Найти книгу: "Unleashing Excellence. The Complete Guide to Ultimate Customer Service"

A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine «leadership actions» that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.

Planning, preparing, scheduling, and executing SAP test cycles is a time-consuming and resource-intensive endeavor that requires participation from several project members. SAP projects are prone to have informal, ad-hoc test approaches that decrease the stability of the production environment and tend to increase the cost of ownership for the SAP system. Many SAP project and test managers cannot provide answers for questions such as how many requirements have testing coverage, the exit criteria for a test phase, the audit trails for test results, the dependencies and correct sequence for executing test cases, or the cost figures for a previously executed test cycle. Fortunately, through established testing techniques predicated on guidelines and methodologies (i.e., ASAP SAP Roadmap methodology, IBM’s Ascendant methodology, and Deloitte’s ThreadManager methodology), enforcement of standards, application of objective testing criteria, test case automation, implementation of a requirements traceability matrix (RTM), and independent testing and formation of centralized test teams, many of the testing risks that plague existing or initial SAP programs can be significantly reduced. This book is written for SAP managers, SAP consultants, SAP testers, and team leaders who are tasked with supporting, managing, implementing, and monitoring testing activities related to test planning, test design, test automation, test tool management, execution of test cases, reporting of test results, test outsourcing, planning a budget for testing activities, enforcing testing standards, and resolving defects.

В данной книге на хорошем инженерном уровне, но в то же время просто и доступно, описаны модели ZAZ-DAEWOO SENS, с 2002 г. выпуска, торговое обозначение: T1311-01, T1311-02. Бензиновый двигатель с системой распределенного впрыска топлива:1. 3 л. - 51.

Two new Oracle instruction and resource titles from Osborne/McGraw-Hill are indispensable additions to personal and professional reference collections. Oracle Database 10g: A Beginner's Guide is the collective effort of Oracle experts Ian Abramson, Michael Abbey and Michael Corey. Oracle Database 10g provides neophytes with the fundamental concepts of Oracle Database 10g administration and programming. Through self-paced tutorials, readers will learn about database essentials, the role of the administrator, and large database features. Oracle Database 10g includes an in-depth introduction to SQL, PL/SQL, Java, and XML programming.

Инструкция по ремонту и обслуживанию моделей Fiat Tipo и Tempra. Дано описание всех узлов и агрегатов и советы по их эксплуатации и техобслуживанию. Чертежи, таблицы и схемы электрооборудования. Fiat Tipo - автомобиль итальянской компании Фиат. Был разработан дизайн студией IDEA. Выпускался с 1988 года по 1996 год.

Content

Introduction

• Body / frame and body structure
• General information about replacing body panels
• Safety first

Maintenance

• Caring for paint
• Recovery
• Antirust treatment and priming

Overview of damage types and their recovery

• Determination of severity of damage
• The choice between repair and replacement

Tools and equipment

• Tools and equipment
• Equipment

Elimination of minor body damage

• Eliminating scratches from paintwork
• Elimination of minor dents
• Restoration of areas exposed to minor corrosion
• Repair of plastic body parts

Restoring a body that has serious damage

• Types of tin work
• Putties
• Correction of significant corrosion damage
• Glass fiber recovery methods
• Correcting the stiffness of the bearing body by stretching

Replacement of body panels

• Introduction
• Body parts fastened on bolts
• Welded panels
• Adhesive body elements
• Coupling of body panels

Preparing for painting

• Preparation of old paint
• Removing paintwork preparing for painting
• Application of primer
• Masking panels

Body painting

• Painting equipment
• Maintenance of the spray gun
• Types of paint
• Staining procedure
• Prophylaxis and a technique of elimination of the defects arising at painting and drying

Doors and glasses

• Replacement and adjustment of doors
• Repair, replacement and installation of glasses

Facing and body accessories

• General information
• Removing and installing body linings and accessories
• Removing and installing outdoor lighting
• Removing and installing emblems and moldings

Welding

• General information
• Types of welding
• Welding with a consumable electrode in shielding gas
• Oxygen-acetylene welding
• Soldering

A dictionary of terms used in the performance of body repair