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Author: Phillip J. Lederer Publisher: Springer Science & Business Media ISBN: 146156283X Category : Business & Economics Languages : en Pages : 315
Book Description
The Practice of Quality Management presents the results of eleven ground-breaking research projects in quality management. It is the first collection of research papers by academics in this area. The projects are empirical studies on total quality management that suggest new ways to think about quality. The objective of the research found in this book is to develop theory and to assist practice. Thus, this volume is of interest to both academic researchers and practising managers. The chapters fall into four categories: `Performance', `Understanding TQM', `Organizations', and `Using TQM'. All of the chapters show that there are many different applications and research issues associated with quality. The chapters on `Understanding TQM' suggest that it is possible to develop and test theories of quality. The chapters on `Performance' demonstrate that studies of the operational and financial effect of quality can yield positive results. Many thinkers on quality consider that organizational impacts of quality are the most important drivers of the quality process. The chapters on `Organizations' present evidence on how quality programs affect human resource management, and organizational structure. Finally, the chapters on `Using TQM' present several studies of applications of quality management.
Author: Phillip J. Lederer Publisher: Springer Science & Business Media ISBN: 146156283X Category : Business & Economics Languages : en Pages : 315
Book Description
The Practice of Quality Management presents the results of eleven ground-breaking research projects in quality management. It is the first collection of research papers by academics in this area. The projects are empirical studies on total quality management that suggest new ways to think about quality. The objective of the research found in this book is to develop theory and to assist practice. Thus, this volume is of interest to both academic researchers and practising managers. The chapters fall into four categories: `Performance', `Understanding TQM', `Organizations', and `Using TQM'. All of the chapters show that there are many different applications and research issues associated with quality. The chapters on `Understanding TQM' suggest that it is possible to develop and test theories of quality. The chapters on `Performance' demonstrate that studies of the operational and financial effect of quality can yield positive results. Many thinkers on quality consider that organizational impacts of quality are the most important drivers of the quality process. The chapters on `Organizations' present evidence on how quality programs affect human resource management, and organizational structure. Finally, the chapters on `Using TQM' present several studies of applications of quality management.
Author: Jeannette Woodward Publisher: American Library Association ISBN: 0838909760 Category : Language Arts & Disciplines Languages : en Pages : 209
Book Description
In this book, the author attacks these and other pressing issues facing today's academic librarians. Her trailbrazing strategies centre on keeping the customer's point of view in focus at all times to help you to integrate technology to meet today's student and faculty needs.
Author: Allen M. Schoen, D.V.M., M.S. Publisher: Crown ISBN: 0767911369 Category : Pets Languages : en Pages : 290
Book Description
Treating animals just as any healer would treat human beings, Allen Schoen has become one of America’s most celebrated veterinarians. Kindred Spirits shares the transformative power of his remarkable methods, explores how alternative healing is revolutionizing his profession, and, in the tradition of James Herriot, shares heartwarming stories of animals and their caretakers who have deeply enriched each other’s lives. Through moving scenes–such as an ailing German shepherd who fights to stay alive so he can assist and comfort his ailing human companion–Schoen details the ways in which the human-animal bond can provide a wellspring of love and support, and outlines his own special prescription for improving the care we give our animals through adopting simple healing practices at home. A remarkable new synthesis of science and spirit, Kindred Spirits at last reveals the many ways our animal friends can help us lead happier, healthier, more fulfilling lives.
Author: Peter Barham Publisher: ISBN: 9781899209217 Category : Languages : en Pages : 238
Book Description
Closing The Asylum: The Mental Patient in Modern Society. The Covid-19 pandemic has affected the mental health of almost everyone, but it has impacted most severely on disadvantaged groups such as people with severe mental health problems, throwing pre-existing inequalities into sharper and starker relief. Though they had mostly all been closed by the turn of the century, the passing of the old Victorian asylums is still a matter of enduring controversy. In this acclaimed book, first published almost thirty years ago, Peter Barham examines the changing fortunes of mental patients in the era of the asylum and after. He demonstrates powerfully that the closure of mental hospitals cannot meet the real needs of people with severe mental health problems without a profound rethinking of the role, rights and status of the former mental patient in society. In a prologue to this new edition, he highlights the ironies of a post-asylum present afflicted by welfare minimalism, widespread deprivation and impoverishment, and a dramatic increase in the use of coercion and constraint in the delivery of mental health care. Closing the Asylum sets the scene for understanding how the experience of being treated as second class citizens has come about, and the author's forceful warnings of the dangers in the current mental health scene are highly germane to any consideration of what must change in our society after Covid. Veteran mental health survivor and campaigner Peter Campbell also contributes a preface in which he examines the passing of the asylums, and their after-life, in the light of his own experience.
Author: John Jantsch Publisher: Penguin ISBN: 1591844428 Category : Business & Economics Languages : en Pages : 258
Book Description
The small business guru behind Duct Tape Marketing shares his most valuable lesson: how to get your customers to do your best marketing for you. The power of glitzy advertising and elaborate marketing campaigns is on the wane; word- of-mouth referrals are what drive business today. People trust the recommendation of a friend, family member, colleague, or even stranger with similar tastes over anything thrust at them by a faceless company. Most business owners believe that whether customers refer them is entirely out of their hands. But science shows that people can't help recommending products and services to their friends-it's an instinct wired deep in the brain. And smart businesses can tap into that hardwired desire. Marketing expert John Jantsch offers practical techniques for harnessing the power of referrals to ensure a steady flow of new customers. Keep those customers happy, and they will refer your business to even more customers. Some of Jantsch's strategies include: -Talk with your customers, not at them. Thanks to social networking sites, companies of any size have the opportunity to engage with their customers on their home turf as never before-but the key is listening. -The sales team is the most important part of your marketing team. Salespeople are the company's main link to customers, who are the main source of referrals. Getting them on board with your referral strategy is critical. -Educate your customers. Referrals are only helpful if they're given to the right people. Educate your customers about whom they should be talking to. The secret to generating referrals lies in understanding the "Customer Referral Cycle"-the way customers refer others to your company who, in turn, generate even more referrals. Businesses can ensure a healthy referral cycle by moving customers and prospects along the path of Know, Like, Trust, Try, Buy, Repeat, and Refer. If everyone in an organization keeps this sequence in mind, Jantsch argues, your business will generate referrals like a well-oiled machine. This practical, smart, and original guide is essential reading for any company looking to grow without a fat marketing budget.
Author: Marc Silvester Publisher: Pearson UK ISBN: 0273747266 Category : Business & Economics Languages : en Pages : 189
Book Description
Quality service is crucial in today’s business world and Living Service shows you how to deliver your service efficiently and at a competitive price, by adapting and evolving to your customer needs. Living Service provides an insight into the success of Fujitsu, where this new approach is already delivering extraordinary benefits, including: 30% faster deployment of services; 30% greater reliability in service provision; 15% saving on costs. It provides the new competitive weapon, which is set to do for service industries what Toyota’s lean production did for manufacturing industries. Organised into three parts: Mind, Body and Soul, it offers an easy-to-read format and each section is a stepping stone on the way to achieving Living Service. This book tells the great untold story of how they did it, and how you can do the same.
Author: Laurie Young Publisher: John Wiley & Sons ISBN: 0470748400 Category : Business & Economics Languages : en Pages : 337
Book Description
Despite the fact that vast engineering networks are the foundations of modern society, the services that technology companies provide over them have been a relatively neglected area of study. As a result, marketing in some technology businesses has been depressingly tactical and inconsistent. Marketers with little experience, and even less professional training, run around presenting PowerPoint decks to each other, chasing after the latest fad and throwing erratic, changing activities at the market each quarter. Many work on the unchallenged assumption that markets are fast changing and that customers only want the lowest prices. Yet this industry has liberated human imagination in the internet and convinced the world that they must have a PC and a mobile phone. Now, as a result of profound, relentless, global forces, some of the leading firms and greatest minds in it are at last turning their attention to service. With the advent of ‘cloud computing’ and radical changes in the engineering of some utilities, the marketing of services that are based on a technical infrastructure is about to become as important and sophisticated as in, say, consumer products. This book explores their story and experience. “I really enjoyed the book From Products to Services by Mr Laurie Young. Encouraged by it, Haier accelerated its changeover from a traditional product-driven to a more customer-centric company. This new book Marketing Technology as a Service is another major contribution to technology companies for the cultivation of service needs worldwide.” – Mr Zhang Ruimin, CEO and Chairman, Haier Group, Beijing “Young and Burgess describe a shift in mindset and pragmatic techniques that are quite doable – Rae Sedel, MD, Global Technology Practice, Russell Reynolds Associates. “This book provides practical and insightful advice on how to use services to turn technology into value add solutions for real people – Rudy Provoost, CEO, Philips Lighting “Business leaders in India have been remarkably successful at offering technology based services like outsourcing across the world. Currently worth $60 billion, they intend to reach $300 billion by 2020. To succeed, the Indian business community must offer new value propositions and adapt to emerging trends, like cloud computing. Burgess and Young have put together the first comprehensive and practical guide for business leaders to meet their challenges of exponential growth.” – Dr Mukesh Aghi, Chairman and CEO, Steria (India)
Author: Phillip J. Lederer
Author: Phillip J. Lederer
Author: Jeannette Woodward
Author: Allen M. Schoen, D.V.M., M.S.
Author: Peter Barham
Author: John Jantsch
Author: Marc Silvester
Author: Laurie Young
Author: John Tschohl
Author: Brad Steiger
Author: The Late William Arrowsmith