Successful service operations management.
Successful service operations management.
Service operations management.
- Second edition / Richard Metters [and others]
- xx, 406 pages : illustrations ; 26 cm + 3 CD-ROMs (4 3/4 in.)
Revised edition of: Successful service operations management / Richard Metters, Kathryn King-Metters, Madeleine Pullman. c2003. Accompanying CD-ROM includes a significant portion of the quantitative material from the text and updated coverage on queuing, location and DEA chapters. Additional CD-ROMs include a 120 day trial for Microsoft Office Project Professional 2003 and Microsoft Office Project Server 2003.
Includes bibliographical references and indexes.
1. Introduction: Services in the Economy. PART 1: FORMULATING STRATEGY. 2. Strategic Positioning. 3. Internet Strategies. 4. Environmental Strategies. PART 2. DESIGNING THE DELIVERY SYSTEM. 5. New Service Development. 6. Managing Service Experiences. 7. The Front-Office, Back-Office Interface. 8. Outsourcing and Offshoring. PART 3. IMPORVING THE DELIVERY SYSTEM. 9. Analyzing Processes. 10. Service Quality. 11. Six Sigma for Service Process Improvement. PART 4. MATCHING SUPPLY AND DEMAND. 12. Yield Management. 13. Inventory in Services. 14. Waiting Time Management. PART 5. TOOLS FOR MANAGING SERVICES. 15. Real-World Project Management. 16. Site Selection For Services. 17. Advanced Models: Data Envelopment Analysis. 18. Advanced Models: Scoring Systems.
Covers the cycle of building a service business from concept formation through implementation. This book focuses on constructing a business strategy and describes how to implement that strategy in the design of the service system.
0324224370 (set) 0324224389 (text) 0324224397 (CDROM) 0324321783 (Microsoft trial CDROMs)
2004111829
Customer services--Management.
Customer services--Management--Case studies.
HF5415.5 / .M48 2006
658.812 / S
Revised edition of: Successful service operations management / Richard Metters, Kathryn King-Metters, Madeleine Pullman. c2003. Accompanying CD-ROM includes a significant portion of the quantitative material from the text and updated coverage on queuing, location and DEA chapters. Additional CD-ROMs include a 120 day trial for Microsoft Office Project Professional 2003 and Microsoft Office Project Server 2003.
Includes bibliographical references and indexes.
1. Introduction: Services in the Economy. PART 1: FORMULATING STRATEGY. 2. Strategic Positioning. 3. Internet Strategies. 4. Environmental Strategies. PART 2. DESIGNING THE DELIVERY SYSTEM. 5. New Service Development. 6. Managing Service Experiences. 7. The Front-Office, Back-Office Interface. 8. Outsourcing and Offshoring. PART 3. IMPORVING THE DELIVERY SYSTEM. 9. Analyzing Processes. 10. Service Quality. 11. Six Sigma for Service Process Improvement. PART 4. MATCHING SUPPLY AND DEMAND. 12. Yield Management. 13. Inventory in Services. 14. Waiting Time Management. PART 5. TOOLS FOR MANAGING SERVICES. 15. Real-World Project Management. 16. Site Selection For Services. 17. Advanced Models: Data Envelopment Analysis. 18. Advanced Models: Scoring Systems.
Covers the cycle of building a service business from concept formation through implementation. This book focuses on constructing a business strategy and describes how to implement that strategy in the design of the service system.
0324224370 (set) 0324224389 (text) 0324224397 (CDROM) 0324321783 (Microsoft trial CDROMs)
2004111829
Customer services--Management.
Customer services--Management--Case studies.
HF5415.5 / .M48 2006
658.812 / S