| 000 | 01547nam a22002177a 4500 | ||
|---|---|---|---|
| 008 | 211018b ||||| |||| 00| 0 eng d | ||
| 020 | _a9788131517734 | ||
| 041 | _aEnglish | ||
| 082 | _a658.812 MET | ||
| 100 | _aMetters, Richard | ||
| 245 |
_aSuccessful service operations management / _cRichard Metters; Kathryn King-Metters; Madeleine Pullman; Steve Walton. |
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| 250 | _a2nd edition | ||
| 260 |
_aNew Delhi : _bCengage, _c2006. |
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| 300 |
_axxii, 406 P. : _bill. ; _c26 cm. |
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| 500 | _aRevised edition of: Successful service operations management / Richard Metters, Kathryn King-Metters, Madeleine Pullman. c2003 | ||
| 505 | _a1. 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 | _aKing-Metters, Kathryn -- author | ||
| 700 | _aPullman, Madeleine -- author | ||
| 700 | _aWalton, Steve -- author | ||
| 942 | _c1 | ||
| 999 |
_c15249 _d15249 |
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