Tips on making your call center a genuine profit centerIn North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call cen...

Use your next three-day weekend to develop valuable Lean Six Sigma skillsWith the integration of Lean and Six Sigma, businesses have a potent tool in the never-ending drive to deliver top-quality service and products. But you don’t need to be a Black Belt to build quality and efficiency into all areas of your operation; you just need The McGraw-Hill 36-Hour Course: Lean Six Sigma.Sheila Shaffie and Shahbaz Shahbazi, leading Six Sigma experts and tr...

The professional standard in the field of project management, A Guide to the Project Management Body of Knowledge better known as the PMBOK® Guide published by the Project Management Institute (PMI®) serves as the ultimate resource for professionals and as a valuable studying and training device for students taking the PMP® exam.A User's Manual to the PMBOK® Guide takes the next logical step to act as a true user's manual. Its accessible format and easy-to-underst...

The must-have manual to understand and use the latest edition of the Fifth EditionThe professional standard in the field of project management, A Guide to the Project Management Body of Knowledge (PMBOK® Guide—Fifth Edition) published by the Project Management Institute (PMI®) serves as the ultimate resource for professionals and as a valuable studying and training device for students taking the PMP® Exam. A User's Manual to the PMBOK...

Note: This pocket book is available in several languages: English, German, French, Spanish, Dutch. This pocket guide is based on the PMBOK® Guide Fifth Edition. It contains a summary of the PMBOK® Guide, to provide a quick introduction as well as a structured overview of this framework for project management. This pocket guide deals with the key issues and themes within project management and the PMBOK® Guide as follows: - Key terms and definitions in the project management profession - A ...

Schedule and cost control are the key elements of successful project management. Yet, over 80% of all projects start with underestimated schedules and costs and are doomed to exceed projections before they begin. This clear and concise book demonstrates how to establish realistic estimates for successful project completion. It illustrates how to control a projects schedule and costs, but more importantly, it shows the reader how to develop the projects plans and processes so that controlli...

Complete coverage of all current objectives for the CAPM and PMP exams—more than 1,000 practice exam questions and in-depth explanations in total!Thoroughly revised for the current PMI Project Management Body of Knowledge (PMBOK), this up-to-date resource offers complete coverage of all the material included on the Certified Associate in Project Management and Project Management Professional exams. You’ll find learning objectives at the beginning of each chapter, exam tips, pract...

The definitive guide to manufacturing planning and control--FULLY REVISED AND UPDATED FOR THE CPIM EXAMImprove supply chain effectiveness, productivity, customer satisfaction, and profitability with help from this authoritative resource. Completely up-to-date, Manufacturing Planning and Control for Supply Chain Management: APICS/CPIM Certification Edition offers comprehensive preparation for the challenging CPIM exam with hundreds of practice exam questions and detailed ...

Drawing on her many years as a consultant to numerous companies big and small, author Rose Hightower infuses Internal Controls Policies and Procedures with her wealth of experience and knowledge. Instead of reinventing the wheel, your company can use this useful how-to manual to quickly and effectively put a successful program of internal controls in place. Complete with flowcharts and checklists, this essential desktop reference is a best practices model for establishing and enha...

PMP Exam Cram, Fifth EditonProject Management ProfessionalCovers the PMBOK Fifth Edition and 2013 ExamPMP Exam Cram, Fifth Edition, is the perfect study guide to help you pass the 2013 PMP Exam. It provides coverage and practice questions for every exam topic. The book contains an extensive set of preparation tools such as quizzes and Exam Alerts, while the CD-ROM provides real-time practice and feedback with a 200-question test engine.Covers the cr...

Winner of the Project Management Institute’s David I. Cleland Project Management Literature Award 2010 It’s no wonder that project managers spend so much time focusing their attention on risk identification. Important projects tend to be time constrained, pose huge technical challenges, and suffer from a lack of adequate resources. Identifying and Managing Project Risk, now updated and consistent with the very latest Project Management Body of Knowledge (PMBOK)® Guide, takes readers throug...