The purpose of this book is to provide cutting-edge information on service management such as the role services play in an economy, service strategy, ethical issues in services and service supply chains. It also covers basic topics of operations management including linear and goal programming, project management, inventory management and forecasting.
This book takes a multi-disciplinary approach to services and operational management challenges; it draws upon the theory and practice in many fields of study such as economics, management science, statistics, psychology, sociology, ethics and technology, to name a few. It contains chapters most textbooks do not include, such as ethics, management of public and nonprofit service organizations, productivity and measurement of performance, routing and scheduling of service vehicles.
o It is well known that most managerial problems have multiple dimensions. Considering these challenges as purely problems that belong to a single discipline (e.g. marketing, finance, operations, etc.) would be a short sighted approach. Therefore, this book takes a multi-disciplinary approach to the challenges service and operations managers face by drawing upon the theory and practice of fields such as economics, management science, statistics, psychology, sociology, ethics and technology
o This book has some unique chapters most operations or service management textbooks either do not cover at all or do not devote a chapter, such as ethical challenges service managers face, routing and scheduling of service vehicles, management of public and nonprofit service organizations, productivity, efficiency and measurement of performance
o Another key feature of this book is that it includes quantitative chapters that introduce students to some of the most frequently used business analytics techniques by managers. Most of the discussion in these chapters do not require any math beyond what business students take as required courses