Learn the full cycle of building a service business from concept formation through implementation. SUCCESSFUL SERVICE OPERATIONS MANAGEMENT shows you how. Through numerous examples, clear writing, and multiple study tools, you'll understand how to develop your business strategy and manage your capacities. Brief and easy-to-use, this Operations Management textbook is the one you'll turn to for years to come.
About the Author, Richard D. Metters, Kathryn King-Metters, Madeleine Pullman
Steve Walton is Associate Professor in the Practice of Decision and Information Analysis at Goizueta Business School. He has been at Emory since 1996. He has also served on the faculty at Baylor University and NC A&T State University. Prior to coming to Goizueta, Steve worked for IBM and consulted for a national technology consultancy. He earned his Ph.D. in Business Administration/Operations from the University of North Carolina at Chapel Hill in 1993. He earned his MS and BS at Clemson University.
Steve teaches Six Sigma, Decision Science, Operations Management and Sustainable Operations at Goizueta and has been recognized with six teaching awards, including the university-wide Emory Williams Distinguished Teaching Award and the Marc Adler Prize for Teaching Excellence. His research interests include the application of Six Sigma to service operations, business-to-business electronic commerce and managing supply chains for both operational and environmental improvements. Steve's research has been published in various operations management journals. He is also finishing the changes for a second edition of a book 'successful Service Operations Management", which he has written with several colleagues.
Steve's consulting clients include the U.S. State Department, The Home Depot, Delta Air Lines, McKesson Information Solutions, The Arthur M. Blank Family Office, Siemens Medical Systems, Solvay Pharmaceuticals, Manhattan Associates, Sigvaris, Synovus, Crawford & Company, ZC Sterling, Great American Insurance Company, Atlanta Casualty Company, Kurt Salmon Associates, 180Commerce, Crawford Long Hospital, and several technology startup companies.
Covering the full cycle of building a service business, this textbook identifies the elements of business strategy, details implementation techniques, discusses capacity management, and describes the everyday skills managers need. Case studies provide real-world illustrations of the principles described. Charts, diagrams, and screen captures supply visual displays of the information covered in the text. The authors include professors of business and a consultant. Annotation c. Book News, Inc., Portland, OR (booknews.com)
