Managing Services : Using Technology to Create Value （BK&CD-ROM）

Davis, Mark M./ Heineke, Janelle N.

Irwin Professional Pub（2002/12発売）

• 製本 Hardcover:ハードカバー版／ページ数 443 p.
• 言語 ENG
• 商品コード 9780072858198
• DDC分類 658

Full Description

"Managing Services" views services from a management, as opposed to operational, perspective. It emphasizes managerial problem solving and strategic matters over the quantitative and theoretical, and demonstrates how services affect every functional area of a business from finance to sales and marketing. Reader-friendly vignettes give topics a real-world context and stress service management within a larger strategic point of view.

Contents

PART IUnderstanding Customers and the Marketplace 2Supplement Collecting Data About Customers 3. The Role of Technology 3Supplement Glossary of Technology Terms 4. The Integration of Manufacturing and Services PART II: STRATEGY AND SYSTEM DESIGN 5. Defining Service Strategies 6. Project Management 6Supplement Project Management Tools 7. Designing Service Business Processes 8. Designing Service Facilities 8Supplement Forecasting PART III: MANAGING SERVICES 9. Managing the Workforce 10. Measuring Performance: Efficiency and Effectiveness 11. Defining Service Quality 11Supplement Quality Tools 12. Customer Focused Service 12Supplement Statistical Analysis of Processes 13. Managing Demand and Capacity 14. Yield Management 15. Waiting Time Management 15Supplement Queuing Theory 16. Workforce Scheduling