New book by Carl Chang – University at Buffalo

“Service Systems Management and Engineering: Creating Strategic Differentiation and Operational Excellence,” John Wiley (2010)

ISBN: 978-0-470-42332-5, Hardcover — the flier

Already 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 list

Contents

Chapter 1: Introduction
Part I – THE FUNCTIONS OF ENGINEERING MANAGEMENT
Chapter 2: Planning
Chapter 3: Organizing
Chapter 4: Leading
Chapter 5: Controlling
PART II – BUSINESS FUNDAMENTALS FOR SERVICE
SYSTEMS ENGINEERS AND LEADERS
Chapter 6: Cost Accounting and Control
Chapter 7: Financial Accounting and Management
Chapter 8: Marketing Management
Part III – SERVICE SYSTEMS MANAGEMENT AND
ENGINEERING LEADERSHIP IN THE NEW MILLENNIUM
Chapter 9: Service Systems Management and Engineering Leaders
Chapter 10: Ethics in Service Systems Management and
Engineering
Chapter 11: Knowledge Management
Chapter 12: Innovations in Services
Chapter 13: Operational Excellence
Chapter 14: Globalization
Appendix – Business Cases Related to Services
Index

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