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Managing service operations : design and implementation / Bill Hollins and Sadie Shinkins.

By: Contributor(s): Material type: TextTextPublication details: London : Sage Publications, 2006.Description: xii, 299 p. : ill. ; 25 cmISBN:
  • 9781412929523 (hbk.) :
  • 9781412929530 (pbk.) :
  • 1412929539 (pbk.)
  • 9781412929523 (hbk.)
  • 1412929520 (hbk.)
  • 9781412929530 (pbk.)
Subject(s): DDC classification:
  • 658 HOL
Online resources:
Contents:
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\'
Summary: Guiding readers through each stage in the design and implementation of service operations, this book combines examples that are easy to relate to with theory. It contains chapters that include: Chapter objectives; Short cases; Student exercises; Chapter summaries; Further reading section; and A glossary of key terms.
Holdings
Item type Current library Call number Copy number Status Date due Barcode
Short Loan TUS: Midlands, Main Library Athlone General Lending 658 HOL (Browse shelf(Opens below)) 1 Available 206137

Includes bibliographical references (p. [289]-296) and index.

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\'

Guiding readers through each stage in the design and implementation of service operations, this book combines examples that are easy to relate to with theory. It contains chapters that include: Chapter objectives; Short cases; Student exercises; Chapter summaries; Further reading section; and A glossary of key terms.

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