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`Bill Hollins continues his practical investigation of design in the service sector. In this new book with Sadie Shinkins, he provides a down to earth approach to an important topic in the field' - Naomi Gornick, Honorary Professor, University of Dundee
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.
Throughout, chapters contain pedagogical features that will help students to get the most from the ideas and examples being presented in the book. They include:
- Chapter objectives;
- Short cases;
- Student exercises;
- Chapter summaries;
- Further reading section;
- A glossary of key terms.
SECTION ONE: SERVICES, STRATEGY AND PEOPLEIntroduction to Services ManagementService Operations StrategyPeople, Leadership and ManagementSECTION TWO: DEVELOPING NEW SERVICESThe Product and Service Design ProcessCustomer IdentificationDesign Specifications Controlling the ProcessLearning from Product and Service FailuresSECTION THREE: MANAGEMENT OF SERVICE OPERATIONSService Quality ManagementGlobal Supply Chain ManagementServices Location and DistributionManaging Capacity and Variations in DemandEvaluation and Performance Measurement and Service ImprovementThinking about Managing for `the Future'SECTION FOUR: CASE STUDY`Trenbrover Football Club'
Number Of Pages:
- ID: 9781412929523
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