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Service Operations Management "Improving Service Delivery"

Service Operations Management "Improving Service Delivery"

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  • ISBN:9780273740483
  • Editorial: Prentice-Hall International Ed
  • Fecha de la edición:
  • Número de la edición: 4
  • Encuadernación:
  • Nº Pág.:488
  • Idiomas:Ingles,Inglés

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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.

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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