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What you need to know to engineer the global service economy. As customers and service providers create new value through globally interconnected service enterprises, service engineers are finding new opportunities to innovate, design, and manage the service operations and processes of the new service-based economy. Introduction to Service Engineering provides the tools and information a service engineer needs to fulfill this critical new role. The book introduces engineers as well as students to the fundamentals of the theory and practice of service engineering, covering the characteristics of service enterprises, service design and operations, customer service and service quality, web-based services, and innovations in service systems. Readers explore such key aspects of service engineering as: The role of service science in developing a smarter planet Service enterprises, including: enterprise value creation, architecture of service organizations, service enterprise modeling, and the application of methods of systems engineering to services Service design, including collaborative e-service systems and the new service development process Service operations and management, including service call centers Service quality, from design operations to customer relations Web-based services and technology in the global e-organization Innovation in service systems from service engineering to integrative solutions, service-oriented architecture solutions, and technology transfer streams With chapters written by fifty-seven specialists and edited by bestselling authors Gavriel Salvendy and Waldemar Karwowski, Introduction to Service Engineering uses numerous examples, problems, and real-world case studies to help readers master the knowledge and the skills required to succeed in service engineering.
"Introduction to Product/Service-System Design" contains a collection of practical examples demonstrating how to design a PSS in industry. These recent examples are the results of applying various theories developed in different countries and therefore accommodating diverse cultural differences. Providing a useful overall guide to the state of the art in theory and practice, each chapter covers the cutting edge of a different methodology or practice. The book’s focus on design is also evident in the discussion of how to anticipate and utilize the various dynamics within each dimension. "Introduction to Product/Service-System Design" will help improve working processes and inspire creative thinking for the wide range of people involved in designing a PSS: designers, marketing professionals, sales staff, production engineers, and service engineers. It can also serve as a reference book for university students on advanced courses.
The overwhelming majority of a software system’s lifespan is spent in use, not in design or implementation. So, why does conventional wisdom insist that software engineers focus primarily on the design and development of large-scale computing systems? In this collection of essays and articles, key members of Google’s Site Reliability Team explain how and why their commitment to the entire lifecycle has enabled the company to successfully build, deploy, monitor, and maintain some of the largest software systems in the world. You’ll learn the principles and practices that enable Google engineers to make systems more scalable, reliable, and efficient—lessons directly applicable to your organization. This book is divided into four sections: Introduction—Learn what site reliability engineering is and why it differs from conventional IT industry practices Principles—Examine the patterns, behaviors, and areas of concern that influence the work of a site reliability engineer (SRE) Practices—Understand the theory and practice of an SRE’s day-to-day work: building and operating large distributed computing systems Management—Explore Google's best practices for training, communication, and meetings that your organization can use
Edited by Jussi Kantola, the founding faculty member of the world's first university Knowledge Service Engineering Department at Korea Advanced Institute of Science and Technology, and Waldemar Karwowski from the Department of Industrial Engineering and Management Systems at UCF, Knowledge Service Engineering Handbook defines what knowledge service
This resource focuses on the principles, modeling, standards, devices, and technologies of rehabilitation engineering and assistive technology. It describes numerous design models and processes, including participatory action design and service delivery models. The book also discusses the components of devices such as cushions, wheelchairs, prostheses, orthoses, hearing aids, and TTYs. The contributors assess industry standards and explore innovative technology aids, such as sensors, robot-assisted therapy, and speech recognition software. The text contains a set of learning objectives and study questions in each chapter as well as a list of definitions at the end of the book.
This introduction to software systems engineering shows how to integrate efficient tools for software engineering into a complete systems-design methodology. The theme is improvement of software productivity via the methods, design methodologies, and management approaches of systems engineering. Covered are rapid prototyping, reusability constructs, knowledge-based systems for software development, interactive support-system environments, and systems management.
This thoroughly up-dated fourth edition of David Chadderton's text provides study materials in the fields of construction, architectural, surveying and energy engineering.
ENGINEERING DESIGN: AN INTRODUCTION, 2E, International Edition features an innovative instructional approach emphasizing projects and exploration as learning tools. This engaging book provides an overview of the basic engineering principles that shape our modern world, covering key concepts within a flexible, two-part format. Part I describes the process of engineering and technology product design, while Part II helps develop specific skill sets needed to understand and participate in the process. Opportunities to experiment and learn abound, with projects ranging from technical drawing to designing electrical systems--and more. With a strong emphasis on project-based learning, the book is an ideal resource for anyone interested in preparing for success in an engineering career.
An introduction to the field for beginning engineering students, offering an historical perspective and information on technical careers in disciplines such as automotive, chemical, ceramic, materials, and petroleum engineering. Emphasizes the importance of social and political awareness and ethics
Breeden's experience in sales growth through customer centric experiences and the role field service engineers become as trusted advisors is introduced with practical how to steps. A business guide to the field service industry! Expert Bruce A. Breeden explains his exclusive Field Service 7(SM) program, which defines tools to help field engineers (FSEs) and provides tips and tricks for the field service industry. He offers action items at the end of each chapter so that you can effectively and efficiently implement these new skills. The author presents his GRIP methodology, which explores how to interact with customers and maximize your business organization's results as a trusted advisor-thus leading to brand loyalty and satisfaction. Breeden's real-life success stories are guaranteed to inspire new and progressing FSEs into going the extra mile to maximize business performance. Learn what it takes to thrive in the booming field service industry with a veteran who wants to help you get started, succeed, and thrive!