Resultados de búsqueda - (("Service organizational") OR ("Service organization"))

Effectively managing human service organizations / por Brody, Ralph

Management Control Systems por Robert.N.Antony

Materias:

Marketing learning and service provision : Studies in organizational response to customer information /

Hospital organization: a progress report on the Brunel Health Services Organization Project por Rowbottom, Ralph William

Guidelines for essential trauma care

Materias: “…Emergency Medical Services organization & administration…”

Library and information center management / por Stueart, Robert D.

Tabla de Contenidos: “…Managing in today's libraries and information centers -- The evolution of management thought -- Change : the innovative process -- Planning information services and systems -- Strategic planning : thinking and doing -- Marketing information services -- Organizations and organizational culture -- Structuring the organization : specialization and coordination -- The structure of organizations : today and in the future -- Staffing the library -- The human resources functions in the library -- Other issues in human resource management -- Motivation -- Leadership -- Ethics -- Communication -- Participative management and the use of teams in libraries -- Measuring, evaluating, and coordinating organizational performance -- Fiscal responsibility and control -- Managers : the next generation.…”
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Management control systems por Anthony Robert N.

Tabla de Contenidos: “…Controls for differentiated strategies Ch. 14. Service organizations Ch. 15. Multinational organizations App. …”

Services management : an integrated approach

Tabla de Contenidos: “…74 (2) The basic building blocks of promotion 76 (7) Designing a marketing communications strategy for services 83 (9) Drawing up a promotion plan 92 (2) Conclusion 94 (1) Review and discussion questions 95 (1) Notes and references 95 (1) Suggested further reading 96 (2) 6 Pricing services 98 (25) Marion Debruyne, Stefan Stremersch Introduction 98 (1) Objectives 98 (23) Developing a framework for pricing decisions 99 (2) Pricing objectives 101 (1) Pricing strategies 102 (13) Pricing structure 115 (3) Pricing levels and tactics 118 (2) Conclusion 120 (1) Review and discussion questions 121 (1) Notes and references 121 (1) Suggested further reading 122 (1) 7 Customer satisfaction and complaint management 123 (32) Gino Van Ossel, Stefan Stremersch, Paul Gemmel Introduction 123 (1) Objectives 123 (29) Service quality and customer satisfaction 124 (1) A service satisfaction framework 125 (1) Measuring customer satisfaction 126 (12) Complaint management 138 (14) Conclusion 152 (1) Review and discussion questions 152 (1) Notes and references 153 (1) Suggested further reading 154 (1) 8 Service guarantees and service-level agreements 155 (24) Gino Van Ossel, Paul Gemmel Introduction 155 (1) Objectives 156 (21) Service guarantees 156 (12) Service-level agreements 168 (4) Internal service guarantees and service-level agreements 172 (5) Conclusion 177 (1) Review and discussion questions 177 (1) Notes and references 177 (1) Suggested further reading 178 (1) Part Three: HUMAN RESOURCES IN SERVICE ORGANIZATIONS 179 (76) 9 The role of human resource practices in service organizations 181 (13) Bart Van Looy, Koen Dewettinck, Dirk Buyens, Tine Vandenbossche Introduction 181 (1) Objectives 182 (10) The nature of services 182 (5) Human resource management for services 187 (5) Conclusion 192 (1) Review and discussion questions 192 (1) Notes and references 192 (1) Suggested further reading 193 (1) 10 Competencies and service organizations 194 (1) Walter Stevens, Dries Faems, Bart Van Looy, Tine Vandenbossche, Dirk Buyens Introduction 194 (1) Objectives 194 (18) Designing competency-based HR practices 195 (9) Competencies for service organizations 204 (8) Conclusion 212 (1) Review and discussion questions 212 (1) Notes and references 213 (1) Suggested further reading 213 (1) 11 Collaboration: integrating work and learning 214 (1) Bart Van Looy Introduction 214 (1) Objectives 215 (12) The benefits of collaboration in the workplace 215 (3) The broader relevance of collaboration to services 218 (1) The role of collaboration in learning 219 (3) Collaboration as the central theme 222 (1) Establishing collaborative relationships 223 (4) Conclusion 227 (1) Review and discussion questions 227 (1) Notes and references 227 (1) Suggested further reading 228 (1) 12 The role of empowerment in service organizations 229 (1) Bart Van Looy, Krist'l Krols, Dirk Buyens, Tine Vandenbossche Introduction 229 (1) Objectives 230 (11) The relevance of empowerment for service environments 231 (1) Empowerment: the employee and the supervisor 232 (5) Empowerment: the organization 237 (3) Conclusion 240 (1) Review and discussion questions 241 (1) Notes and references 241 (1) Suggested further reading 242 (1) 13 Role stress among front-line employees 243 (1) Koen Dewettinck, Dirk Buyens Introduction 243 (1) Objectives 244 (8) Relevance of role stress for the service encounter 244 (1) Role stress defined 245 (2) Handling role stress for front-line employees 247 (5) Conclusion 252 (1) Review and discussion questions 252 (1) Notes and references 253 (1) Suggested further reading 254 (1) Part Four: OPERATIONS MANAGEMENT IN SERVICE ORGANIZATIONS 255 (1) 14 Service process design and management 259 (112) Paul Gemmel Introduction 259 (1) Objectives 260 (14) Process choice 261 (2) Process design 263 (4) Process monitoring 267 (1) Process evaluation 268 (3) Process re-engineering 271 (3) Conclusion 274 (1) Review and discussion questions 274 (1) Notes and references 274 (2) Suggested further reading 276 (1) 15 Capacity management 277 (1) Roland Van Dierdonck Introduction 277 (2) Objectives 279 (35) Capacity and capacity management 279 (6) Capacity planning 285 (6) Scheduling capacity 291 (9) Managing the demand side 300 (7) The psychology and managerial consequences of waiting 307 (7) Conclusion 314 (1) Review and discussion questions 314 (1) Technical note 315 (1) Notes and references 315 (1) Suggested further reading 316 (1) 16 Facilities management 317 (1) Roland Van Dierdonck, Paul Gemmel, Steven Desmet Introduction 317 (1) Objectives 318 (20) The nature of facilities management in services 319 (1) Back office versus front office 320 (2) Location 322 (10) Designing the servicescape 332 (5) Conclusion 337 (1) Review and discussion questions 338 (1) Notes and references 338 (1) Suggested further reading 339 (1) 17 IT developments and their impact on services 340 (1) Tim Duhamel, Bart Van Looy, Wilfried Grommen, Wim Grielens, Niels Schillewaert, Pedro Matth��nssens Introduction 340 (1) Objectives 341 (25) The network era - Where do we stand? …”

OM / por Collier, David A.

Tabla de Contenidos: “…Crosby 275 (1) The GAP Model 276 (1) ISO 9000:2000 276 (2) Six Sigma 278 (3) Implementing Six Sigma 279 (2) Cost of Quality Measurement 281 (1) The ``Seven QC Tools'' 282 (3) Other Quality Improvement Strategies 285 (3) Kaizen 285 (1) Poka-Yoke (Mistake-Proofing) 286 (2) Quality Control and SPC 288 (20) Quality Control Systems 290 (3) Quality Control Practices in Manufacturing 290 (1) Quality Control Practices in Services 291 (2) Statistical Process Control and Variation 293 (1) Constructing Control Charts 294 (5) Constructing X-and R-Charts 294 (1) Interpreting Patterns in Control Charts 295 (2) Constructing p-Charts 297 (1) Constructing c-Charts 298 (1) Practical Issues in SPC Implementation 299 (3) Controlling Six Sigma Processes 300 (2) Process Capability 302 (6) Process Capability Index 302 (6) Lean Operating Systems 308 (16) Principle of Lean Operating Systems 310 (1) Lean Tools and Approaches 311 (3) The 5Ss 311 (1) Visual Controls 312 (1) Single Minute Exchange of Dies (SMED) 312 (1) Small Batch and Single-Piece Flow 312 (1) Quality and Continuous Improvement 313 (1) Total Productive Maintenance 313 (1) Manufactured Good Recovery 313 (1) Lean Manufacturing and Service Tours 314 (3) Timken Company 314 (2) Southwest Airlines 316 (1) Just-in-Time Systems 317 (7) Operation of a JIT System 318 (2) JIT in Service Organizations 320 (4) Project Management 324 (27) The Scope of Project Management 327 (2) Roles of the Project Manager and Team Members 327 (1) Organizational Structure 327 (1) Factors for Successful Projects 328 (1) Techniques for Planning, Scheduling, and Controlling Projects 329 (6) Project Definition 329 (1) Resource Planning 330 (1) Project Scheduling with the Critical Path Method 330 (3) Project Control 333 (2) Time/Cost Trade-Offs 335 (3) Uncertainty in Project Management 338 (13) Appendix A: Areas for the Standard Normal Distribution 351 (2) Appendix B: Factors for Control Charts 353 (4) Endnotes 357 (8) Index 365…”

Cost and management accounting : an introduction

Tabla de Contenidos: “…Preface xiii Part One Introduction to Cost and Management Accounting 1 (38) Introduction to management accounting 3 (16) The users of accounting information 4 (1) Differences between management accounting and financial accounting 5 (1) The decision-making process 5 (5) Changing competitive environment 10 (1) Focus on customer satisfaction and new management approaches 10 (3) The impact of the changing environment of management accounting systems 13 (1) Functions of management accounting 14 (2) Summary of the contents of this book 16 (3) An introduction to cost terms and concepts 19 (20) Cost objects 19 (1) Direct and indirect costs 20 (2) Period and product costs 22 (1) Cost behaviour 22 (5) Relevant and irrelevant costs and revenues 27 (1) Avoidable and unavoidable costs 28 (1) Sunk costs 28 (1) Opportunity costs 28 (1) Incremental and marginal costs 29 (1) Job costing and process costing systems 30 (1) Maintaining a cost database 30 (9) Part Two Cost Accumulation for Inventory Valuation and Profit Measurement 39 (158) Accounting for labour and materials 41 (30) Accounting for labour costs 42 (2) Accounting treatment of various labour cost items 44 (1) Materials recording procedure 45 (2) Pricing the issues of materials 47 (4) Issues relating to accounting for materials 51 (2) Quantitative models for the planning and control of stocks 53 (1) Relevant costs for quantitative models under conditions of certainty 53 (1) Determining the economic order quantity 54 (3) Assumptions of the EOQ formula 57 (1) Determining when to place the order 57 (1) Control of stocks through classification 58 (1) Materials requirement planning 59 (1) Just-in-time systems 60 (11) Cost assignment 71 (36) Assignment of direct and indirect costs 72 (1) Different costs for different purposes 72 (2) Cost-benefit issues and cost systems design 74 (1) Assigning direct costs to objects 75 (1) Plant-wide (blanket) overhead rates 75 (2) The two-stage allocation process 77 (1) An illustration of the two-stage process for a traditional costing system 78 (7) Extracting relevant costs for decision-making 85 (1) Budgeted overhead rates 85 (1) Under-and over-recovery of overheads 86 (1) Maintaining the database at standard costs 87 (1) Non-manufacturing overheads 88 (4) Appendix 4.1: Inter-service department reallocations 92 (4) Appendix 4.2: Other allocation bases used by traditional systems 96 (11) Accounting entries for a job costing system 107 (24) Control accounts 108 (1) Recording the purchase of raw materials 109 (1) Recording the issue of materials 109 (3) Accounting procedure for labour costs 112 (1) Accounting procedure for manufacturing overheads 113 (2) Non-manufacturing overheads 115 (1) Accounting procedures for jobs completed and products sold 115 (1) Costing profit and loss account 116 (1) Interlocking accounting 116 (1) Contract costing 117 (5) Work in progress valuation and amounts recoverable on contracts 122 (9) Process costing 131 (32) Flow of production and costs in a process costing system 132 (1) Process costing when all output is fully complete 133 (6) Process costing with ending work in progress partially complete 139 (3) Beginning and ending work in progress of uncompleted units 142 (5) Partially completed output and losses in process 147 (1) Process costing for decision-making and control 147 (1) Batch/operating costing 148 (1) Surveys of practice 149 (3) Appendix 6.1: Losses in process and partially completed units 152 (11) Joint and by-product costing 163 (16) Distinguishing between joint products and by-products 163 (2) Methods of allocating joint costs 165 (7) Irrelevance of joint cost allocations for decision-making 172 (1) Accounting for by-products 173 (1) By-products, scrap and waste 174 (5) Income effects of alternative cost accumulation systems 179 (18) External and internal reporting 180 (1) Variable costing 181 (1) Absorption costing 182 (1) Variable costing and absorption costing: a comparison of their impact on profit 183 (3) A mathematical model of the profit functions 186 (1) Some arguments in support of variable costing 187 (1) Some arguments in support of absorption costing 188 (1) Surveys of company practice 189 (2) Appendix 8.1: Derivation of the profit function for an absorption costing system 191 (6) Part Three Information for Decision-making 197 (112) Cost-volume--profit analysis 199 (30) The economist's model 200 (2) The accountant's cost--volume--profit model 202 (2) A mathematical approach to cost-volume--profit analysis 204 (4) Margin of safety 208 (1) Constructing the break-even chart 208 (1) Alternative presentation of cost--volume--profit analysis 208 (2) Multi-product cost--volume--profit analysis 210 (3) Cost--volume--profit analysis assumptions 213 (3) Cost--volume--profit analysis and computer applications 216 (1) Separation of semi-variable costs 216 (13) Measuring relevant costs and revenues for decision-making 229 (28) The meaning of relevance 230 (1) Importance of qualitative factors 230 (1) Special pricing decisions 231 (4) Product-mix decisions when capacity constraints exist 235 (2) Replacement of equipment -- the irrelevance of past costs 237 (2) Outsourcing and make or buy decisions 239 (4) Discontinuation decisions 243 (2) Determining the relevant costs of direct materials 245 (1) Determining the relevant costs of direct labour 245 (12) Activity-based costing 257 (28) The role of a cost accumulation system in generating relevant cost information for decision-making 258 (1) Types of cost systems 259 (1) A comparison of traditional and ABC systems 260 (2) The emergence of ABC systems 262 (1) Volume-based and non-volume-based cost drivers 262 (3) An illustration of the two-stage process for an ABC system 265 (4) Designing ABC systems 269 (3) Activity hierarchies 272 (1) Cost versus benefits considerations 273 (1) Periodic review of an ABC data base 274 (1) ABC in service organizations 274 (1) ABC cost management applications 275 (10) Capital investment decisions 285 (24) The opportunity cost of an investment 286 (1) Compounding and discounting 286 (2) The concept of net present value 288 (2) Calculating net present values 290 (1) The internal rate of return 291 (3) Relevant cash flows 294 (1) Timing of cash flows 294 (1) Techniques that ignore the time value of money 295 (1) Payback method 295 (3) Accounting rate of return 298 (1) Qualitative factors 299 (2) Appendix 12.1: Taxation and investment decisions 301 (8) Part Four Information for Planning, Control and Performance Measurement 309 (106) The budgeting process 311 (28) Relationship between budgeting and long-term planning 312 (1) The multiple functions of budgets 312 (2) Conflicting roles of budgets 314 (1) The budget period 314 (1) Administration of the budgeting process 315 (1) Stages in the budgeting process 316 (4) A detailed illustration 320 (1) Sales budget 320 (3) Production budget and budgeted stock levels 323 (1) Direct materials usage budget 324 (1) Direct materials purchase budget 324 (1) Direct labour budget 325 (1) Factory overhead budget 325 (1) Selling and administration budget 326 (1) Departmental budgets 327 (1) Master budget 327 (2) Cash budgets 329 (1) Final review 329 (1) Computerized budgeting 330 (9) Management control systems 339 (28) Different types of controls 340 (3) Cybernetic control systems 343 (1) Feedback and feed-forward controls 343 (1) Management accounting control systems 344 (1) Responsibility centres 344 (2) The nature of management accounting control systems 346 (1) The controllability principle 347 (4) Setting financial performance targets 351 (1) Participation in the budgeting and target setting process 352 (2) Non-financial performance measures 354 (1) Activity-based cost management 355 (12) Standard costing and variance analysis 367 (48) Operation of a standard costing system 368 (3) Establishing cost standards 371 (3) Types of cost standards 374 (4) Variance analysis 378 (1) Material variances 378 (1) Material price variances 379 (2) Material usage variance 381 (1) Total material variance 382 (1) Labour variances 382 (1) Wage rate variance 382 (1) Labour efficiency variance 383 (1) Total labour variance 384 (1) Variable overhead variances 384 (1) Variable overhead expenditure variance 384 (1) Variable overhead efficiency variance 385 (1) Similarities between materials, labour and overhead variances 386 (1) Fixed overhead expenditure or spending variance 386 (1) Sales variances 387 (1) Total sales margin variance 387 (1) Sales margin price variance 388 (1) Sales margin volume variance 389 (1) Reconciling budgeted profit and actual profit 389 (1) Standard absorption costing 389 (2) Volume variance 391 (1) Volume efficiency variance 392 (1) Volume capacity variance 393 (1) Summary of fixed overhead variances 393 (1) Reconciliation of budgeted and actual profit for a standard absorption costing system 393 (2) Performance reports 395 (3) Recording standard costs in the accounts 398 (17) Questions 415 (126) Bibliography 541 (4) Appendices 545 (4) Appendix A 546 (1) Appendix B 547 (2) Index 549…”

Service management : strategy and leadership in service businesses / por Normann, Richard