Service Operations Management

Improving Service Delivery

Robert Johnston, Graham Clark (Autoren)

Buch | Softcover

516 Seiten

2005 | 2nd edition
Prentice Hall (Verlag)
978-0-273-68367-4 (ISBN)

Infos

Provides a comprehensive introduction to service operations management. This book offers tools, frameworks, and techniques for operational analysis and improvement and sets operations management within the wider business context. The companion website includes an instructor's manual and power point slides.

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Written for students of operations management courses on an undergraduate, MSc or MBA course, this book combines a practical approach with detailed theoretical underpinning to provide a valuable perspective on this growing area. Providing tools, frameworks and techniques for operational analysis and improvement, the text builds on the principles of operations management; examining the operations decisions that managers face in controlling their resources and in delivering services to their customers.

Inhalt

PART ONE: INTRODUCTION1. Introduction to service operations management2. The service conceptPART TWO: CUSTOMER AND SUPPLIER RELATIONSHIPS3. Customers and relationships4. Customer expectations and satisfaction5. Managing supply relationshipsPART THREE: SERVICE DELIVERY6. Service processes7. Service people8. Resource utilisation9. Networks, technology and informationPART FOUR: PERFORMANCE MANAGEMENT10. Performance measurement11. Linking operations decisions to business performance12. Driving operational improvementPART FIVE: MANAGING STRATEGIC CHANGE13. Service strategy14. Service culture15. Operational complexity

Produkt-Details

• Erscheint lt. Verlag: 3.3.2005
• Sprache: englisch
• Maße: 189 x 247 mm
• Gewicht: 998 g
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Unternehmensführung / Management
• ISBN-10: 0-273-68367-5 / 0273683675
• ISBN-13: 978-0-273-68367-4 / 9780273683674
• Zustand: Neuware