| Description |
viii, 352 pages : illustrations ; 24 cm |
| Contents |
Ch. 1. Role of services within the economy -- Ch. 2. Service characteristics and models -- Ch. 3. Strategy in services -- Ch. 4. Functional strategies -- Ch. 5. Operations strategy -- Ch. 6. Marketing interface -- Ch. 7. Specifying the service -- Ch. 8. Specification parameters -- Ch. 9. Location decision making -- Ch. 10. Transportation and distribution systems -- Ch. 11. Process design and improvement -- Ch. 12. Resource management and planning -- Ch. 13. Performance measurement -- Ch. 14. Human resource management |
| Summary |
Successful implementation of any corporate strategy will ultimately depend on a clear identification of the target market and its requirements. The focus of this text is on those issues concerned with the management of the processes associated with the delivery or provision of a service. The text has been written with both the practising service operations manager and students on undergraduate, postgraduate and post-experience programmes in mind. It is appropriate for courses on business studies and management which cover the service sector including the professions (for example legal, accountancy and medical) and the public sector. Worked examples and end of chapter references are included together with suggested seminar discussion points and exercises |
| Bibliography |
Includes bibliographical references and index |
| Subject |
Service industries -- Management.
|
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Service industries -- Quality control.
|
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Strategic planning.
|
| Author |
Mühlemann, Alan.
|
| LC no. |
97010602 |
| ISBN |
0131499157 |
|
