Service Operations Management

Improving Service Delivery

Robert E. Johnston, Graham Clark

496 pages, parution le 21/03/2005 (2^eme édition)

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Résumé

This international market-leading book 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.

Combining a practical approach with a detailed theoretical underpinning, this book provides tools, frameworks and techniques for operational analysis and improvement and sets operations management within the wider business context, bringing a valuable perspective to this growing area.

Each chapter includes definitions of key terms, real-world examples and case studies with exercises, questions to test your understanding and recommended further reading to deepen your knowledge.

Service Operations Management is an invaluable guide to students and managers confronting operational issues in service management, whether from a general management perspective or focused in specific sectors, such as tourism and leisure or business services. This book is ideal for undergraduates, postgraduates or executives wishing to gain a deeper understanding of managing service operations and improving service delivery.

In this new edition the authors have

explored the links between strategy, operations and performance
added an even broader spread of case studies, both internationally and by sector
included more business-to-business coverage
increased the analysis of the balance between quality, efficiency and productivity

L'auteur - Robert E. Johnston

Consultant specializing in innovation and growth. Clients have included IBM, Kraft Foods, Intel, Procter & Gamble, Nokia, Eli Lilly, and BMW.

L'auteur - Graham Clark

Editor

Sommaire

Preface
Acknowledgments
Publisher's acknowledgments
About the Authors
Introduction
Customer and supplier relationships
Service delivery
Performance management
Managing strategic change
Index

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Caractéristiques techniques

	PAPIER
Éditeur(s)	Prentice Hall
Auteur(s)	Robert E. Johnston, Graham Clark
Parution	21/03/2005
Édition	2^eme édition
Nb. de pages	496
Format	19 x 24,5
Couverture	Broché
Poids	990g
Intérieur	Noir et Blanc
EAN13	9780273683674
ISBN13	978-0-273-68367-4