A practical, easy-to-read text with a managerial approach to operations management For undergraduate and graduate course in operations management. Operations Management: Processes and Supply Chains provides students with a comprehensive framework for addressing operational process and supply chain issues and uses a systemised approach whilst focusing on issues of current interest. The 13th Edition provides ample opportunities for students to experience the role of a manager with challenging p...

How do you provide exceptional service to demanding customers?

They're standing at your check-in desk, calling you on the phone, chatting with you online. Maybe they're seated in business class on your flight. Or eating at one of the tables you're waiting on. As a service employee, you encounter dozens or even hundreds of customers a day. Some of them are easygoing. With them, you can't go wrong. But some are demanding. They set the bar high and let you know it.

How should you serve these cus...

Awarded a Golden medal from the Axiom Business Book Awards in the Business Theory category and shortlisted for Management Book of the Year

Organizations are currently in a new economy. They are either being disrupted or causing disruption. Continuity is no longer a given. Only one law applies: Strategy = Execution, because a strategy is only as brilliant as its execution. Strategy execution is the last competitive advantage, and strength, speed and agility in execution are more important than...

Refreshed with new examples and contemporary concepts, this classic continues as the most complete and accessible resource in its domain.'Richard Whittington, Professor of Strategic Management, University of Oxford Exploring Strategic Change engages with the dynamic and complex process of developing and delivering strategic and organisational change, from the analysis of context through to the formulation and implementation of effective strategies and solutions. Change management has become a...

“A key reading for leaders that outlines how to effectively innovate for the future and boost growth, while running the core business.” - Alex Osterwalder, Co-author of Business Model Generation.

Tendayi Viki is nominated for the Thinkers50.

'The Corporate Startup' has won an Axiom Business Book Awards 2019 Gold Medal and the CMI Management Book of the Year Award 2018 in the category 'Innovation and entrepreneurship'.

The Corporate Startup is a practical guide for established companies th...

Innovate or die! How do you achieve long-term growth in a highly competitive business environment? Many established companies are facing a similar challenge. Sales from existing products is declining and the urgency to innovate the existing business and create new businesses is bigger than ever. Scale as a competitive advantage is no longer sufficient to compensate for the slow speed of corporate innovation. We need to leverage the organizations scale and assets and combine this with the spee...

You want to change the world? Turns out the system isn’t built for that.

The Social Designer’s Paradox is a candid, compelling companion for anyone trying to make change from within public systems.

Social designers step into government and institutions full of creativity, care, and bold ideas—only to meet the reality of bureaucracy, politics, outdated structures, and a whole different language. This book explores why people who want to shake things up often struggle in systems designed ...

From a customer's perspective, services are experiences. From the organization's perspective, services are processes that have to be designed and managed to create the desired customer experience. This makes processes the architecture of services. Designing Customer Service Processes will discuss how service processes can be designed and improved to deliver the promised value proposition. This book is the sixth volume in the Winning in Service Markets Series by services marketing expert Joche...

Break Free from Outdated Thinking

Traditional strategies are no longer enough. In a world defined by complexity and rapid change, businesses and leaders need a new approach.

This book delivers exactly that: a bold blueprint for strategic innovation that blends design-based methods with powerful change theories to spark real transformation. Explore what it takes to drive innovation—from the right mindset and team dynamics to the collaborative conditions that enable deep, systemic change.

Fea...