02426cam a22003254a 4500 13085062 20210414113932.0 030206s2004 mauab b 001 0 eng 2003043003 0072823739 (alk. paper) text, part of 0072868201 0071214577 (international : alk. paper) DLC DLC DLC pcc HD9980.5.F549 658 21 Fitzsimmons, James A. Service management :operations, strategy, and information technology. / James A. Fitzsimmons, Mona J. Fitzsimmons. 4th ed. Boston, Mass. : McGraw-Hill/Irwin, c2004. xx, 587 p. : ill., maps ; 28cm. The instructor's manual includes various teaching aids, including a new feature, the Mortgage Service game, an interactive computer simulation. Includes bibliographical references and indexes. Contents: Understanding services: The Role of services in an economy -- The Nature of services -- Service strategy -- Designing the service enterprise: New services development -- The Service encounter: Work measurement -- Service quality -- E-service -- Service facility location -- The Supporting facility -- Managing service operations -- Managing supply and demand -- Managing waiting lines: computer simulation -- Managing service supply relationships -- Managing facilitating goods -- Managing projects -- Toward world-class services: Productivity and quality improvement: Data envelopment analysis -- Growth and globalization of services -- Quantitative models for service management -- Forecasting demand for services -- Queuing models and capacity planning -- Appendix A: Areas of standard normal distribution -- Appendix B: Uniformly distributed random numbers [0,1] -- Appendix C: Values Lq for the M/M/c queuing models -- Appendix D: Equations for selected queuing models. System requirements for accompanying computer disc: Pentium based processor, Microsoft Windows 98/2000/XP, Microsoft Internet Explorer 5.5 as default browser, Microsoft Office or equivalent. Service industries Management. Fitzsimmons, Mona J. 7 cbc orignew 1 ocip 20 y-gencatlg lcc BK 797 8297 0 0 lcc 0 0 WIUC-1 WIUC-1 GEN 2012-04-30 0 HD9980.5.F549 1977/12 2012-04-30 00:00:00 1 2012-04-30 BK 0 0 lcc 0 0 WIUC-1 WIUC-1 GEN 2012-04-30 0 HD9980.5.F5491 1978/12 2012-04-30 00:00:00 2 2012-04-30 BK 0 0 lcc 0 0 WIUC-1 WIUC-1 GEN 2012-04-30 0 HD9980.5.F5492 1979/12 2012-04-30 00:00:00 3 2012-04-30 BK