Service operations management : improving service delivery
著者
書誌事項
Service operations management : improving service delivery
Financial Times/Prentice Hall, 2008
3rd ed
- : pbk
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注記
Includes bibliographical references and index
内容説明・目次
内容説明
Written specifically to better serve the needs of students on services-orientated operations management courses.
The first European-originated book.
Operations management is set within the wider business context, recognising the impact of other management functions and covering wider issues, such as organisational culture and design, people issues, and customer relationships.
Includes international examples from different types of organizations, such as: the Internet, public and voluntary sectors, mass transport services, professional services, retailers, internet services, tourism and hospitality.
Each chapter identifies key operations management issues and provides definitions of key terms, real world illustrations, chapter summaries, case exercises, further reading and questions.
目次
PART ONE: INTRODUCTION
1. Introduction to service operations management
2. The service concept
PART TWO: CUSTOMER AND SUPPLIER RELATIONSHIPS
3. Customer and supplier relationships
4. Customer expectations and satisfaction
5. Managing supply relationships
PART THREE: SERVICE DELIVERY
6. Service processes
7. Service people
8. Resource utilisation
9. Networks, technology and information
PART FOUR: PERFORMANCE MANAGEMENT
10. Performance measurement and management
11. Linking operations decisions to business performance
12. Driving operational improvement
PART FIVE: MANAGING STRATEGIC CHANGE
13. Service strategy
14. Service culture
15. Operational complexity
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