Higher Level Compensation for Postal Employees. (87-2) PDF Download

Author: Ron Kaufman
Publisher:
ISBN: 9780984762507
Category : Business & Economics
Languages : en
Pages : 0

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Book Description
Kaufman takes you on a journey into the new world of service. Learn how the world's leading companies have changed the game, and how you can successfully follow this path to an uplifting service transformation.

Author: United States. Congress. House. Post Office & Civil Service
Publisher:
ISBN:
Category :
Languages : en
Pages : 42

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Author: United States. Congress. House. Committee on Post Office and Civil Service
Publisher:
ISBN:
Category :
Languages : en
Pages : 46

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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 Ahronheim
Publisher: CRC Press
ISBN: 9780789020253
Category : Language Arts & Disciplines
Languages : en
Pages : 132

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Is your library's portal as efficient as it could be? High-Level Subject Access Tools and Techniques explores the potential and early development of high-level subject access. It examines Web tools and traditionally maintained library structures that facilitate the automated relation of resources to high-level subject categories based on the descriptive metadata that already exists in traditional library records. It includes a research study of high-level subject browse structures, as well as hands-on reports of actual projects and development activities and an examination of the environment in which demand for high-level subject access arises. From the editor: “As the World Wide Web and graphic user interfaces developed in the 90s, libraries began to build gateways for their online resources. These gateways allowed library users to employ the browse, point, and click approach to resource discovery that they had come to expect from online tools. Most of these interfaces amounted to little more than hand-constructed lists of links. Today, many libraries offer access to users through a set list of broad topics, sometimes called a high-level browse display. Methods for populating these subject categories remain crude and their maintenance requires considerable resources. As a result, libraries have begun to look at ways of applying traditional techniques associated with cataloging to these new interfaces. Several goals are involved in these developments. Many hope to reuse data from library catalogs and thus limit maintenance burdens. Others seek to apply a more standard set of tools and principles to the construction of portals to allow greater cooperation among institutions that want to interoperate with each other.” This pathbreaking book examines vital issues in high-level subject access, including: subject trees and their relationship to the structure inherent in Dewey Classification emerging patterns in the development of browsing services, including a hierarchy of subjects that is not based in classification, a map that relates data from catalog records to the subject hierarchy, and tools for extracting data from a catalog and storing it in a separate database to produce a more flexible display task-based (as opposed to materials-based) subject lists the social issues that are associated with choosing categories—based on the nature and activity of an institution's library users the political issues involved in selecting disciplines or topics for a browsing service And presents fascinating case studies of: Columbia University's efforts to build an automatically generated browsable display based on Library of Congress Classification as it occurs in catalog records the High-Level Thesaurus Project (HILT), in which a group of libraries, archives, and museums attempted to find a common method for high-level subject access via portal

Author: Frances L. Van Schaick
Publisher:
ISBN:
Category : Businesswomen
Languages : en
Pages : 76

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Author: Kenneth H. Blanchard
Publisher: FT Press
ISBN: 0137011709
Category : Business & Economics
Languages : en
Pages : 385

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Book Description
In this updated edition, the author of "The One Minute Manager" extends his breakthrough work on delivering legendary customer service, creating raving fans, and building Partnerships for Performance that empower everyone who works for and with company leaders.

Author: New York (State).
Publisher:
ISBN:
Category : Law
Languages : en
Pages : 209

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Author: California (State).
Publisher:
ISBN:
Category : Law
Languages : en
Pages : 38

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Book Description

Author: W. Earl Sasser
Publisher: Simon and Schuster
ISBN: 1439108307
Category : Business & Economics
Languages : en
Pages : 343

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Book Description
In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.