Download or read book Good Services written by Louise Downe and published by BIS Publishers. This book was released on 2020-03-03 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service design is a rapidly growing area of interest in design and business management. There are a lot of books on how to get started, but this is the first book that describes what a "good" service is and how to design one. This book lays out the essential principles for building services that work well for users. Demystifying what we mean by a "good" and "bad" service and describing the common elements within all services that mean they either work for users or don't. A practical book for practitioners and non-practitioners alike interested in better service delivery, this book is the definitive new guide to designing services that work for users.
Download or read book Site Reliability Engineering written by Niall Richard Murphy and published by "O'Reilly Media, Inc.". This book was released on 2016-03-23 with total page 552 pages. Available in PDF, EPUB and Kindle. Book excerpt: The overwhelming majority of a software system’s lifespan is spent in use, not in design or implementation. So, why does conventional wisdom insist that software engineers focus primarily on the design and development of large-scale computing systems? In this collection of essays and articles, key members of Google’s Site Reliability Team explain how and why their commitment to the entire lifecycle has enabled the company to successfully build, deploy, monitor, and maintain some of the largest software systems in the world. You’ll learn the principles and practices that enable Google engineers to make systems more scalable, reliable, and efficient—lessons directly applicable to your organization. This book is divided into four sections: Introduction—Learn what site reliability engineering is and why it differs from conventional IT industry practices Principles—Examine the patterns, behaviors, and areas of concern that influence the work of a site reliability engineer (SRE) Practices—Understand the theory and practice of an SRE’s day-to-day work: building and operating large distributed computing systems Management—Explore Google's best practices for training, communication, and meetings that your organization can use
Download or read book Project Management in Health and Community Services written by Judith Dwyer and published by Routledge. This book was released on 2013-09-13 with total page 232 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the health and community service industries, projects are increasingly used for the development of new services, and to achieve change in existing services, work practices and delivery models. Until now, project workers in these fields have had to rely on books designed for architects, builders and IT administrators. This is the first textbook to take the principles of project management and place them into a context relevant for people working in health and community services. This book provides a critical guide to both the strategic and operational aspects of using projects and making them work. Covering topics such as the lifecycle of a project, planning, execution and evaluation, risk management, change and effective teams, Project Management for Health and Community Services uses extensive international case studies and examples from the field. Written by authors with years of practical experience, this is a valuable resource for anyone studying or working on health and community services. Project Management for Health and Community Services offers students and professionals practical problem solving strategies and provides a comprehensive guide to managing projects as well as tips on managing a team and the stakeholders.
Download or read book Service Design written by Andy Polaine and published by Rosenfeld Media. This book was released on 2013-03-13 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service Design is an eminently practical guide to designing services that work for people. It offers powerful insights, methods, and case studies to help you design, implement, and measure multichannel service experiences with greater impact for customers, businesses, and society.
Download or read book Superforecasting written by Philip E. Tetlock and published by Crown. This book was released on 2015-09-29 with total page 352 pages. Available in PDF, EPUB and Kindle. Book excerpt: NEW YORK TIMES BESTSELLER • NAMED ONE OF THE BEST BOOKS OF THE YEAR BY THE ECONOMIST “The most important book on decision making since Daniel Kahneman's Thinking, Fast and Slow.”—Jason Zweig, The Wall Street Journal Everyone would benefit from seeing further into the future, whether buying stocks, crafting policy, launching a new product, or simply planning the week’s meals. Unfortunately, people tend to be terrible forecasters. As Wharton professor Philip Tetlock showed in a landmark 2005 study, even experts’ predictions are only slightly better than chance. However, an important and underreported conclusion of that study was that some experts do have real foresight, and Tetlock has spent the past decade trying to figure out why. What makes some people so good? And can this talent be taught? In Superforecasting, Tetlock and coauthor Dan Gardner offer a masterwork on prediction, drawing on decades of research and the results of a massive, government-funded forecasting tournament. The Good Judgment Project involves tens of thousands of ordinary people—including a Brooklyn filmmaker, a retired pipe installer, and a former ballroom dancer—who set out to forecast global events. Some of the volunteers have turned out to be astonishingly good. They’ve beaten other benchmarks, competitors, and prediction markets. They’ve even beaten the collective judgment of intelligence analysts with access to classified information. They are "superforecasters." In this groundbreaking and accessible book, Tetlock and Gardner show us how we can learn from this elite group. Weaving together stories of forecasting successes (the raid on Osama bin Laden’s compound) and failures (the Bay of Pigs) and interviews with a range of high-level decision makers, from David Petraeus to Robert Rubin, they show that good forecasting doesn’t require powerful computers or arcane methods. It involves gathering evidence from a variety of sources, thinking probabilistically, working in teams, keeping score, and being willing to admit error and change course. Superforecasting offers the first demonstrably effective way to improve our ability to predict the future—whether in business, finance, politics, international affairs, or daily life—and is destined to become a modern classic.
Download or read book The Public Good and the Brazilian State written by Anne G. Hanley and published by University of Chicago Press. This book was released on 2018-05-30 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: Who and what a government taxes, and how the government spends the money collected, are questions of primary concern to governments large and small, national and local. When public revenues pay for high-quality infrastructure and social services, citizens thrive and crises are averted. When public revenues are inadequate to provide those goods, inequality thrives and communities can verge into unrest—as evidenced by the riots during Greece’s financial meltdown and by the needless loss of life in Haiti’s collapse in the wake of the earthquake. In The Public Good and the Brazilian State, Anne G. Hanley assembles an economic history of public revenues as they developed in nineteenth-century Brazil. Specifically, Hanley investigates the financial life of the municipality—a district comparable to the county in the United States—to understand how the local state organized and prioritized the provision of public services, what revenues paid for those services, and what happened when the revenues collected failed to satisfy local needs. Through detailed analyses of municipal ordinances, mayoral reports, citizen complaints, and financial documents, Hanley sheds light on the evolution of public finance and its effect on the early economic development of Brazilian society. This deeply researched book offers valuable insights for anyone seeking to better understand how municipal finance informs histories of inequality and underdevelopment.
Download or read book Juran on Quality by Design written by J. M. Juran and published by Simon and Schuster. This book was released on 1992-05-04 with total page 552 pages. Available in PDF, EPUB and Kindle. Book excerpt: J.M. Juran, whom Business Week calls, "the man who taught Japan how to manage for quality", presents a new, exhaustively comprehensive approach to planning, setting, and reaching goals in Juran's Quality Road Map. New emphasis is placed on setting goals, planning in "multifunctional" processes, establishing data bases, motivating managers and introducing quality planning into organizations. 30 line drawings.
Download or read book Good Governance written by N. Bhaskara Rao and published by Sage Publications Pvt. Limited. This book was released on 2013-02-04 with total page 318 pages. Available in PDF, EPUB and Kindle. Book excerpt: Based on the findings of large-scale field surveys, Good Governance provides a primary review of trends in corruption, as encountered by citizens when availing of public services, and offers insightful suggestions on ways to implement good governance. Given the adverse effects of corruption on society, economy, citizenship and civic life, the author illuminates upon a comprehensive understanding of the linkages involved in corruption processes and operations, and provides a strategic approach to curb this menace together with a methodology for ensuring graft-free delivery of public services. Not delineating corruption from the fabric of daily life, the discussion centres around a broad framework on how to go about addressing corruption from different perspectives-how the government should tackle it, what initiatives citizens and civil society should take and how the news media could explore a proactive and contributing role. In fact, the book says that the media is capable of covering corruption with a direct objective of curbing it. Thus, the fight against corruption has to be strategic, focused and multipronged. Good Governance talks about the pertinent problem of creating sustained public pressure for change, the emphasis being on the proactive need for change.
Download or read book Good Enough for Government Work written by Amy E. Lerman and published by University of Chicago Press. This book was released on 2019-06-14 with total page 329 pages. Available in PDF, EPUB and Kindle. Book excerpt: American government is in the midst of a reputation crisis. An overwhelming majority of citizens—Republicans and Democrats alike—hold negative perceptions of the government and believe it is wasteful, inefficient, and doing a generally poor job managing public programs and providing public services. When social problems arise, Americans are therefore skeptical that the government has the ability to respond effectively. It’s a serious problem, argues Amy E. Lerman, and it will not be a simple one to fix. With Good Enough for Government Work, Lerman uses surveys, experiments, and public opinion data to argue persuasively that the reputation of government is itself an impediment to government’s ability to achieve the common good. In addition to improving its efficiency and effectiveness, government therefore has an equally critical task: countering the belief that the public sector is mired in incompetence. Lerman takes readers through the main challenges. Negative perceptions are highly resistant to change, she shows, because we tend to perceive the world in a way that confirms our negative stereotypes of government—even in the face of new information. Those who hold particularly negative perceptions also begin to “opt out” in favor of private alternatives, such as sending their children to private schools, living in gated communities, and refusing to participate in public health insurance programs. When sufficient numbers of people opt out of public services, the result can be a decline in the objective quality of public provision. In this way, citizens’ beliefs about government can quickly become a self-fulfilling prophecy, with consequences for all. Lerman concludes with practical solutions for how the government might improve its reputation and roll back current efforts to eliminate or privatize even some of the most critical public services.
Download or read book RESTful Web Services written by Leonard Richardson and published by "O'Reilly Media, Inc.". This book was released on 2008-12-17 with total page 448 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Every developer working with the Web needs to read this book." -- David Heinemeier Hansson, creator of the Rails framework "RESTful Web Services finally provides a practical roadmap for constructing services that embrace the Web, instead of trying to route around it." -- Adam Trachtenberg, PHP author and EBay Web Services Evangelist You've built web sites that can be used by humans. But can you also build web sites that are usable by machines? That's where the future lies, and that's what RESTful Web Services shows you how to do. The World Wide Web is the most popular distributed application in history, and Web services and mashups have turned it into a powerful distributed computing platform. But today's web service technologies have lost sight of the simplicity that made the Web successful. They don't work like the Web, and they're missing out on its advantages. This book puts the "Web" back into web services. It shows how you can connect to the programmable web with the technologies you already use every day. The key is REST, the architectural style that drives the Web. This book: Emphasizes the power of basic Web technologies -- the HTTP application protocol, the URI naming standard, and the XML markup language Introduces the Resource-Oriented Architecture (ROA), a common-sense set of rules for designing RESTful web services Shows how a RESTful design is simpler, more versatile, and more scalable than a design based on Remote Procedure Calls (RPC) Includes real-world examples of RESTful web services, like Amazon's Simple Storage Service and the Atom Publishing Protocol Discusses web service clients for popular programming languages Shows how to implement RESTful services in three popular frameworks -- Ruby on Rails, Restlet (for Java), and Django (for Python) Focuses on practical issues: how to design and implement RESTful web services and clients This is the first book that applies the REST design philosophy to real web services. It sets down the best practices you need to make your design a success, and the techniques you need to turn your design into working code. You can harness the power of the Web for programmable applications: you just have to work with the Web instead of against it. This book shows you how.
Download or read book This Is Service Design Doing written by Marc Stickdorn and published by "O'Reilly Media, Inc.". This book was released on 2018-01-02 with total page 1341 pages. Available in PDF, EPUB and Kindle. Book excerpt: How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You'll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You'll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success.
Download or read book Orchestrating Experiences written by Chris Risdon and published by Rosenfeld Media. This book was released on 2018-05-01 with total page 337 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer experiences are increasingly complicated—with multiple channels, touchpoints, contexts, and moving parts—all delivered by fragmented organizations. How can you bring your ideas to life in the face of such complexity? Orchestrating Experiences is a practical guide for designers and everyone struggling to create products and services in complex environments.
Download or read book Good to Great written by Jim Collins and published by Harper Collins. This book was released on 2001-10-16 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Challenge Built to Last, the defining management study of the nineties, showed how great companies triumph over time and how long-term sustained performance can be engineered into the DNA of an enterprise from the verybeginning. But what about the company that is not born with great DNA? How can good companies, mediocre companies, even bad companies achieve enduring greatness? The Study For years, this question preyed on the mind of Jim Collins. Are there companies that defy gravity and convert long-term mediocrity or worse into long-term superiority? And if so, what are the universal distinguishing characteristics that cause a company to go from good to great? The Standards Using tough benchmarks, Collins and his research team identified a set of elite companies that made the leap to great results and sustained those results for at least fifteen years. How great? After the leap, the good-to-great companies generated cumulative stock returns that beat the general stock market by an average of seven times in fifteen years, better than twice the results delivered by a composite index of the world's greatest companies, including Coca-Cola, Intel, General Electric, and Merck. The Comparisons The research team contrasted the good-to-great companies with a carefully selected set of comparison companies that failed to make the leap from good to great. What was different? Why did one set of companies become truly great performers while the other set remained only good? Over five years, the team analyzed the histories of all twenty-eight companies in the study. After sifting through mountains of data and thousands of pages of interviews, Collins and his crew discovered the key determinants of greatness -- why some companies make the leap and others don't. The Findings The findings of the Good to Great study will surprise many readers and shed light on virtually every area of management strategy and practice. The findings include: Level 5 Leaders: The research team was shocked to discover the type of leadership required to achieve greatness. The Hedgehog Concept (Simplicity within the Three Circles): To go from good to great requires transcending the curse of competence. A Culture of Discipline: When you combine a culture of discipline with an ethic of entrepreneurship, you get the magical alchemy of great results. Technology Accelerators: Good-to-great companies think differently about the role of technology. The Flywheel and the Doom Loop: Those who launch radical change programs and wrenching restructurings will almost certainly fail to make the leap. “Some of the key concepts discerned in the study,” comments Jim Collins, "fly in the face of our modern business culture and will, quite frankly, upset some people.” Perhaps, but who can afford to ignore these findings?
Download or read book Professional Services Marketing written by Mike Schultz and published by John Wiley & Sons. This book was released on 2013-06-04 with total page 373 pages. Available in PDF, EPUB and Kindle. Book excerpt: A proven approach to revenue-generating marketing and client development Professional Services Marketing is a fully field-tested and research-based approach to marketing and client development for professional services firms. The book, now in its Second Edition, covers five key areas that are critical for firms that want to grow and become more profitable: creating a marketing and growth strategy; establishing a brand and reputation; implementing a marketing communications program; executing lead generation strategies; and developing business by winning new clients. You will also read real-world case studies that illustrate major points, as well as quotes and stories from well-respected professionals in the industry. The Second Edition features new research and updates throughout, including new chapters on social media and online marketing, as well as new case studies and interviews Authors Mike Schultz and John E. Doerr are the coauthors of the Wall Street Journal and Inc. Magazine bestseller Rainmaking Conversations and Professional Services Marketing; Lee W. Frederiksen is coauthor of Online Marketing for Professional Services Will be widely promoted via multiple online routes and direct mail marketing Firms of any size can use this proven approach to marketing and client development to attract new clients and grow their professional service businesses.
Download or read book Fragrant Heart Daily Meditations written by Elisabeth Blaikie and published by . This book was released on 2015-04-10 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Start with Why written by Simon Sinek and published by Penguin. This book was released on 2011-12-27 with total page 257 pages. Available in PDF, EPUB and Kindle. Book excerpt: The inspirational bestseller that ignited a movement and asked us to find our WHY Discover the book that is captivating millions on TikTok and that served as the basis for one of the most popular TED Talks of all time—with more than 56 million views and counting. Over a decade ago, Simon Sinek started a movement that inspired millions to demand purpose at work, to ask what was the WHY of their organization. Since then, millions have been touched by the power of his ideas, and these ideas remain as relevant and timely as ever. START WITH WHY asks (and answers) the questions: why are some people and organizations more innovative, more influential, and more profitable than others? Why do some command greater loyalty from customers and employees alike? Even among the successful, why are so few able to repeat their success over and over? People like Martin Luther King Jr., Steve Jobs, and the Wright Brothers had little in common, but they all started with WHY. They realized that people won't truly buy into a product, service, movement, or idea until they understand the WHY behind it. START WITH WHY shows that the leaders who have had the greatest influence in the world all think, act and communicate the same way—and it's the opposite of what everyone else does. Sinek calls this powerful idea The Golden Circle, and it provides a framework upon which organizations can be built, movements can be led, and people can be inspired. And it all starts with WHY.
Download or read book The Effortless Experience written by Matthew Dixon and published by Penguin. This book was released on 2013-09-12 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.
