Service Quality and Productivity Management

Service Quality and Productivity Management
Author: Jochen Wirtz
Publisher: Ws Professional
Total Pages: 80
Release: 2017
Genre: Business & Economics
ISBN: 9781944659424

Preface -- Introduction -- Integrating service quality and productivity strategies -- What is a service quality? -- Identifying and correcting service quality problems -- Measuring service quality -- Soft and hard service quality measures -- Learning from customer feedback -- Hard measures of service quality -- Tools to analyze and address service quality problems -- Return on quality -- Defining and measuring productivity -- Improving service productivity -- Conclusion -- Summary -- Endnotes

Personnel Literature

Personnel Literature
Author: United States. Office of Personnel Management. Library
Publisher:
Total Pages: 692
Release: 1986
Genre: Civil service
ISBN:

Succeed with Productivity and Quality

Succeed with Productivity and Quality
Author: Imre Bernolak
Publisher: Quality Press
Total Pages: 265
Release: 2009-03-13
Genre: Business & Economics
ISBN: 0873895266

This book is the culmination of inter-firm comparisons done by the author of more than 4,000 companies in over 100 different industries. These productivity analyses and comparisons all show that virtually every organization, even the best, can learn from their competitors and counterparts, as well as from self-analysis, about how to achieve more and better through improved organization and utilization of their resources. Part I explains what productivity is and why it’s so important. Part II describes how productivity problems and opportunities can be identified through measurement and systematic analysis. While this is not a statistical textbook, it explains through simple and practical solutions how one can benefit from relevant measurement. Part III outlines how each individual person can improve their productivity and become significantly more efficient and effective. Part IV reviews how productivity can be enhanced through better planning, organization, use of time, knowledge, technology and resources. This basic and comprehensive book is intended for entrepreneurs, managers of local branches of large corporations, such as banks, business chains, as well as managers or aspiring managers in other private or public organizations. It is essential reading for students of business administration, economics, as well as managerial practices, and fills a hole in the training of students in all fields where they will manage people and resources. Professionals, other knowledge workers and technical people also benefit because their professional training usually concentrates on their specific expertise and not productivity improvement. Over the years it has become clear that even managers of the best organizations can benefit by learning from the experience of others.

Winning In Service Markets: Success Through People, Technology And Strategy

Winning In Service Markets: Success Through People, Technology And Strategy
Author: Jochen Wirtz
Publisher: World Scientific
Total Pages: 704
Release: 2016-12-12
Genre: Business & Economics
ISBN: 1944659072

Winning in Service Markets: Success through People, Technology, and Strategy is the first practitioner book in the market to cover the key aspects of services marketing and management based on sound academic evidence and knowledge. Derived from the globally leading textbook for Services Marketing by the same author, this book offers a comprehensive overview of extant knowledge on the topic. Accessible and practical, Winning in Service Markets bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.

The Knowledge Link

The Knowledge Link
Author: Joseph Badaracco
Publisher: Harvard Business Press
Total Pages: 220
Release: 1991
Genre: Business & Economics
ISBN: 9780875842264

General Motor Company IBM.

The Peter Principle

The Peter Principle
Author: Dr. Laurence J. Peter
Publisher: Harper Collins
Total Pages: 138
Release: 2014-04-01
Genre: Humor
ISBN: 0062359495

The classic #1 New York Times bestseller that answers the age-old question Why is incompetence so maddeningly rampant and so vexingly triumphant? The Peter Principle, the eponymous law Dr. Laurence J. Peter coined, explains that everyone in a hierarchy—from the office intern to the CEO, from the low-level civil servant to a nation’s president—will inevitably rise to his or her level of incompetence. Dr. Peter explains why incompetence is at the root of everything we endeavor to do—why schools bestow ignorance, why governments condone anarchy, why courts dispense injustice, why prosperity causes unhappiness, and why utopian plans never generate utopias. With the wit of Mark Twain, the psychological acuity of Sigmund Freud, and the theoretical impact of Isaac Newton, Dr. Laurence J. Peter and Raymond Hull’s The Peter Principle brilliantly explains how incompetence and its accompanying symptoms, syndromes, and remedies define the world and the work we do in it.

Corporate Success Through People

Corporate Success Through People
Author: Nikolai Rogovsky
Publisher: Academic Foundation
Total Pages: 152
Release: 2006-03
Genre: Business & Economics
ISBN: 9788171884988

In today's global economy, corporate managers are in the front-line when it comes to transforming management principles from an abstract vision into reality. This practical volume reveals how International Labour Standards (ILS) can be effective and powerful tools around which managers can build their corporate policies and practices --particularly during this era of rapid economic change. Increasing competition, changing customer demands and new structures of production and work have all altered the dynamics of the business environment. This book examines these issues and explores how incorporating ILS can help enterprises meet the challenges. It looks at the interrelationship between good management practices and ILS through numerous case studies and examples from both large and small companies from all over the world and demonstrates how implementing ILS in any company makes sound business sense.

The 5 Choices

The 5 Choices
Author: Kory Kogon
Publisher: Simon and Schuster
Total Pages: 288
Release: 2014-12-30
Genre: Business & Economics
ISBN: 1476711712

"Time management for the 21st century"--Jacket.