Successful Service Operations Management

ISBN-10: 0324224370
ISBN-13: 9780324224375
Edition: 2nd 2006
List price: $176.95
30 day, 100% satisfaction guarantee

If an item you ordered from TextbookRush does not meet your expectations due to an error on our part, simply fill out a return request and then return it by mail within 30 days of ordering it for a full refund of item cost.

Learn more about our returns policy

Description: 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  More...

what's this?
Rush Rewards U
Members Receive:
coins
coins
You have reached 400 XP and carrot coins. That is the daily max!
You could win $10,000

Get an entry for every item you buy, rent, or sell.

Study Briefs

Limited time offer: Get the first one free! (?)

All the information you need in one place! Each Study Brief is a summary of one specific subject; facts, figures, and explanations to help you learn faster.

Add to cart
Study Briefs
Italian Grammar Online content $4.95 $1.99
Add to cart
Study Briefs
Portuguese Grammar Online content $4.95 $1.99
Add to cart
Study Briefs
Spanish Grammar Online content $4.95 $1.99
Add to cart
Study Briefs
German Grammar Online content $4.95 $1.99

Customers also bought

Loading
Loading
Loading
Loading
Loading
Loading
Loading
Loading
Loading
Loading

Book details

List price: $176.95
Edition: 2nd
Copyright year: 2006
Publisher: Cengage South-Western
Binding: Mixed Media
Pages: 432
Size: 8.00" wide x 10.00" long x 1.00" tall
Weight: 2.244
Language: English

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.

Madeleine Pullman is an Associate Professor of Operations Management. She earned her Ph.D. in business administration at the University of Utah in 1997. She has previously taught in Graduate and Executive programs at Cornell University, London Business School, Southern Methodist University, CSU, CU, and University of Utah. Her articles have appeared in various journals including Journal of Operations Management, Decision Sciences, 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.Zhaohui Wu is an Associate Professor of Supply Chain and Operations Management. He is currently teaching and conducting research on supply networks, buyer-supplier relationships and environmental management strategy in supply chain operations. Zhaohui worked as a buyer at Lord Corporation, an U.S. aerospace company, and as a project manager at CMEC, a Chinese international trade company. 

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.

×
Free shipping on orders over $35*

*A minimum purchase of $35 is required. Shipping is provided via FedEx SmartPost® and FedEx Express Saver®. Average delivery time is 1 – 5 business days, but is not guaranteed in that timeframe. Also allow 1 - 2 days for processing. Free shipping is eligible only in the continental United States and excludes Hawaii, Alaska and Puerto Rico. FedEx service marks used by permission."Marketplace" orders are not eligible for free or discounted shipping.

Learn more about the TextbookRush Marketplace.

×