Defusing Hostile Customers Workbook

Defusing Hostile Customers Workbook PDF Author: Robert Bacal
Publisher: Bacal & Associates
ISBN: 0968372236
Category : Civil service
Languages : en
Pages : 207

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Book Description

Defusing Hostile Customers Workbook

Defusing Hostile Customers Workbook PDF Author: Robert Bacal
Publisher: Bacal & Associates
ISBN: 0968372236
Category : Civil service
Languages : en
Pages : 207

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Book Description


Innovation in Public Sector Services

Innovation in Public Sector Services PDF Author: Paul Windrum
Publisher: Edward Elgar Publishing
ISBN: 1848441541
Category : Political Science
Languages : en
Pages : 265

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Book Description
This is a timely and important contribution on innovation processes within the public sector. Departing from the myth of private equal to entrepreneurial, public equal to bureaucratic paralysis , it offers precious insights into public sector learning, entrepreneurship, of course inertias, and also the trade-offs involved in different management philosophies and performance evaluation methods. It is a rare example of political economy done right . Giovanni Dosi, Sant Anna School of Advanced Studies, Pisa Innovation and entrepreneurship have become the cornerstones for economic growth, jobs and competitiveness in the global economy. However, the burden for generating an innovative economy has fallen on the private sector. Scholars have been remarkably taciturn concerning the role for innovation and entrepreneurship in the public sector has remained strikingly invisible. No more. In Innovation in Public Sector Services, the authors assemble a team of leading international scholars in a path breaking study to identify the potential for the public sector in contributing to innovation and entrepreneurship. In particular, the volume introduces an insightful new analytical framework that lays the foundations for transforming a sleepy public sector into a dynamic, innovative and highly effective partner for leadership and change in the global era. Scholars, policy makers and business leaders who think that the public sector is condemned to being a hindrance to innovation and entrepreneurship rather than a leader championing change and competitiveness in a global economy would be well advised to read this important new book. David B. Audretsch, Indiana University, Bloomington, US and WHU, Germany This groundbreaking book provides new key insights and opens up an important research agenda. The book develops a new taxonomy of the different types of innovation found in public sector services, and investigates the key features and drivers of public sector entrepreneurship. The book contains new statistical studies and a set of six international case studies in health and social services. The research shows that public sector organisations are important innovators in their own right. Economic growth and social development depend on efficient public sector organisations that deliver high quality services, are effectively organised, and have excellent interactions with the private sector, NGOs and citizens. Public sector innovation is complex, invariably involving changes in services, organisational structures, and managerial practices. Essential to successful innovation are the policy entrepreneurs and service entrepreneurs who develop, organise and manage new innovations. This book provides key lessons for these public sector entrepreneurs. Innovation in Public Sector Services fills a fundamental gap; explaining the dynamics of innovation and entrepreneurship in public sector services and is of great importance for researchers, academics and students interested in innovation, entrepreneurship and strategy management. It provides a stimulating read for anyone working or interested in health and social services.

Government Customer Service Standards

Government Customer Service Standards PDF Author: Daryl Covey
Publisher: Createspace Independent Publishing Platform
ISBN: 9781475139013
Category : Administrative agencies
Languages : en
Pages : 0

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Book Description
This authoritative guide shares the true best practices for delivering services in the public sector as identified by a select group of experienced government service managers representing all lines of business. They have applied their hundreds of years of collective experience as both service managers and citizen customers to provide you a practical and comprehensive model for effective service delivery across telephone, email, postal mail, facsimile, walk-in, and web channels. The result is an unprecedented strategic map for service evolution as well as an indispensable guide for resource prioritization when dealing with fiscal realities. Government Customer Service Standards is dedicated to all the people who answered the call and came together to create something we all believed in so strongly that we worked by consensus. Their collective vast understanding of contact services in the public sector has given this body of knowledge the intrinsic viability, credibility, and usability befitting an open standard for government services. I thank them on behalf of government service managers and citizens everywhere for making time beyond their regular duties to make a difference in government.

Marketing in the Public Sector

Marketing in the Public Sector PDF Author: Nancy R. Lee
Publisher: Pearson Education
ISBN: 0132716224
Category : Business & Economics
Languages : en
Pages : 466

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Book Description
Marketing in the Public Sector is a groundbreaking book written exclusively for governmental agencies. It offers dozens of marketing success stories from agencies of all types–from around the world–so that you can make a difference in your organization. World-renowned marketing expert Dr. Philip Kotler and social marketing consultant Nancy Lee show that marketing is far more than communications and has at its core a citizen-oriented mindset. You’ll become familiar with the marketing toolbox and come to understand how these tools can be used to engender citizen support for your agency, increase utilization of your products and services, influence positive public behaviors–even increase revenues and decrease operating costs. This book offers no-nonsense roadmaps on how to create a strong brand identity, gather citizen input, and evaluate your efforts. It presents a step-by-step model for developing a marketing plan, pulling the lessons of the entire book together into one, high-impact action plan. Simply put, this book empowers you to build the “high-tech, high-touch” agency of the future–and deliver more value for every penny you spend.

Engaging Public Sector Clients

Engaging Public Sector Clients PDF Author: John Alford
Publisher: Springer
ISBN: 0230235816
Category : Political Science
Languages : en
Pages : 275

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Book Description
Exploring three rich cases across three countries, this book shows how government organizations need their clients to contribute time and effort to co-producing public services, and how organizations can better elicit this work from them, by providing good client service and appealing to their intrinsic needs and social values.

Managing The Professional Service Firm

Managing The Professional Service Firm PDF Author: David H. Maister
Publisher: Simon and Schuster
ISBN: 1471109658
Category : Business & Economics
Languages : en
Pages : 479

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Book Description
Professional service firms differ from other business enterprises in two distinct ways: first they provide highly customised services thus cannot apply many of the management principles developed for product-based industries. Second, professional services are highly personalised, involving the skills of individuals. Such firms must therefore compete not only for clients but also for talented professionals. Drawing on more than ten years of research and consulting to these unique and creative companies, David Maister explores issues ranging from marketing and business development to multinational strategies, human resources policies to profit improvement, strategic planning to effective leadership. While these issues can be complex, Maister simplifies them by recognising that 'every professional service firm in the world, regardless of size, specific profession, or country of operation, has the same mission statement: outstanding service to clients, satisfying careers for its people and financial success for its owners.'

Managing Performance in the Public Sector

Managing Performance in the Public Sector PDF Author: Gerrit Van der Waldt
Publisher: Juta and Company Ltd
ISBN: 9780702165160
Category : Business & Economics
Languages : en
Pages : 416

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Book Description
Monitoring and ensuring effective, efficient, and economic use of resources in the public sector is addressed in this critical analysis. The importance of tracking performance for good governance is considered, as are the benefits of designing a departmental and human performance management system. Particular attention is paid to the difficult task of measuring worker performance in the public sector, where a wide array of unquantifiable variables must be examined. Various performance models, such as the Excellence Foundation and the Balance Scorecard, provide an invaluable resource of concepts, considerations, and challenges for improving public sector performance.

Lean for the Public Sector

Lean for the Public Sector PDF Author: Bert Teeuwen
Publisher: CRC Press
ISBN: 1439840245
Category : Business & Economics
Languages : en
Pages : 223

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Book Description
Packed with international case examples and clearly delineating principles as they apply to public sector organizations, Lean for the Public Sector: The Pursuit of Perfection in Government Services demonstrates that Lean in the public sector is neither rocket science nor a typical profit-driven improvement program. The book begins with coverage of

Reforming the Public Sector

Reforming the Public Sector PDF Author: Giovanni Tria
Publisher: Brookings Institution Press
ISBN: 0815722885
Category : Political Science
Languages : en
Pages : 321

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Book Description
Many countries are still struggling to adapt to the broad and unexpected effects of modernization initiatives. As changes take shape, governments are challenged to explore new reforms. The public sector is now characterized by profound transformation across the globe, with ramifications that are yet to be interpreted. To convert this transformation into an ongoing state of improvement, policymakers and civil service leaders must learn to implement and evaluate change. This book is an important contribution to that end. Reforming the Public Sector presents comparative perspectives of government reform and innovation, discussing three decades of reform in public sector strategic management across nations. The contributors examine specific reform-related issues including the uses and abuses of public sector transparency, the "Audit Explosion," and the relationship between public service motivation and job satisfaction in Europe. This volume will greatly aid practitioners and policymakers to better understand the principles underpinning ongoing reforms in the public sector. Giovanni Tria, Giovanni Valotti, and their cohorts offer a scientific understanding of the main issues at stake in this arduous process. They place the approach to public administration reform in a broad international context and identify a road map for public management. Contributors include: Michael Barzelay, Nicola Bellé, Andrea Bonomi Savignon, Geert Bouckaert, Luca Brusati, Paola Cantarelli, Denita Cepiku, Francesco Cerase, Luigi Corvo, Maria Cucciniello, Isabell Egger-Peitler, Paolo Fedele, Gerhard Hammerschmid, Mario Ianniello, Elaine Ciulla Kamarck, Irvine Lapsley, Peter Leisink, Mariannunziata Liguori, Renate Meyer, Greta Nasi, James L. Perry, Christopher Pollitt, Adrian Ritz, Raffaella Saporito, MariaFrancesca Sicilia, Ileana Steccolini, Bram Steijn, Wouter Vandenabeele, and Montgomery Van Wart.

Gower Handbook of Customer Service

Gower Handbook of Customer Service PDF Author: Peter Murley
Publisher: Gower Publishing, Ltd.
ISBN: 9780566076886
Category : Business & Economics
Languages : en
Pages : 660

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Book Description
This new Gower Handbook covers an area of management that is now regarded as fundamental to the success of any organization, whether it is in the private or the public sector. A team of experienced professionals and practising managers have pooled their expertise to provide nearly 50 chapters of current best practice in all aspects of customer service management, making this a valuable addition to the renowned Gower Handbook series.