Service is the up and coming discipline for the 22nd century. But exactly what is service? Many people think that service is what people do – no more, no less. Nothing can be farther from the truth. Then, if so, why is the service community in constant disarray. Startup businesses fail on a regular basis. Why? They simply do not provide good service. Many persons in responsible positions rarely give service even a brief notice. What they subconsciously think about service has to be the truth. How often do you hear exclamations like, I’ll never fly again, especially on that airline? What about, I’ve had it with fast food restaurants. Have you ever heard a student say, I’ll never take another course from that professor? Or, it’s a great car but the service stinks. What about, He may be a great doctor, but he treats all patients like thy are not human. So, what do you do if you own or manage a small business and want to start off right? That’s an easy question. You simply send new employees, or even experienced ones, to service school. You’ve heard of computer school, but have you heard of service school. There are books on computer, for example, all over the place. But, you probably have never seen one – a book, that is – about service. Is an automobile dealership the same as a pharmacy? At the service level, you can bet they are. This book will tell you all you need to know about providing great service. Have you ever heard of a 2-hour seminar on how to give good service? I bet you haven’t. Sometimes, a manager will give suggestions, but that is about it. This book is a service resource. Have you experienced a doctor’s office that calls a patient concerning what time his or her appointment is? Have you had a car dealer tell you they have lost your car? Has a doctor operated on the wrong leg? Maybe, even the wrong person. A service is a client/provider interaction that creates and captures value for both participants. We use service in several aspects of our lives, including business, government, education, health care, and religion. But, what exactly are the best practices, principles, and theories of service? The actual study of service is a relatively new field, but it is one that can open the door to a better understanding of the essential part of our lives. In this little book, Harry Katzan, Jr., founder and editor of the Journal of Service Science, offers a concise, readable examination of how managers can use information about services to construct a better customer environment. Harry Katzan, Jr. believes that the characteristics of a service process determine its efficacy in solving real-world problems. He disseminates these characteristics and provides a clear view of service to help managers pinpoint the exact issues they need to tackle. With a comprehensive bibliography, examples, and a highly engaging writing style, this little book on service provides is perfect for the professional and laymen alike. Discover how you can put information about service to work for you.

Showing the same incisive and outrageous wit as in his previous books, where he first took on the self-help craze then New Labour's addiction to spin, Alistair Beaton now tackles the management gurus. Read this book and you will be transformed overnight into a successful modern manager, capable of talking authentic management bollocks at any hour of the day or night, because, let's face it, talking bollocks is what modern management is all about. Below are a few of the gems contained within THE LITTLE BOOK OF MANAGEMENT BOLLOCKS...RISK MANAGEMENT Improve risk management outcomes by never investing in anything. INSPIRING OTHERS As a manager, it's your job to inspire others. If there's nothing inspiring about you, just use fear instead.

A smart, small book for any manager’s pocket. In every manager’s career there are moments where decisions need to be made in order to achieve success and this smart, nicely packaged little book can be there to help each time. The trick to succeeding in these moments is to identify each of these situations ahead of time and understand how to act and what to do to reduce the chances of failure. That is exactly what The Little Black Book for Managers has done. The authors have listed a whole host of situations most managers face, based on thousands of personal experiences, and have mapped out how to deal with each situation. The book contains specific examples of words and phrases that can be used as well as illustrations and exercises to analyse your current performance. It is short on waffle and high on practical wisdom. It is designed to be dipped in and out of – reached for whenever a situation arises. This is a practical support tool for managers at all levels, from shop-floor supervisor to main board director. The Little Black Book for Managers explains how to deal with scenarios such as; Having a lack of confidence to deal with other people in the way that is needed Times when you have to assert your authority more Allocating critical work. Who to choose? Needing to get extra effort from the team when under pressure Incentivising Delegation Having to deal with under-performers Personality clashes between work colleagues Managing a meeting with senior leaders

This guide contains 6 Core and 12 World-Class processes each of which is described in chapters that provide a logical view of the element itself and why it is important to the organization, along with a flexible process model that can be adapted to most businesses and how the process works in practice—plus proven and practical models and Tips for Success from high-performing organizations on implementing the process. The technical content takes a mid-level view to be useful to a broader group of readers and is complemented by other relevant chapters, including: •A Brief History of IT Service Management •Understanding ITIL, COBIT, and ISO •The Consumerization of IT •Making Sense of Cloud and On-Premise •Enterprise Service Management •A Culture of Excellence •An Approach to Leverage Technology •The Exploration of Service Automation The Practical Guide to World-Class IT Service Management also examines the future of IT service management and where this exciting journey is likely to lead.

Advanced technology is the cornerstone of modern society. Some of the reasons for studying the methods and applications of technology are that the subject serves as the basis of our everyday existence. We use technology on a daily basis, yet we know very little about the underlying concepts. We have no introduction to the subject matter, no principles of best behavior, and no theories. It is a time for change and this book fills that need. In this book, we are going to take a look at the evolving technology of uncertainty. Getting a handle on uncertainty permits a practitioner to perform in an excellent manner on tasks from management to applied technology. Modern government, such as the intelligence services, is exceedingly complicated, and uncertainty exists in almost every aspect of their daily lives. Business and finance have similar requirements so that participants can excel in all aspects of the decisions of everyday business life. The ability to deal with uncertainty is based on the methods of combining diverse possibilities into a coherent whole called a frame of discernment. Then, using a methodology known as Dempster-Shafer theory, evidence can be evaluated and a basis for decision making can be discerned. The effective use of Dempster-Shafer theory is conceptualized through computer methodology. Once determined to be unsolvable by experts, the methods contained herein have been solved by the author as a visiting professor in Switzerland. The methods are summarized in a research monograph entitled Managing Uncertainty and simplified in this book, along with an appropriate appendix that introduces the methodology. The book is comprised of introductory material followed by appropriate examples in essays that can be read in any order determined by the reader’s interests. The essays are based on peer reviewed journal articles presented at technical conferences. The various essays can be addressed in any order as they are adjusted to fit the needs of practicing professionals. Harry Katzan is a professor, author, and consultant, and enjoys outdoor activities.

Your go-to-guide to delivering effective and transformative change that lasts All too often, change efforts fail to deliver on their promise. However it is possible to turn an organization around quickly to create a new future — one where people think and behave differently and deliver extraordinary results together. Whether you are the chairman, a board director or an aspiring senior executive, The Little Black Book of Change provides a practical, concise and insightful guide to understanding your organization and inventing something extraordinary. It is not about ‘run of the mill' change programmes. It is about delivering extraordinary results — something that is not at all predictable. It will be your insight into creating significant shifts in the way people think and behave which can be applied in any area you wish; from improving service levels to cost reductions, innovation or increasing market share. Demystifies organisational transformation in 7 practical steps Based on real business case studies Grounded and accessible, rather than purely from theoretical models or processes The authors have 25 years' experience of implementing and facilitating transformations change Visit http://www.littleblackbookofchange.com/