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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.

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человек и общество

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Service Science

Praise for the First Edition This book is refreshing to read since it takes an important topic… and presents it in a clear and concise manner by using examples that include visual presentations of the problem, solution methods, and results along with an explanation of the mathematical and procedural steps required to model the problem and work through to a solution.” —Journal of Classification Thoroughly updated and revised, Network and Discrete Location: Models, Algorithms, and Applications, Second Edition remains the go-to guide on facility location modeling. The book offers a unique introduction to methodological tools for solving location models and provides insight into when each approach is useful and what information can be obtained. The Second Edition focuses on real-world extensions of the basic models used in locating facilities, including production and distribution systems, location-inventory models, and defender-interdictor problems. A unique taxonomy of location problems and models is also presented. Featuring examples using the author’s own software—SITATION, MOD-DIST, and MENU-OKF—as well as Microsoft Office® Excel®, the book provides: • A theoretical and applied perspective on location models and algorithms • An intuitive presentation of the uses and limits of modeling techniques • An introduction to integrated location-inventory modeling and defender-interdictor models for the design of reliable facility location systems • A full range of exercises to equip readers with an understanding of the basic facility location model types Network and Discrete Location: Models, Algorithms, and Applications, Second Edition is an essential resource for practitioners in applied and discrete mathematics, operations research, industrial engineering, and quantitative geography. The book is also a useful textbook for upper-level undergraduate, graduate, and MBA courses.

Mark S. Daskin