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| Title: |
Managing High-Tech Services Using a CRM Strategy (Hardcover)
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| Author: |
Donald F. Blumberg |
| Description: |
Managing High-Tech Services Using a CRM Strategy provides insight and workable solutions for service business management, derived from a logical and operational framework based upon the service market, not the traditional product-based business model. It covers the entire concept of service business management, focusing on CRM technology applied to marketing issues and new strategic directions. Through a combination of theory, structural dynamics, case studies, examples, state-of-the-art assessments, and market research results, this book provides a clear presentation and workable strategies for managing, marketing, and selling service in a variety of different business markets and situations. |
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| Title: |
Introduction to Management of Reverse Logistics and Closed Loop Supply Chain Processes
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| Author: |
Donald F. Blumberg |
| Description: |
This title provides an overall treatment of CLSC and RL, a qualitative and quantitative presentation of the size and dimensions of the overall market and industry, and a look at future trends. The author then discusses key issues and trends in management and operation, strategic, tactical, and operational issues for implementation, and a pragmatic evaluation of the realities of running a CLSC or an RL business. Since most supply chains are not designed to handle reverse material flows effectively, this is a crucial resource for managers that wish to ensure a smooth flow of materials while extracting the maximum value from returned and end-of-life goods. |
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| Title: |
Service Parts Handbook (2nd Edition) (Hardcover)
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| Author: |
Joseph D. Patton Jr., Roy J. Steele |
| Description: |
Service Parts Handbook, second edition, by Joe Patton & Roy Steele. New 2003. This award-winning book is extensively updated and expanded over the first edition. Service Parts Handbook, second edition, is a vital reference for everyone who has any connection with service parts. It provides standard terms, principles, and practices; details foundation elements of planning and control; and demonstrates new concepts including modeling Parts Acquire Time, strategic stock location, ASL optimization, outsourcing, and warranties. This text helps service managers create awareness of the 21 differences between just-in-time parts used in manufacturing and just-in-case service parts. It emphasizes trade-offs between labor and parts; with attention to life cycle costs and profits. |
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| Title: |
Execution: The Discipline of Getting Things Done (Hardcover)
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| Author: |
Larry Bossidy, Ram Charan, Charles Burck |
| Description: |
The book that shows how to get the job done and deliver results . . . whether you’re running an entire company or in your first management job
Larry Bossidy is one of the world’s most acclaimed CEOs, a man with few peers who has a track record for delivering results. Ram Charan is a legendary advisor to senior executives and boards of directors, a man with unparalleled insight into why some companies are successful and others are not. Together they’ve pooled their knowledge and experience into the one book on how to close the gap between results promised and results delivered that people in business need today. |
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| Title: |
Manager's Guide to Automated Service
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| Author: |
Andrew Thomas |
| Description: |
Contents: The Field Service Industry, The Business of Field Service, Making Field Service a Tangible Product, Changing Trends in Field Service Delivery: What's Ahead?, Why Automate Field Service?, Industry Views Regarding Service Automation, Basic Ingredients of an Automated Field Service Management System: What to Look For and What is an Automated Field Service Management System: Who Needs It? |
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| Title: |
Managing Knock Your Socks Off Service
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| Author: |
Chip R. Bell & Ron Zemke |
| Description: |
Eight clear goals to ensuring superior service. Shows how to create good service on a day-to-day, real-time, every time basis. It presents 8 clear goals for ensuring superior service along with practical ways to achieve excellence in each of these areas. |
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| Title: |
Managing Service as a Strategic Profit Center
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| Author: |
Donald F. Blumberg |
| Description: |
Demonstrates how to transform the service component of any company into an essential profit center, which will quickly become a highly profitable strategic line of business in its own right. Here is your strategic battle plan for operating service as both a successful standalone profit center and a key element of a manufacturing or distribution business. |
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| Title: |
The Motivating Team Leader
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| Author: |
Dr. Lewis E. Losoncy |
| Description: |
Presents 43 approaches you can use today to motivate your team. Demonstrates how you can develop your own leadership vision of shared goals and objectives and use this vision to build a better, more cohesive team. |
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| Title: |
Best Practices in Customer Service
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| Author: |
Edited by Ron Zemke and John A. Woods |
| Description: |
Best Practices in Customer Service contains valuable information and tools, including a directory of Web Sites related to customer service topics, and other customer service information available online. With 35 chapters written by top customer service consultants and practitioners, it covers everything from the classic issues like customer retention and service recovery to contemporary concerns like providing customer service on the Internet. Best Practices in Customer Service is a one-stop resource that brings together the wisdom of dozens of customer service experts who explain and demonstrate how to implement the best practices available in customer service. |
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| Title: |
Why Employees Don't Do What They Are Supposed To Do
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| Author: |
Ferdinand F. Fournies |
| Description: |
This book teaches no-nonsense people-management skills and tells you how to avoid or handle most situations concerning why employees sometimes do not do their jobs. Also included is how to maintain good work performance and avert potential problems. |
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| Title: |
Exploring Corporate DNA
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| Author: |
Gary Bargatze |
| Description: |
Exploring Corporate DNA provides definitive, step-by-step business strategies to increase: Employee motivation and productivity, Leadership effectiveness, Customer relationship management, market share and corporate profitability. The innovative strategies explored in this book are applicable to all levels, nationally and internationally. Exploring Corporate DNA is a landmark business book for the new millennium that: Convincingly shifts the paradigm in current business thinking, provides a proven, step-by-step approach to strategy implementation, definitively explains the failures of the past and explores fully-tested solutions used worldwide by leading companies. Gary Bargatze is the President of Leadership 21 Worldwide, Inc. A management consulting and research company. He has worked with many Fortune 500 companies in the US and with major international manufacturing and service companies worldwide. |
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| Title: |
Take Charge - How to Manage Customer Relationships
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| Author: |
Grace Majors |
| Description: |
A user friendly self-development and reference book to help professional and management staff. A flexible resource to support customer-focus, empowerment, teamwork, and other key organizational goals. |
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| Title: |
Calling a Halt to Mindless Change: A Plea for Commonsense Management
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| Author: |
John MacDonald |
| Description: |
Giving voice to the vast majority of corporate employees, the highly respected author and consultant John Macdonald says enough is enough. In this broad yet penetrating book, Macdonald makes the strong, rational, and long-awaited argument that common sense must be reinfused into management's decision-making process. |
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| Title: |
Preventive Maintenance
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| Author: |
Joseph D. Patton, Jr. |
| Description: |
This second edition details ways to minimize downtime and improve productivity by eliminating the causes of failure and reducing breakdowns. Used as a text by many colleges and the US Naval Academy, this book on PM basics shows how investment in a PM program gains high ROI in longer equipment life, smoother operation, higher productivity and increased profits. |
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| Title: |
Maintainability and Maintenance Management, 3rd Edition
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| Author: |
Joseph D. Patton, Jr. |
| Description: |
Guides planning, design, and implementation of equipment reliability, availability, quality and serviceability. This book is often used to teach systems engineering as well as maintainability. |
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| Title: |
Logistics Technology & Management: A New Approach
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| Author: |
Joseph D. Patton, Jr. |
| Description: |
The techniques of modern logistics management have emerged as an essential means of providing service managers with a systematic overview of all elements needed to develop and sustain their operations. This new 360-page text includes 73 graphs and charts, and provides proven methods and models that can help service managers avoid the pitfalls of poor planning and maximize profits and use of resources. The book is based on Mr. Patton's highly successful seminars. This impressive work is a valuable addition to the professional service manager's library. |
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| Title: |
"After the Sale" How to Manage Product Service for Customer Satisfaction and Profit
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| Author: |
Joseph D. Patton, Jr. and William H. Bleuel |
| Description: |
After The Sale follows on three successful editions of Service Management: Principles and Practices. After the Sale is significantly updated, and amplifies state-of-the art strategies and tactics for effective management of product service for customer satisfaction and profit. Among the books' features are a standardized vocabulary of service terms, 48 specific metrics and sample specifications, ten discussion questions at the end of each chapter, and extensive coverage across the full spectrum of modern maintenance for durable equipment including software and professional support services. |
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| Title: |
Knock Your Socks Off Answers
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| Author: |
Kristin Anderson & Ron Zemke |
| Description: |
A realistic and practical approach to dealing with everyday customer challenges. A must for anyone dealing with the public. |
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| Title: |
Delivering Knock Your Socks Off Service
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| Author: |
Kristin Anderson & Ron Zemke |
| Description: |
How to use the power of listening. This bright and breezy service primer has proven itself a big hit with front-line service providers and service managers alike! For the nearly 80% of America's workforce that provides service, this friendly tool makes sure the "good service" message gets across loud and clear. Using anecdotes, cartoons, and checklists the book makes its point: "As far as customers are concerned you are the company. This is not a burden, but the core of your job. You hold in your hands the power to keep customers coming back -- perhaps even to make or break the company." |
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| Title: |
Wooing Customers Back
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| Author: |
Mark Holmes |
| Description: |
Whether you are a new associate, a seasoned professional, or a manager, you will get great ideas guaranteed to boost your performance with customers and teammates. Wooing will teach you how to create better teamwork and cooperation with your internal customers, go way beyond customer expectations and develop your own level of unlimited enthusiasm. Wooing gives you better ways to deal with touchy conflicts, handle so-called problem customers and keep service excellent when you wear down or get burned-out. NASM members will see a positive impact on their employees' service, resulting from reading WOOING CUSTOMERS BACK for themselves, or, the publisher will refund your purchase immediately. |
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| Title: |
Creating a High-Performance Culture
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| Author: |
Marlene Aroselli |
| Description: |
"58 Activities for sustaining Quality and Building an Empowered, Learning Organization". In Creating a High-Performance Culture, you will find 8 interviews with leaders who have instituted high performance initiatives in their organizations. A series of integrated training activities following each interview will help you circumvent the pitfalls others have stumbled into. |
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| Title: |
The Customer Driven Company
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| Author: |
Richard C. Whiteley |
| Description: |
Whiteley based this book on research with 563 top executives in 44 different organizations. He provides a systematic method for investigating, measuring, promoting, and rewarding product and service excellence that can lead to real customer loyalty. Whiteley also provides a set of "toolkits" to enable managers to identify how well their company is doing in the areas identified. This book is easy to follow with clear structure and concise wording. |
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| Title: |
Managing to Keep the Customer
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| Author: |
Robert Desatnick & Denis H. Detzel |
| Description: |
Provides a blueprint for building and maintaining a total organizational commitment to greater customer satisfaction. Examples from a wide range of businesses and nonprofit organizations and important new data from Hay Group surveys and studies offer an inside look at the training and management practices of seventeen companies noted for superior service. Describes how management, by establishing the highest standards of excellence, can create an organization that truly serves the customer. |
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| Title: |
The Quality Improvement Handbook
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| Author: |
Roger Swanson |
| Description: |
Provides a comprehensive set of tools and techniques to improve processes using a systematic Quality Improvement Model. Offers experienced teams instructions on more advanced, less frequently used tools. It also provides detailed guidelines on the basic tools for less experienced readers. |
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| Title: |
Sustaining Knock Your Socks Off Service
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| Author: |
Ron Zemke & Thomas K. Connellan |
| Description: |
Shows how you can successfully maintain the efforts you started in the push toward service quality. Describes techniques needed to make quality a reality and supplies vivid examples of those techniques in action. |
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| Title: |
Customer Service Over the Phone
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| Author: |
Stephen Coscia |
| Description: |
Excellent customer service is crucial to a successful phone-based business - it can secure customer loyalty, while poor service can lose it. This concise guide examines every important scenario that a customer service representative may encounter and shows how to handle each one. It tells how to ask the right questions and solve the problem in an efficient manner. It also explains how to make effective use of voice mail, e-mail, fax, and letters. |
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| Title: |
Value Added Selling Techniques
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| Author: |
Tom Reilly |
| Description: |
A recent movement related to selling goods and services is the customer value the purchase provides to the customer. Most companies fail to get full credit for everything they do for the customer. This book will teach you how to sell the total value that your products bring to the table, going beyond mere features and price. |
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| Title: |
Value Added Customer Service
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| Author: |
Tom Reilly |
| Description: |
Every employee's guide for creating satisfied customers. Ideal for every size company that is serious about improving service, both to outside clientele and internal customers. |
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| Title: |
Delivering Quality Service
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| Author: |
V.A. Zeithaml, A. Parasuraman & L.L. Berry |
| Description: |
Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. This book is built on 7 years of research on service quality and provides brilliant theoretical insight into customer expectations and service delivery. |
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| Title: |
Accounting for Non-Accountants: The Fast and Easy Way to Learn the Basics
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| Author: |
Wayne Label |
| Description: |
This is an easy-to-understand book that is the perfect accounting guide for anyone who has never taken an accounting class and has no idea what a balance sheet, income statement, or statement of cash flow is. It is an excellent resource for any manager who needs to brush up on accounting fast. |
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| Title: |
Zapp! The Lightning of Empowerment: How to Improve Productivity, Quality, and Employee Satisfaction
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| Author: |
William Byham and Jeff Cox |
| Description: |
This small book sets up the scenario of a very "down" environment and describes how the system preserves the lack of energy and job satisfaction. It then outlines steps to take to remove the dampers and become a leader. Easy reading! |
National Association of Service Managers