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Revenue Management for Service Organizations

 Revenue management for service organization


About the Book

Revenue management is concerned with maximizing revenue flows while controlling costs and offers a new framework for locating conventional management accounting concepts and methods, in combination with notions of yield management, pricing and process management. The revenue objective provides a unifying goal for the aforementioned concepts and methods that are especially suitable for service organizations where revenue considerations are inextricably linked to the activities performed.

This book places revenue management at the forefront of management accounting with cost management and performance measurement in supporting roles. Revenue management introduces new ideas such as yield management, while uniting previously disparate subjects such as project management, capacity costing, and the theory of constraints. Methods of pricing and their associated strategies are included as well as techniques for segmenting consumer markets.

Our focus is predominantly on service organizations such as airlines, hotels, restaurants, cinemas, as well as professional service firms such as auditors, lawyers and architects. Most service organizations are different from traditional manufacturing in that services cannot usually be stored as inventory and are critically dependent on the quality of service delivery. In fact any organization that has service as a key part of its value strategy will benefit from a systematic understanding of revenue management.

Our book will introduce the reader to some of the more important methods such as yield management using simple examples as well as providing practical guidelines to pricing and process management. Conventional management accounting concepts and techniques are included, but our emphasis is on their use in revenue management encompassing a focus on revenue drivers as well as cost drivers. We also use some old techniques in new applications e.g. the use of critical path analysis to model restaurant processes and key bottlenecks.

 

Table of Contents

Revenue Management An Overview

1

   
Relating Your Business to Its Environment Building Strategy From Internal and External Analysis

17

   
Pricing Strategies and Yield Management

49

   
Process Management

79

   
Cost and Capacity Management

97

   
Performance Measurement

123

   
Summary

145

   
Notes

153

   
References

157

   
Index

161

   
Copyright  

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About Paul Rouse , William Maguire & Julie Harrison

Dr. Paul Rouse is an associate professor at the University of Auckland and has taught and researched revenue management for many years. He spe-cializes in performance measurement and linear optimization methods.

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