Service Operations Management

Robert  Johnston is Professor of Operations Management at Warwick Business School.   Graham Clarkis Senior Lecturer in Operations Management at Cranfield School of Management and Director of the Executive MBA Programme.   Michael Shulver is a Senior Teaching Fellow in the Operations Management Group at Warwick Business School where he is the Academic Director of the School’s BSc in Management.

• Part 1: INTRODUCTION1 Introducing Service Operations Management2 Understanding the Challenges for Operations ManagersPart 2: FRAME3 Developing and Using the Service ConceptPart 3: CONNECT4 Understanding Customers and Relationships5 Managing Customer Expectations and Perceptions6 Managing Supply Networks and Supplier RelationshipsPart 4: DELIVER7 Designing the Customer Experience8 Designing the Service Process9 Measuring, Controlling and Managing10 Managing People11 Managing Service ResourcesPart 5: IMPROVE12 Driving Continuous Improvement13 Learning from Problems14 Learning from Other OperationsPart 6: IMPLEMENT15 Creating and Implementing the Strategy16 Understanding and Influencing Culture17 Building a World-class Service Organisation