Service Management Operations Strategy Information Technology Sanjeev Bordoloi 9th Edition

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1. ISBN-10

   1259784630

2. ISBN-13

   978-1259784637

   This latest edition continues to recognize and emphasize the vital nature of managing services. Drawing on the research and consulting expertise of the authors, the content is structured into four sections: Part One: Comprehending Services offers the historical backdrop and distinguishes the unique qualities of service operations; Part Two: Constructing the Service Enterprise deals with developing the service enterprise to back the competitive strategy; Part Three: Supervising Service Operations elaborates on subjects like overseeing capacity, demand and waiting lines, and service delivery associations; and Part Four: Mathematical Models for Service Management discusses predicting and managing service stock. Each section highlights the theme of governing services for competitive edge, offering a focal point for every management topic.
   The 9th edition retains the captivating narrative style of the prior versions and incorporates abundant examples. It stresses the importance of incessant enhancement in quality and productivity to compete effectively in a global setting. To engage the reader, each chapter starts with a vignette about a renowned company, illustrating the strategic significance of the upcoming topic. Every chapter also includes an introduction, concluding summary, essential terms and definitions, service standards, discussion topics, an interactive exercise, solved problems and exercises as required, and multiple cases.
   Fresh Additions to This Edition: • In Chapter 1, a new Service Standard showcases the trailblazers of the emerging collaborative economy, Uber and Airbnb. • Chapter 2, Service Tactics, introduces two novel topics: recent strides in the mathematical scrutiny of big data or data analytics and the IoT, an extension of the Internet into our daily lives. • Chapter 3 delves into a disruptive technology dubbed blockchain rooted in the Internet currency Bitcoin and illustrates its impact on financial services. The stages of crafting a service blueprint are further exemplified through a visit to a San Francisco Giants baseball game. • Chapter 7 extends the discussion of Lean Service to encompass value-stream mapping using an example of a mortgage approval process. • Chapter 9 captures the burgeoning notion of employing multiple sources and distribution methods in the concept of omnichannel supply chain. • Chapter 11 elucidates daily workshift scheduling dilemmas using a new example: Marin County 911 Response.• Chapter 14 showcases an interactive Delphi exercise that involves students in predicting the date a human colony will be established on Mars.
   For Connect users, the free ReadAnywhere downloadable app is accessible on iOS and Android mobile devices. It grants students mobile flexibility to reach their book anywhere, even offline, on their smartphone or tablet. Once chapters are downloaded, students can utilize the same tools available in the book, and any notes or highlights they create in the book will sync across platforms