Service Management: Operations, Strategy, Information Technology 10th Edition Sanjeev Bordoloi ISBN10: 1264098359 ISBN13: 9781264098354 (Test Bank)

Test Bank for Service Management: Operations, Strategy, Information Technology 10th Edition Bordoloi

Test Bank for Service Management: Operations, Strategy, Information Technology, 10th Edition, Sanjeev Bordoloi, ISBN10: 1264098359, ISBN13: 9781264098354

Table of Contents

PART ONE Understanding Services
1 The Service Economy
2 Service Strategy
PART TWO Designing the Service Enterprise
3 New Service Development
4 The Service Encounter
5 Supporting Facility and Process Flows
6 Service Quality
7 Process Improvement
Supplement: Data Envelopment Analysis (DEA)
8 Service Facility Location
PART THREE Managing Service Operations
9 Service Supply Relationships
10 Globalization of Services
11 Managing Capacity and Demand
12 Managing Waiting Lines
13 Capacity Planning and Queuing Models
Supplement: Computer Simulation
PART FOUR Quantitative Models for Service Management
14 Forecasting Demand for Services
15 Managing Service Inventory
16 Managing Service Projects
APPENDIX
A Areas of Standard Normal Distribution
B Uniformly Distributed Random Numbers [0, 1] C Values of Lq for the M/M/c Queuing Model
D Equations for Selected Queuing Models