Successful Service Operations Management - Hardcover

Metters, Richard D; Pullman, Madeleine; King-Metters, Kathryn H.

Hardcover

ISBN 10: 0324135564 ISBN 13: 9780324135565

Publisher: South-Western, 2002

Synopsis

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.

About this title

Synopsis

Covering the full cycle of building a service business, this textbook identifies the elements of business strategy, details implementation techniques, discusses capacity management, and describes the everyday skills managers need. Case studies provide real-world illustrations of the principles described. Charts, diagrams, and screen captures supply

Edition details

• Publisher: South-Western
• Publication date: 2002
• Language: English
• ISBN 10: 0324135564
• ISBN 13: 9780324135565
• Binding: Hardcover
• Number of pages: 374