Cengiz Haksever - Service Management: An Integrated Approach to Supply Chain Management and Operations

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An Integrated Approach to Supply Chain Management and Operations

Cengiz Haksever
Barry Render

Vice President, Publisher: Tim Moore
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2013 by Cengiz Haksever and Barry Render
Published by Pearson Education, Inc.
Publishing as FT Press
Upper Saddle River, New Jersey 07458

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All rights reserved. No part of this book may be reproduced, in any form or by any means, without permission in writing from the publisher.

Printed in the United States of America

First Printing June 2013

ISBN-10: 0-13-308877-4
ISBN-13: 978-0-13-308877-9

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Library of Congress Cataloging-in-Publication Data

Haksever, Cengiz.
Service management : an integrated approach to supply chain management and operations / Cengiz
Haksever, Barry Render. 1 Edition.
pages cm
ISBN-13: 978-0-13-308877-9 (hardcover : alk. paper)
ISBN-10: 0-13-308877-4
1. Service industriesManagement. 2. Business logistics. I. Render, Barry. II. Title.
HD9980.5.H345 2013
658dc23
2013001438

This book is dedicated to
FulyaCH
and to
Donna, Charlie, and JesseBR

Cengiz Haksever is a Professor of Management Sciences at the College of Business Administration of Rider University. He received his B.S. and M.S. degrees in Industrial Engineering from Middle East Technical University in Ankara, Turkey, his M.B.A. from Texas A & M University in College Station, Texas, and his Ph.D. in Operations Research from the University of Texas in Austin.

His research interests include service management, supply chain management, operations research, operations management, quality and continuous improvement, and data envelopment analysis. Dr. Haksevers work appeared in European Journal of Operational Research, Journal of the Operational Research Society, Computers & Operations Research, Computers & Industrial Engineering, Journal of Construction Engineering and Management, International Journal of Production Economics, Journal of Small Business Strategy, Journal of Business Ethics, Education Economics, International Journal of Production Economics, International Journal of Information and Management Sciences, and Business Horizons.

He has taught courses in operations management, supply chain management, service operations management, management science, quality assurance, statistics, and regression in undergraduate and M.B.A. programs. He served as examiner and senior examiner for the New Jersey Governors Award for Performance Excellence. During the 19931994 academic year, he was a Fulbright Senior Lecturer at Marmara University in Istanbul, Turkey. At Rider University, he was awarded the Jessie H. Harper Professorship for the academic year of 20002001. Dr. Haksever served on the Editorial Advisory Board of Computers & Operations Research and was a guest editor of a special issue of the journal Data Envelopment Analysis.

Barry Render is Professor Emeritus, the Charles Harwood Professor of Operations Management, Crummer Graduate School of Business, Rollins College, Winter Park, Florida. He received his B.S. in Mathematics and Physics at Roosevelt University and his M.S. in Operations Research and Ph.D. in Quantitative Analysis at the University of Cincinnati. He previously taught at George Washington University, University of New Orleans, Boston University, and George Mason University, where he held the Mason Foundation Professorship in Decision Sciences and was Chair of the Decision Sciences Department. Dr. Render has also worked in the aerospace industry for General Electric, McDonnell Douglas, and NASA.

Professor Render has coauthored 10 textbooks for Prentice Hall, including Managerial Decision Modeling with Spreadsheets, Quantitative Analysis for Management, Service Management, Introduction to Management Science, and Cases and Readings in Management Science. Quantitative Analysis for Management, now in its eleventh edition, is a leading text in that discipline in the United States and globally. Dr. Renders more than 100 articles on a variety of management topics have appeared in Decision Sciences, Production and Operations Management, Interfaces, Information and Management, Journal of Management Information Systems, Socio-Economic Planning Sciences, IIE Solutions, and Operations Management Review, among others.

Dr. Render has been honored as an AACSB Fellow and was twice named a Senior Fulbright Scholar. He was Vice President of the Decision Science Institute Southeast Region and served as Software Review Editor for Decision Line for six years and as Editor of The New York Times Operations Management special issues for five years. From 1984 to 1993, Dr. Render was President of Management Service Associates of Virginia, Inc., whose technology clients included the FBI, the U.S. Navy, Fairfax County, Virginia, and C&P Telephone. He is currently Consulting Editor to Financial Times Press.

Dr. Render has taught operations management courses in Rollins Colleges M.B.A. and Executive M.B.A. programs. He has received that schools Welsh Award as leading professor and was selected by Roosevelt University as the 1996 recipient of the St. Claire Drake Award for Outstanding Scholarship. In 2005, Dr. Render received the Rollins College M.B.A. Student Award for Best Overall Course and in 2009 was named Professor of the Year by full-time M.B.A. students.