Service design is the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service
The world’s bestselling Lean expert shows service-based organizations how to go Lean, gain value, and get results—The Toyota Way. A must-read for service professionals of every level, this groundbreak
The Adair legacy concludes with a shocking revelation? Kidnapped and held captive for weeks, Shelby O'Hara is grateful to be rescued by handsome secret service agent Daniel Henderson. But the rebellio
"In Penetration Testing, security researcher and trainer Georgia Weidman provides you with a survey of important skills that any aspiring pentester needs. This beginner-friendly book opens with some b
Don't ask your customers, "How is OUR service doing?"Ask them, "How are YOU doing?"Advance praise for Service Innovation: "To the CEOs of all service companies I deal with: READ THIS BOOK!" -- Dave
The disciplines now known as the humanities emerged in their modern form during the Italian Renaissance as the result of an educational movement begun by humanist teachers, writers, and scholars in th
Written by the founder and executive director of the Quality Assurance Institute, which sponsors the most widely accepted certification program for software testingSoftware testing is a weak spot for
Customer Service Delivery taps into business, marketing, and psychological research and practices to provide a wealth of knowledge about customer service. With contributions from some of the best-know
The newest edition of the AIChE manual to continuous direct-heat rotary dryers Continuous Direct-Heat Rotary Dryers, Third Edition is the latest text in the AIChE Equipment Testing Procedure series.
No topic is more central to innovation and current practice in testing and assessment today than computers and the Internet.This timely publication highlights four main themes that define current issu
A single comprehensive resource for the design, application, testing, and maintenance of rotating machines Filling a long-standing gap in the field, Electrical Insulation for Rotating Machines cov
Written by one of Microsoft's key testing trainers, this hands-on tutorial and reference explains why, when, what, and how to testTeaches new and experienced testers how to analyze and properly test W
The Brave New Service Strategy, delves into the evolution of service delivery and identifies three ways to forge links with customers: the relationship - where the customer personally knows the servic
Written by one of the major world figures on the educational left, Schooling as a Ritual Performance is a pioneering study of the partnership between capitalism and religion and the educational offspr
Service America was Dow-Jones Irwin^s best selling book in history. As the definitive book on customer service--and the first major title in the field--it helped to define the category, spurring on do
The 14 papers presented at the August 1999 workshop are grouped under the headings of architecture and applications, diagnosis and yield, memory testing topics, and new ideas in technology and design.
Lone Survivor meets Marley & Me in this inspiring buddy memoir of an extraordinary service dog whose enduring love brought a wounded soldier back to life.A decade ago, Special Forces warrior Jason
Your competitive edge in today's business environment is all about the power of loyalty. So if you want to succeed, it's time to think outside the box of traditional customer service. The Simple Truth
Given the huge number of applications of polymeric materials in everyday life, especially applications where a failure in service may lead to economic loss, injury or death, the ability to determine t
Former Secret Service officer Gary Byrne exposes the truth behind Hillary, Bill, and their public facade.Posted directly outside President Clinton's Oval Office, Former Secret Service uniformed office
Some manga offer you stories about zombies...others, robots...others, otaku--but onlyThe Kurosagi Corpse Delivery Service would offer you a story about a zombie robot otaku! And that's just thefirst o
Volume 13 relaunches the book series after a 9-year hiatus and addresses new directions in the field of educational ethnography. The authors in the book share methodological similarities, but their ap
The Kurosagi Corpse Delivery Service is back...only to find they've got competition from an evil rival version of themselves, not to mention an...American cartoon version of themselves? But don't fear
This authoritative handbook examines the community, district, and teacher leadership roles that affect urban schools. It will serve as a foundation for pedagogical and educational leadership practices
本書特色近年來對於外語能力的檢驗，除了大家所熟知的多益考試外，其實還有另一項檢測叫做BULATS (Business Language Testing Service)，也就是劍橋博思國際職場英檢。這是專門為檢測職場英語能力所特別設計的考試，其成績永久有效，並可與CEFR（歐洲語言學習、教學、評量共同參考架構）直接參照，通行國際，在台灣地區已獲行政院所屬部會、民營企業、學校等百餘所單位廣泛採用。
From New York Times best-selling author and award-winning reporter Ronald Kessler, The First Family Detail tells eye-opening, behind-the-scenes stories from Secret Service agents about presidents and
From New York Times best-selling author and award-winning reporter Ronald Kessler, The First Family Detail tells eye-opening, behind-the-scenes stories from Secret Service agents about presidents and
CareerPro Global's senior writing team develops hundreds of interview and job-winning Senior Executive Service (SES) applications each year, and The Roadmap to the Senior Executive Service has been wr
Now in its Sixth Edition, EDUCATIONAL ADMINISTRATION: CONCEPTS AND PRACTICES is the best-selling and most comprehensive book of its kind. The authors discuss all topics necessary for a complete under
MANAGING QUALITY SERVICE IN HOSPITALITY: HOW ORGANIZATIONS ACHIEVE EXCELLENCE IN THE GUEST EXPERIENCE, 1st edition teaches the concept of treating customers as guests and creating a "WOW" experience f
The newly revised 4th edition of AUTOMOTIVE SERVICE: INSPECTION, MAINTENANCE, REPAIR contains all the knowledge and skills necessary for readers to be successful in a number of automotive careers. Th
The CHILTON 2010 ASIAN VOLUME 5 SERVICE MANUAL now includes even better graphics and expanded procedures! Chilton's editors have put together the most current automotive repair information available
Since its founding in 1951, the Epidemic Intelligence Service has waged war on every imaginable ailment. With suitcases kept packed, vaccinations at the ready, the EIS’s little-recognized medical prof
The Chilton 2010 General Motors Service Manuals now include even better graphics and expanded procedures! Chilton's editors have put together the most current automotive repair information available
Bring up the subject of customer service phone calls and the blood pressure of everyone within earshot rises exponentially. Otherwise calm, rational, and intelligent people go into extended rants abo
The psychology behind truly exceptional customer service. "Good customer service might seem like a matter of attitude, but with a little knowledge of basic behavioral psychology, any service rep or t
