Title:
Managing service operations : design and implementation
Author:
Hollins, Bill.
ISBN:
9781412929523
9781412929530
Personal Author:
Publication Information:
London : Sage Publications, 2006.
Physical Description:
xii, 299 pages : illustrations ; 25 cm
Contents:
Introduction to services management : the customer-led organization -- Service operations strategy -- People, leadership and management -- The product and service design management processes -- Customer identification -- Design specifications -- controlling the process -- Creativity and innovation -- Learning from product and service failures -- Service quality management -- Global supply chain management -- Services location and distribution -- Managing capacity and variations in demand -- Evaluation and performance measurement -- Thinking about and managing for 'the future' -- 'Trenbrover football club'.
Abstract:
Guiding readers through each stage in the design and implementation of service operations, this book combines examples that are easy to relate to with theory. It contains chapters that include: Chapter objectives; Short cases; Student exercises; Chapter summaries; Further reading section; and A glossary of key terms.
Added Author:
Electronic Access:
Table of contents http://catdir.loc.gov/catdir/enhancements/fy0666/2006927097-t.htmlPublisher description http://catdir.loc.gov/catdir/enhancements/fy0666/2006927097-d.html