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| case study about service: Service Business Development Thomas Fischer, Heiko Gebauer, Elgar Fleisch, 2012-05-24 Over the last decade, capital goods manufacturers have added services to products as a way of responding to eroding margins and the loss of strategic differentiation. Based on over twelve years of research, this book provides a thorough overview of the strategies available for value creation through service business development. |
| case study about service: SOA Source Book The Open Group, 2020-06-11 Software services are established as a programming concept, but their impact on the overall architecture of enterprise IT and business operations is not well-understood. This has led to problems in deploying SOA, and some disillusionment. The SOA Source Book adds to this a collection of reference material for SOA. It is an invaluable resource for enterprise architects working with SOA.The SOA Source Book will help enterprise architects to use SOA effectively. It explains: What SOA is How to evaluate SOA features in business terms How to model SOA How to use The Open Group Architecture Framework (TOGAF ) for SOA SOA governance This book explains how TOGAF can help to make an Enterprise Architecture. Enterprise Architecture is an approach that can help management to understand this growing complexity. |
| case study about service: Uncommon Service Frances X. Frei, Frances Frei, Anne Morriss, 2012 Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems. |
| case study about service: Models for Effective Service Delivery in Special Education Programs Epler, Pam, 2014-12-31 Educators today are challenged with the task of designing curricula and standards for students of varying abilities. While technology and innovation steadily improve classroom learning, teachers and administrators continue to struggle in developing the best methodologies and practices for students with disabilities. Models for Effective Service Delivery in Special Education Programs brings together case studies and academic research on successful classroom models and practices to provide rewarding learning environments for students with disabilities. This publication is an essential reference source for special education teachers, supervisors, directors, and administrators, as well as academicians and researchers interested in developing special education programs within school districts and classrooms. |
| case study about service: Systems, Software and Services Process Improvement Andreas Riel, Rory O'Connor, Serge Tichkiewitch, Richard Messnarz, 2010-08-19 A typical characterization of EuroSPI is reflected in a statement made by a c- pany: “. . . the biggest value of EuroSPI lies in its function as a European knowledge and experience exchange mechanism for SPI and innovation. ” Since its beginning in 1994 in Dublin, the EuroSPI initiative has outlined that there is not a single silver bullet to solve SPI issues, but that you need to understand a c- bination of different SPI methods and approaches to achieve concrete benefits. The- fore each proceedings volume covers a variety of different topics, and at the conf- ence we discuss potential synergies and the combined use of such methods and - proaches. These proceedings contain selected research papers for five topics: Section I: SPI Tools Section II: SPI Methods Section III: SPI in SMEs Section IV: Economic Aspects of SPI Section V: The Future of SPI Section I presents studies on SPI tools. The authors provide an insight into new tools which can be used for SPI. Willem Bekkers et al. present a new assessment method and tool for software product management. Ismael Edrei-Espinosa-Curiel et al. illustrate a graphical approach to support the teaching of SPI. Paul Clarke and coworkers deal with an analysis and a tool to help real adoption of standards like ISO 12207 and they focus on SPI implementation and practices. Esparanca Amengual et al. present a new team-based assessment method and tool. |
| case study about service: Quality Management Implementation in Higher Education: Practices, Models, and Case Studies Sony, Michael, Karingada, Kochu Therisa, Baporikar, Neeta, 2019-08-02 Although initially utilized in business and industrial environments, quality management systems can be adapted into higher education to assess and improve an institution’s standards. These strategies are now playing a vital role in educational areas such as teaching, learning, and institutional-level practices. However, quality management tools and models must be adapted to fit with the culture of higher education. Quality Management Implementation in Higher Education: Practices, Models, and Case Studies is a pivotal reference source that explores the challenges and solutions of designing quality management models in the current educational culture. Featuring research on topics such as Lean Six Sigma, distance education, and student supervision, this book is ideally designed for school board members, administrators, deans, policymakers, stakeholders, professors, graduate students, education professionals, and researchers seeking current research on the applications and success factors of quality management systems in various facets of higher education. |
| case study about service: Ecosystem Services – Concept, Methods and Case Studies Karsten Grunewald, Olaf Bastian, 2015-05-18 Nature provides us with many services seemingly for free: recharged groundwater, fertile soil and plant biomass created by photosynthesis. We human beings draw extensive benefits from these “ecosystem services,” or ES – food, water supply, recreation and protection from natural hazards. Major international studies, such as the Millennium Ecosystem Assessment, have addressed the enormous role of biodiversity and ecosystems to human well-being, and they draw particular attention to the consequences resulting from the reduction or loss of these services. These very topical issues are being addressed by authors/scientists in a wide variety of disciplines – and their approaches, terminologies and methodological specifics are just as diverse. What, for example, does the efficacy of nature or natural capital mean? Which values of nature are particularly important, how are they distributed in space and time and how can they be assessed and the relevant knowledge promoted? Can all ecosystem services be quantified and even monetarised? What should be done to ensure that the multiple services of nature will be available also in future? This book explains the multifaceted concept of ecosystem services, provides a methodological framework for its analysis and assessment, and discusses case examples, particularly from Germany. It is addressed to scientists and practitioners in the administrative, volunteer and professional spheres, especially those who deal with environment, landscape management and nature conservation and regional and land-use planning. The target group includes experts from the business community, politicians and decision makers, students and all those interested in fundamental ecological, economic, ethical and environmental issues. |
| case study about service: When America Does it Right Jay W. Spechler, 1991 |
| case study about service: Loyalty and Customer Relationship Management in Banking Sector: Case Study of HSBC Farrukh Khan, |
| case study about service: Case Study Methodology in Business Research Jan Dul, Tony Hak, 2008 A complete guide for how to design and conduct theory-testing and other case studies, this text sets out structures and guidelines that assist students and researchers from a wide range of disciplines to develop their case study research in a consistent and rigorous manner. |
| case study about service: Advances in Production and Industrial Engineering P. M. Pandey, Pradeep Kumar, Vikas Sharma, 2020-09-20 This book comprises the select proceedings of the International Conference on Emerging Trends in Mechanical and Industrial Engineering (ICETMIE) 2019. The conference covers current trends in thermal, design, industrial, production and other sub-disciplines of mechanical engineering. This volume focuses on different industrial and production engineering areas such as additive manufacturing, rapid prototyping, computer aided engineering, advanced manufacturing processes, manufacturing management and automation, sustainable manufacturing systems, metrology, manufacturing process optimization, operations research and decision-making models, production planning and inventory control, supply chain management, and quality engineering. The contents of this book will be useful for students, researchers and other professionals interested in industrial and production engineering. |
| case study about service: Case Study Series: Clinical Pharmacy Services in a Community Hospital National Center for Health Services Research and Development, 1972 |
| case study about service: Case Study Methods Jacques Hamel, Stephane Dufour, Dominic Fortin, 1993-09-15 In this introduction to understanding, researching and doing case studies in the social sciences, Hamel outlines several differing traditions of case study research including the Chicago School of Sociology, the anthropological case studies of Malinowski, and the French La Play school tradition. He shows how each developed, changed and has been practiced over time. Suggestions for the practice of case studies are made for the novice reader and an additional feature is the extensive bibliography on case study methods in social science to allow for further exploration of the topic. |
| case study about service: Case Study Research John Gerring, 2016-12-24 Case Study Research: Principles and Practices provides a general understanding of the case study method as well as specific tools for its successful implementation. These tools are applicable in a variety of fields including anthropology, business and management, communications, economics, education, medicine, political science, psychology, social work, and sociology. Topics include: a survey of case study approaches; a methodologically tractable definition of 'case study'; strategies for case selection, including random sampling and other algorithmic approaches; quantitative and qualitative modes of case study analysis; and problems of internal and external validity. The second edition of this core textbook is designed to be accessible to readers who are new to the subject and is thoroughly revised and updated, incorporating recent research, numerous up-to-date studies and comprehensive lecture slides. |
| case study about service: Case Study Research and Applications Robert K. Yin, 2017-09-27 Winner of the 2019 McGuffey Longevity Award from the Textbook & Academic Authors Association (TAA) Recognized as one of the most cited methodology books in the social sciences, the Sixth Edition of Robert K. Yin′s bestselling text provides a complete portal to the world of case study research. With the integration of 11 applications in this edition, the book gives readers access to exemplary case studies drawn from a wide variety of academic and applied fields. Ultimately, Case Study Research and Applications will guide students in the successful use and application of the case study research method. |
| case study about service: Cases on Research Support Services in Academic Libraries Fernández-Marcial, Viviana, González-Solar, Llarina, 2020-08-28 Academic libraries have traditionally had two key functions, to support teaching and to support research. In an evolving and competitive university environment, along with the emergence of various technologies and substantial changes in scientific communication, university management has reached a turning point. Academic libraries are facing a paradigm shift in the role they need to play to achieve the research objectives of universities. Research support services in academic libraries have evolved as a response to these changes. They are heterogeneous, adapt to their university culture, adopt different points of view, take different approaches in their organizational structures, and include a diverse catalog of activities. Having an overview of different experiences will allow libraries to adopt best practices, redefine services, and even establish new management and collaboration models. Cases on Research Support Services in Academic Libraries is a critical scholarly resource that uses case studies to systematize the experiences of research support services in academic libraries for the support of higher education faculty. The cases focus on such items as the role of technology and its impact as well as how these services help to improve the excellence of universities. Featuring a wide range of topics such as library services, data management, and open science, this book is ideal for librarians, academicians, professionals, researchers, and students. |
| case study about service: Stories That Sell Casey Hibbard, 2008-04 The first book on capturing and using customer stories to grow your business or cause. Introduces a proven process for leveraging your current successes into new sales. Learn success-story marketing best practices from author Casey Hibbard, leading expert on creating and managing customer stories, with insight from organizations such as Sage Software, SAP, Toyota, Kronos, Amdocs, Make-A-Wish Foundation, and dozens of other businesses, independent consultants, and nonprofits--Page 4 of cover |
| case study about service: Case Study Research Arch G. Woodside, 2010-06-23 Case Study Research Theory, Methods and Practice. |
| case study about service: Case Studies for Student Development Theory Jason C. Garvey, Jessica C. Harris, Darris R. Means, Rosemary J. Perez, Christa J. Porter, 2019-06-17 This much-needed case study book provides higher education and student affairs graduate students, practitioners, and faculty with the tools to enhance their learning of student development theory and to apply this learning to practice. Each chapter offers a summary of theory – covering traditional and newer student development models – in addition to multiple case studies that help readers focus on practice that fosters social justice and inclusion. The case studies for each chapter represent a range of institutional types and diverse student populations, offering an opportunity to explore the intersections of various developmental processes and to foster social justice and inclusion in higher education contexts. Guiding questions at the end of each case study offer opportunities for further discussion and critical reflection. An essential text for every student development course, Case Studies for Student Development Theory enhances student learning and development in higher education while also addressing how students’ social identities intersect with college campus environments. |
| case study about service: Case Study of Innovative Projects Bernardo Llamas, Felipe Luis Mazadiego, María Dolores Storch De Gracia, 2017-08-30 In a global world, where the acceleration of technological changes is happening in all industrial sectors, a special focus is forced on innovation and creativity. The book has gathered a small number of sectors where innovation is being the main vector to achieve the competitiveness that companies are craving. The motivation to choose these sectors has been preceded by a careful selection in which we wanted to pick up those in which innovation is a key today. Different aspects push to create and innovate: the environment in general and in particular climate change is forcing to rethink sectors such as energy, infrastructure, water, biotechnology, materials, defense, education, or health. Dear reader, in your hand is a work that reflects the same spirit of the human being: curiosity and eagerness to overcome have allowed humanity to have evolved and still continue today. |
| case study about service: Hayman Fire Case Study , 2003 |
| case study about service: Anywhere Working and the Future of Work Blount, Yvette, Gloet, Marianne, 2020-09-04 While the current workforce has pushed for the capability to work from home, it has been the natural disasters and pandemics that have emerged across the globe this past year that have pushed the matter to the forefront of conversation. More companies are seeing the benefits of having a workforce that can maintain business processes and keep organizations running from anywhere. Advances in technology continue to improve online collaboration tools and co-working centers, making working from anywhere a possibility. Anywhere Working and the Future of Work is a pivotal reference source that provides vital research on the current state of teleworking/telecommuting and how it can be used to achieve competitive advantage. While highlighting topics such as digital workforce, mobile technology, and accessibility, the book examines the trends, issues, and limitations that are informing the future of anywhere working. This publication also explores remote management practices as well as potential challenges such as increasing business automation applications that may require navigation in the future of work. This book is ideally designed for business professionals, managers, executives, government agencies, policymakers, academicians, researchers, and students. |
| case study about service: Case Study Research John Gerring, 2007 Aims to provide a general understanding of the case study method as well as specific tools for its successful implementation. It breaks down traditional boundaries between qualitative and quantitative, experimental and nonexperimental, positivist and interpretivist. |
| case study about service: Writing Without Bullshit Josh Bernoff, 2016-09-13 Joining the ranks of classics like The Elements of Style and On Writing Well, Writing Without Bullshit helps professionals get to the point to get ahead. It’s time for Writing Without Bullshit. Writing Without Bullshit is the first comprehensive guide to writing for today’s world: a noisy environment where everyone reads what you write on a screen. The average news story now gets only 36 seconds of attention. Unless you change how you write, your emails, reports, and Web copy don’t stand a chance. In this practical and witty book, you’ll learn to front-load your writing with pithy titles, subject lines, and opening sentences. You’ll acquire the courage and skill to purge weak and meaningless jargon, wimpy passive voice, and cowardly weasel words. And you’ll get used to writing directly to the reader to make every word count. At the center of it all is the Iron Imperative: treat the reader’s time as more valuable than your own. Embrace that, and your customers, your boss, and your colleagues will recognize the power and boldness of your thinking. Transcend the fear that makes your writing weak. Plan and execute writing projects with confidence. Manage edits and reviews flawlessly. And master every modern format from emails and social media to reports and press releases. Stop writing to fit in. Start writing to stand out. Boost your career by writing without bullshit. |
| case study about service: How to Do Your Case Study Gary Thomas, 2011-01-19 This accessible text introduces students and researchers to the basics of case study research, using a wide range of real-life examples. It deals with the core issues and methods that anyone new to case study will need to understand: What is a case study? When and why should case study methods be used? How are case studies designed? What methods can be used? How do we analyze our data and write up our case? |
| case study about service: Case Study Research in Practice Helen Simons, 2009-06-05 Case Study Research in Practice explores the theory and practice of case study research. Helen Simons draws on her extensive experience of teaching and conducting case study to provide a comprehensive and practical account of how to design, conduct and communicate case study research. It addresses questions often raised by students and common misconceptions about case research. In four sections the book covers - Rationale, concept and design of case study research - Methods, ethics and reflexivity in case study - Interpreting, analyzing and reporting the case - Generalizing and theorizing in case study research Rich with 'tales from the field' and summary memos as an aide-memoire to future action, the book provides fresh insights and challenges for researchers to guide their practice of case study research. This is an ideal text for those studying and conducting case study research in education, health and social care, and related social science disciplines. Helen Simons is Professor Emeritus of Education University of Southampton |
| case study about service: The Case Study Companion Scott Andrews, 2021-05-25 The Case Study method of teaching and learning, adopted by business schools and management centres globally, provides an important function in management education, but employing it effectively can often be a challenge. This book provides practical insights, tools and approaches for both case teaching and writing, drawing on perspectives from expert practitioners around the world. This book aims to critically examine different approaches to using case studies in group-based, participant-centred learning environments, exploring good practices for case teaching and learning. It provides guidance for case writers on various approaches to structuring case data, presentational formats, and the use of technology in the construction of different types of cases. It also demonstrates the use of the case method as a tool for assessment, supporting students’ own development of cases to showcase good practice in organisations. The final section of this book showcases some of the resources available, providing links and reviews of additional material that can support future case teaching and writing practice, including publication. The Case Study Companion is designed for lecturers using cases within their teaching across all management disciplines, as well as those training for Professional Development and Management Education qualifications. It will also be useful for postgraduate, MBA and Executive Education students wanting to make the most of case studies in their learning and assessments. |
| case study about service: Development of a Case Study of the Total Effect of Pesticides in the Environment, Non-irrigated Croplands of the Mid-West Ryckman, Edgerley, Tomlinson and Associates, 1972 |
| case study about service: Designing Direct Subsidies for Water and Sanitation Services Panama: a Case Study Andrés Gómez-Lobo, Jonathan Halpern, Vivien Foster, 1999 May 2000 - An alternative to traditional subsidies for water and sanitation services is direct subsidies - funds governments provide to cover part of the water bill for households that meet certain criteria. Issues associated with such a subsidy are analyzed through a case study of Panama. As an alternative to traditional subsidy schemes in utility sectors, direct subsidy programs have several advantages: they are transparent, they are explicit, and they minimize distortions of the behavior of both the utility and the customers. At the same time, defining practical eligibility criteria for direct subsidy schemes is difficult and identifying eligible households may entail substantial administrative costs. Foster, Gomez-Lobo, and Halpern, using a case study from Panama, discuss some of the issues associated with the design of direct subsidy systems for water services. They conclude that: · There is a need to assess - rather than assume - the need for a subsidy. A key test of affordability, and thus of the need for a subsidy, is to compare the cost of the service with some measure of household willingness to pay. · The initial assessment must consider the affordability of connection costs as well as the affordability of the service itself. Connection costs may be prohibitive for poor households with no credit, suggesting a need to focus subsidies on providing access rather than ongoing water consumption. · A key issue in designing a direct subsidy scheme is its targeting properties. Poverty is a complex phenomenon and difficult to measure. Eligibility must therefore be based on easily measurable proxy variables, and good proxies are hard to find. In choosing eligibility criteria for a subsidy, it is essential to verify what proportion of the target group fails to meet the criteria (errors of exclusion) and what proportion of nontarget groups is inadvertently eligible for the benefits (errors of inclusion). · Administrative costs are roughly the same no matter what the level of individual subsidies, so a scheme that pays beneficiaries very little will tend not to be cost-effective. It is important to determine what proportion of total program costs will be absorbed by administrative expenses. · Subsidies should not cover the full cost of the service and should be contingent on beneficiaries paying their share of the bill. Subsidies for consumption above a minimum subsistence level should be avoided. Subsidies should be provided long enough before eligibility is reassessed to avoid poverty trap problems. · The utility or concessionaire can be helpful in identifying eligible candidates because of its superior information on the payment histories of customers. It will also have an incentive to do so, since it has an interest in improving poor payment records. Thought should therefore be given at the design stage to the role of the service provider in the implementation of the subsidy scheme. · The administrative agency's responsibilities, the sources of funding, and the general principles guiding the subsidy system should have a clear legal basis, backed by regulations governing administrative procedures. · To reduce administrative costs and avoid duplication of effort, it would be desirable for a single set of institutional arrangements to be used to determine eligibility for all welfare and subsidy programs in a given jurisdiction, whether subnational or national. This paper - a product of the Finance, Private Sector, and Infrastructure Sector Unit, Latin America and the Caribbean Region - is part of a larger effort in the region to evaluate and disseminate lessons of experience in designing policies to improve the quality and sustainability of infrastructure services and to enhance access of the poor to these basic services. The authors may be contacted at vfoster@worldbank.org or jhalpern@worldbank.org. |
| case study about service: Agile Processes in Software Engineering and Extreme Programming Viktoria Stray, Rashina Hoda, Maria Paasivaara, Philippe Kruchten, 2020-05-27 This open access book constitutes the proceedings of the 21st International Conference on Agile Software Development, XP 2020, which was planned to be held during June 8-12, 2020, at the IT University of Copenhagen, Denmark. However, due to the COVID-19 pandemic the conference was postponed until an undetermined date. XP is the premier agile software development conference combining research and practice. It is a hybrid forum where agile researchers, academics, practitioners, thought leaders, coaches, and trainers get together to present and discuss their most recent innovations, research results, experiences, concerns, challenges, and trends. Following this history, for both researchers and seasoned practitioners XP 2020 provided an informal environment to network, share, and discover trends in Agile for the next 20 years. The 14 full and 2 short papers presented in this volume were carefully reviewed and selected from 37 submissions. They were organized in topical sections named: agile adoption; agile practices; large-scale agile; the business of agile; and agile and testing. |
| case study about service: MARKETING RESEARCH, STRATEGIES AND DECISION PROCESS: AN INTERFACE (A Case Study on Medical Tourism) Dr. PANKAJAKSHI R, |
| case study about service: The Case for Case Studies Jennifer Widner, Michael Woolcock, Daniel Ortega Nieto, 2022-05-26 This book seeks to narrow two gaps: first, between the widespread use of case studies and their frequently 'loose' methodological moorings; and second, between the scholarly community advancing methodological frontiers in case study research and the users of case studies in development policy and practice. It draws on the contributors' collective experience at this nexus, but the underlying issues are more broadly relevant to case study researchers and practitioners in all fields. How does one prepare a rigorous case study? When can causal inferences reasonably be drawn from a single case? When and how can policy-makers reasonably presume that a demonstrably successful intervention in one context might generate similarly impressive outcomes elsewhere, or if massively 'scaled up'? No matter their different starting points – disciplinary base, epistemological orientation, sectoral specialization, or practical concerns – readers will find issues of significance for their own field, and others across the social sciences. This title is also available Open Access. |
| case study about service: White Papers For Dummies Gordon Graham, 2013-03-20 A fast and easy way to write winning white papers! Whether you’re a marketing manager seeking to use white papers to promote your business, or a copywriter keen to break into this well-paying field, White Papers For Dummies gives you a wealth of practical, hands-on advice from one of the world’s leading experts in the field. The fact-based documents known as white papers have been called the “king of content.” No other B2B marketing piece can do more to generate leads, nurture prospects, and build mindshare. Where white papers were once used only by technology firms, they are becoming “must-have” items in the marketing toolkit for almost any B2B firm. Practically every startup must produce a white paper as part of its business planning. But writing effective white papers is a big challenge. Now you can benefit from the experience of a white paper specialist who’s done more than 200 projects for clients from Silicon Valley to Finland, from mighty Google to tiny startups. Author Gordon Graham—also known as That White Paper Guy—provides dozens of tips and tricks to help your project come together faster and easier. White Papers For Dummies will help you to: Quickly determine if your B2B firm could benefit from a white paper Master the three phases of every white paper project: planning, production, and promotion Understand when and how to use the three main types of white paper Decide which elements to include and which to leave out Learn the best practices of seasoned white paper researchers and writers Choose from 40 different promotional tactics to get the word out Avoid common mistakes that many beginners make |
| case study about service: This Is Service Design Doing Marc Stickdorn, Markus Edgar Hormess, Adam Lawrence, Jakob Schneider, 2018-01-02 How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You'll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You'll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success. |
| case study about service: Understanding Case Study Research Malcolm Tight, 2017-01-26 Written in an accessible and jargon-free style, this book provides a comprehensive, student-friendly guide to the nature and use of case study research. Whether as part of a more substantial study or as the foundation for a self-contained smaller project, case studies provide viable and valuable alternatives to conducting large-scale research. Grounded in both theory and practice, this book sets out not only the key debates and ethical issues surrounding case study research, but also focuses specifically on the work of others and how you can understand, use, and write about secondary data as the basis for your own research project. With tips, examples, and extensive discussion of real-world case studies from a variety of social science and other disciplines, Tight illustrates the kinds of research to which case studies can be applied. Topics include: Types of case studies Advantages and disadvantages to using case studies The meaning and value of case study research The use of case studies in different disciplines and research designs Whether you want to know how to access and use the case studies of others or understand the methods behind conducting your own case study research, this book will take you through every step of the process! |
| case study about service: Remarkable Customer Service ... and Disservice Rebecca L Morgan, 2018-04-06 Can Your Team Improve Your Customer's Delight? We like to think our staff are just as good when we aren't around as when we are. But not all of them are. Some are doing downright stupid things to your customers. And driving them away. How do you know what they're doing? You can't always know. But you can regularly reinforce what you want them to do. Not by lecturing at them, nagging and scolding. But by presenting scenarios and discussing them, either as a group or individually. Remarkable Customer Service ... and Disservice is designed to be a tool for growth -- for you, individual staff members, and your whole team. You can use this book for: * Improving your team's behaviors: Discuss specific case studies in a staff meeting. Solicit ideas on how your organization and/or each team member can utilize the lessons. Ask staff to make a commitment to improve one behavior as a result of the case study. * Enhancing individual team member's skills: Meet to discuss specific case studies that parallel the person's challenges. It's often easier to spot when someone else is performing below par, but not recognize it in themselves. * Refining your management practices: Decide how you can integrate each case study's lessons into your organization's processes. |
| case study about service: Using Case Study in Education Research Lorna Hamilton, Connie Corbett-Whittier, 2012-11-19 This book provides an accessible introduction to using case studies. It makes sense of literature in this area, and shows how to generate collaborations and communicate findings. The authors bring together the practical and the theoretical, enabling readers to build expertise on the principles and practice of case study research, as well as engaging with possible theoretical frameworks. They also highlight the place of case study as a key component of educational research. With the help of this book, M-Level students, teacher educators and practitioner researchers will gain the confidence and skills needed to design and conduct a high quality case study. Dr Lorna Hamilton is a Senior Lecturer in Education Research at the University of Edinburgh. Dr Connie Corbett-Whittier is an Associate Professor of English and Humanities at Friends University, Topeka, Kansas. ′Drawing on a wide range of their own and others′ experiences, the authors offer a comprehensive and convincing account of the value of case study in educational research. What comes across - quite passionately - is the way in which a case study approach can bring to life some of the complexities, challenges and contradictions inherent in educational settings. The book is written in a clear and lively manner and should be an invaluable resource for those teachers and students who are incorporating a case study dimension into their research work.′ -Ian Menter, Professor of Teacher Education, University of Oxford ′This book is comprehensive in its coverage, yet detailed in its exposition of case study research. It is a highly interactive text with a critical edge and is a useful tool for teaching. It is of particular relevance to practitioner researchers, providing accessible guidance for reflective practice. It covers key matters such as: purposes, ethics, data analysis, technology, dissemination and communities for research. And it is a good read!′ - Professor Anne Campbell, formerly of Leeds Metropolitan University ′This excellent book is a principled and theoretically informed guide to case study research design and methods for the collection, analysis and presentatin of evidence′ - Professor Andrew Pollard, Institute of Education, University of London Research Methods in Education series: Each book in this series maps the territory of a key research approach or topic in order to help readers progress from beginner to advanced researcher. Each book aims to provide a definitive, market-leading overview and to present a blend of theory and practice with a critical edge. All titles in the series are written for Master′s-level students anywhere and are intended to be useful to the many diverse constituencies interested in research on education and related areas. Other books in the series: - Qualitative Research in Education, Atkins and Wallace - Action Research in Education, McAteer - Ethnography in Education, Mills and Morton |
| case study about service: Case Studies on Diversity and Social Justice Education Paul C. Gorski, Seema G. Pothini, 2013-11-07 Case Studies on Diversity and Social Justice Education offers pre- and in-service educators an opportunity to analyze and reflect upon a variety of realistic case studies related to educational equity and social justice. Each case, written in an engaging, narrative style, presents a complex but common classroom scenario in which an inequity or injustice is in play. These cases allow educators to practice the process of considering a range of contextual factors, checking their own biases, and making immediate- and longer-term decisions about how to create and sustain equitable learning environments for all students. The book begins with a seven-point process for examining case studies. Largely lacking from existing case study collections, this framework guides readers through the process of identifying, examining, reflecting on, and taking concrete steps to resolve challenges related to diversity and equity in schools. The cases themselves present everyday examples of the ways in which racism, sexism, homophobia and heterosexism, class inequities, language bias, religious-based oppression, and other equity and diversity concerns affect students, teachers, families, and other members of our school communities. They involve classroom issues that are relevant to all grade levels and all content areas, allowing significant flexibility in how and with whom they are used. Although organized topically, the intersection of these issues are stressed throughout the cases, reflecting the multi-faceted way they play out in real life. All cases conclude with a series of questions to guide discussion and a section of facilitator notes, called points for consideration. This unique feature provides valuable insight for understanding the complexities of each case. |
| case study about service: Conducting Case Study Research for Business and Management Students Bill Lee, Mark N. K. Saunders, 2017-10-23 In Case Study Research, Bill Lee and Mark Saunders describe the properties of case study designs in organizational research, exploring the uses, advantages and limitations of case research. They also demonstrate the flexibility that case designs offer, and challenges the myths surrounding this approach. Ideal for Business and Management students reading for a Master’s degree, each book in the series may also serve as reference books for doctoral students and faculty members interested in the method. Part of SAGE’s Mastering Business Research Methods Series, conceived and edited by Bill Lee, Mark N. K. Saunders and Vadake K. Narayanan and designed to support students by providing in-depth and practical guidance on using a chosen method of data collection or analysis. |
| case study about service: Tall, Tatted, and Tempting Tammy Falkner, 2014-06-30 ***This New Adult book is intended for audiences over the age of 18 due to adult language, sexual content and adult situations*** Kit Logan wants to know my name, but I can't tell him. I can't tell him anything. There are too many people looking for me. He's pretty persuasive, though, and he convinces me to go home with him so he can keep me safe from this harsh city where I find myself. It's not my home. It's his. He belongs. I don't. Logan lives with four brothers in the inner city. Yet I've never felt more safe than I do when I'm with him. I want him. But he won't let me have a darn thing, aside from his friendship, unless I'm willing to tell him my secrets. But they're mine, and I can't share them. Not unless I want them to come and get me. Logan She catches my eye because she's so beautiful she takes my breath. But that's not all that I love about her. I love the way she smells. The way she smiles. The way she plays the guitar is unlike anything I have ever seen. She sleeps in my bed every night, and drives me crazy with her touch. But I can't take what she offers because I need all of her. I need for her to tell me her secrets. I need for her to trust me. From the back of the book: She’s locked up tight. But he might be the key. Logan Reed is tall, tatted and tempting. Kit’s a woman with a mean right hook and a secret. Kit wants a tattoo, but Logan sees more than she intends to share in the drawing of the tat she wants. He sees her in ways no one ever has. Logan’s not disabled; but he hasn’t spoken in eight years. He hasn’t needed to. Until he meets Kit. Logan doesn’t know everything about Kit. Kit doesn’t know anything about herself, until she has to sacrifice all she ever wanted to save what’s most important to him. |
CASE STUDY: EXCELLENCE IN SERVICE MANAGEMENT
• Smart scheduling aligns hours with service requirements, so staff members are always in key positions when needed. • Environmental and cost-saving commitments have lowered energy …
Case Studies in Exemplary Service Delivery
Twelve exemplary service providers from three highly acclaimed resorts discuss and demonstrate what it takes to deliver award-winning service consistently. This research, using a qualitative, …
Good to Great in IT Service Management: A Case Study
Based on the literature on excellent performing organizations, we apply the concepts that, according to Collins (2001), drove the development of ‘good’ companies to ‘great’ companies …
USAA: Organizing for Innovation and Superior Customer Service
Abstract: USAA, a diversified financial services firm serving the U.S. military, had long been recognized for outstanding customer service. The company had never operated branches, …
Service Innovation Case Book - Research Explorer The …
The purpose of Case Studies in Service Innovation is to give the reader insights into how innovation occurs in practice and to stimulate understanding of the underlying theories, …
Service Performance Insight, LLC - forms.workday.com
Service Performance Insight, LLC (SPI Research) is a global research and consulting organization dedicated to helping professional service organizations make quantum …
case study Where Did Our Server Go? A Case of Service …
This case study offers the opportunity to discuss several hospitality management issues for such a setting, including leadership, decision- making, employee motivation, and service failure and …
Momentum Training Solutions Customer Service Case Study
This case study will showcase how a ‘Customer Service’ intervention that MMM Training Solutions ran for the ‘Global Shared Service Centre’ of a Fortune 500 organization resulted in an …
CASE STUDY: SERVICE OPERATIONS - ECCO Select
CASE STUDY: SERVICE OPERATIONS A local nonprofit that provides 24/7 access to patient prevention, treatment and support services was experiencing network issues and outages. …
CASE STUDIES - SBCC Implementation Kits
• Design a tailored communication and service approach for men seeking VMMC services • Identify and map key stakeholders’ information gaps and use this research in
INVESTIGATING THE IMPACT OF SERVICE DELIVERY ON …
According to Lapshinoff (2001) cited in Machado et al. (2012:9), “a business that wants to develop a good relationship with customers must provide quality customer service.” The aim of the …
4 Case Studies in the Service Industry Sector - Springer
This research work therefore aims to select case examples from within the service industry sector and therefore provides an introduction to the service industry sector in this chapter and selects …
A series of case studies illustrating the impact of service user …
studies describes how service user and carer involvement has an impact on mental health research. The benefits are wide-ranging influencing. all stages of a project, from developing a …
Evaluation of the Service Quality for Hotel Industry - A Case …
This study of Service quality management in hospitality industry is an attempt to understand the presence of quality development process in hospitality industry and efficacy in making it …
Now on Now: Creating a global IT ecosystem CMDB with
Without a CMDB, when a problem or service outage occurs, the IT team needs to navigate through multiple documents and contact multiple IT teams to determine what went wrong, …
Improving IT Service Management Processes: A Case Study on …
Various process frameworks can be used to improve IT service management processes. The most widely used IT service management framework is the IT Infrastructure Library (ITIL) that …
Service Recovery to L.A.S.T.: The case of disgruntled customers
The L.A.S.T. approach is a service recovery model based on various studies where the establishment would (1) Listen to the complaint or concern made by the customer; (2) …
Where Did Our Server Go? A Case of Service Failure in a
In an ideal world, hospitality businesses would take great care to hire, train, and develop their employees and employees would be equipped and motivated to deliver consistently flawless …
Now on Now: ServiceNow brings a consumer-like IT support …
In this case study, we examine how ServiceNow uses its own technology to make our work lives as easy, simple, and intuitive as our personal lives. Great employee experiences improve …
Service Quality and Customer Satisfaction. Case study: …
research stream suggest that service quality is comprised of service product, service environment, and service delivery, or consists of interaction quality, physical environment quality, and outcome …
CASE STUDY: EXCELLENCE IN SERVICE MANAGEMENT
• Smart scheduling aligns hours with service requirements, so staff members are always in key positions when needed. • Environmental and cost-saving commitments have lowered energy use …
Case Studies in Exemplary Service Delivery
Twelve exemplary service providers from three highly acclaimed resorts discuss and demonstrate what it takes to deliver award-winning service consistently. This research, using a qualitative, …
Good to Great in IT Service Management: A Case Study
Based on the literature on excellent performing organizations, we apply the concepts that, according to Collins (2001), drove the development of ‘good’ companies to ‘great’ companies to …
USAA: Organizing for Innovation and Superior Customer Service
Abstract: USAA, a diversified financial services firm serving the U.S. military, had long been recognized for outstanding customer service. The company had never operated branches, …
Service Innovation Case Book - Research Explorer The …
The purpose of Case Studies in Service Innovation is to give the reader insights into how innovation occurs in practice and to stimulate understanding of the underlying theories, models, and tools …
Service Performance Insight, LLC - forms.workday.com
Service Performance Insight, LLC (SPI Research) is a global research and consulting organization dedicated to helping professional service organizations make quantum improvements in …
case study Where Did Our Server Go? A Case of Service …
This case study offers the opportunity to discuss several hospitality management issues for such a setting, including leadership, decision- making, employee motivation, and service failure and …
Momentum Training Solutions Customer Service Case Study
This case study will showcase how a ‘Customer Service’ intervention that MMM Training Solutions ran for the ‘Global Shared Service Centre’ of a Fortune 500 organization resulted in an average …
CASE STUDY: SERVICE OPERATIONS - ECCO Select
CASE STUDY: SERVICE OPERATIONS A local nonprofit that provides 24/7 access to patient prevention, treatment and support services was experiencing network issues and outages. These …
CASE STUDIES - SBCC Implementation Kits
• Design a tailored communication and service approach for men seeking VMMC services • Identify and map key stakeholders’ information gaps and use this research in
INVESTIGATING THE IMPACT OF SERVICE DELIVERY ON …
According to Lapshinoff (2001) cited in Machado et al. (2012:9), “a business that wants to develop a good relationship with customers must provide quality customer service.” The aim of the study is …
4 Case Studies in the Service Industry Sector - Springer
This research work therefore aims to select case examples from within the service industry sector and therefore provides an introduction to the service industry sector in this chapter and selects …
A series of case studies illustrating the impact of service …
studies describes how service user and carer involvement has an impact on mental health research. The benefits are wide-ranging influencing. all stages of a project, from developing a research …
Evaluation of the Service Quality for Hotel Industry - A Case …
This study of Service quality management in hospitality industry is an attempt to understand the presence of quality development process in hospitality industry and efficacy in making it …
Now on Now: Creating a global IT ecosystem CMDB with
Without a CMDB, when a problem or service outage occurs, the IT team needs to navigate through multiple documents and contact multiple IT teams to determine what went wrong, potentially …
Improving IT Service Management Processes: A Case Study …
Various process frameworks can be used to improve IT service management processes. The most widely used IT service management framework is the IT Infrastructure Library (ITIL) that provides …
Service Recovery to L.A.S.T.: The case of disgruntled customers
The L.A.S.T. approach is a service recovery model based on various studies where the establishment would (1) Listen to the complaint or concern made by the customer; (2) Apologize …
Where Did Our Server Go? A Case of Service Failure in a
In an ideal world, hospitality businesses would take great care to hire, train, and develop their employees and employees would be equipped and motivated to deliver consistently flawless …
Now on Now: ServiceNow brings a consumer-like IT support …
In this case study, we examine how ServiceNow uses its own technology to make our work lives as easy, simple, and intuitive as our personal lives. Great employee experiences improve employee …
