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Service operations management : improving service delivery / Robert Johnston and Graham Clark.

By: Contributor(s): Material type: TextTextPublication details: Harlow : Financial Times Prentice Hall, 2008.Edition: 3rd edDescription: xvi, 533 p. : ill. 25 cmISBN:
  • 9781405847322
Subject(s):
Partial contents:
Part 1: Introduction -- Introduction to service operations management -- The service concept -- Part 2: Customer and supplier relationships -- Customer and supplier relationships -- Customer expectations and satisfaction -- Managing supply relationships -- Part 3: Service delivery -- Service processes -- Service people -- Resource utilisation -- Networks, technology and information -- Part 4: Performance management -- Performance measurement and management -- Linking operations decisions to business performance -- Driving operational improvement -- Part 5: Managing strategic change -- Service strategy -- Service culture -- Operational complexity
Summary: The central focus of this book is how organizations deliver service and the operational decisions that managers face in managing resources and delivering service to their customers.
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Holdings
Item type Current library Call number Status Date due Barcode
General General ATU Dublin Road General Shelves 658 JOH (Browse shelf(Opens below)) Available G107805

Includes bibliographical references and index.

Part 1: Introduction -- Introduction to service operations management -- The service concept -- Part 2: Customer and supplier relationships -- Customer and supplier relationships -- Customer expectations and satisfaction -- Managing supply relationships -- Part 3: Service delivery -- Service processes -- Service people -- Resource utilisation -- Networks, technology and information -- Part 4: Performance management -- Performance measurement and management -- Linking operations decisions to business performance -- Driving operational improvement -- Part 5: Managing strategic change -- Service strategy -- Service culture -- Operational complexity

The central focus of this book is how organizations deliver service and the operational decisions that managers face in managing resources and delivering service to their customers.

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