Service management is a growing field of research. However, pursuing service excellence in healthcare is a difficult balancing act with scarce resources. Bringing together our insights on the functioning of healthcare organisations and our knowledge on service and operations management has led to the theme for this book: ‘Service Management in Healthcare: A Balancing Act’. The book is meant for executives in the healthcare sector who are looking for suggestions on service excellence. It is also a useful handbook for students. Through many practical examples, this book tries to bridge the gap between academic knowledge and daily practice.

Public Employment Services are confronted with the ever-changing world of work from various angles: as organisation, as employer and as key actor on the labour market. Decisive mega trends such as globalisation, demographic shifts or migration, driven by tremendous technological developments and characterised by a considerable extent of complexity and volatility, have a huge impact on our labour markets and finally on PES.

Guiding citizens through this (r)evolution and supporting them to manage necessary or desired transitions is a shared challenge of European PES and a huge public responsibility PES are actively taking up. Thereby PES are contributing to well-balanced labour markets which are essential for sustainable growth and for maintaining our social welfare supporting systems.

PES jointly develop solutions through exchanging and learning from each other, rethinking practices and policies and continuously improving their organisations for more sustainable and inclusive labour markets and in order to better serve employers and jobseekers. This book gives an insight into PES policies and practices which are inspired by the close collaboration in the PES Network. PES Network members reflect on their European-wide learning organisation, they point out challenges and their strategic and operational answers from a national perspective, bringing in valuable personal experience. “PES Policies and Practices” thus touches upon a broad variety of PES core topics and gives you the chance to understand their business in a politically shaped environment, characterised by a unique collaboration.

Public Employment Services are confronted with the ever-changing world of work from various angles: as organisation, as employer and as key actor on the labour market. Decisive mega trends such as globalisation, demographic shifts or migration, driven by tremendous technological developments and characterised by a considerable extent of complexity and volatility, have a huge impact on our labour markets and finally on PES.

Guiding citizens through this (r)evolution and supporting them to manage necessary or desired transitions is a shared challenge of European PES and a huge public responsibility PES are actively taking up. Thereby PES are contributing to well-balanced labour markets which are essential for sustainable growth and for maintaining our social welfare supporting systems.

PES jointly develop solutions through exchanging and learning from each other, rethinking practices and policies and continuously improving their organisations for more sustainable and inclusive labour markets and in order to better serve employers and jobseekers. This book gives an insight into PES policies and practices which are inspired by the close collaboration in the PES Network. PES Network members reflect on their European-wide learning organisation, they point out challenges and their strategic and operational answers from a national perspective, bringing in valuable personal experience. “PES Policies and Practices” thus touches upon a broad variety of PES core topics and gives you the chance to understand their business in a politically shaped environment, characterised by a unique collaboration.

This book is not meant to come up with the typical ten point plan that you find in the plethora of books on “how to…” or “finding the shortcut to…”. It is simply not realistic to impose the one and only way to become a performance beast. We cannot be made immune to personal emotions and our brains work in a very unique way and therefore it seems illogical to accept the restrictions of such ten-point-plans. Dixie Dansercoer surely does not want to preach, generalise or standardise training methods to manipulate people into becoming high performers. Our brains may be trained just like muscles, but people cannot be as easily manipulated as flesh and bones.

The goal is to provide the reader with inspirational insights with respect to high performance, provide him/her with practical guidelines and stories to be read and shared without drowning in all-too-academic theories. The red line of polar exploration allows the author to write from the heart with accounts of his direct experiences. When confronted with the monotony of infinite white, wide-open spaces, one cannot but study the mental and psychological impact of these ambitious expeditions.

Do you have the dedication, discipline and concentration to finish what you set out to do? To be a high performer?

> Get inspired by this free chapter

This book is not meant to come up with the typical ten point plan that you find in the plethora of books on “how to…” or “finding the shortcut to…”. It is simply not realistic to impose the one and only way to become a performance beast. We cannot be made immune to personal emotions and our brains work in a very unique way and therefore it seems illogical to accept the restrictions of such ten-point-plans. Dixie Dansercoer surely does not want to preach, generalise or standardise training methods to manipulate people into becoming high performers. Our brains may be trained just like muscles, but people cannot be as easily manipulated as flesh and bones.

The goal is to provide the reader with inspirational insights with respect to high performance, provide him/her with practical guidelines and stories to be read and shared without drowning in all-too-academic theories. The red line of polar exploration allows the author to write from the heart with accounts of his direct experiences. When confronted with the monotony of infinite white, wide-open spaces, one cannot but study the mental and psychological impact of these ambitious expeditions.

Do you have the dedication, discipline and concentration to finish what you set out to do? To be a high performer?

> Get inspired by this free chapter

Social technologies in business
Connect | Share | Lead

Do you want to discover how social technologies transform individuals and organisations? Are you looking for hands-on tips on how to implement this technology? Are you ready to steal ideas from the very people who succeeded? Then this book is exactly what you need.

• 15 authors from across the globe share their experiences, successes and failures.
• From the more philosophical matters, and tool-related questions, right across to concrete cases and “how to” tips: this book is a one-stop shop.
• It’s a handbook: pick a chapter at random and enjoy.

Social technologies in business
Connect | Share | Lead

Do you want to discover how social technologies transform individuals and organisations? Are you looking for hands-on tips on how to implement this technology? Are you ready to steal ideas from the very people who succeeded? Then this book is exactly what you need.

• 15 authors from across the globe share their experiences, successes and failures.
• From the more philosophical matters, and tool-related questions, right across to concrete cases and “how to” tips: this book is a one-stop shop.
• It’s a handbook: pick a chapter at random and enjoy.

Pocket book to boost your business

How to put the ‘S’(ales) in smarketing

Companies who have integrated sales and marketing (smarketing) in one team and approach, show an increase in revenue. This is even without changing the initial tactics, only by better aligning their actions.

The goal of this booklet is to provide an introduction to smarketing and to work out some new tactics, based on growth hacking, in implementing a smarketing approach.

Ask yourself these questions:

• Are you afraid that new innovative companies will take away your business with a disruptive customer acquisition strategy?
• Did you see a decrease in effectiveness of your current sales or customer acquisition strategy?
• Is your company struggling with its first and second steps on social media? Or are you quite active online, but not really generating the expected additional revenue?
• Have you noticed that some marketing actions are able to generate a lot of interest and engagement, but you don't have a clue how to replicate this result?
• Are your marketing and sales departments not teaming up, acting together and therefore not reaching their full potential?
• Do you have the impression that sales and marketing are separate businesses?
• Have you heard of growth hacking? If so, do you believe it is a marketing technique only for technology startups?

Did you answer yes to any of the questions above? Then you're on the right track, as this booklet will provide you with some new and valuable insights and countless tips and tricks to attract more business.
 

Pocket book to boost your business

How to put the ‘S’(ales) in smarketing

Companies who have integrated sales and marketing (smarketing) in one team and approach, show an increase in revenue. This is even without changing the initial tactics, only by better aligning their actions.

The goal of this booklet is to provide an introduction to smarketing and to work out some new tactics, based on growth hacking, in implementing a smarketing approach.

Ask yourself these questions:

• Are you afraid that new innovative companies will take away your business with a disruptive customer acquisition strategy?
• Did you see a decrease in effectiveness of your current sales or customer acquisition strategy?
• Is your company struggling with its first and second steps on social media? Or are you quite active online, but not really generating the expected additional revenue?
• Have you noticed that some marketing actions are able to generate a lot of interest and engagement, but you don't have a clue how to replicate this result?
• Are your marketing and sales departments not teaming up, acting together and therefore not reaching their full potential?
• Do you have the impression that sales and marketing are separate businesses?
• Have you heard of growth hacking? If so, do you believe it is a marketing technique only for technology startups?

Did you answer yes to any of the questions above? Then you're on the right track, as this booklet will provide you with some new and valuable insights and countless tips and tricks to attract more business.

Au moment où une crise se déroule, la collaboration est cruciale. Voilà pourquoi il est important que tout le monde connaisse bien le processus à suivre. À ce sujet, le modèle IBOBBO sert de guide.

Ce modèle dirige tous ceux concernés par la gestion de crise à travers de six phases nécessaires pour efficacement faire face à une crise: la collecte d’informations, la représentation de la situation, la formation d’un jugement, la prise de décision, le commandement et le suivi.

Comment le fait-on en pratique ? Les auteurs vous expliquent dans ‘Au secours ! Une crise’. Pas à pas et à l’aide d’exemples concrets, vous apprendrez ce que vous devez faire dans chaque phase.

Vivement recommandé à tous ceux qui s’occupent de la planification d’urgence et qui veulent pouvoir faire face aux crises de manière politique, stratégique ou opérationnelle.

Le grand philosophe français du XVII ème siècle René Descartes évoquait déjà l’importance de bien penser pour agir mieux. Or, dans notre société hyper-agitée, les agents du service public local - comme tellement d’autres professionnels - prennent de plus en plus rarement le temps de réfléchir au sens des tâches qu’ils accomplissent quotidiennement.

C’est d’autant plus dommage qu’ils sont les dépositaires de très belles valeurs, parmi lesquelles l’altruisme et la solidarité. De très belles valeurs assurément, même s’il faut bien reconnaître qu’elles ont  parfois été mal vendues au cours des dernières décennies.

Comme il le fait dans le cadre de ses formations, l’auteur a essayé de renouer avec les  fondamentaux de ce beau métier qui consiste à servir l’intérêt général. Beau mais malaisé  parce que de plus en plus souvent confronté aux inquiétantes dérives de la citoyenneté moderne : un égocentrisme parfois exacerbé,  une tendance  à saisir les cours et tribunaux à la moindre contrariété, une propension à faire appel à la presse ou à entretenir l’agitation sur les réseaux sociaux…

Le défi est exigeant mais enthousiasmant : réfléchir pour donner du sens et donner du sens  pour améliorer la qualité du service public de proximité.

Le bonheur, ça paye !
En lisant ces mots, ne balayez pas les lieux du regard en quête d'une caméra cachée prête à fixer votre mine dubitative. Cet ouvrage ne relève ni du gag ni de l'utopie et encore moins de la provocation marketing pour appâter le lecteur. Non, Laurence Vanhée nous démontre juste que rechercher le bonheur des collaborateurs profite à toute organisation immensément plus que l'exploitation désenchantée des seules ressources humaines.

Le bonheur : ingrédients et recette.
Exemples et chiffres à l'appui, la "DRH de l'année 2012" nous démontre que le bonheur rapporte... en milliers et même en millions d'euros. Forte des résultats obtenus dans sa propre administration, la première Chief Happiness Officer de Belgique nous délivre les secrets des précurseurs. A chacun de se les approprier : patron, directeur, leader, manager ou collaborateur de toute organisation, quels que soient son secteur d'activité et sa taille.

Le bonheur : près de chez vous
Au final, Laurence Vanhée nous lance un sympathique "et maintenant, à qui le tour? La lecture du guide pratique Happy RH - le bonheur au travail, rentable et durable" constitue sans nul doute la première bonne étape sur la route de la performance et du bonheur professionnels. De plus en plus de décideurs l'ont compris et empruntent chaque jour cette nouvelle voie. Elle n'attend plus que vous. Alors, partant ?