Service Management Workbook: Achieving Profit Potential In the New Millennium It is said that luck is when opportunity meets preparedness. The goal of the new Millennium is to be prepared when opportunity arises. To achieve this goal it is The evolution of service as a valuable product has necessitated the development of the service manager. It takes increased skills to define customer needs rather than waiting for them to tell you what they want. It takes increased effort to develop a contract with a customer that includes all of their unit, parts and service needs, rather than just servicing the units that the sales department sells. Eliminating the work of scheduling regular maintenance, finding emergency repair service at any time or place, and tracking total cost of ownership is valuable to every customer, large or small. The service department in any dealership is becoming increasingly important, making your role, as manager, more complex and challenging than ever. Fewer and fewer decision-makers will determine who services their equipment. Building a strong relationship with these customers is vital to every dealership. Fleet management contracts are becoming the norm as customers outsource all functions that are not part of their core businesses. The success of these long-term, contractual relationships rests, in large part, with you and your department. The customer service that you provide, the value of your services and the cost control that you maintain will determine your dealership's success in the future. The purpose of this workbook is to prepare you for this opportunity. The Service Workbook is a tool to help you professionally manage the service department of yourdealership. The view of service and the service manager that we present may be very different than the way in which you currently view your position and your department. We argue that service is increasing in its importance to customer satisfaction, and as a profit center. It is vital to look at service individually in terms of efficiency, effectiveness, productivity, expense control, and profitability. We present long-term objectives in a number of critical areas that you can use as guidelines. It will be your job to set short-term objectives based on your company's strategies and markets. This reference book is designed to be a tool regardless of your short and long-term objectives. We present methods for improving results. No matter what the size and makeup of your dealership is, this workbook will help you to achieve your performance objectives. Industrial products are increasingly viewed as commodity items and have become more price-sensitive. It is very difficult to distinguish yourself through product quality and innovation for any extended length of time. After-market services are becoming increasingly more profitable. Quality services tailored for the customer and carried out by well-trained personnel are key for your service department in today's market. Work with the customer to define their needs and the customer is yours. Providing products becomes an extension of the services you provide them. This skill and effort can pay off if, as a dealership, you are ready to make the commitment to broaden your product line. No longer are you only selling units and making a profit on parts and sales. Now you are selling service; it is a product and should provide an appropriateprofit. In fact, appropriate pricing will make service the most profitable business area of the dealership, as a percent of sales.
Every government engages in budgeting and public financial management to run the affairs of state. Effective budgeting empowers states to prioritize policies, allocate resources, and discipline bureaucracies, and it contributes to efficacious fiscal and macroeconomic policies. Budgeting can be transparent, participatory, and promote democratic decision-making, or it can be opaque, hierarchical, and encourage authoritarian rule. This book compares budgetary systems around the world by examining the economic, political, cultural, and institutional contexts in which they are formulated, adopted, and executed. The second edition has been updated with new data to offer a more expansive set of national case studies, with examples of budgeting in China, India, Indonesia, Iraq, and Nigeria. Chapters also discuss Brexit and the European Union's struggle to require balances budgets during the Euro Debt Crisis. Additionally, the authors provide a deeper analysis of developments in US budgetary policies from the Revolutionary War through the Trump presidency.
Updated to include discussion of Afghanistan & Iraq, this text explores the recent history of military-civilian interaction in the context of international military intervention, & develops a framework for assessing military costs against civilian benefits.
This authoritative sourcebook is a timely decision-making tool for companies making the transition to (or already using) e-learning. Featuring all-original contributions from high-profile practitioners and renowned theorists, the book reveals how top companies are implementing and using this crucial employee development tool. Topics include: * analyzing organizational need * selling e-learning to the organization * learning management systems * synchronous collaboration * learning portals * repurposing materials * outsourcing and vendor relations. Other chapters focus on motivation and retention, technological and software options, measuring ROI, and more.
Plant Pathology, Second Edition incorporates developments in identifying pathogens and disease diagnosis. This book is organized into two major parts encompassing 16 chapters that discuss general aspects of plant diseases and specific plant diseases caused by various microorganisms. This edition includes chapters or sections on diseases caused by mycoplasma-like organisms, rickettsia-like bacteria, viroids, and protozoa. Information on the genetics of plant diseases, the development of resistant varieties, and their vulnerability to new pathogen races is added in this release. It also includes information on the development of epidemics. The presentation of these topics is followed by a discussion on systemic fungicides and biological control of diseases, as well as postharvest diseases of plant products. Furthermore, this edition also explains mycotoxins and mycotoxicoses, as well as techniques of isolation, culturing, indexing, and identification of pathogens. It also studies mycorrhiza and root-nodule bacteria. Considerable chapters describe diseases caused by fungi and those caused by bacteria, which have been organized in logical, cohesive groups according to their most important symptoms. Diagrams of disease cycles, groups of pathogens and symptoms, and techniques and concepts of plant pathology are incorporated in each chapter. Moreover, this edition provides numerous photographs (macroscopic, microscopic, electron micrographs, and scanning electron micrographs) that illustrate concepts, pathogens, and symptoms. Teachers and students who are interested in plant pathology and plant diseases and control will find this book very helpful.
A new scholarly edition of an Ohio boy soldier’s revealing post-Civil War memoir. This annotated edition of Holliday’s recollections—known primarily among historians of the American West—re-contextualizes his memoir to include his boyhood in southern Ohio and the largely untold story of the hundreds of Buckeyes who crossed the Ohio River to serve their country in Virginia (later West Virginia) regiments, ultimately traveling across Kansas, Nebraska, Colorado, and Wyoming to safeguard mail and stage routes along the celebrated Oregon Trail during a pivotal time in American history. Glenn Longacre’s extensive research in federal, state, and local archives, manuscript collections, and period newspapers complements his correspondence with the living descendants of Holliday and other soldiers. His research integrates this story deservedly as part of Appalachian history before, during, and after the Civil War. From this perspective it addresses an entirely new audience of Appalachian studies scholars, Civil War and frontier history enthusiasts, students, and general readers.
Why has the United States experienced so many crippling financial crises? The popular answer: U.S. banks have long been poorly regulated, subjecting the economy to the whims of selfish interest, which must be tempered by more government regulation and centralization. George Selgin turns this conventional wisdom on its head. In essays covering U.S. monetary policy since before the Civil War, he painstakingly traces financial disorder to its source: misguided government regulation, dispelling the myth of the Federal Reserve as a bulwark of stability.
A Map Of The Harbor Islands is the long-awaited novel from J. G. Hayes, the critically acclaimed bestselling author of This Thing Called Courage and Now Batting for Boston. This book charts the turbulent life courses of two South Boston friends, Danny O'Connor and Petey Harding, from their childhoods through their adult lives. `Golden Boy' Petey has it all going for him - brains, charisma and his close friendship with Danny. Then an accident on the baseball field changes everything. Petey wakes from a coma a different person, completely different from the boy Danny knew and loved. Gone are the old habits, the old joy of baseball, the old way of thinking. Petey is left with a stutter and a new appreciation for life that Danny sometimes just cannot understand. Petey begins to tell stories and make maps - dragging a grudging Danny along. Over the years Danny begins to understand Petey, and slowly, he also begins to learn more about himself. Then Petey confesses that he is gay, which sends Danny on an odyssey he never dreamed could happen. Petey's map is one of hope for Danny and him, to escape the urban ghetto of South Boston. They are two wayfaring friends who swear a love for one another until the very end. A Map Of The Harbor Islands carries the reader on a journey into the beauty of the world, physically and emotionally, along a current of love, friendship, self-growth and redemption.
Why does hunger persist in a world of plenty? Ending Hunger Worldwide challenges the naive notion that everyone wants hunger to end, arguing that the powerful care - but not enough to make a difference. George Kent argues that the central focus in overcoming hunger should be on building stronger communities. It is these communities which can provide mutual support to ensure that people don't go hungry. Kent demonstrates that there is not a shortage of food but of what Amartya Sen terms 'opportunities', and that developing tight-knit communities will lead to more opportunities for the hungry and undernourished. Ending Hunger Worldwide challenges dominant market-led solutions, and will be essential reading for activists, NGO workers and development students looking for a fresh perspective.
Plant bugs--Miridae, the largest family of the Heteroptera, or true bugs--are globally important pests of crops such as alfalfa, apple, cocoa, cotton, sorghum, and tea. Some also are predators of crop pests and have been used successfully in biological control. Certain omnivorous plant bugs have been considered both harmful pests and beneficial natural enemies of pests on the same crop, depending on environmental conditions or the perspective of an observer.As high-yielding varieties that lack pest resistance are planted, mirids are likely to become even more important crop pests. They also threaten crops as insecticide resistance in the family increases, and as the spread of transgenic crops alters their populations. Predatory mirids are increasingly used as biocontrol agents, especially of greenhouse pests such as thrips and whiteflies. Mirids provide abundant opportunities for research on food webs, intraguild predation, and competition.Recent worldwide activity in mirid systematics and biology testifies to increasing interest in plant bugs. The first thorough review and synthesis of biological studies of mirids in more than 60 years, Biology of the Plant Bugs will serve as the basic reference for anyone studying these insects as pests, beneficial IPM predators, or as models for ecological research.
The Poinars are world leaders in the study of amber fossils and have spent years examining the uniquely rich supply that has survived from the ancient forests of the Dominican Republic. They draw on their research here to reconstruct in words, drawings, and spectacular color photographs the ecosystem that existed on the island of Hispaniola between fifteen and forty-five million years ago. The Poinars present richly detailed drawings of how the forests once appeared. They discuss how and when life colonized Hispaniola and what caused some forms to become extinct. Along the way, they describe how amber is formed, how and where it has been preserved, and how it is mined, sold, and occasionally forged for profit today.
From the railroads' beginnings in the early 1870s to the complex rail network of the 1900s, the advance and decline of the copper industry in Michigan's Upper Peninsula was mirrored by the railroads that served it. With the abandonment in 1976 of the Houghton tracks of the Soo Line (formerly the Mineral Range, Duluth South Shore and Atlantic), Copper Country was once again without the railroad service that built it. This book seeks to tell this rich story of Copper Country railroads through a collection of pictures from various archival sources, including the authors' personal collections, the Houghton County Historical Society, Keweenaw County Historical Society, the Rudolf Maki collection, the Chuck Pomazal collection, the Michigan Technological University Van Pelt Library Archives, and the National Park Service archives.
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