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.

Introduction to Services Management: The Customer-Led Organization

Introduction to Services Management: The Customer-Led Organization

Introduction to services management: The customer-led organization

When the rate of change outside exceeds the rate of change inside, the end is in sight.

Chairman and CEO, General Electric, 1980–2000

Jack Welch

Services are products (of a special type); services need to be designed, and these services and their operation needs to be managed. This is the operations management of services in the fullest sense. It has been said that ‘The British service industry is not known for high service standards’ (Munoz 2004). Hopefully, this book will go some way to showing how to improve things.

There is growing realization that many techniques generated in the manufacturing sector (there are still 365,000 manufacturers in the UK) also work in the much larger service ...

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