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.

People, Leadership and Management

People, leadership and management

In this century high performance is only achieved through people, and we can only achieve what the business needs by meeting their needs.

Greg Dyke, former Director General of the BBC, in a talk entitled ‘Why did they cry?’
reported by Duncan Brown, People Management, 27 October 2005

Throughout this book we tend to talk about processes – what activities are needed to get things to work right. None of this happens without people, so in this chapter we look at the people side.

Learning Outcomes

When you have completed this chapter you should be able to:

  • Understand the contribution good job design can make to effective operations.
  • Appraise motivational strategies.
  • Understand empowerment and leadership.
  • Organize groups of people to perform effectively.
  • Be able to attribute roles and ...
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