`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 PEOPLE Introduction to Services Management Service Operations Strategy People, Leadership and Management SECTION TWO: DEVELOPING NEW SERVICES The Product and Service Design Process Customer Identification Design Specifications Controlling the Process Learning from Product and Service Failures SECTION THREE: MANAGEMENT OF SERVICE OPERATIONS Service Quality Management Global Supply Chain Management Services Location and Distribution Managing Capacity and Variations in Demand Evaluation and Performance Measurement and Service Improvement Thinking about Managing for `the Future' SECTION FOUR: CASE STUDY `Trenbrover Football Club'