Successful service operations management
Material type: TextPublication details: Cengage Learning India Pvt. Ltd. New Delhi 2006Edition: 2ndDescription: xxii, 406 pISBN:- 9788131517734
- 658.812 MET
Item type | Current library | Collection | Call number | Copy number | Status | Date due | Barcode | |
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Book | Indian Institute of Management LRC General Stacks | Operations Management & Quantitative Techniques | 658.812 MET (Browse shelf(Opens below)) | 1 | Available | 001205 |
Browsing Indian Institute of Management LRC shelves, Shelving location: General Stacks, Collection: Operations Management & Quantitative Techniques Close shelf browser (Hides shelf browser)
Table of Contents '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.
This book covers the full cycle of building a service business from concept formation through implementation. The first section of the book - three chapters - focuses on constructing a business strategy. The next section details how to implement that strategy in the design of the service system. Capacity management is an important strategic and tactical issue in many services, and is the subject of the four chapters in the third section of the book. Finally, the last four chapters provide managers with tools needed for everyday operation.
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