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Service operations management : improving service delivery / Robert Johnston, Graham Clark, Michael Shulver

Main Author Johnston, Robert, 1953- Coauthor Clark, Graham, 1949-
Shulver, Michael Edition 4th ed. Publication Essex : Pearson, 2012 Description 462 p. ISBN 9780273740483 Topical name Operações - Gestão CDU 658.64
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Item type Current location Call number Status Date due Barcode Item holds
Book Biblioteca Universidade Europeia (QBN)
658.64 JOH Available UE22720
Total holds: 0

Table of contents

Part I - Introduction

1. Introducing service operations management
2. Understanding the challenges for operations managers

Part II - Frame

3. Developing and using the service concept

Part III - Connect

4. Understanding customers and relationships
5. Managing customer expectations and perceptions
6. Managing supply networks and supplier relationships

Part IV - Deliver

7. Designing the customer experience
8. Designing the service process
9. Measuring, controlling and managing
10. Managing people
11. Managing service resources

Part V - Improve

12. Driving continuous improvement
13. Learning from problems
14. Learning from other operations

Part VI - Implement

15. Creating and implementing the strategy
16. Understanding and influencing culture
17. Building a world-class service organisation

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