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Service management : an integrated approach to supply chain management and operations /
Tie customer-driven strategies to service operations and process management, and sharpen your focus on creating customer value throughout your entire service organization! This comprehensive, multidisciplinary reference thoroughly covers today's most effective theories and methods for managing...
| Clasificación: | Libro Electrónico |
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| Autor principal: | |
| Otros Autores: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Upper Saddle River, N.J. :
FT Press,
2013.
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| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
Tabla de Contenidos:
- 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
- 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
- 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
- Forecasting demand for services
- Vehicle routing and scheduling
- Project management
- Linear and goal programming applications for services
- Service inventory systems.