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Power Recovery from Low Grade Heat by Means of Screw Expanders (Hardcover): Ian Smith, Nikola Stosic, Ahmed Kovacevic Power Recovery from Low Grade Heat by Means of Screw Expanders (Hardcover)
Ian Smith, Nikola Stosic, Ahmed Kovacevic
R3,515 Discovery Miles 35 150 Ships in 10 - 15 working days

Current concerns with climate change have resulted in greatly increased interest in power recovery from low grade heat sources. This includes both hot fluid streams which can be expanded directly to produce mechanical power and those which act as a source of heat to closed cycle power generation systems. "Power recovery from low grate heat by means of screw expanders" with a generalised overview of how best to recover power from such sources, based on thermodynamic considerations, which differs to the approach used in classical thermodynamics textbooks and which includes an introductory description of the types of working fluid that are used in systems used to recover power from such sources and the criteria that must be taken into account in their selection. This is followed by a description of the mathematical modelling of twin screw machine geometry. The modelling of the thermodynamics and fluid flow through such machines is then given, together with how this is used to predict their performance. Finally a detailed description is given of systems currently used or projected both for direct expansion of the source fluid and by recovery of heat from it, which includes those which are particularly suited to the use of screw expanders in place of turbines.
A novel generalised approach to the thermodynamics of power recovery from low grade heat systemsGives criteria for working fluid selectionProvides details of, and how to model, screw expander geometryDetails how to estimate screw expander performanceSurveys types of system used for power recovery from low grade heat and where this can be improved by the use of screw expanders.

Mosquito Pathfinder - A Navigator's 90 WWII Bomber Operations: Albert Smith, Ian Smith Mosquito Pathfinder - A Navigator's 90 WWII Bomber Operations
Albert Smith, Ian Smith
R294 R269 Discovery Miles 2 690 Save R25 (9%) Ships in 9 - 17 working days
Dancing the Beautiful Wheel - A Guide to Rueda de Casino (Hardcover): Ian Smith Dancing the Beautiful Wheel - A Guide to Rueda de Casino (Hardcover)
Ian Smith
R620 Discovery Miles 6 200 Ships in 10 - 15 working days

For those just starting to take an interest in Rueda de Casino, this guide provides information on the dance, where it came from, how it works, how it varies, and a 'survival kit' of things to think about when you are learning, including teamwork, timing, and making sense of all those calls. For those learning to call, the guide covers the skills involved in being a Rueda caller, and provides pointers to help you think about choreography, sequencing moves, adding variety and fun, improvisation, switching between dance positions, keeping everything under control, and using hand signals in noisy environments. For experienced dancers and callers looking to extend their repertoire, well over 700 calls and variations are noted, relating to around 650 individual moves. Detailed descriptions and notes for each of these moves are included as an aide memoire, organised by dance position and similarity. All of the moves in the 'Norwegian Rueda Standard 2011' are included. Several less well known variations are described; Rueda dos parejas for 2 couples, Rueda linea dancing in a line, Rueda cruzada two interleaved Ruedas, Rueda llanta sets of 2 couples making one big circle and the challenging Rueda espejo mirror Rueda. If this still isn't enough variety the guide includes descriptions of some Rueda games you can have fun with at party time.

Plant Power - Flip Your Plate, Change Your Weight (Paperback): Ian Smith Plant Power - Flip Your Plate, Change Your Weight (Paperback)
Ian Smith
R417 R392 Discovery Miles 3 920 Save R25 (6%) Ships in 18 - 22 working days

For dieters who want to utilise the benefits of fruits, vegetables, and complex carbs without eliminating the meat, dairy, fish, and fats they love Dr. Ian K. Smith's new book Plant Power delivers the most flavourful and favorable plant-based foods to their plates. In a detailed but easy-to-implement four-week program, readers will, day-by-day, flip their diet from 70% meat/30% plants to 30% meat/70% plants, leading to natural and pain-free weight loss, keeping them feeling full and satisfied. In Plant Power, readers will learn: - The unique power of plant protein vs. animal protein - How to buy fruits, vegetables, fish, and meat: Does organic matter? Is frozen OK? What about farm-raised? Or grass-finished? - If plant-based burgers and beyond are all they promise to be: the good, the bad, and the to-be-avoided - 25 key recipes to use as daily basics: they'll effortlessly move dieters from grab-and-go junk to first-quality fill-ups Plant Power makes moving to a plant-based diet painless, while benefiting the planet, saving readers money, and maximising their performance without sacrificing taste and the foods they love

The Illicit Trade in Art and Antiquities - International Recovery and Criminal and Civil Liability (Hardcover, New): Ian Smith,... The Illicit Trade in Art and Antiquities - International Recovery and Criminal and Civil Liability (Hardcover, New)
Ian Smith, Janet Ulph
R4,923 Discovery Miles 49 230 Ships in 18 - 22 working days

This new text provides practical guidance on the modern law relating to cultural objects which have been stolen, looted or illegally exported. It explains how English criminal law principles, including money laundering measures, apply to those who deal in cultural objects in a domestic or international setting. It discusses the recovery of works of art and antiquities in the English courts where there are competing claims between private individuals, or between individuals and the UK Government or a foreign State. Significantly, this text also provides an exposition of the law where a British law enforcement agency, or a foreign law enforcement agency, is involved in the course of criminal or civil proceedings in an English court. The growth of relevant international instruments, which include not only those devoted to the protection of mankind's cultural heritage but also those concerned with money laundering and serious organised crime, provide a backdrop to this discussion. The UK's ratification of the UNESCO Convention on Means of Prohibiting and Preventing the Illicit Import, Export and Transfer of Ownership of Cultural Property 1970 in 2002 is considered. The problems posed in attempting to curb trafficking in art and antiquities are explored and the effectiveness of the current law is analysed.

Setting the Captives Free (Hardcover): Marion L.S. Carson Setting the Captives Free (Hardcover)
Marion L.S. Carson; Foreword by Tony Peck; Illustrated by Ian Smith
R806 R700 Discovery Miles 7 000 Save R106 (13%) Ships in 18 - 22 working days
The Boundary Element Method with Programming - For Engineers and Scientists (Hardcover, 2008): Gernot Beer, Ian Smith,... The Boundary Element Method with Programming - For Engineers and Scientists (Hardcover, 2008)
Gernot Beer, Ian Smith, Christian Duenser
R4,169 Discovery Miles 41 690 Ships in 18 - 22 working days

This thorough yet understandable introduction to the boundary element method presents an attractive alternative to the finite element method. It not only explains the theory but also presents the implementation of the theory into computer code, the code in FORTRAN 95 can be freely downloaded. The book also addresses the issue of efficiently using parallel processing hardware in order to considerably speed up the computations for large systems. The applications range from problems of heat and fluid flow to static and dynamic elasto-plastic problems in continuum mechanics.

Screw Compressors - Mathematical Modelling and Performance Calculation (Hardcover, and): Nikola Stosic, Ian Smith, Ahmed... Screw Compressors - Mathematical Modelling and Performance Calculation (Hardcover, and)
Nikola Stosic, Ian Smith, Ahmed Kovacevic
R4,766 Discovery Miles 47 660 Ships in 18 - 22 working days

Althoughtheprinciplesofoperationofhelicalscrewmachines, ascompressors or expanders, have been well known for more than 100 years, it is only during the past 30 years that these machines have become widely used. The main reasons for the long period before they were adopted were their relatively poor e?ciency and the high cost of manufacturing their rotors. Two main developments led to a solution to these di?culties. The ?rst of these was the introduction of the asymmetric rotor pro?le in 1973. This reduced the bl- hole area, which was the main source of internal leakage by approximately 90%, and thereby raised the thermodynamic e?ciency of these machines, to roughly the same level as that of traditional reciprocating compressors. The second was the introduction of precise thread milling machine tools at - proximately the same time. This made it possible to manufacture items of complex shape, such as the rotors, both accurately and cheaply. From then on, as a result of their ever improving e?ciencies, high rel- bility and compact form, screw compressors have taken an increasing share of the compressor market, especially in the ?elds of compressed air production, and refrigeration and air conditioning, and today, a substantial proportion of compressors manufactured for industry are of this type. Despite, the now wide usage of screw compressors and the publication of many scienti?c papers on their development, only a handful of textbooks have been published to date, which give a rigorous exposition of the principles of their operation and none of these are in English

Introduction to Pharmaceutical Calculations (Paperback, 4th Revised edition): Judith A. Rees, Ian Smith, Jennie Watson Introduction to Pharmaceutical Calculations (Paperback, 4th Revised edition)
Judith A. Rees, Ian Smith, Jennie Watson
R978 Discovery Miles 9 780 Ships in 10 - 15 working days

Introduction to Pharmaceutical Calculations is an essential study aid for pharmacy students. Contains worked examples and sample questions and answers.

Fast Burn! - The Power of Negative Energy Balance (Paperback): Ian Smith Fast Burn! - The Power of Negative Energy Balance (Paperback)
Ian Smith
R429 R389 Discovery Miles 3 890 Save R40 (9%) Ships in 9 - 17 working days

A motivational diet plan to blast fat--and keep it off--by Ian K. Smith, M.D., the #1 New York Times bestselling author of Clean & Lean. New York Times bestselling author Ian K. Smith, M.D.'s unique new plan takes intermittent fasting to the next level, combining the power of time-restricted eating with a detailed program that flips the body into a negative energy state, scorching fat on the way to weight loss and physical transformation. Many IF books leave readers to figure out what and how much they should eat during their feeding window, and even how long to fast each day. Smith knows that even readers highly motivated to change their weight and their health need marching orders, and they're all here in Fast Burn!'s nine-week program. Dr. Ian believes in cleaner eating--forget perfect--and the two positively disruptive Jigsaw Weeks he works into his Fast Burn! program not only mix things up so Fast Burners stay on track, but introduce refreshing and less structured plant-based weeks to the program. Fast Burn! goes beyond the daily meal plan, but also includes simple and achievable exercises--with both gym and out-of-gym options--for every week as well as thirty-three recipes focusing on improved calorie quality, including the plan's signature Burner Smoothie, to use throughout the three stages of the program.

Plant Power - Flip Your Plate, Change Your Weight (Hardcover): Ian Smith Plant Power - Flip Your Plate, Change Your Weight (Hardcover)
Ian Smith
R761 Discovery Miles 7 610 Ships in 10 - 15 working days
Heavenly Perspective - A Study of the Apostle Paul's Response to a Jewish Mystical Movement at Colossae (Hardcover): Ian... Heavenly Perspective - A Study of the Apostle Paul's Response to a Jewish Mystical Movement at Colossae (Hardcover)
Ian Smith
R5,927 Discovery Miles 59 270 Ships in 10 - 15 working days

" This book identifies the source of the Colossian error as from within Jewish mystical movements and shows how both the theology and practice which is taught in the epistle is to be understood from this context. The book gives a helpful overview of scholarship that has attempted to identify the nature and source of the Colossian error. The book, unlike many others on the topic, is exegetically driven, and will model thorough and careful exegetical practice. The book interacts with extra-Biblical texts which help the reader to understand the mystical contexts of first century Judaism."

Wanna See a Llama? (1): Simon Philip Wanna See a Llama? (1)
Simon Philip; Illustrated by Ian Smith
R201 Discovery Miles 2 010 Ships in 10 - 15 working days

Do you wanna see a llama? Then come this way, as our self-described 'llama expert' takes her friend on a chase around the city. They discover wild and wacky animals around every corner - but are any of them really llamas? Llamas are highly sociable animals, though, and where there's one, there's often more ... Readers will be shouting at the book with delight as more and more llamas gather in the background, until a whole parade of partying llamas is revealed. But will the children ever find what they're looking for? Children will love guessing what each new animal is from the glimpse given in the artwork, before turning the page to find out and there are fun facts about all the animals at the end of the book. A fantastically funny follow-up to Wanna See a Penguin? by the award-winning author of You Must Bring a Hat.

Screw Compressors - Three Dimensional Computational Fluid Dynamics and Solid Fluid Interaction (Hardcover, 2007 ed.): Ahmed... Screw Compressors - Three Dimensional Computational Fluid Dynamics and Solid Fluid Interaction (Hardcover, 2007 ed.)
Ahmed Kovacevic, Nikola Stosic, Ian Smith
R2,739 Discovery Miles 27 390 Ships in 18 - 22 working days

This book presents the most up-to-date methods of three-dimensional modeling of the fluid dymanics and the solid-fluid interaction within these machines, which are still being developed. Adding modeling to the design process makes it possible not only to predict flow patterns more accurately, and also to determine distorting effects on rotors and casing of pressure and temperature distribution within the compressor. Examples outline the scope of the applied mathematical model.

Black Shakespeare - Reading and Misreading Race (Hardcover): Ian Smith Black Shakespeare - Reading and Misreading Race (Hardcover)
Ian Smith
R975 Discovery Miles 9 750 Ships in 9 - 17 working days

Race may dominate everyday speech, media headlines and public policy, yet still questions of racialized blackness and whiteness in Shakespeare are resisted. In his compelling new book Ian Smith addresses the influence of systemic whiteness on the interpretation of Shakespeare's plays. This far-reaching study shows that significant parts of Shakespeare's texts have been elided, misconstrued or otherwise rendered invisible by readers who have ignored the presence of race in early modern England. Bringing the Black American intellectual tradition into fruitful dialogue with European thought, this urgent interdisciplinary work offers a deep, revealing and incisive analysis of individual plays, including Othello, The Merchant of Venice and Hamlet. Demonstrating how racial illiteracy inhibits critical practice, Ian Smith provides a necessary anti-racist alternative that will transform the way you read Shakespeare.

The International Film Guide 2012 - The Definitive  Annual Review of World Cinema, 48th Edition (Paperback, 48th Revised... The International Film Guide 2012 - The Definitive Annual Review of World Cinema, 48th Edition (Paperback, 48th Revised edition)
Ian Smith
R733 R312 Discovery Miles 3 120 Save R421 (57%) Ships in 10 - 15 working days

First published in 1963, the "International Film Guide" enjoys an unrivalled reputation as the most authoritative and trusted source of information on contemporary world cinema. Comprehensive international coverage is offered via a 'World Survey' section encompassing the output of over 90 countries each year; the "International Film Guide 2012" offers an overview of trends and changes in global cinema across the last twelve months. Of interest to the industry (particularly film programmers), students and enthusiasts, and the casual cinemagoer, the guide provides summaries of all the major festivals and film markets around the world. In addition to the core features that have continued to grow over the publication's 48 editions, special features will look at important trends, and highlights major figures in the film industry, with profiles of Terence Malick, Nicolas Winding Refn, Luc and Jean-Pierre Dardenne, Terence Davies, and Tomas Alfredson; a focus on the state of film reviewing and contemporary criticism; and an industry feature looking at international film production companies. It also includes comprehensive detailed information about dozens of the leading film festivals and listings of many festivals and markets of note. Written by expert local correspondents who present critical reviews assessing features, documentaries, and shorts, the "International Film Guide 2012" is an invaluable resource for anyone involved or interested in the state of contemporary cinema.

A Hundred Years of the RAF Air Display - 1920-2020 (Hardcover): Ian Smith Watson A Hundred Years of the RAF Air Display - 1920-2020 (Hardcover)
Ian Smith Watson
R878 R749 Discovery Miles 7 490 Save R129 (15%) Ships in 9 - 17 working days

For 100 years, the world's oldest independent air force, the RAF, forged a distinguished record in military air operations from the First World War through to recent operations over Iraq and Syria. There is, however, a field of endeavour in which the Royal Air Force has excelled: selling its public image. Of the three armed services, the air force is the one perfectly placed to advertise its wares 'at home' with the facilities to accommodate large audiences, through scintillating flying displays with ever more impressive aircraft and large airfields with readily available facilities. Originally centred on the RAF station at Hendon in North London, the RAF held its first public 'Air Pageant' in 1920. A grand affair, it continued as an annual event until 1937 when it was succeeded by the widespread 'Empire Air Day' held at several RAF stations until war intervened in 1939. The RAF came to true military prominence during the Second World War, particularly the 'Battle of Britain'; this then became the focus of the celebration and commemoration. However, the Battle of Britain Displays constantly contracted, eventually to zero, but for much of their existence were the most impressive air shows around the globe.

Smith & Wood's Employment Law (Paperback, 16th Revised edition): Ian Smith, Owen Warnock Smith & Wood's Employment Law (Paperback, 16th Revised edition)
Ian Smith, Owen Warnock
R1,671 Discovery Miles 16 710 Ships in 9 - 17 working days

Known for its detailed and authoritative approach, Smith & Wood's Employment Law provides a comprehensive yet accessible guide to employment law. Clear accounts of essential case law and legislation are complemented by insightful commentary and critique to direct preparation for classes and assessments. Carefully explains topics in their social and historical context, providing readers with an awareness of the fast-paced development of employment legislation and offering a critical analysis of the future direction of the law. Digital formats and resources The sixteenth edition is available for students and institutions to purchase in a variety of formats, and is supported by online resources. · The e-book offers a mobile experience and convenient access along with functionality tools, navigation features and links that offer extra learning support: www.oxfordtextbooks.co.uk/ebooks · The online resources include self-test questions with feedback for each chapter, as well as further reading lists and useful websites to help support student's learning.

Heroin Century (Hardcover): Tom Carnwath, Ian Smith Heroin Century (Hardcover)
Tom Carnwath, Ian Smith
R4,201 Discovery Miles 42 010 Ships in 10 - 15 working days


Heroin is a drug that myths are made of. Whether smuggled in the stomach of a camel or used as the ultimate symbol of lifestyle chic, no drug has been more argued over and legislated against, no drug has been more subject to misinformation and moral panic.
Heroin Century sets the record straight. It contains a wealth of historical and medical information about this drug which made its first appearance as a miracle medicine over a hundred years ago and makes recommendations for its future in the twenty-first century. Evidence shows that heroin is dangerous principally because it is illegal. The authors argue that a more relaxed relationship between society and the drug would benefit both the economy and public health and safely.
Individual chapters describe the history of heroin production; the makeup of heroin and evolving methods of use; the spread of heroin and international efforts at control; typical "career" patterns of users, ranging from occasional recreational use to destructive dependence; the subjective experience of taking heroin; the association between heroin and crime; the use of heroin in medicine and its effects on physical health; the history of the treatment of heroin dependence; and likely changes in heroin use in the future. The authors have drawn on literary and artistic sources as well as the large pool of scientific literature to compile a comprehensive and fascinating account of this world-changing drug.

Heroin Century makes available a wealth of information about the history, chemistry, pharmacology and medical aspects of heroin in a form accessible to anyone who wishes to participate in the contemporary debate bout society's attitude to drugs.

Tom Carnwath is a Consultant Psychiatrist currently working with drug misuse services in Manchester. Ian Smith has trained in sociology and is currently Service Development Manager for drug services in Manchester.

Heroin Century (Paperback, New): Tom Carnwath, Ian Smith Heroin Century (Paperback, New)
Tom Carnwath, Ian Smith
R1,653 Discovery Miles 16 530 Ships in 10 - 15 working days


Heroin is a drug that myths are made of. Whether smuggled in the stomach of a camel or used as the ultimate symbol of lifestyle chic, no drug has been more argued over and legislated against, no drug has been more subject to misinformation and moral panic.
Heroin Century sets the record straight. It contains a wealth of historical and medical information about this drug which made its first appearance as a miracle medicine over a hundred years ago and makes recommendations for its future in the twenty-first century. Evidence shows that heroin is dangerous principally because it is illegal. The authors argue that a more relaxed relationship between society and the drug would benefit both the economy and public health and safely.
Individual chapters describe the history of heroin production; the makeup of heroin and evolving methods of use; the spread of heroin and international efforts at control; typical "career" patterns of users, ranging from occasional recreational use to destructive dependence; the subjective experience of taking heroin; the association between heroin and crime; the use of heroin in medicine and its effects on physical health; the history of the treatment of heroin dependence; and likely changes in heroin use in the future. The authors have drawn on literary and artistic sources as well as the large pool of scientific literature to compile a comprehensive and fascinating account of this world-changing drug.

Heroin Century makes available a wealth of information about the history, chemistry, pharmacology and medical aspects of heroin in a form accessible to anyone who wishes to participate in the contemporary debate bout society's attitude to drugs.

Tom Carnwath is a Consultant Psychiatrist currently working with drug misuse services in Manchester. Ian Smith has trained in sociology and is currently Service Development Manager for drug services in Manchester.

Essential Letters and Sounds: Essential Phonic Readers: Oxford Reading Level 3: Can You See Sasha? (Paperback, 1): Katie Dale Essential Letters and Sounds: Essential Phonic Readers: Oxford Reading Level 3: Can You See Sasha? (Paperback, 1)
Katie Dale; Illustrated by Ian Smith
R191 Discovery Miles 1 910 Ships in 10 - 15 working days

Engaging fiction and non-fiction fully aligned to each week of Essential Letters and Sounds, allowing children to consolidate their phonic knowledge through reading in context. These fully decodable readers are 100% matched to the phonic progression of Essential Letters and Sounds. Essential Letters and Sounds is a systematic synthetic phonics programme validated by the Department for Education. These readers complement your existing decodable readers from Oxford University Press and can be used alongside them to support the teaching of Essential Letters and Sounds. Can You See Sasha? allows children to apply their phonics learning from Reception, Autumn 2, Week 6 of Essential Letters and Sounds.

The RAF in Cold War Germany (Hardcover): Ian Smith Watson The RAF in Cold War Germany (Hardcover)
Ian Smith Watson
R728 Discovery Miles 7 280 Ships in 10 - 15 working days

In May 1945 with the war in Europe at an end, Britain had to play her part in the occupation of the defeated Germany. The near-bankrupt country was hard-pressed to maintain such a military presence on the continent and still manage our other out commitments across the Mediterranean, Middle and Far East. As the immediate post-war years came to pass, Britain and other western powers found themselves reviewing their relationship with the key victor in the east: the USSR. A defining moment came in 1948 when the Soviet Union attempted to starve the people of West Berlin to the point of being relinquished to their fate by the Western allies. Following a sterling and stubborn effort to keep the city supplied with the minimum materials and food the Soviet exercise ended in 1949. But the parameters were now set, the Iron Curtain had descended across the continent, and the RAF were to maintain a constant vigil with nuclear-armed aircraft on station ready to respond to Soviet aggression for the next four decades while politicians tried desperately to preserve the peace.

The Boundary Element Method with Programming - For Engineers and Scientists (Paperback, Softcover reprint of hardcover 1st ed.... The Boundary Element Method with Programming - For Engineers and Scientists (Paperback, Softcover reprint of hardcover 1st ed. 2008)
Gernot Beer, Ian Smith, Christian Duenser
R2,955 Discovery Miles 29 550 Ships in 18 - 22 working days

This thorough yet understandable introduction to the boundary element method presents an attractive alternative to the finite element method. It not only explains the theory but also presents the implementation of the theory into computer code, the code in FORTRAN 95 can be freely downloaded. The book also addresses the issue of efficiently using parallel processing hardware in order to considerably speed up the computations for large systems. The applications range from problems of heat and fluid flow to static and dynamic elasto-plastic problems in continuum mechanics.

Disadvantaged by where you live? - Neighbourhood governance in contemporary urban policy (Paperback): Ian Smith, Eileen Lepine,... Disadvantaged by where you live? - Neighbourhood governance in contemporary urban policy (Paperback)
Ian Smith, Eileen Lepine, Marilyn Taylor
R946 Discovery Miles 9 460 Ships in 18 - 22 working days

"Disadvantaged by where you live?" distils lessons from work on neighbourhoods carried out within the Cities Research Centre of the University of the West of England over the past seven years. It offers a major contribution to academic debates on the neighbourhood both as a sphere of governance and as a point of public service delivery under New Labour since 1997. The book explores how 'the neighbourhood' has been used in policy in the UK; what the 'appropriate contribution' of neighbourhood governance is and how this relates to concepts of multi-level governance; the tensions that are visible at the neighbourhood level and what this tells us about wider governance issues. The book explores and reflects on the notion of neighbourhood governance from a variety of perspectives that reflect the unique depth and breadth of the Centre's research programme. Neighbourhood governance is examined in relation to: multi-level governance and city-regions; local government; mainstreaming; cross-national differences in neighbourhood policy; community and civil society; diversity; different conceptions of democracy; and, evaluation and learning. In doing so, the book identifies useful conceptual tools for analysing the present and future contribution of policy to neighbourhoods.

Meeting Customer Needs (Paperback, 3rd edition): Ian Smith Meeting Customer Needs (Paperback, 3rd edition)
Ian Smith
R1,497 Discovery Miles 14 970 Ships in 10 - 15 working days

This book is designed to provide the underpinning knowledge and understanding required for any competency-based management course. This is a third edition of Meeting Customer Needs, a diploma level book in the Chartered Management of Institute series. This particular title meets the specific requirements of those taking the Unit DM45 entitled Customer Focus, Marketing and Planning. A new website available for use with the text to provide revision notes and lecturers notes. This book is ideal for managers seeking to establish or improve customer service and customer focus standards. It includes action plans, sample communications and checklists for managers to adapt for their own purposes. Real examples and new case studies are used throughout to illustrate points in a practical context. * Tools and technology have improved dramatically since the last edition and this book brings the reader up-to-date * Expectations and the knowledge of customers has also changed since the last edition and the new edition shows how to accommodate this * Competition has improved and standards are higher and this new edition illustrates how to meet this challenge and how to meet customers demands.

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