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. You'll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disci...

This textbook covers the entire Business Process Management (BPM) lifecycle, from process identification to process monitoring, covering along the way process modelling, analysis, redesign and automation. Concepts, methods and tools from business management, computer science and industrial engineering are blended into one comprehensive and inter-disciplinary approach. The presentation is illustrated using the BPMN industry standard defined by the Object Management Group and widely endorsed by...

This is a concise introduction to the richness and scope of interviewing in social science research, teaching the craft of interview research with practical, hands-on guidance. Incorporating discussion of the wide variety of methods in interview-based research and the different approaches to reading the data, this book will help you to navigate the broad field of qualitative research with confidence and get out there and start collecting your data.

NEW YORK TIMES BESTSELLER`A supremely practical and useful book.' Mark Manson, author of The Subtle Art of Not Giving A F*ck. A revolutionary system to get 1 per cent better every dayPeople think when you want to change your life, you need to think big. But world-renowned habits expert James Clear has discovered another way. He knows that real change comes from the compound effect of hundreds of small decisions - doing two push-ups a day, waking up five minutes early, or holding a single shor...

Protect your organization's security at all levels by introducing the latest strategies for securing DevOpsKey FeaturesIntegrate security at each layer of the DevOps pipelineDiscover security practices to protect your cloud services by detecting fraud and intrusionExplore solutions to infrastructure security using DevOps principlesBook DescriptionDevOps has provided speed and quality benefits with continuous development and deployment methods, but it does not guarantee the security of an enti...

The definitive guide to Java programming language best practices from Josh Bloch Each chapter of Effective Java, Third Edition, consists of several "items," each presented in the form of a short, stand-alone essay that provides specific advice, insight into Java platform subtleties, and code examples. The comprehensive descriptions and explanations for each item illuminate what to do, what not to do, and why. While coverage is through Java 9, this guidance covers core Java features every prog...

Bringing this best-selling textbook right up to date, the new edition uniquely integrates the theories and methods that drive the fields of biology, biotechnology and medicine, comprehensively covering both the techniques students will encounter in lab classes and those that underpin current key advances and discoveries. The contents have been updated to include both traditional and cutting-edge techniques most commonly used in current life science research. Emphasis is placed on understandin...

A book that will change how you think and transform how you live Forget everything you thought you knew about how to motivate people - at work, at school, at home. It is wrong. As Daniel H.

Pink explains in his paradigm-shattering book Drive, the secret to high performance and satisfaction in today's world is the deeply human need to direct our own lives, to learn and create new things, and to do better by ourselves and the world. Along the way, he takes us to companies that are enlisting new...

Managers, sales professionals and marketers need to adjust asap to the customer revolution that is taking place - as we speak- in the online B2B marketing arena. Never before have customers had such an information advantage. The power has shifted from seller to buyer.Klaas Fleischmann shows us convincingly that traditional marketing strategies such as pipeline management and the good old sales funnel approach no longer work. Customer journeys have become too complex to control. Marketers must...