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Delivering Cancer and Palliative Care Education
by Lorna Foyle Janis HostadThe quality of cancer and palliative care is going through unprecedented change and development as a result of policy initiatives. The impact of these policies on education is unparalleled and it is essential that clinicians and educationalists are aware of the policy formation processes and educational strategies that meet the demands of these changing times. This book takes a holistic approach to patient care and draws on the diverse experience in hospices and highlights best practice to present a comprehensive and practical guide. However, it does more. New topics are given an educational perspective; those with limited educational experience are given sound advice; the implication of policy change is outlined. This is an important book and one which should be read by all clinicians, educators and managers responsible for improving services in cancer and palliative care.
Delivering Cancer and Palliative Care Education
by Lorna Foyle Janis HostadThe quality of cancer and palliative care is going through unprecedented change and development as a result of policy initiatives. The impact of these policies on education is unparalleled and it is essential that clinicians and educationalists are aware of the policy formation processes and educational strategies that meet the demands of these changing times. This book takes a holistic approach to patient care and draws on the diverse experience in hospices and highlights best practice to present a comprehensive and practical guide. However, it does more. New topics are given an educational perspective; those with limited educational experience are given sound advice; the implication of policy change is outlined. This is an important book and one which should be read by all clinicians, educators and managers responsible for improving services in cancer and palliative care.
Delivering Collective Redress: New Technologies (Civil Justice Systems)
by Christopher Hodges Stefaan VoetThis book charts the transformative shifts in techniques that seek to deliver collective redress, especially for mass consumer claims in Europe. It shows how traditional approaches of class litigation (old technology) have been eclipsed by the new technology of regulatory redress techniques and consumer ombudsmen.It describes a series of these techniques, each illustrated by leading examples taken from a 2016 pan-EU research project. It then undertakes a comparative evaluation of each technique against key criteria, such as effective outcomes, speed, and cost. The book reveals major transformations in European legal systems, shows the overriding need to view legal systems from fresh viewpoints, and to devise a new integrated model.
Delivering Collective Redress: New Technologies (Civil Justice Systems)
by Christopher Hodges Stefaan VoetThis book charts the transformative shifts in techniques that seek to deliver collective redress, especially for mass consumer claims in Europe. It shows how traditional approaches of class litigation (old technology) have been eclipsed by the new technology of regulatory redress techniques and consumer ombudsmen.It describes a series of these techniques, each illustrated by leading examples taken from a 2016 pan-EU research project. It then undertakes a comparative evaluation of each technique against key criteria, such as effective outcomes, speed, and cost. The book reveals major transformations in European legal systems, shows the overriding need to view legal systems from fresh viewpoints, and to devise a new integrated model.
Delivering Data Analytics: A Step-By-Step Guide to Driving Adoption of Business Intelligence from Planning to Launch
by Nicholas KellyThe importance of data analytics is well known, but how can you get end users to engage with analytics and business intelligence (BI) when adoption of new technology can be frustratingly slow or may not happen at all? Avoid wasting time on dashboards and reports that no one uses with this practical guide to increasing analytics adoption by focusing on people and process, not technology. Pulling together agile, UX and change management principles, Delivering Data Analytics outlines a step-by-step, technology agnostic process designed to shift the organizational data culture and gain buy-in from users and stakeholders at every stage of the project. This book outlines how to succeed and build trust with stakeholders amid the politics, ambiguity and lack of engagement in business. With case studies, templates, checklists and scripts based on the author's considerable experience in analytics and data visualisation, this book covers the full cycle from requirements gathering and data assessment to training and launch. Ensure lasting adoption, trust and, most importantly, actionable business value with this roadmap to creating user-centric analytics projects.
Delivering Data Analytics: A Step-By-Step Guide to Driving Adoption of Business Intelligence from Planning to Launch
by Nicholas KellyThe importance of data analytics is well known, but how can you get end users to engage with analytics and business intelligence (BI) when adoption of new technology can be frustratingly slow or may not happen at all? Avoid wasting time on dashboards and reports that no one uses with this practical guide to increasing analytics adoption by focusing on people and process, not technology. Pulling together agile, UX and change management principles, Delivering Data Analytics outlines a step-by-step, technology agnostic process designed to shift the organizational data culture and gain buy-in from users and stakeholders at every stage of the project. This book outlines how to succeed and build trust with stakeholders amid the politics, ambiguity and lack of engagement in business. With case studies, templates, checklists and scripts based on the author's considerable experience in analytics and data visualisation, this book covers the full cycle from requirements gathering and data assessment to training and launch. Ensure lasting adoption, trust and, most importantly, actionable business value with this roadmap to creating user-centric analytics projects.
Delivering Development: Globalization's Shoreline and the Road to a Sustainable Future
by E. CarrCalls into question the very universal, unquestioned assumptions about globalization, development, and environmental change that undergird much of development and economic policy. Compels the reader to question conventional wisdom and explores alternative ways of achieving meaningful, enduring improvements to human well-being.
Delivering Distinctive Value in Emerging Economies: Efficient and Sustainably Responsible Perspectives from Management Researchers and Practitioners
by Thomas Anning-Dorson Sheena Lovia Boateng Richard BoatengThe idea behind editing this book is to present a contemporary reference that tells the story of how businesses and institutions in emerging economies are circumventing or can better circumvent institutional voids in order to create distinct value for consumers and develop resilient and sustainable economies. For this book, we gathered 24 contributions (or chapters) on new directions and strategies to create value in emerging economies. The contributions span thematic areas such as: COVID-19 and small businesses, social influencers and COVID-19 advocacy, artisan entrepreneurship, leadership and project success, internationalization and intellectual property, cultural artifacts in corporate branding, fintech adoption, mobile money and agriculture value chain, workplace fraud, ethical decision-making in accountancy, modeling early detection of mother’s mode of delivery, assessment of health systems in Africa, online platforms and patient empowerment, students’ academic engagement and technology, and continuous use of e-learning among professional accounting students. The authors of these contributions discuss the relevance of each chapter to its target audience (practitioners and students). They also outline the implications for practice and policy (where applicable) alongside the concluding arguments of their respective chapters. In effect, the 24 chapters offer key strategic directions for businesses, public sector institutions, non-governmental organizations, and international development institutions to be more efficient and sustainably responsible in delivering distinctive value in emerging economies. Emerging economies have become an opportune interest of practitioners, entrepreneurs and policy makers worldwide. Hence, a contemporary text which explores how to create and deliver distinct value in these economies is a must a read.
Delivering Distinctive Value in Emerging Economies: Efficient and Sustainably Responsible Perspectives from Management Researchers and Practitioners
by Richard Boateng Sheena Lovia Boateng Thomas Anning-DorsonThe idea behind editing this book is to present a contemporary reference that tells the story of how businesses and institutions in emerging economies are circumventing or can better circumvent institutional voids in order to create distinct value for consumers and develop resilient and sustainable economies. For this book, we gathered 24 contributions (or chapters) on new directions and strategies to create value in emerging economies. The contributions span thematic areas such as: COVID-19 and small businesses, social influencers and COVID-19 advocacy, artisan entrepreneurship, leadership and project success, internationalization and intellectual property, cultural artifacts in corporate branding, fintech adoption, mobile money and agriculture value chain, workplace fraud, ethical decision-making in accountancy, modeling early detection of mother’s mode of delivery, assessment of health systems in Africa, online platforms and patient empowerment, students’ academic engagement and technology, and continuous use of e-learning among professional accounting students. The authors of these contributions discuss the relevance of each chapter to its target audience (practitioners and students). They also outline the implications for practice and policy (where applicable) alongside the concluding arguments of their respective chapters. In effect, the 24 chapters offer key strategic directions for businesses, public sector institutions, non-governmental organizations, and international development institutions to be more efficient and sustainably responsible in delivering distinctive value in emerging economies. Emerging economies have become an opportune interest of practitioners, entrepreneurs and policy makers worldwide. Hence, a contemporary text which explores how to create and deliver distinct value in these economies is a must a read.
Delivering Dreams: A Century of British Film Distribution
by Geoffrey MacnabFilm Distributors are the unsung heroes of cinema. Without them, the film industry would grind to a halt. Drawing on the archives of the Film Distributors' Association (FDA), as well as on interviews with leading British distributors of today, Delivering Dreams tells the, largely unacknowledged, story of how films were, and are, brought to British cinema-goers. It profiles some of the most flamboyant and controversial figures involved in UK distribution over the last 100 years, ranging from the founders of huge companies to visionaries who have launched small art house labels. Geoffrey MacNab also explores how the sector has reacted to a rapidly changing market and technological environment, from the transition to sound in the late 1920s to the spectre of TV in the 1950s and the move to digital in the 2000s. Ranging from the films of Charlie Chaplin to The King's Speech, and published to coincide with the centenary of the FDA's creation in December 1915, this book highlights the crucial role that distributors have played in maintaining the solid foundations of the British film industry.
Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation
by Martin Hill-Wilson Carolyn BluntSocial Customer Service is new. Social Media is the biggest thing happening to the customer service industry since the mid 1960s when modern day call centres were born. It is taking customers and organisations into untested ways of relating: transparently, collaboratively, instantly. The consequences of great and poor service are forever changed. Customer appetite has promoted this form of interaction to the very front of a race to understand. How do digital brands and empowered customers actually behave? Social Customer Service has become Marketing’s R&D lab and a listening hub for the rest of the organisation. It is now where corporate reputations are most likely to be won and lost. ‘Delivering Effective Social Customer Service’ is a complete reference for achieving excellence in this new discipline. It caters to both novice and expert. It is perfect source material for service leaders and digital marketers to read together. Every CXO will recognise in the book a blueprint from which to build their next generation organisation. Even ambitious team leaders should snag a copy for instant subject matter expertise kudos! The centre of the book offers an in depth self-assessment of the competencies that matter. The book is jammed full of strategic insight, action lists, best practice tips and interviews. All the resources anyone needs to build a solid strategy and roadmap. Early adopter workshops based on the book have already taken place and will continue to be offered as another way of engaging with the book’s key lessons. An online resource of the reference material is also provided. Options for an online community are under consideration. This book is the first of its kind. A distillation of what has so far been collectively discovered. Then filtered and expanded through the collective experience of two leading authorities on customer service: Carolyn Blunt and Martin Hill-Wilson.
Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation
by Martin Hill-Wilson Carolyn BluntSocial Customer Service is new. Social Media is the biggest thing happening to the customer service industry since the mid 1960s when modern day call centres were born. It is taking customers and organisations into untested ways of relating: transparently, collaboratively, instantly. The consequences of great and poor service are forever changed. Customer appetite has promoted this form of interaction to the very front of a race to understand. How do digital brands and empowered customers actually behave? Social Customer Service has become Marketing’s R&D lab and a listening hub for the rest of the organisation. It is now where corporate reputations are most likely to be won and lost. ‘Delivering Effective Social Customer Service’ is a complete reference for achieving excellence in this new discipline. It caters to both novice and expert. It is perfect source material for service leaders and digital marketers to read together. Every CXO will recognise in the book a blueprint from which to build their next generation organisation. Even ambitious team leaders should snag a copy for instant subject matter expertise kudos! The centre of the book offers an in depth self-assessment of the competencies that matter. The book is jammed full of strategic insight, action lists, best practice tips and interviews. All the resources anyone needs to build a solid strategy and roadmap. Early adopter workshops based on the book have already taken place and will continue to be offered as another way of engaging with the book’s key lessons. An online resource of the reference material is also provided. Options for an online community are under consideration. This book is the first of its kind. A distillation of what has so far been collectively discovered. Then filtered and expanded through the collective experience of two leading authorities on customer service: Carolyn Blunt and Martin Hill-Wilson.
Delivering Entrepreneurship Education in Africa: New Perspectives
by Chux Gervase Iwu, Richardson ShambareEntrepreneurship education is crucial for economic development. However, its current focus on Western pedagogy raises concerns about its relevance in Africa. The lack of African-oriented definitions of entrepreneurship education may be connected to the limited interest in entrepreneurship as a career in the region. Unlike developed countries, where entrepreneurship drives innovative industries, African entrepreneurship is often driven by survivalist intentions. This raises questions about how entrepreneurship in Africa contributes to the economy without promoting creative innovation. Given these factors, evaluating the role of entrepreneurship education in this context is essential. Delivering Entrepreneurship Education in Africa brings together a collection of academic studies that offer an in-depth analysis of the current state of entrepreneurship education in Africa. The chapter authors engage discussions on how to make entrepreneurship education an attractive field of study for African students. The chapters critique the current teaching styles of entrepreneurship and suggests creative ways of improving entrepreneurship pedagogy while offering approaches to make it an attractive field of study. Delivering Entrepreneurship Education in Africa appeals to academics, teachers, researchers, policymakers, planners, curriculum designers and entrepreneurs.
Delivering Entrepreneurship Education in Africa: New Perspectives
by Chux Gervase Iwu Richard ShambareEntrepreneurship education is crucial for economic development. However, its current focus on Western pedagogy raises concerns about its relevance in Africa. The lack of African-oriented definitions of entrepreneurship education may be connected to the limited interest in entrepreneurship as a career in the region. Unlike developed countries, where entrepreneurship drives innovative industries, African entrepreneurship is often driven by survivalist intentions. This raises questions about how entrepreneurship in Africa contributes to the economy without promoting creative innovation. Given these factors, evaluating the role of entrepreneurship education in this context is essential. Delivering Entrepreneurship Education in Africa brings together a collection of academic studies that offer an in-depth analysis of the current state of entrepreneurship education in Africa. The chapter authors engage discussions on how to make entrepreneurship education an attractive field of study for African students. The chapters critique the current teaching styles of entrepreneurship and suggests creative ways of improving entrepreneurship pedagogy while offering approaches to make it an attractive field of study. Delivering Entrepreneurship Education in Africa appeals to academics, teachers, researchers, policymakers, planners, curriculum designers and entrepreneurs.
Delivering Excellent Service Quality in Aviation: A Practical Guide for Internal and External Service Providers
by Mario KossmannA practical and realistic guide for both external and internal service providers in an aviation context to implementing an effective way to control the service quality as perceived by their customers, Delivering Excellent Service Quality in Aviation is essential for those service providers that are not yet systematically managing their service quality. Offering a step-by-step and easy to understand framework, it also enables those service providers that are already proactively managing their service quality to build new techniques into current practice for maximum effect. By using this guide, decision-making as well as budget and capacity planning can be optimized and justified to any stakeholders in the service operation. Customer satisfaction can be improved considerably over time and, thereby, profits (or budget allocation for internal service providers). Crucially, the improvements the book provides can be systematically measured and easily disseminated throughout the organization, leading to increased levels of motivation amongst staff.
Delivering Excellent Service Quality in Aviation: A Practical Guide for Internal and External Service Providers
by Mario KossmannA practical and realistic guide for both external and internal service providers in an aviation context to implementing an effective way to control the service quality as perceived by their customers, Delivering Excellent Service Quality in Aviation is essential for those service providers that are not yet systematically managing their service quality. Offering a step-by-step and easy to understand framework, it also enables those service providers that are already proactively managing their service quality to build new techniques into current practice for maximum effect. By using this guide, decision-making as well as budget and capacity planning can be optimized and justified to any stakeholders in the service operation. Customer satisfaction can be improved considerably over time and, thereby, profits (or budget allocation for internal service providers). Crucially, the improvements the book provides can be systematically measured and easily disseminated throughout the organization, leading to increased levels of motivation amongst staff.
Delivering Fantastic Customer Experience: How to Turn Customer Satisfaction Into Customer Relationships
by Daniel LafrenièreIf you don’t offer great customer experience, your main competitors will take away 50% of your business. Period. Gone are the days in which businesses could simply offer an "OK" experience and get away with it. In today’s hypercompetitive environment, companies can no longer be just B2C or B2B. They must become B2Me – more personal, more relevant. With customers having higher expectations and access to more information than ever before, companies must create stellar, frictionless, personalized, and memorable customer experiences, if they plan to stay in the game. In this book, you will learn: • What customer experience truly is. • How emotions can increase customer loyalty…or make customers ditch a brand. • Which behaviors and attitudes lose customers. • Ten easy, practical, and proven ways to immediately improve your customer experience. • What renowned companies do to offer the best customer experience. This book is for anyone who works serving customers in a B2C company or other businesses in a B2B environment. Everyone has an important role to play in creating a good customer experience, whether it be managers, associates, sales reps, marketing professionals, web strategists, accountants, customer service reps, delivery people, or installers. No matter what role you play, this book offers easy tips, recommendations, and examples to help improve customer experience, realistically, sustainably, and affordably.
Delivering Fantastic Customer Experience: How to Turn Customer Satisfaction Into Customer Relationships
by Daniel LafrenièreIf you don’t offer great customer experience, your main competitors will take away 50% of your business. Period. Gone are the days in which businesses could simply offer an "OK" experience and get away with it. In today’s hypercompetitive environment, companies can no longer be just B2C or B2B. They must become B2Me – more personal, more relevant. With customers having higher expectations and access to more information than ever before, companies must create stellar, frictionless, personalized, and memorable customer experiences, if they plan to stay in the game. In this book, you will learn: • What customer experience truly is. • How emotions can increase customer loyalty…or make customers ditch a brand. • Which behaviors and attitudes lose customers. • Ten easy, practical, and proven ways to immediately improve your customer experience. • What renowned companies do to offer the best customer experience. This book is for anyone who works serving customers in a B2C company or other businesses in a B2B environment. Everyone has an important role to play in creating a good customer experience, whether it be managers, associates, sales reps, marketing professionals, web strategists, accountants, customer service reps, delivery people, or installers. No matter what role you play, this book offers easy tips, recommendations, and examples to help improve customer experience, realistically, sustainably, and affordably.
Delivering Happiness: A Path to Profits, Passion, and Purpose
by Tony Hsieh#1 NEW YORK TIMES AND WALL STREET JOURNAL BESTSELLERPay brand-new employees $2,000 to quitMake customer service the responsibility of the entire company-not just a departmentFocus on company culture as the #1 priorityApply research from the science of happiness to running a businessHelp employees grow-both personally and professionallySeek to change the worldOh, and make money too . . .Sound crazy? It's all standard operating procedure at Zappos, the online retailer that's doing over $1 billion in gross merchandise sales annually. After debuting as the highest-ranking newcomer in Fortune magazine's annual "Best Companies to Work For" list in 2009, Zappos was acquired by Amazon in a deal valued at over $1.2 billion on the day of closing.In DELIVERING HAPPINESS, Zappos CEO Tony Hsieh shares the different lessons he has learned in business and life, from starting a worm farm to running a pizza business, through LinkExchange, Zappos, and more. Fast-paced and down-to-earth, DELIVERING HAPPINESS shows how a very different kind of corporate culture is a powerful model for achieving success-and how by concentrating on the happiness of those around you, you can dramatically increase your own.To learn more about the book, go to www.deliveringhappinessbook.com.
Delivering High Performance: The Third Generation Organisation
by Douglas G. LongDouglas Long is the author of Third Generation Leadership and the Locus of Control which focused on the new understanding of what influences individuals’ values, world views and the behaviours needed to facilitate leadership fit for the future. Here, in Delivering High Performance, he concentrates on individual, unit and organisational performance when an organisation is using a Third Generation Leadership approach. Leaders constantly seek high performance and high levels of staff engagement; but achieving either depends on the competence and commitment of individuals or groups. The relationships between these factors are complex. Many people are competent to do things - they have the ability - but are not prepared to do them. They lack the willingness, confidence or motivation and the readiness to perform. You can even have the most committed and capable people in the world, yet still miss performance targets if there are issues with other factors impacting on performance. This book is a response to enquiries from those excited by the prospect of a Third Generation Leadership approach but who still have to grapple with performance issues - people who want to obtain and maintain high performing organisations. In that sense it builds on the new knowledge imparted in Third Generation Leadership and the Locus of Control. It is a ’How to ...’ book that gives the reader practical tools that can be immediately applied and activities that can be undertaken in order to develop and maintain the required or even the desired level of performance.
Delivering High Performance: The Third Generation Organisation
by Douglas G. LongDouglas Long is the author of Third Generation Leadership and the Locus of Control which focused on the new understanding of what influences individuals’ values, world views and the behaviours needed to facilitate leadership fit for the future. Here, in Delivering High Performance, he concentrates on individual, unit and organisational performance when an organisation is using a Third Generation Leadership approach. Leaders constantly seek high performance and high levels of staff engagement; but achieving either depends on the competence and commitment of individuals or groups. The relationships between these factors are complex. Many people are competent to do things - they have the ability - but are not prepared to do them. They lack the willingness, confidence or motivation and the readiness to perform. You can even have the most committed and capable people in the world, yet still miss performance targets if there are issues with other factors impacting on performance. This book is a response to enquiries from those excited by the prospect of a Third Generation Leadership approach but who still have to grapple with performance issues - people who want to obtain and maintain high performing organisations. In that sense it builds on the new knowledge imparted in Third Generation Leadership and the Locus of Control. It is a ’How to ...’ book that gives the reader practical tools that can be immediately applied and activities that can be undertaken in order to develop and maintain the required or even the desired level of performance.
Delivering Impact in Management Research: When Does it Really Happen? (Management Impact)
by Robert MacIntosh Katy Mason Nic Beech Jean M. BartunekImpact is of increasing importance to all researchers, given its growing centrality to those who fund, assess and use research around the world. Delivering Impact in Management Research sets out a detailed and nuanced analysis of how research impact is best delivered in practice. Starting with a rich conceptualisation, the authors move on to discuss models through which meaningful impact is framed and delivered. The book explains processes, skills and approaches to impact, along with examples and insights into potential pitfalls and solutions. Examples are drawn from around the world and systems such as the UK Research Excellence Framework (REF) are discussed as part of a key contribution to primary debates globally. A significant contribution to the long-standing discussion about relevance in business, management and organisation studies research, this concise book is essential reading for scholars and university administrators seeking to advance their understanding of delivering and demonstrating world-class research that matters.
Delivering Impact in Management Research: When Does it Really Happen? (Management Impact)
by Robert MacIntosh Katy Mason Nic Beech Jean M. BartunekImpact is of increasing importance to all researchers, given its growing centrality to those who fund, assess and use research around the world. Delivering Impact in Management Research sets out a detailed and nuanced analysis of how research impact is best delivered in practice. Starting with a rich conceptualisation, the authors move on to discuss models through which meaningful impact is framed and delivered. The book explains processes, skills and approaches to impact, along with examples and insights into potential pitfalls and solutions. Examples are drawn from around the world and systems such as the UK Research Excellence Framework (REF) are discussed as part of a key contribution to primary debates globally. A significant contribution to the long-standing discussion about relevance in business, management and organisation studies research, this concise book is essential reading for scholars and university administrators seeking to advance their understanding of delivering and demonstrating world-class research that matters.
Delivering IT and eBusiness Value
by Leslie Willcocks Valerie Graeser'Delivering Business Value from IT' is focused on the evaluation issue in IT and how IT evaluation can proceed across the life-cycle of any IT investment and be linked positively to improving business performance. Chapters 1,2 and 3 detail an approach to IT evaluation whilst chapters 4 and 5 build on these by showing two distinctive approaches to linking IT to business performance. The remaining three chapters deal with a range of evaluation issues emerging as important - specifically Internet evaluation, Y2K and beyond, EMU, quality outsourcing, infrastructure, role of benchmarking, and cost of ownership issues that practitioners regularly encounter.
Delivering IT and eBusiness Value
by Leslie Willcocks Valerie Graeser'Delivering Business Value from IT' is focused on the evaluation issue in IT and how IT evaluation can proceed across the life-cycle of any IT investment and be linked positively to improving business performance. Chapters 1,2 and 3 detail an approach to IT evaluation whilst chapters 4 and 5 build on these by showing two distinctive approaches to linking IT to business performance. The remaining three chapters deal with a range of evaluation issues emerging as important - specifically Internet evaluation, Y2K and beyond, EMU, quality outsourcing, infrastructure, role of benchmarking, and cost of ownership issues that practitioners regularly encounter.