SERVICE OPERATIONS MANAGEMENT WITH CD, 2ND EDITION

This book covers the full cycle of
building a service business from concept formation through implementation.
The first section of the book – three chapters – focuses on constructing a
business strategy. The next section details how to implement that strategy in
the design of the service system. Capacity management is an important
strategic and tactical issue in many services, and is the subject of the four
chapters in the third section of the book. Finally, the last four chapters
provide managers with tools needed for everyday operation.