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 : 22. 31 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.

Service Operations Management

Author : Robert Johnston
ISBN : 9780273740490
Genre : Business & Economics
File Size : 26. 10 MB
Format : PDF
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This international market-leading book, aimed at both students and practising managers, provides a comprehensive and balanced introduction to service operations management. Building on the basic principles of operations management, the authors examine the operations decisions that managers face in controlling their resources and delivering services to their customers.

Achieving Customer Experience Excellence Through A Quality Management System

Author : Alka Jarvis
ISBN : 9780873899352
Genre : Business & Economics
File Size : 30. 11 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.

Strategic Operations Management

Author : Steve Brown
ISBN : 9781351344210
Genre : Business & Economics
File Size : 47. 59 MB
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Strategic Operations Management, 4th Edition, shows how vital it is to have world-class operations management in any organisation. In the past, where organisations tended to be more hierarchical than today, the words, "strategy" and "operations" were almost mutually exclusive. In today's highly competitive environment, though, strategic operations capabilities must be in place for organisations to provide goods and services that meet and exceed customer requirements. Key issues such as cost, speed, quality, flexibility and constant innovation are all part of strategic operations. However, achieving such capabilities does not come by chance - instead a range of factors need to?be put in place. This new edition pays equal attention to manufacturing and service sectors. It includes numerous references to, and discusses, major changes taking place in the business world, including 3-D printing; virtual organisations; Cloud – Big Data and the Internet of Things; Servitization, global markets, ongoing innovation and managing within complex supply networks. Cases are included from a range of settings across the globe. Students taking MBA, MSc and MBM classes on operations management, advanced operations management, and strategic operations management will find this textbook fulfills all their requirements whilst advanced undergraduate classes in these areas will also find the book an essential read.

Managing Complex Governance Systems

Author : Geert Teisman
ISBN : 9781135235284
Genre : Business & Economics
File Size : 47. 78 MB
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Advances in public management sciences have long indicated the empirical finding that the normal state of public management systems is complex and that its dynamics are non-linear. Complex systems are subject to system pressures, system shocks, chance events, path-dependency and self-organisation. Arguing that complexity is an ever-present characteristic of our developed societies and governance systems that should be accepted, understood and adopted into management strategies, the original essays collected in this book aim to increase our understanding of complex governance processes and to propose new strategies for how public managers can deal with complexity in order to achieve high-quality research. The authors collected here use theoretical frameworks grounded in empirical research to analyze and explain how non-linear dynamics, self-organisation of many agents and the co-evolution of processes combine to generate the evolution of governance processes, especially for public urban and metropolitan investments. Managing Complex Governance Systems: Dynamics, Self-Organization and Coevolution in Public Investments offers readers an increased understanding of the main objective of public management in complexity--namely complex process system--and a strategy for accepting and dealing with complexity based on the idea of dual thinking and dual action strategies satisfying the desires of controlling processes and the need to adjust to changes simultaneously.

Visualizing Project Management

Author : Kevin Forsberg
ISBN : 9780471746744
Genre : Business & Economics
File Size : 64. 20 MB
Format : PDF
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THE PROJECT MANAGEMENT CLASSIC-REVISED AND EXPANDED Now Includes Downloadable Forms and Worksheets Projects are becoming the heart of business. This comprehensive revision of the bestselling guide to project management explains the processes, practices, and management techniques you need to implement a successful project culture within your team and enterprise. Visualizing Project Management simplifies the challenge of managing complex projects with powerful, visual models that have been adopted by more than 100 leading government and private organizations. In this new Third Edition, the authors-leading thinkers and practitioners in the field-keep you on the cutting edge with a sophisticated approach that integrates project management, systems engineering, and process improvement. This advanced content can help take your career and your organization well beyond the fundamentals. New, downloadable forms, templates, and worksheets make it easy to implement powerful project techniques and tools. Includes references to the Project Management Institute Body of Knowledge and the INCOSE Handbook to help you pass: The Project Management Professional Certification Exam The INCOSE Systems Engineer Certification Exam (CSEP) "I recommend this book to all those who aspire to project management [and] those who must supervise it." —Norman R. Augustine, former chairman and CEO Lockheed Martin Corporation "The importance of this excellent book, able to encompass these two key disciplines [systems engineering and project management], cannot be overemphasized." —Heinz Stoewer, President, INCOSE

Designing Organizations

Author : Jay R. Galbraith
ISBN : 9781118463826
Genre : Business & Economics
File Size : 28. 92 MB
Format : PDF, ePub, Docs
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This Third Edition of the groundbreaking book Designing Organizations offers a guide to the process of creating and managing an organization (no matter how complex) that will be positioned to respond effectively and rapidly to customer demands and have the ability to achieve unique competitive advantage. This latest edition includes fresh illustrative examples and references, while the foundation of the book remains the author’s popular and widely used Star Model. Includes a comprehensive explanation of the basics of organization design Outlines a strategic approach to design that is based on the Star Model, a holistic framework for combining strategy, structure, processes, rewards, and people Describes the different types of single-business, functional organizations and focuses on the functional structure and the cross-functional lateral processes that characterize most single-business organizations. Features a special section on the effects of big data on organization design, and whether or not it will result in a new dimension of organizational structure Highlighting the social technologies used to coordinate work flows, products, and services across the company, this new edition of Designing Organizations brings theory to life with a wealth of examples from such well-known companies as Disney, Nike, IBM, and Rovio (Angry Birds) to show how various kinds of organization designs operate differently.

Essentials Of Supply Chain Management

Author : Michael H. Hugos
ISBN : 9781119464464
Genre : Business & Economics
File Size : 74. 23 MB
Format : PDF, ePub, Mobi
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The bestselling guide to the field, updated with the latest innovations Essentials of Supply Chain Management is the definitive guide to the field, providing both broad coverage and necessary detail from a practical, real-world perspective. From clear explanation of fundamental concepts to insightful discussion of supply chain innovation, this book offers students and professionals a comprehensive introduction with immediately-applicable understanding. The fourth edition has been updated to reflect the current state of the field, with coverage of the latest technologies and new case studies that illustrate critical concepts in action. Organized for easy navigation and ease-of-use, this invaluable guide also serves as a quick reference for managers in the field seeking tips and techniques for maximizing efficiency and turning the supply chain into a source of competitive advantage. The supply chain underpins the entire structure of manufacturing and retailing. Well-run, it can help a company become a global behemoth—or, if poorly-managed, it can sink a company before the product ever sees the light of day. The supply chain involves many moving parts, constantly-changing variables, and a network of other business that may have different priorities and interests—keeping it all running smoothly is a complex, but immensely powerful skill. This book takes you inside the supply chain to show you what you need to know. Understand the fundamental concepts behind supply chain management Learn how supply chains work, and how to measure their performance Explore the ways in which innovation is improving supply chains around the world Examine the supply chain as a source of competitive advantage Whether you’re at the front or the back of your supply chain, your business is affected by every other company and event in the chain. Deep understanding and a host of practical skills are required to accurately predict, react to, and manage the ever-changing stream of events that could potentially disrupt the flow. Essentials of Supply Chain Management prepares you to take on the challenge and succeed.

Streamlined

Author : Mandyam M. Srinivasan
ISBN : IND:30000087062729
Genre : Business & Economics
File Size : 76. 11 MB
Format : PDF, ePub, Mobi
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If you read one book about managing your supply chain, read this book. There has been a tremendous amount of energy focused on improving efficiencies within a business organization. The results have been, at best, mixed. Streamlined: Building and Managing the Lean Supply Chain changes everything. This insightful and comprehensive book covers the activities of all businesses involved in the flow of products, services, finances, and information from the initial suppliers to the ultimate users. Presented using 14 simple, yet powerful, principles for building and managing the lean supply chain, Streamlined develops the thought process that managers need to lead their enterprises into the twenty-first century. It presents specific steps and instructions to help the manager deal with the complexities of running the business from a logistics and operations perspective. The book stresses systems thinking. It uniquely integrates two management philosophies: the theory of constraints and lean thinking, illustrating how they complement and reinforce each other to create the smooth flow of goods and services through the supply chain. Srinivasan provides candid discussions of managers' tasks and responsibilities and how they may be best accomplished by applying these conceptual tools. The concepts in this book can be applied to any organization, regardless of the industry one works in. • Veteran managers will gain a new perspective as they view the supply chain from a holistic approach. • The 14 principles in the book are presented with common-sense explanations. • Less experienced managers will benefit from the case studies that provide living examples of how each of the 14 principles has been applied successfully in practice. • The summaries and conclusions throughout the book effectively reinforce the content in each chapter.

Mapping Work Processes

Author :
ISBN : 9780873896870
Genre : Business & Economics
File Size : 84. 82 MB
Format : PDF, Docs
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