Managing service operations [electronic resource] :design and implementation / Bill Hollins and Sadie Shinkins.
By: Hollins, Bill.
Contributor(s): Shinkins, Sadie.Material type: BookPublisher: London : Sage Publications, 2006Description: 1 online resource (xii, 299 p.) : ill.ISBN: 9781848604667 (electronic bk.); 1848604661 (electronic bk.).Subject(s): Service industries -- Management | Work design | Product management | Services (Industrie) -- Gestion | Travail -- Conception | Produits commerciaux -- Gestion | BUSINESS & ECONOMICS -- Quality Control | TECHNOLOGY & ENGINEERING -- Quality Control | Dienstverlening | Management | Product management | Service industries -- Management | Work designGenre/Form: Electronic books.DDC classification: 658.562 Online resources: EBSCOhost
Includes bibliographical references (p. -296) and index.
Description based on print version record.
Cover; Contents; Acknowledgements; Preface; Part I: Services, Strategy and People; Chapter 1 -- Introduction to services management: the customer-led organization; Chapter 2 -- Service operations strategy; Chapter 3 -- People, leadership and management; Part II: Developing New Services; Chapter 4 -- The product and service design management processes; Chapter 5 -- Customer identification; Chapter 6 -- Design specifications -- controlling the process; Chapter 7 -- Creativity and innovation; Chapter 8 -- Learning from product and service failures; Part III: Management of Service Operations
�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: