Public Service Information Technology
Public Service Information Technology

Author: Edward Uechi

Publisher: CRC Press

Published: 2019-11-08

Total Pages: 244

ISBN-13: 0429607555

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Public Service Information Technology explains how all areas of IT management work together. Building a computer-based information system is like constructing a house; different disciplines are employed and need to be coordinated. In addition to the technical aspects like computer networking and systems administration, the functional, business, management, and strategic aspects all are equally important. IT is not as simple as expecting to use a software program in three months. Information Technology is a complex field that has multiple working parts that require proper management. This book demystifies how IT operates in an organization, giving the public manager the necessary details to manage Information Technology and to use all of its resources for proper effect. This book is for technical IT managers and non-technical (non-IT) managers and senior executive leaders. Not only will the Chief Information Officer, the IT Director, and the IT Manager find this book invaluable to running an effective IT unit, the Chief Financial Officer, the HR Director, and functional managers will understand their roles in conjunction with the technical team. Every manager at all levels of the organization has a small yet consequential role to play in developing and managing an IT system. With practical guidelines and worksheets provided in the book, both the functional team and the technical team will be able to engage collaboratively to produce a high-quality computer-based information system that everyone involved can be proud to use for many years and that can deliver an effective and timely public program to citizens. This book includes: Multiple layers of security controls your organization can develop and maintain, providing greater protection against cyber threats. Job-related worksheets you can use to strengthen your skills and achieve desired program results. Practices you can apply to maximize the value of your contracts and your relationships with for-profit companies and other contractors. New method for deciding when contracting or outsourcing is appropriate when internal resources are not available. Improved method for estimating intangible benefits (non-financial gains) attributable to a proposed project. An approach to deciding what parts of a business process should or should not be automated, paying critical attention to decision points and document reviews.

Customer Relationship Management
Customer Relationship Management

Author: Gerhard Raab

Publisher: CRC Press

Published: 2016-05-13

Total Pages: 216

ISBN-13: 1317155440

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Customer Relationship Management is the first book to explore the benefits to the firm of a globally integrated approach to the management philosophy of Customer Relationship Management (CRM). The best hope for achieving a sustainable competitive advantage in a global marketplace is by means of better understanding which customers are in the best position to experience long-term, profitable relationships for the globally oriented firm. This book offers both an academic and a practical viewpoint of the importance of CRM in a global framework. It integrates the topics of knowledge management, total quality management, and relationship marketing with the goal of explaining the benefits of CRM for internationally active firms. The authors have included six case studies which allow the reader to undertake the role of CRM consultant in a 'learning by doing' approach. The book should be required reading for all business executives who desire a customer-oriented approach to success, and for all students of business who desire to gain insight into a relationship management approach which will become ever-more important in the years ahead.

A Handbook of Employee Reward Management and Practice
A Handbook of Employee Reward Management and Practice

Author: Michael Armstrong

Publisher: Kogan Page Publishers

Published: 2005

Total Pages: 500

ISBN-13: 9780749443436

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A practical handbook designed to provide guidance on the approaches that can be adopted in developing and managing reward strategies, policies and processes. Aligned to the CIPD's professional standards for employee reward, this book is an essential aid for students and lecturers as well as a practical aid for those concerned with developing and managing reward systems. Included is a lecturer's CD-Rom resource providing screens of key points to accompany the book. The book is written in a highly readable style and contains many check lists, diagrams and summaries.

New Dimensions in Pay Management
New Dimensions in Pay Management

Author: Michael Armstrong

Publisher: CIPD Publishing

Published: 2001

Total Pages: 278

ISBN-13: 9780852928837

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Are you paying your employees enough - or too much? How does your pay strategy affect vital organizational issues such as recruitment, retention and motivation? The selection of the most effective and appropriate pay structure for a particular organization has become increasingly difficult. How can you be sure that you have made the right decision? This manual addresses these issues and uses practical case studies and research to provide guidance on pay management. It examines: identifying the key concepts of pay; analyzing pay structures - broad-banded, job family and market-driven; managing relativities and pay progression; developing and introducing new pay; and evaluating pay structures.

Customer Service Training 101
Customer Service Training 101

Author: Renee Evenson

Publisher: AMACOM Div American Mgmt Assn

Published: 2011

Total Pages: 239

ISBN-13: 0814416411

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Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition ofCustomer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include "How Do I Measure Up?" self-assessments, and "Doing It Right" examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.

Introducing and Implementing IBM FlashSystem V9000
Introducing and Implementing IBM FlashSystem V9000

Author: Christophe Fagiano

Publisher: IBM Redbooks

Published: 2016-12-28

Total Pages: 698

ISBN-13: 0738442356

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The success or failure of businesses often depends on how well organizations use their data assets for competitive advantage. Deeper insights from data require better information technology. As organizations modernize their IT infrastructure to boost innovation rather than limit it, they need a data storage system that can keep pace with highly virtualized environments, cloud computing, mobile and social systems of engagement, and in-depth, real-time analytics. Making the correct decision on storage investment is critical. Organizations must have enough storage performance and agility to innovate as they need to implement cloud-based IT services, deploy virtual desktop infrastructure, enhance fraud detection, and use new analytics capabilities. At the same time, future storage investments must lower IT infrastructure costs while helping organizations to derive the greatest possible value from their data assets. The IBM® FlashSystem V9000 is the premier, fully integrated, Tier 1, all-flash offering from IBM. It has changed the economics of today's data center by eliminating storage bottlenecks. Its software-defined storage features simplify data management, improve data security, and preserve your investments in storage. The IBM FlashSystem® V9000 SAS expansion enclosures provide new tiering options with read-intensive SSDs or nearline SAS HDDs. IBM FlashSystem V9000 includes IBM FlashCore® technology and advanced software-defined storage available in one solution in a compact 6U form factor. IBM FlashSystem V9000 improves business application availability. It delivers greater resource utilization so you can get the most from your storage resources, and achieve a simpler, more scalable, and cost-efficient IT Infrastructure. This IBM Redbooks® publication provides information about IBM FlashSystem V9000 Software V7.7 and introduces the recently announced V7.8. It describes the product architecture, software, hardware, and implementation, and provides hints and tips. It illustrates use cases and independent software vendor (ISV) scenarios that demonstrate real-world solutions, and also provides examples of the benefits gained by integrating the IBM FlashSystem storage into business environments. This book offers IBM FlashSystem V9000 scalability concepts and guidelines for planning, installing, and configuring, which can help environments scale up and out to add more flash capacity and expand virtualized systems. Port utilization methodologies are provided to help you maximize the full potential of IBM FlashSystem V9000 performance and low latency in your scalable environment. This book is intended for pre-sales and post-sales technical support professionals, storage administrators, and anyone who wants to understand how to implement this exciting technology.