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Service Systems Engineering and Management (Operations Research Series) 1st Edition
by A. Ravi Ravindran (Author), Paul M. Griffin (Author), Vittaldas V. Prabhu (Author)
eTextbook
$28.85 - $56.95
Hardcover
$117.92
Paperback
$59.95
Recipient of the 2019 IISE Institute of Industrial and Systems Engineers Joint Publishers Book-of-the-Year Award
This is a comprehensive textbook on service systems engineering and management. It emphasizes the use of engineering principles to the design and operation of service enterprises. Service systems engineering relies on mathematical models and methods to solve problems in the service industries. This textbook covers state-of-the-art concepts, models and solution methods important in the design, control, operations and management of service enterprises.
Service Systems Engineering and Management begins with a basic overview of service industries and their importance in today’s economy. Special challenges in managing services, namely, perishability, intangibility, proximity and simultaneity are discussed. Quality of service metrics and methods for measuring them are then discussed. Evaluating the design and operation of service systems frequently involves the conflicting criteria of cost and customer service. This textbook presents two approaches to evaluate the performance of service systems – Multiple Criteria Decision Making and Data Envelopment Analysis. The textbook then discusses several topics in service systems engineering and management – supply chain optimization, warehousing and distribution, modern portfolio theory, revenue management, retail engineering, health systems engineering and financial services.
Simulation and optimization of service system for restaurant
Wang Huan; Shi Yu-Qiang
Abstract:
Service system is analyzed, optimized and evaluated by discrete event system simulation method and classical Industrial Engineering. By analyzing element of system, process, layout and related data, simulation model of some restaurant's services system is build, and by Em-plant simulation software, bottle-neck problems of services system is found. Then improved project of services system is presented by Industrial Engineering method. In the end, result of improvement is evaluated by simulation method. The research showed that services system can be effectively optimized by combining simulation method with IE method.
Published in: 2011 IEEE 18th International Conference on Industrial Engineering and Engineering Management
