Service Management PDF ePub eBook

Books Info:

Service Management free pdf The eighth edition continues to acknowledge and emphasize the essential uniqueness of service management. The text is organized in four parts: Part One: Understanding Services, which provides a historical context as well as distinguishes the distinctive characteristics of service operations- Part Two: Designing the Service Enterprise, which covers designing the service enterprise to support the competitive strategy- Part Three: Managing Service Operations that details topics such as Managing Capacity, Demand and Waiting Lines and Service Supply Relationships and- Part Four: Quantitative Models for Service Management that addresses forecasting and managing service inventory.

About James A. Fitzsimmons

Received a B.S.E. in industrial engineering from the University of Michigan, an MBA from Western Michigan University, and a Ph.D. with distinction from the University of California at Los Angeles. His research in the area of emergency ambulance location won the Stan Hardy Award in 1983 for the best paper published in the field of operations management. A computer program, referred to as CALL, has been used by major cities worldwide to plan emergency ambulance systems. Consulting assignments include the RAND Corporation- the U.S. Air Force- the cities of Los Angeles, Denver, Austin, Melbourne, and Auckland- the Texas comptroller- General Motors- La Quinta Motor Inns- Greyhound- TRICON Restaurants International- and McDonald's. Teaching experience includes faculty appointments at the University of California at Los Angeles, California State University at Northridge, the University of New Mexico, Boston University Overseas Graduate Program, California Polytechnic State University at San Luis Obispo, and the Helsinki School of Economics and Business. He is a registered professional engineer in the state of Michigan and has held industrial engineering positions at Corning Glass Works and Hughes Aircraft Company. He served in the U.S. Air Force as an officer in charge of base construction projects. A graduate of the University of Michigan, received her undergraduate degree in journalism with major supporting work in chemistry and psychology. Her graduate work was in geology and she has taught in public and private schools and at the university level. She has done writing and editing for the Encyclopaedia Britannica Education Corporation and for various professional journals and organizations. With James Fitzsimmons she edited New Service Development: Creating Memorable Experiences published in 2000 by Sage Publications. Her nonprofessional activities have included volunteer work for the Red Cross aquatics program and in wildlife rehabilitation. She has particular interests in the areas of environmental issues and the responsibilities of patients and physicians in health care.

Details Book

Author : James A. Fitzsimmons
Publisher : McGraw Hill Higher Education
Data Published : 01 April 2013
ISBN : 1259010651
EAN : 9781259010651
Format Book : PDF, Epub, DOCx, TXT
Number of Pages : 544 pages
Age + : 15 years
Language : English
Rating :

Reviews Service Management



17 Comments Add a comment




Related eBooks Download


  • ITIL Lifecycle Approach Based on ITIL V3 - 5 Management Guides  [Spanish] free pdfITIL Lifecycle Approach Based on ITIL V3 - 5 Management Guides [Spanish]

    This thorough series of titles looks at each of the ITIL V3 lifecycle stages in order to give readers a succinct but complete guide to the essence of that stage This Management Guide set consists of 5 books: * Service Operation based on ITIL(R) V3: A Management Guide * Service Transition based on ITIL(R) V3: A Management Guide * Continual Service Improvement based on ITIL(R) V3: A Management Guide * Service Design based on ITIL(R)V3: A Management Guide * Service Strategy based on ITIL(R) V3: A Management Guide The books are divided into two parts: In the first part the lifecycle phase is discussed in detail..


  • Pragmatic Application of Service Management free pdfPragmatic Application of Service Management

    Learn how to develop enhanced IT Service Management though integrated management frameworks. With the increasing popularity of ITIL(R) as a framework for IT Service Management (ITSM)..


  • Knowledge Driven Service Innovation and Management free pdfKnowledge Driven Service Innovation and Management

    As service centred organisations become and focused on the customer. values are co-created with their customers through organisational capabilities. The central part of these capabilities is knowledge which is directly supported by information technology and the relationships between the service firms' knowledge..


  • Service Operations Management free pdfService Operations Management

    This international market-leading book. aimed at both students and practising managers. provides a comprehensive and balanced introduction to service operations management..


  • 10 Steps to Successful Customer Service free pdf10 Steps to Successful Customer Service

    This new title offers fresh insight for people considering or managing their careers in service organizations. Its focus is on customer service from a values and mission viewpoint and is designed for front-line customer service professionals and will help them implement key practices for engaging customer loyaly..


  • Service Management free pdfService Management

    Download Book Apps. The eighth edition continues to acknowledge and emphasize the essential uniqueness of service management. The text is organized in four parts: Part One: Understanding Services, whi