管理学书籍分析和总结.docx

Service Management, 3rd 管理类 服务管理，第三版 作者：James A.Fitzsimmons （University of Texas-Austin） ISBN：0071181156 出版年代：2001 出版社： McGraw-Hill 目录原价(USD)：19.95 人民币零售价：135.00 教辅材料：教师手册 内容简介：Service Management is the best-selling text in this market and includes fantastic and current examples from the field of technology. The text has extensive coverage on global operations, and the need for continuous improvement in quality and productivity in the service industy. Service Management also does an excellent job of demonstrating how crucial functional areas of organization such as marketing, strategic issues, operations and human behavior impact effective service management. 本书是该领域的畅销书，其突出特点为包含技术领域精彩而适时的例证。该书内容涉及全球运营、服务业 质量与产量持续改进的需求等。 主要章节： Part I Understanding Services 13. Managing Capacity and Demand The Role of Services and the Economy 14. Managing Facilitating Goods The Nature of Services 15. Service and Supply Chain Management Service Quality 15S. Chapter Supplement: Vehicle Routing Service Strategy 16. Managing Service Projects Part II Designing the Service Enterprise 17. Linear Programming Applications in New Service Development and Process Services Design Part IV Toward World-Class Service The Supporting Facility 18. Quality and Productivity Improvement Service Facility Location 18S. Chapter Supplement: Data The Service Encounter Envelopment Analysis (DEA) 8S. Chapter Supplement: Work 19. Growth and Global Expansion Measurement Appendix A: Areas of a Standard Normal Internet Service Distribution Part III Managing Service Operations Appendix B: Uniformly Distributed Forecasting Demand for Services Random Numbers [0,1] Managing Waiting Lines Appendix C: Values for Lq for the M/M/c 11S. Chapter Supplement: Computer Queuing Model Simulation Appendix D: Equations for Selected Capacity Planning Queuing Models 1 管理 管理 类 PAGE PAGE 10 Project Management 项目管理 作者：Clifford F.Gray （Oregon State University） ISBN：0071163166 出版年代：2000 页数：496 出版社： McGraw-Hill 目录原价(USD)：22.95 人民