Service Operations Dynamics

1. Front Matter

   Pages i-xix

   PDF

2. Introduction

   • Henk Akkermans

   Pages 1-7

3. Sales and Operations Interactions: Never the Twain Shall Meet?

   • Henk Akkermans

   Pages 9-30

4. Frontoffice-Backoffice Interactions: Service Quality Cascades

   • Henk Akkermans

   Pages 31-53

5. Customer Interactions: How to Enrage Customers with a Great Service

   • Henk Akkermans

   Pages 55-70

6. Managing Workforce Dynamics: Hiring with Moderation

   • Henk Akkermans

   Pages 71-83

7. Interacting with the Innovators: Innovation Tipping Points

   • Henk Akkermans

   Pages 85-107

8. Interacting with Key Suppliers: Relationship Spirals

   • Henk Akkermans

   Pages 109-128

9. Interactions with Government: Regulating the Regulators

   • Henk Akkermans

   Pages 129-140

10. Conclusion: No Silver Bullet

    • Henk Akkermans

    Pages 141-146

11. Back Matter

    Pages 147-153

    PDF

This innovative book presents an up-to-date account of service operations, spanning topics such as IT-enabled services, service supply chain and volatility of demand and supply. Combining a systems perspective with a focus on service supply chains, the chapters provide a clearly framed set of mechanisms and theories with a focus on innovation-driven sectors and the game-changing role of IT. With each chapter built around real-life examples and service companies, the primary services supply chain is discussed alongside four key stakeholder groups: workforce, customers and markets, buyers and suppliers, and IT and innovations.

• Internet of things
• manufacturing
• collaborative service
• supply chain
• service management
• operational performance
• production management

“Henk is an original thinker. It is fun to have him as sparring partner and regular co-author. Dynamics fascinate him. He continuously applies his original system thinking to the service operations surrounding us in today’s business world. Not only is the topic of this book timely, it is also written by a man who has the gift of explaining complex phenomena in crystal clear everyday language that can appeal to everyone. More books like this should be readily available so they can be used by practitioners as well as regular students.” (Luk N. Van Wassenhove, The Henry Ford Chaired Professor of Manufacturing and Professor of Technology and Operations Management, INSEAD, France)

“Henk Akkermans brings a unique combination of expertise and practice perspectives. First, a deep understanding of the dynamics of services combined with analytical expertise using systems dynamics approaches. Second, unique perspective based on a service supply chain view of services, and finally the learning from working with companies in a wide range of IT enabled services. This book will provide both scholars and practitioners unique insights into how to manage services in today’s dynamic and digitised context.” (Chris Voss, Professor of Operations Management, Warwick Business School and Emeritus Professor of Management Science and Operations, London Business School, UK)

“Henk is a provocative guy, he stirs up his audience by his fast analysis skill, and very direct way of running discussions. Henk has a deep theoretical basis in system dynamics and knows how to apply it in an understandable way to day-to-day problems that we normal people face. Reading this book is the next best thing to attending his lively process analysis workshops. Highly recommended.” (Eric B. Kuisch, Managing Director of Technology, Vodafone Germany)

“This book contains a wealth of experience explained both by theory and by very relevant and recognizable examples. Henk Akkermans is down to earth and astute as always.” (Michiel van den Berg, Director, Eneco Warmte & Koude)

“Service Operations Dynamics helps you to the real bottom of your problem. With the models it will bring you to a great solution. Anyway, it helped me a lot!” (Gerard Van Laarhoven, Programme Manager, Interpolis Achmea)

“Combining scientific rigor and context-specific considerations, this book offers a highly effective set of perspectives and tools to tackle current challenges in service operations. It provides a comprehensive and accessible overview of Henk Akkermans’ extensive work in this area, both as an academic and a “reflective” practitioner.” (Finn Wynstra, Professor and NEVI Professor Purchasing and Supply Management, Rotterdam School of Management, Erasmus University, the Netherlands)

• Tilburg University, Tilburg, The Netherlands

  Henk Akkermans

Henk Akkermans is Professor of Supply Chain Management at Tilburg University, the Netherlands.

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