Bill Price en David Jaffe laten zien hoe managers de verkeerde metriek gebruiken om klantservice te regelen. Customer service is alleen nodig wanneer een bedrijf iets fout doet; het opheffen van service is de beste manier om klanten tevreden te stellen, aldus de auteurs van 'The Best Service is No Service'.  Meer

Dit boek biedt inzicht in de praktijk van outsourcing. De focus ligt op wereldwijde outsourcing. Een keur aan internationaal gerespecteerde academici gaan in op onderwerpen als IT-outsourcing, de outsourcing van bedrijfsprocessen en netsourcing.  Meer

Hoewel de professionele dienstverlening inmiddels bijna 20% van de economische activiteit uitmaakt in de Westerse wereld wordt nog onvoldoende begrepen hoe bedrijven in de professionele dienstverlening georganiseerd en geleid kunnen worden.  Meer

'Winning at Service' kan uitkomst bieden voor managers van andere dienstverleningsorganisaties die de ambitie hebben hun bedrijf uit te bouwen tot een eersteklas wereldbedrijf.  Meer

This ground-breaking textbook covers all aspects of the subject and draws on a wide range of applications in the service industries. Three sections comprise this book: the first presents underpinning knowledge associated with Yield Management; the second examines contemporary models of Yield Management across a number of service sectors; and the third reviews how Yield Management acts as a decision support system for front-line staff and managers, and also highlights the growing importance of new technologies.  Meer

A hands-on guide to modeling and managing business services using Oracle Enterprise Manager 11g R1Govern Business Service Management using Oracle Enterprise Manager 11gR1Discover the evolution of enterprise IT infrastructure and the modeling paradigms to manage itUse and apply various techniques in modeling complex data centers using Oracle Enterprise ManagerModel and define various composite targets such as Groups, Systems,and ServicesUnderstand active and passive modeling using Beacons, Service Tests, and System targetsMonitor the capabilities of service targets in Oracle Enterprise Manager with a special focus on service levels, dashboards, widgets, and reportsLearn the key techniques and best practices of modeling and monitoring data centers using pragmatic examplesIn DetailOracle Enterprise Manager Grid Control is a release of Oracle Enterprise Manager that is used to model and manage the entire Oracle Grid and beyond.  Meer

Although the nature of service delivery varies significantly from profession to profession, the way the service is delivered tends to be fairly consistent among professions—or, at least, it should be.  Meer

Pro Team Foundation Service gives you a jump-start into Microsoft's cloud-based Application Lifecycle Management platform, taking you through the different stages of software development.  Meer

'Service Design for Business' helps you transform your customer's experience and keep them engaged through the art of intentional service design.  Meer

Service Operations Management, 6th edition is a leading text in the field and provides an understanding of how service performance can be improved in organisations.  Meer

The delivery of a service component as an added value when providing products, servitization is all the rage in the manufacturing sector around the world.  Meer

Aan de hand van een logisch stappenplan gaat dit boek in op het ontwerp, de bouw en de verbetering van een facilitaire servicedesk in brede zin.  Meer

In dit pakket vindt u de titels 'eSourcing Capability Model for Service Providers (eSCM-SP)' en 'The eSourcing Capability Model for Client Organizations (eSCM-CL)'.  Meer

'This is Service Design Thinking' beschrijft een interdisciplinaire benadering voor het ontwerpen van services. Het boek illustreert het opkomende terrein van service design.  Meer