Managing Service Operations

Design and Implementation

Bill Hollins, Sadie Shinkins

• Publisher: SAGE Publications Ltd
• Year: 2006
• Print ISBN: 9781412929530, 9781412929523
• eBook ISBN: 9781848604667
• Edition: 1
• Topic: Business
• Subtopic: Operazioni
• Index: Business

`Bill Hollins continues his practical investigation of design in the service sector. In this new book with Sadie Shinkins, he provides a down to earth approach to an important topic in the field? - Naomi Gornick, Honorary Professor, University of Dundee

Guiding readers through each stage in the design and implementation of service operations, this book combines lively examples that are easy to relate to with clearly explained theory.

Throughout, chapters contain pedagogical features that will help students to get the most from the ideas and examples being presented in the book. They include:

- Chapter objectives;

- Short cases;

- Student exercises;

- Chapter summaries;

- Further reading section;

- A glossary of key terms.

Table of contents

• Cover
• Contents
• Acknowledgements
• Preface
• Part I: Services, Strategy and People
• Chapter 1 - Introduction to services management: the customer-led organization
• Chapter 2 - Service operations strategy
• Chapter 3 - People, leadership and management
• Part II: Developing New Services
• Chapter 4 - The product and service design management processes
• Chapter 5 - Customer identification
• Chapter 6 - Design specifications - controlling the process
• Chapter 7 - Creativity and innovation
• Chapter 8 - Learning from product and service failures
• Part III: Management of Service Operations
• Chapter 9 - Service quality management
• Chapter 10 - Global supply chain management
• Chapter 11 - Services location and distribution
• Chapter 12 - Managing capacity and variations in demand
• Chapter 13 - Evaluation and performance measurement
• Chapter 14 - Thinking about and managing for 'The Future'
• Part IV: Case Study
• Chapter 15 - Trenbrover football club
• Glossary
• Bibliography
• Index