Service Management : An Integrated Approach to Supply Chain Management and Operations

Tie customer-driven strategies to service operations and process management, and sharpen your focus on creating customer value throughout your entire service organization! This comprehensive, multidisciplinary reference thoroughly covers today's most effective theories and methods for managing service organizations, drawing on innovative insights from economics, consumer behavior, marketing, strategy, and operations management. Leading experts Cengiz Haksever and Barry Render provide crucial insights into emerging service operation and supply chain topics, reinforcing key points with up-to-date case studies. Service Management contains a valuable chapter-length introduction to linear and goal programming and its services applications; and also addresses many other topics ignored by competitive texts, such as: 

• Service SCM methods and approaches
• Focusing on customers and their service purchase behavior
• Service productivity
• Managing public and private nonprofit service organizations
• Vehicle routing and scheduling
• Ethical challenges to SCM

Service Management will be an invaluable resource for senior and mid-level managers throughout any service organization, and for students and faculty in any graduate or upper-level undergraduate program in service management, service operations management, or operations management

Customer-Driven, Value-Focused Strategies and Techniques for Managing Service Operations and Supply Chains

• Comprehensive resources for service operations professionals and students
• Systematically links customer-driven strategies to operations/process management
• Addresses key operational issues including supply/demand management, total quality management, and productivity metrics
• Introduces powerful linear and goal programming applications for service environments

This complete multidisciplinary reference thoroughly illuminates today’s most useful theories and methods for managing service organizations. Leading experts Cengiz Haksever and Barry Render provide crucial insights into emerging service operation and supply chain topics, focusing throughout on creating value and satisfying customers.

Haksever and Render begin by clarifying what services are and introducing service management challenges ranging from globalization to ethics. They offer detailed guidance on constructing and operating service systems and a complete and up-to-date primer on tools for managing services well--from forecasting to inventory.

Service Management contains important coverage that includes a chapter-length introduction to linear and goal programming for services and a detailed discussion of managing public or nonprofit services.