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Managers need to be able to make sense of data and to use it selectively to answer key questions: Why has quality fallen in the last week? Should we subcontract or employ more people? What will consumer demand be in the future? They need to be able to assess the value of data and to detect what is and what isnt spin. The focus is on analysing numbers. On their own, figures tell us very little. To become meaningful they need to be processed and analysed and it is the patterns that emerge from this that provide the information that is needed for decision-making. The book is arranged in four themes. It starts by considering the value of information in organisations and by assessing how effectively the information is used in a management role. It then goes on to look at different options for presenting figures so that trends become clearer and patterns simpler to spot. As well as making data easier to interpret, the techniques the book presents are valuable communication tools that will help the reader use information more effectively with others. The last two themes then provide a toolkit of techniques that you can use to investigate situations and help solve problems. These include statistical and operational techniques as well as computer tools. Like any toolkit, the key to using it properly lies in knowing not only what each tool does but when to use it. This book will help the reader to develop this ability by applying the methods that are described within a business context.

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Marketers, creative writers, and individuals for whom copywriting forms part of their job are often required to produce innovative and engaging copy in a short space of time. Creativity is not always to hand, and therefore on some occasions additional help is required to find the right phrase, description or slogan. Gabay's Copywriting Compendium contains a wealth of inspiring tips, ideas and descriptions to aid the writing process, such as advice on spelling and grammar, examples of rhyming words, suggested euphemisms, and odd facts.

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Now fully revised and in its third edition, this comprehensive best-selling text, Introducing Management: A Development Guide, explains the principles and practice of management and is ideal for both new and existing managers to assist them in their role. The text incorporates the latest innovations in management thinking and reflects the changes within the management standards. This is an essential resource for those undertaking qualifications at S/NVQ at Level 3.<p>The learning development is clearly structured in each chapter to include:-Objectives, Insights, Case Studies, Examples, Review Your Learning, Back to Work, allowing the user to check their understanding and apply the concepts and principles to their own work situation.

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This book presents cutting-edge research and thinking on agile information systems. The concept of agile information systems has gained strength over the last 3 years, coming into the MIS world from manufacturing, where agile manufacturing systems has been an important concept for several years now. The idea of agility is powerful: with competition so fierce today and the speed of business so fast, a companys ability to move with their customers and support constant changing business needs is more important than ever. Agile information systems: have the ability to add, remove, modify, or extend functionalities with minimal penalties in terms of time, cost, and effort  have the ability to process information in a flexible manner  have the ability to accommodate and adjust to the changing needs of the end-users.This is the first book to bring together academic experts, researchers, and practitioners to discuss how companies can create and deploy agile information systems. Contributors are well-regarded academics known to be on the cutting-edge of their fields.The Editor, Kevin Desouza, has organized the chapters under three categories:  discussion of the concept of agile information systems (i.e. defining agile information management, its attributes, antecedents, consequences, etc.) discussion of information systems within the context of agility (i.e., descriptions of agile information systems and their attributes, how to build agile information systems, etc.) discussion of organizational management issues in the context of agile information systems (i.e., how to prepare the organization for agile information systems, management of agile information systems for improved organizational performance, etc.)

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The book provides a tool kit for managers tasked with raising performance and sustaining motivation. Organisations are being judged by the way in which they accommodate the needs of the individual in work and life-style terms. In this context, the smart employer will not only be looking to develop policies that retain talent through recognising their work-life issues, they will be equipping their managers to manage that talent in ways which maximise the contribution that individual can make. The text introduces managers to techniques largely drawn from Brief Therapy (De Shazer & Berg). Brief Therapy is used in the UK, but primarily by social workers, psychologists and counsellors. It's application to work settings is now growing. The attraction of a Solution Focussed approach to coaching is that it offers pragmatic tools that help managers structure helping conversations. The book presents the principles of solution focussed thinking in a language that is readily understandable by managers, and shows how those principles can be applied to a range of issues which managers may find themselves facing as willing or enforced coaches. The book places coaching as an activity which can be done as part of the daily process of management.

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This book aims to be a showcase for cutting edge research offering a high-edited selection of the best paper submitted to the 2006 tourism conference at the University of Surrey, which itself is a celebration of 40 years of tourism education at the University. The emphasis of the book is on contributions which offer new insights and approaches to tourism research rather than case studies or applications of existing research methods to new contexts, and this is where the book is unique.

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Customer Service Intelligence uses a wide range of management and educational theories to provide different approaches that can be incorporated as part of the customer service trainers toolkit. Concepts such as:  emotional intelligence  behaviour modification  role modelling  dimensions of procedure and conviviality  expectancy theory  socio-cultural concepts of (service) community  customer service as dynamic 'object' in activity theory  Zen mindfulness all form the basis of training design in different contexts. Some trainers are dealing with new employees in fast food environments, others are retraining engineers in customer service provision as part of a strategic marketing initiative. This book enables the trainer to review the context for training and select the most appropriate approach to take. The training design is thus carefully thought through for maximum impact on the audience. Professionalism in customer service training is essential for the growth of many industries. This complex and challenging task is assisted by these perspectives, recommendations and case studies.

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This book is a must-read for anyone responsible for projects and initiatives that span functional and geographical divides. Authors Moran and Youngdahl bring extensive experience and learning from industry practice to present a clear and straightforward treatment of the leadership skills and knowledge required to lead projects that are global in nature. They have written the first book of its kind to address the three essential skills of global project leaders - strategic project management, project leadership, and cross-cultural leadership. The authors argue that global project leadership is an essential skill in our project-based world and that we are all either intentional or accidental project leaders. Intentional project leaders pursue formal project management education and even certification whereas accidental project leaders find themselves leading global project and initiatives as a result of a special assignment or promotion. Moran and Youndahl have found that the vast majority of global projects leaders fall into the accidental category and have written the book to be accessible to those who have not necessarily pursued formal project management education. Experienced intentional project managers can skip the single chapter on project management fundamentals to move to the more advanced chapters addressing topics such as influencing without formal authority across functional and geographical boundaries and leading global projects at the edge of crisis.   The only book that combines themes of strategic project management, project leadership and cross-cultural leadership  Rich with examples and stories to illustrate key skills and knowledge required to lead global projects

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An Introduction to e-Business provides the contemporary knowledge of the key issues affecting the modern e-business environment and links theory and practice of management strategies relating to e-business. This book brings together the most cogent themes for an introduction to e-business and constitutes a valuable contribution to formalising common themes for teaching the subject in higher education. It brings together theoretical perspectives based on academic research and the application of e-business strategies. These concepts are further explored in the six case studies that follow the set chapters. This new textbook integrates the main themes to provide a complete picture of the key elements relevant to an introductory text in e-business. To fully appreciate the e-business environment it is necessary to understand the links between the different disciplines that come together to form

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Beginning AutoCAD 2006 is a course based on learning and practising the essentials of 2D drawing using AutoCAD. Bob McFarlanes hands-on approach is uniquely suited to independent learning and use on courses. The focus on 2D drawing in one book ensures the reader gets a thorough grounding in the subject, with a greater depth of coverage than tends to be available from general introductions to AutoCAD. As a result, this book provides a true, step-by-step, detailed exploration of the AutoCAD functions required at each stage of producing a 2D drawing  an approach often not found in the many software reference guides available.The emphasis on learning through doing makes this book ideal for anyone involved in engineering, construction or architecture  where the focus is on productivity and practical skills. The author has also matched the coverage to the requirements of City and Guilds, Edexcel (BTEC) and SQA syllabuses.New features in AutoCAD 2006 are covered in this book including: DYN (dynamic input showing coordinate position and lengths  an important new feature of the latest AutoCAD software), as well as new commands in the Modify and Dimension tool set. The result is a useful refresher course for anyone using AutoCAD at this level, and those upgrading to the new software release. The course is also designed to be fully relevant to anyone using other recent releases, including AutoCAD 2005.

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Traditionally, international business (IB) texts survey the field from a USA perspective, going on to compare the USA to the rest of the business world. This text addresses IB from a purely multinational perspective. International Business is examined from the USA angle, going on to address IB issues from other countries perspectives, what we call the Reverse Perspective.The authors interview business executives and politicians from a number of countries including the USA, Canada, Mexico, Brazil, Colombia, Argentina, India, Hong Kong, Taiwan, China, Japan, South Korea, Germany, Italy, and Russia. These interviews are incorporated at appropriate points in the text providing first-hand information and practical insight.Cases include: Air Arabia, Gap, Diebold Inc, Matsushita, AMSUPP, NIKE, China Eastern Airlines, Luton & Dunstable Hospital, Harley Davidson, Cassis de Dijon, Green investments in Belize, Chicago Food and Beverage Company, Advanced Software Analytics

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This is the only publication that presents a modern interpretation of the Classical Orders. The new edition of this successful title now includes the proportions in both metric and imperial measurements to make the orders more accessible and to provide a valuable reference for designers.The inclusion of both 100-part and 96-part systems of proportion is underpinned by an essay on James Gibbs - one of the 18th century authors of standardized proportioning systems - and his influence in America. Along with additional plates, this book gives aclear introduction to those not familiar with the classical genre and is an easy to follow guide which assists architects, interior designers and conservators with the quality of their design.

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"Real time Collaboration Enterprise" is the new business model for market domination. Billions of dollars will be spent in this field, and by 2007 the majority of Global 1000 enterprises will be deploying real-time collaboration business processes to be a core of their business portfolios. Based on their extensive experience with cutting-edge technology, the authors discuss how to successfully implement collaboration commerce solutions, reporting lessons learned from leading companies such as P&G, Astra Zeneca, SAP, and Microsoft.

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Jose Claudio Terra, Cindy Gordon, Heidi Collins

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This book is the story of how four busy executives, from different backgrounds and different perspectives, were surprised to find themselves converging on the idea of narrative as an extraordinarily valuable lens for understanding and managing organizations in the twenty-first century. The idea that narrative and storytelling could be so powerful a tool in the world of organizations was initially counter-intuitive. But in their own words, John Seely Brown, Steve Denning, Katalina Groh, and Larry Prusak describe how they came to see the power of narrative and storytelling in their own experience working on knowledge management, change management, and innovation strategies in organizations such as Xerox, the World Bank, and IBM. Storytelling in Organizations lays out for the first time why narrative and storytelling should be part of the mainstream of organizational and management thinking. This case has not been made before. The tone of the book is also unique. The engagingly personal and idiosyncratic tone comes from a set of presentations made at a Smithsonian symposium on storytelling in April 2001. Reading it is as stimulating as spending an evening with Larry Prusak or John Seely Brown. The prose is probing, playful, provocative, insightful and sometime profound. It combines the liveliness and freshness of spoken English with the legibility of a ready-friendly text. Interviews will all the authors done in 2004 add a new dimension to the material, allowing the authors to reflect on their ideas and clarify points or highlight ideas that may have changed or deepened over time.

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Stephen Denning, Katalina Groh, John Seely Brown, Laurence Prusak

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Introduction to Residential Layout is ideal for students and practitioners of urban design, planning, engineering, architecture and landscape seeking a comprehensive guide to the theory and practice of designing and laying out residential areas.Mike Biddulph provides a clear and coherent framework from which he offers comprehensive practical advice for designers of housing developments. Referring to a wealth of international examples, this is a richly illustrated, accessible resource covering the whole range of issues that should be considered byanyone engaging in the planning and design of a new residential scheme.A successful residential development must work on many levels  financial, social and environmental. This book includes analysis of commercial viability, the importance of place making, environmental sustainability and designing accessibility. Mike Biddulph details successful approaches to designing out crime and maximising permeability as part of an integrated approach to urban design.Highly illustrated throughout, this work will show you how to turn design aspirations and principles into practical design solutions. Written without preconceptions, Introduction to Residential Designhighlights the strengths and weaknesses of particular design solutions to encourage both depth of thought and creativity.Mike Biddulph is Senior Lecturer in Urban Design at Cardiff University

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In the past 10 years mobile phones have gone from being high-end gadgets only the wealthy could afford to an essential accessory, now owned by a large portion of the population of the world. The integration of the Internet, mobility and communications at the device, service and transport level has created a new set of business opportunities. Mobile marketing has become a mainstream marketing tool and marketers must now identify and reach their mobile audience. This book is designed to teach marketeers how to tap into this potential. Mobile Marketing is as different from traditional marketing as Internet marketing was, and this book outlines methods and techniques for: * Defining and implementing a wireless marketing strategy * Making sense of what can be a technically and commercially confusing industry* Providing a wealth of carefully chosen international cases and examples to demonstrate techniques in the real world Written by experienced practitioners with experience of advising major international companies on both strategy and individual campaigns in the mobile sector it is an essential guide and reference for professional marketeers.

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Creating the Discipline of Knowledge Management

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In this book Dr. Michael Stankosky, founder of the first doctoral program in knowledge management, sets out to provide a rationale and solid research basis for establishing Knowledge Management (KM) as an academic discipline. While it is widely known that Knowledge is the driver of our knowledge economy, Knowledge Management does not yet have the legitimacy that only rigorous academic research can provide. This book lays out the argument for KM as a separate academic discipline, with its own body of knowledge (theoretical constructs), guiding principles, and professional society. In creating an academic discipline, there has to be a widely accepted theoretical construct, arrived at by undergoing scholarly scientific investigation and accompanying rigor. This construct becomes the basis for an academic curriculum, and proven methodologies for practice. Thus, the chapters in this book bridge theory and practice, providing guiding principles to those embarking on or evaluating the merits of a KM program. As a methodology itself for undertaking the development of a body of knowledge, a KM Research Map was developed to guide scholars, researchers, and practitioners. This book presents this map, and showcases cutting-edge scholarship already performed in this nascent field by including the dissertation results of eleven KM scholar/practitioners.

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Most museums collections contain a wide variety of natural materials, and a diverse range of knowledge is necessary to keep so many types of objects at their best. This book studies the composition, structure and properties of natural materials such as wood, paper, amber, coral and feathers, and discusses the potential hazards they face, as well as the appropriate conservation techniques to use for each. Providing plenty of detail in an easily accessible format, Natural Materials is a useful resource for students, professionals and collectors alike.

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In a world of increasing uncertainty it is vital that managers within the tourism industry are equipped with superior decision making skills and expertise necessary to deal with crisis conditions.Tourism Crises provides an effective synthesis of crisis management and tourism research with a solid theoretical foundation. It examines the principles and practices of crisis management within the context of tourism as a multi-sector industry. Using up to date international case studies, it tackles the following areas: Political disturbance: the relationship between politics and tourism and political inspired tourism crises. Social unrest: host-guest relations and tourists as targets of unrest Economic instability: crises arising from fluctuating exchange rates and lack of investor confidence Environmental conditions: natural disasters and health crises Technological crises; transport accidents and crises arising from technical failure Corporate crises. Human resource issues and questions of financeWith a user-friendly learning structure, each chapter will assess the presence of and tendency towards particular types of crisis, supported by a series of examples and cases, which describe organisational situations, challenges and responses. Approaches to managing crises will be assessed and appropriate tools and techniques of crisis management are explored, enabling readers to gain an insight into this critical aspect of tourism decision making and equipping them with the skills and expertise necessary to deal with crisis conditions.

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Understanding the Communication Process in the Workplace

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Super series are a set of workbooks to accompany the flexible learning programme specifically designed and developed by the Institute of Leadership & Management (ILM) to support their Level 3 Certificate in First Line Management. The learning content is also closely aligned to the Level 3 S/NVQ in Management. The series consists of 35 workbooks. Each book will map on to a course unit (35 books/units).