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Service Systems Management and Engineering: Creating Strategic Differentiation and Operational Excellence

Instructor Companion Site

Table Of Contents

Chapter 1: Introduction

Chapter 2: Planning

Chapter 3: Organizing

Chapter 4: Leading

Chapter 5: Controlling

Chapter 6: Cost Accounting and Control

Chapter 7: Financial Accounting and Management for Service Systems Engineers

Chapter 8: Marketing Management for Service Systems Engineers

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—Lean Six Sigma, Web-Based Applications, and SOA

Chapter 14: Globalization

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