Fitzsimmons-Fitzsimmons·Service Management，Fourth Edition

Ⅰ.Understanding Services

1.The Role of Services in an Economy

2.The Nature of Services

Ⅱ.Designing the Service Enterprise

6.Service Quality

Ⅰ.Understanding Services

3.Service Strategy

Ⅱ.Designing the Service Enterprise

4.New Service Development

Stevenson·Operations Management，Eighth Edition

Ⅲ.System Design

7.Design of Work Systems

7S.Learning Curves

Fitzsimmons-Fitzsimmons·Service Management，Fourth Edition

Ⅱ.Designing the Service Enterprise

8.Service Facility Location

Chase-Jacobs-Aquilano·Operations Management for Competitive Advantage，10th Ed.

Ⅰ.Operations Strategy and Managing Change

3.Project Management

Fitzsimmons-Fitzsimmons·Service Management，Fourth Edition

Ⅱ.Designing the Service Enterprise

7.E-Service

Stevenson·Operations Management，Eighth Edition

Ⅲ.System Design

6S.Linear Programming

Davis-Aquilano-Chase·Fundamentals of Operations Management，Fourth Edition

9.Forecasting

Text

Stevenson·Operations Management，Eighth Edition

Ⅴ.Inventorv Management and Scheduling

11.Inventory Management

Chase-Jacobs-Aquilano·Operations Management for Competitive Advantage，10th Ed.

Ⅳ.Planning and Controlling the Supply Chain

16.Operations Scheduling

Stevenson·Operations Management，Eighth Edition

Ⅴ.Inventory Management and Scheduling

13.MRP and ERP

Fitzsimmons-Fitzsimmons·Service Management，Fourth Edition

Ⅳ.Toward World-Class Service

15.Productivity and Quality Improvement

Back Matter

Appendix A：Areas of Standard Normal Distribution