Suchergebnisse

Durch grundlegende Veränderungen bei den betriebswirtschaftlichen, juristischen und technischen Rahmenbedingungen haben sich in den letzten Jahren zunehmend komplexe Anwendungsdienste (z.B. E-commerce Dienste) und eine Vielzahl von neuen Dienstleistern (z.B. Application Service Provider) etablieren können; weiterhin ist zu beobachten, dass die Realisierung solcher Dienste aufgrund der inhärenten Komplexität durch verschiedene Dienstleister erfolgt. Aus Sicht des technischen Managements führt diese verteilte Diensterbringung zu Organisationshierarchien und Organisationsketten, wobei im Interesse der gemeinsamen Diensterbringung durch alle beteiligten Organisationen eine intensive Kommunikation, Koordination und Kooperation über Organisations- und Dienstgrenzen hinweg erforderlich ist. Ziel dieser Arbeit ist die Entwicklung von Konzepten, mit denen Organisationen solche komplexen Szenarien analysieren und die erforderlichen managementrelevanten Interaktionen und Informationen zwischen den beteiligten Organisationen bestimmen können, um somit systematisch Anforderungen an eine abstrakte Dienstmanagementschnittstelle zwischen Organisationen abzuleiten. Unter dem Begriff Interorganisationales Dienstmanagement wird in dieser Arbeit zunächst ein umfangreicher Anforderungskatalog erstellt und anschließend mit Hilfe einer strukturierten top-down Vorgehensweise in drei Schritten der Lösungsansatz Customer Service Management entwickelt. Im ersten Schritt wird ein Organisationsmodell entwickelt, mit dem beliebige Szenarien des interorganisationalen Dienstmanagements analysiert und die dabei beteiligten Organisationen und Dienste bestimmt werden können. Im zweiten Schritt werden systematisch Interaktionsmodelle hergeleitet, die Auskunft über die managementrelevanten Interaktionen und Informationen zwischen Organisationen geben. Im dritten Schritt wird ein generisches Informationsmodell entwickelt, mit dem Anforderungen an eine abstrakte Dienstmanagementschnittstelle zwischen Organisationen formuliert werden, ohne dabei Vorgaben bezüglich der prozessorientierten oder systemtechnischen Umsetzung und Implementierung zu machen. Eine begleitende Methodik gibt an, wie für konkrete Szenarien des interorganisationalen Dienstmanagements die beteiligten Organisationen und Dienste sowie die zwischen diesen Organisationen managementrelevanten Interaktionen und Informationen ermittelt werden können. Anhand eines ausgewählten Szenarios wird die Anwendung der Methodik illustriert und ein Tragfähigkeitsnachweis geführt. ; The political, technical and economical changes and developments over the last few years have been business enablers for a plethora of new application services (e.g. e-commerce services) and service providers (e.g. application service providers). Due to the inherent technical complexity, these services are typically realized by different service providers; this leads to hierarchies and chains of organizations working together in order to implement a particular service. From the viewpoint of technical management, the distributed nature of the resulting scenarios requires a close and interactive communication, coordination and cooperation across organizational boundaries. This thesis develops concepts that can be used by organizations to analyze and dissect such complex scenarios in order to identify the relevant management interactions as well as the management information that has to be exchanged, resulting in requirements for an abstract management interface between organizations. The thesis starts with a detailed requirement analysis that leads to a comprehensive list of evaluation criteria necessary for inter-domain service management. To meet these requirements, the thesis introduces Customer Service Management, following a top-down oriented approach that consists of three steps: The first step develops an organization model that can be used to analyze inter-domain scenarios in order to identify and describe the involved organizations and services. The second step develops generic interaction models that specify the management interactions as well as the management information that has to be exchanged between organizations. The third step develops a generic information model that specifies requirements that have to be met by an abstract inter-domain management interface without implying a particular technical implementation. An additional methodology prescribes how these concepts have to be applied to real-life scenarios in order to specify the involved organizations, services, necessary management interactions and corresponding management information. The application of this methodology to a particular scenario results in service-specific management interfaces that have to be provided at the organizational boundaries.

This updated and improved edition of Healthcare Service Management presents the latest best practice guidelines related to the management of a healthcare organisation. The text examines those aspects of management that are specific to healthcare institutions, including health-related legislation, common law, and ethics. In addition to fulfilling the needs of the nursing student and lecturer, it will serve as a reference on healthcare service management for any practising manager.

Considers the need imposed by increased competition for
manufacturers to move from a traditional, reactive service approach
based on routine maintenance programmes towards a more strategic
customer servicing philosophy based on strategic service management.
Argues for a complete management audit of company service policies in
order to implement a company‐wide service culture. Concludes that the
implementation of a service mission developing all relevant factors can
enable manufacturers themselves to out‐perform third‐party
organizations, thus maximizing opportunities offered in the expanding
industrial and business service market.

Cover -- Copyright -- Contents -- Preface -- About the author -- 1. Water sources and quality -- 1.1 Availability of Fresh Water -- 1.1.1 Surface water -- 1.1.2 Groundwater -- 1.1.3 Siting of wells and boreholes -- 1.1.4 Determination of yield -- 1.2 Rainwater -- 1.3 Wastewater and Recycling -- 1.4 Seawater or Saline Water -- 1.5 Water Pollution -- 1.5.1 Protection of public health -- 1.5.2 Pollution risk assessment and management -- 1.6 International Standards and Criteria -- 1.6.1 Microbiological determinants -- 1.6.2 Chemical and physical determinants -- 1.6.3 Organic pollution -- 1.6.4 Stability of water supplies -- 1.7 Water Treatment -- 1.8 References -- 2. Urban water supply -- 2.1 Water Use -- 2.1.1 Volumes required -- 2.1.2 Planning basis -- 2.1.3 Peak factors -- 2.1.4 Pressure requirements -- 2.2 Reservoir Storage Requirements -- 2.2.1 Elevated storage and pumps -- 2.2.2 Balancing volume -- 2.2.3 Other storage reservoirs -- 2.3 Pipe Fluid Mechanics -- 2.3.1 The fundamental equations of fluid flow -- 2.4 Flow Head Loss Relationships -- 2.4.1 Empirical flow formulae -- 2.4.2 Rational flow formulae -- 2.5 Water Hammer and Flow Control -- 2.5.1 Valves and other fittings -- 2.6 Pipeline Optimisation -- 2.7 Optimum Reservoir Sizes -- 2.8 Pump Characteristic Curves -- 2.9 References -- 3. Water demand management and loss control -- 3.1 Controlling Water Use -- 3.2 Economic Theory of Supply and Demand -- 3.2.1 Effect of metering -- 3.2.2 Management by use of tariffs -- 3.3 Timing -- 3.3.1 Long-term (planning and design) -- 3.3.2 Operational time-frame -- 3.3.3 Crisis management -- 3.3.4 Notes on management by use of tariffs -- 3.4 The Cost of Water -- 3.4.1 Future trends -- 3.5 Value of Water -- 3.6 Loss Control -- 3.7 Water Harvesting -- 3.8 References -- 4. Sewerage -- 4.1 Flow in Circular Drains -- 4.1.1 Manning equation.

Part of the Contemporary Review Series. Contemporary Tourism Reviews will provide you with critical, state-of-the-art surveys of all of the major areas of tourism study to people who are coming to a topic for the first time. Written by leading thinkers and academics in the field they provide flexible, current and topical information as an instant download

Leadership in Health Services Management provides all healthcare professionals with the information necessary to lead with commitment and strive towards a clear vision of health for all. It guides readers through crucially important issues such as vision, strategic thinking, confidence, negotiation and knowledge management in health services.Now in its third edition, this book has been updated to contain original research on the topic of self-leadership, a theme that is interwoven throughout the text. In addition, there is a focus on the application of leadership theories for postgraduate readers studying for a Master's certificate in nursing management or tutored Master's degree according to the new guidelines of the SAQA qualifications for postgraduate studies. In all new South African curricula and programmes, the research component has been prioritised and therefore this edition features a chapter on research proposals.

This volume compiles a dozen essays, by one of the most prolific proponents of co-production as a solution for many of the challenges facing public services and democratic governance at the outset of the 21st Century. Co-production is considered a partnership between citizens and public service providers that is essential for meeting a growing number of social challenges, since neither the government nor citizens can solve them on their own. These challenges include, among other things, improving the efficiency and effectiveness of public services in times of financial strain; increasing the legitimacy of the public sector after decades of questioning its ability with the spread of New Public Management; promoting social integration and cultural pluralism in increasingly diverse societies when millions of refugees and immigrants are on the move; tackling the threat of burgeoning populism following the rise of anti-immigrant and anti-global parties in many countries in recent years; and finally, finding viable solutions for meeting the growing needs of aging populations in many parts of the world. This volume addresses issues related to the successful development and implementation of a policy shift toward greater citizen participation in the design and delivery of the services they depend on in their daily lives and greater citizen involvement in resolving these tenacious problems, facilitated by the active support of governments across the globe. Moreover, it explores participatory public service management that empowers the front-line staff providing public services. Together with users/citizens they can insure the democratic governance of public service provision.

The term "customer service" is used today in the field of logistics management to describe a host of different but critically interrelated activities. Some authors view customer service as all activities which bind a corporation and its customers together to further a sales relationship. Other authors view customer service as a package of measurable activities which provide utility to customers or optimum levels of service.

In Indian context