Table of Contents

PART ONE: INTRODUCTION1. Introduction to service operations management2. The service conceptPART TWO: CUSTOMER AND SUPPLIER RELATIONSHIPS3. Customer and supplier relationships4. Customer expectations and satisfaction5. Managing supply relationshipsPART THREE: SERVICE DELIVERY6. Service processes7. Service people8. Resource utilisation9. Networks, technology and informationPART FOUR: PERFORMANCE MANAGEMENT10. Performance measurement and management11. Linking operations decisions to business performance12. Driving operational improvementPART FIVE: MANAGING STRATEGIC CHANGE13. Service strategy14. Service culture15. Operational complexity