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Service Management


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Table of Contents

Part I:UNDERSTANDING SERVICESChp. 1 The Role of Services in an EconomyChp. 2 The Nature of ServicesChp. 3 Service StrategyPart II:DESIGNING THE SERVICE ENTERPRISEChp. 4 New service DevelopmentChp. 5 Technology in ServicesChp. 6 Service QualityChp. 7 The Service EncounterChp. 8 The Supporting FacilityChp. 9 Service Facility Location Chp. 10 Managing ProjectsPart III: STRUCTURING MANAGING SERVICE OPERATIONS Chp. 11 Forecasting Demand for Services Chp. 12 Managing Capacity and Demand Chp. 13 Managing Waiting Lines Chp. 14 Capacity Planning and Queuing Models Chp. 15 Service Supply Relationships Chp. 16 Managing Facilitating Goods Chp 17 Growth and Globalization of ServicesAppendix A:AREAS OF A STANDARD NORMAL DISTRIBUTIONAppendix B:UNIFORMLY DISTRIBUTED RANDOM NUMBERS[0,1]Appendix C:VALUES OF Lq FOR THE M/M/c QUEUING MODELAppendix D:EQUATIONS FOR SELECTED QUEUING MODELS

About the Author

James Fitzsimmons received a B.S.E. in industrial engineering from the University of Michigan, an M.B.A. from Western Michigan University, and a Ph.D. with distinction from the University of California at Los Angeles. Dr. Fitzsimmons has held faculty appointments at UCLA, California State UniversityNorthridge, 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. 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, CALL, has been used worldwide to plan emergency ambulance systems. Dr. Fitzsimmons is a registered professional engineer in 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.

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