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Service Management
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Table of Contents

PART ONE: Understanding ServicesChapter 1: The Service EconomyChapter 2: Service StrategyPART TWO: Designing the Service EnterpriseChapter 3: New Service DevelopmentChapter 4: The Service EncounterChapter 5: Supporting Facility and Process FlowsChapter 6: Service QualityChapter 7: Process ImprovementSupplement: Data Envelopment Analysis (DEA) 205Chapter 8: Service Facility LocationPART THREE: Managing Service OperationsChapter 9: Service Supply RelationshipsChapter 10: Globalization of ServicesChapter 11: Managing Capacity and DemandChapter 12: Managing Waiting LinesChapter 13: Capacity Planning and Queuing ModelsSupplement: Computer SimulationPART FOUR: Quantitative Models for Service ManagementChapter 14: Forecasting Demand for ServicesChapter 15: Managing Service InventoryChapter 16: Managing Service ProjectsAPPENDIXAppendix A: Areas of Standard Normal DistributionAppendix B: Uniformly Distributed Random Numbers [0, 1]Appendix C: Values of Lq for the M/M/c Queuing ModelAppendix D: Equations for Selected Queuing ModelsNAME INDEXSUBJECT INDEX

About the Author

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 UniversityNorthridge, 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. 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 UniversityNorthridge, 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.

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