Download Full eBooks in PDF
Managing Service Operations Book in PDF, ePub and Kindle version is available to download in english. Read online anytime anywhere directly from your device. Click on the download button below to get a free pdf file of Managing Service Operations book. This book definitely worth reading, it is an incredibly well-written.
Author : Robert Johnston,Graham Clark
Publisher : Pearson Education
Page : 1140 pages
File Size : 48,8 Mb
Release : 2005
Category : Business & Economics
ISBN : 0273683675
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.
Author : Bill Hollins,Sadie Shinkins
Publisher : SAGE
Page : 312 pages
File Size : 48,8 Mb
Release : 2006-09-18
Category : Business & Economics
ISBN : 9781848604667
`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.
Author : David W. Parker
Publisher : Edward Elgar Publishing
Page : 608 pages
File Size : 51,9 Mb
Release : 2018-06-29
Category : Business & Economics
ISBN : 9781788115940
Service Operations Management, Second Edition provides a global perspective on service operations, with expanded coverage of service operations for not-for-profit agencies, charities, NGOs and utilities, alongside commercial companies. With new, updated case studies and original research embracing big-data analytics and neurolinguistics in building customer service systems, this book will be an invaluable tool for postgraduate and MBA students of service operations and undergraduates specialising in hospitality, tourism and public sector management.
Author : Robert Johnston,Graham Clark,Michael Shulver
Publisher : Financial Times/Prentice Hall
Page : 462 pages
File Size : 52,9 Mb
Release : 2012
Category : Business & Economics
ISBN : 0273740482
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. New features for this4th edition include: . A new 17 chapter structure . A practical focus on how to' deal with the key issues and challenges facing service operations managers . A new chapter on the customer experience . A new chapter on driving continuous improvement . A new chapter on learning from other operations . A new chapter on world-class service . Six new end of chapter case exercises . A new full-colour design "Service Operations Management" is an invaluable guide to students and managers confronting operational issues in service management, whether from a general management perspective or focused in specific sectors, such as tourism and leisure or business services. This book is ideal for undergraduates, postgraduates or executives wishing to gain a deeper understanding of managing service operations and improving service delivery."
Author : Zoe J. Radnor,Nicola Bateman,Ann Esain,Maneesh Kumar,Sharon J. Williams,David M. Upton
Publisher : Routledge
Page : 462 pages
File Size : 47,5 Mb
Release : 2015-07-30
Category : Business & Economics
ISBN : 9781317602958
How do policy makers and managers square the circle of increasing demand and expectations for the delivery and quality of services against a backdrop of reduced public funding from government and philanthropists? Leaders, executives and managers are increasingly focusing on service operations improvement. In terms of research, public services are immature within the discipline of operations management, and existing knowledge is limited to government departments and large bureaucratic institutions. Drawing on a range of theory and frameworks, this book develops the research agenda, and knowledge and understanding in public service operations management, addressing the most pressing dilemmas faced by leaders, executives and operations managers in the public services environment. It offers a new empirical analysis of the impact of contextual factors, including the migration of planning systems founded on MRP/ERP and the adoption of industrial based improvement practices such as TQM, lean thinking and Six Sigma. This will be of interest to researchers, educators and advanced students in public management, service operations management, health service management and public policy studies.
Author : J. Nevan Wright,Peter Race
Publisher : Unknown
Page : 346 pages
File Size : 48,7 Mb
Release : 2004
Category : Service industries
ISBN : 0826467644
Draws on aspects of management of manufacturing operations to show the interrelationship of operations throughout the supply chain. Tools and techniques for developing and implementing value adding strategies are provided and examples are drawn on to give practical advice on how to make more efficient use of resources.
Author : W. Earl Sasser,Richard Paul Olsen,D. Daryl Wyckoff
Publisher : Allyn & Bacon
Page : 760 pages
File Size : 55,7 Mb
Release : 1978
Category : Hizmet endüstrisi- ABD- Yönetim- Durum araştırması
ISBN : UOM:49015001165530
Textbook on operational management in the service sector - presents case studies concerning service delivery systems in the USA, and discussing business organization, capacity management, and management techniques for service operations. Illustrations and statistical tables.
Author : David Parker
Publisher : Edward Elgar Publishing
Page : 585 pages
File Size : 55,8 Mb
Release : 2012-09
Category : Business & Economics
ISBN : 9781781006238
ïAs the services sector has become the most important sector of many of our economies, this book makes a valued contribution to our greater understanding of what features are critical to operational success in this sector. Based upon sound research and drawing on numerous cases studies, the author has delivered an expose that will be of value to academics and practitioners alike. From a long career in the field, the author has distilled critical content into a well-organised book that is a must for students and practitioners in services operations management. It is welcoming to read of service operations management in the not-for-profit and public sectors.Í _ Peter Liesch, University of Queensland Business School, Brisbane, Australia ïDavid has captured the essentials of service operations within a complete enterprise framework. Based upon case studies from a broad variety of organizations from around the globe, this easy to understand text is a must for students and practitioners alike. Students of service operations and indeed services marketing have been long awaiting a reference such as this.Í _ Derek Lundberg, Metcash Food & Grocery ïThe author recognizes the critical fact that service operations is worlds apart from manufacturing operations management that produces tangible products _ a failing of so many other texts that have drawn on yesteryear manufacturing paradigms to try and explain services. This book succeeds in combining operational analysis with the empirical research to arrive at a comprehensive understanding of the forces that shape and change the service sectors. Drawing on a wealth of information by virtue of his track record of many years researching the service sectors, this book will be invaluable to both students, practitioners and anyone interested in successful service operations _ tourism, hospitality, transport, retailing, utilities, not for profit, public service.Í _ George Downie, Senior Lecturer, Southampton Business School, UK ïThis is an important book for educators, students and professional managers. As the services sector becomes a larger and increasingly pervasive part of our economy and as service operations management becomes the biggest part of most organizations, the opportunity to increase productivity, quality, flexibility and innovation of service provision must be grasped firmly by those who want their organizations to remain competitive and successful. This book very effectively blends conceptual frameworks with new, practical case studies. It is full of valuable and useful insights.Í _ Danny Samson, University of Melbourne, Australia This comprehensive textbook will become required reading for postgraduate students seeking to understand the principles of service operations management and for undergraduate students specializing in hospitality, tourism or the public sector. It will also serve as a handbook for operations managers in service organizations as they seek to develop and implement improved operations strategies. Focusing on service delivery design, capacity, recovery, performance measurement and service strategy, the challenge of delivering exceptional service quality is addressed through a comparison of customersÍ perceptions and expectations. A new approach to quality in services describes the tools and methods for continuous service improvement. This accessible and engaging textbook is the ideal foundation for a course in service operations management. Each chapter: - ' represents a lecture and specific topic _ with specified learning objectives and outcomes ' develops using a ïchunking and scaffoldÍ pedagogical technique _ sub-sections in the chapter develop the chapterÍs theme ' includes examples of organizations and small case-vignettes suitable for class/group discussion and larger cases of international organizations for set-work activity ' draws upon contemporary research with clear citations to show the source _ each chapter has a bibliography and reference list ' includes a series of questions that can be asked of the audience/students _ either to promote discussion or to be set as an assignment See the companion website _ INCLUDE LINK _ for an Instructor Resource Guide and PowerPoint slides, with tips for activities and as a general guide to explore issues raised in the book.
Author : Robert Johnston,Michael Shulver,Nigel Slack,Graham Clark
Publisher : Unknown
Page : 632 pages
File Size : 54,7 Mb
Release : 2020-10
Category : Electronic
ISBN : 1292064463
Author : Richard Metters
Publisher : Unknown
Page : 406 pages
File Size : 44,6 Mb
Release : 2006
Category : Customer services
ISBN : 0324314477
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 theservice system. Capacity management is an important strategic and tactical issue in many services, and is the subject of the four chaptersin the third section of the book. Finally, the last four chapters provide managers with tools needed for everyday operation.
Author : Robert G. Murdick,Barry Render,Roberta S. Russell
Publisher : Prentice Hall
Page : 614 pages
File Size : 43,9 Mb
Release : 1990
Category : Business & Economics
ISBN : 0205122507
Author : Management Association, Information Resources
Publisher : IGI Global
Page : 1780 pages
File Size : 46,7 Mb
Release : 2017-11-30
Category : Business & Economics
ISBN : 9781522539100
Organizations of all types are consistently working on new initiatives, product lines, and workflows as a way to remain competitive in the modern business environment. No matter the type of project at hand, employing the best methods for effective execution and timely completion of the task is essential to business success. Operations and Service Management: Concepts, Methodologies, Tools, and Applications is a comprehensive reference source for the latest research on business operations and production processes. It examines the need for a customer focus and highlights a range of pertinent topics such as financial performance measures, human resource development, and business analytics, this multi-volume book is ideally designed for managers, professionals, students, researchers, and academics interested in operations and service management.
Author : Robert Johnston,Graham Clark
Publisher : Pearson Education
Page : 524 pages
File Size : 51,9 Mb
Release : 2005
Category : Business & Economics
ISBN : 0273683675
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.
Author : Neil Bentley,Richard Jeffery
Publisher : Practical Inspiration Publishing
Page : 266 pages
File Size : 50,9 Mb
Release : 2021-01-18
Category : Business & Economics
ISBN : 9781788602303
If you’re at the sharp end of management, juggling conflicting demands to keep your organization’s promises to customers, with ever-reducing resources whilst implementing the latest digital change programme and keeping your team happy – this is the book for you. Active Operations Management gives you the framework and tools to help you take control and make the most of the evolving world of service operations. The challenges of robotics, remote working and lean operations demand a new approach to give people and organizations the confidence they need to thrive and deliver in the agile age. This ground-breaking playbook specifically addresses the practical needs of operations managers. Discover: The four critical activities for effective control, and the daily and weekly rhythms which make them effective and sustainable. Practical measures of work and performance which enable like-for-like comparisons and resource balancing across diverse teams. Real-world examples showing you how to raise productivity, improve staff engagement and wellbeing. Online resources which support your control of the truly agile operation. Neil Bentley and Richard Jeffery have spent over 30 years working with operations managers to simplify and bring structure to the challenges of managing in complex organizations. Today their Active Operations Management methodology is used by thousands of managers, raising performance and ensuring the wellbeing of those involved.
Author : Jonah C. Pardillo
Publisher : Unknown
Page : 0 pages
File Size : 51,7 Mb
Release : 2019-11
Category : Business & Economics
ISBN : 1774072890
Service Operations Management gives an introduction to service operations management and also talks about the customer experiences and satisfaction. It elaborates on the improvement of service processes and talks about the networking and technology. Also discussed in the book is the performance management in service operations, strategic changes and its management, innovations and their relationship with the service development and supply chain management and its role in service operations management. These give deep insights on the subject matter in order to provide good understanding of it