Service Operations Management : Strategy, Design and Delivery

by Chris Witt, Christine Hope, Chris Hope, Alan Muhlemann

Overview

A complete guide to the strategy, design and delivery of services in today's highly competitive business environment. Presents the ideas and concepts necessary to understand and manage operations in service environments. The book is organized around three main elements of service management: strategy, design and delivery. It explains the strategic importance of services, as well as their relationship to other functions of the organization, such as marketing and human resource management. It also presents several tools and techniques to help managers improve service processes, streamline delivery, and enhance decision making. All operations and service managers.

Product Details

ISBN-13:	9780131499157
Publisher:	Prentice Hall, Incorporated
Publication date:	05/16/1997
Pages:	352
Product dimensions:	6.79(w) x 9.20(h) x 0.71(d)

Table of Contents

Part I Services: an overview		1	(36)
Chapter 1 Role of services within the economy		3	(18)
Definition of service		3	(2)
What is operations management?		5	(1)
Service classifications		6	(4)
Life cycle of firms		10	(1)
Importance of services		11	(5)
Models of services		16	(1)
Public vs private sector		17	(3)
How the book is organized		20	(1)
Chapter 2 Service characteristics and models		21	(16)
Service characteristics		21	(1)
High customer contact		22	(1)
Types of customer contact		23	(1)
Problems arising from the characteristics		24	(10)
Conclusion		34	(3)
Part II Strategic aspects		37	(58)
Chapter 3 Strategy in services		39	(17)
Strategy: a definition		39	(1)
The need for a strategy		40	(1)
Strategic management		41	(1)
Mission statement		42	(2)
The strategy development process		44	(9)
Strategy implementation		53	(1)
Discussion		54	(2)
Chapter 4 Functional strategies		56	(22)
Introduction		56	(1)
Financial and accounting strategy		57	(5)
Marketing strategy		62	(6)
Human resource management strategy		68	(4)
Information strategy		72	(4)
Discussion		76	(2)
Chapter 5 Operations strategy		78	(17)
Introduction		78	(3)
Some concepts supporting operations strategy		81	(8)
Operations strategy formulation		89	(4)
Discussion		93	(2)
Part III Service design		95	(70)
Chapter 6 Marketing interface		97	(26)
Relationship with marketing		97	(2)
Service quality		99	(2)
Identifying customer requirements		101	(1)
Parasuraman, Berry and Zeithaml		101	(3)
Expectations, satisfaction and service quality		104	(4)
Dimensions of service quality		108	(6)
Zone of tolerance		114	(4)
Value		118	(1)
Scripts		119	(1)
Conclusion		120	(3)
Chapter 7 Specifying the service		123	(18)
Quality of design		123	(1)
The service package		123	(2)
Gronroos - technical vs functional		125	(2)
The design process		127	(8)
Design considerations		135	(3)
Total quality management		138	(2)
Measurement difficulties		140	(1)
Chapter 8 Specification parameters		141	(24)
Introduction		141	(1)
Supporting facilities and facilitating goods		142	(17)
Psychology of queuing		159	(1)
Body language and communication		160	(1)
Conclusion		161	(4)
Part IV Delivery issues		165	(174)
Chapter 9 Location decision making		167	(22)
The context of the location decision		167	(3)
Concepts supporting location decision making		170	(5)
Basic location models		175	(11)
Discussion		186	(3)
Chapter 10 Transportation and distribution systems		189	(27)
The context of transportation and distribution systems		189	(3)
Models for transportation and distribution systems		192	(19)
Subcontracting the distribution process		211	(1)
The contribution of information technology to distribution		212	(1)
Discussion		213	(3)
Chapter 11 Process design and improvement		216	(34)
The context and scope of process design decisions		216	(3)
Selection of equipment		219	(4)
Macro-level organization of work		223	(6)
Micro-level organization of work		229	(5)
Service blueprinting		234	(2)
Layout		236	(8)
Benchmarking		244	(2)
Discussion		246	(4)
Chapter 12 Resource management and planning		250	(30)
Resource management and planning decisions		250	(1)
Information requirements		251	(10)
Capacity management		261	(10)
Scheduling and planning		271	(4)
Materials management		275	(3)
Discussion		278	(2)
Chapter 13 Performance measurement		280	(36)
Introduction		280	(1)
Quality measurement		281	(12)
Tools of TQM		293	(10)
Productivity measurement		303	(11)
Conclusion		314	(2)
Chapter 14 Human resource management		316	(23)
Introduction		316	(1)
Selection		317	(6)
Training		323	(4)
Corporate culture, intercultural issues and empowerment		327	(7)
Performance/rewards/motivation		334	(1)
Conclusion		334	(5)
Index		339