Service operations management : improving service delivery [printed text] / Robert Johnston, Author ; Graham Clark, Author  . -  3rd Edition . - Harlow : Financial Times Prentice Hall, 2008 . - xvi, 533 p. : ill (b & w) ; 25 cm.
ISBN : 978-1-4058-4732-2

Class number:	658
Abstract:	Building on the basic principles of operations management, this book examines the operational decisions that managers face in controlling their resources and delivering services. 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.
Contents note:	Part One: Introduction 1. Introduction to service operations management; 2. The service concept Part Two: Customer and Supplier Relationships 3. Customer and supplier relationships; 4. Customer expectations and satisfaction; 5. Managing supply relationships Part Three: Service Delivery 6. Service processes; 7. Service people; 8. Resource utilisation; 9. Networks, technology and information Part Four: Performance Management 10. Performance measurement and management; 11. Linking operations decisions to business performance; 12. Driving operational improvement Part Five: Managing Strategic Change 13. Service strategy; 14. Service culture; 15. Operational complexity Index.