by
Ramachandra, K.
Call Number
XX(155977.1)
Publication Date
2009
Format:
Electronic Resources
Relevance:
71878.5313
by
Huber, Margit.
Call Number
EBL1205251
Publication Date
2008
Summary
Stakeholder Management - today's buzzword - is difficult to translate into practice even for the experienced manager. Following 'How to achieve excellence in Stakeholder Management', which included case studies from reputable companies, the present volume goes beyond explaining theoretical constructs. Success stories from a wide range of sectors and regions are analyzed in depth in order to illustrate how Stakeholder Management can be tailored to each unique situation. The reader will get concrete answers and ideas about planning and implementing successful stakeholder management in the area o
Format:
Electronic Resources
Relevance:
71877.3828
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by
Eskerod, Pernille, author.
Call Number
658.404 ESK
Publication Date
2016 2013
Summary
Carrying out a project as planned is not a guarantee for success. Projects may fail because project management does not take the requirements, wishes and concerns of stakeholders sufficiently into account. Projects can only be successful through contributions from stakeholders. And it is the stakeholders that evaluate whether they find the project successful - an evaluation based on criteria that go beyond receiving the project deliverables. More often than not, the criteria are implicit and change during the project course. This is an enormous challenge for project managers. The route to better projects, say Pernille Eskerod and Anna Lund Jepsen, lies in finding ways to improve project stakeholder management. To manage stakeholders effectively, you need to know your stakeholders, their behaviours and attitudes towards the project. The authors give guidance on how to adopt an analytical and structured approach; how to document, store and retrieve your knowledge; how to plan your stakeholder interactions in advance; and how to make your plans explicit, at the very least internally. A well-conceived plan can prevent you from being carried away in the 'heat of the moment' and help you spend your limited resources for stakeholder management in the best way. To make this plan, you need to agree on the objectives of your stakeholder strategy and ways to achieve them. Project Stakeholder Management offers tactics and tools founded on established marketing communications theory as well as strategic management for doing just that. This book is part of Gower's Fundamentals of Project Management Series.
Format:
Electronic Resources
Relevance:
63390.8906
by
Gustafsson, Anders.
Call Number
658
Publication Date
2014
Summary
Leading, managing and organizing for service excellence is a never-ending quest by organizations seeking to achieve outstanding performance in their fields. Benchmarking one's own approaches against other organizations' best practices and gaining insights from their experiences are powerful means for enhancing results. Papers presented at QUIS13 gave a comprehensive overview of scholarly and managerial advances in service excellence and management with contributions from around the world. During the event, well-known scholars and business executives shared their views, research and experiences
Format:
Electronic Resources
Relevance:
54900.3516
by
Johnston, Robert, 1953-
Call Number
658.812 JOH
Publication Date
2012
Format:
Books
Relevance:
54899.7500
by
Evenson, Renee.
Call Number
658.3 EVE
Publication Date
2011
Summary
Becoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees. Filled with the same accessible, step-by-step guidance as Customer Service Training 101, this user-friendly book shows readers how to develop the skills they need to communicate, lead, train, motivate, and manage those employees responsible for customer satisfaction. Designed for new managers and veterans alike, Customer Service Management Training 101 covers essential topics, including: Planning and goal setting ò Time management ò Team development ò Conflict resolution ò Providi
Format:
Electronic Resources
Relevance:
46127.2891
by
Lashley, Conrad.
Call Number
658.3 LAS
Publication Date
2001
Format:
Books
Publisher description http://www.loc.gov/catdir/description/els031/2002275103.html
Table of contents http://www.loc.gov/catdir/toc/els031/2002275103.html
Table of contents http://www.loc.gov/catdir/toc/els031/2002275103.html
Relevance:
2.0756
by
Sigala, Marianna.
Call Number
658.812
Publication Date
2015
Summary
The Naples Forum on Service is a biennial research conference. The three past forums have been characterized by original and stimulating discussions upon the forum themes with the three scientific pillars represented by Service Dominant logic, Network & Systems Theory and Service Science (look for updates at www.naplesforumonservice.it). The environment, the organization and forum settings have been designed to favor co-creation and to foster concrete debate upon service advances in a rigorous but creative manner. The Naples Forum on Service spirit has been granted attention worldwide and the
Format:
Electronic Resources
Relevance:
2.0301
by
Estampe, Dominique
Call Number
658.7 EST
Publication Date
2014
Summary
This book presents the different models of supply chain performance evaluation for global supply chains. It describes why it is necessary to evaluate global performance both to assess the contribution of the supply chain to achieve the goals of creating value throughout the chain and also to meet customer requirements in terms of time, responsiveness and reliability. The author provides an understanding of how evaluation models are chosen according to criteria including the level of maturity of the organization, the level of decision-making and the level of value creation desired.
Format:
Electronic Resources
Relevance:
1.8091
by
Mellouk, Abdelhamid.
Call Number
658.812
Publication Date
2014
Summary
The main objective of the book is to present state-of-the-art research results and experience reports in the area of quality monitoring for customer experience management, addressing topics which are currently important, such as service-aware future Internet architecture for Quality of Experience (QoE) management on multimedia applications. In recent years, multimedia applications and services have experienced a sudden growth. Today, video display is not limited to the traditional areas of movies and television on TV sets, but these applications are accessed in different environments, with
Format:
Electronic Resources
Relevance:
1.8088
11.
by
Christ-Brendemühl, Sonja, author.
Call Number
658.812 CHR
Publication Date
2022
Format:
Electronic Resources
Relevance:
1.3485
by
Kandampully, Jay.
Call Number
XX(155928.1)
Publication Date
2010
Format:
Electronic Resources
Relevance:
1.3282
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