Senin, 21 Maret 2011

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Be Our Guest: Perfecting the Art of Customer Service (Disney Institute Book, A), by The Disney Institute, Theodore Kinni

Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the tenth anniversary of the original Be Our Guest, Disney Institute, which specializes in helping professionals see new possibilities through concepts not found in the typical workplace, is revealing even more of the business behind the magic of quality service. During the last twenty-five years, thousands of professionals from more than thirty-five countries and more than forty industries have attended business programs at Disney Institute and learned how to adapt the Disney approach for their own organizations. Be Our Guest highlights the successes many of these companies have achieved, plus the key processes and best practices that have made Disney a trusted and revered brand around the world for more than eighty-five years.

  • Sales Rank: #6905 in Books
  • Brand: Disney Institute (COR)/ Kinni, Theodore/ Staggs, Tom (FRW)
  • Published on: 2011-11-08
  • Released on: 2011-11-08
  • Original language: English
  • Number of items: 1
  • Dimensions: 9.50" h x .75" w x 6.50" l, 1.00 pounds
  • Binding: Hardcover
  • 224 pages

About the Author
Ted Kinni has authored thirteen business books. He has ghostwritten seven books for Booz & Company, Prime Resource Group, The Walt Disney Company, LIF Group, and IMPAQ, Inc. He is also an active business journalist, whose articles and book reviews have appeared in a wide variety of periodicals, including cover stories in Harvard Management Update, Across the Board, Training, Selling Power, Quality Digest, and Corporate University Review.

Most helpful customer reviews

68 of 69 people found the following review helpful.
A Former Cast Member's Response
By Paul T. Smith
As a former cast member of Walt Disney World, and one who has read widely on Walt Disney and his creative genius, I approached this book with high expectations. Would Theodore Kinni be able to capture the essence of the practical magic of WDW? He does! Cast members often speak of "pixie dust" falling upon them--either you have it or you don't. Those who do are happily driven by the principles referred to in this book. I spent countless hours in heat, humidity, and occasional raging thunder storms to help bring happiness to our guests. It was great fun to sneak up behind a harried father who was attempting to get his weary children to smile for the camera. A few quick mugs from me almost always brought the grins Dad was looking for. Offering helpful directions. Keeping a straight face when asked "interesing" guestions: "Is that real water?" "No, Ma'am, that's Disney water!"

A highlight of my life was walking through the Imagineering building in Burbank and witnessing first-hand the creative genius of the Disney organization. I learned to appreciate my own creativity --not to be afraid to dream and then to do!

So what of the Disney philosophy can be applied to other businesses? Easy. Whatever you do must be of the highest quality--and always with the customers' needs in mind. You "plus" it--giving more than is expected. Every contact made with your customer must be memorable. That person will walk away feeling as if he or she has just made a new friend--a friend who has made you feel valued and important. So, are you up to the challenge? If you are, your business and its culture will never be the same.

55 of 56 people found the following review helpful.
Outstanding Book About Disney, By Disney
By Matthew Dodd
I highly recommend this easy-reading book for three reasons. First, it helped me understand and appreciate how Disney continues to deliver the highest quality products and services year-in and year-out. Secondly, it clearly described many proven ways and concepts to improve my organization's customer service. Lastly, this book gave me a lot of practical lessons that can and should be adapted to fit into most management or leadership situations.

I read a couple of outstanding books by Disney-outsiders ("Built to Last" by Jim Collins and Jerry Porras, and "The Disney Way" by Bill Capodagli and Lynn Jackson) about how and why they were so impressed with Disney. I wanted to read a book about a Disney-insider's perspectives on what Disney does to impress everyone and exceed all expectations. This book showed me the "what" of Disney's practical magic of customer service: a full-time business of shared values, enforced standards, focused work, self-discipline, and attention to detail that is virtually transparent to all Disney guests. I got all that I wanted and more from this outstanding book.

After I finished reading this book, I read through my highlights and realized that the following paragraph from the introduction perfectly previewed the book:

"In this book, we take you behind the scenes to discover Disney best practices and philosophies in action. We provide you with an insider's glimpse of quality service principles in action both at Walt Disney World, as told from the perspectives of cast members [Disney-speak for "employees"], and in other organizations, as told by executives who have participated in Disney Institute programs. Walt Disney's fundamentals for success still ring true. You build the best product you can. You give people effective training to support the delivery of exceptional service. You learn from your experiences. And you celebrate success. You never stop growing. You never stop believing."

Sharing the secrets behind Disney's `practical magic' in this book is yet another example of Disney's commitment to exceptional guest [Disney-speak for "customer"] service. Read this book and enjoy being Disney's guest.

43 of 43 people found the following review helpful.
Changing the environment of care
By Yellow Bird
I am a health care administrator and I liked the book so much I bought copies for all of my department managers. Within a week after giving the books, I started seeing the patient environment change for the better. A really good investment. Causes a person to think differently about how to create a desirable environment for care.

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Rabu, 16 Maret 2011

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Oneida: From Free Love Utopia to the Well-Set Table, by Ellen Wayland-Smith

A fascinating and unusual chapter in American history about a religious community that held radical notions of equality, sex, and religion―only to transform itself, at the beginning of the twentieth century, into a successful silverware company and a model of buttoned-down corporate propriety.

In the early nineteenth century, many Americans were looking for an alternative to the Puritanism that had been the foundation of the new country. Amid the fervor of the religious revival known as the Second Great Awakening, John Humphrey Noyes, a spirited but socially awkward young man, attracted a group of devoted followers with his fiery sermons about creating Jesus’ millennial kingdom here on Earth. Noyes established a revolutionary community in rural New York centered around achieving a life free of sin through God’s grace, while also espousing equality of the sexes and “complex marriage,” a system of free love where sexual relations with multiple partners was encouraged. Noyes’s belief in the perfectibility of human nature eventually inspired him to institute a program of eugenics, known as stirpiculture, that resulted in a new generation of Oneidans who, when the Community disbanded in 1880, sought to exorcise the ghost of their fathers’ disreputable sexual theories. Converted into a joint-stock company, Oneida Community, Limited, would go on to become one of the nation’s leading manufacturers of silverware, and their brand a coveted mark of middle-class respectability in pre- and post-WWII America.

Told by a descendant of one of the Community’s original families, Ellen Wayland-Smith's Oneida is a captivating story that straddles two centuries to reveal how a radical, free-love sect, turning its back on its own ideals, transformed into a purveyor of the white-picket-fence American dream.

  • Sales Rank: #151520 in Books
  • Published on: 2016-05-03
  • Released on: 2016-05-03
  • Original language: English
  • Number of items: 1
  • Dimensions: 9.64" h x 1.07" w x 6.42" l, .0 pounds
  • Binding: Hardcover
  • 320 pages

Review

"A lively and often entertaining account.... In Wayland-Smith’s extended chronicle, we see utopia as it sails through the world, assaulted on all sides by the forces of assimilation and greed."―The New Yorker

"Wayland-Smith is a gifted writer. Her lively account of how Oneida eventually succumbed to 'the gods of Science and Doubt' is a welcome change from most 'as told by' family histories."―The New York Times Book Review

“Remarkable… a detailed, riveting account.”―The Guardian

"Lively...[Wayland-Smith's] nuanced and empathetic book vividly captures the spirit of a brief historical moment."―Boston Globe

"[A] fascinating, beautifully-told history."―The New Republic

“An incredible story.”―WBUR’s ‘Here and Now’

“An intimate, quirky family portrait.”―The Nation

"A gimlet-eyed book about Wayland-Smith's family history."―Gawker

"Drawing from letters, diaries, newsletters, and family stories, the author, an original-family descendant, adds inside information to this retelling of a radical movement’s transformation in the shifting current of American ideals. The narrative is engaging and detailed. This is a must-read for those interested in American social history, and should have broad appeal."―Booklist (starred review)

“[An] impressively thorough and engaging work…. This book is a fascinating look into the strange history of Oneida silverware and how its origins reflect an exhilarating period of American history.”―Publishers Weekly (starred review)

“This compelling narrative seamlessly threads the unlikely alliance between a ‘free love utopia’ and a household brand name. Fans of Joseph Ellis and David McCullough will appreciate this engrossing entry.”―Library Journal (starred review)

“The spotlight Wayland-Smith shines on this remarkable community's beginnings and ending offers a riveting glimpse into the quintessentially American early-19th-century struggle with the rights of the individual and separation of church and state. A smartly contextualized tale of ‘the tension between radical social critique and unapologetic accommodation….between communal harmony and individual striving.’”―Kirkus Reviews

About the Author
Ellen Wayland-Smith teaches in the Writing Program at the University of Southern California, and received her PhD. in Comparative Literature from Princeton University. A descendent of John Humphrey Noyes, the founder of the Oneida community, she lives in Los Angeles with her family. Oneida is her first book.

Most helpful customer reviews

2 of 2 people found the following review helpful.
A FASCINATING READ
By Sara Chaplin
A must read for anyone interested in the evolution of religious movements in the United States.
Well-written and a riveting read.

0 of 0 people found the following review helpful.
An interesting book with scholarly insights.
By Susan P. Champion
This is an interesting book about a very interesting group of people. It is not written as a novel, however, which causes the story line to lag a bit for the average reader. The author has approached this story of her family and Oneida from a scholarly viewpoint and has a scholar's insights as to the social and historical implications of the Oneida Community. I found it very interesting.

2 of 2 people found the following review helpful.
Five Stars
By Carolyn H.
I have many Oneida books - this one added a lot of new info!

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Minggu, 13 Maret 2011

[A533.Ebook] Download Ebook Electronics: A First Course, 3rd ed, by Owen Bishop

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Owen Bishop’s First Course starts with the basics of electricity and component types, introducing students to practical work almost straight away. No prior knowledge of electronics is required.

The approach is student-centred with self-test features to check understanding, including numerous activities suitable for practicals, homework and other assignments. Multiple choice questions are incorporated throughout the text in order to aid student learning. Key facts, formulae and definitions are highlighted to aid revision, and theory is backed up by numerous examples within the book. Each chapter ends with a set of problems that includes exam-style questions, for which numerical answers are provided at the end of the book.

This text is ideal for a wide range of introductory courses in electronics, technology, physics and engineering. The coverage has been carefully matched to the latest UK syllabuses including GCSE Electronics, GCSE Design & Technology, Engineering GCSE and Edexcel’s BTEC First in Engineering, resulting in a text that meets the needs of students on all Level 2 electronics units and courses.

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  • Sales Rank: #2495191 in Books
  • Published on: 2011-02-14
  • Original language: English
  • Number of items: 1
  • Dimensions: 10.70" h x .60" w x 8.50" l, 1.50 pounds
  • Binding: Paperback
  • 256 pages

About the Author
Author of over 70 books, mostly electronic and many in the field of science education. Contributor to numerous electronic magazines such as Everyday Practical Electronics, Elektor Electronics, Electronics Australia and Electronics Today International. Former Science Education Advisor in developing countries as staff member of the British Council and as a part of the UN Educational and Scientific Organisation.

Most helpful customer reviews

1 of 1 people found the following review helpful.
This book provides excellent, clear explanations with a great mix of theory
By Kimberly Craft
This book provides excellent, clear explanations with a great mix of theory, math problems and lab applications. The chapters, or topics, are also relatively short and manageable, focusing on one area at a time. This is a wonderful book for a beginner who would still like a thorough and detailed course. Many of the experiments can be done with simple and inexpensive household items, and there are plenty of self tests and quizzes along the way to practice. The book also contains numerous photographs and illustrations, as well as free, supplemental materials and resources available through the publisher's website. American readers should note that this book is written for students in Great Britain, so AC household currents and a few vocabulary terms differ, but not so much that American students would be confused. Although American myself, this is still one of my favorite books on the subject and, in my opinion, one of the best written.

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Jumat, 11 Maret 2011

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Tensor Geometry: The Geometric Viewpoint and its Uses (Graduate Texts in Mathematics), by Christopher T. J. Dodson, Timothy Poston

This treatment of differential geometry and the mathematics required for general relativity makes the subject accessible, for the first time, to anyone familiar with elementary calculus in one variable and with some knowledge of vector algebra. The emphasis throughout is on the geometry of the mathematics, which is greatly enhanced by the many illustrations presenting figures of three and more dimensions as closely as the book form will allow.

  • Sales Rank: #6025477 in Books
  • Published on: 2013-10-04
  • Released on: 2013-10-04
  • Original language: English
  • Number of items: 1
  • Dimensions: 9.25" h x 1.02" w x 6.10" l, 1.38 pounds
  • Binding: Paperback
  • 434 pages

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24 of 24 people found the following review helpful.
Excellent Introduction to Semi-Riemannian Geometry
By A Reader
The authors of this excellent text include a memorable passage in the Introduction that perfectly captures the purpose and primary strength of the book:

"The title of this book is misleading. Any possible title would mislead somebody. 'Tensor Analysis' suggests to a mathematician an ungeometric, manipulative debauch of indices, with tensors ill-defined as 'quantities that transform according to' unspeakable formulae. 'Differential Geometry' would leave many a physicist unaware that the book is about matters with which he is very much concerned. We hope that 'Tensor Geometry' will at least lure both groups to look more closely."

Dodson and Poston's text is a welcome entry in that all-too-small class of books that attempt to bridge the conceptual gulf that separates mathematicians from physicists when they write about differential geometry and general relativity. Modern mathematical treatments of both Riemannian and Lorentzian geometry are typically written primarily in concise and conceptually rich coordinate-free notation; physicists, in sharp contrast, tend to write almost exclusively in a notation that stresses the use of local coordinate systems and index manipulation. A person who is educated in one of these traditions must apply himself with diligence to become proficient in the other; however, this "bilingual" proficiency is surely necessary for the serious students of general relativity, who must study literature written in both styles.

Dodson and Poston's book provides an accessible introduction to the mathematics of general relativity, and it should be particularly useful to both mathematicians and physicists as they develop their abilities to read and write in both coordinate-free and index-based notations. The book is written at a level that should make it accessible to anyone who has studied multi-variable calculus and linear algebra. It is not a complete introduction to either modern differential geometry or general relativity, nor do the authors claim that it is. After all, Spivak devoted five volumes to Riemannian geometry alone and still failed to provide an exhaustive introduction; the subject is enormous in scope.

Mathematicians who find this book helpful in their studies of general relativity might consider looking into the following books, each of which is written in the same mathematical style: (1) Gravitational Curvature by Theodore Frankel (offers a beautiful derivation of the Raychaudhuri Equation); (2) Manifolds, Tensor Analysis and Applications by Abraham, Marsden and Ratiu (Chapters 6, 7 and 8 offer an exceptionally lucid introduction to differential forms, integration on manifolds, the Hodge star operator, the codifferential, and applications of these materials to physics); (3) The Geometry of Kerr Black Holes by Barrett O'Neill (if you want to UNDERSTAND the use of the Weyl curvature tensor in defining the Petrov Type of a spacetime, then read Chapter 5 of this wonderful book); (4) Semi-Riemannian Geometry with Applications to Relativity by Barrett O'Neill (makes an excellent companion text to Dodson and Poston as a mathematically rigorous introduction to GR); (5) General Relativity for Mathematicians by Rainer Sachs and Hung-Hsi Wu (a masterpiece, difficult to find today but worth the effort). For a more far-ranging treatment of geometry with applications beyond GR, Theodore Frankel's The Geometry of Physics is also highly recommended.

After one has used Dodson and Poston and some of these other references as a sort of "Rosetta Stone," then one can become reasonably proficient in deciphering both coordinate-free and coordinate-based literature and translating one into the other. It is sad that the educational process is necessarily so inefficient, but we must be grateful for books like Dodson and Poston's that help us in the endeavor.

16 of 17 people found the following review helpful.
Excellent, But Has Flawed Editing
By A Customer
I found this book much more comprehensible than the Bishop & Goldberg text (perhaps because the specifics of my particular graduate program made this approach more accessible). The only problem is that in some important areas of the text there are typographical errors; this text needs a new corrected edition--otherwise I have no complaints. The only recommendation I would make to a prospective reader is to obtain a copy of the excellent, old, out-of-print (but still readily avilable used, on the web) Vector and Tensor Analysis by Louis Brand and master the tensor chapter in it. This will prepare the reader to gain an idea of where the authors are heading with their modern, abstract functional analysis approach.
The reader will be greatly assisted by a solid understanding of linear algebra and a preparatory course in functional analysis wouldn't hurt, either. This material is challenging even for a math graduate student; any high school student who could master this book would have to be gifted, indeed.

16 of 19 people found the following review helpful.
Good introduction
By assaftal@hotmail.com
I agree with previous reviewers, and only wish to add a few comments: 1. This book assumes very little on the part of the reader, which makes it ideal for beginners, as long as they're mature readers. 2. Like many books out there, everything in this book is real and finite dimensional, which is a bit disappointing. 3. It's not as advanced as the writers or reviewers would like to think. For instance, no differential forms, no killing vectors, and although there's a chapter on lie groups it treats only their geometrical aspects and not the algebraic ones. 4. However, it contains two (extensive) chapters on SR and GR which are pure gold, I say! Everything is done from the geometrical point of view, and only AFTER all of the math has been introduced, so the discussion is mature and elegant. In short, this is a good book to read for the geometrical intuition but don't count on it to explain everything about differential geometry. Enjoy!

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Senin, 07 Maret 2011

[S882.Ebook] Ebook Download Theological Dictionary of the Old Testament, Volume XVFrom Eerdmans

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Theological Dictionary of the Old Testament, Volume XVFrom Eerdmans

This multivolume work is still proving to be as fundamental to Old Testament studies as its companion set, the Kittel-Friedrich Theological Dictionary of the New Testament, has been to New Testament studies.

Beginning with 'ābh ('āb), “father,” and continuing through the alphabet, the TDOT volumes present in-depth discussions of the key Hebrew and Aramaic words in the Old Testament. Leading scholars of various religious traditions (including Roman Catholic, Lutheran, Reformed, Anglican, Greek Orthodox, and Jewish) and from many parts of the world (Denmark, France, Germany, Great Britain, Greece, Israel, Italy, the Netherlands, Norway, Sweden, Switzerland, and the United States) have been carefully selected for each article by editors Botterweck, Ringgren, and Fabry and their consultants, George W. Anderson, Henri Cazelles, David Noel Freedman, Shemaryahu Talmon, and Gerhard Wallis.

The intention of the writers is to concentrate on meaning, starting from the more general, everyday senses and building to an understanding of theologically significant concepts. To avoid artificially restricting the focus of the articles, TDOT considers under each keyword the larger groups of words that are related linguistically or semantically. The lexical work includes detailed surveys of a word’s occurrences, not only in biblical material but also in other ancient Near Eastern writings. Sumerian, Akkadian, Egyptian, Ethiopic, Ugaritic, and Northwest Semitic sources are surveyed, among others, as well as the Qumran texts and the Septuagint; and in cultures where no cognate word exists, the authors often consider cognate ideas.

TDOT’s emphasis, though, is on Hebrew terminology and on biblical usage. The contributors employ philology as well as form-critical and traditio-historical methods, with the aim of understanding the religious statements in the Old Testament. Extensive bibliographical information adds to the value of this reference work.

This English edition attempts to serve the needs of Old Testament students without the linguistic background of more advanced scholars; it does so, however, without sacrificing the needs of the latter. Ancient scripts (Hebrew, Greek, etc.) are regularly transliterated in a readable way, and meanings of foreign words are given in many cases where the meanings might be obvious to advanced scholars. Where the Hebrew text versification differs from that of English Bibles, the English verse appears in parentheses. Such features will help all earnest students of the Bible to avail themselves of the manifold theological insights contained in this monumental work.

  • Sales Rank: #1400840 in Books
  • Published on: 2015-09-04
  • Original language: English
  • Number of items: 1
  • Dimensions: 9.40" h x 1.80" w x 6.60" l, .0 pounds
  • Binding: Paperback
  • 821 pages

About the Author
G. Johannes Botterweck (1917-1981) was professor of Old Testament and Catholic theology at the University of Bonn, Germany. Helmer Ringgren (1917–2012) was professor of Old Testament interpretation at the University of Uppsala, Sweden. Heinz-Josef Fabry is professor of Old Testament at the University of Bonn, Germany. David E. Green is Head librarian at The General Theological Seminary in New York City.

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Kamis, 24 Februari 2011

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  • Sales Rank: #5306989 in Books
  • Published on: 1996
  • Binding: Paperback

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0 of 0 people found the following review helpful.
Two unequal love stories
By A Customer
While I enjoyed The Last Valentine and would recommend it, I felt the current-day love story of Neil Jr. and the reporter (see, I can't even remember her name!) pales greatly next to the amazing WWII story. An excellent example of why love lasted in those days and does not today!

8 of 8 people found the following review helpful.
For all Cynics and Hopeless Romantics: READ THIS BOOK!!!
By A Customer
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11 of 11 people found the following review helpful.
The Last Valentine
By Kyleigh Cowger
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Selasa, 22 Februari 2011

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  • Sales Rank: #2474781 in Books
  • Published on: 2007-01-01
  • Original language: English
  • Number of items: 1
  • Dimensions: 10.50" h x .20" w x 8.30" l, .45 pounds
  • Binding: Paperback
  • 71 pages

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