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J. Mike Jacka,Paulette J. Keller: Business Process Mapping Workbook : Improving Customer Satisfaction

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A holistic approach to harnessing a company's processes to achieve true customer satisfaction Every move that a corporation makes is a mixture of input, action, and output-in short, a process. To keep customers, employees, and shareholders happy, corporate management must juggle conflicting priorities. These competing priorities result in conflicting processes. To help achieve true customer satisfaction, manage-ment needs tools that allow for a holistic approach to analyzing these processes. This book provides that tool. It shows corporations how to analyze and enhance their critical processes in order to deliver the highest level of service to their internal and external customers. Providing a clear understanding of what process mapping can do for a company as well as practical applications for each step in process mapping, this useful guide outlines a proven method for assuring better processes and building a more customer-focused company.

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Alister E. McGrath: Surprised by Meaning: Science, Faith, and How We Make Sense of Things

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We live in an age when the growth of the Internet has made it easier than ever to gain access to information and accumulate knowledge. But information is not the same as meaning, nor is knowledge identical with wisdom. Many people feel engulfed by a tsunami of facts in which they can find no meaning. In thirteen short, accessible chapters McGrath, author of the bestselling The Dawkins Delusion, leads the reader through a nontechnical discussion of science and faith. How do we make sense of the world around us? Are belief in science and the Christian faith compatible? Does the structure of the universe point toward the existence of God? McGrath's goal is to help readers see that science is neither anathema to faith, nor does it supersede faith. Both science and faith help with the overriding human desire to make sense of things. Faith is a complex idea. It is not a blind leap into the dark but a joyful discovery of a bigger picture of wondrous things of which we are all a part.

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Anna Grossnickle Hines,H A Rey,Margret Rey: Curious George's First Day of School

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It s the first day of school, and Curious George has been invited to Mr. Apple s class to be a special helper! George is just the right monkey for the job until he starts to wreak his usual havoc, that is. Red and yellow paint makes orange, yellow and blue makes green . . . and a mixture of all the paint colors makes a big mess! Curious George and the First Day of School is a story based on H. A. and Margret Rey s popular primate and painted in the original watercolor and charcoal style. A full-color twenty-four-page paperback with bonus activities inside, including an Ants on a Log recipe, a word search, and a Color Your World craft idea. For more monkey fun, investigate www.curiousgeorge.com and discover all the latest on Curious George books, promotions, games, activities, and more! "

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The Forward Book of Poetry 2016 showcases the best of contemporary poetry published in the British Isles over the year, including the winners of 2015's Forward Prizes for Poetry. This anthology is the 24th in a series that offers an invaluable annual overview of the current state of poetry.

"" With the same wicked humor, buoyant charm, and optimism that have made her Shopaholic novels beloved international bestsellers, Sophie Kinsella delivers a hilarious new novel and an unforgettable new character. Meet Emma Corrigan, a young woman with a huge heart, an irrepressible spirit, and a few little secrets: Paris is beautifully rendered in moody beige, blue and orange in this stylish tale of French taxi driver Mr Leon and his multifarious taxi journeys around the city. His eccentric array of passengers - Jeanette the hairdresser going to Scissor Row, a mummy going to Pyramid Forward Book of Poetry 2016 free pdf Street via Cairo Place - characterise the idiosyncratic city, presented here in loving and stylish detail. Look out for the beautiful end papers, which include a hand-drawn map of Paris's streets: children will enjoy spotting the various locations mentioned in the story. An extraordinary illustrator at his finest. This book contains a new map of Paris drawn by Barroux specially for this edition. REVIEWS "Mr Leon's Paris takes us on a wonderful journey around the more quirky named roads in Paris, while showing many of the gorgeous sights that the city has to offer, which will be fun for young readers to spot. I loved how each passenger is somehow linked to its destination: a mummy wants to go to Pyramid Street and passes the Pyramide du Louvre on its way, Jeannette the hairdresser wants to go to Scissor Row! Mr Leon's Paris is an ode to what makes the city great, from its sights to its people.

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Ronald E. Smith,Frank L. Smoll: Sport Psychology for Youth Coaches: Developing Champions in Sports and Life

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Today, more than 68 million children and adolescents participate in sport programs in the United States. Yet despite the growth and popularity of highly-organized athletic competition, controversy still swirls around the role that adults, particularly coaches, play in the world of youth sports. Coaches not only occupy a critical leadership position in the athletic setting, but their influence can extend into other areas of life as well. Sport Psychology for Youth Coaches is a practical "how-to" guide that helps coaches use their leadership role to achieve optimal benefits for young athletes, both on and off the field/court. It is designed to help coaches create rewarding experiences for young athletes and provides specific behavioral guidelines that have proven to have positive, and lasting, effects. The authors address a wide range of everyday concerns including motivation, stress reduction, psychological skills, relations with parents, legal responsibilities, and other areas of importance to both coaches and athletes. Using clear examples and real stories, they help coaches hone their own skills so they can bring out the best in their young competitors - in sports and in life. No coach should be without this essential guide, whose principles have been successfully applied and tested on thousands of coaches around the world.

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Mo Willems: I Really Like Slop! (an Elephant and Piggie Book)

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Gerald is careful. Piggie is not. Piggie cannot help smiling. Gerald can. Gerald worries so that Piggie does not have to. Gerald and Piggie are best friends. In I Really Like Slop!, Piggie invites Gerald to try her favorite food . . . slop. But Gerald is not so sure he's going to like it. At all.

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Tom McKenney: Jack Hinson's One-Man War

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Jack Hinson never planned to become a deadly sniper. A prosperous and influential Kentucky plantation owner in the 1850s, Hinson was devoted to raising his growing family and working his land. Yet by 1865, Hinson had likely killed more than one hundred men and had single-handedly taken down an armed Union transport in his one-man war against Grant's army and navy. By the end of the Civil War, the Union had committed infantry and cavalry from nine regiments and a specially equipped amphibious task force of marines to capture Hinson, who was by that time nearly sixty years old. They never caught him. Since then, the story of Jack Hinson has evaded astute historians, and until now, he has remained invisible in the history of sniper warfare.John S. "Old Jack" Hinson watched the start of the Civil War with impartial disinterest. A friend of Ulysses S. Grant and Confederate officers alike, Hinson was opposed to secession, focused instead on his personal affairs. After a unit of Union occupation troops moved in on his land and summarily captured, executed, and placed the decapitated heads of his sons on his gateposts, however, Hinson abandoned his quiet life for one of revenge.In this unprecedented and incredible biography, Lt. Col. Tom C. McKenney masterfully recounts Hinson's extraordinary feats as a lone Confederate sniper. Equipped with a rifle he had specially made for long-range accuracy, Hinson became a deadly gadfly to the occupying army. An exemplary piece of historical scholarship and the result of fifteen years of research, this definitive biography includes an amazing cast of characters including the Earp Brothers, Nathan Bedford Forrest, and Jesse James, the cousin of Hinson's wife. This breathtaking story was all but destroyed by the obliterating forces of history and is the only account in print chronicling this one man's impact on the Civil War.

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Michael Knox: The Investigator: Drugs, Guns, Gems and Porn: Inside the Secretive World of Customs Investigation

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An elite Customs investigator, Michael Knox lived a clandestine and sometimes dangerous life of stakeouts, phone taps, intrigue and villainy. He's worked high-profile cases with a list of targets that would include the alleged chief of staff of the IRA, the man who became Britain's most famous entrepreneur, some of the first international drug traffickers and the importers of notorious porn film Deep Throat. The Investigator is the first ever biography of a senior Customs investigator and a revealing insight into a murky word where everyone's a suspect and few can be trusted.

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Yasser Seirawan: Winning Chess Combinations

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Combinations are the central element in chess; they make the game so magical and captivating. The beautiful point of sacrificing a queen, the strongest piece, in order to checkmate with a lowly pawn brings a smile of joy to all chess lovers. Virtually all chess games possess a combination, either one hidden in the shadows of analysis carefully avoided or one that provides a decisive blow. "Winning Chess Combinations" is a unique work that doesn't merely repeat the wonderfully rich and vast numbers of combinations, asking readers to solve a particular diagrammed position; it is a work that is far more realistic. A combination involves a sacrifice upsetting the balance of forces, but will it work or tragically boomerang? The reader is invited to solve this critical question by identifying the advantages that a specific position holds which might make the combination successful. "Winning Chess Combinations" is the seventh in Yasser Seirawan's highly acclaimed "Winning Chess" series - probably the best-selling series of chess books ever published. A complete guide to chess combinations, this book includes stunning sacrifices. It is ideal for the improving player.

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Wendy Mass: 13 Gifts

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It doesn't take long for Tara Brennan to realize that breaking into school to steal a goat is not a good idea. As punishment for her crimes, Tara's parents send her to the sleepy town of Willow Falls to stay with relatives she hardly knows, including her strange younger cousin Emily. Tara quickly learns that Emily isn't even remotely the strangest person in town. There's a boy who sings at the bottom of an empty pool, two best friends who use blackboards to communicate, and a girl who may or may not be dating the world's hottest teen movie star. Due to another lapse in judgment, Tara finds herself beholden to perhaps the strangest person of all: Angelina D'Angelo. If Tara can't collect thirteen mysterious objects for the old woman in time for her thirteenth birthday, the consequences will be REALLY BAD. With a big dose of birthday magic, Tara's adventures take her and her new friends to places they never thought they'd find, some in the real world, and a lot deep inside themselves.

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