Improving Productivity and Service in Depot Businesses
Improving Productivity and Service in Depot Businesses

Author: Colin Woodland

Publisher: CRC Press

Published: 2022-12-23

Total Pages: 160

ISBN-13: 1000821331

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This book is specifically for working operations managers across the broad range of business types that deploy fleet and product via a myriad of service types. It is applicable to businesses with small medium to large fleets in haulage, 3PL, and any service business operating a depot structure. The book is less about theoretical concepts – although specific references point to theories including Lean, continuous improvement, net promoter score, and balanced scorecard – but is essentially a practical guide applying worked examples and generic templates regarding the core ten activities that are critical to achieving service and profit expectation in any depot, route-based business deploying fleet. Every working manager – front-line to COO – will identify with and grasp that these are fundamental areas and that, if improvement can be sustained, will deliver better service to customers and enhanced profit in both local and business levels. The key areas examined are: People management Fleet management Route scheduling Optimisation of non-productive (on-depot) time Driver debrief Customer service and complaint management and measurement Key performance indicators The operating rhythm Continuous improvement

Improving Productivity and Service in Depot Businesses
Improving Productivity and Service in Depot Businesses

Author: Colin Woodland

Publisher: CRC Press

Published: 2022-12-23

Total Pages: 218

ISBN-13: 1000821323

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This book is specifically for working operations managers across the broad range of business types that deploy fleet and product via a myriad of service types. It is applicable to businesses with small medium to large fleets in haulage, 3PL, and any service business operating a depot structure. The book is less about theoretical concepts – although specific references point to theories including Lean, continuous improvement, net promoter score, and balanced scorecard – but is essentially a practical guide applying worked examples and generic templates regarding the core ten activities that are critical to achieving service and profit expectation in any depot, route-based business deploying fleet. Every working manager – front-line to COO – will identify with and grasp that these are fundamental areas and that, if improvement can be sustained, will deliver better service to customers and enhanced profit in both local and business levels. The key areas examined are: People management Fleet management Route scheduling Optimisation of non-productive (on-depot) time Driver debrief Customer service and complaint management and measurement Key performance indicators The operating rhythm Continuous improvement

Driving Service Productivity
Driving Service Productivity

Author: John Bessant

Publisher: Springer

Published: 2016-08-23

Total Pages: 0

ISBN-13: 9783319349121

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In a world moving towards services, driving service productivity is a central challenge for leaders and members of all types of organisations: for service businesses there is a clear need to be “productive”, but it is far less clear what this exactly means. In this book, we invite you on a journey that explores the ways, tools and options for driving service productivity. We take an innovator’s perspectives and look at the tricky challenge of service productivity as a landscape of options for designing the future of services. Case examples, from the airport, hotel, healthcare, and professional service industry, offer insights in the methods used and approaches taken in business practice. Research results provide food for thought and valuable advice on the path towards superior service productivity. Throughout the book we also listen to the views and advices of interviewed experts from academia as well as business practice on how to drive service productivity. A forecast on how service productivity and service innovation might evolve in the future provides us – and hopefully you as a reader – with the necessary food for thought to develop our own understanding of driving service productivity in different business settings. Overall, this book is not a traditional “academic product” that summarises the views of a few, but a co-created offering that profited enormously from the contributions of so many.

The Case for Good Jobs
The Case for Good Jobs

Author: Zeynep Ton

Publisher: Harvard Business Press

Published: 2023-06-06

Total Pages: 144

ISBN-13: 1647824184

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Named one of the Best Business Books of 2023 by the Financial Times Thinkers50 2023 Winner: Talent Award From MIT professor and pre-eminent voice on Good Jobs comes a leadership guide for choosing excellence and providing good jobs that offer a living wage, dignity, and opportunities for growth. From healthcare facilities to call centers, fulfillment centers to factories, and restaurants to retail stores, companies are struggling to find or keep workers, because the jobs they offer are low-paying, stressful, and provide little chance for growth and success. Workers want good jobs, and many leaders want to provide them. But they don't think they can offer higher pay and more motivating work without hurting the bottom line. Most business leaders want to win with customers, but their companies are hobbled by a host of service and operational problems largely driven by high employee turnover—turnover that's partly driven by low pay. It is indeed a vicious cycle, and Zeynep Ton is here to show you the way out: why good jobs combined with strong operations lead to higher productivity and increased competitiveness for the business. And why, more than ever, in a world with tight labor markets, failing to provide good jobs will catch up with you and threaten your business. As the leading scholar on good jobs and president of the Good Jobs Institute, Ton has helped executives at many companies implement a good jobs system. With expertise drawn from spending time on the front lines with workers and their managers, she knows what's keeping most companies mired in mediocrity and how implementing a good jobs system makes them more competitive, more resilient, and more likely to attract and retain loyal customers and dedicated employees. Practical, prescriptive, and often provocative, The Case for Good Jobs is essential reading for company leaders who want to—who need to—choose excellence.

The Service Productivity and Quality Challenge
The Service Productivity and Quality Challenge

Author: P.T. Harker

Publisher: Springer Science & Business Media

Published: 1995-05-31

Total Pages: 520

ISBN-13: 9780792334477

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The recent global recession has revealed the vital importance of service-sector productivity in all developed economies. The challenge for scholars and professionals in productivity management (economics and management science) in the coming decade is clearly to improve the productivity of the services sector. Section I addresses the economy-wide problems of measuring service productivity and its impact on economic performance. The growing volume and recognition of trade and international competition in services is the subject of Section II. The first two sections together outline the broad parameters facing the economy and individual managers as they struggle to improve service productivity in an increasingly competitive international market. The specific steps to be taken are addressed in Section III. Section IV presents an operations management perspective on the productivity problem. Section V presents the problems and opportunities that exist in productivity improvement in market services (i.e. those industries where some degree of competition and market pricing exists). Finally, non-market services, a vital part of all developed economies, are discussed in Section VI. The Service Productivity and Quality Challenge presents the state of the art thinking on the service productivity challenge from a variety of disciplines. Rather than a cursory view of each discipline's perspective, the papers go into detail on each subject or industry. Taken as a whole, they provide a panoramic view of the problem and its potential solutions.

Achieving Service Productivity
Achieving Service Productivity

Author: Erik Hörnell

Publisher: Financial Times/Prentice Hall

Published: 1994

Total Pages: 314

ISBN-13:

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This book explains how to achieve productivity in service industries. It provides management with learning points on how some of the world's best companies have kept ahead of the competition. It covers a wide range of service industries including retail banking, supermarkets, hospitals and schools and includes international case studies from companies such as Credit Suisse, Banc One, Woolworths and the Henry Ford Hospital in the USA. Improving Productivity in Service Companies highlights the lessons learnt, analyses the key success factors, identifies the ways in which these have altered as technology and consumer requirements have changed, and will give you information on how to be more efficient.

Managing Service Productivity
Managing Service Productivity

Author: Ali Emrouznejad

Publisher: Springer

Published: 2014-08-15

Total Pages: 394

ISBN-13: 9783662434383

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This volume describes how frontier efficiency methodologies such as Data Envelopment Analysis (DEA) and other techniques such as multi-criteria decision making can help service industries to improve their performance by providing a ranking of best-practice efficient service units and by identifying sources of inefficiency for each service unit. It explains how they can be used to determine potential improvement targets for each of the inefficient service units, to identify peers for each service organization and to provide a basis for continuous performance improvement. Presenting applications in a variety of industries, this book will be useful for the service management to improve service productivity, profitability, sustainability and quality and effectiveness of service deliveries. A free trial version of the World’s leading Data Envelopment Analysis Software (PIM-DEA) is available for readers of this book.