Download or read book Practical Handbook of CUSTOMER SERVICE OPERATIONS written by Warren Blanding and published by Springer Science & Business Media. This book was released on 2012-12-06 with total page 573 pages. Available in PDF, EPUB and Kindle. Book excerpt: Even the most casual reader leafing through the pages of this book will quickly realize that it is not the thoughts of one indi vidual set down on paper, but rather the synergism of many people. Herbert Goeler of American Cyanamid and Keith Slater of Johns-Manville, the latter now retired, are certainly the brightest stars in my particular customer service galaxy. They have been well-springs of information, thinkers and thought starters, friends and fellow-believers, for almost two decades. Without the encouragement and inspiration they gave me, this book would be much shorter and far less relevant. In 1984, my firm presented Herb and Keith with our special "Patron Saint" Award; it doesn't say nearly enough for what they have meant to me personally and, through me, to the field of customer service management where I disseminate ideas and guidance as an editor and teacher. Some years ago, the American Management Associations asked me to chair a series of seminars on Customer Service Management in the U. S. and Canada. Through this activity I met many wonderful people who in many cases taught me more than I taught them.

Download or read book A Practical Guide to Airline Customer Service written by Colin C. Law and published by BrownWalker Press. This book was released on 2018-04-16 with total page 302 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Practical Guide to Airline Customer Service is a textbook written for airline executives and undergraduate students who are preparing for a career in the airline service industry. Those working in similar functions and fields can also benefit from this book. This book primarily focuses on the importance of customer service in the airline industry. This includes basic airline operations and essential communication skills, and how airline service agents interact with passengers at every contact point of the travel process. A Practical Guide to Airline Customer Service is a must-read for those who seek a rewarding career in the airline industry.

Download or read book Raw Materials and Brewhouse Operations written by Karl Ockert and published by Master Brewers Association of Americas. This book was released on 2006 with total page 196 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Practical Handbook of Warehousing written by Kenneth B. Ackerman and published by Springer Science & Business Media. This book was released on 2012-12-06 with total page 560 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is a fourth edition of a work first published in 1983. It contains the same number of chapters as the third edition, published in 1990. However, it has a substantial amount of new material. Major changes in warehousing in the last seven years have caused appropriate changes in the content of this text. Nearly three decades have passed since our first published writing about warehousing. The goal of our early writing was to develop a better understanding between the third-party warehouse operator and the user of these services. Today the emphasis has changed to a work that provides the tools that every warehouse manager needs. This book intends to be a comprehensive handbook consisting of everything we know that would help the manager of warehouses. Much of the information is based upon materials previously used in Warehousing Forum, our monthly subscription newsletter. While the work is designed primarily as a handbook for manag ers, it also serves as a guide for students. It is based upon my experience, both as a warehousing manager and executive, and later as a management advisor. The work is designed as a management reference for anyone involved in operating, using, constructing, or trading in industrial warehouses.

Download or read book Uncommon Service written by Frances X. Frei and published by Harvard Business Press. This book was released on 2012 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt: Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.

Download or read book The Quality Management Sourcebook written by Christine Avery and published by Routledge. This book was released on 2002-09-11 with total page 711 pages. Available in PDF, EPUB and Kindle. Book excerpt: The concept of Quality Management began in the manufacturing sector, but a growing concern with quality in other areas of the economy has led to its wider application in service industries, government, education, and other not-for-profit agencies. A great quantity of material related to quality management has been produced in recent years, much of it by small presses, professional and trade associations, and consultants. The Quality Management Sourcebook is the first in-depth, international guide to the most useful material and sources of information. The book begins with the origins of quality management, explains how it evolved, examines its current situation, and explores the future. The book is divided into five main sections: * Introduction: General sources for information * Applications of total quality management * Focus on specific aspects of quality management * Quality in the future * Resource materials The Quality Management Sourcebook is an essential reference for everybody involved in either the theory or practice of quality management: in manufacturing, retail, banking, and insurance, the utilities industry, the transportation industry, health, education and other public services. Over 900 citations cover books, journal articles, technical reports, video training materials and software. Each is followed by a descriptive annotation. Resource materials include strategies for locating additional information; training materials; organizations; and consultants. The book concludes with a glossary of quality management terms, a name index, a title index, and a detailed subject index.

Download or read book E Business New Challenges and Opportunities for Digital Enabled Intelligent Future written by Yiliu Paul Tu and published by Springer Nature. This book was released on with total page 480 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Facilities Management written by Keith Alexander and published by Routledge. This book was released on 2013-04-15 with total page 180 pages. Available in PDF, EPUB and Kindle. Book excerpt: This text provides an overview of the interdisciplinary nature of facilities management. It discusses the framework within which facilites managers should operate and the key requirements of their task.

Download or read book Global Purchasing Reaching for the World written by Victor Pooler and published by Springer Science & Business Media. This book was released on 2013-11-11 with total page 282 pages. Available in PDF, EPUB and Kindle. Book excerpt: In his book, Global Purchasing: Reaching/or the World, Victor Pooler has stripped the supposed maze of complexity and misunderstanding from international com merce. This book provides extensive background materials for both the purchas ing/materials practitioner and the academic who wishes to use it as a text. The author's extensive international experience lends credibility. Of special interest are the global supplier sourcing strategies. The basics of good offshore buying are universal and of great importance to America. There is a need to analyze and investigate global supplier capabilities. On-the-job buyers need global techniques they can apply. Import prices are destined to rise, and it will take better buying strategies to deal with the multi-bil lions of dollars of purchases made outside the United States. This book brings together in great detail the full spectrum of benefits available to the global buyer. He or she has an opportunity to view the global economy and understand its financial implications. It contains a working knowledge of import regulations, customs tariffs,_ currency translation issues, hedging, cultural aware ness applied to negotiations, and logistics-all covered in detail. During the 1990s, the world of the global buyer will become a reality. Long neglected is the American buyer's study of other cultures and the techniques of dealing with suppliers outside our national boundaries. This book goes a long way in filling that knowledge void.

Download or read book Total Materials Management written by Eugene L. Magad and published by Springer Science & Business Media. This book was released on 2013-06-29 with total page 581 pages. Available in PDF, EPUB and Kindle. Book excerpt: Reflecting the enhance role of materials/logistics management in today's competitive business environment, this new edition provides a fundamental understanding of the subject and its fuction in all sectors of the economy. It examines the vital area of customer service and shows how to implement a world class, integrated materials/logistics system that control activities starting with the supplier, through the company operation, and concluding with the satisfied customer. Thoroughly revised and updated, the Second Edition features new chapters on Just-In-Time and automation. Additional discussions include achieving world class competitiveness, ISO 9000 and organizational trends. Theoretical and practical examples of materials/logistics management are integrated with numerous real-life examples. This Second Edition of Total Materials Management presents accessible approaches for enhancing materials management/logistics, enabling personnel in purchasing, warehousing, physical distribution, materials handling, inventory control and production control to capitalize on vast opportunities for savings. This book is also an important resource for students in courses on materials/logistics management.

Download or read book Innovation Management Practice Handbook written by Anneloes Cordia M.Sc. and published by Cordia Product Realisatie. This book was released on 2012-10-01 with total page 112 pages. Available in PDF, EPUB and Kindle. Book excerpt: An introduction to the strategic choices that must be taken during an innovation process and a guide for designing the business processes for innovation including the whole supply chain. Innovation projects will gain in speed, efficiency, and cost-awareness and will become successful operations. The result of this methodology will support ISO 9001 and the Design for Lean Six Sigma methodology in a natural way. Cost saving and sustainable progress are in this philosophy complementary. "I believe DFSS project managers for manufacturing industries would certainly benefit from reading this publication, in particular companies that are relatively new in their implementation for Six Sigma and who just discovering the value of prevention in new product development (DFSS opportunity). I thoroughly enjoyed the concepts and examples given by an expert in the field of Innovation Management and DFSS. I would highly recommend this book for any practitioner in the area of Lean Six Sigma and Design for Six Sigma.' - Robert W. Clarke, Director of XONITEK Corporation NY 13901, USA "Good work! This book gives a nice, high-level overview. Certainly risk management had some new points. The link with ISO makes it very useful for people with whom that is a priority." - John Bicheno, Director of Lean Operation Program at Cardiff Business School and Author of 'The Lean Toolbox: The Essential Guide to Lean Transformation'. Buckingham, UK "I thoroughly enjoyed reading this handbook as it was very well thought out. I'm unacquainted with Six Sigma however I was able to gain a clear perspective of what it entails due to the way in which the author shared her insight and experience." - Jason Weber, Web Marketing Manager Coby Electronics, Corp. New York, USA "This book is well organized, logical and offers a clear blueprint within the context of the subject and would be a good reference for someone looking to implement." - Robert (Bob) Smith, Managing Director B Hepworth Ltd, UK

Download or read book Inventory Management written by John W. Toomey and published by Springer Science & Business Media. This book was released on 2012-12-06 with total page 227 pages. Available in PDF, EPUB and Kindle. Book excerpt: The goal of Inventory Management will be to explain the dynamics of inventory management's principles, concepts, and techniques as they relate to the entire supply chain (customer demand, distribution, and product transformation processes). The interrelationships of all functions will be defined. The book concentrates on understanding the many ramifications of inventory management. In today's competitive business environment, inventory management has proven to be most critical, and this book is directed to the management of inventory to assist in better understanding the body of knowledge required to operate in a competitive world. Almost all functions such as sales, engineering, and accounting have an impact and are impacted by inventory management. The book will assist in the training of students as well as APICS CPIM (Certified in Production and Inventory Management) candidates. As such it will not only be a textbook, but also a desk reference for those employees responsible for controlling inventories, and thereby assist in reducing cost, improving customer service, and maximizing capacity. Each chapter concludes with a case study and suggested solution. The case studies tell the story of a growing company, Smith Industries, and the related inventory management problems it had to address. The problems addressed relate to the subject matter of the chapter.

Download or read book Handling Customer Complaints written by Lemuel Dowdy and published by . This book was released on 1980 with total page 32 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Manuel Pratique Sur Le Fonctionnement de la Convention Notification written by Conférence de La Haye de droit international privé and published by . This book was released on with total page 263 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Process Excellence for It Operations written by Pratfull Verma and published by Process Excellence for It Operations. This book was released on 2013-12 with total page 334 pages. Available in PDF, EPUB and Kindle. Book excerpt: As the title suggests, the book is providing a practical guidance on managing the processes for IT Services. There are lot of guidance available on technology management in IT industry but this book is focusing on technology independent service management. The book will be addressed to all IT people from a process practitioner perspective, however, the fundamentals are presented in simplistic terms, and therefore it should be useful to all IT people. It will describe the process engineering concept and how it can be applied to IT Service Management. This is not about the industry standard framework such as ITIL and COBIT but about the common processes that are generally used in real life operations. I will be using analogies and illustrations from non IT world also to make the things simple. This book does not focus on any technology.

Download or read book Fermentation Cellaring and Packaging Operations written by Karl Ockert and published by Master Brewers Association of Americas. This book was released on 2005 with total page 270 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Practical Finance for Operations and Supply Chain Management written by Alejandro Serrano and published by MIT Press. This book was released on 2020-03-10 with total page 481 pages. Available in PDF, EPUB and Kindle. Book excerpt: An introduction to financial tools and concepts from an operations perspective, addressing finance/operations trade-offs and explaining financial accounting, working capital, investment analysis, and more. Students and practitioners in engineering and related areas often lack the basic understanding of financial tools and concepts necessary for a career in operations or supply chain management. This book offers an introduction to finance fundamentals from an operations perspective, enabling operations and supply chain professionals to develop the skills necessary for interacting with finance people at a practical level and for making sound decisions when confronted by tradeoffs between operations and finance. Readers will learn about the essentials of financial statements, valuation tools, and managerial accounting. The book first discusses financial accounting, explaining how to create and interpret balance sheets, income statements, and cash flow statements, and introduces the idea of operating working capital—a key concept developed in subsequent chapters. The book then covers financial forecasting, addressing such topics as sustainable growth and the liquidity/profitability tradeoff; concepts in managerial accounting, including variable versus fixed costs, direct versus indirect costs, and contribution margin; tools for investment analysis, including net present value and internal rate of return; creation of value through operating working capital, inventory management, payables, receivables, and cash; and such strategic and tactical tradeoffs as offshoring versus local and centralizing versus decentralizing. The book can be used in undergraduate and graduate courses and as a reference for professionals. No previous knowledge of finance or accounting is required.