The Customer First Programme

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The Customer First Programme

Author : Great Britain: National Audit Office
Publisher : The Stationery Office
ISBN 13 : 9780102963601
Total Pages : 44 pages
Book Rating : 4.9/5 (636 download)

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Book Synopsis The Customer First Programme by : Great Britain: National Audit Office

Download or read book The Customer First Programme written by Great Britain: National Audit Office and published by The Stationery Office. This book was released on 2010-03-19 with total page 44 pages. Available in PDF, EPUB and Kindle. Book excerpt: In 2009 the Student Loans Company took over the processing of loan and grant applications for new students from England which had previously been carried out by 130 local authorities. The Company's document scanning system was launched before being fully tested. Its failure was critical, and the Company's contingency plan was both flawed and implemented late. The Company took 33 per cent longer to process applications in 2009-10 compared with local authorities in 2008-09, and only 46 per cent of new applications had been fully processed by the start of term. By September 2009, 241,000 applications had been received but not fully processed. This led to a dramatic increase in the volume of calls, with the Company receiving over four million in September - 87 per cent of which were unanswered. The Company had failed to communicate key messages to applicants that would have helped to reduce unnecessary calls. The customer service provided by the Company in 2009 was poor. The NAO also raises concerns about the Company's performance in managing Disabled Students' Allowance. By the end of 2009, only 4,000 of 17,000 applications had resulted in a payment, taking an average of 20 weeks to be processed. The Department for Business, Innovation and Skills and the Student Loans Company underestimated the challenges in centralising this service. Neither the Department's monitoring of the Company nor the Company's Board's oversight were effective. Substantial risks remain to the successful delivery of the service in 2010.

Customer first programme

Author : Great Britain: Parliament: House of Commons: Committee of Public Accounts
Publisher : The Stationery Office
ISBN 13 : 9780215555496
Total Pages : 52 pages
Book Rating : 4.5/5 (554 download)

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Book Synopsis Customer first programme by : Great Britain: Parliament: House of Commons: Committee of Public Accounts

Download or read book Customer first programme written by Great Britain: Parliament: House of Commons: Committee of Public Accounts and published by The Stationery Office. This book was released on 2010-12-07 with total page 52 pages. Available in PDF, EPUB and Kindle. Book excerpt: Under the Customer First Programme, delivery of grants and loans to higher education students in England is being transferred from local authorities to the Student Loans Company (the Company), a non-departmental public body of the Department for Business, Innovation and Skills (the Department). In 2009 the Company began assessing applications from new students; by 2011 it will be responsible for applications from all students in England. Performance in processing applications and communicating with students in this first year was completely unacceptable. Many students waited weeks or months for their financial support. Fewer than half of all applications were fully processed by the start of term, and applications took on average a third longer to process than local authorities had achieved. The Company answered fewer than half the calls it received in 2009; in September 87% of calls went unanswered. Disabled students suffered disproportionately in 2009, as the Company devoted too few staff to processing their applications. The Company also demonstrated a number of IT failings in 2009: most importantly, it did not sufficiently test its crucial document scanning - the failure of which was the catalyst for the failure of the entire system. The Department underestimated the risks in centralising the service, the Programme Board lacked skills and experience, and there was poor communication between the Programme Board, the Company's Board, and the Department. There has been limited improvement in 2010 but uncertainties remain over the Company's ability to deliver and maintain a service that provides value for money.

Head First Software Development

Author : Dan Pilone
Publisher : "O'Reilly Media, Inc."
ISBN 13 : 0596527357
Total Pages : 495 pages
Book Rating : 4.5/5 (965 download)

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Book Synopsis Head First Software Development by : Dan Pilone

Download or read book Head First Software Development written by Dan Pilone and published by "O'Reilly Media, Inc.". This book was released on 2008-12-26 with total page 495 pages. Available in PDF, EPUB and Kindle. Book excerpt: Provides information on successful software development, covering such topics as customer requirements, task estimates, principles of good design, dealing with source code, system testing, and handling bugs.

Customer Centricity

Author : Peter Fader
Publisher :
ISBN 13 :
Total Pages : 128 pages
Book Rating : 4.:/5 (113 download)

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Book Synopsis Customer Centricity by : Peter Fader

Download or read book Customer Centricity written by Peter Fader and published by . This book was released on 2012 with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt: Not all customers are created equal. Despite what the tired old adage says, the customer is not always right. Not all customers deserve your best efforts: in the world of customer centricity, there are good customers...and then there is pretty much everybody else. Upending some of our most fundamental beliefs, renowned behavioral data expert Peter Fader, Co-Director of The Wharton Customer Analytics Initiative, helps businesses radically rethink how they relate to customers. He provides insights to help you revamp your performance metrics, product development, customer relationship management and organization in order to make sure you focus directly on the needs of your most valuable customers and increase profits for the long term.

The Customer Copernicus

Author : Charlie Dawson
Publisher : Routledge
ISBN 13 : 1000365034
Total Pages : 137 pages
Book Rating : 4.0/5 (3 download)

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Book Synopsis The Customer Copernicus by : Charlie Dawson

Download or read book The Customer Copernicus written by Charlie Dawson and published by Routledge. This book was released on 2021-05-16 with total page 137 pages. Available in PDF, EPUB and Kindle. Book excerpt: Some companies are great for customers – not only do they care but they change whole markets to work better for the customers they serve. Think of Amazon, easyJet and Sky. They make things easier and improve what really matters – obvious, surely? They have also enjoyed huge business success, growing and making plenty of money. The Customer Copernicus answers the question that follows – if it’s obvious and attractive why is it so rare? And then it answers a second question, because Tesco, O2 and Wells Fargo were like this once. Why, having mastered it, would you ever stop? Because all three did, and two ended up in court. The Customer Copernicus explains how to become and how to stay customer-led. Essential reading for leaders and teams who want their organisations to stay competitive by developing a more purposeful and innovative culture.

Market Oriented Product Innovation

Author : Knut Holt
Publisher : Springer Science & Business Media
ISBN 13 : 1475757204
Total Pages : 421 pages
Book Rating : 4.4/5 (757 download)

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Book Synopsis Market Oriented Product Innovation by : Knut Holt

Download or read book Market Oriented Product Innovation written by Knut Holt and published by Springer Science & Business Media. This book was released on 2013-03-14 with total page 421 pages. Available in PDF, EPUB and Kindle. Book excerpt: Market-Oriented Product Innovation differs from most other titles, written either from a marketing or technical perspective, by giving a holistic view of the product innovation process. It has a product perspective, written from a managerial point of view, recognizing that product innovation, or new product development, is a discipline of its own. It is concerned with managing the products (goods and services) through their life cycle, integrating marketing knowledge and technological expertise, with the aim of getting satisfied customers. The book also gives a thorough treatment of the human and cultural aspects of product innovation by focusing on the change processes needed for the development of a market-oriented culture.

Building a Sensory Program

Author : Pat Fahey
Publisher : Brewers Publications
ISBN 13 : 1938469682
Total Pages : 220 pages
Book Rating : 4.9/5 (384 download)

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Book Synopsis Building a Sensory Program by : Pat Fahey

Download or read book Building a Sensory Program written by Pat Fahey and published by Brewers Publications. This book was released on 2021-04-12 with total page 220 pages. Available in PDF, EPUB and Kindle. Book excerpt: Human flavor perception is incredibly complex and impacts daily decision making in the brewery. No amount of elaborate equipment can replace the value of the human tasting experience and a sensory program can offer a powerful quality check on both your outgoing beer and beermaking process. Building a Sensory Program will discuss sensory systems, sources of bias, tasting techniques, required equipment, taster training, and panel maintenance. Learn about different testing methods, data use, and how to use sensory to respond to consumer complaints, set shelf life, adjust recipes, design new brands, and blend barrel-aged beer. There is much that a small brewery can do to improve the quality and consistency of their beer using resources already at their disposal. A thoughtful, well-designed sensory program is an essential component of brewery quality control, helping to ensure beer tastes the way it was designed, time after time. The commitment to high-quality standards set during development can help prevent flavor drift or even a costly recall. Building a Sensory Program will provide the reader with a bedrock for an intelligently designed brewery sensory program.

Customer-focused Transit

Author : John F. Potts
Publisher : Transportation Research Board
ISBN 13 : 030906922X
Total Pages : 36 pages
Book Rating : 4.3/5 (9 download)

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Book Synopsis Customer-focused Transit by : John F. Potts

Download or read book Customer-focused Transit written by John F. Potts and published by Transportation Research Board. This book was released on 2002 with total page 36 pages. Available in PDF, EPUB and Kindle. Book excerpt: This synthesis will be of interest to senior managers interested in using customer-focused strategies at their transit agencies. Both established and newer agencies might use the synthesis to guide the establishment of effective customer-focused transit. The purpose of this report is to document the experiences of selected public transportation agencies in developing and implementing customer service programs. The synthesis examines the effectiveness of certain customer-focused activities in the categories of general interaction between the customer and the agency, obtaining and using customer input, involving employees in customer-focused public transportation, and achieving customer satisfaction. It details specific programs in the case studies of two public transportation agencies.

Managing Global Customers

Author : George S. Yip
Publisher : OUP Oxford
ISBN 13 : 0191607835
Total Pages : 288 pages
Book Rating : 4.1/5 (916 download)

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Book Synopsis Managing Global Customers by : George S. Yip

Download or read book Managing Global Customers written by George S. Yip and published by OUP Oxford. This book was released on 2007-09-06 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: Multinational companies need to manage their relationships with multinational customers with a globally integrated approach. This book provides a systematic framework for developing and implementing such global customer management programs. It draws on in-depth research at over 20 major U.S. and European multinational companies, such as ABB, Bechtel, BP, Bosch, British Airways, Carrefour, Daimler-Chrysler, Hewlett-Packard, HSBC, IBM, Schlumberger, Shell, Siemens, Tesco, Unilever, Vodafone, Wal-Mart, and Xerox. Readers will learn how to · think about managing global customers in the context of their overall global strategy · develop effective global customer management programs · overcome barriers to implementation and success · build better relationships with important customers · get the entire company to engage with managing global customers This book takes a strategic, total business, and not just sales approach to managing global customers. It also takes a customer as well as a supplier perspective. The book provides guidance on both strategy and implementation. Yip and Bink's Managing Global Customers takes a systematic and logic driven approach, yet provides many creative insights and practical advice. Managing Global Customers highlights the rewards of taking a step beyond global account management to create a Global Customer Management approach, integrating globally all aspects of the relationship between supplier and customer. The book gives a framework that guides international companies in using their relationships with global customers to their full potential. George Yip, author of the widely-praised Total Global Strategy, and Audrey Bink tackle in-depth one of the most important aspects of global strategy: How to manage global customers.

Digital Transformation Demystified

Author : Frank Granito
Publisher : World Scientific
ISBN 13 : 9811260478
Total Pages : 287 pages
Book Rating : 4.8/5 (112 download)

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Book Synopsis Digital Transformation Demystified by : Frank Granito

Download or read book Digital Transformation Demystified written by Frank Granito and published by World Scientific. This book was released on 2022-11-22 with total page 287 pages. Available in PDF, EPUB and Kindle. Book excerpt: The buzz and hype created over the last few years around Digital Transformation has resulted in confusion and ubiquity that has rendered the term nearly meaningless. Transformation extends far beyond the technology stack and must include the organization's culture, its operating processes, and virtually every facet of how it functions.This fact means that leaders must break through the hype and demystify this term once and for all. They must get past the breathless hyperbole and understand what it really means to lead their organization through a continuous digital transformation process.The demystification of digital transformation and understanding what it really means is critical for all leaders. And that's what this book is about.Related Links

PHP and MySQL For Dummies

Author : Janet Valade
Publisher : John Wiley & Sons
ISBN 13 : 0470121149
Total Pages : 458 pages
Book Rating : 4.4/5 (71 download)

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Book Synopsis PHP and MySQL For Dummies by : Janet Valade

Download or read book PHP and MySQL For Dummies written by Janet Valade and published by John Wiley & Sons. This book was released on 2006-12-13 with total page 458 pages. Available in PDF, EPUB and Kindle. Book excerpt: Build an online catalog and a members-only site Everything you need to know to create a dynamic PHP and MySQL Web site! Been thinking of creating a high-quality interactive Web site? This book is just what you need to get started! Here's the fun and easy way(r) to develop a Web application in PHP 4, 5, or 6 and MySQL 5, test your software, enable your Web pages to display, change, and move database information, and much more. Discover how to * Plan and implement a Web database application * Design and build a MySQL 5 database * Build dynamic HTML forms * Create scripts that store, retrieve, and update database information * Display database information in a Web page

Manual of Accounting: Narrative Reporting 2012

Author : PricewaterhouseCoopers (Firm)
Publisher : A&C Black
ISBN 13 : 1847669077
Total Pages : 313 pages
Book Rating : 4.8/5 (476 download)

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Book Synopsis Manual of Accounting: Narrative Reporting 2012 by : PricewaterhouseCoopers (Firm)

Download or read book Manual of Accounting: Narrative Reporting 2012 written by PricewaterhouseCoopers (Firm) and published by A&C Black. This book was released on 2011-01-01 with total page 313 pages. Available in PDF, EPUB and Kindle. Book excerpt: UK companies are governed by legal and other regulatory requirements impacting elements of financial statements that are common to users of both International Financial Reporting Standards (IFRS) and UK GAAP. These are often referred to as the 'front half' of the financial statements. This publication contains the guidance applicable to all UK companies regardless of the GAAP under which their financial statements are prepared. Key updates from the previous edition (Manual of Accounting: Management Reports and Governance 2011) include updated chapters on business review and corporate governance, with many more illustrations and examples. Written by PwC's UK Assurance Risk and Quality team, the manual includes practical advice based on PwC's work advising clients, partners, and staff. The book will be of particular interest to finance directors, accountants, legal practitioners, company administrators, financial advisors, and auditors.

MSP® 5th edition Practitioner Courseware - English

Author : Douwe Brolsma
Publisher : Van Haren
ISBN 13 : 9401808252
Total Pages : 218 pages
Book Rating : 4.4/5 (18 download)

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Book Synopsis MSP® 5th edition Practitioner Courseware - English by : Douwe Brolsma

Download or read book MSP® 5th edition Practitioner Courseware - English written by Douwe Brolsma and published by Van Haren. This book was released on 2021-10-15 with total page 218 pages. Available in PDF, EPUB and Kindle. Book excerpt: Besides the MSP 5th® Edition Foundation Courseware - English publication you are advised to obtain the corresponding publication Managing Successful Programmes 5th edition (ISBN: 9780113316762). This 5th edition will help current and aspiring programme managers, and many other roles, to design, plan, lead and deliver their programmes and thus help organizations be successful. Programme management is recognized as an approach that brings together multiple projects and other work associated with delivering outcomes of benefit across organizational boundaries. The programme management approach shows organizations how to adopt appropriate governance, pace, and focus to enable them to move ahead. MSP 5th describes an adaptable set of programme management approaches, leading to the creation of outcomes of benefit in an incremental way and to provide an integrated framework that guides the work. MPS 5th applies three lenses: • Principles are the guiding obligations to achieve Value • Themes are the essential governance, documented in Approaches • Processes are a structured set of activities, showing how themes are applied in the programme (cyclical) lifecycle. Value proposition: MSP is the certification and guidance for programme managers, business change managers and the next step for project managers to develop their knowledge and skills to be able to positively respond to the challenges they face when managing programmes and larger, more strategic or multiple projects. Programme management using MSP creates a framework that enables the organization to align the delivery of programmes and projects to organizational strategy; and to focus on the delivery of outcomes and benefits, while mitigating risks and actively engaging stakeholders at all levels. MSP can be used in conjunction with all the other best-practice products (e.g. PRINCE2®, MoP®, M_o_R®) and international or internal organizational standards (for governance). The MSP Foundation Certification is suitable for individuals wanting to demonstrate they have achieved sufficient understanding of the theory of the MSP methodology. MSP represents proven programme management best practice in the successful delivery of transformational change through the application of programme management. MSP has been adopted by many organizations within both the public and private sectors. The core publication, ‘Managing Successful Programmes’, has drawn on the experiences of those who have adopted programme management. Key benefits: • MSP leverages off the real-life expertise of the global programme management community, offering practical, relevant, current accessible guidance • The new exams highlight real world applications that equip professionals for success in Programme management This MSP 5th edition Courseware is suited for the MSP 5th edition exams and contains sample exams and lots of extra short exercises to facilitate interactive training courses both offline and online.

Handbook of Marketing Research Methodologies for Hospitality and Tourism

Author : Ronald A. Nykiel
Publisher : Routledge
ISBN 13 : 113661088X
Total Pages : 377 pages
Book Rating : 4.1/5 (366 download)

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Book Synopsis Handbook of Marketing Research Methodologies for Hospitality and Tourism by : Ronald A. Nykiel

Download or read book Handbook of Marketing Research Methodologies for Hospitality and Tourism written by Ronald A. Nykiel and published by Routledge. This book was released on 2007-08-13 with total page 377 pages. Available in PDF, EPUB and Kindle. Book excerpt: Discover the bridge between theory and applied research in the hospitality industry The success of marketing programs is dependent on the knowledge of the trends in the marketplace. Handbook of Marketing Research Methodologies for Hospitality and Tourism is a comprehensive guide that clearly explains analyzing markets, utilizing qualitative and quantitative research methodologies, applying findings to market, development, and marketing strategies for the hospitality industry. The text contains detailed outlines and case studies of several types of research, including feasibility studies, market assessment studies, and site selection studies. Numerous graphic examples and presentation techniques are provided to bridge between theory and applied research with ease. Handbook of Marketing Research Methodologies for Hospitality and Tourism clearly details, all in a single volume, the application of research methodology to the real world, as well as showing how to effectively communicate findings and recommendations. This resource provides dozens of case examples and close attention to clearly explaining all facets of market analysis. Part one discusses research and methodologies, including primary and secondary data and integrative research. Part two explores market analysis and assessment, including marketing assessment for development planning and assessing focal points and intuitive techniques. The third part helps the reader apply their learned research into strategies. The final section explains market analysis planning and communications, including preparing a research-based business review and the effective presentation of research findings. The text provides appendixes of essential data, and a helpful glossary of terms. Topics in Handbook of Marketing Research Methodologies for Hospitality and Tourism include: qualitative market analysis techniques and applications quantitative market research and analysis techniques and applications approaches to organized site selection studies, market studies, and project feasibility studies identification of the processes and sources for key market data for projects, markets, and sites presentation and communication techniques and strategies for market analysis and research findings the relationship of market analysis and research to marketing and development strategy selection and more! Handbook of Marketing Research Methodologies for Hospitality and Tourism is a perfect resource for upper-level undergraduate students and graduate students in hospitality colleges and schools; hotel and restaurant development and market research personnel in hospitality corporations; and market research firms serving the hospitality industry.

Clients First

Author : Joseph Callaway
Publisher : John Wiley & Sons
ISBN 13 : 1118431790
Total Pages : 240 pages
Book Rating : 4.1/5 (184 download)

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Book Synopsis Clients First by : Joseph Callaway

Download or read book Clients First written by Joseph Callaway and published by John Wiley & Sons. This book was released on 2012-09-18 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: How honesty, competency, and caring will make you rich Throw out the sales manual. Get off the motivation elevator. Clients First is a two word miracle that can change your life. This book outlines a powerful path to riches that authors Joseph and JoAnn Callaway used to sell a billion dollars in real estate in just ten years—a feat never before achieved. Here, they explain the three keys to putting your clients first that helped them create one of the most successful realty firms in the U.S. Each of the three keys is important and can stand on its own. However, the success you can achieve when following the Clients First program can only be reached when all three keys are used in coordination. Explains how honesty ensures a strong client relationship Details the ways in which competency pervades all aspects of a client's perception of you Shows how being a caring individual can win over a client on a personal level Unlock your potential by putting these to use in your life and your business.

The payment of MPs' expenses

Author : Great Britain: National Audit Office
Publisher : The Stationery Office
ISBN 13 : 9780102969795
Total Pages : 48 pages
Book Rating : 4.9/5 (697 download)

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Book Synopsis The payment of MPs' expenses by : Great Britain: National Audit Office

Download or read book The payment of MPs' expenses written by Great Britain: National Audit Office and published by The Stationery Office. This book was released on 2011-07-07 with total page 48 pages. Available in PDF, EPUB and Kindle. Book excerpt: Under the Parliamentary Standards Act 2009, IPSA became responsible for creating a new system to pay MPs expenses and is now responsible for running and regulating that system. IPSA's operating costs in 2010-11 were £6.4 million, its staff is now reduced from 88 to around 60. Between May 2010 and March 2011, IPSA processed 134, 696 separate claim lines, paying out some £118 million. This report examines the value for money that IPSA has achieved. It concludes that whilst the new scheme is clearly preventing misuse of money, IPSA did not initially have sufficient regard to the impact its scheme was having on the ability of MPs to fulfil their duties. IPSA needs to accelerate streamlining of its own procedures and give greater priority to minimising costs necessarily falling to MPs

Tourism Management

Author : C. Ryan
Publisher : Routledge
ISBN 13 : 1136002812
Total Pages : 465 pages
Book Rating : 4.1/5 (36 download)

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Book Synopsis Tourism Management by : C. Ryan

Download or read book Tourism Management written by C. Ryan and published by Routledge. This book was released on 2012-08-21 with total page 465 pages. Available in PDF, EPUB and Kindle. Book excerpt: One of the leading texts in the field, Tourism Management is the ideal introduction to the fundamentals of tourism as you study for a degree, diploma or single module in the subject. It is written in an engaging style that assumes no prior knowledge of tourism and builds up your understanding as you progress through this wide ranging global review of the principles of managing tourism. It traces the evolution and future development of tourism and the challenges facing tourism managers in this fast growing sector of the world economy. This book is highly illustrated with diagrams and colour images, and contains short case studies of contemporary themes of interest, as well as new data and statistics.