Managing Service Operations: Design and Implementation - Rilegato

Hollins, Bill; Shinkins, Sadie

Rilegato

ISBN 10: 1412929520 ISBN 13: 9781412929523

Casa editrice: Sage Pubns Ltd, 2006

Riassunto

`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.

Su questo libro

Contenuti

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'

Product Description

Book by Hollins William J

Dettagli dell'edizione

• Editore: Sage Pubns Ltd
• Data di pubblicazione: 2006
• Lingua: Inglese
• ISBN 10: 1412929520
• ISBN 13: 9781412929523
• Rilegatura: Copertina rigida
• Numero edizione: 1
• Numero di pagine: 312
• Contatto del produttore: non disponibile
• Persona responsabile: Mare Nostrum Group B.V.; gpsr@mare-nostrum.co.uk; ; Doelen 72; Breda; 4831 GR; Paesi Bassi