This chapter explores service operations management, which covers the activities, decisions, and responsibilities of operations managers in industrial service organizations. Although service operations management is a field not often seen at the top of manufacturing companies’ agendas, it is of crucial importance due to its significant influence on customer experience and satisfaction. This chapter first presents a brief historic overview of the development of the field and then discusses the various opportunities that arise from superior service operations management. Finally, recommendations to realize superior service operation performance are presented.
Lean services Service controlling Service excellence Service operations Service performance measurement Field service
Service performance measurement
Managing Industrial Services. Management for Professionals.