×

Uh-oh, it looks like your Internet Explorer is out of date.

For a better shopping experience, please upgrade now.

Service Operations Management: Improving Service Delivery / Edition 4
     

Service Operations Management: Improving Service Delivery / Edition 4

by Robert Johnston, Graham Clark, Michael Shulver
 

See All Formats & Editions

ISBN-10: 0273740482

ISBN-13: 9780273740483

Pub. Date: 10/23/2012

Publisher: Pearson

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

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.

Product Details

ISBN-13:
9780273740483
Publisher:
Pearson
Publication date:
10/23/2012
Edition description:
Illustrate
Pages:
488
Sales rank:
504,428
Product dimensions:
5.10(w) x 7.90(h) x 0.90(d)

Related Subjects

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

Customer Reviews

Average Review:

Post to your social network

     

Most Helpful Customer Reviews

See all customer reviews