Customer Experience (CE) is becoming seen as a key component of business strategy, yet knowing the practical steps of what to do can be tricky. The Customer Experience Book helps you understand where you are now, what to do, and how to improve for your business.From Customer Journey Mapping to using Big Data, this is the ultimate Customer Experience manual for businesses, whatever the size of your company. Split into two parts, you’ll discover:Why cus...

Managing people is difficult wherever you work. But in the tech industry, where management is also a technical discipline, the learning curve can be brutal—especially when there are few tools, texts, and frameworks to help you. In this practical guide, author Camille Fournier (tech lead turned CTO) takes you through each stage in the journey from engineer to technical manager.From mentoring interns to working with senior staff, you’ll get actionable advice for approaching various o...

Organizational Project Portfolio Management: A Practitioner’s Guide offers a generic, practical methodology and tool kit to design, build, and manage a balanced portfolio at any level of the enterprise. These techniques can be used irrespective of business industry, where the portfolio management group is located within the organizational hierarchy, or the type of projects contained. Nominated for the PMI® 2014 David I. Cleland Project Management Literature Award

Master the art of effective delegation.You know you need to delegate some of your work so that you have time to focus on the things that require your expertise. But it's not easy to do. Delegating Work quickly walks you through the fundamentals of:Establishing a productive environmentAssigning the right work to the right peopleConducting an effective hand-off meetingMonitoring without micromanagi...

Step-by-Step, Full-Color Graphics!Start using SharePoint 2010 right away--the QuickSteps way. Color screenshots and clear instructions make it easy to ramp up on the latest release of Microsoft's powerful collaboration platform. Follow along and quickly learn how to use a SharePoint site, add pages and web parts, create and manage lists and libraries, and integrate with and collaborate using Microsoft Office applications. You'll also find out how to customize pages with SharePoin...

Head First Agile is a complete guide to learning real-world agile ideas, practices, principles.What will you learn from this book?In Head First Agile, you'll learn all about the ideas behind agile and the straightforward practices that drive it. You'll take deep dives into Scrum, XP, Lean, and Kanban, the most common real-world agile approaches today. You'll learn how to use agile to help your teams plan better, work better together, write better c...

Managing Stakeholder Expectations for Project Success provides a practical approach to managing those things that matter most for project success—stakeholder expectations, communication, risk, change, and quality—so that scope, schedule, and cost end up on target and the project’s intended benefits for the organization are realized.This unique desk reference shows how to utilize the best practices, concepts, and methodologies found in PMI’s PMBOK® Guide, a...

The Project Management Book addresses the real-life scenarios and issues that anyone responsible for managing a project is likely to face on a day to day basis. It provides solutions to the everyday issues involved in managing projects, including:Defining your projectUnderstanding your role as a project managerDealing with external problemsLearning from Lean and Six SigmaDelivering projects in times of changeIt also i...

Traditional strategy assumes stability and predictability. Today's world is better characterised by turbulence, uncertainty, novelty and ambiguity - conditions that contribute disruptive changes and trigger the search for new ways of coping. This book aims to become the premier guide on how to do scenario planning to support strategy and public policy. Co-authored by three experts in the field, the book presents The Oxford Scenario Planning Approach (OSPA). The approach is both intellectua...

A watermelon seems green on the outside but it is red on the inside. As well as in reports, there are some indicators that are presented as if they were green due to flaws made in metrics calculation or wrong calculation function. As a result, Project Monitoring is damaged and Control is not activated to solve a problem, but, way more than a problem, a red light means a cry for help, it means a monitoring alert sent so a control action can be taken. Such a logic sequence in first of all mo...

Providing new knowledge on risk analysis and simulation for megaprojects, this book is essential reading for both academics and practitioners. Its focus is on technical descriptions of a newly developed dynamic systems approach to megaproject risk analysis and simulation. This is backed up by a discussion of the methodology as applied in a comprehensive case study on the Edinburgh Tram Network (ETN) project. The book informs both academic researchers and megaproject stakeholders with the l...