TY  - BOOK
AU  - Metters, Richard
AU  - King-Metters, Kathryn -- author
AU  - Pullman, Madeleine -- author
AU  - Walton, Steve -- author
TI  - Successful service operations management
SN  - 9788131517734
U1  - 658.812 MET 
PY  - 2006///
CY  - New Delhi
PB  - Cengage
N1  - 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
ER  -