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Service Operations Management: Improving Service Delivery
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SERVICE OPERATIONS MANAGEMENT: IMPROVING SERVICE DELIVERY

PAPERBACK BY JOHNSTON, ROBERT; CLARK, GRAHAM; SHULVER, MICHAEL

£47.59

ISBN
9780273740483
IMPRINT
PEARSON EDUCATION LIMITED
 
 
EDITION
4TH EDITION
PUBLISHER
PEARSON EDUCATION LIMITED
STOCK FOR DELIVERY
IN STOCK
FORMAT
PAPERBACK
PAGES
488 pages
PUBLICATION DATE
19 APR 2012

DESCRIPTION

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.

CONTENTS

Part 1: INTRODUCTION1 Introducing Service Operations Management2 Understanding the Challenges for Operations ManagersPart 2: FRAME3 Developing and Using the Service ConceptPart 3: CONNECT4 Understanding Customers and Relationships5 Managing Customer Expectations and Perceptions6 Managing Supply Networks and Supplier RelationshipsPart 4: DELIVER7 Designing the Customer Experience8 Designing the Service Process9 Measuring, Controlling and Managing10 Managing People11 Managing Service ResourcesPart 5: IMPROVE12 Driving Continuous Improvement13 Learning from Problems14 Learning from Other OperationsPart 6: IMPLEMENT15 Creating and Implementing the Strategy16 Understanding and Influencing Culture17 Building a World-class Service Organisation