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SERVICE MANAGEMENT : OPERATIONS, STRATEGY, AND INFORMATION TECHNOLOGY

MONA J. FITZSIMMONS , JAMES A. FITZSIMMONS

2001

BOOK
Category

OPERATIONS MANAGEMENT

Abstract PART I UNDERSTANDING SERVICES: THE ROLE OF SERVICES AND THE ECONOMY; THE NATURE OF SERVICES; SERVICE QUALITY; SERVICE STRATEGY. PART II DESIGNING THE SERVICE ENTERPRISE: NEW SERVICE DEVELOPMENT AND PROCESS DESIGN; THE SUPPORTING FACILITY; SERVICE FACILITY LOCATION; THE SERVICE ENCOUNTER; WORK MEASUREMENT; INTERNET SERVICE. PART III MANAGING SERVICE OPERATIONS: FORECASTING DEMAND FOR SERVICES; MANAGING WAITING LINES; COMPUTER SIMULATION; CAPACITY PLANNING; MANAGING CAPACITY AND DEMAND; MANAGING FACILITATING GOODS; SERVICE AND SUPPLY CHAIN MANAGEMENT; VEHICLE ROUTING; MANAGING SERVICE PROJECTS; LINEAR PROGRAMMING APPLICATIONS IN SERVICES. PART IV TOWARD WORLD-CLASS SERVICE; QUALITY AND PRODUCTIVITY IMPROVEMENT; DATA ENVELOPMENT ANALYSIS (DEA); GROWTH AND GLOBAL EXPANSION.
ISBN 007231267X
Author(s) MONA J. FITZSIMMONS , JAMES A. FITZSIMMONS
Credits
Edition 3RD ED.
Year 2001
Publisher MCGRAW-HILL
Type BOOK
Keywords OPERATIONS MANAGEMENT
Language English
Collation 646 P., 20 CM.

Availability and Location Reserve

Copy No Library Stack Shelf Is Reference Status Return Date
1 Limassol H 3 No Available

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