SECTION ONE: SERVICES, STRATEGY AND PEOPLE Introduction to Services Management Service Operations Strategy People, Leadership and Management SECTION TWO: DEVELOPING NEW SERVICES The Product and Service Design Process Customer Identification Design Specifications Controlling the Process Learning from Product and Service Failures SECTION THREE: MANAGEMENT OF SERVICE OPERATIONS Service Quality Management Global Supply Chain Management Services Location and Distribution Managing Capacity and Variations in Demand Evaluation and Performance Measurement and Service Improvement Thinking about Managing for `the Future' SECTION FOUR: CASE STUDY `Trenbrover Football Club'
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