krainaksiazek managing customer service a practical guide to thrive 20053723
- znaleziono 4 produkty w 2 sklepach
Książki / Literatura obcojęzyczna
A plain-English guide to managing IT from the customer's perspective * Practical guidance on delivering and managing IT so that it meets the multiple needs and demands of a company and its customers and end-users--both inside and outside the organization--is hard to come by; this accessible book takes a common-sense approach that explains exactly what IT services are and how to fit them most effectively into a business * Topics include setting a framework, keeping costs down, improving efficiency, and maintaining standards and best practices * This concept of how IT should be wired specifically into the goals and need of the company and its customers is part of a broader picture that includes ITIL, BPM, SOA, and Six Sigma Marcia Kaufman (Waltham,MA) is a founding partner of Hurwitz & Associates with 20 years of experience in analytics, business strategy, and industry research in business technology. Fern Halper (Waltham, MA) is a founding partner of Hurwitz & Associates and has more than 20 years of experience in data analysis, business analysis, and strategy development.
Librarian's Guide to Internet Chandos Publishing Ltd
Librarians constantly conduct searches for their customers (and for their own use). However, the Internet and the technology are constantly changing. There is therefore a great challenge for librarians to keep up-to-date with how best to use the Internet. This book helps them achieve that goal. It covers for example: how to search in order to achieve the best results (strategies, what to ask and examples) and interpreting results (including examples). Importantly, not only does the book show how to use the Internet, but it also links this to perfect customer service - how to teach your customers what you know and how to properly interpret what your customers want. Its key features include: helps a librarian deliver perfect customer service with confidence, provides practical tips and hints, is written by a highly respected and experienced practitioner, is pragmatic rather than technical. The author Jeanne Froidevaux Muller is a frequent contributor and author of columns in the respected magazine "Managing Information"; the author was, from 1992-2002, head of the library at the Swiss Cancer League. She built the first web page of the Cancer League and developed the library at the League from scratch. Jeanne is currently based at the public library of Thun, Switzerland, and is responsible for library systems and statistics. Its contents include: Introduction, Basis of confidence - the Internet as a tool and not something to be afraid of, Data - Information - Knowledge, How to search - simple strategies; what to ask; examples, Interpreting results - including examples, Maintaining a link list on your browser, How to teach your customers what you know and how to know what your customers want and Perfect customer service.
Książki / Literatura obcojęzyczna
Cut costs, reduce waste, and stay competitive with Lean Six Sigma These days, enterprises need to reduce operating costs as quickly as possible without compromising quality and customer service levels. In the last ten years, business leaders have recognized Lean Six Sigma as one of the most valuable methodologies for realizing this goal. The Lean Six Sigma Guide to Doing More With Less is your complete guide for taking advantage of Lean Six Sigma and related approaches to improve bottom line performance and enable competitive advantage. With focus and precision, this essential resource hones in on how to reduce overall costs by eliminating waste and providing competitive advantage through enterprise speed. * In today's recessionary environment Lean Six Sigma is a powerful and practical method to enable rapid and sustainable cost reduction through process improvement, enterprise speed and agility.* Through the discussion of critical tools, case studies and implementation tips the guide provides a thorough and pragmatic understanding of how Lean Six Sigma can reduce cost. It provides instruction and insights for stand alone cost-out projects, the design and launch of enterprise initiatives and how to extract greater performance from legacy Six Sigma programs.* Authored by Mark O. George, a Managing Director of Accenture's Process & Innovation Performance service line, which is largely based on the expertise of the former George Group, acquired by Accenture in 2007. The Lean Six Sigma Guide to Doing More With Less is the benchmark manual for effectively applying Lean Six Sigma to rapidly reduce operating costs and enable competitive advantage in today's business environment.
Secrets of Big Business Innovation Harriman House Publishing
Książki / Literatura obcojęzyczna
Innovation is all around us every day; every product we use, every piece of packaging we open, every service we experience; all of these started out as ideas that have been developed and deployed. Yet that path from coming up with ideas to having successful products in the market is incredibly difficult. Many, many more ideas fail along the way, and never reach the market. The challenge of delivering innovation is even harder in big businesses than in start-ups. These corporate giants are designed to optimize their core business, drive efficiency and have many checks and balances to avoid risk. This is the exact opposite of the mantra of innovation, yet innovation is one of the keys to business success. Great companies thrive on innovation, whilst those that fail to innovate wither and die. There are a host of "corporate entrepreneurs" out there facing the challenge of delivering innovation every day, in every big business. They are faced with unwieldy governance, political infighting, traditional thinking, bureaucratic processes, unforgiving targets, unfocused sponsorship and limited resource.All of that on top of the common challenges faced by entrepreneurs launching new businesses. In The Secrets of Big Business Innovation some of the most experienced and successful of these corporate entrepreneurs have contributed their "secrets" - the tips and tricks that make the difference between success and failure and between corporate ignominy and fame. The Secrets of Big Business Innovation sets out the secrets of establishing and sustaining a successful innovation programme and driving great innovation projects through it. The "secrets" are supported by over 100 short case studies giving real-life examples from some of the world's greatest companies. This is a practical guide that works through the typical lifecycle of an innovation programme covering where things go wrong and ways to avoid the pitfalls, whatever business you are in and whatever process you are using.With insights from New Product Development teams, Research and Development Engineers, Marketing Directors, Chief Innovation Officers, Blue Sky thinkers, Customer Insight Specialists, Consultants and CEOS of new ventures, this book is relevant to anybody wanting to drive more successful innovation in their business.
Sklepy zlokalizowane w miastach: Warszawa, Kraków, Łódź, Wrocław, Poznań, Gdańsk, Szczecin, Bydgoszcz, Lublin, Katowice
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