"Operations Management" provides readers with a comprehensive framework for addressing operational process and supply chain issues. This text uses a systemized approach while focusing on issues of current interest. The latest edition of this text has been revised to integrate a supply chain orientation.

    This book has been replaced by Treating Addiction, Second Edition, ISBN 978-1-4625-4044-0.

    There was atime when this revered organization ranked among the lowest in the country in this area. Within ten years, however, it had climbed to among the highest and has emerged as the thought leader in the space.How did Cleveland Clinic turn itself around so effectively and so quickly?More important, how can you do the same with your organization?In gripping, visceral, on-the ground fashion, Service Fanatics reveals the strategies and tactics the Clinic applied to become one of today's leading patient-experience healthcare organizations--methods that seamlessly translate to any business seeking to improveits customer experience. This strategic guide covers:How the Clinic's leaders redefined the concept of patient experience and developed a strategy to improve itCritical lessons learned regarding organization, recruitment, training, and measuring service excellenceWays in which the Clinic aligned its entire workforce around its Patients First strategyHow leaders improved the critical element of physician communicationRather than view patients simply as sick people who need treatment, Cleveland Clinic sees them also as important stakeholders in the organization's success. Patients are customers--who desire, pay for, and deserve the best possible care and experience during what is often a challenging time in their lives.Featuring customer service case studies, as well as invaluable insight from C-level executives at top corporations in various industries, Service Fanatics provides actionable lessons for any manager and business leader beyond healthcare.Whether you run a healthcare institution, nonprofit, or for-profit business, Service Fanatics will help you create the kind of customer experience that promises to transform your organization into an industry powerhouse.

    Learn all about your favorite superstars, what their signature moves are, and who they've teamed up with through the years. With facts and color photos on every page, this is a must-have for any WWE fan, young or old!

    Now it's a game for grown-ups. What really sets you apart is the relationships you build with people of influence. These people can include your peers, your employees, your organization's directors, reporters, vendors, and regulators-as well as the people directly above you in the organizational hierarchy.In senior management, you no longer answer to just one boss. There is now a hazy matrix of hundreds of bosses both inside and outside the office, any one of whom can stop you cold or give you a tremendous push forward. "Executive Warfare" offers concrete advice for handling all of them, including YOUR PEERS: They are the most valuable of allies or the most dangerous of enemies THE CEO: Her office is often where the real fairy dust is kept. Make sure you have a good relationship here THE BOARD OF DIRECTORS: They won't judge you fairly if all they see of you is your PowerPoints YOUR DIRECT REPORTS: They are your vital organs, so treat them accordingly. And if you find a blood clot among them-excise that person before he kills you YOUR RIVALS: It's not always wise to shoot at them, but if you do, do "not" shoot to woundIn his bestsellers "Brand Warfare" and "Career Warfare," author David D'Alessandro offered sharp advice for building a brand and building a career. Now "Executive Warfare" is the advanced class for the truly ambitious. Learn what it takes to rise to the top-and to do the even harder thing, which is survive there.

    The author's enthusiasm for and knowledge of the current theatre, highlighted by contemporary production shots from around the world, put the students in the front row.

    This book is a superb introduction for new nonprofit executives, board members, and students. It is also an excellent refresher and reference for those of us who have been around the nonprofit sector for a while. It is well written, concise, and thought provoking." --J. Gregory Dees, Professor of the Practice of Social Entrepreneurship and Nonprofit Management at Duke University's Fuqua School of Business, and coauthor of Enterprising Nonprofits and Strategic Tools for Social Entrepreneurs"A very practical guide to understanding and managing the finances of a nonprofit organization. As nonprofits strive for greater accountability, Tom McLaughlin's real-world examples and accessible style make this book indispensable for nonprofit executives, managers, and board members at organizations of any size." --Gordon J. Campbell, President and CEO, United Way of New York City"Tom McLaughlin's powerful book is far more than a useful tool. It provides the philosophical approach to instill strong stewardship and future viability to those in the world of nonprofits. He takes apart the complex issues of nonprofit stewardship just as Einstein translated relativity into a simple equation. Purely masterful." --Jim Mellor, Senior VP, Chief Financial Officer, YMCA of the USANote: CD-ROM/DVD and other supplementary materials are not included as part of eBook file.

    While written with the counselor in mind, GROUP COUNSELING: STRATEGIES AND SKILLS, 7th Edition also provides an outstanding discussion of group dynamics for professionals in group leadership positions. The authors discuss the many facets of group counseling and provide examples that show how each skill can be applied in a wide range of group settings to produce efficient working groups.

    This comprehensive new edition of the top-selling PHR/SPHR Study Guide provides you expert preparation and review for these challenging exams as well as comprehensive coverage on labor relations, workforce planning, compensation, OSHA regulations.

    Former co-teacher and national presenter Anne Beninghof shares stories, and real-life co-taught lesson examples that emphasize creative yet time-efficient instructional strategies that lend themselves beautifully to the co-taught classroom. Teachers and instructional leaders at all levels and in a wide variety of content areas will find this book replete with valuable co-teaching guidance so that success is guaranteed.Offers tips for effective teaching strategies for every type of team teaching situation imaginable Includes guidelines for successful team-teaching with specialists in technology; literacy; occupational/physical therapy; special education; speech-language therapy; ELL; gifted The author is an internationally recognized consultant and trainer This user-friendly, comprehensive book is filled with concrete ideas teachers can implement immediately in the classroom to boost student learning and engagement.

    One of a manager's toughest--and most important--responsibilities is to evaluate an employee's performance, providing honest feedback and clarifying what they've done well and where they need to improve. In How to Be Good at Performance Appraisals, Dick Grote provides a concise, hands-on guide to succeeding at every step of the performance appraisal process--no matter what performance management system your organization uses. Through step-by-step instructions, examples, do-and-don't bullet lists, sample dialogues, and suggested scripts, he shows you how to handle every appraisal activity from setting goals and defining job responsibilities to evaluating performance quality and discussing the performance evaluation face-to-face. Based on decades of experience guiding managers through their biggest challenges, Grote helps answer the questions he hears most often: -How do I set goals effectively? How many goals should someone set?-How do I evaluate a person's behaviors? Which counts more, behaviors or results? -How do I determine the right performance appraisal rating? How do I explain my rating to a skeptical employee?-How do I tell someone she's not meeting my expectations? How do I deliver bad news? Grote also explains how to tackle other thorny performance management tasks, including determining compensation and terminating poor performers. In accessible and useful language, How to Be Good at Performance Appraisals will help you handle performance appraisals confidently and successfully, no matter the size or culture of your organization. It's the one book you need to excel at this daunting yet critical task.

    Many owners and CEOs think they have to be involved in every aspect of their business. They spend valuable brainpower on low-priority decisions. Before long, they're overworked and burned out.Instead of doing everything, it's time to focus on the right things.A CEO Only Does Three Things zeroes in on the three pillars of business: culture, people, and numbers. Steeped in twenty-plus years of practical knowledge, training, and consulting with some of the world's largest companies, this indispensable guide shows how to articulate the right culture for your business, hire people with the right mindsets, and inspire your teams to produce optimal results.Hundreds of CEOs have used Taylor's methods to create fulfilled, efficient, professional lives, and you can join them. Learn how to focus on the work you love-and avoid CEO burnout.

    It is the only behaviour over which we have enough control. Creating a seismic shift in behaviour across a school requires adult behaviour to be adjusted with absolute consistency. This creates a stable platform on which each school can build its authentic practice. It will result in shifts in daily routines, in how to deal with the angriest learners, in restorative practice and in how we appreciate exceptional behaviour. The book is peppered with case studies from schools across five continents, from the most challenging urban schools to the most privileged schools in the world. This is exceptional behaviour management and leading-edge practice. The approach is practical, transformative and rippling with respect for staff and learners.

    The rotator cuff, a group of four, flat tendons that connect to the critical muscles that stabilize your shoulder, can cause a lot more problems than you might think. Consider a few of these statistics from the published literature: .It's simply just a matter of time until the majority of shoulders get a rotator cuff tear. According to Magnetic Resonance Imaging (MRI) scans, approximately 4% of people under forty years of age have a torn rotator cuff. After age sixty, however, 54% of people have one (Sher 1995). .Once the rotator cuff gets torn, it doesn't look good either. One study followed a group of patients with tears in their rotator cuffs and found that 80% of the them went on to either enlarge or turn into full thickness tears-in less than a two-year period (Yamanaka 1994). As you can tell, rotator cuff problems aren't just for elite athletes. Seriously consider investing just a few minutes a week doing the simple exercises in this book if you: .have been diagnosed with either a partial or full thickness rotator cuff tear (yes, many studies show that even full thickness tears can be helped with exercise!) .experience shoulder pain .do upper body weight lifting .have a job or play a sport where you do a lot of work with your arms above shoulder level .have been diagnosed with "impingement syndrome" .want a healthy and properly functioning rotator cuff So whether you already suffer from a rotator cuff problem, or simply want to prevent one, Treat Your Own Rotator Cuff will guide you step-by-step through an evidence-based program that can iron-plate your shoulders in just minutes a week. Jim Johnson, P.T., is a physical therapist who has spent over fifteen years treating both inpatients and outpatients with a wide range of pain and mobility problems. He has written many books based completely on published research and controlled trials including The Multifidus Back Pain Solution, Treat Your Own Knees, The No-Beach, No-Zone, No-Nonsense Weight Loss Plan: A Pocket Guide to What Works, and The Sixty-Second Motivator. His books have been translated into other languages and thousands of copies have been sold worldwide. Besides working full-time as a clinician in a large teaching hospital and writing books, Jim Johnson is a certified Clinical Instructor by the American Physical Therapy Association and enjoys teaching physical therapy students from all over the United States.