Издержки производства, связанные с поддержанием в работоспособном состоянии используемых систем, машин, оборудования.
Современный экономический словарь
Лучший сервис - это отсутствие сервиса. Как избавить клиента от необходимости в обслуживании и сэкономить деньги компании Спросите себя: чего хотят клиенты, проснувшись утром? Связаться с сервисным отделом компании или просто пользоваться ее продуктами и услугами? Ответ очевиден, не так ли? Безупречный, с точки зрения клиента, сервис незаметен - эта идея лежит в основе книги "Лучший сервис - это отсутствие сервиса. Как избавить клиента от необходимости в обслуживании и сэкономить деньги компании". Чтобы достичь подобного уровня сервиса, необходимо кардинально изменить поведение, стратегию и систему оценки. Усилия будут оправданы: результатом станет повышение уровня удовлетворенности не только клиентов, но и персонала, снижение эксплуатационных расходов и, как следствие, рост прибыли. Авторы полностью меняют традиционный взгляд на культуру обслуживания, предлагают конкретные инструменты и методы. Книга будет интересна руководителям компаний, специалистам по продажам, а также всем сотрудникам отделов по обслуживанию клиентов.
Essentials of CRM: A Guide to Customer Relationship Management (Essentials Series) ESSENTIALS OF CRM Full of valuable tips, techniques, illustrative real-world examples, exhibits, and best practices, this handy and concise paperback will help you stay up to date on the newest thinking, strategies, developments, and technologies in CRM. "Once again, Bryan Bergeron proves that he is ahead of the curve when it comes to understanding the value of customer relationships. This remarkable book is geared not only toward corporate executives with mega-investments in CRM, but can also be successfully applied to the street corner vendor. His articulate and sensitive style brings this highly involved subject matter to a level we can all understand." ?Michael Cusack, author of Online Customer Care: Strategies for Call CenterExcellence "Managing relationships with customers has become a critical organizational competency. Bergeron has done a superb job of presenting the breadth, complexity, and nature of CRM. This book provides a fabulous and...
Cost Control for the Hospitality Industry, 2nd Edition In this text, a leading hospitality educator and industry consultant gives readers the means to ensure customer satisfaction and produce acceptable profit margins. Two new chapters review different methods of cost control strategy and operations, including information systems and computerized cost control.
E-Business and ERP: Rapid Implementation and Project Planning Strategies for Cost-Effective E-Business ERP Implementation?in the Shortened Time Horizons of the Internet Age The need for seamless Enterprise Resource Planning (ERP) and e-business implementation is nothing new. What is new is the shorter time frames that now dominate the organizational landscape. Projects that used to take years to complete must now be up and running in a matter of months or even weeks. Moreover, they must be done successfully?the first time. E-Business and ERP is the first book to detail the many aspects of organizing an ERP or e-business project for rapid implementation. This comprehensive guidebook?produced by an experienced manager of rapid application implementation projects?explains how to: Rapidly implement systems that meet current requirements and are easily adaptable to encompass the next generation of technology Better understand and manage the risks associated with such projects ...
Controller's Guide to Planning and Controlling Operations The Controller?s Guide to Planning and Controlling Operations is a comprehensive guide for controllers, CFOs, and budget managers who need to determine: The soundness of sales forecasts The best approach for setting product prices The profitability of customers and market segments Federal tax remittance rules The impact of a just-in-time system on inventory levels Packed with clear and realistic strategies, it helps create a coherent framework of financial plans that apply to the full breadth of ongoing corporate control systems, as well as illustrates: When to use labor and materials standards to control manufacturing How to control research and development costs How to grant appropriate credit levels to customers How to set up an effective capital budgeting process How to create a cost-of-capital calculation
From Cost to Performance Management: A Blueprint for Organizational Development Measurable, sustainable improvements in cost and performance management require more than just isolated methodologies or slogans of the week. They require committed, involved leadership, adaptable systems, and an understanding that cost reduction and performance improvement work best when they work together. From Cost to Performance Management provides application-based guidance for melding the best of today's cost and performance management methods into a unified cost/performance approach that fits your organization's needs, readiness, and identity. This well-rounded resource explores: Shortcomings of existing change and growth management perspectives New methodologies and mindsets for tracking valuable resources that create long-term wealth Organizational development examples from today's most progressive companies Cost continues to be the prime strategic mover in most organizations; unfortunately, it can lead to...
Partnerships and LLCs: Tax Practice and Analysis Written for professional advisors, Partnerships and LLCs is an authoritative reference on all aspects of partnership and LLC taxation. The book consists of six main sections: -- Considerations preliminary to selecting the partnership form of ownership. -- Funding the partnership -- Taxation of operations -- Parter's share of partnership debt -- Disposition of a partnership interest -- Distributions Partnerships and LLCs contains hundreds of examples and practical observationsto assist the reader in understanding and applying the concepts. Coverage is exhaustive and authoritative. This book can be used as an educational tool, a research volume, and as a answer book to address client situations. This is a must-have volume for tax practitioners with partnership clients.
1% Tax Solution The 1% Solution is true tax reform in the 21st century. The book will revolutionize the way we pay taxes. The beauty of the 1% Tax Solution is that it virtually eliminates all Federal taxes on middle class Americans. It gives the middle class temendous economic savings. I have come to believe this is the book's crowning achievement. Imagine the economic system of America contained inside a huge fifty story building. The first floor contains the wages of working Americans, consumer spending, mortgage payments, and so forth. The remaining forty-nine floors consist of all non-consumer spending such as business to business transactions. Money can, and does, flow in any direction on the same floor or between floors. Virtually all the federal taxes are collected on the first floor only. Ninety eight percent of the building has little or no tax burden. The "1% tax solution" transfers one-half the federal budget from the first floor to the other forty-nine floors. Taxing transactions a...
The Tobin Tax: Coping With Financial Volatility In his 1972 Janeway Lectures at Princeton, James Tobin, the 1981 Nobel Prize winner for economics, submitted a proposal for a levy on international currency transactions. The idea was not greeted with enthusiasm, as the 1970s were a period of optimism and confidence in floating exchange rages. Yet, whenever currency crises erupted during the past decades, the proposal for a levy on international currency transactions would once again arise. In the 1990s, two additional facts have sharpened interest in the Tobin tax proposal. First is the growing volume of foreign exchange trading. Second, interest is coming not only from policymakers and experts concerned with the smooth functioning of financial markets. It is shared by those concerned with public financing of development--the fiscal crisis of the state as well as the growing need for international cooperation on problems such as the environment, poverty, peace and security. This work makes a systematic analysis of the proposal...
The Employee's Guide to Stock Options Do you understand what stock is and how stock options work? Or how stock value is created? Do you understand the tax, exercise, and financial planning issues for stock options? If you're like most people, at least some of these issues are perplexing for you. Until now, though, there has not been a book that puts this all together for the everyday employee. The Employee's Guide to Stock Options puts it all in one place in an easy-to-understand format.