Analyse and address organisational challenges using real world examples Service Operations Management, 5th Edition, by Robert Johnston et al. is a market-leading text on service operations management and provides a clear understanding of how service performance can be improved in organisations. This textbook applies underlying theories to the real world challenges faced by service operations managers on a daily basis, by providing a diverse range of examples and illustrations. Each chapter p...

Customer Experience (CE) is becoming seen as a key component of business strategy, yet knowing the practical steps of what to do can be tricky. The Customer Experience Book helps you understand where you are now, what to do, and how to improve for your business. From Customer Journey Mapping to using Big Data, this is the ultimate Customer Experience manual for businesses, whatever the size of your company. Split into two parts, you'll discover: • Why customer experience is so important in ...

Master business modeling and analysis techniques with Microsoft Excel 2019, and transform data into bottom-line results. Written by award-winning educator Wayne Winston, this hands-on, scenario-focused guide shows you how to use the latest Excel tools to integrate data from multiple tables–and how to effectively build a relational data source inside an Excel workbook.

A succinct, no-frills introduction to social science data and statistics. It uses visual maps and prompts to communicate the potential of social data and to introduce the basic statistical tools available to beginners.

A comprehensive introduction to Transactional Analysis theory, practice and evidence-base. It provides a step by step manual to the competencies and skills needed across the therapy process, and a guide to working with a variety of client issues.

The textbook for anyone learning to become a coach. It's written for beginner coaches and focuses on the main coaching skills and competencies, such as listening, asking powerful questions, providing feedback, summarising and challenging, self awareness and self-reflection.

This volume traces how colonial powers from the sixteenth to the nineteenth century built, adapted, and expanded systems of slave trading and coerced labour across different regions of the globe. Bringing together diverse geographical perspectives and source materials, the contributors investigate how European practices of enslavement—shaped above all by experiences in the Atlantic world—were transferred to, or reshaped by, societies in the Indian Ocean and Asia. In examining the manageme...

Proven strategies for maintaining and optimizing legacy code to get the most out of your existing applications.

- Examples in C-sharp, C++, and Java, as well as strategies for better using the industry standard modeling language: UML 2.0

- Addresses the very concrete problems that programmers face working in the context of large untested code bases

- Based on successful classes for Object Mentor, the author helps organizations maintain older systems rather than go to the cost o...

How to Reduce Code Complexity and Develop Software More Sustainably"Mark Seemann is well known for explaining complex concepts clearly and thoroughly. In this book he condenses his wide-ranging software development experience into a set of practical, pragmatic techniques for writing sustainable and human-friendly code. This book will be a must-read for every programmer." --Scott Wlaschin, author of Domain Modeling Made FunctionalCode That Fits in Your Head offers indispensable, practical advi...

Conquer Microsoft 365 administration, from the inside out!

Dive into Microsoft 365 administration and harness the full power of cloud scaling, automation, and availability in Microsoft 365! This supremely well-organized reference packs hundreds of time-saving solutions, tips, and workarounds; all you need to continually enhance organizational agility, productivity, and security. Three Microsoft insiders help you fully leverage Microsoft Purview, Microsoft Enterprise Mobility + Security (EMS)...