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Delivering Quality Training
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Download or read book Good Services written by Louise Downe and published by BIS Publishers. This book was released on 2020-03-03 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Delivering Quality Service by : Valarie A. Zeithaml
Download or read book Delivering Quality Service written by Valarie A. Zeithaml and published by Simon and Schuster. This book was released on 2010-05-11 with total page 185 pages. Available in PDF, EPUB and Kindle. Book excerpt: Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time. Customer expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track. The authors' groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations.
Book Synopsis Designing and Delivering Training for Groups by : David Leigh
Download or read book Designing and Delivering Training for Groups written by David Leigh and published by Kogan Page Publishers. This book was released on 1996 with total page 196 pages. Available in PDF, EPUB and Kindle. Book excerpt: A practical and instantly applicable guide to training in groups, regardless of size, this book is divided into two parts. In part one, Course Development, objectives and lesson plans are drawn up, teaching methods examined, and the importance of the training environment and available visual aids are discussed. Part two, Course Delivery, concentrates on effectively delivering the course and assessing its success. Throughout the book, sections on advantages, disadvantages, checklists and do's and don'ts deliver succinct, sound advice.
Book Synopsis OECD Rural Studies Delivering Quality Education and Health Care to All Preparing Regions for Demographic Change by : OECD
Download or read book OECD Rural Studies Delivering Quality Education and Health Care to All Preparing Regions for Demographic Change written by OECD and published by OECD Publishing. This book was released on 2021-03-05 with total page 220 pages. Available in PDF, EPUB and Kindle. Book excerpt: COVID-19 has put renewed focus on the importance of addressing longstanding challenges that OECD governments face in delivering public services, especially in regions with people spread over a wider area where economies of scale are more difficult to achieve. The physical infrastructure needed to provide good quality education and health services can be more complex and expensive in rural and remote regions that also struggle to attract and retain education and health care professionals.
Author :Management Association, Information Resources Publisher :IGI Global ISBN 13 :152255632X Total Pages :2283 pages Book Rating :4.5/5 (225 download)
Book Synopsis Teacher Training and Professional Development: Concepts, Methodologies, Tools, and Applications by : Management Association, Information Resources
Download or read book Teacher Training and Professional Development: Concepts, Methodologies, Tools, and Applications written by Management Association, Information Resources and published by IGI Global. This book was released on 2018-05-04 with total page 2283 pages. Available in PDF, EPUB and Kindle. Book excerpt: Regardless of the field or discipline, technology is rapidly advancing, and individuals are faced with the challenge of adapting to these new innovations. To remain up-to-date on the current practices, teachers and administrators alike must constantly stay informed of the latest advances in their fields. Teacher Training and Professional Development: Concepts, Methodologies, Tools, and Applications contains a compendium of the latest academic material on the methods, skills, and techniques that are essential to lifelong learning and professional advancement. Including innovative studies on teaching quality, pre-service teacher preparation, and faculty enrichment, this multi-volume book is an ideal source for academics, professionals, students, practitioners, and researchers.
Book Synopsis Skills and Training Directory by : Institute of Management
Download or read book Skills and Training Directory written by Institute of Management and published by Kogan Page Publishers. This book was released on 2003 with total page 484 pages. Available in PDF, EPUB and Kindle. Book excerpt: A guide to current best practice and new thinking at all levels, and a directory of the wide-ranging sources of information and support available to anyone involved in human resource development. This revised edition covers new trends, preparing for future skills requirements and applications.
Author :United States. Congress. House. Committee on Transportation and Infrastructure. Subcommittee on Railroads, Pipelines, and Hazardous Materials Publisher : ISBN 13 : Total Pages :288 pages Book Rating :4.:/5 (318 download)
Book Synopsis Railroad and Hazardous Materials Transportation Programs by : United States. Congress. House. Committee on Transportation and Infrastructure. Subcommittee on Railroads, Pipelines, and Hazardous Materials
Download or read book Railroad and Hazardous Materials Transportation Programs written by United States. Congress. House. Committee on Transportation and Infrastructure. Subcommittee on Railroads, Pipelines, and Hazardous Materials and published by . This book was released on 2011 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Redesigning Continuing Education in the Health Professions by : Institute of Medicine
Download or read book Redesigning Continuing Education in the Health Professions written by Institute of Medicine and published by National Academies Press. This book was released on 2010-03-12 with total page 296 pages. Available in PDF, EPUB and Kindle. Book excerpt: Today in the United States, the professional health workforce is not consistently prepared to provide high quality health care and assure patient safety, even as the nation spends more per capita on health care than any other country. The absence of a comprehensive and well-integrated system of continuing education (CE) in the health professions is an important contributing factor to knowledge and performance deficiencies at the individual and system levels. To be most effective, health professionals at every stage of their careers must continue learning about advances in research and treatment in their fields (and related fields) in order to obtain and maintain up-to-date knowledge and skills in caring for their patients. Many health professionals regularly undertake a variety of efforts to stay up to date, but on a larger scale, the nation's approach to CE for health professionals fails to support the professions in their efforts to achieve and maintain proficiency. Redesigning Continuing Education in the Health Professions illustrates a vision for a better system through a comprehensive approach of continuing professional development, and posits a framework upon which to develop a new, more effective system. The book also offers principles to guide the creation of a national continuing education institute.
Book Synopsis Reengineering the Training Function by : Donald Shandler
Download or read book Reengineering the Training Function written by Donald Shandler and published by CRC Press. This book was released on 2024-11-01 with total page 300 pages. Available in PDF, EPUB and Kindle. Book excerpt: If you have questions about how to meet the demands of the new economy, corporate and organizational agendas, and the changing workplace you will find the answers in this well-written and concise book. Reengineering the Training Function provides a plan of action rich in strategies and tactics, full of specific guidelines and tools that can be put to use immediately. Learn how successful business reengineering and training practices parallel the reengineering of business processes. Any business that wants to remain competitive in a global marketplace will find this book relevant. Put these guidelines to work immediately to conduct a strategic training audit prior to initiating any reengineering process. You can change the process of training and control the new continuous learning organization with Reengineering the Training Function.
Download or read book DOE this Month written by and published by . This book was released on 1996 with total page 238 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Institutional Strengthening: Building Strong Management Processes by :
Download or read book Institutional Strengthening: Building Strong Management Processes written by and published by Catholic Relief Services. This book was released on with total page 782 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Internationalization in Vocational Education and Training by : Ly Thi Tran
Download or read book Internationalization in Vocational Education and Training written by Ly Thi Tran and published by Springer. This book was released on 2017-01-11 with total page 268 pages. Available in PDF, EPUB and Kindle. Book excerpt: This edited book addresses a range of aspects of internationalization in vocational education and training (VET) in different countries. It considers the impact of internationalization and student mobility on VET at the sectoral, institutional and individual levels as the sector emerges as a key tool for social and structural change in developing nations and as a flexible and entrepreneurial means of growth in developed nations. The book explores not only the effects of the neo-liberal market principle underpinning VET practices and reforms, but importantly considers internationalization as a powerful force for change in vocational education and training. As the first volume in the world that examines internationalization practices in VET, the book provides VET and international education policymakers, practitioners, researchers and educators with both conceptual knowledge and practical insights into the implementation of internationalization in VET.
Download or read book Career Moves written by Dondi Scumaci and published by Charisma Media. This book was released on 2010 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: This work is aimed at those employees who are ready to take personal responsibility for their development and create their own opportunity.
Book Synopsis Prevention Science in School Settings by : Kris Bosworth
Download or read book Prevention Science in School Settings written by Kris Bosworth and published by Springer. This book was released on 2015-11-24 with total page 378 pages. Available in PDF, EPUB and Kindle. Book excerpt: This straightforward volume makes a strong, practical, research-based case for integrating prevention programs into middle and high schools. Written by experts in prevention science and education, it examines educational goals and prevention of risky behaviors as parallel and complementary processes and provides evidence for health-promoting schools as a critical forum for student development. Chapters show the benefits of this collaboration, as instructors engage with prevention content, prevention scientists study schools and create interventions, and counselors develop and implement activities, resulting in improved academic, social, and health outcomes. Examples of successful prevention strategies address personal and public health issues as varied as substance abuse, dating violence, dropping out, and suicide. Among the topics covered: Engaging school leaders in prevention Developing school-based prevention curricula Scaling up evidence-based prevention interventions and practices Conducting prevention research and evaluation in schools Promoting a positive school climate and culture Reducing disruptive behavior, violence, and bullying Child and school psychologists, administrators, teachers, school counselors, and prevention specialists will find significant common ground in Prevention Science in School Settings. The breadth and depth of coverage point to new, multidisciplinary directions in health education, school climate/culture, and positive youth development.
Book Synopsis EBK: Services Marketing: Integrating Customer Service Across the Firm 4e by : Alan Wilson
Download or read book EBK: Services Marketing: Integrating Customer Service Across the Firm 4e written by Alan Wilson and published by McGraw Hill. This book was released on 2020-10-07 with total page 539 pages. Available in PDF, EPUB and Kindle. Book excerpt: Successful businesses recognize that the development of strong customer relationships through quality service (and services) as well as implementing service strategies for competitive advantage are key to their success. In its fourth European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive Gaps model at the center of this approach. The new edition draws on the most recent research, and using up-todate and topical examples, the book focuses on the development of customer relationships through service, outlining the core concepts and theories in services marketing today. New and updated material in this new edition includes: • New content related to human resource strategies, including coverage of the role of robots and chatbots for delivering customer-focused services. • New coverage on listening to customers through research, big data, netnography and monitoring user-generated content. • Increased technology, social media and digital coverage throughout the text, including the delivery of services using mobile and digital platforms, as well as through the Internet of Things. • Brand new examples and case studies added from global and innovative companies including Turkish Airlines, Volvo, EasyJet and McDonalds. Available with McGraw-Hill’s Connect®, the well-established online learning platform, which features our award-winning adaptive reading experience as well as resources to help faculty and institutions improve student outcomes and course delivery efficiency.
Book Synopsis EBOOK: Services Marketing: Integrating Customer Focus Across the Firm by : Alan Wilson
Download or read book EBOOK: Services Marketing: Integrating Customer Focus Across the Firm written by Alan Wilson and published by McGraw Hill. This book was released on 2016-01-16 with total page 558 pages. Available in PDF, EPUB and Kindle. Book excerpt: European economies are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. In its third European edition, Services Marketing: Integrating Customer Focus across the Firm provides full coverage of the foundations of services marketing, placing the distinctive gaps model at the center of this approach. Drawing on the most recent research and using up-to-date and topical examples, the book focuses on the development of customer relationships through quality service, out lining the core concepts and theories in services marketing today. New and updated material in this new edition include: · - New content on the role of digital marketing and social media has been added throughout to reflect the latest developments in this dynamic field · - Increased coverage of Service dominant logic regarding the creation of value and the understanding of customer relationships · - New examples and case studies added from global and innovative companies including AirBnB, IKEA, Disneyland, Scandinavia Airlines, and Skyscanner
Book Synopsis A Leadership Guide for Volunteer Fire Departments by : Jack W. Snook
Download or read book A Leadership Guide for Volunteer Fire Departments written by Jack W. Snook and published by Jones & Bartlett Learning. This book was released on 2011-08-23 with total page 145 pages. Available in PDF, EPUB and Kindle. Book excerpt: This must have resource examines the challenges of providing volunteer fire protection in modern day America. Readers are guided through a process of self-assessment and planning using case studies and activity worksheets. Skills and strategies are developed, yielding practical assistance to those charged with leading a volunteer fire department.
