Successful Service Operations Management

Phase 1: Exploring Services Chapter 1. Services in the Economy Chapter 2. Professional Services Phase 2: Thinking Out of the Box: Operations Strategy Chapter 3. The Front Office Chapter 4. The Back Office Chapter 5. Internet Strategies Chapter 6. Environmental Strategies Chapter 7. Service Quality Chapter 8. The Experience Economy Phase 3: Capacity Management Chapter 9. Yield Management Chapter 10. Inventory in Services Chapter 11. Waiting Time Management Phase 4: Adding Science to Art Chapter 12. Analyzing Processes Chapter 13. Project Management Chapter 14. New Service Development Chapter 15. Site Selection For Services Chapter 16. Performance Evaluation and Benchmarking with Data Envelopment Analysis Chapter 17. Scoring Systems: Methods for Customer Selection and Solicitation, Resource Allocation, and Data ReductionMetters, Richard is the author of 'Successful Service Operations Management', published 2002 under ISBN 9780324135565 and ISBN 0324135564.