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Service Operations Management

Service Operations Management - 3rd edition

ISBN13: 978-1405847322

Cover of Service Operations Management 3RD 09 (ISBN 978-1405847322)
ISBN13: 978-1405847322
ISBN10: 1405847328
Cover type:
Edition/Copyright: 3RD 09
Publisher: Prentice Hall, Inc.
Published: 2009
International: No

List price: $95.60

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Service Operations Management - 3RD 09 edition

ISBN13: 978-1405847322

Robert Johnston and Graham Clark

ISBN13: 978-1405847322
ISBN10: 1405847328
Cover type:
Edition/Copyright: 3RD 09
Publisher: Prentice Hall, Inc.

Published: 2009
International: No
Summary

This international 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.
Combining a unique practical approach with a detailed theoretical underpinning, the authors provide tools, frameworks and techniques for operational analysis and improvement and set operations management within the wider business context, bringing a valuable 'real world' perspective to this growing area.
Each chapter includes definitions of key terms, real-world examples and case studies with exercises, questions to test both understanding and application together with
recommended further reading and suggested web sites to deepen your knowledge.

Table of Contents

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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