• Service Operations Management: Improving Service Delivery See large image

    Service Operations Management: Improving Service Delivery (Paperback) By (author) Robert Johnston, By (author) Graham Clark, By (author) Michael Shulver

    $94.61 - Free delivery worldwide Available
    Dispatched in 3 business days
    When will my order arrive?
    Add to basket | Add to wishlist |

    DescriptionThis 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.


Other books

Other people who viewed this bought | Other books in this category
Showing items 1 to 10 of 10

 

Reviews | Bibliographic data
  • Full bibliographic data for Service Operations Management

    Title
    Service Operations Management
    Subtitle
    Improving Service Delivery
    Authors and contributors
    By (author) Robert Johnston, By (author) Graham Clark, By (author) Michael Shulver
    Physical properties
    Format: Paperback
    Number of pages: 488
    Width: 196 mm
    Height: 264 mm
    Thickness: 22 mm
    Weight: 898 g
    Language
    English
    ISBN
    ISBN 13: 9780273740483
    ISBN 10: 0273740482
    Classifications

    BIC E4L: BUS
    B&T Book Type: NF
    Nielsen BookScan Product Class 3: S4.0T
    BIC subject category V2: KJM
    B&T Modifier: Region of Publication: 03
    B&T Modifier: Subject Development: 10
    BIC subject category V2: KNS
    B&T General Subject: 180
    Warengruppen-Systematik des deutschen Buchhandels: 17850
    Ingram Subject Code: BE
    DC22: 658
    B&T Modifier: Academic Level: 02
    Abridged Dewey: 658
    B&T Modifier: Text Format: 06
    B&T Merchandise Category: STX
    BISAC V2.8: BUS087000
    LC subject heading: ,
    BISAC V2.8: BUS041000, BUS018000
    LC classification: HD9980.5 .J647 2008
    DC23: 658
    Thema V1.0: KJM, KNP
    Edition
    4, Revised
    Edition statement
    4th Revised edition
    Publisher
    Pearson Education Limited
    Imprint name
    FINANCIAL TIMES PRENTICE HALL
    Publication date
    09 October 2012
    Publication City/Country
    Harlow
    Author Information
    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.
    Back cover copy
    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. Combining a unique practical approach with a detailed theoretical underpinning, the authors provide tools, frameworks and techniques for operational analysis and improvement and set operations management within the wider business context, bringing a valuable 'real world' perspective to this growing area. Each chapter includes definitions of key terms, real-world examples and case studies with exercises, questions to test both understanding and application together with recommended further reading and suggested web sites to deepen your knowledge.New features for this 4th edition include: - A new 17 chapter structure- A practical focus on 'how to' deal with the key issues and challenges facing service operations managers- A new chapter on the customer experience- A new chapter on driving continuous improvement- A new chapter on learning from other operations- A new chapter on world-class service- Six new end of chapter case exercises - A new full-colour design "Service Operations Management" is an invaluable guide to students and managers confronting operational issues in service management, whether from a general management perspective or focused in specific sectors, such as tourism and leisure or business services. This book is ideal for undergraduates, postgraduates or executives wishing to gain a deeper understanding of managing service operations and improving service delivery.
    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