Service Systems Management And Engineering

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Service Systems Engineering and Management

A. Ravi Ravindran,Paul M. Griffin,Vittaldas V. Prabhu
Service Systems Engineering and Management Book PDF

Author : A. Ravi Ravindran,Paul M. Griffin,Vittaldas V. Prabhu
Publisher : CRC Press
Page : 578 pages
File Size : 40,9 Mb
Release : 2018-04-18
Category : Business & Economics
ISBN : 9781498723077

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Service Systems Engineering and Management by A. Ravi Ravindran,Paul M. Griffin,Vittaldas V. Prabhu Pdf

Recipient of the 2019 IISE Institute of Industrial and Systems Engineers Joint Publishers Book-of-the-Year Award This is a comprehensive textbook on service systems engineering and management. It emphasizes the use of engineering principles to the design and operation of service enterprises. Service systems engineering relies on mathematical models and methods to solve problems in the service industries. This textbook covers state-of-the-art concepts, models and solution methods important in the design, control, operations and management of service enterprises. Service Systems Engineering and Management begins with a basic overview of service industries and their importance in today’s economy. Special challenges in managing services, namely, perishability, intangibility, proximity and simultaneity are discussed. Quality of service metrics and methods for measuring them are then discussed. Evaluating the design and operation of service systems frequently involves the conflicting criteria of cost and customer service. This textbook presents two approaches to evaluate the performance of service systems – Multiple Criteria Decision Making and Data Envelopment Analysis. The textbook then discusses several topics in service systems engineering and management – supply chain optimization, warehousing and distribution, modern portfolio theory, revenue management, retail engineering, health systems engineering and financial services. Features: Stresses quantitative models and methods in service systems engineering and management Includes chapters on design and evaluation of service systems, supply chain engineering, warehousing and distribution, financial engineering, healthcare systems, retail engineering and revenue management Bridges theory and practice Contains end-of-chapter problems, case studies, illustrative examples, and real-world applications Service Systems Engineering and Management is primarily addressed to those who are interested in learning how to apply operations research models and methods for managing service enterprises. This textbook is well suited for industrial engineering students interested in service systems applications and MBA students in elective courses in operations management, logistics and supply chain management that emphasize quantitative analysis.

Service Systems Management and Engineering

Ching M. Chang
Service Systems Management and Engineering Book PDF

Author : Ching M. Chang
Publisher : John Wiley & Sons
Page : 720 pages
File Size : 50,9 Mb
Release : 2018-01-05
Category : Technology & Engineering
ISBN : 9781119507543

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Service Systems Management and Engineering by Ching M. Chang Pdf

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.

Fundamentals of Service Systems

Jorge Cardoso,Hansjörg Fromm,Stefan Nickel,Gerhard Satzger,Rudi Studer,Christof Weinhardt
Fundamentals of Service Systems Book PDF

Author : Jorge Cardoso,Hansjörg Fromm,Stefan Nickel,Gerhard Satzger,Rudi Studer,Christof Weinhardt
Publisher : Springer
Page : 362 pages
File Size : 53,7 Mb
Release : 2015-12-12
Category : Computers
ISBN : 9783319231952

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Fundamentals of Service Systems by Jorge Cardoso,Hansjörg Fromm,Stefan Nickel,Gerhard Satzger,Rudi Studer,Christof Weinhardt Pdf

This textbook addresses the conceptual and practical aspects of the various phases of the lifecycle of service systems, ranging from service ideation, design, implementation, analysis, improvement and trading associated with service systems engineering. Written by leading experts in the field, this indispensable textbook will enable a new wave of future professionals to think in a service-focused way with the right balance of competencies in computer science, engineering, and management. Fundamentals of Service Systems is a centerpiece for a course syllabus on service systems. Each chapter includes a summary, a list of learning objectives, an opening case, and a review section with questions, a project description, a list of key terms, and a list of further reading bibliography. All these elements enable students to learn at a faster and more comfortable peace. For researchers, teachers, and students who want to learn about this new emerging science, Fundamentals of Service Systems provides an overview of the core disciplines underlying the study of service systems. It is aimed at students of information systems, information technology, and business and economics. It also targets business and IT practitioners, especially those who are looking for better ways of innovating, designing, modeling, analyzing, and optimizing service systems.

Service Science, Management and Engineering

Bill Hefley,Wendy Murphy
Service Science Management and Engineering Book PDF

Author : Bill Hefley,Wendy Murphy
Publisher : Springer Science & Business Media
Page : 384 pages
File Size : 54,7 Mb
Release : 2008-01-08
Category : Business & Economics
ISBN : 9780387765785

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Service Science, Management and Engineering by Bill Hefley,Wendy Murphy Pdf

Papers in this unique volume were developed from the 2006 conference hosted by IBM, Service Science, Management, and Engineering (SSME) — Education for the 21st Century. The book incorporates a variety of perspectives, informed by an international background in SSME experience and education, including management, business, social science, computer science and engineering. Readers will derive an understanding of education needs and program offerings in SSME.

Service Supply Chain Systems

Tsan-Ming Choi
Service Supply Chain Systems Book PDF

Author : Tsan-Ming Choi
Publisher : CRC Press
Page : 172 pages
File Size : 50,8 Mb
Release : 2016-04-14
Category : Business & Economics
ISBN : 9781315682143

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Service Supply Chain Systems by Tsan-Ming Choi Pdf

Supply chain management is a well-developed area. The traditional supply chains are dynamic systems which include the forward and reverse flows of physical products and the related information and fund. However, a service supply chain is different because the real "product" may take the form of a "service" which implies that many traditionally cruc

Essentials of Project and Systems Engineering Management

Howard Eisner
Essentials of Project and Systems Engineering Management Book PDF

Author : Howard Eisner
Publisher : John Wiley & Sons
Page : 516 pages
File Size : 53,7 Mb
Release : 2011-11-17
Category : Technology & Engineering
ISBN : 9781118276341

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Essentials of Project and Systems Engineering Management by Howard Eisner Pdf

The Third Edition of Essentials of Project and Systems Engineering Management enables readers to manage the design, development, and engineering of systems effectively and efficiently. The book both defines and describes the essentials of project and systems engineering management and, moreover, shows the critical relationship and interconnection between project management and systems engineering. The author's comprehensive presentation has proven successful in enabling both engineers and project managers to understand their roles, collaborate, and quickly grasp and apply all the basic principles. Readers familiar with the previous two critically acclaimed editions will find much new material in this latest edition, including: Multiple views of and approaches to architectures The systems engineer and software engineering The acquisition of systems Problems with systems, software, and requirements Group processes and decision making System complexity and integration Throughout the presentation, clear examples help readers understand how concepts have been put into practice in real-world situations. With its unique integration of project management and systems engineering, this book helps both engineers and project managers across a broad range of industries successfully develop and manage a project team that, in turn, builds successful systems. For engineering and management students in such disciplines as technology management, systems engineering, and industrial engineering, the book provides excellent preparation for moving from the classroom to industry.

Introduction to Service Engineering

Waldemar Karwowski
Introduction to Service Engineering Book PDF

Author : Waldemar Karwowski
Publisher : John Wiley & Sons
Page : 672 pages
File Size : 42,7 Mb
Release : 2010-01-12
Category : Technology & Engineering
ISBN : 9780470382417

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Introduction to Service Engineering by Waldemar Karwowski Pdf

What you need to know to engineer the global service economy. As customers and service providers create new value through globally interconnected service enterprises, service engineers are finding new opportunities to innovate, design, and manage the service operations and processes of the new service-based economy. Introduction to Service Engineering provides the tools and information a service engineer needs to fulfill this critical new role. The book introduces engineers as well as students to the fundamentals of the theory and practice of service engineering, covering the characteristics of service enterprises, service design and operations, customer service and service quality, web-based services, and innovations in service systems. Readers explore such key aspects of service engineering as: The role of service science in developing a smarter planet Service enterprises, including: enterprise value creation, architecture of service organizations, service enterprise modeling, and the application of methods of systems engineering to services Service design, including collaborative e-service systems and the new service development process Service operations and management, including service call centers Service quality, from design operations to customer relations Web-based services and technology in the global e-organization Innovation in service systems from service engineering to integrative solutions, service-oriented architecture solutions, and technology transfer streams With chapters written by fifty-seven specialists and edited by bestselling authors Gavriel Salvendy and Waldemar Karwowski, Introduction to Service Engineering uses numerous examples, problems, and real-world case studies to help readers master the knowledge and the skills required to succeed in service engineering.

Site Reliability Engineering

Niall Richard Murphy,Betsy Beyer,Chris Jones,Jennifer Petoff
Site Reliability Engineering Book PDF

Author : Niall Richard Murphy,Betsy Beyer,Chris Jones,Jennifer Petoff
Publisher : "O'Reilly Media, Inc."
Page : 552 pages
File Size : 44,7 Mb
Release : 2016-03-23
Category : Electronic
ISBN : 9781491951170

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Site Reliability Engineering by Niall Richard Murphy,Betsy Beyer,Chris Jones,Jennifer Petoff Pdf

The overwhelming majority of a software system’s lifespan is spent in use, not in design or implementation. So, why does conventional wisdom insist that software engineers focus primarily on the design and development of large-scale computing systems? In this collection of essays and articles, key members of Google’s Site Reliability Team explain how and why their commitment to the entire lifecycle has enabled the company to successfully build, deploy, monitor, and maintain some of the largest software systems in the world. You’ll learn the principles and practices that enable Google engineers to make systems more scalable, reliable, and efficient—lessons directly applicable to your organization. This book is divided into four sections: Introduction—Learn what site reliability engineering is and why it differs from conventional IT industry practices Principles—Examine the patterns, behaviors, and areas of concern that influence the work of a site reliability engineer (SRE) Practices—Understand the theory and practice of an SRE’s day-to-day work: building and operating large distributed computing systems Management—Explore Google's best practices for training, communication, and meetings that your organization can use

Decision Making in Systems Engineering and Management

Patrick J. Driscoll,Gregory S. Parnell,Dale L. Henderson
Decision Making in Systems Engineering and Management Book PDF

Author : Patrick J. Driscoll,Gregory S. Parnell,Dale L. Henderson
Publisher : John Wiley & Sons
Page : 580 pages
File Size : 46,9 Mb
Release : 2022-10-25
Category : Computers
ISBN : 9781119901426

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Decision Making in Systems Engineering and Management by Patrick J. Driscoll,Gregory S. Parnell,Dale L. Henderson Pdf

DECISION MAKING IN SYSTEMS ENGINEERING AND MANAGEMENT A thoroughly updated overview of systems engineering management and decision making In the newly revised third edition of Decision Making in Systems Engineering and Management, the authors deliver a comprehensive and authoritative overview of the systems decision process, systems thinking, and qualitative and quantitative multi-criteria value modeling directly supporting decision making throughout the system lifecycle. This book offers readers major new updates that cover recently developed system modeling and analysis techniques and quantitative and qualitative approaches in the field, including effective techniques for addressing uncertainty. In addition to Excel, six new open-source software applications have been added to illustrate key topics, including SIPmath Modeler Tools, Cambridge Advanced Modeller, SystemiTool2.0, and Gephi 0.9.2. The authors have reshaped the book’s organization and presentation to better support educators engaged in remote learning. New appendices have been added to present extensions for a new realization analysis technique and getting started steps for each of the major software applications. Updated illustrative examples support modern system decision making skills and highlight applications in hardware, organizations, policy, logistic supply chains, and architecture. Readers will also find: Thorough introductions to working with systems, the systems engineering perspective, and systems thinking In-depth presentations of applied systems thinking, including holism, element dependencies, expansive and contractive thinking, and concepts of structure, classification, and boundaries Comprehensive explorations of system representations leading to analysis In-depth discussions of supporting system decisions, including the system decision process (SDP), tradespace methods, multi-criteria value modeling, working with stakeholders, and the system environment Perfect for undergraduate and graduate students studying systems engineering and systems engineering management, Decision Making in Systems Engineering and Management will also earn a place in the libraries of practicing system engineers and researchers with an interest in the topic.

System Engineering Management

Benjamin S. Blanchard,John E. Blyler
System Engineering Management Book PDF

Author : Benjamin S. Blanchard,John E. Blyler
Publisher : John Wiley & Sons
Page : 576 pages
File Size : 42,7 Mb
Release : 2016-02-16
Category : Technology & Engineering
ISBN : 9781119225324

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System Engineering Management by Benjamin S. Blanchard,John E. Blyler Pdf

A practical, step-by-step guide to total systems management Systems Engineering Management, Fifth Edition is a practical guide to the tools and methodologies used in the field. Using a "total systems management" approach, this book covers everything from initial establishment to system retirement, including design and development, testing, production, operations, maintenance, and support. This new edition has been fully updated to reflect the latest tools and best practices, and includes rich discussion on computer-based modeling and hardware and software systems integration. New case studies illustrate real-world application on both large- and small-scale systems in a variety of industries, and the companion website provides access to bonus case studies and helpful review checklists. The provided instructor's manual eases classroom integration, and updated end-of-chapter questions help reinforce the material. The challenges faced by system engineers are candidly addressed, with full guidance toward the tools they use daily to reduce costs and increase efficiency. System Engineering Management integrates industrial engineering, project management, and leadership skills into a unique emerging field. This book unifies these different skill sets into a single step-by-step approach that produces a well-rounded systems engineering management framework. Learn the total systems lifecycle with real-world applications Explore cutting edge design methods and technology Integrate software and hardware systems for total SEM Learn the critical IT principles that lead to robust systems Successful systems engineering managers must be capable of leading teams to produce systems that are robust, high-quality, supportable, cost effective, and responsive. Skilled, knowledgeable professionals are in demand across engineering fields, but also in industries as diverse as healthcare and communications. Systems Engineering Management, Fifth Edition provides practical, invaluable guidance for a nuanced field.

Advanced Systems Thinking, Engineering, and Management

Derek K. Hitchins
Advanced Systems Thinking Engineering and Management Book PDF

Author : Derek K. Hitchins
Publisher : Artech House
Page : 504 pages
File Size : 55,7 Mb
Release : 2003
Category : Industrial management
ISBN : 1580536204

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Advanced Systems Thinking, Engineering, and Management by Derek K. Hitchins Pdf

Annotation This volume offers a comprehensive understanding of systems ideas and methods, showing professionals in a wide range of high-tech fields how to conceive, design and manage a systems engineering process for optimal results and goal attainment.

Systems Engineering for Projects

Lory Mitchell Wingate
Systems Engineering for Projects Book PDF

Author : Lory Mitchell Wingate
Publisher : CRC Press
Page : 294 pages
File Size : 43,9 Mb
Release : 2018-09-21
Category : Business & Economics
ISBN : 9780429876042

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Systems Engineering for Projects by Lory Mitchell Wingate Pdf

Systems engineering has been applied to some of the most important projects of our time, including those that have helped humanity explore the world and the universe, expand our technical abilities, and enhance the quality of human life. Without formal training in systems engineering, the discipline is often difficult to understand and apply, and its use within projects is often confusing. Systems Engineering for Projects: Achieving Positive Outcomes in a Complex World provides an approach that utilizes a combination of the most effective processes from both project management and systems engineering disciplines in a simplified and straightforward manner. The processes described in the book are lightweight, flexible, and tailorable. They provide the shortest path to success in projects across the entire project life cycle, from research to operations, and from simple to the most complex. The book also addresses how this methodology can be used in a continually adapting and changing world, as projects span disciplines and become even more interconnected across all areas of human existence. Each chapter includes diagrams, templates, summary lists, a case study, and a thought-provoking question and answer section that assists readers in immediate application of the material to their own projects. The book is a project manager’s resource for understanding how to directly apply essential processes to projects in a way that increases the probability of achieving success. It is a comprehensive, go-to manual on the application of systems engineering processes to projects of all types and complexity.

Service Science

Robin G. Qiu
Service Science Book PDF

Author : Robin G. Qiu
Publisher : John Wiley & Sons
Page : 338 pages
File Size : 48,6 Mb
Release : 2014-07-28
Category : Technology & Engineering
ISBN : 9781118108239

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Service Science by Robin G. Qiu Pdf

Features coverage of the service systems lifecycle, including service marketing, engineering, delivery, quality control, management, and sustainment Featuring an innovative and holistic approach, Service Science: The Foundations of Service Engineering and Management provides a new perspective of service research and practice. The book presents a practical approach to the service systems lifecycle framework, which aids in understanding and capturing market trends; analyzing the design and engineering of service products and delivery networks; executing service operations; and controlling and managing the service lifecycles for competitive advantage. Utilizing a combined theoretical and practical approach to discuss service science, Service Science: The Foundations of Service Engineering and Management features: Case studies to illustrate how the presented theories and design principles are applied in practice to the definitions of fundamental service laws, including service interaction and socio-technical natures Computational thinking and system modeling such as abstraction, digitalization, holistic perspectives, and analytics Plentiful examples of service organizations such as education services, global project management networks, and express delivery services An interdisciplinary emphasis that includes integrated approaches from the fields of mathematics, engineering, industrial engineering, business, operations research, and management science A detailed analysis of the key concepts and body of knowledge for readers to master the foundations of service management Service Science: The Foundations of Service Engineering and Management is an ideal reference for practitioners in the contemporary service engineering and management field as well as researchers in applied mathematics, statistics, business/management science, operations research, industrial engineering, and economics. The book is also appropriate as a text for upper-undergraduate and graduate-level courses in industrial engineering, operations research, and management science as well as MBA students studying service management.

Engineering and Operations of System of Systems

John Mo,Ronald Beckett
Engineering and Operations of System of Systems Book PDF

Author : John Mo,Ronald Beckett
Publisher : CRC Press
Page : 270 pages
File Size : 50,6 Mb
Release : 2018-10-10
Category : Technology & Engineering
ISBN : 9781351797788

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Engineering and Operations of System of Systems by John Mo,Ronald Beckett Pdf

Modern engineering systems are complex and multi-faceted, and must be flexible, adaptable, and fully integrated with the supply chain and other stakeholders to deliver an effective level of performance. Therefore, this book aims to create an operational view and new understanding of modern system design, commissioning, operation, services and support. It includes system of systems modelling and analysis techniques essential to develop whole of system in view of essential requirements. This book will address professional engineers/operations managers required to design, develop, implement and operate a complex socio-technical system containing many engineering systems. Key Features • Develops a holistic view of system of systems from all possible fields of interest • Introduces the idea of system configurability to understand system of systems in parallel with the typical, classical concepts of engineering systems design • Offers effective coverage of both the engineering aspects and operational aspects of systems of systems • Focuses on pragmatic viewpoints on how to analyze system of systems • Provides practical tools and methods for the readers to develop competence to configure and operate system of systems

Engineering and Management of IT-based Service Systems

Manuel Mora,Jorge Marx Gómez,Leonardo Garrido,Francisco Cervantes Pérez
Engineering and Management of IT based Service Systems Book PDF

Author : Manuel Mora,Jorge Marx Gómez,Leonardo Garrido,Francisco Cervantes Pérez
Publisher : Springer Science & Business Media
Page : 232 pages
File Size : 51,7 Mb
Release : 2013-10-19
Category : Technology & Engineering
ISBN : 9783642399282

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Engineering and Management of IT-based Service Systems by Manuel Mora,Jorge Marx Gómez,Leonardo Garrido,Francisco Cervantes Pérez Pdf

Intelligent Decision-Making Support Systems (i-DMSS) are specialized IT-based systems that support some or several phases of the individual, team, organizational or inter-organizational decision making process by deploying some or several intelligent mechanisms. This book pursues the following academic aims: (i) generate a compendium of quality theoretical and applied contributions in Intelligent Decision-Making Support Systems (i-DMSS) for engineering and management IT-based service systems (ITSS); (ii) diffuse scarce knowledge about foundations, architectures and effective and efficient methods and strategies for successfully planning, designing, building, operating, and evaluating i-DMSS for ITSS, and (iii) create an awareness of, and a bridge between ITSS and i-DMSS academicians and practitioners in the current complex and dynamic engineering and management ITSS organizational. The book presents a collection of 11 chapters referring to relevant topics for both IT service systems and i-DMSS including: problems of selection of IT service providers, optimization of supply chain systems, IT governance decisions, clinical decision support, dynamic user-interface adaptation, re-engineering of processes, and generic decision problems. Advanced IT technologies used in some chapters are: fuzzy multi-criteria mechanisms, semantic processing, data mining processing, and rough sets. Other chapters report traditional DSS mechanisms but used or suggested to be used in innovative mode for IT service engineering and management tasks.