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Service Operations Management Improving Service Delivery

ISBN-10: 0273683675

ISBN-13: 9780273683674

Edition: 2nd 2005 (Revised)

Authors: Robert Johnston, Graham Clark

List price: $64.00
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Description:

'Operations Management' presents both a logical path through the activities of operations management and an understanding of the strategic context in which operations managers work. 'Service Operations Management' examines the operations decisions that managers face in delivering their service to customers.
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Book details

List price: $64.00
Edition: 2nd
Copyright year: 2005
Publisher: Financial Times/Prentice Hall
Binding: Paperback
Pages: 516
Size: 7.25" wide x 9.50" long x 1.00" tall
Weight: 2.134
Language: English

Nigel Slack is the Professor of Operations Managment and Strategy at Warwick University. Previously he has been Professor of Manufacturing Strategy and Lucas Professor of Manufacturing Systems Engineering at Brunel University, a University Lecturer in Management Studies at Oxford University and Fellow in Operations Management at Templeton College, Oxford.Robert Johnston is a Professor of Operations Management at Warwick Business School and Associate Dean, responsible for finance and resources. He is the founding editor of the International Journal of Service Industry Management and he also serves on the editorial board of the Journal of Operations Management and the International Journal of Tourism and Hospitality Research.

Introduction
Introduction to service operations management
The service concept
Customer and Supplier Relationships
Customers and relationships
Customer expectations and satisfaction
Managing supply relationships
Service Delivery
Service processes
Service people
Resource utilisation
Networks, technology and information
Performance Management
Performance measurement
Linking operations decisions to business performance
Driving operational improvement
Managing Strategic Change
Service strategy
Service culture
Operational complexity�