Service Management: Operations, Strategy, Information Technology with Student CD

Balancing conceptual and applied coverage of all aspects of the management and operation of services, this book has maintained the position as market leader through four 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 is designed to develop students' skills in both strategic and operational issues pertaining to services. New material on service out-sourcing highlights the importance of supply chain issues with services. In addition, discussion on the balanced scorecard and Six Sigma gives students the latest, most wide-ranging techniques for ensuring quality and evaluating long-term strategy planning. Coverage spans both qualitative and quantitative aspects of service management and offers flexibility in courses offering widely 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.
ASIN: 0073122580
VSKU: RDV.0073122580.G
Condition: Good
Author/Artist:Fitzsimmons, James A
Binding: Hardcover
Note: Any images shown are stock photographs and product may differ from what is shown.
Condition Notes: This book is in good condition with very minimal damage. There is writing on the book page's exterior. Pages may have minimal notes or highlighting. Cover image on the book may vary from photo. Ships out quickly in a secure plastic mailer.