Managing services : using technology to create value / Mark M. Davis, Janelle Heineke.
By: Davis, Mark M.
Contributor(s): Heineke, Janelle N.Series: McGraw-Hill/Irwin series operations and decision sciences: Publisher: Boston : McGraw-Hill / Irwin, c2003Description: xvii, 443 p. : ill. ; 27 cm. + 1 CD-ROM (4 3/4 in.).ISBN: 0072464267; 0072539720 (CD-ROM).Subject(s): Service industries -- Technological innovations -- Management | Value analysis (Cost control) | Customer relations -- ManagementDDC classification: 658
|Item type||Current location||Call number||Copy number||Status||Notes||Date due||Barcode|
|Accompanying Material (Media Resource)||Taylor's Library-TU||658 DAV (Browse shelf)||1||Available||SHTEx,70005,03,RM||1000803056|
|Main Collection||Taylor's Library-TU||658 DAV (Browse shelf)||1||Available||SHTEx,70002,03,GR||1000803055|
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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.