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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.'
Author: David H. Maister
Publisher: Simon and Schuster
ISBN: 1471109658
Category : Business & Economics
Languages : en
Pages : 479
Get Book Here
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.'
Author: Alan Nankervis
Publisher: Cambridge University Press
ISBN: 9781139445115
Category : Social Science
Languages : en
Pages : 380
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Book Description
The rapid increase in global services during the last few decades is without doubt one of the most challenging social, cultural, political, and especially economic, forces of our time. Services have supplanted agriculture, manufacturing and resources, as the primary source of international competitive advantage in many countries, providing wealth, employment, and almost unlimited future opportunities for growth, whether in traditional or more innovative forms. This book explores the strategic management of services through an Integrated Services Management Model which links operational, marketing, financial and human resource management functions, within a broad and diverse collection of international, regional, and local service contexts. It contains numerous case examples, student projects and exercises, designed to illustrate common problems and innovative approaches, with a particular focus on the Asia Pacific and Australasian regions.
Author: Noel Bruton
Publisher: Routledge
ISBN: 0750657235
Category : Business & Economics
Languages : en
Pages : 244
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Book Description
Managing the IT Service Processis the first book of its kind to recognize the truth of IT Service delivery. It takes the overall view of the service management process and links together the elements of service level management, systems availability, costs and benchmarking, and the helpdesk. In the last 5 years there has been a major structural shift in the IT industry with the traditional position of Helpdesk Manager being replaced by a new function of IT Services Manager. The industry is now concentrating on the formulation of an end-to-end service process that replaces the previous norm of several disparate and non-integrated sections in an IT department such as the helpdesk, applications maintenance, operations, development procurement and systems management. Managers are focusing on a totality of management so they can correlate costs and processes and offer their customers an integrated service. Managing the IT Services Processis an instructional manual written by an acknowledged industry expert and includes techniques, charts, methods, case studies and anecdotes to support the text. The author encourages the reader to formulate an end-to-end IT service process by using a step by step approach. The text describes and encourages integration in IT and therefore will be useful for managers involved in the unified process.
Author: Jo Bryson
Publisher: Routledge
ISBN: 1317101553
Category : Language Arts & Disciplines
Languages : en
Pages : 493
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Book Description
This fourth edition of Jo Bryson's highly regarded Managing Information Services has been thoroughly revised with an emphasis on innovation. Operating in a digital era, libraries must innovate to survive and grow. This means librarians having radical ideas which challenge the status quo, shifting strategic directions to change the way services are managed, and developing new skills and knowledge. Challenges include developing new uses for floorspace, where shelving is being replaced by mobile networking, and new practices and procedures for managing new products such as e-books and self-service. Libraries can achieve long term sustainability by information managers having more creative responses and developing innovative thinking. Essential reading for information students, this text also serves as a comprehensive and detailed reference on the key management topics for information service managers.
Author: Bill Hollins
Publisher: SAGE
ISBN: 1848604661
Category : Business & Economics
Languages : en
Pages : 312
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Book Description
`Bill Hollins continues his practical investigation of design in the service sector. In this new book with Sadie Shinkins, he provides a down to earth approach to an important topic in the field′ - Naomi Gornick, Honorary Professor, University of Dundee Guiding readers through each stage in the design and implementation of service operations, this book combines lively examples that are easy to relate to with clearly explained theory. Throughout, chapters contain pedagogical features that will help students to get the most from the ideas and examples being presented in the book. They include: - Chapter objectives; - Short cases; - Student exercises; - Chapter summaries; - Further reading section; - A glossary of key terms.
Author: Gary E. Day
Publisher: Cambridge University Press
ISBN: 131638148X
Category : Medical
Languages : en
Pages : 395
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Book Description
Leading and Managing Health Services: An Australasian Perspective provides a comprehensive overview of leadership and management in health services with a particular focus on the Australasian context. This text aims to help students develop leadership and management skills, and to critically analyse the issues they will face in practical health service settings. The book features a contemporary approach to learning, in line with the Health LEADS Australia framework which focuses on five key leadership attributes: Leads self, Engages systems, Achieves outcomes, Drives innovations and Shapes systems. Further, it offers a rich pedagogy both in the text and companion website. Chapters include case studies to provide examples of management and leadership issues in healthcare settings, and a wealth of reflective, short answer and multiple-choice questions to extend student learning. Written by respected Australian academics and industry experts, this text will equip health professional students with practical skills to successfully manage change and innovation.
Author: Kathryn Haynes
Publisher: Academic
ISBN: 019969608X
Category : Business & Economics
Languages : en
Pages : 225
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Book Description
The book is a collection of perspectives on service and service management written by leading researchers in the field. It considers the range and importance of services, the challenges of managing services and recent contemporary innovations in services and service management.
Author: Thomas Friedli
Publisher: Springer Nature
ISBN: 3030727289
Category : Business & Economics
Languages : en
Pages : 223
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Book Description
The increasing importance of industrial services and rapid digitalization towards smart and remote services pose opportunities as well as challenges to the manufacturing sector. This book provides a holistic understanding of industrial service management and guides companies into building capabilities and management practices for smart and remote services. By combining insights from research and practice, it offers a unique perspective on the core and enabling activities of manufacturing companies for growth in the service business. In essence, the first part covers action-based research findings regarding service strategy, organizational design, service innovation, service sales, services operations, and customer relationship management together with insights into value networks. The second part introduces outstanding practices from leading manufacturing companies in industrial and smart services. The book concludes with a summary of key messages and recommendations to navigate the landscape of industrial and smart service management successfully.
Author: Scupola, Ada
Publisher: IGI Global
ISBN: 1605660655
Category : Education
Languages : en
Pages : 324
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Book Description
"This book lays the theoretical foundations for understanding e-services as well as provide real life cases of e-services"--Provided by publisher.
Author: Carl W. Stenberg
Publisher: ICMA Press
ISBN: 0873267095
Category : Political Science
Languages : en
Pages : 470
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Book Description
Managing Local Government Services, 3rd ed. is a comprehensive text on the subject of local government services relevant to local governments of all sizes. This edition is refocused and updated to include the demographic, economic, technology and cultural trends that affect the management of service delivery. New chapters discuss the shift from ¿government¿ to ¿governance,¿ alternative methods of service delivery, community development, and the five management practices that are fast becoming the standard for professional local government management.Each chapter lays out the manager¿s responsibilities in each service area, and provides effective policies, practices, and procedures. Short case examples give you a practical look at the goals, challenges, and solutions in the manager¿s world.
