Service Operations Management - Couverture souple

Johnston, Robert; Clark, Graham

Couverture souple

ISBN 10 : 0273639226 ISBN 13 : 9780273639220

Editeur : Pearson Education Limited, 2000

Synopsis

For Service Operations Management courses within undergraduate business studies. This is the first modern European-originated book to apply operations management specifically to the service sector, providing tools, frameworks and techniques for operational analysis and improvement. Building on the basic principles of operations management, the book examines the operations decisions that managers face in managing their resources and in delivering services to their customers.Although the emphasis is on operations, the text also recognises the impact of other management functions on service delivery. Indeed, the key issue of service delivery is the prime focus of the book.

A propos du livre

Quatrième de couverture

"Johnston and Clark's Service Operations Management is an extraordinary textbook that immediately brings operations management to life for all managers."

Thomas Christiansen, Assistant Professor, Center for Technology, Economics and Management, Technical University of Denmark

This international market-leading book 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 practical approach with a detailed theoretical underpinning, this book provides tools, frameworks and techniques for operational analysis and improvement and sets operations management within the wider business context, bringing a valuable perspective to this growing area.

Each chapter includes definitions of key terms, real-world examples and case studies with exercises, questions to test your understanding and recommended further reading to deepen your knowledge.

In this new edition the authors have

• explored the links between strategy, operations and performance;
• added an even broader spread of case studies, both internationally and by sector;
• included more business-to-business coverage;
• increased the analysis of the balance between quality, efficiency and productivity.

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.

"Johnston and Clark is an outstanding text and should remain at the forefront of service management texts for the foreseeable future. It has attracted excellent student feedback."  

Geoffrey Plumb, Senior Lecturer, Staffordshire University

�??Finally, a book that encompasses and illustrates all the phases of service processes, giving the right emphasis to each rather than focusing exclusively on the marketing aspects of the service context.�??

Andrea Vinelli, Professor of Operations Management, University of Padova, Italy

 

Quatrième de couverture

"Johnston and Clark's Service Operations Management is an extraordinary textbook that immediately brings operations management to life for all managers."

Thomas Christiansen, Assistant Professor, Centre for Technology, Economics and Management, Technical University of Denmark

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.

New features for this 3rd edition include:

A variety of new international case studies, covering the key service sectors
Greater business-to-business coverage
Increased analysis of the balance between quality, efficiency and productivity

Information about web sites which provide either more information or practical examples of material in the book
More extensive exploration of the links between strategy, operations and performance

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.

 

Détails de l'édition

• Éditeur: Pearson Education Limited
• Date d'édition: 2000
• Langue: anglais
• ISBN 10: 0273639226
• ISBN 13: 9780273639220
• Reliure: Broché
• Nombre de pages: 432
• Coordonnées du fabricant: non disponible
• Personne responsable: Riccardo Bacigalupo; riccardo.bacigalupo@sanoma.it; ; Sanoma Italia Via Arconati, 1 �; Milano; 20135; Italie