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  • 1
    Online Resource
    Online Resource
    Lean for Banks (2014)
    [Erscheinungsort nicht ermittelbar] : Productivity Press | Boston, MA : Safari
    Details
    Language: English
    Pages: 1 online resource (239 pages)
    Edition: 1st edition
    Keywords: Business management ; Electronic books ; local
    Abstract: Most banking institutions suffer from numerous inefficiencies, such as poor planning; inadequate coordination and communication; ineffective processes, tools, and workflow; and excessive bureaucracy. Lean for Banks describes in easy language how to use Lean and Six Sigma management practices to significantly improve the efficiency of bank operations. This book shows how to use Lean and Six Sigma management practices to improve the normal daily work in a bank, typically executed in the so-called "back offices." This work involves about 90 percent of bank employees and generates 90 percent of costs. Lean for Banks explains how to organize bank operations better, increase work productivity and quality by working smarter and not harder, make fewer mistakes and decrease rework, and elevate jobs from mundane and repetitive to creative and pleasantly challenging. Most importantly, it shows how to increase the satisfaction of bank customers and in turn enhance bank competitiveness and market share. Lean for Banks is intended for all levels of bank employees: back-office workers, first-level supervisors, middle- and higher-level managers, and corporate executives. It is also intended for all levels of students at schools that teach banking skills—short courses intended for tellers, college courses in advanced banking operations, and continuing education for bank managers and line employees. This book is an entry-level text on Lean and should give readers enough understanding to prepare them for active participation in Lean deployment activities.
    Note: Online resource; Title from title page (viewed November 21, 2014) , Mode of access: World Wide Web.
    URL: https://learning.oreilly.com/library/view/-/9781482260847/?ar
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    Online Resource
    MPI Ethno. Forsch.
  • 2
    Online Resource
    Online Resource
    Case Studies in Disaster Response and Emergency Management (2013)
    [Erscheinungsort nicht ermittelbar] : CRC Press | Boston, MA : Safari
    Details
    Language: English
    Pages: 1 online resource (262 pages)
    Edition: 1st edition
    Keywords: Business management ; Electronic books ; local
    Abstract: Each emergency comes with its own set of challenges, however, many emergencies of the past can be used as tools to evaluate the decisions made and apply them to similar situations. Designed to enable public officials to conduct this kind of evaluation, Case Studies in Disaster Response and Emergency Management details a selection of emergencies—more than 50—that actually occurred. The book demonstrates that often there is no wrong or right answer, just choices that will resolve a problem favorably or cause the situation to deteriorate. The book illustrates the application of public administration theories and practices to real-life disasters. Arranged chronologically, the case studies involve incidents from the U.S. and worldwide, with topics including natural disasters, industrial accidents, epidemics, and terrorist attacks. It includes a set of generic questions at different points in the case study to allow evaluation of which decisions were successful and why. The decision-making process described gives readers an applied venue to test theoretical emergency management techniques that should work in real-world situations. The book demonstrates with the perspective of 20/20 hindsight how preventive planning measures are best practiced. It provides practical advice and guidance for public officials during emergency situations.
    Note: Online resource; Title from title page (viewed January 4, 2013) , Mode of access: World Wide Web.
    URL: https://learning.oreilly.com/library/view/-/9781439883167/?ar
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    Online Resource
    MPI Ethno. Forsch.
  • 3
    Online Resource
    Online Resource
    The customer service solution : managing emotions, trust, and control to win your customer's business (2013)
    New York : McGraw-Hill
    Details
    ISBN: 9780071809993 , 0071809996
    Language: English
    Pages: 1 online resource (1 v.) , ill.
    Parallel Title: Erscheint auch als
    Keywords: Customer relations ; Customer services ; Service industries ; Management ; Electronic books ; Business management ; Electronic books ; local
    Abstract: Understand Consumer Psychology to Drive Profits and Growth Want to know exactly what's driving your customer's behavior? NOW YOU CAN! The Customer Service Solution explains how consumers perceive services and shows you how to enhance the customer experience--every time. In this economic climate, the customer service experience is more critical than ever. Most leading service firms advocate the TLC mantra: Think Like a Customer. That's a good practice, but first you have to understand what your customer is thinking and feeling. Today's business leaders cannot afford to neglect the psychological principles that govern customer satisfaction and long-term loyalty. What are the factors that really determine customer satisfaction? Two of the nation's leading authorities on service psychology, Sriram Dasu and Richard Chase, have written this groundbreaking guide that identifies and demystifies the psychological triggers behind customer behavior. You'll go where customer satisfaction surveys, mystery shoppers, and focus groups can't--and learn exactly why customers respond and behave the way they do. With findings drawn from behavioral science research, this book provides all the tools you need to evaluate your current service platforms and design future strategies to enhance customer perceptions positively and drive your sales. The Customer Service Solution illustrates why even companies with high levels of satisfaction are missing tremendous opportunities by neglecting the emotional elements that govern consumer interactions. This book will show you how to: Shape and manage customer perceptions Understand implicit versus explicit outcomes Develop the roles of control and choice among buyers Design emotionally intelligent processes Build trust among customers Whatever your business may be--healthcare, hospitality, financial services, e-commerce, and more--this book is an essential tool to help you increase profits by leveraging your company's customer experience. PRAISE FOR THE CUSTOMER SERVICE SOLUTION: "Harnessing the power of emotions will help to drive an exceptional customer experience creating customers for life to help your business thrive. Finally, a guide to help us better understand how to do this." -- James Merlino, MD, Chief Experience Officer, Cleveland Clinic "Required reading for anyone designing a service encounter." -- James Heskett, Professor Emeritus, Harvard Business School, coauthor of The Service Profit Chain and Service Future ...
    Note: Includes bibliographical references and index. - Description based on print version record
    URL: https://learning.oreilly.com/library/view/-/9780071809931/?ar
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    Online Resource
    MPI Ethno. Forsch.
  • 4
    Online Resource
    Online Resource
    Internet Searches for Vetting, Investigations, and Open-Source Intelligence (2011)
    [Erscheinungsort nicht ermittelbar] : CRC Press | Boston, MA : Safari
    Details
    Language: English
    Pages: 1 online resource (320 pages)
    Edition: 1st edition
    Keywords: Business management ; Electronic books ; local
    Abstract: In the information age, it is critical that we understand the implications and exposure of the activities and data documented on the Internet. Improved efficiencies and the added capabilities of instant communication, high-speed connectivity to browsers, search engines, websites, databases, indexing, searching and analytical applications have made information technology (IT) and the Internet a vital issued for public and private enterprises. The downside is that this increased level of complexity and vulnerability presents a daunting challenge for enterprise and personal security. Internet Searches for Vetting, Investigations, and Open-Source Intelligence provides an understanding of the implications of the activities and data documented by individuals on the Internet. It delineates a much-needed framework for the responsible collection and use of the Internet for intelligence, investigation, vetting, and open-source information. This book makes a compelling case for action as well as reviews relevant laws, regulations, and rulings as they pertain to Internet crimes, misbehaviors, and individuals’ privacy. Exploring technologies such as social media and aggregate information services, the author outlines the techniques and skills that can be used to leverage the capabilities of networked systems on the Internet and find critically important data to complete an up-to-date picture of people, employees, entities, and their activities. Outlining appropriate adoption of legal, policy, and procedural principles—and emphasizing the careful and appropriate use of Internet searching within the law—the book includes coverage of cases, privacy issues, and solutions for common problems encountered in Internet searching practice and information usage, from internal and external threats. The book is a valuable resource on how to utilize open-source, online sources to gather important information and screen and vet employees, prospective employees, corporate partners, and vendors.
    Note: Online resource; Title from title page (viewed January 7, 2011) , Mode of access: World Wide Web.
    URL: https://learning.oreilly.com/library/view/-/9781439827529/?ar
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    Online Resource
    MPI Ethno. Forsch.
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