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

A Firsthand Look at the Role of the Industrial Engineer The industrial engineer helps decide how best to utilize an organization’s resources to achieve company goals and objectives. Introduction to Industrial Engineering, Second Edition offers an in-depth analysis of the industrial engineering profession. While also providing a historical perspective chronicling the development of the profession, this book describes the standard duties performed, the tools and terminologies used, and the required methods and processes needed to complete the tasks at hand. It also defines the industrial engineer’s main areas of operation, introduces the topic of information systems, and discusses their importance in the work of the industrial engineer. The authors explain the information system concept, and the need for integrated processes, supported by modern information systems. They also discuss classical organizational structures (functional organization, project organization, and matrix organization), along with the advantages and disadvantages of their use. The book includes the technological aspects (data collection technologies, databases, and decision-support areas of information systems), the logical aspects (forecasting models and their use), and aspects of principles taken from psychology, sociology, and ergonomics that are commonly used in the industry. What’s New in this Edition: The second edition introduces fields that are now becoming a part of the industrial engineering profession, alongside conventional areas (operations management, project management, quality management, work measurement, and operations research). In addition, the book: Provides an understanding of current pathways for professional development Helps students decide which area to specialize in during the advanced stages of their studies Exposes students to ergonomics used in the context of workspace design Presents key factors in human resource management Describes frequently used methods of teaching in the field Covers basic issues relative to ergonomics and human–machine interface Introduces the five basic processes that exist in many organizations Introduction to Industrial Engineering, Second Edition establishes industrial engineering as the organization of people and resources, describes the development and nature of the profession, and is easily accessible to anyone needing to learn the basics of industrial engineering. The book is an indispensable resource for students and industry professionals.

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.

This highly illustrated reference work covers the three principal types of surface technologies that best protect engineering devices and products: diffusion technologies, deposition technologies, and other less commonly acknowledged surface engineering (SE) techniques. Various applications are noted throughout the text and additionally whole chapters are devoted to specific SE applications across the automotive, gas turbine engine (GTE), metal machining, and biomedical implant sectors. Along with the benefits of SE, this volume also critically examines SE's limitations. Materials degradation pathways - those which can and those which cannot be mitigated by SE - are rigorously explained. Written from a scientific, materials engineering perspective, this concise text is supported by high-quality images and photo-micrographs which show how surfaces can be engineered to overcome the limits of conventionally produced materials, even in complex or hostile operating environments. This book is a useful resource for undergraduate and postgraduate students as well as professional engineers.