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Successful Service Operations Management (Second Edition)

Kathryn H. King-Metters,Madeleine Pullman,Richard D. Metters,Steve Walton

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ISBN 10: 813151773X / ISBN 13: 9788131517734
Published by South Western/Cengage Learning India, 2012
New Condition: New Soft cover
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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. Contents: 1. Introduction: Services in the Economy. PART 1: FORMULATING STRATEGY. 2. Strategic Positioning. 3. Internet Strategies. 4. Environmental Strategies. PART 2. DESIGNING THE DELIVERY SYSTEM. 5. New Service Development. 6. Managing Service Experiences. 7. The Front-Office, Back-Office Interface. 8. Outsourcing and Offshoring. PART 3. IMPORVING THE DELIVERY SYSTEM. 9. Analyzing Processes. 10. Service Quality. 11. Six Sigma for Service Process Improvement. PART 4. MATCHING SUPPLY AND DEMAND. 12. Yield Management. 13. Inventory in Services. 14. Waiting Time Management. PART 5. TOOLS FOR MANAGING SERVICES. 15. Real-World Project Management. 16. Site Selection For Services. 17. Advanced Models: Data Envelopment Analysis. 18. Advanced Models: Scoring Systems. Printed Pages: 428. Bookseller Inventory # 72463

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Bibliographic Details

Title: Successful Service Operations Management (...

Publisher: South Western/Cengage Learning India

Publication Date: 2012

Binding: Softcover

Book Condition:New

Edition: 2nd edition.

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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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