This book presents latest research on the evolution of consumer services, as these services continue to become a larger part of the economy in the world. Four core focal points lead the central message of the book: first, theconvergence of back and front offices; second, placing the client as a fundamental input of services production and delivery process, and 'industrializing'thecustomers'roletocombineefficiencyand experience; third, the constitution and role of inputs necessary for the configuration, production and delivery of the service, with the crucial roleof 'operationalizing' thecustomers' experience; and fourth, the adoption of new technologies and the appropriate transfer of manufacturing managerial practices through service industrialization.

This is a special volume of articlesbased on solid research and analysis, including conceptualization of the important issues, as well as recommendations for managers. It presents case histories and managerial practices in some key sectors, such as financial services, health care, tourism/hospitality, entertainment and media, online services and home and personal services

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Sustainable Self-Governance in Businesses and Society offers a sound introduction to Stafford Beer's Viable System Model (VSM) and clarifies its relevance to support organisational sustainability and self-governance. While the VSM has been known since the early 1980s, it hasn't been always easy to understand and to apply. It explains the self-transformation methodology to analyse the way organisations manage (or not) their complexity and govern themselves. The work is supported by multiple examples of application in organisations of all scales - from small to multi-national corporations and from organised social networks to communities and national organisations. It clarifies the relevance of Beer's theory to support systemic learning and change in organisations, and to coach them to self-organise and self-govern. Readers interested in further understanding insights from complex systems and cybernetics theories for designing and transforming organisations will benefit from this book, as it works to offer very detailed insights on how to put the VSM theory into practice. It clarifies how it improves adaptive capabilities, agile and self-regulated structures, more capable of fully implementing corporate sustainability strategies and self-governing themselves. The chapters provide key reading for managers, consultants, practitioners, and post-graduate students working in organisational transformation, governance, and sustainability.

Written in a novel format, this book addresses the challenge of changing a "sick" culture. Some organizations wake up one day and realize they have become something they never intended. Their employees run scared. There is no innovation, only blind obedience. There are warlords within the ranks of management, and they fight over turf without considering the best interests of customers, their employees, or their organization as a whole. At the Charleston, SC, branch of Copper-Bottom Insurance, the wakeup call comes when an employee files a lawsuit against the company and its leaders. The Charleston division Vice President, Jack Simmons, is put on probation and given an ultimatum: "Change the culture!" Jack understands the "or be fired" implication all too well. He scrambles to find help and runs into an old friend, Don Spears, from Friedman Electronics. With Don's help, Jack begins the journey that will heal his organization. In the course of their first visit, Don and his Director of Continuous Improvement, Tim Stark, help Jack to make an important discovery: Copper-Bottom's executives are not showing their people respect. Don and Tim point to the following observations as proof. Copper-Bottom leaders are Using top-down, "command-and-control" leadership behaviors rather than recognizing their people as Subject Matter Experts and listening to them Issuing instructions to their people rather than observing then improving performance through coaching Keeping employees in the dark as to the impact their work has on the organization's mission Unaware of the obstacles in their people's paths; hence, never using the authority of their positions to remove those obstacles Staying in their offices, aloof to the difficulties their subordinates face As Don and Tim see it, Copper-Bottom's problems stem from the way its leaders lead. After the executive who precipitated the lawsuit is let go, the Friedman team begins the process of teaching Copper-Bottom's executives that a healthy culture begins at the leadership level. Don, Friedman's General Manager, states that cultures change when their leaders change. In short, leaders need to initiate the changes in the culture by first demonstrating the desired behavior. So begins the process of reeducating Copper-Bottom's leaders in the difference between managing and leading. In short order, Tim begins to work with Jack's leadership team while Don takes Jack to Friedman's Oakland facility. There Jack learns To first concentrate on surrounding himself with the right people The importance of top-down metrics to which leaders first hold themselves accountable Cascading their metrics (KPIs) down through their organization and using a dialog about them as a way of developing relationships of respect Although a long way from complete, by the end of Jack's six-month probation, Copper-Bottom has made significant strides and is well on its way to changing its culture. Jack will learn that he is not the only one to appreciate the new developments.

-- Only book written addressing the role of a Lean CFO. -- Explains how a Lean Management System integrated with a Lean Business Strategy drives financial success. -- In clear concise terms explains how & why Lean makes money for companies. -- Gives readers the logical reasons why a Lean Management System must replace a Management Accounting System. -- Answers the question "why do we need a Lean Management System?"

Typically entrenched and systemic, healthcare problems require the sort of comprehensive solutions that can only be addressed by a change in culture and a shift in thinking. Organizations around the world are using Lean to redesign care and improve processes in a way that achieves and sustains meaningful results for patients, staff, physicians, and health systems. This book demonstrates how honest appraisal, intelligent planning, and vigilant follow-up have led to dramatic improvements in a variety of healthcare settings across the world. It teaches us how innovative organizations can find sustainable solutions to seemingly intractable problems by following a path guided by Lean Thinking. Lean methods may not solve every healthcare problem, but as these cases prove, changing a culture rather than personnel results in more effective sustainable change. This multi-authored book provides expert descriptions of Lean methods and their application in healthcare, written by the people who developed and tested the methods in healthcare settings. Each chapter brings together a description of the technique or approach, with examples of application in practice from the author's own practice. Authors use an engaging approach to their narrative, with examples from their personal experience or engagement being described to illustrate the practical application of theoretic approaches. In painting a picture of the environment in which these tools and techniques have been applied, readers will understand the transferability to their own workplace environment. This will be an opportunity to tell real stories of the application of Lean in healthcare and give readers the opportunity to learn from people from across the world, on subjects on which they are acknowledged topic experts, based on day-to-day Lean practice.

Typically entrenched and systemic, healthcare problems require the sort of comprehensive solutions that can only be addressed by a change in culture and a shift in thinking. Organizations around the world are using Lean to redesign care and improve processes in a way that achieves and sustains meaningful results for patients, staff, physicians, and health systems. This book demonstrates how honest appraisal, intelligent planning, and vigilant follow-up have led to dramatic improvements in a variety of healthcare settings across the world. It teaches us how innovative organizations can find sustainable solutions to seemingly intractable problems by following a path guided by Lean Thinking. Lean methods may not solve every healthcare problem, but as these cases prove, changing a culture rather than personnel results in more effective sustainable change. This multi-authored book provides expert descriptions of Lean methods and their application in healthcare, written by the people who developed and tested the methods in healthcare settings. Each chapter brings together a description of the technique or approach, with examples of application in practice from the author's own practice. Authors use an engaging approach to their narrative, with examples from their personal experience or engagement being described to illustrate the practical application of theoretic approaches. In painting a picture of the environment in which these tools and techniques have been applied, readers will understand the transferability to their own workplace environment. This will be an opportunity to tell real stories of the application of Lean in healthcare and give readers the opportunity to learn from people from across the world, on subjects on which they are acknowledged topic experts, based on day-to-day Lean practice.

This interesting book offers an analysis of man-made catastrophes and asks why they continue to occur. 87 catastrophes or near-catastrophes, including high profile cases such as the Bhopal gas disaster, Grenfell Tower, Shoreham Air Show crash, Brumadinho dam collapse and Fukushima Daiichi, are described together with the reasons why they occurred and why over 50 different safety management approaches and techniques failed to prevent them. Featuring 63 eye opening stories from the author's own personal experience and over 200 pitfalls in safety management approaches, this title is illustrated by 24 hypothetical cases in which the reader is asked to consider the approach they would take. Safety management techniques discussed include operating practices, personnel selection and emergency response. Safety management approaches including safety governance in organisations, along with the role of government and local authorities using the instruments of the law are extensively discussed. The work concludes with imaginative and creative ways forward with the aim to make considerable progress and to potentially eliminate man-made catastrophes for good. This title will be an ideal read for safety managers and engineers, community leaders in civic duties or labour union roles and professionals tasked with stopping and mitigating the impacts of man-made catastrophes, along with non-technical readers who are curious and concerned.

Tightly written integration of recent scholarship, proven theories, and practice-based examples Increased use of world-wide contexts and examples, reflecting continuing development and dissemination of applications, and need for international appeal and awareness Two new chapters on innovation and bringing performance to governance

In-depth coverage of discrete-time theory and methodology. Numerous, fully worked out examples and exercises in every chapter. Mathematically rigorous and consistent yet bridging various basic and more advanced concepts. Judicious balance of financial theory, mathematical, and computational methods. Guide to Material.

Provides a wide snapshot of building knowledge-based systems, inconsistency measures, methods for handling consistency, and methods for integrating knowledge bases. Provides the mathematical background to solve problems of restoring consistency and problems of integrating probabilistic knowledge bases in the integrating process. The research results presented in the book can be applied in decision support systems, semantic web systems, multimedia information retrieval systems, medical imaging systems, cooperative information systems, and more.

This book covers the basic theory of how, what and when firms should produce to maximise profits. Based on the neoclassical theory of the firm presented in most general microeconomic textbooks, it extends the general treatment and focuses on the application of the theory to specific problems that the firm faces when making production decisions to maximise profits. Increasing level of government regulation and the use of specialised and often very expensive equipment in modern production motivates the following focus areas: 1) How to optimise production under restrictions., 2) Treatment of fixed inputs and the process of input fixation, 3) Optimisation of production over time, 4) Linear and Mixed Integer Programming as tools for optimisation in practice. This updated second edition includes a more comprehensive introduction to the theory of decision making under risk and uncertainty as well as a new chapter on how to use linear programming to generate the supply function of the firm.

This book provides a theoretical and application-oriented analysis of deterministic scheduling problems in advanced planning and computer systems. The text examines scheduling problems across a range of parameters: job priority, release times, due dates, processing times, precedence constraints, resource usage and more, focusing on such topics as computer systems and supply chain management. Discussion includes single and parallel processors, flexible shops and manufacturing systems, and resource-constrained project scheduling. Many applications from industry and service operations management and case studies are described. The handbook will be useful to a broad audience, from researchers to practitioners, graduate and advanced undergraduate students.

Under and post COVID-19 conditions, companies are adapting to smart ways of operating and managing logistics processes to counteract the negative implications of the pandemic. This book offers an analysis and guidance on how to manage these processes, including transport, inventory, operations and waste management, to meet the complex need of enterprises. This edited collection presents selected and key aspects of the implementation of logistics processes in the conditions of the COVID-19 pandemic, enriched with empirical analyses and international examples. The book is a contribution to the considerations on the role and importance of logistics processes in the management of organisations in the conditions of the COVID-19 pandemic, as well as reducing its negative socio-economic and technological effects. With contributions from global scholars, the book demonstrates the direction in which logistics processes should change so that they can take the form of "smart". Logistics, Transport and the COVID-19 Crisis will be directly relevant for researchers and academics across logistics, supply chain management, and transport management as well as risk management and related fields.

Written for those starting a career in IT or whose career is well advanced, this career guide shows how to blaze a path to success through the jungle of modern IT. With a career spanning five decades, the author shares lessons he learned the hard way so readers do not have to learn them the hard way. By emphasizing the importance of business processes and applications to IT, this book explains how to understand the value and positioning of hardware and software technology in order to make appropriate decisions. It addresses the importance of IT architecture and the roles service and systems management play. It also explains service level agreements (SLAs) and provides sample SLAs. Readers learn how to conduct IT assessments using SWOT (strengths, weaknesses, opportunities, and threats) analysis. It also shows how to use root-cause analysis (RCA) to detect the sources of failure and poor performance. An overview of risk management and the steps involved in developing a business continuity plan are also included. The book looks at all facets of an IT professional's career. It explains how to build an IT team and examines the roles and responsibilities within the team. It shows how to provide professional customer care to IT clients. Business executives recognize the importance of IT, and this book shows technology professionals how to thrive in the business world. It covers: Making effective presentations Report and proposal writing Negotiating and persuasion skills Running productive meetings Time and stress management The book also discusses such important career skills as listening, continual and incremental learning, and communicating at all levels. From its templates and checklists to its comprehensive and holistic view of a successful IT career, this book is an indispensable guide for every professional working in IT today and tomorrow.

This book provides insights into contemporary issues and challenges in multi-criteria decision models. It is a useful guide for identifying, understanding and categorising multi-criteria decision models, and ultimately implementing the analysis for effective decision-making. The use of multi-criteria decision models in software reliability engineering is a relatively new field of study, and this book collects all the latest methodologies, tools and techniques in one single volume. It covers model selection, assessment, resource allocation, release management, up-grade planning, open-source systems, bug tracking system management and defect prediction. Multi-Criteria Decision Models in Software Reliability: Methods and Applications will cater to researchers, academicians, post-graduate students, software developers, software reliability engineers and IT managers.

This book sheds new light on the role businesses can play in contributing to sustainability objectives, and how governance actors can better encourage their contributions. Jean-Pierre Imbrogiano introduces and empirically investigates the concept of sustainability performance in businesses, which reveals how achieving social and environmental objectives is experienced within business organizations. He focuses on supply chain management as a key part in this process and looks at how this has evolved to become a vital sector in the global business landscape. He further considers the current practices of governance actors which aim to enable sustainability performance in businesses. Labelled as a 'sustainability service industry', these actors include international, national, and industry sustainability initiatives, sustainability standard setters, business consultancies and rating agencies, as well as sustainable supply chain managers in corporations. Overall, this book calls for a conceptual reorientation in business sustainability scholarship, and points towards a challenging agenda for change in the sustainability service industry. Understanding Sustainability Performance in Business Organizations will be of great interest to students and scholars of sustainable business, business ethics, corporate social responsibility, sustainable supply chain management, and sustainability governance.

The key to effective leadership is being fit for the challenge. Leadership is a perpetual boxing match in many respects in which preparation, stamina and skill are required. Only the strongest survive. Every decision and tollgate along the career journey is laden with risk. Those leaders who harness risk to their advantage will land the knockout punch in every fight. The only question is how many leaders will be fit enough for the challenge? The purpose of this book is to provide insight on how risk impacts every aspect of leadership, including the mundane, routine and nonglamorous aspects of leadership. This is important because often the small things can easily turn into big disruptors. Moreover, the end goal is to equip leaders with a journey map and quick guide to win in high-risk environments. Change is the new normal and only constant in today's world. As change increases, so will risk and its subsequent impacts on humanity. This includes leaders, organizations and customers. No one is exempt. In this book, readers learn how to: Determine which career battles to fight and which ones to avoid Prepare to fight the unavoidable challenges along the career journey Leverage risk to choose the right leaders for the team Leverage risk to invest time wisely and avoid wasting it Leverage risk to predict, identify and resolve leadership burnout Risk assess leadership credentials so only those that produce a return are added to the portfolio Risk assess performance outcomes so the path ahead is smooth sailing instead of a rough ride Leverage risk so high performance is a reality instead of a pipe dream Leverage risk to find the right leadership sponsor

The key to effective leadership is being fit for the challenge. Leadership is a perpetual boxing match in many respects in which preparation, stamina and skill are required. Only the strongest survive. Every decision and tollgate along the career journey is laden with risk. Those leaders who harness risk to their advantage will land the knockout punch in every fight. The only question is how many leaders will be fit enough for the challenge? The purpose of this book is to provide insight on how risk impacts every aspect of leadership, including the mundane, routine and nonglamorous aspects of leadership. This is important because often the small things can easily turn into big disruptors. Moreover, the end goal is to equip leaders with a journey map and quick guide to win in high-risk environments. Change is the new normal and only constant in today's world. As change increases, so will risk and its subsequent impacts on humanity. This includes leaders, organizations and customers. No one is exempt. In this book, readers learn how to: Determine which career battles to fight and which ones to avoid Prepare to fight the unavoidable challenges along the career journey Leverage risk to choose the right leaders for the team Leverage risk to invest time wisely and avoid wasting it Leverage risk to predict, identify and resolve leadership burnout Risk assess leadership credentials so only those that produce a return are added to the portfolio Risk assess performance outcomes so the path ahead is smooth sailing instead of a rough ride Leverage risk so high performance is a reality instead of a pipe dream Leverage risk to find the right leadership sponsor

Provides leaders with strategies and methods to change the way learning and training occurs for new engineers Takes a holistic view behind the low numbers of women in engineering using a problem solving approach centered on Lean Development (LD) Provides a direct comparison with the field of STEM and medicine and how the methods of training and learning can help minimizes bias and increase gender confidence Explores the lack of written knowledge (reusable knowledge) and uses methods of Lean Development (LD) to level the playing field between men and women Highlights the critical need for new female engineers to have access to mentors using technical coaching methods

Logistics refers to the processes that start with resources and their acquisition, storage, and transportation to their destination. The concept is crucial in business -- particularly for the manufacturing sector -- to understand, manage, and control how resources are handled and progress through the whole supply chain. Now, there is a strong trend to focus on sustainability and eco-friendly solutions in logistics. Processes based on both technology and management need innovations and detailed implementation steps to achieve a satisfactory level of sustainability. This book explores how and where innovations can be implemented to provide a wide approach to sustainability in logistics. It addresses the main challenges affecting modern and sustainable logistics and supply chains and is organized according to six main themes: supply chain management; information intelligent hubs (e.g. warehouse and cities); sustainable transportation; technology for logistics; reverse logistics; and city logistics. The key results presented are based on both extensive types of research and business cases. The overarching advanced logistics and supply chain concepts at the heart of this book contribute to a sustainable intelligent logistics and transport system by making it more efficient, reliable, environmentally friendly, and competitive. Essentially, this book presents the most current research related to sustainability in logistics activities and addresses the theoretical background of sustainability and its significance for logistics, the challenges in supply chains and transportation, and possible solutions for more sustainable logistics systems.

Unique selling point: A project management book that focuses on managing projects in business Core audience: Project and business managers Place in the market: Professional book that can be used for continuing education

Fully updated edition of the bestselling book in healthcare operations. Practical case studies are used throughout to provide invaluable resources for training students and practitioners in healthcare. An ideal resource for students of healthcare management at both undergraduate and postgraduate levels. It can also be used by practitioners. The book translates complex operational models for busy practising healthcare professionals so that the methods can be easily applied to a workplace scenario.

Any management team interested in making best use of tools and techniques would benefit from studying the contents of this book. A conscious effort has been made to produce the text in language which is free from jargon.

This book puts together a body of very recent information never before presented in one volume on the design of post-release mitigation systems. The development of a fundamental knowledge base on post-release mitigation systems, through testing and data correlation, is very new. While further research and development is needed, this practical work offers guidance on putting post-release countermeasures to work now. The book presents current engineering methods for minimizing the consequences of the release of toxic vapors, or ignition of flammable vapors, including passive and active systems intended to reduce or eliminate significant acute effects of a dispersing vapor cloud in the plant facility, or into the surrounding community. As in all CCPS works, the book emphasizes planning and a systems approach, shows limitations of any methods discussed, and provides numerous references so that the reader may continue to learn.

* Offers a comprehensive overview of startups' actions during the covid-19 pandemic, and takes lessons for startups operating in times of crisis more generally * Each chapter contains real-life cases based on interviews with individuals from startups around the world * Online supplements include PowerPoint slides, student quizzes, mini case studies and answers to questions in the book