Successful Service Operations Management with CD-ROM

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9780324135565: Successful Service Operations Management with CD-ROM
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This book covers the full cycle of building a service business from concept formation through implementation. The first section of the book - three chapters - focuses on constructing a business strategy. The next section details how to implement that strategy in the design of the service system. Capacity management is an important strategic and tactical issue in many services, and is the subject of the four chapters in the third section of the book. Finally, the last four chapters provide managers with tools needed for everyday operation.

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About the Author:

Richard Metters is an Associate Professor at the Goizueta Business School, Emory University. He has also taught at Vanderbilt University and Southern Methodist University, where he specialized in teaching service sector operations. He received his Ph.D. from the University of North Carolina, his M.B.A. from Duke University, and a B.A. from Stanford University. Prior to his academic career, he worked for Crocker Bank, Bank of America, and Citicorp. Rich has published over 20 articles in journals such as Production and Operations Management, Management Science, Operations Research, Journal of Operations Management, and Harvard Business Review, and is on the editorial board of Production and Operations Management and Journal of Service Research. For the last eight years, Professor Metters has been on the faculty of Emory University, Vanderbilt University and Southern Methodist University. Prior to his academic career, he worked for Crocker Bank, Bank of America, and Citicorp. He has published 20 articles in journals such as Journal of Operations Management, Management Science, and Harvard Business Review, and is on the editorial board of three journals: Journal of Service Research, Journal of Operations Management, and Production and Operations Management. His main research interest is operations management in the service sector. Professor Metters has taught Service Operations, Service Operations Models, and Service Operations for Consultants, as well as Management Science in Spreadsheets and the required operations core course.

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