complex service delivery processes third edition strategy to operations

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Complex Service Delivery Processes Third Edition

Author : Jean Harvey
ISBN : 9780873899161
Genre : Business & Economics
File Size : 58. 86 MB
Format : PDF
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This book focuses on complex services, that is, services embodying the knowledge and capabilities of professionals, sought because of the client’s lack of knowledge or skills in specialized fields. This book is also concerned with the many organizations, such as hospitals and banks, that provide services requiring a mixture of professional and other services to produce the results that customers or clients need. Professionals, semi-professionals, and technical workers laboring in all spheres of human endeavor, from law to medicine, accounting to engineering, social work to architecture, who are involved or are interested in taking part in managing their businesses, small or large, will find this book an invaluable tool in achieving success. This third edition comes with an augmented value proposition: as you read and try to understand and experiment with the material, you are invited at various points to view video clips, lasting between 15 and 25 minutes, that will clarify, complement, illustrate, or go further than what you are reading.

Achieving Customer Experience Excellence Through A Quality Management System

Author : Alka Jarvis
ISBN : 9780873899352
Genre : Business & Economics
File Size : 35. 75 MB
Format : PDF, Kindle
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We are in what many call “The Age of the Customer.” Customers are empowered more than ever before and demand a high level of customer attention and service. Their increasing expectations and demands worldwide have forced organizations to transform themselves and prepare for the customer experience (CX) battlefield. This landmark book addresses: What customer experience really means Why it matters Whether it has any substantial business impact What your organization can do to deliver and sustain your CX efforts, and How we got to this particular point in CX history This book is the result of exhaustive research conducted to incorporate various components that affect customer experience. Based on the research results, the authors make a case for seeing CX and associated transformations as the next natural evolution of the quality management system (QMS) already in place in most companies. Using an existing QMS as the foundation for CX not only creates a more sustainable platform, but it allows for a faster and more cost effective way to enable an organization to attain world-class CX.

Crafting Service Processes

Author : Jean L. Harvey
ISBN : 9780873899840
Genre : Business & Economics
File Size : 32. 65 MB
Format : PDF, Kindle
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As the title makes clear, this book is about the design and delivery of service experiences. This includes the design of installations, facilities, technologies and scripts used in the staging of such experiences. It introduces the reader to many fundamental notions in service operations, from positioning to execution, with much attention paid to human experiences such as those of customers and service workers; be they performing simple repetitive tasks or complex mental tasks. The subject is treated in an user-friendly manner with a storytelling context, focusing initially on every day services (coffee shops, fast food, supermarkets) and then moving on to complex services (lawyers, physicians, engineers, accountants). Contrary to popular hype, not all service experiences are meant to be memorable. If all you need is a cup of coffee and this is done quickly, effortlessly, and painlessly, that’s good. If there’s a little plus along the way, that’s better: you’ll make a mental note that this is a good place to stop next time you are in the area. In an age of exponential technological change, service delivery processes are changing quickly and service industries are being creatively destroyed. You want to be the disruptor, willing to disrupt a large part of your actual income streams. The ability to maintain differentiation rests largely on an in-depth understanding of the service experience and operational excellence. The future belongs to the fastest learner. Intuition is only part of the story.

Encyclopedia Of Information Science And Technology Third Edition

Author : Khosrow-Pour, Mehdi
ISBN : 9781466658899
Genre : Computers
File Size : 88. 58 MB
Format : PDF, ePub, Docs
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"This 10-volume compilation of authoritative, research-based articles contributed by thousands of researchers and experts from all over the world emphasized modern issues and the presentation of potential opportunities, prospective solutions, and future directions in the field of information science and technology"--Provided by publisher.

Airport Operations Third Edition

Author : Norman Ashford
ISBN : 9780071775854
Genre : Transportation
File Size : 42. 23 MB
Format : PDF, Mobi
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THE MOST COMPLETE, UP-TO-DATE GUIDE TO THE MANAGEMENT AND OPERATION OF AIRPORTS Fully revised for the latest FAA, ICAO, and IATA standards and regulations, Airport Operations, Third Edition, provides proven strategies and best practices for efficiently managing airport functions. This in-depth resource offers a broad perspective on the privatization of air transport worldwide. To reflect the evolution of regulatory guidance, two new chapters have been added to address safety management systems and airport operations control centers. New information on the latest trends, including security, environmental impact control, and emerging technologies, is also included. Authoritative yet accessible, this practical reference is ideal for aviation educators, students, airport personnel, airport planners and designers, and aviation managers at all levels. Coverage includes: * The airport as an operational system * Airport peaks and airline scheduling * Airport noise control * Aircraft operating characteristics * Operational readiness * Ground handling * Baggage handling * Passenger terminal operations * Airport security * Cargo operations * Airport technical services * Airport aircraft emergencies * Airport access * Operational administration * Airport safety management systems * Airport operations control centers * The airport operations manual * Sustainable development and environmental capacity of airports

Integral Logistics Management

Author : Paul Schönsleben
ISBN : 1420058649
Genre : Business & Economics
File Size : 20. 60 MB
Format : PDF, ePub, Mobi
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Tackling the logistical, planning, and managerial challenges that companies face, the third edition of this bestselling reference addresses the increased importance of strategy issues in various fields. While retaining many elements of the previous editions, Integral Logistics Management: Operations and Supply Chain Management in Comprehensive Value-Added Networks, Third Edition incorporates several novel developments. New to the Third Edition A section on facility location planning for production, distribution, and service networks A section on strategic procurement Chapters on TQM, Six Sigma, and system and project management Key figures for the classification of planning methods in materials management Additional interactive Macromedia Flash elements for download from a companion website Covering all of the critical details in this area, Integral Logistics Management will equip you with the necessary tools to better handle the operation aspects of your company.

Essentials Of Logistics And Management Third Edition

Author : Corynne Jaffeux
ISBN : 9781466573086
Genre : Business & Economics
File Size : 74. 23 MB
Format : PDF
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The logistician plays a critical role in the growth of his or her company – in this third edition of Essentials of Logistics, the conceptual framework in which all the stakes and themes of logistics is systematically analyzed, with a strong focus on the role of the supply chain. Indeed, many elements are critical to the successful logistical strategy: customer relation management, interactive information support, production optimization and process development, vision, strategy and operations management, and human resources and resource allocation. Growing out of a successful course given by the International Institute for the Management of Logistics (IML) of the Swiss Federal Institute of Technology (EPFL), in Lausanne, and by the Ecole des Ponts-ParisTech (ENPC), the purpose of this book is to present a methodology allowing the reader to understand and act based on the critical factors embedded in the design of strategy. Concepts are thus combined with practical examples. Transversal vision and detailed case studies highlight the main themes of modern logistics and daily preoccupations of logisticians. The book is addressed to all professionals of logistics: managers, planners and engineers; as well as to graduate students specializing in the field.

Crm At The Speed Of Light Third Edition Essential Customer Strategies For The 21st Century

Author : Paul Greenberg
ISBN : 9780072264401
Genre : Computers
File Size : 21. 80 MB
Format : PDF, ePub, Docs
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Updated to reflect the major changes in Customer Relationship Management (CRM) in the last few years, this third edition of CRM at the Speed of Light: Capturing and Keeping Customers in Real Time is a must-read for executives looking to leverage the latest technologies on the market to reach and retain customers. Learn CRM concepts, discover what tools are available and which ones are suitable for your business, and get practical, expert advice on avoiding common pitfalls.


Author : John D. Campbell
ISBN : 9781482252385
Genre : Business & Economics
File Size : 36. 28 MB
Format : PDF, ePub, Mobi
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Uptime describes the combination of activities that deliver fewer breakdowns, improved productive capacity, lower costs, and better environmental performance. The bestselling second edition of Uptime has been used as a textbook on maintenance management in several postsecondary institutions and by many companies as the model framework for their maintenance management programs. Following in the tradition of its bestselling predecessors, Uptime: Strategies for Excellence in Maintenance Management, Third Edition explains how to deal with increasingly complex technologies, such as mobile and cloud computing, to support maintenance departments and set the stage for compliance with international standards for asset management. This updated edition reflects a far broader and deeper wealth of experience and knowledge. In addition, it restructures its previous model of excellence slightly to align what must be done more closely with how to do it. The book provides a strategy for developing and executing improvement plans that work well with the new values prevalent in today's workforce. It also explains how you can use seemingly competing improvement tools to complement and enhance each other. This edition also highlights action you can take to compensate for the gradual loss of skills in the current workforce as "baby boomers" retire.

Government By Agency

Author : Walter Williams
ISBN : UOM:39015003833822
Genre : Political Science
File Size : 52. 49 MB
Format : PDF, Mobi
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