Introduction to Potable Water Treatment Processes 1st Edition by Simon Parsons, Bruce Jefferson ISBN 1405127961 978-1405127967

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Product details: 

ISBN 10: 1405127961

ISBN 13: 978-1405127967

Author: Simon Parsons, Bruce Jefferson

The availability of a reliable supply of water is one of the most important determinants of human health, with the supply of clean drinking water being a multibillion dollar industry in the developed world and a key concern for less developed countries.

Introduction to Potable Water Treatment Processes illustrates the link between raw water quality and treatment process selection and performance. Individual chapters concentrate on specific water treatment processes, detailing the chemical and engineering principles behind the process, and further illustrating process implementation by the use of process flow diagrams, photographs and case studies. The final three chapters look specifically at the removal of organic and inorganic contaminants and at the treatment and disposal of sludge. With introductory chapters covering both UK/European legislation and WHO guidance, and a general introduction to process flow diagrams, Introduction to Potable Water Treatment Processes is essential reading for anyone operating or managing a water treatment process, or carrying out research on water treatment processes.

Table of contents: 

• Introduction

  • The Importance of Customer-Centric Leadership
  • Understanding the Role of a Chief Customer Officer (CCO)
  • Why Customer Experience Is More Than Just a Department

• Part 1: The Customer-Centric Mindset

  • Chapter 1: Beyond Lip Service: Moving to Action
    • The Pitfalls of Customer Experience “Lip Service”
    • How to Shift From Talking About Customers to Truly Serving Them
  • Chapter 2: The Case for a Chief Customer Officer
    • The Rise of the CCO Role in Modern Organizations
    • Key Responsibilities and Skills of a Chief Customer Officer
  • Chapter 3: Building a Customer-Centric Culture
    • Developing Shared Values Around Customer Service
    • Organizational Alignment Around Customer Goals

• Part 2: Creating a Strategy for Customer Experience

  • Chapter 4: Understanding Your Customers Deeply
    • Listening to the Voice of the Customer (VOC)
    • Conducting Customer Research and Gathering Insights
  • Chapter 5: Crafting a Customer Experience Vision
    • Defining What Great Customer Experience Looks Like
    • Aligning the Vision With Business Strategy
  • Chapter 6: Building a Cross-Functional Customer Experience Strategy
    • Breaking Down Silos to Drive Collaboration
    • Involving Every Department in Customer Experience Efforts

• Part 3: Operationalizing Customer Experience

  • Chapter 7: Transforming Customer Service Operations
    • Overhauling Customer Service for Efficiency and Excellence
    • The Role of Technology and Automation in Customer Service
  • Chapter 8: Metrics and KPIs for Customer Experience
    • Defining Success: Key Metrics for Measuring Customer Satisfaction
    • Building Dashboards and Reporting Systems to Track Progress
  • Chapter 9: Training and Empowering Employees
    • How to Train Frontline Employees for Exceptional Service
    • Empowering Employees to Make Customer-Centric Decisions

• Part 4: Leading the Change

  • Chapter 10: Overcoming Organizational Resistance
    • How to Address Challenges and Resistance to Customer-Centric Initiatives
    • Building Support From Leadership and Key Stakeholders
  • Chapter 11: Sustaining Momentum: Turning Customer Service Into a Continuous Improvement Process
    • Moving from One-Time Projects to Ongoing Customer-Centric Practices
    • Creating Feedback Loops for Continuous Service Improvement

• Part 5: Case Studies and Success Stories

  • Chapter 12: Learning From the Best: Case Studies of Successful Customer-Centric Transformations
    • Real-World Examples of Organizations That Have Successfully Embedded Customer-Centric Practices
    • Lessons Learned and Key Takeaways for CCOs

• Conclusion

  • The Future of Customer-Centric Leadership
  • Final Thoughts on Becoming a Passionate Advocate for Customers

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Tags:

Simon Parsons,Bruce Jefferson,Potable