Davis, Mark M., 1944-
Managing services : using technology to create value / Mark M. Davis, Janelle Heineke. - Boston : McGraw-Hill / Irwin, c2003. - xvii, 443 p. : ill. ; 27 cm. + 1 CD-ROM (4 3/4 in.) - McGraw-Hill/Irwin series operations and decision sciences . - McGraw-Hill/Irwin series operations and decision sciences. .
Includes bibliographical references and index.
Pt One: The contemporary service environment: 1. Introduction. 2. Understanding customers and markets. 2S. Collecting customer data. 3. The role of technology in services. 4. The integration of manufacturing and service. - Pt. Two: Strategy and system design: 5. Defining service strategies. 6. Project management. 6S. Project scheduling, cost, and risks. 7. Designing service processes. 8. Facility location and design. 8S. Forecasting. - Pt Three: Managing services: 9. Managing the workforce. 10. Scheduling. 11. Measuring process performance. 12. Understanding service quality. 12S. Quality control tools for process improvement. 13. Customer-focused service. 14. Managing capacity and demand. 15. Waiting time management. 15S. Waiting line theory.
0072464267 0072539720 (CD-ROM)
Service industries--Technological innovations--Management.
Value analysis (Cost control)
Customer relations--Management.
658 / DAV
Managing services : using technology to create value / Mark M. Davis, Janelle Heineke. - Boston : McGraw-Hill / Irwin, c2003. - xvii, 443 p. : ill. ; 27 cm. + 1 CD-ROM (4 3/4 in.) - McGraw-Hill/Irwin series operations and decision sciences . - McGraw-Hill/Irwin series operations and decision sciences. .
Includes bibliographical references and index.
Pt One: The contemporary service environment: 1. Introduction. 2. Understanding customers and markets. 2S. Collecting customer data. 3. The role of technology in services. 4. The integration of manufacturing and service. - Pt. Two: Strategy and system design: 5. Defining service strategies. 6. Project management. 6S. Project scheduling, cost, and risks. 7. Designing service processes. 8. Facility location and design. 8S. Forecasting. - Pt Three: Managing services: 9. Managing the workforce. 10. Scheduling. 11. Measuring process performance. 12. Understanding service quality. 12S. Quality control tools for process improvement. 13. Customer-focused service. 14. Managing capacity and demand. 15. Waiting time management. 15S. Waiting line theory.
0072464267 0072539720 (CD-ROM)
Service industries--Technological innovations--Management.
Value analysis (Cost control)
Customer relations--Management.
658 / DAV