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Author: Adam Grummitt
Publisher: Van Haren
ISBN: 9401801177
Category : Architecture
Languages : en
Pages : 171
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Book Description
Pink Elephant is the world leader in IT management best practices, offering solutions to public and private businesses worldwide, many of them listed in the Fortune 500. The Company specializes in improving the quality of IT services through the application of recognized frameworks, including the IT Infrastructure Library (ITIL®).
Author: Adam Grummitt
Publisher: Van Haren
ISBN: 9401801177
Category : Architecture
Languages : en
Pages : 171
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Book Description
Pink Elephant is the world leader in IT management best practices, offering solutions to public and private businesses worldwide, many of them listed in the Fortune 500. The Company specializes in improving the quality of IT services through the application of recognized frameworks, including the IT Infrastructure Library (ITIL®).
Author: Richard Normann
Publisher:
ISBN:
Category : Business & Economics
Languages : en
Pages : 216
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Book Description
Examines the special characteristics that make services and the management of service organizations successful. Provides a comprehensive framework for service oriented businesses that stresses a streamlined service management system, the key components of which are market segment, service concept, service delivery system, image, and culture. Growth strategies and the nature of innovation are analyzed and amply illustrated. The role and principles of good leadership in service organizations form a crucial area of discourse. Topics such as the use of image and culture as management instruments, effective and persuasive communications, and ``high social technology'' are also explored.
Author: James A. Fitzsimmons
Publisher: Irwin/McGraw-Hill
ISBN: 9780072823738
Category : Business & Economics
Languages : en
Pages : 576
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Book Description
Author: Judith S. Hurwitz
Publisher: John Wiley & Sons
ISBN: 0470529083
Category : Computers
Languages : en
Pages : 338
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Book Description
A plain-English guide to managing IT from the customer's perspective Practical guidance on delivering and managing IT so that it meets the multiple needs and demands of a company and its customers and end-users–both inside and outside the organization–is hard to come by; this accessible book takes a common-sense approach that explains exactly what IT services are and how to fit them most effectively into a business Topics include setting a framework, keeping costs down, improving efficiency, and maintaining standards and best practices This concept of how IT should be wired specifically into the goals and need of the company and its customers is part of a broader picture that includes ITIL, BPM, SOA, and Six Sigma
Author: Anthony Ingold
Publisher: Cengage Learning EMEA
ISBN: 9780826448255
Category : Business & Economics
Languages : en
Pages : 8
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Book Description
This ground-breaking textbook covers all aspects of the subject and draws on a wide range of applications in the service industries. Three sections comprise this book: the first presents underpinning knowledge associated with Yield Management; the second examines contemporary models of Yield Management across a number of service sectors; and the third reviews how Yield Management acts as a decision support system for front-line staff and managers, and also highlights the growing importance of new technologies. The book concludes with a range of case studies taken from airlines, hotels, restaurants, cruise lines and leisure industries.
Author: Arnie Bianco
Publisher: John Wiley & Sons
ISBN: 1118979532
Category : Education
Languages : en
Pages : 272
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Book Description
For classroom teachers at all levels, here is a unique collection of practical, proven-effective techniques and ready-to-use tools for managing classroom behavior and creating the positive environment that students and teachers need to promote learning. Each classroom-tested strategy is presented in a simple-to-use format for quick reference that shows: What the technique or idea is, Why you need it, and How to make it work. Plus, the techniques are complemented by support ideas, time-saving reproducible forms, lively illustrations, and interesting, reproducible quote about teaching. For easy to use, it s all printed in a big, 8-1/2" x 11" lay-flat format for easy photocopying and its organized into 10 sections: PHILOSOPHY provides a philosophical framework for the strategies presented in the book, such as "The Three C s of Teaching." KNOW YOU "CLIENTS" features activities and surveys, including "Icebreaker: Backpack Introductions" and the "student Survey," to help you learn about your students and their needs. HOME AND SCHOOL gives you support ideas and reproducible forms for improving the home school connection, such as "Newsletters" and "Parent Homework Letter." THE FIRST WEEK OF SCHOOL offers tops and ready-to-use tools for getting the school year off to a positive start, including "Classroom Rules Checklist" and "Classroom Welcome Sign." VOCABULARY presents effective techniques for modifying student behavior, such as "Grandma s Law," which motivates students with a payoff ("desert") for completing a task. TECHNIQUE, STRATEGIES, AND GOOD IDEAS is packed with easy-to-use ideas, including "Noise Level Control" and "One-Minute Correction," for solving discipline problems. TEACHING SKILLS provides practical procedures that enhance your teaching and decrease disruptive behavior, such as "Transition Time" to reduce the time spent between activities and a "Teacher Self-Assessment" to help you evaluate and improve your teaching techniques. GREAT "LITTLE GEMS" offers a variety of helpful discipline and teaching strategies. For example, "Token Economies" shows you how to use a pint system to reward good behavior. SURVIVAL SKILLS gives you invaluable ideas for conserving energy and relieving stress, such as "Crisis Management" and the "24-Hour Rule" for handling difficult situations. FORMS features time-saving, reproducible forms, including "Substitute Teacher Form," "Office Discipline Ticket," and "Student/Teacher/Parent Action Contract." In short, One-Minute Discipline is a practical guide providing effective, easy-to-implement approaches to the many classroom management and discipline challenges that teaches face every day.
Author: Bo Edvardsson
Publisher: Springer Nature
ISBN: 3030918289
Category : Business & Economics
Languages : en
Pages : 1031
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Book Description
This handbook provides an innovative, thorough overview of service management. It draws together an impressive, international group of leading scholars who offer a truly global perspective, exploring current literature and laying out guidance for future research. Beginning with defining service as a perspective on value creation, and service management as “a set of organizational competencies for enabling and realizing value creation through service,” it then moves on to follow the evolution of service research. From there, the book is structured into six main themes: perspectives on service management; service strategy; service leadership and transition; service design and innovation; service interaction; quality and operations; and service management and technology. This book is valuable reading for academics, lecturers, and students studying service management, operations management, and service research.
Author: Management Association, Information Resources
Publisher: IGI Global
ISBN: 1522539107
Category : Business & Economics
Languages : en
Pages : 1812
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Book Description
Organizations of all types are consistently working on new initiatives, product lines, and workflows as a way to remain competitive in the modern business environment. No matter the type of project at hand, employing the best methods for effective execution and timely completion of the task is essential to business success. Operations and Service Management: Concepts, Methodologies, Tools, and Applications is a comprehensive reference source for the latest research on business operations and production processes. It examines the need for a customer focus and highlights a range of pertinent topics such as financial performance measures, human resource development, and business analytics, this multi-volume book is ideally designed for managers, professionals, students, researchers, and academics interested in operations and service management.
Author: Goyal, Anita
Publisher: IGI Global
ISBN: 1466646721
Category : Business & Economics
Languages : en
Pages : 410
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Book Description
Modern corporations face a variety of challenges and opportunities in the field of sustainable development. Properly managing assets and maintaining effective relationships with customers are crucial considerations in successful businesses. Innovations in Services Marketing and Management: Strategies for Emerging Economies presents insights into marketing strategies and tactical perspectives in both large and small enterprises. The chapters in this book explore case studies, contemporary research, and theoretical frameworks in effective business management, providing students, academicians, researchers, and managers with the resources and insight necessary to identify key trends in emerging economies and build the next generation of innovative services.
Author: Renee Evenson
Publisher: AMACOM Div American Mgmt Assn
ISBN: 0814417159
Category : Business & Economics
Languages : en
Pages : 225
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Book Description
Becoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees. Filled with the same accessible, step-by-step guidance as Customer Service Training 101, this user-friendly book shows readers how to develop the skills they need to communicate, lead, train, motivate, and manage those employees responsible for customer satisfaction. Designed for new managers and veterans alike, Customer Service Management Training 101 covers essential topics, including: Planning and goal setting * Time management * Team development * Conflict resolution * Providing feedback * Monitoring performance * Conducting meetings * Managing challenges * Listening * Verbal, nonverbal, and written communication. Readers will learn to identify their personal management style, develop core leadership qualities, and efficiently focus on their own development as managers. Packed with checklists, "real world" practice lessons, and examples of the right and wrong ways to do things, this is the one book every customer service manager needs to thrive.
