Service Operations Management

PART ONE: INTRODUCTION
1. Introduction to service operations management
2. The service concept

PART TWO: CUSTOMER AND SUPPLIER RELATIONSHIPS
3. Customer and supplier relationships
4. Customer expectations and satisfaction
5. Managing supply relationships

PART THREE: SERVICE DELIVERY
6. Service processes
7. Service people
8. Resource utilisation
9. Networks, technology and information

PART FOUR: PERFORMANCE MANAGEMENT
10. Performance measurement and management
11. Linking operations decisions to business performance
12. Driving operational improvement

PART FIVE: MANAGING STRATEGIC CHANGE
13. Service strategy
14. Service culture
15. Operational complexity