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Quality Improvement Customers Didn't Want (HBR Case Study and Commentary)
by Mary Jo Bitner Thomas O. Jones Teresa A. Swartz Eric Hanselman Christopher A. Swan Mary Jane Bitner Dawn Iacobucci Terri CapatostoIs investing in new technology always the right choice for a company and its customers? Allan Moulter, the CEO of Quality Care, isn't sure he wants to invest in the computerized reception system that consultant Jack Zadow has outlined for him. But in this HBR case study, the argument Zadow makes is impossible to ignore. Quality Care's rivals have invested in similar systems or are planning to do so. The new system promises to take care of routine busywork, freeing staff up for other interactions with patients. It seems as if the competition hasn't even cut staff and is counting on increased customer retention to pay for the investment. And yet, Quality Care's surveys of its own customers show that they prefer the human touch when checking in. How would customers feel if the first "person" they met when they came in the door turned out to be a machine? Six experts weigh the costs and benefits of technology in a service industry. In 96106 and 96106Z, commentators Thomas O. Jones, Mary Jo Bitner, Eric Hanselman, Christopher A. Swan, Teresa A. Swartz, and Terri Capatosto offer advice on this fictional case study.
Chinese Script: History, Characters, Calligraphy
by Thomas O. HöllmannIn this brisk and accessible history, sinologist Thomas O. Höllmann explains the development of the Chinese writing system and its importance in literature, religion, art, and other aspects of culture. Spanning the earliest epigraphs and oracle bones to writing and texting on computers and mobile phones today, Chinese Script is a wide-ranging and versatile introduction to the complexity and beauty of written text and calligraphy in the Chinese world.Höllmann delves into the origins of Chinese script and its social and political meanings across millennia of history. He recounts the social history of the writing system; written and printed texts; and the use of writing materials such as paper, silk, ink, brush, and printing techniques. The book sheds light on the changing role of literacy and education; the politics of orthographic reform; and the relationship of Chinese writing to non-Han Chinese languages and cultures. Höllmann explains the inherent complexity of Chinese script, demonstrating why written Chinese expresses meaning differently than oral language and the subtleties of the relationship between spoken word and written text. He explores calligraphy as an art, the early letter press, and other ways of visually representing Chinese languages. Chinese Script also provides handy illustrations of the concepts discussed, showing how ideographs function and ways to decipher them visually.
The Land of the Five Flavors
by Karen Margolis Thomas O. HöllmannWorld-renowned sinologist Thomas O. Höllmann tracks the growth of Chinese food culture from the earliest burial rituals to today's Western fast food restaurants, detailing the cuisine's geographical variations and local customs, indigenous factors and foreign influences, trade routes, and ethnic associations. Höllmann describes the food rituals of major Chinese religions and the significance of eating and drinking in rites of passage and popular culture. He also enriches his narrative with thirty of his favorite recipes and a selection of photographs, posters, paintings, sketches, and images of clay figurines and other objects excavated from tombs.This history recounts the cultivation of what are probably the earliest grape wines, the invention of noodles, the role of butchers and cooks in Chinese politics, and the recent issue of food contamination. It discusses local crop production, the use of herbs and spices, the relationship between Chinese food and economics, the import of Chinese philosophy, and traditional dietary concepts and superstitions. Höllmann cites original Chinese sources, revealing fascinating aspects of daily Chinese life. His multifaceted compendium inspires a rich appreciation of Chinese arts and culture.
The Land of the Five Flavors: A Cultural History of Chinese Cuisine (Arts and Traditions of the Table: Perspectives on Culinary History)
by Thomas O. HöllmannRenowned sinologist Thomas O. Höllmann tracks the growth of food culture in China from its earliest burial rituals to today's Western fast food restaurants, mapping Chinese cuisine's geographical variations and local customs, indigenous factors and foreign influences, trade routes, and ethnic associations. Höllmann details the food practices of major Chinese religions and the significance of eating and drinking in rites of passage and popular culture. He enriches his narrative with thirty of his favorite recipes and a selection of photographs, posters, paintings, sketches, and images of clay figurines and other objects excavated from tombs.Höllmann's award-winning history revisits the invention of noodles, the role of butchers and cooks in Chinese politics, debates over the origin of grape wines, and the causes of modern-day food contamination. He discusses local crop production, the use of herbs and spices, the relationship between Chinese food and economics, the influence of Chinese philosophy, and traditional dietary concepts and superstitions. Citing original Chinese sources, Höllmann uncovers fascinating aspects of daily Chinese life, constructing a multifaceted compendium that inspires a rich appreciation of Chinese arts and culture.
Comparative Federalism: A Systematic Inquiry, Second Edition
by Thomas O. Hueglin Alan FennaComparative Federalism: A Systematic Inquiry, Second Edition is a uniquely comprehensive, analytic, and genuinely comparative introduction to the principles and practices, as well as the institutional compromises, of federalism. Hueglin and Fenna draw from their diverse research on federal systems to focus on four main models—America, Canada, Germany, and the European Union—but also to range widely over other cases. At the heart of the book is careful analysis of the relationship between constitutional design and amendment, fiscal relations, institutional structures, intergovernmental relations, and judicial review. Such analysis serves the dual role of helping the reader understand federalism and providing a comparative framework from which to assess the record of federal systems. The second edition has been extensively revised and updated, taking into account new developments in federal systems and incorporating insights from the growing body of literature in the field. It includes two new chapters, "Fiscal Federalism" and "The Limits of Federalism."
Early Modern Concepts for a Late Modern World: Althusius on Community and Federalism
by Thomas O. HueglinJohannes Althusius (1557-1638) was a political theorist and a combative city politician who defended the rights of small communities against territorial absolutism. He designed a system of politics in which sovereignty would be shared and jointly exercised by a plurality of collectivities, spatial as well as social, on the basis of mutual consent and social solidarity. Early Modern Concepts for a Late Modern World places Althusius in the context of his times and explains the main features of his political thought. It also suggests, perhaps most significantly, why his theories continue to resonate today. Hueglin's use of sources is thorough and scrupulous. He has worked in depth in Germanic scholarship and this access to German-language sources, some of which are almost unknown to the English-speaking world, provides a new interpretation of Althusius' theory. With its emphasis on pluralized governance, negotiated compromise instead of majority rule, and the inclusion of the economic sphere into the political, Althusius' theory belongs to a countertradition in Western political thought. Although it was written at the beginning of the modern age of sovereign politics, it applies to today's search for a post-sovereign system of politics.
Federalism in Canada: Contested Concepts and Uneasy Balances
by Thomas O. HueglinFederalism in Canada tells the turbulent story of shared sovereignty and divided governance from Confederation to the present time with three main objectives in mind. The first objective is to convince readers that federalism is the primary animating force in Canadian politics, and that it is therefore worth engaging with its complex nature and dynamic. The second objective is to bring into closer focus the contested concepts about the meaning and operation of federalism that are at the root of the divide between English Canada and Quebec in particular. The third objective is to give recognition to the trajectory of Canada’s Indigenous peoples in the context of Canadian federalism, from years of abusive neglect to belated efforts of inclusion. The book focuses on the constitution with its ambiguous allocation of divided powers, the pivotal role of the courts in balancing these powers, and the political leaders whose interactions oscillate between intergovernmental conflict and cooperation. This focus on executive leadership and judicial supervision is framed by considerations of Canada’s regionalized political economy and cultural diversity, giving students a compelling and nuanced view of federalism in Canada.
The State in Transition: Challenges for Canadian Federalism
by Brooke Jeffrey Peter Graefe Raffaele Iacovino Thomas O. Hueglin Geoffrey Hale Geneviève Nootens Patrick Fafard Daniel Bourgeois Robert Talbot Jeremy A. Clarke M François Rocher Andrew Bourns France MorrissetteCanadian federalism, as a particular form of political organization for a complex society—with multiple economic, political, geographic, cultural, and national divides—faces important challenges. The political realignment that brought the Conservative Party to power in the last quinquennium has set in motion a significant transformation of the Canadian state and its federal system of governance. The contributors in this collection focus on three recurrent themes: the issues arising from the management of ethno-cultural diversity; the existence of internal nations in Canada (the First Nations and the Quebec nation in Quebec), the presence of linguistic minorities (French and English), and the questions of identity linked to citizenship in a federal context that allows for the presence of multiple loyalties; and the specific challenges raised by globalization and the extension of economic integration, particularly between the United States and Canada. This collection of studies on the role of the state reveals that our understanding of the evolution of the Canadian state, and of the ensuing impact on federalism and federal-provincial relations, is not as complete as it should be.
Jürgen Habermas and the European Economic Crisis: Cosmopolitanism Reconsidered (Routledge Studies in Social and Political Thought)
by Gaspare M. Genna Thomas O. Haakenson Ian W. WilsonThe European Union entered into an economic crisis in late 2009 that was sparked by bank bailouts and led to large, unsustainable, sovereign debt. The crisis was European in scale, but hit some countries in the Eurozone harder than others. Despite the plethora of writings devoted to the economic crisis in Europe, present understandings of how the political decisions would influence the integration project continue to remain vague. What does it actually mean to be European? Is Europe still a collection of peoples that rallied together during good times and then retreat to nationalism when challenges appear? Or has Europe adopted a common identity that would foster solidarity during hard times? This book provides its reader with a fresh perspective on the importance identity has on the functioning of the European Union as exemplified in Jürgen Habermas’ seminal text, ‘The Crisis of the European Union: A Response’. Rather than exploring the causes of the crisis, the contributors examine the current state of European identity to determine the likelihood of implementing Habermas’ suggestions. The contributor’s interdisciplinary approach is organized into four parts and examines the following key areas of concern: Habermas’ arguments, placing them into their historical context. To which degree do Europeans share the ideals Habermas describes as crucial to his program of reform. Influence of Habermas’ cosmopolitanism through religious and literary lenses. Impact of Habermas’ notions in the arenas of education, national economies, austerity, and human rights. Jürgen Habermas and the European Economic Crisis will be read by scholars in the fields of Political Theory and Philosophy, European Politics and Cultural Studies.
Global Insights: People & Cultures
by Mounir A. Farah Et Al Thomas O. FlickemaThe intent of Global Insights is to provide global knowledge and understanding by having the peoples of eight different geographical regions speak for themselves about the elements that have shaped their lives and made them the way they are today. The text is divided into eight units--Africa, China, Japan, India, Latin America, the Middle East, the Commonwealth of Independent States, and Europe.
Manager Redefined
by Stephen D. Harding Thomas O. DavenportIn this book the author explains that managers must build human capital and engender employee engagement by managing them almost not at all, by attending instead to the factors and circumstances that make them successful. In other words, managers must play their role from offstage and out of the limelight. Based on a survey of over 16,000 employees, the author presents Towers-Watson' management performance model: Executing tasks, Building relationships and performance capability, and Energizing change. Additionally, managers must create an atmosphere of authenticity and trust.
Treatment of Pediatric Neurologic Disorders
by Harvey S. Singer Eric H. Kossoff Adam L. Hartman Thomas O. CrawfordThis reference discusses state-of-the-art methods for the management of children with conditions affecting the nervous system-providing over 80 chapters that outline direct, logical approaches to numerous pediatric neurologic disorders using clear tables, algorithms, and figures for quick reference to key material.
Clarissa on the Continent: Translation and Seduction (G - Reference, Information and Interdisciplinary Subjects)
by Thomas O. Beebee"Clarissa" on the Continent defines and explores two strategies of literary translation—creative vs. preservative and strong vs. weak—as they transform one of the most influential English novels. Thomas Beebee compares the two opposing strategies as they influence the French translation of Clarissa by the novelist Antione François de Prévost and the German translation by the Göttingen Orientalist Johann David Michaelis, and in doing so he demonstrates that each translator found authority for his procedure within the text itself. Each translation is also examined in light of Richardson's other writings and placed in its literary and cultural context. This study uses translations in order to interpret Clarissa, to show how the basis for the novel's reception on the Continent was laid, and to explore the differences and interactions among three literary and cultural systems of the eighteenth century. The close examination of these two important translations enable the formulation of not only a theory of creative vs. preservative translation but also the interconnections between literary theory and translation theory. Beebee also looks at later translations of Clarissa as products of literary and historical change and at Prévostian strategies of the novel.
Transmesis
by Thomas O. BeebeeThe concept of transmesis refers to the depiction of translation and translators within fictional texts. The term's metaphorical conjunction of mimesis with translation suggests both the mimetic treatment of items in the black box, i. e. of those aspects of translation that translations as 'finished' products conceal, and also the question of how to represent language and multilingual realities in literature. Thomas O. Beebee examines and compares examples of transmesis across a wide variety of languages, cultures, and historical periods.
The Cryptorchid Testis
by Brooks A. Keel Thomas O. AbneyCurrent knowledge concerning both morphological and functional cryptorchid-related alterations in the various testicular compartments is summarized in this valuable new publication. Damage to the germinal epithelium and resulting infertility in both humans and experimental animals as well as the degree of damage to the different stages of germ cell development is discussed. In addition, information concerning hormonal therapy and orchidopexy to reverse cryptorchid-related damage is provided. Morphological alterations in Sertoli and Leydig cells is discussed in terms of cellular hypertrophy and hyperplasia, alterations in organelle number and characteristics as well as changes in cell-cell junctional complexes. Changes in Sertoli cell and Leydig cell function, including gonadotropin binding, steroidogenesis and other metabolic alterations is also outlined,as well as the influence of altered testicular function on subsequent hypothalamic-pituitary changes. Vascular disruption, the potential role of paracrine substances and direct thermal damage, all of which may be responsible for the resulting detrimental changes in one or more testicular compartments, are considered.
Getting Biodiversity Projects to Work: Towards More Effective Conservation and Development
by Mcshane Thomas O. Michael P. WellsThis book explores both the theoretical and practical underpinnings of integrated conservation and development. It synthesizes existing experience to better inform conservationists and decision makers of the role ICDPs play in conservation and management and analyzes their successes and shortcomings.
Early Medieval Exegesis in the Latin West: Sources and Forms
by Thomas O'LoughlinOne of the significant developments in scholarship in the latter half of the twentieth century was the awareness among historians of ideas, historians of theology, and medievalists of the importance of the Christian scriptures in the Latin Middle Ages. In contrast to an earlier generation of scholars who considered the medieval period as a ’Bible-free zone’, recent investigations have shown the central role of scripture in literature, art, law, liturgy, and formal religious education. Indeed, to understand the Latin Middle Ages one must understand the value they placed upon the Bible, how they related to it, and how they studied it. However, despite the new emphasis on the Bible’s role and the place of exegesis in medieval thought, our detailed understanding is all too meagre - and generalisations, often imagined as valid for a period of close to a millennium, abound. How the Scriptures were used in one pursuit (formal theology for example relied heavily on ’allegory’) was often very different to the way they were used in another (e.g. in history writing was interested in literal meanings), and exegesis differed over time and with cultures. Similarly, while most medieval writers were agreed that there were several ’senses’ within the text, the number and nature varied greatly as did the strategies for accessing those meanings. This collection of fifteen articles, concentrating on the early Latin middle ages, explores this variety and highlights just how patchy has been our understanding of medieval exegesis. We now may be aware of the importance of the Bible, but the task of studying that phenomenon is in its infancy.
Tipers: Sensemaking Tasks For Introductory Physics (Pearson Series In Educational Innovation: Student Resources For Physics Ser.)
by David Maloney C. Hieggelke Steve Kanim Thomas O'KumaTIPERs: Sensemaking Tasks for Introductory Physics gives introductory physics students the type of practice they need to promote a conceptual understanding of problem solving. This supplementary text helps students to connect the physical rules of the universe with the mathematical tools used to express them. The exercises in this workbook are intended to promote sensemaking. The various formats of the questions are difficult to solve just by using physics equations as formulas. Students will need to develop a solid qualitative understanding of the concepts, principles, and relationships in physics. In addition, they will have to decide what is relevant and what isn’t, which equations apply and which don’t, and what the equations tell one about physical situations. The goal is that when students are given a physics problem where they are asked solve for an unknown quantity, they will understand the physics of the problem in addition to finding the answer.
Waiting to Derail: Ryan Adams and Whiskeytown, Alt-Country's Brilliant Wreck
by Thomas O'KeefeLong before the Grammy nominations, sold-out performances at Carnegie Hall, and Hollywood friends and lovers, Ryan Adams fronted a Raleigh, North Carolina, outfit called Whiskeytown. Lumped into the burgeoning alt-country movement, the band soon landed a major label deal and recorded an instant classic: Strangers Almanac. That's when tour manager Thomas O'Keefe met the young musician. <p><p> For the next three years, Thomas was at Ryan's side: on the tour bus, in the hotels, backstage at the venues. Whiskeytown built a reputation for being, as the Detroit Free Press put it, "half band, half soap opera," and Thomas discovered that young Ryan was equal parts songwriting prodigy and drunken buffoon. Ninety percent of the time, Thomas could talk Ryan into doing the right thing. Five percent of the time, he could cover up whatever idiotic thing Ryan had done. But the final five percent? Whiskeytown was screwed. <p> Twenty-plus years later, accounts of Ryan's legendary antics are still passed around in music circles. But only three people on the planet witnessed every Whiskeytown show from the release of Strangers Almanac to the band's eventual breakup: Ryan, fiddle player Caitlin Cary, and Thomas O'Keefe. Packed with behind-the-scenes road stories, and, yes, tales of rock star debauchery, Waiting to Derail provides a firsthand glimpse into Ryan Adams at the most meaningful and mythical stage of his career.
Evidence-based Practice for Social Workers: An Interdisciplinary Approach, Second Edition
by Thomas O'HareIn Evidence-Based Practice for Social Workers, Thomas O'Hare strikes a pragmatic balance between flexibility and adherence to empirical guidelines in performing routine assessments, interventions, and evaluations. The purpose of this book is to address the need for a framework guided by thebest evidence to help practitioners who work with clients with difficult and complex psychosocial issues. This fully updated text is a comprehensive guide to applying effective interventions for children, adolescents, and adults experiencing various mental health disorders and problems in living. O'Hare show readers how to combine human behavior knowledge with an analysis of individual clients' needs toconduct accurate assessments, tailor intervention plans, and successfully implement treatment and evaluation in everyday practice.
Stacking the Deck
by Bryan Berg Thomas O'DonnellWritten by the holder of several Guinness World Records for cardstacking, this is the first complete, fully illustrated guide to the art of building mind-boggling, multilevel structures with ordinary playing cards. In Stacking the Deck, Bryan Berg reveals the secret to successful cardstacking with his simple four-card-cell structure and expanded grid techniques. Using illustrations and step-by-step instructions, he guides readers on to more elaborate -- and incredibly strong -- creations. He covers a wide range of architectural styles, from classic to whimsical, and various types of structures, including pyramids, shrines, stadiums, churches, an oil derrick, and even the Empire State Building. Since first setting the height record in 1992, Bryan's built awe-inspiring card models of a Japanese shrine, the Iowa State Capitol building, Ebbets Field, and his latest tower, which is more than twenty-five feet tall! This book includes photographs of some of these amazing pieces, illustrating just how appealing and enduring a "house of cards" can be. Stacking the Deck will inspire everyone from youngsters experimenting with their first deck of cards to adults, who can create their own private skyscrapers. Once you've read Stacking the Deck, you'll never look at a deck of cards the same way again.