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. |
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... area from trigger to disposal. Managing this total process is far from easy, as it is necessary to coordinate a large number of people. In this chapter we look at who should be involved and how to coordinate these experts.This includes ...
... areas where additional training must be given to enable those involved to do these tasks. Before we go any further, however, you ought to know where we are starting from and how we got here. An instant guide to the history of management ...
... area thick with gurus. Deming said that quality problems were 85% management problems – that is why he had to leave the United States to get listened to. Juran told us that improvement is always possible. Ishikawa did his bit for ...
... area for growth for manufactured products will be those large countries that have very low cost labour, a large potential ... areas of employment in the UK are all in customer service roles. The importance of 'services' to the economy of ...
... area, well-designed services can be very profitable.The opportunities for innovation through technology, marketing ... areas will benefit from an injection of good design and good operations management. What is a service? A service has ...
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 |