- Table View
- List View
Complaint Management Excellence: Creating Customer Loyalty through Service Recovery (Kogan Page Ser.)
by Sarah CookAcross the global economy, customers' expectations are continually rising - but many companies fail to deliver against those expectations. With the rise in social media, customers are becoming more vocal in expressing any dissatisfaction, which can both lose existing customers and alienate potential new ones. Complaint Management Excellence provides practical advice, tools and techniques for managers to adopt when managing any complaints that come into their organisation. In order to arrive at a culture where complaints are welcomed, the underlying values, processes, structure, strategy and people within an organization all need to be aligned with, and respect, customer needs. Not only does this improve the long-terms prospects for the company itself, but can have a tremendous knock-on effect in terms of boosting employee morale and engagement. With case studies from companies as diverse as John Lewis, Waitrose, DHL, Hilton Hotels, the Starwood group (including Four Seasons and Ritz Carlton hotels) and BT, Complaint Management Excellence explains what customers are really looking for when they make a complaint, how to avoid conflict and how managers can lead culture change to ensure the best experience for all customers and clients.
Brand Success: How the World's Top 100 Brands Thrive and Survive
by Matt HaigBrand success = business success. A simple equation, but identifying those winning qualities is not easy. To achieve this goal, Brand Success applies a range of criteria including financial success, longevity, technological advancement, new product development, work place revolution and mass communication, to form an effective brand strategy. The result is a comprehensive, entertaining and illuminating book, featuring case studies from global brands such as adidas and Zippo, providing a gallery of some of the world's best-known brands with rare insight into the secret behind their success.With comment from brand managers, psychologists, academics and other experts, Brand Success is a invaluable resource for brand managers, marketers and students alike, to truly understand what makes a brand successful.
Supply Chain Management and Logistics in Construction: Delivering Tomorrow's Built Environment
by Greger LundesjöThe construction logistics manager plays an increasingly central role in the construction process. In fact, their decisions can crucially affect the success or failure of a project. Recognition of the critical role they play has spurred evermore interest in this budding field amongst both researchers and practitioners. An accessible text on construction logistics, Supply Chain Management and Logistics in Construction provides essential guidance and expert advice for construction managers, as well as researchers and students in the field. This important new title looks at arrangements with suppliers, the use of returnable packaging and off-site manufacture and assembly, IT systems used to manage the supply chain and logistics operations, such as delivery management systems, warehouse management systems and material planning and forecasting systems. It also considers aspects of the contractual relationships between client, developer, main contractor and lower-tier contractors, all of which have an impact on how the supply chain is managed.In addition to providing a range of fresh ground-breaking case studies, the book features contributions from leading experts in the field who have been involved in projects with companies such as TFL, BAA, The Red Cross, as well as big construction programmes such as the Olympics and Cross Rail.
The Newborn Lung: Neonatology Questions and Controversies (Neonatology: Questions & Controversies)
by Eduardo BancalariDr. Richard Polin's Neonatology Questions and Controversies series highlights the most challenging aspects of neonatal care, offering trustworthy guidance on up-to-date diagnostic and treatment options in the field. In each volume, renowned experts address the clinical problems of greatest concern to today's practitioners, helping you handle difficult practice issues and provide optimal, evidence-based care to every patient. - Stay fully up to date in this fast-changing field with The Newborn Lung, 3rd Edition. - The most current clinical information throughout, including key management strategies that may reduce some of the chronic sequelae of neonatal respiratory failure. - New content on the role of microbiome in lung injury and lung development. - Current coverage of non-invasive respiratory support, perinatal events and their influence on lung development and injury, cell-based lung therapy, automation of respiratory support, and oxygenation targeting in preterm infants. - Consistent chapter organization to help you find information quickly and easily. - The most authoritative advice available from world-class neonatologists who share their knowledge of new trends and developments in neonatal care. Purchase each volume individually, or get the entire 7-volume set!Gastroenterology and NutritionHematology, Immunology and GeneticsHemodynamics and CardiologyInfectious Disease and Pharmacology New Volume!Nephrology and Fluid/Electrolyte PhysiologyNeurologyThe Newborn Lung
Employee Engagement and Communication Research: Measurement, Strategy and Action
by Susan WalkerThere's a well-known saying: what doesn't get measured doesn't get done. So it is no surprise that communicators, human resource and change managers and other professionals recognise the need to measure and evaluate their work, particularly its worth to their organization and seek the most effective ways to achieve this. Whether you're already involved in research, planning your first project or commissioning an external research company, Employee Engagement and Communication Research covers everything you need to know in order to conduct robust, reliable research. Whether it's a full-scale employee survey or research focusing on a particular subject area such as communication, engagement, change or corporate social responsibility, Employee Engagement and Communication Research is your essential guide covering all the tools, strategy and actions to make your project a success.
The New CFOs: How Financial Teams and their Leaders Can Revolutionize Modern Business
by Dr Liz Mellon David C. Nagel Robert Lippert Professor Nigel SlackIn the aftermath of the financial crisis, the spotlight is even more on the role and activities of the CFO. Specifically, CFOs need to accelerate three aspects of their role: develop dynamic and distinctive risk management capabilities, motivate and align increasingly diverse work providers, and design and operate effective financial processes for internal and external customers. The winning CFOs in the next decade will be the ones who get the basics right, who prioritise their efforts, and who invest in the leadership development that creates the institutional capacity to achieve and sustain leading industry performance. CFOs need to embrace the new challenges and opportunities created by the financial crisis. The New CFOs provides the fundamental road map to success in this new environment for finance officers, their teams, and the organizations who employ them.
Practical Enterprise Risk Management: How to Optimize Business Strategies Through Managed Risk Taking
by Liz TaylorPractical Enterprise Risk Management addresses the real need for organizations to take more managed risks in order to maximize business strategies and achieve long term goals. Based on ISO 31000 and applying current best practice, it provides templates and examples that can be adapted for any industry. Breaking down the theory on enterprise risk management, it helps you see risk as both an opportunity and a threat whilst giving you guidance on how to implement it. It provides models for Risk Adjusted Return on Capital to evaluate R.O.I and measure performance, advice on emergent risks, as well as best practice and advice on risk communication, transparency and protecting the brand.Including a comprehensive overview of risk management responsibilities for boards, Practical Enterprise Risk Management lifts the lid on the whole process, helping you to embed ERM into your organization, reach your goals and take more, and more effective, managed risks.
The Psychology of Fear in Organizations: How to Transform Anxiety into Well-being, Productivity and Innovation
by Sheila KeeganIn the context of global economic recession, fear has become institutionalized in many organizations, both in the private and public sectors. Board directors are under pressure from shareholders, senior executives are attempting to maintain sales in a nervous market and many people are concerned about job security and maintaining their living standards. The Psychology of Fear in Organizations shows how fear manifests itself in large organizations, how it impacts on the workforce and how by reducing our willingness to take risks and to innovate, it can inhibit economic growth and innovation, at both an individual and corporate level. The Psychology of Fear in Organizations examines the psychological barriers to innovation and presents initiatives to loosen the paralysis caused by the economic downturn. It presents psychological theory in an accessible way to provide a better understanding of the needs and fears of people and how they can be supported to improve productivity and innovation. Online supporting resources include lecture slides on how to harness fear to fuel innovation.
Evidence-Based Reward Management: Creating Measurable Business Impact from Your Pay and Reward Practices
by Michael Armstrong Duncan Brown Peter ReillyEvidence-Based Reward Management presents an analysis of the current failure of organisations to assess the effectiveness of pay and reward practices. It considers the reasons for this and outlines the damaging consequences of it. By examining recent developments in human capital information and measurement it looks at how HR can construct effective reward for improved performance, both for the individual and organization. The authors present the tools and techniques which can be applied to practice evidence-based reward management including a 4 step model, which sets strategic goals, reviews current policies, looks at how to pilot and make changes and improvements and explains how to monitor and adapt on an ongoing basis.
Developing Resilient Organizations: How to Create an Adaptive, High-Performance and Engaged Organization
by Doug Strycharczyk Charles ElvinMuch of the fear and uncertainty surrounding the global recession is concerned with the adverse impact it will have on organisations and society. However, recessions are nothing new. We know from past experience that when a recession is over, there always emerge organisations and individuals who have not only survived but have thrived. They often emerge stronger, fitter and better performing. Developing Resilient Organizations argues that one of the fundamental keys to survival in these circumstances is resilience or mental toughness. It can make challenge and change an opportunity rather than a threat. The book addresses a wide variety of organizational issues including motivation, performance, staff retention, behaviour, trust, attention span and teamwork. With case studies from leading organizations across the public and private sector internationally, it will show you how to develop organizational performance, well being and a positive approach to adversity and change in your organization.
The Complete Guide to Professional Networking: The Secrets of Online and Offline Success
by Simon PhillipsNetworking is a skill that many people recognize as critically important, but which many find difficult, boring or fear-inducing - or even all three. Yet if you master the techniques that really work, networking can pay dividends. Effective networking means tapping into a team of like-minded business people willing to help each other achieve their goals. If you build, grow and nurture your business networks, you will become known for your expertise and will be better placed to win the new client, business or job when it really matters. You can network successfully in person or online and The Complete Guide to Professional Networking shows you how to use both together for the most powerful results.The techniques and suggested strategies in this book are backed up by video interviews with some of the world's most successful networking experts.
Managing Conflict at Work: Understanding and Resolving Conflict for Productive Working Relationships
by Clive Johnson Jackie KeddyManaging Conflict at Work provides practical guidance on how to prevent, contain and resolve conflict in the workplace. It demonstrates how effective conflict management can have a powerful impact on the way organisations channel their energies; encouraging positive mindsets and building stronger and happier workforces. Putting the cost of rising conflict in context with recessionary times, it looks beyond individual cases to issues such as workforce motivation and corporate responsibility. The authors provide a wide range of practical techniques, tools and templates to support individuals who need to facilitate the resolution of employee disputes. Aimed not just at mediators and conflict practitioners, but at staff managers and anyone who needs to deal with people disputes; the book emphasises simple and practical ways for dealing with conflict situations - both when potential disputes are first emerging, and once a conflict has escalated into a formal complaint.Also including international case studies, extensive appendix of templates, tools and forms, including stakeholder analysis, mediation in-take forms and reflective questioning prompts, Managing Conflict at Work provides practical support to ensure that your company prevents disputes and stays within the law. The book is accompanied by an extensive range of ready-to-use templates and case studies and is supported by a dedicated website, providing information and downloads referred to in the book, as well as videos and podcasts.
Immunology & Serology in Laboratory Medicine - E-Book: Immunology & Serology in Laboratory Medicine - E-Book
by Mary Louise TurgeonBuilding on a solid foundation of knowledge and skills, this classic text from trusted author Mary Louise Turgeon clearly explains everything from basic immunologic mechanisms and serologic concepts to the theory behind procedures performed in the lab. This go-to resource prepares you for everything from mastering automated techniques to understanding immunoassay instrumentation and disorders of infectious and immunologic origin. Packed with learning objectives, review questions, step-by-step procedures, and case studies, this text is the key to your success in today's modern laboratory environment. - Procedural protocols help you transition from immunology theory to practical aspects of the clinical lab. - Case studies allow you to apply your knowledge to real-world situations and strengthen your critical thinking skills. - Updated illustrations, photographs, and summary tables visually clarify key concepts and information. - Full-color presentation clearly showcases diagrams and micrographs, giving you a sense of what you will encounter in the lab. - Learning objectives and key terms at the beginning of each chapter provide measurable outcomes and a framework for organizing your study efforts. - Review questions at the end of each chapter provide you with review and self-assessment opportunities. - NEW! Highlights of Immunology chapter presents a clear, accessible, and easy-to-understand introduction to immunology that will help you grasp the complex concepts you need to understand to practice in the clinical lab. - NEW! Stronger focus on molecular laboratory techniques. - NEW! Ten chapters include COVID-19 related topics, including Primer on Vaccines chapter covering newer vaccine production methods focusing on DNA and RNA nucleic acids and viral vectors, and covering eight different platforms in use for vaccine research and development against SARS-CoV-2 virus. - NEW! All chapters include significant updates based on reviewer feedback. - NEW! Key Concepts interwoven throughout each chapter highlight important facts for more focused learning.
Leading Change: How Successful Leaders Approach Change Management
by Paul LawrenceIt is often claimed that 70% of organizational change efforts fail, despite the popularity of linear change models. However these linear approaches to change are often based on the premise that change is predictable and straightforward, when actually change is complex, with the 'human' element often changing the functioning of the organizational system as a whole. Leading Change provides the practical framework that allows leaders to actively engage with a complex adaptive system to bring about successful organizational change. Supported by academic research, and grounded with a range of examples and cases, the book offers a genuine, viable alternative to existing approaches.
Implementing Strategic Change: Managing Processes and Interfaces to Develop a Highly Productive Organization
by Daniel Samson Tom BevingtonOne of the key success factors for any organization is effective strategic change - to ensure adaptability and increase productivity. Despite its importance, most change management projects fail or only partly deliver on their promise, the missing link often being the conflict between boardroom strategic initiatives and the working process design of the company. Implementing Strategic Change shows that most of this conflict occurs during interfacing activity - the seemly small activities such as chasing, following up and seeking permission to proceed that help drive a process forward can make up to 80% of many employees workload. This book will show that business strategy and change implementation rely on deep and close process knowledge and help develop the framework for understanding and improving these activities in any organization.
Human Capital Management: Achieving Added Value Through People
by Angela Baron Michael ArmstrongHuman Capital Management (HCM) has recently been described as a high-level strategic issue that seeks to analyze, measure and evaluate how people policies and practices create value. Put simply, HCM is about creating and demonstrating the value that great people and great people management add to an organization.This unique book describes how HCM provides a bridge between human resource management and business strategy. It also demonstrates how organizations can use the concepts of human resource management and the processes involved to enhance the value they obtain from people while continuing to meet their aspirations and needs.Baron and Armstrong explain how to achieve these objectives using various approaches including describing the concept of HCM and how the process works, discussing its application in numerous areas within an organization and examining the role of HR in HCM and the future of the concept.It also contains a toolkit which organizations can use to develop their own HCM policies and practices.
Understanding Markets and Strategy: How to Exploit Markets for Sustainable Business Growth
by Malcolm MorleyIn order to expand your business in existing and into new and diverse markets, it is vital that strategies and plans can be developed with realistic prospects of success. Understanding Markets and Strategy explains the context, meaning and value of markets. It shows you how to analyze them, develop appropriate strategies and respond appropriately to changing competitive dynamics, ensuring that resources are used to create the greatest chances of success. Debunking myths around how markets are defined, it explores how to exploit the assets you currently possess and how to develop new assets for the target market. It also explores the implications for the strategies, resources, competencies and capabilities of expansion into international territories on your organization. The author explains, with practical tools and techniques, how marketing needs to be a product of, and consistent with, strategic competitive and corporate analysis. Ideal for Directors and senior managers as well as strategic planners and marketing managers, it provides you with everything you need to understand markets and to create a strategic context for the development of credible and robust commercial strategies and plans to exploit them.
Evidence-Based Physical Therapy for the Pelvic Floor - E-Book: Evidence-Based Physical Therapy for the Pelvic Floor - E-Book
by Kari Bø Bary Berghmans Siv Mørkved Marijke Van KampenWritten by leading experts in this field, Evidence-Based Physical Therapy for the Pelvic Floor provides physiotherapists and other professionals with knowledge and confidence to bring the latest evidence-based approaches and treatment strategies for addressing pelvic floor dysfunction to their practice. Fully updated and with a wealth of new information, this edition includes sections on devices and apps, gynaecological cancer, sexual dysfunction, fistula, clinical use of EMG, anal incontinence and pain, as well as a discussion of sexualized violence by Nobel Peace Prize winner Denis Mugwege and his team. - New and fully updated contents; new authors and new chapters provide contemporary evidence - Innovative practice guidelines supported by a sound evidence base - Colour illustrations of pelvic floor anatomy and related neuroanatomy/neurophysiology - MRIs and ultrasounds showing normal and dysfunctional pelvic floor - Key summaries for easy navigation - Full colour throughout
The Conversation Company: Boost Your Business Through Culture, People and Social Media
by Steven Van BelleghemResearch shows that consumer conversations, client happiness and empowered employees are the pillars of growth in a successful company. However, many organizations make decisions that contradict these findings and hamper their prospects of expansion. The Conversation Company will help your organization become a business in which people are the key driver of growth, sharing engaging content and building the company's culture and business objectives. People now expect any brand to have a human 'face' and you need to define a clear set of values for both employees and customers, incorporating them in your marketing so that all company communication reflects the DNA of your organization. Based on solid research and including interviews and case studies of companies such as Zappos, Kodak, Nokia and Microsoft, The Conversation Company is the key to sustainable success.
Living the Brand: How to Transform Every Member of Your Organization into a Brand Champion
by Nicholas IndYour company's workforce is its most valuable asset. It is the employees who translate your organization's strategy into reality, interact with consumers and determine the corporate brand.Living the Brand demonstrates how you can empower and enthuse your employees to create "brand champions". This approach enhances employee commitment, improves service standards and focuses efforts to deliver business goals.This practical, inspirational book shows you that employees flourish in organizations where they identify with the brand, and organizations flourish when the brand has relevance and creates meaning.Using original international case studies, such as IBM, SAS Airlines, UNICEF, Apple and Nike, Living the Brand shows you how to make this happen, through research, training, communication, management and review. It examines the nature of branding and why people have become such important definers of their brand.Living the Brand is a CarbonNeutral® publication. To offset the carbon dioxide emissions generated in the book's production, native trees have been planted with Future Forests.
The Strategic Planning Workbook (Kogan Page Ser.)
by Neville LakeThe Strategic Planning Workbook is an invaluable, ready-to-use guide to creating and implementing a strategic plan. Refreshingly free of the usual grand business models peddled by consultants, this book provides the concepts needed to do the thinking, the tools to gather the necessary information, the techniques to make your decisions and the frameworks to translate conclusions into action plans. With a strong focus on matching the right kind of strategy to your business and the all-important implementation of your plan, this fully updated new edition includes supporting videos to help you think like a strategist, understand your customers, analyse your competitors, understand the pressures and define your company's mission, vision and values.In a clear and accessible style Neville Lake draws on a mixture of his own diagnostic tools, analytical techniques and decision-making processes, guiding readers through the key stages involved in strategic planning.
Leadership PQ: How Political Intelligence Sets Successful Leaders Apart
by Gerry Reffo Valerie WarkIQ and EQ (Emotional Intelligence) are not enough. Creating profit, growth and a better future for society is the new leadership challenge. In a shared power world, no single organization is in control or can deliver alone. Leadership PQ is for leaders working with multiple stakeholders to achieve more together. Shortlisted for the CMI Management Book of the Year 2014/15, Leadership PQ introduces a new leadership requirement, PQ (political intelligence) that will allow governments and businesses to build relationships and work together in a new and more effective way. Successful leaders have built the capability to interact strategically in a world where government and business share power to shape the future. Leadership PQ explains why political intelligence is now a critical leadership requirement, presents exclusive case studies and interview material to demonstrate the impact of PQ in action, and provides practical advice to on how to develop it by effectively navigating the Golden Triangle of business, government and society. Leadership PQ is targeted at: business leaders at a multinational and local level; leaders involved in public policy and delivery; leaders of non-profit organizations; executive teams; and aspiring leaders in all sections. While each sector features different challenges, PQ can give them greater reach and impact.
Wilkins' Clinical Assessment in Respiratory Care - E-Book
by Albert J. HeuerMaster the patient assessment skills you need to provide effective respiratory care! Wilkins' Clinical Assessment in Respiratory Care, 9th Edition prepares you to assist physicians in the decision-making process regarding treatment, evaluation of the treatment's effectiveness, and determining if changes in the treatment need to be made. Chapters are updated to reflect the latest standards of practice and the newest advances in technology. From lead author Dr. Albert Heuer, a well-known educator and clinician, this market-leading text also aligns content with National Board for Respiratory Care exam matrices to help you prepare for success on the NBRC's CRT and RRT credentialing exams. - Comprehensive approach addresses all of the most important aspects and topics of assessment, so you can learn to assess patients effectively. - Case studies provide real-life clinical scenarios challenging you to interpret data and make accurate patient assessments. - Questions to Ask boxes identify the questions practitioners should ask patients (e.g., coughing, sputum, shortness of breath) or questions to ask themselves (e.g., lung sounds they are hearing, blood pressure, respiratory rate) when confronted with certain pathologies. - Learning objectives, key terms, and chapter outlines begin each chapter and introduce the content to be mastered. - Assessment questions in each chapter are aligned to the learning objectives and reflect the NBRC Exam format, with answers located on the Evolve companion website. - Key Points at the end of each chapter emphasize the topics identified in the learning objectives, providing easy review. - Simply Stated boxes highlight and summarize key points to help you understand important concepts. - NEW! Updated content throughout the text reflects the latest evidence-based practices and clinical developments, including infection control measures, imaging techniques, assessment of critically ill patients, and the increased reliance on telehealth and electronic health records. - NEW! Updated and revised content aligns with the latest NBRC credentialing exam matrix. - NEW! Take-Home points are included for each chapter, plus cases as well as questions and answers for students to use in testing and applying their knowledge.
Coaching for Resilience: A Practical Guide to Using Positive Psychology
by Adrienne Green John HumphreyA recent report for the CIPD indicated that stress is now the more common cause of long-term sick leave in the UK for the first time ever. Demanding workloads and lack of job security are key stress factors, but in a tough, highly competitive environment these stressors are no longer avoidable. But you can learn how to cope with the stress effectively.Coaching for Resilience is your practical guide to the principles of positive psychology. Using tried and tested techniques it will show you how to motivate and inspire your clients and yourself to build greater resilience. There are clear explanations of the principles of positive psychology throughout, with practical exercises and examples for ease of understanding. This comprehensive resource will help you develop a clear understanding of the psychology of stress and develop your own strategies to enhance resilience.
Mastery in Coaching: A Complete Psychological Toolkit for Advanced Coaching
by Jonathan PassmoreThe reasons that coaching works so well and can produce such dramatic results are grounded in psychology, so it follows that some of the most powerful coaching methods available draw on psychological thinking. Published with the Association for Coaching, Mastery in Coaching presents the latest thinking on the most effective techniques coaches can use with their clients. Every chapter is written by a leading expert in the field, and takes a rigorous, evidence-based approach which will give you a practical understanding of each method, supported with examples, and underpinned by the theory of the key psychological concepts in coaching. Ranging from cognitive-behavioural coaching, gestalt and positive psychology to neuroscience and mindfulness, this indispensable book will give any serious coach the tools they need to get the best from their clients.