(ISE)SERVICE MANAGEMENT: OPERATIONS STRATEGY INFORMATION TECHNOLOGY ISE

Bordoloi, Sanjeev K.; Fitzsimmons Seay Professor Of Business Emeritus, James A.; Fitzsimmons, Mona J.

ISBN 10: 1265075530 / ISBN 13: 9781265075538

Edité par McGraw Hill, 2022

A propos de cet article

This is a Brand-new US Edition. This Item may be shipped from US or any other country as we have multiple locations worldwide.

N° de réf. du vendeur ABNR-187473

Détails bibliographiques

• Titre: (ISE)SERVICE MANAGEMENT: OPERATIONS STRATEGY INFORMATION TECHNOLOGY ISE
• Éditeur: McGraw Hill
• Date de parution: 2022
• Langue: anglais
• ISBN à 10 chiffres: 1265075530
• ISBN à 13 chiffres: 9781265075538
• Reliure: Couverture souple
• État de l'article: New

A propos de ce titre

Synopsis

Bordoloi's Service Management 10e contains extensive coverage of the impacts of COVID-19 including the service innovation and progress experienced by a global pandemic. Written in an engaging literary style, based on research and consulting experience of authors, it focuses on service for competitive advantage and integrates technology, operations, and human behavior and the need for continuous quality improvement to be effective in a global environment. This edition continues to acknowledge and emphasize the essential uniqueness of service management.

The book is written in an engaging literary style, makes extensive use of examples, and is based on the research and consulting experience of the authors. The theme of managing services for competitive advantage is emphasized in each chapter and provides a focus for each management topic. The integration of technology, operations, and human behavior is recognized as central to effective service management. Emphasis is placed on the need for continuous improvement in quality and productivity in order to compete effectively in a global environment. Each chapter begins with a vignette of a well-known company to motivate the reader and illustrate the strategic nature of the topic to be covered. Each chapter has a preview, a closing summary, key terms and definitions, a service benchmark, topics for discussion, an interactive exercise, solved problems and exercises when appropriate, and one or more cases.

À propos de l?auteur

James Fitzsimmons received a B.S.E. in industrial engineering from the University of Michigan, an M.B.A. from Western Michigan University, and a Ph.D. with distinction from the University of California at Los Angeles. Dr. Fitzsimmons has held faculty appointments at UCLA, California State University–Northridge, the University of New Mexico, Boston University Overseas Graduate Program, California Polytechnic State University at San Luis Obispo, and the Helsinki School of Economics and Business. His research in the area of emergency ambulance location won the Stan Hardy Award in 1983 for the best paper published in the field of operations management. A computer program, CALL, has been used worldwide to plan emergency ambulance systems. Dr. Fitzsimmons is a registered professional engineer in Michigan and has held industrial engineering positions at Corning Glass Works and Hughes Aircraft Company. He served in the U.S. Air Force as an officer in charge of base construction projects.