000			02782cam a22004454a 4500
999			_c10019 _d10019
001			58452301
003			OCoLC
005			20180724102713.0
006			m d
007			co ug
008			040811t20062006ohua b 001 0 eng
010			_a2004111829
020			_a0324224370 (set)
020			_a0324224389 (text)
020			_a0324224397 (CDROM)
020			_a0324321783 (Microsoft trial CDROMs)
040			_aDLC _cDLC _dUBA _dUtOrBLW
042			_apcc
050	0	0	_aHF5415.5 _b.M48 2006
082	0	4	_222 _a658.812 _bS
245	0	0	_aSuccessful service operations management.
246	3	0	_aService operations management.
250			_aSecond edition / _bRichard Metters [and others]
264		1	_aMason, OH : _bSouth-Western, _c[2006]
264		4	_c℗♭2006.
300			_axx, 406 pages : _billustrations ; _c26 cm + _e3 CD-ROMs (4 3/4 in.)
336			_atext _btxt _2rdacontent.
337			_acomputer _bc _2rdamedia.
338			_acomputer disc _bcd _2rdacarrier.
500			_aRevised edition of: Successful service operations management / Richard Metters, Kathryn King-Metters, Madeleine Pullman. c2003.
500			_aAccompanying CD-ROM includes a significant portion of the quantitative material from the text and updated coverage on queuing, location and DEA chapters. Additional CD-ROMs include a 120 day trial for Microsoft Office Project Professional 2003 and Microsoft Office Project Server 2003.
504			_aIncludes bibliographical references and indexes.
505			_a1. Introduction: Services in the Economy. PART 1: FORMULATING STRATEGY. 2. Strategic Positioning. 3. Internet Strategies. 4. Environmental Strategies. PART 2. DESIGNING THE DELIVERY SYSTEM. 5. New Service Development. 6. Managing Service Experiences. 7. The Front-Office, Back-Office Interface. 8. Outsourcing and Offshoring. PART 3. IMPORVING THE DELIVERY SYSTEM. 9. Analyzing Processes. 10. Service Quality. 11. Six Sigma for Service Process Improvement. PART 4. MATCHING SUPPLY AND DEMAND. 12. Yield Management. 13. Inventory in Services. 14. Waiting Time Management. PART 5. TOOLS FOR MANAGING SERVICES. 15. Real-World Project Management. 16. Site Selection For Services. 17. Advanced Models: Data Envelopment Analysis. 18. Advanced Models: Scoring Systems.
520			_aCovers the cycle of building a service business from concept formation through implementation. This book focuses on constructing a business strategy and describes how to implement that strategy in the design of the service system.
650		0	_aCustomer services _xManagement.
650		0	_aCustomer services _xManagement _vCase studies.
700	1		_aMetters, Richard, _d1960-
700	1		_aMetters, Richard, _d1960- _tSuccessful service operations management.
942			_2ddc _cBK