...1. How is quality defined? What is the goal of total quality management (TQM)? Why is TQM important? In general, quality may be defined as meeting or exceeding the requirements, needs, and expectations of the customer—whether or not those needs have been articulated. Garvin (1988) identified eight dimensions of quality: 1. Performance: measurable primary characteristics of a product or service 2. Features: added characteristics that enhance the appeal of a product or service 3. Conformance: meeting specifications or industry standards 4. Reliability: consistency of performance over time 5. Durability: useful life of a product or service 6. Serviceability: resolution of problems and complaints 7. Aesthetics: the sensory characteristics of a product or service 8. Perceived: quality: subjective assessment of quality based on cues related to the product Parasuraman, Zeithaml, and Berry (1988), identified five dimensions to service quality: 1. Reliability: ability to perform the promised service dependably and accurately 2. Responsiveness: willingness to help customers and provide prompt service 3. Assurance: employees’ knowledge, courtesy, and their ability to inspire trust and confidence 4. Empathy: caring, individualized attention given to customers 5. Tangibles: appearance of physical facilities, equipment, personnel, and written material TQM is a philosophy that involves everyone in an organization in a continual...
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...THE LEADERSHIP TRAINING ACTIVITY BOOK 50 Exercises for Building Effective Leaders LOIS B. HART, Ed.D. CHARLOTTE S. WAISMAN, Ph.D. AMACOM AMERICAN MANAGEMENT ASSOCIATION New York | Atlanta | Brussels Chicago | Mexico City | San Francisco Shanghai | Tokyo | Toronto | Washington, D. C. Special discounts on bulk quantities of AMACOM books are available to corporations, professional associations, and other organizations. For details, contact Special Sales Department, AMACOM, a division of American Management Association, 1601 Broadway, New York, NY 10019. Tel.: 212-903-8316. Fax: 212-903-8083. Web site: www.amacombooks.org This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional service. If legal advice or other expert assistance is required, the services of a competent professional person should be sought. Library of Congress Cataloging-in-Publication Data Hart, Lois Borland. The leadership training activity book / Lois B. Hart, Charlotte S. Waisman ; foreword by James M. Kouzes. p. cm. Includes index. ISBN 0-8144-7262-1 1. Leadership—Study and teaching—Activity programs. I. Waisman, Charlotte S. II. Title. HD57.7.H383 2005 658.4′092—dc22 2004019036 © 2005 by Lois B. Hart and Charlotte S. Waisman All rights reserved. Printed in the United States of America...
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...Creative Problem Solving for Managers Second edition How can managers tackle complex problems? How do you encourage innovation? How do you implement new solutions? Is creativity the key to management success? This accessible text provides a lively introduction to the essential skills of creative problem solving. Using extensive case studies and examples from a variety of business situations, Creative Problem Solving for Managers explores a wide range of problem solving theories and techniques, illustrating how these can be used to solve a multitude of management problems. Thoroughly revised and redesigned, this new edition retains the accessible and imaginative approach to problem solving skills of the first edition. Features include: ■ ■ ■ ■ ■ Blocks to creativity and how to overcome them Key techniques including lateral thinking, morphological analysis and synectics Computer-assisted problem solving Increased coverage of group problem solving techniques New website containing in-depth cases and a PowerPoint presentation As creativity is increasingly being recognised as a key skill for successful managers, this book will be welcomed as a readable and comprehensive introduction for students and practising managers alike. Tony Proctor is Professor in Marketing at Chester University College Business School and was formerly Senior Lecturer in Marketing and Head of the Department of Management at Keele University. Creative Problem Solving for Managers Developing skills...
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...Gabriel Garcia Marquez One Hundred Years of Solitude Chapter 1 MANY YEARS LATER as he faced the firing squad, Colonel Aureliano Buendía was to remember that distant afternoon when his father took him to discover ice. At that time Macondo was a village of twenty adobe houses, built on the bank of a river of clear water that ran along a bed of polished stones, which were white and enormous, like prehistoric eggs. The world was so recent that many things lacked names, and in order to indicate them it was necessary to point. Every year during the month of March a family of ragged gypsies would set up their tents near the village, and with a great uproar of pipes and kettledrums they would display new inventions. First they brought the magnet. A heavy gypsy with an untamed beard and sparrow hands, who introduced himself as Melquíades, put on a bold public demonstration of what he himself called the eighth wonder of the learned al-chemists of Macedonia. He went from house to house dragging two metal ingots and everybody was amazed to see pots, pans, tongs, and braziers tumble down from their places and beams creak from the desperation of nails and screws trying to emerge, and even objects that had been lost for a long time appeared from where they had been searched for most and went dragging along in turbulent confusion behind Melquíades’ magical irons. “Things have a life of their own,” the gypsy proclaimed with a harsh accent. “It’s simply a matter of waking up their souls.” José...
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...Dubliners Joyce, James Published: 1914 1 About Joyce: James Augustine Aloysius Joyce (Irish Séamus Seoighe; 2 February 1882 – 13 January 1941) was an Irish expatriate writer, widely considered to be one of the most influential writers of the 20th century. He is best known for his landmark novels Ulysses (1922) and Finnegans Wake (1939), the short story collection Dubliners (1914) and the semi-autobiographical novel A Portrait of the Artist as a Young Man (1916). Although his adult life was largely spent outside the country, Joyce's fictional universe is firmly rooted in Dublin and provide the settings and much of the subject matter for all his fiction. In particular, his tempestuous early relationship with the Irish Roman Catholic Church is reflected through a similar inner conflict in his recurrent alter ego Stephen Dedalus. As the result of his minute attentiveness to a personal locale and his self-imposed exile and influence throughout Europe, Joyce became simultaneously one of the most cosmopolitan and one of the most local of all the great English language writers. Source: Wikipedia 2 Chapter 1 The Sisters There was no hope for him this time: it was the third stroke. Night after night I had passed the house (it was vacation time) and studied the lighted square of window: and night after night I had found it lighted in the same way, faintly and evenly. If he was dead, I thought, I would see the reflection of candles on the darkened blind, for I knew that two candles...
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...A Company of Swans Chapter One There was no lovelier view in England, Harriet knew this. To her right, the soaring towers of King's College Chapel and the immaculate lawns sloping down to the river's edge; to her left, the blue and gold of the scillas and daffodils splashed in rich abundance between the trees of the Fellows' Gardens. Yet as she leaned over the stone parapet of the bridge on which she stood, her face was pensive and her feet— and this was unusual in the daughter of a professor of classics in the year 1912— were folded in the fifth position. She was a thin girl, brown-haired and brown-eyed, whose gravity and gentleness could not always conceal her questing spirit and eagerness for life. Sensibly dressed in a blue caped coat and tarn o'shanter bought to last, a leather music case propped against the wall beside her, she was a familiar figure to the passers-by: to ancient Dr. Ferguson, tottering across the willow-fringed bridge in inner pursuit of an errant Indo-Germanic verb; to a gardener trimming the edges of the grass, who raised his cap to her. Professor Morton's clever daughter; Miss Morton's biddable niece. To grow up in Cambridge was to be fortunate indeed. To be able to look at this marvelous city each day was a blessing of which one should never tire. Harriet, crumbling bread into the water for the world's most blase ducks, had told herself this again and again. But it is not cities which make the destinies of eighteen-year-old girls, it is people— and...
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...IMPORTANT This electronic version of The Century Vocabulary Builder (1922) has been prepared by Serenson Pty Ltd for www.write-better-english.com. This PDF follows the pagination of the original (hard copy) book and includes hypertext links that we have inserted, which look like this. Please do not remove links. Reformatting the original text into this PDF has been no easy task; it is possible that the process has introduced errors or caused omissions. As a result, we make no guarantee about the accuracy or completeness of this version of the Vocabulary Builder. If you find an error or omission in this PDF, please check the original book and contact us so that we can fix the error or omission. Please check your local copyright laws before accessing this PDF. If you are serious about building your vocabulary, we highly recommend you try the popular vocabularybuilding program called Ultimate Vocabulary Want the ultimate vocabulary builder? Click www.write-better-english com/ultimate-vocabulary.aspx THE CENTURY VOCABULARY BUILDER BY GARLAND GREEVER AND JOSEPH M. BACHELOR NEW YORK THE CENTURY CO. Want the ultimate vocabulary builder? Click www.write-better-english com/ultimate-vocabulary.aspx PREFACE You should know at the outset what this book does not attempt to do. It does not, save to the extent that its own special purpose requires, concern itself with the many and intricate problems of grammar, rhetoric, spelling, punctuation, and the like; or clarify...
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...The Three Musketeers by Alexandre Dumas A Penn State Electronic Classics Series Publication The Three Musketeers by Alexandre Dumas is a publication of the Pennsylvania State University. This Portable Document file is furnished free and without any charge of any kind. Any person using this document file, for any purpose, and in any way does so at his or her own risk. Neither the Pennsylvania State University nor Jim Manis, Faculty Editor, nor anyone associated with the Pennsylvania State University assumes any responsibility for the material contained within the document or for the file as an electronic transmission, in any way. The Three Musketeers by Alexandre Dumas, the Pennsylvania State University, Electronic Classics Series, Jim Manis, Faculty Editor, Hazleton, PA 18201-1291 is a Portable Document File produced as part of an ongoing student publication project to bring classical works of literature, in English, to free and easy access of those wishing to make use of them. Cover Design: Jim Manis; sketch of Dumas in 1869, French artist Copyright © 2000 The Pennsylvania State University The Pennsylvania State University is an equal opportunity university. Alexandre Dumas The Three Musketeers by Alexandre Dumas [Pere] AUTHOR’S PREFACE IN WHICH IT IS PROVED that, notwithstanding their names’ ending in os and is, the heroes of the story which we are about to have the honor to relate to our readers have nothing mythological about them. A short time ago...
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...it reassuring to know that many professionals undergo these same strange compulsions before they begin writing. Jean Kerr, author of Please Don’t Eat the Daisies, admits that she often finds herself in the kitchen reading soup-can labels—or anything—in order to prolong the moments before taking pen in hand. John C. Calhoun, vice president under Andrew Jackson, insisted he had to plow his fields before he could write, and Joseph Conrad, author of Lord Jim and other novels, is said to have cried on occasion from the sheer dread of sitting down to compose his stories. To spare you as much hand-wringing as possible, this chapter presents some practical suggestions on how to begin writing your short essay. Although all writers must find the methods that work best for them, you may find some of the following ideas helpful. But no matter how you actually begin putting words on paper, it is absolutely essential to maintain two basic ideas concerning your writing task. Before you write a single sentence, you should always remind yourself that 1. You have some valuable ideas to tell your reader, and 2. More than anything, you want to communicate those ideas to your reader. These reminders may seem obvious to you, but without a solid commitment to your own opinions as well as to your reader, your prose will be lifeless and boring. If you don’t care about your subject, you can’t very well expect anyone else to. Have confidence that your ideas are worthwhile and that your reader genuinely...
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...Wuthering Heights Emily Bronte This eBook is designed and published by Planet PDF. For more free eBooks visit our Web site at http://www.planetpdf.com/. Wuthering Heights Chapter I 1801. - I have just returned from a visit to my landlord - the solitary neighbour that I shall be troubled with. This is certainly a beautiful country! In all England, I do not believe that I could have fixed on a situation so completely removed from the stir of society. A perfect misanthropist’s heaven: and Mr. Heathcliff and I are such a suitable pair to divide the desolation between us. A capital fellow! He little imagined how my heart warmed towards him when I beheld his black eyes withdraw so suspiciously under their brows, as I rode up, and when his fingers sheltered themselves, with a jealous resolution, still further in his waistcoat, as I announced my name. ’Mr. Heathcliff?’ I said. A nod was the answer. ’Mr. Lockwood, your new tenant, sir. I do myself the honour of calling as soon as possible after my arrival, to express the hope that I have not inconvenienced you by my perseverance in soliciting the occupation of Thrushcross Grange: I heard yesterday you had had some thoughts - ‘ 2 of 540 Wuthering Heights ’Thrushcross Grange is my own, sir,’ he interrupted, wincing. ‘I should not allow any one to inconvenience me, if I could hinder it - walk in!’ The ‘walk in’ was uttered with closed teeth, and expressed the sentiment, ‘Go to the Deuce:’ even the gate over which he...
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...WATCHING MARIA 2160-CUTS WATCHING MARIA Gavin D. Cutshall 2160-CUTS Copyright © 2000 by Gavin D. Cutshall. Library of Congress Number: ISBN #: Hardcover Softcover 00-191612 0-7388-2985-4 0-7388-2986-2 All rights reserved. No part of this book may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system, without permission in writing from the copyright owner. This is a work of fiction. Names, characters, places and incidents either are the product of the author’s imagination or are used fictitiously, and any resemblance to any actual persons, living or dead, events, or locales is entirely coincidental. This book was printed in the United States of America. To order additional copies of this book, contact: Xlibris Corporation 1-888-7-XLIBRIS www.Xlibris.com Orders@Xlibris.com 2160-CUTS This book is dedicated to my wife, Nancy Cutshall. Thank you, in every way possible 2160-CUTS PROLOGUE July 17, 1996 Maria methodically unpacks her bag and sets the contents down on the salty sand of La Jolla Shores. Everything she needs is placed within reach; a blanket is laid down without a wrinkle, a large towel is placed by the blanket, and a pink bottle of sunscreen is ready to be applied. She even has a small cooler with her, packed with snacks in case we get hungry. Also from the bag she pulls out a contact lens case and a bottle of generic...
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...Growing Up Asian in Australia file:///D|/ /Calibre Library/Wei Zhi/Growing Up Asian in Australia (799)/text/part0000.html[2014-6-18 23:54:32] Growing Up Asian in Australia file:///D|/ /Calibre Library/Wei Zhi/Growing Up Asian in Australia (799)/text/part0000.html[2014-6-18 23:54:32] Growing Up Asian in Australia Growing up Asian in Australia file:///D|/ /Calibre Library/Wei Zhi/Growing Up Asian in Australia (799)/text/part0001.html[2014-6-18 23:54:33] Growing Up Asian in Australia Growing up Asian in Australia ...................................... Alice Pung Edited by file:///D|/ /Calibre Library/Wei Zhi/Growing Up Asian in Australia (799)/text/part0002.html[2014-6-18 23:54:33] Growing Up Asian in Australia Published by Black Inc., an imprint of Schwartz Media Pty Ltd Level 5, 289 Flinders Lane Melbourne Victoria 3000 Australia email: enquiries@blackincbooks.com http://www.blackincbooks.com Introduction and this collection © Alice Pung & Black Inc. Individual works © retained by the authors. Reprinted 2008 . ALL RIGHTS RESERVED. 2008. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form by any means electronic, mechanical, photocopying, recording or otherwise without the prior consent of the publishers. Photo of Hoa Pham by Alister Air. Photo of Joy Hopwood by Yanna Black. The National Library of Australia Cataloguing-in-Publication entry: Pung, Alice (ed.) Growing up...
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...The New Astrology by SUZANNE WHITE Copyright © 1986 Suzanne White. All rights reserved. 2 Dedication book is dedicated to my mother, Elva Louise McMullen Hoskins, who is gone from this world, but who would have been happy to share this page with my courageous kids, April Daisy White and Autumn Lee White; my brothers, George, Peter and John Hoskins; my niece Pamela Potenza; and my loyal friends Kitti Weissberger, Val Paul Pierotti, Stan Albro, Nathaniel Webster, Jean Valère Pignal, Roselyne Viéllard, Michael Armani, Joseph Stoddart, Couquite Hoffenberg, Jean Louis Besson, Mary Lee Castellani, Paula Alba, Marguerite and Paulette Ratier, Ted and Joan Zimmermann, Scott Weiss, Miekle Blossom, Ina Dellera, Gloria Jones, Marina Vann, Richard and Shiela Lukins, Tony Lees-Johnson, Jane Russell, Jerry and Barbara Littlefield, Michele and Mark Princi, Molly Friedrich, Consuelo and Dick Baehr, Linda Grey, Clarissa and Ed Watson, Francine and John Pascal, Johnny Romero, Lawrence Grant, Irma Kurtz, Gene Dye, Phyllis and Dan Elstein, Richard Klein, Irma Pride Home, Sally Helgesen, Sylvie de la Rochefoucauld, Ann Kennerly, David Barclay, John Laupheimer, Yvon Lebihan, Bernard Aubin, Dédé Laqua, Wolfgang Paul, Maria José Desa, Juliette Boisriveaud, Anne Lavaur, and all the others who so dauntlessly stuck by me when I was at my baldest and most afraid. Thanks, of course, to my loving doctors: James Gaston, Richard Cooper, Yves Decroix, Jean-Claude Durand, Michel Soussaline and...
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...Begin Reading Table of Contents Photos Newsletters Copyright Page In accordance with the U.S. Copyright Act of 1976, the scanning, uploading, and electronic sharing of any part of this book without the permission of the publisher is unlawful piracy and theft of the author’s intellectual property. If you would like to use material from the book (other than for review purposes), prior written permission must be obtained by contacting the publisher at permissions@hbgusa.com. Thank you for your support of the author’s rights. For Isabella and Calista Stone When you are eighty years old, and in a quiet moment of reflection narrating for only yourself the most personal version of your life story, the telling that will be most compact and meaningful will be the series of choices you have made. In the end, we are our choices. —Jeff Bezos, commencement speech at Princeton University, May 30, 2010 Prologue In the early 1970s, an industrious advertising executive named Julie Ray became fascinated with an unconventional public-school program for gifted children in Houston, Texas. Her son was among the first students enrolled in what would later be called the Vanguard program, which stoked creativity and independence in its students and nurtured expansive, outside-the-box thinking. Ray grew so enamored with the curriculum and the community of enthusiastic teachers and parents that she set out to research similar schools around the state with an eye toward writing a book about...
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...CATCHING FIRE The Hunger Games Book 2 Suzanne Collins Table of Contents PART 1 – THE SPARK Chapter 1 Chapter 2 Chapter 3 Chapter 4 Chapter 5 Chapter 6 Chapter 7 Chapter 8 Chapter 9 PART 2 – THE QUELL Chapter 10 Chapter 11 Chapter 12 Chapter 13 Chapter 14 Chapter 15 Chapter 16 Chapter 17 Chapter 18 PART 3 – THE ENEMY Chapter 19 Chapter 20 Chapter 21 Chapter 22 Chapter 23 Chapter 24 Chapter 25 Chapter 26 Chapter 27 PART I “THE SPARK” I clasp the flask between my hands even though the warmth from the tea has long since leached into the frozen air. My muscles are clenched tight against the cold. If a pack of wild dogs were to appear at this moment, the odds of scaling a tree before they attacked are not in my favor. I should get up, move around, and work the stiffness from my limbs. But instead I sit, as motionless as the rock beneath me, while the dawn begins to lighten the woods. I can't fight the sun. I can only watch helplessly as it drags me into a day that I've been dreading for months. By noon they will all be at my new house in the Victor's Village. The reporters, the camera crews, even Effie Trinket, my old escort, will have made their way to District 12 from the Capitol. I wonder if Effie will still be wearing that silly pink wig, or if she'll be sporting some other unnatural color especially for the Victory Tour. There will be others waiting, too. A staff to cater to my every need on the long train trip. A prep team to beautify me for public appearances...
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