Service operations management
著者
書誌事項
Service operations management
Financial Times Prentice Hall, 2001
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注記
Includes bibliographical references and index
内容説明・目次
内容説明
For Service Operations Management courses within undergraduate business studies. This is the first modern European-originated book to apply operations management specifically to the service sector, providing tools, frameworks and techniques for operational analysis and improvement. Building on the basic principles of operations management, the book examines the operations decisions that managers face in managing their resources and in delivering services to their customers.Although the emphasis is on operations, the text also recognises the impact of other management functions on service delivery. Indeed, the key issue of service delivery is the prime focus of the book.
目次
Preface. Acknowledgements. About the authors. Part 1: Introduction. 1. Introduction to service operations management 2. The service concept Part 2: Customer and supplier relationships. 3. Customers and relationships 4. Customer expectations and satisfaction 5. Managing supply relationships Part 3: Service delivery. 6. Service processes 7. Service capacity 8. Service people 9. Structure: Networks, technology and information Part 4: Performance management. 10. Performance measurement 11. Linking operations decisions to business performance 12. Driving operational improvement Part 5: Managing strategic change. 13. Service strategy 14. Service culture 15. Operational complexity.
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