A complete guide to the strategy, design and delivery of services in today's highly competitive business environment. Presents the ideas and concepts necessary to understand and manage operations in service environments. The book is organized around three main elements of service management: strategy, design and delivery. It explains the strategic importance of services, as well as their relationship to other functions of the organization, such as marketing and human resource management. It also presents several tools and techniques to help managers improve service processes, streamline delivery, and enhance decision making. All operations and service managers.

Service Operations Management: Strategy, Design and Delivery

Business & Money

Hope, Christine

Muhlemann, Alan

Industries

PRENTICE/HALL

Production and Operations Management (ELBS)

Oakland, John

Lockyer, Keith

Pitman ELBS

Production and Operations Management

Lockyer, Keith G.

Management & Leadership

Nichols Pub. Co

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Books by Muhlemann, Alan