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The Complete Idiot's Guide to Great Customer Service

Ron Karr

Random Processes: Filtering, Estimation, and Detection

Lonnie C. Ludeman

Secret Service

John R. DiJulius

The Service Pro: Creating Better, Faster, and Different Customer Experiences

Josh Stroup, Rick Tate

Finance for Managers

Harvard Business School Press

Project Leadership

Jayashree Venkatraman, Arthur Shriberg, Timothy J. Kloppenborg

The Divine Right of Capital

Marjorie Kelly

The Juggler's Guide to Managing Multiple Projects

Michael S. Dobson

Quantifying the Value of Project Management

Justin Reginato, William Ibbs

Leadership Skills for Project Managers

Jeffrey W. Trailer, Jeffrey K. Pinto

An Introduction to Security in a CSM 1.3 for AIX 5L Environment

David Duy Truong, Mizuho Tanaka, Rogelio Reyes Jr., Dino Quintero, Petr Klabenes

Leadership in Action: Power Source - Asking the Right Questions Energizes Leaders

David M. Horth, Charles J. Palus

Leadership in Action: In Focus - Leadership Characteristics - Nine Keys to Good Leadership

David Campbell

Leadership in Action - Issues and Observations - Finding Success at Succession

David Berke

Leadership in Action: Dividends and Interest - A Leader in His Fields

Craig Chappelow

Human Resource Management in the Knowledge Economy

Cyndy Lengnick-Hall, Mark Lengnick-Hall

Integrated Project Management

Juliane Johnson, Earl Hall

Perfect Phrases for Performance Reviews

Robert Bacal, Douglas Max

Picture Composition, 2nd Edition

Peter Ward

PC Audio Editing, 2nd Edition

Roger Derry

Leading Geeks: How to Manage and Lead People Who Deliver Technology

Paul Glen

The Book of Agreement

Stewart Levine

The Restoration Economy

Storm Cunningham

What If Boomers Can't Retire?

Thornton Parker, Hazel Henderson

Financial Accounting

P. C. Tulsian

Implementing Strategic Learning—Organizational Development

Nan Gesche Larsen

Customer Relationship Management: Getting It Right!

Judith W. Kincaid

60-Second Commute: A Guide to Your 24/7 Home Office Life, The

Ph.D. Kathy Levinson,, Erica Orloff

Online Rules of Successful Companies: The Fool-Proof Guide to Building Profits, The

Robin Miller

A Guide to Forensic Testimony: The Art and Practice of Presenting Testimony as an Expert Technical Witness

Rebecca Gurley Bace, Fred Chris Smith

The Complete Idiot's Guide to Great Customer Service

Author Ron Karr
Release Date 2003/01
You're no idiot, of course. You skillfully manage your kids' temper tantrums, diplomatically handle office politics, and even pleasantly deal with your friends' bickering. But when it comes to handling customer service, you feel utterly lost. It's time to make g....
Random Processes: Filtering, Estimation, and Detection

Author Lonnie C. Ludeman
Release Date 2003/01
An understanding of random processes is crucial to many engineering fields-including communication theory, computer vision, and digital signal processing in electrical and computer engineering, and vibrational theory and stress analysis in mechanical engineering. Th....
Secret Service

Author John R. DiJulius
Release Date 2003/01
“Either you can decide to compete on price alone and pray you can maintain a cost structure to generate a profit, or you can provide magical moments that create value for your guests. . . . Throughout Secret Service, DiJulius demonstrates how to transform bland cus....
The Service Pro: Creating Better, Faster, and Different Customer Experiences

Author Josh Stroup , Rick Tate
Release Date 2003/01
This book provides a fundamental understanding of the competencies and tactics that increase customer retention and referrals. Ideal for both employees who serve customers directly or indirectly and those who manage them, this book offers lessons that will build pro....
Finance for Managers

Author Harvard Business School Press
Release Date 2003/01
Harvard Business Essentials are comprehensive, solution-oriented paperbacks for business readers of all levels of experience. Calculating and assessing the overall financial health of the business is an important part of any managerial position. From reading and dec....
Project Leadership

Author Jayashree Venkatraman , Arthur Shriberg , Timothy J. Kloppenborg
Release Date 2003/01
This book traces the development of project leadership as fundamental to completing projects effectively, delineates the leadership tasks that must be accomplished at each step of a project's life, and helps the reader develop wisdom in making decisions both by le....
The Divine Right of Capital

Author Marjorie Kelly
Release Date 2003/01
Wealth inequality, corporate welfare, and industrial pollution are symptoms-the fevers and chills of the economy. The underlying illness, says Business Ethics magazine founder Marjorie Kelly, is shareholder primacy: the corporate drive to make profits for share....
The Juggler's Guide to Managing Multiple Projects

Author Michael S. Dobson
Release Date 2003/01
Dobson says that you must first have a strong foundation in time management and priority setting, then introduces the concept of Portfolio Management to timeline multiple projects, determine their resource requirements, and handle emergencies, putting you in charge....
Quantifying the Value of Project Management

Author Justin Reginato , William Ibbs
Release Date 2003/01
In Quantifying the Value of Project Management, the authors explore real world data from 52 U.S. corporations and find the key to high return on investment-project management maturity! Details of this groundbreaking discovery are presented in a style that combines ....
Leadership Skills for Project Managers

Author Jeffrey W. Trailer , Jeffrey K. Pinto
Release Date 2003/01
Chosen from the best of Project Management Journal ® and PM Network®, the articles reprinted in this volume revolve around the nature of the project management challenge, the skills required of effective project management practitioners, and some of the i....
An Introduction to Security in a CSM 1.3 for AIX 5L Environment

Author David Duy Truong , Mizuho Tanaka , Rogelio Reyes Jr. , Dino Quintero , Petr Klabenes
Release Date 2002/12
This IBM Redbooks publication contains information about the first official release of the new clustering software IBM Cluster Systems Management (CSM) on AIX 5L Version 5.2. Features include base cluster configuration and management, Resource Monitoring and Control....
Leadership in Action: Power Source - Asking the Right Questions Energizes Leaders

Author David M. Horth , Charles J. Palus
Release Date 2002/12
To deal effectively with the increasing complexity of organizational life today, it may be more important for leaders to ask questions than to answer them. And knowing what kinds of questions to ask and how to pose them is crucial
Leadership in Action: In Focus - Leadership Characteristics - Nine Keys to Good Leadership

Author David Campbell
Release Date 2002/12
Effective leadership is crucial to the success of any enterprise, and understanding and emulating the features of a good leader can improve one's chances of success in a leadership role.
Leadership in Action - Issues and Observations - Finding Success at Succession

Author David Berke
Release Date 2002/12
In recent years, succession planning—which aims to ensure continuity in key leadership and management functions—has become increasingly important for organizations
Leadership in Action: Dividends and Interest - A Leader in His Fields

Author Craig Chappelow
Release Date 2002/12
The best coaches apply the leadership lessons from other parts of their life experiences to coaching.
Human Resource Management in the Knowledge Economy

Author Cyndy Lengnick-Hall , Mark Lengnick-Hall
Release Date 2002/12
Offers a fundamentally new conceptual model for the human resource function to meet the challenges of the knowledge economy Provides concrete suggestions for implementing this model, including numerous examples of effective practices from leading-edge firms Synthes....
Integrated Project Management

Author Juliane Johnson , Earl Hall
Release Date 2002/11
This book provides users with a solid basis for managing a project and helps them prepare for dealing with managers, project customers, and the people who work with them on a project.KEY TOPICS:This book serves as a useful handbook for project managers and can be us....
Perfect Phrases for Performance Reviews

Author Robert Bacal , Douglas Max
Release Date 2002/11
Writing performance appraisals is one of the most difficult and time-consuming tasks managers face. Perfect Phrases for Performance Reviews simplifies the job, providing a comprehensive collection of phrases that managers can use to describe employee performance, pr....
Picture Composition, 2nd Edition

Author Peter Ward
Release Date 2002/11
Behind each shot there lies an idea or purpose. When setting up a shot, the camera operator can employ a range of visual techniques that will clearly communicate the idea to an audience. Composition is the bedrock of the operator's craft, yet is seldom taught....
PC Audio Editing, 2nd Edition

Author Roger Derry
Release Date 2002/11
PC Audio Editing is an essential guide for anyone wishing to make audio productions for use as recordings, or for broadcast, using a Windows PC and material acquired both in the studio and via portable equipment. Even those experienced with editing and mixing using ....
Leading Geeks: How to Manage and Lead People Who Deliver Technology

Author Paul Glen
Release Date 2002/11
Leading Geeks challenges the conventional wisdom that leadership methods are universal and gives executives and managers the understanding they need to manage and lead the technologists on whom they have become so dependent. This much-needed book—written in nontechn....
The Book of Agreement

Author Stewart Levine
Release Date 2002/11
Crafting agreements with others is a fundamental life skill. Unfortunately, we were never taught how to do it. The agreements most people make are incomplete and ineffective-they usually focus on protecting against what might go wrong instead of figuring out how to ....
The Restoration Economy

Author Storm Cunningham
Release Date 2002/11
The Restoration Economy reveals the previously undocumented trillion-dollar global industries that are restoring our natural and manmade environments. Restorative development is rapidly overtaking new development because we are running out of things to develop. Most....
What If Boomers Can't Retire?

Author Thornton Parker , Hazel Henderson
Release Date 2002/11
When it was first published, What If Boomers Can't Retire? predicted what would happen when boomers switched from buying stocks to selling them for retirement income. Since then-and as predicted by author Thornton Parker-stocks have become less important, pric....
Financial Accounting

Author P. C. Tulsian
Release Date 2002/11
Texts on Financial Accounting have much in common; but differences run deep. The present text has been class-tested for more than twenty years. Rich in pedagogy and written in an easy-to-understand manner, this book adopts a fresh and novel approach to the study of....
Implementing Strategic Learning—Organizational Development

Author Nan Gesche Larsen
Release Date 2002/10
Todays trainers need to become strategic partners with their organization to ensure that their programs contribute to future success and ultimately the companys bottom line. This Infoline will show not only how to become a strategic partner, but also how to implemen....
Customer Relationship Management: Getting It Right!

Author Judith W. Kincaid
Release Date 2002/10
Build a winning CRM program—one step at a time.This book presents a complete, step-by-step blueprint for designing, implementing, and managing a successful CRM program. The former Director of HP's enterprise-wide CRM initiative shows how to identify the elements of....
60-Second Commute: A Guide to Your 24/7 Home Office Life, The

Author Ph.D. Kathy Levinson , , Erica Orloff
Release Date 2002/10
The 60-Second Commute is the start-to-finish sourcebook for everyone with a home office-or a dream. It brings together practical solutions for childcare, balancing work and family, health insurance, managing your time, organizing your office, marketing, technology, ....
Online Rules of Successful Companies: The Fool-Proof Guide to Building Profits, The

Author Robin Miller
Release Date 2002/10
In The Online Rules of Successful Companies: The Fool-Proof Guide to Building Profits, leading Internet entrepreneur Robin "Roblimo" Miller (developer for Slashdot and Freshmeat Web sites) presents systematic rules for building the profitability of your business onl....
A Guide to Forensic Testimony: The Art and Practice of Presenting Testimony as an Expert Technical Witness

Author Rebecca Gurley Bace , Fred Chris Smith
Release Date 2002/10
Information technology is an increasingly large factor in legal proceedings. In cases large and small, from the U.S. Government's antitrust suit against Microsoft Corporation, to civil lawsuits filed over the failure of a network, to criminal cases in which the aut....

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