Service Operations Management by Nigel Slack - Bookswagon
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Home > Business and Economics > Business and Management > Management and management techniques > Management of specific areas > Service Operations Management: Improving Service Delivery
Service Operations Management: Improving Service Delivery

Service Operations Management: Improving Service Delivery


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About the Book

Analyse and address organisational challenges using real world examples Service Operations Management, 5th Edition, by Robert Johnston et al. is a market-leading text on service operations management and provides a clear understanding of how service performance can be improved in organisations. This textbook applies underlying theories to the real world challenges faced by service operations managers on a daily basis, by providing a diverse range of examples and illustrations. Each chapter provides a range of tools, frameworks and techniques designed to help your students better analyse existing operations and understand ways to deal with operational challenges. The full text downloaded to your computer With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends eBooks are downloaded to your computer and accessible either offline through the Bookshelf (available as a free download), available online and also via the iPad and Android apps. Upon purchase, you'll gain instant access to this eBook. Time limit The eBooks products do not have an expiry date. You will continue to access your digital ebook products whilst you have your Bookshelf installed.

Table of Contents:
PART I: FRAMING SERVICE OPERATIONS 1. Introduction to service operations 2.The world of service 3. Service strategy 4. The service concept PART II: SERVICE PEOPLE 5. Customer relationships 6. Service quality 7. Designing customer experience 8. People in the service operation 9. Service culture PART III: DELIVERING SERVICE 10. Service supply networks 11. Designing the service process 12. Managing service performance 13. Service resources and capacity PART IV: IMPROVING SERVICE OPERATIONS 14. Service innovation 15. Service improvement 16. Learning from problems 17. Learning from other operations Index

About the Author :
Robert Johnston was Professor of Operations Management at Warwick Business School. He had a management degree from the University of Aston and a Ph.D. from the University of Warwick. Before moving to academia Bob held several line management and senior management posts in a number of service organisations in both the public and private sectors. Michael Shulver is a Senior Lecturer in the Information, Decision and Operations Division at Bath School of Management where he is the Director of Online Teaching. Michael has an MBA and Ph.D. degrees from the University of Warwick. Before his time in academia Michael was an aircraft engineer and he has also worked as a consultant in performance management. Nigel Slack is Emeritus Professor of Operations Management and Strategy at Warwick Business School, an Honorary Professor at Bath University and 'Honorary Fellow of the European Operations Management Association'. He is an educator, consultant and writer with wide experience in many sectors. Graham Clark is Senior Lecturer in Operations Management at Cranfield School of Management and Director of the Executive MBA Programme. He has a degree in mechanical engineering from Leeds University and a master's degree in management from Imperial College, London University. He is a non-executive director of the Institute of Customer Service and a member of the leadership team of the UK chapter of the Association for Service Management.


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Product Details
  • ISBN-13: 9781292098050
  • Publisher: Pearson Education Limited
  • Publisher Imprint: Pearson Education Limited
  • Language: English
  • Sub Title: Improving Service Delivery
  • ISBN-10: 1292098058
  • Publisher Date: 18 Dec 2020
  • Binding: Digital download
  • No of Pages: 640


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