Loose Leaf for Service Management: Operations, Strategy, Information Technology

1 The Service Economy
2 Service Strategy

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

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

14 Forecasting Demand for Services
15 Managing Service Inventory
16 Managing Service Projects

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