Managing Service Operations: Design and Implementation » (1st Edition)

Guiding readers through each stage in the design and implementation of service operations, this book combines lively examples that are easy to relate to with clearly explained theory. Readers are introduced to the main differences between managing services to managing products and given a concise induction into the core principles of operations management. The text then maps out each consecutive stage in the life of a service, from the initial business proposal for a new service, through market research practices, to the development and implementation of a service and concludes with the termination and disposal of a service.

SECTION ONE: SERVICES, STRATEGY AND PEOPLE
Introduction to Services Management
Service Operations Strategy
People, Leadership and Management
SECTION TWO: DEVELOPING NEW SERVICES
The Product and Service Design Process
Customer Identification
Design Specifications
Controlling the Process
Learning from Product and Service Failures
SECTION THREE: MANAGEMENT OF SERVICE OPERATIONS
Service Quality Management
Global Supply Chain Management
Services Location and Distribution
Managing Capacity and Variations in Demand
Evaluation and Performance Measurement and Service Improvement
Thinking about Managing for 'the Future'
SECTION FOUR: CASE STUDY
'Trenbrover Football Club'