Library Collection

                                          New In Shelf

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I'll Be Back : how to get customers to come back again & again

by Shep Hyken


How do you build a business that thrives during good times and bad? Is there a strategy that can set up your company up for success, no matter what curveballs the world may throw your way? There is: Turn customers into repeat customers, and turn repeat customers into loyal customers.

Renowned customer service and experience expert Shep Hyken maintains that delivering an amazing customer service experience that keep customers coming back for more is everyone's job. Customer service is not a department. It's not judt for people on the front lines. It's the responsibility of everyone in the organization, from the CEO or owner of a business to the most recently hired employee. It's the result of a customer-focused philosophy that must be baked into the culture. And it is what seperates you from your competition.


Odoo - Sample 2 for three columns


Strategic Management Using OKR

by Andy Iskandar


Setiap perusahaan memimpikan sebuah metode pengukuran kinerja dan performa perusahaan yang simpel tapi powerful, sekaligus tepat sasaran dan sesuai dengan kebutuhan perusahaan. Buku ini hadir untuk secara khusus membahas salah satu dari alat sistem manajemen yaitu OKR. Agar para pembaca dapat melihat secara utuh maka buku ini pun akan membahas mengenai strategic management. Dengan dimulainya pembahasan strategic management yang nanti akan dihubungkan dengan alat sistem manajemen menggunakan OKR, maka para pembaca dapat memahami di mana sebenarnya fungsi dan posisi OKR dalam kaitannya dengan keilmuan strategi dan eksekusi.

Buku ini merupakan sebuah instrumen penting bagi sebuah perusahaan untuk dapat menurunkan rencana besar yang terkadang sangat abstrak menjadi rencana yang dapat diturunkan pada setiap level organisasi sehingga semua anggota organisasi dapat mengetahui dengan jelas bagaimana peran dan kontribusinya dalam pencapaian tujuan organisasi. Pada faktanya, tujuan dna cita-cita yang sudah ditetapkan oleh pimpinan perusahaan sering kali tidak sampai bahkan diterjemahkan dan diimplementasikan secara berbeda di level subordinat. OKR adalah salah satu pendekatan yang tepat utnuk menjembatani permasalahan ini. Buku ini memuat panduan yang sangat teperinci, mudah dipahami dan diimplementasikan untuk memastikan bahwa tujuan perusahaan dapat tercapai dan semua anggota organisasi dapat berperan serta di dalamnya.


Odoo - Sample 3 for three columns

Guaranteed customer experience : how to win customers by keeping your promises

by Jeff Toister (2021)


What if you could guarantee your customers an amazing experience- and then deliver that promise every time? The Guaranteed Customer Experience turns the concept of a guarantee on its head. An experience guarantee goes beyond merely warrantying a product against defects. It encompasses the entire customer journey to promise an experience that never falls short of expectations:

- Discover what truly motivates customers to buy from you

- Earn your customer's trust with an experience guarantee

- Avoid service failures that cause customer churn

Get an inside look at how leading organizations use experience guarantees to fuel customer-driven growth. Learn the real reasons people love these companies and remain loyal customers. Discovers how brands, products, and even individual employees use the Guaranteed Customer Experience model to stand out from the competition. Creating a consistently great customer experience  doesn't have to be complicated and daunting task. The Guaranteed Customer Experience will help whether you're looking for a model that's easy to implement and understand, or you're trying to find a critical piece that's been missing from previous customer experience initiatives.

Podcast - PQM Knowledge Capture

Serba-Serbi Competency Model Development di Bhumi Jepara Service 
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Competency dapat diartikan sebagai kumpulan dan kombinasi dari pengetahuan, keterampilan dan karakteristik seseorang, dimana kombinasi tadi berperan dalam keberhasilan seseorang dalam menjalankan tugasnya di sebuah organisasi. BJS sebagai organisasi mencoba untuk melakukan seleksi untuk mengetahui kompetensi apa saja yang relevan dan apabila dikembangkan dapat meningkatkan kinerja organisasi. Berdasarkan kebutuhan BJS tersebut, PQM hadir membantu dalam melakukan identifikasi dan mengembangkan kompetensi melalui serangkaian aktivitas konsultansi yang disebut competency model development.     

Play - Eps.1 (15 min)

Serangkaian proses panjang dilalui oleh konsultan PQM untuk membantu BJS mulai dari identifikasi kompetensi yang dibutuhkan sampai menentukan metode development yang tepat untuk karyawan BJS. Pada akhirnya, output yang diberikan PQM kepada BJS menghasilkan kamus kompetensi, matrix kompetensi untuk tiap jabatan yang ada di BJS, form evaluasi yang membantu BJS dalam evaluasi secara mandiri terhadap karyawannya, serta beberapa output lainnya. Dan tentunya akan banyak dibahas tantangan yang dihadapi dalam menjalani rangkaian proses tersebut, serta bagaimana konsultan berkoordinasi dengan internal BJS agar proyek tetap dapat berjalan baik.

 Play - Eps.2 (15 min)    

Pada tiap proyek yang dijalani tentunya akan ada lesson learned yang didapat oleh PQM. Pak IR dan Ci DAS mencoba berbagi beberapa pengalaman ketika bekerjasama dan memenuhi kebutuhan klien yang sangat detail dalam menyusun kompetensi. Tidak hanya itu, bagaimana cara kerja dan ekspektasi klien juga menjadi hal yang dibahas agar dapat menjadi pelajaran bagi rekan-rekan PQM lainnya.  
Play - Eps.3 (15 min)



e-Collections

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e-Magazine

 

Harvard Business Review May - June 2022 Issue

Creating a Truly Digital Organization How to lead your organization into the age of data, algorithms, and AI

When Your Business Needs a Second Growth Engine Here's how to build one

Act Like a Scientist Great leaders challenge assumptions, run experiments, and follow the evidence

The Telehealth Era Is Just Beginning More gains in quality, affordability, and accessibility are on the way

Stop Selling. Start Collaborating The secret to fostering lasting client relationships


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Quality Progress June 2022 Issue

In the Wake Explore the results of an ASQ pulse survey from earlier this year, and read about how times have changed for hiring managers and job seekers alike. How have two-plus years of lockdowns, restrictions and a new way of working affected hiring practices and career development? Also learn what job seekers must know right now to succeed.

The Perfect Pairing Unlock your data's true value by incorporating data visualization in your next analysis project.

Ripe for Disruption To thrive in today's ever-changing and disruptive healthcare landscape, healthcare leaders must elevate quality.

Statistics Spotlight Best practices for better statistical thinking.

Field Notes Advice on developing a DFMEA


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e-Book

 

More is more: how the best companies go farther and work harder to create knock-your-socks-off customer experiences (2017)

Author: Blake Morgan

The phrase "less is more" may be true about many things, but it's not true when it comes to customer experience. Companies that want to stay relevant must apply more energy, focus, and resources to creating knock-your-socks-off customer experiences than they ever did before. The companies that embrace a "more is more" philosophy work harder and go further to ensure that their customers have a positive experience. Companies that understand the importance of a relationship--even one individual relationship--are willing to go to any length to ensure that they continue to nurture that relationship. They do this through customer-focused strategies and leadership, via operations, policies, and procedures that consider how the customer will fare in every scenario. More is more provides practical advice for building or improving customer experience that you can apply immediately at your own customer experience right. This book shows you the invisible toxins that are killing your customer experience and your market share and how you should address them. More is more sets you up for success, outlining the key areas you need to address immediately so you can weather external changes, remain relevant and thrive in the ever-changing business landscape.

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Creative thinking: practical strategies to boost ideas, productivity and flow 

Author : Jonathan Firth (2019)

Boost the effectiveness and the quality of your creative thinking with these simple, evidence-based strategies. This book will guide you through the stages of the creative process, from idea generation to effective work habits. All of the strategies are rooted in cutting-edge cognitive science. They can be applied to artistic pursuits such as writing and painting, and also to business, hobbies, and much more. Divide into two section: "thoughts and ideas" and "craft and habits". This practical guide will help you unlock your creative potential.

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Spreadsheet Modeling and Decision Analysis : A practical introduction to business analysis

Author : Cliff T. Rigsdale (2017)

Valuable software, realistic examples, clear writing, and fascinating topics help you master key spreadsheet and business analytics skills with SPREADSHEET MODELING AND DECISION ANALYSIS, 8E. You’ll find everything you need to become proficient in today’s most widely used business analytics techniques using Microsoft® Office Excel® 2016. Author Cliff Ragsdale -- respected innovator in business analytics -- guides you through the skills you need, using the latest Excel® for Windows. You gain the confidence to apply what you learn to real business situations with step-by-step instructions and annotated screen images that make examples easy to follow. The World of Management Science sections further demonstrates how each topic applies to a real company. Each new edition includes extended trial licenses for Analytic Solver Platform and XLMiner with powerful simulation and optimization tools for descriptive and prescriptive analytics and a full suite of tools for data mining in Excel.


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Business Analytics : communicating with numbers

Author : Sanjiv Jaggia, et. al. (2021)

Business Analytics: Communicating with Numbers  was written from the ground up to prepare students to understand, manage, and visualize the data, apply the appropriate tools, and communicate the findings and their relevance. Unlike other texts that simply repackage statistics and traditional operations research topics, this text seamlessly threads the topics of data wrangling, descriptive analytics, predictive analytics, and prescriptive analytics into a cohesive whole. It provides a holistic analytics process, including dealing with real life data that are not necessarily 'clean' and/or 'small' and stresses the importance of effectively communicating findings by including features such as a synopsis (a short writing sample) and a sample report (a longer writing sample) in every chapter. These features help students develop skills in articulating the business value of analytics by communicating insights gained from a non-technical standpoint.

 


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The Art of Data Science : A guide for anyone who works with data (2015) 

Author :  Roger D. Peng

Data analysis is a difficult process largely because few people can describe exactly how to do it. It's not that there aren't any people doing data analysis on a regular basis. It's that the process by which we state a question, explore data, conduct formal modeling, interpret results, and communicate findings, is a difficult process to generalize and abstract. Fundamentally, data analysis is an art. It is not yet something that we can easily automate. Data analysts have many tools at their disposal, from linear regression to classification trees to random forests, and these tools have been carefully implemented on computers. But ultimately, it takes a data analyst - a person - to find a way to assemble all of the tools and apply them to data to answer a question of interest to people.

This book writes down the process of data analysis with a minimum of technical detail. What the authors describe is not a specific "formula" for data analysis, but rather is a general process that can be applied in a variety of situations. Through their extensive experience both managing data analysts and conducting our own data analyses, we have carefully observed what produces coherent results and what fails to produce useful insights into data. This book is a distillation of our experience in a format that is applicable to both practitioners and managers in data science.

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The Field Guide to Human-Centered Design (2015)

Author : IDEO.org

Embracing human-centered design means believing that all problems, even the seemingly intractable ones like poverty, gender equality, and clean water, are solvable. Moreover, it means believing that the people who face those problems every day are the ones who hold the key to their answer. Human-centered design offers problem solvers of any stripe a chance to design with communities, to deeply understand the people they're looking to serve, to dream up scores of ideas, and to create innovative new solutions rooted in people's actual needs.

A full-color, 192-page book, the Field Guide comes with 57 design methods, the key mindsets that underpin how and why IDEO.org believes design can change lives, a full slate of worksheets, and case studies from projects that show human-centered design in action.


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Webinar & Online Training (External)

File presentasi dari webinar external yang diikuti oleh rekan-rekan PQM dan di-share, kini dapat dilihat dan dipelajari bersama.

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Rekan-rekan punya file berupa artikel, jurnal, ebook terkait online training, webinar, practical new normal, dll? drop dulu aja nanti kami bantu publish di web page ini.

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Rekan-rekan, punya sumber online artikel, jurnal, ebook terkait best practice new normal, online training dll? masukan aja dulu ke dalam list, nanti kami bantu explore 

Knowledge Request Form

Halo PQM'ers, sebagai upaya untuk mengidentifikasi  knowledge  yang rekan-rekan butuhkan saat ini, atau ada layanan dari  library  yang rekan-rekan butuhkan, maka kami coba memperkenalkan  Knowledge Request Form. Silahkan gunakan form yang telah dibuat apabila ada yang rekan-rekan butuhkan terkait hal-hal berikut : Upload  dokumen yang ingin dishare kepada PQM'ers, baik berupa e-book, artikel,  case study,  video, standard, dan lainnya) - Perekaman video training dan pembuatan silabus, yang nantinya akan dibantu oleh KM - Penyimpanan dokumen untuk  consulting project Pembelian report, buku, majalah, standard, dan beragam konten  knowledge  lainnya yang dibutuhkan.

KNOWLEDGE REQUEST FORM