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 ...

Discover the skills and insights you need to accurately and efficiently interpret data, improving your influence and decision-making at work

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.

Written by an expert team and praised for its refreshing approach, this essential text offers a critical, holistic understanding of strategy theory and practice.

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.

From the author of The Almighty Dollar comes this urgent and illuminating exploration of the rapidly changing global green economy, lifting the lid on what it means for us all.

Werken met data staat meer en meer in de belangstelling. Data kunnen waardevolle inzichten bieden die ten goede komen aan kwaliteit. Bij beleidsvoering op school vormen data een interessante aanvulling op de ervaringen, de intuïtie en het buikgevoel van mensen. Data kunnen leerkrachten helpen om leerlingen te begrijpen en te ondersteunen, om doordachte beslissingen te maken.

Toch zijn er heel wat mogelijke valkuilen die een succesvolle aanpak in de weg kunnen staan. Zo gebeurt het dat een t...

De maatschappelijke aandacht voor intrafamiliaal geweld is het laatste decennium sterk gestegen. Door de verhoogde aandacht wordt steeds duidelijker hoe dit geweld vele mensen treft en een ernstige en langdurige impact heeft op het leven kinderen en volwassenen. Het installeren van de ‘hier en nu’-veiligheid is de vertrekbasis voor een verdere aanpak, gericht op het voorkomen van recidive en het herstellen van beschermende omstandigheden die mensen in staat stelt het eigen leven terug op ...