The first clearly structured textbook to examine Heritage Visitor Attractions from an operations management perspective. The book begins by defining the characteristics of HVAs and the principles of operations management and deals with the design of HVAs. It then looks at their quality and improvement , examining capacity management. The links between operations and strategy are then analysed, and the final section consists of six in-depth case studies which graphically illustrate the issues highlighted in the rest of the book.
PART I: HVA MANAGEMENT.
1. An overview of the sector.
2. Operations Management.
PART II: DESIGN OF HVAS.
3. Concept Development.
4. Interpretation and Presentation.
5. Visitor Management.
6. The Role of Technology.
7. Job Design and Work Organization.
8. Design of the Process and Product Interface.
PART III: IMPROVEMENT.
9. Quality.
10. Productivity.
PART IV: CAPACITY.
11. Managing Demand and Supply.
12. Yield Management.
PART V: OPERATIONS STRATEGY.
13. Risk and Environment.
14. Decision-making.
15. Strategy and Policy.
PART VI: CASE STUDIES.
Rays Farm: A Case Study.
Developing the Concept for the Thackray Medical Museum, Leeds.
Santa Trains at Boness and Kinneil Railway.
Volunteer Management at Nugget Hill: A Case Study.
Visitor Satisfaction Management at Leeds Castle, Kent.
Coventry Museums and Galleries: A Case Study.
Index.
