服务管理：运作、战略与信息技术(原书第9版)教师手册MGH 9thIM_Frontmatter.docVIP

PAGE vi PAGE vi Instructor’s Manual to Accompany SERVICE MANAGEMENT: Operations, Strategy, Information Technology Ninth Edition Sanjeev Bordoloi James A. Fitzsimmons Mona J. Fitzsimmons Contact Authors with questions or comments at: PO BOX Gualala (707) 785-3306 E-mail: jfitz@ Home Page: /faculty/James.Fitzsimmons McGraw-Hill Copyright ? 2018 TABLE OF CONTENTS Introduction………………………………………………………….………………… iv Sample Course Outlines Service Operations Management (Undergraduate Core Course).…………….vii Service Management (Graduate Elective Course)…………………………… vxi Part I. Understanding Services 1. The Service Economy……………………………… 1 2. Service Strategy……………………………………………………..……. 14 Part II. Designing the Service Enterprise 3. New Service Development…………………….………………………….. 29 4. The Service Encounter…………………………………………….……….. 44 5. Supporting Facility and Process Flows….. ………………………………… 58 6. Service Quality…………………………………………………………….. 81 7. Process Improvement……………………………………………………... 106 Chapter Supplement: Data Envelopment Analysis……….………..…... 115 8. Service Facility Location…………………...………………….…… 124 Part III. Managing Service Operations 9. Service Supply Relationships.……………………….…………..……….. 143 10. Globalization of Services…………………………..……………………. 158 11. Managing Capacity and Demand …….……………………..………..…. 170 12. Managing Waiting Lines………………………………………….……… 204 13. Capacity Planning and Queuing Models………………………………... 222 Chapter Supplement: Computer Simulation……………….………..….. 243 Part IV. Quantitative Models for Service Management 14. Forecasting Demand for Services………….………………….…………. 268 15. Managing Service Inventory…………………………………………..….. 289 16. Managing Service Projects .………………………………….……… 319 Sample Undergraduate Examinations First Exam ……………………………………………………………………… 343 First Exam Solution ……………………………………………………………. 351 Second Exam …………………………………………………………………... 357 Second Exam Solution ………………………………………………………… 367 Games Bea