| 000 -LEADER |
|---|
| fixed length control field |
01547nam a22002177a 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
211018b ||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9788131517734 |
| 041 ## - LANGUAGE CODE |
|---|
| Language code of text/sound track or separate title |
English |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.812 MET |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Metters, Richard |
| 245 ## - TITLE STATEMENT |
|---|
| Title |
Successful service operations management / |
| Statement of responsibility, etc. |
Richard Metters; Kathryn King-Metters; Madeleine Pullman; Steve Walton. |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
2nd edition |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc. |
New Delhi : |
| Name of publisher, distributor, etc. |
Cengage, |
| Date of publication, distribution, etc. |
2006. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xxii, 406 P. : |
| Other physical details |
ill. ; |
| Dimensions |
26 cm. |
| 500 ## - GENERAL NOTE |
|---|
| General note |
Revised edition of: Successful service operations management / Richard Metters, Kathryn King-Metters, Madeleine Pullman. c2003 |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
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. |
| 700 ## - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
King-Metters, Kathryn -- author |
| 700 ## - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Pullman, Madeleine -- author |
| 700 ## - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Walton, Steve -- author |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Koha item type |
Books |
