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Full Description
This engaging and accessible textbook explores the challenges and complexities of managing operations in a service industry setting. Comprehensive in scope, this textbook considers key concepts from strategy and operations management from a global services perspective and integrates traditional theory with cutting-edge contemporary examples. Taking a student-centred approach, it gives the reader a solid understanding of the key issues faced by contemporary service organisations, from managing and reviewing risk to managing supplier relationships. Rich pedagogy, integrated online resources and relevant international case studies develop strategic thinking skills and equip students with the essential tools and techniques needed to plan, design, manage and control operations in diverse service industry contexts.
This is an ideal textbook for students of service operations management at undergraduate, postgraduate and MBA level.
Accompanying online resources for this title can be found at bloomsburyonlineresources.com/service-operations-management. These resources are designed to support teaching and learning when using this textbook and are available at no extra cost.
Contents
Preface
1. Introducing Service Management and Strategic Development
2. Linking Service Management and Strategic Development
3. Linking Service Management, Strategic Implementation, Assessment and Review
4. Designing Service and Operational Processes
5. Contemporary Service and Operational Processes
6. Capacity, Demand Planning, Forecasting and Yield Management
7. Supply Chains, Logistics and Inventory Management
8. Service Operations and Quality Management
9. Procurement within Operations and Service Management
10. Decision Support Systems (DSS): Their Application and Use in Services
11. Continual Service Improvement and Knowledge Transfer
Epilogue.
