Book Description
Market-defining since it was first introduced,
International Business 6e by Charles W. L. Hill, continues to set the standard for international business textbooks. In writing the book, Charles Hill draws on his experience in teaching, writing, and global consulting to create the most thorough, up-to-date, and thought-provoking text on the market. Because many issues in international business are complex, the text explores the pros and cons of economic theories, government policies, business strategies, organizational structures, etc. Hill’s: International Business is known for its strong emphasis on strategy, and for maintaining a tight integrated flow between chapters. Hill’s book is practical in nature, focusing on the managerial implications of each topic on the actual practice of international business. The author’s passion and enthusiasm for the international business arena is apparent on every page as he strives to make important theories interesting, informative, and accessible to all students.
Customer Reviews:
Hill's International Business.......2007-09-27
Great book for my MBA course in International Business. It is well organized, full of clearly defined principles, and loaded with case studies.
Don't waste your money.......2007-06-28
I think that these reviews are for the textbook and not for this "outline." This product is nothing but a glossary and binder paper. It isn't worth half the price. I'm very, very disappointed. Most of the definitions are repeated in other chapters and it gives definitions for words like "Disney," and "Accounting." This thing is completely useless to me.
Culture, Economics, Stategy, and Corportate Functions.......2007-05-17
I've used previous editions of this text in my international business course, and have decided to adopt this one as well. The text does a great job of hitting every topic that international business people/corporations need to know. The text covers country differences, economics, strategy, and corporate functions.
Another Amazon review incorrectly suggested that the author of this text is biased politically and in favor of larger firms. If the author intended to introduce a political bias in the text he certainly could have done it with the cases, but it is clear from reading such cases as the Kellogg Brown & Root case on page 190 that the author has no particular axe to grind. It is, in short, simply impossible to guess the author's political orientation.
The book also has no bias in favor of larger firms. The business school in which I teach is (in fact) oriented towards entrepreneurship and smaller firms. The text was selected, in part, because the information imparted would be just as valuable to small firms as it would be to the large. The author specifically addresses the topic of "mini-multinationals" as well as topics that would be of interest primarily to smaller firms.
smooth transaction, exact product, nice&easy supplier.......2007-05-14
exact product at an affordable price w a smooth transaction
Bias written into text.......2007-05-13
If you don't mind your information being written from the Western, pro Big-Business, capitalist view, the bias conveyed throughout the text won't be a problem. But if you are looking for something objective, something to fairly present the concepts associated with globalization, search elsewhere.
In the first two chapters alone, several instances of bias are written into the text. For example, in the first chapter, protesters of the WTO are referred to as "anarchists" and in the second chapter the difference between communists and social democrats is claimed to be that communists use violence in their revolutions. This is clearly not the case. While historically this may be true of the revolts, this is not even close to the fundamental difference between the two groups. For the first example, it can be seen that thousands of people gather to protest the WTO and it is certain that a select few, if any, consider themselves anarchists.
It is clear where the author stands!
Book Description
PowerShell replaces cobbled-together assemblies of third-party management tools with an elegant programming language and a powerful scripting shell for the Windows environment. In the tradition of Manning's ground breaking "In Action" series, this book comes from right from the source. Written by Bruce Payette, one of principal creators of PowerShell, Windows PowerShell in Action shows you how to build scripts and utilities to automate system tasks or create powerful system management tools to handle the day-to-day tasks that drive a Windows administrator's life. Because it's based on the .NET platform, PowerShell is also a powerful tool for developers and power users.
Windows PowerShell in Action was written by Bruce Payette, one of the founding members of the Windows PowerShell team, co-designer of the PowerShell language and the principal author of the PowerShell language implementation. The book enables you to get the most out of the PowerShell environment. Using many examples, both small and large, this book illustrates the features of the language and environment and shows how to compose those features into solutions, quickly and effectively.
This book is designed for anyone who wants to learn PowerShell and use it well. Rather than simply being a book of recipes to read and apply, this book gives you the deep knowledge about how PowerShell works and how to apply it.
Customer Reviews:
Geeked Out on Powershell.......2007-08-06
As a both a Windows and Linux system administrator, this book overall made me frustrated initially, as I really don't want to delve into the introspective nature of compiler design miracles, but rather have a practical book on applying PowerShell. Nevertheless, once I sat down and reviewed key chapters, I was able to learn how to better utilize Powershell and apply it to some chores relating to the nature of system administration.
One of the things I high agree with another reviewer is that the book does indeed delve too much into the "gears and cogs" of Powershell, and many times too much. Sometimes we delve into how behind the scenes, the language takes measures to behave like any other language or shell, and we're scratching our heads, why did I have to understand what I always knew to work and behave. Good example is page 62 on string expansion, where once something is assigned is doesn't changed when accessed. Like that's how everything is suppose to work. Though, then he mentions how to override the behavior, but never drops any code examples for that side note.
Though this book seems more oriented to software developers, rather than system administrators, I would still recommend this book, as you can become really well versed in the Powershell and understand its advantages as it relates to the .NET platform on the recent Windows OSes.
Clearly a Winner.......2007-08-06
Not only does this teach you powershell, it answers all kinds of questions about why Powershell is the way it is, and why certain decisions were made. Ever want to know why we use -eq instead of == ? The answer is in here. This books simply rocks. This book not only shows you how to use Powershell, it teaches you Powershell works, from the inside out. Completely worthwhile. I would highly suggest reading it multiple times, as you learn more and more each time through.
PAGE 205 ... PAGE 205.......2007-07-28
This book gives you the goods and helps you become very productive very fast. As a service ... I'm pointing out that PowerShell is installed in a somewhat crippled state which allows for interactive scripting only. You know, security, security, security.
Most of us, of course want to put the script into a file and execute it and this won't work until you set an 'execution policy'. This information can be found starting on page 205 and further directions on page 451.
Just thought you'd like to know.
Besides that a very good book that stands on it's own. If you've been around the programming track a couple of times you won't need the 'for the absolute beginner' book ... this one will do the trick!
I wish all technical books were written this well.
Don't Make This Your First Purchase.......2007-07-09
Consider this book the Definitive Reference for PowerShell. Written by one of the designers of the PowerShell environment, the author knows all the ins and outs, back-alleys, hidden rooms, and secret handshakes the language offers - and isn't afraid to grab you by the hand and drag you along (like it or not!) for the tour of your life.
Therein, however, is the reason I can't recommend this as your first PowerShell book. The book is very logically planned out, the information very well presented in relatively easy to understand language, there is an abundance of script snippets to demonstrate what is being talked about, and the writing style itself is entertaining to read. But the author knows too much on the subject, and like any proud parent, often "too much information" is given, delving too deep into the gears and cogs of PowerShell and the underlying .NET framework for the (often basic) building block component, which might overwhelm the new PowerShell user, especially if the user does not have programming, let alone scripting, experience.
So although I say don't make this your first purchase, make it your second - and probably your last. Start with an "Introduction" style book (like Microsoft Windows Powershell Programming for the Absolute Beginner) to get used to the complex environment (even if you've only had VBS/JS experience), get comfortable with the basics of the shell, then move up to this title. You'll soon find out that every aspect you thought you knew has much more to the story than you thought, and you'll walk away from this read able to do just about everything you want.
Everything you ever wanted to know about PowerShell.......2007-05-12
I don't ever remember reading a computer book from cover to cover, but I got hooked on this book and "can't put it down"... Plus, who ever thought that the history of a program could be as interesting as this one is. After all, the book begins by asking "why another shell language?" By the time you are into a few chapters you realize the question should have been "what took you so long?"
The book is peppered with valuable code examples that show off everything from the basics to the most advanced concepts, and the examples are built incrementally so you can see how and why every character in a command line works. Since PowerShell is object oriented, you easily learn why this is important, and how to extract the power of an OO shell.
I've already put PowerShell to work at the office using it for WMI, Active Directory, and file management tasks and have incorporated it into my AutoIT scripts as well. This book was a great help in getting me up to speed as fast as I have.
Customer Reviews:
Great Book!.......2007-09-21
This is a great book if you are trying to set up centers in your classroom. I really like these literacy stations, because these stations can last the whole year. You don't have to keep changing them! There are so so many activities your students can do at each station. The sections about differentation were very helpful.
Literacy Work Stations: Making Centers Work.......2007-08-13
This book was packed with wonderful ideas to get a teacher started with learning stations.
Powerful Centers.......2007-06-27
Alright, you want to differentiate your classroom instruction that really get kids involved. This powerful book will help any primary school teacher find their way with confidence in deciding which centers are most valuable, setting them up, and keeping them going. Debbie Diller is a master teacher who knows her stuff!
literacy workstations making centers work.......2007-06-08
If you need help setting up work stations or if you are in need of fresh ideas, this is the book for you. Great photos and very easy to read. I highly recommend this book.
Literacy Work Stations: Making Centers Work.......2007-04-01
This book is an awesome resource. I can't wait to get started.
Book Description
Bateman and Snell have consistently discussed and explained the traditional, functional approach to management through planning (delivering strategic value), organizing (building a dynamic organization), leading (mobilizing people), and controlling (learning and changing). Management: Leading & Collaborating in a Competitive World retains its series of "firsts": first to have a chapter on diversity, first to devote a section to the natural environment, and first to relate a "bricks and clicks" theme to explain the challenges of managing in a New Economy. This new edition is no exception with an emphasis on leadership and collaboration as a means to success.
To survive competition and thrive in today’s world, you must perform in ways that give you an edge over your competitors. Four essential performance dimensions- cost, quality, speed, and innovation -when well done, deliver value to the customer and competitive advantage to students and their employers. In the new Seventh Edition of
By reinforcing these new business practices in context with the functional approaches, the authors deliver a unique theme among all principles of management texts- how to manage, lead, and collaborate in ways that deliver results.
Customer Reviews:
Informative and Academically Friendly.......2007-10-22
This textbook is one of the easier ones to read. The information flows easily and maintains your attention, without getting you lost in a lot of details. It is easy to follow the text from one thought to the next and is making it realitively easy to keep up with a heavy reading load for my management course.
The text also offers great end of chapter reviews and exercises for helping the information be relative and applicable to work environments. Highly recommend the text to anyone taking a management course or looking for a basic understanding of management practices.
Management: Leading & Collaborating in the Competitive World .......2006-11-16
Excellent book i had no problems with this order
Book Description
This new 7th Edition of
New Venture Creation: Entrepreneurship for the 21st Century, is the most heavily revised edition since its existence, yet it still maintains the market defining "Timmons Model of the Entrepreneurial Process." As always, Timmons & Spinelli cover the process of getting a new venture started, growing the venture, and successfully harvesting it. Through text, case studies, and hands-on exercises, this how-to text guides students in discovering the concepts of entrepreneurship and the competencies, skills, tools, and experience to equip students to successfully launch a new venture and recognize entrepreneurial opportunities. The authors recognize that there is no substitute for actually starting a company, but believe that it is possible to expose students to many of the vital issues and immerse them in key learning experiences.
Customer Reviews:
Textbook Use.......2007-07-08
The UTSI New Venture Formation course uses this as the main text. The book is chock full of information.
The idea of the Online Learning center is a great one, but there could be a lot more resources added. Currently, you are allowed to read the chapter summary & see typical questions for each chapter online. There are also several links to articles relating to the topic. The links are fairly old, however.
Book Description
Based on the Natural Approach, Dos mundos stresses the use of engaging activities and interesting readings in a natural and spontaneous classroom atmosphere. In this comprehension-based approach to learning language, the development of communicative language skills is the central goal, with formal grammar presentation and grammar practice at the service of communication. The text is designed so that class time can be devoted to exposing students to Spanish through creative activities and readings, allowing grammar explanations and exercises to be studied outside the classroom.
Customer Reviews:
A good book that did the job.......2007-05-23
I needed this book for my spanish class and it provided me with the step by step instruction I needed.
Best text on the market for Spanish Instruction.......2006-09-24
I teach college Spanish and I love this text. It is thoughtfully constructed and provides numerous activities for communication in the target language. Dos mundos also provides very useful ideas for instructors. The pages are colorful and the content engaging. My students love all the activities I use from this text. I wish more Spanish instructors would embrace the methodology presented in Dos mundos. My level one Spanish students actually speak Spanish (albeit low-level Spanish). I don't know if I would recommend this text for independent study, however. I believe it would be most effective if used in conjunction with a dynamic instructor. I do agree that the authors should include a separate English-Spanish dictionary section. I also find the video segments to be very poor (and why are they exactly the same as the ones for Puntos de partida when they both have such different approaches to language acquisition?)
pretty good.......2006-02-25
this is not a bad spanish book. i don't know if i would say it is great. lots of group activities that are helpful, but they are pretty simple and repetitive. they need to be a little more thoughtful and put in lots of DIFFERENT activities. one last, quite frustrating thing, there is only a spanish-english dictionary in the back. extremely irritating because this is a spanish 1-2 book, and anytime you want to look up a word, you'll need to consult another dictionary.
Customer Reviews:
Very insightful!.......2007-07-09
This book gives great insight into what makes a great association remarkable and gives comparisons for those that are good, but not remarkable. If associations use this information correctly, they should be able to make drastic improvements in their processes. This book is an easy read and has invaluable information.
Business Analysis to your Nonprofit.......2007-02-09
Let's start with answering the first question that you have when you look at the title. The 7 Measures of Success are:
Category 1 - Commitment to Purpose
1. A Customer Service Culture
2. Alignment of Products and Services with Mission
Category 2 - Commitment to Analysis and Feedback
3. Data-Driven Strategies
4. Dialogue and Engagement
5. CEO as a Broker of Ideas
Category 3 - Commitment to Action
6. Organizational Adaptability
7. Alliance Building
The second question is "Why do the organizations profiled here matter or relate to my organization?" To be eligible for the study, the association needed to have:
1. Been in operation for at least 20 years
2. Finished more years in the black than in the red
3. Exhibited the ability to retain members, donors, or market share during the study period
4. Had more than one CEO during the study period.
The final study group consisted of: AARP, American College of Cardiology, American Dental Association, Associated General Contractors of America, Girl Scouts of the USA, National Association of Counties, Ohio Society of Certified Public Accountants, Radiology Society of North America, and Society for Human Resource Management.
Further, nine strong organizations were chosen to match the above listed nine for the analysis. These 18 pairs used the following 11 variables to identify differences:
1. Vision (core values, mission, purpose, goals)
2. Markets, Competitors, and the Environment
3. Organizational Arrangements (structures, policies, systems)
4. Use of Technology
5. Business Strategy
6. Products and Services
7. Leadership (staff, elected)
8. Community and Culture
9. Financial Health
10. Physical Setting and Location
11. Public Policy
After the analysis was completed, the "remarkable" associations excelled in the previously listed 7 measures. To further discuss those 7:
1. A Customer Service Culture - "we're here to serve you" approach
2. Alignment of Products and Services with Mission - mission is central and the products align
3. Data-Driven Strategies - gather, analyze and use data to drive change
4. Dialogue and Engagement - staff and volunteers engage on association's direction and priorities
5. CEO as a Broker of Ideas - facilitates visionary thinking throughout the association
6. Organizational Adaptability - be willing to change and NOT to change
7. Alliance Building - seek complimentary partners and projects
Next the three categories each have a chapters devoted to fleshing out their concepts:
Category 1 - Commitment to Purpose
1. A Customer Service Culture - Remarkable associations build their structures, processes, and interactions - their entire culture - around assessing and fulfilling members' needs and expectations.
2. Alignment of Products and Services with Mission - To find the right mix of products and services that align with their missions, remarkable associations willingly engage in experimentation. They doggedly protect their core purpose and related activities while investigating new initiatives. What's more, they fully expect many of their efforts to fall flat.
Category 2 - Commitment to Analysis and Feedback
3. Data-Driven Strategies - They continually track member needs and issues as well as the wider environment, then collectively analyze the data to reach a shared understanding through asking, "What do we now know? What are we going to do about it?" These associations then incorporate the findings into their strategic and operational planning. But the data collection doesn't stop there. It continues through another methodical, disciplined cycle of gathering, analyzing, and making changes because of what was learned.
4. Dialogue and Engagement - This is characterized by a close-knit, consistent culture where all association staff and volunteers not only receive the same script, in the form of the same information, but also see the potential to contribute to a blockbuster production.
5. CEO as a Broker of Ideas - To CEOs of remarkable associations, what matters is not their vision for the association but rather the members' vision. The CEO role rests with gathering consensus around a member-generated vision rather than forcing buy-in into a personal vision.
Category 3 - Commitment to Action
6. Organizational Adaptability - Remarkable associations - in the face of markedly declining membership or program revenue - quickly assessed the situation and took immediate action with no excuses.
7. Alliance Building - Secure in who they are and what they bring to an alliance, remarkable associations communicate clear expectations for each specific partnership and do not hesitate to walk away if a win-win situation does not materialize - they also are the first to admit that they cannot do everything on their own.
The bottom line was addressed in the seventh chapter - fitting with the motif of 7 measures - With a list of conventional beliefs NOT supported:
1. The smaller the board, the better - not found to be true, in fact one association added members.
2. Board members should be selected via a democratic process. - transparency not democracy was key.
3. The CEO should be an association professional and come from outside the organization and its membership. - Only three of the nine remarkable associations followed this tenant.
4. Proactive change is better. - The response to the change from the membership is more important that pro or reactive.
5. Reserves should equal 50 percent of annual expenses. - Nonprofit is a tax status NOT a mental state.
Finally, these are the keys to the "Road to Remarkable":
1. Members and mission are at the heart of remarkable associations - and members value is the blood that keeps the heart pumping.
2. Remarkable associations differ.
3. All organizations must deal with setbacks, failures, and crises, but not all of them learn from these events.
The remainder of the book consists of interesting anecdotes about the remarkable companies and appendices of background information.
A Must Read for Association Professionals.......2006-10-06
7 Measures of Success: What Remarkable Associations Do That Others Don't follows the matched-pair research techniques used in the Jim Collin's book Good to Great and applies this methodology to associations. Over several years, a team of association professionals undertook extensive research and on site visits examining the differences between the study group and comparison associations. With Jim Collin's mentorship, they defined seven key elements that characterize the most successful associations. These measures are: a customer service culture, alignment of products and services with mission, data-driven strategies, dialogue and engagement, CEO as a broker of ideas, organizational adaptability, and alliance building. The book is a quick read, but should be foundational for all interested in association management.
Book Description
Provides analysis of 650 jobs, based on 20 years of research using the McClelland/McBer job competence assessment (JCA) methodology. Includes generic job models for entrepreneurs, technical professionals, salespeople, service workers and corporate managers. Defines JCA and describes in detail how to conduct JCA studies. Suggests future directions and uses for competency research.
Customer Reviews:
Essential & Exceptional.......2003-10-21
The phrase "essential reading" is a cliché, however, this is truly essential reading for anyone seeking to understand competencies.
Not bed-time time reading; this is a technical book for HR professionals. Detailed and lucid (although the neophyte may prefer to start with something a little lighter, eg some emotional intelligence work by Goleman).
A good index and bibliography.
Required reading to become a true competency expert.......2002-12-07
I have studied and used dozens of books on the topic of competencies, and many are useful, but this is the one I return to most often. My copy of this book is ragged, dog-eared, coffee-stained, and marked by many colored tabs for quick reference. Competence at Work changed my approach to human resources, and I actually earned some national honors and recognition for innovations in assessment and workforce planning by using it as a guide. It yields an effective understanding of competencies and how to apply them in processes such as recruiting, selection, development, performance management, succession, and workforce planning.
Some insights and tools in the book are particularly valuable:
Criterion sampling:
Compare high performers to average performers in order to understand how each performance group achieves their different levels of success.
Operant measures:
Measure how people operate in the real world as opposed to how they respond to a list of multiple-choice items. It describes Behavioral Event Interviewing (BEI) as the preferred approach, but you might have to access other sources for a complete understanding of the BEI.
Competency definitions and scales:
These alone are worth the price of the book. Based on behaviors that are empirically related to performance in a wide variety of jobs, they provide a quick-start to comparing performance groups and developing competency models, and they provide a framework for both assessing and developing competencies in people.
The principles and methods outlined in this book allow one to construct and apply competency models and human resource practices that get results. If I could have only one book on human resources, it would be this one! If I could have only three, the other two would also be by Spencer: Reengineering Human Resources and Calculating Human Resource Costs and Benefits.
Good competence guideline.......2002-09-17
This book present the components of the job competence assessment approach,including the competency dictionary, which lists, defines, and provides scoring criteria that can help you predict superior performance for most jobs,It's provided to step by step guidelines on how to use the dictionary in all types of
job.
You will understand what is competence from this book!I strongly recommendation!
Was this review helpful to you?
An Essential Primer on Competence.......2000-08-04
Lyle Spencer has written a book that is lucid, well-organized, and a concise reference on human competence. If this was history, you would know that he had been there and had not merely interviewed those who were. This is so because his work is informed by original research. Spencer begins the presentation within a framework of competence that is criterion-referenced. The competence dictionary is organized around competency clusters that are well-defined and behaviorally anchored. But theory is not left to wrestle with the reader's experience. Spencer provides the practioner with a guide that takes the user through all steps in the conduct of a competency study. Spencer closes with a set of generic competency models that the practioner can tailor to his or her client before drawing the reader's attention to the variety of applications that study data may serve. Though a bit pricey, you can purchase it with the knowledge that it will stand up well as your single source of reference.
This book changed how I do my job as a trainer........1998-09-30
This book gives a comprehensive competency dictionary using behaviorally anchored rating scales for each competency. It also gives step by step guidelines on how to use the dictionary in all types of HR decision making. It is clearly written and is based on years of extensive research. Using this book eliminates the need to use expensive and dependency creating consulting services. Every HR professional should have it on their shelf. Moreover, as a training professional, if I had to choose 2 books to have on my bookshelf, I would choose this book and Performance Consulting by Dana Gaines Robinson.
Book Description
This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center. The book combines theory with practical advice and is filled with over 100 charts and graphs, several case studies and an extensive glossary and index.
Customer Reviews:
Unbelievably good.......2007-01-12
It's hard to explain just how good this book is, but I'm going to try.
When I first ran across this book (late '90s), I had no prior call center analytic experience, but used this book to save my company over $4 million a year. It explains the basics of call center management, analytics & behavior so simply and effectively that you are likely to make huge value changes just by implementing those basics.
If you are already a call center whiz, and your company's call center are running smoothly with excellent customer service levels, there is still value here, but it's modest.
If your company is NOT doing its blocking and tackling, with repsect to its call centers, then this is a gold mine.
It literally is the highest ROI book I have ever purchased in terms of time and money.
Wow! So This is How Call Centers Work!.......2002-08-22
I've generally been an IT Director and Project Manager, so I read this book to get a better idea of my customers' needs. I was pretty excited to discover that there's at least one good summary of what call centers do and how they do it. For my own sake--and perhaps yours--here's my summary of Brad and Julia's summary:
1. Incoming call center management is the art of having the right number of skilled people and supporting resources in place at the right times to handle an accurately forecasted workload, at service level and with quality.
2. Though average call load may be predictable, calls arrive randomly--which means that they often bunch up.
3. A service level is defined as "X percent of calls answered in Y seconds", not as "X percent answered" or "Average Speed of Answer". (The ASA is skewed by the bad times when calls bunch up.) Abandonment rates matter, too, but fixing abandonment problems usually means fixing service levels.
4. Service level and quality don't conflict. If you try to fix service level with poor quality, it comes back to bite you with more calls and demoralized reps.
5. A good forecasted call load--including talk time, after-call work, and volume--is critical for budgeting people and circuits. Often, a good forecast should predict load by the half hour, using previous data, knowledge of upcoming plans, and good judgment.
6. To determine staffing needs, use a variation of the Erlang C formula. Its input is the number of reps, number of callers forecasted, and the time to serve each caller; its output is a prediction of waiting time. (Even better, add an input for response time, and you'll get the percentage who'll wait longer than that!) If agents have different skills, you'll need forecasts and calculations for each set of agents.
7. More staff, less waiting, fewer phone lines for people on hold. Less staff, more waiting, more phone lines. Formulas exist for phone lines, too.
8. Not everyone scheduled is always working on customer service. Schedule accordingly. Be clever about work schedules to get the right number working at the right time. Service level results tell you whether you got it right.
9. If you have too few reps on duty, queues get long (service level goes down), more circuits are needed, and customers get frustrated, sometimes abandoning the call. If you have too many reps on duty, you spend too much paying for them to wait.
10. Give senior managers good reports, but make sure they understand the points above.
11. Monitor the number of calls in the queue and the longest current wait. Service level and other metrics tell more about the past than the present. Be ready with plans for unexpected load (reassigning, rerouting, delay announcements, busy signals).
12. There are lots of tools and graphs to measure aspects of quality. Use them to identify root causes, not beat your employees. Reps should adhere to schedules, and do good work. Use monitoring capabilities to coach. Measuring based on "calls per hour" is unreliable, and invites cheating.
13. Customers are getting more demanding, automated systems are taking the easy calls, so reps have to be better trained and more skilled.
14. Create a good environment that uses technology well.
The book was written in 1997, and I don't know whether it's been updated. The authors have some commentary about email-based, web-based, and CTI-based systems, but the next edition might want to say more about the similarities and differences between those and the traditional call center.
Overall, I'm happy to understand more about the math and science behind this discipline. As another reviewer commented, it's clear that IT Help Desks have something to learn from the Call Center experience.
Call Center Management ~On Fast Forward.......2002-08-07
We were in the process of re-organizing our call center and based on the excellent reviews that I read, I choose this book. Well, the reviews were right. This book is excellent. It is very well written and explains all aspects of organizing and analyzing a Call Center. We have ordered a total of 6 copies and they are being utilized by the V.P. of Operations, Operations Manager, IT dept, and the Customer Service Dept.
Comprehensive handbook for management.......2002-07-10
The perfect book for the people that are managing the call centers. Especially when call center is just a part of your responsibility and you need a comprehensive and ehhaustive in-depth description of call center activities. Great book. Good for both excecutives to understand what the call center managers are doing (even in terms of languages they speak, very usefull, if you are not able to undestand sometimes the cc managers you need the book) and call centers managers in order to understand how to present their work to the executives.
Excellent book to get started and graduate yourself.......2002-06-03
This is excellent book to get started on concepts, key metrics in call center. I really liked the writting style and the way author has explained different concepts. I had no background in call center and I could comprehend almost all the concepts in this book.
I would recommend this book to any one who wants to know concepts, metrics and KPI within a call center environment.
Book Description
Here's your guide through the basics of programming, designing, and planning many types of recreational facilities.
- Including golf and country clubhouses; tennis, aquatic, skiing, and equestrian support facilities; and spas and fitness centers.
- Tackle the practical challenges architects, engineers, and consultants face in creating attractive and financially viable leisure facilities.
Order your copy today!
Customer Reviews:
"Building Type Basics for Recreational Facilities" .......2005-06-09
"Building Type Basics for Recreational Facilities" is an essential guide for anyone contemplating the design and construction of recreation facilities, be they owner, developer or architect. Although, as stated in Stephen Kliment's excellent preface, it is "not a coffee table book", it does have a section containing 26 color plates of some of the more interesting projects.
It is a utilitarian book --- an architect's contemporary "Graphic Standards" for recreation facilities. It makes easier the programming and planning of every conceivable type of recreation project, plus some this reviewer had never heard of! The majority of projects are complete with sketches, floor plans and photographs. There are numerous charts and design standards. Every area of concern is covered from basic programming through design, engineering systems, interiors, operation and maintenance to costing/financing and sustainability issues.
"Building Type Basics for Recreational Facilities" is a well designed book, with text that spells out clearly and simply guidelines for the design of a myriad of recreational project types ---a vital tool for the experienced and as well first time owner, developer and architect.
Books:
- International Business with Online Learning Center access card
- International Marketing (Mcgraw Hill/Irwin Series in Marketing)
- It's Your Ship: Management Techniques from the Best Damn Ship in the Navy
- Joe DiMaggio : The Hero's Life
- Joe Louis vs. Rocky Marciano
- Journey to the High Southwest, 7th: A Traveler's Guide to Santa Fe and the Four Corners of Arizona, Colorado, New Mexico, and Utah
- Luckiest Man: The Life and Death of Lou Gehrig
- Major League Baseball Players of 1916: A Biographical Dictionary
- Making Indian Bows and Arrows, The Old Way
- Marked
Books Index
Books Home
Recommended Books
- The Asian Energy Factor: Myths and Dilemmas of Energy, Security and the Pacific Future
- History: Fiction or Science
- 2003 Missouri Manufacturers Register
- Choice Words: How Our Language Affects Children's Learning
- History: Fiction or Science
- I Never Saw Another Butterfly
- Cold Summer Wind
- Tourism Partnerships in Asia
- Advances in Portfolio Construction and Implementation
- Getting What She Wants: Ellora's Cave
General
| Business & Investing
| Subjects
| Books
International Marketing (Mcgraw Hill/Irwin Series in Marketing)
Financial Management: Theory and Practice with Thomson ONE
Cultural Dimension of International Business, The (5th Edition)
Marketing Management (12th Edition) (Marketing Management)
The Lexus and the Olive Tree: Understanding Globalization
