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Lessons Learned Service Lessons Learned
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Book Synopsis The Lessons Learned Handbook by : Nick Milton
Download or read book The Lessons Learned Handbook written by Nick Milton and published by Elsevier. This book was released on 2010-06-30 with total page 207 pages. Available in PDF, EPUB and Kindle. Book excerpt: The phrase "lessons learned is such a common one, yet people struggle with developing effective lessons learned approaches. The Lessons Learned Handbook is written for the project manager, quality manager or senior manager trying to put in place a system for learning from experience, or looking to improve the system they have. Based on experience of successful and unsuccessful systems, the author recognises the need to convert learning into action. For this to happen, there needs to be a series of key steps, which the book guides the reader through. The book provides practical guidance to learning from experience, illustrated with case histories from the author, and from contributors from industry and the public sector. - The book is a practitioner-level guide to the design and the mechanics of lessons learned processes - Takes a holistic approach, tracking lessons from identification to reapplication - Makes the case for the assignment of actions for learning
Book Synopsis Service-Learning Essentials by : Barbara Jacoby
Download or read book Service-Learning Essentials written by Barbara Jacoby and published by John Wiley & Sons. This book was released on 2014-10-08 with total page 359 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service-Learning Essentials is the resource you need to help you develop high-quality service-learning experiences for college students. Written by one of the field's leading experts and sponsored by Campus Compact, the book is the definitive work on this high-impact educational practice. Service-learning has been identified by the Association of American Colleges and Universities as having been widely tested and shown to be beneficial to college students from a wide variety of backgrounds. Organized in an accessible question-and-answer format, the book responds clearly and completely to the most common questions and concerns about service-learning. Each chapter addresses issues related to individual practice as well as to the collective work of starting and developing a service-learning center or program, with examples drawn from a variety of disciplines, situations, and institutional types. The questions range from basic to advanced and the answers cover both the fundamentals and complexities of service-learning. Topics include: Determining what service-learning opportunities institutions should offer How to engage students in critical reflection in academic courses and in cocurricular experiences Best practices for developing and sustaining mutually beneficial campus-community partnerships Integrating service-learning into the curriculum in all disciplines and at all levels, as well as various areas of student life outside the classroom Assessing service-learning programs and outcomes The dilemmas of service-learning in the context of power and privilege The future of service-learning in online and rapidly globalizing environments Service-learning has virtually limitless potential to enable colleges and universities to meet their goals for student learning while making unique contributions to addressing unmet local, national, and global needs. However, in order to realize these benefits, service-learning must be thoughtfully designed and carefully implemented. This easy-to-use volume contains everything faculty, leaders, and staff members need to know about service-learning to enhance communities, improve higher education institutions, and educate the next generation of citizens, scholars, and leaders.
Download or read book Service Failure written by Jeff Toister and published by AMACOM/American Management Association. This book was released on 2013 with total page 210 pages. Available in PDF, EPUB and Kindle. Book excerpt: What causes poor customer service? You might be surprised.
Book Synopsis Getting Service Right by : Jeff Toister
Download or read book Getting Service Right written by Jeff Toister and published by Toister Performance Solutions. This book was released on 2019-03-15 with total page 219 pages. Available in PDF, EPUB and Kindle. Book excerpt: Are you endlessly trying to improve your employees' customer service skills, but getting so-so results? There may be a culprit that you've never considered.Rather than offering another set of customer service tips, Getting Service Right takes a novel approach by rooting out the real reasons employees don't consistently deliver the service they should. The results can be both surprising and illuminating, such as: Company cultures that unwittingly discourage excellent customer service.Employees torn between following policy or serving the customer.Cost reduction efforts that actually increase the cost of service.Poor products and services that make it impossible to satisfy customers.Bad habits that make it difficult to listen to customers' needs.Getting Service Right is filled with examples from well-known organizations, real stories from frontline employees, and the latest scientific research. These powerful, sometimes counterintuitive insights can be applied at the organizational, departmental, or individual level to help the entire team deliver outstanding customer service.Note: the first edition of this book was published under the title, Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About I
Book Synopsis Lessons Learned in Software Testing by : Cem Kaner
Download or read book Lessons Learned in Software Testing written by Cem Kaner and published by John Wiley & Sons. This book was released on 2011-08-02 with total page 326 pages. Available in PDF, EPUB and Kindle. Book excerpt: Softwaretests stellen eine kritische Phase in der Softwareentwicklung dar. Jetzt zeigt sich, ob das Programm die entsprechenden Anforderungen erfüllt und sich auch keine Programmierungsfehler eingeschlichen haben. Doch wie bei allen Phasen im Software-Entwicklungsprozess gibt es auch hier eine Reihe möglicher Fallstricke, die die Entdeckung von Programmfehlern vereiteln können. Deshalb brauchen Softwaretester ein Handbuch, das alle Tipps, Tricks und die häufigsten Fehlerquellen genau auflistet und erläutert, damit mögliche Testfehler von vornherein vermieden werden können. Ein solches Handbuch ersetzt gut und gerne jahr(zehnt)elange Erfahrung und erspart dem Tester frustrierende und langwierige Trial-und-Error-Prozeduren. Chem Kaner und James Bach sind zwei der international führenden Experten auf dem Gebiet des Software Testing. Sie schöpfen hier aus ihrer insgesamt 30-jährigen Erfahrung. Die einzelnen Lektionen sind nach Themenbereichen gegliedert, wie z.B. Testdesign, Test Management, Teststrategien und Fehleranalyse. Jede Lektion enthält eine Behauptung und eine Erklärung sowie ein Beispiel des entsprechenden Testproblems. "Lessons Learned in Software Testing" ist ein unverzichtbarer Begleiter für jeden Software Tester.
Download or read book Stewardship written by John G. Taft and published by John Wiley & Sons. This book was released on 2012-02-07 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: A compelling argument for why stewardship of wealth and service to others should be our highest financial priority Stewardship is the journey of financial insider John Taft towards understanding and affirming the importance of stewardship—which he has come to define as "serving others"—as a core principle for the financial services industry, the global financial system, and society at large. By defining the attributes of authentic stewardship, this book presents a path forward by analyzing the success of Canadian banks in weathering the financial crisis; evaluates the effectiveness of global financial reform efforts in making the financial system safer, sounder, and more secure; offers wealth management prescriptions for individual investors; evaluates the potential of ESG (environmental, social, and governance) investment processes as a way to instill stewardship behaviors among corporate CEOs (particularly at financial services firms); and, ultimately, calls for a return to stewardship's core principles as the key to not only minimizing the scope and consequences of future failures, but also to addressing other societal challenges. Argues for a return towards stewardship, with financial services companies doing right by their customers Analyzes the response of Canadian banks to the financial crisis to provide meaningful advice for investors and businesses alike Inspired by Taft's experience running one of the largest wealth management firms in the country during the financial crisis and his direct participation in subsequent legislative and regulatory efforts to rewrite the rules under which the U.S. securities industry operates From the man who made the decision to reimburse clients affected by the collapse of a money market mutual fund comes a compelling look at why financial service companies should start doing what's right for their customers.
Book Synopsis Lessons from the Mouse by : Dennis Snow
Download or read book Lessons from the Mouse written by Dennis Snow and published by . This book was released on 2010-08 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Outlines ten practical principles for increasing the effectiveness of any business organization, based on the author's years at Disney World.
Book Synopsis Output-Based Aid by : Yogita Mumssen
Download or read book Output-Based Aid written by Yogita Mumssen and published by World Bank Publications. This book was released on 2010-02-25 with total page 196 pages. Available in PDF, EPUB and Kindle. Book excerpt: Developing country governments and the development aid community are acutely aware of the need to find more effective ways to improve basic living conditions for the poor, as traditional approaches of delivering public support have not always led to the results intended. Results-based financing (RBF) instruments, which tie the disbursement of public funding to the achievement of pre-agreed results, are now recognized as one important piece of the aid delivery puzzle. The aim of these instruments is to enhance the effectiveness of public funding. 'Output-Based Aid: Lessons Learned and Best Practices' provides a practical understanding of the experience with output-based aid (OBA), a results-based instrument that is being used to deliver basic infrastructure and social services to the poor, including through public-private partnerships. OBA has been used in the World Bank Group since 2002, including more recently through the Global Partnership on Output-Based Aid, which has a mandate to design and test OBA approaches. The authors of this book analyze nearly 200 OBA projects in water and sanitation, energy, health, roads, telecommunications, and education. The piloting phase of OBA has in general been a success and OBA has demonstrated clear advantages over traditional approaches in terms of efficiently targeting subsidies and mobilizing the private sector to serve poor households that would otherwise go without an improved service. OBA has also demonstrated that monitoring for results is possible if appropriate systems are put in place. As the first comprehensive review of OBA in eight years, this book will be an essential reference for infrastructure and social services sector experts and OBA practitioners around the world including staff of international financial institutions, public and private service providers, and NGOs as well as for donors and governments who are interested in piloting or scaling up and mainstreaming OBA approaches. As the first comprehensive review of OBA in eight years, this book will be an essential reference for infrastructure and social services sector experts and OBA practitioners around the world, including staff of international financial institutions, public and private service providers, and NGOs; and for donors and governments who are interested in piloting or scaling-up and mainstreaming OBA approaches.
Download or read book Cheating Lessons written by James M. Lang and published by Harvard University Press. This book was released on 2013-09-02 with total page 268 pages. Available in PDF, EPUB and Kindle. Book excerpt: Cheating Lessons is a guide to tackling academic dishonesty at its roots. James Lang analyzes the features of course design and classroom practice that create cheating opportunities, and empowers teachers to build more effective learning environments. Instructors who curb academic dishonesty become better educators in other ways as well.
Book Synopsis The Basics of Project Evaluation and Lessons Learned by : Willis H. Thomas
Download or read book The Basics of Project Evaluation and Lessons Learned written by Willis H. Thomas and published by CRC Press. This book was released on 2018-02-06 with total page 214 pages. Available in PDF, EPUB and Kindle. Book excerpt: For some organizations, Lessons Learned (LL) is an informal process of discussing and recording project experiences during the closure phase. For others, LL is a formal process that occurs at the end of each phase of a project. Regardless of when they are performed, if you are a project team member, chances are you will soon be required to present
Book Synopsis Lessons in Wine Service by : Edmund O. Lawler
Download or read book Lessons in Wine Service written by Edmund O. Lawler and published by Ten Speed Press. This book was released on 2008-10-01 with total page 180 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the third book in the Lessons from Charlie Trotter series teaches wine directors and servers how to develop and maintain impeccable service by giving an in-depth look at one of the world’s top wine programs. At Charlie Trotter's eponymous restaurant in Chicago, the innovative and award-winning wine program is an essential part of an extraordinary dining experience. LESSONS IN WINE SERVICE outlines and analyzes the intricate challenges inherent in developing and executing consistently outstanding wine pairings and service. Aspiring sommeliers, restaurant owners, and wine servers will learn how to hire and train the right staff, provide precise and intuitive service, and craft and maintain a compelling wine list. "Anyone who wants to understand American cuisine as it enters the 21st century must eat at Charlie Trotter's No restaurant in America comes closer to delivering a flawless total dining experience." --Wine Spectator
Book Synopsis Handbook of Research on Lessons Learned From Transitioning to Virtual Classrooms During a Pandemic by : Thornburg, Amy W.
Download or read book Handbook of Research on Lessons Learned From Transitioning to Virtual Classrooms During a Pandemic written by Thornburg, Amy W. and published by IGI Global. This book was released on 2021-05-14 with total page 457 pages. Available in PDF, EPUB and Kindle. Book excerpt: Online instruction is rapidly expanding the way administrators and educators think about and plan instruction. In addition, due to a pandemic, online instructional practices and learning in a virtual environment are being implemented with very little training or support. Educators are learning new tools and strategies at a quick pace, and often on their own, even through resistance. It is important to explore lessons learned through the pandemic but also of importance is sharing the virtual classroom options and instruction that align to best practices when transitioning to online instruction. Sharing these will allow educators to understand and learn that virtual instruction can benefit all, even when not used out of need, and can enhance face-to-face courses in many ways. The Handbook of Research on Lessons Learned From Transitioning to Virtual Classrooms During a Pandemic is a critical reference that presents lessons instructors have learned throughout the COVID-19 pandemic including what programs and tools were found to be the most impactful and useful and how to effectively embed virtual teaching into face-to-face teaching. With difficult choices to be made and implemented, this topic and collection of writings demonstrates the learning curve in a state of survival and also lessons and resources learned that will be useful when moving back to face-to-face instruction as a tool to continue to use. Highlighted topics include the frustrations faced during the transition, lessons learned from a variety of viewpoints, resources found and used to support instruction, online learner perspectives and thoughts, online course content, and best practices in transitioning to online instruction. This book is ideal for teachers, principals, school leaders, instructional designers, curriculum developers, higher education professors, pre-service teachers, in-service teachers, practitioners, researchers, and anyone interested in developing more effective virtual and in-classroom teaching methods.
Book Synopsis HIT or Miss, 3rd Edition by : Jonathan Leviss
Download or read book HIT or Miss, 3rd Edition written by Jonathan Leviss and published by CRC Press. This book was released on 2019-05-31 with total page 250 pages. Available in PDF, EPUB and Kindle. Book excerpt: The third edition of HIT or Miss: Lessons Learned from Health Information Technology Projects presents and dissects a wide variety of HIT failures so that the reader can understand in each case what went wrong and why and how to avoid such problems, without focusing on the involvement of specific people, organizations, or vendors. The lessons may be applied to future and existing projects, or used to understand why a previous project failed. The reader also learns how common causes of failure affect different kinds of HIT projects and with different results. Cases are organized by the type of focus (hospital care, ambulatory care, and community). Each case provides analysis by an author who was involved in the project plus the insight of an HIT expert. This book presents a model to discuss HIT failures in a safe and protected manner, providing an opportunity to focus on the lessons offered by a failed initiative as opposed to worrying about potential retribution for exposing a project as having failed. Access expert insight into key obstacles that must be overcome to leverage IT and transform healthcare. Each de-identified case study includes an analysis by a group of industry experts along with a counter analysis. Cases include a list of key words and are categorized by project (e.g. CPOE, business intelligence). Each case study concludes with a lesson learned section.
Book Synopsis Lessons Learned: Critical Information Infrastructure Protection by : Toomas Viira
Download or read book Lessons Learned: Critical Information Infrastructure Protection written by Toomas Viira and published by IT Governance Ltd. This book was released on 2018-01-23 with total page 92 pages. Available in PDF, EPUB and Kindle. Book excerpt: "I loved the quotes at the beginning of each chapter – very interesting and thought-provoking. I also enjoyed the author’s style and his technical expertise shone through." Christopher Wright, Wright CandA Consulting Ltd Protecting critical information infrastructure (CII) is not an easy process. Risks need to be minimised and systems adequately protected. It is an endless balancing act, where one side is constantly on the defensive and the other on the offensive. Lessons Learned: Critical Information Infrastructure Protection aims to help you be as successful as possible in protecting your CII, and do so quickly with minimum effort, irrespective of whether you work for a critical infrastructure service provider, a company that organises the provision of critical infrastructure services, or a company that serves critical service providers. Drawing on more than 20 years of experience in the IT and cyber security sectors, the author defines critical infrastructure services and provides structured lessons for each chapter, summarising each with key takeaways, including how to: Describe the critical infrastructure service and determine its service level;Identify and analyse the interconnections and dependencies of information systems;Create a functioning organisation to protect CII; andTrain people to make sure they are aware of cyber threats and know the correct behaviour. The key message – organisations must be prepared to provide critical infrastructure services without IT systems – is reinforced in the final chapter: “We must have some way of continuing to work even if computers fail”, writes Mikko Hypponen. Understand how you can protect your organisation's critical information infrastructure - buy this book today.
Book Synopsis Learning to Lead, Leading to Learn by : Katie Anderson
Download or read book Learning to Lead, Leading to Learn written by Katie Anderson and published by . This book was released on 2020-07-14 with total page 352 pages. Available in PDF, EPUB and Kindle. Book excerpt: SPECIAL INTRODUCTORY PRICING: Enjoy first-week pricing of $18.95 on paperback books! Regular retail pricing of $23.95 becomes effective on July 22nd. It all began with the initial chance meeting of this book's author, Katie Anderson, and the book's subject, Isao Yoshino. She was an American leadership coach and consultant in her mid-career, with a newfound love of Japanese culture. He was an accomplished Japanese people-centered leader at the end of his corporate career, with a lifelong love for American culture and 40 years of inside experience with the Toyota Way. During the next five years, Anderson and Yoshino spent countless hours learning from each other, reflecting on the past, and envisioning the future. The resulting book - written by Anderson and focused on the profound lessons offered by her mentor Yoshino -- is a beautiful, one-of-a-kind tapestry. Much like the weaving of fabric -- where the beginning work is but a glimpse of the final pattern -- this book was created from many layers of intertwined conversations and reflections. If you've ever been mentored -- in business or in life -- by someone whose words, experiences, and perspectives changed you for the better, you know that an entire book of such selfless generosity and deep wisdom could change the world. For today's business professionals -- dedicated to continuous learning and people-centered leadership -- this is that book. Learning to Lead, Leading to Learn is a leadership book that defies generational or cultural divides, offering a refreshing, proven perspective for all those who dare to lead. The Best Leaders Never Lose the Humility for Learning Learning to Lead, Leading to Learn is much more than a collection of Isao Yoshino's personal stories and insights. It's a memorable, entertaining, and poignant way to highlight important leadership lessons, to record pivotal moments in Toyota's history, and to create something to help veteran and aspiring leaders reflect and learn about themselves. Yoshino's experiences help us understand how Toyota intentionally developed the culture of excellence for which it is renowned today, and how one person "learned to lead" so that he could lead with an intention to learn ... every day and in every way. "The only secret to Toyota is its attitude toward learning." -- Isao Yoshino Let the Past Inform the Future: The Role of Reflection in Leadership By looking back at the past, we can learn and therefore shape our future. Through each story in this unique and inspiring book, Anderson shares Yoshino's experiences with leadership and learning, and his efforts at self-improvement while empowering others. Through those stories, you'll hear his reflections on what he learned then ... and what he is re-learning now with a different perspective as he looks back at the totality of his career. A must-read for those who: -- Want to become more people-centered leaders -- Currently practice lean or continuous improvement methods -- Serve in leadership, coaching, or operational management roles -- Want to learn more about Toyota's history and culture -- Are inspired by heartwarming stories of personal discovery and leadership With a foreword by John Shook, Chairman of the Lean Global Network.
Download or read book Life Lessons written by Melissa Benn and published by Verso Books. This book was released on 2018-10-09 with total page 177 pages. Available in PDF, EPUB and Kindle. Book excerpt: A radical agenda to make our education system fit for the twenty-first century Our education system has been damaged by politicians who have arrogantly imposed a regime of market-driven reforms. It is time to reframe education as an essential public good, one arising from a hunger to find more engaging ways to learn and the powerful imperative to make our society genuinely equal. In this timely and provocative essay, Melissa Benn argues for a National Education Service. Like the NHS, the NES would provide the framework for a life-long entitlement to education: from early-years provision to apprenticeships, universities and adult education. It should be free at the point of delivery. It should nurture teachers and scholarship, moving beyond an obsession with exam results to create fully rounded, questioning citizens. Its eventual aim should be an integrated, comprehensive system available to all.
Book Synopsis Service Is a Superpower by : Louie Gravance
Download or read book Service Is a Superpower written by Louie Gravance and published by Mascot Books. This book was released on 2020-04-07 with total page 192 pages. Available in PDF, EPUB and Kindle. Book excerpt: Louie Gravance is often referred to as "the guy that can make the Disney service concepts actually work outside of Disney." For over twenty-five years at the Walt Disney Company, Louie enjoyed a distinguished career with Disney theme parks, designing everything from live-entertainment experiences to customer service training programs through the Disney Institute in Orlando, Florida. At only twelve years old, he began working in California as a stage, film, and television actor and would go on to appear in movies, sitcoms, and over thirty-five national television commercials. In 1987, Gravance was offered a summer job with one of the entertainment industry's most successful providers of "magical" customer experiences, Disney theme parks, beginning as a comic at Disneyland in Anaheim, California and soon thereafter embarking on a nearly three-decade adventure at the Walt Disney World Resort in Orlando, Florida. Following his hugely effective tenure in Orlando, Gravance left Disney to pursue other opportunities and soon amassed even more success working as a consultant, customer service speaker, and corporate culture guru. Louie has designed multimillion-dollar service campaigns for companies such as Bank of America, ING Financial, Choice Hotels, Nikon, and The American Council of Independent Laboratories. Gravance is the recipient of the Disney Partners in Excellence Award and the Spirit of Disney Award and has been recognized internationally as a leading keynote speaker on the topic of customer service and employee engagement.
