FUNDAMENTAL MANAJEMEN OPERASIONAL JASA: Konsep, Proses, dan Inovasi Terapan
Kata Kunci:
MANAJEMEN, MANAJEMEN OPERASIONAL, JASASinopsis
Buku “Fundamental Manajemen Operasional Jasa: Konsep, Proses, dan Inovasi Terapan” hadir untuk menjawab tantangan di era ekonomi modern, di mana sektor layanan telah berevolusi menjadi penggerak utama bisnis global. Buku ini mengupas tuntas bagaimana manajemen operasi di sektor jasa memiliki kompleksitas dan pendekatan strategis yang jauh berbeda dibandingkan dengan industri manufaktur fisik.
Di dalamnya, pembaca akan diajak untuk memahami empat karakteristik mendasar dari jasa, yakni sifatnya yang tidak berwujud (Intangibility), tidak dapat dipisahkan (Inseparability), sangat bervariasi (Variability), dan tidak dapat disimpan (Perishability). Lebih dari itu, buku ini mendobrak pandangan tradisional dengan memperkenalkan Service-Dominant Logic, di mana konsumen tidak lagi dipandang pasif, melainkan berperan aktif sebagai “Pencipta Bersama” (Co-Creator) dalam proses layanan, baik untuk skala individu (B2C) maupun antar-korporasi (B2B).
Dilengkapi dengan berbagai analogi terapan dan panduan perumusan strategi operasi yang komprehensif, buku ini menjadi referensi yang esensial. Karya ini sangat tepat bagi mahasiswa, akademisi, manajer, dan praktisi yang ingin mempelajari cara merancang serta mengelola sistem layanan yang adaptif, efisien, dan mampu memberikan keunggulan kompetitif yang berkelanjutan.
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KATA PENGANTAR
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DAFTAR ISI
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BAB 01. KARAKTERISTIK DAN ESENSI MANAJEMEN OPERASIONAL JASA
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BAB 02. MERUMUSKAN STRATEGI OPERASI JASA UNTUK KEUNGGULAN BERSAING
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BAB 03. MERANCANG PENGALAMAN LAYANAN (SERVICE DESIGN)
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BAB 04. MANAJEMEN KUALITAS LAYANAN (SERVICE QUALITY)
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BAB 05. ANALISIS PROSES DAN ALIRAN KERJA JASA
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BAB 06. STRATEGI LOKASI DAN TATA LETAK FASILITAS JASA
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BAB 07. MANAJEMEN RANTAI PASOK JASA (SERVICE SUPPLY CHAIN)
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BAB 08. MENGELOLA KAPASITAS DAN MENGENDALIKAN PERMINTAAN LAYANAN
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BAB 09. PENJADWALAN SUMBER DAYA MANUSIA DAN LAYANAN
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BAB 10. INOVASI, KINERJA, DAN KESIAPAN TEKNOLOGI LAYANAN
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DAFTAR PUSTAKA
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PROFIL PENULIS
Unduhan
Referensi
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