1.
Slack N, Brandon-Jones A. Operations Management. Ninth edition. Pearson; 2019. https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937
2.
Slack N, Brandon-Jones A. Operations Management. Ninth edition. Pearson; 2019. https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937
3.
Slack N, Brandon-Jones A. Operations Management. Ninth edition. Pearson; 2019. https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937
4.
Slack N, Brandon-Jones A. Operations Management. Ninth edition. Pearson; 2019. https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937
5.
Slack N, Brandon-Jones A. Operations Management. Ninth edition. Pearson; 2019. https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937
6.
Garvin DA. Product Quality: An Important Strategic Weapon. Business Horizons. 1984;27(3). https://ezproxy.lib.gla.ac.uk/login?url=https://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=4528396&site=ehost-live
7.
Madu CN, Madu AA. Dimensions of e‐quality. International Journal of Quality & Reliability Management. 2002;19(3):246-258. doi:10.1108/02656710210415668
8.
Slack N, Brandon-Jones A. Operations Management. Ninth edition. Pearson; 2019. https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937
9.
Flooding and capsize of ro-ro passenger ferry Herald of Free Enterprise with loss of 193 lives Marine Accident Investigation Branch report - GOV.UK. https://www.gov.uk/maib-reports/flooding-and-subsequent-capsize-of-ro-ro-passenger-ferry-herald-of-free-enterprise-off-the-port-of-zeebrugge-belgium-with-loss-of-193-lives
10.
Pijnenburg B, Duin MJ. The Zeebrugge ferry disaster. Contemporary Crises. 1990;14(4):321-349. doi:10.1007/BF00728504
11.
Allinson RE. The Herald of Free Enterprise Disaster. In: Saving Human Lives. Vol 21. Springer Netherlands; 2005:198-222. doi:10.1007/1-4020-2980-2_9
12.
Slack N, Brandon-Jones A. Operations Management. Ninth edition. Pearson; 2019. https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937
13.
Greasley A. Operations Management. Vol SAGE course companions. SAGE; 2008. https://ezproxy.lib.gla.ac.uk/login?url=https://sk.sagepub.com/books/operations-management
14.
Hill A, Hill T. Operations Management. 3rd ed. Palgrave Macmillan; 2012.
15.
Johnston R, Clark G, Shulver M. Service Operations Management: Improving Service Delivery. 4th ed. Pearson Education; 2012.
16.
Krajewski LJ, Ritzman LP, Malhotra MK. Operations Management: Processes and Supply Chains. 10th ed. Pearson Education; 2013.
17.
Slack N, Lewis M. Operations Strategy. 3rd ed. Pearson/Prentice Hall; 2011. https://www.vlebooks.com/vleweb/product/openreader?id=GlasgowUni&isbn=9780273740452
18.
Christensen CM. The Innovator’s Dilemma: When New Technologies Cause Great Firms to Fail. Vol The management of innovation and change series. Harvard Business Review Press; 2013.
19.
Christopher M. Logistics & Supply Chain Management: Creating Value-Adding Networks. 4th ed. Financial Times Prentice Hall; 2011. https://www.vlebooks.com/vleweb/product/openreader?id=GlasgowUni&isbn=9780273731139
20.
Cousins P, Chartered Institute of Purchasing & Supply. Strategic Supply Management: Principles, Theories and Practice. Financial Times Prentice Hall; 2008.
21.
Dale BG, Bamford DR, Wiele A van der, eds. Managing Quality: An Essential Guide and Resource Gateway. Sixth edition. John Wiley & Sons Ltd; 2016.
22.
Goldratt EM, Cox J. The Goal: A Process of Ongoing Improvement. 3rd rev. ed., 20th anniversary ed. North River Press; 2004.
23.
Harrison A, Hoek RI van, Skipworth H. Logistics Management and Strategy: Competing through the Supply Chain. Vol Always Learning. Fifth edition. Pearson Education Limited; 2014.
24.
Neely A. Business Performance Measurement: Unifying Theory and Integrating Practice. 2nd ed. Cambridge University Press; 2007. https://ebookcentral.proquest.com/lib/gla/detail.action?docID=328900
25.
Hines P. Value Stream Management: Strategy and Excellence in the Supply Chain. Financial Times/Prentice Hall; 2000.
26.
New S. Understanding Supply Chains: Concepts, Critiques, and Futures. Oxford University Press; 2003.
27.
Womack JP, Jones DT. Lean Thinking: Banish Waste and Create Wealth in Your Corporation. Rev. and updated. Free Press Business; 2003.
28.
Womack JP, Jones DT, Roos D, Massachusetts Institute of Technology. The Machine That Changed the World. Rawson Associates; 1990.
29.
Want to Perfect Your Company’s Service? Use Behavioral Science.
30.
Managing service inventory to improve performance: in service businesses as in others, work can be performed and stored in anticipation of demand. By wisely choosing what kind of inventory to hold, companies can improve quality, response times, customization and pricing. MIT Sloan Management Review. 47(1). https://ezproxy.lib.gla.ac.uk/login?url=https://go.galegroup.com/ps/i.do?id=GALE%7CA139260575&v=2.1&u=glasuni&it=r&p=AONE&sw=w&asid=c72940744c260dac2f5acc65860df8b5
31.
Ford, Robert C. Delivering Excellent Services: Lessons From the Best Firms. California Management Review. 2001;44(1). https://ezproxy.lib.gla.ac.uk/login?url=https://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=5746562&site=ehost-live
32.
Parasuraman A, Zeithaml VA, Berry LL. A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing. 1985;49(4). doi:10.2307/1251430
33.
Swank CK. The Lean Service Machine. https://conroyquick.files.wordpress.com/2011/02/the-lean-service-machine.pdf
34.
Tax SS, Colgate M, Bowen DE. How to Prevent Your Customers From Failing. MIT Sloan management review. 2006;47(3).
35.
‘Innovation in experiential services – an experiential view’ in ‘Innovation in Service’, DTI Occasional Paper no 9. UK Department of Trade and Industry. http://webarchive.nationalarchives.gov.uk/20070603164510/http://www.dti.gov.uk/files/file39965.pdf
36.
Barratt M. Understanding the meaning of collaboration in the supply chain. Supply Chain Management: An International Journal. 2004;9(1):30-42. doi:10.1108/13598540410517566
37.
Blackburn JD. Reverse Supply Chains for Commercial Returns. California Management Review. 2004;46(2). https://ezproxy.lib.gla.ac.uk/login?url=https://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=12391589&site=ehost-live
38.
Bowersox D. Ten mega-trends that will revolutionize supply chain logistics. Journal of Business Logistics. 21(2):1-15. https://ezproxy.lib.gla.ac.uk/login?url=https://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=4315148&site=ehost-live
39.
Christopher M, Towill D. An integrated model for the design of agile supply chains. International Journal of Physical Distribution & Logistics Management. 2001;31(4):235-246. doi:10.1108/09600030110394914
40.
Harland CM, Lamming RC, Zheng J, Johnsen TE. A taxonomy of supply networks. The Journal of Supply Chain Management. 2001;37(4):21-27. doi:10.1111/j.1745-493X.2001.tb00109.x
41.
Huan SH, Sheoran SK, Wang G. A review and analysis of supply chain operations reference (SCOR) model. Supply Chain Management: An International Journal. 2004;9(1):23-29. doi:10.1108/13598540410517557
42.
Kraljic P. Purchasing must become supply management.
43.
James B. Rice, Jr.,Yossi Sheffi. A supply chain view of the resilient enterprise. MIT Sloan Management Review. 2005;47(1). https://ezproxy.lib.gla.ac.uk/login?url=https://go.galegroup.com/ps/i.do?id=GALE|A139260573&v=2.1&u=glasuni&it=r&p=AONE&sw=w&asid=ba814a2834609b7dc0aaf56cc8b202ab
44.
De Cock C. TQM and BPR: beyond the beyond the myth. https://ezproxy.lib.gla.ac.uk/login?url=https://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=9711165184&site=ehost-live
45.
Ellram L. Services supply management: the next frontier for organizational performance. https://ezproxy.lib.gla.ac.uk/login?url=https://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=25995887&site=ehost-live
46.
Filippini R, Forza C, Vinelli A. Improvement initiative paths in operations. Integrated Manufacturing Systems. 1996;7(2):67-76. doi:10.1108/09576069610111927
47.
Hammer M. The 7 deadly sins of performance measurement  (and how to avoid them).
48.
Medori D, Steeple D. A framework for auditing and enhancing performance measurement systems. International Journal of Operations & Production Management. 2000;20(5):520-533. doi:10.1108/01443570010318896
49.
Parasuraman A, Zeithaml VA, Berry LL. A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing. 1985;49(4). doi:10.2307/1251430
50.
Rosenberg J. Five Myths About Customer Satisfaction. Quality control. 29(12):57-60. http://asq.org/qic/display-item/?item=13141
51.
TOMI. https://sites.google.com/site/tomiportal/