Managing Service Operations: Design and ImplementationSAGE, 18 sep. 2006 - 312 sidor `Bill Hollins continues his practical investigation of design in the service sector. In this new book with Sadie Shinkins, he provides a down to earth approach to an important topic in the field′ - Naomi Gornick, Honorary Professor, University of Dundee Guiding readers through each stage in the design and implementation of service operations, this book combines lively examples that are easy to relate to with clearly explained theory. Throughout, chapters contain pedagogical features that will help students to get the most from the ideas and examples being presented in the book. They include: - Chapter objectives; - Short cases; - Student exercises; - Chapter summaries; - Further reading section; - A glossary of key terms. |
Innehåll
| 1 | |
| 3 | |
| 13 | |
| 25 | |
| 49 | |
| 51 | |
Chapter 5 Customer identification | 81 |
Chapter 6 Design specifications controlling the process | 91 |
Chapter 10 Global supply chain management | 171 |
Chapter 11 Services location and distribution | 201 |
Chapter 12 Managing capacity and variations in demand | 218 |
Chapter 13 Evaluation and performance measurement | 235 |
Chapter 14 Thinking about and managing for The Future | 246 |
Case Study | 263 |
Chapter 15 Trenbrover football club | 265 |
Glossary | 284 |
Chapter 7 Creativity and innovation | 104 |
Chapter 8 Learning from product and service failures | 125 |
Management of Service Operations | 141 |
Chapter 9 Service quality management | 143 |
Bibliography | 289 |
Index | 297 |
Andra upplagor - Visa alla
Managing Service Operations: Design and Implementation Bill Hollins,Sadie Shinkins Fragmentarisk förhandsgranskning - 2006 |
Managing Service Operations: Design and Implementation Bill Hollins,Sadie Shinkins Ingen förhandsgranskning - 2006 |
Managing Service Operations: Design and Implementation Bill Hollins,Sadie Shinkins Ingen förhandsgranskning - 2006 |
Vanliga ord och fraser
able achieved activities actually advantage analysis approach areas aspects become benchmarking benefits better blueprint capacity cause chapter communication competition concept considered Continued cost decisions delivery demand described design process detail effective elements example existing factors failure Figure focus further future give going ideas identify implementation important improve increase industry initial innovation inventory investment involved lead less look manufacturing market research materials means measure method move necessary occur operations organization particular performance person possible potential problem products and services purchasing reduce responsibility result sector specification stage standards start strategy success suppliers supply chain tend term things
Populära avsnitt
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