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Informationen zum Autor 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. Klappentext The ultimate instructional guide to achieving success in the service sectorAlready responsible for employing the bulk of the U.S. workforce, service-providing industries continue to increase their economic dominance. Because of this fact, these companies are looking for talented new service systems engineers to take on strategic and operational challenges. This instructional guide supplies essential tools for career seekers in the service field, including techniques on how to apply scientific, engineering, and business management principles effectively to integrate technology into the workplace. This book provides:* Broad-based concepts, skills, and capabilities in twelve categories, which form the "Three-Decker Leadership Architecture," including creative thinking and innovations in services, knowledge management, and globalization* Materials supplemented and enhanced by a large number of case studies and examples* Skills for successful service engineering and management to create strategic differentiation and operational excellence for service organizations* Focused training on becoming a systems engineer, a critically needed position that, according to a 2009 Moneyline article on the best jobs in America, ranks at the top of the listService Systems Management and Engineering is not only a valuable addition to a college classroom, but also an extremely handy reference for industry leaders looking to explore the possibilities presented by the expanding service economy, allowing them to better target strategies for greater achievement. Zusammenfassung Awarded the 2011 Best Book Award by the International Association for Management of Technology (IAMOT) this textbook is devised to help in training future service systems engineers and enable them to become more effective in contributing to the needs in strategic differentiation and operational excellence of service enterprises. Inhaltsverzeichnis Preface xxi Acknowledgments xxix Chapter 1 Introduction 1 1.1 Introduction 1 1.2 Services versus Products 1 1.3 Service Sectors 7 1.4 System-Integrative View of Service Enterprises 10 1.5 Service Systems Engineering 14 1.6 Skill Sets for Service Systems Professionals 18 1.7 Roles of Technologists versus Managers/Leaders 23 1.8 Preparation of Service Systems Engineers/Leaders 25 1.9 Challenges in the New Millennium 27 1.10 Conclusions 27 1.11 References 28 1.12 Appendices 29 1.13 Questions 37 Part I The Functions of Engineering Management 39 Chapter 2 Planning 41 2.1 Introduction 41 2.2 New Business Technology Trends 41 2.3 Types of Planning 43 2.4 Strategic Planning 44 2.5 Participants in the Planning Process 52 2.6 Planning Roles of Engineering Managers 53 2.7 Tools for Planning 55 2.8 Planning Activities 60 2.9 Some Specific Advice on Planning 67 2.10 Planning in the Healthcare Industry 71 2.11 Conclusions 72 2.12 References 73 2.13 Questions 75 Chapter 3 Organizing 77 3.1 Introduction 77 3.2 The Concept of Structure Following Strategy 78 3.3 Activities of Organizing 80 3.4 Organizing One's Own Workplace for Productivity 80 3.5 Developing Organizational Structure 83 3.6 Enhancing Corporate Performance by Organizing-Examples 92 3.7 Cross-Functional Teams 103 3.8 Delegating 107 3.9 Establishing Working Relationships 109 3.10 Informal Organizations 112 3.11 Conclusions 113 3.12 References 114 3.13 Appendix-Definitions 115 3.14 Questions 116 Cha...
