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This book is a comprehensive, clear, and well-organized description of applied quality regulation in the electricity sector as it is today. It creates an essential bridge linking the theoretical aspects of service quality regulation with country-specific applied mechanisms. As a special feature, the book offers a survey of the most innovative regulatory mechanisms under proposal, in test stages, or in effect in European countries.

Academic and public libraries are continuing to transform as the information landscape changes, expanding their missions into new service roles that call for improved organizational performance and accountability. Since Assessing Service Quality premiered in 1998, receiving the prestigious Highsmith Library Literature Award, scores of library managers and administrators have trusted its guidance for applying a customer-centered approach to service quality and performance evaluation. This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences. With a clear focus on real-world application, the authorsChallenge conventional thinking about the utility of input, output, and performance metrics by suggesting new ways to think about the evaluation and assessment of library servicesExplain service quality and customer satisfaction, and demonstrate how they are separate but intertwinedIdentify procedures for qualitatively and quantitatively measuring both service quality and satisfactionEncourage libraries to take action by presenting concrete steps they can take to become more customer-centricOffer a range of customer-related metrics that provide insights useful for library planning and decision making, such as surveys and focus groupsThis book shows how to nurture an environment of continuous improvement through effective service quality assessment.

Book by American Management Association

New! This book is in the same immaculate condition as when it was published 2.03

Emphasizing a forward-thinking approach to service quality in criminal justice, Jennifer M. Allen and Rajeev Sawhney use a service-quality lens to address administration and management concepts in the criminal justice system by identifying the stakeholders and their roles within the service delivery process. Students and criminal justice administrators will come away with an understanding of how to respond to customers (often called clients, offenders, victims, and the community) and to changing environmental factors. Readers will also learn how to better address community needs and how to respond appropriately to global and national dilemmas. The authors encourage students to consider the importance of their future role in providing high-quality and effective criminal justice services and challenge them to critique their own views on what constitutes management in this service sector.

Minor damage to parts of text, may include water or spine damage. Overall, still a fine copy for classroom use! May contain highlighting/underlining/notes/etc. May have used stickers on cover. Access codes and supplements are not guaranteed to be included with used books. Ships same or next day. Expedited shipping: 3-5 business days, Standard shipping: 4-14 business days.

Applying W. Edwards Deming's authoritative 14 Points to the service industries, this essential guide reveals how to maintain a competitive edge in industry via quality service...emphasizing the importance of safety and zero human error in improving services. Deming's 14 Points Applied to Services offers a program for implementing quality control techniques...from evaluating and training workers to setting long-term goals and company-wide policies...and shows how to establish a valid quality service program; eliminate barriers within and among corporate departments; encourage desirable behavior in salespeople, clerks, attendants, and other service personnel; meet customers, demands rapidly and accurately; save time and money by reducing rework; and utilize ideas generated by employees and clients.

Illustrates many key principles which need to be understood when improving the performance of organisations.

Lasting success is not a happy accident It requires a proven framework coupled with replicable techniques to achieve true business integration excellence and accountability Journey to Excellence teaches leaders how to implement and leverage five key principles to achieve immediate and ongoing success 1 Be a master of cultural change Making positive and lasting organizational change begins with an in depth cultural assessment and culminates in a restatement of your organization s most deeply held values that will revitalize your efforts and inspire change Journey to Excellence teaches you how to support a culture that embraces innovation empowers members to act and rewards true quality 2 Expand your definition of excellence What does excellence mean to you How do you translate this definition into workable techniques and processes to maximize organizational effectiveness We all want to be great at what we do How you go about this however is the key to true results Journey to Excellence can help your organization uncover the right approach to attain lasting success 3 Integrate for maximum leverage Where is your organization vulnerable to market factors outside of your immediate control Journey to Excellence teaches you how to identify and alter your organizational structure to protect yourself from market fluctuations provide maximum return on investment and ensure long term viability and stability 4 Measure the right things and act on the results Gathering information is only half the battle What you measure and how you analyze the data determines the value of your efforts Journey to Excellence will help you understand how to implement benchmark driven innovation so that you exceed your goals and objectives consistently and effectively 5 Become a best place to work Leadership through service is the key to achieving never before imagined transformation Journey to Excellence shows you how to enhance attraction and retention strengt

MANAGING QUALITY SERVICE IN HOSPITALITY: HOW ORGANIZATIONS ACHIEVE EXCELLENCE IN THE GUEST EXPERIENCE, 1st edition teaches the concept of treating customers as guests and creating a "WOW" experience for them. Many other texts in this subject area skip over guest-focused service strategy in hospitality or service This text fully covers the topic of managing hospitality organizations by using academic studies and real life experience from companies like Walt Disney Company, Marriott, Ritz-Carlton, Darden Restaurants, Southwest Airlines and many others. The text is written in three sections: strategy, staffing, and systems. Each chapter includes at suggested hospitality activities for students, in which students are encouraged to visit local organizations to talk with guests, employees and managers to obtain a variety of perspectives on the guest experience. Other activities will have students going to the internet to visit established sites for hospitality organizations. Real and hypothetical hotels, restaurants, and other business types found in the hospitality industry are included as case studies giving the opportunity for discussion of hospitality concepts and principles. "Ethics in Business" segments encourage students to analyze ethical issues associated with chapter topics. Each chapter opens with learning objectives and discussion questions at the end. The included Instructor's Guide provides answers to the end-of-chapter questions and to the discussion questions following the chapter cases, additional field exercises in hospitality, true-false and multiple-choice quizzes, and additional material to assist the instructor in preparing course outlines and lesson plans, providing the best known about managing hospitality organizations big or small.

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.

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Not only does this book offer a great deal of insight into evaluating early childhood services, it also provides a focal point for those interested in establishing goals, objectives and evaluation criteria for their own early childhood programmes′ - Early Years `Quality′ has become a priority issue for all concerned with early childhood care and education services. Starting from the premise that `quality′ is a relative and dynamic concept based on values and beliefs, Valuing Quality in Early Childhood Services examines how the definitions of quality are established and who is involved in their establishment. The book advocates that the process should involve a range of stakeholder group

Discover the 7 key principles and associated practices for effective early intervention services—and start putting them into action today! This easy-to-use, fillable workbook reveals not only what every EI professional should be doing in their practice, but also how to do it, with practical tips, activities, and strategies they can use to improve their work with children and families right away.Based on specific recommendations from a workgroup of today's top researchers, this comprehensive resource walks readers through every key step of the early intervention journey with children birth to 3, from the crucial first meeting with a family to the child's transition out of intervention. Perfect for group training sessions or independent study, it's a great workbook to fill in, learn from, and then keep close at hand as a quick and easy reminder of best practices.WHY IT'S A MUST-HAVE:Identifies and focuses on the best of today's most successful evidence-based intervention approaches Helps professionals deliver high-quality services in natural environments Hard-to-find guidance on actual implementation of best practices Walks readers explicitly through every step of effective early intervention Interactive workbook format makes it easy to learn and reinforce recommended practices Empowers professionals to make positive change happen, on a personal and systemic levelPRACTICAL MATERIALS: Sample scripts that model skillful interactions, helpful quick-reference checklists, engaging "Give It a Go" activities, realistic vignettes, and an in-depth family case study that lets readers practice identifying effective and ineffective practices. Practical guidance on the entire early intervention process! Referral Initial visits with the family Evaluation & assessment IFSP development IFSP implementation Supporting a smooth transition from early interventionA featured book in our Effective Early Intervention Kit!

Supports Goodwill of Silicon Valley job training programs. The cover and pages are in Good condition! Any other included accessories are also in Good condition showing use. Use can included some highlighting and writing, page and cover creases as well as other types visible wear.

Discover the 7 key principles and associated practices for effective early intervention services—and start putting them into action today! This easy-to-use, fillable workbook reveals not only what every EI professional should be doing in their practice, but also how to do it, with practical tips, activities, and strategies they can use to improve their work with children and families right away.Based on specific recommendations from a workgroup of today's top researchers, this comprehensive resource walks readers through every key step of the early intervention journey with children birth to 3, from the crucial first meeting with a family to the child's transition out of intervention. Perfect for group training sessions or independent study, it's a great workbook to fill in, learn from, and then keep close at hand as a quick and easy reminder of best practices.WHY IT'S A MUST-HAVE:Identifies and focuses on the best of today's most successful evidence-based intervention approaches Helps professionals deliver high-quality services in natural environments Hard-to-find guidance on actual implementation of best practices Walks readers explicitly through every step of effective early intervention Interactive workbook format makes it easy to learn and reinforce recommended practices Empowers professionals to make positive change happen, on a personal and systemic levelPRACTICAL MATERIALS: Sample scripts that model skillful interactions, helpful quick-reference checklists, engaging "Give It a Go" activities, realistic vignettes, and an in-depth family case study that lets readers practice identifying effective and ineffective practices. Practical guidance on the entire early intervention process! Referral Initial visits with the family Evaluation & assessment IFSP development IFSP implementation Supporting a smooth transition from early interventionA featured book in our Effective Early Intervention Kit!

Today's libraries are facing continually increasing challenges regarding information organization, consumer presentation and, on a financial level, taxpayer accountability. Analyzing and upgrading library services while staying within a limited budget is a problem which concerns many librarians. Written by professionals with practical experience, this volume presents a new approach to performance assessment and improvement through the combined use of Malcolm Baldrige Critieria and the Balanced Scorecard. It walks the reader through the sequential methodology of each theory, explaining the advantages of combining the two and providing guidance regarding their practical implementation from the management level down. The authors aptly discuss the advantages, disadvantages and possible pitfalls of their chosen approach. Additional topics include analysis of an organization's infrastructure, performance management and fact-based decision making.

Today's libraries are facing continually increasing challenges regarding information organization, consumer presentation and, on a financial level, taxpayer accountability. Analyzing and upgrading library services while staying within a limited budget is a problem which concerns many librarians. Written by professionals with practical experience, this volume presents a new approach to performance assessment and improvement through the combined use of Malcolm Baldrige Critieria and the Balanced Scorecard. It walks the reader through the sequential methodology of each theory, explaining the advantages of combining the two and providing guidance regarding their practical implementation from the management level down. The authors aptly discuss the advantages, disadvantages and possible pitfalls of their chosen approach. Additional topics include analysis of an organization's infrastructure, performance management and fact-based decision making.

Determine what customers really want, how to meet those needs and measure your service.

Bring bold color to your tabletop display with this Arlie Gray 12-Piece Dinnerware Set by Pfaltzgraff. An embossed pattern accented with a metallic rim adds an eye-catching element to your place settings. Crafted of high-quality stoneware for strength and durability. 12-piece set, service for 4, includes: 4 each of 10-1/2 in. dinner plate, 5-1/2 in. in diameter all-purpose bowl with a height of 3 in. es and a 25-fluid ounce capacity, and 8-in. pasta bowl with a 28-fluid ounce capacity. Microwave and dishwasher safe.