MBA专业精品教材 服务管理 英文版·第2版PDF|Epub|txt|kindle电子书版本网盘下载

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PartⅠ SERVICES AND THE ECONOMY1

1.The Role of Services in an Economy3

Learning Objectives3

Chapter Preview5

Economic Evolution5

Stages of Economic Development7

Preindustrial Society7

Industrial Society8

Postindustrial Society9

Nature of the Service Sector9

Role of the Service Manager13

Innovation13

Social Trends14

Management Challenges15

Summery18

Key Terms and Definitions18

Topics for Discussion19

Service Benchmark：In the 1990’s the New Jobs Are in Services and Many Are High Paying!19

Selected Bibliography21

2.The Nature of Services22

Learning Objectives22

Chapter Preview23

Service Classification24

The Service Package25

Distinctive Characteristics of Service Operations27

The Consumer as a Participant in the Service Process27

Simultaneous Production and Consumption of Services29

Time-Perishable capacity30

Site Selection Dictated by Location of Customers31

Labor Intensiveness32

Intangibility33

Difficulty in Measuring Output33

An OPen-Systems View of Service34

Summary35

Keg Terms and Definitions35

Service Benchmark：To Compete Better，Look Far Afield36

Topics for Discussion37

Case：Village Volvo38

Selected Bibliography39

PartⅡ THE SERVICE CONCEPT AND COMPETTTIVE STRATEGY43

3.Service Strategy43

Learning Objectives43

Chapter Preview44

The Strategic Service Concept44

Classifying Services for strategic Insights46

Nature of the Service Act47

Relationship with Customers48

Customization and Judgment48

Nature of Demand and Supply49

Method of Service Delivery50

Understanding the Competitive Environment of Services51

Competitive Service Strategies52

Overall Cost Leadership52

Differentiation53

Focus54

Winning Customers in the Marketplace55

Qualifiers57

Service Winners57

Service Losers57

Summary57

Key Terms and Definitions58

Topics for Discussion58

Service Benchmark：Central Market shuns conventional wisdom and big name products59

Case：America West Airlines60

Selected Bibliography61

4.Services and Information Technology62

Learning Objectives62

Chapter Preview63

Technological Innovation in Services64

Challenges of Adopting New Technology in Services64

Automation in Services65

Managing the New Technology Adoption Process66

The Competitive Role of Information in Services68

Creation of Barriers to Entry69

Revenue Generation70

Data Base Asset71

Productivity Enhancement72

The Virtual Value Chain74

Limits in the Use of Iformation75

Anticompetitive76

Fairness76

Invasion of Privacy77

Data Security77

Reliability77

Summary77

Key Terms and Definitions78

Topics for Discussion78

Service Benchmark：Frito Lay Puts Handheld Computers in tbe Field79

Case：The Best Little Cookie House Around80

Selected Bibliography81

Part Ⅲ STRUCTURING THE SERVICE ENTERPRISE85

5.The Service Delivery System85

Learning Objectives85

Chapter Preview86

Service Blueprinting87

Strategic Positioning Through Process Structure89

Taxonomy for Service Process Design90

Degree of Divergence92

Object of the Service Process92

Type of Customer Contact92

Generic Approaches to Service System Design93

Production-Line Approach94

Customer as Coproducer96

Customer Contact Approach97

Information Empowerment101

Summary103

Key Terms and Definitions103

Topics for Discussion103

Service Benchmark：PacBell’s Experiment104

Cases：100 Yen Sushi House106

Commuter Cleaning—A New Venture Proposal107

Selected Bibliography109

CHAPTER 5 SUPPLEMENT：VEHICLE ROUTING111

USing the C-W Algorithm Unconstrained112

Using the C-W Algorithm with Constraints114

Use of a “Minimal Technology Routing System”115

Solved Problems117

Exercises119

Cases：The Daley Monthly Car Pool121

Airport Services，Inc．122

6.The Supporting Facility123

Learning Objectives123

Chapter Preview124

Design125

Nature and Objectives of Service Organizations125

Land Availability and Space Requirements126

Flexibility126

Aesthetic Factors127

The Community and Environment127

Layout128

Product Layout and the Line-Balancing Problem130

Process Layout and the Relative Location Problem132

Process Flowcharting136

Environmental Psychology and Orientation138

Walk-Through-Audit139

Person-to-Person Service141

Service Delays141

Ambiance Variables141

Check Presentation142

Promotion and Suggestive Selling142

Implications for Management143

The Walk-Through-Audit as a Diagnostic Tool143

Summary149

Key Terms and Definitions149

Solved Problems151

Topics for Discussion153

Exercises153

Service Benchmark：Software，Peripherals Take a Back Seat to Big Iron156

Cases：Health Maintenance Organization（A）157

Health Maintenance Organization（B）157

Esquire Department Store158

Selected Bibliography159

7.Service Facility Location161

Learning Objectives161

Chapter Preview162

Location Considerations163

Geographic Representation163

Number of Facilities165

Optimization Criteria165

Estimation of Geographic Demand166

Define the Target Population167

Select a Unit of Area167

Estimate Geographic Demand168

Map Geographic Demand168

Facility Location Techniques168

Single Facility170

Locating a Retail Outlet174

Multiple Facilities176

Site Considerations178

Breaking the Rules179

Competitive Clustering179

Saturation Marketing180

Marketing Intermediaries180

Substitution of Communication for Transportation180

Summary181

Service Benchmark：Saturating Cities with Stores Can Pay182

Key Terms and Definitions184

Solved Problems185

Topics for Discussion187

Exercises187

Cases：Health Maintenance Organization（C）190

Athol Furniture，Inc.191

Selected Bibliography193

8.Managing Service Projects195

Learning Objectives195

Chapter Preview196

The Nature of Project Management197

Characteristics of Projects197

Activities of Project Managers197

Techniques for Project Management198

Gantt Project Charts198

A Critique of Gantt Charts200

Constructing a Project Network200

Critical Path Method202

Microsoft Project for Windows Analysis205

Resource Constraints209

Activity Crashing212

Incorporating Uncertainty in Activity Times215

Estimating Activity Duration Distributions215

Project Completion Time Distribution216

A Critique of the Project Completion Time Analysis218

Problems with Implementing Critical Path Analysis220

Sereice Benchmark：Project Management Software in Use221

Summary222

key Terms and Definitions223

Solved Problems223

Topics for Discussion225

Exercises226

Cases：Info-Systeins，Inc.231

Whittier County Hospital231

Selected Bibliography233

Part Ⅳ MANAGING SERVICE OPERATIONS237

9.The Service Encounter237

Learning Objectives237

Chapter Preview238

The Service Encounter Triad239

Encounter Dominated by the Service Organization239

Contact Personnel-Dominated Encounter240

Customer-Dominated Encounter240

The Service Organization240

Culture241

Empowerment242

Contact Personnel243

Selection243

Training244

The Customer246

Expectations and Attitudes247

The Customer as CoProducer248

Creating a Customer Service Orientation248

The Service Profit Chain250

Summary252

Key Terms and Definitions253

Topics for Discussion253

Service Benchmark：Miss Manners on Complaint Handling254

Case：Amy’s Ice Cream255

Selected Bibliography256

CHAPTER 9 SUPPLEMENT：WORK MEASUREMENT258

Time Study258

Work Sampling260

Sample Size261

Work Methods Charts262

Worker-Customer Charts263

Activity Charts263

Solved Problems264

Exercises265

Case：County General Hospital266

10.Service Quality268

Learning Objectives268

Chapter Preview269

Defining Service Quality270

Dimensions of Service Quality270

Gaps in Service Quality271

Measuring Service Quality274

SERVQUAL274

Benchmarking274

Scope of Service Quality277

Quality Service by Design280

Incorporating Quality in the Service Package280

Taguchi Methods282

Poka-yoke283

Quality Function Deployment283

Achieving Service Quality286

Cost of Quality286

Tools for Achieving Service Quality288

Programs for Service Quality Improvement296

Personnel Programs for Quality Assurance296

Quality-Improvement Program to Achieve Zero Defects297

Deming ’s 14-Point Program299

Unconditional Service Guarantee300

Malcolm Baldrige National Quality Award301

ISO 9000303

Service Recovery303

Stages in Quality Development304

Summary304

Key Terms and Definitions306

Topics for Discussion306

Service Benchmark：Service Winners of the Malcolm Baldrige National Quality Award307

Solved Problems308

Exercises309

Cases：Clean Sweep，Inc.312

The Complaint Letter314

Selected Bibliography316

11.Managing Queues318

Learning Objectives318

Chapter Preview321

Queuing Systems322

The Inevitability of Waiting322

The Psychology of Waiting324

That Old Empty Feeling324

A Foot in the Door325

The Light at the End of the Tunnel325

Excuse Me，But I Was Next326

They Also Serve，Who Sit and Wait327

The Economics Of Waiting327

Essential Features of Queuing Systems328

Calling Population329

Arrival Process329

Queue Cofiguration334

Queue Discipline336

Service Process337

Summary340

Key Terms and Definitions340

Topics for Discussion340

Sereice Benchmark：Conquering Those Killer Queues341

Cases：Thrifty Car Rental342

Eye’ll Be Seeing You343

Selected Bibliography344

12.Managing Facilitating Goods346

Learning Objectives346

Chapter Preview348

Inventory Theory348

Role of Inventory in Services348

Characteristics of Inventory Systems350

Relevant Costs of an Inventory System351

Order Quantity ModelS352

Economic Order Quantity353

Inventory Model with Quantity Discounts356

Inventory Model with Planned Shortages359

Inventory Management Under Uncertainty362

Inventory Control Systems364

Continuous Review System364

Periodic Review System366

The ABCs of Inventory Control367

Single-Period Model for Perishable Goods369

Expected Value Analysis370

Incremental Analysis371

Retail Discounting Model372

Summary373

Key Terms and Definitions374

Topics for Discussion374

Seruice Benchmark：Where Parts Are the Whole375

Solved Problems375

Exercises377

Case：Elysian Cycles383

Selected Bibliography384

13.Managing Capacity and Demand385

Learning Objectives385

Chapter Preview386

Strategies for Managing Demand387

Partitioning Demand387

Offering Price Incentives389

Promoting Off-Peak Demand390

Developing Complementary Services391

Using Reservation Systems and Handling the Overbooking Problem391

Strategies for Managing Supply395

Using Daily Workshift Scheduling395

Using Weekly Workshift Scheduling with Days-Off Constraint398

Increasing Customer Participation399

Creating Adjustable Capacity400

Sharing Capacity400

Cross-Training Employees401

Using Part-Time Employees401

Scheduling Part-time Tellers at a Drive-In Bank401

Yield Management403

Yield Management Applications408

Summary409

Key Terms and Definitions410

Topics for Discussion410

Service Benchmark：Yield Management at American Airlines411

Solved Problems412

Exercises415

Cases：River City National Bank418

Gateway International Airport420

The Yield Management Analyst421

Selected Bibligrphy424

Part Ⅴ TOWARD WORLD-CLASS SERVICE429

14.Productivity and Quality Improvement429

Learning Objectives429

Chapter Preview431

Stages in Service Firm Competitiveness431

Available for Service431

Journeyman433

Distinctive Competence Achieved434

World-Class Service Delivery434

Making Continual Improvement a Competitive Strategy435

Inventory and Waiting Line Analogy436

Continual Improvement as Part of the Service Organization Culture437

Management Implications439

An Application of Deming’s Philosophy of Continual Improvement：The Case of Florida Power and Light440

Foundations of the Quality-Improvement Program441

Phases of the Quality-Improvement Program442

Summary442

Key Terms and Definitions443

Topics for Discussion443

Seruice Benchmark：Shoppers Act as Their Own Cashiers at Some Stores443

Case：Mega Bytes Restaurant445

Selected Bibliography449

CHAPTER 14 SUPPLEMENT：DATA ENVELOPMET ANALYSIS（DEA）451

Measuring Service Productivity451

The DEA Model451

Definition of Variables451

Objective Function452

Constraints452

DEA and Strategic Planning453

Exercises457

Case：Mid-Atlantic Bus Lines457

15.Growth and Expansion459

Learning Objectives459

Chapter Preview460

Growth and Expansion Strategies461

Focused Service461

Focused Network462

Clustered Service463

Diversified Network464

Franchising464

The Nature of FranchiSing464

Benefits to the Franchisee465

Issues for the Franchisor466

Multinational Development467

The Nature of the Borderless World468

Considerations in Planning Multinational Operations469

Global Service Strategies470

Multicountry Expansion471

Importing Customers472

Follow Your Customers473

Service Unbundling474

Beating-the-Clock474

Summary475

Key Terms and Definitions476

Topics for Discussion476

Service Benchmark：IS America Being Shut Out Again？477

Case：Federal Express：Tiger International Acquisition478

Selected Bibliography481

Part Ⅵ QUANTITATIVE MODELS WITH SERVICE APPLICATIONS485

16. Forecasting Demand for Services485

Learning Objectives485

Chapter Preview486

Subjective Models487

Delphi Method487

Cross-Impact Analysis489

Historical Analogy489

Causal Models489

Regression Models490

Econometric Models492

Time Series Models492

N-Period Moving Average492

Simple Exponential Smoothing494

Relationship between a and N496

Forecast Error497

Exponential Smoothing with Trend Adjustment498

Exponential Smoothing with Seasonal Adjustment499

Exponential Smoothing with Trend and Seasonal Adjustments502

Summary of Exponential Smoothing503

Summary504

Key Terms and Definitions505

Topics for Discussion505

Service Benchmark：L.L.Bean ImProves Call-Center Forecasting505

Solved Problems508

Exercises510

Cases：Oak Hollow Evaluation Center511

Gnomial Functions，Inc.512

Selected Bibliography514

17.Queuing Models and Capacity Planning515

Learning Objectives515

Chapter Preview517

Analytical Queuing Models517

Standard M/M/l Model519

Finite-Queue M/M/l Model522

M/G/l Model523

Standard M/M/c Model524

Finite-Queue M/M/c Model527

General Self-Service M/G/∞ Model528

General Relationships Between System Characteristics529

Capacity Planning Criteria530

Average Customer Waiting Time530

Probability of Excessive Waiting531

Minimizing the Sum of Customer Waiting Costs and Service Costs532

Probability of Sales Lost Because of Inadequate Waiting Area534

Requirment That Expected Profit on Last Unit of capacity Should Just Exceed Expected Loss535

Summary536

Key Terms and Definitions537

Topics for Discussion537

Service Benchmark：Simulation Modeling for Process Reengineering in the Telecommunications Industry538

Equations for Selected Queuing Models541

Definition of Symbols541

Ⅰ.Standard M/M/1 Model541

Ⅱ.Standard M/M/c Model542

Ⅲ.Standard M/G/1 Model543

Ⅳ.Self-Service M/G/∞ Model543

Ⅴ.Finite-Queue M/M/1 Model543

Ⅵ.Finite-Queue M/M/c Model544

Solved Problems545

Exercises547

Cases：Houston Port Authority551

Freedom Express551

Cedar Valley Community College552

Pronto Pizza552

Selected Bibliography553

18.Linear Programming Models in Services554

Learning Objectives554

Chapter Preview555

Constrained Optimization Models555

Formulating Linear Programming Models558

Diet Problem558

Shift-Scheduling Problem560

Workforce-Planning Problem561

Transportation Problem563

Optimal Solutions and Computer Analysis564

Graphical Solution of Linear Programming Models565

Linear Programming Model in Standard Form566

Computer Analysis and Interpretation569

Sensitivity Analysis571

Objective-Function Coeffcient Ranges571

Right-Hand-Side Ranging571

Goal Programming573

Summary577

Key Terms and Definitions577

Topics for Discussion578

Service Benchmark：An Analysis of Alternative Locations and Service Areas of American Red Cross Blood Facilities578

Solved Problems581

Exercises583

Cases：Munich Delicatessen592

Sequoia Airlines592

Selected Bibliography594

APPENDIX A：AREAS OF A STANDARD NORMAL DISTRIBUTION595

APPENDIX B：VALUES OF Lq FOR THE M/M/c QUEUING MODEL597

INDEXES599

Name Index601

Subject Index605