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SERVICE MANAGEMENT : OPERATIONS STRATEGY INFORMATION TECHNOLOGY, Electronic book text Book

SERVICE MANAGEMENT : OPERATIONS STRATEGY INFORMATION TECHNOLOGY Electronic book text

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The ninth 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.

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