Bøker av Alan Williams

In nearly all sectors- especially those that are service related- anew business agenda is emerging that is changing the landscape of customer experience and making traditional approaches no longer relevant. Customers are increasingly making choices based on emotion rather than rationale, and their thoughts and feelings can be shared to millions, instantly, in our super-connected world. Furthermore, brands are no longer owned by organizations, but co-owned with customers, employees, service partners and investors. And employees themselves want a sense of meaning and fulfilment from the companies they represent. There has been a general shift from a product-based economy to an experience-based one. For companies, the role of its customers and employees as ambassadors is of huge importance today. In short, the successful organization of tomorrow will deliver a customer experience that reinforces a sense of shared values with customers and stakeholders. This book defines a unique a fresh approach to the design, implementation and development of customer experience strategy in any organization

ROOM SERVICE For about ten years, Miles Farrington had known that his wife, Brenda, had been unfaithful to him. He had not done anything about it. He had not had affairs withother women. He devoted himself to business, to his hobbies and to philanthropy, and he tried to convince himself that he was leading a full life. But the time had come when he could no longer evade the issue. His friends were telling him about Brenda's affair. She was being openly, boastfully, adulterous and Miles realized that he was a fool, not a saint, in the eyes of the world. Something would have to be done. It would have to be something involving action,direct action...

With up-to-date case studies of real-world businesses, this fully updated OCR GCSE (9-1) Business Student Textbook will help your students respond to exam questions with confidence, demonstrating how they can structure their answers for maximum impact. This Student Textbook includes:- Fully up-to-date exam questions, with 25% more practice questions and increased practical support for tackling different question types- More exam tips and advice, with examiner commentary showing how students should approach exam questions- Real-world case studies, new and updated, to reflect the developments in e-commerce and the impact of recent global and political developments- Quick knowledge-recall questions throughout the book to help students check understanding, and for teachers to use in assessment

A Thoroughly Updated Guide to the Design of Steel Structures This comprehensive resource offers practical coverage of steel structures design and clearly explains the provisions of the 2015 International Building Code, the American Society of Civil Engineers ASCE 7-10, and the American Institute of Steel Construction AISC 360-10 and AISC 341-10. Steel Structures Design for Lateral and Vertical Forces, Second Edition, features start-to-finish engineering strategies that encompass the entire range of steel building materials, members, and loads. All techniques strictly conform to the latest codes and specifications. A brand new chapter on the design of steel structures for lateral loads explains design techniques and innovations in concentrically and eccentrically braced frames and moment frames. Throughout, design examples, including step-by-step solutions, and end-of-chapter problems using both ASD and LRFD methods demonstrate real-world applications and illustrate how code requirements apply to both lateral and vertical forces. This up-to-date Second Edition covers: Steel Buildings and Design Criteria Design Loads Behavior of Steel Structures under Design Loads Design of Steel Beams in Flexure Design of Steel Beams for Shear and Torsion Design of Compression Members Stability of Frames Design by Inelastic Analysis Design of Tension Members Design of Bolted and Welded Connections Plate Girders and Composite Members Design of Steel Structures for Lateral Loads

This book describes the struggles that were endured by our family, arriving in the late 1950s and not knowing Manchester but immediately falling in love with Moss Side.

Fully up-to-date with the very latest SQA course and assessment changes. This replaces the older Higher Computing Science Enhanced Edition Study Guide.

How companies can improve customer service and enhance brand loyalty through their employees.

The Daylight Thief is a piece of historical fiction inspired by actual events.

New Edition with completely up-to-date course and assessment content based on SQA changes in April 2017

By authors with a wide range of experience helping individuals and companies to reach their full potential. Attractively designed Moleskin-like notebook, illustrations and supported by online tools. How to be the best version of you and live life with purpose and fulfilment.

A BrightRED study guide perfect for students of National 4 Computing Science.

Recognizing that all medieval and modern attempts to 'explain' the "Masnavi" have been based on an examination of its teachings, the author shows that those who have tried to find the key to its message in its separate themes have had little success.

Identifies and analyses the primary issues facing the modern international airport, and their role in a global economy. This book examines the modern international airport and its process of integration into the larger global economy. It is useful for students engaged in the study of aviation management, aviation economics and economic geography.

The emergence of China as a future major participant in international aviation raises some interesting questions, especially from a strategic policy perspective. This book explores the political, economic and strategic issues raised by the inevitable tension between the domestic and international aspects of Beijing's civil aviation strategy.

Republic of Images traces the evolution of French filmmaking from 1895-the year of the debut of the Cinematographe in Paris-to the present day. Alan Williams offers a unique synthesis of history, biography, aesthetics and film theory. He captures the formal and stylistic developments of film in France over nearly one hundred years.

A collection of essays -- early seminal works as well as freshinterpretations -- on the famous German expressionist film,Metropolis.