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Managing Maintenance from the Customer's Viewpoint

Author :

Publisher :

Page : 12 pages

File Size : 37,1 MB

Release : 1994

Category :

ISBN : 9781895102512

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Book Description

The Minnesota Department of Transportation has had a maintenance management system for quite a number of years. A very large data base was being built but very little of the data was being used to make maintenance-related management decisions. In 1990 the Maintenance Engineers Executive Committee decided it was time to either revise the system to make it usable or to start over. A Business Planning Steering Committee was created. This committee made the decision to revisit and redefine the overall purpose, objectives, and direction of the maintenance function. This paper will go thorugh the entire maintenance business planning process. It will begin with defining the maintenance function mission, critical success factors, and basic products and services. The traditional funding-expense focus of the maintenance function planning and management efforts will change to a results-value focus. In order to become value focused, the maintenance function had to define and measure the level of results that are being provided to the customer. To do this, indicators were developed. These indicators will be used to assess the current levels ofproducts and services being provided. They will then be used in future decisions to determine how to deliver maximum value to the customer. All indicators have pilot projects in progress. Examples of these pilots will be given. For the covering abstract of this conference, see IRRD number 863140.



Software Maintenance - A Management Perspective

Author : Phaneendra Nath Vellanky

Publisher : Universal-Publishers

Page : 591 pages

File Size : 25,70 MB

Release : 2007-10-23

Category :

ISBN : 1581129807

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Book Description

Computer systems play an important role in our society. Software drives those systems. Massive investments of time and resources are made in developing and implementing these systems. Maintenance is inevitable. It is hard and costly. Considerable resources are required to keep the systems active and dependable. We cannot maintain software unless maintainability characters are built into the products and processes. There is an urgent need to reinforce software development practices based on quality and reliability principles. Though maintenance is a mini development lifecycle, it has its own problems. Maintenance issues need corresponding tools and techniques to address them. Software professionals are key players in maintenance. While development is an art and science, maintenance is a craft. We need to develop maintenance personnel to master this craft. Technology impact is very high in systems world today. We can no longer conduct business in the way we did before. That calls for reengineering systems and software. Even reengineered software needs maintenance, soon after its implementation. We have to take business knowledge, procedures, and data into the newly reengineered world. Software maintenance people can play an important role in this migration process. Software technology is moving into global and distributed networking environments. Client/server systems and object-orientation are on their way. Massively parallel processing systems and networking resources are changing database services into corporate data warehouses. Software engineering environments, rapid application development tools are changing the way we used to develop and maintain software. Software maintenance is moving from code maintenance to design maintenance, even onto specification maintenance. Modifications today are made at specification level, regenating the software components, testing and integrating them with the system. Eventually software maintenance has to manage the evolution and evolutionary characteristics of software systems. Software professionals have to maintain not only the software, but the momentum of change in systems and software. In this study, we observe various issues, tools and techniques, and the emerging trends in software technology with particular reference to maintenance. We are not searching for specific solutions. We are identifying issues and finding ways to manage them, live with them, and control their negative impact.



Customer Service Management in Africa

Author : Robert Hinson

Publisher : CRC Press

Page : 361 pages

File Size : 46,86 MB

Release : 2020-05-07

Category : Business & Economics

ISBN : 0429633432

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Book Description

Customer Service Management in Africa: A Strategic and Operational Perspective (978-0-367-14337-4, K410515) "Customer Service is Changing!" The message of 34 authors featured in Customer Service Management in Africa: A Strategic and Operational Perspective is clear: Today’s consumers are no longer ‘passive audiences’ but ‘active players’ that engage with businesses at each stage of product or service design and delivery systems. Consumer demands and expectations are also increasingly being dictated by changing personal preferences, enhanced access to information and expanding digital reality. The customer service principles – strategic and operational – advocated by these authors are universal, but particularly compelling as they apply to Africa’s unique and dynamic operating environment. In recognition of the importance of excellent customer service, this comprehensive and well-timed book provides an essential guide on the increasing role of the customer to business success. This book discusses the management and delivery of customer service under seven broad themes: Customer Service as Shared Value, Customer Service Strategy, Customer Service Systems, Customer Service Style, Customer Service Culture, Customer Service Skills and Customer Experience – Advancing Customer Service in Africa. Central questions posed and addressed include: What is the new definition of customer service management? How should organisations position themselves to create value for customers and stakeholders? How should employees project themselves to align with customer service promises made by their organisations? Overall, this book provides strategic and operational insights into effective customer service management in Africa. The customer service management concepts, roles and practices outlined, particularly as they apply to the African context, make it an important addition to scholars’ or practitioners’ reference works.



New Business Models and Value Creation: A Service Science Perspective

Author : Lino Cinquini

Publisher : Springer Science & Business Media

Page : 225 pages

File Size : 39,67 MB

Release : 2013-03-12

Category : Business & Economics

ISBN : 8847028388

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Book Description

The contemporary economic landscape features the prevalence of the service sector in economic systems, the pervasive servitisation of manufacturing, innovations in traditional business models and new value creation models, thanks to the new possibilities offered by the web, ICT and other enabling technologies. In this evolving context, this book provides qualified contributions on the topic of service science from a managerial perspective. A multidisciplinary perspective is adopted, dealing with both the structural–technological and dynamic–relational aspects of managing complexity. In addressing the contribution that service science can make to business value creation, this book covers relevant issues such as product servitisation, business modelling, value cocreation with customers, performance measures and the role of ICT. It also presents some innovative experiences of management models in service organisations operating in the environmental, energy and health-care sectors. This book aims to enhance the value of the results of research intertwined with the development of a new training curriculum started four years ago at the Scuola Superiore Sant'Anna of Pisa (Italy) with the evolution of the "Master in Management of Innovation" into the new "Master in Management, Innovation and Service Engineering" (MAINS).



Global Air Transport Management and Reshaping Business Models for the New Era

Author : Kankaew, Kannapat

Publisher : IGI Global

Page : 349 pages

File Size : 16,50 MB

Release : 2022-05-27

Category : Transportation

ISBN : 1668446170

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Book Description

The air transport industry is highly vulnerable to environmental changes as was seen when the recent COVID-19 pandemic caused most airline operations to cease. However, for decades airlines have been collapsing around the globe as the business of managing airline operations has become stressed due to price competition. This is detrimental to air carriers since air transport products and services are the same. Moreover, it impacts other industries such as tourism, hotels, and restaurants, which contribute to the derailment of economic and social activities. Thus, it is essential to determine new practices and strategies that can allow air transport management to be enriched and to flourish. Global Air Transport Management and Reshaping Business Models for the New Era provides a comprehensive collection of knowledge on the new era of business management on air transport. It provides strategies, technologies, and tools used in the reshaping of the air transport business model. Covering topics such as customer experience, robotic process automation, and airline alliances, this major reference work is an essential resource for airline managers, supply chain specialists, air transport managers, students and faculty of higher education, libraries, researchers, economists, government officials, and academicians.



Financial Management for Human Service Administrators

Author : Lawrence L. Martin

Publisher : Waveland Press

Page : 204 pages

File Size : 34,71 MB

Release : 2021-04-05

Category : Social Science

ISBN : 1478647116

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Book Description

The second edition of Martin’s practical text continues to provide a solid grounding of financial management for human services and social work students and professionals, while maintaining a concise and approachable style. Starting with a foundation of the basics of financial management, a comprehensive overview includes topics such as budgeting systems; financial accounting and the interpretation and analysis of financial statements; performance measures; forecasting of revenues, expenses, and caseloads; fee setting; government contracts and grants; fund development; risk management; and auditing. Readers apply the concepts, principles, and tools introduced in each chapter through case studies and exercises that encourage mastery of the content in real-world situations.



Brand Management

Author : Paolo Popoli

Publisher : BoD – Books on Demand

Page : 212 pages

File Size : 13,50 MB

Release : 2017-11-08

Category : Business & Economics

ISBN : 953513597X

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Book Description

This book is an original, high-quality collection of chapters about highly topical and important brand management issues, and it shows both theoretical and empiric analysis. The 10 selected chapters are referred, with original contents and rigorous research methodologies, to some important challenges the brand management has to face in the current competitive contexts, characterized by the dominance of the intangible resources and the new information and communication technologies. Written by leading academics, this book is dedicated not only to marketing and management scholars but also to students wanting to investigate the knowledge concerning special fields and special brand management themes. As well to the practitioners who can find a wide reference also to the managerial implication from the strategic and operative perspectives.



Customer Relationship Management

Author : Roger J. Baran

Publisher : Taylor & Francis

Page : 457 pages

File Size : 30,69 MB

Release : 2016-12-08

Category : Business & Economics

ISBN : 1317419332

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Book Description

This book balances the behavioral and database aspects of customer relationship management, providing students with a comprehensive introduction to an often overlooked, but important aspect of marketing strategy. Baran and Galka deliver a book that helps students understand how an enhanced customer relationship strategy can differentiate an organization in a highly competitive marketplace. This edition has several new features: Updates that take into account the latest research and changes in organizational dynamics, business-to-business relationships, social media, database management, and technology advances that impact CRM New material on big data and the use of mobile technology An overhaul of the social networking chapter, reflecting the true state of this dynamic aspect of customer relationship management today A broader discussion of the relationship between CRM and the marketing function, as well as its implications for the organization as a whole Cutting edge examples and images to keep readers engaged and interested A complete typology of marketing strategies to be used in the CRM strategy cycle: acquisition, retention, and win-back of customers With chapter summaries, key terms, questions, exercises, and cases, this book will truly appeal to upper-level students of customer relationship management. Online resources, including PowerPoint slides, an instructor’s manual, and test bank, provide instructors with everything they need for a comprehensive course in customer relationship management.



Service- and Component-based Development Using Select Perspective and UML

Author : Hedley Apperly

Publisher : Addison-Wesley Professional

Page : 248 pages

File Size : 13,90 MB

Release : 2003

Category : Computers

ISBN : 9780321159854

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Book Description

Annotation The instruction put forth in this new book is all related to successfully using Select Perspective, a process conceived and marketed by Select Business solutions, a division of Aonix. Select Perspective is a pragmatic, component-based software development process that can be implemented by all roles in software development, and includes the business people that specify, accept, verify and use software solutions. Every individual who is involved in the specification, acceptance, construction, testing, delivery or budgetary control of software solutions will benefit from this book. The authors have helped organizations realize the benefit of component-based development with Select Perspective, and this book shows how it can be done, taking into account varying team sizes, uneven skill levels, and different industries. The book uses the UML for expression of designs, and will allow the reader to meet the demands of web services.



Stream Data Processing: A Quality of Service Perspective

Author : Sharma Chakravarthy

Publisher : Springer Science & Business Media

Page : 341 pages

File Size : 35,30 MB

Release : 2009-04-09

Category : Computers

ISBN : 0387710035

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Book Description

The systems used to process data streams and provide for the needs of stream-based applications are Data Stream Management Systems (DSMSs). This book presents a new paradigm to meet the needs of these applications, including a detailed discussion of the techniques proposed. Ii includes important aspects of a QoS-driven DSMS (Data Stream Management System) and introduces applications where a DSMS can be used and discusses needs beyond the stream processing model. It also discusses in detail the design and implementation of MavStream. This volume is primarily intended as a reference book for researchers and advanced-level students in computer science. It is also appropriate for practitioners in industry who are interested in developing applications.