Service Operations Management: A Strategic Perspective

ISBN-13: 9781137609243 / Angielski / Miękka / 2019 / 318 str.

John McManus; Mats Winroth; Jannis Angelis

Opis

This engaging and accessible textbook explores the challenges and complexities of managing operations in a service industry setting.

Spis treści

Preface 1. Introducing Service Management and Strategic Development 2. Linking Service Management and Strategic Development 3. Linking Service Management, Strategic Implementation, Assessment and Review 4. Designing Service and Operational Processes 5. Contemporary Service and Operational Processes 6. Capacity, Demand Planning, Forecasting and Yield Management 7. Supply Chains, Logistics and Inventory Management 8. Service Operations and Quality Management 9. Procurement within Operations and Service Management 10. Decision Support Systems (DSS): Their Application and Use in Services 11. Continual Service Improvement and Knowledge Transfer Epilogue.

O autorze

John McManus is a strategist, researcher, author, advisor, speaker and teacher, and throughout his academic career and writings, he has brought strategy concepts to bear on many of the most demanding problems facing emerging economies, including global and national competition and firm strategy. Dr McManus research is widely cited and his papers have received international recognition and awards.

Mats Winroth is a Professor of Technology Management and Economics at Chalmers University of Technology, Sweden. He has an industrial background in product development and industrial engineering.

Jannis Angelis is a Docent in Operations Strategy in the Department of Industrial Economics and Management at KTH Royal Institute of Technology, Sweden. He has a background in venture capital, management consultancy and working for the United Nations. He has received four teaching and eight international research awards.