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Managing services : using technology to create value / Mark M. Davis, Janelle Heineke.

By: Davis, Mark M, 1944-.
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
Contents:
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.
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

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.