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Author: Maxine Melling Publisher: Facet Publishing ISBN: 1856044491 Category : Language Arts & Disciplines Languages : en Pages : 225
Book Description
As libraries move into the 21st century, quality management has become a key focus of the effort to create a service culture that meets - and indeed exceeds - customer requirements. The language of customer service has become common in the library and information sector, as have many of the techniques associated with the provision of customer-focused services. However, there is a danger that customer service may be seen as a 'bolt on' to existing core provision in the form of feedback mechanisms, information leaflets and customer-training sessions. One of the challenges facing managers is to go beyond the acknowledgement of the importance of a customer focus, and to develop an understanding of how this focus can be embedded in the culture of their services via strategic and operational management. This new management guide addresses this challenge. Contributed by LIS professionals with extensive experience in the management of public and academic services, each chapter presents a good practice guide to an element of strategic or operational management with the customer placed at centre stage: the users' perspective; planning and policy making; leadership and management; human resource planning; marketing as a tool for LIS managers; assuring quality; planning buildings for customers and services; developing a service culture through partnerships; virtual service. Readership: This book is essential reading for managers of library and information services from senior to team managers, and also for all those involved in devising strategy and policy for staff and service development. It is relevant to libraries and information services in any area of the world.
Author: Jeff Toister Publisher: ISBN: 9780692842003 Category : Languages : en Pages : 188
Book Description
Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile. In short, imagine a workplace culture where employees were absolutely obsessed with customer service. The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately. Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees. And explore ways to strategically align every facet of your organization with outstanding service. Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction. Praise for The Service Culture Handbook: "The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent." -Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service That Sparkles "Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works." -Brad Cleveland, founding partner and former CEO, International Customer Management Institute
Author: Publisher: Gower Publishing Company, Limited ISBN: 9780566081392 Category : Business planning Languages : en Pages : 160
Book Description
This text introduces a customer service programme that has been applied, refined and customized in many top businesses. It explains in practical terms how you can build a service culture into your business.
Author: Ron Kaufman Publisher: ISBN: 9780984762507 Category : Business & Economics Languages : en Pages : 0
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: Maxine Melling Publisher: Facet Publishing ISBN: 1856044491 Category : Language Arts & Disciplines Languages : en Pages : 225
Book Description
As libraries move into the 21st century, quality management has become a key focus of the effort to create a service culture that meets - and indeed exceeds - customer requirements. The language of customer service has become common in the library and information sector, as have many of the techniques associated with the provision of customer-focused services. However, there is a danger that customer service may be seen as a 'bolt on' to existing core provision in the form of feedback mechanisms, information leaflets and customer-training sessions. One of the challenges facing managers is to go beyond the acknowledgement of the importance of a customer focus, and to develop an understanding of how this focus can be embedded in the culture of their services via strategic and operational management. This new management guide addresses this challenge. Contributed by LIS professionals with extensive experience in the management of public and academic services, each chapter presents a good practice guide to an element of strategic or operational management with the customer placed at centre stage: the users' perspective; planning and policy making; leadership and management; human resource planning; marketing as a tool for LIS managers; assuring quality; planning buildings for customers and services; developing a service culture through partnerships; virtual service. Readership: This book is essential reading for managers of library and information services from senior to team managers, and also for all those involved in devising strategy and policy for staff and service development. It is relevant to libraries and information services in any area of the world.
Author: Mario C. Martinez Publisher: Taylor & Francis ISBN: 1000980111 Category : Education Languages : en Pages : 142
Book Description
Service delivery is part and parcel of every higher education professional’s job, both to improve service to students and to each other as “internal customers”. Until now higher education professionals have had to rely, for their professional development, on books and training designed for the business sector. This book is the first to specifically address the needs of higher education professionals across a wide range of administrative functions within college and university environments. It is designed for administrative staff and management, ranging from professionals working in centralized functions such as student affairs and enrollment management to those working as advisors or in career centers, whether in community colleges, four-year institutions, or for-profit institutions.Each chapter applies customer service principles to scenarios that are relevant to higher education. The book begins by engaging the reader to define service and identify the external and internal customers who are recipients of that service. It then maps customer interactions into a series of steps and offers departments and individuals a tool to maximize the customer experience. Additional chapters address customer expectations, creating a service culture on your campus, and managerial influences on staff service delivery. Creating a Service Culture in Higher Education Administration is a complementary book to the online customer service and management training resources at softskillspros.com.
Author: Kathleen Gallo, PhD, MBA, RN, FAAN Publisher: Springer Publishing Company ISBN: 0826169074 Category : Medical Languages : en Pages : 229
Book Description
"This book provides a dynamic and comprehensive interprofessional approach to building a culture of safety by using simulation across clinical and education spheres in healthcare... This is a comprehensive guide and resource for healthcare organizations, educators, and diverse interprofessional healthcare team members to use to improve patient safety efforts to adapt to the ever-changing, complex world of healthcare. Its practical application is pertinent in transforming the education and practice of medicine, nursing, and other health-related fields... Weighted Numerical Score: 99 - 5 Stars!" Patricia West, MS, BSN Michigan State University College of Nursing Doody's Medical Reviews ì[The authors] have brought together a core group of national leaders to produce what I think is a paradigm-busting book that will help to transform education at the graduate level in medicine, nursing, and all related fields. The book speaks expertly about the high fidelity of simulation training, the need for synthetic models, the adult learning theory behind the debriefÖit is a manifesto about where we must go as an interprofessional team, caring for the patient of the future.î From the Foreword, by David B. Nash, MD, MBA Dean, Jefferson School of Population Health Philadelphia, PA This groundbreaking book reflects the accomplishments of an internationally recognized leader of innovation regarding interprofessional clinical learning through simulation. Based on the North Shore-LIJ Health System corporate university experience, the book describes how this organization used simulation to successfully tackle the major interprofessional health issue of our time: patient safety. This health system created a transformative simulation center that involves nurses, doctors, and related health professionals whose work in clinical teams has resulted in measurable improvements in all aspects of clinical decision-making, critical thinking, teamwork, and communication skillsótoward the ultimate goal of improved patient safety. Key Features: Describes in detail a groundbreaking system of achieving patient safety that uses interprofessional clinical learning through simulation Detailed case studies using concrete methods and examples illustrate the application of theory to practice Presents simulations scalable to any size organization and for use by health care professionals in all specialties Includes theoretical foundations and practical applications for teaching and learning Focuses on interprofessional cooperation and learning
Author: Graeme Currie Publisher: Routledge ISBN: 1135212759 Category : Business & Economics Languages : en Pages : 284
Book Description
This book brings together public services policy and public services management in a new way, challenging many old ideas in this field and presenting the debate of what ‘critical’ constitutes when applied to public services policy and management.
Author: Susanne Nikoltchev Publisher: Council of Europe ISBN: 9789287161888 Category : Business & Economics Languages : en Pages : 188
Book Description
Europe is marked by a great diversity in public service broadcasting culture which is a result of the different political, economic, cultural and social realities in different European countries. This publication examines the development of public service broadcasting, its current raison d'ãtre and its perspectives in the digital media era. It also addresses the demands and expectations placed on public service broadcasting: how are these demands expressed and how do today's broadcasters meet these demands? Fourteen European countries are covered in detail: Bulgaria, Denmark, Finland, France, Germany, Hungary, Italy, Lithuania, Poland, Romania, Spain, Switzerland, The Netherlands, United Kingdom. The countries were chosen to provide an overview of the different regulatory models developed throughout Europe. Each contribution describes the foundations of the public service remit, the economic and financing model as well as the decision-making process. In addition, it examines the influence of a country's cultural, political or social aspects on the selection of the public service broadcasting system and its organisational structures.
Author: Maxine Melling
Author: Jeff Toister
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Author: Ron Kaufman
Author: Maxine Melling
Author: Mario C. Martinez
Author: Kathleen Gallo, PhD, MBA, RN, FAAN
Author: Samuel Harris
Author: Graeme Currie
Author: Susanne Nikoltchev
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