Service Management
Description
Tie customer-driven strategies to service operations and process management, and sharpen your focus on creating customer value throughout your entire service organization! This comprehensive, multidisciplinary reference thoroughly covers today's most effective theories and methods for managing service organizations, drawing on innovative insights from economics, consumer behavior, marketing, strategy, and operations management. Leading experts Cengiz Haksever and Barry Render provide crucial insights into emerging service operation and supply chain topics, reinforcing key points with up-to-date case studies. Service Management contains a valuable chapter-length introduction to linear and goal programming and its services applications; and also addresses many other topics ignored by competitive texts, such as:
- Service SCM methods and approaches
- Focusing on customers and their service purchase behavior
- Service productivity
- Managing public and private nonprofit service organizations
- Vehicle routing and scheduling
- Ethical challenges to SCM
Service Management will be an invaluable resource for senior and mid-level managers throughout any service organization, and for students and faculty in any graduate or upper-level undergraduate program in service management, service operations management, or operations management
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His research interests include service management, supply chain management, operations research, operations management, quality and continuous improvement, and data envelopment analysis. Dr. Haksever's work appeared in European Journal of Operational Research, Journal of the Operational Research Society, Computers & Operations Research, Computers & Industrial Engineering, Journal of Construction Engineering and Management, International Journal of Production Economics, Journal of Small Business Strategy, Journal of Business Ethics, Education Economics, International Journal of Production Economics, International Journal of Information and Management Sciences , and Business Horizons.
He has taught courses in operations management, supply chain management, service operations management, management science, quality assurance, statistics, and regression in undergraduate and M.B.A. programs. He served as examiner and senior examiner for the New Jersey Governor's Award for Performance Excellence. During the 1993-1994 academic year, he was a Fulbright Senior Lecturer at Marmara University in Istanbul, Turkey. At Rider University, he was awarded the Jessie H. Harper Professorship for the academic year of 2000-2001. Dr. Haksever served on the Editorial Advisory Board of Computers & Operations Research and was a guest editor of a special issue of the journal Data Envelopment Analysis.
Barry Render is Professor Emeritus, the Charles Harwood Professor of Operations Management, Crummer Graduate School of Business, Rollins College, Winter Park, Florida. He received his B.S. in Mathematics and Physics at Roosevelt University and his M.S. in Operations Research and Ph.D. in Quantitative Analysis at the University of Cincinnati. He previously taught at George Washington University, University of New Orleans, Boston University, and George Mason University, where he held the Mason Foundation Professorship in Decision Sciences and was Chair of the Decision Sciences Department. Dr. Render has also worked in the aerospace industry for General Electric, McDonnell Douglas, and NASA.
Professor Render has coauthored 10 textbooks for Prentice Hall, including Managerial Decision Modeling with Spreadsheets, Quantitative Analysis for Management, Service Management, Introduction to Management Science, and Cases and Readings in Management Science. Quantitative Analysis for Management, now in its eleventh edition, is a leading text in that discipline in the United States and globally. Dr. Render's more than 100 articles on a variety of management topics have appeared in Decision Sciences, Production and Operations Management, Interfaces, Information and Management, Journal of Management Information Systems, Socio-Economic Planning Sciences, IIE Solutions, and Operations Management Review, among others.
Dr. Render has been honored as an AACSB Fellow and was twice named a Senior Fulbright Scholar. He was Vice President of the Decision Science Institute Southeast Region and served as Software Review Editor for Decision Line for six years and as Editor of The New York Times Operations Management special issues for five years. From 1984 to 1993, Dr. Render was President of Management Service Associates of Virginia, Inc., whose technology clients included the FBI, the U.S. Navy, Fairfax County, Virginia, and C&P Telephone. He is currently Consulting Editor to Financial Times Press.
Dr. Render has taught operations management courses in Rollins College's M.B.A. and Executive M.B.A. programs. He has received that school's Welsh Award as leading professor and was selected by Roosevelt University as the 1996 recipient of the St. Claire Drake Award for Outstanding Scholarship. In 2005, Dr. Render received the Rollins College M.B.A. Student Award for Best Overall Course and in 2009 was named Professor of the Year by full-time M.B.A. students.
Content
Preface xxi
PART I: UNDERSTANDING SERVICES
Chapter 1: The Important Role Services Play in an Economy 1
Chapter 2: The Nature of Services and Service Encounters 17
Chapter 3: Customers: The Focus of Service Management 39
Chapter 4: Globalization of Services 55
Chapter 5: Service Strategy and Competitiveness 71
Chapter 6: Ethical Challenges in Service Management 93
PART II: BUILDING THE SERVICE SYSTEM
Chapter 7: Technology and Its Impact on Services and Their Management 109
Chapter 8: Design and Development of Services and Service Delivery Systems 129
Chapter 9: Supply Chains in Services and Their Management 161
Chapter 10: Locating Facilities and Designing Their Layout 181
PART III: OPERATING THE SERVICE SYSTEM
Chapter 11: Managing Demand and Supply in Services 215
Chapter 11 Supplement: Queuing and Simulation 231
Chapter 12: Service Quality and Continuous Improvement 247
Chapter 12 Supplement: Tools and Techniques of Total Quality Management 269
Chapter 13: Service Productivity and Measurement of Performance 291
Chapter 14: Management of Public and Private Nonprofit Service Organizations 321
PART IV: TOOLS AND TECHNIQUES FOR MANAGING SERVICE OPERATIONS
Chapter 15: Forecasting Demand for Services 341
Chapter 16: Vehicle Routing and Scheduling 365
Chapter 17: Project Management 387
Chapter 18: Linear and Goal Programming Applications for Services 409
Chapter 19: Service Inventory Systems 435
Appendix: Areas Under the Standard Normal Curve 455
Index 459
