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Iedereen vindt het belangrijk om klantgericht te zijn. Maar wat houdt klantgerichtheid precies in? Wat vraagt het van medewerkers? En is klantgerichtheid hetzelfde als klantvriendelijkheid? Tim, de eigenaar van een dierenspeciaalzaak, gaat in deze managementroman samen met zijn medewerkers op zoek naar het antwoord op de vraag waar klanten nu écht gelukkig van worden. Hij ontdekt dat klanten eigenlijk maar één ding willen: goed geholpen worden. Dat klinkt eenvoudiger dan het is, want klanten goed helpen blijkt veel te omvatten. Maar wie het onder de knie krijgt, wordt daarvoor rijkelijk beloond met trouwe klanten, die door mond-tot-mondreclame ook nog eens zorgen voor nieuwe klanten. Hondenbrokken is een aanstekelijk verhaal voor iedereen die zijn klantgerichtheid − intern of extern − wil verbeteren. Het boek biedt op een speelse manier verhelderende inzichten en handige tips voor de dagelijkse praktijk in zowel profit- als non-profitorganisaties.

Klantgerichtheid. --- Klantvriendelijkheid. --- Marketing. --- relatiemarketing --- klantentevredenheid --- Consumer behavior --- consumentengedrag --- marketing --- marketingcommunicatie --- managementvaardigheden --- klantenmanagement --- klantgerichtheid --- PXL-Business 2018 --- Klantgericht ondernemen --- Klantentevredenheid --- Klantenbinding --- Consumentenbeleid --- Psychologie van de consument --- Consumentenpsychologie --- literatuur --- management --- maniġment --- poslovodenje --- valdymas --- pārvaldība --- Management --- gestione --- johtaminen --- gestión --- ledning --- управување --- zarządzanie --- gestão --- beheer --- пословодство --- διαχείριση --- manažment --- menaxhim --- menedzsment --- управление --- bainistíocht --- gestion --- menadžment --- juhtimine --- ledelse --- lyderystė --- ledarskap --- förvaltningssätt --- politica di gestione --- ledelsesform --- Betriebs- und Geschäftsleitung --- știința conducerii --- vezető szerep --- vállalat vezetése --- styring --- водеща роля --- Führung --- vedení --- johtajuus --- forma de gestão --- раководење --- mode de gestion --- amministrazione d'impresa --- upravljanje --- liderança --- vodstvo --- leadership --- poslovodstvo --- vadyba --- tmexxija --- capacités d’encadrement --- lederskab --- vadovavimas --- strategia di gestione --- vadovybė --- ηγεσία --- līderība --- capacități de conducere --- üzletvezetés --- řídicí aparát --- przywództwo --- менаџмент --- piano di gestione --- Managementmethode --- vodenje --- direzione operativa --- wijze van beheer --- vezetés --- liderazgo --- μάνατζμεντ --- líderstvo --- leiderschap --- litríocht --- književnost --- literatura --- literature --- szépirodalom --- kirjallisuus --- letteratura --- letërsi --- λογοτεχνία --- littérature --- Literatur --- књижевност --- literatúra --- kirjandus --- литература --- literatūra --- litteratur --- literatură --- proza --- runo --- roman --- romaan --- poema --- krásná literatura --- ordsprog --- lirika --- romaani --- drámaírás --- költészet --- poemë --- drama --- slovesnost --- novel --- poezija --- prózaírás --- písemnictví --- poezie --- literární dílo --- novelë --- поезија --- luuletus --- beletrie --- romanas --- proverbio --- роман --- báseň --- dramaturģija --- román --- eilėraštis --- драма --- novela --- poem --- próza --- clientèle --- ügyfél --- Kundschaft --- klantenkring --- πελατεία --- clienți --- stranke --- kunder --- kupac --- клиенти --- klientë --- asiakkaat --- клиентела --- klientela --- custaiméirí --- kliendid --- zákazníci --- klienti --- pirkėjai --- clientela --- klijenti --- kundekreds --- клијентела --- customers --- asiakassuhteiden hoito --- vzťahy so zákazníkmi --- odnosi s strankami --- gestión de la clientela --- soddisfazione della clientela --- gestione dei rapporti con la clientela --- sodisfazzjoni tal-klijenti --- rapporti con la clientela --- ryšiai su klientais --- asiakassuhteet --- satisfacción del cliente --- klientūra --- kundkrets --- kliendihaldus --- zadowolenie klientów --- διαχείριση της πελατείας --- správa zákazníků --- Kundenbeziehungen --- kundetilfredshed --- kundestyring --- administración de clientes --- gestão de clientes --- удовлетворение на клиентите --- Kundenzufriedenheit --- cliënteel --- купци --- kliendisuhete juhtimine --- управление на клиентите --- gestionarea clienților --- relación con el cliente --- ġestjoni tar-relazzjonijiet mal-klijenti --- klientelë --- задовољство купаца --- relacje z klientami --- përmbushje e nevojave të klientëve --- klientų pasitenkinimas --- riadenie vzťahov so zákazníkmi --- administrim i marrëdhënieve me klientët --- asiakassuhteiden hoitaminen --- странки --- satisfaction de la clientèle --- ικανοποίηση της πελατείας --- kliendirahulolu --- gestion de la clientèle --- kundrelationer --- ügyfélkapcsolat-menedzsment --- carteira de clientes --- clientele --- relation avec la clientèle --- spokojenost zákazníků --- CRM --- односи са купцима --- customer management --- kliendisuhted --- διαχείριση των σχέσεων με την πελατεία --- ügyfélszolgálat --- upravljanje odnosov s strankami --- kundtillfredsställelse --- klientai --- klienci --- administrim i klientëve --- relatie met de klant --- σχέση με την πελατεία --- klantenbeheer --- customer relationship management --- ryšių su klientais vadyba --- asiakastyytyväisyys --- satisfação do cliente --- kundeforhold --- relação com o cliente --- mušterija --- gestión de las relaciones con los clientes --- gestion de la relation client --- ġestjoni tal-klijenti --- tarbijaskond --- купувачи --- satisfacerea clienților --- gestão da relação com o cliente --- asiakashallinto --- kundhantering --- klijentela --- gestionarea relației cu clienții --- administración de las relaciones con los clientes --- GRC --- vevőközönség --- gestión de clientes --- upravljanje s strankami --- vevőkör --- asiakaskunta --- отношения с клиентите --- relazzjonijiet mal-klijenti --- Kundenverwaltung --- attiecības ar klientiem --- klientu apkalpošana --- řízení vztahů se zákazníky --- clients --- relație cu clienții --- customer relations --- Kundenmanagement --- spokojnosť zákazníkov --- ügyfélkapcsolat --- marrëdhënie me klientët --- klientu apmierinātība --- zadovoljstvo strank --- AMK --- Management der Kundenbeziehungen --- clientelă --- riadenie zákazníkov --- ügyfélkör --- uspokojenie zákazníkov --- attiecību ar klientiem vadība --- customer satisfaction --- styring af kundeforhold --- vztahy se zákazníky --- klientuur --- zarządzanie relacjami z klientami --- gestione della clientela --- управление на отношенията с клиентите --- zarządzanie klientami

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Een boek op maat van de publieke sector met een vernieuwende aanpak voor procesoptimalisatie: •Focus op de klanten en zijn behoeften •Nadruk op de voordelen van een optimalisatieproject •Belang van objectieve metingen, diagrammen en observaties.

#SBIB:35H302 --- Réforme de l'administration Bestuurshervorming --- Changement Verandering --- 65.012.12 --- Performance Prestatie --- management --- Organisatieleer: processen --- Investigations. Observations. Analyses --- Procesoptimalisatie --- Organisatiekunde --- publieke sector --- publieke sector. --- 65.012.12 Investigations. Observations. Analyses --- Publieke sector. --- BPB9999 --- BPB1807 --- Réforme administrative --- Administration publique --- Gestion --- Administratieve hervorming --- Overheidsadministratie --- Beheer --- Municipal government --- Belgium --- Flanders (Belgium) --- Management --- Public administration --- PXL-Central Office 2015 --- bedrijfsmanagement --- strategisch management --- maniġment --- poslovodenje --- valdymas --- pārvaldība --- gestione --- johtaminen --- gestión --- ledning --- управување --- zarządzanie --- gestão --- beheer --- пословодство --- διαχείριση --- manažment --- menaxhim --- menedzsment --- управление --- menadžment --- juhtimine --- ledelse --- förvaltningssätt --- politica di gestione --- ledelsesform --- Betriebs- und Geschäftsleitung --- știința conducerii --- vállalat vezetése --- styring --- vedení --- forma de gestão --- раководење --- mode de gestion --- amministrazione d'impresa --- upravljanje --- poslovodstvo --- vadyba --- vadovavimas --- strategia di gestione --- vadovybė --- üzletvezetés --- řídicí aparát --- менаџмент --- piano di gestione --- Managementmethode --- direzione operativa --- wijze van beheer --- vezetés --- μάνατζμεντ --- јавна администрација --- viešasis valdymas --- amministrazzjoni pubblika --- offentlig forvaltning --- pubblica amministrazione --- administración pública --- јавна управа --- overheidsadministratie --- public administration --- valsts pārvalde --- veřejná správa --- offentlig förvaltning --- administratë publike --- administrație publică --- javna uprava --- administracja publiczna --- държавна администрация --- öffentliche Verwaltung --- közigazgatás --- administração pública --- štátna správa --- δημόσια διοίκηση --- avalik haldus --- julkinen hallinto --- државна администрација --- valstybės valdymas --- hatóság --- P.A. --- státní správa --- viešasis administravimas --- general government --- Behörde --- riigihaldus --- органи на јавната администрација --- kormányhivatalok --- orgány státní správy --- државна управа --- qeveri e përgjithshme --- riiklikud haldusorganid --- administratieve hervorming --- Verwaltungsreform --- haldusreform --- pārvaldes reforma --- riforma amministrattiva --- hallinnonuudistus --- upravna reforma --- administrative reform --- reforma administracyjna --- förvaltningsreform --- riforma amministrativa --- управна реформа --- reformă administrativă --- administrativ reform --- administracinė reforma --- správní reforma --- administratívna reforma --- reformë administrative --- административна реформа --- közigazgatási reform --- reforma administrativa --- διοικητική μεταρρύθμιση --- reforma státní správy --- staatshervorming --- statsreform --- správní přestavba --- реформа на државниот апарат --- riforma dello Stato --- lyderystė --- ledarskap --- vezető szerep --- водеща роля --- Führung --- johtajuus --- liderança --- vodstvo --- leadership --- tmexxija --- capacités d’encadrement --- lederskab --- ηγεσία --- līderība --- capacități de conducere --- przywództwo --- vodenje --- liderazgo --- líderstvo --- leiderschap --- athchóiriú riaracháin --- riarachán poiblí --- bainistíocht --- Réforme administrative

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Competentiemanagement is definitief doorgebroken en talentmanagement is 'hot'. Niet alleen privébedrijven, maar ook overheidsorganisaties, zorginstellingen en het onderwijs sturen op competenties en trachten talenten optimaal te benutten. In zijn werk - een vervolg op 'Iedereen competent' - biedt de auteur een model aan dat talent- en competentiemanagement integreert. De integratie van een top-down en een bottum-up benadering resulteert in een derde dimensie. Het beeld van een 3D-bril is een handige metafoor. Het werk biedt een handleiding om competentieprofielen op te stellen, competenties te meten en talenten te ontdekken. Het geeft ook een realistische kijk op de ontwikkelbaarheid van gedrag. Inzichten worden aangevuld door resultaten van wetenschappelijk onderzoek en door de recentste ontwikkelingen. De auteur reikt ook een aantal ondersteunende instrumenten aan en illustreert het boek met meerdere praktijkcases en voorbeelden

executives --- management --- Personnel management --- Labour market --- Sociology of organization --- talentmanagement --- competentiemanagement --- Qualification professionnelle --- BPB1810 --- Administration du personnel --- Carrière professionnelle --- Relation du travail --- #SBIB:316.334.2A553 --- #SBIB:35H2102 --- 097 Personeelsbeleid --- Assessment Assessment --- Feedback Feedback --- Gestion des compétences Competentiemanagement --- Leadership Leadership --- Personnel dans l'administration Personeel (overheidsdiensten) --- #KVHB:Arbeids- en organisatiepsychologie --- #KVHB:Competentiemanagement --- 367.2 --- assessment --- HRM --- 366.4 --- competentie-assessment --- talenten --- competenties --- human resources management --- personeelsbeleid --- Competentiemanagement --- #KVHA:Economie --- #KVHA:Management --- #KVHA:Competentiemanagement --- #KVHA:talentmanagement --- 331.3 --- 331.33 --- Beroepskwalificatie --- Personeelsbeheer --- Beroepsloopbaan --- Arbeidsbetrekking --- Personeelsbeleid en loonbeleid, functieclassificaties --- Personeelsmanagement bij de overheid: specifieke aspecten --- personeelsbeleid, HRM --- Management --- Personeelsbeleid --- Personeelsbeleid. Human resources management. Strategisch HRM --- Beoordeling --- departement Algemeen 10 --- Personeelsmanagement --- Talenten --- Talentontwikkeling --- HRM + Welzijn op het werk : HRM --- darba attiecības --- relación laboral --- работни односи --- relazzjonijiet industrijali --- радни односи --- töösuhted --- relações do trabalho --- arbetsmarknadsrelationer --- трудови отношения --- relazioni industriali --- labour relations --- relații de muncă --- darbo santykiai --- Beziehungen zwischen den Sozialpartnern --- pracovní vztahy --- arbejdsmarkedsrelationer --- stosunki pracy --- marrëdhëniet e punës --- pracovné vzťahy --- εργασιακές σχέσεις --- radni odnosi --- arbeidsbetrekking --- munkaügyi kapcsolatok --- työmarkkinasuhteet --- odnosi med socialnimi partnerji --- marrëdhënie pune --- ammatilliset suhteet --- relații de serviciu --- marrëdhënie profesionale --- profesionālās attiecības --- vzťahy v zamestnaní --- profesiniai santykiai --- Beziehungen zwischen Arbeitgeber und Arbeitnehmer --- relații profesionale --- професионални односи --- relazioni professionali --- kolektyvinė sutartis --- kollektív munkaügyi kapcsolatok --- ametisuhted --- relation professionnelle --- relações profissionais --- työelämän suhteet --- profesionalni odnosi --- односите меѓу социјалните партнери --- vztahy v zaměstnání --- darbiniai santykiai --- ametialased suhted --- employment relations --- profesijné vzťahy --- tööturusuhted --- darba attiecības rūpniecībā --- a szociális partnerek közötti kapcsolatok --- marrëdhënie industriale --- industrial relations --- užimtumo santykiai --- relación profesional --- beroepsbetrekking --- επαγγελματική σχέση --- professional relations --- occupational relations --- faglige relationer --- profesionālā karjera --- karrierë profesionale --- професионална кариера --- pracovní dráha --- kariera zawodowa --- profesionalna karijera --- karriera professjonali --- yrkeskarriär --- carrera profesional --- beruflicher Werdegang --- profesijná kariéra --- professional career --- karriereforløb --- szakmai karrier --- urakehitys --- carieră profesională --- carriera professionale --- ametialane karjäär --- profesinė karjera --- carreira profissional --- професионална каријера --- poklicna pot --- επαγγελματική σταδιοδρομία --- beroepsloopbaan --- postup v zaměstnání --- kariéra --- деловна кариера --- szakmai pályafutás --- profesní kariéra --- kadrovske zadeve --- zarządzanie personelem --- administrim i personelit --- amministrazzjoni tal-persunal --- henkilöstöhallinto --- personaladministration --- administración del personal --- administração do pessoal --- personāla pārvaldība --- personální oddělení --- personaleadministration --- personnel administration --- кадровски прашања --- personalo valdymas --- управление на персонала --- amministrazione del personale --- управљање кадровима --- Personalverwaltung --- upravljanje kadrovima --- personálna správa --- személyzetgazdálkodás --- managementul personalului --- personalihaldus --- διοίκηση προσωπικού --- personeelsbeheer --- personalijuhtimine --- PaM --- staff administration --- movimentação de pessoal --- menaxhim i burimeve njerëzore --- personální management --- cilvēkresursu pārvaldība --- darbo jėgos vadyba --- διαχείριση των ανθρώπινων πόρων --- Personalbewegung --- osobní oddělení --- henkilöstövoimavarojen hallinta --- kadrovska služba --- movimiento de personal --- gestion des ressources humaines --- személyzetirányítás --- administrarea personalului --- obrátka zamestnancov --- managementul resurselor umane --- personálna administratíva --- beheer van personele middelen --- раководење кадар --- personalista --- riadenie zamestnancov --- humánerőforrás-gazdálkodás --- inimressursside haldamine --- personaleledelse --- staff management --- upravljanje ljudskim resursima --- darbuotojų kaita --- personali liikuvus --- gestion du personnel --- κίνηση προσωπικού --- förvaltning av mänskliga resurser --- henkilöstöresurssien hallinta --- Verwaltung der Humanressourcen --- personeelsadministratie --- management of human resources --- personnel management --- darbuotojų administravimas --- personāla mainīgums --- humánerőforrás-menedzsment --- personální řízení a odměňování pracovníků --- gestão do pessoal --- personalförvaltning --- staff turnover --- administrim personeli --- mouvement de personnel --- personalomsättning --- personálny manažment --- řízení lidských zdrojů --- personální ředitel --- henkilöstön vaihtuvuus --- riadenie ľudských zdrojov --- gestione delle risorse umane --- ndryshim i personelit --- gestão dos recursos humanos --- menaxhim personeli --- personāla administrēšana --- personalo vadyba --- personaleforskydning --- gestión de recursos humanos --- gestione del personale --- Personalführung --- personeelsverloop --- πολιτική προσωπικού --- forvaltning af de menneskelige ressourcer --- gestión del personal --- movimento di personale --- fluctuația personalului --- profesinė kvalifikacija --- poklicna kvalifikacija --- beroepskwalificatie --- profesionālā kvalifikācija --- kwalifiki professjonali --- faglig kvalifikation --- cualificación profesional --- yrkeskvalifikation --- kwalifikacje zawodowe --- qualificazione professionale --- Qualifikation --- ammatillinen pätevyys --- kutsekvalifikatsioon --- odborná kvalifikace --- професионална квалификация --- επαγγελματικά προσόντα --- szakképesítés --- profesijné kvalifikácie --- qualificação profissional --- kualifikime profesionale --- професионални квалификации --- stručna sprema --- стручна спрема --- professional qualifications --- calificare profesională --- szakmai kompetencia --- incompetenza professionale --- odborná způsobilost --- stručno zvanje --- Berufsfähigkeit --- incompétence professionnelle --- calificare necesară angajării --- ammatillinen epäpätevyys --- vereiste kwalificaties --- beroepsonkundigheid --- vaadittu ammatillinen pätevyys --- profesijná neschopnosť --- profesionální úroveň --- faglig kompetence --- qualification requise pour l'emploi --- odborná kompetence --- kualifikime të kërkuara të punës --- competență profesională --- profesionální kvality --- kvalifikace požadovaná pro práci --- αναγκαία προσόντα για εργασία --- tööalane kompetentsus --- ammattitaito --- szakmai alkalmasság --- profesijná zdatnosť --- capacità professionale --- incompetență profesională --- nekompetentnost --- odborné schopnosti --- profesionální schopnosti --- yrkesförmåga --- stručne kvalifikacije --- kutsealane kvalifikatsioon --- qualifica professionale --- berufliche Qualifikation --- profesní kvalifikace --- competência profissional --- profesiniai gebėjimai --- ametialane kvalifikatsioon --- darbam vajadzīgā kvalifikācija --- berufliche Eignung --- profesinis išmanymas --- competencia profesional --- profesinis neišmanymas --- професионалне квалификације --- profesijná schopnosť --- professional ability --- capacité professionnelle --- erhvervsevne --- szakmai inkompetencia --- kompetencë profesionale --- arbeitsplatzspezifische Qualifikation --- manglende erhvervskompetence --- berufliche Befähigung --- επαγγελματική ανικανότητα --- professional incompetence --- erialane kvalifikatsioon --- profesionālās iemaņas --- incapacità professionale --- requisiti per l'assunzione --- stručna osposobljenost --- нострификација на странски дипломи --- capacidad profesional --- compétence professionnelle --- incompetencia profesional --- profesionální zdatnost --- ametialane ebapädevus --- erforderliga kvalifikationer för tjänst --- moskompetencë profesionale --- szakmai alkalmatlanság --- capacidade profissional --- beroepskennis --- required job qualifications --- profesionālā nekompetence --- požadovaná pracovná kvalifikácia --- cualificación para el empleo --- aftësi profesionale --- reikalaujama profesinė kvalifikacija --- professionell kompetens --- odborná zdatnost --- ammattipätevyys --- επαγγελματική ικανότητα --- bristande yrkeskompetens --- abilitate profesională --- меѓусебно признавање на професионални квалификации --- επαγγελματική επιτηδειότητα --- incompetência profissional --- competenza professionale --- beroepsbekwaamheid --- professional competence --- arodprasme --- berufliche Ungeeignetheit --- ametialane pädevus --- kompetentnost --- GRH + bien-être au travail : GRH --- Talent --- cáilíochtaí gairmiúla --- caidreamh oibreachais --- slí bheatha ghairmiúil --- riarachán pearsanra --- relações laborais --- Carrière professionnelle