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Developing New Services
The voice of the customer has long been recognized as an important driver for successful businesses. Likewise, there is a great deal of information on the benefits of quality function deployment and how it can revitalize an organization. But little has been written that connects the two together effectively to create a full understanding and show a process for effectively integrating the two disciplines. This is the focus of Developing New Services: Incorporating the Voice of the Customer into Strategic Service Development, which explains how to incorporate the voice of the customer into product and service development and uses the results to guide strategic planning for the organization. The book focuses on the service industries, providing expert examples from a variety of businesses such as healthcare, government, banking, education, and the hospitality industries. The authors’ experience as seasoned consultants and instructors is evident in the many real-world examples, exercises, and figures. Developing New Services is ideal for managers who are responsible for developing and improving services, and is also an ideal textbook for management students.
Mount Washington Transit Tunnel Disaster, The
"On Christmas Eve 1917, an overcrowded, out-of-control streetcar exited the Mount Washington tunnel, crashing into pedestrians. Twenty-three were killed and more than eighty injured in the worst transit incident in Pittsburgh history. The crash scene on Carson Street was chaotic as physicians turned the railway offices into a makeshift hospital and bystanders frantically sought to remove the injured and strewn bodies from the wreckage. Most of the victims, many women and children, were from the close-knit neighborhoods of Knoxville, Beltzhoover and Mount Oliver. In the aftermath, public outrage over the tragedy led to criminal prosecution, civil suits and the bankruptcy of the Pittsburgh Railways Company, which operated the service. Author Mary Jane Kuffner Hirt explores the tragic history of the Mount Washington transit tunnel disaster"--Back cover.
The Isensee Family and Their Descendants, 1799-2001
Heinrich Hennig Julius Isensee was born in 1799 in Buchtenkirchen, Wittmar, Germany. He married Elizabeth Butenkiel. They had three children. They emigrated in 1846 and settled in Texas. He died in 1847 in Indianola, Texas. Descendants and relatives lived mainly in Texas.
