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