Service Operations Management: Improving Service Delivery - Softcover

Johnston, Robert; Shulver, Michael; Slack, Nigel; Clark, Graham

Softcover

ISBN 10: 1292064463 ISBN 13: 9781292064468

Publisher: Pearson, 2020

Synopsis

Analyse and address organisational challenges using real world examples

Service Operations Management, 5th Edition, by Robert Johnston et al. is a market-leading text on service operations management and provides a clear understanding of how service performance can be improved in organisations. This textbook applies underlying theories to the real world challenges faced by service operations managers on a daily basis, by providing a diverse range of examples and illustrations. Each chapter provides a range of tools, frameworks and techniques designed to help you better analyse existing operations and understand ways to deal with operational challenges.

Pearson, the world's learning company.

About this title

About the Author

Robert Johnston was Professor of Operations Management at Warwick Business School. He had a management degree from the University of Aston and a Ph.D. from the University of Warwick. Before moving to academia Bob held several line management and senior management posts in a number of service organisations in both the public and private sectors.

Michael Shulver is a Senior Lecturer in the Information, Decision and Operations Division at Bath School of Management. Michael has MBA and Ph.D. degrees from the University of Warwick. Before his time in academia Michael was an aircraft engineer and he has also worked as a consultant in performance management.

Nigel Slack is Emeritus Professor of Operations Management and Strategy at Warwick Business School, an Honorary Professor at Bath University and 'Honorary Fellow of the European Operations Management Association'. He is an educator, consultant and writer with wide experience in many sectors.

Graham Clark is Senior Lecturer in Operations Management at Cranfield School of Management and Director of the Executive MBA Programme. He has a degree in mechanical engineering from Leeds University and a master’s degree in management from Imperial College, London University. He is a non-executive director of the Institute of Customer Service and a member of the leadership team of the UK chapter of the Association for Service Management.

From the Back Cover

Analyse and address organisational challenges using real world examples

Service Operations Management, 5th Edition, by Robert Johnston et al. is a market-leading text on service operations management and provides a clear understanding of how service performance can be improved in organisations. This textbook applies underlying theories to the real world challenges faced by service operations managers on a daily basis, by providing a diverse range of examples and illustrations. Each chapter provides a range of tools, frameworks and techniques designed to help you better analyse existing operations and understand ways to deal with operational challenges.

This book can be used to support a dedicated Service Operations Management course, or a service-focused course in Operations Management. The book is also ideal if you who want to build on knowledge of the basic principles of operations management, and it serves as a handbook for operations managers in service organisations as they seek to develop and implement operations strategies.

About the authors

Robert Johnston was Professor of Operations Management at Warwick Business School. He had a management degree from the University of Aston and a Ph.D. from the University of Warwick.

Michael Shulver is a Senior Lecturer in the Information, Decision and Operations Division at Bath School of Management where he is the Director of Online Teaching.

Nigel Slack is Emeritus Professor of Operations Management and Strategy at Warwick Business School, an Honorary Professor at Bath University and 'Honorary Fellow of the European Operations Management Association'.

Graham Clark is a Visiting Fellow at Cranfield School of Management, having been a member of the Operations Management Faculty for nearly 30 years.

Pearson, the world’s learning company.

Edition details

• Publisher: Pearson
• Publication date: 2020
• Language: English
• ISBN 10: 1292064463
• ISBN 13: 9781292064468
• Binding: Paperback
• Edition number: 5
• Number of pages: 632