• James Saville
  • Howard Reid

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  • Learning Outcomes at the beginning of each chapter highlight the learning goals.
  • Chapter Overview sets the scene.
  • Activity Sheets assist students develop their practical skills.
  • Key Terms emphasize important vocabulary.
  • Management in Practice excerpts provide a practical workplace focus.
  • Chapter Summaries are linked closely to the learning outcomes and provide a useful study tool for students.
  • Multiple choice and Discussion questions provide students with the opportunity to consolidate their learning.
  • Case Studies allow students to practice their skills with workplace examples.
  • Glossary consolidates useful vocabulary in one place.

Table of contents

Module 1: Managing Customer Service.

1. Who is Your Customer?

2. Identifying Your Customer's Needs.

3. Developing Customer Skills.

Module 2: Managing For Productivity.

4. Organisation, People and Productivity.

5. Analyzing Organisations for Productivity Improvement.

Module 3: Innovation and Improvement.

6. Towards Continuous Improvement.

7. How Can We Improve?

Module 4: Managing Change.

8. Identifying the Need for Change.

9. Effecting Change.

Linking the Modules.

10. Anticipating New Work Practices.

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Published by Prentice Hall (September 14th 1995) - Copyright © 1995