 |  Fundamentals of Operations Management, 4/e Mark M. Davis,
Bentley College
Nicholas J. Aquilano,
University of Arizona
Richard B. Chase,
USC, School of Business
About the Authors| Mark M. Davis
Dr. Davis is professor of Operations Management at Bentley College in Waltham, MA. He received his BS degree in Electrical Engineering from Tufts University and his MBA and DBA degrees from Boston University's School of Management. He worked as a manufacturing engineer for the General Electric Company and is a graduate of its Manufacturing Management Program. He was also a programs manager for the U.S. Army Natick Research Laboratories.
Dr. Davis's primary research interest is service operations management with a focus on customer waiting time issues. He has published articles in this area in several journals, including The Journal of Operations Management, Decision Sciences, The Journal of Services Marketing, The Journal of Business Forecasting, OM Review, The International Journal of Production and Operations Management, and The International Journal of Service Industry Management.
Dr. Davis is currently secretary of the Decision Sciences Institute and is a past president of the Northeast Decision Sciences Institute. In 2000, he was named a Fellow in the Decision Sciences Institute. In 1998, Dr. Davis received Bentley College's Scholar of the Year Award. He was appointed to the 1996 Board of Examiners for the Malcolm Baldrige National Quality Award. Dr. Davis currently serves the editorial review board of The International Journal of Service Industry Management. Richard B. Chase
Dr. Chase is professor of Operations Management and director of the doctoral program at the Marshall School of Business, University of Southern California. He received his Ph.D. in Operations Management, as well as an MBA and BS from UCLA. He has taught at the Harvard Business School, IMD (Switzerland), and the University of Arizona. He has written and lectured extensively on the subject of service. His other books include Service Management Effectiveness, Fail-Safe Service and Operations Management for Competitive Advantage. Two of his Harvard Business Review articles, "Where Does the Customer Fit in a Service Operation?" and "The Service Factory" (with D. Garvin), have been cited as classics.
Recent articles include "Want to Perfect Your Company's Service? Use Behavioral Science" (with S. Dasu), forthcoming in the Harvard Business Review; "Constructing an Empirically Derived Measure for Customer Contact" (with D. Kellogg) in Management Science; "Beefing Up Operations in Service Firms" (with R. Hayes) and "Make Your Service Failsafe" (with D. Stewart), both in the Sloan Management Review; "The Mall Is My Factory: Reflections of a Service Junkie" in Production and Operations Management; and "The Strategic Levers of Yield Management" (with S. Kimes) in The Journal of Service Research.
In 1995, the Journal of Retailing identified him as one of the leading scholars in services marketing. His work has been quoted in Tom Peters' Liberation Management and Davidow and Malone's The Virtual Organization, and most recently in Heskett et al., The Service Profit Chain. He is a Fellow of the Academy of Management and the Decision Sciences Institute, and served as an examiner for the Malcolm Baldrige National Quality Award. His money-back service guarantee for his MBA course on Service Management has received international attention in the business press.Nicholas J. Aquilano
Dr. Aquilano, now in well-deserved retirement, was professor of Management at the University of Arizona in Tucson, where he has been writing books and teaching undergraduate and graduate-level courses in Operations Management and Project Management for over 25 years. He received his Ph.D. from UCLA and has taught at Northeastern University. |
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2002 McGraw-Hill Higher Education