Service operations management improving service delivery 4th edition pdf

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service operations management improving service delivery 4th edition pdf

Service Operations Management: Improving Service Delivery | News Archive | WBS

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Published 25.05.2019

SERVICE OPERATIONS MANAGEMENT Lec 04

Service Delivery (4th Edition) by Robert Johnston. () Download Service Operations Management: Improving Service D pdf.

ISBN 13: 9780273740483

This international market-leading book, aimed at both students and practising managers, provides a comprehensive and balanced introduction to service operations management. Building on the basic principles of operations management, the authors examine the operations decisions that managers face in controlling their resources and delivering services to their customers. Combining a unique practical approach with a detailed theoretical underpinning, the authors provide tools, frameworks and techniques for operational analysis and improvement and set operations management within the wider business context, bringing a valuable 'real world' perspective to this growing area. Each chapter includes definitions of key terms, real-world examples and case studies with exercises, questions to test both understanding and application together with recommended further reading and suggested web sites to deepen your knowledge. The book is accompanied by a new and revolutionary web support for lecturers. This has been created by Michael Shulver and includes short videos of the authors on how to teach each chapter, additional resources and it also provides a forum to create a community of users to share their ideas and experiences. By continuing to browse this site, we will assume that you consent to the use of cookies in line with our cookie policy.

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This international market-leading book, aimed at both students and practising managers, provides a comprehensive and balanced introduction to service operations management. Building on the basic principles of operations management, the authors examine the operations decisions that managers face in controlling their resources and delivering services to their customers. Each chapter includes definitions of key terms, real-world examples and case studies with exercises, questions to test both understanding and application, together with recommended further reading and suggested websites to deepen your knowledge. Service Operations Management is an invaluable guide to students and managers confronting operational issues in service management, whether from a general management perspective or focused in specific sectors, such as tourism and leisure or business services. This book is ideal for undergraduates, postgraduates or executives wishing to gain a deeper understanding of managing service operations and improving service delivery.

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