Robert Johnston,
Graham Clark
Service Operations Management
Improving service delivery
Paperback Engels 2012 9780273740483Verwachte levertijd ongeveer 7 werkdagen
Samenvatting
Dit boek is speciaal geschreven voor op service georiënteerd operations management. Bovendien is dit het eerste boek hierover dat in Europa is ontstaan.
Specificaties
ISBN13:9780273740483
Trefwoorden:service, Operations Management
Taal:Engels
Bindwijze:paperback
Aantal pagina's:552
Uitgever:Prentice Hall
Druk:4
Verschijningsdatum:1-4-2012
Hoofdrubriek:Inkoop en logistiek
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Inhoudsopgave
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
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
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- Advisering
- Algemeen management
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