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James
Fitzsimmons website: http://www.bus.utexas.edu/~fitzj/ Chapter 1:
The Role of Service in an Economy
Rate
of growth of U.S. Jobs http://stats.bls.gov/webapps/legacy/cesbtab1.htm Information
and projections on occupational distribution of US Labor Force http://www.census.gov/statab/freq/98s0673.txt Chapter 2: The Nature of Services Sloan Management Review: http://mitsloan.mit.edu/smr/index.html Harvard Business Review: http://www.hbsp.harvard.edu/products/hbr/index.html Roger
Beasley Volvo (Austin, Texas service-oriented dealership) Granite
Rock: http://www.graniterock.com/ Domino’s
Pizza: http://www.dominos.com/ Chapter 3:
Service Quality
Club
Med: http://www.clubmed.com/ The
following website is a tutorial on the SERVQUAL model and walks students
through the methods: http://www.mngt.waikato.ac.nz/depts/mnss/courses/emba/sqm/index.htm A
web page related to service quality techniques and gurus: http://www.nestadt.com.au/qua50.html An
interesting article from the American Marketing Association on The History
and Future of Service Quality Management: http://207.154.156.75/pubs/article.asp?id=40 A
slide show/outline on Quality methods: http://apu.edu/~bmccarty/curricula/mse592/kerz23/tsld001.htm One
professor’s interesting thoughts on Poka-Yoke http://www.campbell.berry.edu/faculty/jgrout/ Website
for the Quality Function Deployment Institute: The
Juran Institute: http://www.juran.com/main.html ISO
Home Page: Malcolm
Baldridge Quality Award Winners http://orl.grolier.com/ea-online/wsja/text/ch04/tables/bi008.htm ISO
9000 News Service: http://www.iso.ch/9000e/news.html Chapter 4: Service Strategy Shouldice
Hospital: http://www.shouldice.com/ Example
of differentiation: Nordstrom’s http://www.nordstrom.com/sitemenu.html The
Hartford Steam Boiler Inspection & Insurance Company Southwest
Airlines: http://www.iflyswa.com/ Service
Benchmark: Central Market: Chapter 5: New Service Development
and Process Design Pacific
Bell: http://www.pacbell.com/ An
example of a commuter cleaner: http://www.north-of-boston.com/constr/depc_ndx.htm Chapter 6:
The Supporting Facility
K-mart:
http://www.kmart.com/ Wal-mart:
http://www.wal-mart.com/ Shouldice
Hospital: http://www.shouldice.com/ McDonalds:
http://www.mcdonalds.com/ Visiting
Nordstrom’s vs. Eddie Bauer’s online experience is much like text description
of the store experience (layout and design) http://www.eddiebauer.com/home/home.html http://www.nordstrom.com/sitemenu.html Interesting
tutorial on facilities layout with graphics: http://mansci2.uwaterloo.ca/~msci432/Notes/Facilities_Layout.htm Best
Buy: http://www.bestbuy.com/ Circuit
City: http://www.circuitcity.com/ CompUSA:
http://www.compusanet.com/ Chapter 7:
Service Facility Location
Au
Bon Pain: http://go.boston.com/sites/abp14/home.html Chapter 8:
The Service Encounter
Scandinavian
Airlines: http://www.flysas.com/ ServiceMaster:
http://www.servicemaster.com/ The
Walt Disney Company: http://disney.go.com/home/homepage/today/html/index.html Amy’s
Ice Cream: http://austin.citysearch.com/E/V/AUSTX/0002/00/79/ Chapter 9:
Internet Services
Market
Maker: http://www.eBay.com/ Book
Retailer: http://www.amazon.com/ Greeting
Cards: http://www.bluemountain.com/ Medical
Advice: http://drkoop.com/ Custom
Golf Equipment: http://www.golfsmith.com/ Business
Information: http://www.hoovers.com/ Stock
Trading: http://www.E*Trade.com/ Seeds
and Plants: http://www.burpee.com/ Chapter 10:
Forecasting Demand for Services
The
Rand Corporation: http://www.rand.org/ L.L.
Bean: http://www.llbean.com/ Chapter 11: Managing Waiting
Lines Burger
King: http://www.burgerking.com/ Burger
King ex-employee complaint page: http://www.geocities.com/CapitolHill/Lobby/2645/index.html More
on Hedrick Smith (PBS documentary) More
on David H. Maister http://www.davidmaister.com/home~1.HTM The
Olive Garden: http://www.olivegarden.com/ Thrifty
Car Rental: http://www.thrifty.com/ Houston
Port Authority: http://www.portofhouston.com/ Chapter 12: Queuing Models
and Capacity Planning Xerox
Corporation: http://www.xerox.com US
West Communications: http://www.uswest.com/ Chapter 13: Managing Capacity
and Demand Additional
information on Yield Management http://www.geocities.com/WallStreet/Floor/4921/ Holiday
Inn: http://www.basshotels.com/holiday-inn SABRE
systems: http://www.sabre.com/ Ryder
System Inc.: http://www.ryder.com/ Amtrak:
http://www.amtrak.com/ American
Airlines: http://www.aa.com Chapter 14:
Managing Facilitating Goods
Data
Interchange Standards Association (for EDI): http://www.disa.org/ Genuine
Parts Company: http://www.genpt.com/ Chapter 15:
Service Supply Chain Management
Frito-Lay:
http://www.fritolay.com/ Dell
Computer: http://www.dell.com/ Chapter 16: Managing Service
Projects Boeing:
http://www.boeing.com/ Additional
information on Henry Gantt and the Gantt Chart: http://westrek.hypermart.net/scientific/scientific04.htm Additional
information on Microsoft Project http://www.microsoft.com/project/ Additional
information on Managepro for Windows: Chapter 17:
Linear Programming Applications in Services
FAQ’s
for Linear Programming http://www-unix.mcs.anl.gov/otc/Guide/faq/linear-programming-faq.html American
Red Cross: http://www.redcross.org/ Chapter 18:
Quality and Productivity Improvement
FedEx:
http://www.fedex.com/ The
Deming Institute: http://deming.org/ Florida
Power & Light: http://www.fpl.com/ Business
Guide to Reengineering Books: More
information on Data Envelopment Analysis (two sites): http://mscmga.ms.ic.ac.uk/jeb/or/dea.html http://www.emp.pdx.edu/dea/wvedea.html Chapter 18: Growth and Global
Expansion Days
Inn: http://www.daysinn.com/ctg/cgi-bin/DaysInn FedEx:
http://www.fedex.com/ USAA:
http://www.usaa.com/ The
Mayo Clinic: http://www.mayo.edu/MayoHome.html International
Franchise Association: http://www.franchise.org/ Quarterdeck:
http://www.quarterdeck.com/ More
information on GATT |
