Author : Erick Simpson
Publisher : Intelligent Enterprise
Page : 576 pages
File Size : 30,19 MB
Release : 2008-09-01
Category : Computers
ISBN : 9780978894320
The third publication in MSP University's bestselling Managed Services Series, this edition covers all aspects of delivering I.T. and technical services to end-customers through four types of service delivery models.
Author : Mairi Macintyre
Publisher : Springer Science & Business Media
Page : 188 pages
File Size : 14,95 MB
Release : 2011-04-02
Category : Business & Economics
ISBN : 144198321X
Service Design and Delivery provides a comprehensive overview of the increasingly important role played by the service industry. Focusing on the development of different processes employed by service organizations, the book emphasizes management of service in relation to products. It not only explores the complexity of this relationship, but also introduces strategies used in the design and management of service across various sectors, highlighting where tools, techniques and processes applicable to one sector may prove useful in another. The implementation methods introduced in the book also illustrate how and why companies can transform themselves into service organizations. While the book is primarily intended as a text for advanced-level courses in service design and delivery, it also contains theoretical and practical knowledge beneficial to both practitioners in the service sector and those in manufacturing contemplating moving towards service delivery.
Author : Lawrence Fogli
Publisher : John Wiley & Sons
Page : 348 pages
File Size : 10,75 MB
Release : 2006-02-02
Category : Business & Economics
ISBN : 9780787983109
Customer Service Delivery taps into business, marketing, and psychological research and practices to provide a wealth of knowledge about customer service. With contributions from some of the best-known industrial and organizational psychology experts in customer service, this book brings together in one comprehensive resource a review of the best practices in customer service delivery. Customer Service Delivery also provides a framework for customer service as a process and an outcome. The authors address a wide range of topics that are crucial to today’s competitive business environment: customer expectations, loyalty satisfaction, product versus service delivery, measurement, brand equity, regional and cultural differences, and organizational impact. Customer Service Delivery explores human resource staffing practices and service delivery by including proven selection strategies for hiring top quality service workers, an analysis of the personality correlates of service performance, and a comprehensive review of assessment instruments that predict customer service performance. In addition, this important resource contains strategies and tactics to improve and manage service delivery and offers illustrative case examples of how organizations have successfully improved and managed customer service.
Author : Robert Johnston
Publisher : Pearson Higher Ed
Page : 489 pages
File Size : 11,18 MB
Release : 2012-08-07
Category : Business & Economics
ISBN : 0273740490
This international market-leading book, aimed at both students and practising managers, provides a comprehensive and balanced introduction to service operations management. Building on the basic principles of operations management, the authors examine the operations decisions that managers face in controlling their resources and delivering services to their customers.
Author : Cengiz Haksever
Publisher : World Scientific Publishing Company
Page : 691 pages
File Size : 47,50 MB
Release : 2017-12-26
Category : Business & Economics
ISBN : 9813209461
The purpose of this book is to provide cutting-edge information on service management such as the role services play in an economy, service strategy, ethical issues in services and service supply chains. It also covers basic topics of operations management including linear and goal programming, project management, inventory management and forecasting.This book takes a multidisciplinary approach to services and operational management challenges; it draws upon the theory and practice in many fields of study such as economics, management science, statistics, psychology, sociology, ethics and technology, to name a few. It contains chapters most textbooks do not include, such as ethics, management of public and non-profit service organizations, productivity and measurement of performance, routing and scheduling of service vehicles.An Instructor's Solutions Manual is available upon request for all instructors who adopt this book as a course text. Please send your request to [email protected].
Author : Prafull Verma
Publisher : Service Integration
Page : 194 pages
File Size : 36,71 MB
Release : 2019-06-07
Category :
ISBN : 9780578466187
With radical change in the technology landscape in every enterprise, the inherent IT services embedded in anything and everything that happens in the business, a rapid shift is required to manage and deliver IT services. While legacy systems continue to function and need to be managed by traditional methods, a forward thinking approach is required to manage delivery of services for emerging technologies. This handbook is targeted at service delivery managers in the "service provider" organization but would also be very useful to internal service managers, provided they think of enterprise IT service consumers as customers. It would also greatly benefit IT generalists who may not be directly managing the delivery of services but contributing to or want to understand the subject.
Author : Jean Harvey
Publisher : Quality Press
Page : 326 pages
File Size : 34,35 MB
Release : 2015-08-14
Category : Business & Economics
ISBN : 0873899164
This book focuses on complex services, that is, services embodying the knowledge and capabilities of professionals, sought because of the clients lack of knowledge or skills in specialized fields. This book is also concerned with the many organizations, such as hospitals and banks, that provide services requiring a mixture of professional and other services to produce the results that customers or clients need. Professionals, semi-professionals, and technical workers laboring in all spheres of human endeavor, from law to medicine, accounting to engineering, social work to architecture, who are involved or are interested in taking part in managing their businesses, small or large, will find this book an invaluable tool in achieving success. This third edition comes with an augmented value proposition: as you read and try to understand and experiment with the material, you are invited at various points to view video clips, lasting between 15 and 25 minutes, that will clarify, complement, illustrate, or go further than what you are reading.
Author : Great Britain. Office of Government Commerce
Publisher : The Stationery Office
Page : 404 pages
File Size : 14,89 MB
Release : 2001
Category : Business & Economics
ISBN : 9780113300174
Service Delivery is the second element in the new ITILInfrastructure Library to be published. Service providersneed to offer business users adequate support - ServiceDelivery covers all aspects that must be taken intoconsideration. Issues covered include Service LevelManagement, Financial Management for IT Services, ITService ......
Author : William R. Johnson, CRA, FAHRA, MBA
Publisher : LULU
Page : 64 pages
File Size : 46,21 MB
Release : 2014-01-13
Category : Science
ISBN : 1304497704
In the typical healthcare setting, the operational logistics of service delivery are left-brain oriented--calculated, analytical, purposeful, and often orchestrated by policies, procedures, and processes that ensure predictable outcomes in quality and safety.Patients, however, assess the care they receive from a right-brain perspective--intuitive, emotional, and impulsive. Even though they recognize that technical and diagnostic skills are vital, the lasting impressions formed by patients and families revolve around not just the treatment itself, but in how they are treated. That becomes the standard by which they judge the overall healthcare experience.Service Delivery vs. Service Excellence explores the opposing forces at work during the patient healthcare journey and the measures that can be taken to create caring cultures that result in highly satisfied patients. You too can create outstanding patient experiences.
Author : Syed A. Ahson
Publisher : CRC Press
Page : 448 pages
File Size : 43,33 MB
Release : 2011-03-16
Category : Computers
ISBN : 1466507799
It is becoming increasingly important for telecom operators to be able to provide service delivery platforms (SDP) quickly and efficiently in order to improve the time-to-revenue of value-added services. Presenting a rapid architecture solution to meet this challenge, Service Delivery Platforms: Developing and Deploying Converged Multimedia Service
