Service operations management: improving service delivery
Gespeichert in:
| Hauptverfasser: | , , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Harlow, England ; Munich [u.a.]
Pearson
2012
|
| Ausgabe: | 4. ed. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | Includes bibliographical references and index |
| Beschreibung: | XXII, 462 S. Ill., graph. Darst. |
| ISBN: | 9780273740483 |
Internformat
MARC
| LEADER | 00000nam a2200000 c 4500 | ||
|---|---|---|---|
| 001 | BV040129785 | ||
| 003 | DE-604 | ||
| 005 | 20120828 | ||
| 007 | t | ||
| 008 | 120510s2012 xxkad|| |||| 00||| eng d | ||
| 020 | |a 9780273740483 |c pbk. : alk. paper |9 978-0-273-74048-3 | ||
| 035 | |a (OCoLC)796220513 | ||
| 035 | |a (DE-599)BVBBV040129785 | ||
| 040 | |a DE-604 |b ger |e aacr | ||
| 041 | 0 | |a eng | |
| 044 | |a xxk |c GB | ||
| 049 | |a DE-1050 |a DE-473 |a DE-859 |a DE-521 |a DE-945 |a DE-2070s | ||
| 050 | 0 | |a HD9980.5 | |
| 082 | 0 | |a 658 | |
| 084 | |a QQ 250 |0 (DE-625)141969: |2 rvk | ||
| 084 | |a QR 560 |0 (DE-625)142061: |2 rvk | ||
| 084 | |a ST 610 |0 (DE-625)143683: |2 rvk | ||
| 100 | 1 | |a Johnston, Robert |d 1953- |e Verfasser |0 (DE-588)140388575 |4 aut | |
| 245 | 1 | 0 | |a Service operations management |b improving service delivery |c Robert Johnston, Graham Clark and Michael Shulver |
| 250 | |a 4. ed. | ||
| 264 | 1 | |a Harlow, England ; Munich [u.a.] |b Pearson |c 2012 | |
| 300 | |a XXII, 462 S. |b Ill., graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 500 | |a Includes bibliographical references and index | ||
| 650 | 4 | |a Service industries |x Management | |
| 650 | 0 | 7 | |a Management |0 (DE-588)4037278-9 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Dienstleistung |0 (DE-588)4012178-1 |2 gnd |9 rswk-swf |
| 655 | 7 | |0 (DE-588)4123623-3 |a Lehrbuch |2 gnd-content | |
| 689 | 0 | 0 | |a Dienstleistung |0 (DE-588)4012178-1 |D s |
| 689 | 0 | 1 | |a Management |0 (DE-588)4037278-9 |D s |
| 689 | 0 | |5 DE-604 | |
| 700 | 1 | |a Clark, Graham |e Verfasser |0 (DE-588)135636299 |4 aut | |
| 700 | 1 | |a Shulver, Michael |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=024986980&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |3 Inhaltsverzeichnis |
| 999 | |a oai:aleph.bib-bvb.de:BVB01-024986980 | ||
Datensatz im Suchindex
| _version_ | 1804149094082412544 |
|---|---|
| adam_text | Titel: Service operations management
Autor: Johnston, Robert
Jahr: 2012
Contents
Preface xi«
New features for this edition xvi
Case Examples xvH
Authors acknowledgements xix
Publisher s acknowledgements xx
About the authors xxi
Part 1 I Introduction 3
Chapter 11ntroducing service operations management 4
1.1 Introduction 4
1.2 What are services? 5
1.3 What is service ? 6
1.4 What is service operations management? 12
1.5 Why issehnce operationsmanagementimportant? 15
1.6 Summary 17
1.7 Discussion questions 18
1.8 Questions for managers 18
Suggested further reading 18
Useful web links 19
Notes 19
Chapter 2 Understanding the challenges for operations managers 21
2.1 Introduction 21
2.2 What are the key strategic challenges faced by service operations managers? 22
2.3 What are the key tactical challenges faced by service operations managers? 25
2.4 What are the challenges for different types of services? 30
2.5 What are the challenges for different types of processes? 35
2.6 What are the challenges in working with other management functions? 38
2.7 How can this book help? 39
2.8 Summary 40
2.9 Discussion questions 41
2.10 Questions for managers 41
Case Exercise: Sky Airways 41
Suggested further reading 43
Useful web links 43
Notes 43
Part 2 I Frame 45
Chapter 3 Developing and using the service concept 46
3.1 Introduction 46
3.2 What is a service concept? 47
3.3 How can managers use the service concept? 53
3.4 Summary 61
3.5 Discussion questions 62
3.6 Questions for managers 62
Case Exercise: The Sunningtree Golf Club 62
Suggested further reading 64
Useful web links 64
Notes 64
Part 3 I Connect 67
Chapter 4 Understanding customers and relationships 68
4.1 Introduction J3!
4.2 Customers, who are they? 69
4.3 What are the benefits of retaining good customers? 77
4.4 How can managers develop good customer relationships? 79
4.5 How can managers develop good business relationships? 86
4.6 Summary 94
4.7 Discussion questions 95
4.8 Questions for managers 95
Case Exercise: The National Brewery 96
Suggested further reading 98
Useful web links 98
Notes 99
Chapter 5 Managing customer expectations and perceptions 101
5.1 Introduction 101
5.2 What is customer satisfaction? 102
5.3 What influences expectations and perceptions? 106
5.4 How can expectations and perceptions be managed ? 109
5.5 How can service quality be operationalised? 115
5.6 How can managers capture customers expectations? 120
5.7 How can a service be specified? 123
5.8 Summary 124
5.9 Discussion questions 125
5.10 Questions for managers 126
Case Exercise: The Northern Breast Screening Unit 126
Suggested further reading 128
Useful web links 128
Notes 129
Chapter 6 Managing supply networks and supplier relationships 131
6.1 Introduction 131
6.2 What are supply chains and networks? 132
6.3 What is the role of information and inventory? 135
6.4 How can supply networks be managed? 137
6.5 How can managers develop a global network strategy? 153
6.6 Summary 154
6.7 Discussion questions 155
6.8 Questions for managers 155
Case Exercise: The Regional Forensic Science Laboratory 156
Suggested further reading 157
Useful web links 157
Notes 158
Part 4 I Deliver 161
Chapter 7 Designing the customer experience 162
7.1 Introduction 162
7.2 What is a customer experience? 163
7.3 How can the servicescape be designed? 167
7.4 How can managers design the customer journey? 169
7.5 What is the role of technology in developing the customer experience? 180
7.6 Summary 186
7.7 Discussion questions 187
7.8 Questions for managers 187
Case Exercise: The Southern Provincial Hospice 188
Suggested further reading 189
Useful web links 190
Notes 190
Chapter 8 Designing the service process 193
8.1 Introduction 193
8.2 Why is service process design important? 194
8.3 What are the main types of service process? 194
8.4 How can managers engineer service processes? 206
8.5 How can service processes be repositioned? 208
8.6 How can managers harness technology in service process design? 216
8.7 Summary 220
8.8 Discussion questions 222
8.9 Questions for managers 222
Case Exercise: Banca San Giovanni 222
Suggested further reading 225
Useful web links 225
Notes 225
Chapter 9 Measuring, controlling and managing 226
9.1 Introduction 226
9.2 Why do managers need to measure things? 227
9.3 What needs to be measured? 228
9.4 How can managers measure the customer s perspective? 231
9.5 How can managers measure, control and manage the operation? 235
9.6 Summary 244
9.7 Discussion questions 244
9.8 Questions for managers 245
Case Exercise: The Squire Hotel Group 245
Suggested further reading 247
Useful web links 247
Notes 247
Chapter 10 Managing people 249
10.1 Introduction 249
10.2 Why is service delivery a pressurised task? 250
10.3 How can organisations manage and motivate service providers? 255
10.4 How can customers be managed and motivated? 274
10.5 Summary 277
10.6 Discussion questions 278
10.7 Questions for managers 278
Case Exercise: The Empress Hotel Group 278
Suggested further reading 280
Useful web links 280
Notes 280
Chapter 11 Managing service resources 283
11.1 Introduction 283
11.2 What is capacity management? 284
11.3 How can managers balance capacity and demand? 287
11.4 How is day-to-day planning and control carried out? 295
11.5 How do organisations manage bottlenecks and queues? 299
11.6 What happens when managers can t cope with demand? 303
11.7 How can organisations improve their capacity utilisation? 308
11.8 Summary 312
11.9 Discussion questions 313
11.10 Questions for managers 314
Case Exercise: Medi-Call Personal Alarm Systems Ltd 314
Suggested further reading 315
Useful web links 316
Notes 316
Part 5 I Improve 319
Chapter 12 Driving continuous improvement 320
12.1 Introduction 320
12.2 How can managers use value to drive continuous improvement ? 321
12.3 What are the main approaches to continuous improvement? 323
12.4 How can managers sustain continuous improvement? 337
12.5 Summary _ 338
12.6 Discussion questions 339
12.7 Questions for managers 339
Case Exercise: Cranleigh Metropolitan Council 340
Suggested further reading 342
Useful web links 342
Notes 342
Chapter 13 Learning from problems 344
13.1 Introduction 344
13.2 Why do problems occur7 345
13.3 How can complaining customers be dealt with? 346
13.4 How can managers use problems to drive improvement? 350
13.5 How can managers prevent problems occurring? 354
13.6 Summary 362
13.7 Discussion questions 363
13.8 Questions for managers 363
Case Exercise: Gold Card Protection Service 363
Suggested further reading 365
Useful web links 366
Notes 366
Chapter 14 Learning from other operations 368
14.1 Introduction 368
14.2 What is benchmarking? 369
14.3 How can benchmarking help organisations improve their performance? 369
14.4 What are the different types of benchmarking? 370
14.5 How do organisations go about benchmarking? 375
14.6 How can quality awards and academic studies help with benchmarking? 381
14.7 Summary 382
14.8 Discussion questions 383
14.9 Questions for managers 383
Case Exercise: Mumbai Private Bank 384
Suggested further reading 384
Useful web links 385
Notes 385
Part 6 I Implement 387
Chapter 15 Creating and implementing the strategy 388
15.1 Introduction 388
15.2 What is a service strategy? 389
15.3 How can service provide a competitive advantage? 390
15.4 How can managers turn performance objectives into operations priorities? 394
15.5 How can strategy be formulated and developed? 397
15.6 How can a strategy be sustained? 402
15.7 Summary 403
15.8 Discussion questions 404
15.9 Questions for managers 404
Case Exercise: Smith and Jones, Solicitors 404
Suggested further reading 406
Useful web links 406
Notes 407
Chapter 16 Understanding and influencing culture 408
16.1 Introduction 408
16.2 Why is understanding and influencing organisational culture important? 409
16.3 What is organisational culture? 410
16.4 What are the main culture types and the Implications for service delivery? 421
16.5 What is the influence of national cultures? 423
16.6 How can managers influence cultural change? 424
16.7 Summary 429
16.8 Discussion questions 430
16.9 Questions for managers 430
Case Exercise: North Midlands Fire and Rescue Service 430
Suggested further reading 432
Useful web links 432
Notes 433
Chapter 17 Building a world-class service organisation 434
17.1 Introduction 434
17.2 What is excellent service? 435
17.3 How do organisations go about becoming and remaining world-class? 439
17.4 How can managers make the business case for service? 446
17.5 A final word 449
17.6 Summary 449
17.7 Discussion questions 450
17.8 Questions for managers 450
Case Exercise: Superstore Pic 451
Suggested further reading 453
Useful web links 454
Notes 454
Index 455
|
| any_adam_object | 1 |
| author | Johnston, Robert 1953- Clark, Graham Shulver, Michael |
| author_GND | (DE-588)140388575 (DE-588)135636299 |
| author_facet | Johnston, Robert 1953- Clark, Graham Shulver, Michael |
| author_role | aut aut aut |
| author_sort | Johnston, Robert 1953- |
| author_variant | r j rj g c gc m s ms |
| building | Verbundindex |
| bvnumber | BV040129785 |
| callnumber-first | H - Social Science |
| callnumber-label | HD9980 |
| callnumber-raw | HD9980.5 |
| callnumber-search | HD9980.5 |
| callnumber-sort | HD 49980.5 |
| callnumber-subject | HD - Industries, Land Use, Labor |
| classification_rvk | QQ 250 QR 560 ST 610 |
| ctrlnum | (OCoLC)796220513 (DE-599)BVBBV040129785 |
| dewey-full | 658 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658 |
| dewey-search | 658 |
| dewey-sort | 3658 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Informatik Wirtschaftswissenschaften |
| edition | 4. ed. |
| format | Book |
| fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>01885nam a2200469 c 4500</leader><controlfield tag="001">BV040129785</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="005">20120828 </controlfield><controlfield tag="007">t</controlfield><controlfield tag="008">120510s2012 xxkad|| |||| 00||| eng d</controlfield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9780273740483</subfield><subfield code="c">pbk. : alk. paper</subfield><subfield code="9">978-0-273-74048-3</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)796220513</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)BVBBV040129785</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield><subfield code="e">aacr</subfield></datafield><datafield tag="041" ind1="0" ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="044" ind1=" " ind2=" "><subfield code="a">xxk</subfield><subfield code="c">GB</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-1050</subfield><subfield code="a">DE-473</subfield><subfield code="a">DE-859</subfield><subfield code="a">DE-521</subfield><subfield code="a">DE-945</subfield><subfield code="a">DE-2070s</subfield></datafield><datafield tag="050" ind1=" " ind2="0"><subfield code="a">HD9980.5</subfield></datafield><datafield tag="082" ind1="0" ind2=" "><subfield code="a">658</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">QQ 250</subfield><subfield code="0">(DE-625)141969:</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">QR 560</subfield><subfield code="0">(DE-625)142061:</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">ST 610</subfield><subfield code="0">(DE-625)143683:</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Johnston, Robert</subfield><subfield code="d">1953-</subfield><subfield code="e">Verfasser</subfield><subfield code="0">(DE-588)140388575</subfield><subfield code="4">aut</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">Service operations management</subfield><subfield code="b">improving service delivery</subfield><subfield code="c">Robert Johnston, Graham Clark and Michael Shulver</subfield></datafield><datafield tag="250" ind1=" " ind2=" "><subfield code="a">4. ed.</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">Harlow, England ; Munich [u.a.]</subfield><subfield code="b">Pearson</subfield><subfield code="c">2012</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">XXII, 462 S.</subfield><subfield code="b">Ill., graph. Darst.</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">n</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">nc</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="500" ind1=" " ind2=" "><subfield code="a">Includes bibliographical references and index</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Service industries</subfield><subfield code="x">Management</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Management</subfield><subfield code="0">(DE-588)4037278-9</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Dienstleistung</subfield><subfield code="0">(DE-588)4012178-1</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="655" ind1=" " ind2="7"><subfield code="0">(DE-588)4123623-3</subfield><subfield code="a">Lehrbuch</subfield><subfield code="2">gnd-content</subfield></datafield><datafield tag="689" ind1="0" ind2="0"><subfield code="a">Dienstleistung</subfield><subfield code="0">(DE-588)4012178-1</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2="1"><subfield code="a">Management</subfield><subfield code="0">(DE-588)4037278-9</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2=" "><subfield code="5">DE-604</subfield></datafield><datafield tag="700" ind1="1" ind2=" "><subfield code="a">Clark, Graham</subfield><subfield code="e">Verfasser</subfield><subfield code="0">(DE-588)135636299</subfield><subfield code="4">aut</subfield></datafield><datafield tag="700" ind1="1" ind2=" "><subfield code="a">Shulver, Michael</subfield><subfield code="e">Verfasser</subfield><subfield code="4">aut</subfield></datafield><datafield tag="856" ind1="4" ind2="2"><subfield code="m">HBZ Datenaustausch</subfield><subfield code="q">application/pdf</subfield><subfield code="u">http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=024986980&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA</subfield><subfield code="3">Inhaltsverzeichnis</subfield></datafield><datafield tag="999" ind1=" " ind2=" "><subfield code="a">oai:aleph.bib-bvb.de:BVB01-024986980</subfield></datafield></record></collection> |
| genre | (DE-588)4123623-3 Lehrbuch gnd-content |
| genre_facet | Lehrbuch |
| id | DE-604.BV040129785 |
| illustrated | Illustrated |
| indexdate | 2024-07-10T00:17:33Z |
| institution | BVB |
| isbn | 9780273740483 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-024986980 |
| oclc_num | 796220513 |
| open_access_boolean | |
| owner | DE-1050 DE-473 DE-BY-UBG DE-859 DE-521 DE-945 DE-2070s |
| owner_facet | DE-1050 DE-473 DE-BY-UBG DE-859 DE-521 DE-945 DE-2070s |
| physical | XXII, 462 S. Ill., graph. Darst. |
| publishDate | 2012 |
| publishDateSearch | 2012 |
| publishDateSort | 2012 |
| publisher | Pearson |
| record_format | marc |
| spelling | Johnston, Robert 1953- Verfasser (DE-588)140388575 aut Service operations management improving service delivery Robert Johnston, Graham Clark and Michael Shulver 4. ed. Harlow, England ; Munich [u.a.] Pearson 2012 XXII, 462 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references and index Service industries Management Management (DE-588)4037278-9 gnd rswk-swf Dienstleistung (DE-588)4012178-1 gnd rswk-swf (DE-588)4123623-3 Lehrbuch gnd-content Dienstleistung (DE-588)4012178-1 s Management (DE-588)4037278-9 s DE-604 Clark, Graham Verfasser (DE-588)135636299 aut Shulver, Michael Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=024986980&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Johnston, Robert 1953- Clark, Graham Shulver, Michael Service operations management improving service delivery Service industries Management Management (DE-588)4037278-9 gnd Dienstleistung (DE-588)4012178-1 gnd |
| subject_GND | (DE-588)4037278-9 (DE-588)4012178-1 (DE-588)4123623-3 |
| title | Service operations management improving service delivery |
| title_auth | Service operations management improving service delivery |
| title_exact_search | Service operations management improving service delivery |
| title_full | Service operations management improving service delivery Robert Johnston, Graham Clark and Michael Shulver |
| title_fullStr | Service operations management improving service delivery Robert Johnston, Graham Clark and Michael Shulver |
| title_full_unstemmed | Service operations management improving service delivery Robert Johnston, Graham Clark and Michael Shulver |
| title_short | Service operations management |
| title_sort | service operations management improving service delivery |
| title_sub | improving service delivery |
| topic | Service industries Management Management (DE-588)4037278-9 gnd Dienstleistung (DE-588)4012178-1 gnd |
| topic_facet | Service industries Management Management Dienstleistung Lehrbuch |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=024986980&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT johnstonrobert serviceoperationsmanagementimprovingservicedelivery AT clarkgraham serviceoperationsmanagementimprovingservicedelivery AT shulvermichael serviceoperationsmanagementimprovingservicedelivery |