Fitzsimmons, James A.
Service management : operations, strategy, and information technology / James A. Fitzsimmons, Mona J. Fitzsimmons. - Fourth edition - Boston, Burr Ridge : McGraw-Hill/Irwin, c2004. - xx, 587 pages : illustrations, maps ; 27 cm. + 1 computer optical disc (4 3/4 in.)
Accompanying CD-ROM contains PowerPoint lecture slides, ServiceModel simulation software, an Excel spreadsheet, chapter quizzes, and websites. The instructor's manual includes various teaching aids, including a new feature, the Mortgage Service game, an interactive computer simulation. CD Supplementary: Service management : operations, strategy, and information technology
Includes bibliographical references and indexes.
Contents: Part one Understanding services -- Part two Designing the service enterprise -- Part three Managing service operations -- Part four Toward world-class service -- Part five Quantitative models for service management -- Includes appendices, index
System requirements for accompanying computer disc: Pentium based processor, Microsoft Windows 98/2000/XP, Microsoft Internet Explorer 5.5 as default browser, Microsoft Office or equivalent.
English
0072823739 [paperback] 0071214577 [paperback]
2003043003
Service industries--Management.
Service management : operations, strategy, and information technology / James A. Fitzsimmons, Mona J. Fitzsimmons. - Fourth edition - Boston, Burr Ridge : McGraw-Hill/Irwin, c2004. - xx, 587 pages : illustrations, maps ; 27 cm. + 1 computer optical disc (4 3/4 in.)
Accompanying CD-ROM contains PowerPoint lecture slides, ServiceModel simulation software, an Excel spreadsheet, chapter quizzes, and websites. The instructor's manual includes various teaching aids, including a new feature, the Mortgage Service game, an interactive computer simulation. CD Supplementary: Service management : operations, strategy, and information technology
Includes bibliographical references and indexes.
Contents: Part one Understanding services -- Part two Designing the service enterprise -- Part three Managing service operations -- Part four Toward world-class service -- Part five Quantitative models for service management -- Includes appendices, index
System requirements for accompanying computer disc: Pentium based processor, Microsoft Windows 98/2000/XP, Microsoft Internet Explorer 5.5 as default browser, Microsoft Office or equivalent.
English
0072823739 [paperback] 0071214577 [paperback]
2003043003
Service industries--Management.