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Author : Great Britain. Office of Government Commerce
Publisher : The Stationery Office
Page : 278 pages
File Size : 45,6 Mb
Release : 2007-05-30
Category : Business & Economics
ISBN : 9780113310456
Management, Computers, Computer networks, Information exchange, Data processing, IT and Information Management: IT Service Management
Author : Great Britain. Cabinet Office,Great Britain. Stationery Office
Publisher : Stationery Office/Tso
Page : 483 pages
File Size : 50,9 Mb
Release : 2011
Category : Business & Economics
ISBN : 0113313047
This volume provides updated guidance on how to design, develop and implement service management both as an organisational capability and a strategic asset. It is a guide to a strategic review of ITIL-based service management capabilities, with the aim of improving their alignment with overall business needs. It is written primarily for senior managers who provide leadership and direction in the form of objectives, plans and policies. It is also benefits mangers at other levels, by explaining the logic of senior management decisions.
Author : Anonim
Publisher : DIANE Publishing
Page : 68 pages
File Size : 46,7 Mb
Release : 2024-06-03
Category : Electronic
ISBN : 9781437986006
Author : Christian Kowalkowski,Wolfgang Ulaga
Publisher : Unknown
Page : 324 pages
File Size : 54,5 Mb
Release : 2017-03-29
Category : Business enterprises
ISBN : 069281910X
In today's competitive global markets, simply making a great product is not enough. To achieve profitable growth and stand out among competitors, you must start to strategically compete through service and innovative solutions for business customers. Professors Christian Kowalkowski and Wolfgang Ulaga guide you how to shift your business from a goods-centric to a service-savvy model. The authors' proprietary twelve-step roadmap to profitable service growth will help you break out of a narrow product-centric logic and discover how to � determine if your company is "fit-for-service," � make the most of your existing services, � innovate and create value-added services and customer solutions beyond your products, � embed a true service-centric culture in your organization, � drive change and align your service strategy with corporate goals, � transform your product-centric sales force into a service-savvy sales organization, � design an organizational structure that promotes service growth, and � align your interests with distributors and partners. Kowalkowski and Ulaga's twelve-step roadmap is based on rigorous research and long-standing experience working with businesses. They have worked with hundreds of managers in industrial and professional services companies, conducted research projects, led executive workshops, and published numerous articles in scientific and managerial journals, including Harvard Business Review, among others. Here, they share not only their own insights but the lessons learned from successful case studies and years of extensive research.
Author : John O. Long
Publisher : Springer Science & Business Media
Page : 95 pages
File Size : 53,6 Mb
Release : 2012-07-01
Category : Computers
ISBN : 9781461438977
"ITIL® 2011 At a Glance" is an important update to the internationally-recognized ITIL® best practices for IT Service Management. "ITIL® 2011 At a Glance" provides graphical and textual memory joggers for the primary concepts of those best practices. IT organizations worldwide are implementing ITIL® as a vehicle for improving IT service quality and improve return on investment for IT services. This book is an update based on the ITIL 2011 Update. The desk reference’s unique graphical approach will take otherwise complex textual descriptions and make the information accessible in a series of consistent, simple diagrams. "ITIL® 2011 At a Glance" will be of interest to organizations looking to train their staffs in a consistent and cost-effective way. Further, this book is ideal for anyone involved in planning consulting, implementing, or testing an ITIL® implementation.
Author : Mario Glowik
Publisher : Taylor & Francis
Page : 194 pages
File Size : 45,9 Mb
Release : 2017-04-28
Category : Business & Economics
ISBN : 9781317402350
Global service-based firms are often 'born global,' and these organizations have developed integrated global strategies based on industry relationships, in order to thrive in new environments. Focusing on these global strategies, this textbook explores the workings of modern service businesses, presenting theoretical management concepts alongside illustrative examples. Original case studies from a range of global sectors, including Starbucks and Facebook, as well as broader studies, such as healthcare in Japan, provide practical insights into the art of thriving as a global business. Written by a leading expert in the field, this multidisciplinary text is a vital read for all scholars and students wishing to view strategic relationships from the focal point of service industries.
Author : Delener, N.
Publisher : IGI Global
Page : 732 pages
File Size : 51,8 Mb
Release : 2012-01-31
Category : Business & Economics
ISBN : 9781466600782
"This book explores areas such as strategy development, service contracts, human capital management, leadership, management, marketing, e-government, and e-commerce"--Provided by publisher.
Author : Jochen Wirtz
Publisher : World Scientific
Page : 704 pages
File Size : 44,5 Mb
Release : 2016-12-09
Category : Business & Economics
ISBN : 9781944659073
Winning in Service Markets: Success through People, Technology, and Strategy is the first practitioner book in the market to cover the key aspects of services marketing and management based on sound academic evidence and knowledge. Derived from the globally leading textbook for Services Marketing by the same author, this book offers a comprehensive overview of extant knowledge on the topic. Accessible and practical, Winning in Service Markets bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.
Author : Richard Normann
Publisher : Unknown
Page : 216 pages
File Size : 50,9 Mb
Release : 1991-05-03
Category : Business & Economics
ISBN : UOM:35128001065703
Examines the special characteristics that make services and the management of service organizations successful. Provides a comprehensive framework for service oriented businesses that stresses a streamlined service management system, the key components of which are market segment, service concept, service delivery system, image, and culture. Growth strategies and the nature of innovation are analyzed and amply illustrated. The role and principles of good leadership in service organizations form a crucial area of discourse. Topics such as the use of image and culture as management instruments, effective and persuasive communications, and ``high social technology'' are also explored.
Author : Yeming Gong
Publisher : Springer Science & Business Media
Page : 333 pages
File Size : 45,9 Mb
Release : 2013-07-01
Category : Business & Economics
ISBN : 9783642367083
While many business schools are teaching Global Operations Strategy with self-made teaching materials, there are no such textbooks. Combining practical approaches with detailed theoretical underpinnings, this book provides theories, tools, frameworks, and techniques for global operations strategy, and brings real world perspectives to students and managers. Each chapter includes definition of key terms, introduction of fundamental theories, several short case examples, one long new case to explain the associated theories, and recommended further reading.
Author : Paul Leinwand,Cesare R. Mainardi
Publisher : Harvard Business Review Press
Page : 288 pages
File Size : 44,7 Mb
Release : 2016-01-12
Category : Business & Economics
ISBN : 9781625275219
How to close the gap between strategy and execution Two-thirds of executives say their organizations don’t have the capabilities to support their strategy. In Strategy That Works, Paul Leinwand and Cesare Mainardi explain why. They identify conventional business practices that unintentionally create a gap between strategy and execution. And they show how some of the best companies in the world consistently leap ahead of their competitors. Based on new research, the authors reveal five practices for connecting strategy and execution used by highly successful enterprises such as IKEA, Natura, Danaher, Haier, and Lego. These companies: • Commit to what they do best instead of chasing multiple opportunities • Build their own unique winning capabilities instead of copying others • Put their culture to work instead of struggling to change it • Invest where it matters instead of going lean across the board • Shape the future instead of reacting to it Packed with tools you can use for building these five practices into your organization and supported by in-depth profiles of companies that are known for making their strategy work, this is your guide for reconnecting strategy to execution.
Author : Jacques Horovitz
Publisher : Pearson Education
Page : 246 pages
File Size : 42,9 Mb
Release : 2004
Category : Business & Economics
ISBN : 0273675834
& Top quality, needs-based, business best practice from Europe's leading executive education provider. & & The only hard, practical, implemental book on customer service. A classic business text book. & & Heavily updated and expanded with checklists and case studies.
Author : United States. Congress. House. Committee on the Judiciary. Subcommittee on Immigration and Claims
Publisher : Unknown
Page : 118 pages
File Size : 44,9 Mb
Release : 2000
Category : Social Science
ISBN : PURD:32754071754109
Author : Ho-Pun Lam,Sajib Mistry
Publisher : Springer Nature
Page : 190 pages
File Size : 48,5 Mb
Release : 2019-10-05
Category : Computers
ISBN : 9783030322427
This book constitutes revised selected papers from the Australasian Symposium on Service Research and Innovation, ASSRI 2018. The conference was held in two parts on September 6, 2018, in Sydney, Australia, and on December 14, 2018, in Wollongong, Australia. The 9 full and 2 short papers included in this volume were carefully reviewed and selected from a total of 26 submissions, covering a variety of topics related to service-oriented computing and service science. The book also includes 3 keynote papers.
Author : Mary Jo Bitner,Lawrence Allan Crosby
Publisher : Unknown
Page : 128 pages
File Size : 44,9 Mb
Release : 1989
Category : Service industries
ISBN : UOM:35128001839305