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.

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.

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

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.

In 2014, the global market leader in advanced chipmaking machines ASML joined forces with NWO, AMOLF, the University of Amsterdam, and Vrije Universiteit to establish a new research institute in the Netherlands: the Advanced Research Center for Nanolithography (ARCNL). ARCNL represents a unique form of public-private collaboration in science, aligned with a political climate that actively encouraged partnerships between academia and industry. How did this collaboration come into being, and ho...

This book takes a deep dive into visual design structures, focusing on the timeless principles of movement, space, and composition. While design tools and technologies continue to change, these core principles remain just as important. Written in a clear and engaging style, it’s perfect for students looking to build their foundation in design, and also a great resource for professionals who want to revisit or sharpen their skills.

The book goes beyond the basics of design, introducing fresh...