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Human Resource Development
The definitive guide to human resource development. Reflecting the changing role of training and learning, this detailed text is the ideal handbook for all professional trainers and HRD professionals. Clearly structured with detailed sections covering each aspect of the training cycle, the book also includes a section on managing the HRD function. Individual chapters cover such specific topics as: ? The adult learner? The reflective practitioner? IT and training? Flexible learning, and? Costing and auditing the HRD function.Readership: Trainers, HR managers, line managers responsible for training, students of postgraduate courses in the subject.
The Millennium Manager
The Millennium Manager should be of interest to managers of all levels in public sector, private sector, or voluntary organisations. This book deals with several areas of management activities such as; Total Quality Management (TQM), The Management of Change, Management decision Making, Research Methods, Management Strategies, Marketing Planning, and Operations Management. This book should appeal to those following formal studies in management from certificate level up to master of Business Administration degree. The practical treatment of some of the chapters should make interesting reading for managers and potential managers who do not want to undertake formal management studies but want to acquire some management tools.
Intrinsic Motivation at Work
Intrinsic Motivation at Work marks a major advance on the topic of work motivation -- one based on an understanding of the changing requirements of today's workplace and the limitations of older motivational models. Written in an engaging, accessible style, yet grounded in solid academic research, the book is divided into three parts. Part One assesses older models of work motivation and why they need an overhaul. Part Two explains the nature of the "new work" and the importance of reintroducing a feeling of purpose and self-management. Part Three presents in depth the four intrinsic rewards that make work energizing and compelling -- a sense of meaningfulness, a sense of choice, a sense of competence or quality, and a sense of progress -- and how to create them.
Total Quality Management
Total Quality Management: Key Concepts and Case Studies provides the full range of management principles and practices that govern the quality function. The book covers the fundamentals and background needed, as well as industry case studies and comprehensive topic coverage, making it an invaluable reference to both the novice and the more experienced individual. Aspects of quality control that are widely utilized in practice are combined with those that are commonly referred to on University courses, and the latest developments in quality concepts are also presented. This book is an ideal quick reference for any manager, designer, engineer, or researcher interested in quality. - Features two chapters on the latest ISO standards - Includes an introduction to statistics to help the reader fully grasp content on statistical quality control - Contains case studies that explore many TQM themes in real life situations
'Regimes of Historicity' in Southeastern and Northern Europe, 1890-1945
The volume undertakes a comparative analysis of the various discursive traditions dealing with the connection between modernity and historicity in Southeastern and Northern Europe, reconstructing the ways in which different "temporalities" produced alternative representations of the past and future, of continuity and discontinuity, and identity.
A Complaint Is a Gift
A customer complaint is the most valuable source of feedback you can receive to improve your business. This new and improved second edition guides you through responding to complaints, taking advantage of when complaints become personal, and how you, too, can complain constructively and effectively. The first edition of A Complaint Is a Gift introduced the revolutionary notion that customer complaints are not annoyances to be dodged, denied, or buried but are instead valuable pieces of feedback—in fact, they're your best bargain in market research. Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose: meeting customer needs. Complaints...
A Complaint is a Gift
Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose--meeting customer needs. They are a feedback mechanism that can help organizations rapidly and inexpensively shift products, service, style, and market focus. Businesses that don't value their customers' complaints suffer from costly, negative word-of-mouth advertising. Presenting dozens of real-life striking examples of poor--and excellent-- complaint handling, Barlow and Moller show that companies must view complaints as gifts if they are to have loyal customers.
