14,592円 A practical and realistic guide for both external and internal service providers in an aviation context to implementing an effective way to control the service quality as perceived by their customers, Delivering Excellent Service Quality in Aviation is essential for those service providers that a...

8,290円 Since the publication of the first edition of this book in 2000 the revised ISO 9001 standard has been implemented and is being used widely. While the basic premise of the original book is still sound, the reality of auditing the new standard has shown up various areas which require refinement - ...

12,933円 Product and service designers place increasing emphasis on the colour, form and appearance of what their organization offers and the language with which they describe it. Gloria Moss' erudite, sophisticated and fascinating book, guides the reader to an understanding of the way gender influences o...

1,500円 Kaizen principles have been viewed as one of the key factors to Japanese competitiveness. Kaizen techniques became famous when Toyota used them to rise to world's automotive leadership. The company is credited as pioneer to formalize Kaizen technique and implement it as part of a global business ...

16,372円 Planning and Managing the Safety System addresses new regulations and practices to help you achieve safety and health management success. Emphasizing the reduction of costs through cost/benefit analysis, this book covers practical material and real-world examples of common exercises, including sa...

9,119円 This indispensable handbook details the practical steps that can lead to success in programme management. Accelerating change has demanded that companies and organisations use programme management methods and techniques to effect it. John Bartlett provides the benefit of his deep involvement in m...

6,466円 “Less is more” may be good advice for many efforts, but it is terrible advice when it comes to customer experience. Brands that want to stay relevant must apply more energy, focus, and resources to creating knock-your-socks-off customer experiences than they ever did before. Companies that embrac...

222円 What saved England from the Blitz, broke apartheid's back in South Africa, and won the Chicago Bulls multiple world championships? In all threee cases the answer is the same. Their leaders lived by the Law of Victory.

9,285円 Norman Katz has secured a top spot as one of the Top 50 Global Thought Leaders and Influencers on Supply Chain 2020. Even the largest companies find managing vendors a daunting task. If you get it wrong then you risk inadvertently penalizing potentially valuable suppliers with misguided, overly b...

16,913円 Three unassailable facts will strike you as soon as you start to read The Future of Innovation: 〓 One: innovation is the new mantra; whether you're involved in teaching art and design, new product development for a blue chip consumer brand or responsible for providing public services to citizens...

43,944円 Most people accept the importance of project management as a means of realizing value, enabling change and distinguishing your organization from its competitors. But recognizing and doing are two entirely different things and project management remains something that is difficult to do right; eve...

1,600円 Transform a complex, chaotic workplace into order with easy-to-follow work instructions. Clarity out of Complexity shows you how to create concise Standard Operating Procedures (SOPs) that people will actually use. It guides you through providing useful information, writing in straightforward lan...