Service Management

Ise Service Management: Operations, Strategy, Information Technology, now in its ninth edition, presents an in-depth exploration of the unique world of service management. This book defines the essential characteristics of service operations within a historical framework and examines the competitive pressures shaping today’s service environments. Structured in four comprehensive sections, the first part offers a clear understanding of services, tracing their evolution and highlighting their distinctive features. In the second part, the text delves into designing the service enterprise, aligning service delivery with strategic competitive goals. The third segment concentrates on the operational nuances of service management, discussing topics such as capacity, demand management, waiting lines, and service supply relationships. Concluding with a focus on quantitative models, the final part equips readers with methods for forecasting and managing service inventories. Efficient and insightful, this edition serves as an essential resource for professionals and students seeking practical strategies and analytical tools in service management.