Skip to content

Service Operations Management Improving Service Delivery

Spend $50 to get a free DVD!

ISBN-10: 0273740482

ISBN-13: 9780273740483

Edition: 4th 2012 (Revised)

Authors: Robert Johnston, Graham Clark, Michael Shulver

List price: $52.99
Blue ribbon 30 day, 100% satisfaction guarantee!
Buy eBooks
what's this?
Rush Rewards U
Members Receive:
Carrot Coin icon
XP icon
You have reached 400 XP and carrot coins. That is the daily max!

Description:

This 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.
Customers also bought

Book details

List price: $52.99
Edition: 4th
Copyright year: 2012
Publisher: Pearson Education, Limited
Publication date: 4/19/2012
Binding: Paperback
Pages: 488
Size: 7.50" wide x 10.25" long x 0.75" tall
Weight: 1.364
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.

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