Delivering great service is no longer optional, it’s essential. This practical guide unlocks the power of service design and equips service designers with proven frameworks and techniques that enable the co-creation of customer-centric services. This book features an extensive, illustrative case study to support service design practice.Service Design is THE guide for service designers, business leaders and digital change professionals wanting to find out more about...

All professionals need strong interpersonal skills as they are a fundamental requirement in any business environment. This book specifically addresses the application of those key skills within professional job roles and the IT industry. It forms a comprehensive and practical reference manual relevant to a huge variety of situations. Topics include: building rapport; team working; leadership; negotiation; managing conflict; presentation skills; coaching and mentoring; and problem solving.

In today's dynamic business landscape, aligning strategy with execution is critical. But how do you bridge the gap? This practical guide unlocks the power of business architecture, equipping you to design and implement solutions that deliver real-world results.Business architecture is an evolving professional discipline that is increasing in importance to organisations across the globe.Business Architecture delivers much needed clarity about business archi...

Business Analysis has never been more important, and valuable, to organisations as they strive to adapt to an ever-changing and faster-changing environment. This expanded edition of Business Analysis Techniques provides detailed guidance on the range and application of the techniques available to assist business analysts and others in their work.Business Analysis Techniques provides a foundation for the effective specification, design and development of digital sol...

Systems development is the process of creating and maintaining information systems, including hardware, software, data, procedures and people. It combines technical expertise with business knowledge and management skill. This practical book provides a comprehensive introduction to the topic and can also be used as a handy reference guide. It discusses key elements of systems development and is the only textbook that supports the BCS Certificate in Systems Development.

The Church is entering a season of change. Together, we need to restore, renew and rebuild to create a more hopeful, faith-filled future – and the book of Nehemiah shows us how.With contributions from Debra Green and Paul Weston, Cris Rogers explores how we can learn from Nehemiah’s story and restore our hearts, our focus and our world so that the Church can thrive as we join in with God’s heart for restoring all things.An inspiring call to action, this boo...

This book investigates the origins of the Catholic hierarchy’s decision to mandate celibacy and the effects this has had on Catholic culture and wider society. In part 1, Debra Maria Flint examines the history and theology of mandatory celibacy and demonstrates that this practice has no roots in Judaism or the teachings of Jesus. Flint then discusses the effects of enforced celibacy and illustrates how it cemented the creation of a patriarchal church. She argues that the consequences of th...

The HILARIOUS new novel and the year’s most perfect festive gift – from million-copy bestselling author David BaddielIt used to be the most WONDERFUL time of the year, but for years Christmas has been taken over by Winterzone.All the things that made Christmas special are gone: the human connection, the baubles passed down through generations, even the rubbish cracker jokes.Instead, Christmas is run by robots, while 3D holograms of Santa Claus calle...

A standard-setting book on intervention, Love First has helped tens of thousands of families, friends, and professionals create a loving and effective plan for helping those who suffer from addiction. This revised and expanded edition adds to the core material in this classic book with the most up-to-date scientific information and new intervention techniques for alcohol and other drug addictions.

You didn't ask for it. You didn't choose it. But microplastics are inside you right now — circulating in your blood, lodged in your lung tissue, embedded in your heart muscle, and present in organs never designed to filter plastic. Scientists have detected them in newborn babies and umbilical cord blood. In remote Arctic ice. In the deepest ocean trenches. And in the carotid plaque of cardiovascular patients, where their presence was associated with dramatically higher rates of heart attac...

What happens when a group of people see things that others do not and begin acting accordingly? The Augmented Reality of Pokémon GO: Chronotopes, Moral Panic, and Other Complexities explores this question by examining what happened after Pokémon GO, a smartphone augmented reality game, was released in July, 2016. The game overlaid the world of Pokémon onto the “real” physical world, drawing 30 million players in the first two weeks. Pokémon GO has created new ways of sensing the environmen...

This volume explores the historical, theological, sociological, and ethical dimensions of the current issues threatening the two thousand-year-old Roman Catholic Church. The interdisciplinary analysis contained within the volume exposes the destructive convictions and actions of the Roman Catholic clergy that has produced the current institutional crisis while suggesting options for moving forward. Documenting the cases that constitute the many crises currently surrounding Catholicism, the...