Service Management Operations Strategy Information Technology Sanjeev Bordoloi 9th Edition

Service Management Operations Strategy Information Technology by Sanjeev Bordoloi is a comprehensive textbook that focuses on the important aspects of service administration. The ninth edition of this book continues to emphasize the significance of service management in the business world. The authors, drawing from their research and consulting experiences, have structured the text into four distinct parts:

1. Understanding Services: This section provides a historical context and outlines the unique characteristics of service operations.
2. Designing the Service Enterprise: Covers the design of service businesses to support competitive strategies.
3. Managing Service Operations: Explores topics such as capacity management, demand forecasting, and service supply relationships.
4. Quantitative Models for Service Management: Addresses forecasting and inventory management in service operations.

Each chapter in the book focuses on managing services for competitive advantage, highlighting the importance of continuous improvement in quality and productivity to stay competitive in a global market. The text features engaging literary style, real-world examples, and practical exercises to help readers understand and apply the concepts discussed.

The ninth edition includes new content and updates to reflect the evolving landscape of service management and technology. Some of the key updates in this edition include:

1. Introduction of new Service Benchmark in Chapter 1 featuring companies like Uber and Airbnb.
2. Exploration of topics like big data analytics and the Internet of Things (IoT) in Service Strategy (Chapter 2).
3. Discussion on disruptive technologies like blockchain and its impact on financial services in Chapter 3.
4. Extension of Lean Service topic in Chapter 7 to include value-stream mapping.
5. Coverage of omnichannel supply chain concepts in Chapter 9.
6. Illustration of day-to-day scheduling problems in Chapter 11 with a new example.
7. Interactive exercises like the Delphi exercise in Chapter 14 to engage students in forecasting activities.

For students using Connect, the book also offers a free ReadAnywhere downloadable app for iOS and Android devices. This app allows students to access the book on their smartphones or tablets, even offline. Students can download chapters, make highlights and notes, which will sync across platforms.

Overall, Service Management Operations Strategy Information Technology by Sanjeev Bordoloi provides a comprehensive and practical guide for understanding and implementing effective service management strategies in today’s competitive business environment.

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### FAQ

**1. Is this book suitable for students studying service management?**
– Yes, this book is designed for students studying service management and provides comprehensive coverage of the subject.

**2. Are there practical exercises included in the book?**
– Yes, the book includes practical exercises, solved problems, and case studies to help readers apply the concepts discussed.

**3. Can I access the book offline using the ReadAnywhere app?**
– Yes, the ReadAnywhere app allows users to download chapters for offline access on their mobile devices.

**4. Are there updates in the ninth edition of the book?**
– Yes, the ninth edition includes new content and updates to reflect the latest trends and developments in service management and technology.

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### Conclusion

Service Management Operations Strategy Information Technology by Sanjeev Bordoloi is a valuable resource for students and professionals seeking to enhance their understanding of service management operations. With its practical examples, engaging style, and emphasis on competitive advantage, this book serves as a comprehensive guide for navigating the complex world of service management. Whether you are a student learning the fundamentals of service operations or a practitioner looking to improve service delivery in your organization, this book offers insights and tools to help you succeed in the ever-evolving service industry.