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| Preface | |
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| New features for this edition | |
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| Case Examples | |
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| Authors' acknowledgements | |
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| Publisher's acknowledgements | |
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| About the authors | |
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| Introduction | |
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| Introducing service operations management | |
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| Introduction | |
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| What are services? | |
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| What is 'service'? | |
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| What is service operations management? | |
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| Why is service operations management important? | |
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| Summary | |
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| Discussion questions | |
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| Questions for managers | |
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| Suggested further reading | |
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| Useful web links | |
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| Notes | |
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| Understanding the challenges for operations managers | |
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| Introduction | |
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| What are the key strategic challenges faced by service operations managers? | |
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| What are the key tactical challenges faced by service operations managers? | |
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| What are the challenges for different types of services? | |
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| What are the challenges for different types of processes? | |
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| What are the challenges in working with other management functions? | |
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| How can this book help? | |
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| Summary | |
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| Discussion questions | |
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| Questions for managers | |
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| Case Exercise: Sky Airways | |
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| Suggested further reading | |
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| Useful web links | |
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| Notes | |
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| Frame | |
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| Developing and using the service concept | |
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| Introduction | |
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| What is a service concept? | |
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| How can managers use the service concept? | |
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| Summary | |
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| Discussion questions | |
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| Questions for managers | |
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| Case Exercise: The Sunningtree Golf Club | |
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| Suggested further reading | |
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| Useful web links | |
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| Notes | |
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| Connect | |
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| Understanding customers and relationships | |
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| Introduction | |
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| Customers, who are they? | |
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| What are the benefits of retaining good customers? | |
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| How can managers develop good customer relationships? | |
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| How can managers develop good business relationships? | |
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| Summary | |
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| Discussion questions | |
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| Questions for managers | |
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| Case Exercise: The National Brewery | |
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| Suggested further reading | |
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| Useful web links | |
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| Notes | |
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| Managing customer expectations and perceptions | |
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| Introduction | |
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| What is customer satisfaction? | |
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| What influences expectations and perceptions? | |
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| How can expectations and perceptions be 'managed'? | |
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| How can service quality be operationalised? | |
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| How can managers capture customers' expectations? | |
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| How can a service be specified? | |
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| Summary | |
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| Discussion questions | |
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| Questions for managers | |
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| Case Exercise: The Northern Breast Screening Unit | |
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| Suggested further reading | |
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| Useful web links | |
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| Notes | |
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| Managing supply networks and supplier relationships | |
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| Introduction | |
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| What are supply chains and networks? | |
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| What is the role of information and inventory? | |
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| How can supply networks be managed? | |
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| How can managers develop a global network strategy? | |
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| Summary | |
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| Discussion questions | |
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| Questions for managers | |
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| Case Exercise: The Regional Forensic Science Laboratory | |
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| Suggested further reading | |
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| Useful web links | |
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| Notes | |
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| Deliver | |
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| Designing the customer experience | |
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| Introduction | |
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| What is a customer experience? | |
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| How can the servicescape be designed? | |
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| How can managers design the customer journey? | |
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| What is the role of technology in developing the customer experience? | |
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| Summary | |
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| Discussion questions | |
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| Questions for managers | |
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| Case Exercise: The Southern Provincial Hospice | |
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| Suggested further reading | |
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| Useful web links | |
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| Notes | |
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| Designing the service process | |
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| Introduction | |
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| Why is service process design important? | |
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| What are the main types of service process? | |
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| How can managers 'engineer' service processes? | |
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| How can service processes be repositioned? | |
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| How can managers harness technology in service process design? | |
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| Summary | |
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| Discussion questions | |
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| Questions for managers | |
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| Case Exercise: Banca San Giovanni | |
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| Suggested further reading | |
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| Useful web links | |
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| Notes | |
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| Measuring, controlling and managing | |
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| Introduction | |
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| Why do managers need to measure things? | |
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| What needs to be measured? | |
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| How can managers measure the customer's perspective? | |
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| How can managers measure, control and manage the operation? | |
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| Summary | |
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| Discussion questions | |
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| Questions for managers | |
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| Case Exercise: The Squire Hotel Group | |
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| Suggested further reading | |
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| Useful web links | |
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| Notes | |
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| Managing people | |
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| Introduction | |
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| Why is service delivery a pressurised task? | |
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| How can organisations manage and motivate service providers? | |
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| How can customers be 'managed' and motivated? | |
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| Summary | |
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| Discussion questions | |
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| Questions for managers | |
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| Case Exercise: The Empress Hotel Group | |
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| Suggested further reading | |
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| Useful web links | |
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| Notes | |
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| Managing service resources | |
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| Introduction | |
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| What is capacity management? | |
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| How can managers balance capacity and demand? | |
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| How is day-to-day planning and control carried out? | |
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| How do organisations manage bottlenecks and queues? | |
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| What happens when managers can't cope with demand? | |
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| How can organisations improve their capacity utilisation? | |
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| Summary | |
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| Discussion questions | |
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| Questions for managers | |
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| Case Exercise: Medi-Call Personal Alarm Systems Ltd | |
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| Suggested further reading | |
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| Useful web links | |
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| Notes | |
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| Improve | |
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| Driving continuous improvement | |
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| Introduction | |
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| How can managers use 'value' to drive continuous improvement'? | |
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| What are the main approaches to continuous improvement? | |
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| How can managers sustain continuous improvement? | |
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| Summary | |
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| Discussion questions | |
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| Questions for managers | |
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| Case Exercise: Cranleigh Metropolitan Council | |
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| Suggested further reading | |
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| Useful web links | |
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| Notes | |
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| Learning from problems | |
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| Introduction | |
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| Why do problems occur? | |
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| How can complaining customers be dealt with? | |
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| How can managers use problems to drive improvement? | |
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| How can managers prevent problems occurring? | |
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| Summary | |
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| Discussion questions | |
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| Questions for managers | |
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| Case Exercise: Gold Card Protection Service | |
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| Suggested further reading | |
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| Useful web links | |
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| Notes | |
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| Learning from other operations | |
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| Introduction | |
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| What is benchmarking? | |
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| How can benchmarking help organisations improve their performance? | |
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| What are the different types of benchmarking? | |
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| How do organisations go about benchmarking? | |
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| How can quality awards and academic studies help with benchmarking? | |
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| Summary | |
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| Discussion questions | |
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| Questions for managers | |
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| Case Exercise: Mumbai Private Bank | |
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| Suggested further reading | |
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| Useful web links | |
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| Notes | |
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| Implement | |
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| Creating and implementing the strategy | |
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| Introduction | |
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| What is a service strategy? | |
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| How can service provide a competitive advantage? | |
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| How can managers turn performance objectives into operations priorities? | |
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| How can strategy be formulated and developed? | |
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| How can a strategy be sustained? | |
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| Summary | |
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| Discussion questions | |
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| Questions for managers | |
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| Case Exercise: Smith and Jones, Solicitors | |
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| Suggested further reading | |
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| Useful web links | |
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| Notes | |
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| Understanding and influencing culture | |
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| Introduction | |
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| Why is understanding and influencing organisational culture important? | |
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| What is organisational culture? | |
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| What are the main culture types and the implications for service delivery? | |
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| What is the influence of national cultures? | |
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| How can managers influence cultural change? | |
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| Summary | |
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| Discussion questions | |
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| Questions for managers | |
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| Case Exercise: North Midlands Fire and Rescue Service | |
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| Suggested further reading | |
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| Useful web links | |
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| Notes | |
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| Building a world-class service organisation | |
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| Introduction | |
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| What is excellent service? | |
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| How do organisations go about becoming and remaining world-class? | |
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| How can managers make the business case for service? | |
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| A final word | |
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| Summary | |
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| Discussion questions | |
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| Questions for managers | |
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| Case Exercise: Superstore Plc | |
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| Suggested further reading | |
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| Useful web links | |
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| Notes | |
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| Index | |