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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: 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