Successful Service Operations Management

Richard D. Metters, Kathryn H. King-Metters, Madeleine Pullman

374 pages, parution le 06/05/2003

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Résumé

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 tools for everyday operation.

Benefits:

Case studies: These add both a real context to the material as well as a "decision orientation" to keep students interested since they immediately see how the content can be used to make decisions
Cutting Edge Coverage of Topics: This book introduces coverage and topics not always seen in other texts. Examples include Internet strategies, environmental strategies, creating customer experiences, back-office design, and scoring systems.
Boxed Features: These provide real-life examples of theoretical concepts so students see concepts used in practice. Each chapter has at least one boxed feature.

Contents

Formulating Strategy
Implementing Strategy: Designing the Delivery System
Managing Capacity: Matching Supply and Demand
Operating the System: Tools for Managing Services

L'auteur - Richard D. Metters

Emory University

L'auteur - Kathryn H. King-Metters

L'auteur - Madeleine Pullman

Colorado State University

Caractéristiques techniques

	PAPIER
Éditeur(s)	Thomson
Auteur(s)	Richard D. Metters, Kathryn H. King-Metters, Madeleine Pullman
Parution	06/05/2003
Nb. de pages	374
Format	20,5 x 25,5
Couverture	Broché
Poids	885g
Intérieur	Noir et Blanc
EAN13	9780324135565