Service Operations Management

Robert Johnston, Graham Clark (Autoren)

Buch | Softcover

552 Seiten

2008 | 3rd edition
Financial Times Prentice Hall (Verlag)
978-1-4058-4732-2 (ISBN)

Infos

Written specifically to better serve the needs of students on services-orientated operations management courses.
The first European-originated book.
Operations management is set within the wider business context, recognising the impact of other management functions and covering wider issues, such as organisational culture and design, people issues, and customer relationships.
Includes international examples from different types of organizations, such as: the Internet, public and voluntary sectors, mass transport services, professional services, retailers, internet services, tourism and hospitality.
Each chapter identifies key operations management issues and provides definitions of key terms, real world illustrations, chapter summaries, case exercises, further reading and questions.

Inhalt

PART ONE: INTRODUCTION

1. Introduction to service operations management

2. The service concept

PART TWO: CUSTOMER AND SUPPLIER RELATIONSHIPS

3. Customer and supplier relationships

4. Customer expectations and satisfaction

5. Managing supply relationships

PART THREE: SERVICE DELIVERY

6. Service processes

7. Service people

8. Resource utilisation

9. Networks, technology and information

PART FOUR: PERFORMANCE MANAGEMENT

10. Performance measurement and management

11. Linking operations decisions to business performance

12. Driving operational improvement

PART FIVE: MANAGING STRATEGIC CHANGE

13. Service strategy

14. Service culture

15. Operational complexity

Produkt-Details

• Verlagsort: Harlow
• Sprache: englisch
• Maße: 188 x 244 mm
• Gewicht: 1038 g
• Themenwelt: Wirtschaft ► Betriebswirtschaft / Management ► Unternehmensführung / Management
• ISBN-10: 1-4058-4732-8 / 1405847328
• ISBN-13: 978-1-4058-4732-2 / 9781405847322
• Zustand: Neuware