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El. knyga: Service Science

4.25/5 (8 ratings by Goodreads)
(University of Michigan)
  • Formatas: PDF+DRM
  • Išleidimo metai: 15-Jul-2011
  • Leidėjas: John Wiley & Sons Inc
  • Kalba: eng
  • ISBN-13: 9780470877869
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Service ScienceDidesnis paveikslėlis
  • Formatas: PDF+DRM
  • Išleidimo metai: 15-Jul-2011
  • Leidėjas: John Wiley & Sons Inc
  • Kalba: eng
  • ISBN-13: 9780470877869
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Daskin (industrial and operations engineering, U. of Michigan-Ann Arbor) offers students tools and background needed to analyze and improve the provision of services in the economy. He pivots on the two core methodologies of optimization and queuing modeling, introducing the essentials of each for students who have not studied them before. Then he shows how to apply them to location and districting problems in services; inventory decisions; resource allocation problems and decisions; short-term workforce scheduling; long-term workforce planning; priority services, call center design, and customer scheduling; vehicle routing and services; and further methodologies and applications. Annotation ©2011 Book News, Inc., Portland, OR (booknews.com)

A comprehensive treatment on the use of quantitative modeling for decision making and best practices in the service industries

Making up a significant part of the world economy, the service sector is a rapidly evolving field that is relied on to dictate the public's satisfaction and success in various areas of everyday life, from banking and communications to education and healthcare. Service Science provides managers and students of the service industries with the quantitative skills necessary to model key decisions and performance metrics associated with services, including the management of resources, distribution of goods and services to customers, and the analysis and design of queueing systems.

The book begins with a brief introduction to the service sector followed by an introduction to optimization and queueing modeling, providing the methodological background needed to analyze service systems. Subsequent chapters present specific topics within service operations management, including:

  • Location modeling and districting
  • Resource allocation problems
  • Short- and long-term workforce management
  • Priority services, call center design, and customer scheduling
  • Inventory modeling
  • Vehicle routing

The author's own specialized software packages for location modeling, network optimization, and time-dependent queueing are utilized throughout the book, showing readers how to solve a variety of problems associated with service industries. These programs are freely available on the book's related web site along with detailed appendices and online spreadsheets that accompany the book's "How to Do It in Excel" sections, allowing readers to work hands-on with the presented techniques.

Extensively class-tested to ensure a comprehensive presentation, Service Science is an excellent book for industrial engineering and management courses on service operations at the upper-undergraduate and graduate levels. The book also serves as a reference for researchers in the fields of business, management science, operations research, engineering, and economics.

This book was named the 2010 Joint Publishers Book of the Year by the Institute of Industrial Engineers.

Recenzijos

"The book is well written and very easy to follow. The reviewer highly recommends the book to be considered as a textbook for courses on service operations at the senior-undergraduate and graduate levels." (A Journal for the Worldwide Service Science Community, 2011)  

Daugiau informacijos

Winner of Institute of Industrial Engineers Joint Publishers Book of the Year 2010 (United States).
List of Figures xi
List of Tables xxi
Preface xxv
Acknowledgments xxix
1 Why Study Services?
1(26)
1.1 What Are Services?
1(5)
1.2 Services as a Percent of the Economy
6(4)
1.3 Public versus Private Service Delivery
10(1)
1.4 Why Model Services?
11(2)
1.5 Key Service Decisions
13(3)
1.6 Philosophy about Models
16(6)
1.7 Outline of the Book
22(3)
1.8 Problems
25(1)
References
26(1)
Part I Methodological Foundations 27(156)
2 Optimization
29(82)
2.1 Introduction
30(1)
2.2 Five Key Elements of Optimization
31(3)
2.3 Taxonomy of Optimization Models
34(3)
2.4 You Probably Have Seen One Already
37(4)
2.5 Linear Programming
41(19)
2.6 Special Network Form
60(5)
2.7 Integer Problems
65(15)
2.8 Multiple Objective Problems
80(21)
2.9 Mark's Ten Rules of Formulating Problems
101(5)
2.10 Problems
106(2)
References
108(3)
3 Queueing Theory
111(72)
3.1 Introduction
111(8)
3.2 What Is Queueing Theory?
119(3)
3.3 Key Performance Metrics for Queues and Little's Law
122(2)
3.4 A Framework for Markovian Queues
124(29)
3.5 Key Results for Non-Markovian Queues
153(2)
3.6 Solving Queueing Models Numerically
155(15)
3.7 When Conditions Change Over Time
170(5)
3.8 Conclusions
175(1)
3.9 Problems
176(6)
References
182(1)
Part II Application Areas 183(394)
4 Location And Districting Problems In Services
185(100)
4.1 Example Applications
186(3)
4.2 Taxonomy of Location Problems
189(14)
4.3 Covering Problems
203(23)
4.4 Median Problems—Minimizing the Demand-Weighted Average Distance
226(10)
4.5 Multi-Objective Models
236(8)
4.6 Districting Problems
244(18)
4.7 Franchise Location Problems
262(8)
4.8 Summary and Software
270(1)
4.9 Problems
271(10)
References
281(4)
5 Inventory Decisions In Services
285(56)
5.1 Why Is Inventory in a Service Modeling Book?
285(2)
5.2 EOQ—A Basic Inventory Model
287(5)
5.3 Extensions of the EOQ Model
292(12)
5.4 Time-Varying Demand
304(6)
5.5 Uncertain Demand and Lead Times
310(6)
5.6 Newsvendor Problem and Applications
316(8)
5.7 Summary
324(1)
5.8 Problems
325(14)
References
339(2)
6 Resource Allocation Problems And Decisions In Services
341(36)
6.1 Example Resource Allocation Problems
342(4)
6.2 How to Formulate an Assignment or Resource Allocation Problem
346(4)
6.3 Infeasible Solutions
350(8)
6.4 Assigning Students to Freshman Seminars
358(5)
6.5 Assigning Students to Intersession Courses
363(6)
6.6 Improving the Assignment of Zip Codes to Congressional Districts
369(3)
6.7 Summary
372(1)
6.8 Problems
373(2)
References
375(2)
7 Short-Term Workforce Scheduling
377(38)
7.1 Overview of Scheduling
377(3)
7.2 Simple Model
380(5)
7.3 Extensions of the Simple Model
385(5)
7.4 More Difficult Extensions
390(4)
7.5 Linking Scheduling to Service
394(10)
7.6 Time-Dependent Queueing Analyzer
404(2)
7.7 Assigning Specific Employees to Shifts
406(2)
7.8 Summary
408(1)
7.9 Problems
409(4)
References
413(2)
8 Long-Term Workforce Planning
415(44)
8.1 Why Is Long-Term Workforce Planning an Issue?
416(2)
8.2 Basic Model
418(3)
8.3 Grouping of Skills
421(6)
8.4 Planning over Time
427(5)
8.5 Linking to Project Scheduling
432(14)
8.6 Linking to Personnel Training and Planning in General
446(3)
8.7 Simple Model of Training
449(3)
8.8 Summary
452(2)
8.9 Problems
454(4)
References
458(1)
9 Priority Services, Call Center Design, And Customer Scheduling
459(56)
9.1 Examples
459(5)
9.2 Priority Queueing for Emergency and Other Services
464(11)
9.3 Call Center Design
475(17)
9.4 Scheduling in Services
492(10)
9.5 Summary
502(2)
9.6 Problems
504(8)
References
512(3)
10 Vehicle Routing And Services
515(52)
10.1 Example Routing Problems
516(1)
10.2 Classification of Routing Problems
517(1)
10.3 Arc Routing
518(9)
10.4 The Traveling Salesman Problem
527(21)
10.5 Vehicle Routing Problems
548(9)
10.6 Summary
557(3)
10.7 Problems
560(4)
References
564(3)
11 Where To From Here?
567(10)
11.1 Introduction
568(1)
11.2 Other Methodologies
568(4)
11.3 Other Applications in Services
572(3)
11.4 Summary
575(1)
References
575(2)
Index 577
MARK S. DASKIN, PhD, is Clyde W. Johnson Collegiate Professor and Chair of the Department of Industrial and Operations Engineering at the University of Michigan. A Fellow of both the Institute for Operations Research and the Management Sciences (INFORMS) and the Institute of Industrial Engineers (IIE), he has published extensively in his areas of research interest, which include supply chain network design, supply chain reliability, location modeling, healthcare operations research, and service operations management. Dr. Daskin is past-president of INFORMS and a past editor-in-chief of both Transportation Science and IIE Transactions. He is the author of Network and Discrete Location: Models, Algorithms, and Applications, also published by Wiley.
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