Managing service operations: design and implementation
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
London [u.a.]
Sage
2006
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XII, 299 S. graph. Darst. |
| ISBN: | 1412929520 1412929539 9781412929523 9781412929530 |
Internformat
MARC
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| 100 | 1 | |a Hollins, Bill |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Managing service operations |b design and implementation |c Bill Hollins and Sadie Shinkins |
| 264 | 1 | |a London [u.a.] |b Sage |c 2006 | |
| 300 | |a XII, 299 S. |b graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 650 | 4 | |a Service industries |x Management | |
| 650 | 4 | |a Work design | |
| 650 | 4 | |a Product management | |
| 655 | 7 | |0 (DE-588)4006432-3 |a Bibliografie |2 gnd-content | |
| 700 | 1 | |a Shinkins, Sadie |e Verfasser |4 aut | |
| 856 | 4 | 2 | |m HBZ Datenaustausch |q application/pdf |u http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=020071598&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |3 Inhaltsverzeichnis |
| 999 | |a oai:aleph.bib-bvb.de:BVB01-020071598 | ||
Datensatz im Suchindex
| _version_ | 1804142613957181440 |
|---|---|
| adam_text | CONTENTS
Acknowledgements ix
Preface xi
PART 1 SERVICES, STRATEGY AND PEOPLE 1
1 Introduction to Services Management: The
Customer-Led Organization 3
The types of services and how services have grown — The
operations manager s role and the role of operations
management — Customer care versus customer service —
Relationship marketing, customer satisfaction and improvement
2 Service Operations Strategy 13
The strategic role and objectives of operations - Customer
satisfaction versus resource utilization — Strategies and
frameworks for effective management of the operations
process —Job design and work organization
3 People, Leadership and Management 25
Who should be involved and how to coordinate these
experts — Empowerment, leadership and communications —
Job design and aspects of motivational strategies —
Roles and responsibilities — Problems in joint ventures
PART 2 DEVELOPING NEW SERVICES 49
4 The Product and Service Design Management Processes 51
The Total Design Management process for products and
services - Research showing that service design management
is poor - Analysis and evaluation of design strategies -
Simplifying the product design process — Blueprinting in the
design of services and the link with project management
vi CONTENTS
5 Customer Identification 81
Identifying customer needs and the importance of marketing
research — Using the experts within an organization — Identifying
what services are not right for an organization - Advantages,
benefits and USPs for a service - Primary and secondary
marketing research data
6 Design Specifications - Controlling the Process 91
Developing a specification for a new service - The most
important elements of a specification — The link between
the marketing mix and specifications
7 Creativity and Innovation 104
The creative process — When to improve existing or
innovate new services - How to identify new concepts and the
best concepts — Lifestyles and creativity
8 Learning from Product and Service Failures 125
Services that are more likely to fail and where failure
occurs in the design process - Where management should
concentrate their emphasis to avoid failures — The best
measure of service success
PART 3 MANAGEMENT OF SERVICE OPERATIONS 141
9 Service Quality Management 143
Inspection, quality assurance and Total Quality
Management — Philosophies and tools — Problem diagnosis
and customer care programmes — Qualitative measurement
of customer expectations and satisfaction
10 Global Supply Chain Management 171
Supply chain management and strategies - Outsourcing -
Just-in-Time - The use of information technologies in
supply chain management
11 Services Location and Distribution 201
Factors affecting location decisions — Tools to aid
location decisions: factor-rating method, locational breakeven
analysis — Centre-of-gravity method and Geographic
Information Systems — Service layout design
CONTENTS vii
12 Managing Capacity and Variations in Demand 218
Causes of variations in demand — How companies can
forecast and plan their capacity or alter customer demand
to optimize their performance - Scheduling, planning and
queuing strategies for service industries
13 Evaluation and Performance Measurement 235
Understanding what success means in an organization -
Evaluation of success and failure through key performance
measures -The Balanced Scorecard -The role of benchmarking
14 Thinking about and Managing for the Future 246
The importance of planning products beyond those
currently being developed or sold - Techniques that enable
an organization to plan into the future — Research into
how organizations plan their products over a much longer
time scale
PART 4 CASE STUDY 263
15 Trenbrover Football Club 265
Bringing the techniques together when trying to manage
a struggling football club
Glossary 284
Bibliography 289
Index 297
|
| any_adam_object | 1 |
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| building | Verbundindex |
| bvnumber | BV025455166 |
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| dewey-full | 658.4013 658 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.4013 658 |
| dewey-search | 658.4013 658 |
| dewey-sort | 3658.4013 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Book |
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| id | DE-604.BV025455166 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T22:34:34Z |
| institution | BVB |
| isbn | 1412929520 1412929539 9781412929523 9781412929530 |
| language | English |
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| physical | XII, 299 S. graph. Darst. |
| publishDate | 2006 |
| publishDateSearch | 2006 |
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| publisher | Sage |
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| spelling | Hollins, Bill Verfasser aut Managing service operations design and implementation Bill Hollins and Sadie Shinkins London [u.a.] Sage 2006 XII, 299 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Service industries Management Work design Product management (DE-588)4006432-3 Bibliografie gnd-content Shinkins, Sadie Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=020071598&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Hollins, Bill Shinkins, Sadie Managing service operations design and implementation Service industries Management Work design Product management |
| subject_GND | (DE-588)4006432-3 |
| title | Managing service operations design and implementation |
| title_auth | Managing service operations design and implementation |
| title_exact_search | Managing service operations design and implementation |
| title_full | Managing service operations design and implementation Bill Hollins and Sadie Shinkins |
| title_fullStr | Managing service operations design and implementation Bill Hollins and Sadie Shinkins |
| title_full_unstemmed | Managing service operations design and implementation Bill Hollins and Sadie Shinkins |
| title_short | Managing service operations |
| title_sort | managing service operations design and implementation |
| title_sub | design and implementation |
| topic | Service industries Management Work design Product management |
| topic_facet | Service industries Management Work design Product management Bibliografie |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=020071598&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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