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Operations Management: Policy, Practice and Performance Improvement by Harvey Maylor, Paul Cousins, Kate Blackmon, Steve Brown

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CHAPTER Image

Analysing service operations: service delivery, queuing and shift scheduling

Image INTRODUCTION

Chapter S1 guided you through the analysis of a manufacturing operation. In this chapter, we will apply a similar approach to analysing some common situations that occur in service operations. A typical case, the Tampopo Noodle Bar, is presented for you to analyse, using a step-by-step model to analyse the service management system, the service delivery system and the queuing system.

Aims and objectives

This chapter will provide you with experience ...

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