Service Excellence in Organizations: Eight Key Steps to Follow and Achieve It, Volume I

$26.99

This book explores the basic tenets of service excellence, opening to distinguish customer service from service excellence, and explore the driving aspects of strategy and philosophy. The brand promise to customers creates expectations; hooks targeted and segmented customers into a relationship. Service operations deliver expectations, delight, or on occasion, disappointment, and marketing responds to create loyalty, further delight, or recover the relationship.
Freshness of product or service offering, the injection of a characterful sense of fun, and sensitive personalization of service combine to deliver an authentic, pleasurable and memorable service experience prompting much sought loyalty and advocacy. In turn, staff are happy, profits rise and the organization has long- term sustainability.
The first volume offers some theoretical background, while the second suggests mechanisms, tools, and techniques to help em- bed to excellence as the foundation of value that the organization delivers. Both contain practical examples and a self-assessment diagnostic tool to identify organizational areas of strength, and aspects to improve.

Transforming the Next Generation Leaders: Developing Future Leaders for a Disruptive, Digital-Driven Era of the Fourth Industrial Revolution (Industry 4.0)

$26.99

“Today, business takes place in a highly disruptive and digital-driven landscape resulting in the need for companies to deliver its next generation of leaders who are capable of leading now. This highly recommended book offers a pragmatic, tested, and insightful approach, including executive & transition coaching, to effectively develop a sustainable leadership pipeline.”—Dr. Marshall Goldsmith, #1 New York Times bestselling author of Triggers, MOJO and What Got You Here Won’t Get You There. Thinkers 50 – #1 Executive Coach and the only two-time #1 Leadership Thinker in the World.

A company’s leadership pipeline is expected to deliver its next generation of leaders who are capable of leading now. It is evident that conventional leadership development practices are no longer adequate. Organizations need to incorporate the next-generation leadership competencies globally in order to address the development needs of their rising leaders.

The current digital transformation that underpins the Fourth Industrial Revolution (also known as Industry 4.0) has ushered in a new business environment that is fast, open, and responsive, resulting in a number of organizational and leadership challenges. How do organizations develop the next generation of leaders to meet these challenges?

This book is designed to provide insights into an understanding of the best practices and contemporary approaches to the identification, assessment, selection, and development of future leaders of an organization with a focus on executive and transition coaching as a development tool.

Applied Humanism: How to Create More Effective and Ethical Businesses

$26.99

“I just finished reading Applied Humanism. I loved its clarity and straightforwardness. In many ways the writing is deceptively simple: the concepts and their applications are universal in appeal yet subtle in their implications for living and working in today’s world.” –Chris Lazlo, Professor of Organizational Behavior, Weatherhead School of Management, Case Western Reserve University, Cleveland, Ohio

You can’t understand humanistic business management unless you understand what humanism is. This book provides a short introduction to the philosophy of humanism and discusses how and why it is being applied to business and why it is so effective when you do so.

Humanism helps us prioritize human value as important. It supports positive interpersonal relationships and collaborative and respectful decision-making. Since all businesses are in the business of solving problems, good problem solving is essential to good business.

Humanism has already transformed many other disciplines including psychology, medicine, nursing, and more. Additionally, humanism is foundational to the practice of human resources, without which businesses cannot operate. It is important for business managers to understand the philosophy fully so they can understand how to not only manage people more effectively, but how to operate their businesses in a way that helps the communities in which they operate. This book will provide the primer they need to create more effective and ethical businesses.

Comes With Ancillaries!
The author has provided a detailed overview on what the ancillaries will give faculty when this book is adopted. Click here to learn more.

Understanding Cyberrisks in IoT: When Smart Things Turn Against You

$26.99

As much as companies have increased their awareness about cybersecurity, not all of them are taking effective measures to protect themselves and their customers. Many “smart” things or “IoT” devices get connected every year, allowing the creation of more efficient and even new products and services. However, this also brings new risks, considering also that these type of systems present additional challenges for applying cyber- security measures. This often leaves many doors open to malicious hackers!
This book explains different ways how these systems get exposed to cyber-attacks in a friendly language using real cases as examples. Business professionals and nontechnical readers can benefit from this book by learning that cybersecurity is not an IT problem but an organizational prolem. As a leader and decision maker, having an under standing of IoT cyberrisks can help you to improve the preparedness of your organization to prevent and deal with cyberattacks. Overall this book is for everybody that wants to learn a little bit more about how cybersecurity is becoming more relevant in the connected world, both present and future.

Obtaining Value from Big Data for Service Systems, Volume I: Big Data Management, Second Edition

$26.99

Volume I of this two-volume series focuses on the role of big data in service delivery systems. It discusses the definition and orientation to big data, applications of it in service delivery systems, how to obtain results that can affect/enhance service delivery, and how to build an effective big data organization.
This volume will assist readers in fitting big data analysis into their service-based organizations. It will also help readers understand how to improve the use of big data to enhance their service-oriented organizations.

Leading and Managing Strategic Suppliers

$26.99

Strategic suppliers provide critical products and services to their clients. In a production environment, if the supply chain for critical components breaks down and delivery dates are missed, the production line may stop. If an IT supplier fails to deliver key system development projects on time, the implications for the business can be catastrophic. With the growth of outsourcing, where entire business functions are delegated to a supplier, the dependency on them is further increased; with offshoring there are additional complexities. An organization’s ability to man- age its strategic supplier base effectively is central to its performance, competitiveness, and future success.
This book provides practical guidance on the knowledge and skills required for managers whose role involves the management of the relationship with and the performance of strategically important suppliers. Although the focus is on the management of suppliers during the live relationship, the approach is holistic as the entire supplier management process is discussed in detail using a Supplier Lifecycle model. There are five stages—identify the business requirement, research the supply market, carry out procurement and supplier selection, integrate and transition to the new supplier and their services, and manage the delivery of the products and services for the contracted period.

A Guide to International Economics

$26.99

The study of international economics has never been more vital than it is today. The past global financial crisis, the economic uncertainty in many advanced countries, increasing barriers to international trade, and currency crises have created challenges for both policy makers and corporate decision makers involved in international trade and finance.
This book provides a concise and rigorous approach to the understanding of international trade and finance with- out relying on mathematical models or graphs. It explains the basis and pattern of trade, the effects of trade and trade policies on companies, national welfare, and the global economy. It explains the determination and changes in exchange rates. Finally, it describes the operation of the economy and examines the impact of national economic policies on the domestic economy and the rest of the world.
Corporate managers and MBA students must learn the complex interrelationships between trade policies;the actions of central banks; and changes in government spending and taxes on interest rates, prices, exchange rates, and economic activity. This book adopts a nontechnical approach to explaining the basis for trade between countries and the role of firms in global trade and describes the effect of tariffs and fluctuations in exchange rates on a company’s sales, costs, and profits.

Foreign Direct Investment: The Indian Experience

$26.99

This research based book offers insight into the changing perspectives regarding FDI from traditional theory to new theory, from local to global link, and from opportunity to responsibility. Readers will understand the various factors, determinants, and theories that underpin the presence of firms in the global economy.
The author illustrates, by way of case studies, specific implications of FDI policy and practice on issues like ecology and environment, technology transfer, labor market, and the relevance of further liberalization policies in FDI in the context of Indian economy. The coverage for such an important theme is too vast to cover in a single volume; therefore, this volume restricts its analysis to a select few themes in hopes that this endeavor will trigger an ongoing debate on myriad aspects and concerns of FDI in countries like India.

Management Skills for Clinicians, Volume II: Advancing Your Skills

$26.99

This book will be helpful in supporting those wanting to promote in the field.—Louise Delgado, LPC, CEO of Solvista Health I like the book using the numerous other authorities from which Linda has drawn . . . this book will become the ‘go-to’ source because with it you can find tons of resources if special attention is needed in one area. —Curtis Smith, Attorney, former board member of MHCD
In this second volume for clinicians who have transitioned into administration, we continue the journey to advance management skills. Developing business skills in hiring, human resource management, and financial management will help garner and administer the resources that support a team’s important work. Readers will learn to embrace conflict and handle it constructively, as well as deepen skills for developing personal and team member strengths to enhance performance and sustain success as a health care manager.

Department of Startup: Why Every Fortune 500 Should Have One

$26.99

The ascent of startups on the Fortune 500 ranking, displacing some of the more notable companies, raised not only attention but also questions. Fundamentally, startups are built on a very different organizational culture as compared to a traditional Fortune 500. Could these cultural differences be the reason startups are in the forefront of technology innovation, disrupting industries d ominated by more established competitors and thriving in today’s volatile business environment?
Department of Startup: Why Every Fortune 500 Should Have One aims to help CEOs, presidents, and human resource practitioners on how they can transform their large corporation to thrive in a fast, social media conscious, and unforgiving market a la startup.