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Propuesta Para Mejorar El Nivel De Cumplimiento Al Cliente
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Book Synopsis El cliente es lo primero by : Denis Walker
Download or read book El cliente es lo primero written by Denis Walker and published by . This book was released on 1991 with total page 217 pages. Available in PDF, EPUB and Kindle. Book excerpt: Los clientes constituyen el elemento vital de cualquier organización. Sin embargo, son pocas las que consiguen adaptarse a las necesidades de sus clientes, ya sean en cuanto a calidad, eficiencia o servicio personal. Los directivos deben empezar a entender que mejorar la calidad que ofrecen a sus clientes no es una cuestión de elección: la vida de la organización depende de ello. El presente libro va dirigido fundamentalmente a aquellos ejecutivos que se dan cuenta de que, para lograr mejorar la calidad y comprometerse totalmente al servicio del cliente, se necesita un nuevo estilo de dirección. Se trata de un estilo basado en conseguir que el personal, cualquiera que sea su nivel, esté perfectamente preparado y dotado de los conocimientos necesarios, que podrá aplicar después a la búsqueda de mejores métodos operativos. INDICE: ¿Qué es servicio?. Estrategia de servicio. Conocer al cliente. Conocer a la competencia. Crear una visión de futuro. Organizarse para prestar el servicio. Examen de los aspectos materiales del servicio. Examen de los aspectos personales del servicio. ¿Qué salió mal?. La importancia de la responsabilidad. ¿Dónde estamos ahora?. Visiones y valores. Lanzamiento de un programa de servicio. Mantener el impulso. Dirigir una empresa de servicios. Marketing del servicio al cliente. Resolución de quejas del cliente, etc.
Book Synopsis Principles of Operations Management by : Jay H. Heizer
Download or read book Principles of Operations Management written by Jay H. Heizer and published by Pearson Educación. This book was released on 2004 with total page 710 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this textbook, Heizer (business administration, Texas Lutheran U.) and Render (operations management, Rollins College) provide a broad introduction to the field of operations management. A sampling of topics includes operations strategy for competitive advantage, forecasting, design of goods and services, human resources, e- commerce, project management, inventory management, and maintenance. The CD-ROM contains video case studies, lecture notes, Excel OM and Extend software, and additional practice problems. Annotation copyrighted by Book News Inc., Portland, OR
Book Synopsis Benchmarking Water Services by : Enrique Cabrera Jr
Download or read book Benchmarking Water Services written by Enrique Cabrera Jr and published by IWA Publishing. This book was released on 2011-03-01 with total page 185 pages. Available in PDF, EPUB and Kindle. Book excerpt: Benchmarking has become a key tool in the water industry to promote and achieve performance targets for utilities. The use of this tool for performance improvement through systematic search and adaptation of leading practices, has expanded globally during the past decade. Many ongoing projects worldwide aim to address different needs and objectives, in varying contexts, with outstanding results and impact. Benchmarking Water Services provides valuable information to everyone interested in benchmarking in the water industry. The text is aimed at utilities considering joining a benchmarking project, experienced practitioners in charge of organizing a benchmarking exercise, consultants, regulators and researchers. The document is presented with a clear practice oriented approach and can be used as a how-to-benchmark guide presented from different perspectives (participants, organizers, supervising bodies). Readers will gain practical insight on real life benchmarking practices and will benefit from the experiences gained in some of the leading benchmarking projects of the water industry (including the IWA-WSAA benchmarking efforts, the European Benchmarking Co-operation and the several benchmarking projects carried out in Austria and Central Europe). The manual also presents the new IWA Benchmarking Framework, which aims to harmonize the terms used to describe benchmarking and performance indicators practices in the water industry, guaranteeing a more fluent and efficient communication. This Manual of Best Practice is edited by the IWA Specialist Group on Benchmarking and Performance Assessment, and co-published by AWWA and IWA Publishing. Praise for Benchmarking Water Services: "The continual trend of conceptual to specifics throughout the book provides for an educational experience each time the book is either casually perused or carefully studied." "The authors (Cabrera, Haskins and Fritiz) diligently pursue the focus of improvement." "Benchmarking Water Services is an in depth and practical ‘must have’ guide for any utility currently engaged in or planning to develop a benchmarking process" - Gregory M. Baird (2012) Benchmarking: An International Journal 19:2. More information about the book can be found on the Water Wiki in an article written by the author: http://www.iwawaterwiki.org/xwiki/bin/view/Articles/TheNewIWABenchmarkingFramework A Spanish language version of this book is available as a free eBook: http://www.iwawaterwiki.org/xwiki/bin/view/Articles/eBookTitlesfromIWAPublishingFreetoDownload-Volume2#HBenchmarkingParaServiciosdeAgua
Download or read book INFOLAC written by and published by . This book was released on 2005 with total page 156 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author :Association for the Study of the Cuban Economy. Meeting Publisher :Florida International University ISBN 13 : Total Pages :394 pages Book Rating :4.F/5 ( download)
Book Synopsis Cuba in Transition by : Association for the Study of the Cuban Economy. Meeting
Download or read book Cuba in Transition written by Association for the Study of the Cuban Economy. Meeting and published by Florida International University. This book was released on 1993 with total page 394 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Services vétérinaires by : E. Correa Melo
Download or read book Services vétérinaires written by E. Correa Melo and published by OIE. This book was released on 2003 with total page 436 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book The Cuba Paper Series written by and published by . This book was released on 1993* with total page 600 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Information Technology Outsourcing by : Suzanne Rivard
Download or read book Information Technology Outsourcing written by Suzanne Rivard and published by Routledge. This book was released on 2015-03-26 with total page 425 pages. Available in PDF, EPUB and Kindle. Book excerpt: This new volume in the "Advances in Management Information Systems" series presents the latest cutting-edge knowledge in IT outsourcing. As part of the growing business trend to outsourcing various operations, IT outsourcing both determines the governance of a vital organizational function and influences the processes of exploitation and exploration in all other functions of an enterprise. In keeping with the mission of the "AMIS" series, the editors of this volume have framed the domain of research and practice broadly. "Information Technology Outsourcing" provides leading edge research on both the variety of decisions regarding the outsourcing of IS services and the management of the relationship with service suppliers.
Book Synopsis Guide for the Perplexed by : Moses Maimonides
Download or read book Guide for the Perplexed written by Moses Maimonides and published by CCEL. This book was released on 2021 with total page 605 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the 12th century, Moses Maimonides wrote a long letter to one of his rabbinical students discussing a variety of philosophical matters concerning theology. The text tries to clarify some of the contradictions between the literal meaning of the Torah and its philosophical explications. This work is still of interest to contemporary philosophers and theologians.
Book Synopsis A Technique for the Measurement of Attitudes by : Rensis Likert
Download or read book A Technique for the Measurement of Attitudes written by Rensis Likert and published by . This book was released on 1987 with total page 55 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book SPIN® -Selling written by Neil Rackham and published by Taylor & Francis. This book was released on 2020-04-28 with total page 253 pages. Available in PDF, EPUB and Kindle. Book excerpt: True or false? In selling high-value products or services: 'closing' increases your chance of success; it is essential to describe the benefits of your product or service to the customer; objection handling is an important skill; open questions are more effective than closed questions. All false, says this provocative book. Neil Rackham and his team studied more than 35,000 sales calls made by 10,000 sales people in 23 countries over 12 years. Their findings revealed that many of the methods developed for selling low-value goods just don‘t work for major sales. Rackham went on to introduce his SPIN-Selling method. SPIN describes the whole selling process: Situation questions Problem questions Implication questions Need-payoff questions SPIN-Selling provides you with a set of simple and practical techniques which have been tried in many of today‘s leading companies with dramatic improvements to their sales performance.
Book Synopsis Trust in Organizations by : Roderick Moreland Kramer
Download or read book Trust in Organizations written by Roderick Moreland Kramer and published by SAGE. This book was released on 1996 with total page 442 pages. Available in PDF, EPUB and Kindle. Book excerpt: Perspectives from organizational theory, social psychology, sociology and economics are brought together in this volume to provide a broad coverage of trust, including the psychological and social antecedents of trust.
Book Synopsis Community-Based Participatory Research for Health by : Meredith Minkler
Download or read book Community-Based Participatory Research for Health written by Meredith Minkler and published by Jossey-Bass. This book was released on 2002-11-18 with total page 532 pages. Available in PDF, EPUB and Kindle. Book excerpt: Meredith Minkler and Nina Wallerstein have brought together, in one important volume, a stellar panel of contributors who offer a comprehensive resource on the theory and application of community based participatory research. Community Based Participatory Research for Health contains information on a wide variety of topics including planning and conducting research, working with communities, promoting social change, and core research methods. The book also contains a helpful appendix of tools, guides, checklists, sample protocols, and much more.
Book Synopsis The Challenger Sale by : Matthew Dixon
Download or read book The Challenger Sale written by Matthew Dixon and published by Penguin. This book was released on 2011-11-10 with total page 242 pages. Available in PDF, EPUB and Kindle. Book excerpt: What's the secret to sales success? If you're like most business leaders, you'd say it's fundamentally about relationships-and you'd be wrong. The best salespeople don't just build relationships with customers. They challenge them. The need to understand what top-performing reps are doing that their average performing colleagues are not drove Matthew Dixon, Brent Adamson, and their colleagues at Corporate Executive Board to investigate the skills, behaviors, knowledge, and attitudes that matter most for high performance. And what they discovered may be the biggest shock to conventional sales wisdom in decades. Based on an exhaustive study of thousands of sales reps across multiple industries and geographies, The Challenger Sale argues that classic relationship building is a losing approach, especially when it comes to selling complex, large-scale business-to-business solutions. The authors' study found that every sales rep in the world falls into one of five distinct profiles, and while all of these types of reps can deliver average sales performance, only one-the Challenger- delivers consistently high performance. Instead of bludgeoning customers with endless facts and features about their company and products, Challengers approach customers with unique insights about how they can save or make money. They tailor their sales message to the customer's specific needs and objectives. Rather than acquiescing to the customer's every demand or objection, they are assertive, pushing back when necessary and taking control of the sale. The things that make Challengers unique are replicable and teachable to the average sales rep. Once you understand how to identify the Challengers in your organization, you can model their approach and embed it throughout your sales force. The authors explain how almost any average-performing rep, once equipped with the right tools, can successfully reframe customers' expectations and deliver a distinctive purchase experience that drives higher levels of customer loyalty and, ultimately, greater growth.
Book Synopsis LISREL Approaches to Interaction Effects in Multiple Regression by : James Jaccard
Download or read book LISREL Approaches to Interaction Effects in Multiple Regression written by James Jaccard and published by SAGE. This book was released on 1996-03-21 with total page 116 pages. Available in PDF, EPUB and Kindle. Book excerpt: With detailed examples, this book demonstrates the use of the computer program LISREL and how it can be applied to the analysis of interactions in regression frameworks. The authors consider a wide range of applications including: qualitative moderator variables; longitudinal designs; and product term analysis. They describe different types of measurement error and then present a discussion of latent variable representations of measurement error which serves as the foundation for the analyses described in later chapters. Finally they offer a brief introduction to LISREL and show how it can be used to execute the analyses. Readers can use this book without any prior training in LISREL and will find it an excellent introduction to analytic methods that deal with the problem of measurement error in the analysis of interactions.
Book Synopsis Qualitative approaches to research on plurilingual education / Enfocaments qualitatius per a la recerca en educació plurilingüe / Enfoques cualitativos para la investigación en educación plurilingüe by : Emilee Moore
Download or read book Qualitative approaches to research on plurilingual education / Enfocaments qualitatius per a la recerca en educació plurilingüe / Enfoques cualitativos para la investigación en educación plurilingüe written by Emilee Moore and published by Research-publishing.net. This book was released on 2017-03-27 with total page 527 pages. Available in PDF, EPUB and Kindle. Book excerpt: This handbook is a guide for researchers in plurilingual education. It introduces notions of collaborative research, action-research, ethnography, conversation analysis and mediated discourse analysis. It also discusses ethics, how to collect and organize plurilingual and multimodal corpora, and write up research papers.Aquest manual és una guia per a la recerca en educació plurilingüe. S'hi introdueixen conceptes de recerca col·laborativa, recerca-acció, etnografia, anàlisi de la conversa i anàlisi del discurs mediat. També s'hi discuteixen qüestions d'ètica, maneres de recopilar i organitzar corpus plurilingües i multimodals, i d’escriure textos de recerca.Este manual es una guía para la investigación en educación plurilingüe. Se introducen conceptos de investigación colaborativa, investigación-acción, etnografía, análisis de la conversación y análisis del discurso mediado. También se discuten cuestiones de ética, maneras de recopilar y organizar corpus plurilingües y multimodales, y de redactar textos de investigación.
Book Synopsis Quantifying the User Experience by : Jeff Sauro
Download or read book Quantifying the User Experience written by Jeff Sauro and published by Morgan Kaufmann. This book was released on 2016-07-12 with total page 374 pages. Available in PDF, EPUB and Kindle. Book excerpt: Quantifying the User Experience: Practical Statistics for User Research, Second Edition, provides practitioners and researchers with the information they need to confidently quantify, qualify, and justify their data. The book presents a practical guide on how to use statistics to solve common quantitative problems that arise in user research. It addresses questions users face every day, including, Is the current product more usable than our competition? Can we be sure at least 70% of users can complete the task on their first attempt? How long will it take users to purchase products on the website? This book provides a foundation for statistical theories and the best practices needed to apply them. The authors draw on decades of statistical literature from human factors, industrial engineering, and psychology, as well as their own published research, providing both concrete solutions (Excel formulas and links to their own web-calculators), along with an engaging discussion on the statistical reasons why tests work and how to effectively communicate results. Throughout this new edition, users will find updates on standardized usability questionnaires, a new chapter on general linear modeling (correlation, regression, and analysis of variance), with updated examples and case studies throughout. - Completely updated to provide practical guidance on solving usability testing problems with statistics for any project, including those using Six Sigma practices - Includes new and revised information on standardized usability questionnaires - Includes a completely new chapter introducing correlation, regression, and analysis of variance - Shows practitioners which test to use, why they work, and best practices for application, along with easy-to-use Excel formulas and web-calculators for analyzing data - Recommends ways for researchers and practitioners to communicate results to stakeholders in plain English
