Service Analytics and Management

This book intends to cover key issues on service strategy, planning, design, and delivery. The book is divided into six parts. The first part provides an introduction to the context of services and discusses the issues and complexities involved in managing services. The second part deals with the design of services. This includes issues specific to service capacity management, service project management and service supply chain management. The third part will help the readers to understand various issues in service resource planning. Typically, this includes Demand Forecasting, Aggregate Planning, Service Scheduling, Service Inventory Management. Subsequently, part four covers the issues specific to service improvement. This will include service quality and six Sigma, service productivity and performance and managing people in service organizations. Part five deals with IT and Analytics in service management. This section deliberates upon IT and service management and various analytical models useful in managing services. Finally, part six includes five cases in detail for extensive and critical class discussion.