This textbook is designed for the novice learner who is seeking to develop a foundational understanding of the complete subjective health assessment in the context of health and illness. The textbook deconstructs the categories of the complete subjective health assessment, providing learners with explanations and examples of what constitutes relevant subjective data. This textbook provides an opportunity to learn how to respond to normal, abnormal, and critical findings when completing a complete subjective health assessment.

Customer centricity is about organizational transformation making the customer the focus for business decisions, processes, product development, services, and procedures. Some companies purport to be customer centric but they fall short in connecting this concept throughout all functional areas of the business. While it is important to offer superb customer service, being customer centric is far more than that. It's about mapping the customer journey to discover customer needs and wants, what's working and what is not, then taking action to improve the customer experience. Customer loyalty is built through providing exceptional customer experiences. This in turn increases revenues through positive company image, referrals, and increased customer lifetime value. Most organizations today realize that they must focus on the customer to remain competitive.

Table of Contents
Chapter 1: Defining Customer Centricity
Chapter 2: Being a Customer Service Representative (CSR)
Chapter 3: Managing a Customer Service Team
Chapter 4: Using Contact Center Technology to improve CX
Chapter 5: Working in a Customer Contact Center
Chapter 6: Managing a Customer Contact Center
Chapter 7: Designing Products, Services, and Processes with Customers in Mind
Chapter 8: Leading a Customer Centric Strategy

Welcome to Information Systems for Business and Beyond. In this book, you will be introduced to the concept of information systems, their use in business, and the larger impact they are having on our world.

Innovation today considers the economic, environmental, and/or social sustainability of an innovative initiative from its inception or idea generation through to its commercialization or implementation. This concept applies to many types of innovation such as products, processes, services, technologies, and business models. Companies use innovation as a means to gain a competitive advantage and bring value to business stakeholders. This book introduces business innovation, from incremental innovation such as enhancing the performance of an existing product, service, or process, to radical or disruptive innovation such as one that has a significant impact on a market. The content examines how leaders foster a culture of innovation, how companies turn creativity into innovation, and how innovation transforms not only organizations but economies as well.

Table of Contents
Chapter 1: Business Innovation Foundation
Chapter 2: Thinking Creatively
Chapter 3: Service Innovation
Chapter 4: Process Innovation
Chapter 5: Sustainable Innovation
Chapter 6: Growth Strategy
Chapter 7: Design Thinking
Chapter 8: Product Innovation
Chapter 9: Innovation Risks
Chapter 10: Leading Innovation