Entrepreneur and Customer Service Guru Redman Folgate is mysteriously found dead in his mountain retreat. Has been journalist Rock Hardstuff is coincidentally on the scene and decides to solve the murder to redeem his career. Rock must weave his way through a myriad of bizarre characters before he can solve the Who Dunnit with a How Dunnit and so much more. Who Killed Customer Care? uses a comedy murder mystery allegory to explain the secrets of Customer and Client Communication.

This book provides a practical handbook for legislation. Written by a team of experts, practitioners and scholars, it invites national institutions to apply its teachings in the context of their own drafting manuals and laws. Analysis focuses on general principles and best practice within the context of the different systems of government in Europe. Questions explored include subsidiarity, legitimacy, efficacy, effectiveness, efficiency, proportionality, monitoring and regulatory impact assessment. Taking a practical approach which starts from evidence-based rationality, it represents essential reading for all practitioners in the field of legislative drafting.

Essential medical codes of the Diagnostic and Statistical Manual of Mental Health Disorders 5-TR at your fingertips in 6 laminated pages. Succinctly written by author Rona Bernstein, PsyD to cover the most used codes and core of the DSM. The previous version of this quick reference guide (before this TR version) was a best seller on Amazon and was highly praised. Customers say it is invaluable for those in medical coding and billing for mental health. The value at this price is unbeatable so add this tool to your library to make finding common codes easy until you are seasoned and have them memorized. 6-page laminated guide includes medical codes for common disorders including: Neurodevelopmental Disorders Schizophrenia Spectrum & Other Psychotic Disorders Bipolar & Related Disorders Depressive Disorders Anxiety Disorders Obsessive-Compulsive & Related Disorders Trauma- & Stressor-Related Disorders Dissociative Disorders Somatic Symptom & Related Disorders Sleep-Wake Disorders Feeding & Eating Disorders Sexual Dysfunctions Elimination Disorders Disruptive, Impulse-Control & Conduct Disorders Gender Dysphoria Substance-Related & Addictive Disorders Neurocognitive Disorders Personality Disorders Paraphilic Disorders Other Mental Disorders & Additional Codes Medication-Induced Movement Disorders & Other Adverse Effects of Medication Other Conditions That May Be a Focus of Clinical Attention

Blood transfusion is a field where there have been, and continues to be, significant advances in science, technology and most particularly governance. This book aims to provide you with a comprehensive overview of both the scientific and managerial aspects of blood transfusion medicine. The book is intended to equip biomedical, clinical and allied medical professionals with practical tools to allow for an informed practice in the field of blood transfusion science. Dr. Erhabor Osaro 2013

Encyclopedia of Materials: Technical Ceramics and Glasses, Two Volume Set is an essential resource guide to these incredibly important and versatile materials. The book covers everything from the types, structures, mechanics and properties of ceramics and glasses, to the testing, characterization, modeling and applications of these materials. Important recent developments are also considered, including additive manufacturing methods, polymer derived ceramics, advanced sintering/densification methods, modern analytical and testing methods, and novel applications of ceramics. This expertly-edited collection of articles provides a comprehensive source of high-quality foundational material for students (undergraduate and postgraduate), as well as postdoctoral researchers and those working in Industry (product and process development). Particular effort has been made to complement and support the 'blended learning' approach championed by both the American and European Ceramic Societies and EU Erasmus programme (EUCERMAT). As such, this encyclopedia is the ideal resource to facilitate collaborative, long distance education in the field.

Most students struggle with learning how to find references, use them effectively, and cite them appropriately in a required format. One of the most common formats is that of APA. The authors all teach at the same university, where their current off-the-shelf reference book, while helpful, is filled with a lot of extra information that they do not use and contains missing or incorrect information. The cost of this book also continues to rise. In a search for something else to meet their needs, they discovered that there are no concise guides that deal with APA only that are cost effective or user-friendly for students who are not familiar with using references and formatting an essay in the APA format. In order to offer student writers a source of information that is concise and cost-effective, the authors have written this handbook to provide students with important information in clear, concise, user-friendly language, as well as to offer practical examples that will help them grasp the concept of secondary research writing. Much of the published materials present the nitpicky details of APA in very technical terms that are not easy to understand. This handbook presents the same information in simplified terms with images and step-by-step instructions in ways that will make sense to both undergraduate and graduate student writers. Additionally, student writers often struggle with understanding the concept of plagiarism, as well as how to find sources, evaluate the appropriateness of sources, and use sources in effective ways (e.g., how to integrate quotes, when to paraphrase, among others). This book provides this information in a concise and easy-to-understand format.

To provide structure and transparency to the complex world of IT, Enterprise Architecture was created. However, we created complexities within Enterprise Architecture with Frameworks that are not easily understandable and purposefully implementable. In this book, Nagesh and Gerry help to turnaround Enterprise Architecture organizations. They introduce a simple IDEA Framework that is based on common practices and investments within IT organizations. The Ten deliverables presented in this book bring structure and clarity to IT organizations that are 10-people IT shops and 1000+ IT staff enterprises alike.

This book is not an ivory tower work, it is actionable, applied Enterprise Architecture. It is also a healthy dose of EA tough love. If you want to know why EA fails, read the second chapter. It is introspective, it does not blame external forces: the not-my-fault syndrome. It also does not blame, in fact it hardly mentions, technology. To be fair, the Nagesh and Gerry do recognize external influences; however they are viewed as risks that must be managed.

Most corporations focus on this year s budget, investments, and rewards. The same focus rolls downhill to the Information Technology department. If the IT department has not successfully communicated the budget and managed to spend it within the limits ( 10% variance), everything else may seem irrelevant. Eventually, Nagesh and Gerry started looking through current IT systems and IT assets to understand: (a) where the current funds were being invested, (b) how these investments jelled or were mandated because of the previous investments that had been made by IT, and (c) how the company s business priorities aligned with future technology needs, including the need to meet compliance requirements. Considering and discovering the answers to these three questions led Nagesh and Gerry to develop a definition of Enterprise Architecture that was based on technology investments Investment Driven Enterprise Architecture (IDEA) Framework.

The purpose of the IDEA Framework is to provide guidance on how the corporation s future technology will be drafted and communicated. Its method is to utilize actual systems, hardware, people, and business functions in order to establish boundaries within which the IDEA Framework will work. The structure of the IDEA Framework differs from that of many others because it consists of key deliverables that fit into day-to-day activities and it accommodates an enterprise-wide strategic plan. It also provides for the much-needed interaction between these key deliverables and facilitates contributions from key stakeholders across Business Units and the various IT departments. In essence, the IDEA Framework takes the key deliverables, stakeholders, and organizations and demonstrates how they dynamically function together.

- What is an Apollo knot? - Who wore a Welch wig? - When were Zouave jackets the height of fashion? This new edition of The Dictionary of Fashion History further updates the landmark work of C. Willett Cunnington, Phillis Cunnington and Charles Beard. Featuring over 60 new and revised entries on diverse topics such as the Onesie, Brothel Creepers and the Birkin Bag, this edition is even more comprehensive and brings this costume historian's bible fully up to date. With many more images to accompany the text and illustrate key fashions - including cartoons, prints and lavish color photographs of surviving garments - this version of the dictionary brings dazzling and unusual garments to life for researchers, students, costume designers and everyone interested in the subject. Clear, concise, and meticulous in detail, this essential reference work answers countless questions relating to the history of dress and adornment and will continue to be the definitive guide for many years to come.