Book Description
Contemporary and well written, this book serves as a good desk reference for business professionals who need to know about information systems. Chapter topics include database management, telecommunications, electronic commerce, information system ethics, security, and more. For systems analysts or general business professionals who need to know about information systems.
Customer Reviews:
Real World Economics.......2007-05-29
This book is a MUST KEEP, it can be referenced for other MBA classes. This book is well written, explains 99% of concepts to the average person. I have used this book in several of my other MBA program courses. It is a book that should be saved, not re-sold to the campus book stores, you will see its value later on when you need it again.
Book Description
Selling Today: Creating Customer Value, one of the most popular sales information books on the market, offers readers a blend of time-proven fundamentals and new practices needed to succeed in today's information economy. It emphasizes the need for salespeople to be guided by the new principle of personal selling: establishing partnerships that are maintained by customer value, created by the salesperson. This edition stresses the need for sales professionals to cope with new forces shaping the world of sales and marketing, and emphasizes the strategies for long-term success.
It provides comprehensive coverage of consultative selling, strategic selling, partnering, and value-added selling. Sales force automation is also a major theme.
For sales and marketing professionals.
Customer Reviews:
Do not order from this seller.......2007-10-02
I received my book in a torn up package that made a mess all over my living room. Then when i pulled the book out, the contents fell out while i was still holding the cover. If I hadn't had waited so long already for the book and didn't need it so badly, I would have sent it back in a heart beat. i was very disappointed.
Customer Reviews:
Simple, to the point........2007-03-23
A lot of economics texts you will come across will be filled with a plethora of pointless information. This text gets to the point and helps you understand the basic concepts of economics. It also showcases stories at the beginning of each chapter to put the concepts in real world perspective. Its very simple, to the point with just enough graphs, tables, and real world applications to make it a fun, quick, and highly informative read.
Effective and engaging.......2002-05-18
Has a real knack for conveying complex economic concepts quickly and systematically with little effort. E.g., only a few minutes after reading the Keynesian perspective on fiscal policy I was able to graph and explain how equilibrium changes are affected by government spending. Not having an economics background I find this book remarkable!
Book Description
Understanding Today's Electricity Business presents a comprehensive 216-page overview of the U.S. electric industry. As with its gas industry companion, this book presents a straightforward and easy-to-understand look at how the industry operates - from who are the major players, to the various deregulation models, to the physical electric system, to how industry players make money and manage risk. The perfect resource book for anyone who needs to understand the "big picture" of the electric business. Like no other book on the market today!
Customer Reviews:
Very good introduction, but not deep enough.......2006-12-15
I found that the book gives very good introduction to subject - I should have bought it a year ago, when I just started working for a utility. However, I expected it to be more dense and deep, especially when dealing with rate design issues. Anyway, I would recommend the book to anyone who begins to work in the industry, since it covers a very broad range of themes and therefore helps to level field for "electricity illiterate" person (well, I certainly was!).
Dense but Good.......2006-02-14
Shively writes a good overview of the electric power industry, which is critical to our economy and environment. The book is dense, not for the general reader (who would much prefer "From Edison to Enron"), but it offers solid background for insiders wanting to understand the scope and changes associated with the power industry.
Understanding Today's Electricity Business.......2005-10-21
I work for a utility billing and CIS provider and needed a reference book to enhance my knowledge of our focus industry. This book was great, it covers all relevent topics in good depth from generation to how utilities make money under different business and regulatory models. It is surprisingly easy to read given the dryness of the topic. I highly recommend it.
Book Description
Charles Hill’s Global Business Today, 4e (GBT) has become an established text in the International Business market for its excellent but concise coverage of the key global issues including the cultural context for global business, cross-border trade and investment, the global monetary system and competition in the global environment. GBT’s concise chapters give a general introduction to international business - emphasizing the environmental factors, with less coverage of operations. Charles Hill is renowned for his attention to research trends and that is evident in Global Business Today, 4e through a variety of real world examples and cases from small, medium, and large companies throughout the world
Customer Reviews:
Global Business.......2007-09-24
Well normally I would give it a much better review but I never got my product!!!
OK Product.......2007-02-07
The product was okay. I accidentally ordered the wrong book, but it's really not that bad.
good book, I guess.......2007-02-03
I got this book cause it was cheaper to buy it from amazon than through the campus bookstore. I didn't care for content.
Deceived.......2007-01-12
The seller stated book was new. It had wear on it and the front page was cut out where the CD should have been. I was very dissappointed in the condition. It was too late to return it as class was starting.
This is the only time I was ever disappointed. Usually extremely satisfied.
Good inexpensive text for International Business.......2004-05-01
I use this as a text for an undergrad capstone course in International Business Strategy. Hill is co-author of a fine Strategic Management text, and much of the treatment in that text is evident here.
The underlying economic arguments for firm behavior in their international and global activities are well presented. I ask my students to look over the concepts presented in this text, and then apply them to HBS case studies we discuss together in class.
Compared to alternative texts on interntional/global strategy from George Yip (Global Strategy 2/E), or either of two from Bartlett and Ghoshal (Managing across Borders, 2/E, or Multinational Management), this one is more digestible for undergrads (vs. the MBA or other grad level courses these other texts appear to be targeting). It also makes a nice text for Intro to International Business undergrad courses.
If you can order the text without the CD-ROM (unless you want to assign an international business plan, of course), all the better.
For an overview of IB with grounding in the economics/strategy vein, there are few better texts. This one is also better value for the money than most out there, which your students will thank you for.
Book Description
A comprehensive overview of the natural gas industry. The book covers topics ranging from how natural gas developed and the physical system, to end users and deregulation, and the major players to market dynamics. A perfect introduction to the industry for new hires or a resource book for any level industry player.
Customer Reviews:
Simple, but effective.......2007-05-13
This book is great for a primer. It pretty much describes what happens from beginning to end in fairly simple terms. It IS pretty complete though in that it covers "midstream" transactions in greater detail than some I've seen. For someone who is not privy to what happens to their gas after it leaves the lease, this book could prove helpful in a general way. You could use this book to learn some questions to ask later. It's easy to read just a chapter a day and finish the book in a couple of weeks. The chapters are short, but informative to those not in the business themselves.
Book Description
Praise for Fixed Income Securities, Second Edition
"What distinguishes this book from many others on the subject is that Tuckman has skillfully combined intuitive rationale with mathematical analysis to give readers a clear and deep understanding of the market. Tuckman has written a comprehensive reference book that should be found on the desks of both seasoned practitioners and novices alike." -Gerald Lucas, Senior Government Strategist, Director, Global Securities Research, Merrill Lynch
"This outstanding book offers a well-written and clear tutorial for many of the cutting-edge analytical techniques and models used in practice. Combines a wealth of institutional knowledge, practical tools, and realistic examples, while giving a clear understanding of the underlying theory." -Francis Longstaff, Professor of Finance, The Anderson School at UCLA
"An excellent reference for anyone intending to bridge the gap between financial mathematics theory and the practice of financial markets." -Marek Musiela, BNP Paribas
"This is an extremely readable book with a balance between technical detail and practical application. Unlike other books in the area, thorough and tightly knit chapters reflect Tuckmans unique background as a well-respected academic and market participant." -Tony D. Kao, Managing Director, Global Fixed Income GM Asset Management
Customer Reviews:
GREATEST BOOKSHOP.......2007-09-22
ITS VERY GOOD BOOKSHOP, BUT WHY BOOKS DELAYED I DONJ NOT RECIVED IT UNTILL NOW. YOU HAVE WOREST SHIPPED SERVICE
A must have for anyone in fixed-income capital markets.......2007-07-04
I have the 2nd edition and have found it to be ridiculously comprehensive. The text is well-written and organized (I find it better than the Fabozzi texts which usually have many different people contributing, therefore naturally being less fluid and organized). This is by far one of the best fixed-income books available right now--period.
The text is pretty heavy on quant material, however, it's written from a practitioner's perspective so I've found it to be very helpful at work.
read this before going for it.......2007-04-24
This book gives basics of fixed income securities in a very intuitive way. It first explains building blocks for fixed income securities. I have studied these topics in pricing and finance theory, and then I bought this book. I couldn't imagine a better explanation in such a clear way for fixed income securities. I suggest this book to everybody who wants to understand the fixed income securities. I think it helps anybody who is interested in quantitative modeling fixed income securities and who is interested in trading such securities.
It first gives the basic background, the relative pricing of fixed income securities and fixed cash flows. It then explains the price sensitivity and hedging. The author has given a good explanation for term structure models. The last part of the book is dedicated to some securities: repo, forward contracts, interest rate swaps, eurodollar and fed funds, fixed income options, mortgage-backed securities and note and bond futures.
Just want to mention a mistake of the book.......2007-04-01
On page 116, formula 6.1, the price formula for a bond is actually for a semiannual coupon bond, not as stated on the book, for annual coupon bond.
As a consequence, the dv01, duration and convexity formula it states are for semiannual coupon bonds as well.
I think both Tuckman and Fabozzi's books have their own pros and cons. Tuckman's book touchs more on the trading, which is interesting. Although it could be less rigorous in terms of treating the formulas. I own both books.
Amazing Fixed income textbook.......2007-03-10
After reading stochastic calculus for finance II by Shreve, another great textbook, I felt I needed another textbook more focused toward applications rather than theory. The book will probably not turn you into a fixed income guru but it will certainly give you most if not all the tools you need to become a guru. For physicists, engineers and mathematicians looking for a career in quantitative finance, this textbook is a must read. Read this book if you want a career in the fixed income market. Throughout the book, you will find useful trading cases which, in my opinion, put you right into the trading floor minus the stress of course. Dr Tuckman also provided simple and well thought exercises which help reinforce your understanding of the material.
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.
Books:
- Intellectual Trespassing as a Way of Life
- Investing with Your Conscience: How to Achieve High Returns Using Socially Responsible Investing
- Issues and Ethics in the Helping Professions
- Issues and Ethics in the Helping Professions
- Law, Business, and Society
- Law, Business, and Society
- Leadership, Ethics and Policing: Challenges for the 21st Century
- Lean Thinking : Banish Waste and Create Wealth in Your Corporation, Revised and Updated
- Managers and the Legal Environment: Strategies for the 21st Century
- Marketing Management (12th Edition) (Marketing Management)
Books Index
Books Home
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General
| Business & Investing
| Subjects
| Books
Marketing: An Introduction, 7th Edition
Logistics & Supply Chain Management: creating value-adding networks (3rd Edition) (Financial Times Series)
Exploring Microsoft Access 2003 Comprehensive (The Exploring Office Series)
Fundamentals of Financial Management (12th Edition) (Fundamentals of Financial Management)
Microsoft Office Access 2003 Step by Step
