Service Systems Management and Engineering

C. M. CHANG is on the faculty of the Department of Industrial and Systems Engineering at the State University of New York at Buffalo in Buffalo, New York.

• Preface xxiAcknowledgments xxixChapter 1 Introduction 11.1 Introduction 11.2 Services versus Products 11.3 Service Sectors 71.4 System-Integrative View of Service Enterprises 101.5 Service Systems Engineering 141.6 Skill Sets for Service Systems Professionals 181.7 Roles of Technologists versus Managers/Leaders 231.8 Preparation of Service Systems Engineers/Leaders 251.9 Challenges in the New Millennium 271.10 Conclusions 271.11 References 281.12 Appendices 291.13 Questions 37Part I The Functions of Engineering Management 39Chapter 2 Planning 412.1 Introduction 412.2 New Business Technology Trends 412.3 Types of Planning 432.4 Strategic Planning 442.5 Participants in the Planning Process 522.6 Planning Roles of Engineering Managers 532.7 Tools for Planning 552.8 Planning Activities 602.9 Some Specific Advice on Planning 672.10 Planning in the Healthcare Industry 712.11 Conclusions 722.12 References 732.13 Questions 75Chapter 3 Organizing 773.1 Introduction 773.2 The Concept of Structure Following Strategy 783.3 Activities of Organizing 803.4 Organizing One’s Own Workplace for Productivity 803.5 Developing Organizational Structure 833.6 Enhancing Corporate Performance by Organizing—Examples 923.7 Cross-Functional Teams 1033.8 Delegating 1073.9 Establishing Working Relationships 1093.10 Informal Organizations 1123.11 Conclusions 1133.12 References 1143.13 Appendix—Definitions 1153.14 Questions 116Chapter 4 Leading 1194.1 Introduction 1194.2 Leading Activities 1194.3 Deciding 1204.4 Communicating 1354.5 Motivating 1394.6 Selecting Engineering Employees 1424.7 Developing People 1474.8 Special Topics on Leading 1484.9 Conclusions 1524.10 References 1534.11 Appendices 1544.12 Questions 156Chapter 5 Controlling 1615.1 Introduction 1615.2 Setting Performance Standards 1615.3 Benchmarking 1635.4 Talent Management 1675.5 Means of Control 1695.6 General Comments 1705.7 Control of Management Time 1705.8 Control of Personnel 1725.9 Control of Business Relationships 1745.10 Control of Projects 1745.11 Control of Quality 1755.12 Control of Knowledge 1845.13 Conclusions 1855.14 References 1865.15 Questions 187Part II Business Fundamental for Service Systems Engineers and Leaders 191Chapter 6 Cost Accounting and Control 1936.1 Introduction 1936.2 Service/Product Costing 1936.3 Application of ABC in Various Service Sectors 1986.4 Application of ABC in the Manufacturing Sector 2076.5 Target Costing 2116.6 Risk Analysis and Cost Estimation under Uncertainty 2116.7 Management of Overhead Costs 2236.8 Miscellaneous Topics 2236.9 Conclusions 2316.10 References 2326.11 Appendices 2346.12 Questions 249Chapter 7 Financial Accounting and Management for Service Systems Engineers 2567.1 Introduction 2567.2 Financial Accounting Principles 2577.3 Key Financial Statements 2587.4 Fundamentals of Financial Analysis 2727.5 Balanced Scorecard 2827.6 Capital Formation 2837.7 Capital Assets Valuation 2947.8 Conclusions 3087.9 References 3097.10 Appendices 3117.11 Questions 317Chapter 8 Marketing Management for Service Systems Engineers 3328.1 Introduction 3328.2 The Function of Marketing 3338.3 Market Forecast—Four-Step Process 3408.4 Market Segmentation 3428.5 Marketing Mix (Seven Ps) 3468.6 Customers 3768.7 Other Factors Affecting Marketing Success 3828.8 Conclusions 3848.9 References 3858.10 Appendices 3878.11 Questions 388Part III SSME Leadership in the New Millennium 391Chapter 9 Service Systems Management and Engineering Leaders 3959.1 Introduction 3959.2 New Competency Model for Service Leaders 3969.3 Total Leadership 4019.4 Leading Change 4029.5 Leadership Styles, Qualities, and Attributes 4039.6 Leaders and Managers 4139.7 Factors Affecting the Promotion to Manager 4159.8 Leadership Skills for the Twenty-First Century 4199.9 Unique Contributions Expected of SSME Leaders 4239.10 Career Strategies for the Twenty-First Century 4289.11 “Take Charge” to “Get Success” Formulae 4289.12 Conclusions 4309.13 References 4309.14 Appendices 4329.15 Questions 436Chapter 10 Ethics in Service Systems Management and Engineering 43910.1 Introduction 43910.2 Ethics in the Workplace 44210.3 Guidelines for Making Tough Ethical Decisions 45110.4 Corporate Ethics Programs 45410.5 Affirmative Action and Workforce Diversity 45710.6 Global Issues of Ethics 45910.7 Philosophical Approach of Addressing Ethics Issues 46810.8 Conclusions 46810.9 References 46910.10 Questions 471Chapter 11 Knowledge Management 47511.1 Introduction 47511.2 Basics of Knowledge Management (KM) 47511.3 Management of KM Programs 48611.4 Knowledge Management Practices in Service and Manufacturing Sectors 48911.5 New Frontiers of Knowledge Management 49911.6 Conclusions 50011.7 References 50111.8 Questions 503Chapter 12 Innovations in Services 50512.1 Introduction 50512.2 Creativity and Creative Thinking Strategies 50512.3 Fundamentals of Innovation 51912.4 Innovation Management 52812.5 Selected Innovation Practices in the Service Sectors 53812.6 Conclusions 54312.7 References 54312.8 Appendices 54612.9 Questions 552Chapter 13 Operational Excellence—Lean Six Sigma, Web-Based Applications, and SOA 55413.1 Introduction 55413.2 The New Revolution in Productivity 55513.3 Lean Six Sigma for Services—The SERVICE Model 55813.4 Internet-based Applications for Service Management 56113.5 Web Services 58513.6 Service-oriented Architecture (SOA) 58613.7 Conclusions 59413.8 References 59513.9 Questions 597Chapter 14 Globalization 59914.1 Introduction 59914.2 Global Trade and Commerce 60014.3 The Great Philosophical Debate about Globalization 61014.4 New Opportunities Offered by Globalization 61314.5 Preparation for Globalization 61814.6 Past Practices Related to Globalization 63014.7 Developing Global Strategies for Service Businesses 63314.8 Future Trends 63414.9 The Global Challenges Ahead 64114.10 Conclusions 65014.11 Summary Remarks for the Text 65114.12 References 65514.13 Questions 658Appendix: Selected Cases Relevant to Service Systems Management and Engineering 661Index 667