How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You'll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disci...

From academic writing to personal and public discourse, the need for good arguments and better ways of arguing is greater than ever before. This timely fifth edition of A Rulebook for Arguments sharpens an already-classic text, adding updated examples and a new chapter on public debates that provides rules for the etiquette and ethics of sound public dialogue as well as clear and sound thinking in general.

Updated and revised, this bestselling textbook provides a broad introduction to the welfare of animals large and small, farm and companion, wild and zoo. It retains the popular features of the previous editions, covering key issues such as ethics, animal pain and injury, health and disease, social conditions and welfare dilemmas and problems.

Big Data, Big Dupe" is a little book about a big bunch of nonsense. The story of David and Goliath inspires us to hope that something little, when armed with truth, can topple something big that is a lie. This is the author's hope.

While others have written about the dangers of Big Data, Stephen Few reveals the deceit that belies its illusory nature. If "data is the new oil," Big Data is the new snake oil. It isn't real.

It's a marketing campaign that has distracted us for years from the real...

Heldere teksten opbouwen, je woordenschat vergroten, spellings- en grammaticaregels goed toepassen. Alles wat je over de Nederlandse taal wilt leren vind je in NU Nederlands. Deze mbo-methode bereidt je doelgericht voor op het centraal examen en het instellingsexamen.

Ecodesign wordt bij de implementatie van de circulaire economie gezien als een van de cruciale hefbomen voor succes. Met dit boek bieden de auteurs inzicht in het vakgebied ecodesign en de relatie met de circulaire economie en moedigen ze ontwerpers aan om duurzame producten te ontwikkelen.

Ecodesign staat voor het integreren van ecologie in het ontwerpproces van alle mogelijke producten, gaande van speelgoed, verpakkingen, huis-tuin-en-keukenproducten tot technische producten zoals vorklifte...

The renowned Oxford Chemistry Primers series, which provides focused introductions to a range of important topics in chemistry, has been refreshed and updated to suit the needs of today's students, lecturers, and postgraduate researchers. The rigorous, yet accessible, treatment of each subject area is ideal for those wanting a primer in a given topic to prepare them for more advanced study or research. Moreover, cutting-edge examples and applications throughout the texts show the relevance of...

Improve your understanding of phrasal verbs in English. Explanations and practice of approximately 1,000 phrasal verbs, written for advanced-level (C1 to C2) learners of English. Perfect for both self-study and classroom activities.

Learn phrasal verbs in context, with lots of different topics, including 'Lectures and seminars', 'Agreeing' and 'Social life'. Be confident about what you are learning, thanks to Cambridge research into how English is really spoken and written, and get better at ...

First published just over 50 years ago and now in its Eighth Edition, Bill Hayt and John Buck's Engineering Electromagnetics is a classic text that has been updated for electromagnetics education today. This widely-respected book stresses fundamental concepts and problem solving, and discusses the material in an understandable and readable way. Numerous illustrations and analogies are provided to aid the reader in grasping the difficult concepts.

In addition, independent learning is facilitat...

Taking cues from popular number sense and reasoning routines, this book gives you the rundown on how to engage in five different daily 5-10 minute routines, all of which include content-specific examples, extensions, and variations of each for algebra, functions, geometry, and data analysis.