Publisher Description

- A glossary of key terms.

Table of Contents

SECTION ONE: SERVICES, STRATEGY AND PEOPLEIntroduction to Services ManagementService Operations StrategyPeople, Leadership and ManagementSECTION TWO: DEVELOPING NEW SERVICESThe Product and Service Design ProcessCustomer IdentificationDesign SpecificationsControlling the ProcessLearning from Product and Service FailuresSECTION THREE: MANAGEMENT OF SERVICE OPERATIONSService Quality ManagementGlobal Supply Chain ManagementServices Location and DistributionManaging Capacity and Variations in DemandEvaluation and Performance Measurement and Service ImprovementThinking about Managing for `the Future′SECTION FOUR: CASE STUDY`Trenbrover Football Club′

Long Description

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. Readers are introduced to the main differences between managing services to managing products and given a concise induction into the core principles of operations management. The text then maps out each consecutive stage in the life of a service, from the initial business proposal for a new service, through market research practices, to the development and implementation of a service and concludes with the termination and disposal of a service. Chapters contain pedagogical features that will help students to get the most from the ideas and examples being presented in the book including chapter objectives; short cases; student exercises; chapter summaries; further reading section; and a glossary of key terms. Managing Service Operations has been written to support advanced undergraduate and graduate students studying Services Operations Management, Operations and Design, and general Operations Management.

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