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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: Richard Normann
Publisher:
ISBN:
Category : Business & Economics
Languages : en
Pages : 216
Get Book
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: Troy DuMoulin
Publisher: Van Haren
ISBN: 9401801177
Category : Education
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: Jayne Wilkinson
Publisher: Van Haren
ISBN: 9087532229
Category : Education
Languages : en
Pages : 172
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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: James A. Fitzsimmons
Publisher: Irwin/McGraw-Hill
ISBN: 9780072823738
Category : Business & Economics
Languages : en
Pages : 576
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Book Description
Author: John A. GOODMAN
Publisher: AMACOM Div American Mgmt Assn
ISBN: 081441334X
Category : Business & Economics
Languages : en
Pages : 274
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Book Description
The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.
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.
Author: Great Britain. Cabinet Office
Publisher: Stationery Office/Tso
ISBN: 9780113313044
Category : Business & Economics
Languages : en
Pages : 483
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Book Description
This volume provides updated guidance on how to design, develop and implement service management both as an organisational capability and a strategic asset. It is a guide to a strategic review of ITIL-based service management capabilities, with the aim of improving their alignment with overall business needs. It is written primarily for senior managers who provide leadership and direction in the form of objectives, plans and policies. It is also benefits mangers at other levels, by explaining the logic of senior management decisions.
Author: Marie Eloïse Muller
Publisher: Juta and Company Ltd
ISBN: 9780702171635
Category : Health facilities
Languages : en
Pages : 580
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Book Description
This comprehensive management manual brings together a holistic philosophy of health care, an overview of good business practices, and guidelines for compliance to national and international hospital accreditation standards. Chapters cover conceptual frameworks for health service delivery, strategic planning, good governance, financial management, human resource management, and continuous quality improvement. The philosophy of Ubuntu, the African notion that everyone in a community is responsible for the welfare of its members, is also discussed as a necessary consideration in all heath care decisions.
Author: Stephen Bach
Publisher: Routledge
ISBN: 131752991X
Category : Business & Economics
Languages : en
Pages : 328
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Book Description
Has there been a transformation of public service employment relations in Europe since the crisis? Public Service Management and Employment Relations in Europe examines public service employment relations after the economic crisis, including analysis of more than thirty years of public service and workforce reform, and addresses the interplay between an emerging post-crisis public service sector and the consequences for the state, employers and trade unions in core public services. Written by leading national experts, this book places the economic crisis in a longer timeframe and examines how far trends in public sector employment relations were reinforced or reversed by the crisis. It provides an up-to-date analysis of the restructuring of public service employment relations in 12 major European countries, including analysis of little studied central and Eastern European countries. This book will be vital reading for researchers, academics and PhD Students in the fields of Public Management, Public Administration, Employment Relations, and Human Resource Management.
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
