000			01894nam a22002177a 4500
999			_c1378 _d1378
005			20210928143559.0
008			210928b ||||| |||| 00| 0 eng d
020			_a9788131517734
082			_a658.812 _bMET
100			_aMetters, Richard D. _93840
245			_aSuccessful service operations management
250			_a2nd
260			_bCengage Learning India Pvt. Ltd. _aNew Delhi _c2019
300			_axxii, 406 p.
365			_aINR _b599.00
504			_a1. Introduction: Services in the Economy. PART 1: FORMULATING STRATEGY. 2. Strategic Positioning. 3. Internet Strategies. 4. Environmental Strategies. PART 2. DESIGNING THE DELIVERY SYSTEM. 5. New Service Development. 6. Managing Service Experiences. 7. The Front-Office, Back-Office Interface. 8. Outsourcing and Offshoring. PART 3. IMPORVING THE DELIVERY SYSTEM. 9. Analyzing Processes. 10. Service Quality. 11. Six Sigma for Service Process Improvement. PART 4. MATCHING SUPPLY AND DEMAND. 12. Yield Management. 13. Inventory in Services. 14. Waiting Time Management. PART 5. TOOLS FOR MANAGING SERVICES. 15. Real-World Project Management. 16. Site Selection For Services. 17. Advanced Models: Data Envelopment Analysis. 18. Advanced Models: Scoring Systems.
520			_aThis book covers the full cycle of building a service business from concept formation through implementation. The first section of the book - three chapters - focuses on constructing a business strategy. The next section details how to implement that strategy in the design of the service system. Capacity management is an important strategic and tactical issue in many services, and is the subject of the four chapters in the third section of the book. Finally, the last four chapters provide managers with tools needed for everyday operation.
650			_aCustomer services--Management _9998
650			_aOperations management _91251
942			_2ddc _cBK