Verfügbarkeit: Service management

Service management: operations, strategy, and information technology

Gespeichert in:

Bibliographische Detailangaben
1. Verfasser:	Fitzsimmons, James A. (VerfasserIn)
Format:	Buch
Sprache:	English
Veröffentlicht:	Boston [u.a.] McGraw-Hill/Irwin 2004
Ausgabe:	4. ed.
Schlagworte:	Administración de industrias de servicios Dienstensector Management Service industries > Management CD-ROM Dienstleistungsbetrieb
Online-Zugang:	Inhaltsverzeichnis
Beschreibung:	Accompanying CD-ROM contains PowerPoint lecture slides, ServiceModel simulation software, an Excel spreadsheet, chapter quizzes, and websites. -- The instructor's manual includes various teaching aids, including a new feature, the Mortgage Service game, an interactive computer simulation. - Includes bibliographical references and indexes
Beschreibung:	XX, 587 S. Ill., graph. Darst. 2 CD-ROMs (12 cm)
Format:	System requirements for accompanying computer disc: Pentium based processor, Microsoft Windows 98/2000/XP, Microsoft Internet Explorer 5.5 as default browser, Microsoft Office or equivalent.
ISBN:	0072823739 0071214577

Internformat

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Datensatz im Suchindex

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adam_text	Titel: Service management Autor: Fitzsimmons, James A Jahr: 2004 Table of Contents PART ONE Relationship with Customers 26 UNDERSTANDING SERVICES 1 Customization and Judgment 27 Nature of Demand and Supply 28 rhanter 1 Method of Service Delivery 28 m * t-, An Open-Systems View of Services 30 The Role of Services in an Economy 3 Service Benchmark: Outside the Box 31 Learning Objectives 3 Summary 31 Chapter Preview 4 Key Terms and Definitions 31 Service Definitions 4 Topics for Discussion 32 Dependency of Manufacturing on Services 4 Interactive Exercise 32 Economic Evolution 5 Case: Village Volvo 32 Stages of Economic Development 7 Case: Xpresso Lube 33 Preindustrial Society 7 Selected Bibliography 35 Industrial Society 8 Endnotes 35 Postindustrial Society 8 Nature of the Service Sector 9 Chapter 3 New Experience Economy 10 Service Strategy 37 Sources of Service Sector Growth 11 Innovation 11 Learning Objectives 37 Social Trends 13 Chapter Preview 38 Service Benchmark: Wal-Mart Is Number One on The Strategic Service Vision 38 the Fortune 500 List 14 Service Design Elements 40 Summary 14 Understanding the Competitive Environment of Key Terms and Definitions 14 Services 41 Topics for Discussion 14 Competitive Service Strategies 42 Interactive Exercise 15 Overall Cost Leadership 43 Selected Bibliography 15 Differentiation 44 Endnotes 15 Focus 45 Winning Customers in the Marketplace 46 Chapter 2 Qualifiers 47 The Nature Of Services 17 Service Winners 47 Service Losers 47 Learning Objectives 17 The Competitive Role of Information in Chapter Preview 18 Services 48 Service Classification 18 Creation of Barriers to Entry 48 The Service Package 19 Revenue Generation 49 Distinctive Characteristics of Service Database Asset 50 Operations 21 Productivity Enhancement 51 Customer Participation in the Service Process 21 The Virtual Value Chain 53 Simultaneity 23 First Stage (Visibility) 53 Perishability 23 Second Stage (Mirroring Capability) 53 Intangibility 24 Third Stage (New Customer Relationships) 53 Heterogeneity 25 Limits in the Use of Information 55 Classifying Services for Strategic Insights 25 Anticompetitive 55 Nature of the Service Act 25 Fairness 54 Table of Contents ix Invasion of Privacy 54 Case: 100 Yen Sushi House 89 Data Security 54 Case: Commuter Cleaning-A New Venture Reliability 54 Proposal 90 Service Benchmark: Central Market Shuns Case: Golfsmith 93 Conventional Wisdom and Big-Name Selected Bibliography 94 Products 54 Endnotes 95 Summary 55 Key Terms and Definitions 56 Chapter 5 Interactive Exercise 56 The Service Encounter 97 Topics for Discussion 57 Case: America West Airlines 57 Learning Objectives 97 Case: The Best Little Cookie House Around 58 Chapter Preview 97 Case: The Alamo Drafthouse 60 The Service Encounter Triad 98 Selected Bibliography 61 Encounter Dominated by the Service Endnotes 62 Organization 99 Contact Personnel-Dominated Encounter 99 Customer-Dominated Encounter 99 The Service Organization 99 Culture 99 Empowerment 101 Control Systems 101 Contact Personnel 102 PART TWO DESIGNING THE SERVICE ENTERPRISE 65 Chapter 4 New Service Development 67 Selection 102 Learning Objectives 67 Training 103 Chapter Preview 68 The Customer 105 New Service Development 68 Expectations and Attitudes 105 Technological Innovation in Services 70 The Customer as Coproducer 106 Challenges of Adopting New Technology Summary of Service Encounters 106 in Services 71 Creating a Customer Service Orientation 107 Automation in Services 71 Service Profit Chain 108 Managing the New Technology Adoption Process 73 summary 111 Service Blueprinting 75 Service Benchmark: Miss Manners on Complaint Strategic Positioning through Process Handling 112 Structure 77 Key Terms and Definitions 113 Taxonomy for Service Process Design 79 Topics for Discussion 113 Degree of Divergence 79 Interactive Exercise 113 Object of the Service Process 80 Case: Amy s Ice Cream 113 Type of Customer Contact 80 Case: Enterprise Rent-A-Car 113 Generic Approaches to Service System Chapter 5 Supplement Design 81 Work Measurement 117 Production-Line Approach 81 Time Study 117 Customer as Coproducer 83 Work Sampling 120 Customer Contact Approach 84 Sample Size 122 Information Empowerment 85 Work Methods Charts 123 Service Benchmark: A Better Mousetrap 88 Solved Problems 125 Summary 88 Exercises 125 Key Terms and Definitions 88 Case: County General Hospital 127 Topics for Discussion 89 Selected Bibliography 127 Interactive Exercise 89 Endnotes 129 x Table of Contents Chapter 6 Service Benchmark: Microsoft, Ford Drive Service Quality 131 Web Deal 176 Summary 177 Learning Objectives 131 Key Terms and Definitions 177 Chapter Preview 132 Topics for Discussion 177 Defining Service Quality 132 Interactive Exercise 177 Dimensions of Service Quality 132 Case: Amazon.com 177 Gaps in Service Quality 133 Case: 7-Eleven Japan 179 Measuring Service Quality 135 Selected Bibliography 181 SERVQUAL 135 Endnotes 182 Scope of Service Quality 136 Quality Service by Design 140 Chapter 8 Incorporating Quality in the Service Package 141 Service Facility Location 183 Taguchi Methods 142 Poka-Yoke (Failsafing) 142 Quality Function Deployment 144 Achieving Service Quality 146 Cost of Quality 146 Service Process Control 147 Statistical Process Control 148 Unconditional Service Guarantee 151 Learning Objectives 183 Chapter Preview 184 Location Considerations 184 Geographic Representation 185 Number of Facilities 186 Optimization Criteria 186 Estimation of Geographic Demand 187 Define the Target Population 188 Service Recovery 153 Select a Unit of Area 188 Approaches to Service Recovery 154 Estimate Geographic Demand 188 Service Benchmark: Service Winners of the Map Geogmphic Demand 188 Malcolm Baldrige National Quality Award 156 Facility Location Techniques 188 Stages in Quality Development 155 Single Facility 190 Summary 157 Center of Gravity 193 Key Terms and Definitions 157 Locating a Retail Outlet 193 Topics for Discussion 157 Multiple Facilities 195 Interactive Exercise 157 Site Considerations 197 Solved Problems 158 Breaking the Rules 197 Exercises 159 Competitive Clustering 198 Case: Clean Sweep, Inc. 162 Saturation Marketing 198 Case: The Complaint Letter 164 Marketing Intermediaries 198 Selected Bibliography 166 Substitution of Communication for Endnotes 168 Transportation 199 Impact of the Internet on Service Location 199 Chapter 7 Geographic Information System 200 E-Service 169 Summary 200 Service Benchmark: Here a Bun, There a Bun, Learning Objectives 169 Everywhere a Bun-Bun 201 Chapter Preview 170 Key Terms and Definitions 202 Internet Services 170 Topics for Discussion 202 Coming of Age for the Internet and Websites 171 Interactive Class Exercise 203 Internet Models 172 Solved Problems 203 Electronic and Traditional Services 173 Exercises 205 E-Business Models 173 Case: Health Maintenance Organization (A) 207 Economics of Scalability 174 Case: Athol Furniture, Inc. 208 Service Product Dimensions 175 Selected Bibliography 210 Service Process Dimensions 175 Endnotes 211 Table of Contents xi Chapter 9 Promoting Off-Peak Demand 249 The Supporting Facility 213 Developing Complementary Services 249 Using Reservation Systems and Handling the Learning Objectives 213 Overbooking Problem 250 Chapter Preview 214 Strategies for Managing Supply 252 Servicescapes 214 Using Daily Workshift Scheduling 253 Behaviors in Servicescapes 215 Using Weekly Workshift Scheduling with Days-Off Environmental Dimensions of Servicescapes 215 Constraint 255 Facility Design 217 Increasing Customer Participation 256 Nature and Objectives of Service Organizations 218 Creating Adjustable Capacity 256 Land Availability and Space Requirements 218 Sharing Capacity 257 Flexibility 218 Cross-Training Employees 257 Security 219 Using Part-Time Employees 257 Aesthetic Factors 220 Scheduling Part-Time Tellers at a Drive-In The Community and Environment 220 Bank 257 Facility Layout 220 Yield Management 258 Product Layout and the Line-Balancing Yield Management Applications 263 Problem 222 Service Benchmark: Yield Management at American Process Layout and the Relative Location Airlines 264 Problem 224 Summary 266 Process Flowcharting 227 Key Terms and Definitions 266 Environmental Psychology and Orientation 228 Topics for Discussion 266 Service Benchmark: Where, Oh Where Shall Interactive Class Exercise 267 We Go? 230 Solved Problems 267 Summary 230 Exercises 269 Key Terms and Definitions 231 Case: River City National Bank 271 Topics for Discussion 231 Case: Gateway International Airport 273 Interactive Exercise 231 Case: The Yield Management Analyst 275 Solved Problems 231 Case: Sequoia Airlines 276 Exercises 233 Selected Bibliography 280 Case: Health Maintenance Organization (B) 236 Endnotes 281 Case: Health Maintenance Organization (C) 237 Case: Esquire Department Store 237 Case: Central Market 239 Chapter 11 Selected Bibliography 240 Managing Waiting Lines 283 Endnotes 241 T . _,. . 00. Learning Objectives 283 Chapter Preview 286 PART THREE Queuing Systems 286 iv/tama/- n cirrrt7T/^r The Inevitability of Waiting 286 MANAGING SERVICE The Psychology of Waiting 287 OPERATIONS 243 That Old Empty Feeling 288 A Foot in the Door 288 ChaDter 10 The Light at the End of the Tunnel 288 Excuse Me, But I Was Next 289 They Also Serve, Who Sit and Wait 290 Learning Objectives 245 The Economics of Waiting 290 Chapter Preview 246 Essential Features of Queuing Systems 291 Strategies for Managing Demand 246 Calling Population 292 Partitioning Demand 247 Arrival Process 292 Offering Price Incentives 247 Queue Configuration 296 Managing Supply and Demand 245 xii Table of Contents Queue Discipline 297 Implications for Purchase Decisions 336 Service Process 298 Facility Support Service (Property/Low Summary 300 Importance) 336 Service Benchmark: Five Minutes in Line Is Longer Equipment Support Service (Property/High Than Five Minutes at Hard Labor 301 Importance) 336 Key Terms and Definitions 301 Employee Support Service (People/Low Topics for Discussion 301 Importance) 337 Interactive Exercise 301 Employee Development (People/High Chapter 11 Supplement: Importance) 337 Computer Simulation 302 Facilitator Service (Process/Low Importance) 338 Process of Systems Simulation 303 Professional Service (Process/High Importance) 338 Simulation Methodology 303 Service Benchmark: Citizens Come First in Monte Carlo Simulation 304 Lynchburg 338 Generating Random Variables 305 Summary 339 Discrete Event Simulation 308 Key Terms and Definitions 339 ServiceModel Simulation Software 309 Topics for Discussion 339 Solved Problems 312 Interactive Exercise 339 Exercises 315 Case: Peapod-Smart Shopping for Busy Case: Thrifty Car Rental 318 People 340 Case: EyeTl Be Seeing You 319 Case: Mortgage Service Game 342 Case: Pronto Pizza 321 Selected Bibliography 344 Case: Renaissance Clinic (A) 321 Endnotes 345 Selected Bibliography 322 Endnotes 323 Chapter 13 Chapter 12 Managing Service Supply Managing Facilitating Goods 347 Learning Objectives 347 Relar nnsh Xl, Chapter Preview 349 Inventory Theory 349 Learning Objectives 325 Role of Inventory in Services 349 Chapter Preview 325 Characteristics of Inventory Systems 351 Goods Supply Chain Management 326 Relevant Costs of an Inventory System 352 Network Model 326 Order Quantity Models 352 Managing Uncertainty 327 Economic Order Quantity 352 Supply Chain Strategic Planning 327 Inventory Model with Quantity Discounts 356 Service Supply Relationships 328 Inventory Model with Planned Shortages 358 Customer-Supplier Duality 328 Inventory Management under Uncertainty 361 Managerial Implications of Bidirectional Inventory Control Systems 362 Relationships 331 Continuous Review System 363 Service Supply Relationships Are Hubs, Periodic Review System 364 Not Chains 331 The ABCs of Inventory Control 365 Service Capacity Is Analogous to Inventory 331 Single-Period Model for Perishable Goods 366 Customer Supplied Inputs Can Vary in Quality 331 Expected Value Analysis 367 Sources of Value in Service Supply Marginal Analysis 368 Relationships 332 Retail Discounting Model 369 Bidirectional Optimization 332 Service Benchmark: A Chip in Time Isn t Stale 370 Management of Productive Capacity 332 Summary 371 Management of Perishability 333 Key Terms and Definitions 371 Purchasing Business Services 333 Topics for Discussion 371 Classification of Business Services 335 Interactive Exercise 372 Table of Contents xiii Solved Problems 372 PART FOUR Exercises 373 TOWARD WORLD-CLASS Case: A.D. Small Consulting 379 SERVICE 421 Case: Last Resort Restaurant 380 Case: Elysian Cycles 380 Selected Bibliography 3 81 Endnotes 382 Chapter 15 Productivity and Quality Improvement 423 Chapter 14 Learning Objectives 423 Managing Projects 383 Chapter Preview 423 Learning Objectives 383 Customer Value Equation 424 Chapter Preview 383 Results Produced for the Customer 424 The Nature of Project Management 384 Process Quality 424 Characteristics of Projects 384 Price to the Customer 424 Project Management Process 384 Cost of Acquiring the Service 424 Selecting the Project Manager 385 StaSes in Service Firm Competitiveness 425 Building the Project Team 385 Available for Service 425 Principles of Effective Project Management 386 Journeyman 425 Techniques for Project Management 387 Distinctive Competence Achieved 427 Gantt Project Charts 387 World-Class Service Delivery 427 A Critique of Gantt Charts 387 Making Continuous Improvement a Competitive Constructing a Project Network 388 Strategy 427 Critical Path Method 390 Inventory and Waiting Line Analogy 428 Microsoft Project for Windows Analysis 393 Continuous Improvement as Part of the Service Resource Constraints 396 Organization Culture 429 Activity Crashing 396 Management Implications 431 Incorporating Uncertainty in Activity Times 401 Walk-Through Audit 432 Estimating Activity Duration Distributions 401 Designing a Walk-Through Audit 432 Project Completion Time Distribution 402 Implications for Management 433 A Critique of the Project Completion The Walk-Through Audit as a Diagnostic Time Analysis 404 Instrument 433 Problems with Implementing Critical Quality and Productivity Path Analysis 405 Improvement Process 435 Monitoring Projects 406 Foundations of Continuous Improvement 435 Earned Value Chart 406 Plan-Do-Check-Act (PDCA) Cycle 437 Project Termination 407 Problem Solving 437 Project History Report 407 Quality Tools for Analysis and Summary 407 Problem Solving 438 Service Benchmark: The House That Check Sheet 439 Warren Built 408 Run Chart 439 Key Terms and Definitions 408 Histogram 439 Topics for Discussion 409 Pareto Chart 439 Interactive Exercise 409 Flowchart 441 Solved Problems 409 Cause-and-Effect Diagram 441 Exercises 411 Scatter Diagram 443 Case: Info-Systems, Inc. 416 Control Chart 443 Case: Whittier County Hospital 417 Programs for Organizational Quality Selected Bibliography 418 Improvement 444 Endnotes 419 Personnel Programs for Quality Assurance 444 xiv Table of Contents Quality-Improvement Program to Achieve Zero Key Terms and Definitions 484 Defects 445 Topics for Discussion 484 Deming s 14-Point Program 446 Interactive Exercise 484 Malcolm Baldrige National Quality Award 447 Case: Goodwill Industries International, Inc. 484 ISO 9000 447 Case: Federal Express: Tiger International Benchmarking 449 Acquisition 487 Service Benchmark: Shoppers Act as Their Own Selected Bibliography 490 Cashiers at Some Stores 450 Endnotes 490 Summary 451 Key Terms and Definitions 451 PART FI VF Topics for Discussion 452 Interactive Exercise 452 QUANTITATIVE MODELS FOR SERVICE Case: The Museum of Art and Design 452 MANAGEMENT 493 Case: Mega Bytes Restaurant 454 Chapter 15 Supplement: Chapter 17 Data Envelopment Analysis (DEA) 458 Forecasting Demand for Services 495 Measuring Service Productivity 459 T _,. . . , The DEA Model 459 Learning Objectives 495 _, , . , . ,^e Chapter Preview 495 DEA and Strategic Planning 465 .. . w , , tnr . .,, 5 6 Subi ective Models 496 Exercises 466 ^ ,,.,,, , , - /-i »j-j ai *¦ t t- ahh Delphi Method 496 Case: Mid-Atlantic Bus Lines 466 , , , Selected Bibliography 466 Cross-Impact Analysts 498 Endnotes 467 Historical Analogy 498 endnotes 40/ Causal Models 499 Regression Models 499 Econometric Models 501 Time Series Models 501 Learning Objectives 469 N-Period Moving Average 501 Chapter Preview 470 Simple Exponential Smoothing 502 Domestic Growth and Expansion Strategies 470 Relationship Between a and N 505 Focused Service 470 Forecast Error 505 Focused Network 471 Exponential Smoothing with Trend Clustered Service 472 Adjustment 506 Diversified Network 472 Exponential Smoothing with Seasonal Franchising 473 Adjustment 507 The Nature of Franchising 473 Exponential Smoothing with Trend and Seasonal Benefits to the Franchisee 473 Adjustments 510 Issues for the Franchisor 474 Summary of Exponential Smoothing 510 Globalization of Services 475 Summary 512 The Nature of the Borderless World 476 Service Benchmark: L. L. Bean Improves Planning Multinational Operations 477 Call-Center Forecasting 513 Global Service Strategies 478 Key Terms and Definitions 516 Multicountry Expansion 479 Topics for Discussion 516 Importing Customers 480 Interactive Class Exercise 516 Following Your Customers 481 Solved Problems 516 Service Unbundling 481 Exercises 518 Beating the Clock 482 Case: Oak Hollow Evaluation Center 519 Service Benchmark: Small World and Case: Gnomial Functions, Inc. 521 Other Myths 483 Selected Bibliography 522 Summary 483 Endnotes 522 Chapter 16 Growth and Globalization of Services 469 Table of Contents xv Chapter 18 Service Benchmark: Simulation Modeling for Queuing Models and Capacity Process Reengineering in the Telecommunications Planning 523 Industry 543 Key Terms and Definitions 546 Learning Objectives 523 Topics for Discussion 546 Chapter Preview 524 Interactive Exercise 546 Capacity Planning 525 Solved Problems 547 Strategic Role of Capacity Decisions 525 Exercises 548 Analytical Queuing Models 526 Case: Houston Port Authority 551 StandardMM/1 Model 528 Case: Freedom Express 552 Finite-Queue M/M/7 Model 530 Case: Renaissance Clinic (B) 552 M/G/l Model 531 Selected Bibliography 553 Standard M/M/c Model 532 Endnotes 554 Finite-Queue M/M/c Model 535 General Self-Service M/G/°° Model 535 General Relationships Between System Appendix A: Areas of Standard Normal Characteristics 536 Distribution 555 Capacity Planning Criteria 537 Appendix B : Uniformly Distributed Random Average Customer Waiting Time 538 Numbers TO 11 557 Probability of Excessive Waiting 538 Minimizing the Sum of Customer Waiting Costs Appendix C: Values of Lq for the M/M/c and Service Costs 539 Queuing Model 558 Probability of Sales Lost Because of Inadequate Waiting Area 541 Requirement That Expected Profit on Last Unit of Capacity Should Just Exceed Expected Name Index 564 Loss 542 Summary 542 Appendix D: Equations for Selected Queueing Models 560 Subject Index 569
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spelling	Fitzsimmons, James A. Verfasser (DE-588)135945453 aut Service management operations, strategy, and information technology James A. Fitzsimmons ; Mona J. Fitzsimmons 4. ed. Boston [u.a.] McGraw-Hill/Irwin 2004 XX, 587 S. Ill., graph. Darst. 2 CD-ROMs (12 cm) txt rdacontent n rdamedia nc rdacarrier Accompanying CD-ROM contains PowerPoint lecture slides, ServiceModel simulation software, an Excel spreadsheet, chapter quizzes, and websites. -- The instructor's manual includes various teaching aids, including a new feature, the Mortgage Service game, an interactive computer simulation. - Includes bibliographical references and indexes System requirements for accompanying computer disc: Pentium based processor, Microsoft Windows 98/2000/XP, Microsoft Internet Explorer 5.5 as default browser, Microsoft Office or equivalent. Administración de industrias de servicios Dienstensector gtt Management gtt Service industries Management CD-ROM (DE-588)4139307-7 gnd rswk-swf Management (DE-588)4037278-9 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 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. Sonstige oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=010215397&sequence=000001&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. Service management operations, strategy, and information technology Administración de industrias de servicios Dienstensector gtt Management gtt Service industries Management CD-ROM (DE-588)4139307-7 gnd Management (DE-588)4037278-9 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd
subject_GND	(DE-588)4139307-7 (DE-588)4037278-9 (DE-588)4012181-1
title	Service management operations, strategy, and information technology
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	Administración de industrias de servicios Dienstensector gtt Management gtt Service industries Management CD-ROM (DE-588)4139307-7 gnd Management (DE-588)4037278-9 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd
topic_facet	Administración de industrias de servicios Dienstensector Management Service industries Management CD-ROM Dienstleistungsbetrieb
url	http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=010215397&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
work_keys_str_mv	AT fitzsimmonsjamesa servicemanagementoperationsstrategyandinformationtechnology AT fitzsimmonsmonaj servicemanagementoperationsstrategyandinformationtechnology

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