Service Operations Management
Published on 19. January 1995
Book
Paperback/Softback
576 pages
978-0-13-180449-4 (ISBN)
Description
Boasting a strong managerial orientation, this text explores service operations. It differentiates service operations issues from those associated with manufacturing while showing how common aspects of various services allow them to benefit from similar types of analysis. Centring its discussion on the "service encounter" and its supporting elements, the text describes how the encounter can be supported and efficiency maximized with both quantitative and qualititative tools.
More details
Language
English
Place of publication
Harlow
United Kingdom
Publishing group
Pearson Education Limited
Target group
College/higher education
Professional and scholarly
Dimensions
Height: 235 mm
Width: 180 mm
Weight
589 gr
ISBN-13
978-0-13-180449-4 (9780131804494)
Copyright in bibliographic data is held by Nielsen Book Services Limited or its licensors: all rights reserved.
Schweitzer Classification
Other editions
Previous edition
Roger W. Schmenner
Service Operations Management
Book
01/1995
Prentice Hall
€54.61
Article exhausted; check different version
Content
The nature of services; supporting the service encounter; flows, bottlenecks and balance; bottlenecks in space and time - layouts and variability; making quality happen; service standards; plans, schedules and controls; matching demand and supply; managing inventories - time independent systems; issues in logistics, location and franchising; dealing with capacity change; managing projects. Service tours: a project- Greupel DeMars Inc.; A service factory - Burger King Restaurant; A service shop - Ogle-Tucker Buick; mass service - Thalhimer's-Cloverleaf Mall Store; professional service - Arthur Anderson and Co. Cases and exercises: Desrochers Inc.; Stocker and Driscoll - coping with Thames Valley controls; Sulfadyne Corporation - corporate facilities department; Metro area bus maintenance.