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Praise For Business Process Mapping: Improving Customer Satisfaction, Second Edition «A must-read for anyone performing business process mapping! This treasure shares step-by-stepapproaches and critical success factors, based on years of practical, customer-focused experience.A real winner!» —Timothy R. Holmes, CPA former General Auditor, American Red Cross «Paulette and Mike make extensive use of anecdotes and real-life examples to bring alive the topic ofbusiness process mapping. From the outset, this book will engage you and draw you into the worldof business process mapping. Who would have thought that reading about business process mapping could make you smile? Well, Mike and Paulette can make it happen! Within each chapter, theauthors provide detailed examples and exhibits used to document a process. Each chapter also includes a 'Recap' and 'Key Analysis Points' which enable the reader to distill the highlights of the chapter.» —Barbara J. Muller, CPA, CFE, Senior Lecturer, School of Accountancy W. P. Carey School of Business, Arizona State University «Keller and Jacka cut through the drudgery of process mapping with a path-breaking approach thatenables the reader to better understand processes, how they work and how they work together toward successful achievement of business objectives. With great style and flair, this book will provide youwith a different way of thinking and new tools to assist you in process analysis and improvement. This book is a must-read for auditors, risk managers, quality improvement management, and businessprocess engineers.» —Dean Bahrman, VP and Internal Audit Director (Retired) Global Financial Services Companies «Mike Jacka and Paulette Keller show their expertise with the application of business process mappingin increasing customer service and satisfaction in this updated and expanded edition of this popular book. With clear, practical examples and applications, this book shows the writing talents of bothauthors, and it will be used over and over by those from all lines of industries and professions. Kudos for a job well done!» —Joan Pastor, PhD, Founding Partner, Licensed Industrial-Organizational Psychologist JPA International, Inc., Beverly Hills, California

How to successfully navigate and prevent conflict From the publishers of the popular Strength Deployment Inventory, Have a Nice Conflict follows one man's fight to rescue his sinking career. Sales manager John Doyle would consider his career a success—he's his company's top revenue driver, and his take-charge attitude gets the job done. However, when he is passed over for promotion—again—after losing two direct reports, who cite his abrasive style as their reason for leaving, John is forced to reassess how he approaches his relationships. With the help of Mac, an expert in the art of Relationship Awareness Theory, John learns the three stages of conflict, and how he reacts in each. Once John recognizes his own values and trigger points, as well those of other people, he becomes able to better navigate terse situations, express his points in a way that resonates for other people, and even avoid conflict altogether. Equipped with this new understanding of how other people interpret and react to conflict, John soon finds all the relationships in his life—both at work and at home—improving. Reveals a practical understanding of how conflict really works Shows how to recognize its initial stages of conflict, how to navigate it better to diffuse a situation, and how to understand the values of the other person to better frame your point for them Provides guidance for moving beyond conflict to enhance relationships Includes a five-step framework (anticipate, prevent, identify, manage, and resolve) and tools for locating conflict triggers in ourselves and others Anyone can profit from the tools in this book to understand and take control over conflict.

How adequate are our theories of globalisation for analysing the worlds we share with others? In this provocative new book, Henrietta Moore asks us to step back and re-examine in a fresh way the interconnections normally labeled 'globalisation'. Rather than beginning with abstract processes and flows, Moore starts by analyzing the hopes, desires and satisfactions of individuals in their day-to-day lives. Drawing on a wide range of examples, from African initiation rituals to Japanese anime, from sex in virtual worlds to Schubert songs, Moore develops a theory of the ethical imagination, exploring how ideas about the human subject, and its capacities for self-making and social transformation, form a basis for reconceptualizing the role and significance of culture in a global age. She shows how the ideas of social analysts and ordinary people intertwine and diverge, and argues for an ethics of engagement based on an understanding of the human need to engage with cultural problems and seek social change. This innovative and challenging book is essential reading for anyone interested in the key debates about culture and globalization in the contemporary world.

Optimizing Organization Design offers a comprehensive resource and valued guide for anyone interested in improving organization performance. The book presents an approach to optimizing organization design that is based on over 100 large scale projects and 23 research studies that have been completed by Capelle Associates over the past 25 years. In addition, the book includes insightful comments from executives on their success in using this approach. Capelle’s research and client experience reveal that optimizing organization design leads to better financial performance, customer satisfaction and employee engagement. It can provide a competitive advantage and a significant return on investment. It can also become the foundation of both strategy implementation and human resources management. Capelle shows that organization design includes the alignment of a number of critical factors, including positions (vertical and functional); accountabilities and authorities (managerial and cross functional); people; deliverables and tasks. He shows that manager – direct report alignment is the single most important organization design variable. His research also shows that it is suboptimal nearly half the time. This is a horrendous waste of talent and capability, but also provides a significant opportunity for improvement in organization performance. Optimizing Organization Design clearly explains how to implement organization design improvements. This approach includes people change management, project management, and a cascading, iterative approach that is based on teams and involves education, doing real work and feedback. In addition, Optimizing Organization Design includes special sections on the role of the Board of Directors, project management, process management and compensation. In addition, the author has included four case studies and a useful glossary.

A Constraint Satisfaction Problem (CSP) consists of a set of variables, a domain of values for each variable and a set of constraints. The objective is to assign a value for each variable such that all constraints are satisfied. CSPs continue to receive increased attention because of both their high complexity and their omnipresence in academic, industrial and even real-life problems. This is why they are the subject of intense research in both artificial intelligence and operations research. This book introduces the classic CSP and details several extensions/improvements of both formalisms and techniques in order to tackle a large variety of problems. Consistency, flexible, dynamic, distributed and learning aspects are discussed and illustrated using simple examples such as the n-queen problem. Contents 1. Foundations of CSP. 2. Consistency Reinforcement Techniques. 3. CSP Solving Algorithms. 4. Search Heuristics. 5. Learning Techniques. 6. Maximal Constraint Satisfaction Problems. 7. Constraint Satisfaction and Optimization Problems. 8. Distibuted Constraint Satisfaction Problems. About the Authors Khaled Ghedira is the general managing director of the Tunis Science City in Tunisia, Professor at the University of Tunis, as well as the founding president of the Tunisian Association of Artificial Intelligence and the founding director of the SOIE research laboratory. His research areas include MAS, CSP, transport and production logistics, metaheuristics and security in M/E-government. He has led several national and international research projects, supervised 30 PhD theses and more than 50 Master’s theses, co-authored about 300 journal, conference and book research papers, written two text books on metaheuristics and production logistics and co-authored three others.