This book offers a basic and practical guide for a manager, quality practitioner, or anyone interested in learning and understanding the fundamental principles, concepts, tools, and techniques of quality management and process improvement. This book enables managers to have a strong foundation for effective management and improvement of operations. It strengthens quality practitioners’ approach to people, products, or services and process improvement, to influence without authority. It provides practitioners with a comprehensive understanding of the contemporary concepts of quality, guiding principles, and quality tools and techniques and on successfully implementing them. It helps enhance how practitioners perform their work and inspires them to strive for excellence. The book begins with an introduction and an overview of quality, followed by listing and explaining the selected 77 pillars (basic principles, concepts, and tools) of quality, grouped under the themes of quality, Six Sigma, and Lean Management. It examines the logical understanding of these pillars and how to implement them, providing practical examples and beneficial real case studies. The stories are based on the learning and practical experience of the author—a certified Lean Six Sigma Master Black Belt, a quality manager, and a university lecturer. This book benefits employees, partners, and customers of any organization, offering a great reference for practitioners and academics alike. It serves as a call to reflect on basic quality pillars first, before embarking on a quality improvement journey. It provides a solid foundation for managers and practitioners to exceed their customers’ expectations and excel in managing their business operations.

As a facility manager, you're concerned with building quality into your operation but possibly unsure about how to go about it in a systematic way. Perhaps it's because a Total Quality Management program seems too imposing and costly for your department to undertake. Or maybe you're leery of certain aspects of such a concerted effort, like measuring quality or marketing facility services, because they've never been adequately explained to you. Possessing considerable backgrounds in facility management, Stormy Friday and Dave Cotts understand these uncertainties. In Quality Facility Management, they have pooled their knowledge and experience to develop a comprehensive resource that demystifies the quality movement and shows you how to apply the old-fashioned but enduring commonsense principles of quality management often overshadowed by TQM. Flecked with humor and written as if the authors were simply talking to you, this refreshing new book identifies the five major elements underpinning any effective quality facility management program and takes you step by step through each one in a detailed yet accessible way. Gradually, you learn how to put these elements all together and—by incorporating selected modern techniques—devise a program to meet your specific situation. With the help of real-world examples, checklists, and other how-to aids, Quality Facility Management reveals: Why customers must be the driving force behind your quality effort, how you can exceed customers' performance expectations, and how you can effectively recover from service mistakes How quality facility management has its roots in TQM, what constitutes the major aspects of a TQM program, and how you can implement quality facility management without a full-blown TQM program Which aspects of your operation need to be measured and evaluated, which measuring tools should be used, and how to get your customers involved in the measurement process How to develop a facility marketing plan that increases awareness of your services, improves your image as a provider, and acts as an "insurance policy" in retaining the support of senior management in the face of organizational upheaval How to engineer a program of continuous quality improvement by assuming a specific leadership role, empowering frontline staff, instituting effective customer service training, and partnering with vendors The final chapter provides a bounty of practical case histories of companies that are realizing quality facility management right now, including major organizations like Celestica, Bell Atlantic, Hewlett-Packard, and Lockheed. Here, you'll find ample evidence of quality tools and strategies at work—from interior preventive maintenance crews to staff productivity improvements, infrastructure planning teams to customer satisfaction programs. Indeed, whether you're in the public or private sector, in a large or small facility, part of an in-house organization or a contracted firm, Quality Facility Management enables you to plan, organize, staff, direct, and evaluate for quality, so that you maximize your department's responsiveness to customers and your value to top management. Quality facility management is the only way to do business. Here's the only way to do quality facility management. Facility managers want to answer the call for quality but many feel they don't have the resources or guidance to make it an essential feature of their operation. Total Quality Management programs require too much of them and various aspects of the quality effort, whether it's quality measurement or facility marketing, seem hard to carry out or even beside the point. Finally there's a sensible guide that enables you to build quality into your department simply by applying basic, old-fashioned quality principles and selected modern techniques—Quality Facility Management With the assistance of examples, checklists, and other handy tools, this invigorating resource reveals the five key aspects of quality facility management and shows you how to bring them all together to develop a program that fits your particular circumstances. Emphasizing why your customers are the driving force behind your quality efforts, Quality Facility Management helps you: Surpass customers' performance expectations and recover effectively from even the most damaging mistakes Provide quality facility management without implementing a formal TQM program Accurately measure critical aspects of your operation and act effectively on that feedback Devise a facility marketing plan that enhances your department's image with customers and top management Put a program of continuous quality improvement into effect through leadership, staff training and empowerment, vendor collaborations, and other proven means Packed with case studies of facility managers who are building quality into their operation, Friday and Cotts's Quality Facility Management illustrates how your quest for quality can dramatically upgrade customer and senior management satisfaction—without draining department resources.

Since this classic book was first published in 2003, sustainability has increasingly become mainstream business for leading corporations, whilst the topic itself has also been a hotly debated political issue across the globe. The sustainability phase models originally discussed in the book have become more relevant with ever more examples of organizations at later stages in the development of corporate sustainability. Bringing together global issues of ecological sustainability, strategic human resource management, organizational change, corporate social responsibility, leadership and community renewal, this new edition of the book further develops its unified approach to corporate sustainability and its plan of action to bring about corporate change. It integrates new research and brings illustrative case studies up to date to reflect how new approaches affect change and leadership. For the first time, a new positive model of a future sustainable world is included - strengthened by references to the global financial crisis, burgeoning world population numbers and the rise of China. With new case studies including BP's Gulf oil spill and Tokyo Electric Company's nuclear reactor disaster, this new edition will again be core reading for students and researchers of sustainability and business, organizational change and corporate social responsibility.

These proceedings represent the work of researchers presenting at the 16th European Conference on Knowledge Management (ECKM 2015). We are delighted to be hosting ECKM at the University of Udine, Italy on the 3-4 September 2015. The conference will be opened with a keynote from Dr Madelyn Blair from Pelerei Inc., USA on the topic “The Role of KM in Building Resilience”. On the afternoon of the first day Dr Daniela Santarelli, from Lundbeck, Italy will deliver a second keynote speech. The second day will be opened by Dr John Dumay from Macquarie University, Sydney, Australia. ECKM is an established platform for academics concerned with current research and for those from the wider community involved in Knowledge Management to present their findings and ideas to peers from the KM and associated fields. ECKM is also a valuable opportunity for face to face interaction with colleagues from similar areas of interests. The conference has a well-established history of helping attendees advance their understanding of how people, organisations, regions and even countries generate and exploit knowledge to achieve a competitive advantage, and drive their innovations forward. The range of issues and mix of approaches followed will ensure an interesting two days. 260 abstracts were initially received for this conference. However, the academic rigor of ECKM means that, after the double blind peer review process there are 102 academic papers, 15 PhD research papers, 1 Masters research papers and 7 Work in Progress papers published in these Conference Proceedings. These papers reflect the continuing interest and diversity in the field of Knowledge Management, and they represent truly global research from many different countries, including Algeria, Austria, Bosnia and Herzegovina, Brazil, Canada, Chile, Colombia, Cuba, Cyprus, Czech Republic, Estonia, Finland, France, France, Germany, Hungary, India, Indonesia, Iran, Ireland, Italy, Japan, Jordan, Kenya, Lithuania, Mexico, Nigeria, Norway, Pakistan, Poland, Portugal, Romania, Russia, Slovakia, Slovenia, South Africa, Spain, Sri Lanka, Sultanate of Oman, Sweden, Switzerland, Thailand, The Netherlands, UK, United Arab Emirates, USA and Venezuela.

This book offers a basic and practical guide for any manager, quality practitioner, quality learners or anyone who is interested to learn and understand the fundamental principles and concepts of quality management and process improvement. For managers, it will enable them to have a strong foundation for effective management and improvement of their operations. For quality practitioners, it will strengthen their approach to people, products or services, and process improvement. It will enable them to influence without authority. For everyone else, it will help them in enhancing the way they do their work and inspire them to strive for excellence. For learners, it will provide a comprehensive understanding of the contemporary concepts of quality, guiding principles, quality tools and techniques, and how they can be implemented successfully.The book begins with an introduction and overview of quality followed by the listing and explanation of the selected top 77 pillars (basic principles and concepts) of quality grouped under the themes of Quality, Six Sigma and Lean Management. The book examines the logical understanding of these principles and how they can be implemented through providing practical examples and real case studies which are inspiring to learn about. These stories are based on the learning and practical experience of the author himself who is a Lean Six Sigma Master Black Belt. It will help benefit employees, partners and customers of any organization and is a great reference for practitioners and academics alike. It serves as a call to reflect on basic pillars first, prior to embarking on a quality improvement journey. It provides a solid foundation for managers and practitioners to exceed expectations and excel in the way they do business.

"The purpose of the Guide on Livelihoods and Economic Recovery Programming in Crisis and Post-Crisis Situations is to connect UNDP Country Offices and their partners with global knowledge and experience on this subject. The Guide documents, for the first time, the accumulation of expertise that UNDP has gained in livelihoods and economic recovery programming in crisis and post-crisis situations over the years. Dozens of UNDP practitioners at the country, regional, and headquarters levels contributed to its preparation. The Guide also draws upon the documented experiences of other development partners."--Publisher website.