Service Operations Management

Name: Service Operations Management
Brand: Pearson Education Limited
SKU: 41388706
Price: 68.47 EUR
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Improving Service Delivery (Sprache: Englisch)

Autoren: Robert Johnston , Graham Clark , Michael Shulver

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Service Operations Management, Robert Johnston, Graham Clark, Michael Shulver

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Produktdetails

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Inhaltsverzeichnis
Autorenporträt
Biblio. Angaben / Produktdetails

Produktinformationen zu „Service Operations Management “

Klappentext zu „Service Operations Management “

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.

Inhaltsverzeichnis zu „Service Operations Management “

Part 1: INTRODUCTION 1 Introducing Service Operations Management 2 Understanding the Challenges for Operations Managers Part 2: FRAME 3 Developing and Using the Service Concept Part 3: CONNECT 4 Understanding Customers and Relationships 5 Managing Customer Expectations and Perceptions 6 Managing Supply Networks and Supplier Relationships Part 4: DELIVER 7 Designing the Customer Experience 8 Designing the Service Process 9 Measuring, Controlling and Managing 10 Managing People 11 Managing Service Resources Part 5: IMPROVE 12 Driving Continuous Improvement 13 Learning from Problems 14 Learning from Other Operations Part 6: IMPLEMENT 15 Creating and Implementing the Strategy 16 Understanding and Influencing Culture 17 Building a World-class Service Organisation

Autoren-Porträt von Robert Johnston, Graham Clark, Michael Shulver

Robert Johnston is Professor of Operations Management at Warwick Business School. Graham Clarkis Senior Lecturer in Operations Management at Cranfield School of Management and Director of the Executive MBA Programme. Michael Shulver is a Senior Teaching Fellow in the Operations Management Group at Warwick Business School where he is the Academic Director of the School's BSc in Management.

Bibliographische Angaben

Autoren: Robert Johnston , Graham Clark , Michael Shulver
4 ed, 488 Seiten, mit Abbildungen, Maße: 19,7 x 26,6 cm, Kartoniert (TB), Englisch
Verlag: Pearson Education Limited
ISBN-10: 0273740482
ISBN-13: 9780273740483
Erscheinungsdatum: 19.04.2012

Sprache:

Englisch

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