Successful service operations management / Richard Metters; Kathryn King-Metters; Madeleine Pullman; Steve Walton.
By: Metters, Richard
Contributor(s): King-Metters, Kathryn -- author | Pullman, Madeleine -- author | Walton, Steve -- author
Material type:
TextLanguage: English Publisher: New Delhi : Cengage, 2006Edition: 2nd editionDescription: xxii, 406 P. : ill. ; 26 cmISBN: 9788131517734DDC classification: 658.812 MET | Item type | Current location | Call number | Status | Date due | Barcode |
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WeSchool, Bangalore | 658.812 MET (Browse shelf) | Available | B014532 | |
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Books
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WeSchool, Bangalore | 658.812 MET (Browse shelf) | Available | B014533 |
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.
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