Service operations management Improving service delivery
| Autor principal: | |
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| Otros Autores: | , |
| Formato: | Libro |
| Idioma: | Inglés |
| Publicado: |
London [etc.] :
Pearson
2012
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| Edición: | 4o ed |
| Materias: | |
| Ver en Universidad de Navarra: | https://unika.unav.edu/discovery/fulldisplay?docid=alma991001730129708016&context=L&vid=34UNAV_INST:VU1&search_scope=34UNAV_TODO&tab=34UNAV_TODO&lang=es |
Tabla de Contenidos:
- Introducing service operations management
- Understanding the challenges for operations managers
- Developing and using the service concept
- Understanding customers and relationships
- Managing customer expectations and perceptions
- Managing supply networks and supplier relationships
- Designing the customer experience
- Designing the service process
- Measuring, controlling and managing
- Managing people
- Managing service resources
- Driving continuous improvement
- Learning from problems
- Learning from other operations
- Creating and implementing the strategy
- Understanding and influencing culture
- Building a world-class service organisarion
