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Test Bank (Download Now) for Service Management: Operations, Strategy, Information Technology 9th Edition By Bordoloi ISBN 10: 1259784630, ISBN 13: 9781259784637

Authors:

James Fitzsimmons · Mona Fitzsimmons · Sanjeev Bordoloi

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Test Bank (Download Now) for Service Management: Operations, Strategy, Information Technology 9th Edition By Sanjeev Bordoloi, James Fitzsimmons, Mona Fitzsimmons

ISBN 10: 1259784630, ISBN 13: 9781259784637

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Test Bank (Download Now) for Service Management: Operations, Strategy, Information Technology 9th Edition By Bordol

Test Bank (Download Now) for Service Management: Operations, Strategy, Information Technology 9th Edition By Sanjeev Bordoloi, James Fitzsimmons, Mona Fitzsimmons

ISBN 10: 1259784630, ISBN 13: 9781259784637

Table of Content

PART ONE Understanding Services

1 The Service Economy
2 Service Strategy
PART TWO Designing the Service Enterprise
3 New Service Development
4 The Service Encounter
5 Supporting Facility and Process Flows
6 Service Quality
7 Process Improvement
Supplement: Data Envelopment Analysis (DEA)
8 Service Facility Location
PART THREE Managing Service Operations
9 Service Supply Relationships
10 Globalization of Services
11 Managing Capacity and Demand
12 Managing Waiting Lines
13 Capacity Planning and Queuing Models
Supplement: Computer Simulation
PART FOUR Quantitative Models for Service Management
14 Forecasting Demand for Services
15 Managing Service Inventory
16 Managing Service Projects

About the Author

Sanjeev Bordoloi

James Fitzsimmons

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.

Mona Fitzsimmons

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.