Textbook SSOM: Selected Chapters
Textbook: Metters, King-Metters, Pullman & Walton
Successful Service Operations Management (SSOM)
Selected chapters:
0. Table of Contents TOC
1. Introduction
2. Strategic Positioning and Service Strategy
5. New Service Development
6. Managing Service Experiences
7. The Front-Office, Back-Office Interface
8. Offshoring and Outsourcing
9. Analyzing Processes
10. Service Quality
11. Six Sigma for Service Process Improvement
12. Yield Management
13. Inventory Management for Services
14. Waiting Time Management