Purdue University Press - Innovation is our Pressing Mission

Sets out to explain the concept of "telebusiness," looking into a variety of areas in which the telephone can be more fully integrated. Explores related aspects of marketing, and discusses information technology resources such as automation, telemarketing, and computer telephony integration. Also examines business management and people management activities associated with the telephone, such as information flow, customer service, and selling. Includes example forms.

"Demonstrates how science and technology can be managed more purposefully in order to meet well-defined business objectives, focusing on the failure of R&D teams to respond to the desires of consumers and how to avoid such discontinuities." -Book News, Inc.

This book is an examination of the contemporary ethical problems of business in a philosophical context. It analyzes various types of capitalism, in particular, the Anglo-American type which is practiced primarily in the English-speaking world, and is exemplified by the commercial and financial systems of Wall Street and the City of London. This analysis includes an examination of the corporation, the ethics of the stock market, the morality of takeovers, and the problem of business and the environment.

With the emergence of the call center as a mission-critical part of the corporate customer service strategy, management of the call center has moved from a reactive "fire-fighting" style to a more proactive tactical style of professional management. Management requires real-time, focused measurement of process variables. Measurements drive behavior, and "you get what you measure and reward." The primary purpose of this book is to provide new professional call center managers with a methodology for "managing their call center by the numbers."

Though its orientation is British (Guirdham is affiliated with Westminster U., UK, formerly as head of the School of Business), this guide can nevertheless be useful for an American audience, in particular for managers and professionals who need to communicate well in this era of business globalization and increasing diversity in the workforce. Coverage includes how cultures differ, universals versus culture, intercultural communication theories, and skills for working with diversity and for working abroad. The appendix contains extracts form the U.S. State Department's Human Rights Reports 1996 regarding discrimination policies and practices in France, Germany, Italy, and the UK. Book News, Inc

This book provides a basic primer on how to create successful and effective teams. It is appropriate for large, medium, or small non-profit or for-profit organizations. The practical tips included in this book detail a wide array of team-oriented helpful hints. These practical application tools can be utilized to improve teams if they already exist. If teams do not exist, it provides a step-by-step process in creating a team-oriented environment, such as how to create a team culture in the organization and a specific organizational design that will make teams more effective. It also covers the essentials of teamwork that are critical to making teams effective.

In six simple steps, Downtown Parking Made Easy will show you how to review, manage, design, and promote your parking system to ensure convenient parking for downtown shoppers and other visitors.

Through case studies, detailed illustrations, a pricing matrix, and a list of contacts, you'll find answers to your questions, including the following: How are other downtowns organizing and managing their parking systems? How can I keep downtown workers out of the best parking spots? How can one publicize the availability of downtown parking? Where should our downtown's long-term parking be located. How should we set parking rates downtown?

"Advocates that the only elements that count in any enterprise are the quality of the leadership and the quality of the people, and that it is the task of the leaders to create the environment in which all people are energized to work together for the benefit of the enterprise and themselves." - Book News, Inc.

Amid the burgeoning literature on business ethics, Ethics and Empowerment provides an important lead in taking a well-known everyday management notion such as "empowerment" and using it to make "ethics" more relevant and accessible to the business world.

Funding Downtown Promotions will show you how to raise the money you need for downtown marketing and promotions, then it will show you how to make those dollars go farther with sponsorships, vendor fees, co-op advertising, volunteers, and more.

This easy-to-use manual contains sample forms, letters, budgets, and detailed case studies - everything you need to get started raising money for your downtown promotions. You'll learn how to get local and national sponsors, defray costs with vendor fees, increase membership and participation, run successful fundraising programs, use a business improvement district, stretch your budget with volunteers, and share the cost of advertising.

Guide to Customer Service Teams shows you step-by-step how to build a team-based customer service department. Based on the experiences of best-practice companies, you'll be able to create a team environment to boost service quality and rep performance. You'll get the answers to all of your questions, including: What are the benefits of moving to a team-based operation?

You'll learn from actual case studies how other companies have benefited from transitioning to teams. You'll see how reps have been empowered, how rep performance, morale and motivation have increased, and how customer satisfaction and job satisfaction have skyrocketed.

Listening to the Voice of the Customer is the only how-to manual that takes you step by step through the design, implementation, and analysis of a customer satisfaction measurement program. Throughout the book you will find very specific tips and advice based on the author's experience with developing and implementing customer satisfaction measurement programs.

Motivating customer service reps and keeping them motivated has always been a problem - now there is a solution!

You have a few highly motivated customer service representatives. The others are okay, but if they would run like clockwork, your organization would have a real competitive edge. This resource will help you motivate your customer service reps and keep them motivated. It's Motivating Customer Service Employees, a hands-on guide to improving morale, motivation, and productivity in your customer service department. It's filled with the information you need to find, train, motivate and retain good customer service employees.

Whether you are looking for simple, inexpensive programs that you can use right away or comprehensive, long-range programs, you'll find them in Motivating Customer Service Employees.

Does your downtown have a cluster of businesses that provide specific products or services? How about furniture and home furnishings? Antiques? Children's wear? Arts and entertainment? Upscale boutiques? Thrift shops? Or do you have a particular group of customers? What about college students, office workers, retirees, parents with young children?

Then you have a downtown niche - one of the most powerful tools available for downtown revitalization.

Nicbe Strategies for Downtown Revitalization will take you step-by-step through the process of identifying current or potential niches in your downtown. It will show you how to use them as the focus for downtown organization, promotion and recruitment, and it will give you the tools you need to use this powerful revitalization strategy in your downtown.

Essays explore the origins of the current situation in global financial capital from the perspectives of economics, geography, international law, and international politics. Specific topics include offshore and the structural enablement of sovereignty, international banking and offshore finance, and offshore finance and citizenship. Includes case studies on tax havens, such as Malaysia, Malta, and South Africa. Mark P. Hampton is a senior lecturer in economics at the University of Portsmouth. Abbott is a lecturer in international studies at Nottingham Trent University. - Book News, Inc.

Operational Research in Industry brings together the experience and expertise of an international group of consultants, researchers, and academics. The book gives practical examples of cross-industry management and covers many different industrial sectors. The selected applications particularly highlight areas where the global market and competition play a crucial part in the decision-making process. The authors' methodologies utilize the tools at the forefront of operational research, especially in modeling, optimization, and data mining. Each chapter describes models, introduces solution techniques, and reports the benefits of implementation. The whole text represents a valuable and up-to-date reference for technical managers, operational researchers, scientists, teachers, and practitioners.

Partner Risk addresses the downside of strategic alliances. Many companies desire to utilize strategic alliances as a useful business mechanism, yet neglect to examine the managerial and operational problems that accompany them. Therefore, the author focuses on the nature of strategic alliances combined with the concept of partner risk.

In order to understand the key factors of strategic alliance downfalls, the three underlying causes of partner risk (the proclivity for tactics, intramural competition, and the zero-sum mindset) are discussed, followed by the presentation of a set of plus-sum solutions to failure of strategic alliances. The book ends with a guide to continuing the plus-solutions to enhance trust and communication.

Provides a practical approach to creating and implementing cost-effective business process, focusing on key elements of a robust business plan. Defines core business processes needed in a successful process-driven organization, and offers checklists of essential criteria for designing the process. Contains chapters on customer development, the production introduction process, and supply chain, project, and finance management. The author has worked with leading aerospace, automotive, and industrial component manufacturers.

The program planning process is made up of four key elements: program organization planning, schedule planning, cost planning, and performance planning. The key to understanding and quantifying programs is coming to the realization that program progress is both sequential at the micro-level and nonlinear at the macro-level. The four primary phases of the management process, planning execution, analysis, and adjustment may be performed at the same time because different activities within the program advance at varying rates. Also provided are several tools to help process evaluation, including sample questionnaires, a research observation form, and data mapping instruments.

Training your reps can be time-consuming, expensive, and demanding. Now we've made it quick, inexpensive, and easy. If you've ever heard one of your reps mishandle a telephone call, you know the importance of good training. Now there's help ...

It's SkillSharpener: Training for the Frontline. Each volume comes packed with 19 half-hour interactive training sessions guaranteed to interest your reps and improve their skills. And best of all, you don't have to be a trainer to use these sessions, because each session includes the following:

Each workbook starts with a training guide and schedule so that you can plan your training for an entire year. Then you'll find sessions on the key topics you need:

Your reps will learn everything from how to handle an angry customer to how to communicate effectively with e-mail. We put together our most requested training sessions in these two easy-to-use manuals which should be on every manager's desk.

In the introduction to her book, Rosanne D'Ausilio asserts: �We have lots of talk covering technical information and training, software, hardware, new systems--a whole new language, in fact. But what about the people? They are too often dropped out of the picture as people, and I want to call this to your attention because we, the people, make the difference!�