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Author: Warren Blanding Publisher: Springer Science & Business Media ISBN: 1461316456 Category : Business & Economics Languages : en Pages : 573
Book Description
Even the most casual reader leafing through the pages of this book will quickly realize that it is not the thoughts of one indi vidual set down on paper, but rather the synergism of many people. Herbert Goeler of American Cyanamid and Keith Slater of Johns-Manville, the latter now retired, are certainly the brightest stars in my particular customer service galaxy. They have been well-springs of information, thinkers and thought starters, friends and fellow-believers, for almost two decades. Without the encouragement and inspiration they gave me, this book would be much shorter and far less relevant. In 1984, my firm presented Herb and Keith with our special "Patron Saint" Award; it doesn't say nearly enough for what they have meant to me personally and, through me, to the field of customer service management where I disseminate ideas and guidance as an editor and teacher. Some years ago, the American Management Associations asked me to chair a series of seminars on Customer Service Management in the U. S. and Canada. Through this activity I met many wonderful people who in many cases taught me more than I taught them.
Author: Warren Blanding Publisher: Springer Science & Business Media ISBN: 1461316456 Category : Business & Economics Languages : en Pages : 573
Book Description
Even the most casual reader leafing through the pages of this book will quickly realize that it is not the thoughts of one indi vidual set down on paper, but rather the synergism of many people. Herbert Goeler of American Cyanamid and Keith Slater of Johns-Manville, the latter now retired, are certainly the brightest stars in my particular customer service galaxy. They have been well-springs of information, thinkers and thought starters, friends and fellow-believers, for almost two decades. Without the encouragement and inspiration they gave me, this book would be much shorter and far less relevant. In 1984, my firm presented Herb and Keith with our special "Patron Saint" Award; it doesn't say nearly enough for what they have meant to me personally and, through me, to the field of customer service management where I disseminate ideas and guidance as an editor and teacher. Some years ago, the American Management Associations asked me to chair a series of seminars on Customer Service Management in the U. S. and Canada. Through this activity I met many wonderful people who in many cases taught me more than I taught them.
Author: Colin C. Law Publisher: BrownWalker Press ISBN: 1627346937 Category : Transportation Languages : en Pages : 302
Book Description
A Practical Guide to Airline Customer Service is a textbook written for airline executives and undergraduate students who are preparing for a career in the airline service industry. Those working in similar functions and fields can also benefit from this book. This book primarily focuses on the importance of customer service in the airline industry. This includes basic airline operations and essential communication skills, and how airline service agents interact with passengers at every contact point of the travel process. A Practical Guide to Airline Customer Service is a must-read for those who seek a rewarding career in the airline industry.
Author: Kenneth B. Ackerman Publisher: Springer Science & Business Media ISBN: 1461560136 Category : Technology & Engineering Languages : en Pages : 560
Book Description
This is a fourth edition of a work first published in 1983. It contains the same number of chapters as the third edition, published in 1990. However, it has a substantial amount of new material. Major changes in warehousing in the last seven years have caused appropriate changes in the content of this text. Nearly three decades have passed since our first published writing about warehousing. The goal of our early writing was to develop a better understanding between the third-party warehouse operator and the user of these services. Today the emphasis has changed to a work that provides the tools that every warehouse manager needs. This book intends to be a comprehensive handbook consisting of everything we know that would help the manager of warehouses. Much of the information is based upon materials previously used in Warehousing Forum, our monthly subscription newsletter. While the work is designed primarily as a handbook for manag ers, it also serves as a guide for students. It is based upon my experience, both as a warehousing manager and executive, and later as a management advisor. The work is designed as a management reference for anyone involved in operating, using, constructing, or trading in industrial warehouses.
Author: Frances X. Frei Publisher: Harvard Business Press ISBN: 1422133311 Category : Customer relations Languages : en Pages : 262
Book Description
Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.
Author: Pratfull Verma Publisher: Process Excellence for It Operations ISBN: 9780615877525 Category : Information resources management Languages : en Pages : 334
Book Description
As the title suggests, the book is providing a practical guidance on managing the processes for IT Services. There are lot of guidance available on technology management in IT industry but this book is focusing on technology independent service management. The book will be addressed to all IT people from a process practitioner perspective, however, the fundamentals are presented in simplistic terms, and therefore it should be useful to all IT people. It will describe the process engineering concept and how it can be applied to IT Service Management. This is not about the industry standard framework such as ITIL and COBIT but about the common processes that are generally used in real life operations. I will be using analogies and illustrations from non IT world also to make the things simple. This book does not focus on any technology.
Author: Alejandro Serrano Publisher: MIT Press ISBN: 0262043599 Category : Business & Economics Languages : en Pages : 481
Book Description
An introduction to financial tools and concepts from an operations perspective, addressing finance/operations trade-offs and explaining financial accounting, working capital, investment analysis, and more. Students and practitioners in engineering and related areas often lack the basic understanding of financial tools and concepts necessary for a career in operations or supply chain management. This book offers an introduction to finance fundamentals from an operations perspective, enabling operations and supply chain professionals to develop the skills necessary for interacting with finance people at a practical level and for making sound decisions when confronted by tradeoffs between operations and finance. Readers will learn about the essentials of financial statements, valuation tools, and managerial accounting. The book first discusses financial accounting, explaining how to create and interpret balance sheets, income statements, and cash flow statements, and introduces the idea of operating working capital—a key concept developed in subsequent chapters. The book then covers financial forecasting, addressing such topics as sustainable growth and the liquidity/profitability tradeoff; concepts in managerial accounting, including variable versus fixed costs, direct versus indirect costs, and contribution margin; tools for investment analysis, including net present value and internal rate of return; creation of value through operating working capital, inventory management, payables, receivables, and cash; and such strategic and tactical tradeoffs as offshoring versus local and centralizing versus decentralizing. The book can be used in undergraduate and graduate courses and as a reference for professionals. No previous knowledge of finance or accounting is required.
Author: Geert-Jan Knoops Publisher: BRILL ISBN: 9047431200 Category : Law Languages : en Pages : 316
Book Description
Confronted with the practical legal aspects of Peace Support Operations (PSO) in their daily work, the two authors realized that there was an urgent need for the international community of military and civilian lawyers, law enforcement agencies, policy makers, legal advisers and military commanders dealing with these types of missions to have a guidebook analyzing, questioning and providing some solutions to the practical legal aspects intrinsic in them and which are often known only to those who have been serving in the field. It was therefore decided to create a tool to record and diffuse the know-how acquired by those who have been directly confronted with these issues, in the field and at headquarters. Among the cutting-edge topics practitioners explore in Peace Support Operations & Their Legal Implications are human trafficking and illegal immigration in theatres of PSO such as the Balkans, arrest and detention of suspects of serious breaches of the laws of war, the relationship and role sharing of civilian law enforcement agencies and peacekeepers, the use of non-lethal and other weapons (e.g. riot control agents), criminal liability for breaches of international law and Rules Of Engagement. Contributions of a more strategic nature deal further with the complexities of Status of Forces Agreements and Memoranda of Understanding, the extraterritorial applicability of human rights obligations, the application of the law of occupation to peacekeeping forces, their new role and the relative problems in peace-building. The main objective of this guidebook is to provide the basis for further discussion, suggesting what should be done next, and to constitute a problem-solving tool for those deployed in the field, often secluded from the external world and confronted with difficulties to be solved immediately, under the pressure of time. The idea is to show them the path undertaken by others who have been confronted with similar problems and to share the knowledge and fight the power. Published under the Transnational Publishers imprint.
Author: Warren Blanding
Author: Warren Blanding
Author: Colin C. Law
Author: Karl Ockert
Author: Kenneth B. Ackerman
Author: Frances X. Frei
Author: Conférence de La Haye de droit international privé
Author: Pratfull Verma
Author: Karl Ockert
Author: Alejandro Serrano
Author: Geert-Jan Knoops