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Books > Business & Economics > Industry & industrial studies > Service industries > General

Rogue - The Inside Story Of SARS's Elite Crime-busting Unit (Paperback): Johann van Loggerenberg, Adrian Lackay Rogue - The Inside Story Of SARS's Elite Crime-busting Unit (Paperback)
Johann van Loggerenberg, Adrian Lackay 2
R195 R156 Discovery Miles 1 560 Save R39 (20%) Ships in 5 - 10 working days

The story of a ‘rogue unit’ operating within the South African Revenue Service (SARS) became entrenched in the public mind following a succession of sensational reports published by the Sunday Times in 2014. The unit, the reports claimed, had carried out a series of illegal spook operations: they had spied on President Jacob Zuma, run a brothel, illegally bought spyware and entered into unlawful tax settlements.

In a plot of Machiavellian proportions, head of the elite crime-busting unit Johann van Loggerenberg and many of SARS’s top management were forced to resign. Van Loggerenberg’s select team of investigators, with their impeccable track record of busting high-level financial fraudsters and nailing tax criminals, lost not only their careers but also their reputations. Now, in this extraordinary account, they finally get to put the record straight and the rumours to rest: there was no ‘rogue unit’. The public had been deceived, seemingly by powers conspiring to capture SARS for their own ends.

Shooting down the allegations he has faced one by one, Van Loggerenberg tells the story of what really happened inside SARS, revealing details of some of the unit’s actual investigations.

Grinding It Out - The Making of McDonald's (Paperback): Ray Kroc Grinding It Out - The Making of McDonald's (Paperback)
Ray Kroc 1
R260 R215 Discovery Miles 2 150 Save R45 (17%) Ships in 5 - 10 working days

"He either enchants or antagonizes everyone he meets. But even his enemies agree there are three things Ray Kroc does damned well: sell hamburgers, make money, and tell stories." --from Grinding It Out

Few entrepreneurs can claim to have radically changed the way we live, and Ray Kroc is one of them. His revolutions in food-service automation, franchising, shared national training, and advertising have earned him a place beside the men and women who have founded not only businesses, but entire empires. But even more interesting than Ray Kroc the business man is Ray Kroc the man. Not your typical self-made tycoon, Kroc was fifty-two years old when he opened his first franchise. In Grinding It Out, you'll meet the man behind McDonald's, one of the largest fast-food corporations in the world with over 32,000 stores around the globe.

Irrepressible enthusiast, intuitive people person, and born storyteller, Kroc will fascinate and inspire you on every page.

NVQ/SVQ Level 2 Cleaning Student Book (Paperback): Diane Canwell, David Pope, Tricia Rivers, Caroline Roberts, Ruth Whaites NVQ/SVQ Level 2 Cleaning Student Book (Paperback)
Diane Canwell, David Pope, Tricia Rivers, Caroline Roberts, Ruth Whaites
R867 Discovery Miles 8 670 Ships in 10 - 15 working days

Up-to-date, tailored support to help candidates through their NVQ as quickly and easily as possible! Delivers the knowledge for the mandatory units and a range of popular option units for the NVQ and the new Technical Certificate, plus lots of help with preparation for assessment. Consistent style and layout builds candidates' confidence as they work through the text. Simple, accessible language helps to deliver the underpinning knowledge to candidates with basic skills needs, or English as a second language. Includes spaces for learners to write in order to aid evidence generation and portfolio building.

The Business of Events Management (Paperback): John Beech, Sebastian Kaiser, Robert Kaspar The Business of Events Management (Paperback)
John Beech, Sebastian Kaiser, Robert Kaspar
R1,085 Discovery Miles 10 850 Ships in 10 - 15 working days

Events Management 1e John Beech, Sebastian Kaiser and Robert Kaspar The Business of Events Management provides an accessible and lively introduction to the practice of managing an event, festival, conference or congress. Written by a team of international experts, the book incorporates the latest thinking in events management and highlights key theories, concepts and models by using a range of case studies and examples. This book will enable you to: * Manage the financial aspects of events management * Understand the impact of events on built and natural environments * Explain the role of volunteers in an event and understand the challenges that managing them involves * Understand the key issues in planning and designing a venue Each chapter features a real-life case study to illustrate key concepts and place theory in a practical context, as well as preparing students to tackle any challenges they may face in managing events. Case studies include the Edinburgh International Festival, the 2010 Winter Olympics and Indian Premier League Cricket.

Final Journey - The Untold Story of Funeral Trains (Paperback): Nicolas Wheatley Final Journey - The Untold Story of Funeral Trains (Paperback)
Nicolas Wheatley
R564 R454 Discovery Miles 4 540 Save R110 (20%) Ships in 10 - 15 working days

This new history reveals the previously untold story of why and how trains have been used to transport the coffins of the dead, enabling their burial in a place of significance to the bereaved. From Royalty, aristocrats and other VIPs (including Sir Winston Churchill and the Unknown Soldier) to accident victims and ordinary people, this book explores the way in which these people made their final journey by train before being laid to rest. Profusely illustrated with many images, some never previously published, Nicholas Wheatley's work details how the mainline railways carried out this important yet often hidden work, from the Victorian age to the 1980s. The continuation of ceremonial funeral transport on many heritage railways brings the story up to the present day.

Forgotten Drinks of Colonial New England - From Flips & Rattle-Skulls to Switchel & Spruce Beer (Paperback): Corin Hirsch Forgotten Drinks of Colonial New England - From Flips & Rattle-Skulls to Switchel & Spruce Beer (Paperback)
Corin Hirsch
R460 R372 Discovery Miles 3 720 Save R88 (19%) Ships in 7 - 11 working days

Colonial New England was awash in ales, beers, wines, cider and spirits. Everyone from teenage farmworkers to our founding fathers imbibed heartily and often. Tipples at breakfast, lunch, teatime and dinner were the norm, and low-alcohol hard cider was sometimes even a part of children's lives. This burgeoning cocktail culture reflected the New World's abundance of raw materials: apples, sugar and molasses, wild berries and hops. This plentiful drinking sustained a slew of smoky taverns and inns--watering holes that became vital meeting places and the nexuses of unrest as the Revolution brewed. New England food and drinks writer Corin Hirsch explores the origins and taste of the favorite potations of early Americans and offers some modern-day recipes to revive them today.

Seat Yourself - The Best of South Louisiana's Local Diners, Lunch Houses, and Roadside Stops (Paperback): Alex V Cook Seat Yourself - The Best of South Louisiana's Local Diners, Lunch Houses, and Roadside Stops (Paperback)
Alex V Cook
R457 R369 Discovery Miles 3 690 Save R88 (19%) Ships in 7 - 11 working days

Louisiana can be a complicated place, but the state's good food and friendly people are simple facts. Pairing these two indisputable truths, author Alex V. Cook takes readers to the many unsung diners, quirky low-fuss restaurants, and family-run establishments that serve up the very best of true Louisiana cuisine. From a gas station with the best boudin links to a Vietnamese bakery with mouthwatering bA!nh mA, each of these lesser-known culinary gems stitched across southeast Louisiana offers tasty local fare in a down-to-earth atmosphere. Setting off from the state capital of Baton Rouge and winding through the back roads of Cajun country, then turning southward to the Gulf, and finally veering onto side streets in New Orleans, Cook profiles more than thirty must-visit eateries with wit and an eye for the authentic. Along the way, a culinary landscape emerges that is markedly genuine, surprisingly diverse, and deliciously free from affectation. With indispensable venue information, personal recommendations, and entertaining anecdotes, Seat Yourself: The Best of South Louisiana's Local Diners, Lunch Houses, and Roadside Stops is a vivid, humorous, and sharply written hat tip to those Louisiana's constants: amazing food and great people. ""Cook's vivid travelogue and deft observations [show] what these gathering spots mean to Louisiana culture: The way we eat, drink, and dance tells stories about who we are.""- Nola.com/Times- Picayune ""Alex has written a terrifically informative, highly entertaining, compulsively readable guide.""- James Fox-Smith, editor of Country Roads magazine

Successful Event Management - A Practical Handbook (Paperback, 5th edition): Bryn Parry, Anton Shone Successful Event Management - A Practical Handbook (Paperback, 5th edition)
Bryn Parry, Anton Shone
R780 R671 Discovery Miles 6 710 Save R109 (14%) Ships in 15 - 25 working days

The fifth edition of Successful Event Management covers every aspect of events management, from the planning and set up process through to delivery, close-down and evaluation. The wealth of case studies includes both successful and failed events, allowing you to really understand how the principles described in the text can affect the outcome of an event.

Service Operations Management - Improving Service Delivery (Paperback, 4th edition): Robert Johnston, Graham Clark, Michael... Service Operations Management - Improving Service Delivery (Paperback, 4th edition)
Robert Johnston, Graham Clark, Michael Shulver
R1,602 Discovery Miles 16 020 Ships in 10 - 15 working days

This international market-leading book, aimed at both students and practising managers, provides a comprehensive and balanced introduction to service operations management. Building on the basic principles of operations management, the authors examine the operations decisions that managers face in controlling their resources and delivering services to their customers.

Mister Nick - Playing the Field, Sailing the Seas, Cooking Up Storms (Hardcover): Nick Hudson Mister Nick - Playing the Field, Sailing the Seas, Cooking Up Storms (Hardcover)
Nick Hudson
R593 R538 Discovery Miles 5 380 Save R55 (9%) Ships in 10 - 15 working days
The Dog Merchants - Inside the Big Business of Breeders, Pet Stores, and Rescuers (Paperback): Kim Kavin The Dog Merchants - Inside the Big Business of Breeders, Pet Stores, and Rescuers (Paperback)
Kim Kavin
R367 R193 Discovery Miles 1 930 Save R174 (47%) Ships in 10 - 15 working days

In what promises to become an Omnivore's Dilemma for dog lovers-breed devotees and adoption advocates alike-The Dog Merchants is the first book to explain the complex and often surprisingly similar business practices that extend from the American Kennel Club to local shelters, from Westminster champions to dog auctions. Without judging dog lovers of any stripe, The Dog Merchants makes it clear that money spent among these dog merchants has real-world effects on people and canines. Kavin reveals how dog merchants create markets for dogs, often in defiance of the usual rules of supply and demand. She takes an investigative approach and meets breeders and rescuers at all levels, shedding much-needed light on an industry that most people don't even realize is an industry. Kavin's goal is to advance the conversation about how all dogs are treated, from puppy mills to high-kill shelters. She shows that a great deal can be improved by understanding the business practices behind selling dogs of all kinds. Instead of pitting rescue and purebred people against each other, The Dog Merchants shows how all dog lovers can come together with one voice as consumers, on behalf of all our beloved companions.

Death, Mourning, and Burial - A Cross-Cultural Reader (Paperback, 2nd Edition): Antonius C.G.M. Robben Death, Mourning, and Burial - A Cross-Cultural Reader (Paperback, 2nd Edition)
Antonius C.G.M. Robben
R1,302 R1,227 Discovery Miles 12 270 Save R75 (6%) Ships in 10 - 15 working days

The definitive reference on the anthropology of death and dying, expanded with new contributions covering everything from animal mourning to mortuary cannibalism Few subjects stir the imagination more than the study of how people across cultures deal with death and dying. This expanded second edition of the internationally bestselling Death, Mourning, and Burial offers cross-cultural readings that span the period from dying to afterlife, considering approaches to this transition as a social process and exploring the great variations of cultural responses to death. Exploring new content including organ transplantation, institutionalized care for the dying, HIV-AIDs, animal mourning, and biotechnology, this text retains classic readings from the first edition, and is enhanced by twenty-three new articles and two new sections which provide increased breadth and depth for readers. Death, Mourning, and Burial, Second Edition is divided into eight parts reflecting the social trajectory of death: conceptualizations of death; death, dying, and care; grief and mourning; mortuary rituals; and remembrance and regeneration. Sections are introduced through foundational texts which provide the ideal introduction to this diverse field. It is essential reading for anyone concerned with issues of death and dying, as well as violence, terrorism, war, state terror, organ theft, and mortuary rituals. * A thoroughly revised edition of this classic anthology featuring twenty-three new articles, two new sections, and three reformulated sections * Updated to include current topics, including organ transplantation, institutionalized care for the dying, HIV-AIDs, animal mourning, and biotechnology * Must reading for anyone concerned with issues of death and dying, as well as violence, terrorism, war, state terror, organ theft, and mortuary rituals * Serves as a text for anthropology classes and provides a genuinely cross-cultural perspective to all those studying death and dying

Services Marketing (Paperback, 2nd Revised edition): William Chitty, Steven D'Alessandro, David Gray, Andrew Hughes Services Marketing (Paperback, 2nd Revised edition)
William Chitty, Steven D'Alessandro, David Gray, Andrew Hughes
R1,904 Discovery Miles 19 040 Ships in 10 - 15 working days

Services Marketing Second Edition helps students understand the role that services marketing plays in creating customer value, and the increasing contributions that services make to national economies. Service marketers need to understand the practical implications associated with the definitive characteristics of services because that knowledge will enable them to recognise, and effectively manage, the marketing opportunities arising from global service-based economies. This text encourages students to develop an understanding of the service processes that create value for identified target markets. An analytical learning approach, based on applying established and evolving services marketing concepts for Australasian organisations, is the rationale of the pedagogy adopted by this text. That approach is warranted for two reasons: - Australian and New Zealand service organisations are developing closer economic ties with the growing markets of their South-East Asian counterparts. - By understanding Australasian service organisations, students will be able to adopt an international perspective on services marketing.

If We Can Win Here - The New Front Lines of the Labor Movement (Paperback): Fran Quigley If We Can Win Here - The New Front Lines of the Labor Movement (Paperback)
Fran Quigley
R587 Discovery Miles 5 870 Ships in 7 - 11 working days

Do service-sector workers represent the future of the U.S. labor movement? Mid-twentieth-century union activism transformed manufacturing jobs from backbreaking, low-wage work into careers that allowed workers to buy homes and send their kids to college. Some union activists insist that there is no reason why service-sector workers cannot follow that same path. In If We Can Win Here, Fran Quigley tells the stories of janitors, fry cooks, and health care aides trying to fight their way to middle-class incomes in Indianapolis. He also chronicles the struggles of the union organizers with whom the workers have made common cause. The service-sector workers of Indianapolis mirror the city's demographics: they are white, African American, and Latino. In contrast, the union organizers are mostly white and younger than the workers they help rally. Quigley chronicles these allies' setbacks, victories, bonds, and conflicts while placing their journey in the broader context of the global economy and labor history. As one Indiana-based organizer says of the struggle being waged in a state that has earned a reputation as antiunion: "If we can win here, we can win anywhere." The outcome of the battle of Indianapolis may foretell the fate of workers across the United States.

Food and Beverage Cost Control (Hardcover, 6th Edition): Lea R. Dopson, David K. Hayes Food and Beverage Cost Control (Hardcover, 6th Edition)
Lea R. Dopson, David K. Hayes
R2,763 Discovery Miles 27 630 Ships in 10 - 15 working days

This fully updated sixth edition of Food and Beverage Cost Control provides students and managers with a wealth of comprehensive resources and the specific tools they need to keep costs low and profit margins high.

In order for foodservice managers to control costs effectively, they must have a firm grasp of accounting, marketing, and legal issues, as well as an understanding of food and beverage sanitation, production, and service methods.

Start & Run a Money-Making Bar (Hardcover, 2nd ed.): Bruce Fier Start & Run a Money-Making Bar (Hardcover, 2nd ed.)
Bruce Fier
R852 R667 Discovery Miles 6 670 Save R185 (22%) Ships in 7 - 11 working days
Optimize YOUR Bnb - The Definitive Guide to Ranking #1 in Airbnb Search (Paperback): Daniel Vroman Rusteen Optimize YOUR Bnb - The Definitive Guide to Ranking #1 in Airbnb Search (Paperback)
Daniel Vroman Rusteen
R359 Discovery Miles 3 590 Ships in 7 - 11 working days
Graphic Fest - Identities for Festivals & Fairs (Paperback): Graphic Fest - Identities for Festivals & Fairs (Paperback)
R856 R643 Discovery Miles 6 430 Save R213 (25%) Ships in 10 - 15 working days

For festivals and fairs, identity design is an integral aspect and a starting point of organisation. Be it tackling a different theme each year for a recurring event or starting something new, attractiveness, energy and distinctive designs are sought out for, while freshness for long-running festivals and fairs is a must. A process that juggles a vast variety of aspects including logo, souvenirs, custom application design, environment setting, type design and more, Graphic Fest shines the light on the comprehensive and systematic approach festivals and fairs take. Informative and inspiring, it is the ultimate resource book for event identities.

The All-Year-Round Christmas Handbook - Plan, Make, Cook, and Create Your Own Unique Celebration (Hardcover): Tiffany Wood The All-Year-Round Christmas Handbook - Plan, Make, Cook, and Create Your Own Unique Celebration (Hardcover)
Tiffany Wood 1
R449 R373 Discovery Miles 3 730 Save R76 (17%) Ships in 10 - 15 working days

With a few straightforward strategies and a perfectly practical planner, Tiffany Wood shows you how to jingle your way through the preparations for Christmas, from January to December. The All-Year-Round Christmas Handbook lends a helping hand to everyone who would like to create a kinder, more mindful and homespun Christmas celebration. Juggling all manner of jobs at a time when expectations of festive fun are sky high means that effective planning and time management are vital. Organisational and creative tasks are divided into months, then weeks and days as you get nearer to Christmas. In the month before Christmas, each week has its own 'dashboard' for different activities - creating, cooking, eating, shopping, entertaining - plus planning pages you can fill in yourself. To save you time, there are recipes for handy cook-ahead dishes, simple meals and store-bought shortcuts. Tiffany shows you how to wrap your gifts with style and make crafty things with the leftover paper. There are also tips from Mrs and Mr Christmases around the world, with some different traditions you might like to try.

Roll Into a Perfectly Made Bed - All You Need to Know about the Art of Bedmaking (Hardcover): Rebecca Litwin Roll Into a Perfectly Made Bed - All You Need to Know about the Art of Bedmaking (Hardcover)
Rebecca Litwin
R514 R415 Discovery Miles 4 150 Save R99 (19%) Ships in 7 - 11 working days
Service Management - An integrated approach (Paperback, 3rd edition): Bart Van Looy, Paul Gemmel, Roland Van Dierdonck Service Management - An integrated approach (Paperback, 3rd edition)
Bart Van Looy, Paul Gemmel, Roland Van Dierdonck
R1,679 Discovery Miles 16 790 Ships in 10 - 15 working days

Over 75% of graduates currently find work in the service industries, but there are very few books that deal specifically with the subject of service management. This third edition of Services Management provides a comprehensive insight into the industry and its' importance in today's economies. The book is based on three central strands of services management: customers, employees and operations. The final part of the book addresses the issue of performance management and service strategy. Based on a series of research workshops with academics and practitioners at the Service Management Centre, De Vlerick School of Management, University of Ghent, the authors have produced in-depth case studies and survey research to help students to develop a thorough understanding of the specific challenges and issues of service management today. Services Management third edition is ideal for Service Management students within a Business or Tourism degree, but also of great interest to operations, management, marketing and general business students

How to Get Things Right - A Guide to Finding and Fixing Service Delivery Problems (Hardcover, 1st ed. 2019): Beatriz Munoz-Seca How to Get Things Right - A Guide to Finding and Fixing Service Delivery Problems (Hardcover, 1st ed. 2019)
Beatriz Munoz-Seca
R826 R568 Discovery Miles 5 680 Save R258 (31%) Ships in 10 - 15 working days

In How to Make Things Happen, we learnt that knowledge is the fundamental driver of service efficiency. In this new book, the author follows four very different companies in the finance, gas and tourism sectors as they implement the Service Problem Driven Management Model (SPDM) to improve their operations. With real examples and plenty of practical tips, anecdotes and actionable ideas for real life implementation, this book will teach you how to: Explore hidden capacity Implement new ideas by transforming pop-ups into prototypes Discover knowledge pills to accelerate learning Develop service modules and problem tracks Put problem solving at the heart of excellent service delivery Offering a rare insight into how to unblock service problems and the realistic challenges you will encounter along the way, this book shows you how to make things happen and more importantly, how to get them right.

Manufacturing Servitization in the Asia-Pacific (Hardcover, 1st ed. 2016): Jing Wang, Michitaka Kosaka, Ke Xing Manufacturing Servitization in the Asia-Pacific (Hardcover, 1st ed. 2016)
Jing Wang, Michitaka Kosaka, Ke Xing
R3,510 R2,968 Discovery Miles 29 680 Save R542 (15%) Ships in 10 - 15 working days

This book systematically describes the development of manufacturing servitization in the Asia-Pacific region. It offers a practical and theoretical reference guide to the manufacturing companies in the Asia-Pacific region, which is now a major global manufacturing center. Servitization is a fairly recent trend in the manufacturing industry: some American and European manufacturing companies have successfully transformed to service oriented manufacturing companies over the past three decades, while Asian-Pacific region companies have only more recently begun to recognize the importance of servitization. But some Asia-Pacific region companies have been exploring approaches in the same direction of servitization without being aware of the concept. One unique aspect of this book is the fact that it takes into consideration the social and cultural influences of this region. It introduces companies within and beyond the region, as well as the academic world, to the current state of development of the Asia-pacific manufacturing industry and its servitization trend. This is the first book that focuses on this topic, one which is of great theoretical and practical importance.

Risk and Hazard Management for Festivals and Events (Paperback): Peter Wynn-Moylan Risk and Hazard Management for Festivals and Events (Paperback)
Peter Wynn-Moylan
R380 R359 Discovery Miles 3 590 Save R21 (6%) Ships in 5 - 10 working days

Events of all types are produced every day for all manner of purposes, attracting all sorts of people. To provide a safe and secure setting in which people gather is imperative. Event risk and hazard management must be fully integrated into all event plans and throughout the event management process. Hazard management is the planning process required for the effective management of potential adverse incidents and areas of uncertainty. It involves intensive, detailed planning and cooperation to apply control systems to minimise hazards associated with venues, outdoor sites, work procedures, facilities, equipment and crowds of spectators. It involves planning for emergencies and security, and compliance with legal constraints and requirements. Risk and Hazard Management for Festivals and Events provides students with a comprehensive, fully integrated planning and management mechanism that can be applied to events of all types and size. The Event Safety Management System provides guidelines and processes for proactive methods to identify, assess and control hazardous conditions and practices. The system incorporates design of festival venues and sites, and unites the operational functions of crowd control, communications, security, terrorism prevention processes and emergency response protocols. Explanation of the causes of crowd disasters and studies into crowd behaviour are supported with international case studies. Written in an accessible, practical way, this book is essential reading for all events students and event managers.

Procuring Complex Performance - Studies of Innovation in Product-Service Management (Paperback): Nigel Caldwell, Mickey. Howard Procuring Complex Performance - Studies of Innovation in Product-Service Management (Paperback)
Nigel Caldwell, Mickey. Howard
R1,253 Discovery Miles 12 530 Ships in 10 - 15 working days

This book examines the management of Procuring Complex Performance (PCP) in large-scale programmes that includes the downstream support phase in sectors such as construction, healthcare, transport, aerospace, marine and defence. It brings together a series of edited chapters to explain why the traditional combination of linear project management and highly detailed contracts are now unsuited to the dynamics of emerging customer requirements based on performance and outcome. Working with leading business professors across the UK and Europe, Caldwell and Howard present the case for why large-scale programmes of world class organizations often represent a shifting frontier between the boundaries of public-private provision and silos of operations expertise. Adopting a procurement perspective, the authors explain how complex performance means not just coping with the dynamics of buyer-supplier relationships, but incorporates the shift from production orientation towards availability of bundled services such as maintenance and upgrade delivered over extended, often multi-decade timeframes. The strength of 'PCP' is its empirical case-based support for new business models based on through-life management, availability contracting and service support which challenge simplistic notions of dyadic, hierarchical relationships and transfer of risk to the supply base. This unique publication is essential reading for scholars and practitioners seeking to understand the context of innovation and supply as a coordinated and integrated approach to managing and procuring complex performance.

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