Metters, Richard
Successful service operations management / Richard Metters; Kathryn King-Metters; Madeleine Pullman; Steve Walton. - 2nd edition - New Delhi : Cengage, 2006. - xxii, 406 P. : ill. ; 26 cm.
Revised edition of: Successful service operations management / Richard Metters, Kathryn King-Metters, Madeleine Pullman. c2003
1. Introduction: Services in the Economy. PART 1: FORMULATING STRATEGY. 2. Strategic Positioning. 3. Internet Strategies. 4. Environmental Strategies. PART 2. DESIGNING THE DELIVERY SYSTEM. 5. New Service Development. 6. Managing Service Experiences. 7. The Front-Office, Back-Office Interface. 8. Outsourcing and Offshoring. PART 3. IMPORVING THE DELIVERY SYSTEM. 9. Analyzing Processes. 10. Service Quality. 11. Six Sigma for Service Process Improvement. PART 4. MATCHING SUPPLY AND DEMAND. 12. Yield Management. 13. Inventory in Services. 14. Waiting Time Management. PART 5. TOOLS FOR MANAGING SERVICES. 15. Real-World Project Management. 16. Site Selection For Services. 17. Advanced Models: Data Envelopment Analysis. 18. Advanced Models: Scoring Systems.
9788131517734
658.812 MET
Successful service operations management / Richard Metters; Kathryn King-Metters; Madeleine Pullman; Steve Walton. - 2nd edition - New Delhi : Cengage, 2006. - xxii, 406 P. : ill. ; 26 cm.
Revised edition of: Successful service operations management / Richard Metters, Kathryn King-Metters, Madeleine Pullman. c2003
1. Introduction: Services in the Economy. PART 1: FORMULATING STRATEGY. 2. Strategic Positioning. 3. Internet Strategies. 4. Environmental Strategies. PART 2. DESIGNING THE DELIVERY SYSTEM. 5. New Service Development. 6. Managing Service Experiences. 7. The Front-Office, Back-Office Interface. 8. Outsourcing and Offshoring. PART 3. IMPORVING THE DELIVERY SYSTEM. 9. Analyzing Processes. 10. Service Quality. 11. Six Sigma for Service Process Improvement. PART 4. MATCHING SUPPLY AND DEMAND. 12. Yield Management. 13. Inventory in Services. 14. Waiting Time Management. PART 5. TOOLS FOR MANAGING SERVICES. 15. Real-World Project Management. 16. Site Selection For Services. 17. Advanced Models: Data Envelopment Analysis. 18. Advanced Models: Scoring Systems.
9788131517734
658.812 MET
