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9781412929523 Academic Inspection Copy

Managing Service Operations

Design and Implementation
  • ISBN-13: 9781412929523
  • Publisher: SAGE PUBLICATIONS INC
    Imprint: SAGE PUBLICATIONS INC
  • By William J Hollins, By Sadie Shinkins
  • Price: AUD $434.00
  • Stock: 0 in stock
  • Availability: This book is temporarily out of stock, order will be despatched as soon as fresh stock is received.
  • Local release date: 18/12/2006
  • Format: Hardback (242.00mm X 170.00mm) 312 pages Weight: 690g
  • Categories: Operational research [KJT]
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Guiding readers through each stage in the design and implementation of service operations, this book combines examples that are easy to relate to with theory. It contains chapters that include: Chapter objectives; Short cases; Student exercises; Chapter summaries; Further reading section; and A glossary of key terms.
SECTION ONE: SERVICES, STRATEGY AND PEOPLE Introduction to Services Management Service Operations Strategy People, Leadership and Management SECTION TWO: DEVELOPING NEW SERVICES The Product and Service Design Process Customer Identification Design Specifications Controlling the Process Learning from Product and Service Failures SECTION THREE: MANAGEMENT OF SERVICE OPERATIONS Service Quality Management Global Supply Chain Management Services Location and Distribution Managing Capacity and Variations in Demand Evaluation and Performance Measurement and Service Improvement Thinking about Managing for `the Future' SECTION FOUR: CASE STUDY `Trenbrover Football Club'
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