Автор: Stickdorn Marc, Hormess Markus Edgar, Lawrence Ada Название: This Is Service Design Doing: Using Research and Customer Journey Maps to Create Successful Services ISBN: 1491927186 ISBN-13(EAN): 9781491927182 Издательство: Wiley Рейтинг: Цена: 42230.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers.
Автор: Cooper Tom Название: Iraqi Mirages: Mirage F.1 in Service with Iraqi Air Force, 1981-2003 ISBN: 1912390310 ISBN-13(EAN): 9781912390311 Издательство: Marston Book Services Рейтинг: Цена: 26330.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Originally envisaged as a privately funded project for a possible future NATO-fighter, the Dassault Mirage F.1 evolved into one of the most aesthetically attractive and commercially most successful combat aircraft of the 1970s and 1980s. Developed into more than a dozen of different variants and sub-variants – each of them custom-tailored to requirements of air forces that flew it – it also became a type that saw intensive combat service in numerous wars on no less than three different continents. Iraq became the biggest export customer for Mirage F.1. One way or the other, the Iraqi Air Force significantly contributed – and financed – the further development of this type, but also influenced research and development of a number of further systems that followed in its wake – most of which eventually found their way into operational service in France. While the Mirage F.1 has attracted at least some coverage in English language publications, its acquisition and combat deployment by Iraq still remains a topic with not a few controversies. The purpose of this volume is to redress the balance and provide an in-depth insight into the acquisition process, development and equipment of custom-tailored variants made for Iraq, training of Iraqi personnel on the type, and its combat deployment during wars against Iran, 1980-1988, and against the US-led, so-called Gulf Coalition, in 1991 and afterwards. Originally envisaged and acquired as a ‘pure’ interceptor, before long the Mirage F.1 in Iraqi service proved a highly capable multi-role platform aircraft, and was widely deployed not only for ground attack but also anti-shipping purposes, as an aerial tanker, and for delivering long-range pin-point attacks. Illustrated with over 120 photographs and many colour profiles, this book provides a unique, single point of reference on camouflage, markings, and armament configurations of Mirage F.1s in Iraqi service.
Название: Couchsurfing cosmopolitanisms ISBN: 383762255X ISBN-13(EAN): 9783837622553 Издательство: Gazelle Book Services Рейтинг: Цена: 41450.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: The book provides unique insights into the culture of computer-mediated hospitality and how this has begun to transform contemporary tourism and travel practice. Focusing on Couchsurfing.org, one of the largest online hospitality communities world-wide, the authors explore how social relations, intimacy and trust are built in the online environment and then extended into the offline contexts of actual tourism and travel. Being active couchsurfers themselves, the authors scrutinise the candid claim by much of the online hospitality community that couchsurfing creates a "better world". The book is key reading for anyone interested in how computer mediated communication is changing contemporary forms of contact, travel and hospitality, and the kinds of cosmopolitism it brings into being. Authors: David Picard, Sonja Buchberger, Jennie Germann Molz, Dennis Zuev, De-Jung Chen, Bernard Scheou, Jun-E Tan, Paula Bialski and Nelson Graburn.
Автор: Perry James Название: Public Service and Good Governance for the Twenty-First Century ISBN: 0812252047 ISBN-13(EAN): 9780812252040 Издательство: Mare Nostrum (Eurospan) Рейтинг: Цена: 71060.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание:
Expert analysis of American governance challenges and recommendations for reform Two big ideas serve as the catalyst for the essays collected in this book. The first is the state of governance in the United States, which Americans variously perceive as broken, frustrating, and unresponsive. Editor James Perry observes in his Introduction that this perception is rooted in three simultaneous developments: government's failure to perform basic tasks that once were taken for granted, an accelerating pace of change that quickly makes past standards of performance antiquated, and a dearth of intellectual capital that generate the capacity to bridge the gulf between expectations and performance. The second idea hearkens back to the Progressive era, when Americans revealed themselves to be committed to better administration of their government at all levels—federal, state, and local. These two ideas—the diminishing capacity for effective governance and Americans' expectations for reform—are veering in opposite directions. Contributors to Public Service and Good Governance for the Twenty-First Century explore these central ideas by addressing such questions as: what is the state of government today? Can future disruptions of governance and public service be anticipated? What forms of government will emerge from the past and what institutions and structures will be needed to meet future challenges? And lastly, and perhaps most importantly, what knowledge, skills, and abilities will need to be fostered for tomorrow's civil servants to lead and execute effectively? Public Service and Good Governance for the Twenty-First Century offers recommendations for bending the trajectories of governance capacity and reform expectations toward convergence, including reversing the trend of administrative disinvestment, developing talent for public leadership through higher education, creating a federal civil service to meet future needs, and rebuilding bipartisanship so that the sweeping changes needed to restore good government become possible. Contributors: Sheila Bair, William W. Bradley, John J. DiIulio, Jr., Angela Evans, Francis Fukuyama, Donald F. Kettl, Ramayya Krishnan, Paul C. Light, Shelley Metzenbaum, Norman J. Ornstein, James L. Perry, Norma M. Riccucci, Paul R. Verkuil, Paul A. Volcker.
Автор: Protzman Charles, Kerpchar Joyce, Mayzell MD Mba F Название: Leveraging Lean in the Emergency Department ISBN: 1482237318 ISBN-13(EAN): 9781482237313 Издательство: Taylor&Francis Рейтинг: Цена: 63280.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: This book is part of a series of titles that are a spin-off of the Shingo Prize-winning book Leveraging Lean in Healthcare: Transforming Your Enterprise into a High Quality Patient Care Delivery System. Each book in the series focuses on a specific aspect of healthcare that has demonstrated significant process and quality improvements after a Lean implementation.Emergency departments have become notorious for long wait times and questionable quality of care. By adopting Lean manufacturing concepts, hospitals can turn the emergency department into a valuable service for the hospital and the community it serves.Leveraging Lean in the Emergency Department: Creating a Cost Effective, Standardized, High Quality, Patient-Focused Operation supplies a functional understanding of Lean emergency department processes and quality improvement techniques. It is ideal for healthcare executives, leaders, process improvement team members, and inquisitive frontline workers who want to implement and leverage Lean.Supplying detailed descriptions of Lean tools and methodologies, the book identifies powerful Lean solutions specific to the needs of the emergency department. The first section provides an overview of Lean concepts, tools, methodologies, and applications.The second section focuses on the application of Lean in the emergency department within the confines of the hospital or clinic. Presenting numerous examples, stories, case studies, and lessons learned, it examines the normal operation of each area in emergency departments and highlights the areas where typical problems occur.Next, the book walks readers through various Lean initiatives and demonstrates how Lean tools and concepts have been used to achieve lasting improvements to processes and quality of care. It also supplies actionable blueprints that readers can duplicate or modify for use in their own institutions. Illustrating leadership’s role in achieving departmental goals, this book will provide you with a well-rounded understanding of how Lean can be applied to achieve significant improvements throughout the entire continuum of care.
Автор: Urban Andrew Название: Brokering Servitude: Migration and the Politics of Domestic Labor During the Long Nineteenth Century ISBN: 0814785840 ISBN-13(EAN): 9780814785843 Издательство: Mare Nostrum (Eurospan) Рейтинг: Цена: 35110.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: The history of domestic labor markets in 19th century America From the era of Irish Famine migration to the passage of quota restrictions in the 1920s, household domestic service was the single largest employer of women in the United States, and, in California, a pivotal occupation for male Chinese immigrants. Servants of both sexes accounted for eight percent of the total labor force – about one million people. In Brokering Servitude, Andrew Urban offers a history of these domestic servants, focusing on how Irish immigrant women, Chinese immigrant men, and American-born black women navigated the domestic labor market in the nineteenth century – a market in which they were forced to grapple with powerful racial and gendered discrimination. Through vivid examples like how post-famine Irish immigrants were enlisted to work as servants in exchange for relief, this book examines how race, citizenship, and the performance of domestic labor relate to visions of American expansion. Because household service was undesirable work stigmatized as unfree, brokers were integral to steering and compelling women, men, and children into this labor. By the end of the nineteenth century, the federal government became a major broker of domestic labor through border controls, and immigration officials became important actors in dictating which workers were available for domestic labor and under what conditions they could be contracted. Drawing on a range of sources – from political cartoons to immigrant case files to novels – Brokering Servitude connects Asian immigration, European immigration, and internal, black migration. The book ultimately demonstrates the ways in which employers pitted these groups against each other in competition for not only servant positions, but also certain forms of social inclusion, offering important insights into an oft-overlooked area of American history.
Автор: Otis Eileen Название: Markets and Bodies: Women, Service Work, and the Making of Inequality in China ISBN: 0804776490 ISBN-13(EAN): 9780804776493 Издательство: Wiley EDC Рейтинг: Цена: 25150.00 T Наличие на складе: Есть у поставщика Поставка под заказ. Описание: Insulated from the dust, noise, and crowds churning outside, China's luxury hotels are staging areas for the new economic and political landscape of the country. These hotels, along with other emerging service businesses, offer an important, new source of employment for millions of workers, but also bring to light levels of inequality that surpass most developed nations. Examining how gender enables the globalization of markets and how emerging forms of service labor are changing women's social status in China, Markets and Bodies reveals the forms of social inequality produced by shifts in the economy. No longer working for the common good as defined by the socialist state, service workers are catering to the individual desires of consumers. This economic transition ultimately affords a unique opportunity to investigate the possibilities and current limits for better working conditions for the young women who are enabling the development of capitalism in China.
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