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Service Operations Management: Improving Service Delivery, 4th edition

  • Graham Clark
  • Robert Johnston
  • Michael Shulver
Service Operations Management

ISBN-13:  9780273740483

Paperback
Free delivery
$104.99
Free delivery
$104.99

What's included

  • Paperback

    You'll get a bound printed text.

Overview

This international market-leading book, aimed at both students and practising managers, provides a comprehensive and balanced introduction to service operations management. Building on the basic principles of operations management, the authors examine the operations decisions that managers face in controlling their resources and delivering services to their customers.

Table of contents

Part 1: INTRODUCTION

1 Introducing Service Operations Management

2 Understanding the Challenges for Operations Managers

Part 2: FRAME

3 Developing and Using the Service Concept

Part 3: CONNECT

4 Understanding Customers and Relationships

5 Managing Customer Expectations and Perceptions

6 Managing Supply Networks and Supplier Relationships

Part 4: DELIVER

7 Designing the Customer Experience

8 Designing the Service Process

9 Measuring, Controlling and Managing

10 Managing People

11 Managing Service Resources

Part 5: IMPROVE

12 Driving Continuous Improvement

13 Learning from Problems

14 Learning from Other Operations

Part 6: IMPLEMENT

15 Creating and Implementing the Strategy

16 Understanding and Influencing Culture

17 Building a World-class Service Organisation

 

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Published by Pearson (April 19th 2012) - Copyright © 2012