Service operations management / Robert Johnston, Graham Clark.

Enhanced descriptions from Syndetics:

For Service Operations Management courses within undergraduate business studies. This is the first modern European-originated book to apply operations management specifically to the service sector, providing tools, frameworks and techniques for operational analysis and improvement. Building on the basic principles of operations management, the book examines the operations decisions that managers face in managing their resources and in delivering services to their customers.Although the emphasis is on operations, the text also recognises the impact of other management functions on service delivery. Indeed, the key issue of service delivery is the prime focus of the book.

Table of contents provided by Syndetics

• Preface
• Acknowledgements
• About the Authors
• Part 1 Introduction
• 1 Introduction to service operations management
• 2 The service concept
• Part 2 Customer and supplier relationships
• 3 Customers and relationships
• 4 Customer expectations and satisfaction
• 5 Managing supply relationships
• Part 3 Service delivery
• 6 Service processes
• 7 Service capacity
• 8 Service people
• 9 Structure: Networks, technology and information
• Part 4 Performance management
• 10 Performance measurement
• 11 Linking operations decisions to business performance
• 12 Driving operational improvement
• Part 5 Managing strategic change
• 13 Service strategy
• 14 Service culture
• 15 Operational complexity