Service operations management

By:

Meters, Richard Et.al

Material type: Text

TextPublication details: Cengage New Delhi 2006Edition: -Description: 370ISBN:

9788131501603

Subject(s):

Operations management Customer services--Management

DDC classification:

658.5 MET

Contents:

Table of Contents Introduction: Services in the Economy. Part 1. Formulating Strategy. Strategic Positioning. 3. Internet Strategies. Environmental Strategies. Part 2. Designing the Delivery System. New Service Development. 6. Managing Service Experiences. The Front-Office, Back-Office Interface. 8. Outsourcing and Off shoring. Part 3. Imporving The Delivery System. Analyzing Processes. Service Quality. Six Sigma for Service Process Improvement. Part 4. Matching Supply and Demand. Yield Management. Inventory in Services. Waiting Time Management. Part 5. Tools for Managing Services. Real-World Project Management. Site Selection For Services. Advanced Models: Data Envelopment Analysis. Advanced Models: Scoring Systems.

Summary: 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. Key Feature 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. 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. Boxed Features provide real-life examples of theoretical concepts 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

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Holdings
Item type	Current library	Collection	Call number	Status	Date due	Barcode
Visual Materials	H.T. Parekh Library		658.5 MET (Browse shelf(Opens below))	Available		CD1078
Books	H.T. Parekh Library	GSB Collection	658.5 MET (Browse shelf(Opens below))	Available		B1368

Table of Contents
Introduction: Services in the Economy.
Part 1. Formulating Strategy.
Strategic Positioning. 3. Internet Strategies.
Environmental Strategies.
Part 2. Designing the Delivery System.
New Service Development. 6. Managing Service Experiences.
The Front-Office, Back-Office Interface. 8. Outsourcing and Off shoring.
Part 3. Imporving The Delivery System.
Analyzing Processes.
Service Quality.
Six Sigma for Service Process Improvement.
Part 4. Matching Supply and Demand.
Yield Management.
Inventory in Services.
Waiting Time Management.
Part 5. Tools for Managing Services.
Real-World Project Management.
Site Selection For Services.
Advanced Models: Data Envelopment Analysis.
Advanced Models: Scoring Systems.

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.

Key Feature
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.
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.
Boxed Features provide real-life examples of theoretical concepts
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

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