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Service Management, Student Workbook: An Integrated Approach to Supply Chain Management and Operations

Book Description

With this hands-on study guide to accompany the reference on integrating the many disciplines that comprise service operations management, authors Haksever and Render help students master all aspects of the field. Fully aligned with Service Management, this workbook-style book includes chapter learning objectives, chapter summaries, chapter questions, reviews of key terms and concepts, additional cases and examples, discussion questions, and more.

Table of Contents

  1. About This eBook
  2. Title Page
  3. Copyright Page
  4. Dedication Page
  5. Contents
  6. About the Authors
  7. Part I: Understanding Services
    1. 1. The Important Role Services Play in an Economy
      1. 1.5. Overview of the Book
      2. 1.6. Summary of the Chapter
      3. Discussion Questions
    2. 2. The Nature of Services and Service Encounters
      1. 2.6. Summary of the Chapter
      2. Discussion Questions
    3. 3. Customers: The Focus of Service Management
      1. 3.7. Summary of the Chapter
      2. Discussion Questions
    4. 4. Globalization of Services
      1. 4.6. Summary of the Chapter
      2. Discussion Questions
    5. 5. Service Strategy and Competitiveness
      1. 5.5. Summary of the Chapter
      2. Discussion Questions
    6. 6. Ethical Challenges in Service Management
      1. 6.7. Summary of the Chapter
      2. Discussion Questions
  8. Part II: Building the Service System
    1. 7. Technology and its Impact on Services and Their Management
      1. 7.10. Summary of the Chapter
      2. Discussion Questions
    2. 8. Design and Development of Services and Service Delivery Systems
      1. 8.6. Summary of the Chapter
      2. Discussion Questions
    3. 9. Supply Chains in Services and Their Management
      1. 9.7. Summary of the Chapter
      2. Discussion Questions
    4. 10. Locating Facilities and Designing Their Layout
      1. 10.11. Summary of the Chapter
      2. Discussion Questions
      3. Problems
  9. Part III: Operating the Service System
    1. 11. Managing Demand and Supply in Services
      1. 11.5. Summary of the Chapter
      2. Discussion Questions
    2. 11. Supplement Queuing and Simulation
      1. S11.9 Summary of the Chapter
      2. Problems
    3. 12. Service Quality and Continuous Improvement
      1. 12.9. Summary of the Chapter
      2. Discussion Questions
    4. 12. Supplement Tools and Techniques of Total Quality Management
      1. S12.5 Summary of the Chapter
      2. Problems
    5. 13. Service Productivity and Measurement of Performance
      1. 13.8. Summary of the Chapter
      2. Discussion Questions
      3. Problems
    6. 14. Management of Public and Private Nonprofit Service Organizations
      1. 14.6. Summary of the Chapter
      2. Discussion Questions
  10. Part IV: Tools and Techniques for Managing Service Operations
    1. 15. Forecasting Demand for Services
      1. 15.8. Summary of the Chapter
      2. Discussion Questions
      3. Problems
    2. 16. Vehicle Routing and Scheduling
      1. 16.7. Summary of the Chapter
      2. Discussion Questions
      3. Problems
    3. 17. Project Management
      1. 17.9. Summary of the Chapter
      2. Discussion Questions
      3. Problems
    4. 18. Linear and Goal Programming Applications for Services
      1. 18.7. Summary of the Chapter
      2. Discussion Questions
      3. Problems
    5. 19. Service Inventory Systems
      1. 19.8. Summary of the Chapter
      2. Discussion Questions
      3. Problems
  11. Appendix A. Areas Under the Standard Normal Curve
  12. Appendix B. Answers to Selected Problems
    1. Chapter 10
    2. Chapter 11 Supplement
    3. Chapter 12 Supplement
    4. Chapter 13
    5. Chapter 15
    6. Chapter 16
    7. Chapter 17
    8. Chapter 18
    9. Chapter 19