상세정보

In real-life scenarios, service management involves complex decision-making processes usually affected by random or stochastic variables. Under such uncertain conditions, the development and use of robust and flexible strategies, algorithms, and methods can provide the quantitative information necessary to make better business decisions. Decision Making in Service Industries: A Practical Approach explores the challenges that must be faced to provide intelligent strategies for efficient management and decision making that will increase your organization’s competitiveness and profitability.

The book provides insight and understanding into practical and methodological issues related to decision-making processes under uncertainty in service industries. It examines current and future trends regarding how these decision-making processes can be efficiently performed for better design of service systems by using probabilistic algorithms as well as hybrid and simulation-based approaches.

Traditionally, many quantitative tools have been developed to make decisions in production companies. This book explores how to use these tools for making decisions inside service industries. Thus, the authors tackle strategic, tactical, and operational problems in service companies with the help of suitable quantitative models such as heuristic and metaheuristic algorithms, simulation, or queuing theory.

Generally speaking, decision making is a hard task in business fields. Making the issue more complex, most service companies’ problems are related to the uncertainty of the service demand. This book sheds light on these types of decision problems. It provides studies that demonstrate the suitability of quantitative methods to make the right decisions. Consequently, this book presents the business analytics needed to make strategic decisions in service industries.

Providing insight and understanding of practical and methodological issues related to decision-making processes under uncertainty conditions in the service industries, this book integrates decision-making tools with real-world examples to present world-wide best practices as well as theoretical and applied strategies such as the use of hybrid and stochastic algorithms. It discusses emerging tendencies regarding decision-support systems and information systems to support decision-making in real scenarios and includes up-to-date research on how probabilistic algorithms and simulation-based approaches are changing experiences and practices in service management.

정보제공 :

Section 1 Services and Decision Making
Stochastic Decision Making in Information Technology Services Delivery, Aliza R. Heching and Mark S. Squillante
Simulation-Based Studies on Dynamic Sourcing of Customers under Random Supply Disruptions, Sanad H. Liaquat, Pragalbh Srivastava, and Lian Qi
Customer Perceptions of Quality and Service System Design, George N. Kenyon and Kabir C. Sen
Data Mining and Quality in Service Industry: Review and Some Applications, Teresa Oliveira, Amilcar Oliveira, and Alejandra Perez-Bonilla
Software for Solving Real Service-Management Problems, Elena Perez-Bernabeu, Horia Demian, Miguel Angel Selles, and Maria Madela Abrudan

Section 2 Decision Making in Health Services
Logistics and Retail Pharmacies: Providing Cost-Effective Home Delivery of Prescriptions, Yi-Chin Huang, Michael J. Fry, and Alex C. Lin
Improving Pharmacy Operations Using Computer Simulation, Alberto Isla, Alex C. Lin, and W. David Kelton 
Patient Prioritization in Emergency Departments: Decision Making under Uncertainty, Omar M. Ashour and Gul E. Okudan Kremer
Using Process Mapping and Capability Analysis to Improve Room Turnaround Time at a Regional Hospital, John F. Kros and Evelyn C. Brown

Section 3 Decision Making in Logistic Services
Decision Making in Logistics Outsourcing from the Standpoint of Hiring Companies, Renata Albergaria de Mello Bandeira, Luiz Carlos Brasil de Brito Mello, and Antonio Carlos Gastaud Macada
Revenue Management of Transportation Infrastructure during the Service Life Using Real Options, Hongyan Chen and Ruwen Qin
Evaluating Different Cost-Benefit Analysis Methods for Port Security Operations, Galina Sherman, Peer-Olaf Siebers, David Menachof, and Uwe Aickelin
Vehicle Routing in Service Industry Using Decision Support Systems, Buyang Cao and Burcin Bozkaya

Section 4 Decision Making in Other Service Areas
Decision Support for Information Technology (IT) Service Investments under Uncertainty, Magno Jefferson de Souza Queiroz and Jacques Philippe Sauve
An Inventory Criticality Classification Method for Nuclear Spare Parts: A Case Study, Natalie M. Scala, Jayant Rajgopal, and Kim LaScola Needy
Service Technology, Pricing, and Process Economics in Banking Competition, David Y. Choi, Uday S. Karmarkar, and Hosun Rhim
Index

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