Wow! eBook
Service Operations Management: Improving Service Delivery, 4th Edition
by: Graham Clark, Michael Shulver, Robert Johnston
Print length: 488 pages
Edition: 4
Language: English
Publisher: Pearson
Publication Date: 2012-10-19
ISBN-10: 0273740482
ISBN-13: 9780273740483
Book Description
This inteational 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.
Table of Contents
Part I Introduction
Chapter 1 Introducing Service Operations Management
Chapter 2 Understanding The Challenges For Operations Managers
Part II Frame
Chapter 3 Developing And Using The Service Concept
Part III Connect
Chapter 4 Understanding Customers And Relationships
Chapter 5 Managing Customer Expectations And Perceptions
Chapter 6 Managing Supply Networks And Supplier Relationships
Part IV Deliver
Chapter 7 Designing The Customer Experience
Chapter 8 Designing The Service Process
Chapter 9 Measuring, Controlling And Managing
Chapter 10 Managing People
Chapter 11 Managing Service Resources
Part V Improve
Chapter 12 Driving Continuous Improvement
Chapter 13 Leaing From Problems
Chapter 14 Leaing From Other Operations
Part VI Implement
Chapter 15 Creating And Implementing The Strategy
Chapter 16 Understanding And Infl Uencing Culture
Chapter 17 Building A World-Class Service Organisation
10－Pearson Service Operations Management Improving Service Delivery 4th Edition 0273740482.pdf
