Service Operations Management
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.
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Persons
John McManus is a strategist, researcher, author, advisor, speaker and teacher, and throughout his academic career and writings, he has brought strategy concepts to bear on many of the most demanding problems facing emerging economies, including global and national competition and firm strategy. Dr McManus research is widely cited and his papers have received international recognition and awards.
Mats Winroth is a Professor of Technology Management and Economics at Chalmers University of Technology, Sweden. He has an industrial background in product development and industrial engineering.
Jannis Angelis is a Docent in Operations Strategy in the Department of Industrial Economics and Management at KTH Royal Institute of Technology, Sweden. He has a background in venture capital, management consultancy and working for the United Nations. He has received four teaching and eight international research awards.
Content
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.