5331053
9780324224382
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This book covers the full cycle of building a service business from concept formation through implementation. The first section of the book - three chapters - focuses on constructing a business strategy. The next section details how to implement that strategy in the design of the service system. Capacity management is an important strategic and tactical issue in many services, and is the subject of the four chapters in the third section of the book. Finally, the last four chapters provide managers tools for everyday operation.Metters, Richard is the author of 'Successful Service Operations Management ', published 2006 under ISBN 9780324224382 and ISBN 0324224389.
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