Service and Operations Management

The purpose of this book is to provide cutting-edge information on service management such as the role services play in an economy, service strategy, ethical issues in services and service supply chains. It also covers basic topics of operations management including linear and goal programming, project management, inventory management and forecasting.

This book takes a multidisciplinary approach to services and operational management challenges; it draws upon the theory and practice in many fields of study such as economics, management science, statistics, psychology, sociology, ethics and technology, to name a few. It contains chapters most textbooks do not include, such as ethics, management of public and non-profit service organizations, productivity and measurement of performance, routing and scheduling of service vehicles.

Readership: Students at the graduate and undergraduate level, professionals as well as members of public with a keen interest in service operations management.

Cengiz Haksever is a professor of management sciences in the department of Information Systems and Supply Chain Management at the College of Business Administration of Rider University in New Jersey, USA. He received his BS and MS degrees in Industrial Engineering from the Middle East Technical University in Ankara, Turkey, MBA from Texas A & M University in College Station, Texas, USA and PhD in Operations Research from the University of Texas in Austin, USA.

His research interests are in service management, supply chain management, operations research, operations management, quality and continuous improvement and data envelopment analysis. Dr Haksever's work appeared in European Journal of Operational Research, Journal of the Operational Research Society, Computers & Operations Research, Computers & Industrial Engineering, Journal of Construction Engineering and Management, International Journal of Production Economics, Journal of Small Business Strategy, Journal of Business Ethics, Education Economics, International Journal of Production Economics, International Journal of Information and Management Sciences and Business Horizons.

He has taught courses in operations management, supply chain management, service operations management, management science, quality assurance, statistics and regression, in undergraduate and MBA programs. He served as examiner and senior examiner for the New Jersey Governor's Award for Performance Excellence. During the 1993–1994 academic year he was a Fulbright Senior Lecturer at Marmara University in Istanbul, Turkey. At Rider University he was awarded the Jessie H Harper Professorship for the academic year 2000–2001. Dr Haksever served on the Editorial Advisory Board of Computers & Operations Research from 1993–2002, and was a guest editor of a special issue of the journal on Data Envelopment Analysis in 1996.

Dr Render, holder of the first endowed chair at the Rollins College Graduate School of Business (Winter Park, FL), is author of over 100 articles in leading business journals and 10 textbooks in 55 editions. His books include Operations Management (now in its 12th Ed. and the leading text in the US and global markets), Quantitative Analysis for Management (in its 13th Ed.), Introduction to Management Science, Managerial Decision Modeling, and Service Management. Over his 40-year academic career he has taught at George Washington University, George Mason University, Boston University, and the University of New Orleans, and was Senior Fulbright Scholar in the Kingdom of Nepal in 1982 and 1993. At George Mason, he held the Mason Foundation Professorship and was chairman of the Department of Decision Sciences. He was named an AACSB Fellow in 1978 and has worked in the aerospace industry for McDonnell Douglas, GE, and NASA. From 1984 to 1993, Dr Render was also President of Management Science Associates of Virginia, Inc., whose technology consulting clients included the US Navy, NASA, Fairfax County Virginia, the FBI, and C&P Phone. He also served for five years as editor of the New York Times Special Operations Management editions. In 1996, Dr Render was selected by Roosevelt University to receive the St. Clair Drake Award for Outstanding Scholarship. In 2005, he received the Rollins MBA Student Award for Best Overall Course and in 2009 was voted MBA Professor of the Year. He has served on the Board of Directors of many organizations, including a publicly-traded manufacturing firm. Dr Render retired from Rollins College in 2009.