Understanding Services Management PDF Download
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Author: William J. Glynn
Publisher:
ISBN:
Category : Business & Economics
Languages : en
Pages : 520
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Book Description
A state-of-the-art services managment guide
Author: William J. Glynn
Publisher:
ISBN:
Category : Business & Economics
Languages : en
Pages : 520
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Book Description
A state-of-the-art services managment guide
Author: Christos Voudouris
Publisher: Springer Science & Business Media
ISBN: 3540755047
Category : Business & Economics
Languages : en
Pages : 304
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Book Description
Service chain management enables service organisations to improve customer satisfaction and reduce operational costs. In this book, Christos Voudouris and his BT colleagues together with experts from industry and academia present the latest innovations and technologies used to manage the operations of a service company. The viewpoints presented are based on the BT experience and on associated research and development. Service chain management is looked at both from the enterprise perspective and from the standpoints of the service professional and customer. The focus is on real-world challenges.
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: Kjell A Eliassen
Publisher: SAGE
ISBN: 1849206465
Category : Political Science
Languages : en
Pages : 210
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Book Description
′A broad-ranging and highly intelligent account of key recent developments internationally which skillfully updates the public management and governance literatures′ - Ewan Ferlie, Royal Holloway ′Public management has been radically changed and reformed... this book gives students a fine introduction to these changes and to the theories dealing with them′ - Jørgen Grønnegaard Christensen, University of Aarhus An introduction and guide to the dramatic changes that have occurred in the provision of public services over the last two decades, this book combines theoretical perspectives with a range of case studies from Europe, North America and further afield to explain why, how and with what success liberal democracies have reformed the service role of the state. The book pays close attention to four major dimensions of this transition: " External challenges and opportunties: globalisation and EU integration " Reducing the role of the state: Liberalisation, privatisation, regulation and competition policy " Improving the role of the state: New Public Management, e-Government and beyond " Managing the New Public Sector: organisations, strategy and leadership This text is designed for undergraduate courses in public governance, but it also addresses the core components of MPA programmes - the parameters, tools, principles and theories of public sector reform.
Author: Keith D. Sutherland
Publisher: Packt Publishing Ltd
ISBN: 1804614246
Category : Computers
Languages : en
Pages : 350
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Book Description
Develop and improve the service management capabilities of your organization or business with this comprehensive handbook Key Features A complete, pragmatic guide on service management from industry experts Learn industry best practices and proven strategies to establish and improve a service management capability Get hands on with implementing and maintaining a service management capability Purchase of the print or Kindle book includes a free PDF eBook Book DescriptionMany organizations struggle to find practical guidance that can help them to not only understand but also apply service management best practices. Packed with expert guidance and comprehensive coverage of the essential frameworks, methods, and techniques, this book will enable you to elevate your organization’s service management capability. You’ll start by exploring the fundamentals of service management and the role of a service provider. As you progress, you’ll get to grips with the different service management frameworks used by IT and enterprises. You'll use system thinking and design thinking approaches to learn to design, implement, and optimize services catering to diverse customer needs. This book will familiarize you with the essential process capabilities required for an efficient service management practice, followed by the elements key to its practical implementation, customized to the organization’s business needs in a sustainable and repeatable manner. You’ll also discover the critical success factors that will enhance your organization’s ability to successfully implement and sustain a service management practice. By the end of this handy guide, you’ll have a solid grasp of service management concepts, making this a valuable resource for on-the-job reference.What you will learn Discover a holistic approach to managing services Get acquainted with the service management methods, frameworks, and best practices Understand the significance of a service management strategy Demonstrate your skills to deliver high-quality, timely services Find out how to become a respected business partner to your customers Recognize the role of governance, outcomes, and markets Grasp the concept of value capture and maintaining value over time Explore common processes that lay the foundation for effective service management Who this book is forThis book is for anyone interested in gaining a general understanding of the value of enterprise/IT service management (ESM/ITSM), including but not limited to IT leadership, key business managers, business process analysts, business analysts, IT consultants, IT professionals, project managers, systems integrators, service desk managers, managed service providers, solution providers, and sales staff. Whether you’re new to service management or have prior experience, you’ll find valuable insights in this book.
Author: Anthony Henry
Publisher: Oxford University Press, USA
ISBN: 0199581614
Category : Business & Economics
Languages : en
Pages : 469
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Book Description
This succinct textbook takes students through the key stages of strategic management: analysis, formulation, and implementation, with an emphasis on providing students with the essential tools of analysis.
Author: Anderson James C.
Publisher: Pearson Education India
ISBN: 9788131731635
Category : Industrial marketing
Languages : en
Pages : 488
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Book Description
Author: Paul Willman
Publisher:
ISBN: 0198716915
Category : Business & Economics
Languages : en
Pages : 332
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Book Description
Management is a fragmented and interdisciplinary area of study, with a lot of academic branches. Willman argues this tree is narrower at its roots, and these roots lie primarily in social science. Key to the purpose of the book is to present management theory as applied social science. Developed out of a core management course at Master's level, this book introduces the field to students who may have little prior knowledge of management. Willman interprets 'management' broadly to embrace the sub-disciplines of strategy, finance, accounting, marketing, organisational behaviour and operations management. The text aims to show how they arose and how they relate, thus engaging the reader in a little history. The book is integrative, in that it seeks to find common concerns in disparate literatures. It is also critical in that it seeks to comparatively evaluate contributions to the management field both in terms of theoretical contribution and practical impact. It is intended to be accessible to a range of readers, presenting technical materials in an informal way. Finally, it is introductory in that it assumes no previous knowledge of the academic management field.
Author: Suzette Dyer
Publisher: SAGE
ISBN: 1446297888
Category : Business & Economics
Languages : en
Pages : 450
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Book Description
In these times of global economic crisis, social unrest towards the powers that be, and a yearning for alternative systems and organization, it is now more relevant than ever for you to take a critical stance to your management studies in order to analyse, understand and question the world around you and the capitalist stronghold in which you live and work. This new thought-provoking text uses critical theory and revolutionary ideas to help you challenge the status quo and prevailing ideologies in management. It covers key issues, thinkers and topics in an accessible style to provide a broad and clear understanding of vital theory which is applied to the real world through international case studies and reflective questions and think points for you to carry into practice. A companion website provides additional learning materials for personal study and class activities. This text is essential reading for any undergraduate or postgraduate student studying critical management or any management course with a critical slant.
Author: Ross Kenneth Kennedy
Publisher: CRC Press
ISBN: 0429958609
Category : Business & Economics
Languages : en
Pages : 138
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Book Description
Understanding, Measuring, and Improving Daily Management explains the critical parts of a continuous improvement strategy to achieve Operational Excellence and where reactive improvement through effective daily management fits in. In addition, it shows the consequences to your Operational Excellence journey if daily management is not performed well. Reactive improvement develops the capability and discipline within the organization to be able to rapidly recover from an event or incident that stops you from achieving your expected or target performance for the day, shift, or hour and most importantly -- your ability to capture the learning and initiate corrective actions so that the event or incident will not re-occur anywhere across the organization. As such, reactive improvement focuses on improving daily management through your daily review meetings, your information centers supporting the daily review meetings, and your frontline problem-solving root cause analysis capability at all levels. The book introduces the seven elements of reactive improvement that must work in concert for effective daily management and allows the reader to rate their site or department to determine their starting point compared to best practices: 1. Supportive organization structure to support development of your people so they have ownership and accountability for the performance of their area of responsibility; 2. Effective frontline leaders to ensure everyone else in the leadership structure are not working down a level; 3. Appropriate measures with expected targets that are linked to the site’s Key Success Factors for Operations to ensure goal alignment, and are relevant to the area being focused on; 4. Structured daily review meetings to identify opportunities (problems/incidents) and monitor progress of their solution so they don’t happen again; 5. Visual information centers that visually display daily and trending performance along with monitoring of actions to address problems/issues raised; 6. Frontline problem-solving root cause analysis capability across the site; and 7. Rapid sharing of learning capability across shifts, departments, and the organization. The author outlines in detail why each of the seven elements are important to achieving Operational Excellence, and most importantly, how to implement each element supported with many templates and tools.
