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Service management / Paul GEMMEL / Paris : Pearson (2013)
Titre : Service management : an integrated approach Type de document : Livre Auteurs : Paul GEMMEL, Éditeur scientifique ; Bart Van LOOY, Éditeur scientifique ; Roland Van DIERDONCK, Éditeur scientifique Mention d'édition : 3rd ed. Editeur : Paris : Pearson Année de publication : 2013 Importance : 505 p. ISBN/ISSN/EAN : 978-0-273-73203-7 Prix : 72 EUR Note générale : Index Langues : Anglais (eng) Mots-clés : Management
SERVICES DIVERS SECTEUR ; MANAGEMENTRésumé : This third edition of Service Management: An Integrated Approach provides a comprehensive insight into the service management industry, exploring the nature and importance of services in today’s economies. Over 75 per cent of graduates currently find work in the service industries, but there are very few books that deal specifically with the subject of service management. Paul Gemmel, Bart Van Looy, and Roland Van Dierdonck delve into the question of how service firms can create value for their customers by relying on four D’s: Define, Design, Deliver and Develop service activities. The definition stage stresses the importance of being explicit about the value envisaged by service activities and anchoring this in a service concept. In line with this service concept, services need to be designed and delivered by integrating processes which involve service employees and customers alike. No single service concept – nor the implied service delivery system – is made to last forever. In the final part of the book, avenues that allow the development of the service concept in a sustainable manner are introduced.
Based on a series of research workshops with academics and practitioners at the Service Management Centre of the Vlerick Leuven Gent Management School and at the Center for Service Intelligence of Ghent University, the authors have produced in-depth case studies and survey research to develop a thorough understanding of the specific challenges and issues of service management today. This third edition retains and builds on the original’s distinctive features:
Real-life examples and short case descriptions
Clear objectives and chapter summaries
A guiding framework to translate the concepts into practice
Selected reading list
In addition to this, the content has been expanded to reflect service industry advances in areas such as service blueprinting, service experience management, service branding, service innovation and servitisation. Service Management is an invaluable resource for both students and practitioners who wish to gain an understanding of this wide-ranging subject.Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=155567 Exemplaires(1)
Code-barres Cote Support Localisation Section Disponibilité 044647 658/GEM Livre Library Campus de Reims Salle de lecture Disponible Service Management / Cengiz HAKSEVER / Londres : PEARSON EDUCATION (2013)
Titre : Service Management : An integrated approach to supply chain management and operations Type de document : Livre Auteurs : Cengiz HAKSEVER, Auteur ; Barry RENDER, Auteur Editeur : Londres : PEARSON EDUCATION Année de publication : 2013 Importance : XXII; 485 p. ISBN/ISSN/EAN : 978-0-13-308877-9 Prix : 77 EUR Note générale : Index. Langues : Anglais (eng) Mots-clés : Management
LOGISTIQUE ; CHAINE LOGISTIQUE ; MANAGEMENTRésumé : Tie customer-driven strategies to service operations and process management, and sharpen your focus on creating customer value throughout your entire service organization! This comprehensive, multidisciplinary reference thoroughly covers today's most effective theories and methods for managing service organizations, drawing on innovative insights from economics, consumer behavior, marketing, strategy, and operations management. Leading experts Cengiz Haksever and Barry Render provide crucial insights into emerging service operation and supply chain topics, reinforcing key points with up-to-date case studies. Service Management contains a valuable chapter-length introduction to linear and goal programming and its services applications; and also addresses many other topics ignored by competitive texts, such as:
Service SCM methods and approaches
Focusing on customers and their service purchase behavior
Service productivity
Managing public and private nonprofit service organizations
Vehicle routing and scheduling
Ethical challenges to SCM
Service Management will be an invaluable resource for senior and mid-level managers throughout any service organization, and for students and faculty in any graduate or upper-level undergraduate program in service management, service operations management, or operations managementPermalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=154155 Exemplaires(1)
Code-barres Cote Support Localisation Section Disponibilité 044083 658/HAK Livre Library Campus de Reims Salle de lecture Disponible
Titre : Services management : an integrated approach Type de document : e-book Auteurs : Paul GEMMEL ; Bart van LLOY ; R. van DIERDONCK Mention d'édition : Third edition. Editeur : Paris : Pearson Année de publication : 2013 Importance : xxxii, 505 p. ISBN/ISSN/EAN : 978-0-273-73218-1 Langues : Anglais (eng) Mots-clés : Management
MANAGEMENT ; SERVICE SECTEURIndex. décimale : E-book Résumé : Over 75% of graduates currently find work in the service industries, but there are very few books that deal specifically with the subject of service management. This third edition of Services Management provides a comprehensive insight into the industry and its' importance in today's economies. The book is based on three central strands of services management: customers, employees and operations. The final part of the book addresses the issue of performance management and service strategy. Based on a series of research workshops with academics and practitioners at the Service Management Centre, De Vlerick School of Management, University of Ghent, the authors have produced in-depth case studies and survey research to help students to develop a thorough understanding of the specific challenges and issues of service management today. Services Management third edition is ideal for Service Management students within a Business or Tourism degree, but also of great interest to operations, management, marketing and general business students Nombre d'accès : 1 En ligne : http://www.vlebooks.com/vleweb/product/openreader?id=Neoma&accId=9169105&isbn=97 [...] Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=157204 Le SIRH / Patrick STORHAYE / PARIS : DUNOD (2013)
Titre : Le SIRH : Enjeux, facteurs de succès, perspectives Type de document : Livre Auteurs : Patrick STORHAYE ; Jean-Marie PERETTI, Préfacier, etc. Editeur : PARIS : DUNOD Année de publication : 2013 Collection : Fonctions de l'entreprise : ressources humaines Importance : 249 p. Présentation : ill. ISBN/ISSN/EAN : 978-2-10-059921-9 Prix : 26 EUR Langues : Français (fre) Mots-clés : Management
GESTION DES RESSOURCES HUMAINES ; SYSTEME D'INFORMATION ; MANAGEMENTIndex. décimale : 161.55 GESTION DES RESSOURCES HUMAINES Résumé : Cet ouvrage présente des clés pour comprendre le SIRH et ses propriétés, les enjeux du SIRH et des recommandations pratiques. Note de contenu : Bibliogr. p. 239-242, index, glossaire Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=110449 Exemplaires(1)
Code-barres Cote Support Localisation Section Disponibilité J1122 161.55 STO Livre Library Campus de Rouen Salle de lecture Disponible Les situations difficiles au travail / Matthieu POIROT / ELSEVIER MASSON (2013)
Titre : Les situations difficiles au travail : Gestion des risques psychosociaux Type de document : Livre Auteurs : Matthieu POIROT Editeur : ELSEVIER MASSON Année de publication : 2013 Collection : Pratiques en psychothérapie : Santé psy et travail Importance : 148 p. Présentation : ill. ISBN/ISSN/EAN : 978-2-294-73519-6 Prix : 29 EUR Mots-clés : Management
CONFLIT DU TRAVAIL ; RELATIONS DU TRAVAIL ; PERSONNALITE ; MANAGEMENT DU RISQUE ; CHANGEMENT ORGANISATIONNEL ; RELATIONS INDIVIDUELLES DU TRAVAILIndex. décimale : 164.56 PSYCHOLOGIE SOCIALE Résumé : L'ouvrage revient sur les situations difficiles au travail, pouvant résulter de facteurs organisationnels, individuels ou relationnels. Il permet de les analyser selon ces trois approches et d'en évaluer les risques. Il présente les bonnes pratiques à mettre en place pour prévenir ce type de situations. Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=109935 Exemplaires(2)
Code-barres Cote Support Localisation Section Disponibilité 045660 158.7/POI Livre Library Campus de Reims Salle de lecture Disponible J1895 164.56 POI Livre Library Campus de Rouen Salle de lecture Disponible La SNCF en réflexion / Rachel BEAUJOLIN-BELLET / L'Harmattan (2013)PermalinkSociologie des outils de gestion / Eve CHIAPELLO / Paris : EDITIONS LA DECOUVERTE (2013)PermalinkPermalinkLe storytelling pas à pas / Wilfried GERBER / Paris : VUIBERT (2013)PermalinkPermalinkStrategic Management / Mason CARPENTER / Pearson (2013)PermalinkPermalinkStratégie et Business Models / Benoit DEMIL / Harlow : PEARSON (2013)PermalinkSuccessful Event Management / Shone ANTON / CENGAGE LEARNING (2013)PermalinkSustaining cultural development / Biljana MICKOV / Farnham : GOWER (2013)PermalinkThe Innovator's Dilemma : When New Technologies Cause Great Firms to Fail / Clayton CHRISTENSEN / HARVARD BUSINESS REVIEW PRESS (2013)PermalinkThe little book of big management theories ... and how to use them / James MCGRATH / Harlow : PEARSON (2013)PermalinkThird sector performance / Graham MANVILLE ; Richard GREATBANKS / Farnham : GOWER (2013)PermalinkTo change or not to change / Ralf WETZEL / LANNOO CAMPUS (2013)PermalinkTransforming A Change Management Organisation / John CRAWFORD / CREATESPACE INDEPENDENT PUBLISHING PLATFORM (2013)PermalinkValeur(s) & Management / Hugues POISSONNIER / Paris : EDITIONS EMS (2013)PermalinkVisual leaders / David SIBBET / John Wiley & Sons (2013)Permalink10 règles d'or du manager [Les] / Eric DELAVALLEE / EYROLLES (2012)Permalink100 premiers jours d'une opération de fusion-acquisition [Les] / David BRAULT / DE BOECK (2012)PermalinkL'accordeur de talents / Jean-Pierre DOLY / PARIS : DUNOD (2012)Permalink
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