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Service Operations Management: Improving Service Delivery

Опубликовано на портале: 20-04-2007
Harlow: Prentice-Hall, 2005, 516 с.
Тематический раздел:
Written for students of operations management courses on an undergraduate, MSc or MBA course, this book combines a practical approach with detailed theoretical underpinning to provide a valuable perspective on this growing area.
Providing tools, frameworks and techniques for operational analysis and improvement, the text builds on the principles of operations management; examining the operations decisions that managers face in controlling their resources and in delivering services to their customers

PART ONE: INTRODUCTION
  1. Introduction to service operations management
  2. The service concept

PART TWO: CUSTOMER AND SUPPLIER RELATIONSHIPS

  1. Customers and relationships
  2. Customer expectations and satisfaction
  3. Managing supply relationships

PART THREE: SERVICE DELIVERY

  1. Service processes
  2. Service people
  3. Resource utilisation
  4. Networks, technology and information

PART FOUR: PERFORMANCE MANAGEMENT

  1. Performance measurement
  2. Linking operations decisions to business performance
  3. Driving operational improvement

PART FIVE: MANAGING STRATEGIC CHANGE

  1. Service strategy
  2. Service culture
  3. Operational complexity
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