Service Systems Management and Engineering: Creating Strategic Differentiation and Operational Excellence

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 globalizationMaterials supplemented and enhanced by a large number of case studies and examplesSkills for successful service engineering and management to create strategic differentiation and operational excellence for service organizationsFocused 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.The book was recently awarded the 2011 Best Book Award by the International Association for Management of Technology (IAMOT.)Content: Chapter 1 Introduction (pages 1–38): Chapter 2 Planning (pages 41–76): Chapter 3 Organizing (pages 77–118): Chapter 4 Leading (pages 119–160): Chapter 5 Controlling (pages 161–190): Chapter 6 Cost Accounting and Control (pages 193–255): Chapter 7 Financial Accounting and Management for Service Systems Engineers (pages 256–331): Chapter 8 Marketing Management for Service Systems Engineers (pages 332–389): Chapter 9 Service Systems Management and Engineering Leaders (pages 395–438): Chapter 10 Ethics in Service Systems Management and Engineering (pages 439–474): Chapter 11 Knowledge Management (pages 475–504): Chapter 12 Innovations in Services (pages 505–553): Chapter 13 Operational Excellence—Lean Six Sigma, Web?Based Applications, and SOA (pages 554–598): Chapter 14 Globalization (pages 599–660):