Service Operations Management

Address real-world organisational challenges by applying the principles of Service Operations Management

Service Operations Management, 6th edition provides an understanding of how service performance can be improved in organisations. It features tools and techniques throughout, along with examples from a wide variety of international businesses.

"The leading Service Operations book, which we have used for 9 years. Excellent range of theory, very accessible to all student levels and extremely applicable within the global business world."

Andrew Parker, Associate Professor and former Senior Industrial Operations Practitioner, University of Birmingham

"A highly readable text with invaluable insights into modern service operations. It covers cutting-edge technologies, emphasises sustainability, and illustrates key concepts though real-world examples. An essential resource for students and managers."

Dr Marina Papalexi, Senior Lecturer in Operations and Project Management, Manchester Metropolitan University

"Everyone should understand what services are. We exist in them, for them and we are them. This book brings this to life through case study, theory and application."

Professor Liz Breen, Professor of Health Service Operations, School of Pharmacy & Medical Sciences, University of Bradford

Address real-world organisational challenges by applying the principles of Service Operations Management

Service Operations Management, 6th edition is a leading text on service operations management and provides an understanding of how service performance can be improved in organisations. This textbook applies underlying theories to the real-world issues faced daily by service operations managers, by providing a diverse range of examples and illustrations from a wide range of international businesses, plus frameworks and techniques to help you better analyse existing operations and understand ways to deal with operational challenges.

This book can be used to support a dedicated Service Operations Management course, or a service-focused course in Operations Management. The book is also ideal if you want to build on knowledge of the basic principles of operations management, and it serves as a handbook for operations managers in service organisations.

Key features:

• Real-life examples from organisations around the world ensure all types of service are covered, from Metro Bank to Médecins Sans Frontières, from Apple stores to Aldi supermarkets, from Costa coffee machines to Cubitts eyewear, and more
• End-of-chapter case studies cover essential concepts and offer application opportunities that will strengthen your understanding
• A focus on how concepts work out in practice, such as in the expanded Service Concept and Customer Relationships chapters, both of which now incorporate new 'running' case studies
• Major updates for this edition include thoroughly revised and updated chapters on Service Strategy and People in the Service Operation, new material on the impacts of innovative technologies on services, and a greater consideration of the environmental and sustainability impact of operations

Robert Johnston was Professor of Operations Management at Warwick Business School. Robert also served on the editorial boards of ten leading journals and was an Honorary Fellow of the European Operations Management Association and a Vice President of the Institute of Customer Service.

Michael Shulver has lectured on Service Operations Management at Bath School of Management, Warwick Business School and Birmingham Business School. At Birmingham Michael designed and set up the world’s first accredited wholly online MBA Programme.

Address real-world organisational challenges by applying the principles of Service Operations Management

Service Operations Management, 6th edition is a leading text in the field and provides an understanding of how service performance can be improved in organisations. It applies underlying theories to the real-world issues faced daily by service operations managers, by providing a diverse range of examples and illustrations from a wide range of international businesses, plus frameworks and techniques to help you better analyse existing operations and understand ways to deal with operational challenges.

This book can be used to support a dedicated Service Operations Management course, or a service-focused course in Operations Management. The book is also ideal if you want to build on knowledge of the basic principles of operations management, and it serves as a handbook for operations managers in service organisations.

Key features:

• Real-life examples from organisations around the world ensure all types of service are covered, from Metro Bank to Médecins Sans Frontières, from Apple to Aldi, from Costa coffee machines to Cubitts eyewear, and more
• End-of-chapter case studies cover essential concepts and offer application opportunities that will strengthen your understanding
• A focus on how concepts work out in practice, such as in the expanded Service Concept and Customer Relationships chapters, both of which now incorporate new 'running' case studies
• Major updates for this edition include thoroughly revised and updated chapters on Service Strategy and People in the Service Operation, new material on the impacts of innovative technologies on services, and a greater consideration of the environmental and sustainability impact of operations

"The leading Service Operations book, which we have used for 9 years. Excellent range of theory, very accessible to all student levels and extremely applicable within the global business world."

Andrew Parker, Associate Professor and former Senior Industrial Operations Practitioner, University of Birmingham

"A highly readable text with invaluable insights into modern service operations. It covers cutting-edge technologies, emphasises sustainability, and illustrates key concepts though real-world examples. An essential resource for students and managers"

Dr Marina Papalexi, Senior Lecturer in Operations and Project Management, Manchester Metropolitan University

"Everyone should understand what services are. We exist in them, for them and we are them. This book brings this to life through case study, theory and application".

Professor Liz Breen, Professor of Health Service Operations, School of Pharmacy & Medical Sciences, University of Bradford

Author Biographies

Robert Johnston was Professor of Operations Management at Warwick Business School. Robert also served on the editorial boards of ten leading journals and was an Honorary Fellow of the European Operations Management Association and a Vice President of the Institute of Customer Service.

Michael Shulver has lectured on Service Operations Management at Bath School of Management, Warwick Business School and Birmingham Business School. At Birmingham Michael designed and set up the world's first accredited wholly online MBA Programme.

Nigel Slack is Emeritus Professor of Operations Management and Strategy at Warwick Business School, an Honorary Professor at Bath University and 'Honorary Fellow of the European Operations Management Association'. Nigel is a consultant, researcher and teacher with experience in financial services, oil and gas, utilities, retail, professional services, general services, aerospace, FMCG and engineering manufacturing.

Alan Betts founded HT2 Limited, a pioneering learning software company, which he led to win the Queen's Award for Innovation. Alan has worked at Warwick Business School and the University of San Diego.