Service Operations Management: Improving Service Delivery

Authored by Bob Johnston and Michael Shulver of Warwick Business School and Graham Clark, this fourth edition is published by Financial Times/Prentice Hall.

This international market-leading book, aimed at both students and practising managers, provides a comprehensive and balanced introduction to service operations management. Building on the basic principles of operations management, the authors examine the operations decisions that managers face in controlling their resources and delivering services to their customers.

Combining a unique practical approach with a detailed theoretical underpinning, the authors provide tools, frameworks and techniques for operational analysis and improvement and set operations management within the wider business context, bringing a valuable 'real world' perspective to this growing area.

Each chapter includes definitions of key terms, real-world examples and case studies with exercises, questions to test both understanding and application together with recommended further reading and suggested web sites to deepen your knowledge.

The book is accompanied by a new and revolutionary web support for lecturers. This has been created by Michael Shulver and includes short videos of the authors on how to teach each chapter, additional resources and it also provides a forum to create a community of users to share their ideas and experiences.