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Service Management: Operations, Strategy, Information Technology w/Student CD
Service Management: Operations, Strategy, Information Technology w/Student CD

Service Management: Operations, Strategy, Information Technology w/Student CD

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Manufacturer: McGraw-Hill/Irwin
Author: James A Fitzsimmons
Binding: Hardcover
Publication Date: 2007-10-05
Publisher: McGraw-Hill/Irwin
Label: McGraw-Hill/Irwin
Number Of Pages: 537
Features:
Editorial Review:
Balancing conceptual and applied coverage of all aspects of the management and operation of services, Service Management has maintained the position as market leader through five previous editions. It is the most comprehensive and widely used introduction to service operations on the market, written by one of the top authorities on the subject, and it is designed to develop students' skills in both strategic and operational issues pertaining to services. New material on Professional Service Firms highlights IBM’s initiative to establish a Service Science, Management, and Engineering discipline. The Sixth Edition also offers the latest information on Six-Sigma and RFID, as well as recent developments in other important industry topics. Text coverage spans both qualitative and quantitative aspects of service management and offers flexibility in courses, offering varying approaches to the study of service operations. The ancillary package includes student CD-ROM and Website that includes self-test quizzes, video clips, ServiceModel Software, and the Mortgage Service Game.
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Customer Reviews
Average Customer Rating: 4.5

Perfect school purchase 2008-01-18
This textbook has a nice balance of information with case studies and questions. The authors do not ramble but present the ideas in logical progression with appropriate diagrams and exampmles.


Good on the procedures, doesn't innovate 2008-01-13
The topic of operations management is ever associated with manufacturing and industry. But it is also applicated to the service industry nowadays, since most of the new corporations are selling services.

The book covers all the topics: how to plan, how to create the service, how to test and finally reinvent. All the issues are covered with many examples, very clear. The book also contains a CD (I haven't explored it yet!!)

Only two points to improve:

- the book is a first book on the topic. Not good if you are an incumbent.
- it doesn't give any innovation in the field.

And finally, too expensive!!!