Автор: Fran Rees Название: The Facilitator Excellence Handbook, 2nd Edition ISBN: 0787970700 ISBN-13(EAN): 9780787970703 Издательство: Wiley Рейтинг: Цена: 10296.00 р. Наличие на складе: Поставка под заказ.
Описание: This is the thoroughly revised and updated edition of the best-selling The Facilitator Excellen Handbook. Written for both new and experienced facilitators, the second edition of The Facilitator Excellence Handbook offers a comprehensive guide for understanding the full range of skills, processes, and knowledge needed to become an effective facilitator. The book addresses a variety of facilitation opportunities, challenges, and problems and also contains *A variety of verbal and nonverbal facilitation techniques *Step-by-step facilitation processes and tools *Information on how to facilitate conflict resolution in groups and how to facilitate difficult situations *Instructions for designing and leading group work *Examples of how various levels of facilitator competency are called for in different types of groups *Techniques for facilitating meetings, teams, virtual teams, and organization-wide projects *Discussions on the art of facilitating and what makes a great facilitator
Описание: Warehouses are often seen as a necessary evil: places that stop the flow of goods and thus increase costs without adding value. But the truth is that they have a critical part to play in supply chain management, and warehouse managers should be centrally involved in the strategic aspects of any business.
Описание: A tough, challenging, and eventful journey is outlined in this cutting-edge business story. Greg, the company President, uses the latest edition of the trusted industry standard, The Oliver Wight Class A Checklist for Business Excellence, to transform his business from mediocrity to industry leading performance.
Building upon the international bestselling Toyota Way series of books by Jeffrey Liker, "The Toyota Way to Continuous Improvement" looks critically at lean deployments and identifies the root causes of why most of them fail. The book is organized into three major sections outlining: Why it is critical to go beyond implementing lean tools and, instead, build a culture of continuous improvement that connects operational excellence to business strategy Case studies from seven unique industries written from the perspective of the "sensei" (teacher) who led the lean transformation Lessons about transforming your own vision of an ideal organization into reality
Section One: Using the Plan-Do-Check-Adjust (PDCA) methodology, Liker and Franz contrast true PDCA thinking to that of the popular, superficial approach of copying "lean solutions." They describe the importance of developing people and show how the Toyota Way principles support and drive continuous improvement. Explaining how lean systems and processes start with a purpose that provides a true north direction for all activities, they wrap up this section by examining the glaring differences between building a system of people, processes, and problem- solving that is truly lean versus that of simply trying to "lean out" a process.
Section Two: This section brings together seven case studies as told by the "sensei" who led the transformation efforts. The companies range from traditional manufacturers, overhaul and maintenance of submarines, nuclear fuel rod production, health care providers, pathology labs, and product development. Each of these industries is different but the approaches used were remarkably similar.
Section Three: Beginning with a composite story describing a company in its early days of lean implementation, this section describes what went right and wrong during the initial implementation efforts. The authors bring to light some of the difficulties the "sensei" faces, such as bureaucracies, closed-minded mechanical thinking, and the challenges of developing lean coaches who can facilitate real change. They address the question: Which is better, slow and deep organic deployment or fast and broad mechanistic deployment? The answer may surprise you. The book ends with a discussion on how to make continuous improvement a way of life at your company and the role of leadership in any lean transformation.
"The Toyota Way to Continuous Improvement" is required reading for anyone seeking to transcend his or her tools-based approach and truly embrace a culture of continuous improvement.
Автор: Downs, Murna Bowers, Barbara Название: Excellence in Dementia Care: Research into Practice ISBN: 0335245331 ISBN-13(EAN): 9780335245338 Издательство: McGraw-Hill Рейтинг: Цена: 7034.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: A comprehensive text on dementia care, drawn from research evidence, practice and the experience of people with dementia.
Описание: A new "how-to" version of a customer service classic First published in 1995, The Nordstrom Way has consistently been one of the bestselling backlist books on customer service, with over 100,000 copies sold. This new book replaces The Nordstrom Way with an even more practical guide to becoming the "Nordstrom" of your industry. It is designed for customer service managers and trainers, who will find it an invaluable resource for designing their own training programs. Through training exercises, hiring questionnaires, and customer service development tools, the authors not only explain the principles of the world's best customer service company they help you implement them in your organization. The Nordstrom Way to Customer Service Excellence will help any organization focus on customer needs, follow-up, and ensure customer satisfaction in every transaction. Robert Spector (Seattle, WA) is a professional speaker and writer whose work has appeared in Women's Wear Daily, the Wall Street Journal, the New York Times, and USA Today. Patrick McCarthy (Seattle, WA) retired from Nordstrom after more than 30 years of service. He was one of the top-performing salespeople in the company.
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