TY - BOOK AU - Davis,Mark M. AU - Heineke,Janelle N. TI - Managing services: using technology to create value T2 - McGraw-Hill/Irwin series operations and decision sciences SN - 0072464267 U1 - 658 PY - 2003/// CY - Boston PB - McGraw-Hill / Irwin KW - Service industries KW - Technological innovations KW - Management KW - Value analysis (Cost control) KW - Customer relations N1 - 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 ER -