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James A Fitzsimmons, Mona J Fitzsimmons
Service Management: Operations, Strategy, Information Technology w/Student CD

2007 y.
Publisher:
Description: - [detailed...]

ISBN: 0077228499
Book size: ; Page extent: 537.

 

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OGC
Service Operation (ITIL Lifecycle Core Library)

2007 y.
Publisher:
Description: - [detailed...]

ISBN: 0113310463
Book size: ; Page extent: .

 

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Robert Johnston, Graham Clark
Service Operations Management (3rd Edition) (Financial Times)

2008 y.
Publisher:
Description: - [detailed...]

ISBN: 1405847328
Book size: ; Page extent: 552.

 

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Robert Johnston, Graham Clark
Service Operations Management: Improving Service Delivery

2005 y.
Publisher: Prentice Hall
Description: Written for students of operations management courses on an undergraduate, MSc or MBA course, this book combines a practical approach with detailed theoretical underpinning to provide a valuable perspective on this growing area. Providing tools, frameworks and techniques for operational analysis and improvement, the text builds on the principles of operations management, examining the operations decisions that managers face in controlling their resources and in delivering services to their customers. [detailed...]

ISBN: 0273683675
Book size: ; Page extent: 516.

 

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Paul Allen
Service Orientation: Winning Strategies and Best Practices

2006 y.
Publisher:
Description: Companies face major challenges as they seek to flourish in competitive global markets, fuelled by developments in technology, from the Internet to grid computing and Web services. In this environment, service orientation - aligning business processes to the changing demands of customers - is emerging as a highly effective approach to increasing efficiency. In this book, Paul Allen provides an accessible guide to service orientation, showing how it works and highlighting the benefits it can deliver. The book provides an integrated approach: after covering the basics of service orientation, he discusses key issues such as business agility, designing quality-of-service infrastructure, implementing service-level agreements, and cultural factors. He provides roadmaps, definitions, templates, techniques, process patterns and checklists to help you realize service orientation. These resources are reinforced with detailed case studies, from the transport and banking sectors. Packed with [detailed...]

ISBN: 0521843367
Book size: ; Page extent: 360.

 

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Kyle Gabhart, Bibhas Bhattacharya
Service Oriented Architecture Field Guide for Executives

2008 y.
Publisher:
Description: Service Oriented Architecture Field Guide for Executives is a fundamental breakthrough in the business and technology perspectives of service oriented architecture (SOA). A valuable resource to help you understand and realize the benefits of SOA in today`s companies, this guide will show you how to plan, implement, and achieve SOA value. Use a prescriptive approach to help you clearly understand SOA and to determine its applications for your business. Applicable to all industries, technology platforms, and operating environments, this innovative book will provide you with essential strategies. [detailed...]

ISBN: 0470260912
Book size: ; Page extent: 228.

 

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Judith Hurwitz, Robin Bloor, Marcia Kaufman, Fern Halper
Service Oriented Architecture For Dummies (For Dummies (Computer/Tech))

2009 y.
Publisher:
Description: Feeling overwhelmed by the buzz about SOAservice oriented architecture? Take heart! Service Oriented Architecture For Dummies, 2nd Edition makes it easy to understand, plan, and implement the latest SOA solutions for your business. Whether youre the IT person responsible for developing SOA or the executive whos trying to get a handle on the concept, Service Oriented Architecture For Dummies, 2nd Edition will help you understand what SOA is, why its important, and how you can make the most of it. Youll find out about the business and financial aspects of SOA, how to decide if you need it, and what it can mean to your bottom line. Discover how to: Identify the main components of SOA and how they work to create business processes Create reusable, flexible systems and avoid common pitfalls Deconstruct business processes and applications to identify their components, then put them together in new ways Construct SOA business applications for maximum [detailed...]

ISBN: 0470376848
Book size: ; Page extent: 408.

 

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H. David Sherman, Joe Zhu
Service Productivity Management: Improving Service Performance using Data Envelopment Analysis (DEA)

2006 y.
Publisher:
Description: The service economy is now the largest portion of the industrialized world`s economic activity. This development has dramatically raised the importance of maximizing productivity excellence in service organizations. The need for productivity excellence has led service organization managers to use benchmarking techniques to identify and adopt best practices in their organizations. Benchmarking has enabled service organizations to continuously improve by allowing service units to learn from methods that prove the most efficient and effective. Service Productivity Management systematically explores complex service issues and suggests the most appropriate methods to improve service productivity, quality, and profitability. The book provides insights and methods to answer questions on a range of productivity issues: How do you manage profitability of a network of hundreds or thousands of branch offices disbursed over several states and countries? How can managed-care organizations manage [detailed...]

ISBN: 0387332111
Book size: ; Page extent: 328.

 

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Kenneth J. Turner, Evan H. Magill, David J. Marples
Service Provision - Technologies for Next Generation Communications (Wiley Series on Communications Networking &, Distributed Systems)

y.
Publisher:
Description: This book provides the first overview of the service technologies available to telecoms operators working in a post-convergence world. Previous books have focused either on computer networks or on telecoms networks. This is the first to bring the two together and provide a single reference source for information that is currently only to be found in disparate journals, tool specifications and standards documents. In order to provide such broad coverage of the topic in a structured and logical fashion, the book is divided into 3 parts. The first part looks at the underlying network support for services and aims to explain the technology that makes the user-visible services possible. This section covers multimedia networking, both traditional (legacy) and future (softswitch) call processing, intelligent networks, the Internet, and Wireless networks. Part 2 deals with how these services may be analysed and managed. Chapters cover topics such as commercial issues, service [detailed...]

ISBN: 0470850663
Book size: ; Page extent: 0.

 

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Gudrun Kochendorfer-Lucius, Boris Pleskovic
Service Provision for the Poor: Public and Private Sector Cooperation / Berlin Workshop Series 2004 (Berlin Workshop Series)

y.
Publisher:
Description: [detailed...]

ISBN: 082135616X
Book size: ; Page extent: .

 

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Benjamin Schneider
Service Quality : Research Perspectives (Foundations for Organizational Science)

2003 y.
Publisher:
Description: Book Description `This book is not a `one-minute` guide for managers in search of alleged quick-fixes of service quality. Instead, it is thirty years of accumulated theory and research that can help serious students understand and analyze this complexphenomenon. The book succeeds in embedding the often overlooked customer within organization studies, using the interdisciplinary approach that scholars preach but seldom practice, and closing with an agenda for future research that others might even find worth pursuing.` --Dr. David E. Bowen, Professor of Management and Dean of Faculty and [detailed...]

ISBN: 0761921478
Book size: ; Page extent: .

 

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Roland T. Rust, Richard L. Oliver
Service Quality: New Directions in Theory and Practice

y.
Publisher:
Description: In this book leading scholars and practitioners present the latest research and theory in customer satisfaction and services marketing with a wealth of stimulating ideas. Topics discussed include: the measurement of the managerial impact on service quality improvement, new methods of assessing the various elements of service quality, and philosophies of the nature of customer value. The diverse viewpoints of the contributors reveal the variety of emerging ideas on the subject of service quality. [detailed...]

ISBN: 0803949200
Book size: ; Page extent: .

 

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Cheng Hsu
Service Science: Design for Scaling and Transformation

2009 y.
Publisher:
Description: Service science is an emerging field, but many still consider it lacking in substance. This book aims to change the situation by addressing the following questions: What is the big story about service? What are the main research problems in service? What does a connected world mean? Does service require a different kind of design science? What will be the next waves of the Web? How to support universal value co-creation? How to unite Cyberspace wilt physical space? Is it feasible to connect information resources everywhere? To answer these questions, the book presents and substantiates a digital connections scaling (DCS) model, complete with a population-oriented design paradigm and a new class of microeconomic production functions to explain the paths of transformation into the future - one of the most original results today. Next, the book analyzes new business designs on the Web and characterizes a service-led revolution for the Knowledge Economy. Thirdly, it develops systems [detailed...]

ISBN: 9812836764
Book size: ; Page extent: 350.

 

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Robert G. Stemper
Service Selling : A Guide to Increasing Sales and Profits in Consumer Financial Services

y.
Publisher:
Description: A guide to improving sales and profits in consumer financial services that stresses the development of a sales and service culture. The key principles discussed are interaction with customers, cultural support and values, service from the customer`s point of view, service selling, characteristics of successful sales organizations, star sales people, perfecting the sales process, dealing with prospective clients, and ongoing interaction with the client. [detailed...]

ISBN: 0471540307
Book size: ; Page extent: .

 

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Jacques Horovitz
Service Strategy: Management Moves for Customer Results

2004 y.
Publisher: Financial Times Prentice Hall
Description: Looking at issues like segmentation, measurement, loyalty and people this book provides a systematic approach to service strategy, distilled from over twelve years work with over 100 companies. The second edition is thoroughly revised, adding even more practical advice, checklists and case studies as well as an entirely new chapter `Managing company processes around the customers: the hard side for getting things done` on the nitty gritty of implementation. Each chapter introduces a step-by-step approach which the reader can easily use in their business. Drawing on personal experience of working with many companies in a number of sectors, Horovitz has outlined the `dos` and `don`ts` - mistakes made over and over again by many companies. Each chapter concludes with the questions one should ask for self-diagnosis and to help the reader get started on the path of improving their company`s service levels. : 16 x 24 . [detailed...]

ISBN: 0-273-67583-4
Book size: ; Page extent: 222.

 

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Daniel I. Kaplan
Service Success! Lessons From a Leader on How to Turn Around a Service Business

y.
Publisher:
Description: Singled out by Fortune and The New York Times as a remarkable manager, Dan Kaplan has pioneered a revolutionary new system for measuring service quality to help managers keep track of intangibles in a service business. Provides a straightforward, practical case study of managing for excellence along with invaluable insight into the potentials and limitations inherent in the management systems under which organizations operate. [detailed...]

ISBN: 0471591297
Book size: ; Page extent: .

 

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OGC
Service Transition (ITIL Lifecycle Core Library)

2007 y.
Publisher:
Description: - [detailed...]

ISBN: 0011331048
Book size: ; Page extent: .

 

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Helen Brafield, Terry Eckersley
Service User Involvement: Reaching the Hard to Reach in Supported Housing

2007 y.
Publisher: Jessica Kingsley Publishers
Description: Involving service users in both day-to-day and long-term strategic planning is known to empower clients and result in improved services, yet there is a lack of practical guidance on how this can be achieved.Drawing on original research, this book offers imaginative and effective strategies for consulting with service users who have been historically difficult to engage with, including homeless people, care leavers, ex-offenders, travellers, women escaping domestic violence and black and minority ethnic groups.The authors explore traditional consultation methods such as meetings and questionnaires, as well as informal and creative activities such as writing, art, photography and video work as ways of gathering clients` views. They make practical suggestions as to how organizational structures and individual attitudes can be changed to overcome the barriers to successful consultation.Including many real-life examples of good practice, the book is a step-by-step guide to creating a [detailed...]

ISBN: 1843103435
Book size: ; Page extent: 222.

 

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Christine West
Service With a Smile

y.
Publisher:
Description: Waiter / Waitress Training 1001 Tips For Making Bigger Tips [detailed...]

ISBN: 158961058X
Book size: ; Page extent: .

 

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C. Macdonald
Service Work: Critical Perspectives

2008 y.
Publisher:
Description: In an important sense contemporary economies are predominantly service economies. Critical social analysis, which has historically developed in relation to manufacturing settings, is beginning to address this central importance of service work. For instance, authors such as George Ritzer and Alan Bryman have developed a general approach to societies through root metaphors based in service settings (McDonaldization and Disneyization respectively). Other authors have applied particular traditions of critical social theory to the specificities of service work. This is an area of considerable and burgeoning intellectual energy and interest. At present, however, there is no one volume which brings together these different critical perspectives on services work. There is no volume which brings together these different critical perspectives and which reflects on their collective contribution, their compatibilities and their differences. [detailed...]

ISBN: 0415953162
Book size: ; Page extent: 195.

 

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C. Macdonald
Service Work: Critical Perspectives

2008 y.
Publisher:
Description: In an important sense contemporary economies are predominantly service economies. Critical social analysis, which has historically developed in relation to manufacturing settings, is beginning to address this central importance of service work. For instance, authors such as George Ritzer and Alan Bryman have developed a general approach to societies through root metaphors based in service settings (McDonaldization and Disneyization respectively). Other authors have applied particular traditions of critical social theory to the specificities of service work. This is an area of considerable and burgeoning intellectual energy and interest. At present, however, there is no one volume which brings together these different critical perspectives on services work. There is no volume which brings together these different critical perspectives and which reflects on their collective contribution, their compatibilities and their differences. [detailed...]

ISBN: 0415953170
Book size: ; Page extent: 195.

 

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Alice Terry, Jann Bohnenberger
Service-Learning . . . by Degrees: How Adolescents Can Make a Difference in the Real World

2007 y.
Publisher:
Description: s Adolescents need more than in-school learning. They need to see the connection between classroom learning and the world around them. Service-learning forges that connection by combining the best aspects of experiential learning, immersion, and social interaction. Yet despite its obvious advantages, there is a critical shortage of practical guides to assist in implementing and sustaining successful service-learning programs for adolescents. Service-Learningaby Degrees changes that. s Service-Learningaby Degrees is based on the more than thirty-five years of collective experience Alice Terry and Jann Bohnenberger have in creating, refining, and managing high-quality, meaningful service-learning projects for middle school students. From the ground up, Service-Learningaby Degrees takes you through the developmental aspects of the most popular and effective types of service-learning, first clarifying competing and confusing notions of [detailed...]

ISBN: 0325009864
Book size: ; Page extent: 184.

 

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Barbara Jacoby, Associates
Service-Learning in Higher Education : Concepts and Practices (Jossey-Bass Higher and Adult Education Series)

y.
Publisher:
Description: Our communities depend on our ability to make the connection between education and democracy. This book can breathe new life into colleges and universities that want to reinforce their public service mission. Jacoby and her colleagues tell us how to do it. --Dolores E. Cross, president, Chicago State University Combining the most current theory and practice in the field of service-learning with many examples from actual campuses, Service-Learning in Higher Education is a comprehensive guide to developing high-quality service-learning experiences both in the curriculum and through student affairs programs. [detailed...]

ISBN: 0787902918
Book size: ; Page extent: .

 

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Norbert Bieberstein, Sanjay Bose, Marc Fiammante, Keith Jones, Rawn Shah
Service-Oriented Architecture (SOA) Compass: Business Value, Planning, and Enterprise Roadmap (Developerworks)

2005 y.
Publisher:
Description: - [detailed...]

ISBN: 0131870025
Book size: ; Page extent: 272.

 

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Eric A. Marks
Service-Oriented Architecture (SOA) Governance for the Services Driven Enterprise

2008 y.
Publisher:
Description: A must-have guide for all companies undertaking service-oriented architecture (SOA) and IT governance Service-Oriented Architecture Governance for the Services Driven Enterprise expertly covers the business, organizational, process, compliance, security, and technology facets of SOA and IT governance. This book provides a comprehensive enterprise view of governance from a strategic and tactical perspective, as well as modeling and planning tools to help evolve a company`s ongoing governance requirements. Written by Eric Marks and the industry`s leading SOA authorities, this essential book provides a refreshing business-driven perspective to SOA and IT governance. [detailed...]

ISBN: 0470171251
Book size: ; Page extent: 330.

 

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Eric A. Marks, Michael Bell
Service-Oriented Architecture (SOA): A Planning and Implementation Guide for Business and Technology

2006 y.
Publisher: Wiley
Description: `This book provides a superb overview of the SOA topic. Marks and Bell provide practical guidance across the entire SOA life cycle-from business imperatives and motivations to the post-deployment business and technical metrics to consider. With this book, Marks and Bell demonstrate a unique ability to take the complex dynamics of SOA, and through an eloquent set of metaphors, models, and principles, provide an understandable and insightful how-to manual for both technical and business executives. This will become a required handbook for any organization implementing SOA.` Dan Bertrand, Enterprise Technology Officer &, EDS Fellow, EDS Corporation `A fundamental breakthrough in the business and technology perspectives of SOA-this book belongs in every software developer, architect, and IT executive library. Marks and Bell demonstrate a creative and practical approach to building complex, service-oriented systems. I especially liked the hands-on perspective brought to multiple [detailed...]

ISBN: 0471768944
Book size: ; Page extent: 384.

 

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Thomas Erl
Service-Oriented Architecture (SOA): Concepts, Technology, and Design

2005 y.
Publisher:
Description: - [detailed...]

ISBN: 0131858580
Book size: ; Page extent: 792.

 

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Angela Yochem, Les Phillips, Frank Martinez, Hugh Taylor
Service-Oriented Architecture and Event-Driven Architecture: J2EE Integrated Solutions

2008 y.
Publisher:
Description: - [detailed...]

ISBN: 0321322118
Book size: ; Page extent: 272.

 

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Munindar P. Singh, Michael N. Huhns
Service-Oriented Computing: Semantics, Processes, Agents

2005 y.
Publisher:
Description: This comprehensive textA explains the principles and practice of Web services and relates all concepts to practical examples and emerging standards.A Its discussions include: Ontologies Semantic web technologies Peer-to-peer service discovery Service selection Web structure and link analysis Distributed transactions Process modelling Consistency management.A TheA application of these technologiesA is clearly explainedA within the context ofA planning, negotiation, contracts, compliance, privacy, and network policies. TheA presentation ofA the intellectual underpinnings of Web services draws from several key disciplines such as databases, distributed computing, artificial intelligence, and multi-agent systems for techniques and formalisms.A Ideas from these disciplines are united in the context of Web services and service-based applications.A Featuring an accompanying website and [detailed...]

ISBN: 0470091487
Book size: ; Page extent: 588.

 

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Service-Oriented Software System Engineering Challenges and Practices

2005 y.
Publisher:
Description: Current IT developments like component-based development and Web services have emerged as effective ways of building complex enterprise-scale information systems and providing enterprise application integration. To aid this process, platforms such as .NET and WebSphere have become standards in web-based systems development. However, there are still a lot of issues that need to be addressed before service-oriented software engineering (SOSE) becomes a prominent and widely accepted paradigm for enterprise information systems development and integration. Service-Oriented Software System Engineering: Challenges and Practices provides a comprehensive view of SOSE through a number of different perspectives. Some of those perspectives include: service-based concepts, modeling and documentation, service discovery and composition, service-oriented architecture, model-driven development of service-oriented applications, service security and service-orientation in mobile settings. It provides [detailed...]

ISBN: 1591404274
Book size: ; Page extent: 413.

 

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Jim Williamson
Service: Brief Lessons and Inspiring Stories : A Book to Inspire and Celebrate Your Achievements (Lessons Learned)

y.
Publisher:
Description: This is Jim Williamson`s long-awaited guide book for today`s high-performance service organization. Williamson`s premise is a powerful one: The sole purpose of business is to create, serve and satisfy a customer, from beginning to end---and that`s EVERYONE`S job. Delivering extraordinary customer value. Getting the sales and service team to beat with one heart. Focusing on the customer rather than ourselves. This is the spirit of every spread. [detailed...]

ISBN: 1888387777
Book size: ; Page extent: .

 

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