This text examines the dynamics of exceptional customer service. Develops skills necessary in dealing with customers effectively, using creative techniques to improve communication skills to achieve customer satisfaction.
Struggling with data at work? Wasting valuable time working in multiple spreadsheets to gain an overview of your business? Find it hard to gain sharp insights from piles of data on your desktop?
If you are looking to enhance your efficiency in the office and improve your performance by making sense of data faster and smarter, then this advanced data analysis course is for you.
If you have already sharpened your spreadsheet skills in Data Analysis: Take It to the MAX(), this course will help you dig deeper. You will learn advanced techniques for robust data analysis in a business environment. This course covers the main tasks required from data analysts today, including importing, summarizing, interpreting, analyzing and visualizing data. It aims to equip you with the tools that will enable you to be an independent data analyst. Most techniques will be taught in Excel with add-ons and free tools available online. We encourage you to use your own data in this course but if not available, the course team can provide.
These course materials are part of an online course of TU Delft. Do you want to experience an active exchange of information between academic staff and students? Then join the community of online learners and enroll in this MOOC. This course is part of the Data Analysis XSeries.
This course is designed to introduce first-year Sloan MBA students to the fundamental techniques of using data. In particular, the course focuses on various ways of modeling, or thinking structurally about decision problems in order to make informed management decisions.
The essential function of a manager is to make decisions. Decision-making is about making choices between alternatives to reach a goal or objective. In our personal lives, decision-making can involve determining many things, such as where we live, what foods we eat, and who our friends are. In business, decision-making can revolve around the products and services that a company offers, the markets it serves, the people it hires, and so on.
In this course, we will look at the decision-making process, paying close attention to the basic decision types, tools, methods, and insights to help you quickly learn how it involves both logic and emotion. When you complete the course, you will have practical tools to quickly determine the type of decision you are trying to make, the available tools and methods you may use, and the way to effectively engage your teams in the process.
Introduction to the theory and application of large-scale dynamic programming. Markov decision processes. Dynamic programming algorithms. Simulation-based algorithms. Theory and algorithms for value function approximation. Policy search methods. Games. Applications in areas such as dynamic resource allocation, finance and queueing networks, among others.
To build a high-growth, sustainable firm, an entrepreneur must know how to locate and recruit talented people and how to manage and retain them. Subject focuses on building, running, and growing an organization. Students examine three central themes: how to think analytically about designing organizational systems; how leaders, especially founders, play a critical role in shaping an organization's culture; and how to build a successful organization for the long-term. Through a series of cases, lectures, and readings, students address the principles of organizational architecture, group behavior and performance, interpersonal influence, leadership and motivation in entrepreneurial settings. Students develop competencies in organizational design, human resources management, and organizational behavior in the context of a new, small firm. This subject is about building, running, and growing an organization. Subject has four central themes: How to think analytically about designing organizational systems How leaders, especially founders, play a critical role in shaping an organization's culture What really needs to be done to build a successful organization for the long-term and What one can do to improve the likelihood of personal success. Not a survey of entrepreneurship or leadership; subject addresses the principles of organizational architecture, group behavior and performance, interpersonal influence, leadership and motivation in entrepreneurial settings. Through a series of cases, lectures, readings and exercises students develop competencies in organizational design, human resources management, leadership and organizational behavior in the context of a new, small firm.
Developing New Products and Services by Sanders is an outstanding contribution to market research. The book focuses on the upfront activities and ideas for new product and service development.
A central theme of Developing New Products and Services is that there is, or should be, a constant struggle going on in every organization, business, and system between delivering feature-rich versions of products and services using extravagant engineering and delivering low-cost versions of products and services using frugal engineering. Students will come away with this notion and how to manifest it as a contributing employee at any company.
A number of powerful concepts and tools are presented so your students can better understand how to facilitate new product development. For example, three templates are featured that facilitate new product and service development. The FAD (features, attributes, and design) template is used to identify the features and attributes that can be used for product and service differentiation. The Ten–Ten planning process contains two templates: an Organizational and Industry Analysis template and the Business Plan Overview template. These two templates coupled with the FAD template can be used to develop a full-blown business plan.
In addition, Developing New Products and Services includes the following topics: entrepreneurship, technology and product life cycles, product and service versioning, product line optimization, creativity, lock-in real options, business valuation, and project management.
This course emphasizes dynamic models of growth and development. Topics covered include: migration, modernization, and technological change; static and dynamic models of political economy; the dynamics of income distribution and institutional change; firm structure in developing countries; development, transparency, and functioning of financial markets; privatization; and banks and credit market institutions in emerging markets.
At MIT, this course was team taught by Prof. Robert Townsend, who taught for the first half of the semester, and Prof. Abhijit Banerjee, who taught during the second half. On OCW we are only including materials associated with sessions one through 13, which comprise the first half of the class.
" Topics include productivity effects of health, private and social returns to education, education quality, education policy and market equilibrium, gender discrimination, public finance, decision making within families, firms and contracts, technology, labor and migration, land, and the markets for credit and savings."
This class surveys developmental entrepreneurship via case examples of both successful and failed businesses and generally grapples with deploying and diffusing products and services through entrepreneurial action. By drawing on live and historical cases, especially from South Asia, Africa, Latin America as well as Eastern Europe, China, and other developing regions, we seek to cover the broad spectrum of challenges and opportunities facing developmental entrepreneurs. Finally, we explore a range of established and emerging business models as well as new business opportunities enabled by developmental technologies developed in MIT labs and beyond.
This Book Will Be Helpful to:
Managers-
This book is aimed primarily at those who are responsible for implementing accessibility at an organizational level. These people tend to be managers, but may also be accessibility specialists, whose role it is to oversee the implementation of accessibility strategies and awareness throughout an organization.
Web Developers-
Web developers may also wish to read this book to expand their understanding of the organizational aspects of implementing accessibility, extending their role as an IT accessibility specialist, often being the person who leads the implementation of accessibility culture in an organization.
Everyone Else-
While managers and web developers are the primary audience for this book, anyone who has an interest in the aspects of implementing accessibility culture in an organization will find this book informative.
Digital Anthropology is a Spring 2003 applied social science and media arts seminar, surveying the blossoming arena of digital-artifact enabled experimental sociology/anthropology.ĺĘWe will emphasize onĺĘboth (a) Technology Testbeds -- systematically deploying research lab prototypes and corporate pre-production products in a sample human organizational population and carefully observing the social consequences, and (b) Sociometrics -- using digital artifacts to better observe and measure the complex social reality of interesting human systems.
Discrete stochastic processes are essentially probabilistic systems that evolve in time via random changes occurring at discrete fixed or random intervals. This course aims to help students acquire both the mathematical principles and the intuition necessary to create, analyze, and understand insightful models for a broad range of these processes. The range of areas for which discrete stochastic-process models are useful is constantly expanding, and includes many applications in engineering, physics, biology, operations research and finance.
Introduces the process of social research, emphasizing the conceptualization of research choices to ensure validity, relevance, and discovery. Includes research design and techniques of data collection as well as issues in the understanding, analysis, and interpretation of data. This course is designed to lay the foundations of good empirical research in the social sciences. It does not deal with specific techniques per se, but rather with the assumptions and the logic underlying social research. Students become acquainted with a variety of approaches to research design, and are helped to develop their own research projects and to evaluate the products of empirical research.
A large proportion of contemporary research on organizations, strategy, innovation and management relies on quantitative research methods. Subject examines the research process as the goal is to help students understand the relationship between theory, data and statistical methods. It is designed to provide an introduction to some of the most commonly used quantitative techniques, including logit/probit models, count models, event history models, and pooled cross-section techniques.
Focuses on the role of the business improvement district (BID) as a popular and contemporary tool for urban revitalization. Explores BID origins, theoretical underpinnings, enabling legislation, and organizational issues. Emphasizes BID service provision including advocacy, marketing, sanitation, streetscape improvement, security and transportation, while examining BID performance using such indicators as crime rates, vacancy rates, and retail sales. Considers BID organizations throughout North America as well as comparable schemes in Australia, Holland, Japan, New Zealand, South Africa, and the United Kingdom. This course focuses on the origins, functions, and implications of downtown management organizations (DMOs), such as business improvement districts, in a variety of national contexts including the United States, Canada, South Africa, and the United Kingdom. It critically examines how a range of urban theories provide a rationale for the establishment and design of DMOs; the evolution and transnational transfer of DMO policy; and the spatial and political externalities associated with the local proliferation of DMOs. Particular emphasis is given to the role of DMOs in securing public space.
The first two weeks of this course are an overview of performing improvisation with introductory and advanced exercises in the techniques of improvisation. The final four weeks focus on applying these concepts in business situations to practice and mastering these improvisation tools in leadership learning.
"This course focuses on dynamic optimization methods, both in discrete and in continuous time. We approach these problems from a dynamic programming and optimal control perspective. We also study the dynamic systems that come from the solutions to these problems. The course will illustrate how these techniques are useful in various applications, drawing on many economic examples. However, the focus will remain on gaining a general command of the tools so that they can be applied later in other classes."
One of the many challenges facing the countries in the Asia-Pacific today is preparing their societies and governments for globalization and the information and communication revolution. Policy-makers, business executives, NGO activists, academics, and ordinary citizens are increasingly concerned with the need to make their societies competitive in the emergent information economy.
The e-ASEAN Task Force and the UNDP Asia Pacific Development Information Programme (UNDP-APDIP) share the belief that with enabling information and communication technologies (ICTs), countries can face the challenge of the information age. With ICTs they can leap forth to higher levels of social, economic and political development. We hope that in making this leap, policy and decision-makers, planners, researchers, development practitioners, opinion-makers, and others will find this series of e-primers on the information economy, society, and polity useful.
Examines the long term effects of information technology on business strategy in the real estate and construction industry. Considerations include: supply chain, allocation of risk, impact on contract obligations and security, trends toward consolidation, and the convergence of information transparency and personal effectiveness. Resources are drawn from the world of dot.com entrepreneurship and "old economy" responses. Taught by case study method and grading is based on class participation and papers.