| 000 | 06009nam a2200337Ia 4500 | ||
|---|---|---|---|
| 001 | 1826 | ||
| 008 | 230305s2012 xx 000 0 und d | ||
| 020 | _a9780273740483 | ||
| 041 | _aeng | ||
| 245 | 0 | _aService operations management | |
| 250 | _a4ª ed | ||
| 260 |
_a _bPearson Education, _c2012 |
||
| 300 | _axxii + 462 p. ; 26 cm | ||
| 500 | _aimproving service delivery | ||
| 505 |
_aPart 1: INTRODUCTION _r-- _r1 Introducing Service Operations Management-- _r-- _r2 Understanding the Challenges for Operations Managers-- _r-- _rPart 2: FRAME-- _r-- _r3 Developing and Using the Service Concept-- _r-- _rPart 3: CONNECT-- _r-- _r4 Understanding Customers and Relationships-- _r-- _r5 Managing Customer Expectations and Perceptions-- _r-- _r6 Managing Supply Networks and Supplier Relationships-- _r-- _rPart 4: DELIVER-- _r-- _r7 Designing the Customer Experience-- _r-- _r8 Designing the Service Process-- _r-- _r9 Measuring, Controlling and Managing-- _r-- _r10 Managing People-- _r-- _r11 Managing Service Resources-- _r-- _rPart 5: IMPROVE-- _r-- _r12 Driving Continuous Improvement-- _r-- _r13 Learning from Problems-- _r-- _r14 Learning from Other Operations-- _r-- _rPart 6: IMPLEMENT-- _r-- _r15 Creating and Implementing the Strategy-- _r-- _r16 Understanding and Influencing Culture-- _r-- _r17 Building a World-class Service Organisation-- |
||
| 520 | _aThis 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. ; ; Features ; · Operations focused. This book has a clear operations focus and is concerned with managing operations. It explores operational issues, problems and decisions. It exposes students to the problems faced by service operations managers and helps practising managers deal with those issues. Each of the main chapters addresses 'how to' deal with a particular problem or challenge. ; ; · Frameworks and tools. Each chapter provides tools, frameworks and techniques that will help students and managers not only analyse existing operations but also understand better how they can deal with the issues that operations managers face. ; ; · International real world illustrations. Each chapter includes a number of short illustrations from around the world that show how organisations have either identified or dealt with the particular issues being discussed. ; ; · Underpinned by theory. Appropriate theoretical underpinning and developments are included in an unobtrusive and accessible way. References, web links and suggestions for further reading are also provided. ; ; · Managing people. This book contains a significant 'managing people' element, including employees and customers, as well as managing and changing the culture of the organisation as a whole. ; ; · E-service. Information technology, e-service and virtual operations are integrated into the book and their operational implications explored. ; ; · State of the art. The book contains some of the most recent ideas and information, covering in particular world-class service, performance management, service concept, the customer experience and service processes. ; ; · Summaries. Each chapter concludes with a bullet-point checklist summarising the key points structured using the questions at the start of each chapter. ; ; · Questions for managers. At the end of each chapter there are some questions aimed at practising managers, which they can ask of their/an operation. These questions encourage readers to apply the material in the chapter to their situation and allow them to understand better, challenge and improve their service operations. ; ; · Discussion question. Each chapter provides general discussion questions to help students both assess and apply the material to a variety of situations. ; ; · Case exercises. Each chapter (with the exception of chapter 1) concludes with a case exercise suitable for class discussion. The cases are short but focused on the topic and are a rich source of material for debate and development. ; ; · Servops.net is the instructor's companion website for our textbook, containing the instructor's manual and a range of presentations in PowerPoint and Keynote formats to suit a range of teaching styles, experience and time constraints. The site also makes available a series of video screencasts in which the authors explain their approach to teaching each topic. Servops.net also gives instructors a series of lesson plans and handout designs. ; ; New to this Edition ; · A new 17 chapter structure ; ; · A practical focus on 'how to' deal with the key issues and challenges facing service operations managers ; ; · A new chapter on the customer experience ; ; · A new chapter on driving continuous improvement ; ; · A new chapter on learning from other operations ; ; · A new chapter on world-class service ; ; · Six new end of chapter case exercises ; ; · A new full-colour design | ||
| 590 | _bPreviously published: Service operations management : improving service delivery /Robert Johnston and Graham Clark. Harlow, Essex, England ; New York : Financial Times/Prentice Hall, 2008. ; Includes bibliographical references and index. | ||
| 630 |
_aHD INDUSTRIES. LAND USE. LABOR _937 |
||
| 650 |
_aService industries _xManagement _98226 |
||
| 650 | 0 |
_aCustomer services _xManagement _97620 |
|
| 650 |
_a _912 |
||
| 700 |
_aShulver, Michael, _eAuthor |
||
| 700 |
_aJohnston, Robert _d1953- _eAuthor _92678 |
||
| 700 |
_aClark, Graham, _eAuthor |
||
| 902 | _a587 | ||
| 905 | _am | ||
| 912 | _a2012-01-01 | ||
| 942 | _a1 | ||
| 953 | _d2017-07-04 13:46:27 | ||
| 999 |
_c1782 _d1782 |
||