Good Services

Author : Louise Downe
Publisher : BIS Publishers
Page : 0 pages
File Size : 55,8 Mb
Release : 2020-03-03
Category : Business & Economics
ISBN : 9063695438

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Good Services by Louise Downe Pdf

Service design is a rapidly growing area of interest in design and business management. There are a lot of books on how to get started, but this is the first book that describes what a "good" service is and how to design one. This book lays out the essential principles for building services that work well for users. Demystifying what we mean by a "good" and "bad" service and describing the common elements within all services that mean they either work for users or don't. A practical book for practitioners and non-practitioners alike interested in better service delivery, this book is the definitive new guide to designing services that work for users.

Author : Niall Richard Murphy,Betsy Beyer,Chris Jones,Jennifer Petoff
Publisher : "O'Reilly Media, Inc."
Page : 552 pages
File Size : 55,9 Mb
Release : 2016-03-23
Category : Electronic
ISBN : 9781491951170

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Site Reliability Engineering by Niall Richard Murphy,Betsy Beyer,Chris Jones,Jennifer Petoff Pdf

The overwhelming majority of a software system’s lifespan is spent in use, not in design or implementation. So, why does conventional wisdom insist that software engineers focus primarily on the design and development of large-scale computing systems? In this collection of essays and articles, key members of Google’s Site Reliability Team explain how and why their commitment to the entire lifecycle has enabled the company to successfully build, deploy, monitor, and maintain some of the largest software systems in the world. You’ll learn the principles and practices that enable Google engineers to make systems more scalable, reliable, and efficient—lessons directly applicable to your organization. This book is divided into four sections: Introduction—Learn what site reliability engineering is and why it differs from conventional IT industry practices Principles—Examine the patterns, behaviors, and areas of concern that influence the work of a site reliability engineer (SRE) Practices—Understand the theory and practice of an SRE’s day-to-day work: building and operating large distributed computing systems Management—Explore Google's best practices for training, communication, and meetings that your organization can use

Author : Andy Polaine,Lavrans Løvlie,Ben Reason
Publisher : Rosenfeld Media
Page : 216 pages
File Size : 41,6 Mb
Release : 2013-03-13
Category : Business & Economics
ISBN : 9781933820613

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Service Design by Andy Polaine,Lavrans Løvlie,Ben Reason Pdf

Service Design is an eminently practical guide to designing services that work for people. It offers powerful insights, methods, and case studies to help you design, implement, and measure multichannel service experiences with greater impact for customers, businesses, and society.

Author : David Finkel
Publisher : Bond Street Books
Page : 356 pages
File Size : 40,8 Mb
Release : 2013-10-01
Category : Social Science
ISBN : 9780385680974

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Thank You for Your Service by David Finkel Pdf

No journalist has reckoned with the psychology of war as intimately as David Finkel. In The Good Soldiers, Finkel shadowed the men of the US 2-16 Infantry Battalion in Baghdad as they carried out the grueling fifteen-month "surge" that changed them all forever. Now Finkel has followed many of the same men as they've returned home and struggled to reintegrate - both into their family lives and into society at large. In the ironically titled Thank You for Your Service, Finkel writes with tremendous compassion not just about the soldiers but about their wives and children. Where do soldiers belong after their homecoming? Is it reasonable, or even possible, to expect them to rejoin their communities as if nothing has happened? And in moments of hardship, who can soldiers turn to if they feel alienated by the world they once lived in? These are the questions Finkel faces as he revisits the brave but shaken men of the 2-16. More than a work of journalism, Thank You for Your Service is an act of understanding -- shocking but always riveting, unflinching but deeply humane, it takes us inside the heads of those who must live the rest of their lives with the realities of war.

Author : B. Joseph Pine,James H. Gilmore
Publisher : Harvard Business Press
Page : 276 pages
File Size : 48,6 Mb
Release : 1999
Category : Business & Economics
ISBN : 0875848192

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The Experience Economy by B. Joseph Pine,James H. Gilmore Pdf

This text seeks to raise the curtain on competitive pricing strategies and asserts that businesses often miss their best opportunity for providing consumers with what they want - an experience. It presents a strategy for companies to script and stage the experiences provided by their products.

Author : Anne G. Hanley
Publisher : University of Chicago Press
Page : 288 pages
File Size : 50,9 Mb
Release : 2018-05-30
Category : History
ISBN : 9780226535104

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The Public Good and the Brazilian State by Anne G. Hanley Pdf

Who and what a government taxes, and how the government spends the money collected, are questions of primary concern to governments large and small, national and local. When public revenues pay for high-quality infrastructure and social services, citizens thrive and crises are averted. When public revenues are inadequate to provide those goods, inequality thrives and communities can verge into unrest—as evidenced by the riots during Greece’s financial meltdown and by the needless loss of life in Haiti’s collapse in the wake of the earthquake. In The Public Good and the Brazilian State, Anne G. Hanley assembles an economic history of public revenues as they developed in nineteenth-century Brazil. Specifically, Hanley investigates the financial life of the municipality—a district comparable to the county in the United States—to understand how the local state organized and prioritized the provision of public services, what revenues paid for those services, and what happened when the revenues collected failed to satisfy local needs. Through detailed analyses of municipal ordinances, mayoral reports, citizen complaints, and financial documents, Hanley sheds light on the evolution of public finance and its effect on the early economic development of Brazilian society. This deeply researched book offers valuable insights for anyone seeking to better understand how municipal finance informs histories of inequality and underdevelopment.

Author : Judith Dwyer,Pauline Stanton,Valerie Thiessen
Publisher : Routledge
Page : 232 pages
File Size : 41,9 Mb
Release : 2013-09-13
Category : Medical
ISBN : 9781136552366

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Project Management in Health and Community Services by Judith Dwyer,Pauline Stanton,Valerie Thiessen Pdf

In the health and community service industries, projects are increasingly used for the development of new services, and to achieve change in existing services, work practices and delivery models. Until now, project workers in these fields have had to rely on books designed for architects, builders and IT administrators. This is the first textbook to take the principles of project management and place them into a context relevant for people working in health and community services. This book provides a critical guide to both the strategic and operational aspects of using projects and making them work. Covering topics such as the lifecycle of a project, planning, execution and evaluation, risk management, change and effective teams, Project Management for Health and Community Services uses extensive international case studies and examples from the field. Written by authors with years of practical experience, this is a valuable resource for anyone studying or working on health and community services. Project Management for Health and Community Services offers students and professionals practical problem solving strategies and provides a comprehensive guide to managing projects as well as tips on managing a team and the stakeholders.

Author : Robert Daigneau
Publisher : Addison-Wesley
Page : 350 pages
File Size : 49,9 Mb
Release : 2012
Category : Computers
ISBN : 9780321544209

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Service Design Patterns by Robert Daigneau Pdf

"Forewords by Martin Fowler and Ian Robinson"--From front cover.

Author : Mike Schultz,John E. Doerr,Lee Frederiksen
Publisher : John Wiley & Sons
Page : 373 pages
File Size : 47,8 Mb
Release : 2013-06-04
Category : Business & Economics
ISBN : 9781118604342

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Professional Services Marketing by Mike Schultz,John E. Doerr,Lee Frederiksen Pdf

A proven approach to revenue-generating marketing and client development Professional Services Marketing is a fully field-tested and research-based approach to marketing and client development for professional services firms. The book, now in its Second Edition, covers five key areas that are critical for firms that want to grow and become more profitable: creating a marketing and growth strategy; establishing a brand and reputation; implementing a marketing communications program; executing lead generation strategies; and developing business by winning new clients. You will also read real-world case studies that illustrate major points, as well as quotes and stories from well-respected professionals in the industry. The Second Edition features new research and updates throughout, including new chapters on social media and online marketing, as well as new case studies and interviews Authors Mike Schultz and John E. Doerr are the coauthors of the Wall Street Journal and Inc. Magazine bestseller Rainmaking Conversations and Professional Services Marketing; Lee W. Frederiksen is coauthor of Online Marketing for Professional Services Will be widely promoted via multiple online routes and direct mail marketing Firms of any size can use this proven approach to marketing and client development to attract new clients and grow their professional service businesses.

Author : Michael Lewrick,Patrick Link,Larry Leifer
Publisher : John Wiley & Sons
Page : 324 pages
File Size : 55,9 Mb
Release : 2020-04-14
Category : Design
ISBN : 9781119629191

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The Design Thinking Toolbox by Michael Lewrick,Patrick Link,Larry Leifer Pdf

How to use the Design Thinking Tools A practical guide to make innovation happen The Design Thinking Toolbox explains the most important tools and methods to put Design Thinking into action. Based on the largest international survey on the use of design thinking, the most popular methods are described in four pages each by an expert from the global Design Thinking community. If you are involved in innovation, leadership, or design, these are tools you need. Simple instructions, expert tips, templates, and images help you implement each tool or method. Quickly and comprehensively familiarize yourself with the best design thinking tools Select the appropriate warm-ups, tools, and methods Explore new avenues of thinking Plan the agenda for different design thinking workshops Get practical application tips The Design Thinking Toolbox help innovators master the early stages of the innovation process. It’s the perfect complement to the international bestseller The Design Thinking Playbook.

Author : Chris Risdon,Patrick Quattlebaum
Publisher : Unknown
Page : 336 pages
File Size : 54,6 Mb
Release : 2018
Category : Customer services
ISBN : 193382073X

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Orchestrating Experiences by Chris Risdon,Patrick Quattlebaum Pdf

Customer experiences are increasingly complicated--with multiple channels, touchpoints, contexts, and moving parts--all delivered by fragmented organizations. How can you bring your ideas to life in the face of such complexity? Orchestrating Experiences is a practical guide for designers and everyone struggling to create products and services in complex environments.

Author : Lisa Zanyk
Publisher : FriesenPress
Page : 57 pages
File Size : 50,7 Mb
Release : 2020
Category : Family & Relationships
ISBN : 9781525570285

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Unconditional Love Poems by Lisa Zanyk Pdf

This wise and moving poetry collection explores the depth of love in many forms, from romance and desire to family to women's shared experience. The theme of unconditional love is universal to women as lovers, and mothers, and through shared sisterhood. These poems reveal a vulnerability that is basic and essential to the act of loving and the quality of pain brought on by loving too much.

Author : Marianne Bellotti
Publisher : No Starch Press
Page : 250 pages
File Size : 49,9 Mb
Release : 2021-03-17
Category : Computers
ISBN : 9781718501188

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Kill It with Fire by Marianne Bellotti Pdf

Kill It with Fire chronicles the challenges of dealing with aging computer systems, along with sound modernization strategies. How to survive a legacy apocalypse “Kill it with fire,” the typical first reaction to a legacy system falling into obsolescence, is a knee-jerk approach that often burns through tons of money and time only to result in a less efficient solution. This book offers a far more forgiving modernization framework, laying out smart value-add strategies and proven techniques that work equally well for ancient systems and brand-new ones. Renowned for restoring some of the world’s oldest, messiest computer networks to operational excellence, software engineering expert Marianne Bellotti distills key lessons and insights from her experience into practical, research-backed guidance to help you determine when and how to modernize. With witty, engaging prose, Bellotti explains why new doesn’t always mean better, weaving in illuminating case studies and anecdotes from her work in the field. You’ll learn: Where to focus your maintenance efforts for maximum impact and value How to pick the right modernization solutions for your specific needs and keep your plans on track How to assess whether your migrations will add value before you invest in them What to consider before moving data to the cloud How to determine when a project is finished Packed with resources, exercises, and flexible frameworks for organizations of all ages and sizes, Kill It with Fire will give you a vested interest in your technology’s future.

Author : U.S. Department of Transportation
Publisher : Simon and Schuster
Page : 400 pages
File Size : 40,5 Mb
Release : 2013-06-03
Category : Technology & Engineering
ISBN : 9781626363762

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Emergency Response Guidebook by U.S. Department of Transportation Pdf

Does the identification number 60 indicate a toxic substance or a flammable solid, in the molten state at an elevated temperature? Does the identification number 1035 indicate ethane or butane? What is the difference between natural gas transmission pipelines and natural gas distribution pipelines? If you came upon an overturned truck on the highway that was leaking, would you be able to identify if it was hazardous and know what steps to take? Questions like these and more are answered in the Emergency Response Guidebook. Learn how to identify symbols for and vehicles carrying toxic, flammable, explosive, radioactive, or otherwise harmful substances and how to respond once an incident involving those substances has been identified. Always be prepared in situations that are unfamiliar and dangerous and know how to rectify them. Keeping this guide around at all times will ensure that, if you were to come upon a transportation situation involving hazardous substances or dangerous goods, you will be able to help keep others and yourself out of danger. With color-coded pages for quick and easy reference, this is the official manual used by first responders in the United States and Canada for transportation incidents involving dangerous goods or hazardous materials.

Author : Elisabeth Blaikie
Publisher : Unknown
Page : 128 pages
File Size : 54,5 Mb
Release : 2015-04-10
Category : Electronic
ISBN : 1320810586

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Fragrant Heart Daily Meditations by Elisabeth Blaikie Pdf