Successful Service Operations Management
Опубликовано на портале: 26-04-2007
Mason, OH: South-Western College, 2005, 432 с.
Тематический раздел:
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This book covers the full cycle of building a service business from concept formation
through implementation. The first section of the book - three chapters - focuses
on constructing a business strategy. The next section details how to implement that
strategy in the design of the service system. Capacity management is an important
strategic and tactical issue in many services, and is the subject of the four chapters
in the third section of the book. Finally, the last four chapters provide managers
with tools needed for everyday operation
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Phase 1: Exploring Services
- Chapter 1. Services in the Economy
- Chapter 2. Professional Services
- Chapter 3. The Front Office
- Chapter 4. The Back Office
- Chapter 5. Internet Strategies
- Chapter 6. Environmental Strategies
- Chapter 7. Service Quality
- Chapter 8. The Experience Economy
Phase 3: Capacity Management
- Chapter 9. Yield Management
- Chapter 10. Inventory in Services
- Chapter 11. Waiting Time Management
Phase 4: Adding Science to Art
- Chapter 12. Analyzing Processes
- Chapter 13. Project Management
- Chapter 14. New Service Development
- Chapter 15. Site Selection For Services
- Chapter 16. Performance Evaluation and Benchmarking with Data Envelopment Analysis
- Chapter 17. Scoring Systems: Methods for Customer Selection and Solicitation, Resource Allocation, and Data Reduction
Ключевые слова
customer service operational management обслуживание потребителей стратегическое и оперативное управление стратегическое управление стратегическое управление операциями управление проектами управление развитием
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