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Successful Service Operations Management

Librairie Eyrolles - Paris 5e

Successful Service Operations Management

Successful Service Operations Management

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

374 pages, parution le 06/05/2003


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.

  • 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.


  • 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

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


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