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 : 79. 94 MB
Format : PDF, ePub
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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 : 83. 20 MB
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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.

Encyclopedia Of Information Science And Technology Third Edition

Author : Khosrow-Pour, Mehdi
ISBN : 9781466658899
Genre : Computers
File Size : 30. 10 MB
Format : PDF, ePub
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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.

Information Technology Control And Audit Third Edition

Author : Sandra Senft
ISBN : 9781439838600
Genre : Computers
File Size : 84. 86 MB
Format : PDF, ePub
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The headline-grabbing financial scandals of recent years have led to a great urgency regarding organizational governance and security. Information technology is the engine that runs modern organizations, and as such, it must be well-managed and controlled. Organizations and individuals are dependent on network environment technologies, increasing the importance of security and privacy. The field has answered this sense of urgency with advances that have improved the ability to both control the technology and audit the information that is the lifeblood of modern business. Reflects the Latest Technological Advances Updated and revised, this third edition of Information Technology Control and Audit continues to present a comprehensive overview for IT professionals and auditors. Aligned to the CobiT control objectives, it provides a fundamental understanding of IT governance, controls, auditing applications, systems development, and operations. Demonstrating why controls and audits are critical, and defining advances in technology designed to support them, this volume meets the increasing need for audit and control professionals to understand information technology and the controls required to manage this key resource. A Powerful Primer for the CISA and CGEIT Exams Supporting and analyzing the CobiT model, this text prepares IT professionals for the CISA and CGEIT exams. With summary sections, exercises, review questions, and references for further readings, it promotes the mastery of the concepts and practical implementation of controls needed to effectively manage information technology resources. New in the Third Edition: Reorganized and expanded to align to the CobiT objectives Supports study for both the CISA and CGEIT exams Includes chapters on IT financial and sourcing management Adds a section on Delivery and Support control objectives Includes additional content on audit and control of outsourcing, change management, risk management, and compliance

Die Wissenschaften Vom K Nstlichen

Author : Herbert A. Simon
ISBN : 3709193834
Genre : Computers
File Size : 54. 82 MB
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Die Wissenschaften vom Künstlichen von Herbert A. Simon gilt seit dem Erscheinen der ersten Ausgabe im Jahr 1969 als "Klassiker" der Literatur zum Thema Künstliche Intelligenz. Simon hat zusammen mit den Computerwissenschaftlern Allen Newell, Marvin Minsky und John McCarthy Mitte der fünfziger Jahre das so bezeichnete - von Alan Turing antizipierte - Forschungsgebiet der Computerwissenschaft und der Psychologie ins Leben gerufen. Seine herausragende, allgemeinverständliche Darstellung von Grundüberlegungen und philosophischen Aspekten der Künstlichen Intelligenz ist heute aktueller denn je, nicht nur wegen der ständig zunehmenden Bedeutung der Forschung und Entwicklung auf diesem Gebiet, sondern auch aufgrund des verbreiteten Mangels an Grundkenntnissen für eine kritische Auseinandersetzung mit der Künstlichen Intelligenz.

Uptime

Author : John D. Campbell
ISBN : 9781482252385
Genre : Business & Economics
File Size : 22. 59 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.

Integral Logistics Management

Author : Paul Schönsleben
ISBN : 1420058649
Genre : Business & Economics
File Size : 69. 26 MB
Format : PDF, Docs
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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.

Supply Chain Management

Author : Sunil Chopra
ISBN : 3863267273
Genre : Business logistics
File Size : 28. 70 MB
Format : PDF
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Essentials Of Supply Chain Management

Author : Michael H. Hugos
ISBN : 9781118100622
Genre : Business & Economics
File Size : 31. 25 MB
Format : PDF, Kindle
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The latest thinking, strategies, developments, and technologies to stay current in supply chain management Presenting the core concepts and techniques of supply chain management in a clear, concise and easily readable style, the Third Edition of Essentials of Supply Chain Management outlines the most crucial tenets and concepts of supply chain management. Shows how to utilize technology to boost efficiency and responsiveness Introduces new material on the latest technology and practices available for supply chain management Offers new cases and executive interviews throughout the book Written by author of Business in the Cloud: What Every Business Needs to Know about Cloud Computing Creating an effective supply chain is key to staying ahead in today's complex market. The Third Edition provides the tools, guidance, and examples to help maximize business performance and create competitive advantage.

Das Unerwartete Managen

Author : Karl E. Weick
ISBN : 3791029681
Genre : Crisis management
File Size : 23. 22 MB
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Wie können Unternehmen mit unerwarteten Situationen umgehen? Um diese Frage zu beantworten, untersuchen die Autoren sogenannte High Reliability Organizations (HROs) - Organisationen, die absolut zuverlässig arbeiten müssen, wie z. B. Fluglotsen oder Feuerwehrmannschaften. An ihren spezifischen Handlungsabläufen kann sich jede Organisation orientieren, um unerwartete Ereignisse und Entwicklungen besser zu verstehen und zu bewältigen. Wie die Methoden der HROs sich in der Unternehmenspraxis umsetzen lassen, zeigt der lösungsorientierte Managementansatz.

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