Part 1: INTRODUCTION 1 Introducing Service Operations Management 2 Understanding the Challenges for Operations Managers
Part 2: FRAME 3 Developing and Using the Service Concept
Part 3: CONNECT 4 Understanding Customers and Relationships 5 Managing Customer Expectations and Perceptions 6 Managing Supply Networks and Supplier Relationships
Part 4: DELIVER 7 Designing the Customer Experience 8 Designing the Service Process 9 Measuring, Controlling and Managing 10 Managing People 11 Managing Service Resources
Part 5: IMPROVE 12 Driving Continuous Improvement 13 Learning from Problems 14 Learning from Other Operations
Part 6: IMPLEMENT 15 Creating and Implementing the Strategy 16 Understanding and Influencing Culture 17 Building a World-class Service Organisation |