From The Happy Sheet To The Bottom Line

This book is designed to share the knowledge and expertise we have developed over the last ten years in helping our cutomers to solve the challenge of evaluating the return on investment from organisational development activities. It includes details of our approach, using our unique Performance Improvement Cycle(c), a number of case studies in leadership and coaching showing how it is possible to increase impact and measure return on investment from soft skills interventions, and a simple step by step guide to adopting the process. Our methodology, The Peformance Improvement Cycle(c) has recently been developed into a software solution, making the process even more efficient and this is described in the final chapter. Our process and system offer all stakeholders a range of beneifts including: Executives will see how investment in development is impoving the performance of the Organisation. Managers see how results improve through having a more skilled and effective workforce. Employees can demonstrate their own effectiveness through a consistent application of new sikills and learning. Learning and Development Professionals will see their function viewed as a profit centre rather than a cost centre. "Your book is concise and is presented in the format readers need. The approach summarised in your performance-improvement cycle is an excellent way to structure the process in easy-to-understand steps. " Jack Phillips ROI Institute "The book sets out a crystal clear case for straightforward ROI and two things in particular stand out; how vital it is to set objectives upfront before any training interventions are designed and the vital supportive role of senior/line managers. Peter Honey Publications

Ideal for an introductory course in financial accounting in health care, this essential text provides current and future healthcare managers with a solid foundation in the financial accounting and analysis skills needed within health care organizations. With Accounting Fundamentals for Health Care Management, students will learn how to assess financial information, ask the appropriate questions, and understand the jargon-laden answers. Key Features: Updated throughout to reflect the new Financial Accounting Standards Board (FASB) accounting standards, including implicit and explicit price concessions. Additional end-of-chapter questions and practice problems give student opportunities to apply chapter concepts Microsoft® Excel instruction has been enhanced with additional Excel screen shots and explanation

责任者取自版权页。

This book is for any manager who wants to improve the link between the investment his or her organization makes in training and the return it brings to the bottom line.

On few occasions in the history of modern management have leadership skills been in such sharp focus as they are now. The ability to direct often very large and diverse organizations; to make sense of the complex and turbulent markets and environments in which you operate; and to adapt and learn seems at an all time premium. The premise behind the fifth edition of this influential Handbook is that leadership, management and organizational development are all parts of the same process; enhancing the capacity of organizations, whatever their size, and the people within them to achieve their purpose. To this end, the editors have brought together a who's who of current writers on leadership and development and created the definitive single volume guide to the subject. The perspectives that the text provides to leadership, learning and development, embrace the formal and the informal, cultures and case examples from organizations of all kinds; and offers readers a rigorous, readable and, where appropriate, ground-breaking book. In the 14 years since the fourth edition of this classic book, very much has changed. But the need for this Handbook is as strong as ever and the Fifth Edition of Gower Handbook of Leadership and Management Development is set to become a definitive read for senior managers and those who develop them and an essential reader for the management students aspiring to become the next generation of leaders.

Maggie Havergal and John Edmonstone's Facilitator's Toolkit provides your organization with a resource on which every manager can draw. The authors explain the basic skills of facilitation, how and when to use them (and not to use them). The main part of the manual then offers a Toolkit of almost 100 tools for facilitation; tools for organizing groups; tools for strategic thinking; tools for problem solving; diagnostic tools; tools for managing people, including other facilitators; tools for decision making; tools for planning; tools for managing conflict and dealing with problems, situations or people.

It's a Service World. To succeed long-term, companies must retain and grow their customer base. The Effective Manager's Handbook for Customer Service Success is the tool that will give every manager insight into successful customer service, from people to processes, from motivation to measurement. Including 52 quick and enlightening customer service tips plus weekly motivational quotes from business leaders and philosophers, the Handbook can be an asset to your company. The Handbook also offers an action-oriented Weekly Service Notebook. This tool encourages simple but effective daily documentation of service successes to recognize employee performance. You can also document symptoms of poor service, the complaints and issues often identified but more often forgotten that become chronic to your company. Documenting symptoms enables you to focus improvement efforts and maximize customer retention. Whether the action is to recognize great employee service or attack a recurring customer service issue, use this tool to document successes and symptoms. Review and act weekly. Constantly strive to improve your bottom line by improving your customer service. Every company in the world can improve its customer service. This book, in your hands, can help you begin Improving Your Bottom Line by Improving Your Customer Service...today!