管理学书籍.doc

Service Management, 3rd
服务管理,第三版
作者:James (University of Texas-Austin)
ISBN:0071181156
出版年代:2001
出版社: McGraw-Hill
目录原价(USD): 人民币零售价:
教辅材料:教师手册
内容简介:Service Management is the best-selling text in this market and includes fantastic and current examples from the field of technology. The text has extensive coverage on global operations, and the need for continuous improvement in quality and productivity in the service industy. Service Management also does an excellent job of demonstrating how crucial functional areas anization such as marketing, strategic issues, operations and human behavior impact effective service management.
本书是该领域的畅销书,其突出特点为包含技术领域精彩而适时的例证。该书内容涉及全球运营、服务业质量与产量持续改进的需求等。
主要章节:
Part I Understanding Services
1. The Role of Services and the Economy
2. The Nature of Services
3. Service Quality
4. Service Strategy
Part II Designing the Service Enterprise
5. New Service Development and Process Design
6. The Supporting Facility
7. Service Facility Location
8. The Service Encounter
8S. Chapter Supplement: Work Measurement
9. Service
Part III Managing Service Operations
10. Forecasting Demand for Services
11. Managing Waiting Lines
11S. Chapter Supplement: Computer Simulation
12. Capacity Planning
13. Managing Capacity and Demand
14. Managing Facilitating Goods
15. Service and Supply Chain Management
15S. Chapter Supplement: Vehicle Routing
16. Managing Service Projects
17. Linear Programming Applications in Services
Part IV Toward World-Class Service
18. Quality and Productivity Improvement
18S. Chapter Supplement: Data Envelopment Analysis (DEA)
19. Growth and Global Expansion
Appendix A: Areas of a Standard Normal Distribution
Appendix B: Uniformly Distributed Random Numbers [0,1]
Appendix C: Values for Lq for the M/M/c Queuing Model
Appendix D: Equations for Selected Queuing Models
Project Management
项目管理
作者:Clifford (Oregon State University)
ISBN:00