Service operations management: improving service delivery
Gespeichert in:
| Beteiligte Personen: | , |
|---|---|
| Format: | Buch |
| Sprache: | Englisch |
| Veröffentlicht: |
Harlow, England [u.a.]
FT Prentice Hall
2008
|
| Ausgabe: | Third Edition |
| Schlagwörter: | |
| Links: | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016730412&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| Beschreibung: | Includes bibliographical references and index |
| Umfang: | XVI, 533 S. Ill., graph. Darst. |
| ISBN: | 9781405847322 |
Internformat
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Datensatz im Suchindex
| _version_ | 1819371736658870272 |
|---|---|
| adam_text | THIRD EDITION ROBERT JOHNSTON AND GRAHAM CLARK SERVICE OPERATIONS
MANAGEMENT IMPROVING SERVICE DELIVERY PRENTICE HALL FINANCIAL TIMES AN
IMPRINT OF PEARSON EDUCATION HARLOW, ENGLAND * LONDON * NEW YORK *
BOSTON * SAN FRANCISCO * TORONTO * SYDNEY * SINGAPORE * HONG KONG TOKYO
* SEOUL * TAIPEI * NEW DELHI * CAPE TOWN * MADRID * MEXICO CITY *
AMSTERDAM * MUNICH * PARIS * MILAN CONTENTS PARTI PREFACE XI
ACKNOWLEDGEMENTS XIV PUBLISHER S ACKNOWLEDGEMENTS XV ABOUT THE AUTHORS
XVII I - INTRODUCTION 1: 1 INTRODUCTION TO SERVICE OPERATIONS MANAGEMENT
3 1.1 INTRODUCTION . 3 1.2 WHAT IS SERVICE OPERATIONS MANAGEMENT? 4 1.3
CHALLENGES FACING SERVICE OPERATIONS MANAGERS 11 .1.4 DIFFERENT TYPES OF
SERVICE 17 1.5 DIFFERENT TYPES OF SERVICE PROCESS 23 1.6 JUDGING THE
SUCCESS OF A SERVICE OPERATION 26 1.7 STRUCTURE OF THE BOOK 31 1.8
SUMMARY 33 1.9 DISCUSSION QUESTIONS 35 1.10 QUESTIONS FOR MANAGERS 35
CASE EXERCISE: SKY AIRWAYS 35 SELECTED FURTHER READING 37 USEFUL WEB
LINKS 37 NOTES 38 2 THE SERVICE CONCEPT 39 2.1 INTRODUCTION 39 2.2 THE
SERVICE CONCEPT 40 2.3 THE SERVICE CONCEPT DEFINED 42 2.4 THE SERVICE
CONCEPT AS A STRATEGIC TOOL 50 2.5 FOCUSED AND UNFOCUSED SERVICE
OPERATIONS 57 2.6 SUMMARY 65 2.7 DISCUSSION QUESTIONS 66 2.8 QUESTIONS
FOR MANAGERS 66 CASE EXERCISE: BUILD-IT HOME IMPROVEMENT STORES, SWEDEN
67 SELECTED FURTHER READING 68 USEFUL WEB LINKS 68 NOTES 69 CONTENTS
PART 2 CUSTOMER AND SUPPLIER RELATIONSHIPS CUSTOMER AND SUPPLIER
RELATIONSHIPS 3.1 INTRODUCTION 3.2 CUSTOMERS AND CUSTOMER SEGMENTATION
3.3 CUSTOMER RETENTION 3.4 MANAGING CUSTOMER RELATIONSHIPS 3.5 MANAGING
BUSINESS RELATIONSHIPS 3.6 SUMMARY 3.7 DISCUSSION QUESTIONS 3.8
QUESTIONS FOR MANAGERS CASE EXERCISE: THE NATIONAL BREWERY SELECTED
FURTHER READING USEFUL WEB LINKS NOTES CUSTOMER EXPECTATIONS AND
SATISFACTION 4.1 INTRODUCTION 4.2 CUSTOMER EXPECTATIONS 4.3 DEFINING
EXPECTATIONS - SERVICE QUALITY FACTORS 4.4 FINDING EXPECTATIONS AND
ASSESSING SATISFACTION 4.5 MANAGING PERCEPTIONS 4.6 EXCELLENT SERVICE
4.7 SUMMARY 4.8 DISCUSSION QUESTIONS 4.9 QUESTIONS FOR MANAGERS CASE
EXERCISE: THE NORTH COUNTY BREAST SCREENING UNIT SELECTED FURTHER
READING USEFUL WEB LINKS NOTES MANAGING SUPPLY RELATIONSHIPS 5.1
INTRODUCTION 5.2 TYPES OF SUPPLY NETWORK 5.3 MANAGING SUPPLY CHAINS 5.4
SUMMARY 5.5 DISCUSSION QUESTIONS 5.6 QUESTIONS FOR MANAGERS CASE
EXERCISE: THE REGIONAL FORENSIC SCIENCE LABORATORY SELECTED FURTHER
READING USEFUL WEB LINKS NOTES 71 73 73 74 83 85 93 100 102 102 102 105
105 105 107 107 113 118 123 129 136 138 139 140 140 144 144 144 147 147
148 154 172 173 173 174 175 176 176 VI CONTENTS PART 3 SERVICE DELIVERY
179 J SERVICE PROCESSES 181 6.1 INTRODUCTION 181 6.2 SERVICE PROCESSES
AND THEIR IMPORTANCE 182 6.3 UNDERSTANDING THE NATURE OF SERVICE
PROCESSES 194 6.4 ENGINEERING SERVICE PROCESSES AND THE CUSTOMER
EXPERIENCE 208 6.5 CONTROLLING SERVICE PROCESSES 218 6.6 REPOSITIONING
SERVICE PROCESSES 221 6.7 SUMMARY 230 6.8 DISCUSSION QUESTIONS 231 6.9
QUESTIONS FOR MANAGERS 231 CASE EXERCISE: COMPUTER SERVICES LIMITED
(CSL) 232 SELECTED FURTHER READING 233 USEFUL WEB LINKS 234 NOTES 234
SERVICE PEOPLE 236 7.1 INTRODUCTION 236 7.2 UNDERSTANDING THE PRESSURE
ON SERVICE PROVIDERS 237 7.3 MANAGING AND MOTIVATING SERVICE PROVIDERS
243 7.4 MANAGING CUSTOMERS 266 7.5 SUMMARY 268 7.6 DISCUSSION QUESTIONS
269 7.7 QUESTIONS FOR MANAGERS 269 CASE EXERCISE: THE EMPRESS HOTEL
GROUP 270 SELECTED FURTHER READING , 271 USEFUL WEB LINKS 272 NOTES 272
RESOURCE UTILISATION 274 8.1 INTRODUCTION 274 8.2 CAPACITY MANAGEMENT
275 8.3 OPERATIONS PLANNING AND CONTROL 285 8.4 MANAGING BOTTLENECKS AND
QUEUES 290 8.5 MANAGING THE COPING ZONE 295 8.6 IMPROVING RESOURCE
UTILISATION 300 8.7 SUMMARY 305 8.8 DISCUSSION QUESTIONS 306 8.9
QUESTIONS FOR MANAGERS 307 CASE EXERCISE: MEDI-CALL PERSONAL ALARM
SYSTEMS LTD 307 SELECTED FURTHER READING 308 USEFUL WEB LINKS 309 NOTES
309 VII CONTENTS PART 4 NETWORKS, TECHNOLOGY AND INFORMATION 311 9.1
INTRODUCTION 311 9.2 HOW NETWORKS, TECHNOLOGY AND INFORMATION ARE
TRANSFORMING SERVICE 312 9.3 MANAGING PHYSICAL AND VIRTUAL NETWORKS 317
9.4 MANAGING TECHNOLOGY AND INFORMATION FLOWS 330 9.5 INTEGRATING
NETWORKS, TECHNOLOGY AND INFORMATION 344 9.6 IMPLEMENTING NEW TECHNOLOGY
AND MANAGING INNOVATION 346 9.7 SUMMARY 350 9.8 DISCUSSION QUESTIONS 351
9.9 QUESTIONS FOR MANAGERS 351 CASE EXERCISE: THE NORTH ISLAND HOSPITAL
351 SELECTED FURTHER READING 353 USEFUL WEB LINKS 353 NOTES 353
PERFORMANCE MANAGEMENT 355 J 10 PERFORMANCE MEASUREMENT AND MANAGEMENT
357 10.1 INTRODUCTION 357 10.2 PERFORMANCE MEASUREMENT, REPORTING AND
MANAGEMENT 358 10.3 PERFORMANCE MEASUREMENT 359 10.4 PERFORMANCE
REPORTING 364 10.5 PERFORMANCE MANAGEMENT 366 10.6 SUMMARY 379 10.7
DISCUSSION QUESTIONS 381 10.8 QUESTIONS FOR MANAGERS 381 CASE EXERCISE:
THE SQUIRE HOTEL GROUP 381 SELECTED FURTHER READING 383 USEFUL WEB LINKS
384 NOTES ^ 384 11 LINKING OPERATIONS DECISIONS TO BUSINESS PERFORMANCE
386 11.1 INTRODUCTION 386 11.2 RELATIONSHIP BETWEEN OPERATIONAL
DECISIONS AND BUSINESS PERFORMANCE 387 11.3 THE SERVICE PERFORMANCE
NETWORK 389 11.4 KEY STAGES IN DEVELOPING A NETWORK 395 11.5 WORLD-CLASS
SERVICE 398 11.6 AWARDS FOR EXCELLENCE 406 11.7 SUMMARY 408 11.8
DISCUSSION QUESTIONS 409 11.9 QUESTIONS FOR MANAGERS 409 CASE EXERCISE:
SUPERSTORE PIC 409 VIII CONTENTS SELECTED FURTHER READING 412 USEFUL WEB
LINKS 412 NOTES 413 12 DRIVING OPERATIONAL IMPROVEMENT 415 12.1
INTRODUCTION 415 12.2 APPROACHES TO OPERATIONAL IMPROVEMENT 416 12.3
SERVICE RECOVERY 431 12.4 SERVICE GUARANTEES 442 12.5 SUMMARY 449 12.6
DISCUSSION QUESTIONS 450 12.7 QUESTIONS FOR MANAGERS 450 CASE EXERCISE:
GOLD CARD PROTECTION SERVICE 450 SELECTED FURTHER READING 453 USEFUL WEB
LINKS 453 NOTES 454 PART 5 MANAGING STRATEGIC CHANGE 457 13 SERVICE
STRATEGY 459 13.1 INTRODUCTION 459 13.2 SERVICE STRATEGY 460 13.3
SERVICE AS COMPETITIVE ADVANTAGE 462 13.4 TURNING PERFORMANCE OBJECTIVES
INTO OPERATIONS PRIORITIES 466 13.5 STRATEGY FORMULATION AND DEVELOPMENT
470 13.6 SUSTAINING A STRATEGY 475 13.7 SUMMARY 476 13.8 DISCUSSION
QUESTIONS 477 13.9 QUESTIONS FOR MANAGERS . 477 CASE EXERCISE: SMITH AND
JONES, SOLICITORS 477 SELECTED FURTHER READING 479 USEFUL WEB LINKS 480
NOTES 480 14 SERVICE CULTURE 481 14.1 INTRODUCTION 481 14.2
UNDERSTANDING ORGANISATIONAL CULTURE 483 14.3 IDENTIFYING TYPES OF
CULTURE 496 14.4 THE INFLUENCE OF NATIONAL CULTURES 499 14.5 THE
MANAGEMENT OF CHANGE AND SERVICE DELIVERY 500 14.6 SUMMARY 505 14.7
DISCUSSION QUESTIONS 506 14.8 QUESTIONS FOR MANAGERS 506 CASE EXERCISE:
SECURITY ALARM SYSTEMS LTD 507 SELECTED FURTHER READING 509 IX CONTENTS
USEFUL WEB LINKS 510 NOTES 510 15 OPERATIONAL COMPLEXITY 512 15.1
INTRODUCTION 512 15.2 WHAT IS COMPLEXITY? 513 15.3 OPERATIONAL
CONSEQUENCES OF COMPLEXITY 517 15.4 SUMMARY 520 15.5 DISCUSSION
QUESTIONS 520 15.6 QUESTIONS FOR MANAGERS 520 SELECTED FURTHER READING
520 USEFUL WEB LINKS 521 NOTES IT 521 INDEX 522
|
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| discipline | Wirtschaftswissenschaften |
| edition | Third Edition |
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| genre | (DE-588)4123623-3 Lehrbuch gnd-content |
| genre_facet | Lehrbuch |
| id | DE-604.BV035061906 |
| illustrated | Illustrated |
| indexdate | 2024-12-20T13:19:13Z |
| institution | BVB |
| isbn | 9781405847322 |
| language | English |
| lccn | 2008002916 |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-016730412 |
| oclc_num | 191090463 |
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| owner_facet | DE-M347 DE-523 DE-1050 DE-1047 DE-2070s |
| physical | XVI, 533 S. Ill., graph. Darst. |
| publishDate | 2008 |
| publishDateSearch | 2008 |
| publishDateSort | 2008 |
| publisher | FT Prentice Hall |
| record_format | marc |
| spellingShingle | Johnston, Robert 1953- Clark, Graham Service operations management improving service delivery Administração de serviços larpcal Service industries Management Dienstleistung (DE-588)4012178-1 gnd Management (DE-588)4037278-9 gnd |
| subject_GND | (DE-588)4012178-1 (DE-588)4037278-9 (DE-588)4123623-3 |
| title | Service operations management improving service delivery |
| title_auth | Service operations management improving service delivery |
| title_exact_search | Service operations management improving service delivery |
| title_full | Service operations management improving service delivery Robert Johnston and Graham Clark |
| title_fullStr | Service operations management improving service delivery Robert Johnston and Graham Clark |
| title_full_unstemmed | Service operations management improving service delivery Robert Johnston and Graham Clark |
| title_short | Service operations management |
| title_sort | service operations management improving service delivery |
| title_sub | improving service delivery |
| topic | Administração de serviços larpcal Service industries Management Dienstleistung (DE-588)4012178-1 gnd Management (DE-588)4037278-9 gnd |
| topic_facet | Administração de serviços Service industries Management Dienstleistung Management Lehrbuch |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016730412&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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