Bibliography

Parents

The Library

Children

# Key Concepts
## Timeline
###Authors
A Complaint is a Gift
ADKAR – A Model for Change in Business, Jeffrey M. Hiatt
Breakthrough Customer Service, Stanley A. Brown
Building Operational Excellence, Bruce Allen & Dale Kutnick
Business Continuity: Best Practices, Andrew Hiles, FBCI
CFO Architect of the Corporations Future, PricewaterhouseCoopers Financial & Cost Management Team
CISSP® Certification Passport (Security Management), Mike Meyers
Competitive Advantage, Michael E. Porter
Configuration Management Principles and Practices, Anne Mette Jonassen Hass
Cost & Effect, Robert S. Kaplan
Customer Relationship Management, Stanley A. Brown
Customer Service Training 101, Renee Evenson
Customer Service Training, Maxine Kamin
Customer.com, Patricia Seybold
Design & Management of Service Processes, Ramasawamy
Design for Six Sigma, Greg Brue
Foundations of Service Level Management, Rick Sturm, Wayne Morris, Mary Jander
Great Customer Service, Karr, Blohowiak
High Performance Benchmarking, H. James Harrington
Information Systems Control & Audit, Ron Weber
Information Technology Audit Handbook, Douglas Dayton
ISO 9000 Quality Systems Handbook, David Hoyle
IT Governance, Dr. Peter Weill
Lean Six Sigma for Service, Michael L. George
Logistics and Supply Chain Management, Martin Christopher
Make Success Measurable, Smith
Making Sense of Change Management, Esther Cameron and Mike Green
Managing Customer Value, Bradley T. Gale
Managing Service Industries, Peter Mills, 1986
Managing Services, Alan Nankervis
Managing the Customer Experience, Bernd H. Schmitt
Marketing Myopia by Theordore Levitt
Measuring the Business Value of Information Technology, David Sward
Moments of Truth, Jan Carlzon
Operations Management Strategy & Analysis, Lee J. Krajewski, Larry P. Ritzman
Out of the Crisis, W. Edwards Deming
Outside Innovation, Patricia B. Seybold
Perceived Control and the Service Encounter, John E. Bateson
Performance Scorecards, Richard Y. Chang
Planning and Control Systems – A Framework for Analysis, Robert N. Anthony
Principles of Service Marketing and Management, Christopher Lovelock & Lauren Wright
Product Design & Development, Ulrich & Eppinger
Product Development: Service Sector, Cooper, Edgett
Quality Assessment for Healthcare, Ned Barber Ph. D.
Service America!: Doing Business in the New Economy by Dr. Karl Albrecht
Service Breakthroughs: Changing the Rules of the Game
Service is Front Stage, James Teboul
Service Management – Strategy and Leadership in Service Businesses, Richard Normann
Service Management and Marketing, Christian Gronroos
Service Management and Operations, Haksever, Render, Russell, Murdick
Service Management Operations, Strategy & IT, James and Mona Fitzsimmons
Services Marketing - Integrating Customer Focus Across the Firm 6th Ed
Software Release Methodology, Michael E. Bays
Software Requirements, Karl E. Wiegers
Start with Why, Simon Sinek
Statistical Method from the Viewpoint of Quality Control, Walter A. Shewhart
Strategic Cost Management, John K. Shank & Vijay Govindarajan
Strategic Planning for the Small Business, Craig S. Rice
Strategy Maps, Robert S. Kaplan and David P. Norton
Taking Control of IT Costs, Sebastian Noakes
The ASQ Auditing Handbook Third Edition, ASQ Audit Division, Editor J.P. Russell
The Balanced Scorecard, Robert S. Kaplan and David P. Norton
The CMDB Imperative, Glenn O’Donnell and Carlos Casanove
The Complete Idiot’s Guide™ to New Product Development, Edwin E. Bobrow
The Cost Management Toolbox, Lianabel Oliver
The Deming Management Method - Mary Walton
The DNA of the Customer Experience, Colin Shaw
The Nordstrom Way to Customer Service Excellence, Robert Spector & Patrick McCarthy
The Only Thing That Matters: Bringing the Power of the Customer into the Center of Your Business, Karl Albrecht
The Outside-In Corporation, Barbara Bund
The Rational Manager, Charles H. Kepner, Benjamin B. Tregoe
The Root Cause Analysis Handbook, Max Ammerman
The Service Encounter, John Czapiel, Michael Solomon, Carol Surprenant
The Service Management Course: Cases and Readings
The Service Profit Chain, Heskett, Sasser & Schlesinger
The Six Sigma Way Fieldbook, Peter P. Pande, Robert P. Neuman, Roland R. Cavanagh
The Toyota Way Fieldbook, Jeffrey K. Liker and David Meier
Theory of Constraints, Eliyahu M. Goldratt
Thinking About Management, Theodore Levitt
Value Management Practice, Michael Thiry
Value-Based Cost Management for Healthcare, Kicab Castaneda-Mendez
What Customers Want : Using Outcome-Driven Innovation to Create Breakthrough Products and Services by Anthony Ulwick

Made with TheBrain