Operations Strategy (2nd Edition) Review

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During the years, I have accumulated an extensive operational strategy reference library, ranging from manufacturing, government and service issues. This is an excellent book for more comprehensive learning of the discipline. Besides the holistic view of the subject, I think it has many interesting points related to the content of operational strategy. This books focus main thesis is the need of sound reconciliation between market requirements and the operational resources of the organization. Great diagrams and charts add tremendous value to the writing. The book could be improved for teaching purposes with the inclusion of cases.


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Operation StrategySecond EditionNigel Slack and Michael LewisIdeal for Advanced Undergraduate and Postgraduate students, this book builds on concepts from Strategic Management, Operations Management, Marketing and HRM to give students a comprehensive understanding of Operations Strategy.Features *Comprehensive and accessible with authoritative authorship and an excellent blend of theory and practice *A European context *Engaging case studies *Teaching resources including an Instructor's Manual with extensive case notes and PowerPoint slides at www.pearsoned.co.uk/slack. What's New? *This new edition has been focused to concentrate on the most significant topics in the subject, with 10 chapters replacing the previous 15. New material has been added and coverage of some older topics has been revised (see new table of contents). *End-of-chapter case exercises have been replaced by a major end-of-book section ofHarvard-type' cases. *New to the Instructor's resources online: additional cases and a set of questions and answers for class use / exam use.*New coverage of hot topics, such as the implications of ERP and Six Sigma on ops strategy, agility and it's inter-relationship with lean, supply management issues, operations strategy for competitive advantage and SCM, and implementation.

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IT Problem Management Review

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(More customer reviews)This is a great book for anyone involved in help desk or service center activities. I recommend this book for all IT professionals involved with production systems or anyone interested in IT methodology. This book gives the reader an appreciation for the documented processes and documentation that must be in place for a successful help desk venture.
This book has process flows for the entire problem management arena complete with guidelines on how to pick the most successful strategy for your company. It helps you with the decision process by offering pros and cons for each strategy so that you can tailor the strategy for your own goals and objectives. Also present are strategies for escalating problems and the structure that must be in place to support the strategy.
Other strong points of this book include the detail provided concerning the problem prioritization process, documented Triage processes, and escalation procedures. It also covers the documentation that must exist in order for a help desk to strive for cost effectiveness while meeting the goals of its customers.
This books helps IT professionals in the decision making process, whether you are currently involved in help desk activities, preparing to start a help desk, or migrating your current help desk into a service center. I gave this book to our help desk and they quickly ordered a couple of copies for the other managers. This is truly a first rate narrative.

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Whether you manage in-house or outsourced IT operations, your problem resolution processes may be the #1 factor that will determine your ultimate success or failure. What's more, help desks are increasingly called upon to "move up the food chain," becoming true service centers capable of delivering complex, strategic solutions. Finally, there's a single source for all the information you need to build world-class problem management processes -- and deliver the value today's enterprises are demanding. Drawing upon extensive real-world consulting experience, Gary Walker presents specific process improvements IT organizations and outsourcers can make to achieve breakthrough results in their help desks and service centers. Walker reviews every key element of the problem management process, including problem identification, customer validation, problem logging, service delivery, knowledge capture and sharing, and finally, management review and oversight.Walker introduces the Immediate Response Model, which gives IT managers a formal way to account for request variability, complexity, and volume; shows how to use metrics to measure your progress; and offers guidance on creating and using service level agreements. The book includes a detailed chapter on tools for communications with customers, service delivery, and proactive monitoring, as well as opportunities to use the Internet and Integrated Voice Response (IVR) systems to empower customers. Finally, Walker addresses the human side of help desks and service centers, offering practical guidance on motivation.

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