- ホーム
- > 洋書
- > 英文書
- > Business / Economics
Full Description
To remain relevant in today's world, practitioners should presume that they have two jobs: first, to do their work effectively so that they provide value to the organization; second, to improve how the work is done so that their organization remains competitive. This book offers clear guidance to excel at this ubiquitous second job.
Informed by an appreciation that most personnel that work in any firm, even firms that are manufacturing-oriented, routinely provide services as a key element of their jobs, this book explains how to provide and improve internal customer service, regardless of industry or role. It illustrates the common features, or service process "DNA," while providing a diverse set of examples to enhance understanding. Written by a pioneer in the development of principles and methodologies that address services in a structured and distinctive manner, this book stresses that service processes are distinctly different from manufacturing processes.
Rigorous and practical, this book will appeal to students and professionals alike, in business, hospitality, industrial management, public health, and other fields.
Online resources include Excel files that act as templates to help with quantitative analysis routines.
Contents
List of Figures List of Tables Preface Acknowledgements 1. Service Science 2. The Business Process 3. Defining Value 4. Process Mapping & Analysis 5. Waste Removal 6. Consumption Mapping 7. Adding Value 8. Determining Capacity Levels 9. Modeling Business Process Queues 10. Measuring Business Process Performance 11. Statistical Monitoring of Performance 12. Business Process Improvement 13. Supporting Infrastructure for Process Improvement 14. Business Process Outsourcing Appendix Glossary Supplemental Reading Index
