Service operations management (Record no. 101822)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02304nam a2200169Ia 4500 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9788131501603 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.5 MET |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Meters, Richard Et.al |
| 245 ## - TITLE STATEMENT | |
| Title | Service operations management |
| 250 ## - EDITION STATEMENT | |
| Edition statement | - |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Name of publisher, distributor, etc. | Cengage |
| Place of publication, distribution, etc. | New Delhi |
| Date of publication, distribution, etc. | 2006 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 370 |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Table of Contents<br/>Introduction: Services in the Economy.<br/>Part 1. Formulating Strategy.<br/>Strategic Positioning. 3. Internet Strategies.<br/>Environmental Strategies.<br/>Part 2. Designing the Delivery System.<br/>New Service Development. 6. Managing Service Experiences.<br/>The Front-Office, Back-Office Interface. 8. Outsourcing and Off shoring.<br/>Part 3. Imporving The Delivery System.<br/>Analyzing Processes.<br/>Service Quality.<br/>Six Sigma for Service Process Improvement.<br/>Part 4. Matching Supply and Demand.<br/>Yield Management.<br/>Inventory in Services.<br/>Waiting Time Management.<br/>Part 5. Tools for Managing Services.<br/>Real-World Project Management.<br/>Site Selection For Services.<br/>Advanced Models: Data Envelopment Analysis.<br/>Advanced Models: Scoring Systems. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | This book covers the full cycle of building a service business from concept formation through implementation. The first section of the book - three chapters - focuses on constructing a business strategy. The next section details how to implement that strategy in the design of the service system. Capacity management is an important strategic and tactical issue in many services, and is the subject of the four chapters in the third section of the book. Finally, the last four chapters provide managers with tools needed for everyday operation.<br/><br/>Key Feature<br/>New Real-World Case Studies add both a real-world context to the material and a decision orientation keeps students interested as they immediately see how the content can be used to make decisions.<br/>This book introduces coverage and topics not always seen in other texts. Examples include Internet strategies, environmental strategies, creating customer experiences, back-office design, and scoring systems.<br/>Boxed Features provide real-life examples of theoretical concepts<br/>The material included in the text is more qualitative, as a significant portion of the quantitative material has been moved to the all new student CD |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Operations management |
| -- | Customer services--Management |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Books |
| Withdrawn status | Lost status | Damaged status | Not for loan | Collection code | Home library | Current library | Date acquired | Cost, normal purchase price | Total Checkouts | Full call number | Barcode | Date last seen | Price effective from | Koha item type | Shelving location | Source of acquisition |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| GSB Collection | 04/04/2014 | 429.00 | 658.5 MET | B1368 | 04/04/2014 | 04/04/2014 | Books | |||||||||
| 17/12/2015 | 658.5 MET | CD1078 | 17/12/2015 | 17/12/2015 | Visual Materials | B1368 |