Fitzsimmons-Fitzsimmons·Service Management，Fourth Edition 1
Ⅰ.Understanding Services 1
1.The Role of Services in an Economy 1
2.The Nature of Services 14
Ⅱ.Designing the Service Enterprise 33
6.Service Quality 33
Ⅰ.Understanding Services 71
3.Service Strategy 71
Ⅱ.Designing the Service Enterprise 98
4.New Service Development 98
Stevenson·Operations Management，Eighth Edition 127
Ⅲ.System Design 127
7.Design of Work Systems 127
7S.Learning Curves 166
Fitzsimmons-Fitzsimmons·Service Management，Fourth Edition 177
Ⅱ.Designing the Service Enterprise 177
8.Service Facility Location 177
Chase-Jacobs-Aquilano·Operations Management for Competitive Advantage，10th Ed. 206
Ⅰ.Operations Strategy and Managing Change 206
3.Project Management 206
Fitzsimmons-Fitzsimmons·Service Management，Fourth Edition 240
Ⅱ.Designing the Service Enterprise 240
7.E-Service 240
Stevenson·Operations Management，Eighth Edition 254
Ⅲ.System Design 254
6S.Linear Programming 254
Davis-Aquilano-Chase·Fundamentals of Operations Management，Fourth Edition 285
9.Forecasting 285
Text 285
Stevenson·Operations Management，Eighth Edition 331
Ⅴ.Inventorv Management and Scheduling 331
11.Inventory Management 331
Chase-Jacobs-Aquilano·Operations Management for Competitive Advantage，10th Ed. 390
Ⅳ.Planning and Controlling the Supply Chain 390
16.Operations Scheduling 390
Stevenson·Operations Management，Eighth Edition 417
Ⅴ.Inventory Management and Scheduling 417
13.MRP and ERP 417
Fitzsimmons-Fitzsimmons·Service Management，Fourth Edition 459
Ⅳ.Toward World-Class Service 459
15.Productivity and Quality Improvement 459
Back Matter 505
Appendix A：Areas of Standard Normal Distribution 505