Tie customer-driven strategies to service operations and process management, and sharpen your focus on creating customer value throughout your entire service organization! This comprehensive, multidisciplinary reference thoroughly covers today's most effective theories and methods for managing service organizations, drawing on innovative insights from economics, consumer behavior, marketing, strategy, and operations management. Leading experts Cengiz Haksever and Barry Render provide crucial insights into emerging service operation and supply chain topics, reinforcing key points with up-to-date case studies. Service Management contains a valuable chapter-length introduction to linear and goal programming and its services applications; and also addresses many other topics ignored by competitive texts, such as: Service SCM methods and approaches Focusing on customers and their service purchase behavior Service productivity Managing public and private nonprofit service organizations Vehicle routing and scheduling Ethical challenges to SCM Service Management will be an invaluable resource for senior and mid-level managers throughout any service organization, and for students and faculty in any graduate or upper-level undergraduate program in service management, service operations management, or operations management

IT ist das Zauberwort unserer Zeit. Viele Fragen, die sich fur Unternehmen in der globalisierten Welt stellen, finden ihre Losungen im optimierten Einsatz von IT-Technologien. Ohne IT ist es nicht mehr moglich, die fur die Uberlebensfahigkeit eines Unternehmens und dessen Erfolg notwendigen Innovationen zu erreichen. Fuhrende Experten aus einem der renommiertesten europaischen Entwicklungszentren gehen auf die wichtigsten technologischen Entwicklungen ein und erlautern deren Umsetzung fur Unternehmen im Wettbewerb. Besondere Betonung liegt dabei auf dem Aspekt der IT als Innovationsmotor. Das Buch gibt gleichzeitig einen fundierten Uberblick uber die wichtigsten IT-Technologien, die heute und in naher Zukunft in zum Einsatz kommen."

This package includes MyLab Operations Management. Students, if MyLab Operations Management is a recommended/mandatory component of the course, please ask your instructor for the course ID. MyLab Operations Management should only be purchased when required by an instructor. Instructors, contact your Pearson representative for more information. Based on the market-leading Operations Management text, this is the ideal book for those wanting a more concise introduction to the subject, focusing on essential core topics, without compromising on the authoritative, clear and highly practical approach that has become the trademark of the authors. Revised and updated to reflect the ever-changing world of operations management, the book is rooted in real-life practice with a wealth of examples and case studies from different sectors and industries around the world.

The book examines a relatively unexplored issue in supply chain risk management, which is how long companies specifically take to respond to catastrophic events of low probability but high impact. The book also looks at why such supply chain disruptions are unavoidable, and consequently, all complex supply chains are inherently at risk. The book illustrates how companies can respond to supply chain disruptions with faster responses and in shorter lead-times to reduce impact. In reducing total response time, designing solutions, and deploying a recovery plan sooner after a disruption in anticipation of such events, companies reduce the impact of disruption risk. The book also explores the basics of multiple-criteria decision-making (MCDM) and analytic hierarchy process (AHP), and how they contribute to both the quality of the financial economic decision-making process and the quality of the resulting decisions. The book illustrates through cases in the construction sector how this industry has become more complex and riskier due to the diverse nature of activities among global companies.

Port Economics is the study of the economic decisions (and their consequences) of the users and providers of port services. A port works as an "engine" for economic development. This book provides a detailed discussion of port freight service users, such as freight water and land carriers, that have their ships and vehicles serviced and their cargoes unloaded by ports, as well as passenger services such as ferry carriers which are serviced by ferry passenger ports. This text continues to enhance our understanding of port economics by exploring the economic theories, supply and demand curves, and the actual and opportunity costs relating to the carriers, shippers and passengers who use ports. This new edition has been updated throughout. This includes: An expanded discussion of container, break-bulk, dry-bulk, liquid-bulk and neo-bulk ports; An introduction of port service chains, hinterland transport chains, maritime transport chains and port multi-service congestion; A discussion of seaborne trade, dry ports, port centrality and connectivity and free trade zones. This updated and comprehensive introduction to port economics will be of benefit to students and researchers in their study of port economics and management. It is also of great importance to professionals who manage and operate ports as well as freight and passenger carriers.

The central concerns of mobilities research - exploring the broader context and human aspects of movement - are fundamental to an understanding of the maritime freight transport sector. Challenges to the environment, attempts at more sustainable practices, changes in the geoeconomic system, political power, labour, economic development and governance issues are all among the topics covered in this book. The aim of this volume is to address issues of maritime transport not only in the simple context of movement but within the mobilities paradigm. The goal is to examine negative system effects caused by blockages and inefficiencies, examine delays and wastage of resources, identify negative externalities, explore power relations and identify the winners and losers in the globalised trade system with a particular focus on the maritime network. Maritime Mobilities therefore aims to build a bridge between "traditional" maritime academic approaches and the mobilities paradigm. This volume is of great importance to those who study industrial economics, shipping industries and transport geography.

Global Sourcing im Handel ist ein h chst aktuelles und intensiv diskutiertes Thema. Die Modebranche hat als eine der ersten erkannt, dass man in diesem Bereich Prozesse noch deutlich optimieren und somit Wettbewerbsvorteile realisieren kann. Praktiker erfahren in diesem Buch aktuellste Trends in der Beschaffung der Bekleidungsbranche, finden differenzierte L sungsans tze f r ihr Unternehmen und werden entlang eines vielfach in der Praxis erprobten Verbesserungsprogramms durch den Implementierungsprozess gef hrt.

Retail supply chain consists of multiple segments from sales to distribution to finance. Retail manufacturers rely on a complicated web of suppliers. Customer demand and market competition today requires extreme efficiency from end to end. This book offers the retail supply chain executive with the tools needed for full strategic advantage. The new edition gives special attention to recent challenges, such as vast technological change, higher levels of customer personalization, and more global supply chains.

Organizations are now recognizing the importance of demand-supply integration to their growth and success. While marketing and supply chain management are an essential part of any business qualification, it is becoming increasingly essential to understand the need for integration between synergize marketing and SCM. Marketing and Supply Chain Management is among the first to synergize these two disciplines. Its holistic approach provides students with a macro-level understanding of these functions and their symbiotic relationship to one another, and demonstrates how both can be managed synergistically to the benefit of the organization. This bridge-building textbook is ideal for students of marketing, logistics, supply chain management, or procurement who want to understand the machinations of business at a macro level.

Erfolgreiches Wissensmanagement setzt voraus, dass es in die tagliche Arbeit integriert ist, wie sie durch die Geschaftsprozesse eines Unternehmens vorgegeben wird. Wissensmanagement muss deshalb als integraler Bestandteil von Geschaftsprozessen und deren Gestaltung betrachtet werden. Wissen ist fur ein Unternehmen relevant, wenn es die Geschaftsprozesse verbessert. In diesem Buch werden praxisrelevante Techniken und Vorgehensweisen beschrieben, mit deren Hilfe relevantes Wissen identifiziert, gesichert und gezielt zur Bearbeitung von Prozessaktivitaten bereitgestellt werden kann.

Improvements in the performance of a freight transport system can be achieved either through technological innovation or by using advanced planning tools. This volume includes contributions on planning which cover the following topics: - analysis of current trends in developed countries, - demand analysis and forecasting, - flows simulation and prediction, - shipment and delivery problems, - regulation problems, - investment evaluation. Papers consider such applications as warehouse location, crude oil transportation, newspaper distribution, the trucking industry, rail planning and seaport systems. Transport issues in North America and Italy are described and compared. The papers in this volume are revised versions of contributions to the International Seminar on Freight Transport Planning and Logistics held in Bressanone, Italy, in July 1987.

In order to buy well it is important to understand a few basic principles and apply a series of tools and approaches in given situations. The Buyer's Toolkit distills all the best practice tools for professional buying and negotiating into a simple, jargon-free framework that can be picked up and applied by anyone who buys. The book seeks to transform how individuals view and practise buying so they know when to influence a situation and what to do to buy well. The Buyer's Toolkit has a simple chapter layout, contains graphics and models, and a simple flow of tools through the book with an overarching framework, that glues them together. Covering different buying scenarios, understanding and defining the requirements, choosing the right deal and supplier, negotiation, managing the contract and the suppliers, fixing problems and sustainable buying, this comprehensive guide will help you boost your advantage as a buyer.

Contract management is a key management skill, yet it is underplayed in most organizations, which usually default to project management skills as a proxy for contract management skills. Whilst project management skills are equally essential, they are not the same thing. Contract Management looks at the wider contract management picture from an industrial-commercial perspective, and helps set-out typical structures and processes that assist the contract management task. The author uses diagramatic representations to depict complex ideas. Contract Management includes "learning points" in each chapter, looking at handling problems, procedural changes and enhancing commercial performance.

This text provides a general introduction to purchasing and supply - a key part of industrial/commercial management. It includes chapters on quality assurance, buying abroad, construction contracts, supplying merchandise for resale, supplying the public sector, and cost reduction in purchasing and supply.

This book analyses and proposes solutions to one of the core challenges faced in the Maintenance, Repair and Operations (MRO) supply chains in the oil and gas industry, a field that is currently impacted by low oil prices, emerging technologies and a societal transition to cleaner energies. It describes the end-to-end nature of the oil and gas supply chain, and challenges paradigms and accepted ways of working within the industry - such as wastes driven by broken interfaces, naivete regarding supply chains, and the practice that considers re-organisation to be the answer to these challenges - and identifies opportunities to shift this paradigm towards reliability and value. Moreover, the book shares the authors' front-line experience and encourages readers to consider deploying the solutions presented in their own contexts. The insights from the book's 12 modules are based on personal experiences and are industry-generic, allowing them to be transferred to other MRO supply chains. Readers are encouraged to use this book as a reference for their own supply chain transformations. The book is primarily intended for practitioners, including chief operating officers, chief financial officers, chief supply chain officers, engineers and heads of procurement, purchasing, operations, and materials management.

Your one-stop reference for entering the global logistics environment Global Logistics for Dummies is an operational-level reference and overview for those manufacturers, businesses, product distributors, providers of logistics services, humanitarian and disaster relief responders and logisticians on both ends of a global chain who are considering entry in or have recently embarked on entering the global logistics chain/market. Easy to follow and packed with tons of helpful information, it serves as a springboard to larger texts for more detailed information. Beginning with an introduction to both the "whats" and "whys" of global logistics, the book sheds light on how global logistics demands the involvement of not only all elements of the logistics enterprise - e.g., design, logistics engineering, supply, storage/distribution, maintenance, transportation, returns/re-manufacturing, etc. - but also all elements of the business enterprise. In no time, it'll get you up to speed on the whole-enterprise logistics elements that should be considered in the decision to enter and excel in providing logistics end-items, goods, and services to a global customer. Deliver global disaster and relief logistics support Explore global manufacturing and distribution logistics Provide logistics services for foreign customers Adapt domestic logistics to foreign operating environments Written by a team of SOLE - The International Society of Logistics credentialed practitioners and academicians, Global Logistics for Dummies makes it easier than ever to succeed in this ever-growing field.

Projects are inherently risky, since they involve some level of uncertainty, doing something new in the target environment, but the percentage of projects seen as a success is still disappointingly low, especially for IT projects. The 'Iron Triangle' of time/cost/quality suggests that all three aspects are equal, but with quantitative methods for monitoring project performance, the focus is primarily on managing cost and time. This book seeks to redress the balance, explaining the rationale and benefits of focusing more on quality (fitness for purpose and conformance to requirements) before detailing a range of tools and techniques to support rebalancing the management of projects, programmes and portfolios. It shows how managing project quality actively can reduce costs through minimising wastage, and reduce delays through avoiding rework, leading to improved project success rates and customer satisfaction.

In Understanding and Negotiating EPC Contracts, Volume 1, Howard M. Steinberg presents a practical and comprehensive guide to understanding virtually every aspect of engineering, procurement and construction (EPC) contracts for infrastructure projects. The 25 chapters in Volume 1 are supplemented with real-life examples and court decisions, and offer tactical advice for anyone who must negotiate or understand EPC contracts in connection with the implementation, financing or operation of infrastructure projects. Emphasizing current market practices and strategic options for risk sharing, the book contains a narrative explanation of the underpinning of all of the issues involved in EPC contracting. Exhaustive in scope, it clarifies the fundamental commercial principles and pitfalls of "turnkey" contracting for all types of capital investments ranging from electrical and thermal power generation (including combined heat and power, nuclear, wind, solar, natural gas and coal) to refining, to chemical processing to LNG liquefaction and re-gasification to high speed rail, bridging, tunneling and road building. Providing clear and thorough analyses of the issues and challenges, this volume will be of great value to all those involved in complex construction projects.

Today, one of the top priorities of an organization's modern corporate strategy is to portray itself as socially responsible and environmentally sustainable. As a focal point of sustainability initiatives, green supply chain management has emerged as a key strategy that can provide competitive advantages with significant parallel gains for company profitability. In designing a green supply chain, the intent is the adoption of comprehensive and cross-business sustainability principles, from the product conception stage to the end-of-life stage. In this context, green initiatives relate to tangible and intangible corporate benefits. Sustainability reports from numerous companies reveal that greening their supply chains has helped reduce operating cost, thus boosting effectiveness and efficiency while increasing sustainability of the business. Green Supply Chain Management provides a strategic overview of sustainable supply chain management, shedding light on the theoretical background and key principles of the topic. Specifically, this book covers various thematic areas including benefits and impact of green supply chain management; enablers and barriers on supply chain operations; inbound and outbound logistics considerations; and production, packaging and reverse logistics under the notion of "greening". The ultimate aim of this textbook is to highlight the challenges in the implementation of green supply chain management in modern companies and to provide a roadmap for decision-making in real-life cases. Combining chapter summaries and discussion questions, this book provides an accessible and student-friendly introduction to green supply change management and will be of great interest to students, scholars and practitioners in the fields of sustainable business and supply chain management.

On the evidence of the authors of Advances in Project Management: Narrated Journeys in Unchartered Territory, there is a sea change coming. That change will affect the way projects are perceived, lead and governed, particularly in the context of the wider organisation to which they belong; whether that is in the public, private or not-for-profit sectors. Many organisations have struggled to apply the traditional models of project management to their new projects in the global environment. Anecdotal and evidence-based research confirms that projects continue to fail at an alarming rate. A major part of the build-up to failure is often the lack of adequate project management knowledge and experience. Advances in Project Management covers key areas of improvement in understanding and project capability further up the management chain; amongst strategy and senior decision makers and amongst professional project and programme managers. This collection, drawn from some of the world's leading practitioners and researchers and compiled by Professor Darren Dalcher of the National Centre for Project Management, provides those people and organisations who are involved with the developments in project management with the kind of structured information, new approaches and novel perspectives that will inform their thinking and their practice and improve their decisions.

Alpha-Versionen sind Lehrbucher, Gesetze, Hochglanzprospekte, Aktienneuemissionsanzeigen, Regierungserklarungen. Dahinter ist das Reale. Hinter den Lehrbuchern die vorlesende Forscherpersonlichkeit, hinter dem Prospekt der Rat des erfahrenen Fachverkaufers. Alpha-Versionen meiden Urteile, Meinungen und Leidenschaftlichkeit. Dieses Buch ist kompromisslos beta. Hier werden die schnellen Veranderungen der Informationsgesellschaft mit dem einhergehenden taglichen Wahnsinn aus moglichen und unmoglichen Perspektiven aufs Korn genommen - und wo es nicht anders geht, wird das zu arg Provozierende in Schwarzhumorsatire geniessbar gemacht ("Nicht nur zur Neujahrszeit" oder "Das Ende der DGeneration").Das Buch enthalt die bisherigen Texte der "Kult"-Kolumne Beta-inside (Informatik-Spektrum) des "Wild Duck" Autors, erganzt um Satiren, die eher "das Schonste" am Buche sind. Die Neuauflage wurde um ein Nachwort des Autors erweitert

'Supply Chain Management Workbook' provides an overview of the supply chain process and addresses the key aspects involved in a supply chain. A checklist is included to enable an assessment of a company's procedures and the facilities it offers. By working through this list of questions the weaknesses in the management of the supply chain can be identified and subsequently addressed. The combination of theoretical underpinning along with a means of self evaluation results in a practical guide which will be invaluable for companies wishing to improve their supply chain management. Published in Association with The Institute of Operations Management, http://www.iomnet.org.uk.

Logistics: Principles & Practice is a general introduction to the subject. This specialized field is fast moving - fulfilling orders on time is of crucial importance in the modern age of internet economy and just-in-time production. Besides dealing with the logistics of purchasing, production and distribution, the book also examines common ground with marketing, quality and production design. This integrated approach ensures that important topics such as e-business, CRM, process design, E-procurement, enterprise resource planning and E-logistics are given prominent coverage. This textbook can be used as core reading for all students of logistics and operations management.

Global Contract Logistics looks at what a contracting professional should be doing. The scope begins well before the award of a contract and doesn't end until the benefits of the acquisition have been realised, long after the deliverables arrive in a box on a loading dock.

In Global Contract Logistics, Steven Morgan tackles the growing complexity of contracting in a technologically accelerating world. He looks at the common errors and disappointments that have been experienced in past procurement undertakings. The ten phases of a successful acquisition are examined in depth.

Global Contract Logistics includes real life examples drawn from the Ministry of Defence, Heathrow Airport, the Olympics Authority, Cross Rail, the Institute of Civil Engineers, the U.S. Defence Acquisition University, the Defence Academy in Swindon, shipbuilders and construction managers including those involved in building nuclear power plants.