SERVICE MANAGEMENT

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. Internet 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