服务运作管理整合的视角services management1(1).ppt

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1、‘Productiveisalllabourwhichfixesandrealisesitselfinaparticularsubjectorvendiblecommodity...unproductiveisalllabourwhichgenerallyperishintheveryinstantoftheirperformance.’(AdamSmith,1776)1PartOneTHENATUREOFSERVICESPartThreeHUMANRESOURCESINSERVICEORGANIZATIONSPartTwoCUSTOMERLOGICPartFourOPERATIONSMAN

2、AGEMENTINSERVICEORGANIZATIONSPartFiveANINTEGRATEDAPPROACH2ThenatureofservicesServicesarebecomingmoreandmoreimportantintheeconomyofthecountriesallovertheword.2.Explainthemaincharateristicsthatdistinguishservicesfromgoods.3.Serviceclassificationsandtheirpracticalrelevance.3PartTwoCUSTOMERLOGIC4Relati

3、onshipmarketing5Promotingservices6Pricingservices7Customersatisfactionandcomplaintmanagement8Serviceguaranteesandservice-levelagreements4PartThreeHUMANRESOURCESINSERVICEORGANIZATIONS9Theroleofhumanresourcepracticesinserviceorganizations10Competenciesandserviceorganizations11Collaboration:integratin

4、gworkandlearning12Theroleofempowermentinserviceorganizations13Rolestressamongfront-lineemployees5PartFourOPERATIONSMANAGEMENTINSERVICEORGANIZATIONS14Serviceprocessdesignandmanagement15Capacitymanagement16Facilitiesmanagement17ITdevelopmentsandtheirimpactonservices6PartFiveANINTEGRATEDAPPROACH18Pe

5、rformancemeasurementsystemsinservicefirms19ManaginginnovationinaserviceEnvironment20Managingservicesacrossnationalboundaries21Definingaservicestrategy7ServicesManagement:AnIntegratedApproachThisbookoriginatedoutofcontinuousdiscussionsandresearcheffortsThefirstpointofdiscussionisthenotionofservicesan

6、dservicemanagement.Alltoooftenoneistemptedtotakewell-establishedinsightsandknow-howcomingfrommanufacturingenvironmentsandapplythemtoservices.8servicesdohavesomecharacteristicsIntangibilityposesspecificchallengestothecommunicationandmarketingeffort;simultaneity–i.e.thepresenceofthecustomerduringthese

7、rvicedeliveryprocess–impliesadirectlinkbetweenemployees’feelingsandbehaviourandcustomers’perceptionsofservicequality;9theperishablenatureofserviceservicehasseriousimplicationsformanagingtheservicedeli