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.
Management of Service Operations
Service Quality Management
The most important aspect of any product or service is reliability – something performing to specification. This is achieved through quality. Quality can be achieved through inspection, quality assurance, or Total Quality Management (TQM). The merits of all of these will be discussed. Tools will be introduced that can be used to improve the quality of services: philosophies and tools; problem diagnosis; customer care programmes. The chapter considers qualitative measurement of customer expectations and satisfaction, including the use of the SERVQUAL instrument.
Global Supply Chain Management
In this chapter we recognize the different operating systems and the circumstances that determine their appropriateness. This allows an optimization of scheduling and allocation of resources focusing on the need of differing ...