Service Operations Management, Second Edition provides a global perspective on service operations, with expanded coverage of service operations for not-for-profit agencies, charities, NGOs and utilities, alongside commercial companies. With new, updated case studies and original research embracing big-data analytics and neurolinguistics in building customer service systems, this book will be an invaluable tool for postgraduate and MBA students of service operations and undergraduates specialising in hospitality, tourism and public sector management.

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 theservice system. Capacity management is an important strategic and tactical issue in many services, and is the subject of the four chaptersin the third section of the book. Finally, the last four chapters provide managers with tools needed for everyday operation.

Based around Ray Wild's bestselling Production and Operations Management, this is a concise new textbook. The accompanying CD-Rom features 12 international case studies linked to the text, each of which contains study notes and assignments.

The central focus of this book is how organizations deliver service and the operational decisions that managers face in managing resources and delivering service to their customers.

This international market-leading book, aimed at both students and practising managers, provides a comprehensive and balanced introduction to service operations management. Building on the basic principles of operations management, the authors examine the operations decisions that managers face in controlling their resources and delivering services to their customers. Combining a unique practical approach with a detailed theoretical underpinning, the authors provide tools, frameworks and techniques for operational analysis and improvement and set operations management within the wider business context, bringing a valuable 'real world' perspective to this growing area. Each chapter includes definitions of key terms, real-world examples and case studies with exercises, questions to test both understanding and application together with recommended further reading and suggested web sites to deepen your knowledge. New features for this4th edition include: . A new 17 chapter structure . A practical focus on how to' deal with the key issues and challenges facing service operations managers . A new chapter on the customer experience . A new chapter on driving continuous improvement . A new chapter on learning from other operations . A new chapter on world-class service . Six new end of chapter case exercises . A new full-colour design "Service Operations Management" is an invaluable guide to students and managers confronting operational issues in service management, whether from a general management perspective or focused in specific sectors, such as tourism and leisure or business services. This book is ideal for undergraduates, postgraduates or executives wishing to gain a deeper understanding of managing service operations and improving service delivery."

If you’re at the sharp end of management, juggling conflicting demands to keep your organization’s promises to customers, with ever-reducing resources whilst implementing the latest digital change programme and keeping your team happy – this is the book for you. Active Operations Management gives you the framework and tools to help you take control and make the most of the evolving world of service operations. The challenges of robotics, remote working and lean operations demand a new approach to give people and organizations the confidence they need to thrive and deliver in the agile age. This ground-breaking playbook specifically addresses the practical needs of operations managers. Discover: The four critical activities for effective control, and the daily and weekly rhythms which make them effective and sustainable. Practical measures of work and performance which enable like-for-like comparisons and resource balancing across diverse teams. Real-world examples showing you how to raise productivity, improve staff engagement and wellbeing. Online resources which support your control of the truly agile operation. Neil Bentley and Richard Jeffery have spent over 30 years working with operations managers to simplify and bring structure to the challenges of managing in complex organizations. Today their Active Operations Management methodology is used by thousands of managers, raising performance and ensuring the wellbeing of those involved.

Concise, engaging, relevant: light on quantitative techniques and packed with cases offering a real-world perspective, this text provides the most accessible approach to operations management.