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Service Operations Management: Improving Service Delivery, 4th Edition

By Johnston Robert, Clark Graham , Shulver Michael
MRP: Rs.599.00 You save: Rs.89.85 (15%)
Net Price: Rs.509.15
Price in points: 510 points
Reward points: 5 points
9789386873309
In stock
(Usually ships in 12 Days)
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"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.


Combining a unique practical approach with a detailed theoretical underpinning, the authors provide tools, frameworks and techniques for operational analysis and improvement and set operations management within the wider business context, bringing a valuable 'real world' perspective to this growing area.


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

Table of Content

Part 1: INTRODUCTION

1 Introducing Service Operations Management

2 Understanding the Challenges for Operations Managers

Part 2: FRAME

3 Developing and Using the Service Concept

Part 3: CONNECT

4 Understanding Customers and Relationships

5 Managing Customer Expectations and Perceptions

6 Managing Supply Networks and Supplier Relationships

Part 4: DELIVER

7 Designing the Customer Experience

8 Designing the Service Process

9 Measuring, Controlling and Managing

10 Managing People

11 Managing Service Resources

Part 5: IMPROVE

12 Driving Continuous Improvement

13 Learning from Problems

14 Learning from Other Operations

Part 6: IMPLEMENT

15 Creating and Implementing the Strategy

16 Understanding and Influencing Culture

17 Building a World-class Service Organisation

Author:
Johnston Robert, Clark Graham , Shulver Michael
Binding:
Paperback
Condition Type:
New
Country Origin:
India
Edition :
4
Leadtime to ship in days (default):
Usually ships in 12 Days
Page:
488
Publisher:
Pearson India
Year:
2017

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