Service management: operations, strategy, and information technology
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
New York [u.a.]
McGraw-Hill
2001
|
| Ausgabe: | 3. ed. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | 1. Aufl. u.d.T.: Fitzsimmons, James A.: Service management for competitive advantage |
| Beschreibung: | XXVI, 646 S. Ill., graph. Darst. 1 CD-ROM (12 cm) |
| ISBN: | 007231267X |
Internformat
MARC
| LEADER | 00000nam a2200000 c 4500 | ||
|---|---|---|---|
| 001 | BV013689460 | ||
| 003 | DE-604 | ||
| 005 | 20020625 | ||
| 007 | t | ||
| 008 | 010419s2001 ad|| |||| 00||| eng d | ||
| 020 | |a 007231267X |9 0-07-231267-X | ||
| 035 | |a (OCoLC)43552524 | ||
| 035 | |a (DE-599)BVBBV013689460 | ||
| 040 | |a DE-604 |b ger |e rakwb | ||
| 041 | 0 | |a eng | |
| 049 | |a DE-703 |a DE-19 | ||
| 050 | 0 | |a HD9980.5 | |
| 082 | 0 | |a 658 |2 21 | |
| 084 | |a QR 560 |0 (DE-625)142061: |2 rvk | ||
| 100 | 1 | |a Fitzsimmons, James A. |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Service management |b operations, strategy, and information technology |c James A. Fitzsimmons ; Mona J. Fitzsimmons |
| 246 | 1 | 3 | |a Servies management |
| 250 | |a 3. ed. | ||
| 264 | 1 | |a New York [u.a.] |b McGraw-Hill |c 2001 | |
| 300 | |a XXVI, 646 S. |b Ill., graph. Darst. |e 1 CD-ROM (12 cm) | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 500 | |a 1. Aufl. u.d.T.: Fitzsimmons, James A.: Service management for competitive advantage | ||
| 650 | 4 | |a Service industries |x Management | |
| 650 | 0 | 7 | |a Dienstleistungsbetrieb |0 (DE-588)4012181-1 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a CD-ROM |0 (DE-588)4139307-7 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Management |0 (DE-588)4037278-9 |2 gnd |9 rswk-swf |
| 689 | 0 | 0 | |a Dienstleistungsbetrieb |0 (DE-588)4012181-1 |D s |
| 689 | 0 | 1 | |a Management |0 (DE-588)4037278-9 |D s |
| 689 | 0 | 2 | |a CD-ROM |0 (DE-588)4139307-7 |D s |
| 689 | 0 | |8 1\p |5 DE-604 | |
| 700 | 1 | |a Fitzsimmons, Mona J. |e Verfasser |4 aut | |
| 856 | 4 | 2 | |m HBZ Datenaustausch |q application/pdf |u http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009354352&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |3 Inhaltsverzeichnis |
| 999 | |a oai:aleph.bib-bvb.de:BVB01-009354352 | ||
| 883 | 1 | |8 1\p |a cgwrk |d 20201028 |q DE-101 |u https://d-nb.info/provenance/plan#cgwrk | |
Datensatz im Suchindex
| _version_ | 1804128503460790272 |
|---|---|
| adam_text | BRIEF CONTENTS
Understanding Serwices
1. THE ROLE OF SERVICES IN AN ECONOMY 3
2. THE NATURE OF SERVICES 21
3. SERVICE QUALITY 43
4. SERVICE STRATEGY 83
Designing the Service Enterprise
5. NEW SERVICE DEVELOPMENT AND PROCESS DESIGN 109
6. THE SUPPORTING FACILITY 143
7. SERVICE FACILITY LOCATION 171
8. THE SERVICE ENCOUNTER 203
9. INTERNET SERVICE 239
Managing Service Operations
10. FORECASTING DEMAND FOR SERVICES 261
11. MANAGING WAITING LINES 289
12. QUEUING MODELS AND CAPACITY PLANNING 333
13. MANAGING CAPACITY AND DEMAND 365
14. MANAGING FACILITATING GOODS 403
15. SERVICE SUPPLY CHAIN MANAGEMENT 439
V
16. MANAGING SERVICE PROJECTS 473
17. LINEAR PROGRAMMING APPLICATIONS IN SERVICES 513
Toward World Class Service
18. PRODUCTIVITY AND QUALITY IMPROVEMENT 553
19. GROWTH AND EXPANSION 601
Appendix A Areas of a Standard Normal Distribution 627
Appendix B Uniformly Distributed Random Numbers [0,1] 628
Appendix C Values of Lq for the M/MIc Queuing Model 629
Appendix D Equations for Selected Queuing Models 631
Indexes 635
Understanding Services
1. THE ROLE OF SERVICES IN AN ECONOMY 3
Learning Objectives 3
Chapter Preview 4
Service Definitions 5
Economic Evolution 5
Stages of Economic Development 7
Preindustrial Society 7
Industrial Society 8
Postindustrial Society 8
Nature of the Service Sector 9
New Experience Economy 11
Role of the Service Manager 12
Innovation 12
Social Trends 14
Management Challenges 14
Summary 17
Service Benchmark: Fortune Adds Service Sector to Its 500 List of Corporations 17
Key Terms and Definitions 18
Topics for Discussion 18
Selected Bibliography 18
Endnotes 18
2. THE NATURE OF SERVICES 21
Learning Objectives 21
Chapter Preview 22
Service Classification 22
The Service Package 24
vii
Viii CONTENTS
Distinctive Characteristics of Service Operations 25
Customer Participation in the Service Process 25
Simultaneity 27
Perishability 28
Intangibility 28
Heterogeneity 29
Classifying Services for Strategic Insights 29
Nature of the Service Act 30
Relationship with Customers 31
Customization and Judgment 32
Nature of Demand and Supply 33
Method of Service Delivery 34
An Open Systems View of Services 34
Service Benchmark: To Compete Better, Look Far Afield 36
Summary 37
Key Terms and Definitions 37
Topics for Discussion 37
Case: Village Volvo 38
Case: Xpresso Lube 39
Selected Bibliography 41
Endnotes 41
3. SERVICE QUALITY 43
Learning Objectives 43
Chapter Preview 44
Defining Service Quality 44
Dimensions of Service Quality 44
Gaps in Service Quality 45
Measuring Service Quality 48
SERVQUAL 48
Scope of Service Quality 49
Quality Service by Design 52
Incorporation of Quality in the Service Package 52
Taguchi Methods 54
Poka Yoke (Failsafing) 55
Quality Function Deployment 57
Achieving Service Quality 59
Cost of Quality 59
Service Process Control 61
Statistical Process Control 62
Unconditional Service Guarantee 66
Service Recovery 67
Approaches to Service Recovery 68
Stages in Quality Development 69
Summary 69
Key Terms and Definitions 69
Solved Problems 71
Topics for Discussion 72
Exercises 72
Service Benchmark: Service Winners of the Malcolm Baldrige National
Quality Award 75
Case: Clean Sweep, Inc. 76
Case: The Complaint Letter 78
J
CONTENTS iX
Selected Bibliography 80
Endnotes 82
4. SERVICE STRATEGY 83
Learning Objectives 83
Chapter Preview 83
The Strategic Service Concept 84
Understanding the Competitive Environment of Services 86
Competitive Service Strategies 87
Overall Cost Leadership 87
Differentiation 88
Focus 90
Winning Customers in the Marketplace 90
Qualifiers 92
Service Winners 92
Service Losers 92
The Competitive Role of Information in Services 92
Creation of Barriers to Entry 92
Revenue Generation 94
Database Asset 95
J Productivity Enhancement 97
The Virtual Value Chain 97
Limits in the Use of Information 99
Anticompetitive 99
Fairness 99
Invasion of Privacy 99
Data Security 100
Reliability 100
Summary 100
Key Terms and Definitions 100
Topics for Discussion 101
Selected Bibliography 101
Service Benchmark: Central Market Shuns Conventional Wisdom and Big Name
Products 102
Case: America West Airlines 103
Case: The Best Little Cookie House Around 104
Endnotes 106
Designing the Service Enterprise
5. NEW SERVICE DEVELOPMENT AND PROCESS DESIGN 109
Learning Objectives 109
Chapter Preview 110
New Service Development 110
Technological Innovation in Services 111
Challenges of Adopting New Technology in Services 112
Automation in Services 113
Managing the New Technology Adoption Process 116
Service Blueprinting 118
Strategic Positioning through Process Structure 120
X CONTENTS
Taxonomy for Service Process Design 121
Degree of Divergence 122
Object of the Service Process 122
Type of Customer Contact 124
Generic Approaches to Service System Design 124
Production Line Approach 125
Customer as Coproducer 126
Customer Contact Approach 128
Information Empowerment 129
Summary 133
Key Terms and Definitions 133
Topics for Discussion 133
Service Benchmark: PacBell s Experiment 134
Case: 100 Yen Sushi House 135
Case: Commuter Cleaning—A New Venture Proposal 137
Case: Golf smith 139
Selected Bibliography 141
Endnotes 142
6. THE SUPPORTING FACILITY 143
Learning Objectives 143
Chapter Preview 144
Servicescapes 144
Behaviors in Servicescapes 145
Environmental Dimensions of Servicescapes 146
Facility Design 147
Nature and Objectives of Service Organizations 148
Land Availability and Space Requirements 148
Flexibility 149
Aesthetic Factors 149
The Community and Environment 150
Facility Layout 150
Product Layout and the Line Balancing Problem 152
Process Layout and the Relative Location Problem 154
Process Flowcharting 157
Environmental Psychology and Orientation 159
Summary 160
Key Terms and Definitions 161
Solved Problems 161
Topics for Discussion 163
Exercises 163
Service Benchmark: Where, Oh Where Shall We Go? 166
Case: Health Maintenance Organization (A) 166
Case: Health Maintenance Organization (B) 167
Case: Esquire Department Store 168
Selected Bibliography I69
Endnotes ^9
7. SERVICE FACILITY LOCATION 171
Learning Objectives 17I
Chapter Preview 172
Location Considerations 172
Geographic Representation 172
CONTENTS Xi
Number of Facilities 174
Optimization Criteria 174
Estimation of Geographic Demand 176
Define the Target Population 176
Select a Unit of Area 176
Estimate Geographic Demand 176
Map Geographic Demand 177
Facility Location Techniques 177
Single Facility 178
Locating a Retail Outlet 182
Multiple Facilities 183
Site Considerations 186
Breaking the Rules 186
Competitive Clustering 186
Saturation Marketing 187
Marketing Intermediaries 187
Substitution of Communication for Transportation 188
Impact of the Internet on Service Location 188
Geographic Information System 189
Summary 189
Service Benchmark: Saturating Cities with Stores Can Pay 191
Key Terms and Definitions 193
Solved Problems 193
Topics for Discussion 195
Exercises 196
Case: Health Maintenance Organization (C) 198
Case: Athol Furniture, Inc. 199
Selected Bibliography 201
Endnotes 201
8. THE SERVICE ENCOUNTER 203
Learning Objectives 203
Chapter Preview 204
The Service Encounter Triad 204
Encounter Dominated by the Service Organization 205
Contact Personnel—Dominated Encounter 205
Customer Dominated Encounter 206
The Service Organization 206
Culture 206
Empowerment 208
Contact Personnel 208
Selection 209
Training 210
The Customer 212
Expectations and Attitudes 212
The Customer as Coproducer 213
Summary of Service Encounters 213
Creating a Customer Service Orientation 213
Service Profit Chain 216
Service Benchmark: Miss Manners on Complaint Handling 219
Summary 220
Key Terms and Definitions 220
Topics for Discussion 220
I
Xii CONTENTS
Case: Amy s Ice Cream 221
Case: Enterprise Rent A Car 222
Selected Bibliography 225
CHAPTER 8 SUPPLEMENT
Work Measurement 21
Time Study 227
Work Sampling 230
Sample Size 232
Work Methods Charts 233
Solved Problems 235
Exercises 235
Case: County General Hospital 237
Endnotes 238
9. INTERNET SERVICE 239
Learning Objectives 239
Chapter Preview 240
Internet Services 240
Coming of Age for the Internet and Websites 240
Internet Business Models 242
Electronic and Traditional Services 242
Service Product Dimensions 242
Service Process Dimensions 244
Design and Delivery of Electronic Services 244
Electronic Service Product Structure 244
Electronic Service Process Structure 246
Electronic Service Strategy and the Product Process Matrix 250
Summary 251
Key Terms and Definitions 251
Topics for Discussion 251
Service Benchmark: Microsoft, Ford Drive Web Deal 252
Case: Amazon.com 253
Case: TheGift.com 255
Selected Bibliography 257
Endnotes 257
Managing Service Operations
10. FORECASTING DEMAND FOR SERVICES 261
Learning Objectives 261
Chapter Preview 261
Subjective Models 262
Delphi Method 262
Cross Impact Analysis 264
Historical Analogy 264
Causal Models 264
Regression Models 265
Econometric Models 267
Time Series Models 267
N Period Moving Average 267
contents xiii
Simple Exponential Smoothing 268
Relationship between a and N 270
Forecast Error 271
Exponential Smoothing with Trend Adjustment 272
Exponential Smoothing with Seasonal Adjustment 274
Exponential Smoothing with Trend and Seasonal Adjustments 276
Summary of Exponential Smoothing 276
Summary 277
Key Terms and Definitions 278
Service Benchmark: L. L. Bean Improves Call Center Forecasting 279
Solved Problems 282
Topics for Discussion 284
Exercises 284
Case: Oak Hollow Medical Evaluation Center 285
Case: Gnomial Functions, Inc. 286
Selected Bibliography 288
Endnotes 288
11. MANAGING WAITING LINES 289
Learning Objectives 289
Chapter Preview 291
Queuing Systems 292
The Inevitability of Waiting 292
The Psychology of Waiting 294
That Old Empty Feeling 294
A Foot in the Door 295
The Light at the End of the Tunnel 295
Excuse Me, but I Was Next 295
They Also Serve, Who Sit and Wait 296
The Economics of Waiting 296
Essential Features of Queuing Systems 297
Calling Population 298
Arrival Process 298
Queue Configuration 303
Queue Discipline 305
Service Process 306
Summary 308
Service Benchmark: Conquering Those Killer Queues 309
Key Terms and Definitions 310
Topics for Discussion 310
Case: Thrifty Car Rental 311
Case: Eye ll Be Seeing You 312
CHAPTER 11 SUPPLEMENT
Computer Simulation 314
Process of Systems Simulation 315
ServiceModel Simulation Software 321
Solved Problems 324
Exercises 327
Case: Pronto Pizza 330
Case: Renaissance Clinic (A) 330
Selected Bibliography 331
Endnotes 332
XiV CONTENTS
12. QUEUING MODELS AND CAPACITY PLANNING 333
Learning Objectives 333
Chapter Preview 334
Capacity Planning 335
Strategic Role of Capacity Decisions 335
Analytical Queuing Models 336
Standard Ml MIX Model 338
Finite Queue M/M/l Model 340
MIGIX Model 341
Standard MIM/c Model 342
Finite Queue M/M/c Model 345
General Self Service M/G/°° Model 345
General Relationships between System Characteristics 346
Capacity Planning Criteria 347
Average Customer Waiting Time 348
Probability of Excessive Waiting 349
Minimizing the Sum of Customer Waiting Costs and Service Costs 350
Probability of Sales Lost Because of Inadequate Waiting Area 351
Requirement That Expected Profit on Last Unit of Capacity
Should Just Exceed Expected Loss 352
Service Benchmark: Simulation Modeling for Process Reengineering in the
Telecommunications Industry 354
Summary 357
Key Terms and Definitions 357
Solved Problems 357
Topics for Discussion 359
Exercises 359
Case: Houston Port Authority 362
Case: Freedom Express 362
Case: Renaissance Clinic (B) 363
Selected Bibliography 364
Endnotes 364
13. MANAGING CAPACITY AND DEMAND 365
Learning Objectives 365
Chapter Preview 366
Strategies for Managing Demand 366
Partitioning Demand 367
Offering Price Incentives 368
Promoting Off Peak Demand 369
Developing Complementary Services 370
Using Resenation Systems and Handling the Overbooking Problem 370
Strategies for Managing Supply 373
Using Daily Workshift Scheduling 373
Using Weekly Workshift Scheduling with Days Off Constraint 375
Increasing Customer Participation 377
Creating Adjustable Capacity 373
Sharing Capacity 370
Cross Training Employees 37g
Using Part Time Employees 370
Scheduling Part Time Tellers at a Drive In Bank 379
Yield Management 3g0
Tie Id Management Applications 3 g^
Summary 3g6
CONTENTS XV
Key Terms and Definitions 386
Service Benchmark: Yield Management at American Airlines 387
Solved Problems 388
Topics for Discussion 390
Exercises 391
Case: River City National Bank 393
Case: Gateway International Airport 395
Case: The Yield Management Analyst 396
Selected Bibliography 400
Endnotes 401
14. MANAGING FACILITATING GOODS 403
Learning Objectives 403
Chapter Preview 405
Inventory Theory 405
Role of Inventory in Services 405
Characteristics of Inventory Systems 407
Relevant Costs of an Inventory System 408
Order Quantity Models 408
Economic Order Quantity 408
Inventory Model with Quantity Discounts 412
Inventory Model with Planned Shortages 415
Inventory Management under Uncertainty 417
Inventory Control Systems 419
Continuous Review System 419
Periodic Review System 420
The ABCs of Inventory Control 422
Single Period Model for Perishable Goods 423
Expected Value Analysis 424
Marginal Analysis 425
Retail Discounting Model 426
Summary 427
Service Benchmark: Where Parts Are the Whole 428
Key Terms and Definitions 428
Solved Problems 429
Topics for Discussion 430
Exercises 431
Case: Elysian Cycles 436
Selected Bibliography 437
Endnotes 437
15. SERVICE SUPPLY CHAIN MANAGEMENT 439
Learning Objectives 439
Chapter Preview 440
Supply Chain Management 440
Network Model 440
Managing Uncertainty 441
Supply Chain Strategic Planning AA
Service Chain Management 444
Conversion AAA
Distribution 444
Knowledge Management 445
Mobile Workers 445
Sources of Value in Service Chain Management 446
XVi CONTENTS
Bidirectional Optimization 446
Management of Productive Capacity 446
Management of Perishability 447
Purchasing Business Services 448
Classification of Business Services 449
Implications for Purchase Decisions 450
Facility Support Service (Property/Low Importance) 450
Equipment Support Service (Property/High Importance) 451
Employee Support Service (People/Low Importance) 452
Employee Development (People/High Importance) 452
Facilitator Service (Process/Low Importance) 452
Professional Service (Process/High Importance) 452
Service Benchmark: Frito Lay Puts Hand Held Computers in the Field 453
Summary 454
Key Terms and Definitions 454
Topics for Discussion 454
Case: Peapod—Smart Shopping for Busy People 455
CHAPTER 15 SUPPLEMENT
Vehicle Routing 458
Using the C WAlgorithm Unconstrained 459
Using the C W Algorithm with Constraints 463
Use of a Minimal Technology Routing System 465
Solved Problems 466
Exercises 468
Case: The Daley Monthly Car Pool 471
Case: Airport Services, Inc. 471
Selected Bibliography 472
Endnotes 472
16. MANAGING SERVICE PROJECTS 473
Learning Objectives 473
Chapter Preview 473
The Nature of Project Management 474
Characteristics of Projects 41A
Project Management Process 474
Selecting the Project Manager 475
Building the Project Team 475
Principles of Effective Project Management 476
Techniques for Project Management 477
Gantt Project Charts 477
A Critique of Gantt Charts 477
Constructing a Project Network 478
Critical Path Method 480
Microsoft Project for Windows Analysis 484
Resource Constraints 484
Activity Crashing 437
Incorporating Uncertainty in Activity Times 492
Estimating Activity Duration Distributions 492
Project Completion Time Distribution 493
A Critique of the Project Completion Time Analysis 494
Problems with Implementing Critical Path Analysis 496
Monitoring Projects 497
CONTENTS XVii
Earned Value Chart 497
Project Termination 498
Project History Report 499
Summary 499
Key Terms and Definitions 499
Service Benchmark: Project Management Software in Use 500
Solved Problems 501
Topics for Discussion 503
Exercises 503
Case: Info Systems, Inc. 508
Case: Whittier County Hospital 509
Selected Bibliography 511
Endnotes 511
17. LINEAR PROGRAMMING APPLICATIONS IN SERVICES 513
Learning Objectives 513
Chapter Preview 513
Constrained Optimization Models 514
Formulating Linear Programming Models 516
Diet Problem 516
Shift Scheduling Problem 518
Workforce Planning Problem 519
Transportation Problem 521
Optimal Solutions and Computer Analysis 522
Graphical Solution of Linear Programming Models 523
Linear Programming Model in Standard Form 524
Computer Analysis and Interpretation 526
Sensitivity Analysis 528
Objective Function Coefficient Ranges 528
Right Hand Side Ranging 529
Goal Programming 530
Service Benchmark: An Analysis of Alternative Locations and Service Areas
of American Red Cross Blood Facilities 534
Summary 537
Key Terms and Definitions 537
Solved Problems 537
Topics for Discussion 538
Exercises 540
Case: Munich Delicatessen 548
Case: Sequoia Airlines 549
Selected Bibliography 550
Endnote 550
Toward World Class Service
18. PRODUCTIVITY AND QUALITY IMPROVEMENT 553
Learning Objectives 553
Chapter Preview 553
Customer Value Equation 554
Results Produced for the Customer 554
Process Quality 554
I
xviii contents
Price to the Customer 554
Cost of Acquiring the Service 555
Stages in Service Firm Competitiveness 555
Available for Service 555
Journeyman 555
Distinctive Competence Achieved 557
World Class Service Delivery 557
Making Continual Improvement a Competitive Strategy 557
Inventory and Waiting Line Analogy 558
Continual Improvement as Part of the Service Organization Culture 560
Management Implications 561
Walk through Audit 562
Designing a Walk through Audit 563
Implications for Management 565
The Walk through Audit as a Diagnostic Instrument 565
Quality and Productivity Improvement Process 567
Foundations of Continuous Improvement 567
Plan Do Check Act (PDCA) Cycle 567
Problem Solving 568
Quality Tools for Analysis and Problem Solving 568
Check Sheet 568
Run Chart 568
Histogram 569
Pareto Chart 570
Flowchart 571
Cause and Effect Diagram 571
Scatter Diagram 572
Control Chart 573
Programs for Organizational Quality Improvement 573
Personnel Programs for Quality Assurance 573
Quality Improvement Program to Achieve Zero Defects 576
Denting s 14 Point Program 511
Malcolm Baldrige National Quality Award 578
ISO 9000 578
Benchmarking 580
Service Benchmark: Shoppers Act as Their Own Cashiers at Some Stores 581
Summary 582
Key Terms and Definitions 582
Topics for Discussion 582
Case: The Museum of Art and Design 583
Case: Mega Bytes Restaurant 585
CHAPTER 18 SUPPLEMENT
Data Envelopment Analysis (DEA) 589
Measuring Service Productivity 590
The DEA Model 590
DEA and Strategic Planning 596
Exercises 597
Case: Mid Atlantic Bus Lines 597
Selected Bibliography 598
Endnotes 599
19. GROWTH AND EXPANSION 601
Learning Objectives 601
CONTENTS XiX
Chapter Preview 602
Growth and Expansion Strategies 602
Focused Service 602
Focused Network 603
Clustered Service 604
Diversified Network 604
Franchising 605
The Nature of Franchising 605
Benefits to the Franchisee 605
Issues for the Franchiser 607
Multinational Development 608
The Nature of the Borderless World 608
Considerations in Planning Multinational Operations 610
Global Service Strategies 611
Multicountry Expansion 612
Importing Customers 613
Following Your Customers 613
Service Unbundling 614
Beating the Clock 615
Service Benchmark: Big Macs to Go: America s Contribution to Asian Culture:
How to Wait in Line and Eat Standing Up 616
Summary 617
Key Terms and Definitions 617
Topics for Discussion 617
Case: Goodwill Industries International, Inc. 618
Case: Federal Express: Tiger International Acquisition 621
Selected Bibliography 625
Endnotes 625
Appendix A Areas of a Standard Normal Distribution 627
Appendix B Uniformly Distributed Random Numbers [0,1] 628
Appendix C Values of Lq for the MIMIc Queuing Model 629
Appendix D Equations for Selected Queuing Models 631
Indexes 635
|
| any_adam_object | 1 |
| author | Fitzsimmons, James A. Fitzsimmons, Mona J. |
| author_facet | Fitzsimmons, James A. Fitzsimmons, Mona J. |
| author_role | aut aut |
| author_sort | Fitzsimmons, James A. |
| author_variant | j a f ja jaf m j f mj mjf |
| building | Verbundindex |
| bvnumber | BV013689460 |
| 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 |
| classification_rvk | QR 560 |
| ctrlnum | (OCoLC)43552524 (DE-599)BVBBV013689460 |
| 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 | 3. ed. |
| format | Book |
| fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>01867nam a2200457 c 4500</leader><controlfield tag="001">BV013689460</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="005">20020625 </controlfield><controlfield tag="007">t</controlfield><controlfield tag="008">010419s2001 ad|| |||| 00||| eng d</controlfield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">007231267X</subfield><subfield code="9">0-07-231267-X</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)43552524</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)BVBBV013689460</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield><subfield code="e">rakwb</subfield></datafield><datafield tag="041" ind1="0" ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-703</subfield><subfield code="a">DE-19</subfield></datafield><datafield tag="050" ind1=" " ind2="0"><subfield code="a">HD9980.5</subfield></datafield><datafield tag="082" ind1="0" ind2=" "><subfield code="a">658</subfield><subfield code="2">21</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">QR 560</subfield><subfield code="0">(DE-625)142061:</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Fitzsimmons, James A.</subfield><subfield code="e">Verfasser</subfield><subfield code="4">aut</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">Service management</subfield><subfield code="b">operations, strategy, and information technology</subfield><subfield code="c">James A. Fitzsimmons ; Mona J. Fitzsimmons</subfield></datafield><datafield tag="246" ind1="1" ind2="3"><subfield code="a">Servies management</subfield></datafield><datafield tag="250" ind1=" " ind2=" "><subfield code="a">3. ed.</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">New York [u.a.]</subfield><subfield code="b">McGraw-Hill</subfield><subfield code="c">2001</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">XXVI, 646 S.</subfield><subfield code="b">Ill., graph. Darst.</subfield><subfield code="e">1 CD-ROM (12 cm)</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">n</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">nc</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="500" ind1=" " ind2=" "><subfield code="a">1. Aufl. u.d.T.: Fitzsimmons, James A.: Service management for competitive advantage</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Service industries</subfield><subfield code="x">Management</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Dienstleistungsbetrieb</subfield><subfield code="0">(DE-588)4012181-1</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">CD-ROM</subfield><subfield code="0">(DE-588)4139307-7</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Management</subfield><subfield code="0">(DE-588)4037278-9</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="689" ind1="0" ind2="0"><subfield code="a">Dienstleistungsbetrieb</subfield><subfield code="0">(DE-588)4012181-1</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2="1"><subfield code="a">Management</subfield><subfield code="0">(DE-588)4037278-9</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2="2"><subfield code="a">CD-ROM</subfield><subfield code="0">(DE-588)4139307-7</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2=" "><subfield code="8">1\p</subfield><subfield code="5">DE-604</subfield></datafield><datafield tag="700" ind1="1" ind2=" "><subfield code="a">Fitzsimmons, Mona J.</subfield><subfield code="e">Verfasser</subfield><subfield code="4">aut</subfield></datafield><datafield tag="856" ind1="4" ind2="2"><subfield code="m">HBZ Datenaustausch</subfield><subfield code="q">application/pdf</subfield><subfield code="u">http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009354352&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA</subfield><subfield code="3">Inhaltsverzeichnis</subfield></datafield><datafield tag="999" ind1=" " ind2=" "><subfield code="a">oai:aleph.bib-bvb.de:BVB01-009354352</subfield></datafield><datafield tag="883" ind1="1" ind2=" "><subfield code="8">1\p</subfield><subfield code="a">cgwrk</subfield><subfield code="d">20201028</subfield><subfield code="q">DE-101</subfield><subfield code="u">https://d-nb.info/provenance/plan#cgwrk</subfield></datafield></record></collection> |
| id | DE-604.BV013689460 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T18:50:17Z |
| institution | BVB |
| isbn | 007231267X |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-009354352 |
| oclc_num | 43552524 |
| open_access_boolean | |
| owner | DE-703 DE-19 DE-BY-UBM |
| owner_facet | DE-703 DE-19 DE-BY-UBM |
| physical | XXVI, 646 S. Ill., graph. Darst. 1 CD-ROM (12 cm) |
| publishDate | 2001 |
| publishDateSearch | 2001 |
| publishDateSort | 2001 |
| publisher | McGraw-Hill |
| record_format | marc |
| spelling | Fitzsimmons, James A. Verfasser aut Service management operations, strategy, and information technology James A. Fitzsimmons ; Mona J. Fitzsimmons Servies management 3. ed. New York [u.a.] McGraw-Hill 2001 XXVI, 646 S. Ill., graph. Darst. 1 CD-ROM (12 cm) txt rdacontent n rdamedia nc rdacarrier 1. Aufl. u.d.T.: Fitzsimmons, James A.: Service management for competitive advantage Service industries Management Dienstleistungsbetrieb (DE-588)4012181-1 gnd rswk-swf CD-ROM (DE-588)4139307-7 gnd rswk-swf Management (DE-588)4037278-9 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 s Management (DE-588)4037278-9 s CD-ROM (DE-588)4139307-7 s 1\p 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=009354352&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | Fitzsimmons, James A. Fitzsimmons, Mona J. Service management operations, strategy, and information technology Service industries Management Dienstleistungsbetrieb (DE-588)4012181-1 gnd CD-ROM (DE-588)4139307-7 gnd Management (DE-588)4037278-9 gnd |
| subject_GND | (DE-588)4012181-1 (DE-588)4139307-7 (DE-588)4037278-9 |
| title | Service management operations, strategy, and information technology |
| title_alt | Servies management |
| title_auth | Service management operations, strategy, and information technology |
| title_exact_search | Service management operations, strategy, and information technology |
| title_full | Service management operations, strategy, and information technology James A. Fitzsimmons ; Mona J. Fitzsimmons |
| title_fullStr | Service management operations, strategy, and information technology James A. Fitzsimmons ; Mona J. Fitzsimmons |
| title_full_unstemmed | Service management operations, strategy, and information technology James A. Fitzsimmons ; Mona J. Fitzsimmons |
| title_short | Service management |
| title_sort | service management operations strategy and information technology |
| title_sub | operations, strategy, and information technology |
| topic | Service industries Management Dienstleistungsbetrieb (DE-588)4012181-1 gnd CD-ROM (DE-588)4139307-7 gnd Management (DE-588)4037278-9 gnd |
| topic_facet | Service industries Management Dienstleistungsbetrieb CD-ROM Management |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009354352&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT fitzsimmonsjamesa servicemanagementoperationsstrategyandinformationtechnology AT fitzsimmonsmonaj servicemanagementoperationsstrategyandinformationtechnology AT fitzsimmonsjamesa serviesmanagement AT fitzsimmonsmonaj serviesmanagement |