Service management and operations:
Gespeichert in:
| Format: | Buch |
|---|---|
| Sprache: | English |
| Veröffentlicht: |
Upper Saddle River, NJ
Prentice Hall
2000
|
| Ausgabe: | 2. ed. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | 1. Aufl. u.d.T.: Murdick, Robert G.: Service operations management |
| Beschreibung: | XX, 584 S. graph. Darst. |
| ISBN: | 0130813389 |
Internformat
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| 300 | |a XX, 584 S. |b graph. Darst. | ||
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Datensatz im Suchindex
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|---|---|
| adam_text |
Brief Contents
PART ONE: UNDERSTANDING SERVICES 1
Chapter 1 Services in Our Society 1
Chapter 2 The Nature of Services and Service Encounters 14
Chapter 3 Customers: The Focus of Service Management 41
Chapter 4 Globalization of Services: Service Management
in the International Arena 60
Chapter 5 Service Strategy and Competitiveness 86
Chapter 6 Positioning and Marketing of Services 125
PART TWO: BUILDING THE SERVICE SYSTEM 151
Chapter 7 Technology and Its Impact on Services and Their
Management 151
Chapter 8 Design and Development of Services and Service
Delivery Systems 177
Chapter 9 Human Resource Management in Services 217
Chapter S9 Work Measurement in Services 244
Chapter 10 Locating Facilities and Designing Their Layout 256
PART THREE: OPERATING THE SERVICE SYSTEM 291
Chapter 11 Managing Demand and Supply in Services 291
Chapter Sll Queuing and Simulation 310
Chapter 12 Service Quality and Continuous Improvement 328
Chapter S12 Tools and Techniques of Total Quality Management 356
Chapter 13 Service Productivity and Measurement of Performance 377
Chapter 14 Management of Public and Private Nonprofit Service
Organizations 416
PART FOUR: TOOLS AND TECHNIQUES FOR MANAGING
SERVICE OPERATIONS 449
Chapter 15 Forecasting Demand for Services 449
Chapter 16 Vehicle Routing and Scheduling 476
V
vi Brief Contents
Chapter 17 Project Management 498
Chapter 18 Linear and Goal Programming Applications for Services 524
Chapter 19 Service Inventory Systems 552
Appendix Areas under the Standard Normal Curve 574
Contents
PREFACE xix
PART ONE: UNDERSTANDING SERVICES 1
CHAPTER 1 Services in Our Society 1
1.1 Introduction 1
1.2 What Are Services? 2
1.3 The Service Sector of Our Economy 4
1.4 Theories Explaining the Growth of Services 8
1.5 Overview of the Book 11
1.6 Summary 12
Discussion Questions 12
References 12
CHAPTER 2 The Nature of Services and Service Encounters 14
2.1 Introduction 14
2.2 General Concept of a Productive System 14
2.3 Characteristics of Services 16
Intangibility 16
Inseparability 17
Perishability 18
Variability 18
2.4 The Service Organization as a System 18
2.5 Service Encounters 21
The Nature of Service Encounters 23
Service Encounters from Various Perspectives 25
Elements of a Service Encounter 26
Role of Other Customers in Service Encounters 29
2.6 Summary 30
Discussion Questions 31
Case 2 1 Walt Disney Makes Everyone a Star 33
Case 2 2 Sullivan's Auto World 34
References 39
vii
viH Contents
CHAPTER 3 Customers: The Focus of Service Management 41
3.1 Introduction 41
3.2 Customers and Their Needs 43
3.3 Consumer Behavior and a Consumer Decision Model 44
External Influences 45
Internal Influences 46
Attitudes and Needs 47
Consumer Decision Making Process 47
3.4 Unique Aspects of Service Purchases 49
Different Criteria 49
Different Sources of Information 50
A Smaller Evoked Set 50
Brand Switching and Repeat Purchase Behavior 50
Risk Perception 51
3.5 A Cultural Profile of American Customers 51
3.6 A Look into the Future 52
Age Distribution 52
Households 53
Education, Occupation, and Income 53
Some More Predictions about the Future 53
3.7 Summary 54
Discussion Questions 54
Case 3 1 Oasis Laundries, Inc. 56
Case 3 2 Merrill Lynch Financial Services 57
References 59
CHAPTER 4 Globalization of Services: Service Management
in the International Arena 60
4.1 Introduction 60
4.2 International Trade in Services 61
General Increase in Demand for Services 62
Increase in International Trade of Goods 63
4.3 Why Service Companies Go Global 64
Common Customer Needs 65
Global Customers 65
Global Channels 65
Global Economies of Scale 65
Favorable Logistics 66
Advances in Technology 66
Government Policies and Regulations 66
Transferable Competitive Advantage 66
4.4 Global Environment for Service Businesses 67
4.5 Forms of Globalization 68
International Trade 68
Foreign Direct Investment 68
Contents ix
Alliances 69
Trends in Service Globalization 70
4.6 Summary 72
Discussion Questions 72
Case 4 1 Peters Champlain 73
Case 4 2 Pizza Hut in Moscow: The Pre Coup Vision 78
References 85
CHAPTER 5 Service Strategy and Competitiveness 86
5.1 Introduction 86
5.2 Value 87
Brief Historical Background on Value 87
Definition of Value 88
A Model of Service Value 88
5.3 Strategy 92
Definition of Strategy 93
Why an Organization Needs Strategy 94
Understanding the Competitive Environment 94
Generic Competitive Strategies 97
5.4 Formulating a Competitive Service Strategy 100
Basic Elements of the Strategic Service Vision 100
Integrative Elements of the Strategic Service Vision 102
An Example: Southwest Airlines 102
5.5 Summary 105
Discussion Questions 106
Case 5 1 Strategy Seems to Make Wal Mart Unstoppable 108
Case 5 2 NovaCare Inc. 109
References 123
CHAPTER 6 Positioning and Marketing of Services 125
6.1 Introduction 125
6.2 Integration of Marketing and Operations 126
6.3 Differences in Goods and Services Marketing 127
Tangibility 127
Organizational Features 129
Ownership, Use, and Consumption 130
Scope of Marketing A ctivities 130
The Consumer's Role 131
6.4 Marketing Mix 131
Product (Service) 132
Price 132
Place 133
Physical Evidence 133
Participants 134
X Contents
Promotion 134
Process 135
6.5 Strategic Issues 135
Segmentation, Positioning, and Targeting 135
Relationship Marketing: Focus on Customer Retention 139
Why Service Customers Switch 141
6.6 Summary 142
Discussion Questions 143
Case 6 1 The Marketing/Operations Strategy at Federal Express 144
Case 6 2 Fare Combat 146
References 150
PART TWO: BUILDING THE SERVICE SYSTEM 151
CHAPTER 7 Technology and Its Impact on Services
and Their Management 151
7.1 Introduction 151
7.2 Process Technology and Information Technology 152
7.3 Technology in Services 152
7.4 Why Service Companies Invest in Technology 153
7.5 Technology as a Competitive Edge 155
7.6 Application Areas of Technology in Services 157
Processing the Customer 159
Processing the Customer's Possessions 160
Processing Information 160
Creating New Services 161
7.7 Information Systems 162
Operational Level Systems 162
Knowledge Level Systems 163
Management Level Systems 164
Strategic Level Systems 165
7.8 Enterprise Resource Planning Systems 165
SAP and Its ERP Systems 165
7.9 Technology and the Future of Services 166
7.10 Summary 167
Discussion Questions 168
Case 7 1 David Battles Goliath for the Power of Information
on the Internet 170
Case 7 2 National Technological University 171
References 175
CHAPTER 8 Design and Development of Services and Service
Delivery Systems 177
8.1 Introduction 177
8.2 Why the Design Is So Important 177
Contents xi
Categories of Product Innovation 178
Factors That Motivate the Design and Development of New Services 179
8.3 Designing Quality and Value 181
Designing Goods and Services: Similarities and Differences 181
Tools for Designing Quality and Value 182
8.4 Principles of Service Design 188
8.5 Design Process 193
Direction 194
Design 195
Testing 199
Introduction 201
8.6 Summary 201
Discussion Questions 203
Case 8 1 Streamlining the Refinancing Process 205
Case 8 2 The Shuttle by United 206
References 215
CHAPTER 9 Human Resource Management in Services 217
9.1 Introduction 217
9.2 The Nature of Human Resource Management 217
Human Resources Planning 217
Recruiting and Selecting 219
Training and Development 220
Utilizing Human Resources 224
Rewarding Employees 225
9.3 New Challenges 226
Empowerment 226
Teamwork 230
9.4 Types of Service Employees 231
Private Profit, Not for Profit, and Government Employees 231
Full Time versus Contingent Workers 232
White Collar versus Blue Collar Workers 232
Professional Service Employees versus Consumer Service Employees 232
Establishing a Service Culture 233
Employer Expectations 234
9.5 Organizational Structure for the Service Firm 235
9.6 Summary 236
Discussion Questions 237
Case 9 1 Pool Delight, Inc. 238
Case 9 2 Lewis Foods Fleet Management 239
References 243
CHAPTER 9 SUPPLEMENT Work Measurement in Services 244
59.1 Introduction 244
59.2 Time Studies 244
Xli Contents
Time Study Example 245
Sampling Error 247
59.3 Predetermined Time Standards 249
Pouring a Tube Specimen in a Hospital Lab 249
Computer Data Entry Analysis 250
Advantages 251
59.4 Work Sampling 251
Word Processing Pool Example 252
Random Observation 252
59.5 Summary 253
Discussion Questions 253
Problems 253
References 255
CHAPTER 10 Locating Facilities and Designing Their Layout 256
10.1 Introduction 256
10.2 Location Selection 257
Business Profile 257
Dominant Location Factors 257
General Criteria for Location Selection 259
Common Mistakes 260
Multilocations 260
10.3 Quantitative Methods for Location Selection 260
Factor Weighting 260
Center of Gravity Method 261
Warehouse Multisite Locations and Sizes 263
10.4 Site Selection 264
Locating a Retail Store with the Gravity Model 264
The Gravity Model in Nonretail Services 265
Factor Weighting Method 266
Multisites 267
10.5 Objectives of Facility Layout 268
10.6 Inputs to the Layout Problem 269
10.7 Layout Strategies 269
Product Layout 269
Process Oriented Layout 272
Computerized Layout 275
10.8 Office Layout 276
A Checklist for Office Layout Design 276
Workstations 276
10.9 Retail Store Layout 277
10.10 Warehousing and Storage Layouts 278
Using POM for Windows to Solve Location Decision Problems 279
10.11 Summary 279
Discussion Questions 281
Problems 282
Contents xMi
Case 10 1 Red River Blood Center 287
Case 10 2 Des Moines National Bank 287
References 289
PART THREE: OPERATING THE SERVICE SYSTEM 291
CHAPTER 11 Managing Demand and Supply in Services 291
11.1 Introduction 291
11.2 Why Matching Demand and Supply Is Such a Challenge
in Services 292
11.3 Managing Demand 293
Understanding Customers and Their Needs 294
Studying the Nature and Pattern of Demand 294
Strategies for Influencing Demand 294
Yield Management 296
Management Science Techniques 297
Management of Demand in Waiting 297
11.4 Managing Supply 299
Capacity 300
Components of Capacity 300
Strategies for Management of Supply 301
11.5 Summary 303
Discussion Questions 303
Case 11 1 Forecasting Nursing Staffing Requirements
by Intensity of Care Level 305
Case 11 2 Developing an Aggregate Capacity Plan
for the Campus Police 308
References 309
CHAPTER 11 SUPPLEMENT Queuing and Simulation 310
511.1 Introduction 310
511.2 Basic Queuing System Configurations 311
511.3 Measuring the Queue's Performance 312
511.4 A Single Channel Queuing Model 312
511.5 A Multichannel Queuing Model 315
SI 1.6 More Complex Queuing Models and the Use of Simulation 317
S11.7 Simulation as a Scheduling Tool 318
SI 1.8 The Role of Computers in Simulation 319
Using POM for Windows for Queuing Problems 320
S11.9 Summary 320
Problems 320
CaseSll 1 The Winter Park Hotel 326
References 326
xiv Contents
CHAPTER 12 Service Quality and Continuous Improvement 328
12.1 Introduction 328
12.2 Why Quality Is So Important 328
12.3 Quality Defined 329
12.4 Dimensions of Service Quality 331
12.5 The Gaps Model of Service Quality 332
12.6 Achieving Quality 334
Focus on Customer Satisfaction 335
Leadership 335
Commitment to Training and Education:
Creating a Learning Organization 336
Participation, Empowerment, Teamwork, and Recognition 336
Benchmarking 336
Long Term View and Strategic Approach 336
Management by Fact: Measurement and Analysis 337
Fast Response 337
Continuous Improvement 337
12.7 Other Approaches to Achieving Service Quality 337
ISO 9000 Standards 337
The Malcolm Baldrige National Quality Award Program 339
12.8 Reinforcing Quality Service 340
Service Recovery 340
Service Guarantees 343
12.9 Summary 344
Discussion Questions 345
Case 12 1 Falls Church General Hospital 347
Case 12 2 The First National Bank of Chicago's
Quality Program 349
References 354
CHAPTER 12 SUPPLEMENT Tools and Techniques of Total
Quality Management 356
512.1 Introduction 356
512.2 Plan Do Study Act Cycle 356
512.3 Tools of TQM 357
512.4 Process Control Charts 362
Control Charts for Variables 363
Control Charts for Attributes 367
Interpretation of Control Charts 369
Using POM for Windows for SPC 371
512.5 Summary 372
Problems 372
Case S12 1 The Morristown Daily Tribune 375
Contents XV
CHAPTER 13 Service Productivity and Measurement
of Performance 377
13.1 Introduction 377
13.2 A Brief Background on Productivity 378
Productivity 378
Efficiency 379
13.3 Why Productivity Is Important 379
13.4 Review of the Slowdown of U.S. Productivity Growth
in the Recent Past 381
13.5 Raising Productivity 382
13.6 Service Productivity 383
Measurement of Service Productivity 383
Slow Rate of Service Productivity Growth 385
Raising Productivity in Services 386
13.7 Data Envelopment Analysis for Measurement of Service Efficiency 389
A Brief Background on Data Envelopment Analysis 389
The CCR Ratio Model of DEA 391
A Review of DEA and Alternative Methods for the Measurement
of Service Efficiency 396
Other DEA Models 398
13.8 Summary 399
Discussion Questions 400
Problems 400
Case 13 1 Hazel 404
Case 13 2 Marriott In Flite Services Division 405
References 414
CHAPTER 14 Management of Public and Private Nonprofit Service
Organizations 416
14.1 Introduction 416
14.2 Public and Private Nonprofit Organizations Denned 418
14.3 Significance of Public and Private Nonprofit Organizations 418
14.4 The Nature of Public Sector Organizations 420
Why Public Organizations Exist 420
Characteristics of Public Organizations and Challenges for Their Managers 422
14.5 The Nature of Private Nonprofit Organizations 424
Types of Nonprofit Organizations 424
Why Nonprofits Exist 425
Characteristics of Nonprofits and Challenges for Their Managers 428
14.6 Summary 431
Discussion Questions 432
Case 14 1 Presque Isle State Park 433
Case 14 2 Vancouver Public Aquarium 440
References 447
XVI Contents
PART FOUR: TOOLS AND TECHNIQUES FOR MANAGING
SERVICE OPERATIONS 449
CHAPTER 15 Forecasting Demand for Services 449
15.1 Introduction 449
Fixed Capacity with Widely Fluctuating Demand 449
Service Systems That Cannot Carry Inventories 450
Sharing Capacity 450
15.2 The Demand Forecast as the Basis for Operations Planning 450
15.3 What Types of Service Outputs Are Forecast? 450
15.4 Factors That Affect the Choice of Forecasting Method 452
Choosing a Forecasting Method 452
15.5 Time Series Forecasting Models 454
Decomposition of a Time Series 454
Moving Averages 455
Weighted Moving Averages 455
Exponential Smoothing 456
Time Series Extrapolation and Seasonal Adjustments 458
15.6 Causal Forecasting: Regression Analysis 462
15.7 General Approaches to Forecasting 464
Fundamental System to Subsystem Approach 464
Aggregate to Component Forecasts 464
Component to Aggregate Forecasts 465
Using POM for Windows in Forecasting 465
15.8 Summary 467
Discussion Questions 468
Problems 468
Case 15 1 The North South Airline 474
References 475
CHAPTER 16 Vehicle Routing and Scheduling 476
16.1 Introduction 476
A Service Delivery Example: Meals for ME 476
16.2 Objectives of Routing and Scheduling Problems 477
16.3 Characteristics of Routing and Scheduling Problems 477
Classifying Routing and Scheduling Problems 478
Solving Routing and Scheduling Problems 480
16.4 Routing Service Vehicles 480
The Traveling Salesman Problem 480
Multiple Traveling Salesman Problem 484
The Vehicle Routing Problem 485
Cluster First, Route Second Approach 486
16.5 Scheduling Service Vehicles 489
The Concurrent Scheduler Approach 490
16.6 Other Routing and Scheduling Problems 490
Contents xvii
16.7 Summary 492
Discussion Questions 492
Problems 493
Case 16 1 Routing and Scheduling of Phlebotomists 496
References 497
CHAPTER 17 Project Management 498
17.1 Introduction 498
17.2 Project Planning 499
17.3 Project Scheduling 500
17.4 Project Controlling 501
17.5 Project Management Techniques: PERT and CPM 503
The Framework of PERT and CPM 503
Activities, Events, and Networks 504
Dummy Activities and Events 505
PERT and Activity Time Estimates 506
Critical Path Analysis 507
The Probability of Project Completion 510
17.6 PERT/Cost 511
17.7 Other Service Applications of PERT 512
Relocating a Hospital with Project Networks 512
Audit Planning and Control with PERT 513
17.8 A Critique of PERT and CPM 513
Using POM for Windows for Project Management 516
17.9 Summary 516
Discussion Questions 517
Problems 518
Case 17 1 Bay Community Hospital 522
References 523
CHAPTER 18 Linear and Goal Programming Applications
for Services 524
18.1 Introduction 524
18.2 Overview of Linear Programming 525
Dixon Furniture Store 525
18.3 Graphical Solution to a Linear Programming Problem 526
Graphic Representation of Constraints 526
Iso Profit Line Solution Method 528
18.4 Computer Solution to a Linear Programming Problem 529
Shadow Prices 531
Sensitivity Analysis 532
18.5 Formulating Linear Programming Models 532
Ingredient Blending Applications: The Diet Problem 533
Transportation Applications: The Shipping Problem 534
Employee Scheduling Applications: An Assignment Problem 535
Xviii Contents
Labor Planning 536
Marketing Applications: Media Selection 53 7
18.6 Goal Programming 539
Goal Programming Example: Dixon Furniture Revisited 539
An Extension to Equally Important Multiple Goals 540
18.7 Summary 543
Discussion Questions 543
Problems 544
Case 18 1 Northwest General Hospital 549
Case 18 2 Schank Marketing Research 550
References 550
CHAPTER 19 Service Inventory Systems 552
19.1 Introduction 552
19.2 Characteristics of Service Inventories 553
Input and Output Materials 553
Perishability 553
Lumpiness of Input Materials 554
19.3 The Input Material Decision Problem 554
19.4 Service Inventory Control Systems 555
19.5 Inventory Control Systems for Independent Demand Items 556
Fixed Quantity Systems 556
Fixed Period Systems 557
19.6 Inventory Planning 558
Economic Order Quantity (EOQ) Model 558
Perishable Goods Model 560
19.7 Requirements Planning for Dependent Demand 561
MRP II in the Service Context 563
Uncertainty and MRP II 567
Applications of MRP II 567
Using POM for Windows to Solve Inventory Problems 567
19.8 Summary 567
Discussion Questions 568
Problems 569
Case 19 1 Western Ranchman Outfitters 571
Case 19 2 Touro Infirmary 572
References 573
APPENDIX Areas under the Standard Normal Curve 574
INDEX 577 |
| any_adam_object | 1 |
| building | Verbundindex |
| bvnumber | BV013526769 |
| callnumber-first | H - Social Science |
| callnumber-label | HD9980 |
| callnumber-raw | HD9980.5 |
| callnumber-search | HD9980.5 |
| callnumber-sort | HD 49980.5 |
| callnumber-subject | HD - Industries, Land Use, Labor |
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| classification_tum | WIR 935f |
| ctrlnum | (OCoLC)42289631 (DE-599)BVBBV013526769 |
| dewey-full | 658 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658 |
| dewey-search | 658 |
| dewey-sort | 3658 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 2. ed. |
| format | Book |
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| id | DE-604.BV013526769 |
| illustrated | Illustrated |
| indexdate | 2025-02-26T11:01:04Z |
| institution | BVB |
| isbn | 0130813389 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-009233592 |
| oclc_num | 42289631 |
| open_access_boolean | |
| owner | DE-945 DE-N2 DE-91 DE-BY-TUM DE-91G DE-BY-TUM DE-2070s |
| owner_facet | DE-945 DE-N2 DE-91 DE-BY-TUM DE-91G DE-BY-TUM DE-2070s |
| physical | XX, 584 S. graph. Darst. |
| publishDate | 2000 |
| publishDateSearch | 2000 |
| publishDateSort | 2000 |
| publisher | Prentice Hall |
| record_format | marc |
| spelling | Service management and operations Cengiz Haksever ... 2. ed. Upper Saddle River, NJ Prentice Hall 2000 XX, 584 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier 1. Aufl. u.d.T.: Murdick, Robert G.: Service operations management Commerciële dienstverlening gtt Management gtt Productieprocessen gtt Service industries Management Management (DE-588)4037278-9 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 gnd rswk-swf Betriebswirtschaftslehre (DE-588)4069402-1 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 s Betriebswirtschaftslehre (DE-588)4069402-1 s DE-604 Management (DE-588)4037278-9 s Haksever, Cengiz Sonstige oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009233592&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Service management and operations Commerciële dienstverlening gtt Management gtt Productieprocessen gtt Service industries Management Management (DE-588)4037278-9 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd Betriebswirtschaftslehre (DE-588)4069402-1 gnd |
| subject_GND | (DE-588)4037278-9 (DE-588)4012181-1 (DE-588)4069402-1 |
| title | Service management and operations |
| title_auth | Service management and operations |
| title_exact_search | Service management and operations |
| title_full | Service management and operations Cengiz Haksever ... |
| title_fullStr | Service management and operations Cengiz Haksever ... |
| title_full_unstemmed | Service management and operations Cengiz Haksever ... |
| title_short | Service management and operations |
| title_sort | service management and operations |
| topic | Commerciële dienstverlening gtt Management gtt Productieprocessen gtt Service industries Management Management (DE-588)4037278-9 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd Betriebswirtschaftslehre (DE-588)4069402-1 gnd |
| topic_facet | Commerciële dienstverlening Management Productieprocessen Service industries Management Dienstleistungsbetrieb Betriebswirtschaftslehre |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009233592&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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