Ching M. Chang

Service Systems Management and Engineering

Creating Strategic Differentiation and Operational Excellence

• Gebundenes Buch

Produktbeschreibung

Recognizing a growing need for service engineering to be taught at the college level, this textbook is devised to help in training future service systems engineers and enable them to become more effective in contributing to the needs in strategic differentiation and operational excellence of service enterprises. It addresses broad-based concepts, skills, and capabilities, including creative thinking and innovations in services. A reliable assistant for students studying this field, Service Systems Management and Engineering supplies all the necessary tools to foster learning in this field.

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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.

Produktdetails

• Verlag: Wiley & Sons
• 1. Auflage
• Seitenzahl: 720
• Erscheinungstermin: 5. April 2010
• Englisch
• Abmessung: 243mm x 200mm x 45mm
• Gewicht: 1384g
• ISBN-13: 9780470423325
• ISBN-10: 0470423323
• Artikelnr.: 28176277

Autorenporträt

C. M. CHANG is on the faculty of the Department of Industrial and Systems Engineering at the State University of New York at Buffalo in Buffalo, New York.

Inhaltsangabe

Preface. Acknowledgments. Chapter 1 Introduction. 1.1 Introduction. 1.2
Services versus Products. 1.3 Service Sectors. 1.4 System-Integrative View
of Service Enterprises. 1.5 Service Systems Engineering. 1.6 Skill Sets for
Service Systems Professionals. 1.7 Roles of Technologists versus
Managers/Leaders. 1.8 Preparation of Service Systems Engineers/Leaders. 1.9
Challenges in the New Millennium. 1.10 Conclusions. 1.11 References. 1.12
Appendices. 1.13 Questions. Part I The Functions of Engineering Management.
Chapter 2 Planning. 2.1 Introduction. 2.2 New Business Technology Trends.
2.3 Types of Planning. 2.4 Strategic Planning. 2.5 Participants in the
Planning Process. 2.6 Planning Roles of Engineering Managers. 2.7 Tools for
Planning. 2.8 Planning Activities. 2.9 Some Specific Advice on Planning.
2.10 Planning in the Healthcare Industry. 2.11 Conclusions. 2.12
References. 2.13 Questions. Chapter 3 Organizing. 3.1 Introduction. 3.2 The
Concept of Structure Following Strategy. 3.3 Activities of Organizing. 3.4
Organizing One's Own Workplace for Productivity. 3.5 Developing
Organizational Structure. 3.6 Enhancing Corporate Performance by
Organizing--Examples. 3.7 Cross-Functional Teams. 3.8 Delegating. 3.9
Establishing Working Relationships. 3.10 Informal Organizations. 3.11
Conclusions. 3.12 References. 3.13 Appendix--Definitions. 3.14 Questions.
Chapter 4 Leading. 4.1 Introduction. 4.2 Leading Activities. 4.3 Deciding.
4.4 Communicating. 4.5 Motivating. 4.6 Selecting Engineering Employees. 4.7
Developing People. 4.8 Special Topics on Leading. 4.9 Conclusions. 4.10
References. 4.11 Appendices. 4.12 Questions. Chapter 5 Controlling. 5.1
Introduction. 5.2 Setting Performance Standards. 5.3 Benchmarking. 5.4
Talent Management. 5.5 Means of Control. 5.6 General Comments. 5.7 Control
of Management Time. 5.8 Control of Personnel. 5.9 Control of Business
Relationships. 5.10 Control of Projects. 5.11 Control of Quality. 5.12
Control of Knowledge. 5.13 Conclusions. 5.14 References. 5.15 Questions.
Part II Business Fundamental for Service Systems Engineers and Leaders.
Chapter 6 Cost Accounting and Control. 6.1 Introduction. 6.2
Service/Product Costing. 6.3 Application of ABC in Various Service Sectors.
6.4 Application of ABC in the Manufacturing Sector. 6.5 Target Costing. 6.6
Risk Analysis and Cost Estimation under Uncertainty. 6.7 Management of
Overhead Costs. 6.8 Miscellaneous Topics. 6.9 Conclusions. 6.10 References.
6.11 Appendices. 6.12 Questions. Chapter 7 Financial Accounting and
Management for Service Systems Engineers. 7.1 Introduction. 7.2 Financial
Accounting Principles. 7.3 Key Financial Statements. 7.4 Fundamentals of
Financial Analysis. 7.5 Balanced Scorecard. 7.6 Capital Formation. 7.7
Capital Assets Valuation. 7.8 Conclusions. 7.9 References. 7.10 Appendices.
7.11 Questions. Chapter 8 Marketing Management for Service Systems
Engineers. 8.1 Introduction. 8.2 The Function of Marketing. 8.3 Market
Forecast--Four-Step Process. 8.4 Market Segmentation. 8.5 Marketing Mix
(Seven Ps). 8.6 Customers. 8.7 Other Factors Affecting Marketing Success.
8.8 Conclusions. 8.9 References. 8.10 Appendices. 8.11 Questions. Part III
SSME Leadership in the New Millennium. Chapter 9 Service Systems Management
and Engineering Leaders. 9.1 Introduction. 9.2 New Competency Model for
Service Leaders. 9.3 Total Leadership. 9.4 Leading Change. 9.5 Leadership
Styles, Qualities, and Attributes. 9.6 Leaders and Managers. 9.7 Factors
Affecting the Promotion to Manager. 9.8 Leadership Skills for the
Twenty-First Century. 9.9 Unique Contributions Expected of SSME Leaders.
9.10 Career Strategies for the Twenty-First Century. 9.11 "Take Charge" to
"Get Success" Formulae. 9.12 Conclusions. 9.13 References. 9.14 Appendices.
9.15 Questions. Chapter 10 Ethics in Service Systems Management and
Engineering. 10.1 Introduction. 10.2 Ethics in the Workplace. 10.3
Guidelines for Making Tough Ethical Decisions. 10.4 Corporate Ethics
Programs. 10.5 Affirmative Action and Workforce Diversity. 10.6 Global
Issues of Ethics. 10.7 Philosophical Approach of Addressing Ethics Issues.
10.8 Conclusions. 10.9 References. 10.10 Questions. Chapter 11 Knowledge
Management. 11.1 Introduction. 11.2 Basics of Knowledge Management (KM).
11.3 Management of KM Programs. 11.4 Knowledge Management Practices in
Service and Manufacturing Sectors. 11.5 New Frontiers of Knowledge
Management. 11.6 Conclusions. 11.7 References. 11.8 Questions. Chapter 12
Innovations in Services. 12.1 Introduction. 12.2 Creativity and Creative
Thinking Strategies. 12.3 Fundamentals of Innovation. 12.4 Innovation
Management. 12.5 Selected Innovation Practices in the Service Sectors. 12.6
Conclusions. 12.7 References. 12.8 Appendices. 12.9 Questions. Chapter 13
Operational Excellence--Lean Six Sigma, Web-Based Applications, and SOA.
13.1 Introduction. 13.2 The New Revolution in Productivity. 13.3 Lean Six
Sigma for Services--The SERVICE Model. 13.4 Internet-based Applications for
Service Management. 13.5 Web Services. 13.6 Service-oriented Architecture
(SOA). 13.7 Conclusions. 13.8 References. 13.9 Questions. Chapter 14
Globalization. 14.1 Introduction. 14.2 Global Trade and Commerce. 14.3 The
Great Philosophical Debate about Globalization. 14.4 New Opportunities
Offered by Globalization. 14.5 Preparation for Globalization. 14.6 Past
Practices Related to Globalization. 14.7 Developing Global Strategies for
Service Businesses. 14.8 Future Trends. 14.9 The Global Challenges Ahead.
14.10 Conclusions. 14.11 Summary Remarks for the Text. 14.12 References.
14.13 Questions. Appendix: Selected Cases Relevant to Service Systems
Management and Engineering. Index.