Service management: operations, strategy, information technology
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| Main Authors: | , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Boston [u.a.]
McGraw-Hill/Irwin
2008
|
| Edition: | 6. internat. ed. |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XVII, 537 S. Ill., graph. Darst. 1 CD-ROM (12 cm) |
| ISBN: | 0071263462 9780071263467 007337783X |
Staff View
MARC
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| 245 | 1 | 0 | |a Service management |b operations, strategy, information technology |c James A. Fitzsimmons ; Mona J. Fitzsimmons |
| 250 | |a 6. internat. ed. | ||
| 264 | 1 | |a Boston [u.a.] |b McGraw-Hill/Irwin |c 2008 | |
| 300 | |a XVII, 537 S. |b Ill., graph. Darst. |e 1 CD-ROM (12 cm) | ||
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Record in the Search Index
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|---|---|
| adam_text | Brief Contents
PART ONE
Understanding Services 1
1 The Role of Services in an Economy 3
2 The Nature of Services 17
3 Service Strategy 35
PART TWO
Designing the Service Enterprise 61
4 New Service Development 63
5 Technology in Services 89
6 Service Quality 107
7 Process Improvement 145
8 The Service Encounter 175
9 Supporting Facility and Process Flows 197
10 Service Facility Location 225
PART THREE
Managing Service Operations 255
11 Managing Capacity and Demand 257
12 Managing Waiting Lines 293
13 Service Supply Relationships 315
14 Growth and Globalization of Services 339
15 Managing Projects 363
PART FOUR
Quantitative Models for Service
Management 399
16 Capacity Planning and Queuing
Models 401
17 Forecasting Demand for Services 449
18 Managing Facilitating Goods 475
APPENDIX
A Areas of a Standard Normal
Distribution 508
B Uniformly Distributed Random
Numbers [0, 1] 509
C Values of Lq for the MIMIc Queuing
Model 510
D Equations for Selected Queuing
Models 512
NAME INDEX 517
SUBJECT INDEX 521
vii
Table of Contents
PART ONE
UNDERSTANDING SERVICES 1
Chapter 1
The Role of Services in an Economy 3
Learning Objectives 3
Chapter Preview 4
Service Definitions 4
Facilitating Role of Services in an Economy 4
Economic Evolution 5
Stages of Economic Development 7
Preindustrial Society 7
Industrial Society 7
Postindustrial Society 7
Nature of the Service Sector 8
The 21s Century Career 10
New Experience Economy 11
Consumer Service Experience 11
Business Service Experience 11
Sources of Service Sector Growth 13
Information Technology 13
Innovation 14
Changing Demographics 14
Service Benchmark: Wal-Mart is Number One
on the Fortune 500 List 15
Summary 15
Key Terms and Definitions 15
Topics for Discussion 15
Interactive Exercise 16
Selected Bibliography 16
Endnotes 16
Chapter 2
The Nature of Services
17
Learning Objectives 17
Chapter Preview 18
Distinctive Characteristics of Service
Operations 18
Customer Participation in the Service Process 18
Simultaneity 19
Perishability 19
Intangibility 20
Heterogeneity 20
Non-ownership Characteristic of
Services 21
The Service Package 22
Grouping Services by Delivery Process 24
Classifying Services for Strategic Insights 26
Nature of the Service Act 26
Relationship with Customers 27
Customization and Judgment 27
vili
Nature of Demand and Capacity 27
Method of Service Delivery 28
An Open-Systems View of Services 29
Service Benchmark: Outside the Box 30
Summary 30
Key Terms and Definitions 31
Topics for Discussion 31
Interactive Exercise 31
Case 2.1: Village Volvo 31
Case 2.2: Xpresso Lube 32
Selected Bibliography 34
Endnotes 34
Chapter 3
Service Strategy 35
Learning Objectives 35
Chapter Preview 35
The Strategic Service Vision 36
Understanding the Competitive Environment
of Services 36
Competitive Service Strategies 38
Overall Cost Leadership 39
Differentiation 40
Focus 41
Winning Customers in the Marketplace 41
Qualifiers 42
Service Winners 42
Service Losers 42
The Competitive Role of Information
in Services 42
Creation of Barriers to Entry 43
Revenue Generation 44
Database Asset 45
Productivity Enhancement 45
The Virtual Value Chain 47
First Stage (Visibility) 48
Second Stage (Mirroring Capability) 49
Third Stage (New Customer Relationships) 49
Limits in the Use of Information 49
Anticompetitive 49
Fairness 49
Invasion of Privacy 49
Data Security 50
Reliability 50
Using Information to Categorize Customers 50
Stages in Service Firm Competitiveness 50
Available for Service 50
Journeyman 52
Distinctive Competence Achieved 52
World-Class Service Delivery 52
Service Benchmark: Central Market Shuns
Conventional Wisdom and Big-Name Products 53
Table of Contents ix
Summary 53
Key Terms and Definitions 54
Interactive Exercise 54
Topics for Discussion 55
Case 3.1: United Commercial Bank and
El Banco 55
Case 3.2: The Alamo Drafthouse 57
Selected Bibliography 59
Endnotes 59
PART TWO
DESIGNING THE SERVICE
ENTERPRISE 61
Chapter 4
New Service Development 63
Learning Objectives 63
Chapter Preview 64
Innovation in Services 64
New Service Development 66
Service Design Elements 68
Customer Value Equation 69
Strategic Positioning Through Process
Structure 70
Service Blueprinting 71
Taxonomy for Service Process Design 73
Degree of Divergence 74
Object of the Service Process 74
Type of Customer Contact 74
Generic Approaches to Service System Design 75
Production-Line Approach 75
Customer as Coproducer 77
Customer Contact Approach 78
Information Empowerment 80
Service Benchmark: A Better Mousetrap 82
Summary 82
Key Terms and Definitions 82
Topics for Discussion 83
Interactive Exercise 83
Case 4.1: 100 Yen Sushi House 83
Case 4.2: Commuter Cleaning—A New Venture
Proposal 84
Case 4.3: Golfsmith 86
Selected Bibliography 87
Endnotes 88
Chapter 5
Technology in Services
89
Learning Objectives 89
Chapter Preview 90
Technology in the Service Encounter
The Emergence of Self-Service 91
Automation in Services 92
Internet Services 94
90
E-Commerce 94
Virtual versus Physical Services 95
E-Service Product Dimensions 95
E-Service Process Dimensions 95
E-Business Models 96
Economics of Scalability 97
Technology Innovation in Services 98
Challenges of Adopting New Technology in Services 98
Readiness to Embrace New Technology 100
The Case of Radio Frequency Identification 100
Service Benchmark: Best-in-Practice is Just a
Click Away 101
Summary 101
Key Terms and Definitions 101
Topics for Discussion 101
Interactive Exercise 102
Case 5.1: Amazon.com 102
Case 5.2: Evolution of B2C E-Commerce in Japan 103
Selected Bibliography 105
Endnotes 106
Chapter 6
Service Quality
107
Learning Objectives 107
Chapter Preview 107
Defining Service Quality 108
Dimensions of Service Quality 108
Gaps in Service Quality 109
Measuring Service Quality 111
SERVQUAL 111
Quality Service by Design 113
Incorporation of Quality in the Service Package
Taguchi Methods 114
Poka-Yoke (Failsafmg) 114
Quality Function Deployment 116
Walk-Through Audit 118
Designing a Walk-Through Audit 118
Implications for Management 120
The Walk-Through Audit as a Diagnostic
Instrument 120
Achieving Service Quality 122
Cost of Quality 122
Statistical Process Control 123
Unconditional Service Guarantee 127
Service Recovery 128
Approaches to Service Recovery 129
Stages in Quality Development 130
Service Benchmark: Bronson Methodist
Hospital 131
Summary 131
Key Terms and Definitions 132
Topics for Discussion 132
Interactive Exercise 132
Solved Problems 132
113
x Table of Contents
Exercises 134
Case 6.1: Clean Sweep, Inc. 136
Case 6.2: The Complaint Letter 138
Case 6.3: The Museum of Art and Design
Selected Bibliography 141
Endnotes 144
140
Chapter 7
Process Improvement 145
Learning Objectives 145
Chapter Preview 145
Quality and Productivity Improvement Process 146
Foundations of Continuous Improvement 146
Plan-Do-Check-Act (PDCA) Cycle 146
Problem Solving 147
Quality Tools for Analysis and Problem
Solving 148
Check Sheet 148
Run Chart 148
Histogram 148
Pareto Chart 149
Flowchart 149
Cause-and-Effect Diagram 150
Scatter Diagram 151
Control Chart 151
Benchmarking 151
Quality Improvement Programs 153
Personnel Programs for Quality Assurance 153
Deming s 14-Point Program 154
Baldrige National Quality Award 155
ISO 9000 156
Six Sigma 156
Service Benchmark: Service, Education, and
Health Care Winners of The Baldrige National
Quality Award 159
Summary 160
Key Terms and Definitions 160
Topics for Discussion 160
Interactive Exercise 160
Case 7.1: Mega Bytes Restaurant 160
Chapter 7 Supplement: Data Envelopment
Analysis (DEA) 165
Measuring Service Productivity 165
The DEA Model 165
DEA and Strategic Planning 171
Exercises 171
Case 7.2: Mid-Atlantic Bus Lines 172
Selected Bibliography 172
Endnotes 173
Chapter 8
The Service Encounter
Learning Objectives 175
Chapter Preview 176
175
The Service Encounter Triad 176
Encounter Dominated by the Service Organization 177
Contact Personnel-Dominated Encounter 177
Customer-Dominated Encounter 177
The Service Organization 177
Culture 177
Empowerment 179
Control Systems 179
Contact Personnel 180
Selection 180
Training 181
Creating an Ethical Climate 182
The Customer 183
Expectations and Attitudes 183
The Role of Scripts in Coproduction 184
Summary of Service Encounters 185
Creating a Customer Service Orientation 185
Service Profit Chain 186
Service Benchmark: Miss Manners on Complaint
Handling 189
Summary 188
Key Terms and Definitions 190
Topics for Discussion 190
Interactive Exercise 190
Case 8.1: Amy s Ice Cream 190
Case 8.2: Enterprise Rent-A-Car 191
Selected Bibliography 194
Endnotes 194
Chapter 9
Supporting Facility and Process Flows 197
Learning Objectives 197
Chapter Preview 198
Environmental Psychology and Orientation 198
Servicescapes 198
Behaviors in Servicescapes 199
Environmental Dimensions of Servicescapes 199
Facility Design 202
Nature and Objectives of Service Organizations 202
Land Availability and Space Requirements 203
Flexibility 203
Security 203
Aesthetic Factors 204
The Community and Environment 204
Process Analysis 205
Types of Processes 205
Process Terminology 205
Facility Layout 207
Product Layout and the Work Allocation Problem 207
Process Layout and the Relative Location Problem 210
Service Benchmark: Where, Oh Where Shall
We Go? 213
Summary 213
Key Terms and Definitions 213
Topics for Discussion 214
Table of Contents xi
Interactive Exercise 214
Solved Problems 214
Exercises 216
Case 9.1: Health Maintenance Organization (A) 219
Case 9.2: Health Maintenance Organization (B) 220
Case 9.3: Esquire Department Store 220
Case 9.4: Central Market 221
Selected Bibliography 223
Endnotes 223
Chapter 10
Service Facility Location 225
Learning Objectives 225
Chapter Preview 226
Strategic Location Considerations 226
Competitive Clustering 227
Saturation Marketing 227
Marketing Intermediaries 228
Substitution of Communication for Transportation 228
Separation of Front from Back Office 228
Impact of the Internet on Service Location 229
Site Considerations 229
Regression Analysis in Location Decisions 230
Geographic Information System 230
Modeling Considerations 232
Geographic Representation 232
Number of Facilities 234
Optimization Criteria 234
Facility Location Techniques 236
Single Facility 237
Center of Gravity 239
Locating a Retail Outlet Using the Huff Model 241
Multiple Facilities 242
Summary 244
Service Benchmark: Here a Bun, There a Bun,
Everywhere a Bun-Bun 245
Key Terms and Definitions 245
Topics for Discussion 246
Interactive Exercise 246
Solved Problems 246
Exercises 248
Case 10.1: Health Maintenance
Organization (C) 250
Case 10.2: Athol Furniture, Inc. 251
Selected Bibliography 253
Endnotes 254
PART THREE
MANAGING SERVICE OPERATIONS 255
Chapter 11
Managing Capacity and Demand 257
Learning Objectives 257
Chapter Preview 257
Generic Strategies of Level Capacity and Chase
Demand 258
Strategies for Managing Demand 258
Customer-induced Variability 258
Segmenting Demand 258
Offering Price Incentives 260
Promoting Off-Peak Demand 261
Developing Complementary Services 261
Reservation Systems and Overbooking 262
Strategies for Managing Capacity 264
Defining Service Capacity 264
Daily Workshift Scheduling 265
Weekly Workshift Scheduling with Days-Off Constraint 267
Increasing Customer Participation 268
Creating Adjustable Capacity 268
Sharing Capacity 268
Cross-Training Employees 269
Using Part- Time Employees 269
Scheduling Part-Time Tellers at a Drive-In Bank 269
Yield Management 270
Yield Management Applications 274
Summary 275
Service Benchmark: Yield Management at American
Airlines 276
Key Terms and Definitions 277
Topics for Discussion 277
Interactive Exercise 278
Solved Problems 278
Exercises 280
Case 11.1: River City National Bank 282
Case 11.2: Gateway International Airport 284
Case 11.3: The Yield Management Analyst 285
Case 11.4: Sequoia Airlines 288
Selected Bibliography 289
Endnotes 290
Chapter 12
Managing Waiting Lines 293
Learning Objectives 293
Chapter Preview 294
The Economics of Waiting 294
Queuing Systems 294
The Psychology of Waiting 295
That Old Empty Feeling 296
A Foot in the Door 296
The Light at the End of the Tunnel 296
Excuse Me, But I Was Next 297
Principles of Waiting Line Management 297
Animate 298
Discriminate 298
Automate 299
Obfuscate 299
Essential Features of Queuing Systems 300
Calling Population 300
Arrival Process 300
xii Table of Contents
Queue Configuration 304
Queue Discipline 306
Service Process 307
Summary 308
Service Benchmark: Five Minutes in Line is Longer
Than Five Minutes at Hard Labor 309
Key Terms and Definitions 309
Topics for Discussion 309
Interactive Exercise 309
Case 12.1: Thrifty Car Rental 310
Case 12.2: Eye ll Be Seeing You 311
Selected Bibliography 312
Endnotes 313
Chapter 13
Service Supply Relationships 315
Learning Obj ectives 315
Chapter Preview 315
Supply Chain Management 316
Network Model 316
Managing Uncertainty 317
Service Supply Relationships 319
Customer-Supplier Duality 319
Service Supply Relationships are Hubs,
Not Chains 319
Service Capacity is Analogous to Inventory 320
Customer Supplied Inputs Can Vary in Quality 320
Managing Service Relationships 320
Bidirectional Optimization 320
Productive Capacity 322
Perishability 322
Professional Service Firms 323
Attributes of Professional Services 323
Operational Characteristics 323
Outsourcing Services 326
Benefits and Risks of Outsourcing Services 326
Classification of Business Services 327
Managerial Considerations of Service Outsourcing 328
Service Benchmark: Citizens Come First in
Lynchburg 330
Summary 331
Key Terms and Definitions 331
Topics for Discussion 331
Interactive Exercise 331
Case 13.1: Boomer Consulting 332
Case 13.2: Peapod—Smart Shopping for Busy
People 334
Case 13.3: Mortgage Service Game 336
Selected Bibliography 338
Endnotes 338
Chapter 14
Growth and Globalization of Services
Learning Objectives 339
Chapter Preview 340
339
Domestic Growth and Expansion Strategies 340
Focused Service 340
Focused Network 341
Clustered Service 342
Diversified Network 342
Franchising 342
The Nature of Franchising 343
Benefits to the Franchisee 343
Issues for the Franchiser 344
Globalization of Services 345
Generic International Strategies 346
The Nature of the Borderless World 34 7
Planning Transnational Operations 348
Global Service Strategies 351
Multicountry Expansion 352
Importing Customers 352
Following Your Customers 353
Service Offshoring 353
Beating the Clock 354
Service Benchmark: Small World and Other
Myths 354
Summary 355
Key Terms and Definitions 355
Topics for Discussion 355
Interactive Exercise 355
Case 14.1: Goodwill Industries International,
Inc. 356
Case 14.2: Federal Express: Tiger International
Acquisition 358
Selected Bibliography 360
Endnotes 361
Chapter 15
Managing Projects 363
Learning Objectives 363
Chapter Preview 363
The Nature of Project Management 364
Characteristics of Projects 364
Project Management Process 364
Selecting the Project Manager 365
Building the Project Team 365
Principles of Effective Project Management 366
Techniques for Project Management 366
Gantt Project Charts 366
A Critique of Gantt Charts 368
Constructing a Project Network 368
Critical Path Method 369
Microsoft Project for Windows Analysis 3 72
Resource Constraints 375
Activity Crashing 375
Incorporating Uncertainty in Activity Times 3 80
Estimating Activity Duration Distributions 380
Project Completion Time Distribution 381
A Critique of the Project Completion Time Analysis 382
Table of Contents xiii
Problems with Implementing Critical Path Analysis 384
Monitoring Projects 384
Earned Value Chart 384
Project Termination 386
Project History Report 386
Summary 386
Service Benchmark: The House That
Warren Built 387
Key Terms and Definitions 387
Topics for Discussion 387
Interactive Exercise 388
Solved Problems 388
Exercises 389
Case 15.1: Info-Systems, Inc. 394
Case 15.2: Whittier County Hospital 3 95
Selected Bibliography 396
Endnotes 397
PART FOUR
QUANTITATIVE MODELS FOR
SERVICE MANAGEMENT 399
Chapter 16
Capacity Planning and Queuing Models 401
Learning Objectives 401
Chapter Preview 402
Capacity Planning 402
Strategic Role of Capacity Decisions 403
Analytical Queuing Models 404
Relationships between System Characteristics 406
StandardM/M, 1 Model 406
Standard M/M/c Model 408
M/G/l Model 411
General Self-Service M/G/ x Model 412
Finite-Queue M/M/l Model 412
Finite-Queue M/M/c Model 413
Capacity Planning Criteria 414
Average Customer Waiting Time 414
Probability of Excessive Waiting 415
Minimizing the Sum of Customer Waiting Costs
and Service Costs 416
Probability of Sales Lost Because of Inadequate
Waiting Area 417
Summary 418
Service Benchmark: Simulation Modeling for
Process Reengineering in the Telecommunications
Industry 419
Key Terms and Definitions 421
Topics for Discussion 422
Interactive Exercise 422
Solved Problems 422
Exercises 424
Case 16.1: Houston Port Authority 426
Case 16.2: Freedom Express 427
Case 16.3: Renaissance Clinic (A) 427
Chapter 16 Supplement: Computer
Simulation 428
Systems Simulation 429
Simulation Methodology 429
Monte Carlo Simulation 431
Generating Random Variables 431
Discrete-Event Simulation 434
ServiceModel Simulation Software 436
Demonstration: Customer Service
Call Center 438
Process Analysis: Manufacturing Cell 439
Solved Problems 441
Exercises 443
Case 16.4: Pronto Pizza 447
Case 16.5: Renaissance Clinic (B) 447
Selected Bibliography 448
Endnotes 448
Chapter 17
Forecasting Demand for Services 449
Learning Objectives 449
Chapter Preview 449
The Choice of Forecasting Method 450
Subjective Models 450
Delphi Method 451
Cross-Impact Analysis 452
Historical Analogy 452
Causal Models 453
Regression Models 453
Econometric Models 454
Time Series Models 454
N-Period Moving Average 454
Simple Exponential Smoothing 455
Relationship between a and N 457
Forecast Error 458
Exponential Smoothing with Trend Adjustment 459
Exponential Smoothing with Seasonal Adjustment 460
Exponential Smoothing with Trend and Seasonal
Adjustments 462
Summary of Exponential Smoothing 465
Summary 465
Service Benchmark: L. L. Bean Improves
Call-Center Forecasting 465
Key Terms and Definitions 468
Topics for Discussion 468
Interactive Exercise 468
Solved Problems 468
Exercises 471
Case 17.1: Oak Hollow Medical Evaluation
Center 471
Case 17.2: Gnomial Functions, Inc. 473
Selected Bibliography 474
Endnotes 474
xiv Table of Contents
Chapter 18
Managing Facilitating Goods 475
Learning Objectives 475
Chapter Preview 476
Inventory Theory 477
Role of Inventory in Services 477
Characteristics of Inventory Systems 478
Relevant Costs of an Inventory System 479
Order Quantity Models 479
Economic Order Quantity 480
Inventory Model with Quantity Discounts 483
Inventory Model with Planned Shortages 485
Inventory Management under Uncertainty 488
Inventory Control Systems 489
Continuous Review System 489
Periodic Review System 490
TheABCs of Inventory Control 492
Single-Period Model for Perishable Goods 493
Expected Value Analysis 494
Marginal Analysis 494
Retail Discounting Model 496
Service Benchmark: A Chip in Time Isn t Stale 497
Summary 497
Key Terms and Definitions 497
Topics for Discussion 498
Interactive Exercise 498
Solved Problems 498
Exercises 500
Case 18.1: A.D. Small Consulting 505
Case 18.2: Last Resort Restaurant 506
Case 18.3: Elysian Cycles 506
Selected Bibliography 507
Endnotes 507
Appendix A: Areas of a Standard Normal
Distribution 508
Appendix B: Uniformly Distributed Random
Numbers [0,1] 509
Appendix C: Values of Lq for the MIMIc Queuing
Model 510
Appendix D: Equations for Selected Queuing
Models 512
Name Index 517
Subject Index 521
|
| adam_txt |
Brief Contents
PART ONE
Understanding Services 1
1 The Role of Services in an Economy 3
2 The Nature of Services 17
3 Service Strategy 35
PART TWO
Designing the Service Enterprise 61
4 New Service Development 63
5 Technology in Services 89
6 Service Quality 107
7 Process Improvement 145
8 The Service Encounter 175
9 Supporting Facility and Process Flows 197
10 Service Facility Location 225
PART THREE
Managing Service Operations 255
11 Managing Capacity and Demand 257
12 Managing Waiting Lines 293
13 Service Supply Relationships 315
14 Growth and Globalization of Services 339
15 Managing Projects 363
PART FOUR
Quantitative Models for Service
Management 399
16 Capacity Planning and Queuing
Models 401
17 Forecasting Demand for Services 449
18 Managing Facilitating Goods 475
APPENDIX
A Areas of a Standard Normal
Distribution 508
B Uniformly Distributed Random
Numbers [0, 1] 509
C Values of Lq for the MIMIc Queuing
Model 510
D Equations for Selected Queuing
Models 512
NAME INDEX 517
SUBJECT INDEX 521
vii
Table of Contents
PART ONE
UNDERSTANDING SERVICES 1
Chapter 1
The Role of Services in an Economy 3
Learning Objectives 3
Chapter Preview 4
Service Definitions 4
Facilitating Role of Services in an Economy 4
Economic Evolution 5
Stages of Economic Development 7
Preindustrial Society 7
Industrial Society 7
Postindustrial Society 7
Nature of the Service Sector 8
The 21s' Century Career 10
New Experience Economy 11
Consumer Service Experience 11
Business Service Experience 11
Sources of Service Sector Growth 13
Information Technology 13
Innovation 14
Changing Demographics 14
Service Benchmark: Wal-Mart is Number One
on the Fortune 500 List 15
Summary 15
Key Terms and Definitions 15
Topics for Discussion 15
Interactive Exercise 16
Selected Bibliography 16
Endnotes 16
Chapter 2
The Nature of Services
17
Learning Objectives 17
Chapter Preview 18
Distinctive Characteristics of Service
Operations 18
Customer Participation in the Service Process 18
Simultaneity 19
Perishability 19
Intangibility 20
Heterogeneity 20
Non-ownership Characteristic of
Services 21
The Service Package 22
Grouping Services by Delivery Process 24
Classifying Services for Strategic Insights 26
Nature of the Service Act 26
Relationship with Customers 27
Customization and Judgment 27
vili
Nature of Demand and Capacity 27
Method of Service Delivery 28
An Open-Systems View of Services 29
Service Benchmark: Outside the Box 30
Summary 30
Key Terms and Definitions 31
Topics for Discussion 31
Interactive Exercise 31
Case 2.1: Village Volvo 31
Case 2.2: Xpresso Lube 32
Selected Bibliography 34
Endnotes 34
Chapter 3
Service Strategy 35
Learning Objectives 35
Chapter Preview 35
The Strategic Service Vision 36
Understanding the Competitive Environment
of Services 36
Competitive Service Strategies 38
Overall Cost Leadership 39
Differentiation 40
Focus 41
Winning Customers in the Marketplace 41
Qualifiers 42
Service Winners 42
Service Losers 42
The Competitive Role of Information
in Services 42
Creation of Barriers to Entry 43
Revenue Generation 44
Database Asset 45
Productivity Enhancement 45
The Virtual Value Chain 47
First Stage (Visibility) 48
Second Stage (Mirroring Capability) 49
Third Stage (New Customer Relationships) 49
Limits in the Use of Information 49
Anticompetitive 49
Fairness 49
Invasion of Privacy 49
Data Security 50
Reliability 50
Using Information to Categorize Customers 50
Stages in Service Firm Competitiveness 50
Available for Service 50
Journeyman 52
Distinctive Competence Achieved 52
World-Class Service Delivery 52
Service Benchmark: Central Market Shuns
Conventional Wisdom and Big-Name Products 53
Table of Contents ix
Summary 53
Key Terms and Definitions 54
Interactive Exercise 54
Topics for Discussion 55
Case 3.1: United Commercial Bank and
El Banco 55
Case 3.2: The Alamo Drafthouse 57
Selected Bibliography 59
Endnotes 59
PART TWO
DESIGNING THE SERVICE
ENTERPRISE 61
Chapter 4
New Service Development 63
Learning Objectives 63
Chapter Preview 64
Innovation in Services 64
New Service Development 66
Service Design Elements 68
Customer Value Equation 69
Strategic Positioning Through Process
Structure 70
Service Blueprinting 71
Taxonomy for Service Process Design 73
Degree of Divergence 74
Object of the Service Process 74
Type of Customer Contact 74
Generic Approaches to Service System Design 75
Production-Line Approach 75
Customer as Coproducer 77
Customer Contact Approach 78
Information Empowerment 80
Service Benchmark: A Better Mousetrap 82
Summary 82
Key Terms and Definitions 82
Topics for Discussion 83
Interactive Exercise 83
Case 4.1: 100 Yen Sushi House 83
Case 4.2: Commuter Cleaning—A New Venture
Proposal 84
Case 4.3: Golfsmith 86
Selected Bibliography 87
Endnotes 88
Chapter 5
Technology in Services
89
Learning Objectives 89
Chapter Preview 90
Technology in the Service Encounter
The Emergence of Self-Service 91
Automation in Services 92
Internet Services 94
90
E-Commerce 94
Virtual versus Physical Services 95
E-Service Product Dimensions 95
E-Service Process Dimensions 95
E-Business Models 96
Economics of Scalability 97
Technology Innovation in Services 98
Challenges of Adopting New Technology in Services 98
Readiness to Embrace New Technology 100
The Case of Radio Frequency Identification 100
Service Benchmark: Best-in-Practice is Just a
Click Away 101
Summary 101
Key Terms and Definitions 101
Topics for Discussion 101
Interactive Exercise 102
Case 5.1: Amazon.com 102
Case 5.2: Evolution of B2C E-Commerce in Japan 103
Selected Bibliography 105
Endnotes 106
Chapter 6
Service Quality
107
Learning Objectives 107
Chapter Preview 107
Defining Service Quality 108
Dimensions of Service Quality 108
Gaps in Service Quality 109
Measuring Service Quality 111
SERVQUAL 111
Quality Service by Design 113
Incorporation of Quality in the Service Package
Taguchi Methods 114
Poka-Yoke (Failsafmg) 114
Quality Function Deployment 116
Walk-Through Audit 118
Designing a Walk-Through Audit 118
Implications for Management 120
The Walk-Through Audit as a Diagnostic
Instrument 120
Achieving Service Quality 122
Cost of Quality 122
Statistical Process Control 123
Unconditional Service Guarantee 127
Service Recovery 128
Approaches to Service Recovery 129
Stages in Quality Development 130
Service Benchmark: Bronson Methodist
Hospital 131
Summary 131
Key Terms and Definitions 132
Topics for Discussion 132
Interactive Exercise 132
Solved Problems 132
113
x Table of Contents
Exercises 134
Case 6.1: Clean Sweep, Inc. 136
Case 6.2: The Complaint Letter 138
Case 6.3: The Museum of Art and Design
Selected Bibliography 141
Endnotes 144
140
Chapter 7
Process Improvement 145
Learning Objectives 145
Chapter Preview 145
Quality and Productivity Improvement Process 146
Foundations of Continuous Improvement 146
Plan-Do-Check-Act (PDCA) Cycle 146
Problem Solving 147
Quality Tools for Analysis and Problem
Solving 148
Check Sheet 148
Run Chart 148
Histogram 148
Pareto Chart 149
Flowchart 149
Cause-and-Effect Diagram 150
Scatter Diagram 151
Control Chart 151
Benchmarking 151
Quality Improvement Programs 153
Personnel Programs for Quality Assurance 153
Deming's 14-Point Program 154
Baldrige National Quality Award 155
ISO 9000 156
Six Sigma 156
Service Benchmark: Service, Education, and
Health Care Winners of The Baldrige National
Quality Award 159
Summary 160
Key Terms and Definitions 160
Topics for Discussion 160
Interactive Exercise 160
Case 7.1: Mega Bytes Restaurant 160
Chapter 7 Supplement: Data Envelopment
Analysis (DEA) 165
Measuring Service Productivity 165
The DEA Model 165
DEA and Strategic Planning 171
Exercises 171
Case 7.2: Mid-Atlantic Bus Lines 172
Selected Bibliography 172
Endnotes 173
Chapter 8
The Service Encounter
Learning Objectives 175
Chapter Preview 176
175
The Service Encounter Triad 176
Encounter Dominated by the Service Organization 177
Contact Personnel-Dominated Encounter 177
Customer-Dominated Encounter 177
The Service Organization 177
Culture 177
Empowerment 179
Control Systems 179
Contact Personnel 180
Selection 180
Training 181
Creating an Ethical Climate 182
The Customer 183
Expectations and Attitudes 183
The Role of Scripts in Coproduction 184
Summary of Service Encounters 185
Creating a Customer Service Orientation 185
Service Profit Chain 186
Service Benchmark: Miss Manners on Complaint
Handling 189
Summary 188
Key Terms and Definitions 190
Topics for Discussion 190
Interactive Exercise 190
Case 8.1: Amy's Ice Cream 190
Case 8.2: Enterprise Rent-A-Car 191
Selected Bibliography 194
Endnotes 194
Chapter 9
Supporting Facility and Process Flows 197
Learning Objectives 197
Chapter Preview 198
Environmental Psychology and Orientation 198
Servicescapes 198
Behaviors in Servicescapes 199
Environmental Dimensions of Servicescapes 199
Facility Design 202
Nature and Objectives of Service Organizations 202
Land Availability and Space Requirements 203
Flexibility 203
Security 203
Aesthetic Factors 204
The Community and Environment 204
Process Analysis 205
Types of Processes 205
Process Terminology 205
Facility Layout 207
Product Layout and the Work Allocation Problem 207
Process Layout and the Relative Location Problem 210
Service Benchmark: Where, Oh Where Shall
We Go? 213
Summary 213
Key Terms and Definitions 213
Topics for Discussion 214
Table of Contents xi
Interactive Exercise 214
Solved Problems 214
Exercises 216
Case 9.1: Health Maintenance Organization (A) 219
Case 9.2: Health Maintenance Organization (B) 220
Case 9.3: Esquire Department Store 220
Case 9.4: Central Market 221
Selected Bibliography 223
Endnotes 223
Chapter 10
Service Facility Location 225
Learning Objectives 225
Chapter Preview 226
Strategic Location Considerations 226
Competitive Clustering 227
Saturation Marketing 227
Marketing Intermediaries 228
Substitution of Communication for Transportation 228
Separation of Front from Back Office 228
Impact of the Internet on Service Location 229
Site Considerations 229
Regression Analysis in Location Decisions 230
Geographic Information System 230
Modeling Considerations 232
Geographic Representation 232
Number of Facilities 234
Optimization Criteria 234
Facility Location Techniques 236
Single Facility 237
Center of Gravity 239
Locating a Retail Outlet Using the Huff Model 241
Multiple Facilities 242
Summary 244
Service Benchmark: Here a Bun, There a Bun,
Everywhere a Bun-Bun 245
Key Terms and Definitions 245
Topics for Discussion 246
Interactive Exercise 246
Solved Problems 246
Exercises 248
Case 10.1: Health Maintenance
Organization (C) 250
Case 10.2: Athol Furniture, Inc. 251
Selected Bibliography 253
Endnotes 254
PART THREE
MANAGING SERVICE OPERATIONS 255
Chapter 11
Managing Capacity and Demand 257
Learning Objectives 257
Chapter Preview 257
Generic Strategies of Level Capacity and Chase
Demand 258
Strategies for Managing Demand 258
Customer-induced Variability 258
Segmenting Demand 258
Offering Price Incentives 260
Promoting Off-Peak Demand 261
Developing Complementary Services 261
Reservation Systems and Overbooking 262
Strategies for Managing Capacity 264
Defining Service Capacity 264
Daily Workshift Scheduling 265
Weekly Workshift Scheduling with Days-Off Constraint 267
Increasing Customer Participation 268
Creating Adjustable Capacity 268
Sharing Capacity 268
Cross-Training Employees 269
Using Part- Time Employees 269
Scheduling Part-Time Tellers at a Drive-In Bank 269
Yield Management 270
Yield Management Applications 274
Summary 275
Service Benchmark: Yield Management at American
Airlines 276
Key Terms and Definitions 277
Topics for Discussion 277
Interactive Exercise 278
Solved Problems 278
Exercises 280
Case 11.1: River City National Bank 282
Case 11.2: Gateway International Airport 284
Case 11.3: The Yield Management Analyst 285
Case 11.4: Sequoia Airlines 288
Selected Bibliography 289
Endnotes 290
Chapter 12
Managing Waiting Lines 293
Learning Objectives 293
Chapter Preview 294
The Economics of Waiting 294
Queuing Systems 294
The Psychology of Waiting 295
That Old Empty Feeling 296
A Foot in the Door 296
The Light at the End of the Tunnel 296
Excuse Me, But I Was Next 297
Principles of Waiting Line Management 297
Animate 298
Discriminate 298
Automate 299
Obfuscate 299
Essential Features of Queuing Systems 300
Calling Population 300
Arrival Process 300
xii Table of Contents
Queue Configuration 304
Queue Discipline 306
Service Process 307
Summary 308
Service Benchmark: Five Minutes in Line is Longer
Than Five Minutes at Hard Labor 309
Key Terms and Definitions 309
Topics for Discussion 309
Interactive Exercise 309
Case 12.1: Thrifty Car Rental 310
Case 12.2: Eye'll Be Seeing You 311
Selected Bibliography 312
Endnotes 313
Chapter 13
Service Supply Relationships 315
Learning Obj ectives 315
Chapter Preview 315
Supply Chain Management 316
Network Model 316
Managing Uncertainty 317
Service Supply Relationships 319
Customer-Supplier Duality 319
Service Supply Relationships are Hubs,
Not Chains 319
Service Capacity is Analogous to Inventory 320
Customer Supplied Inputs Can Vary in Quality 320
Managing Service Relationships 320
Bidirectional Optimization 320
Productive Capacity 322
Perishability 322
Professional Service Firms 323
Attributes of Professional Services 323
Operational Characteristics 323
Outsourcing Services 326
Benefits and Risks of Outsourcing Services 326
Classification of Business Services 327
Managerial Considerations of Service Outsourcing 328
Service Benchmark: Citizens Come First in
Lynchburg 330
Summary 331
Key Terms and Definitions 331
Topics for Discussion 331
Interactive Exercise 331
Case 13.1: Boomer Consulting 332
Case 13.2: Peapod—Smart Shopping for Busy
People 334
Case 13.3: Mortgage Service Game 336
Selected Bibliography 338
Endnotes 338
Chapter 14
Growth and Globalization of Services
Learning Objectives 339
Chapter Preview 340
339
Domestic Growth and Expansion Strategies 340
Focused Service 340
Focused Network 341
Clustered Service 342
Diversified Network 342
Franchising 342
The Nature of Franchising 343
Benefits to the Franchisee 343
Issues for the Franchiser 344
Globalization of Services 345
Generic International Strategies 346
The Nature of the Borderless World 34 7
Planning Transnational Operations 348
Global Service Strategies 351
Multicountry Expansion 352
Importing Customers 352
Following Your Customers 353
Service Offshoring 353
Beating the Clock 354
Service Benchmark: Small World and Other
Myths 354
Summary 355
Key Terms and Definitions 355
Topics for Discussion 355
Interactive Exercise 355
Case 14.1: Goodwill Industries International,
Inc. 356
Case 14.2: Federal Express: Tiger International
Acquisition 358
Selected Bibliography 360
Endnotes 361
Chapter 15
Managing Projects 363
Learning Objectives 363
Chapter Preview 363
The Nature of Project Management 364
Characteristics of Projects 364
Project Management Process 364
Selecting the Project Manager 365
Building the Project Team 365
Principles of Effective Project Management 366
Techniques for Project Management 366
Gantt Project Charts 366
A Critique of Gantt Charts 368
Constructing a Project Network 368
Critical Path Method 369
Microsoft Project for Windows Analysis 3 72
Resource Constraints 375
Activity Crashing 375
Incorporating Uncertainty in Activity Times 3 80
Estimating Activity Duration Distributions 380
Project Completion Time Distribution 381
A Critique of the Project Completion Time Analysis 382
Table of Contents xiii
Problems with Implementing Critical Path Analysis 384
Monitoring Projects 384
Earned Value Chart 384
Project Termination 386
Project History Report 386
Summary 386
Service Benchmark: The House That
Warren Built 387
Key Terms and Definitions 387
Topics for Discussion 387
Interactive Exercise 388
Solved Problems 388
Exercises 389
Case 15.1: Info-Systems, Inc. 394
Case 15.2: Whittier County Hospital 3 95
Selected Bibliography 396
Endnotes 397
PART FOUR
QUANTITATIVE MODELS FOR
SERVICE MANAGEMENT 399
Chapter 16
Capacity Planning and Queuing Models 401
Learning Objectives 401
Chapter Preview 402
Capacity Planning 402
Strategic Role of Capacity Decisions 403
Analytical Queuing Models 404
Relationships between System Characteristics 406
StandardM/M,'1 Model 406
Standard M/M/c Model 408
M/G/l Model 411
General Self-Service M/G/ x Model 412
Finite-Queue M/M/l Model 412
Finite-Queue M/M/c Model 413
Capacity Planning Criteria 414
Average Customer Waiting Time 414
Probability of Excessive Waiting 415
Minimizing the Sum of Customer Waiting Costs
and Service Costs 416
Probability of Sales Lost Because of Inadequate
Waiting Area 417
Summary 418
Service Benchmark: Simulation Modeling for
Process Reengineering in the Telecommunications
Industry 419
Key Terms and Definitions 421
Topics for Discussion 422
Interactive Exercise 422
Solved Problems 422
Exercises 424
Case 16.1: Houston Port Authority 426
Case 16.2: Freedom Express 427
Case 16.3: Renaissance Clinic (A) 427
Chapter 16 Supplement: Computer
Simulation 428
Systems Simulation 429
Simulation Methodology 429
Monte Carlo Simulation 431
Generating Random Variables 431
Discrete-Event Simulation 434
ServiceModel Simulation Software 436
Demonstration: Customer Service
Call Center 438
Process Analysis: Manufacturing Cell 439
Solved Problems 441
Exercises 443
Case 16.4: Pronto Pizza 447
Case 16.5: Renaissance Clinic (B) 447
Selected Bibliography 448
Endnotes 448
Chapter 17
Forecasting Demand for Services 449
Learning Objectives 449
Chapter Preview 449
The Choice of Forecasting Method 450
Subjective Models 450
Delphi Method 451
Cross-Impact Analysis 452
Historical Analogy 452
Causal Models 453
Regression Models 453
Econometric Models 454
Time Series Models 454
N-Period Moving Average 454
Simple Exponential Smoothing 455
Relationship between a and N 457
Forecast Error 458
Exponential Smoothing with Trend Adjustment 459
Exponential Smoothing with Seasonal Adjustment 460
Exponential Smoothing with Trend and Seasonal
Adjustments 462
Summary of Exponential Smoothing 465
Summary 465
Service Benchmark: L. L. Bean Improves
Call-Center Forecasting 465
Key Terms and Definitions 468
Topics for Discussion 468
Interactive Exercise 468
Solved Problems 468
Exercises 471
Case 17.1: Oak Hollow Medical Evaluation
Center 471
Case 17.2: Gnomial Functions, Inc. 473
Selected Bibliography 474
Endnotes 474
xiv Table of Contents
Chapter 18
Managing Facilitating Goods 475
Learning Objectives 475
Chapter Preview 476
Inventory Theory 477
Role of Inventory in Services 477
Characteristics of Inventory Systems 478
Relevant Costs of an Inventory System 479
Order Quantity Models 479
Economic Order Quantity 480
Inventory Model with Quantity Discounts 483
Inventory Model with Planned Shortages 485
Inventory Management under Uncertainty 488
Inventory Control Systems 489
Continuous Review System 489
Periodic Review System 490
TheABCs of Inventory Control 492
Single-Period Model for Perishable Goods 493
Expected Value Analysis 494
Marginal Analysis 494
Retail Discounting Model 496
Service Benchmark: A Chip in Time Isn't Stale 497
Summary 497
Key Terms and Definitions 497
Topics for Discussion 498
Interactive Exercise 498
Solved Problems 498
Exercises 500
Case 18.1: A.D. Small Consulting 505
Case 18.2: Last Resort Restaurant 506
Case 18.3: Elysian Cycles 506
Selected Bibliography 507
Endnotes 507
Appendix A: Areas of a Standard Normal
Distribution 508
Appendix B: Uniformly Distributed Random
Numbers [0,1] 509
Appendix C: Values of Lq for the MIMIc Queuing
Model 510
Appendix D: Equations for Selected Queuing
Models 512
Name Index 517
Subject Index 521 |
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| author | Fitzsimmons, James A. Fitzsimmons, Mona J. |
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| dewey-search | 658 |
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| discipline | Wirtschaftswissenschaften |
| discipline_str_mv | Wirtschaftswissenschaften |
| edition | 6. internat. ed. |
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| illustrated | Illustrated |
| index_date | 2024-07-02T19:32:20Z |
| indexdate | 2024-07-09T21:10:17Z |
| institution | BVB |
| isbn | 0071263462 9780071263467 007337783X |
| language | English |
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| spelling | Fitzsimmons, James A. Verfasser aut Service management operations, strategy, information technology James A. Fitzsimmons ; Mona J. Fitzsimmons 6. internat. ed. Boston [u.a.] McGraw-Hill/Irwin 2008 XVII, 537 S. Ill., graph. Darst. 1 CD-ROM (12 cm) txt rdacontent n rdamedia nc rdacarrier 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 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=016272446&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Fitzsimmons, James A. Fitzsimmons, Mona J. Service management operations, strategy, information technology 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, information technology |
| title_auth | Service management operations, strategy, information technology |
| title_exact_search | Service management operations, strategy, information technology |
| title_exact_search_txtP | Service management operations, strategy, information technology |
| title_full | Service management operations, strategy, information technology James A. Fitzsimmons ; Mona J. Fitzsimmons |
| title_fullStr | Service management operations, strategy, information technology James A. Fitzsimmons ; Mona J. Fitzsimmons |
| title_full_unstemmed | Service management operations, strategy, information technology James A. Fitzsimmons ; Mona J. Fitzsimmons |
| title_short | Service management |
| title_sort | service management operations strategy information technology |
| title_sub | operations, strategy, information technology |
| topic | 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 |
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