Robert Johnston,
Graham Clark
Service Operations Management
Improving service delivery
Paperback Engels 2012 9780273740483Niet leverbaar.
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
ISSN:
Lezersrecensies
Wees de eerste die een lezersrecensie schrijft!
Geef uw waardering
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
Rubrieken
- Advisering
- Algemeen management
- Coaching en trainen
- Communicatie en media
- Economie
- Financieel management
- Inkoop en logistiek
- Internet en social media
- IT-management / ICT
- Juridisch
- Leiderschap
- Marketing
- Mens en maatschappij
- Non-profit
- Ondernemen
- Organisatiekunde
- Personal finance
- Personeelsmanagement
- Persoonlijke effectiviteit
- Projectmanagement
- Psychologie
- Reclame en verkoop
- Strategisch management
- Verandermanagement
- Werk en loopbaan