The Little Book of Service Management


Book Description

Service is the up and coming discipline for the 22nd century. But exactly what is service? Many people think that service is what people do – no more, no less. Nothing can be farther from the truth. Then, if so, why is the service community in constant disarray. Startup businesses fail on a regular basis. Why? They simply do not provide good service. Many persons in responsible positions rarely give service even a brief notice. What they subconsciously think about service has to be the truth. How often do you hear exclamations like, I’ll never fly again, especially on that airline? What about, I’ve had it with fast food restaurants. Have you ever heard a student say, I’ll never take another course from that professor? Or, it’s a great car but the service stinks. What about, He may be a great doctor, but he treats all patients like thy are not human. So, what do you do if you own or manage a small business and want to start off right? That’s an easy question. You simply send new employees, or even experienced ones, to service school. You’ve heard of computer school, but have you heard of service school. There are books on computer, for example, all over the place. But, you probably have never seen one – a book, that is – about service. Is an automobile dealership the same as a pharmacy? At the service level, you can bet they are. This book will tell you all you need to know about providing great service. Have you ever heard of a 2-hour seminar on how to give good service? I bet you haven’t. Sometimes, a manager will give suggestions, but that is about it. This book is a service resource. Have you experienced a doctor’s office that calls a patient concerning what time his or her appointment is? Have you had a car dealer tell you they have lost your car? Has a doctor operated on the wrong leg? Maybe, even the wrong person. A service is a client/provider interaction that creates and captures value for both participants. We use service in several aspects of our lives, including business, government, education, health care, and religion. But, what exactly are the best practices, principles, and theories of service? The actual study of service is a relatively new field, but it is one that can open the door to a better understanding of the essential part of our lives. In this little book, Harry Katzan, Jr., founder and editor of the Journal of Service Science, offers a concise, readable examination of how managers can use information about services to construct a better customer environment. Harry Katzan, Jr. believes that the characteristics of a service process determine its efficacy in solving real-world problems. He disseminates these characteristics and provides a clear view of service to help managers pinpoint the exact issues they need to tackle. With a comprehensive bibliography, examples, and a highly engaging writing style, this little book on service provides is perfect for the professional and laymen alike. Discover how you can put information about service to work for you.




Basic Service Management


Book Description

Service Management is the potent idea that could change your business. This useful little book is a pocket guide on how to operate any enterprise, described from the point of view of the services it delivers. After all, delivery is what success is all about. It describes the basics, in realistic pragmatic terms. And it is brief - we limited ourselves to 50 pages. Whether you are in manufacturing, trades, retail, IT, not-for-profit...; whether you provide service internally to the rest of your organisation or externally to paying customers; whether you work anywhere from a small business to a government department; this book introduces you to service management. It will get you started, get you up and running, and it will set you on the path to the advanced concepts if that is where you need to be.




The Little Book of Managing Uncertainty


Book Description

Advanced technology is the cornerstone of modern society. Some of the reasons for studying the methods and applications of technology are that the subject serves as the basis of our everyday existence. We use technology on a daily basis, yet we know very little about the underlying concepts. We have no introduction to the subject matter, no principles of best behavior, and no theories. It is a time for change and this book fills that need. In this book, we are going to take a look at the evolving technology of uncertainty. Getting a handle on uncertainty permits a practitioner to perform in an excellent manner on tasks from management to applied technology. Modern government, such as the intelligence services, is exceedingly complicated, and uncertainty exists in almost every aspect of their daily lives. Business and finance have similar requirements so that participants can excel in all aspects of the decisions of everyday business life. The ability to deal with uncertainty is based on the methods of combining diverse possibilities into a coherent whole called a frame of discernment. Then, using a methodology known as Dempster-Shafer theory, evidence can be evaluated and a basis for decision making can be discerned. The effective use of Dempster-Shafer theory is conceptualized through computer methodology. Once determined to be unsolvable by experts, the methods contained herein have been solved by the author as a visiting professor in Switzerland. The methods are summarized in a research monograph entitled Managing Uncertainty and simplified in this book, along with an appropriate appendix that introduces the methodology. The book is comprised of introductory material followed by appropriate examples in essays that can be read in any order determined by the reader’s interests. The essays are based on peer reviewed journal articles presented at technical conferences. The various essays can be addressed in any order as they are adjusted to fit the needs of practicing professionals. Harry Katzan is a professor, author, and consultant, and enjoys outdoor activities.




The Little Book of Project Management Wisdom


Book Description

This book is one that every frustrated project manager would like to place on the desk of those who cook-up projects without involving the troops on the ground. Based on the author's experience managing information technology projects in the US and Canada, "The Little Book of Project Wisdom" is a valuable resource and easy to read. It's an essential quick reference guide for new and seasoned project managers, project sponsors, executives, professional services salespeople, and anyone in customer service. Taking a pragmatic look at many of the "unwritten" challenges faced by project personnel, this compact volume offers common-sense approaches to these problems. While the book refers to challenges faced in the IT industry, it's also a valid reference for projects anywhere and in any sector. Sensitive topics such as isolated ivory-tower executives, overzealous salespeople, stress, and remote foreign resources are covered with respect and in good detail. This book is a major revision of "Give Your Project Wings" and has been updated extensively. This work is not a textbook and offers practical, and sometimes entertaining, real-world perspectives on project management beyond the boring project theory books.




The Little Book of Cybersecurity


Book Description

Many people believe that cybersecurity is a complicated and complex subject that involves computer security, information assurance, comprehensive infrastructure protection, commercial integrity, and ubiquitous personal interaction. The concepts apply to information, computers, networks, and other elements of coordination, cooperation, and control and involve government, business, education, and the day-to-day lives of private individuals. The concerns normally involve the Internet as a communication facility - hence the name Cybersecurity. Achieving and maintaining cybersecurity is a never-ending process, much like national security, bank security, and so forth, so it is important to know the essential foundations of how to manage the risks of using technical interactions in order to obtain the inherent benefit. Some of the concerns that immediately come to mind are identity, personal privacy, intellectual property, secure maintenance of the critical infrastructure, and the continued operation of necessary organizations. There is a plethora of printed and online literature on various aspects of Cybersecurity - including computer security, information assurance, infrastructure security, personal security, and associated government policy informations. The purpose of this book is to give a composite picture of what Cybersecurity is all about, identify the important literature of the subject, and describe how it differs from everyday information security affecting individuals and computer activities. This book requires knowledge of basic information systems, computer technology, and network security considerations for an understanding of the implications or many of the topics. No knowledge of mathematics, physics, and engineering is required. The author, Harry Katzan Jr., has spent many years in basic computer security, cryptography, and modern methods including artificial intelligence and advanced software development. He is the author of Computer Data Security, The Standard Data Encryption Algorithm, and Privacy, Identity and Cloud Computing, and has done development work on security for a major bank.




The Little Book of Big Management Wisdom


Book Description

The full text downloaded to your computer. With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends Print 5 pages at a time Compatible for PCs and MACs No expiry (offline access will remain whilst the Bookshelf software is installed. eBooks are downloaded to your computer and accessible either offline through the VitalSource Bookshelf (available as a free download), available online and also via the iPad/Android app. When the eBook is purchased, you will receive an email with your access code. Simply go to http://bookshelf.vitalsource.com/ to download the FREE Bookshelf software. After installation, enter your access code for your eBook. Time limit The VitalSource products do not have an expiry date. You will continue to access your VitalSource products whilst you have your VitalSource Bookshelf installed. The Little Book of Big Management Wisdom outlines 90 of the greatest management quotations ever. The majority of quotes have been taken from legendary business leaders and commentators, including Warren Buffet and Peter Drucker. However, there are a few surprise inclusions from such people as Robert Frost and Elvis Presley. Each quotation, what it means, how to use it and the questions you should be asking, is outlined in two pages so you can immediately start to apply it in the real world. Packed with advice on how to deal with a wide range of management issues, this book will provide you with the insight and skills you require to succeed. Manage and develop your business Manage yourself and your career Motivate and lead people Turn your customers into partners Plan effectively Make better decisions All you want to know and how to apply it - in a nutshell.




Artificial Intelligence Concepts for Management


Book Description

This book is a complete introduction to artificial intelligence for its beginning in 1956 in a conference on the subject at Dartmouth College. The term AI was conined by John MCarthy and others. The book covers the modern topics such as Chatgpt and Watson at IBM. The book covers learning, thinking, generative systems, and other modern topics. The book is easy to read and is accessible to persons of all ages. There is no violence, no sex, and no bad language.




The Little Book of Big Management Theories


Book Description

101 management theories from the world’s best management thinkers – the fast, focussed and express route to success. As a busy manager, you need solutions to everyday work problems fast. The Little Book of Big Management Theories gives you access to the very best theories and models that every manager should know and be able to use. Cutting through the waffle and hype, McGrath and Bates concentrate on the theories that really matter to managers day-to-day. Each theory is covered in two pages – telling you what it is, how to use it and the questions you should be asking – so you can immediately apply your new knowledge in the real world. The Little Book of Big Management Theories will ensure you can: Quickly resolve a wide range of practical management problems Be a better, more decisive manager who gets the job done Better motivate and influence your staff, colleagues and stakeholders Improve your standing and demonstrate that you are ready for promotion All you need to know and how to apply it – in a nutshell.




The Little Book of Big Management Theories


Book Description

89 management theories from the world’s best management thinkers – the fast, focussed and express route to success. As a busy manager, you need solutions to everyday work problems fast. The Little Book of Big Management Theories gives you access to the very best theories and models that every manager should know and be able to use. Cutting through the waffle and hype, McGrath and Bates concentrate on the theories that really matter to managers day-to-day. Each theory is covered in two pages – telling you what it is, how to use it and the questions you should be asking – so you can immediately apply your new knowledge in the real world. The Little Book of Big Management Theories will ensure you can: • Quickly resolve a wide range of practical management problems • Be a better, more decisive manager who gets the job done • Better motivate and influence your staff, colleagues and stakeholders • Improve your standing and demonstrate that you are ready for promotion All you need to know and how to apply it – in a nutshell. ‘I’ll make sure that every manager in our pharmacy outlets gets a copy of this book.’ Manjit Jhooty, Managing Director, Jhoots Pharmacy ‘Every manager should read this book.’ Geoff Round, Chief Executive, Birmingham Civic Housing Association Ltd




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