Service Operations Management: Improving Service Delivery

by Graham Clark (Author), Graham Clark (Author), Prof Robert Johnston (Author)

• Used

  Paperback
  2005

  $4.30

  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.

• Used

  Paperback
  2008

  $6.86
• Written specifically to better serve the needs of students on services-orientated operations management courses.
• The first European-originated book.
• Operations management is set within the wider business context, recognising the impact of other management functions and covering wider issues, such as organisational culture and design, people issues, and customer relationships.
• Includes international examples from different types of organizations, such as: the Internet, public and voluntary sectors, mass transport services, professional services, retailers, internet services, tourism and hospitality.
• Each chapter identifies key operations management issues and provides definitions of key terms, real world illustrations, chapter summaries, case exercises, further reading and questions.