Author: Louise Downe
Publisher: BIS Publishers
ISBN: 9789063695439
Category : Business & Economics
Languages : en
Pages : 0
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Book Description
Service design is a rapidly growing area of interest in design and business management. There are a lot of books on how to get started, but this is the first book that describes what a "good" service is and how to design one. This book lays out the essential principles for building services that work well for users. Demystifying what we mean by a "good" and "bad" service and describing the common elements within all services that mean they either work for users or don't. A practical book for practitioners and non-practitioners alike interested in better service delivery, this book is the definitive new guide to designing services that work for users.
Author: Lou Downe
Publisher:
ISBN: 9789063695989
Category : Consumer satisfaction
Languages : en
Pages : 222
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Book Description
A practical book for practitioners and non-practitioners alike interested in better service delivery, this book is the definitive new guide to designing services that work for users.
Author: Niall Richard Murphy
Publisher: "O'Reilly Media, Inc."
ISBN: 1491951176
Category :
Languages : en
Pages : 552
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Book Description
The overwhelming majority of a software system’s lifespan is spent in use, not in design or implementation. So, why does conventional wisdom insist that software engineers focus primarily on the design and development of large-scale computing systems? In this collection of essays and articles, key members of Google’s Site Reliability Team explain how and why their commitment to the entire lifecycle has enabled the company to successfully build, deploy, monitor, and maintain some of the largest software systems in the world. You’ll learn the principles and practices that enable Google engineers to make systems more scalable, reliable, and efficient—lessons directly applicable to your organization. This book is divided into four sections: Introduction—Learn what site reliability engineering is and why it differs from conventional IT industry practices Principles—Examine the patterns, behaviors, and areas of concern that influence the work of a site reliability engineer (SRE) Practices—Understand the theory and practice of an SRE’s day-to-day work: building and operating large distributed computing systems Management—Explore Google's best practices for training, communication, and meetings that your organization can use
Author: Judith Dwyer
Publisher: Routledge
ISBN: 1136552367
Category : Medical
Languages : en
Pages : 232
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Book Description
In the health and community service industries, projects are increasingly used for the development of new services, and to achieve change in existing services, work practices and delivery models. Until now, project workers in these fields have had to rely on books designed for architects, builders and IT administrators. This is the first textbook to take the principles of project management and place them into a context relevant for people working in health and community services. This book provides a critical guide to both the strategic and operational aspects of using projects and making them work. Covering topics such as the lifecycle of a project, planning, execution and evaluation, risk management, change and effective teams, Project Management for Health and Community Services uses extensive international case studies and examples from the field. Written by authors with years of practical experience, this is a valuable resource for anyone studying or working on health and community services. Project Management for Health and Community Services offers students and professionals practical problem solving strategies and provides a comprehensive guide to managing projects as well as tips on managing a team and the stakeholders.
Author: Andy Polaine
Publisher: Rosenfeld Media
ISBN: 1933820616
Category : Business & Economics
Languages : en
Pages : 216
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Book Description
Service Design is an eminently practical guide to designing services that work for people. It offers powerful insights, methods, and case studies to help you design, implement, and measure multichannel service experiences with greater impact for customers, businesses, and society.
Author: Graham Pryor
Publisher: Facet Publishing
ISBN: 1856049337
Category : Language Arts & Disciplines
Languages : en
Pages : 257
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Book Description
Step-by-step guidance to setting up and running effective institutional research data management services to support researchers and networks. The research landscape is changing, with key global research funders now requiring institutions to demonstrate how they will preserve and share research data. However, the practice of structured research data management is very new, and the construction of services remains experimental and in need of models and standards of approach. This groundbreaking guide will lead researchers, institutions and policy makers through the processes needed to set up and run effective institutional research data management services. This ‘how to’ guide provides a step-by-step explanation of the components for an institutional service. Case studies from the newly emerging service infrastructures in the UK, USA and Australia draw out the lessons learnt. Different approaches are highlighted and compared; for example, a researcher-focused strategy from Australia is contrasted with a national, top-down approach, and a national research data management service is discussed as an alternative to institutional services. Key topics covered: • Research data provision • Options and approaches to research data management service provision • A spectrum of roles, responsibilities and competences • A pathway to sustainable research data services: from scoping to sustainability • The range and components of RDM infrastructure and services Case studies: • Johns Hopkins University • University of Southampton • Monash University • The UK Data Service • Jisc Managing Research Data programmes. Readership: This book will be an invaluable guide to those entering a new and untried enterprise. It will be particularly relevant to heads of libraries, information technology managers, research support office staff and research directors planning for these types of services. It will also be of interest to researchers, funders and policy makers as a reference tool for understanding how shifts in policy will have a range of ramifications within institutions. Library and information science students will find it an informative window on an emerging area of practice.
Author: J. M. Juran
Publisher: Simon and Schuster
ISBN: 0029166837
Category : Business & Economics
Languages : en
Pages : 552
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Book Description
J.M. Juran, whom Business Week calls, "the man who taught Japan how to manage for quality", presents a new, exhaustively comprehensive approach to planning, setting, and reaching goals in Juran's Quality Road Map. New emphasis is placed on setting goals, planning in "multifunctional" processes, establishing data bases, motivating managers and introducing quality planning into organizations. 30 line drawings.
Author: Amy E. Lerman
Publisher: University of Chicago Press
ISBN: 022663020X
Category : Political Science
Languages : en
Pages : 329
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Book Description
American government is in the midst of a reputation crisis. An overwhelming majority of citizens—Republicans and Democrats alike—hold negative perceptions of the government and believe it is wasteful, inefficient, and doing a generally poor job managing public programs and providing public services. When social problems arise, Americans are therefore skeptical that the government has the ability to respond effectively. It’s a serious problem, argues Amy E. Lerman, and it will not be a simple one to fix. With Good Enough for Government Work, Lerman uses surveys, experiments, and public opinion data to argue persuasively that the reputation of government is itself an impediment to government’s ability to achieve the common good. In addition to improving its efficiency and effectiveness, government therefore has an equally critical task: countering the belief that the public sector is mired in incompetence. Lerman takes readers through the main challenges. Negative perceptions are highly resistant to change, she shows, because we tend to perceive the world in a way that confirms our negative stereotypes of government—even in the face of new information. Those who hold particularly negative perceptions also begin to “opt out” in favor of private alternatives, such as sending their children to private schools, living in gated communities, and refusing to participate in public health insurance programs. When sufficient numbers of people opt out of public services, the result can be a decline in the objective quality of public provision. In this way, citizens’ beliefs about government can quickly become a self-fulfilling prophecy, with consequences for all. Lerman concludes with practical solutions for how the government might improve its reputation and roll back current efforts to eliminate or privatize even some of the most critical public services.
Author: N. Bhaskara Rao
Publisher: Sage Publications Pvt. Limited
ISBN: 9789353289522
Category :
Languages : en
Pages : 318
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Book Description
Based on the findings of large-scale field surveys, Good Governance provides a primary review of trends in corruption, as encountered by citizens when availing of public services, and offers insightful suggestions on ways to implement good governance. Given the adverse effects of corruption on society, economy, citizenship and civic life, the author illuminates upon a comprehensive understanding of the linkages involved in corruption processes and operations, and provides a strategic approach to curb this menace together with a methodology for ensuring graft-free delivery of public services. Not delineating corruption from the fabric of daily life, the discussion centres around a broad framework on how to go about addressing corruption from different perspectives-how the government should tackle it, what initiatives citizens and civil society should take and how the news media could explore a proactive and contributing role. In fact, the book says that the media is capable of covering corruption with a direct objective of curbing it. Thus, the fight against corruption has to be strategic, focused and multipronged. Good Governance talks about the pertinent problem of creating sustained public pressure for change, the emphasis being on the proactive need for change.
Author: Philip E. Tetlock
Publisher: Crown
ISBN: 080413670X
Category : Business & Economics
Languages : en
Pages : 352
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Book Description
NEW YORK TIMES BESTSELLER • NAMED ONE OF THE BEST BOOKS OF THE YEAR BY THE ECONOMIST “The most important book on decision making since Daniel Kahneman's Thinking, Fast and Slow.”—Jason Zweig, The Wall Street Journal Everyone would benefit from seeing further into the future, whether buying stocks, crafting policy, launching a new product, or simply planning the week’s meals. Unfortunately, people tend to be terrible forecasters. As Wharton professor Philip Tetlock showed in a landmark 2005 study, even experts’ predictions are only slightly better than chance. However, an important and underreported conclusion of that study was that some experts do have real foresight, and Tetlock has spent the past decade trying to figure out why. What makes some people so good? And can this talent be taught? In Superforecasting, Tetlock and coauthor Dan Gardner offer a masterwork on prediction, drawing on decades of research and the results of a massive, government-funded forecasting tournament. The Good Judgment Project involves tens of thousands of ordinary people—including a Brooklyn filmmaker, a retired pipe installer, and a former ballroom dancer—who set out to forecast global events. Some of the volunteers have turned out to be astonishingly good. They’ve beaten other benchmarks, competitors, and prediction markets. They’ve even beaten the collective judgment of intelligence analysts with access to classified information. They are "superforecasters." In this groundbreaking and accessible book, Tetlock and Gardner show us how we can learn from this elite group. Weaving together stories of forecasting successes (the raid on Osama bin Laden’s compound) and failures (the Bay of Pigs) and interviews with a range of high-level decision makers, from David Petraeus to Robert Rubin, they show that good forecasting doesn’t require powerful computers or arcane methods. It involves gathering evidence from a variety of sources, thinking probabilistically, working in teams, keeping score, and being willing to admit error and change course. Superforecasting offers the first demonstrably effective way to improve our ability to predict the future—whether in business, finance, politics, international affairs, or daily life—and is destined to become a modern classic.
