Search Results for Support services (Management)SirsiDynix Enterprisehttp://kllibrary.dbkl.gov.my/client/en_US/pkl/pkl/qu$003dSupport$002bservices$002b$002528Management$002529$0026ps$003d300?2025-10-28T15:47:28ZProcess mapping and managementent://SD_ILS/0/SD_ILS:1851812025-10-28T15:47:28Z2025-10-28T15:47:28ZConger, Sue A. Author<br/>As the economy moves toward a services orientation, companies are struggling with how to improve their offerings. Process management is a key component of the services that companies provide. This book has three main parts: mapping, improvement, and error-proofing and metrics. In the first part--mapping--the reader will learn how to map a process so that the map is immediately understandable for identifying the roles, work steps, and automation support used in process delivery. The second part--improvement--provides a series of techniques for defining, prioritizing, and analyzing problems from several perspectives. The first perspective is called "leaning," and its purpose is to remove waste from an existing process. The second perspective is "cleaning," during which the remaining steps following leaning are analyzed for possible improvement. The third perspective is "greening," which explores opportunities and trade-offs for outsourcing, coproduction, and environmental improvements related to the process. The final third of the book--error-proofing and metrics--presents several techniques for ensuring risk mitigation for the new process and for measuring changes that define their impacts, and illustrates a method for proposing changes to executives in a "case for change." Overall, the book provides a blueprint of how to develop a discipline for process management that applies to any type of work.<br/>2011<br/>Perpustakaan Kuala Lumpur<br/>ISBN 9781606491294<br/>IT service management : a guide for ITIL V3 foundation exam candidatesent://SD_ILS/0/SD_ILS:1764462025-10-28T15:47:28Z2025-10-28T15:47:28ZBrewster, Ernest<br/>2010<br/>Perpustakaan Kuala Lumpur Perpustakaan Kuala Lumpur, Cawangan Taman Tun Dr Ismail<br/>ISBN 9781906124199<br/>Service offerings and agreements : a guide for ITIL V3 Intermediate exam candidatesent://SD_ILS/0/SD_ILS:1764622025-10-28T15:47:28Z2025-10-28T15:47:28ZGriffiths, Richard<br/>2010<br/>Perpustakaan Kuala Lumpur<br/>ISBN 9781906124601<br/>IT service management foundation practice questions : for ITIL v3 foundation exam candidatesent://SD_ILS/0/SD_ILS:1764472025-10-28T15:47:28Z2025-10-28T15:47:28ZMann, Steve Gannon, Tony Mear, Nigel<br/>2009<br/>Perpustakaan Kuala Lumpur Perpustakaan Kuala Lumpur, Cawangan Taman Tun Dr Ismail<br/>ISBN 9781906124182<br/>World class IT service deliveryent://SD_ILS/0/SD_ILS:1766632025-10-28T15:47:28Z2025-10-28T15:47:28ZWheatcroft, Peter<br/>2007<br/>Perpustakaan Kuala Lumpur<br/>ISBN 9781902505824<br/>The complete guide to customer supportent://SD_ILS/0/SD_ILS:232142025-10-28T15:47:28Z2025-10-28T15:47:28ZFleisher, Joe and Read Brendan<br/>2002<br/>ISBN 9781578200979<br/>Oracleent://SD_ASSET/0/7022025-10-28T15:47:28Z2025-10-28T15:47:28ZElectronic / Digital Magazine<br/>Pdf Documents<br/><a href="http://kllibrary.dbkl.gov.my/client/en_US/search/asset/702">http://kllibrary.dbkl.gov.my/client/en_US/search/asset/702</a>702<br/>Changing of guards : happy retirement Che Det, congratulations and welcome Pak Lahent://SD_ASSET/0/40952025-10-28T15:47:28Z2025-10-28T15:47:28ZShamsuhaimie<br/>Kuala Lumpur City News : Issue 1/November 2003<br/>Pdf Documents<br/><a href="http://kllibrary.dbkl.gov.my/client/en_US/search/asset/4095">http://kllibrary.dbkl.gov.my/client/en_US/search/asset/4095</a>4095<br/>Stress on efficient and effective service - YB Tan Sri Hj, Mohd Isaent://SD_ASSET/0/40972025-10-28T15:47:28Z2025-10-28T15:47:28ZShamsuhaimie<br/>Kuala Lumpur City News : issue 2/March 2004<br/>Pdf Documents<br/><a href="http://kllibrary.dbkl.gov.my/client/en_US/search/asset/4097">http://kllibrary.dbkl.gov.my/client/en_US/search/asset/4097</a>4097<br/>