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Advanced Concepts → Advanced Concepts - Virtual Textbook

Advanced Concepts - Virtual Textbook


Content
  • Cover Page
  • Starting Your Own Business  
  • Publisher Information
  • Personal Dedication 
  • Brief Contents
  • Content 
  • Preface
  • About The Author
  • Book Tour
  • Disclaimer 
  • Acknowledgements 
  • Dedication
  • To the reader
  • My Story 
  • Section I Your Vision
  • Chapter 1 - Your Vision
  • Overview
  • Chapter Objectives
  • Key Terms
  • Milestones
  • Contents
  • 1.1 Introduction
  • 1.2 Your Vision
  • 1.3 Your Mission
  • 1.4 Your Philosophy
  • 1.5 Incorporating Your Beliefs
  • 1.6 Setting Your Tone
  • 1.7 How do you define customer service
  • 1.8 Being prepared
  • 1.9 What do you want? 
  • Conclusion
  • Scenario
  • Key Concepts
  • Things to Think About
  • Chapter Slogans
  • Quick quiz
  • Suggestions
  • Chapter Checklist
  • Chapter 2 Setting Your Tone
  • Overview
  • Chapter Objectives
  • Key Terms
  • Milestones
  • Contents
  • 2.1 Basics of organizational psycology
  • 2.2 Setting a standard
  • 2.3 You set the tone
  • 2.4 Leadership styles
  • 2.5 Management styles 
  • 2.6 Management psycology 
  • 2.7 Employee morale 
  • 2.8 Responsiveness to change 
  • 2.9 Facing challenges
  • 2.10 Setting expectations 
  • 2.11 How much is enough?
  • Conclusion
  • Scenario
  • Key Concepts
  • Things to Think About
  • Chapter Slogans
  • Quick quiz
  • Suggestions
  • Chapter Checklist
  • Chapter 3 - Assessing Your Business
  • Overview
  • Chapter Objectives
  • Key Terms
  • Milestones
  • Contents
  • 3.1 Surveys and measuring methods 
  • 3.2 Hiring Surveys
  • 3.3 Assessing the state of your businesss 
  • 3.4 Internal Surveys
  • 3.5 External Surveys
  • 3.6 Constructing Surveys 
  • 3.7 The flaw in surveys 
  • 3.8 Survey Administration
  • 3.9 Operational survey results
  • 3.10 Providing a grieviance policy
  • Conclusion
  • Scenario
  • Key Concepts
  • Things to Think About
  • Chapter Slogans
  • Quick quiz 
  • Suggestions
  • Chapter Checklist
  • Section II - Customer Service
  • Chapter 4 Managing Vendors
  • Overview
  • Chapter Objectives
  • Key Terms
  • Milestones
  • Contents
  • 4.1 Overview
  • 4.2 Finding the right vendor 
  • 4.3 Establising a relationship
  • 4.4 Saying No 
  • 4.5 Vendor vetting 
  • 4.6 Contracts - doing things right 
  • 4.7 Maintaining relationships
  • 4.8 Ending relationships
  • 4.9 Handling Issues
  • 4.10 Logistics
  • 4. 11 Logistics in-house
  • Conclusion
  • Scenario
  • Key Concepts
  • Things to Think About
  • Chapter Slogans
  • Quick quiz
  • Suggestions
  • Chapter Checklist
  • Chapter 5 Hospitality
  • Overview
  • Chapter Objectives
  • Key Terms
  • Milestones
  • Contents
  • 5.1 Customer or employee satisfaction?
  • 5.2 The nature of people 
  • 5.3 Hospitality considerations 
  • 5.4 Hospitality practices 
  • 5.5 Decor
  • 5.6 Customer flow
  • 5.7 Staff competence
  • 5.8 Services 
  • 5.9 Customer experience
  • 5.10 Sustainability 
  • Conclusion
  • Scenario
  • Key Concepts
  • Things to Think About
  • Chapter Slogans
  • Quick quiz 
  • Suggestions
  • Chapter Checklist
  • Chapter 6 Handling The Customer
  • Overview
  • Chapter Objectives
  • Key Terms
  • Milestones
  • Contents
  • 6.1 Human psycology 
  • 6.2 Marriot service
  • 6.3 Policy on returns 
  • 6.4 The unsatisfied customer 
  • 6.5 Returns revised
  • 6.6 The Belligerent customer 
  • 6.7 Showing staff support 
  • 6.8 Safety & risk management 
  • Conclusion
  • Scenario
  • Key Concepts
  • Things to Think About
  • Chapter Slogans
  • Quick quiz
  • Suggestions
  • Chapter Checklist
  • Section III - Human Resources
  • Chapter 7 Human Resources
  • Overview
  • Chapter Objectives
  • Milestones
  • Contents
  • 7.1 Introduction to human resources
  • 7.2 Defining human resources 
  • 7.3 What do you want in an employee
  • 7.4 Whoever runs HR runs your business
  • 7.5 All about HR 
  • 7.6 Hiring
  • 7.7 The interview
  • 7.8 Policy, Procedure, & Protocol
  • 7.9 Discipline and exit interviews  
  • 7.10 Satisfaction surveys and CQI 
  • 7.11 Compliance and risk management
  • Conclusion 
  • Scenario
  • Key Concepts
  • Things to Think About
  • Chapter Slogans
  • Quick quiz
  • Suggestions
  • Chapter Checklist
  • Chapter 8 Onboarding
  • Overview
  • Chapter Objectives
  • Key Terms
  • Milestones
  • Contents
  • 8.1 Introducing to onboarding
  • 8.2 The First Impression 
  • 8.3 Prescreening 
  • 8.4 Vetting
  • 8.5 The offer
  • 8.6 Negotiation
  • 8.7 Acceptance 
  • 8.8 Credentialing
  • 8.9 Employee registration
  • 8.10 Cost of onboarding 
  • 8.11 Optimizing onboarding 
  • Conclusion
  • Scenario
  • Key Concepts
  • Things to Think About
  • Chapter Slogans
  • Quick quiz 
  • Suggestions
  • Chapter Checklist
  • Chapter 9 Orientation
  • Overview
  • Chapter Objectives
  • Key Terms
  • Milestones
  • Contents
  • 9.1 Introduction
  • 9.2 Psycology again
  • 9.3 Don't give out the Kool AID
  • 9.4 The arrival 
  • 9.5 Day 1
  • 9.6 Day 2
  • 9.7 Day 3 
  • 9.8 Day 4 
  • 9.9 Day 5
  • 9.10 Training
  • 9.11 Probation
  • 9.12 The permanent employee 
  • Conclusion
  • Scenario
  • Key Concepts
  • Things to Think About
  • Chapter Slogans
  • Quick quiz
  • Suggestions
  • Chapter Checklist
  • Chapter 10 Risk Management
  • Overview
  • Chapter Objectives
  • Key Terms
  • Milestones
  • Contents
  • 10.1 Introduction 
  • 10. 2 Overview 
  • 10.3 Your risk management program
  • 10.4 Your risk manager
  • 10.5 Regulatory compliance
  • 10.6 Data security
  • 10.7 Incident reporting
  • 10.8 OSHA
  • 10.9 Credentialing
  • 10.10 Contracts 
  • 10.11 IT Risk
  • 10.12 Advertising liability
  • 10.13 Corporate compliance
  • 10.14 Safety
  • 10.15 Security 
  • 10.16 Employee handbook 
  • 10.17 Risk financing
  • 10.18 Quality improvement
  • Conclusion 
  • Scenario
  • Key Concepts
  • Things to Think About
  • Chapter Slogans
  • Quick quiz 
  • Suggestions
  • Chapter Checklist
  • Section IV Operations
  • Chapter 11 Inventory Management
  • Overview
  • Chapter Objectives
  • Key Terms
  • Milestones
  • Contents
  • 11.1 Introduction
  • 11.2 Operations
  • 11.3 Par levels
  • 11.4 Inventory maintenance
  • 11.5 Logistics revised 
  • 11.6 Protecting inventory 
  • 11.7 Inventory management methods
  • 11.8 Common terms in inventory management 
  • 11.9 Warehouse management
  • Conclusion
  • Scenario
  • Key Concepts
  • Things To Think About
  • Chapter Slogans
  • Quick quiz
  • Suggestions
  • Chapter Checklist
  • Chapter 12 Managing Finances
  • Overview
  • Chapter Objectives
  • Key Terms
  • Milestones
  • Contents
  • 12.1 Overview
  • 12.2 You cannot manage finances on the fly 
  • 12.3 Reducing risk 
  • 12.4 Basics of finance management 
  • 12.5 Making choices
  • 12.6 Keeping costs down
  • 12.7 Review of accounting 
  • 12.8 Basics of bookkeeping
  • 12.9 Bookkeeping and accounting
  • Conclusion
  • Scenario
  • Key Concepts
  • Things To Think About
  • Chapter Slogans
  • Quick quiz
  • Suggestions
  • Chapter Checklist
  • Chapter 13 Conventional Administration
  • Overview
  • Chapter Objectives
  • Key Terms
  • Milestones
  • Contents
  • 13.1 Overview
  • 13.2 A brief history 
  • 13.3 Organizational strcuture
  • 13.4 Administration today
  • 13.5 The problem
  • 13.6 Why it doesn't work anymore
  • 13.7 Positions of waste
  • 13.8 Toxic model 
  •  13.9 Failure of communication
  • 13.10 Failure of ethics
  • 13.11 Failure of trickle down economics
  • 13.12 Where things are now 
  • Conclusion 
  • Scenario
  • Key Concepts
  • Things to Think About
  • Chapter Slogans
  • Quick quiz 
  • Suggestions
  • Chapter Checklist
  • Chapter 14 A New Kind of Management
  • Overview
  • Chapter Objectives
  • Key Terms
  • Milestones
  • Contents
  • 14.1 Introduction
  • 14.2 Where we are now 
  • 14.3 Exessive administration
  • 14.4 Times have changed 
  • 14.5 The real difference between a leader and a boss 
  • 14.6 Leading by example 
  • 14.7 A topsy turvy world 
  • 14.8 A new kind of management 
  • 14.9 Keeping control
  • 14.10 Giving employees what they want
  • 14.11 Managing younger generations
  • 14.12 Giving employee what they need
  • 14.13 Employee mental health
  • Conclusion
  • Scenario
  • Key Concepts
  • Things to Think About
  • Chapter Slogans
  • Quick quiz
  • Suggestions
  • Chapter Checklist
  • Section V Executive Role
  • Chapter 15 Corporate Culture
  • Overview
  • Chapter Objectives
  • Key Terms
  • Milestones
  • Contents
  • 15.1 Overview
  • 15.2 Brief anatomy & physiology 
  • 15.3 Pathophysiology 
  • 15.4 The dark triad 
  • 15.5 Corporate pyschology
  • 15.6 Corporations are cults
  • 15.7 The hare pyschopathy checklist 
  • 15.8 Where we are today
  • 15.9 The need for another way 
  • 15.10 We all need each other
  • Conclusion 
  • Scenario
  • Key Concepts
  • Things to Think About:
  • Chapter Slogans
  • Quick quiz 
  • Suggestions
  • Chapter Checklist
  • Chapter 16 Creating Stability
  • Overview 
  • Chapter Objectives
  • Key terms
  • Milestones
  • Contents 
  • 16.1 Slow and low
  • 16.2 Freeing yourself
  • 16.3 Don't become Amazon
  • 16.4 Creating stability 
  • 16.5 More ways to create stability
  • 16.6 Are you prepared?
  • 16.7 Increasing prices isn't always the answer
  • 16.8 You must be involved 
  • 16.9 Right time, right place, right reason
  • Conclusion
  • Scenario
  • Key Concepts
  • Things to Think About:
  • Chapter Slogans
  • Quick quiz 
  • Suggestions
  • Chapter Checklist
  • Chapter 17 Establishing Credibility
  • Overview
  • Chapter Objectives
  • Key Terms
  • Milestones
  • Contents
  • 17.1 The buck stops with you 
  • 17.2 Setting the tone from the begining
  • 17.3 Accreditations licensures, certification
  • 17.4 Traits of a credible business
  • 17.5 Building a reputation
  • 17.6 Credibility starts from within
  • 17.7 Presentations matters
  • Conclusion
  • Scenario
  • Key Concepts
  • Things to Think About:
  • Chapter Slogans
  • Quick quiz 
  • Suggestions
  • Chapter Checklist
  • Chapter 18 The Truth About Consultants
  • Overview
  • Chapter Objectives
  • Key Terms
  • Milestones
  • Contents
  • 18.1 So many voices
  • 18.2 What is a consultant
  • 18.3 Why hire a consultant 
  • 18.4 The truth about consultants
  • 18.5 The uselessness of consultants
  • 18.6 When consulting is a scam
  • 18.7 When to hire a consultant
  • 18.8 How to hire a consultant
  • 18.9 What you want versus what you need
  • Conclusion
  • Scenario
  • Key Concepts
  • Things to Think About:
  • Chapter Slogans
  • Quick quiz
  • Suggestions
  • Chapter Checklist
  • SECTION VI CHANGE THAT MATTERS
  • Chapter 19 Business Sustainability
  • Overview
  • Chapter Objectives
  • Key Terms
  • Milestones
  • Contents
  • 19.1 What is sustainability
  • 19.2 Business sustainability
  • 19.3 Sustainability and the corporate pyscopath 
  • 19.4 The truth about inflation 
  • 19.5 Finanacial sustainability
  • 19.6 How to be sustainable 
  • 19.7 Doing the right thing 
  • Conclusion 
  • Scenario
  • Key Concepts
  • Things to Think About:
  • Chapter Slogans
  • Quick quiz 
  • Suggestions
  • Chapter Checklist
  • Chapter 20 CSR
  • Overview
  • Chapter Objectives
  • Milestones
  • Contents
  • 20.1 Introduction 
  • 20.2 Corporate social responsibility 
  • 20.3 CSR vs ESG vs Sustainability
  • 20.4 Why CSR?
  • 20.5 Social pressures and expectations
  • 20.6 Corporate citizenship 
  • 20.7 Corporate governance
  • 20.8 Transparency revised
  • 20.9 Corporate social responsiveness 
  • Conclusion
  • Scenario
  • Key Concepts
  • Things to Think About
  • Chapter Slogans
  • Quick quiz
  • Suggestions
  • Chapter Checklist
  • Chapter 21 Artificial Intelligence
  • Overview
  • Chapter Objectives
  • Key Terms
  • Milestones
  • Contents
  • 21.1 Introduction
  • 21.2 Existentialism
  • 21.3 Artificial intelligence
  • 21.4 The road to the future
  • 21.5 AI  in business
  • 21.6 AI is your best employee
  • 21.7 You are supposed to make money
  • Conclusion
  • Scenario
  • Key Concepts
  • Things to Think About:
  • Chapter Slogans
  • Quick quiz
  • Suggestions
  • Chapter Checklist
  • Chapter 22 The Dare of Idealism
  • Overview
  • Chapter Objectives
  • Key Terms
  • Milestones
  • Contents
  • 22.1 A Journey's end
  • 22.2 What I hope you got out of this course
  • 22.3 What if . . .
  • 22.4 Reality check
  • 22.5 The Dare of Idealism
  • 22.6 Thank You
  • Conclusion
  • Scenario
  • Key Concepts
  • Things to Think About:
  • Chapter Slogans
  • Quick quiz 
  • Suggestions
  • Chapter Checklist
  • Appendices
  • Appendices Contents
  • Appendix A
  • Appendix B
  • Appendix C
  • Appendix D
  • Appendix E
  • Appendix F
  • Appendix G
  • Glossary
  • End of Book
Completion rules
  • All units must be completed