Service Management
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A Practical Guide To Service Management
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Author : Keith D. Sutherland
language : en
Publisher: Packt Publishing Ltd
Release Date : 2023-10-13
A Practical Guide To Service Management written by Keith D. Sutherland and has been published by Packt Publishing Ltd this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-10-13 with Computers categories.
Develop and improve the service management capabilities of your organization or business with this comprehensive handbook Key Features A complete, pragmatic guide on service management from industry experts Learn industry best practices and proven strategies to establish and improve a service management capability Get hands on with implementing and maintaining a service management capability Purchase of the print or Kindle book includes a free PDF eBook Book DescriptionMany organizations struggle to find practical guidance that can help them to not only understand but also apply service management best practices. Packed with expert guidance and comprehensive coverage of the essential frameworks, methods, and techniques, this book will enable you to elevate your organization’s service management capability. You’ll start by exploring the fundamentals of service management and the role of a service provider. As you progress, you’ll get to grips with the different service management frameworks used by IT and enterprises. You'll use system thinking and design thinking approaches to learn to design, implement, and optimize services catering to diverse customer needs. This book will familiarize you with the essential process capabilities required for an efficient service management practice, followed by the elements key to its practical implementation, customized to the organization’s business needs in a sustainable and repeatable manner. You’ll also discover the critical success factors that will enhance your organization’s ability to successfully implement and sustain a service management practice. By the end of this handy guide, you’ll have a solid grasp of service management concepts, making this a valuable resource for on-the-job reference.What you will learn Discover a holistic approach to managing services Get acquainted with the service management methods, frameworks, and best practices Understand the significance of a service management strategy Demonstrate your skills to deliver high-quality, timely services Find out how to become a respected business partner to your customers Recognize the role of governance, outcomes, and markets Grasp the concept of value capture and maintaining value over time Explore common processes that lay the foundation for effective service management Who this book is forThis book is for anyone interested in gaining a general understanding of the value of enterprise/IT service management (ESM/ITSM), including but not limited to IT leadership, key business managers, business process analysts, business analysts, IT consultants, IT professionals, project managers, systems integrators, service desk managers, managed service providers, solution providers, and sales staff. Whether you’re new to service management or have prior experience, you’ll find valuable insights in this book.
Service Management
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Author : Bart van Looy
language : en
Publisher: Financial Times/Prentice Hall
Release Date : 2013
Service Management written by Bart van Looy and has been published by Financial Times/Prentice Hall this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013 with Service industries categories.
Over 75% of graduates currently find work in the service industries, but there are very few books that deal specifically with the subject of service management. This third edition of Services Management provides a comprehensive insight into the industry and its' importance in today's economies. The book is based on three central strands of services management: customers, employees and operations. The final part of the book addresses the issue of performance management and service strategy. Based on a series of research workshops with academics and practitioners at the Service Management C.
Service Management
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Author : Richard Normann
language : en
Publisher: Wiley
Release Date : 2001-01-17
Service Management written by Richard Normann and has been published by Wiley this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001-01-17 with Business & Economics categories.
In the world of industry and management producing 'intangible products' poses unique challenges. This book provides a comprehensive framework on these unique management issues and looks into the special characteristics of services and conditions necessary for success in the management of service organizations This classic book, as relevant as ever and updated, provides a set of ideas which has proved its power and validity beyond the fads of the moment, over an extended period of time. A book that is at the same time very holistic and conceptual, and yet both easy to grasp and to translate into practical action. It also evokes an alternative perspective on services, namely that of refocusing attention from the production and the product to the value creation process of customers. With these perspectivess every company todays needs to see itself as a service company. The book stresses the need for a streamlined service management system and analyses and illustrates growth strategies and the nature of innovation -but above all it emphasizes the special role played by good leadership. In particular, this edition looks at the role of technology in services as well as - more generally -the role of services in society. Of great value to managers and academics involved in the service industry this practical book, which has been translated into eight languages, will stimulate people to analyse and act on their situations.
Service Management
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Author : James A. Fitzsimmons
language : en
Publisher: Irwin Professional Publishing
Release Date : 2008
Service Management written by James A. Fitzsimmons and has been published by Irwin Professional Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008 with Business & Economics categories.
This title contains current examples from the field of technology. It also covers global operations and the need for continuous improvement in the quality and productivity in the service industry.
Service Management Principles And Practices
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Author : William H. Bleuel
language : en
Publisher:
Release Date : 1978
Service Management Principles And Practices written by William H. Bleuel and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1978 with Business & Economics categories.
Quality Service Management
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Author : John Maleyeff
language : en
Publisher: Routledge
Release Date : 2022-05-05
Quality Service Management written by John Maleyeff and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-05-05 with Business & Economics categories.
Providing clear guidance for anyone servicing internal or external customers, this book offers a framework for analyzing and managing quality using a comprehensive closed-loop approach. This book cuts through the complexities of the mantra ‘better, cheaper, faster’ (BCF) and offers procedures for the evaluation of customer needs, the determination of performance metrics, and the design of effective customer satisfaction surveys. It details basic statistical techniques and packages the framework, procedures, and methods into a management construct that includes external quality certification systems and internal performance management systems. Importantly, the book also describes how these systems can be implemented in a virtual workplace. This quality management book will be essential to service-oriented firms (financial, government, healthcare, hospitality, etc.), as well as any firm with internal customer service processes such as human resource management, purchasing, and accounting. Professionals at all levels, corporate trainers, and students will welcome this book’s common set of principles and tools, accompanied by many case studies that illustrate how they are applied in various environments.
Service Management And Marketing
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Author : Christian Gronroos
language : en
Publisher: Wiley
Release Date : 2007-02-27
Service Management And Marketing written by Christian Gronroos and has been published by Wiley this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-02-27 with Business & Economics categories.
"Professor Grönroos presents the most scholarly and provocative examination of services marketing. This book will challenge companies to rethink how they should manage their services in building their competitive strength and profitability. Grönroos continues as one of service marketing's most original and able thinkers." —Philip Kotler, S. C. Johnson Distinguished Professor of International Marketing J.L. Kellogg School of Management, Northwestern University "Christian Grönroos is a globally recognized expert on services management and marketing. His innovative thinking and writing in this book offer fresh insights on this timely topic." —Stephen W. Brown, PhD, Carson Chair, Professor and Executive Director, Center for Services Leadership, W. P. Carey School of Business, Arizona State University "After three decades of contributions to services, Grönroos keeps pioneering the field. In this new edition he recognizes the dramatic changes in the perception of service that are in the making. It is a creative book which does not just list various service issues but adds the author's personal touch to each of them." —Professor Evert Gummesson, Stockholm University School of Business, Sweden This fully updated third edition examines customer management in service competition and focuses on adopting a service logic in marketing. Christian Grönroos explains how to manage any organization as a service business, showing how to move closer to current and future customers. The service logic is all about customer focused management and service management, using current academic research and business practice to make organizations more successful. Topics that have been updated for the new edition include: Service and relationship perspectives Service and relationship quality Service management principles Profitability and productivity in services Integrated marketing communication Relationship communication and branding in services Internal marketing and service culture Why and how to transform a product-manufacturing firm into a service business
Public Service Management
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Author :
language : en
Publisher:
Release Date : 1912
Public Service Management written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1912 with Public utilities categories.
Service Management The Role Of Services In An Economychapter 2 The Nature Of Serviceschapter 3 Service Strategychapter 4 New Service Developmentchapter 5 Technology In Serviceschapter 6 Service Qualitychapter 7 The Service Encounterchapter 8 The Supporting Facilitychapter 9 Service Facility Locationchapter 10 Managing Service Projectschapter 11 Forecasting Demand For Serviceschapter 12 Managing Capacity And Demandchapter 13 Managing Waiting Lineschapter 14 Capacity Planning And Queuing Modelschapter 15 Managing Service Supply Relationshipschapter 16 Managing Facilitating Goodschapter 17 Growth And Globalization Of Services
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Author :
language : en
Publisher:
Release Date : 2006
Service Management The Role Of Services In An Economychapter 2 The Nature Of Serviceschapter 3 Service Strategychapter 4 New Service Developmentchapter 5 Technology In Serviceschapter 6 Service Qualitychapter 7 The Service Encounterchapter 8 The Supporting Facilitychapter 9 Service Facility Locationchapter 10 Managing Service Projectschapter 11 Forecasting Demand For Serviceschapter 12 Managing Capacity And Demandchapter 13 Managing Waiting Lineschapter 14 Capacity Planning And Queuing Modelschapter 15 Managing Service Supply Relationshipschapter 16 Managing Facilitating Goodschapter 17 Growth And Globalization Of Services written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006 with categories.
Basic Service Management
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Author : Rob England
language : en
Publisher: Two Hills Ltd
Release Date : 2011-08-26
Basic Service Management written by Rob England and has been published by Two Hills Ltd this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-08-26 with Business & Economics categories.
Service Management is the potent idea that could change your business. This useful little book is a pocket guide on how to operate any enterprise, described from the point of view of the services it delivers. After all, delivery is what success is all about. It describes the basics, in realistic pragmatic terms. And it is brief - we limited ourselves to 50 pages. Whether you are in manufacturing, trades, retail, IT, not-for-profit...; whether you provide service internally to the rest of your organisation or externally to paying customers; whether you work anywhere from a small business to a government department; this book introduces you to service management. It will get you started, get you up and running, and it will set you on the path to the advanced concepts if that is where you need to be.