Service operations management : improving service delivery
著者
書誌事項
Service operations management : improving service delivery
FT/Prentice Hall, 2005
2nd ed
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注記
Includes bibliographical references and index
内容説明・目次
内容説明
Written for students of operations management courses on an undergraduate, MSc or MBA course, this book combines a practical approach with detailed theoretical underpinning to provide a valuable perspective on this growing area. Providing tools, frameworks and techniques for operational analysis and improvement, the text builds on the principles of operations management; examining the operations decisions that managers face in controlling their resources and in delivering services to their customers.
目次
PART ONE: INTRODUCTION1. Introduction to service operations management2. The service conceptPART TWO: CUSTOMER AND SUPPLIER RELATIONSHIPS3. Customers and relationships4. Customer expectations and satisfaction5. Managing supply relationshipsPART THREE: SERVICE DELIVERY6. Service processes7. Service people8. Resource utilisation9. Networks, technology and informationPART FOUR: PERFORMANCE MANAGEMENT10. Performance measurement11. Linking operations decisions to business performance12. Driving operational improvementPART FIVE: MANAGING STRATEGIC CHANGE13. Service strategy14. Service culture15. Operational complexity
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