Successful Service Operations Management

Learn the full cycle of building a service business from concept formation through implementation. SUCCESSFUL SERVICE OPERATIONS MANAGEMENT shows you how. Through numerous examples, clear writing, and multiple study tools, you'll understand how to develop your business strategy and manage your capacities. Brief and easy-to-use, this Operations Management textbook is the one you'll turn to for years to come.

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.

Kathryn King-Metters is a Management Consultant. She holds an MBA from the Kenan-Flagler Business School, University of North Carolina, an MA from The Ohio State University, and a BS from East Stroudsburg University. Her graduate work focused on services operations and international strategic operations. She has taught in public schools and at the university level at the Kenan-Flagler Business School at the University of North Carolina and in the Business School at Meredith College in Raleigh, NC.

In addition to holding a variety of marketing, sales, forecasting, and customer service management positions at IBM, SAS Institute, and Berol Corporation, Kathryn founded and managed her own management consulting company for five years in Raleigh, NC. Since that time she has consulted with Arthur Anderson, Scott, Madden & Associates, and J. D. Power & Associates. Her particular consulting interests are services operations, strategic analysis, strategic and operational planning, and customer service satisfaction.

Kathryn has served in a variety of professional positions including Chapter President and Officer with the International Customer Service Association and Chapter President and committee chair with the American Marketing Association. She has been an invited conference speaker for many events including the 1994 International Customer Service Association International Conference.

Kathryn's nonprofessional activities have included volunteer work for numerous charitable groups including the United Way, American Heart Association, Girl Scouts of America, Executive Service Corps, Council for Entrepreneurial Development, Phoenix Academy, Tennessee State Art Museum and Botanical Gardens, and The Dallas Arboretum. She has particular interests in the areas of children¿s issues and the environment.

Madeleine (Mellie) Pullman is an associate professor of operations management at Cornell School of Hotel Administration. She earned her Ph.D. in business administration at the University of Utah in 1997. She has taught in Graduate and Executive programs at Cornell University, London Business School, Southern Methodist University, CSU, CU, and University of Utah. Her major research and consulting interests include service operations management, global operations, experiential services and products, service design, and operations/marketing interdisciplinary issues. Her articles have appeared in various journals including Journal of Operations Management, Decision Science, Production and Operations Management, Journal of Service Research, International Journal of Service Industry Management, Cornell Hotel and Restaurant Administration Quarterly, Omega, and Journal of Product Innovation Management.

Steve Walton is Associate Professor in the Practice of Decision and Information Analysis at Goizueta Business School. He has been at Emory since 1996. He has also served on the faculty at Baylor University and NC A&T State University. Prior to coming to Goizueta, Steve worked for IBM and consulted for a national technology consultancy. He earned his Ph.D. in Business Administration/Operations from the University of North Carolina at Chapel Hill in 1993. He earned his MS and BS at Clemson University.

Steve teaches Six Sigma, Decision Science, Operations Management and Sustainable Operations at Goizueta and has been recognized with six teaching awards, including the university-wide Emory Williams Distinguished Teaching Award and the Marc Adler Prize for Teaching Excellence. His research interests include the application of Six Sigma to service operations, business-to-business electronic commerce and managing supply chains for both operational and environmental improvements. Steve¿s research has been published in various operations management journals. He is also finishing the changes for a second edition of a book ¿Successful Service Operations Management¿, which he has written with several colleagues.

Steve¿s consulting clients include the U.S. State Department, The Home Depot, Delta Air Lines, McKesson Information Solutions, The Arthur M. Blank Family Office, Siemens Medical Systems, Solvay Pharmaceuticals, Manhattan Associates, Sigvaris, Synovus, Crawford & Company, ZC Sterling, Great American Insurance Company, Atlanta Casualty Company, Kurt Salmon Associates, 180Commerce, Crawford Long Hospital, and several technology startup companies.