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Service management operations, strategy, information technology

By: Contributor(s): Publication details: 2014 Tata McGraw-Hill Education New DelhiEdition: Ed.7Description: xviii,541pISBN:
  • 9789339204471
DDC classification:
  • 658 FIT
Summary: CONTENT PART ONE Understanding Services 1 1 The Role of Services in an Economy 3 2 The Nature of Services 17 3 Service Strategy 37 PART TWO Designing the Service Enterprise 65 4 New Service Development 67 5 Technology in Services 95 6 Service Quality 115 7 Supporting Facility and Process Flows 153 8 Process Improvement 181 9 The Service Encounter 213 10 Service Facility Location 235 PART THREE Managing Service Operations 263 11 Managing Capacity and Demand 265 12 Managing Waiting Lines 299 13 Service Supply Relationships 321 14 Globalization of Services 345 15 Managing Service Projects 369 PART FOUR Quantitative Models for Service Management 405 16 Capacity Planning and Queuing Models 407 17 Forecasting Demand for Services 453 18 Managing Service Inventory 477 APPENDIX A Areas of Standard Normal Distribution 510 B Uniformly Distributed Random Numbers [0,1] 511 C Values of Lq for the MIM/c Queuing Model 512 D Equations for Selected Queuing Models 514 NAME INDEX 519 SUBJECT INDEX 525
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Holdings
Item type Current library Collection Call number Status Notes Date due Barcode Item holds
Book CEPT Library Faculty of Management 658 FIT Available Bill No.2014-15/IN8860 Dt.09/08/2014 012929
Total holds: 0

CONTENT
PART ONE
Understanding Services 1
1 The Role of Services in an Economy 3
2 The Nature of Services 17
3 Service Strategy 37
PART TWO
Designing the Service Enterprise 65
4 New Service Development 67
5 Technology in Services 95
6 Service Quality 115
7 Supporting Facility and Process Flows 153
8 Process Improvement 181
9 The Service Encounter 213
10 Service Facility Location 235
PART THREE
Managing Service Operations 263
11 Managing Capacity and Demand 265
12 Managing Waiting Lines 299
13 Service Supply Relationships 321
14 Globalization of Services 345
15 Managing Service Projects 369
PART FOUR
Quantitative Models for Service Management 405
16 Capacity Planning and Queuing Models 407
17 Forecasting Demand for Services 453
18 Managing Service Inventory 477
APPENDIX
A Areas of Standard Normal Distribution 510
B Uniformly Distributed Random Numbers [0,1] 511
C Values of Lq for the MIM/c Queuing Model 512
D Equations for Selected Queuing Models 514
NAME INDEX 519
SUBJECT INDEX 525

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