Ms Elizabeth Harrin's Books

Customer-Centric Project Management

By: Mr Phil Peplow,Ms Elizabeth Harrin

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Customer-Centric Project Management

By: Mr Phil Peplow,Ms Elizabeth Harrin

There has been a sea-change in the focus of organizations - whether private or public - away from a traditional product- or service-centricity towards customer-centricity and projects are just as much a part of that change. Projects must deliver value; projects must involve stakeholders, and Elizabeth Harrin and Phil Peplow demonstrate convincingly that stakeholders are the ones who get to decide what ‘value’ actually means. Customer-Centric Project Management is a short guide explaining what customer-centricity means in terms of how you work and its importance for project performance; using tools and processes to guide customer-centric thinking will help you see the results of engagement and demonstrate how things can improve, even on difficult projects. The text provides a straightforward implementation guide to moving your own business to a customer-centric way of working, using a model called Exceed and provides some guidance for ensuring that customer-centricity is sustainable and supported in the organization. This is a practical, rigorous and well-researched text. It draws on established models and uses the example of project implementation in a healthcare environment to demonstrate the impact of this significant way of thinking about value. The authors can’t guarantee that the Exceed process will radically improve project success rates, and no process can. Adopting a customer-centric mindset and using the Exceed process to measure and monitor customer satisfaction will, however, help you move towards working with happier, more engaged stakeholders.

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Page Count

137

Publisher

Gower Publishing, Ltd.

Published Date

ISBN 10

1409483797

ISBN 13

9781409483793

A Short Guide to Risk Appetite

By: Ms Ruth Murray-Webster,Dr David Hillson

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A Short Guide to Risk Appetite

By: Ms Ruth Murray-Webster,Dr David Hillson

Risk appetite is a hot topic, driven both by corporate governance requirements and senior managers’ need to make risk-based decisions. But despite the high level of interest, there is no consensus on what risk appetite is, how it should be expressed or measured, or how it can be practically used in business or projects. In A Short Guide to Risk Appetite David Hillson and Ruth Murray-Webster cut through the confusion to produce clear definitions and simple guidelines, helping us to answer the important question: ‘How much risk should we take?

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Page Count

169

Publisher

Gower Publishing, Ltd.

Published Date

ISBN 10

1409484637

ISBN 13

9781409484639

A Short Guide to Facilitating Risk Management

Engaging People to Identify, Own and Manage Risk

By: Ms Ruth Murray-Webster,Dr Penny Pullan

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A Short Guide to Facilitating Risk Management

Engaging People to Identify, Own and Manage Risk

By: Ms Ruth Murray-Webster,Dr Penny Pullan

A Short Guide to Facilitating Risk Management is for all those who need to make sound decisions in important but risky situations; people who work with groups to identify, prioritize and respond to risks, and who wish to deliver value. The authors provide readable and practical advice in terms of avoiding pitfalls, understanding risk management and the role of facilitator. They include guidance for running workshops, and working with small groups and individuals.

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Page Count

168

Publisher

Gower Publishing, Ltd.

Published Date

ISBN 10

1409459128

ISBN 13

9781409459125

Book's by Ms Elizabeth Harrin

Customer-Centric Project Management

Customer-Centric Project Management

A Short Guide to Risk Appetite

A Short Guide to Risk Appetite

A Short Guide to Facilitating Risk Management

A Short Guide to Facilitating Risk Management

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