Managing Services

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Managing The Professional Service Firm

Author : David H. Maister
Publisher : Simon and Schuster
ISBN 13 : 1471109658
Total Pages : 479 pages
Book Rating : 4.4/5 (711 download)

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Book Synopsis Managing The Professional Service Firm by : David H. Maister

Download or read book Managing The Professional Service Firm written by David H. Maister and published by Simon and Schuster. This book was released on 2012-12-11 with total page 479 pages. Available in PDF, EPUB and Kindle. Book excerpt: Professional service firms differ from other business enterprises in two distinct ways: first they provide highly customised services thus cannot apply many of the management principles developed for product-based industries. Second, professional services are highly personalised, involving the skills of individuals. Such firms must therefore compete not only for clients but also for talented professionals. Drawing on more than ten years of research and consulting to these unique and creative companies, David Maister explores issues ranging from marketing and business development to multinational strategies, human resources policies to profit improvement, strategic planning to effective leadership. While these issues can be complex, Maister simplifies them by recognising that 'every professional service firm in the world, regardless of size, specific profession, or country of operation, has the same mission statement: outstanding service to clients, satisfying careers for its people and financial success for its owners.'

Managing Services

Author : Alan Nankervis
Publisher : Cambridge University Press
ISBN 13 : 9781139445115
Total Pages : 380 pages
Book Rating : 4.4/5 (451 download)

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Book Synopsis Managing Services by : Alan Nankervis

Download or read book Managing Services written by Alan Nankervis and published by Cambridge University Press. This book was released on 2005-10-27 with total page 380 pages. Available in PDF, EPUB and Kindle. Book excerpt: The rapid increase in global services during the last few decades is without doubt one of the most challenging social, cultural, political, and especially economic, forces of our time. Services have supplanted agriculture, manufacturing and resources, as the primary source of international competitive advantage in many countries, providing wealth, employment, and almost unlimited future opportunities for growth, whether in traditional or more innovative forms. This book explores the strategic management of services through an Integrated Services Management Model which links operational, marketing, financial and human resource management functions, within a broad and diverse collection of international, regional, and local service contexts. It contains numerous case examples, student projects and exercises, designed to illustrate common problems and innovative approaches, with a particular focus on the Asia Pacific and Australasian regions.

Managing the IT Services Process

Author : Noel Bruton
Publisher : Routledge
ISBN 13 : 0750657235
Total Pages : 244 pages
Book Rating : 4.7/5 (56 download)

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Book Synopsis Managing the IT Services Process by : Noel Bruton

Download or read book Managing the IT Services Process written by Noel Bruton and published by Routledge. This book was released on 2004 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt: Managing the IT Service Processis the first book of its kind to recognize the truth of IT Service delivery. It takes the overall view of the service management process and links together the elements of service level management, systems availability, costs and benchmarking, and the helpdesk. In the last 5 years there has been a major structural shift in the IT industry with the traditional position of Helpdesk Manager being replaced by a new function of IT Services Manager. The industry is now concentrating on the formulation of an end-to-end service process that replaces the previous norm of several disparate and non-integrated sections in an IT department such as the helpdesk, applications maintenance, operations, development procurement and systems management. Managers are focusing on a totality of management so they can correlate costs and processes and offer their customers an integrated service. Managing the IT Services Processis an instructional manual written by an acknowledged industry expert and includes techniques, charts, methods, case studies and anecdotes to support the text. The author encourages the reader to formulate an end-to-end IT service process by using a step by step approach. The text describes and encourages integration in IT and therefore will be useful for managers involved in the unified process.

Managing Service Operations

Author : Bill Hollins
Publisher : SAGE
ISBN 13 : 1848604661
Total Pages : 312 pages
Book Rating : 4.8/5 (486 download)

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Book Synopsis Managing Service Operations by : Bill Hollins

Download or read book Managing Service Operations written by Bill Hollins and published by SAGE. This book was released on 2006-09-18 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: `Bill Hollins continues his practical investigation of design in the service sector. In this new book with Sadie Shinkins, he provides a down to earth approach to an important topic in the field′ - Naomi Gornick, Honorary Professor, University of Dundee Guiding readers through each stage in the design and implementation of service operations, this book combines lively examples that are easy to relate to with clearly explained theory. Throughout, chapters contain pedagogical features that will help students to get the most from the ideas and examples being presented in the book. They include: - Chapter objectives; - Short cases; - Student exercises; - Chapter summaries; - Further reading section; - A glossary of key terms.

Managing Information Services

Author : Jo Bryson
Publisher : Routledge
ISBN 13 : 1317101553
Total Pages : 493 pages
Book Rating : 4.3/5 (171 download)

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Book Synopsis Managing Information Services by : Jo Bryson

Download or read book Managing Information Services written by Jo Bryson and published by Routledge. This book was released on 2016-05-05 with total page 493 pages. Available in PDF, EPUB and Kindle. Book excerpt: This fourth edition of Jo Bryson's highly regarded Managing Information Services has been thoroughly revised with an emphasis on innovation. Operating in a digital era, libraries must innovate to survive and grow. This means librarians having radical ideas which challenge the status quo, shifting strategic directions to change the way services are managed, and developing new skills and knowledge. Challenges include developing new uses for floorspace, where shelving is being replaced by mobile networking, and new practices and procedures for managing new products such as e-books and self-service. Libraries can achieve long term sustainability by information managers having more creative responses and developing innovative thinking. Essential reading for information students, this text also serves as a comprehensive and detailed reference on the key management topics for information service managers.

Leading and Managing Health Services

Author : Gary E. Day
Publisher : Cambridge University Press
ISBN 13 : 131638148X
Total Pages : 395 pages
Book Rating : 4.3/5 (163 download)

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Book Synopsis Leading and Managing Health Services by : Gary E. Day

Download or read book Leading and Managing Health Services written by Gary E. Day and published by Cambridge University Press. This book was released on 2015-09-03 with total page 395 pages. Available in PDF, EPUB and Kindle. Book excerpt: Leading and Managing Health Services: An Australasian Perspective provides a comprehensive overview of leadership and management in health services with a particular focus on the Australasian context. This text aims to help students develop leadership and management skills, and to critically analyse the issues they will face in practical health service settings. The book features a contemporary approach to learning, in line with the Health LEADS Australia framework which focuses on five key leadership attributes: Leads self, Engages systems, Achieves outcomes, Drives innovations and Shapes systems. Further, it offers a rich pedagogy both in the text and companion website. Chapters include case studies to provide examples of management and leadership issues in healthcare settings, and a wealth of reflective, short answer and multiple-choice questions to extend student learning. Written by respected Australian academics and industry experts, this text will equip health professional students with practical skills to successfully manage change and innovation.

Cases on Managing E-Services

Author : Scupola, Ada
Publisher : IGI Global
ISBN 13 : 1605660655
Total Pages : 324 pages
Book Rating : 4.6/5 (56 download)

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Book Synopsis Cases on Managing E-Services by : Scupola, Ada

Download or read book Cases on Managing E-Services written by Scupola, Ada and published by IGI Global. This book was released on 2008-10-31 with total page 324 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This book lays the theoretical foundations for understanding e-services as well as provide real life cases of e-services"--Provided by publisher.

Managing Services

Author : Kathryn Haynes
Publisher : Academic
ISBN 13 : 019969608X
Total Pages : 225 pages
Book Rating : 4.1/5 (996 download)

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Book Synopsis Managing Services by : Kathryn Haynes

Download or read book Managing Services written by Kathryn Haynes and published by Academic. This book was released on 2014 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: The book is a collection of perspectives on service and service management written by leading researchers in the field. It considers the range and importance of services, the challenges of managing services and recent contemporary innovations in services and service management.

Managing Local Government Services

Author : Carl W. Stenberg
Publisher : ICMA Press
ISBN 13 : 0873267095
Total Pages : 470 pages
Book Rating : 4.8/5 (732 download)

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Book Synopsis Managing Local Government Services by : Carl W. Stenberg

Download or read book Managing Local Government Services written by Carl W. Stenberg and published by ICMA Press. This book was released on 2007 with total page 470 pages. Available in PDF, EPUB and Kindle. Book excerpt: Managing Local Government Services, 3rd ed. is a comprehensive text on the subject of local government services relevant to local governments of all sizes. This edition is refocused and updated to include the demographic, economic, technology and cultural trends that affect the management of service delivery. New chapters discuss the shift from ¿government¿ to ¿governance,¿ alternative methods of service delivery, community development, and the five management practices that are fast becoming the standard for professional local government management.Each chapter lays out the manager¿s responsibilities in each service area, and provides effective policies, practices, and procedures. Short case examples give you a practical look at the goals, challenges, and solutions in the manager¿s world.

Managing Industrial Services

Author : Thomas Friedli
Publisher : Springer Nature
ISBN 13 : 3030727289
Total Pages : 223 pages
Book Rating : 4.0/5 (37 download)

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Book Synopsis Managing Industrial Services by : Thomas Friedli

Download or read book Managing Industrial Services written by Thomas Friedli and published by Springer Nature. This book was released on 2021-06-23 with total page 223 pages. Available in PDF, EPUB and Kindle. Book excerpt: The increasing importance of industrial services and rapid digitalization towards smart and remote services pose opportunities as well as challenges to the manufacturing sector. This book provides a holistic understanding of industrial service management and guides companies into building capabilities and management practices for smart and remote services. By combining insights from research and practice, it offers a unique perspective on the core and enabling activities of manufacturing companies for growth in the service business. In essence, the first part covers action-based research findings regarding service strategy, organizational design, service innovation, service sales, services operations, and customer relationship management together with insights into value networks. The second part introduces outstanding practices from leading manufacturing companies in industrial and smart services. The book concludes with a summary of key messages and recommendations to navigate the landscape of industrial and smart service management successfully.

Managing Services Marketing

Author : John E. G. Bateson
Publisher :
ISBN 13 :
Total Pages : 616 pages
Book Rating : 4.3/5 ( download)

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Book Synopsis Managing Services Marketing by : John E. G. Bateson

Download or read book Managing Services Marketing written by John E. G. Bateson and published by . This book was released on 1992 with total page 616 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Managing Product and Service Development: Text and Cases

Author : Stefan H. Thomke
Publisher : McGraw-Hill/Irwin
ISBN 13 :
Total Pages : 612 pages
Book Rating : 4.E/5 ( download)

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Book Synopsis Managing Product and Service Development: Text and Cases by : Stefan H. Thomke

Download or read book Managing Product and Service Development: Text and Cases written by Stefan H. Thomke and published by McGraw-Hill/Irwin. This book was released on 2007 with total page 612 pages. Available in PDF, EPUB and Kindle. Book excerpt: "With a balanced approach that covers product and service development, readers receive a broad and realistic idea of development issues in each major sector of our economy. With its emphasis on the experimental and exploratory aspects of product and service development, this book stresses the importance of maintaining a fresh and innovative perspective in design and development. The case studies, readings, and exercises are integrated into three pedagogically consistent modules that are supported through an array of teaching tools. This supplementary material (module notes, teaching notes & plans, and presentation material) is available to all adopting instructors."--BOOK JACKET.

Managing Service Excellence

Author : C William Crutcher
Publisher :
ISBN 13 : 9780692985717
Total Pages : pages
Book Rating : 4.9/5 (857 download)

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Book Synopsis Managing Service Excellence by : C William Crutcher

Download or read book Managing Service Excellence written by C William Crutcher and published by . This book was released on 2017-12-08 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: What is the one thing that all businesses depend on? Customers. What could be more important, then, to your organization's enduring success than a solid, well-planned and executed customer service strategy--a philosophy and culture that show customers that they are the reason you are in business in the first place? As this book reveals, we are all in the business of serving customers, whether they be external or internal to your organization. It therefore behooves each of us to understand and practice the principles of service excellence. Managing Service Excellence is a comprehensive guidebook for creating and maintaining a customer-centric organization. Through chapters focusing on specific skill sets, real-world examples, and review questions, this book details how to create a satisfied customer and keep them for life. In clear, accessible language, Crutcher covers every aspect of service--from effective planning, communication, teaming, and coaching strategies, to managing change, strengthening critical thinking and problem-solving skills, and leveraging customer feedback to drive business improvement and innovation. With extensive experience in C-level and higher education roles, Crutcher helps us understand what customers really want and need, what drives their individual behavior, and how to best customize our service approach accordingly. In a world where technology is constantly changing the business landscape, this book serves as a timeless resource on the fundamentals of customer service. There will never be a substitute for the competitive advantage that integrity, competence, and relationship-building provide. As Crutcher writes, "If you build it, they will come" may work in the movies, but in real life, success requires a consistent effort in the field of customer service. Managing Service Excellence provides the keys.

Managing Tourism and Hospitality Services

Author : B. Prideaux
Publisher : CABI
ISBN 13 : 1845930150
Total Pages : 357 pages
Book Rating : 4.8/5 (459 download)

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Book Synopsis Managing Tourism and Hospitality Services by : B. Prideaux

Download or read book Managing Tourism and Hospitality Services written by B. Prideaux and published by CABI. This book was released on 2006-09-14 with total page 357 pages. Available in PDF, EPUB and Kindle. Book excerpt: The aim of this book is to enhance theoretical and practical understanding of quality management in tourism and hospitality. It provides a benchmark of current knowledge, and examines the range of research methods being applied to further develop tourism and hospitality service management research. It is hoped that this book will stimulate new research questions by highlighting tensions and challenges in the area.

Managing Public Sport and Leisure Services

Author : Leigh Robinson
Publisher : Psychology Press
ISBN 13 : 9780415270779
Total Pages : 216 pages
Book Rating : 4.2/5 (77 download)

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Book Synopsis Managing Public Sport and Leisure Services by : Leigh Robinson

Download or read book Managing Public Sport and Leisure Services written by Leigh Robinson and published by Psychology Press. This book was released on 2004 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: This new textbook is the first to investigate leisure management in a public sector context, examining the unique issues facing public sector managers and analyzing the application of management strategies to public sector leisure.

Creating Company Value

Author : Alexander Chernev
Publisher : Cerebellum Press
ISBN 13 :
Total Pages : 52 pages
Book Rating : 4./5 ( download)

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Book Synopsis Creating Company Value by : Alexander Chernev

Download or read book Creating Company Value written by Alexander Chernev and published by Cerebellum Press. This book was released on with total page 52 pages. Available in PDF, EPUB and Kindle. Book excerpt: Markets comprise companies and customers that interact with one another to create a mutually beneficial value exchange. To build a successful market strategy, a manager must understand not only how to design an offering that is desired by target customers but also that enables the company to create value for its stakeholders. The ways in which a manager can develop offerings that create company value are the focus of this note. The discussion of the company is complemented by an in-depth overview of two additional topics: quantifying market performance and break-even analysis. This note is an excerpt (Chapter 8) from Strategic Marketing Management: Theory and Practice by Alexander Chernev (Cerebellum Press, 2019).

The Routledge Companion to Financial Services Marketing

Author : Tina Harrison
Publisher : Routledge
ISBN 13 : 1134095627
Total Pages : 897 pages
Book Rating : 4.1/5 (34 download)

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Book Synopsis The Routledge Companion to Financial Services Marketing by : Tina Harrison

Download or read book The Routledge Companion to Financial Services Marketing written by Tina Harrison and published by Routledge. This book was released on 2014-12-05 with total page 897 pages. Available in PDF, EPUB and Kindle. Book excerpt: Interest in Financial Services Marketing has grown hugely over the last few decades, particularly since the financial crisis, which scarred the industry and its relationship with customers. It reflects the importance of the financial services industry to the economies of every nation and the realisation that the consumption and marketing of financial services differs from that of tangible goods and indeed many other intangible services. This book is therefore a timely and much needed comprehensive compendium that reflects the development and maturation of the research domain, and pulls together, in a single volume, the current state of thinking and debate. The events associated with the financial crisis have highlighted that there is a need for banks and other financial institutions to understand how to rebuild trust and confidence, improve relationships and derive value from the marketing process. Edited by an international team of experts, this book will provide the latest thinking on how to manage such challenges and will be vital reading for students and lecturers in financial services marketing, policy makers and practitioners.