THE WALLACE E. CARROLL SCHOOL OF MANAGEMENT
MD254: e-Service Operations Management
Spring 2003
MD254 Home
Week 9/10
Capacity Management Issues in Physical Service Environments
Assigned Readings
FITZ, Chapter 10: Forecasting and Demand for Services
FITZ, Chapter 11: Managing Waiting Lines
FITZ, Chapter 12: Queuing Models and Capacity Planning
FITZ, Chapter 13: Managing Capacity and Demand
Case Study Assignment
None.
| Keyword Legend E-SERV = E-Service: 24 Ways to Keep Your Customers … ECOM = E-Commerce Operations Management EOM = E-Operations Management FITZ = Service Management: Operations, Strategy and Information Technology |
Related Readings: For Further Information
Related Readings: Traditional (Person-to-Person) Services
Fitzsimmons & Fitzsimmons, Service Management: Operations,
Strategy, and Information Technology, Irwin/McGraw-Hill, 2001, Chapter
12 ("Queueing Models and Capacity Planning"), Chapter 13
("Managing Capacity and Demand")
Haksever, et al., Service Management and Operations, Prentice Hall,
2000, Chapter 11 ("Managing Demand and Supply in Services"),
Chapter 15 ("Forecasting Demand for Services")