Includes bibliographical references and index.
Preface
Understanding services
The important role services play in an economy
The nature of services and service encounters
Customers: the focus of service management
Globalization of services
Service strategy and competitiveness
Ethical challenges in service management
Building the service system
Technology and its impact on services and their management
Design and development of services and service delivery systems
Supply chains in services and their management
Locating facilities and designing their layout
Operating the service system
Managing demand and supply in services
Supplement queuing and simulation
Service quality and continuous improvement
Supplement tools and techniques of total quality management
Service productivity and measurement of performance
Management of public and private nonprofit service organizations
Tools and techniques for managing service operations
Forecasting demand for services
Vehicle routing and scheduling
Project management
Linear and goal programming applications for services
Service inventory systems
Appendix areas under the standard normal curve.
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Service management : an integrated approach to supply chain management and operations by Cengiz Haksever. ISBN 9780133088854. Published by FT Press in 2013. Publication and catalogue information, links to buy online and reader comments.
