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EbookNice Team
Status:
Available5.0
19 reviewsISBN 10: 0273740482
ISBN 13: 9780273740483
Author: Robert Johnson, Graham Clark, Michael Shulver
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
Introducing Service Operations Management
Understanding the Challenges for Operations Managers
Part 2: FRAME
Developing and Using the Service Concept
Part 3: CONNECT
Understanding Customers and Relationships
Managing Customer Expectations and Perceptions
Managing Supply Networks and Supplier Relationships
Part 4: DELIVER
Designing the Customer Experience
Designing the Service Process
Measuring, Controlling and Managing
Managing People
Managing Service Resources
Part 5: IMPROVE
Driving Continuous Improvement
Learning from Problems
Learning from Other Operations
Part 6: IMPLEMENT
Creating and Implementing the Strategy
Understanding and Influencing Culture
Building a World-class Service Organisation
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Tags: Robert Johnson, Graham Clark, Michael Shulver, Service Operations, Improving Service
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