The Big Dutch 20 Year 730 Million Page Digitisation ChallengeOlaf Janssen
The National Library of the Netherlands (KB) is mass-digitizing all Dutch publications since 1470. This article outlines KB's strategy for making this output publicly available.
In the next 20 years, the Dutch national library (KB) will mass-digitize all Dutch printed books, newspapers and magazines since 1470, a total of 730 million pages. Until recently, this was done by public funding alone. To speed up things in a climate of ongoing budget cuts, KB entered into public-private partnerships with both Google and Proquest to digitize 42 million pages by 2013. Besides the availability of funding, digitization priority is determined by a mix of client and institutional needs such as copyright status, uniqueness, institutional capability and user demand.
At the same time, KB is answering user demand for centralized access and content distribution by streamlining its scattered online services portfolio. For this, KB develops two strategic lines of action.
* The first is on metadata (searching FOR publications): in 2013, KB will unify metadata searching across all its paper and digital collections via OCLC's WorldCat Local.
* The second is on full-text (searching IN publications): for searching in full-text historic publications (i.e. mass digitization output) KB is currently developing its Platform for Digital Publications. Besides a search engine, it is also a:
* Presentation environment, associating each full-text object with a standardized webpage and persistent URL, offering a uniform look and feel, and unique reference for all KB's full-texts. This landing page enables third-party services (e.g. WorldCat Local, Europeana, Google) to refer to objects in a persistent way.
* Delivery platform, enabling KB to deliver content in the workflows of users via APIs and expose it to research communities.
* Aggregator, enabling KB to set up a network of partners to bring together all Dutch digital books, newspapers and magazines, at the same time supporting Europeana's content aggregation strategy.
Olaf Janssen on the collaboration between European national libraries during ...Olaf Janssen
In this presentation Olaf Janssen - project & account manager at The European Library - talks about 18 years of cooperation between the national libraries of Europe.
He introduces national libraries in a European context and presents the history and benefits of their collaboration.
He outlines the development of The European Library (TEL) from the Gabriel project and the TELproject, and discusses how the TEL-ME-MOR project contributes to the growth of TEL.
I held this talk as an invited speaker during the NLB Conference "Celebrating Knowledge, The Power and Potential" on 15-11-2005, Singapore
The Big Dutch 20 Year 730 Million Page Digitisation ChallengeOlaf Janssen
The National Library of the Netherlands (KB) is mass-digitizing all Dutch publications since 1470. This article outlines KB's strategy for making this output publicly available.
In the next 20 years, the Dutch national library (KB) will mass-digitize all Dutch printed books, newspapers and magazines since 1470, a total of 730 million pages. Until recently, this was done by public funding alone. To speed up things in a climate of ongoing budget cuts, KB entered into public-private partnerships with both Google and Proquest to digitize 42 million pages by 2013. Besides the availability of funding, digitization priority is determined by a mix of client and institutional needs such as copyright status, uniqueness, institutional capability and user demand.
At the same time, KB is answering user demand for centralized access and content distribution by streamlining its scattered online services portfolio. For this, KB develops two strategic lines of action.
* The first is on metadata (searching FOR publications): in 2013, KB will unify metadata searching across all its paper and digital collections via OCLC's WorldCat Local.
* The second is on full-text (searching IN publications): for searching in full-text historic publications (i.e. mass digitization output) KB is currently developing its Platform for Digital Publications. Besides a search engine, it is also a:
* Presentation environment, associating each full-text object with a standardized webpage and persistent URL, offering a uniform look and feel, and unique reference for all KB's full-texts. This landing page enables third-party services (e.g. WorldCat Local, Europeana, Google) to refer to objects in a persistent way.
* Delivery platform, enabling KB to deliver content in the workflows of users via APIs and expose it to research communities.
* Aggregator, enabling KB to set up a network of partners to bring together all Dutch digital books, newspapers and magazines, at the same time supporting Europeana's content aggregation strategy.
Olaf Janssen on the collaboration between European national libraries during ...Olaf Janssen
In this presentation Olaf Janssen - project & account manager at The European Library - talks about 18 years of cooperation between the national libraries of Europe.
He introduces national libraries in a European context and presents the history and benefits of their collaboration.
He outlines the development of The European Library (TEL) from the Gabriel project and the TELproject, and discusses how the TEL-ME-MOR project contributes to the growth of TEL.
I held this talk as an invited speaker during the NLB Conference "Celebrating Knowledge, The Power and Potential" on 15-11-2005, Singapore
Customer Service Basic training for Public agencies. Diversity and culture competence play a huge role in customer satisfaction.
http://www.saharconsulting.com
The Voice of the CustomerThe customer is always right.MACY.docxssusera34210
The Voice of the Customer
The customer is always right.
MACY’S SLOGAN
We start with a list of our customers. “Tire-kicker. Mooch.” The names come faster now, shouted out by the car dealership employees, “Dreamer. Stroker.
Lookie-Lou.” Then we ask, what do customers think of car salespeople? Silence. Then a few suggestions: “Snake oil salesman. Sleaze-bag. Crook.”
INFINITI BOOT CAMP FOR DEALERS
The customer is the enemy.
REPORTEDLY A MOTTO AMONG CERTAIN MANAGERS AT ARCHER DANIELS MIDLAND CORPORATION
The quotes at the top of the chapter demonstrate that different employees have different views of their customers. We have all experienced instances of great or lousy customer service. Customer service is important because 1
1Kabodian, A., “The Customer Is Always Right.” Quotes from http://customersatisfaction.com/book.html(June 1997).
· Customers will tell twice as many people about bad experiences as good experiences.
· A dissatisfied customer will tell 8 to 10 people about the bad experience.
· Seventy percent of upset customers will remain your customer if you resolve the complaint satisfactorily.
· It’s easier to get customers to repeat than it is to find new business.
· Service firms rely on repeat customers for 85% to 95% of their business.
· Eighty percent of new product and service ideas come from customer ideas.
· The cost of keeping an existing customer is one-sixth of the cost of attracting a new customer.
A customer is the receiver of goods or services. Typically, this involves an economic transaction in which something of value has changed hands.
Often customers are defined as internal or external customers. Internal customers are employees receiving goods or services from within the same firm. For example, management information systems (MIS) technicians and programmers view the users within their company as internal customers. Accounting departments and finance departments often have very little interaction with the bill-paying customer. However, they have customers within the firm who use their services on a daily basis. In a sense, there is an economic transaction that takes place in internal services in that service providers are funded as a result of the service they provide to the organization as a whole. Some have used an abstraction of the term internal customer to include the person at the next step in the supply chain. Therefore, the person who works at workstation 3 can be considered the customer of the worker at workstation 2.
External customers are the bill-paying receivers of our work. The external customers are the ultimate people we are trying to satisfy with our work. If we have satisfied external customers, chances are we will continue to prosper, grow, and fulfill the objectives of the firm.
Another term that describes customers is end user. An end user is the final recipient of a product or service. The term is often used by software developers who program software solutions for customers. Service firms have many ...
Lets learn service recovery from Jet Blue Airline when they faced a problem in a nightmare Valetine"s day. Then, we try to help Lion Air which also has many problems within this company. Hopefully Lion can learn and improve their service recovery in order to leverage their quality as in revenue.
Mr. Arun Nair's presentation at echoVME's first Bonfire. Learn about the changing paradigm, the new empowered customer, Arun's concept of the 3E’s of Customer Service. Wonderful Presentation. Read about the session in detail here: http://blog.echovme.com/2011/07/echovme%E2%80%99s-social-media-bonfire-%E2%80%93-exclusive-inaugural-session/
Experts say that getting a new customer is five times more costly compared to maintaining an existing customer. The main reason is that they know and they trust you.They know your products and services.They trust and value the relationship they have with you through their actions of buy-ins and transactions.Therefore if the promise is compromised, organizations have to work harder to recover the service.
Service recovery is a positive approach to complaint handling.The heart of the service recovery framework will be identifying and addressing the problem or concern early, crafting out a suitable solution or alternative recommendation empathetically and taking the necessary action measures promptly.
Repeat customers are vital in any business.Customer retention is extremely crucial.This presentation shares with us the positive impact of service recovery
Small Business Social Media and Gamification Tips Patrick Cummings
This slide deck was presented at the Williamsport Business Association event. This workshop is about business-to-business and business-to-consumer marketing techniques using Facebook, Twitter, LinkedIn, YouTube and other social media. Understanding how to implement social media and which platforms are best for your business is very important in today’s business environment. You won’t want to miss this workshop, because it just may offer you the insight you need to succeed.
This WBA Workshop will prove to be both informative and highly enlightening, and will feature six guest speakers and a Q&A session following the presentations. Speakers will include Larry Manolini of Lycoming College, Dennis Gilbert of Appreciative Strategies, Laura Templeton of Rettew Engineering, Ron Lassiter of Affiniton, representatives of Clear Channel Media & Entertainment, consultant Patrick Cummings, and Joel Vincent of BilltownLIVE & Vinsense Creative Development.
Service Marketing/ Growth/ characteristics/classification/service marketing m...viveksangwan007
Punjab Technical University- Scheme and Syllabus of Masters of Business Administration (MBA) Batch 2012 onwards, course code MBA 906 -Service Marketiing
This document was used during a webinar by Pinfluencer. We covered Best Practices for Contests and Sweepstakes in Pinterest, as well as some important data about Pinterest itself. To view a video recording of the webinar, visit:
A SPLICE Expert Perspectives Webcast: Customer Experience Beyond SurveysSPLICE Software
Customer Experience (CX) has become a critical differentiator in today’s hypercompetitive, ultraconnected global marketplace. However, most organizations struggle due to technology restraints. This webinar shares simple, low cost strategies, like Journey Mapping, to help you improve your CX, and similarly, Net Promoter Score® (NPS®).
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
Website – www.pmday.org
Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
Kseniya Leshchenko: Shared development support service model as the way to ma...
Customer service 2012 bfit
1.
2. Background
Endicott College
Iowa State University
Mount Ida College
Bunker Hill Community College
Holiday Inn
Staybridge Suites
Holiday Inn Express
Holiday Inn Select
Hampton Inn
Louie’s Shore Restaurant
4. Service Defined
The action of helping or doing work for someone
Service Industry:
A business that does work for a customer, &
occasionally provides goods, yet not involved in
manufacturing.
5. What is Customer
service?
Specifically refers to human or mechanical
activities firms undertake to help satisfy their
customers needs and wants
Adds value
Maintain a sustainable competitive advantage
27. Media Reports
Hall of Fame Hall of Shame
Netflix FedEx Bank of Comcast
America
Norstrom Costco Citibank
AOL
Southwest
Progressive
UPS Capital One
JP Morgan
Publix Marriott Sprint Nextel Chase
Apple Whole Food Time Warner Farmers
Leads to a greater challenge on behalf of the vendor in communicating their message about what they have to offer.Can’t evaluate the service until it’s been experienced.Service can’t be separated from the product or consumer. – it’s a package dealDue to the intangibility of services, the images that marketers use must reinforce the benefit or value that a service provides.Services are also PERISHABLE in that they can’t be stored for use in the future. You can’t stockpile supply.
6:47 AH&LA unprofessional service video
the positive or negative behavior of the employee has a direct impact on the experience encountered by the guest
3. Delivery Gap: the difference between the firm’s service standards & the actual service it provides to customers. Close by getting Eee’s to meet/exceed expectations.4. Communications Gap: difference between the actual service provided to customers & service that the firm promises. Be realistic.
Customer’s expectations are based on their knowledge and experiences.Expectations vary according to the type of service (Ritz Carlton vs. Motel 6)
Empowerment – means allowing employees to make decisions about how service gets provided to customers.Service with a SmileUse technology to have great access to delivery of services; kiosks
customer loyalty is a central tenant of consumer behavior.It is estimated that attracting new business costs four to six times more than retaining an existing customer according to Forrester Research (Svent, 2002)
CNN – 2009 Report. [pineapple 1:57} [Bell 4:57}150k in views within a week of posting the video.As of today – almost 13 MILLION views!
A statement that a situation is unsatisfactory or unacceptable.A reason for dissatisfaction: “I have no complaints about the hotel.”
Phone – individual property or corporate office / 800#Letter/email - individual property or corporate office
Founded in 2004 – to help find great businesses (dentists, hair, mechanics)36+ Million reviews
Over 1.1 million hotels & restaurants60+ reviews posted every minute = 100+million reviews around the world.Founded in 2/2000; 30 countries, 21 languages
