[PDF] Basic Service Management eBook

Author : Rob England
Publisher : Two Hills Ltd
Page : 119 pages
File Size : 41,88 MB
Release : 2011-08-26
Category : Business & Economics
ISBN :

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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.

Author : OGC - Office of Government Commerce
Publisher : The Stationery Office
Page : 256 pages
File Size : 23,72 MB
Release : 2007-05-30
Category : Business & Economics
ISBN : 9780113310616

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ITIL was created by the UK government in the 1980s as an efficiency-improving initiative. This text gives an essential guide to the overall structure of ITIL and an outline of its principles.

Author : John Maleyeff
Publisher : Routledge
Page : 225 pages
File Size : 18,4 MB
Release : 2022-05-05
Category : Business & Economics
ISBN : 100058772X

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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.

Author : Rob England
Publisher : Lulu.com
Page : 65 pages
File Size : 50,25 MB
Release : 2011-08-01
Category : Business & Economics
ISBN : 0958296936

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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.

Author : Judith S. Hurwitz
Publisher : John Wiley & Sons
Page : 338 pages
File Size : 15,79 MB
Release : 2009-05-11
Category : Computers
ISBN : 0470529083

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A plain-English guide to managing IT from the customer's perspective Practical guidance on delivering and managing IT so that it meets the multiple needs and demands of a company and its customers and end-users–both inside and outside the organization–is hard to come by; this accessible book takes a common-sense approach that explains exactly what IT services are and how to fit them most effectively into a business Topics include setting a framework, keeping costs down, improving efficiency, and maintaining standards and best practices This concept of how IT should be wired specifically into the goals and need of the company and its customers is part of a broader picture that includes ITIL, BPM, SOA, and Six Sigma

Author : Judith S. Hurwitz
Publisher : John Wiley & Sons
Page : 338 pages
File Size : 16,88 MB
Release : 2009-05-11
Category : Computers
ISBN : 0470529083

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A plain-English guide to managing IT from the customer's perspective Practical guidance on delivering and managing IT so that it meets the multiple needs and demands of a company and its customers and end-users–both inside and outside the organization–is hard to come by; this accessible book takes a common-sense approach that explains exactly what IT services are and how to fit them most effectively into a business Topics include setting a framework, keeping costs down, improving efficiency, and maintaining standards and best practices This concept of how IT should be wired specifically into the goals and need of the company and its customers is part of a broader picture that includes ITIL, BPM, SOA, and Six Sigma

Author : Robert Johnston
Publisher : Pearson Higher Ed
Page : 489 pages
File Size : 36,84 MB
Release : 2012-08-07
Category : Business & Economics
ISBN : 0273740490

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This international market-leading book, aimed at both students and practising managers, provides a comprehensive and balanced introduction to service operations management. Building on the basic principles of operations management, the authors examine the operations decisions that managers face in controlling their resources and delivering services to their customers.

Author : Christian Grönroos
Publisher : John Wiley & Sons
Page : 500 pages
File Size : 46,37 MB
Release : 2007-06
Category :
ISBN : 9788126512874

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This is the third edition of a very successful book written by one of the leading writers and researchers in services marketing and management. Alongside the greater emphasis on the relationship approach to services marketing, this book provides a thorough update of various researches from the services marketing and relationship marketing field. It also includes new material on service recovery along with an in depth discussion of the basic ground rules and objectives of marketing. · The Service And Relationship Imperative: Managing In Service Competition · Managing Customer Relationships: An Alternative Paradigm In Management And Marketing · The Nature Of Services And Service Consumption, And Its Marketing Consequences · Service And Relationship Quality · Quality Management In Services · Return On Service And Relationships · Managing The Augmented Service Offering · Service Management Principles · Managing Productivity In Service Organizations · Managing Marketing Or Market-Oriented Management · Managing Integrated Marketing Communication And Total Communication · Managing Brand Relationships And Image · Customer-Focused Organization: Structure, Resources And Service Processes · Managing Internal Marketing: A Prerequisite For Successful Customer Management · Managing Service Culture: The Internal Service Imperative · Transforming A Manufacturing Firm Into A Service Business · Conclusions: Managing Services And Relationships

Author : Prafull Verma
Publisher :
Page : 154 pages
File Size : 39,56 MB
Release : 2014-09-25
Category :
ISBN : 9780692219959

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This book is intended to present simplified guide for IT generalists who are new to the service integration subject. The purpose of this book is to educate all IT professionals with the basic concepts of the service integration. Additionally the purpose is to provide the core guidance and foundation guidance to Service Management professionals, upon which they can build and implement the service integration in their environment.