The Phi Gamma Delta


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A Complete and Balanced Service Scorecard


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In the U.S., service related activities have become dominant aspects of the economy and currently account for well over 50% of our GNP. The authors' framework eliminates outdated, low-value techniques originally created for manufacturing firms, replacing them with advanced techniques that fully leverage your investments in technology. Tyagi and Gupta begin by explaining why conventional balanced scorecard approaches don't work well for service organizations, discussing issues ranging from the inherent variability of customers, servers, and processes, the crucial importance of engagement, and the unique challenges of service innovation. Next, they introduce a Service Scorecard framework that encompasses the seven key elements of service organization success: Growth, Leadership, Acceleration, Collaboration, Innovation, Execution, and Retention. You'll learn how to set clear performance targets at the function and business level; benchmark performance against best practices; identify improvement opportunities; and capture performance data that offers a leading indicator for financials. Their proven approach is designed for easy understanding and implementation without the need for expensive consultants. Simply put, it offers today's most direct path to measuring performance and optimizing business value in any service organization.




The Shield


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Unonian


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The Blue and Gold


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Business Process Modeling, Simulation and Design


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Business Process Modeling, Simulation and Design, Third Edition provides students with a comprehensive coverage of a range of analytical tools used to model, analyze, understand, and ultimately design business processes. The new edition of this very successful textbook includes a wide range of approaches such as graphical flowcharting tools, cycle time and capacity analyses, queuing models, discrete-event simulation, simulation-optimization, and data mining for process analytics. While most textbooks on business process management either focus on the intricacies of computer simulation or managerial aspects of business processes, this textbook does both. It presents the tools to design business processes and management techniques on operating them efficiently. The book focuses on the use of discrete event simulation as the main tool for analyzing, modeling, and designing effective business processes. The integration of graphic user-friendly simulation software enables a systematic approach to create optimal designs.




The Sigma Protocol


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From a #1 New York Times–bestselling author, an agent escapes a hospital where the government held him hostage and finds he’s not the man he thinks he is. On Parrish Island, a restricted island off the coast of Virginia, is a little-known and never-visited psychiatric facility. There, far from prying eyes, the government stores former intelligence employees whose psychiatric states make them a danger to their own government, people whose ramblings might endanger ongoing operations or prove dangerously inconvenient. One of these employees, former Consular Operations agent Hal Ambler, is kept heavily medicated and closely watched. But there's one difference between Hal and the other patients—Hal isn't crazy. With the help of a sympathetic nurse, Hal manages to clear his mind of the drug-induced haze and then pulls off a daring escape. Now he's out to discover who stashed him here and why—but the world he returns to isn't the one he remembers. Friends and longtime associates don't remember him, there are no official records of Hal Ambler, and, when he first sees himself in the mirror, the face that looks back at him is not the one he knows as his own. Praise for Robert Ludlum: “Reading a Ludlum novel is like watching a James Bond film . . . slickly paced . . . all consuming.” ―Entertainment Weekly “Ludlum stuffs more surprises into his novels than any other six-pack of thriller writers combined.” ―The New York Times “Ludlum still dominates the field in adventure-drenched thrillers.”—Chicago Tribune







The Eleusis of Chi Omega


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Intelligent Decision Making in Quality Management


Book Description

This book presents recently developed intelligent techniques with applications and theory in the area of quality management. The involved applications of intelligence include techniques such as fuzzy sets, neural networks, genetic algorithms, etc. The book consists of classical quality management topics dealing with intelligent techniques for solving the complex quality management problems. The book will serve as an excellent reference for quality managers, researchers, lecturers and postgraduate students in this area. The authors of the chapters are well-known researchers in the area of quality management.