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Gower Handbook Of Customer Service
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Book Synopsis Gower Handbook of Customer Service by : Peter Murley
Download or read book Gower Handbook of Customer Service written by Peter Murley and published by Gower Publishing, Ltd.. This book was released on 1997 with total page 660 pages. Available in PDF, EPUB and Kindle. Book excerpt: This new Gower Handbook covers an area of management that is now regarded as fundamental to the success of any organization, whether it is in the private or the public sector. A team of experienced professionals and practising managers have pooled their expertise to provide nearly 50 chapters of current best practice in all aspects of customer service management, making this a valuable addition to the renowned Gower Handbook series.
Book Synopsis Gower Handbook of Call and Contact Centre Management by : Natalie Calvert
Download or read book Gower Handbook of Call and Contact Centre Management written by Natalie Calvert and published by Gower Publishing, Ltd.. This book was released on 2004 with total page 378 pages. Available in PDF, EPUB and Kindle. Book excerpt: This handbook provides an important tool in understanding and dealing with a wide range of management issues in call centres and contact centres.
Book Synopsis Gower Handbook of Supply Chain Management by : John Gattorna
Download or read book Gower Handbook of Supply Chain Management written by John Gattorna and published by Routledge. This book was released on 2017-03-02 with total page 833 pages. Available in PDF, EPUB and Kindle. Book excerpt: The ability to build and also maintain a world class logistics and distribution network is an essential ingredient in the success of the world's leading businesses, but keeping pace with changes in your sector and in others is hard to do. With the Gower Handbook of Supply Chain Management you will need to look no further. Written by a team of leading consultants with contributions from leading academic experts, this book will help you to keep pace with the latest global developments in supply chain management and logistics, and plan for the future. This book has over thirty chapters with detailed accounts of key topics and the latest developments, from e-collaboration and CRM integration, to reverse logistics and strategic sourcing, and includes case studies from Asia, Europe and North America. It looks at all aspects of operational excellence in logistics and supply chain management. The Gower Handbook of Supply Chain Management will help managers to benchmark their operations against the best-of-breed supply chains across the world. It provides a unique single source of expert opinion and experience.
Book Synopsis Gower Handbook of Internal Communication by : Marc Wright
Download or read book Gower Handbook of Internal Communication written by Marc Wright and published by CRC Press. This book was released on 2016-04-22 with total page 496 pages. Available in PDF, EPUB and Kindle. Book excerpt: A comprehensive guide to managing communication within organizations, the Handbook recognises Internal Communication's continued growth as a management discipline. It is aimed at leaders who want insight into IC techniques for use in both day-to-day operational and change situations, for example, and also at the communication specialist seeking shared wisdom and new ideas. Early chapters examine changes in the strategic context in which today's IC departments are operating. These include organizations' increasing need for innovation and responsiveness in a superfast changing environment; employees' increasing assertion of rights and personal requirements at work; management's increasing recognition of the importance of corporate reputation/brand value, particularly how to sustain and extend it; and finally, the effects on work and management patterns of digital communication. Step-by-step guides introduce you to creating IC strategies and to carrying out research and measurement.
Book Synopsis Gower Handbook of People in Project Management by : Lindsay Scott
Download or read book Gower Handbook of People in Project Management written by Lindsay Scott and published by Routledge. This book was released on 2016-04-22 with total page 1211 pages. Available in PDF, EPUB and Kindle. Book excerpt: Modern projects are all about one group of people delivering benefits to others, so it's no surprise that the human element is fundamental to project management. The Gower Handbook of People in Project Management is a complete guide to the human dimensions involved in projects. The book is a unique and rich compilation of over 60 chapters about project management roles and the people who sponsor, manage, deliver, work in or are otherwise important to project success. It looks at the people-issues that are specific to different sectors of organization (public, private and third sector); the organization of people in projects, both real and virtual; the relationship between people, their roles and the project environment; and the human behaviours and skills associated with working collaboratively. Thus this comprehensive and innovative handbook discusses all the important topics associated with employing, developing and managing people for successful projects. The contributors have been drawn from around the world and include experts ranging from practising managers to academics and advanced researchers. The Handbook is divided into six parts, which begin with management and project organization and progress through to more advanced and emerging practices. It benefits hugely from Lindsay Scott’s expert knowledge and experience in this field and from Dennis Lock’s contributions and meticulous editing to ensure that the text and illustrations are always lucid and informative.
Book Synopsis Gower Handbook of Leadership and Management Development by : Richard Thorpe
Download or read book Gower Handbook of Leadership and Management Development written by Richard Thorpe and published by CRC Press. This book was released on 2016-04-22 with total page 612 pages. Available in PDF, EPUB and Kindle. Book excerpt: On few occasions in the history of modern management have leadership skills been in such sharp focus as they are now. The ability to direct often very large and diverse organizations; to make sense of the complex and turbulent markets and environments in which you operate; and to adapt and learn seems at an all time premium. The premise behind the fifth edition of this influential Handbook is that leadership, management and organizational development are all parts of the same process; enhancing the capacity of organizations, whatever their size, and the people within them to achieve their purpose. To this end, the editors have brought together a who's who of current writers on leadership and development and created the definitive single volume guide to the subject. The perspectives that the text provides to leadership, learning and development, embrace the formal and the informal, cultures and case examples from organizations of all kinds; and offers readers a rigorous, readable and, where appropriate, ground-breaking book. In the 14 years since the fourth edition of this classic book, very much has changed. But the need for this Handbook is as strong as ever and the Fifth Edition of Gower Handbook of Leadership and Management Development is set to become a definitive read for senior managers and those who develop them and an essential reader for the management students aspiring to become the next generation of leaders.
Book Synopsis Gower Handbook of Quality Management by : Matt Seaver
Download or read book Gower Handbook of Quality Management written by Matt Seaver and published by Gower Publishing, Ltd.. This book was released on 2003 with total page 548 pages. Available in PDF, EPUB and Kindle. Book excerpt: Drawing on the enormous experience and expertise of the contributors, who are all renowned in their fields. The third edition has been reorganized according to the well-known quality concept of Plan-Do-Check-Act, reflecting the way in which businesses should, ideally, be working if they are to achieve quality excellence. The text has been developed from its original leaning towards engineering to make it applicable for businesses in general.Each chapter provides sufficient information to enable managers to gauge the importance and usefulness of the subjects covered. The additions have made the third edition of the Gower Handbook of Quality Management even more useful than its predecessors.
Book Synopsis Gower Handbook of Call and Contact Centre Management by : Natalie Calvert
Download or read book Gower Handbook of Call and Contact Centre Management written by Natalie Calvert and published by Routledge. This book was released on 2017-05-15 with total page 368 pages. Available in PDF, EPUB and Kindle. Book excerpt: Call centres and contact centres form an important and rapidly growing part of today's business world. They present a range of management challenges, from strategic decisions about how to develop a customer strategy, business planning, through to detailed considerations of staffing levels and appropriate technology. This new handbook, the first of its kind, provides a unique insight giving expert opinions on how to get the most out of your contact centre operations. Natalie Calvert, a specialist in the field, has brought together a team of 35 experienced practitioners who provide invaluable knowledge, share their experiences and draw on real-life examples to suggest practical solutions on a wide range of topics. This handbook is an indispensible guide and reference for call and contact centre managers, HR specialists and senior executives responsible for marketing, sales or customer services. The handbook is divided into six parts: I The business plan II The people factor III Contact centre technology IV Standards, processes, and outsourcing V Building profitable customer relationships VI The future.
Book Synopsis Gower Handbook of Project Management by : Rodney Turner
Download or read book Gower Handbook of Project Management written by Rodney Turner and published by Routledge. This book was released on 2016-04-22 with total page 578 pages. Available in PDF, EPUB and Kindle. Book excerpt: This Handbook was the first APM Body of Knowledge Approved title for the Association for Project Management. Over the course of five editions, Gower Handbook of Project Management has become the definitive desk reference for project management practitioners. The Handbook gives an introduction to, and overview of, the essential knowledge required for managing projects. The team of expert contributors, selected to introduce the reader to the knowledge and skills required to manage projects, includes many of the most experienced and highly regarded international writers and practitioners. The Fifth Edition has been substantially restructured. All but two of the authors are new, reflecting the fast-changing and emerging perspectives on projects and their management. The four sections in the book describe: ¢ Projects, their context, value and how they are connected to organizational strategy; ¢ Performance: describing how to manage the delivery of the project, covering scope, quality, cost, time, resources, risk and sustainability ¢ Process: from start up to close down ¢ Portfolio: the project and its relationship to the organization The discrete nature of each chapter makes this Handbook a wonderful source of advice and background theory that is easy to consult. Gower Handbook of Project Management is an encyclopaedia for the discipline and profession of project management; a bible for project clients, contractors and students.
Book Synopsis Gower Handbook of Purchasing Management by : Marc Day
Download or read book Gower Handbook of Purchasing Management written by Marc Day and published by Gower Publishing, Ltd.. This book was released on 2002 with total page 424 pages. Available in PDF, EPUB and Kindle. Book excerpt: This handbook covers the entire spectrum of purchasing, from policy and organization to systems, procedures and techniques. This third edition reflects recent developments in purchasing Europe-wide and covers TQM, EDI and environmental issues.
Book Synopsis Gower Handbook of Internal Communication by : Eileen Scholes
Download or read book Gower Handbook of Internal Communication written by Eileen Scholes and published by Gower Publishing, Ltd.. This book was released on 1997 with total page 490 pages. Available in PDF, EPUB and Kindle. Book excerpt: Employee commitment can mean the difference between success and disaster. So internal communication is now a key issue for senior management. This new Gower Handbook recognises IC's emergence as a new management discipline. It is aimed both at the generalist manager who needs to come to terms with the theoretical and technical aspects of internal communication, and the media specialist now seeking wider management skills and perspectives.Early chapters examine changes in IC's strategic context. These include organizations' increasing need for innovation and flexibility; the disappearance of 'loyalty' among employees; growing recognition of the importance of corporate 'brand' and how to sustain it; and the effects on traditional work and management patterns of new computer networks. Step-by-step guides introduce the reader to creating IC strategies and to carrying out research and measurement. Over 45 communication techniques, from team meetings to web sites, are evaluated for use in differing circumstances. The Handbook also looks at how to set about developing good communicators; and finally presents 16 practical case studies in key application areas. Organizations featured are all leaders in their field, among them Andersen Consulting, The Body Shop, BP Chemicals, IBM, The Boots Company, Glaxo Operations, Rover, SmithKline Beecham, WH Smith and Unigate Dairies.Eileen Scholes and her team have compiled what is probably the most comprehensive - and is certainly the most authoritative - guide available to the principles and practice of internal communication.
Book Synopsis Gower Handbook of Marketing by : Michael J. Thomas
Download or read book Gower Handbook of Marketing written by Michael J. Thomas and published by Gower Publishing, Ltd.. This book was released on 1995 with total page 688 pages. Available in PDF, EPUB and Kindle. Book excerpt: This edition has been revised to include new chapters on subjects as diverse as relationship marketing and international marketing research. The 36 contributors are all acknowledged leaders in their chosen field, with practical experience of marketing.
Book Synopsis Practical Handbook of CUSTOMER SERVICE OPERATIONS by : Warren Blanding
Download or read book Practical Handbook of CUSTOMER SERVICE OPERATIONS written by Warren Blanding and published by Springer Science & Business Media. This book was released on 2012-12-06 with total page 573 pages. Available in PDF, EPUB and Kindle. Book excerpt: Even the most casual reader leafing through the pages of this book will quickly realize that it is not the thoughts of one indi vidual set down on paper, but rather the synergism of many people. Herbert Goeler of American Cyanamid and Keith Slater of Johns-Manville, the latter now retired, are certainly the brightest stars in my particular customer service galaxy. They have been well-springs of information, thinkers and thought starters, friends and fellow-believers, for almost two decades. Without the encouragement and inspiration they gave me, this book would be much shorter and far less relevant. In 1984, my firm presented Herb and Keith with our special "Patron Saint" Award; it doesn't say nearly enough for what they have meant to me personally and, through me, to the field of customer service management where I disseminate ideas and guidance as an editor and teacher. Some years ago, the American Management Associations asked me to chair a series of seminars on Customer Service Management in the U. S. and Canada. Through this activity I met many wonderful people who in many cases taught me more than I taught them.
Book Synopsis Managing Customer Service by : Jenny Hayes
Download or read book Managing Customer Service written by Jenny Hayes and published by Gower Publishing, Ltd.. This book was released on 1998 with total page 196 pages. Available in PDF, EPUB and Kindle. Book excerpt: Jenny Hayes and Frances Dredge offer a concise introduction to the business reasons for building good relationships with customers, and also examine the management framework of customer service.
Book Synopsis The Handbook of Customer Satisfaction and Loyalty Measurement by : Nigel Hill
Download or read book The Handbook of Customer Satisfaction and Loyalty Measurement written by Nigel Hill and published by Routledge. This book was released on 2017-03-02 with total page 349 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer satisfaction and loyalty are becoming increasingly important to most organizations since the financial benefits from improving them have been well documented. This book presents a thorough examination of how to use research to understand customer satisfaction and loyalty. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. These include project planning, communicating with customers before, during and after the survey, as well as providing internal feedback and taking effective action to address issues raised by the survey. There is also comprehensive coverage of loyalty measurement methodologies as well as the satisfaction-profit chain and associated modelling and forecasting techniques.
Book Synopsis Gower Handbook of Discrimination at Work by : Dr Hazel Conley
Download or read book Gower Handbook of Discrimination at Work written by Dr Hazel Conley and published by Gower Publishing, Ltd.. This book was released on 2012-09-28 with total page 345 pages. Available in PDF, EPUB and Kindle. Book excerpt: Workplace discrimination is an experience that, despite four decades of equality legislation, continues to blight the lives of thousands every year. Discrimination persists on the protected grounds of sex, race, disability, age, sexual orientation, religion or belief and gender reassignment, as well as where no legal protection exists such as in relation to class background or migration status. The Handbook discusses recent changes in equality legislation as well as considering the limitations of legal frameworks in addressing inequality. However, complying with the law is only the first step towards addressing discrimination in the workplace, and the book goes beyond the law and provides evidence of good practice in promoting organisational culture change, as well as considering future directions for policy on equality action. The Gower Handbook of Discrimination at Work looks at both social justice and business case perspectives, and its message is not a negative one. The contributors have considerable depth of understanding of workplace discrimination, both as academics and equality practitioners, their work has contributed to policy formation and all are committed to improving the lives of people at work. They offer insights into existing international developments and make suggestions for the ways in which positive change can be realised. Practitioners, such as human resources professionals and other managers involved in addressing equality at work, trade unionists, equality trainers, and academics concerned with researching or teaching in the areas of employment and equality will all find this book of interest. Furthermore, it will be of value to students in the fields of business and management, employment law, equality and diversity and human resource management.
Book Synopsis Gower Handbook of People in Project Management by : Lindsay Scott
Download or read book Gower Handbook of People in Project Management written by Lindsay Scott and published by Routledge. This book was released on 2016-04-22 with total page 906 pages. Available in PDF, EPUB and Kindle. Book excerpt: Modern projects are all about one group of people delivering benefits to others, so it's no surprise that the human element is fundamental to project management. The Gower Handbook of People in Project Management is a complete guide to the human dimensions involved in projects. The book is a unique and rich compilation of over 60 chapters about project management roles and the people who sponsor, manage, deliver, work in or are otherwise important to project success. It looks at the people-issues that are specific to different sectors of organization (public, private and third sector); the organization of people in projects, both real and virtual; the relationship between people, their roles and the project environment; and the human behaviours and skills associated with working collaboratively. Thus this comprehensive and innovative handbook discusses all the important topics associated with employing, developing and managing people for successful projects. The contributors have been drawn from around the world and include experts ranging from practising managers to academics and advanced researchers. The Handbook is divided into six parts, which begin with management and project organization and progress through to more advanced and emerging practices. It benefits hugely from Lindsay Scott’s expert knowledge and experience in this field and from Dennis Lock’s contributions and meticulous editing to ensure that the text and illustrations are always lucid and informative.
