Service Systems Management and Engineering [精裝] (服務系統管理與工程：差異化戰略與卓越運營的實施——新千年的挑戰)

內容簡介

The overall goal of this text book is to assist in training future service systems engineers and enables them to become more effective in contributing to the needs in strategic differentiation and operational excellence of service enterprises. The ideal of T-Personality of service systems engineers has been proposed by IBM (one of the most agressive backers of service engineering and management curriculums). T-personality service engineers would possess broad perspectives and collaborative skills (the horizontal part of the T ), to manage teams, projects, and programs and to collaborate with other professionals, as well as have in-depth training and experience in selected technology fields, such as computer-IT related disciplines (the vertical part of the T ). The specific objective of this proposed text is to prepare service engineers to acquire the horizontal part of the T-personality. The proposed text contains a number of unique features. It addresses the broad based concepts, skills and capabilities in twelve categories, including creative thinking and innovations in services, knowledge management and globalization. Suitable best practices in the service industries as well as business cases will be exhaustively illustrated and discussed. The book will enable service systems engineers to become much more valuable to service industries, as it emphasizes the broadened perspectives, knowledge and skills required to strengthen the horizontal part of the T.