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"Contens :Preface -- Acknowledgments -- Introduction -- Introduction to the IT aspects of mergers, acquisitions, and divestitures / Varun Joshi and Saurav Sharma -- The role of IT in mergers and acquisitions / Peter Blatman and Eugene Lukac -- Aligning business and IT strategy during mergers, acquisitions and divestitures / Jason Asper and Wes Protsman -- Mergers and acquisitions IT strategy, approach, and governance: IT and its customers / Chris DeBeer and Michael H. Moore -- Appendix A: M&A IT playbook overview / Joseph Joy, Shalva Nolen, Simon Singh and Nikhil Uppal -- Appendix B: Sample M&A IT checklists / Shalva Nolen, Sreekanth Gopinathan and Devi Aradada -- Appendix C: M&A IT sample case studies / Manish Laad, Abhishek Mathur and Prasanna Rajanna -- About the editor -- About the website -- Index"

"Information theory and best practices in the IT industry examining benchmarking in the business of software development and studying how it is affected by development process, application type, hardware platforms used, and many other variables.Next the book identifies different variables which affect productivity and variables that affect quality, developing useful equations that explaining their relationships. Finally these equations and findings are applied to case studies. "

""Why should my employees and I care about delivering great service? How can I learn more about customer needs and desires? How do other companies deliver superior service? How do I build long-term relationships with customers? The litany of customer service questions goes on and on...Best Practices in Customer Service is a one-stop resource designed to help anyone involved in customer service answer these questions and more. With 35 chapters written by customer service experts, it illustrates best practices in customer service and provides the tools readers need to implement those practices in their own companies. From classic issues like customer retention to contemporary concerns like providing customer service on the Internet, it helps readers: * fully understand the connection between excellent customer service and organizational performance * deliver a higher level of customer service at a lower cost * develop a customer base that fuels growth and profitability.""

"Leading Dynamic Information Literacy Programs delves into the library instruction coordinator’s work. Each chapter is written by practicing coordinators, who share their experiences leading information literacy programs that are nimble, responsive, and supportive of student learning.The volume discusses the work of instruction coordinators within five thematic areas: Claiming our Space: Library Instruction in the Landscape of Higher Education; Moving and Growing Together; Curriculum Development; Meaningful Assessment; and Leading Change. Readers will gain insight from their colleagues’ advice for situating information literacy within the higher education institution, developing meaningful curricula, and using assessment in productive ways. Many of the stories represent a departure from traditional models of library instruction. In addition, this book is sure to spark inspiration for innovative approaches to program leadership and development, including strategies for growing communities of practice.From leadership skills and techniques, methods for cultivating shared values, pedagogical approaches, team building, assessment strategies – and everything in between – the aspiring or practicing instruction coordinator has much to gain from reading this work."