`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'
