Service Operations Management : Improving Service Delivery (Paperback)

Service Operations Management: Improving Service Delivery is a comprehensive book on Operations Management for students studying the subject with a focus on the service industry. The book discusses Inventory Management and Operations Management, discussing how Service Organizations benefit from the same principles which have improved the Production Industry. The book improves the students' understanding of the subject in the backdrop of the financial services, government, health care, hospitality, and retail industry, helping them understand how the principles of Operations Management can be applied in these fields. The book is an indispensable resource for all managers and operations professionals across the service industry.

About the Authors
Robert (Bob) Johnston was the Professor of Operations Management at the Warwick Business School. He has also served as the Academic Director for the Warwick MBA and helped co-found the WBS-taught Customer Service Management Diploma for the Singapore Economic Development Board. He has also written Operations Management.

Graham Clark is a Senior Lecturer of Operations Management at the Innovation Process Management Department of the School of Management, Cranfield University. He conducts research into the overlap between operations strategy, change leadership and employee engagement.