Fitzsimmons / Fitzsimmons / Bordoloi Service Management
8. Auflage 2010
ISBN: 978-1-259-01065-1
Verlag: McGraw-Hill Higher Education
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Buch, Englisch, Reihe: McGraw-Hill International Editions
0 Seiten, Kartoniert, Format (B × H): 215 mm x 278 mm, Gewicht: 1100 g
Operations, Strategy, Information Technology. International Student Edition
8. Auflage 2010,
0 Seiten, Kartoniert, Format (B × H): 215 mm x 278 mm, Gewicht: 1100 g
Reihe: McGraw-Hill International Editions
ISBN: 978-1-259-01065-1
Verlag: McGraw-Hill Higher Education
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Fitzsimmons, James A.
Received a B.S.E. in industrial engineering from the University of Michigan, an MBA from Western Michigan University, and a Ph.D. with distinction from the University of California at Los Angeles. His research in the area of emergency ambulance location won the Stan Hardy Award in 1983 for the best paper published in the field of operations management. A computer program, referred to as CALL, has been used by major cities worldwide to plan emergency ambulance systems. Consulting assignments include the RAND Corporation; the U.S. Air Force; the cities of Los Angeles, Denver, Austin, Melbourne, and Auckland; the Texas comptroller; General Motors; La Quinta Motor Inns; Greyhound; TRICON Restaurants International; and McDonald's. Teaching experience includes faculty appointments at the University of California at Los Angeles, California State University at Northridge, the University of New Mexico, Boston University Overseas Graduate Program, California Polytechnic State University at San Luis Obispo, and the Helsinki School of Economics and Business. He is a registered professional engineer in the state of Michigan and has held industrial engineering positions at Corning Glass Works and Hughes Aircraft Company. He served in the U.S. Air Force as an officer in charge of base construction projects.
A graduate of the University of Michigan, received her undergraduate degree in journalism with major supporting work in chemistry and psychology. Her graduate work was in geology and she has taught in public and private schools and at the university level. She has done writing and editing for the Encyclopaedia Britannica Education Corporation and for various professional journals and organizations. With James Fitzsimmons she edited New Service Development: Creating Memorable Experiences published in 2000 by Sage Publications. Her nonprofessional activities have included volunteer work for the Red Cross aquatics program and in wildlife rehabilitation. She has particular interests in the areas of environmental issues and the responsibilities of patients and physicians in health care.
Fitzsimmons, James
James Fitzsimmons received a B.S.E. in industrial engineering from the University of Michigan, an M.B.A. from Western Michigan University, and a Ph.D. with distinction from the University of California at Los Angeles. Dr. Fitzsimmons has held faculty appointments at UCLA, California State UniversityNorthridge, the University of New Mexico, Boston University Overseas Graduate Program, California Polytechnic State University at San Luis Obispo, and the Helsinki School of Economics and Business. His research in the area of emergency ambulance location won the Stan Hardy Award in 1983 for the best paper published in the field of operations management. A computer program, CALL, has been used worldwide to plan emergency ambulance systems. Dr. Fitzsimmons is a registered professional engineer in Michigan and has held industrial engineering positions at Corning Glass Works and Hughes Aircraft Company. He served in the U.S. Air Force as an officer in charge of base construction projects.
Fitzsimmons, Mona
James Fitzsimmons received a B.S.E. in industrial engineering from the University of Michigan, an M.B.A. from Western Michigan University, and a Ph.D. with distinction from the University of California at Los Angeles. Dr. Fitzsimmons has held faculty appointments at UCLA, California State UniversityNorthridge, the University of New Mexico, Boston University Overseas Graduate Program, California Polytechnic State University at San Luis Obispo, and the Helsinki School of Economics and Business. His research in the area of emergency ambulance location won the Stan Hardy Award in 1983 for the best paper published in the field of operations management. A computer program, CALL, has been used worldwide to plan emergency ambulance systems. Dr. Fitzsimmons is a registered professional engineer in Michigan and has held industrial engineering positions at Corning Glass Works and Hughes Aircraft Company. He served in the U.S. Air Force as an officer in charge of base construction projects.
PART ONE: Understanding Services
Chapter 1: The Service Economy
Chapter 2: Service Strategy
PART TWO: Designing the Service Enterprise
Chapter 3: New Service Development
Chapter 4: The Service Encounter
Chapter 5: Supporting Facility and Process Flows
Chapter 6: Service Quality
Chapter 7: Process Improvement
Supplement: Data Envelopment Analysis (DEA) 205
Chapter 8: Service Facility Location
PART THREE: Managing Service Operations
Chapter 9: Service Supply Relationships
Chapter 10: Globalization of Services
Chapter 11: Managing Capacity and Demand
Chapter 12: Managing Waiting Lines
Chapter 13: Capacity Planning and Queuing Models
Supplement: Computer Simulation
PART FOUR: Quantitative Models for Service Management
Chapter 14: Forecasting Demand for Services
Chapter 15: Managing Service Inventory
Chapter 16: Managing Service Projects
APPENDIX
Appendix A: Areas of Standard Normal Distribution
Appendix B: Uniformly Distributed Random Numbers [0, 1]
Appendix C: Values of Lq for the M/M/c Queuing Model
Appendix D: Equations for Selected Queuing Models
NAME INDEX
SUBJECT INDEX
Lehrpersonen
Fitzsimmons, James A.
Received a B.S.E. in industrial engineering from the University of Michigan, an MBA from Western Michigan University, and a Ph.D. with distinction from the University of California at Los Angeles. His research in the area of emergency ambulance location won the Stan Hardy Award in 1983 for the best paper published in the field of operations management. A computer program, referred to as CALL, has been used by major cities worldwide to plan emergency ambulance systems. Consulting assignments include the RAND Corporation; the U.S. Air Force; the cities of Los Angeles, Denver, Austin, Melbourne, and Auckland; the Texas comptroller; General Motors; La Quinta Motor Inns; Greyhound; TRICON Restaurants International; and McDonald's. Teaching experience includes faculty appointments at the University of California at Los Angeles, California State University at Northridge, the University of New Mexico, Boston University Overseas Graduate Program, California Polytechnic State University at San Luis Obispo, and the Helsinki School of Economics and Business. He is a registered professional engineer in the state of Michigan and has held industrial engineering positions at Corning Glass Works and Hughes Aircraft Company. He served in the U.S. Air Force as an officer in charge of base construction projects.
A graduate of the University of Michigan, received her undergraduate degree in journalism with major supporting work in chemistry and psychology. Her graduate work was in geology and she has taught in public and private schools and at the university level. She has done writing and editing for the Encyclopaedia Britannica Education Corporation and for various professional journals and organizations. With James Fitzsimmons she edited New Service Development: Creating Memorable Experiences published in 2000 by Sage Publications. Her nonprofessional activities have included volunteer work for the Red Cross aquatics program and in wildlife rehabilitation. She has particular interests in the areas of environmental issues and the responsibilities of patients and physicians in health care.
Fitzsimmons, James
James Fitzsimmons received a B.S.E. in industrial engineering from the University of Michigan, an M.B.A. from Western Michigan University, and a Ph.D. with distinction from the University of California at Los Angeles. Dr. Fitzsimmons has held faculty appointments at UCLA, California State UniversityNorthridge, the University of New Mexico, Boston University Overseas Graduate Program, California Polytechnic State University at San Luis Obispo, and the Helsinki School of Economics and Business. His research in the area of emergency ambulance location won the Stan Hardy Award in 1983 for the best paper published in the field of operations management. A computer program, CALL, has been used worldwide to plan emergency ambulance systems. Dr. Fitzsimmons is a registered professional engineer in Michigan and has held industrial engineering positions at Corning Glass Works and Hughes Aircraft Company. He served in the U.S. Air Force as an officer in charge of base construction projects.
Fitzsimmons, Mona
James Fitzsimmons received a B.S.E. in industrial engineering from the University of Michigan, an M.B.A. from Western Michigan University, and a Ph.D. with distinction from the University of California at Los Angeles. Dr. Fitzsimmons has held faculty appointments at UCLA, California State UniversityNorthridge, the University of New Mexico, Boston University Overseas Graduate Program, California Polytechnic State University at San Luis Obispo, and the Helsinki School of Economics and Business. His research in the area of emergency ambulance location won the Stan Hardy Award in 1983 for the best paper published in the field of operations management. A computer program, CALL, has been used worldwide to plan emergency ambulance systems. Dr. Fitzsimmons is a registered professional engineer in Michigan and has held industrial engineering positions at Corning Glass Works and Hughes Aircraft Company. He served in the U.S. Air Force as an officer in charge of base construction projects.
PART ONE: Understanding Services
Chapter 1: The Service Economy
Chapter 2: Service Strategy
PART TWO: Designing the Service Enterprise
Chapter 3: New Service Development
Chapter 4: The Service Encounter
Chapter 5: Supporting Facility and Process Flows
Chapter 6: Service Quality
Chapter 7: Process Improvement
Supplement: Data Envelopment Analysis (DEA) 205
Chapter 8: Service Facility Location
PART THREE: Managing Service Operations
Chapter 9: Service Supply Relationships
Chapter 10: Globalization of Services
Chapter 11: Managing Capacity and Demand
Chapter 12: Managing Waiting Lines
Chapter 13: Capacity Planning and Queuing Models
Supplement: Computer Simulation
PART FOUR: Quantitative Models for Service Management
Chapter 14: Forecasting Demand for Services
Chapter 15: Managing Service Inventory
Chapter 16: Managing Service Projects
APPENDIX
Appendix A: Areas of Standard Normal Distribution
Appendix B: Uniformly Distributed Random Numbers [0, 1]
Appendix C: Values of Lq for the M/M/c Queuing Model
Appendix D: Equations for Selected Queuing Models
NAME INDEX
SUBJECT INDEX
Lehrpersonen
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