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Managing Services: Using Technology to Create Value
Mark M. Davis, Bentley College
Janelle Heineke, Boston University

Table of Contents

PART ONE: THE CONTEMPORARY SERVICE ENVIRONMENT
Chapter 1: Introduction
Chapter 2: Understanding Customers and Markets
Chapter 2 Supplement: Collecting Customer Data
Chapter 3: The Role of Technology in Services
Chapter 4: The Integration of Manufacturing and Service
PART TWO: STRATEGY AND SYSTEM DESIGN
Chapter 5: Defining Service Strategies
Chapter 6: Project Management
Chapter 6 Supplement: Project Scheduling, Cost, and Risks
Chapter 7: Designing Service Processes
Chapter 8: Facility Location and Design
Chapter 8 Supplement: Forecasting
PART THREE: MANAGING SERVICES
Chapter 9: Managing the Workforce
Chapter 10: Scheduling
Chapter 11: Measuring Process Performance
Chapter 12: Understanding Service Quality
Chapter 12 Supplement: Quality Control Tools for Process Improvement
Chapter 13: Customer-Focused Service
Chapter 14: Managing Capacity and Demand
Chapter 15: Waiting Time Management
Chapter 15 Supplement: Waiting Line Theory




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