Kategoria BISAC: Business & Economics >> Industries - Service

This book invites the reader on a journey of discovery of service systems. From a Service-Dominant-Logic perspective, such systems are the building blocks of all economic activity, and innovation of new service systems holds the promise of a new industrial revolution. Users navigating web sites, customers interacting with intelligent mobile retail applications, patients interpreting advice from health-care professionals and other sources, students interacting with teachers and learning materials, city dwellers invoking smart service applications for transportation routing, and the...

While the investigations and reports which have followed recent health care scandals in the UK have highlighted the very important issue of addressing organizational culture and the need for more effective leadership at every level, patients and their families have struggled to comprehend how such things can occur in a health service that is supposed to be the envy of the world.

This book has been written to address both the why and the how, in the pursuit of excellence and accountability in health care leadership at all levels and in order to prescribe the most effective...

John Glaser has been an astute observer and recognized leader in the health care industry for over thirty years. He has written a regular column for Hospitals & Health Networks in which he comments on a wide range of topics, including improving organizational performance through health information technology (HIT), changes in HIT architecture, challenges in leveraging data, and the evolution of the role of IT leadership.

Glaser on Health Care IT: Perspectives from the Decade that Defined Health Care Information Technology is a collection of some of the most...

Big data is an emerging phenomenon that has enormous implications and impacts upon business strategy, profitability, and process improvements. All service systems generate big data these days, especially human-centered service systems. It has been characterized as the collection, analysis and use of data characterized by the five Vs: volume, velocity, variety, veracity, and value (of data).

This booklet will help middle, senior, and executive managers to understand what big data is; how to recognize, collect, process, and analyze it; how to store and manage it; how to obtain useful...

This book takes the position that organizations, such as businesses, government agencies, etc. form a special class of living system. As such they come into being, live through lifecycle stages, and can experience organizational health and various forms of organizational illness along the way. If the latter is frequent or extended, such organizations often die an untimely death. A services perspective can go a long way to combat this outcome and assist in maintaining organizational health. Allowing this perspective to permeate an organization induces a consideration of its genuine value...

This book is written through the lens of patients, caregivers, healthcare representatives and families, highlighting new models of interaction between providers and patients and what people would like in their healthcae experience. It will envision a new kind of healthcare system that recommends on how/why providers must connect to patients and families using HIT, as well as suggestions about new kinds of HIT capabilities and how they would redesign systems of care if they could. The book will emphasize best practices, and case studies, drawing conclusions about new models of care from the...

This book deals with a hospital's struggle to secure and maintain financial stability. In the story, the leadership team of a fictional hospital adopts the tools and principles associated with the Toyota Production System or Lean. The story takes the reader through leadership's arduous journey from rejecting the methodology to embracing it, to successful implementation. This book is important because many of our nation's hospitals are besieged with financial difficulties with declining reimbursement and the public is losing confidence in our hospital's ability to provide quality care...

Der 15. Band von -Forum Dienstleistungsmanagement- liefert Antworten auf zahlreiche Fragestellungen, die bei der Transformation vom Produkt- zum Dienstleistungsunternehmen aufgeworfen werden. Diese betreffen die Entwicklung von innovativen Dienstleistungsangeboten, die Finanzierung, das Marketing bis hin zu der Organisation und Fuhrung des sich zum Dienstleistungsanbieter entwickelnden Produktunternehmens. Renommierte Autoren zeigen, dass reine Produktangebote im heutigen Wettbewerb nicht mehr ausreichen, sondern - im Rahmen der Transformation zum Dienstleistungsunternehmen - zunehmend...

This book is the 3^rd volume in the Resilient Health Care series. Resilient health care is a product of both the policy and managerial efforts to organize, fund and improve services, and the clinical care which is delivered directly to patients. This volume continues the lines of thought in the first two books. Where the first volume provided the rationale and basic concepts of RHC and the second teased out the everyday clinical activities which adjust and vary to create safe care, this book will look more closely at the connections between the sharp and blunt ends. Doing so will...

The principle of personalisation appears in a range of current debates among design professionals, healthcare providers and educationalists about the implications of new technologies and approaches to consumer sovereignty for 'mass' provision. The potential of new technologies implies systems of provision that offer bespoke support to their users, tailoring services and experiences to suit individual needs. The assumption that individual choice automatically increases wellbeing has underlain the re-design of public services. Ubiquitous personalisation in screen-based environments gives...

As the healthcare market moves toward an era of patient engagement, population health and patient advocates, practitioners need a practical how-to guide that helps facilitate their teaching with patients and family members on not just writing down or accumulating a personal health record, but an interactive process that converts the personal health information into a data-driven decision-making process. Through numerous forms, templates and real life examples, the author provides the tools to help patients gather critical health information while minimizing their exposure to medical and...

This book, based on case studies in the healthcare sector, reveals a working strategy that explores a well-kept secret of top management: that a more balanced gender distribution on the boards of healthcare organizations results in an improvement of the organization's overall performance. Organizational success for healthcare institutions depends in part on insuring that an organization's management team possesses and reflects key characteristics that can predict that success. By further linking these characteristics to gender, the research suggests that it is reasonable to assume that an...

This book begins an adventure wherein the author outlines for us the particular shape our minds impose on that journey; he takes as his analytic, the human sensorium: the panoply of sensory channels (sight, hearing, touch, etc.) we use to grasp our world. His primary insight is that our sensorium does not, beyond immediate social groups, present smooth, mirror-like vistas of our socially networked world.

Contrariwise, he shows that this uniquely human array of channels presents a mosaic of disparate inputs with subtle fissures and sutures between and among them. That...

Professional services firms - from the legal sector to accountancy, consulting and beyond - face increased disruption. Service delivery models are under pressure to adapt to changing client expectations. Technology offers new ways of working with clients, but changes the skills profile required of professionals, and threatens the traditional people-centred business model. The Professional Services Leadership Handbook equips leaders, and aspiring leaders, with tools and insights both to tackle these long-term disruptive trends and to maximise their firm's profitability...