This definitive, bestselling text in the field of change management provides comprehensive guidance of everything needed to successfully navigate times of change. Making Sense of Change Management provides a thorough and accessible overview for students and practitioners alike. Without relying on assumed knowledge, it comprehensively covers the theories and models of change management and connects them to workable approaches and techniques that organizations of all types and sizes can use to ...

The current, second edition of this book reflects the 15 years of practical experience with the Six Sigma+Lean toolbox. It is a comprehensive collection of all the tools necessary for project work and running workshops when improving processes. All tools have been illustrated in a clear and comprehensible structure with examples and tips for applying the tools included.

The chronology corresponds to the procedure of an improvement project comprising the steps D(efine), M(easure), A(nalyze), I...

Towards a Better Port Industry provides professionals in freight transport and maritime logistics, and specifically the port industry, as well as students in these fields, with a better conceptual understanding of the port industry. It includes key insights and best practices for port management and development, and an overview of new trends and developments relevant for developing winning strategies. After an introduction, Chapter 2 offers a new perspective on port governance, in which publi...

We need strategy. The world is changing, the future uncertain. What is required is vision: What might the future bring? Where is our business going? What are our fundamental business values? This book is a manual for all those who want to apply strategy in organisations.

It is intended for everyone who wants to put the future on the agenda, to look beyond the short term and beyond mere profit. It describes in practical terms the eight questions we must continually discuss in order to pursue a...

Dit boek behandelt hoe familie- en andere MKB-bedrijven met Governance dienen om te gaan. Het doel van Governance is om een optimaal en transparant stelsel van ‘checks and balances’ te waarborgen voor ondernemingen. Governance betreft diverse issues zoals integriteit, toezicht, verantwoordelijkheden, zeggenschap, cultuur en bestuur teneinde het bedrijf deugdelijk te laten functioneren.Tot dusverre is het onderwerp Corporate Governance – zoals het eerste woord al zegt – voorbehouden a...

Customer Delight is de overtreffende trap in klanttevredenheid. Uw klanten zijn uiterst tevreden en enthousiast over uw organisatie. U hebt klanten voor het leven die als echte ambassadeurs en promoters fungeren. Te mooi om waar te zijn? Jean-Pierre Thomassen wijst u de weg met De Customer Delight Strategie.

Het boek beschrijft twee basisstrategieën om Customer Delight te realiseren:

*het overtreffen of zelfs overstijgen van de verwachtingen van klanten

*warmte en egostreling

Aan de hand van pr...