War and conflict are a reality of life throughout the world. While much is written about the impact of violence and disorder, how people and organisations adapt to these environments is poorly understood. This book tells the often hidden story of people managing, delivering services and sustaining economies through and beyond violent conflict. It is written for both general readers and academic specialists, combining first person interviews, insights from ‘witness seminars; and informal co...

That public services exhibit unpredictability, novelty and, on occasion, chaos, is an observation with which even a casual observer would agree. Existing theoretical frameworks in public management fail to address these features, relying more heavily on attempts to eliminate unpredictability through increased reliance on measurable performance objectives, improved financial and human resource management techniques, decentralisation of authority and accountability and resolving principal-ag...

“Dream, Believe, Dare, Do . . .”Though four simple words, this carefully crafted credo lies at the heart of Walt Disney’s enviable empire and has led The Walt Disney Company to prosperity for decades.As foremost experts on Disney, authors Bill Capodagli and Lynn Jackson return with an updated and expanded third edition of The Disney Way to show how organizations can incorporate this four-pillared credo to support any business, drive any team, and g...

Practical, concise help for dealing with customers: The book and its accompanying eLearning course and Certification paves the way for the Best Customer Experience by Redefining and Improving Customer Experience: An Innovative Strategy by the Industry Leader in Effective Customer Service Training.We deal with Excellent, and not-so-good customer service every day. Customer Service is always on the agenda. However, these two words involve so much more than simply serving customers. I...

Since 9/11, business and industry has paid close attention to security within their own organizations. In fact, at no other time in modern history has business and industry been more concerned with security issues. A new concern for security measures to combat potential terrorism, sabotage, theft and disruption -- which could bring any business to it's knees -- has swept the nation. This has opened up a huge opportunity for private investigators and security professionals as consultants. M...

In a world moving towards services, driving service productivity is a central challenge for leaders and members of all types of organisations: for service businesses there is a clear need to be “productive”, but it is far less clear what this exactly means. In this book, we invite you on a journey that explores the ways, tools and options for driving service productivity. We take an innovator’s perspectives and look at the tricky challenge of service productivity as a landscape of options ...

Looks at the bigger picture, and the future trends that are going to affect the global business world over the next few years. The author analyses traditional themes such as technology and sustainability but also takes into consideration the effects of developments in other areas such as health, education and demographics

Communications is key to the success of disaster mitigation, preparedness, response and recovery. Accurate information disseminated to the general public, to elected officials and community leaders, and to the media reduces risk, saves lives and property, and speeds recovery. The ability to communicate is no longer an afterthought or a luxury; timely communication is now as important as logistics or the pre-deployment of materials. Planning and controlling the flow of information before, d...

Across Africa, growing economic inequality, instability and urbanization have led to the rapid spread of private security providers. While these PSPs have already had a significant impact on African societies, their impact has so far received little in the way of comprehensive analysis.Drawing on a wide range of disciplinary approaches, and encompassing anthropology, sociology and political science, Private Security in Africa offers unique insight into the lives and experi...

The first public parks were created on urban 'greenfields'. Once these designated sites had been used, cities looked towards post-industrial sites, and built parks in places that had suffered from environmental degradation, neglect, abandonment and conflict. With finite stocks of urban post-industrial land now also approaching exhaustion, more ways of making parks are required to create inclusive, accessible and resilient urban places. Future Park invites Australian built environment professi...

In Bringing Value to Healthcare: Practical Steps for Getting to a Market-Based Model, Rita Numerof and Michael Abrams lay out the roadmap to a healthcare system that is accountable for delivering optimal patient outcomes at a sustainable cost. This is the handbook for payer, provider, pharmaceutical, and medical device executives seeking to preserve today‘s profitability while positioning their organizations for success in the very different markets of tomorrow. The book‘s guidance is illu...

This brand new textbook presents a new approach to the teaching and understanding of global health. It describes the shared opportunities but also the problems that we all face, wherever we live, and the particular needs of the poorest people in every society. Covering subjects from epidemics and climate change, the need to staff and resource health services appropriately, the rich potential of science and technology, and the impacts of social and political change in the world around us, a...