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Service operations management : improving service delivery / Robert Johnston, Graham Clark and Michael Shulver. - 3th ed. - Harlowe [ect.] : Pearson Education Limited , 2012. - 462, [4] strony : rysunki ; 27 cm.
Author
Johnston Robert Autor Clark Graham Autor Shulver Michael Autor
Form of Work
Książki
Subject
Zarządzanie strategiczne Usługi Jakość usług Obsługa klienta Przedsiębiorstwo usługowe
Genre/Form
Opracowanie
Domain
Gospodarka, ekonomia, finanse Zarządzanie i marketing
zob. w.bibliotece.pl
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There are copies available to loan: sygn. 339.138 (1 egz.)
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Copies are only available in the library: sygn. 339.138 (1 egz.)
Notes:
Formatted contents note
1. Introducing service operations management; 2. Understanding the challenges for operations managers; 3. Developing and using the service concept; 4. Understanding customers and relationships; 6. Managing supply networks and supplier relationships; 7. Designing the customer experience; 8. Designing the service process; 9. Measuring, controlling and managing; 10. Managing people; 11. Managing service resources; 12. Driving continuous improvement; 13. Learning from problems; 14. Learning from other operations; 15. Creating and implementing the strategy; 16. Understanding and influencing culture; 17. Building a world-class service organization.
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