Service Systems Engineering and Management

Author: A. Ravi Ravindran
Publisher: CRC Press
ISBN: 1498723071
Format: PDF, ePub
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This new textbook will provide state-of-the-art models, concepts and solution methods important in the design, control, operation, and management of service systems. It will cover supply chain management, warehouse & distribution, financial engineering, revenue management in airlines, retail engineering, health systems, and financial services, etc... The textbook is for the engineering market, emphasizing the application of operations research models to optimally design and manage service systems. Currently, no such textbook exists in the market. Service management textbooks tend to be focused on the business school audience and therefore treat the topic overly, or exclusively, qualitatively. Many do not include health systems, retail industries, or financial sectors in their coverage.

Service Systems Management and Engineering

Author: Ching M. Chang
Publisher: John Wiley & Sons
ISBN: 0470423323
Format: PDF, ePub, Docs
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The ultimate instructional guide to achieving success in the service sector Already responsible for employing the bulk of the U.S. workforce, service-providing industries continue to increase their economic dominance. Because of this fact, these companies are looking for talented new service systems engineers to take on strategic and operational challenges. This instructional guide supplies essential tools for career seekers in the service field, including techniques on how to apply scientific, engineering, and business management principles effectively to integrate technology into the workplace. This book provides: Broad-based concepts, skills, and capabilities in twelve categories, which form the "Three-Decker Leadership Architecture," including creative thinking and innovations in services, knowledge management, and globalization Materials supplemented and enhanced by a large number of case studies and examples Skills for successful service engineering and management to create strategic differentiation and operational excellence for service organizations Focused training on becoming a systems engineer, a critically needed position that, according to a 2009 Moneyline article on the best jobs in America, ranks at the top of the list Service Systems Management and Engineering is not only a valuable addition to a college classroom, but also an extremely handy reference for industry leaders looking to explore the possibilities presented by the expanding service economy, allowing them to better target strategies for greater achievement.

Modellgest tztes Service Systems Engineering

Author: Ralf Klein
Publisher: Springer-Verlag
ISBN: 383509629X
Format: PDF, ePub, Mobi
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Ralf Klein erarbeitet das ganzheitliche Konzept des modellgestützten Service Systems Engineering zur effizienten Durchführung komplexer Dienstleistungsentwicklungsprojekte und überträgt hierfür systemtheoretische Erkenntnisse , um dadurch einen umfassenden Erklärungsansatz für das spezifische Wesen von Service Engineering Vorhaben zu finden und ein individuell anpassbares Gestaltungsinstrumentarium für den praktischen Einsatz abzuleiten.

The Service Productivity and Quality Challenge

Author: P.T. Harker
Publisher: Springer Science & Business Media
ISBN: 9780792334477
Format: PDF, ePub, Docs
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The recent global recession has revealed the vital importance of service-sector productivity in all developed economies. The challenge for scholars and professionals in productivity management (economics and management science) in the coming decade is clearly to improve the productivity of the services sector. Section I addresses the economy-wide problems of measuring service productivity and its impact on economic performance. The growing volume and recognition of trade and international competition in services is the subject of Section II. The first two sections together outline the broad parameters facing the economy and individual managers as they struggle to improve service productivity in an increasingly competitive international market. The specific steps to be taken are addressed in Section III. Section IV presents an operations management perspective on the productivity problem. Section V presents the problems and opportunities that exist in productivity improvement in market services (i.e. those industries where some degree of competition and market pricing exists). Finally, non-market services, a vital part of all developed economies, are discussed in Section VI. The Service Productivity and Quality Challenge presents the state of the art thinking on the service productivity challenge from a variety of disciplines. Rather than a cursory view of each discipline's perspective, the papers go into detail on each subject or industry. Taken as a whole, they provide a panoramic view of the problem and its potential solutions.

Decision Making in Systems Engineering and Management

Author: Gregory S. Parnell
Publisher: John Wiley & Sons
ISBN: 0470934719
Format: PDF
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Decision Making in Systems Engineering and Management is a comprehensive textbook that provides a logical process and analytical techniques for fact-based decision making for the most challenging systems problems. Grounded in systems thinking and based on sound systems engineering principles, the systems decisions process (SDP) leverages multiple objective decision analysis, multiple attribute value theory, and value-focused thinking to define the problem, measure stakeholder value, design creative solutions, explore the decision trade off space in the presence of uncertainty, and structure successful solution implementation. In addition to classical systems engineering problems, this approach has been successfully applied to a wide range of challenges including personnel recruiting, retention, and management; strategic policy analysis; facilities design and management; resource allocation; information assurance; security systems design; and other settings whose structure can be conceptualized as a system.

Value Added Decision Making for Managers

Author: Kenneth Chelst
Publisher: CRC Press
ISBN: 1439897557
Format: PDF, ePub, Docs
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Developed from the authors’ longstanding course on decision and risk analysis, Value-Added Decision Making for Managers explores the important interaction between decisions and management action and clarifies the barriers to rational decision making. The authors analyze strengths and weaknesses of the best alternatives, enabling decision makers to improve on these alternatives by adding value and reducing risk. The core of the text addresses decisions that involve selecting the best alternative from diverse choices. The decisions include buying a car, picking a supplier or home contractor, selecting a technology, picking a location for a manufacturing plant or sports stadium, hiring an employee or selecting among job offers, deciding on the size of a sales force, making a late design change, and sourcing to emerging markets. The book also covers more complex decisions arising in negotiations, strategy, and ethics that involve multiple dimensions simultaneously. Numerous activities interspersed throughout the text highlight real-world situations, helping readers see how the concepts presented can be used in their own work environment or personal life. Each chapter also includes discussion questions and references. Web Resource The book’s website at http://ise.wayne.edu/research/decision.php offers tutorials of Logical Decisions software for multi-objective decisions and Precision Tree software for probabilistic decisions. Directions for downloading student versions of the DecisionTools Suite and Logical Decisions software can be found in the appendices. Password-protected PowerPoint presentations for each chapter and solutions to all of the numeric examples are available for instructors.

Optimizing Emergency Department Throughput

Author: John M. Shiver
Publisher: CRC Press
ISBN: 9781420084979
Format: PDF, Kindle
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Across the country ambulances are turned away from emergency departments (EDs) and patients are waiting hours and sometimes days to be admitted to a hospital room. Hospitals are finding it hard to get specialist physicians to come to treat emergency patients. Our EDs demand a new way of thinking. They are not at a tipping point; they are at a breaking point. Under current loads and trends they are going to begin to break and these breakdowns will be painful and ultimately dangerous to society. Recognizing that the ideal in health care is presently beyond our immediate grasp, this book instead focuses on providing health care leaders with the tools they can employ to optimize the performance of EDs and thereby improve service to patients, employees, and communities. Written by 20 of the most progressive and successful health care reformers in the country, the approaches described can be utilized to quantify improvements, enhance predictability of workflow, and improve staff scheduling. The data derived using these techniques can serve as powerful evidence in support of change. While a common discussion among ED professionals is the perception that many patients are not really emergency patients and could be treated in another setting at another time, that argument is not germane until we as a nation elect to reform the way we chose to deliver healthcare to the underserviced. In the meantime this book provides invalauable information to help individual hospitals to retool their ED’s. It offers new approaches that think outside of the box for all stakeholders. It also provides the statistical evidence that administrators need to make their cases for changes and added resources. It will help you forecast the demand for services and give your center an approach that will allow the ED to become a source of income rather than one that continues to hemorrhage needed limited health care funding.

Supply Chain Cost Control Using Activity Based Management

Author: Matthew Zander
Publisher: CRC Press
ISBN: 1420013661
Format: PDF, Kindle
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Having an accurate assessment of company expenditures is a key to staying in business. Activity-based management (ABM) is the only system that offers the tools to correctly assess the outflow involved in a tightly knit supply chain and enables understanding not only of the total cost of ownership (TCO), but also how these costs should be allocated. Supply Chain Cost Control Using Activity-Based Management discusses the competitive advantage that cost analysis and management can bring to companies within a supply chain. Addressing a number of strategies to evaluate the total cost inherent in a customer-supplier relationship, this book uses TCO, activity-based costing (ABC), and ABM to analyze and control supply chain costs. It employs industry survey data to examine whether these techniques are being used in real life, which factors affect their usage in the supply chain, and whether they are producing results. Combining survey results with game theory, the authors suggest cost reduction strategies for competitive environments and predict the outcomes of these strategies. This cost-effective system helps businesses remain competitive and profitable. Supply Chain Cost Control Using Activity-Based Management shows the importance of partnerships in applying ABM principles to suppliers and demonstrates the positive results that ABM can have on elements of the TCO.

Service Orientation in Holonic and Multi Agent Manufacturing and Robotics

Author: Theodor Borangiu
Publisher: Springer
ISBN: 3642358527
Format: PDF, Docs
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The book covers four research domains representing a trend for modern manufacturing control: Holonic and Multi-agent technologies for industrial systems; Intelligent Product and Product-driven Automation; Service Orientation of Enterprise’s strategic and technical processes; and Distributed Intelligent Automation Systems. These evolution lines have in common concepts related to service orientation derived from the Service Oriented Architecture (SOA) paradigm. The service-oriented multi-agent systems approach discussed in the book is characterized by the use of a set of distributed autonomous and cooperative agents, embedded in smart components that use the SOA principles, being oriented by offer and request of services, in order to fulfil production systems and value chain goals. A new integrated vision combining emergent technologies is offered, to create control structures with distributed intelligence supporting the vertical and horizontal enterprise integration and running in truly distributed and global working environments. The service value creation model at enterprise level consists into using Service Component Architectures for business process applications, based on entities which handle services. In this componentization view, a service is a piece of software encapsulating the business/control logic or resource functionality of an entity that exhibits an individual competence and responds to a specific request to fulfil a local (product) or global (batch) objective. The service value creation model at enterprise level consists into using Service Component Architectures for business process applications, based on entities which handle services. In this componentization view, a service is a piece of software encapsulating the business/control logic or resource functionality of an entity that exhibits an individual competence and responds to a specific request to fulfil a local (product) or global (batch) objective.

Complex Engineering Service Systems

Author: Irene Ng
Publisher: Springer Science & Business Media
ISBN: 9780857291899
Format: PDF, ePub, Mobi
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For manufacturers of complex engineering equipment, the focus on service and achieving outcomes for customers is the key to growth. Yet, the capability to provide service for complex engineered products is less understood. Taking a trans-disciplinary approach, Complex Engineering Service Systems covers various aspects of service in complex engineering systems, with perspectives from engineering, management, design, operations research, strategy, marketing and operations management that are relevant to different disciplines, organisation functions, and geographic locations. The focus is on the many facets of complex engineering service systems around a core integrative framework of three value transformations – that of material/equipment, information and people. Complex Engineering Service Systems is the outcome of the EPSRC/BAE Systems S4T (Service Support Solutions: Strategy and Transition) research programme of 10 universities and 27 researchers, which examined how high-value manufacturers of complex engineering products adapt to a multi-partnered environment to design and deliver value in a service system. Complex Engineering Service Systems aims to be the main source of knowledge for academics and professionals in the research and practice of contracting, managing, designing, leading, and delivering complex engineering service systems. The book takes a value-based approach to integrating equipment and human factors into a total service provision. In doing so, it aims to advance the field of service systems and engineering.