Public Sector Organizations
14.5. The Nature of Private Nonprofit Organizations
14.6. Summary
Endnotes
Part IV: Tools and Techniques for Managing Service Operations
15. Forecasting Demand for Services
15.1. Introduction
15.2. The Demand Forecast as the Basis for Operations Planning
15.3. What Types of Service Outputs Are Forecast?
15.4. Factors That Affect the Choice of Forecasting Method
15.5. Time Series Forecasting Models
15.6. Causal (Associative) Forecasting; Regression Analysis
15.7. General Approaches to Forecasting
15.8. Summary
Endnotes
16. Vehicle Routing and Scheduling
16.1. Introduction
16.2. Objectives of Routing and Scheduling Problems
16.3. Characteristics of Routing and Scheduling Problems
16.4. Routing Service Vehicles
16.5. Scheduling Service Vehicles
16.6. Other Routing and Scheduling Problems
16.7. Summary
Endnotes
17. Project Management
17.1. Introduction
17.2. Project Planning
17.3. Project Scheduling
17.4. Project Controlling
17.5. Project Management Techniques; PERT and CPM
17.6. PERT/Cost
17.7. Other Service Applications of PERT
17.8. A Critique of PERT and CPM
17.9. Summary
Endnotes
18. Linear and Goal Programming Applications for Services
18.1. Introduction
18.2. Overview of Linear Programming
18.3. Graphical Solution to a Linear Programming Problem
18.4. Computer Solution to a Linear Programming Problem
18.5. Formulating Linear Programming Models
18.6. Goal Programming
18.7. Summary
Endnotes
19. Service Inventory Systems
19.1. Introduction
19.2. Characteristics of Service Inventories
19.3. The Input Material Decision Problem
19.4. Service Inventory Control Systems
19.5. Inventory Control Systems for Independent Demand Items
19.6. Inventory Planning
19.7. Requirements Planning for Dependent Demand
19.8. Summary
Endnote
Appendix A. Areas Under the Standard Normal Curve
Index
FT Press
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