Service Operations Management

Provides a comprehensive introduction to service operations management. This book offers tools, frameworks, and techniques for operational analysis and improvement and sets operations management within the wider business context. The companion website includes an instructor's manual and power point slides.

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Written for students of operations management courses on an undergraduate, MSc or MBA course, this book combines a practical approach with detailed theoretical underpinning to provide a valuable perspective on this growing area. Providing tools, frameworks and techniques for operational analysis and improvement, the text builds on the principles of operations management; examining the operations decisions that managers face in controlling their resources and in delivering services to their customers.