Whilst digitisation is far from a new concept, many assume that simply introducing automation and information systems in various forms will be enough to make their organisation’s operations more efficient. This misconception can often lead to disarray and costly mistakes. Digital Transformation: Understanding Business Goals, Risks, Processes, and Decisions shows how to avoid such issues via careful consideration of what an enterprise really needs.Unlike many other books on digital ...

In democratic societies there is widespread acknowledgment of the need to incorporate citizens’ input in decision-making processes in more or less structured ways. But participatory decision making is balancing on the borders of inclusion, structure, precision and accuracy. To simply enable more participation will not yield enhanced democracy, and there is a clear need for more elaborated elicitation and decision analytical tools. This rigorous and thought-provoking volume draws on a stimu...

This book considers a broad range of areas from decision making methods applied in the contexts of Risk, Reliability and Maintenance (RRM). Intended primarily as an update of the 2015 book Multicriteria and Multiobjective Models for Risk, Reliability and Maintenance Decision Analysis, this edited work provides an integration of applied probability and decision making. Within applied probability, it primarily includes decision analysis and reliability theory, amongst other topics c...

Have you ever experienced a decision situation that was hard to come to grips with? Did you ever feel a need to improve your decision-making skills? Is this something where you feel that you have not learned enough practical and useful methods? In that case, you are not alone! Even though decision-making is both considered and actually is a very important skill in modern work-life as well as in private life, these skills are not to any reasonable extent taught in schools at any level. No w...

The excellent customer journey experience HANDBOOK FOR INTEGRATED MULTICHANNEL MANAGEMENT It continues to get tougher for executives in marketing, sales and service. Their departments refuse to cooperate with one another while the market is changing rapidly. The number of channels for communication and distribution continues to increase due to the on-going advances in digitalisation. Customers and prospects use increasing numbers of these channels in all imaginable combinations during thei...

Great marketing just got easierMarketing is about the relationship between an organization and its marketplace, and in particular its customers and potential customers. Customers are the lifeblood of a business; without customers a business has no future. In order to succeed and make a profit, a business must therefore aim to identify and satisfy the needs of its customers. The purpose of marketing is to help the business achieve these aims. In this book you will le...

Organisations increasingly look to project management to deal with short timeframes, tight budgets, changing requirements and risk management in everyday operations, as well as for major strategic projects. Project management knowledge and skills are now essential for professionals just about everywhere, from teachers, social workers and lawyers, to engineers, builders and accountants.Stephen Hartley's Project Management is based on the recognised global standard for proje...

This book is about strategic performance management for the Twenty-First Century organization. In a practical step-by-step approach it navigates readers though the identification, measurement, and management of the strategic value drivers as enables of superior performance. Using many real life case examples this book outlines how organizations can visualize their value creation, design relevant and meaningful performance indicators to assess performance, and then use them to extract real ...

Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value, and this major Handbook of CRM gives complete coverage of the key concepts in this vital field.It is about achieving a total understanding of the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it.Based on recent knowledge, it is underpinned by:* Clear and comprehen...

How can we ensure our strategy will succeed, especially in changing and uncertain times? The answer, as explained in Strategy Mapping for Learning Organizations, is to become a more responsive organization - one that captures its strategy in strategy maps, learns from that strategy and can adapt to deliver results. For anyone involved in managing strategy and performance, applying the powerful strategy mapping techniques will move your balanced scorecard from an operational tool to one of ...

Relationship Marketing: Creating Stakeholder Value extends the analysis of the change in the marketing rationale from a crude concern for increased market share to a strategy aimed at creating long-term profitable relationships with targeted customers.Offering a cutting edge vision of relationship marketing, Relationship Marketing: Creating Stakeholder Value is a seminal text for all students and managers in the field. With new up-to-date case mate...

Benchmarking for Best Practice uses up-to-the-minute case-studies of individual companies and industry-wide quality schemes to show how and why implementation has succeeded. For any practitioner wanting to establish best practice in a wide variety of business areas, this book makes essential reading. It is also an ideal textbook on the applications of TQM since it describes concepts, covers definitions and illustrates the applications with first-hand examples. Professor Mohamed Zairi is an...