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Complex Service Delivery Processes Third Edition
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Book Synopsis Complex Service Delivery Processes, Third Edition by : Jean Harvey
Download or read book Complex Service Delivery Processes, Third Edition written by Jean Harvey and published by Quality Press. This book was released on 2015-08-14 with total page 407 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book focuses on complex services, that is, services embodying the knowledge and capabilities of professionals, sought because of the clients lack of knowledge or skills in specialized fields. This book is also concerned with the many organizations, such as hospitals and banks, that provide services requiring a mixture of professional and other services to produce the results that customers or clients need. Professionals, semi-professionals, and technical workers laboring in all spheres of human endeavor, from law to medicine, accounting to engineering, social work to architecture, who are involved or are interested in taking part in managing their businesses, small or large, will find this book an invaluable tool in achieving success. This third edition comes with an augmented value proposition: as you read and try to understand and experiment with the material, you are invited at various points to view video clips, lasting between 15 and 25 minutes, that will clarify, complement, illustrate, or go further than what you are reading.
Book Synopsis Managing Service Delivery Processes by : Jean Harvey
Download or read book Managing Service Delivery Processes written by Jean Harvey and published by Asq Press. This book was released on 2006 with total page 352 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Complex Service Delivery Processes by : Jean Harvey
Download or read book Complex Service Delivery Processes written by Jean Harvey and published by Quality Press. This book was released on 2021-10-01 with total page 335 pages. Available in PDF, EPUB and Kindle. Book excerpt: Different types of organizations provide services that require multiple, complex services to produce results. Oftentimes, those complex services morph into a maze of system processes that crisscross, impeding the smooth operation of processes and value creation. So how can you manage multiple services efficiently and effectively? This book outlines the strategy and execution needed to meet your goals. Numerous examples, exercises, and tools are included to help explain and clarify. The revised fourth edition includes a new focus on the impact of artificial intelligence in complex services, as well as links to video clips and podcasts. Professionals, semi-professionals, and technical workers in all areas, from law to medicine, accounting to engineering, social work to architecture, will find this book an invaluable tool in achieving success.
Book Synopsis Crafting Service Processes by : Jean Harvey
Download or read book Crafting Service Processes written by Jean Harvey and published by Quality Press. This book was released on 2019-03-28 with total page 142 pages. Available in PDF, EPUB and Kindle. Book excerpt: As the title makes clear, this book is about the design and delivery of service experiences. This includes the design of installations, facilities, technologies and scripts used in the staging of such experiences. It introduces the reader to many fundamental notions in service operations, from positioning to execution, with much attention paid to human experiences such as those of customers and service workers; be they performing simple repetitive tasks or complex mental tasks. The subject is treated in an user-friendly manner with a storytelling context, focusing initially on every day services (coffee shops, fast food, supermarkets) and then moving on to complex services (lawyers, physicians, engineers, accountants). Contrary to popular hype, not all service experiences are meant to be memorable. If all you need is a cup of coffee and this is done quickly, effortlessly, and painlessly, that's good. If there's a little plus along the way, that's better: you'll make a mental note that this is a good place to stop next time you are in the area. In an age of exponential technological change, service delivery processes are changing quickly and service industries are being creatively destroyed. You want to be the disruptor, willing to disrupt a large part of your actual income streams. The ability to maintain differentiation rests largely on an in-depth understanding of the service experience and operational excellence. The future belongs to the fastest learner. Intuition is only part of the story.
Book Synopsis Achieving Customer Experience Excellence through a Quality Management System by : Alka Jarvis
Download or read book Achieving Customer Experience Excellence through a Quality Management System written by Alka Jarvis and published by Quality Press. This book was released on 2016-07-04 with total page 228 pages. Available in PDF, EPUB and Kindle. Book excerpt: For the past decade, process validation issues ranked within the top six of Food and Drug Administration (FDA) form 483 observation findings issued each year. This poses a substantial problem for the medical device industry and is the reason why the authors wanted to write this book. The authors will share their collective knowledge: to help organizations improve patient safety and increase profitability while maintaining a state of compliance with regulations and standards. This book was written to assist quality technicians, engineers, managers, and others that need to plan, conduct, and monitor validation activities. To that end, the intent of this book is to provide the quality professional working in virtually any industry a quick, convenient, and comprehensive guide to properly conducting process validations that meet regulatory and certification requirements. It provides an introduction and background to the requirements necessary to perform process validations that will comply with regulatory and certification body requirements.
Book Synopsis Designing Service Processes to Unlock Value, Third Edition by : Joy M. Field
Download or read book Designing Service Processes to Unlock Value, Third Edition written by Joy M. Field and published by Business Expert Press. This book was released on 2020-12-16 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: Designing Service Processes to Unlock Value explores how service processes can be designed to leverage the expanding range of opportunities for service providers and customers to co-create value. The service process design landscape is changing, with many of the previous limitations disappearing on how and by whom services are delivered. Opportunities for new service design configurations are being supported, to a large extent, by technology-enabled innovations; many tasks previously performed by the service provider may now be performed by either the customer or the service provider. As a result, customers are playing a more active role in the service process, not only through self-service but also by providing information to the service provider to create a more personalized service experience. Designing Service Processes to Unlock Value explores how service processes can be designed to leverage the expanding range of opportunities for service providers and customers to co-create value. Readers will learn about frameworks for value co-creation and models for designing all types of service processes, as well as the unique challenges of designing knowledge-intensive services. And with the growing number of alternatives for designing service processes and determining who performs the various service tasks, service performance outcomes are increasingly dependent on the knowledge, skills, and abilities—that is, capabilities—of both service providers and customers. Thus, the book concludes with approaches to unlock these capabilities–and further boost value co-creation.
Book Synopsis Information Technology Control and Audit, Third Edition by : Sandra Senft
Download or read book Information Technology Control and Audit, Third Edition written by Sandra Senft and published by CRC Press. This book was released on 2010-12-12 with total page 803 pages. Available in PDF, EPUB and Kindle. Book excerpt: The headline-grabbing financial scandals of recent years have led to a great urgency regarding organizational governance and security. Information technology is the engine that runs modern organizations, and as such, it must be well-managed and controlled. Organizations and individuals are dependent on network environment technologies, increasing the importance of security and privacy. The field has answered this sense of urgency with advances that have improved the ability to both control the technology and audit the information that is the lifeblood of modern business. Reflects the Latest Technological Advances Updated and revised, this third edition of Information Technology Control and Audit continues to present a comprehensive overview for IT professionals and auditors. Aligned to the CobiT control objectives, it provides a fundamental understanding of IT governance, controls, auditing applications, systems development, and operations. Demonstrating why controls and audits are critical, and defining advances in technology designed to support them, this volume meets the increasing need for audit and control professionals to understand information technology and the controls required to manage this key resource. A Powerful Primer for the CISA and CGEIT Exams Supporting and analyzing the CobiT model, this text prepares IT professionals for the CISA and CGEIT exams. With summary sections, exercises, review questions, and references for further readings, it promotes the mastery of the concepts and practical implementation of controls needed to effectively manage information technology resources. New in the Third Edition: Reorganized and expanded to align to the CobiT objectives Supports study for both the CISA and CGEIT exams Includes chapters on IT financial and sourcing management Adds a section on Delivery and Support control objectives Includes additional content on audit and control of outsourcing, change management, risk management, and compliance
Book Synopsis Crafting Service Processes by : Jean L. Harvey
Download or read book Crafting Service Processes written by Jean L. Harvey and published by Quality Press. This book was released on 2019-03-22 with total page 203 pages. Available in PDF, EPUB and Kindle. Book excerpt: As the title makes clear, this book is about the design and delivery of service experiences. This includes the design of installations, facilities, technologies and scripts used in the staging of such experiences. It introduces the reader to many fundamental notions in service operations, from positioning to execution, with much attention paid to human experiences such as those of customers and service workers; be they performing simple repetitive tasks or complex mental tasks. The subject is treated in an user-friendly manner with a storytelling context, focusing initially on every day services (coffee shops, fast food, supermarkets) and then moving on to complex services (lawyers, physicians, engineers, accountants). Contrary to popular hype, not all service experiences are meant to be memorable. If all you need is a cup of coffee and this is done quickly, effortlessly, and painlessly, thats good. If theres a little plus along the way, thats better: youll make a mental note that this is a good place to stop next time you are in the area. In an age of exponential technological change, service delivery processes are changing quickly and service industries are being creatively destroyed. You want to be the disruptor, willing to disrupt a large part of your actual income streams. The ability to maintain differentiation rests largely on an in-depth understanding of the service experience and operational excellence. The future belongs to the fastest learner. Intuition is only part of the story.
Book Synopsis Case Management, Third Edition by : Arthur J. Frankel
Download or read book Case Management, Third Edition written by Arthur J. Frankel and published by Oxford University Press. This book was released on 2011-07-26 with total page 218 pages. Available in PDF, EPUB and Kindle. Book excerpt: Case managers provide an indispensable service, acting as both experts and liaisons to the wide variety of services, resources, and opportunities available to their clients. The authors use their extensive practice, classroom, and research experience to delineate clearly the steps of the case management process and to address the myriad roles case managers fill in different practice situations. By detailing the various processes and goals of case management and the different populations they help, the authors present a resource that is invaluable not only to social workers, but also to case managers in nursing centers, community mental health facilities, and criminal justice centers. The third edition of this book is updated to reflect the constantly changing nature of the helping professions. New and updated references provide readers with an array of options for pursuing specific aspects of case management. The book is attentive to the evolving needs of a variety of populations, and it now contains a new section on working with members of the military and their families. This edition also contains new information on case management within larger organizations that provide mental health services.
Book Synopsis Encyclopedia of Information Science and Technology, Third Edition by : Khosrow-Pour, Mehdi
Download or read book Encyclopedia of Information Science and Technology, Third Edition written by Khosrow-Pour, Mehdi and published by IGI Global. This book was released on 2014-07-31 with total page 10384 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This 10-volume compilation of authoritative, research-based articles contributed by thousands of researchers and experts from all over the world emphasized modern issues and the presentation of potential opportunities, prospective solutions, and future directions in the field of information science and technology"--Provided by publisher.
Book Synopsis Doing Anti-Oppressive Practice, Third Edition by : Donna Baines
Download or read book Doing Anti-Oppressive Practice, Third Edition written by Donna Baines and published by Fernwood Publishing. This book was released on 2020-05-06T00:00:00Z with total page 385 pages. Available in PDF, EPUB and Kindle. Book excerpt: This updated third edition of the immensely popular Doing Anti-Oppressive Practice introduces students to anti-oppressive social work, its historical and theoretical roots and the specific contexts of anti-oppressive social work practice. Key to this practice is the understanding that the problems faced by an individual are rooted in the inequalities and oppression of the socio-political structure of society rather than in personal characteristics or individual choices. Moreover, the contributors show that social justice and social change — working against racism, sexism and class oppression — can and must be a key component of social work practice. Drawing on concrete examples from specific practice contexts, personal experience and case work, including child welfare, poverty, mental health, addictions and disability, the contributors demonstrate how to translate social justice theory into everyday practice. This new edition adds chapters on working with refugee, immigrant and racialized families; children; older adults; cognitive behavioural therapy; and using social media as a tool for social change.
Author :Joanne V. Hickey, PhD, RN, FAAN, FCCM Publisher :Springer Publishing Company ISBN 13 :0826175236 Total Pages :421 pages Book Rating :4.8/5 (261 download)
Book Synopsis Evaluation of Quality in Health Care for DNPs, Third Edition by : Joanne V. Hickey, PhD, RN, FAAN, FCCM
Download or read book Evaluation of Quality in Health Care for DNPs, Third Edition written by Joanne V. Hickey, PhD, RN, FAAN, FCCM and published by Springer Publishing Company. This book was released on 2021-07-06 with total page 421 pages. Available in PDF, EPUB and Kindle. Book excerpt: Now in its third edition, this award-winning text work is the only advanced practice nursing text to present effective, systematic, and in-depth evaluations of all aspects of health care quality. Comprehensive in scope, it distills best practice information from numerous sources to facilitate utmost competency for APN and DNP graduates. The third edition keeps pace with the rapidly evolving healthcare market by presenting a more comprehensive range of evaluation strategies for analyzing quality, safety, and value in healthcare practice and programs. It provides a completely new chapter on evaluation of simulation programs to improve clinician competency and patient care technology. An increased focus on the application of quality improvement is woven throughout, including the quality improvement-research continuum and an emphasis on interdisciplinary collaboration and teamwork. New case studies, specific examples from a variety of QI projects, and content specifically geared to improve teamwork also add to the book’s outstanding value. The text also delves into the theoretical basis of evaluation and its application as an integral part of contemporary practice. It includes evaluation models that enable nurses to address economic and financial viability, and guides readers through the translation of outcomes from evaluation into health care policy. Additionally, the text now includes PowerPoints for instructors. New to the Third Edition: New chapter: Evaluation of Simulation to Support Ongoing Competency in the HC Workforce Additional case studies and specific examples from QI projects Increased focus on teamwork and collaboration Enhanced discussion of theoretical foundations of evaluation approaches New focus on program evaluation and dissemination of findings Key Features: Addresses AACN competencies and scope of practice Helps students integrate best and evidence-based practices into care Provides guidance on practical methods and tools for Quality Improvement Project Presents evaluation models enabling nurses to address economic and financial viability Includes evaluations of organizations, systems, standards for practice, health care redesign, and the challenges of electronic medical records
Book Synopsis CMMI for Services Version 1.3 by : CMMI Product Team
Download or read book CMMI for Services Version 1.3 written by CMMI Product Team and published by Lulu.com. This book was released on 2011 with total page 522 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Computing Handbook, Third Edition by : Heikki Topi
Download or read book Computing Handbook, Third Edition written by Heikki Topi and published by CRC Press. This book was released on 2014-05-14 with total page 1526 pages. Available in PDF, EPUB and Kindle. Book excerpt: Computing Handbook, Third Edition: Information Systems and Information Technology demonstrates the richness and breadth of the IS and IT disciplines. The second volume of this popular handbook explores their close links to the practice of using, managing, and developing IT-based solutions to advance the goals of modern organizational environments. Established leading experts and influential young researchers present introductions to the current status and future directions of research and give in-depth perspectives on the contributions of academic research to the practice of IS and IT development, use, and management Like the first volume, this second volume describes what occurs in research laboratories, educational institutions, and public and private organizations to advance the effective development and use of computers and computing in today’s world. Research-level survey articles provide deep insights into the computing discipline, enabling readers to understand the principles and practices that drive computing education, research, and development in the twenty-first century.
Book Synopsis Handbook of Service Science by : Paul P. Maglio
Download or read book Handbook of Service Science written by Paul P. Maglio and published by Springer Science & Business Media. This book was released on 2010-06-14 with total page 758 pages. Available in PDF, EPUB and Kindle. Book excerpt: As the service sector expands into the global economy, a new science of service is emerging, one that is dedicated to encouraging service innovation by applying scientific understanding, engineering discipline, and management practice to designing, improving, and scaling service systems. Handbook of Service Science takes the first major steps to clarifying the definition, role, and future of this nascent field. Incorporating work by scholars from across the spectrum of service research, the volume presents multidisciplinary perspectives on the nature and theory of service, on current research and practice in design, operations, delivery, and innovation of service, and on future opportunities and potential of service research. Handbook of Service Science provides a comprehensive reference suitable for a wide-reaching audience including researchers, practitioners, managers, and students who aspire to learn about or to create a deeper scientific foundation for service design and engineering, service experience and marketing, and service management and innovation.
Book Synopsis Life Care Planning and Case Management Handbook, Third Edition by : Roger O. Weed
Download or read book Life Care Planning and Case Management Handbook, Third Edition written by Roger O. Weed and published by CRC Press. This book was released on 2004 with total page 757 pages. Available in PDF, EPUB and Kindle. Book excerpt: Life Care Planning and Case Management Handbook, Second Edition brings together the many concepts, beliefs, and procedures regarding life care plans into one state-of-the-art publication. This second edition of a bestseller is focused on prioritizing and managing the spectrum of services for people with serious medical problems and their families. Keeping up with advances in the field, this is the most comprehensive reference for everyone concerned with coordinating, evaluating, assessing, and monitoring care.
Book Synopsis Key Concepts in Hospitality Management by : Roy C Wood
Download or read book Key Concepts in Hospitality Management written by Roy C Wood and published by SAGE. This book was released on 2013-02-01 with total page 204 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Accessibly written and thoughtfully edited, making it essential reading for those studying hospitality and embarking on a career in the industry." - Peter Lugosi, Oxford School of Hospitality Management "This text is a fascinating read... Roy Wood has spent 25 years teaching, researching and writing on the hospitality industry - much of that learning is here in this book." - Erwin Losekoot, Auckland University of Technology "All different aspects of the hospitality industry are elaborated on... All in all a wonderful course book for for our students!" - Claudia Rothwangl, ITM College This book covers the major concepts students are likely to encounter throughout their study within the hospitality management, giving a comprehensive and up-to-date overview as well as providing engaging everyday examples from around the world. A leading figure in the field, Roy Wood has successfully gathered international contributors with direct experience of hospitality management and the hospitality industry as a whole, ensuring the academic, geographical and practical integrity of the book. Key Concepts in Hospitality Management is written for undergraduate students and those studying short postgraduate or executive education courses in hospitality management, events management, tourism management and leisure management.
