Team service management Second Edition PDF Download

Author: Gerardus Blokdyk
Publisher:
ISBN: 9780655113621
Category :
Languages : en
Pages : 0

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Author: David W. Parker
Publisher: Edward Elgar Publishing
ISBN: 1788115945
Category : Business & Economics
Languages : en
Pages : 587

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Book Description
Service Operations Management, Second Edition provides a global perspective on service operations, with expanded coverage of service operations for not-for-profit agencies, charities, NGOs and utilities, alongside commercial companies. With new, updated case studies and original research embracing big-data analytics and neurolinguistics in building customer service systems, this book will be an invaluable tool for postgraduate and MBA students of service operations and undergraduates specialising in hospitality, tourism and public sector management.

Author: Charles Margerison
Publisher:
ISBN: 9781934747780
Category : Business & Economics
Languages : en
Pages : 156

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Book Description
Team Management presents a set of powerful techniques developed by two influential thinkers and consultants, Dr. Charles Margerison and Dr. Dick McCann. These techniques have been tested worldwide with great success and will improve team performance and business results. Drawing on the original findings of psychologist Carl Jung they have incorporated his works into the Team Management Wheel - a management tool to aid self-understanding, teamwork, career development, communication and leadership. This book provides a new and very effective approach to the development of high-performing team. Drawing upon their work over eight years with more than 100,000 managers throughout the world the authors have identified critical areas of teamwork that recur consistently. They have synthesized their experience and research into key principles that are simple and when applied can lead to a quantum change in team performance. Why do some teams succeed and some teams fail? This important and very practical book provides the answers and gives the reader a proven model for creating and maintaining a winning team. The book also outlines the way in which managers can develop effective work teams and the various organizational processes that need to be put in place for this to be achieved. The practical models and tools within this book will also help the reader improve their own performance, and that of any team they are involved with. Find out what your natural style is and where you are on the Team Management Wheel and learn to adapt your style to link with others. The experience will pay dividends throughout your career and personal life.

Author: Gerardus Blokdyk
Publisher: 5starcooks
ISBN: 9780655163626
Category :
Languages : en
Pages : 126

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Book Description
What is the total cost related to deploying Team service management, including any consulting or professional services? Is there a recommended audit plan for routine surveillance inspections of Team service management's gains? What does Team service management success mean to the stakeholders? Will team members perform Team service management work when assigned and in a timely fashion? How do mission and objectives affect the Team service management processes of our organization? Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role... In EVERY company, organization and department. Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?' This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Team service management investments work better. This Team service management All-Inclusive Self-Assessment enables You to be that person. All the tools you need to an in-depth Team service management Self-Assessment. Featuring 708 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Team service management improvements can be made. In using the questions you will be better able to: - diagnose Team service management projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices - implement evidence-based best practice strategies aligned with overall goals - integrate recent advances in Team service management and process design strategies into practice according to best practice guidelines Using a Self-Assessment tool known as the Team service management Scorecard, you will develop a clear picture of which Team service management areas need attention. Your purchase includes access details to the Team service management self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. Your exclusive instant access details can be found in your book.

Author: Claire Agutter
Publisher: IT Governance Publishing Ltd
ISBN: 1787783154
Category : Computers
Languages : en
Pages : 344

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Book Description
Service Integration and Management (SIAM™) Professional Body of Knowledge (BoK), Second edition has been updated to reflect changes to the market and is the official guide for the EXIN SIAM™ Professional certification. Prepare for your SIAM™ Professional exam and understand how SIAM can benefit your organization.

Author: Gerardus Blokdyk
Publisher:
ISBN: 9780655115687
Category :
Languages : en
Pages : 0

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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: Noel Bruton
Publisher: Routledge
ISBN: 1136016732
Category : Business & Economics
Languages : en
Pages : 374

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Book Description
Are you overworked, unappreciated and under-resourced? This book understands you, and provides years and years of User Support experience packed into one volume. The 'How To' book that every IT department needs, it will help turn your helpdesk into a company asset. How to be successful at probably the most stressful job in IT This book offers tools for measuring productivity and features ten key steps for successful support, while User Support successes and failures are revealed in true life case studies. This book gives you techniques for: *Justifying staff and other expenditure * Gaining senior management support * Getting the users on your side * Running a motivated and productive team * Designing and managing services and service levels The second edition of this popular book brings updates to several of the author's ideas, strategies and techniques with new material on: * Customer Relationship Management - definition and the role of the helpdesk * E-Support and the Internet * Contrasting the Call Center and the Helpdesk * first, second and third line support * Operational Level Agreements * Strategies for backlog management * Telephone technologies in user support In addition there is: * A new Template for a Service Level Agreement * An Improved cost justification model for the Internal Helpdesk * A New cost justification model for the External Helpdesk

Author: Amy R. Hurd
Publisher: Human Kinetics
ISBN: 1718213433
Category : Public relations
Languages : en
Pages : 410

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Book Description
Leisure Services Management, Third Edition, outlines essential knowledge and competencies for successful leisure managers. The text prepares students for the Certified Park and Recreation Professional (CPRP) exam and for careers in commercial recreation, public agencies, and the nonprofit sector

Author: Corinne M. Karuppan, PhD, CPIM
Publisher: Springer Publishing Company
ISBN: 0826126537
Category : Medical
Languages : en
Pages : 640

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Book Description
Describes how to build a competitive edge by developing superior operations This comprehensive, practice-oriented text illustrates how healthcare organizations can gain a competitive edge through superior operations – and demonstrates how to achieve them. Underscoring the importance of a strategic perspective, the book describes how to attain excellence in the four competitive priorities: quality, cost, delivery, and flexibility. The competitive priorities are interrelated, with excellent quality laying the foundation for performance in the other competitive priorities, and with targeted improvement initiatives having synergistic effects. The text stresses the benefits of aligning the entire operations system within the parameters of a business strategy. It equips students with a conceptual mental model of healthcare operations in which all concepts and tools fit together logically. With a hands-on approach, the book clearly demonstrates the “how-tos” of effectively managing a healthcare organization. It describes how to negotiate the different perspectives of clinicians and administrators by offering a common platform for building competitive advantage. To bring the cultural context of a healthcare organization to life, the book engages students with a series of short vignettes of a fictitious healthcare organization as it strives to achieve the status of a highly reliable organization. Integrated throughout are a variety of tools and quantitative techniques with step-by-step instructions to assist in problem solving and process improvements. Also included are mind maps linking competitive priorities and concepts, quick-reference icons, dashboards displaying measurement and process tracking, and boxed features. Several project ideas, team assignments, and creative thinking exercises are proposed. A comprehensive Instructor Packet and online tutorials further enhance the book’s outstanding value. Key Features: Includes mind maps to connect competitive priorities, concepts, and tools Provides an extensive tool kit for problem solving and process improvements Presents icons throughout the text to emphasize competitive priorities and tool coverage Emphasizes measurement with dashboards and includes data files for statistical process control, queuing, and simulation Demonstrates human dynamics and organizational challenges through realistic vignettes Presents boxed features of frequently asked questions an real-world implementations of concepts Provides comprehensive Instructor Packet and online tutorials