What do you think?
Rate this book
Service Management: An Integrated Approach to Supply Chain Management and Operations
Tie customer-driven strategies to service operations and process management, and sharpen your focus on creating customer value throughout your entire service organization! This comprehensive, multidisciplinary reference thoroughly covers today's most effective theories and methods for managing service organizations, drawing on innovative insights from economics, consumer behavior, marketing, strategy, and operations management. Leading experts Cengiz Haksever and Barry Render provide crucial insights into emerging service operation and supply chain topics, reinforcing key points with up-to-date case studies. Service Management contains a valuable chapter-length introduction to linear and goal programming and its services applications; and also addresses many other topics ignored by competitive texts, such Service Management will be an invaluable resource for senior and mid-level managers throughout any service organization, and for students and faculty in any graduate or upper-level undergraduate program in service management, service operations management, or operations management
520 pages, Paperback
First published May 1, 2013
6 people are currently reading
25 people want to read
Ratings & Reviews
Friends & Following
Create a free account to discover what your friends think of this book!
Community Reviews
Displaying 1 of 1 review
July 27, 2017
If your already an Biz Ops student then you just need to skip to Chapter 10 onward. It covers a lot of the basics but it has focuses in Services.
Any Company that has Internal Services (Sales, Support, QA, Technical etc...) need to apply the Internal Customer Service operations taught in this book as the most basic level of Managing a Service. Most emerging market companies don't think this way, and they should. Most emerging market companies believe Hustling is work and organizing to have this set up is not-work so there is a LONG way to go before this level of Thinking is appreciated.
Emerging Market Companies came from the chaotic world of Hustling to get the next lead and to land the next job. Management, Metrics, and Studies are the last thing on their mind.
Any Company that has Internal Services (Sales, Support, QA, Technical etc...) need to apply the Internal Customer Service operations taught in this book as the most basic level of Managing a Service. Most emerging market companies don't think this way, and they should. Most emerging market companies believe Hustling is work and organizing to have this set up is not-work so there is a LONG way to go before this level of Thinking is appreciated.
Emerging Market Companies came from the chaotic world of Hustling to get the next lead and to land the next job. Management, Metrics, and Studies are the last thing on their mind.
Displaying 1 of 1 review