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Author: Jeff Sussna Publisher: "O'Reilly Media, Inc." ISBN: 1491903775 Category : Computers Languages : en Pages : 232
Book Description
Now that we’re moving from a product economy to a digital service economy, software is becoming critical for navigating our everyday lives. The quality of your service depends on how well it helps customers accomplish goals and satisfy needs. Service quality is not about designing capabilities, but about making—and keeping—promises to customers. To help you improve customer satisfaction and create positive brand experiences, this pragmatic book introduces a transdisciplinary approach to digital service delivery. Designing a resilient service today requires a unified effort across front-office and back-office functions and technical and business perspectives. You’ll learn how make IT a full partner in the ongoing conversations you have with your customers. Take a unique customer-centered approach to the entire service delivery lifecycle Apply this perspective across development, operations, QA, design, project management, and marketing Implement a specific quality assurance methodology that unifies those disciplines Use the methodology to achieve true resilience, not just stability
Author: Jeff Sussna Publisher: "O'Reilly Media, Inc." ISBN: 1491903775 Category : Computers Languages : en Pages : 232
Book Description
Now that we’re moving from a product economy to a digital service economy, software is becoming critical for navigating our everyday lives. The quality of your service depends on how well it helps customers accomplish goals and satisfy needs. Service quality is not about designing capabilities, but about making—and keeping—promises to customers. To help you improve customer satisfaction and create positive brand experiences, this pragmatic book introduces a transdisciplinary approach to digital service delivery. Designing a resilient service today requires a unified effort across front-office and back-office functions and technical and business perspectives. You’ll learn how make IT a full partner in the ongoing conversations you have with your customers. Take a unique customer-centered approach to the entire service delivery lifecycle Apply this perspective across development, operations, QA, design, project management, and marketing Implement a specific quality assurance methodology that unifies those disciplines Use the methodology to achieve true resilience, not just stability
Author: Linda Dale Bloomberg Publisher: Teachers College Press ISBN: 0807779539 Category : Education Languages : en Pages : 257
Book Description
The Spring of 2020 saw educational institutions around the world abruptly convert to online teaching formats. While this transition may be unfamiliar—and even uncomfortable—the skills and techniques needed to engage and empower online learners can be learned and mastered to serve the current and ever-expanding need. This indispensable resource focuses on combining thoughtful teaching strategies with innovative technology to help learners engage more meaningfully and learn more effectively. The book distills decades of research in adult learning and education to provide evidence-based strategies that directly and practically apply to online environments. The author identifies five core areas for focus: principles of adult learning (how people learn), engagement through presence, diversity and inclusion, community, and learner empowerment; thereby demonstrating how to prepare for the online learning environment, design and develop suitable course materials, deliver instruction, and evaluate the learning experience. Book Features: A holistic approach that addresses and integrates every key dynamic to ensure the design, development, and delivery of optimal online learning experiences. Appropriate for instructors and course designers as they manage blended or fully online teaching models.Content is readily applicable across disciplines and institutional types. Grounded firmly in research, theory, and best practices related to social presence, engagement, inclusive pedagogy, Understanding by Design (UBD), Universal Design framework for Learning (UDL), reflective practice, and principles of adult learning and development. Comprehensive checklists provide overviews of key action items and associated steps involved in course design, development, and delivery. Reflection is a cornerstone of deep learning, and reflective questions are included in each chapter.
Author: Mairi Macintyre Publisher: Springer Science & Business Media ISBN: 144198321X Category : Business & Economics Languages : en Pages : 170
Book Description
Service Design and Delivery provides a comprehensive overview of the increasingly important role played by the service industry. Focusing on the development of different processes employed by service organizations, the book emphasizes management of service in relation to products. It not only explores the complexity of this relationship, but also introduces strategies used in the design and management of service across various sectors, highlighting where tools, techniques and processes applicable to one sector may prove useful in another. The implementation methods introduced in the book also illustrate how and why companies can transform themselves into service organizations. While the book is primarily intended as a text for advanced-level courses in service design and delivery, it also contains theoretical and practical knowledge beneficial to both practitioners in the service sector and those in manufacturing contemplating moving towards service delivery.
Author: Loui Lord Nelson Publisher: Paul H Brookes Publishing ISBN: 9781681254111 Category : Children with disabilities Languages : en Pages :
Book Description
"Written as a practical guide for teachers in inclusive settings, Design and Deliver introduces Universal Design for Learning (UDL) and describes how to effectively implement it in the classroom. UDL is a framework that guides the design of barrier-free, instructionally rich learning environments and lessons that provide access to all students. In this research-based, easy-to-read guide, seasoned teacher and former UDL Coordinator Loui Lord Nelson highlights how K-12 educators can use the three key principles of UDL-Engagement, Representation, and Action & Expression-to meet the needs of diverse learners. The book explains UDL; describes the vocabulary, myths, and brain science underlying it; and offers strategies, lesson plan guidance, and techniques to implement it"--
Author: Hugo de Waal Publisher: John Wiley & Sons ISBN: 1118378687 Category : Medical Languages : en Pages : 278
Book Description
Dementia is increasingly and widely recognised as a serious health and social challenge, in the developed world as well as in the developing world. The need therefore to design and implement dementia care services of high quality is becoming more and more vital, particularly given the likelihood of ever increasing demand in a world, which likely sees resources at best remaining at current levels. Designing and Delivering Dementia Services describes current developments in the design and configuration of dementia services. It offers an informative and detailed overview of what constitutes high quality care, considering the circumstances patients and carers may find themselves in. For dementia to get the priority it deserves, a number of factors are important and the book charts the invaluable contributions of various Alzheimer's Associations and Societies: this provides a focus on dementia strategies and plans at national levels: the book reports on the state of affairs regarding such strategies and provides a unique insight into the process of how one of these was developed and implemented. Recognising the need to prove that service developments lead to a higher quality of care, increased productivity and increased efficiency, the book links the resulting picture to service-based research methodologies, with an emphasis on the strengths and limitations of that research. Contributions from 17 countries on 4 continents give an overview of the state of affairs across the world, paying attention to successful - and less successful - initiatives to improve dementia care. The book furthermore provides pragmatic approaches to ensure planning becomes reality, highlights the need for structured workforce development, education and training and describes the opportunities afforded by assistive technology. This book is of prime informative and practical value given that pressures on dementia services are projected to mount across the world against a backdrop of limited resources and expertise. Designing and Delivering Dementia Services Defines the problems involved in meeting an increasing demand for dementia care services in a poorer world Maps initiatives and developments in the design and configuration of these services in a variety of international settings Analyses these developments against the background of political and health economic circumstances Provides a road map of where health services should go in response to this growing challenge. The first book to define, analyse and map initiatives for dementia care services in a time of increasing demand and decreasing resources, this book is essential reading for commissioners, senior clinicians and service planners in health and social care. It will also be of interest to academic researchers involved in qualitative services research as well as quantitative health economic research, health and social care managers and those involved in workforce planning and development.
Author: Madeleine Pullman Publisher: Business Expert Press ISBN: 1606493191 Category : Business & Economics Languages : en Pages : 180
Book Description
If you are a supply chain manager, an executive, an entrepreneur, or a stakeholder in a sustainable business, this book will help you develop the awareness and skills needed to support sustainable supply chain management in your firm. The authors introduce the many ways that social and environmental responsibility can be integrated into supply chain management, from sustainable product and process design to programs and techniques that support product end-of-life management. The book begins with a discussion of sustainability and business strategy. It then explores product and process design, sustainable purchasing and logistics, and product end-of-life management topics. The authors include real-world examples and cases from some of the world’s leading companies in sustainable supply chain management. The examples range from small local companies to large multinational players to give a broad range of ideas to the reader. With case examples, workshops, and step-by-step instructions on how to create a sustainable supply chain, Sustainability Delivered is the most practical and usable book on the market that will help you and other business leaders to authentically pursue and deliver on sustainability ideals
Author: Garr Reynolds Publisher: Pearson Education ISBN: 0321601890 Category : Business & Economics Languages : en Pages : 316
Book Description
FOREWORD BY GUY KAWASAKI Presentation designer and internationally acclaimed communications expert Garr Reynolds, creator of the most popular Web site on presentation design and delivery on the Net — presentationzen.com — shares his experience in a provocative mix of illumination, inspiration, education, and guidance that will change the way you think about making presentations with PowerPoint or Keynote. Presentation Zen challenges the conventional wisdom of making "slide presentations" in today’s world and encourages you to think differently and more creatively about the preparation, design, and delivery of your presentations. Garr shares lessons and perspectives that draw upon practical advice from the fields of communication and business. Combining solid principles of design with the tenets of Zen simplicity, this book will help you along the path to simpler, more effective presentations.
Author: Jeff Sussna Publisher: "O'Reilly Media, Inc." ISBN: 1491903783 Category : BUSINESS & ECONOMICS Languages : en Pages : 232
Book Description
Now that we’re moving from a product economy to a digital service economy, software is becoming critical for navigating our everyday lives. The quality of your service depends on how well it helps customers accomplish goals and satisfy needs. Service quality is not about designing capabilities, but about making—and keeping—promises to customers. To help you improve customer satisfaction and create positive brand experiences, this pragmatic book introduces a transdisciplinary approach to digital service delivery. Designing a resilient service today requires a unified effort across front-office and back-office functions and technical and business perspectives. You’ll learn how make IT a full partner in the ongoing conversations you have with your customers. Take a unique customer-centered approach to the entire service delivery lifecycle Apply this perspective across development, operations, QA, design, project management, and marketing Implement a specific quality assurance methodology that unifies those disciplines Use the methodology to achieve true resilience, not just stability
Author: Art Weinstein Publisher: CRC Press ISBN: 1000083454 Category : Business & Economics Languages : en Pages : 338
Book Description
First Published in 1999, this book stresses the service aspects of an organization - especially customer service, marketing, and organizational responsiveness, and how to create and provide outstanding customer value to the target market(s).
Author: Hugh Beyer Publisher: Morgan Kaufmann ISBN: 1558604111 Category : Computers Languages : en Pages : 498
Book Description
This is the only book that describes a complete approach to customer-centered design, from customer data to system design. Readers will be able to develop the work models that represent all aspects of customer work practices.
Author: Jeff Sussna
Author: Jeff Sussna
Author: Linda Dale Bloomberg
Author: Mairi Macintyre
Author: Loui Lord Nelson
Author: Hugo de Waal
Author: Madeleine Pullman
Author: Garr Reynolds
Author: Jeff Sussna
Author: Art Weinstein
Author: Hugh Beyer