Service management for competitive advantage:
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
New York u.a.
McGraw-Hill
1994
|
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XVIII, 462 S. Ill., graph. Darst., Kt. |
| ISBN: | 0070212171 |
Staff View
MARC
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| 245 | 1 | 0 | |a Service management for competitive advantage |c James A. Fitzsimmons ; Mona J. Fitzsimmons |
| 264 | 1 | |a New York u.a. |b McGraw-Hill |c 1994 | |
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Record in the Search Index
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|---|---|
| adam_text | CONTENTS
PREFACE XV
OVERVIEW OF THE BOOK xvii
PART I SERVICES AND THE ECONOMY 1
1 The Role of Services in an Economy 3
CHAPTER PREVIEW 4
ECONOMIC EVOLUTION 5
STAGES OF ECONOMIC DEVELOPMENT 7
Preindustrial Society • Industrial Society • Postindustrial Society
THE NATURE OF THE SERVICE SECTOR 9
ROLE OF THE SERVICE MANAGER 12
Entrepreneurial Innovation • Social Trends • Management Challenges
SUMMARY 17
TOPICS FOR DISCUSSION 18
SELECTED BIBLIOGRAPHY 18
2 The Nature of Services 20
CHAPTER PREVIEW 20
SERVICE CLASSIFICATION 21
THE SERVICE PACKAGE 24
DISTINCTIVE CHARACTERISTICS OF SERVICE OPERATIONS 26
The Customer as a Participant in the Service Process • Simultaneous
Production and Consumption of Services • Time Perishable
Capacity • Site Selection Dictated by Location of Consumers •
Labor Intensiveness • Intangibility • Difficulty in Measuring Output
vii
Viii COMTENTS
AN OPEN SYSTEMS VIEW OF SERVICES 31
SUMMARY 33
TOPICS FOR DISCUSSION 33
CASE: VILLAGE VOLVO 33
SELECTED BIBLIOGRAPHY 35
PART II THE SERVICE CONCEPT AND COMPETITIVE STRATEGY 37
^ 3 Service Strategy and Market Position 39
CHAPTER PREVIEW 39
CLASSIFYING SERVICES FOR STRATEGIC INSIGHTS 40
Nature of the Service Act • Relationship with Customers •
Customization and Judgment • Nature of Demand and Supply •
Method of Service Delivery
UNDERSTANDING THE COMPETITIVE ENVIRONMENT OF SERVICES 45
COMPETITIVE SERVICE STRATEGIES 46
Overall Cost Leadership • Differentiation • Focus
WINNING CUSTOMERS IN THE MARKETPLACE 49
Service Winners • Qualifiers • Service Losers
STRATEGIC SERVICE CONCEPT 51
SUMMARY 53
TOPICS FOR DISCUSSION 53
CASE: AMERICA WEST AIRLINES 54
SELECTED BIBLIOGRAPHY 56
4 Strategic Role of the Information Resource 57
CHAPTER PREVIEW 58
THE COMPETITIVE ROLE OF INFORMATION IN SERVICES 58
Creation of Barriers to Entry • Revenue Generation • Data Base Asset
• Productivity Enhancement
LIMITS IN THE USE OF INFORMATION 64
SUMMARY 64
TOPICS FOR DISCUSSION 65
CASE: THE BEST LITTLE COOKIE HOUSE AROUND 65
SELECTED BIBLIOGRAPHY 68
PART III STRUCTURING THE SERVICE ENTERPRISE 69
5 The Service Delivery System 71
CHAPTER PREVIEW 72
SERVICE BLUEPRINTING 72
STRATEGIC POSITIONING THROUGH PROCESS STRUCTURE 74
CONTENTS JX
TAXONOMY FOR SERVICE PROCESS DESIGN 76
Degree of Divergence • Object of the Service Process • Type of
Customer Contact
GENERIC APPROACHES TO SERVICE SYSTEM DESIGN 79
Production Line Approach • Customer Participation • Customer
Contact
WALK THROUGH AUDIT 86
Person to Person Service • Service Delays • Ambience Variables •
Check Presentation • Promotion and Suggestive Selling •
Implications for Management
SUMMARY 90
TOPICS FOR DISCUSSION 90
CASE: 100 YEN SUSHI HOUSE 91
SELECTED BIBLIOGRAPHY 93
CHAPTER 5 SUPPLEMENT: VEHICLE ROUTING 94
USING THE C W ALGORITHM IN A SYSTEM WITH NO CONSTRAINTS 95
USING THE C W ALGORITHM IN A SYSTEM WITH CONSTRAINTS 99
USE OF A MINIMAL TECHNOLOGY ROUTING SYSTEM 101
EXERCISES 102
CASES: THE DALEY MONTHLY CAR POOL 104
AIRPORT SERVICES, INC. 105
6 Service Facility Design and Layout 107
CHAPTER PREVIEW 108
DESIGN 108
Nature and Objectives of Service Organizations • Land Availability
and Space Requirements • Flexibility • Aesthetic Factors •
The Community and Environment
LAYOUT 111
Process Flowcharting • Product Layout and the Line Balancing
Problem • Process Layout and the Relative Location Problem
ENVIRONMENTAL PSYCHOLOGY AND ORIENTATION 121
SUMMARY 122
TOPICS FOR DISCUSSION 122
EXERCISES 123
CASES: HEALTH MAINTENANCE ORGANIZATION (A) 124
HEALTH MAINTENANCE ORGANIZATION (B) 125
ESQUIRE DEPARTMENT STORE 126
SELECTED BIBLIOGRAPHY 128
7 Service Facility Location 130
CHAPTER PREVIEW 131
LOCATION CONSIDERATIONS 131
Geographic Representation • Number of Facilities • Optimization
Criteria
X CONTENTS
ESTIMATION OF SPATIAL DEMAND 135
Define the Target Population • Select a Unit of Area • Estimate
Spatial Demand • Map Spatial Demand
FACILITY LOCATION TECHNIQUES 137
Single Facility • Locating a Retail Outlet • Multiple Facilities
SITE CONSIDERATIONS 146
BREAKING THE RULES 146
Competitive Clustering • Saturation Marketing • Marketing Inter¬
mediaries • Substitution of Communication for Transportation
SUMMARY 149
TOPICS FOR DISCUSSION 150
EXERCISES 150
CASES: HEALTH MAINTENANCE ORGANIZATION (C) 152
ATHOL FURNITURE, INC. 152
SELECTED Bl BLIOGRAPHY 156
PART IV MANAGING SERVICE OPERATIONS 159
8 The Service Encounter 161
CHAPTER PREVIEW 162
THE SERVICE ENCOUNTER TRIAD 162
Encounter Dominated by the Service Organization • Contact
Personnel Dominated Encounter • Customer Dominated Encounter
THE SERVICE ORGANIZATION 164
Culture • Empowerment
CONTACT PERSONNEL 166
Selection • Training
THE CUSTOMER 169
Expectations and Attitudes • The Customer as Coproducer
CREATING A CUSTOMER SERVICE ORIENTATION 171
SUMMARY I74
TOPICS FOR DISCUSSION . I74
CASE: AMY S ICE CREAM 174
SELECTED BIBLIOGRAPHY 177
CHAPTER 8 SUPPLEMENT: WORK MEASUREMENT 178
TIME STUDY 178
WORK SAMPLING 181
Sample Size
WORK METHODS CHARTS 184
Worker Customer Charts • Activity Charts
EXERCISES 186
CASE: COUNTY GENERAL HOSPITAL 186
CONTENTS Xi
X 9 Service Quality 188
CHAPTER PREVIEW 189
DEFINING SERVICE QUALITY 189
Dimensions of Service Quality • Gaps in Service Quality
MEASURING SERVICE QUALITY 191
SERVQUAL • Benchmarking • Scope of Service Quality
QUALITY SERVICE BY DESIGN 199
Incorporation of Quality in the Service Concept • Taguchi Methods •
Poka yoke • Quality Function Deployment
ACHIEVING SERVICE QUALITY 207
Cost of Quality • Tools for Achieving Service Quality
PROGRAMS FOR SERVICE QUALITY IMPROVEMENT 216
Personnel Programs for Quality Assurance • Quality Improvement
Program to Achieve Zero Defects • Deming s 14 Point Program •
Unconditional Service Guarantee • Malcolm Baldrige National
Quality Award
SUMMARY 224
TOPICS FOR DISCUSSION 224
EXERCISES 224
CASES: CLEAN SWEEP, INC. 227
THE COMPLAINT LETTER 230
SELECTED BIBLIOGRAPHY 233
10 Managing Supply and Demand 234
CHAPTER PREVIEW 235
STRATEGIES FOR MANAGING DEMAND 235
Partitioning Demand • Offering Price Incentives • Promoting
Off Peak Demand • Developing Complementary Services •
Using Reservation Systems and Handling the Overbooking
Problem
STRATEGIES FOR MANAGING SUPPLY 242
Using Daily Workshift Scheduling • Using Weekly Workshift
Scheduling with Days Off Constraint • Increasing Consumer
Participation • Creating Adjustable Capacity • Sharing Capacity •
Cross Training Employees • Using Part Time Employees •
Scheduling Part Time Tellers at a Drive in Bank
YIELD MANAGEMENT 250
SUMMARY 254
TOPICS FOR DISCUSSION 254
EXERCISES 255
CASES: RIVER CITY NATIONAL BANK 256
GATEWAY INTERNATIONAL AIRPORT 258
TOWN AND COUNTRY RENT A CAR 261
SELECTED BIBLIOGRAPHY 262
Xii CONTENTS
11 Managing Queues 264
CHAPTER PREVIEW 267
QUEUING SYSTEMS 267
THE INEVITABILITY OF WAITING 268
THE PSYCHOLOGY OF WAITING 269
That Old Empty Feeling • A Foot in the Door • The Light at the End of
the Tunnel • Excuse Me, but I Was Next • They Also Serve, Who
Sit and Wait
THE ECONOMICS OF WAITING 272
ESSENTIAL FEATURES OF QUEUING SYSTEMS 274
Calling Population • Arrival Process • Queue Configuration • Queue
Discipline • Service Process
SUMMARY 285
TOPICS FOR DISCUSSION 285
CASES: THRIFTY CAR RENTAL 286
EYE LL BE SEEING YOU 288
SELECTED BIBLIOGRAPHY 290
PARTV TOWARD WORLD CLASS SERVICE 291
12 Productivity and Quality Improvement 293
CHAPTER PREVIEW 294
STAGES IN SERVICE FIRM COMPETITIVENESS 295
Available for Service • Journeyman • Distinctive Competence
Achieved • World Class Service Delivery
TECHNOLOGICAL INNOVATION IN SERVICES 299
Challenges of Adopting New Technology in Services • Automation in
Services • Managing the New Technology Adoption Process
MAKING CONTINUAL IMPROVEMENT A COMPETITIVE STRATEGY 304
Inventory and Waiting Line Analogy • Continual Improvement as Part
of the Service Organization Culture • Management Implications
AN APPLICATION OF DEMING S PHILOSOPHY OF CONTINUAL 310
IMPROVEMENT: THE CASE OF FLORIDA POWER AND LIGHT
Foundations of the Quality Improvement Program • Phases of the
Quality Improvement Program
SUMMARY 312
TOPICS FOR DISCUSSION 312
CASE: MEGA BYTES RESTAURANT 312
SELECTED BIBLIOGRAPHY 318
CHAPTER 12 SUPPLEMENT: DATA ENVELOPMENT ANALYSIS (DEA) 319
MEASURING SERVICE PRODUCTIVITY 319
THE DEA MODEL 320
Definition of Variables • Objective Function • Constraints
EXERCISES 326
CASE: MID ATLANTIC BUS LINES 326
CONTENTS XJH
13 Growth and Expansion 328
CHAPTER PREVIEW 329
GROWTH AND EXPANSION STRATEGIES 329
Focused Service • Focused Network • Clustered Service •
Diversified Network
FRANCHISING 333
The Nature of Franchising • Benefits to the Franchisee • Issues for
the Franchisor
MULTINATIONAL DEVELOPMENT 336
The Nature of the Borderless World • Considerations in Planning
Multinational Operations
SUMMARY 339
TOPICS FOR DISCUSSION 340
CASE: FEDERAL EXPRESS TIGER INTERNATIONAL ACQUISITION 340
SELECTED BIBLIOGRAPHY 345
PART VI QUANTITATIVE MODELS WITH SERVICE APPLICATIONS 347
14 Forecasting Demand for Services 349
CHAPTER PREVIEW 349
SUBJECTIVE MODELS 350
Delphi Method • Cross Impact analysis • Historical Analogy
CAUSAL MODELS 353
Regression Models • Econometric Models
TIME SERIES MODELS 356
W Period Moving Average • Simple Exponential Smoothing •
Relationship between a and N • Forecast Error • Exponential
Smoothing with Trend Adjustment • Exponential Smoothing with
Seasonal Adjustment • Exponential Smoothing with Trend and
Seasonal Adjustments • Summary of Exponential Smoothing
SUMMARY 369
TOPICS FOR DISCUSSION 369
EXERCISES 369
CASES: OAK HOLLOW EVALUATION CENTER 370
GNOMIAL FUNCTIONS, INC. 371
SELECTED BIBLIOGRAPHY 374
15 Queuing Models and Capacity Planning 375
CHAPTER PREVIEW 376
ANALYTICAL QUEUING MODELS 377
Standard M/M/A Model • Finite Queue M/M/1 Model • M/G/1 Model
• Standard M/M/c Model • Finite Queue M/M/c Model • General
Self Service M/G/co Model
GENERAL RELATIONSHIPS BETWEEN SYSTEM CHARACTERISTICS 389
XiV CONTENTS
CAPACITY PLANNING CRITERIA 391
Average Consumer Waiting Time • Probability of Excessive Waiting •
Minimization of the Sum of Consumer Waiting Costs and Service
Costs • Probability of Sales Lost Because of Inadequate Waiting
Area • Requirement that Expected Profit on Last Unit of Capacity
Should Just Exceed Expected Loss
SUMMARY 399
EQUATIONS FOR SELECTED QUEUING MODELS 400
Definition of Symbols • I. Standard M/MH Model • II. Finite Queue
M/M/1 Model • III. Standard M/G/1 Model • IV. Standard M/M/c
Model • V. Finite Queue M/M/c Model • VI. Self Service M/G/oo
Model
TOPICS FOR DISCUSSION 403
EXERCISES 403
CASES: HOUSTON PORT AUTHORITY 406
FREEDOM EXPRESS 407
CEDAR VALLEY COMMUNITY COLLEGE 408
PRONTO PIZZA 409
SELECTED BIBLIOGRAPHY 409
16 Linear Programming Models in Services 411
CHAPTER PREVIEW 411
CONSTRAINED OPTIMIZATION MODELS 412
FORMULATING LINEAR PROGRAMMING MODELS 414
Diet Problem • Shift Scheduling Problem • Workforce Planning
Problem • Transportation Problem
OPTIMAL SOLUTIONS AND COMPUTER ANALYSIS 422
Graphical Solution of LP Models • LP Model in Standard Form •
Computer Analysis and Interpretation
SENSITIVITY ANALYSIS 427
Objective Function Coefficient Ranges • Right Hand Side Ranging
GOAL PROGRAMMING 431
SUMMARY 434
TOPICS FOR DISCUSSION 434
EXERCISES 434
CASES: MUNICH DELICATESSEN 442
SEQUOIA AIRLINES 444
SELECTED BIBLIOGRAPHY 446
Appendix: Areas of a Standard Normal Distribution 447
INDEXES
Name Index 449
Subject Index 453
|
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| indexdate | 2024-07-09T17:36:49Z |
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| language | English |
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| owner_facet | DE-473 DE-BY-UBG DE-703 DE-19 DE-BY-UBM DE-N2 DE-188 |
| physical | XVIII, 462 S. Ill., graph. Darst., Kt. |
| publishDate | 1994 |
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| publishDateSort | 1994 |
| publisher | McGraw-Hill |
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| spelling | Fitzsimmons, James A. Verfasser aut Service management for competitive advantage James A. Fitzsimmons ; Mona J. Fitzsimmons New York u.a. McGraw-Hill 1994 XVIII, 462 S. Ill., graph. Darst., Kt. txt rdacontent n rdamedia nc rdacarrier Dienstensector gtt Management gtt Services - Gestion ram Service industries Management Dienstleistungsbetrieb (DE-588)4012181-1 gnd rswk-swf Management (DE-588)4037278-9 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 s Management (DE-588)4037278-9 s DE-604 Fitzsimmons, Mona J. Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006303046&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Fitzsimmons, James A. Fitzsimmons, Mona J. Service management for competitive advantage Dienstensector gtt Management gtt Services - Gestion ram Service industries Management Dienstleistungsbetrieb (DE-588)4012181-1 gnd Management (DE-588)4037278-9 gnd |
| subject_GND | (DE-588)4012181-1 (DE-588)4037278-9 |
| title | Service management for competitive advantage |
| title_auth | Service management for competitive advantage |
| title_exact_search | Service management for competitive advantage |
| title_full | Service management for competitive advantage James A. Fitzsimmons ; Mona J. Fitzsimmons |
| title_fullStr | Service management for competitive advantage James A. Fitzsimmons ; Mona J. Fitzsimmons |
| title_full_unstemmed | Service management for competitive advantage James A. Fitzsimmons ; Mona J. Fitzsimmons |
| title_short | Service management for competitive advantage |
| title_sort | service management for competitive advantage |
| topic | Dienstensector gtt Management gtt Services - Gestion ram Service industries Management Dienstleistungsbetrieb (DE-588)4012181-1 gnd Management (DE-588)4037278-9 gnd |
| topic_facet | Dienstensector Management Services - Gestion Service industries Management Dienstleistungsbetrieb |
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