- Item type
- Book
- Language
- anglais
- Pages
- xiv, 406 p.
- Publication year
- 1995
- ISBN
- 0-02-406811-X
- Content notes
- 1. The nature of services --- 2. Supporting the service encounter --- 3. Flows, bottlenecks, and balance --- 4. Bottlenecks in space and time: layouts and variability --- 5. Making quality happen --- 6. Service standards, plans, schedules, and controls --- 7. Matching demand and supply --- 8. Managing inventories: time-independent systems --- 9. Issues in logistics, location, and franchising --- 10. Dealing with capacity change --- 11. Managing projects --- Tours --- A. A project: Geupel DeMars, Inc. --- B. A service factory: Burger King Restaurant --- C. A service shop: Ogle-Tucker Buick --- D. Mass service: Thalhimers – cloverleaf Mall Store --- E. A professional service: Arthur Andersen & Co. ---Cases --- Exercises.
“This book takes the organization I have applied to my course in service operations management and merges with its insights that I have gleaned from cases and readings on the subject and from my own fieldwork with different service companies. The framework is one that my students have found to be a useful one in trying to cope with the dilemmas faced by operating managers.” – from preface.
1. The nature of services --- 2. Supporting the service encounter --- 3. Flows, bottlenecks, and balance --- 4. Bottlenecks in space and time: layouts and variability --- 5. Making quality happen --- 6. Service standards, plans, schedules, and controls --- 7. Matching demand and supply --- 8. Managing inventories: time-independent systems --- 9. Issues in logistics, location, and franchising --- 10. Dealing with capacity change --- 11. Managing projects --- Tours --- A. A project: Geupel DeMars, Inc. --- B. A service factory: Burger King Restaurant --- C. A service shop: Ogle-Tucker Buick --- D. Mass service: Thalhimers – cloverleaf Mall Store --- E. A professional service: Arthur Andersen & Co. ---Cases --- Exercises..
