Service Operations Management: Improving Service Delivery / Edition 4 available in Paperback
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 dimensions:||5.10(w) x 7.90(h) x 0.90(d)|
About the Author
Robert Johnston is Professor of Operations Management at Warwick Business School.
Graham Clarkis Senior Lecturer in Operations Management at Cranfield School of Management and Director of the Executive MBA Programme.
Michael Shulver is a Senior Teaching Fellow in the Operations Management Group at Warwick Business School where he is the Academic Director of the School’s BSc in Management.
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