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SERVICE MANAGEMENTFITZSIMMONS J.wydawnictwo: MCGRAW-HILL , rok wydania 2000, wydanie IIIcena netto: SERVICE MANAGEMENT Operations Strategy and Information Technology Growing with the trends of service... Within the past decade, service operations management has been established as a field of study that embraces all service industries. Keeping up with the current trends of the service industry as well as examining traditional topics, James and Mona Fitzsimmons encompass the essence of this dynamic field. Illustrating lessons through current examples, the authors address the need for continuous improvement in quality and productivity in the service industry, in addition to providing extensive coverage on global operations. They successfully demonstrate how crucial functional areas of an organization such as marketing, strategic issues, supply chain issues, operations, technology, and human behavior impact effective service management. Two chapters new to this edition, Internet and E-commerce Services and Services and the Supply Chain, highlight the ever-changing technology service managers encounter. This edition also contains new coverage on simulations tied to service models customized by PROMODEL software. The CD-ROM included with the book contains an assortment of valuable learning features such as ServiceModel 4.2 software and chapter quizzes. Visit our Operations Management Center at www.mhhe.com/pom/ for Current articles and readings Links to company tours Resources by topic Operations Management Organizations Software to download 646 pages
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