Handbook of Service Science
Author: Paul P. Maglio, Cheryl A. Kieliszewski, James C. Spohrer
Publisher: Springer Science & Business Media
As the service sector expands into the global economy, a new science of service is emerging, one that is dedicated to encouraging service innovation by applying scientific understanding, engineering discipline, and management practice to designing, improving, and scaling service systems. Handbook of Service Science takes the first major steps to clarifying the definition, role, and future of this nascent field. Incorporating work by scholars from across the spectrum of service research, the volume presents multidisciplinary perspectives on the nature and theory of service, on current research and practice in design, operations, delivery, and innovation of service, and on future opportunities and potential of service research. Handbook of Service Science provides a comprehensive reference suitable for a wide-reaching audience including researchers, practitioners, managers, and students who aspire to learn about or to create a deeper scientific foundation for service design and engineering, service experience and marketing, and service management and innovation.
Driving Service Productivity
Author: John Bessant, Claudia Lehmann, Kathrin M. Moeslein
In a world moving towards services, driving service productivity is a central challenge for leaders and members of all types of organisations: for service businesses there is a clear need to be “productive”, but it is far less clear what this exactly means. In this book, we invite you on a journey that explores the ways, tools and options for driving service productivity. We take an innovator’s perspectives and look at the tricky challenge of service productivity as a landscape of options for designing the future of services. Case examples, from the airport, hotel, healthcare, and professional service industry, offer insights in the methods used and approaches taken in business practice. Research results provide food for thought and valuable advice on the path towards superior service productivity. Throughout the book we also listen to the views and advices of interviewed experts from academia as well as business practice on how to drive service productivity. A forecast on how service productivity and service innovation might evolve in the future provides us – and hopefully you as a reader – with the necessary food for thought to develop our own understanding of driving service productivity in different business settings. Overall, this book is not a traditional “academic product” that summarises the views of a few, but a co-created offering that profited enormously from the contributions of so many.
This volume describes how frontier efficiency methodologies such as Data Envelopment Analysis (DEA) and other techniques such as multi-criteria decision making can help service industries to improve their performance by providing a ranking of best-practice efficient service units and by identifying sources of inefficiency for each service unit. It explains how they can be used to determine potential improvement targets for each of the inefficient service units, to identify peers for each service organization and to provide a basis for continuous performance improvement. Presenting applications in a variety of industries, this book will be useful for the service management to improve service productivity, profitability, sustainability and quality and effectiveness of service deliveries. A free trial version of the World’s leading Data Envelopment Analysis Software (PIM-DEA) is available for readers of this book.
Experiments in Ethics
Author: Anthony Appiah
Publisher: Harvard University Press
Introduction: The waterless moat -- The case against character -- The case against intuition -- The varieties of moral experience -- The ends of ethics.
Controlling Design Variants
Author: Anna Ericsson, Gunnar Erixon
Publisher: Society of Manufacturing Engineers
"Introduces the concept of modular design within the product platform approach, intended to increase company efficiency while reducing costs and time to market. Companies can achieve significant advantages by separating parts that should vary to satisfy customer needs from parts that should be kept as common units. The terminology and a five-step method for creating modular product platforms are developed."--Back cover.
Author: Milan Kratochvíl, Charles Carson
Publisher: Springer Science & Business Media
A starter to the concepts of modularization and mass customization. Condensed and application-oriented approach for a broad audience in engineering, production, sales and marketing. Provides an extensive configurator evaluation checklist for future users and a supplement of business cases.
Author: Richard L. Hughes, Robert C. Ginnett, Gordon J. Curphy
Publisher: McGraw-Hill Higher Education
Leadership: Enhancing the Lessons of Experience, 7e consists of 16 chapters, four of which cover specific leadership skills and qualities covered in each of the book's four sections. Hughes, Ginnett, and Curphy draw upon three different types of literature--empirical studies; interesting anecdotes, stories and findings; and leadership skills--to create a text that is personally relevant, interesting, and scholarly. The authors' unique quest for a careful balancing act of leadership materials helps students apply theory and research to their real-life experiences. The Seventh Edition has been thoroughly updated in virtually every chapter.
In this substantially revised and updated edition of his 1986 business classic, Creating Shareholder Value, Alfred Rappaport provides managers and investors with the practical tools needed to generate superior returns. The ultimate test of corporate strategy, the only reliable measure, is whether it creates economic value for shareholders. After a decade of downsizings frequently blamed on shareholder value decision making, this book presents a new and indepth assessment of the rationale for shareholder value. Further, Rappaport presents provocative new insights on shareholder value applications to: (1) business planning, (2) performance evaluation, (3) executive compensation, (4) mergers and acquisitions, (5) interpreting stock market signals, and (6) organizational implementation. Readers will be particularly interested in Rappaport's answers to three management performance evaluation questions: (1) What is the most appropriate measure of performance? (2) What is the most appropriate target level of performance? and (3) How should rewards be linked to performance? The recent acquisition of Duracell International by Gillette is analyzed in detail, enabling the reader to understand the critical information needed when assessing the risks and rewards of a merger from both sides of the negotiating table. The shareholder value approach presented here has been widely embraced by publicly traded as well as privately held companies worldwide. Brilliant and incisive, this is the one book that should be required reading for managers and investors who want to stay on the cutting edge of success in a highly competitive global economy.
Author: Robert E. Markland, Shawnee K. Vickery, Robert A. Davis
Publisher: South-Western Pub
This text focuses on the major themes shaping the field of operations management: international operations; service operations; quality and continuous improvement; strategy; use of computers and other technologies in OM; and environmental issues.