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Delwarca Software Remote Support Unit
by Roy D. Shapiro Paul E. MorrisonDelwarca Software provides business software to large corporate clients around the world. The firm serves customers who prefer to assemble corporate solutions using a combination of software programs from various suppliers rather than implementing a single enterprise resource planning system. Consequently, Delwarca must provide telephone support services for complex software-hardware interaction and performance problems in addition to the typical software support issues around software installation and upgrades, malware attacks, and processing failures. The manager of the remote support unit implemented a new triage program for customer calls hoping to reduce customer wait time, improve customer satisfaction, and reduce costs. After one year, customer dissatisfaction is at an all-time high and he must perform a quantitative analysis of the current process, considering wait times for customers as well as cost per call, before making a final recommendation. This case can be used in a first-year MBA course in Service Management or Operations Management or a course in industrial engineering. It can also be used to introduce simple queuing theory.
Think Strategically, Act Opportunistically: 3-D Negotiation in Practice
by Roy D. Shapiro James K. Sebenius David A. LaxThis chapter presents three examples of negotiators who overcame daunting barriers by changing the game to their advantage through their moves in multiple dimensions, highlighting aspects of the 3-D strategy that can enhance your own effectiveness as a negotiator.
Toyota Motor Corporation: 1990-2010
by Roy D. Shapiro Stephanie Van SiceThis case follows Toyota's remarkable growth and geographic expansion from 1990 to 2010 and, in the recalls of 2009 and 2010, poses questions about the impact of that growth. Issues of increasing technological complexity also play a part.
Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A)
by Roy D. Shapiro Michael D. Watkins Susan RosegrantAT&T's Universal Card Services (UCS) has been extremely successful during its short lifetime. Dedicated to improving service quality and customer satisfaction, chief quality officer Rob Davis and his quality team have designed and put into place an unusual measurement and compensation system based on more than 100 performance measures monitored and communicated daily.
The Real Problem Solvers: Social Entrepreneurs in America
by Ruth A. ShapiroToday, "social entrepreneurship" describes a host of new initiatives, and often refers to approaches that are breaking from traditional philanthropic and charitable organizational behavior. Nowhere is this more true than in the United States—where, from 1995–2005, the number of non-profit organizations registered with the IRS grew by 53%. But, what types of change have these social entrepreneurial efforts brought to the world of civil society and philanthropy? What works in today's environment? And, what barriers are these new efforts breaking down as they endeavor to make the world a better place? The Real Problem Solvers brings together leading entrepreneurs, funders, investors, thinkers, and champions in the field to answer these questions from their own, first-person perspectives. Contributors include marquee figures, such as Nobel Laureate Muhammad Yunus, Ashoka Founder Bill Drayton, Jacqueline Novogratz, Founder of the Acumen Fund, and Sally Osberg, CEO of the Skoll Foundation. The core chapters are anchored by an introduction, a conclusion, and question-and-answers sections that weave together the voices of various contributors. In no other book are so many leaders presented side-by-side. Therefore, this is the ideal accessible and personal introduction for students of and newcomers to social entrepreneurship.
Television: The Broadcast Age and the Rise of the Network
by Seth ShapiroNo medium in history can match the power of television. No product has spread so far and so fast. Nothing has had so much influence. Nothing has impacted how the world sees itself like television. TELEVISION: Volume 1 brings together seven decades of stories on how this happened into one epic narrative. How did an impoverished immigrant become the king of all media, creating the first radio network and the first TV network? What caused the inventor of FM radio to jump out of a window to his death? How did NBC, CBS and ABC innovate to build their media monopolies? How did Star Trek create the first fan culture movement? What made The Mary Tyler Moore Show the first great feminist show, and #1 hit? What made Norman Lear the most influential TV comedy producer ever? How did Lucille Ball go from a washed-up B movie actress to a multi-millionaire Hollywood studio mogul? What makes Louis C. K. the Jackie Gleason of the digital age? With unparalleled insider insight, it shares critical, practical, behind the scenes lessons from the business of TV. The TELEVISION series is a must-read for media executives, students, entrepreneurs, and fans. Two-time Emmy(R) Award winner, author Seth Shapiro is a leading advisor in business innovation, media and technology. He is an Adjunct Professor at the USC School of Cinematic Arts, a Governor of the Television Academy, and Principal of New Amsterdam Media LLC.
The Politics of Regulatory Reform (Routledge Research in Public Administration and Public Policy)
by Stuart Shapiro Debra Borie-HoltzRegulation has become a front-page topic recently, often referenced by politicians in conjunction with the current state of the U.S. economy. Yet despite regulation’s increased presence in current politics and media, The Politics of Regulatory Reform argues that the regulatory process and its influence on the economy is misunderstood by the general public as well as by many politicians. In this book, two experienced regulation scholars confront questions relevant to both academic scholars and those with a general interest in ascertaining the effects and importance of regulation. How does regulation impact the economy? What roles do politicians play in making regulatory decisions? Why do politicians enact laws that require regulations and then try to hamper agencies abilities to issue those same regulations? The authors answer these questions and untangle the misperceptions behind regulation by using an area of regulatory policy that has been underutilized until now. Rather than focusing on the federal government, Shapiro and Borie-Holtz have gathered a unique dataset on the regulatory process and output in the United States. They use state-specific data from twenty-eight states, as well as a series of case studies on regulatory reform, to question widespread impressions and ideas about the regulatory process. The result is an incisive and comprehensive study of the relationship between politics and regulation that also encompasses the effects of regulation and the reasons why regulatory reforms are enacted.
The Book Bible: How to Sell Your Manuscript—No Matter What Genre—Without Going Broke or Insane
by Susan ShapiroA Brilliant, Buoyant Guide to Publishing Your Book Hundreds of thousands of books come out every year worldwide. So why not yours? In The Book Bible, New York Times bestseller and wildly popular Manhattan writing professor Susan Shapiro reveals the best and fastest ways to break into a mainstream publishing house. Unlike most writing manuals that stick to only one genre, Shapiro maps out the rules of all the sought-after, sellable categories: novels, memoirs, biography, how-to, essay collections, anthologies, humor, mystery, crime, poetry, picture books, young adult and middle grade, fiction and nonfiction. Shapiro once worried that selling 16 books in varied sub-sections made her a literary dabbler. Yet after helping her students publish many award-winning bestsellers on all shelves of the bookstore, she realized that her versatility had a huge upside. She could explain, from personal experience, the differences in making each kind of book, as well as ways to find the right genre for every project and how to craft a winning proposal or great cover letter to get a top agent and book editor to say yes. This valuable guide will teach both new and experienced scribes how to attain their dream of becoming a successful author.
The Hidden Cost of Being African American: How Wealth Perpetuates Inequality
by Thomas M. ShapiroOver the past three decades, racial prejudice in America has declined significantly and many African American families have seen a steady rise in employment and annual income. But alongside these encouraging signs, Thomas Shapiro argues in The Hidden Cost of Being African American, fundamental levels of racial inequality persist, particularly in the area of asset accumulation--inheritance, savings accounts, stocks, bonds, home equity, and other investments. Shapiro reveals how the lack of these family assets along with continuing racial discrimination in crucial areas like home ownership dramatically impact the everyday lives of many black families, reversing gains earned in schools and on jobs, and perpetuating the cycle of poverty in which far too many find themselves trapped. Shapiro uses a combination of in-depth interviews with almost 200 families from Los Angeles, Boston, and St. Louis, and national survey data with 10,000 families to show how racial inequality is transmitted across generations. We see how those families with private wealth are able to move up from generation to generation, relocating to safer communities with better schools and passing along the accompanying advantages to their children. At the same time those without significant wealth remain trapped in communities that don't allow them to move up, no matter how hard they work. Shapiro challenges white middle class families to consider how the privileges that wealth brings not only improve their own chances but also hold back people who don't have them. This "wealthfare" is a legacy of inequality that, if unchanged, will project social injustice far into the future. Showing that over half of black families fall below the asset poverty line at the beginning of the new century, The Hidden Cost of Being African American will challenge all Americans to reconsider what must be done to end racial inequality.
Rethink Your Marketing: 7 Strategies To Unleash Revenue Growth
by Tom ShapiroIf your business is stuck and you just cannot seem to grow beyond your current plateau, Rethink Your Marketing arms you with seven strategies for getting unstuck to fuel your revenue growth. Rethink Your Marketing helps you to identify the specific levers of your marketing that will lead to new growth, enabling you to cut through the noise to what truly moves the needle.
The Experimental Society
by Marshall S. ShapoThis book examines society's responses to many kinds of experimentation, focusing on both creation of and assessment of risks. As people seek new ways to make their lives safer and happier, the widespread process of experimentation claims victims. Some of these are people who directly and willingly accept the risks of experiments. By comparison, some are effectively experimental subjects in the hands of others who often may not even think of themselves as experimenting with the lives of consumers.The Experimental Society covers a wide spectrum of products and activities, including those that radiate into the environment like nuclear power, hydrofracking, and asbestos. The book spotlights prescription drugs and substances used in the most ordinary consumer products such as salt, caffeine, and BPA in sippy cups. It also discusses the testing of new ways of thinking, including those related to social organization and processes, and even the law itself. A particular concern is the case in which the subjects of experiments are unaware that the experiments are taking place.This lucidly written volume will be useful to practicing lawyers who specialize in personal injury law, and law professors who teach such subjects as torts and products liability, medicine, and science. Physicians and scientists in various branches of medicine will find it provocative, as will political scientists, economists, sociologists, anthropologists, and philosophers.
La batuta invisible: El liderazgo que genera armonía
by Inma Shara«Primero está el silencio. El podio, mi principal confidente. Y está el silencio. Detrás, un auditorio formado por centenas o miles de personas contiene la respiración. Y está el silencio. Enfrente, una orquesta formada por ochenta experimentados maestros también contiene el aliento, cada uno, concentrado, mantiene entre sus manos su instrumento , expectante ante mi primer gesto. Y está el silencio. En ese instante la atención se centra en mi primer movimiento gestual, en mis brazos, en mis manos...Y está el silencio. Doy la primera anacrusa del concierto. Y la música comienza. »Inma SharaInma Shara tiene un oficio especial; su trabajo consiste en dirigir orquestas. Y en esa profesión tan apasionante se enfrenta a un reto enormemente complejo; el mismo reto que encara un líder de cualquier sector, o un directivo de una empresa: cómo armonizar equipos formados por personas de gran talento, que tocan instrumentos diferentes, para conseguir que esas notas musicales escritas sobre el pentagrama cobren vida, lleguen al público y se despliegue la magia.La batuta invisible quiere reflejar la tensión permanente con la que trabaja un director de orquesta, que debe ser un excelente músico y al mismo tiempo un buen gestor de recursos humanos. En definitiva, el director de orquesta se enfrenta al doble reto de todo líder: marcar unos objetivos compartidos por todos que respeten la capacidad y la intuición artística de cada uno de los miembros del equipo, y lograr que estos objetivos trasciendan en una interpretación que emocione y entusiasme al público. En este libro, Inma repasa, entre otras cuestiones, el tipo de formación que se requiere para llegar a este nivel de liderazgo, y cómo se resuelve el desafío de seguir fielmente la partitura del compositor y cumplir a la vez las expectativas del público.
Webinars For Dummies
by Sharat Sharan John CarucciGather an audience from around the globe with webinarsWebinars For Dummies takes the guesswork and uncertainty out of webinar creation. Written by John Carucci under the guidance of webinar technology company ON24, the book provides a roadmap for creating a webinar that effectively communicates to the audience without boring them to sleep. Webinars For Dummies gives you the insider's perspective on techniques that have been proven effective time and again.Webinars are becoming increasingly common as a way for businesses to connect with customers and partners without distance being a factor. Whether they take the form of a live presentation, a PowerPoint slideshow, or a combination of both, the beauty of the webinar is that it can be archived and viewed again after the initial set presentation. But this feature also adds a burden to the webinar creator, as the presentation must be understood outside of the live context. Creating what is essentially an archival presentation means considering a host of factors surrounding both content and organization. Webinars For Dummies includes all the information your business needs to start creating custom webcasts, including:A webinar overview, and how to determine your need, budget, and available toolsTopic selection, script creation, graphic production, and marketingCreation advice, including live troubleshooting and how to handle viewer questionsArchiving tips, and how to integrate webinars into a marketing planYou'll also find special tips for effective production and marketing, tips for readying yourself for the webinar, and case studies that illustrate successful webinar techniques. Modern business is rarely localized, and webinars are an effective way to communicate live, on a global scale. Webinars For Dummies helps you ensure your business doesn't get left behind.
India′s Financial Sector: An Era of Reforms
by Vyuptakesh SharanIndia′s Financial Sector deals with the reform measures undertaken in the financial sector and their impact. The impact is assessed in terms of growth in activities, profitability, financial stability and financial inclusion among intermediaries such as banks, NBFCs and mutual funds, as well as in the financial markets. This book adds to the existing literature on the subject by offering an analysis of the impact that embraces not only the increased activities in the sector but also the issue of financial stability and financial inclusion. The discussion is divided in three parts. The first part deals with financial intermediaries, the second explores the primary and secondary markets, and the third focuses on the internationalisation of the Indian financial market. Further topicality is provided to the discourse through the final section that discusses the recent turmoil in the Indian financial sector. The book is a rich source of information for all those who are interested to know about financial sector reforms, especially in the wake of the Percy Mistry Committee and Raghuram Rajan Committee reports. It will also help students and academics working in the fields of economics and development studies.
Tripping Points on the Roads to Outwit Terror (Advanced Sciences and Technologies for Security Applications)
by Yair Sharan Ted J. Gordon Elizabeth FlorescuThis book assesses potential developments of terrorism and ways to prevent it—the growing threats as new technologies become available — and how the same new technologies may help trap those with potential mal-intent. The drumbeat of terror resonates from everywhere; how can we stop it? What are the tripping points along the road and how can we avoid them? Increasingly more people have access to increasingly more information and increasingly more destructive technologies. In the meantime, increasingly advanced technologies help us create an increasingly safer and more harmonious world. Advantages and disadvantages are accelerating each other. While hybrid threats are intensifying, so are the opportunities to address them. But what are the compromises and how can we mitigate them? This book also looks at the unexpected and often random success and failure of policies to counter the evolving terror threat. The various aspects of the terrorism phenomena are presented in a unique way using scenario vignettes, which give the reader a realistic perception of the threat. The combination of positive and negative implications of emerging technologies is describing what might well be one of the most important dimensions of our common future.
Mobile Marketing Channel
by Mahmud Akhter Shareef Yogesh K. Dwivedi Vinod KumarThis book attempts to address, explore, and conceptualize the epistemological paradigms of SMS as an alternative marketing channel or in combination with other existing traditional channels. It promotes a multichannel strategy in the light of synthesized marketing distribution, consumer behavior, and information and communication technology (ICT)-related behavioral theory to develop, establish, and launch a guiding theory and practice for this emerging area. Usage of mobile phones and hand-held wireless devices is growing and diffusing so quickly that 21st century marketing managers find a great potential for this wireless channel to be the most effective media for maintaining a consumer relationship that provides the highest quality service. The emergence of SMS-based direct marketing as a distinct channel or embedded with other channels is characterized by several issues, challenges, barriers, and limitations. This book examines and postulates the following interrelated issues related to wireless marketing (particularly the SMS-based marketing channel): (i) Consumer behavior for mobile phone SMS - perception, exposure, and attention; (ii) Consumer attitudes toward SMS-based marketing channels; (iii) The scope of SMS to meet consumer service output demands from an online channel; (iv) Consumer selection criteria for mobile phone SMS channel structure; (v) Mobile channel structure as an efficient and effective consumer interaction mode; and (vi) Consumer multichannel behavior. It is important to use the SMS-based mobile channel as a radical tool of interactive marketing and seamless service marketing, as there is the opportunity to maximize, u ntil now, unutilized benefits of this efficient and popular direct marketing channel.
Applying Career Development Theory to Counseling 6th Edition
by Richard S. SharfA must-read for counselors in training, Sharf's APPLYING CAREER DEVELOPMENT THEORY TO COUNSELING, 6th Edition, shows you how to apply the principles of career development to a variety of counseling settings. This book is clearly written, filled with useful case examples, and includes integrated diversity coverage to give you the advantage in your course and your career.
Poverty Reduction - An Effective Means of Population Control: Theory, Evidence and Policy
by Mohammed SharifThis book contends that high fertility is rational in that it achieves short term economic benefit and long term old age-support for families. Wider macroeconomic effects are not the concern of the individual family. This means that the fertility choices of the poor are not a result of ignorance. The objective of this book is to drive home the fact that it is poverty that is responsible for high fertility and that until the problem of poverty is effectively dealt with the problem of high fertility will continue to persist. The book concludes with a series of policy recommendations for the eradication of poverty.
The Arab Gulf States and Japan (Routledge Library Editions: Japan)
by Walid SharifDuring the 1970s and ‘80s economic relations between the Arab Gulf States and Japan grew enormously. Approximately 65% of Japan’s oil requirements were met from Arab Gulf resources. However, although Japanese imports of Arab oil comprise the major component of trade, Arab imports of Japanese goods are also increasing sharply. The seven Arab Gulf countries, represented by the Petroleum Information Committee accounted for 8% of Japan’s total exports. This book explores the various avenues of economic co-operation that have developed between Japan and the Gulf States both in energy and other areas. It considers the measures that have been taken to protect the security of oil supply. It reports Japan’s co-operation in the development of the petroleum industry in the Arab Gulf States. The book also examines the future prospects for economic, technological and political co-operation between Japan and the Arab Gulf States.
Oil and Development in the Arab Gulf States: A Selected, Annotated Bibliography (Routledge Library Editions: The Oil Industry #5)
by Walid I. SharifOil and Development in the Arab Gulf States (1985) brings together in one volume the manifold sources of information on the Arab Gulf region, especially the impact of oil revenues on its economic, political and social development. It provides a balanced core of primary and secondary sources on various aspects of the economics of Arab oil between 1973 and 1983.
State, Markets and Inequalities: Human Development in Rural India
by Abusaleh Shariff Maithreyi KrishnarajAddressing the role of social sector in alleviating deprivation, this book highlights the deprivation across states and social groups, and analyzes the causes.
Towards a New Architect
by Yasmin Shariff Jane TankardAfter three years of education, architecture students have to start out on their first year of practical training as the initial step in a career in the professional world--all too often without enough clear advice to make sure that their first step is in the right direction.Towards a New Architect helps you to make the right moves. It explores how to research the opportunities available, prepare your CV, make sure that it gets you noticed for the right reasons and deliver a successful interview as part of a clear plan for building your career as an architect. For many architecture students the ultimate goal in their career is to set up in practice for themselves. This book sets out the steps to get there successfully and to make the process enjoyable and fulfilling.
Resilient Smart Cities: Theoretical and Empirical Insights (The Urban Book Series)
by Ayyoob Sharifi Pourya SalehiThis book provides a thorough guide to building resilient cities, through the use of smart solutions enabled by information and communication technologies. It introduces innovative approaches for integrating smart solutions into urban resilience planning and offers numerous global case studies to illustrate the benefits of the theories discussed. Against a background of increased natural disasters, pandemics, and climate change, this book answers research questions such as: • Do smart city projects contribute to urban climate resilience?• What are the indicators of smart city resilience?• What procedures should be taken to improve efficacy of smart city solutions?• What are the opportunities and challenges for promoting smart city resilience and for integrating resilience thinking into smart city planning? Including contributions from international experts, explanatory illustrations, and data-driven tables, this book is of interest to researchers, policymakers, and graduate students focused on developing more sustainable, smart, and resilient cities.
Technology and Public Management
by Alan R. SharkAt last, here is a textbook that covers the field of technology and public management in an informative and engaging style. Ever since the National Association of Schools of Public Affairs and Administration required greater infusion of technology into the curriculum, faculty and administrators have struggled with finding the right course materials designed specifically for the public administration environment. Technology is no longer the sole domain of an information technology office, as it has evolved into a growing set of complex tools that influence every area of government. To be effective, every public manager needs to be actively engaged in technology decisions. This textbook is designed for students of public administration at every level who need to know and understand how technology can be applied in today’s public management workplace. The book explores the latest trends in public management, policy, and technology and focuses on best practices on governance issues. Finally, this book provides real-life examples about the need for policies and procedures to safeguard our technology infrastructure while providing greater openness, participation, and transparency. Technology and Public Management covers: How information system design relates to democratic theory How and where public policy and technology intersect Skills and tools that are useful in information management, information technology, and systems dedicated for the effective flow of information within organizations Understanding the role of e-government, m-government, and social media in today's society and in public organizations Possibilities and challenges associated with technology applications within public organizations How technology can be managed, through various governance models The latest technology trends and their potential impact on public administration.
The Political Economy of Israel
by Ira SharkanskyThe resurgence of political economy as an important topic reflects the deep interpenetration of politics and economics. There are few economic issues of consequence that are not shaped by government decisions, and there are few governments whose agendas are not dominated by economic issues. No country reflects the interpenetration of politics and economics as much as Israel.In this analysis, Ira Sharkansky examines the extensive involvement of the Israeli government in the country's economy, reflected in governmental expenditures that exceed the gross national product, intimate links between governmental activity and Israeli's standard of living, high inflation and other economic problems, and policymaking behaviors that include entrepreneurialism and indirection. He explores the strategic points of Israel's political economy, pursuing a qualitative analysis of Israeli problems and strategies for dealing with them. Those interested in policy analysis, political economy, comparative politics, comparative public administration, and Israeli politics will find this book invaluable.Contents: The Political Economy of Israel; What is the Israeli State? How Large is the Government Budget?; Israel's Standard of Living; Israeli Municipalities: Local Initiative amidst Central Controls; Who Gets What amidst High Inflation? Winners and Losers in the Israeli Budget 1978-1984; Conundrums of Israel's Political Economy: Problems without Solutions; Public Sector Entrepreneurialism; Policymaking by Indirection; Perspective on Israel's Political Economy.