pt. 1. Introduction: Introducing service operations management -- Understanding the challenges for operations managers -- pt. 2. Frame -- pt. 3. Connect: Understanding customers and relationships -- Managing customer expectations and perceptions -- Managing supply networks and supplier relationships -- pt. 4. Deliver: Designing the customer experience -- Designing the service process -- Measuring, controlling and managing -- Managing people -- Managing service resources -- pt. 5. Improve: Driving continuous improvement -- Learning from problems -- Learning from other operations -- pt. 6. Implement: Creating and implementing the strategy -- Understanding and influencing culture -- Building a world-class service organisation.