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This Is Service Design Doing
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 disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You'll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success.
Ascension
Being a Jew in Germany can be a dangerous thing... Fear prompts Konrad Wengler to put his faith aside and try desperately to forget his heritage. After fighting in the Great War, he's wounded and turns instead to law enforcement in his tiny Bavarian hometown. There, he falls under the spell of the fledgling Nazi Party. He joins the Party in patriotic fervour and becomes a Lieutenant of Police and Schutzstaffel (SS). In the course of his duties as policeman, Konrad offends a powerful Nazi official who starts an SS investigation. War breaks out. When he joins the Police Battalions, he's sent to Poland and witnesses there firsthand the atrocities being committed upon his fellow Jews. Unknown to Konrad, the SS investigators have discovered his origins and follow him into Poland. Arrested and sent to Mauthausen Concentration Camp, Konrad is forced to face what it means to be a Jew and fight for survival. Will his friends on the outside, his wife and lawyer, be enough to counter the might of the Nazi machine?
This is Service Design Thinking
This book, assembled to describe and illustrate the emerging field of service design, was brought together using exactly the same co-creative and user-centred approaches you can read and learn about inside. The boundaries between products and services are blurring and it is time for a different way of thinking: this is service design thinking. A set of 23 international authors and even more online contributors from the global service design community invested their knowledge, experience and passion together to create this book. It introduces service design thinking in manner accessible to beginners and students, it broadens the knowledge and can act as a resource for experienced design professionals.
The Nocturnist
The Nocturnist By: James Steele MD Spanning both generations and continents, The Nocturnist takes the reader on a fast-moving tale of intrigue. It begins in pre-World War II Germany with Dr. Jakob Schneider. He cares for patients who can’t afford to pay him and he helps those who cannot protect themselves. Dr. Eric Schneider is a Denver surgeon in the mid-1980s. Unfortunately, he’s facing a lawsuit… just as his son has been diagnosed with cancer. How does Eric deal with the medical malpractice suit? What happens with his son’s cancer? A tale of intrigue and suspense, The Nocturnist is one not to be missed.
Riesling Rediscovered
"An authoritative reference that explores the range of practices and styles for making dry Riesling wines in Germany and globally (e.g. Alsace, Australia, Austria, Alto Adige, New Zealand, New York's Finger Lakes, Washington, etc.). Haeger delves into how history, law, geography, viticulture and winemaking techniques influence dry Riesling's expression worldwide. He mostly omits discussion of sweet Riesling"--Provided by publisher.
Language Choices
This volume concerns various aspects of the theory and application of language conflict phenomena seen from an interdisciplinary perspective. The focus is on linguistic, social, psychological and educational issues (conditions, constraints and consequences) involved in the status and use of languages in multilingual settings. The book is divided into four sections, which deal with: theoretical issues - such as the nature of the concepts of language maintenance; language policy and language planning; attitudes towards languages; and codeswitching and language choice.
Mapping Experiences
Customers who have inconsistent experiences with products and services are understandably frustrated. But it's worse for organizations that can't pinpoint the causes of these problems because they're too focused on processes. This updated book shows your team how to use alignment diagrams to turn valuable customer observations into actionable insight. With this powerful technique, you can visually map existing customer experience and envision future solutions. Designers, product and brand managers, marketing specialists, and business owners will discover how experience diagramming helps you determine where business goals and customer perspectives intersect. Armed with this insight, you can p...
Politics and Reformations: Histories and Reformations
These twenty-three essays, presented by students, colleagues, and friends to Thomas A. Brady, Jr., the Sather Emeritus Professor of History at the University of California at Berkeley, explore the historiographies of the Reformation from the fifteenth century to the present and study the social and cultural history of religion from the sixteenth to eighteenth centuries, especially in Germany but also in Switzerland, the Netherlands, and colonial Mexico. Contributors include: Dean Bell, Peter Blickle, Christoph Burger, Roger Chickering, Constantin Fasolt, Kaspar von Greyerz, Bernd Hamm, Craig Harline, Joel Harrington, Susan Karant-Nunn, Greta Kroeker, Amy Leonard, Marc Lienhard, Terence McInt...
Memories of the Classical Underworld in Irish and Caribbean Literature
Classical Memories is an intervention into the field of adaptation studies, taking the example of classical reception to show that adaptation is a process that can be driven by and produce intertextual memories. I see ‘classical memories’ as a memory-driven type of adaptation that draws on and reproduces schematic and otherwise de-contextualised conceptions of antiquity and its cultural ‘exports’ in, broadly speaking, the twentieth and twenty-first centuries. These memory-driven adaptations differ, often in significant ways, from more traditional adaptations that seek to either continue or deconstruct a long-running tradition that can be traced back to antiquity as well as its canoni...
Transforming Higher Education With Human-Centred Design
Encouraging a collaborative and thoughtful approach to the wicked problems facing higher education (HE), this book is a showcase of pioneering educators who believe that well-designed education is good for everyone - learners, teachers, education administrators, the learning organisation and the world. Through case studies, thought pieces and practical advice, this book takes a fresh look at the application of Design Thinking and Service Design in a variety of university contexts. Human-centred design perspectives show up the fact that decades of rhetoric about student-centred learning have often left the student still effectively marginalised from change processes. The reader will encounter...
