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Customising Stakeholder Management Strategies: Concepts for Long-term Business Success

Margit Huber ; Martina Pallas (eds.)

Resumen/Descripción – provisto por la editorial

No disponible.

Palabras clave – provistas por la editorial

Management

Disponibilidad
Institución detectada Año de publicación Navegá Descargá Solicitá
No detectada 2006 SpringerLink

Información

Tipo de recurso:

libros

ISBN impreso

978-3-540-31318-2

ISBN electrónico

978-3-540-31319-9

Editor responsable

Springer Nature

País de edición

Reino Unido

Fecha de publicación

Información sobre derechos de publicación

© Springer Berlin · Heidelberg 2006

Cobertura temática

Tabla de contenidos

TRI*M: Generating Insight, Traction and Credibility at Comet

Phil Tysoe; Oliver Lucas

There is a lot of room for extending the functionality of SharePoint. In this chapter, I’ve shown you a lot of techniques, including the following:

We covered a lot of material in this chapter, but all of it is worth your attention. Enhance the marketability and productivity of your firm by personalizing SharePoint within your small business. Good luck, and happy customizing! Please feel free to share your customized Share-Point installs with me—I’m always interested.

Pp. 1-10

Quality Management and Customer Retention

Margit Huber; Joachim Scharioth

There is a lot of room for extending the functionality of SharePoint. In this chapter, I’ve shown you a lot of techniques, including the following:

We covered a lot of material in this chapter, but all of it is worth your attention. Enhance the marketability and productivity of your firm by personalizing SharePoint within your small business. Good luck, and happy customizing! Please feel free to share your customized Share-Point installs with me—I’m always interested.

Pp. 11-26

How to Use TRI*M in a Six Sigma Project

Christine Theodorovics

There is a lot of room for extending the functionality of SharePoint. In this chapter, I’ve shown you a lot of techniques, including the following:

We covered a lot of material in this chapter, but all of it is worth your attention. Enhance the marketability and productivity of your firm by personalizing SharePoint within your small business. Good luck, and happy customizing! Please feel free to share your customized Share-Point installs with me—I’m always interested.

Pp. 27-42

Public Sector TRI*M – Helping to Deliver Best Value

Mandy Littlewood; Anna Dudleston

In the provision of local services, local authorities are in the unenviable position of being required to allocate scarce public resources in an efficient and effective way across a wide range of competing services. Local authorities also need to fulfil their commitment to continuous improvement in public services and the delivery of Best Value, while keeping public expenditure within reasonable limits.

The results shown above demonstrate how the Council can prioritise resources in the short and medium term. We have suggested concentrating efforts of the areas that appear to be most important for customers (with high Stated Importance and high Real Relevance) but which the Council is not excelling at the moment. We have also suggested secondary emphasis to be placed on ‘Hidden Opportunities’.

Of course, local authorities always need to counterbalance their own strategic and policy objectives alongside public opinion. It may be that political imperatives mean that resources need to be directed towards some ‘Hygienics’ or ‘Potentials?/Savers?’ areas. These may be key policy areas, such as traffic calming in residential areas, improving communication with customers and tackling crime and fear of crime.

This paper shows how the TRI*M Analysis can also be used to inform the budgeting priorities local authorities must make, allowing them to spend their available resources in areas that would appear to be of most concern to local residents and impact most on their views of the Council’s performance. Using TRI*M as a service prioritisation tool can, therefore, directly contribute to the goals of continuous improvement and the delivery of Best Value services.

Pp. 43-60

Customer Satisfaction with Commerzbank’s Retail Banking

Michael Schroth

There is a lot of room for extending the functionality of SharePoint. In this chapter, I’ve shown you a lot of techniques, including the following:

We covered a lot of material in this chapter, but all of it is worth your attention. Enhance the marketability and productivity of your firm by personalizing SharePoint within your small business. Good luck, and happy customizing! Please feel free to share your customized Share-Point installs with me—I’m always interested.

Pp. 61-79

The Czech Beer Market: A Brief Introduction — Understanding Consumers and Customer Needs

Zuzana Heleyová

There is a lot of room for extending the functionality of SharePoint. In this chapter, I’ve shown you a lot of techniques, including the following:

We covered a lot of material in this chapter, but all of it is worth your attention. Enhance the marketability and productivity of your firm by personalizing SharePoint within your small business. Good luck, and happy customizing! Please feel free to share your customized Share-Point installs with me—I’m always interested.

Pp. 81-88

Measuring and Monitoring Stakeholder Relationships: Using TRI*M as an Innovative Tool for Corporate Communication

Susanne O’Gorman; Peter Pirner

There is a lot of room for extending the functionality of SharePoint. In this chapter, I’ve shown you a lot of techniques, including the following:

We covered a lot of material in this chapter, but all of it is worth your attention. Enhance the marketability and productivity of your firm by personalizing SharePoint within your small business. Good luck, and happy customizing! Please feel free to share your customized Share-Point installs with me—I’m always interested.

Pp. 89-100

Customer Satisfaction and Retention Improves with Six Sigma

Lynnette Leathers

Employing proven methodologies such as customer satisfaction and loyalty as measured by TRI*M with Six Sigma has the potential to provide focus on those attributes that are Critical to Quality. This will reduce variation, improve quality, improve customer satisfaction, increase customer retention, and provide the baseline for continuous improvement.

Pp. 101-116

Focus on Loyalty

John Salusbury

There is a lot of room for extending the functionality of SharePoint. In this chapter, I’ve shown you a lot of techniques, including the following:

We covered a lot of material in this chapter, but all of it is worth your attention. Enhance the marketability and productivity of your firm by personalizing SharePoint within your small business. Good luck, and happy customizing! Please feel free to share your customized Share-Point installs with me—I’m always interested.

Pp. 117-124

The Customer as Process Manager: Utilization of the TRI*M Methodology to Continually Increase Customer Satisfaction

Anja Regnat; Fabian Schwarz

There is a lot of room for extending the functionality of SharePoint. In this chapter, I’ve shown you a lot of techniques, including the following:

We covered a lot of material in this chapter, but all of it is worth your attention. Enhance the marketability and productivity of your firm by personalizing SharePoint within your small business. Good luck, and happy customizing! Please feel free to share your customized Share-Point installs with me—I’m always interested.

Pp. 125-133