Service operations management, improving service delivery, (2^nd Ed.)

Written for students of operations management courses on an undergraduate, MSc or MBA course, this book combines a practical approach with detailed theoretical underpinning to provide a valuable perspective on this growing area. Providing tools, frameworks and techniques for operational analysis and improvement, the text builds on the principles of operations management, examining the operations decisions that managers face in controlling their resources and in delivering services to their customers.

INTRODUCTION. Introduction to service operations management. The service concept. CUSTOMER AND SUPPLIER RELATIONSHIPS. Customers and relationships. Customer expectations and satisfaction. Managing supply relationships. SERVICE DELIVERY. Service processes. Service people. Resource utilisation. Networks, technology and information. PERFORMANCE MANAGEMENT. Performance measurement. Linking operations decisions to business performance. Driving operational improvement. MANAGING STRATEGIC CHANGE. Service strategy. Service culture. Operational complexity.