Measuring the performance of human service programs

Sample

Darlene Russ-Eft, Hallie Preskill

"Citing dozens of successful evaluation programs from the private and public sectors, the authors outline a step-by-step approach to designing, building, and conducting evaluations that will reveal strengths and weaknesses within the organization and pinpoint opportunities for learning and improvement. Evaluation in Organizations will become a resource for human resource and training professionals; market researchers; finance, operations, and planning managers; educators and students of organizational and human resource development; and anyone responsible for measuring, monitoring, and enhancing organizational performance."--BOOK JACKET.

Sample

Thomas Sowell

Our educational establishment -- a vast tax-supported empire existing quasi-independently within American society -- is morally and intellectually bankrupt, charges distinguished economist and social critic Thomas Sowell. And in this top-to-bottom tour of the mismanaged institutions, cynical leadership, and tendentious programs of American education, Sowell exposes the numerous "deceptions and dogmas" that have concealed or sought to justify the steep and very dangerous decline in our educational standards and practices across the board. Among the more serious ills of American education are the technically sophisticated brainwashing techniques now being applied to children and teenagers in so-called "affective education" programs; the special "peace" and "nuclear" education programs that actively promote "politically correct" attitudes; the "values clarification" and sex education curricula that portray parental and religious authority figures as agents of a repressive and unjust social and political orthodoxy; and the racial "mini-establishments" created on college campuses by minority demagogues and complaisant administrators that enshrine a self-serving ideological double standard, thus betraying the real interests of minority students. Sowell's exhaustively researched investigation draws particular attention to the wide array of textbooks and other instructional materials, promoted with astonishing success by a multi-million dollar industry styling itself a "secular humanist" movement, which fosters these ideas -- ideas that are not just anti-American, Sowell maintains, but essentially totalitarian in character. These sinister curricular developments, combined with often cowardly and irresponsible management more concerned about institutional image and ranking than with fiscal integrity or a commitment to educate our youth, will breed disaster unless immediate steps are taken to reform the entire educational system. - Jacket flap.

Sample

Bob Vause

A noted academic and consultant helps managers, investors, analysts, and students understand and uncover a business's true worth and performance.

Sample

Lewis P. Carbone

Good, bad, or indifferent, every customer has anexperience with your company and the productsor services you provide. But few businesses reallymanage that customer experience... so they losethe chance to transform customers into lifetimecustomers. In this book, Lou Carbone shows exactly how toengineer world-class customer experiences, oneclue at a time. Carbone draws on the latest neuroscientificresearch to show how customers transformphysical and emotional sensations into powerfulperceptions of your business... perceptions thatcrystallize into attitudes that dictate everythingfrom satisfaction to loyalty. And he explains how to assess and audit existingcustomer experiences, design and implement newones... and "steward" them over time, to ensurethat they remain outstanding, no matter how yourcustomers change. Experience as a value proposition Building systems that reflect your customers'deepest needs and desires The mouse vs. the orange roof Why Disney succeeded and Howard Johnson's failed The disciplines of experience management Experience assessment, auditing, designing,implementation, and more Experience stewardship for the long term freshing your experiences to reflect changingneeds and desires Understand how your customers think and feel, and how they interact with your products and services Assess, audit, design, implement, and steward any customer experience Beyond Disney and Harley-Davidson: solutions for every industry, product, or service Customer experience is your best opportunity for differentiation... often, your only opportunity.Clued In gives you the tools to craft an outstanding customer experience--no matter what yousell, or who you sell it to. Lou Carbone reveals the sensory building blocks of experience you're already delivering tocustomers, whether you know it or not. He shows how to re-craft these "clues" into a consistent,powerful experience that leads directly to customer preference... a preference that can help youdifferentiate practically anything. Carbone covers the entire process, hands-on: organizing your "experience design" team...evaluating the experience you're already delivering... designing manageable clues that connectwith customer desire... rolling out new experiences... and making customer experience bothsustainable and profitable. Your company needs to move from creating great products and services tocreating great experiences.