EAN: 9781292739090

JOHNSTON ROBERT SERVICE OPERATIONS MANAGEMENT

Address real-world organisational challenges by applying the principles of Service Operations
Management Service Operations Management  6th edition is a leading text in the field and
provides an understanding of how service performance can be improved in organisations. It
applies underlying theories to the real-world issues faced daily by service operations managers
by providing a diverse range of examples and illustrations from a wide range of international
businesses  plus frameworks and techniques to help you better analyse existing operations and
understand ways to deal with operational challenges. This book can be used to support a
dedicated Service Operations Management course  or a service-focused course in Operations
Management. The book is also ideal if you want to build on knowledge of the basic principles of
operations management  and it serves as a handbook for operations managers in service
organisations. Key features: Real-life examples from organisations around the world ensure all
types of service are covered  from Metro Bank to Médecins Sans Frontières  from Apple to Aldi 
from Costa coffee machines to Cubitts eyewear  and more End-of-chapter case studies cover
essential concepts and offer application opportunities that will strengthen your understanding
A focus on how concepts work out in practice  such as in the expanded Service Concept and
Customer Relationships chapters  both of which now incorporate new 'running' case studies Major
updates for this edition include thoroughly revised and updated chapters on Service Strategy
and People in the Service Operation  new material on the impacts of innovative technologies on
services  and a greater consideration of the environmental and sustainability impact of
operations "The leading Service Operations book  which we have used for 9 years. Excellent
range of theory  very accessible to all student levels and extremely applicable within the
global business world." Andrew Parker  Associate Professor and former Senior Industrial
Operations Practitioner  University of Birmingham "A highly readable text with invaluable
insights into modern service operations. It covers cutting-edge technologies  emphasises
sustainability  and illustrates key concepts though real-world examples. An essential resource
for students and managers" Dr Marina Papalexi  Senior Lecturer in Operations and Project
Management  Manchester Metropolitan University "Everyone should understand what services are.
We exist in them  for them and we are them. This book brings this to life through case study 
theory and application". Professor Liz Breen  Professor of Health Service Operations  School of
Pharmacy & Medical Sciences  University of Bradford Author Biographies Robert Johnston was
Professor of Operations Management at Warwick Business School. Robert also served on the
editorial boards of ten leading journals and was an Honorary Fellow of the European Operations
Management Association and a Vice President of the Institute of Customer Service. Michael
Shulver has lectured on Service Operations Management at Bath School of Management  Warwick
Business School and Birmingham Business School. At Birmingham Michael designed and set up the
world's first accredited wholly online MBA Programme. Nigel Slack is Emeritus Professor of
Operations Management and Strategy at Warwick Business School  an Honorary Professor at Bath
University and 'Honorary Fellow of the European Operations Management Association'. Nigel is a
consultant  researcher and teacher with experience in financial services  oil and gas 
utilities  retail  professional services  general services  aerospace  FMCG and engineering
manufacturing. Alan Betts founded HT2 Limited  a pioneering learning software company  which he
led to win the Queen's Award for Innovation. Alan has worked at Warwick Business School and the
University of San Diego.

Aktuelle Preise zur EAN 9781292739090

Produktinformationen zur 9781292739090