Getting Results

ISBN-13: 9780340947357 / Angielski / Miękka / 2009 / 256 str.

Bernice Walmsley

Opis

Whether you are building your career as a manager by taking professional qualifications or you simply want to enhance your management skills this Instant Manager title, based on one of the six national occupational standards for managers, is exactly what you need Including a fascinating interview with Ruth Spellman CBE, CEO of the Chartered Management Institute, this is an inexpensive, concise but above all authoritative guide to getting results. Based on ten key questions, each chapter ends with a summary and action checklist to crystallize what you have learnt. The portable format allows you to carry the book wherever you go and to fit learning and development into your busy work life. Getting Results provides a readable and practical introduction to the subject, including: Managing a project and/or projects Managing processes Marketing for non-specialists Solving service; problems Improving customer service Understanding your market Putting customers first Managing customer service; Improving performance. Backed by the authority of the Chartered Management Institute, this is an essential addition to the manager's library.

Spis treści

• : Foreword (by CMI)
• : Chapter 1-Introduction
• : Chapter 2-How can you manage processes and projects to get results?
• : Chapter 3-Who are your customers?
• : Chapter 4-Why is good customer service important?
• : Chapter 5-Do you have customer service problems?
• : Chapter 6-How can you improve customer service?
• : Chapter 7-How can you be sure customers are satisfied?
• : Chapter 8-Why does quality matter?
• : Chapter 9-Have you got the right product or service?
• : Chapter 10-What does it take to generate sales?
• : Chapter 11-How can you improve performance in your organisation?
• : Chapter 12-The Companion Interview: Ruth Spellman CBE on getting results
• : Further information and reading

O autorze

Bernice Walmsley is trained in psychology and specialises in business, management, careers, education and self-help. She has written many successful books on a wide range of topics.

The Chartered Management Institute is the only chartered professional body that is dedicated to management and leadership. They are committed to raising the performance of business by championing management and to ensuring managers have the confidence and knowledge to do their job to the best of their ability, to equip them with the necessary skills to deal with the challenges and decisions they face throughout their career and to realise the full potential of managers and their organisations.