Glenn Bassett

Operations Management for Service Industries (eBook, PDF)

Competing in the Service Era

• Format: PDF

Produktbeschreibung

Effective service delivery requires a transition from high-volume, long-run operations to low-volume, short-run output. In conventional terms, inefficiency is inherent in such a shift. The Japanese experience suggests, however, that this convention is in error; success is available if we can only organize operations away from capital toward labor intensiveness with emphasis on multipurpose machinery and multiskilled workers as the foundation. Wholly new devices that accept the inevitability of bottlenecks and focus on managing them are required for managing work flow. A century of mass production has set in place habits and concepts of operations management that are inappropriate to the need. A new vision is needed. This book outlines an operations vision based on proven principles of management and organization science that can guide the way into an emerging service era. Glenn Bassett looks at a variety of service industries from the perspective of cost and quality management. He argues the basic inevitablitity of suboptimized plant and equipment utilization. The potential for conflict between commodity and noncommodity dimensions of service is examined. Basic methods of cost control and work flow management are described. The varied and sometimes shifting bases of service quality are described in considerable detail, industry by industry where necessary. Methods for selecting and training effective service-providers are reviewed. Reform of government service as metaphor and model for the service revolution is detailed. The focus always is on sound, cost-effective, high-quality service delivery using the best available operations methods. It is sound operations management that will contribute genuine value to tomorrow's service industries. The basics of that discipline are the subject of this book.

Produktdetails

• Verlag: Bloomsbury Publishing Inc
• Seitenzahl: 272
• Altersempfehlung: ab 7 Jahre
• Erscheinungstermin: 18. November 1992
• Englisch
• ISBN-13: 9780313067785
• Artikelnr.: 68251253

Autorenporträt

GLENN BASSETT is Professor of Management and Chair of the Management Department at the University of Bridgeport. For more than a decade he consulted on employee relations practices and employee relations research issues as a member of the General Electric Corporate Staff. This is his ninth published book. His previous Quorum titles are Management Strategies for Today's Project Shop Economy (1991) and Operations Strategy for Service Industries (1992).

Inhaltsangabe

Preface Service: The Customization Imperative Commodity and Service Aspects
of Some Common Services, Contrasted Effective Service Delivery Capacity for
Service: The Fundamental Strategic Challenge Building Inventories of
Flexible Service-Supplier Skill Basic Operating Policy: Service versus
Commodity Planning/Forecasting to Meet Service Demand Lead Time, Cost
Breaks and Inventory Control in Service Operations Work Load Modeling,
Setting Priorities and Locating Bottlenecks Discovering Service Quality
Roles, Skill Level and System Design as Foundations of Service Quality
Objective Dimensions of Service Quality Measuring Service Quality Building
a Service Culture: Selecting and Training Service-Givers The Economics of
Service Pricing Government Reform as Metaphor for the Service, Revolution
Conclusion: Now, As We Enter the Service Era Selected Bibliography