Service Operations Management - Softcover

Johnston, Prof Robert; Clark, Graham

Softcover

ISBN 10: 0273639226 ISBN 13: 9780273639220

Publisher: Financial Times/ Prentice Hall, 2000

Synopsis

For Service Operations Management courses within undergraduate business studies. This is the first modern European-originated book to apply operations management specifically to the service sector, providing tools, frameworks and techniques for operational analysis and improvement. Building on the basic principles of operations management, the book examines the operations decisions that managers face in managing their resources and in delivering services to their customers.Although the emphasis is on operations, the text also recognises the impact of other management functions on service delivery. Indeed, the key issue of service delivery is the prime focus of the book.

About this title

From the Back Cover

Limp Blurb
Johnston- Service Operations Management
Approved version
This major new text provides a refreshingly new, comprehensive and balanced introduction to Service Operations Management. Building on the basic principles of operations management, the book examines the operations decisions that managers may face in managing their resources and delivering services to their customers. Although the emphasis is on operations, the text also recognizes the impact of other management functions on service delivery. Indeed, the key issue of service delivery is the prime focus of the book. Requiring only basic knowledge of operations mangement theory, the book is easy-to-read and accessible to undergraduates as well as practising managers. As such, `Service Operations Management' will be an invaluable guide to students and managers confronting operational issues in service management.
Key features-
* Provides a valuable operations management perspective on a large and growing, yet hitherto neglected area;
* Includes international examples from many types of organizations, such as- public sector, voluntary, mass transport services, professional services, retailers, internet services, tourism and hospitality to reflect the diversity of the service sector;
* Combines a practical approach with detailed theoretical underpinning to provide balanced coverage;
* Accessible - the contents are structured around 5 key tasks, thus breaking the subject into manageable chunks;
* Pedagogical features - each chapter provides- definitions of key terms and constructs; identifies key operations management issues; highlights a number of questions, ideas, frameworks, approaches and techniques showing how managers can improve their performance; real world illustrations; chapter summaries; case exercises; Further questions and reading;
* Instructors' Manual.
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Front cover
Spine
Back Cover
Full ISBN 0173-63922-6

Edition details

• Publisher: Financial Times/ Prentice Hall
• Publication date: 2000
• Language: English
• ISBN 10: 0273639226
• ISBN 13: 9780273639220
• Binding: Paperback
• Edition number: 1
• Number of pages: 432