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Slack N, Brandon-Jones A. Operations management. Ninth edition. Harlow, England: : Pearson 2019. https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937
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Slack N, Brandon-Jones A. Operations management. Ninth edition. Harlow, England: : Pearson 2019. https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937
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Slack N, Brandon-Jones A. Operations management. Ninth edition. Harlow, England: : Pearson 2019. https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937
4
Slack N, Brandon-Jones A. Operations management. Ninth edition. Harlow, England: : Pearson 2019. https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937
5
Slack N, Brandon-Jones A. Operations management. Ninth edition. Harlow, England: : 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.https://ezproxy.lib.gla.ac.uk/login?url=https://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=4528396&site=ehost-live
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Madu CN, Madu AA. Dimensions of e‐quality. International Journal of Quality & Reliability Management 2002;19:246–58. doi:10.1108/02656710210415668
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Slack N, Brandon-Jones A. Operations management. Ninth edition. Harlow, England: : Pearson 2019. https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937
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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
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Pijnenburg B, Duin MJ. The Zeebrugge ferry disaster. Contemporary Crises 1990;14:321–49. doi:10.1007/BF00728504
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Allinson RE. The Herald of Free Enterprise Disaster. In: Saving Human Lives. Dordrecht: : Springer Netherlands 2005. 198–222. doi:10.1007/1-4020-2980-2_9
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Slack N, Brandon-Jones A. Operations management. Ninth edition. Harlow, England: : Pearson 2019. https://ebookcentral.proquest.com/lib/gla/detail.action?docID=5751937
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Greasley A. Operations management. Los Angeles, Calif: : SAGE 2008. https://ezproxy.lib.gla.ac.uk/login?url=https://sk.sagepub.com/books/operations-management
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Hill A, Hill T. Operations management. 3rd ed. Basingstoke: : Palgrave Macmillan 2012.
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Johnston R, Clark G, Shulver M. Service operations management: improving service delivery. 4th ed. Harlow: : Pearson Education 2012.
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Krajewski LJ, Ritzman LP, Malhotra MK. Operations management: processes and supply chains. 10th ed. Harlow, Essex: : Pearson Education 2013.
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Slack N, Lewis M. Operations strategy. 3rd ed. Harlow, Essex: : Pearson/Prentice Hall 2011. https://www.vlebooks.com/vleweb/product/openreader?id=GlasgowUni&isbn=9780273740452
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Christensen CM. The innovator’s dilemma: when new technologies cause great firms to fail. Boston, Massachusetts: : Harvard Business Review Press 2013.
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Christopher M. Logistics & supply chain management: creating value-adding networks. 4th ed. Harlow, Essex: : Financial Times Prentice Hall 2011. https://www.vlebooks.com/vleweb/product/openreader?id=GlasgowUni&isbn=9780273731139
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Cousins P, Chartered Institute of Purchasing & Supply. Strategic supply management: principles, theories and practice. Harlow, Essex: : Financial Times Prentice Hall 2008.
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Dale BG, Bamford DR, Wiele A van der, editors. Managing quality: an essential guide and resource gateway. Sixth edition. Chichester, West Sussex, United Kingdom: : John Wiley & Sons Ltd 2016.
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Goldratt EM, Cox J. The goal: a process of ongoing improvement. 3rd rev. ed., 20th anniversary ed. Great Barrington, MA: : North River Press 2004.
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Harrison A, Hoek RI van, Skipworth H. Logistics management and strategy: competing through the supply chain. Fifth edition. Harlow, United Kingdom: : Pearson Education Limited 2014.
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Neely A. Business Performance Measurement: Unifying Theory and Integrating Practice. 2nd ed. Cambridge: : Cambridge University Press 2007. https://ebookcentral.proquest.com/lib/gla/detail.action?docID=328900
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Hines P. Value stream management: strategy and excellence in the supply chain. Harlow: : Financial Times/Prentice Hall 2000.
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New S. Understanding supply chains: concepts, critiques, and futures. Oxford, UK: : Oxford University Press 2003.
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Womack JP, Jones DT. Lean thinking: banish waste and create wealth in your corporation. Rev. and updated. London: : Free Press Business 2003.
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Womack JP, Jones DT, Roos D, et al. The machine that changed the world. New York, N.Y.: : Rawson Associates 1990.
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Want to Perfect Your Company’s Service? Use Behavioral Science.
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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.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
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Ford, Robert C. Delivering Excellent Services: Lessons From the Best Firms. California Management Review 2001;44.https://ezproxy.lib.gla.ac.uk/login?url=https://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=5746562&site=ehost-live
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Parasuraman A, Zeithaml VA, Berry LL. A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing 1985;49. doi:10.2307/1251430
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Swank CK. The Lean Service Machine. https://conroyquick.files.wordpress.com/2011/02/the-lean-service-machine.pdf
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Tax SS, Colgate M, Bowen DE. How to Prevent Your Customers From Failing. MIT Sloan management review 2006;47.
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‘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
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Barratt M. Understanding the meaning of collaboration in the supply chain. Supply Chain Management: An International Journal 2004;9:30–42. doi:10.1108/13598540410517566
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Blackburn JD. Reverse Supply Chains for Commercial Returns. California Management Review 2004;46.https://ezproxy.lib.gla.ac.uk/login?url=https://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=12391589&site=ehost-live
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Bowersox D. Ten mega-trends that will revolutionize supply chain logistics. Journal of Business Logistics;21:1–15.https://ezproxy.lib.gla.ac.uk/login?url=https://search.ebscohost.com/login.aspx?direct=true&db=buh&AN=4315148&site=ehost-live
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Christopher M, Towill D. An integrated model for the design of agile supply chains. International Journal of Physical Distribution & Logistics Management 2001;31:235–46. doi:10.1108/09600030110394914
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Harland CM, Lamming RC, Zheng J, et al. A taxonomy of supply networks. The Journal of Supply Chain Management 2001;37:21–7. doi:10.1111/j.1745-493X.2001.tb00109.x
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Huan SH, Sheoran SK, Wang G. A review and analysis of supply chain operations reference (SCOR) model. Supply Chain Management: An International Journal 2004;9:23–9. doi:10.1108/13598540410517557
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Kraljic P. Purchasing must become supply management.
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James B. Rice, Jr.,Yossi Sheffi. A supply chain view of the resilient enterprise. MIT Sloan Management Review 2005;47.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
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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
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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
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Filippini R, Forza C, Vinelli A. Improvement initiative paths in operations. Integrated Manufacturing Systems 1996;7:67–76. doi:10.1108/09576069610111927
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Hammer M. The 7 deadly sins of performance measurement (and how to avoid them).
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Medori D, Steeple D. A framework for auditing and enhancing performance measurement systems. International Journal of Operations & Production Management 2000;20:520–33. doi:10.1108/01443570010318896
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Parasuraman A, Zeithaml VA, Berry LL. A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing 1985;49. doi:10.2307/1251430
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Rosenberg J. Five Myths About Customer Satisfaction. Quality control;29:57–60.http://asq.org/qic/display-item/?item=13141
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TOMI. https://sites.google.com/site/tomiportal/
