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Praise for Shared Services A Manager's Journey "In Shared Services: A Manager's Journey, Dan presents the real business cultural challenges along with human factors when taking on such a change in a company's processes. A must-read for any executive, manager, or team member who is considering, decided to, or is already in the process of converting a company from a decentralized organization to a shared services environment." -Katherine M. Ericsson Vice President of Membership, Project Management Institute of South Florida and director of a project management office, in a shared services environment within the distribution industry "A how-to/survival guide for those thinking about entering shared services or beginning the journey...for the rest of us, an entertaining look back at our journey both professionally and personally. A great read!" -Steve K. Stone Senior Vice President and CFO, Newspapers and Shared Services Morris Communications Company "Over the past fifteen years, I've had the pleasure of working directly with hundreds of companies who are implementing shared services. What is striking is how very different 'real experiences' are from the stories spun by consultants or keynote speakers at conferences. Getting to the 'real truth' of how to put the pieces together will help you keep consulting fees low and the probability of success high. This book is a practical guide created by someone who has been there. It is the truth!" -Mike Hostetler Managing Director, Shared Services Roundtable Corporate Executive Board

When your service department is struggling to reach its goals and management is breathing down your neck, who can you turn to for help? In The Irreplaceable Service Manager, Chris Collins provides you with the roadmap to exponentially improve your service department performance in 90 days or less. From maximizing Fixed Absorption and Customer Retention to optimizing Time Management and Labor Rates, Chris’s methods have proven to assist service managers determined to boost their service department results.  A sought-after dealership consultant and management expert, Chris offers a platform for action that helps service advisors and managers improve department operations by: Recruiting a team of bulldogs who can make customers happy and ROI numbers soar Utilizing his secrets to increase and maintain a high CSI level Holding people responsible for their jobs to effectively impact time management This book includes hundreds more tips and tricks that will enable you to transform your service department into a well-oiled, lucrative machine –  while at the same time making you an Irreplaceable Service Manager.

When your service department is struggling to reach its goals and management is breathing down your neck, who can you turn to for help? In The Irreplaceable Service Manager, Chris Collins provides you with the roadmap to exponentially improve your service department performance in 90 days or less. From maximizing Fixed Absorption and Customer Retention to optimizing Time Management and Labor Rates, Chris’s methods have proven to assist service managers determined to boost their service department results.  A sought-after dealership consultant and management expert, Chris offers a platform for action that helps service advisors and managers improve department operations by: Recruiting a team of bulldogs who can make customers happy and ROI numbers soar Utilizing his secrets to increase and maintain a high CSI level Holding people responsible for their jobs to effectively impact time management This book includes hundreds more tips and tricks that will enable you to transform your service department into a well-oiled, lucrative machine –  while at the same time making you an Irreplaceable Service Manager.

In Service Desk Manager's Crash Course, you'll learn from the experience of one of the industry's most well-known former practitioner. Phil Gerbyshak offers an updated and an easy to read-and ready to implement-source for the new manager, and a great refresher for the seasoned one. His combination of expertise and easy-to-grasp teaching veers something close to genius for a support desk reference. When it comes to the taller tasks facing a new manager, there's the kind of wisdom you need: How do I interview and hire quality people? How can I delegate effectively? What makes a great team, and great team-work, in the fast-paced environment of help-desks and the support field? These all-important chapters make the book an ideal choice to include in any hiring package for new managers. Phil's unique insights will be useful for the seasoned manager, too. Sections on ITIL, discipline, hiring, tool selection, measuring and managing performance, along with easy to implement metrics, will serve the newbie and the sage equally well. You'll find a clear and thoughtful discussion of a vital but often overlooked skill: designing appraisals that encourage improvement rather than suspicion or resistance. Crafted in an approachable style and format, Service Desk Manager's Crash Course doesn't tell, it shows. Via clear example and revealing anecdote, Phil demonstrates that the job of a help desk manager can be a satisfying role built around a magnetic idea: a few simple metrics, a great attitude, a little knowledge, and enabling others to succeed are a manager's biggest secret.

Zustand: Sehr gut - Gepflegter, sauberer Zustand. Seiten: 180 Sprache: Englisch Produktart: Bücher

"Customer Surveying: A Guidebook for Service Managers" is written to assist the services manager to effectively plan and manage a survey project. It is not an encyclopedia on the subject of surveying or a textbook on survey theory. Rather, its 256 pages aim to provide the tools the survey novice needs to collect real and useful information about customers’ perceptions of service quality. The Survey Guidebook introduces theories and concepts, but always with a focus on practical application. The term "guide" is used very explicitly here. A guide in the classic sense helps show the path through unknown territory, helping the journeyer to avoid pitfalls, but also answering questions along the way and pointing out features that enhance the value of the trek. The Survey Guidebook plots a path for the surveyor from planning the project, designing the questionnaire, administering the survey, to analyzing and reporting the results using standard desktop software. Tasks for each stage are described and the pros and cons of various options are outlined. The Survey Guidebook pays particular attention to options for questionnaire design and techniques for survey administration, including web and email surveying techniques. 67 charts and figures are included in the book to help explain the concepts, and four exercises help readers practice their new-found skills.

Essentials of Applied Quantitative Methods for Health Services offers and stresses the application of concepts, models and techniques in understanding quantitative methods in the health service field. The text provides problem-solving methods in a variety of approaches. An ideal QM resource for those with little knowledge of statistics.

This book provides comprehensive, practical guidelines on the responsibilities of those who lead, coordinate, and manage volunteers in small hospices, large specialist palliative care units, and in general hospitals with palliative care teams. Volunteers are key workers who often perform difficult and important work.This updated second edition covers volunteer selection, training, supervision and support, and legal and ethical considerations. Information is presented in an easily accessible way, using key points, summary panels and checklists.

What services does the IT organization really deliver? Rather than discuss the theory around what a service catalog or service portfolio is, this book gives you the actual IT service descriptions for running, operating, and managing an entire IT infrastructure. It's all here-complete service descriptions, catalog and portfolio templates, service implementation plans, service governance processes, and much more all packed into this one handbook! Just about every IT support service is described in this book. Take the service descriptions you need, mix, match and customize them to quickly create the content needed for your own service catalogs and portfolios. "Many books talk about how to build a service catalog-this book is a service catalog" "We really struggled to identify and pull our IT services together until we saw this material-it saved us months" "With this material, we can finally tell the business what IT actually delivers to them" "A valuable reference resource for ITSM practitioners, service managers, CIOs, procurement managers, and anyone else sourcing the services needed to run an entire IT infrastructure operation" "One can put together an entire IT service management operation just from the service descriptions in this book"

This book provides comprehensive, practical guidelines on the responsibilities of those who lead, coordinate, and manage volunteers in small hospices, large specialist palliative care units, and in general hospitals with palliative care teams. Volunteers are key workers who often perform difficult and important work.This updated second edition covers volunteer selection, training, supervision and support, and legal and ethical considerations. Information is presented in an easily accessible way, using key points, summary panels and checklists.

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.

A must-read for all hospitality managers in every sector of the industry, this text serves as a step-by-step guide to providing quality customer service. This book provides 32 Application Interaction Exercises that takes the reader through every aspect of customer service—from assessing customer expectations, to creating a quality service environment, to maintaining quality service. The entire spectrum of the hospitality industry is discussed, including restaurants, hotels, clubs, theme parks, travel, and tourism. For hospitality managers, restaurant managers, club managers, theme park managers, and travel and tourism managers that want a step-by-step guide to providing quality customer service.

Web services are leading to the use of more packaged software either as an internal service or an external service available over the Internet. These services, which will be connected together to create the information technology systems of the future, will require less custom software in our organizations and more creativity in the connections between the services. This book begins with a high-level example of how an average person in an organization might interact with a service-oriented architecture. As the book progresses, more technical detail is added in a "peeling of the onion" approach. The leadership opportunities within these developing service-oriented architectures are also explained. At the end of the book there is a compendium or "pocket library" for software technology related to service-oriented architectures. · Only web services book to cover both data management and software engineering perspectives, excellent resource for ALL members of IT teams· Jargon free, highly illustrated, with introduction that anyone can read that then leads into increasing technical detail· Provides a set of leadership principles and suggested application for using this technology.

As competition for the customers? spending dollar increases, restaurants try to distinguish themselves by training staff to manage the needs of the customer and offering consistent service night after night. In this way, the manager can ensure that the staff that has direct contact with the customer can do its job to ?sell? the restaurants? services. Service is treated differently in different types of foodservice operations, and this book addresses the mid and up-scale dining establishment. Remarkable Service can be used by a range of foodservice facilities to train staff, and can be used as a course textbook in culinary programs.

Every year the US federal government will spend roughly 100 billion dollars through competitive IDIQ (Indefinite Duration Indefinite Quantity) contracts. When you add in contracts awarded by State governments and commercial organizations using very similar processes you’re looking at 700 billion dollars’ worth of business.Getting a slice of that pie depends on how well you manage the contracting project.This is because IDIQs are essentially empty contract structures which then require a second round of winning task orders.  For contracts with the government, this two-step structure which is specified in law and regulation, has specific pitfalls and opportunities which are rarely the subject of contract and project management training.Salesky’s coaching style talks you through the specific challenges in the startup, management, and closing of the IDIQ.  This book gives a pragmatic and best-practice description of the entire life cycle of this type of contract offering you the “inside advisor” you need to help you through the pragmatics issues of clients’, performers’, and bosses’ expectations.

Every year the US federal government will spend roughly 100 billion dollars through competitive IDIQ (Indefinite Duration Indefinite Quantity) contracts. When you add in contracts awarded by State governments and commercial organizations using very similar processes you’re looking at 700 billion dollars’ worth of business.Getting a slice of that pie depends on how well you manage the contracting project.This is because IDIQs are essentially empty contract structures which then require a second round of winning task orders.  For contracts with the government, this two-step structure which is specified in law and regulation, has specific pitfalls and opportunities which are rarely the subject of contract and project management training.Salesky’s coaching style talks you through the specific challenges in the startup, management, and closing of the IDIQ.  This book gives a pragmatic and best-practice description of the entire life cycle of this type of contract offering you the “inside advisor” you need to help you through the pragmatics issues of clients’, performers’, and bosses’ expectations.

Every year the US federal government will spend roughly 100 billion dollars through competitive IDIQ (Indefinite Duration Indefinite Quantity) contracts. When you add in contracts awarded by State governments and commercial organizations using very similar processes you’re looking at 700 billion dollars’ worth of business.Getting a slice of that pie depends on how well you manage the contracting project.This is because IDIQs are essentially empty contract structures which then require a second round of winning task orders.  For contracts with the government, this two-step structure which is specified in law and regulation, has specific pitfalls and opportunities which are rarely the subject of contract and project management training.Salesky’s coaching style talks you through the specific challenges in the startup, management, and closing of the IDIQ.  This book gives a pragmatic and best-practice description of the entire life cycle of this type of contract offering you the “inside advisor” you need to help you through the pragmatics issues of clients’, performers’, and bosses’ expectations.

Every year the US federal government will spend roughly 100 billion dollars through competitive IDIQ (Indefinite Duration Indefinite Quantity) contracts. When you add in contracts awarded by State governments and commercial organizations using very similar processes you’re looking at 700 billion dollars’ worth of business.Getting a slice of that pie depends on how well you manage the contracting project.This is because IDIQs are essentially empty contract structures which then require a second round of winning task orders.  For contracts with the government, this two-step structure which is specified in law and regulation, has specific pitfalls and opportunities which are rarely the subject of contract and project management training.Salesky’s coaching style talks you through the specific challenges in the startup, management, and closing of the IDIQ.  This book gives a pragmatic and best-practice description of the entire life cycle of this type of contract offering you the “inside advisor” you need to help you through the pragmatics issues of clients’, performers’, and bosses’ expectations.

The book is a resource to design professionals as they manage their professional services contracts. Its more than fifty topics address the process from being selected, through the design process, and to preparation of record documents after construction. The book also contains twelve sample documents intended to improve effectiveness and efficiency during the design and construction process. The sample documents are available for purchase in their native format on the author's website. For more information, please visit the author's website, www.loweconsultingllc.com This book can be used in several ways: As a primer on professional services contracts –The topics are arranged in the chronological order commonly experienced during a project. Accordingly, they can be studied without reference to a specific project from start to finish. As a text to introduce college students to the basics of contracting for professional services – Although recent graduates will not need the information in the book for several years, an early introduction to the terms and having the book when needed will be of great value. As a resource during a project – As certain contracting topics come into play during a project, the Table of Contents of the book can be referred to for guidance. As a source of topics that can be used to create a culture of professional liability issues awareness –By discussing one of the book’s topics at a weekly staff meeting throughout the year, everyone involved in the design process can be sensitized to the importance of correctly dealing with contractual issues that may otherwise result in a professional liability claim.

The book is a resource to design professionals as they manage their professional services contracts. Its more than fifty topics address the process from being selected, through the design process, and to preparation of record documents after construction. The book also contains twelve sample documents intended to improve effectiveness and efficiency during the design and construction process. The sample documents are available for purchase in their native format on the author's website. For more information, please visit the author's website, www.loweconsultingllc.com This book can be used in several ways: As a primer on professional services contracts –The topics are arranged in the chronological order commonly experienced during a project. Accordingly, they can be studied without reference to a specific project from start to finish. As a text to introduce college students to the basics of contracting for professional services – Although recent graduates will not need the information in the book for several years, an early introduction to the terms and having the book when needed will be of great value. As a resource during a project – As certain contracting topics come into play during a project, the Table of Contents of the book can be referred to for guidance. As a source of topics that can be used to create a culture of professional liability issues awareness –By discussing one of the book’s topics at a weekly staff meeting throughout the year, everyone involved in the design process can be sensitized to the importance of correctly dealing with contractual issues that may otherwise result in a professional liability claim.