Why did this happen? Based on extensive research, including transcripts of FBI-wiretap conversations, Fallen Angel is an insightful account of a remarkable man and the extraordinary events surrounding him: this is the real story of Rajat Gupta, an orphaned immigrant from India who managed to reach dizzying heights in the US corporate sector. Although the verdict is out, the mystery remains: several jury members were in tears after delivering the verdict, and nearly everyone who has known Gupta believes he is innocent so what really happened? With its almost thriller-like cast of real-life characters, Fallen Angel is a page-turner that explores the complex layers of this human drama.

    

    He received his Ph.D. at the Wharton School, University of Pennsylvania. Kyungmook Lee is Professor of Organizational Behavior and Human Resource Management at Seoul National University Business School where he currently serves as Senior Associate Dean for academic affairs. He received his Ph.D. at the Wharton School, University of Pennsylvania.

    It covers every aspect of call center management - service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, strategy and key enabling technologies - in a format that is well-organized and easy to understand. The updated and expanded edition contains important new information, including: Trends in customer expectations; Best practices in performance reports and objectives; How to create an effective customer access strategy appropriate for today's environment; How to manage multichannel contacts with quality; New technologies, and how they're changing customer contact services; Improving the call center's strategic impact and ROI; New case studies and examples from Wells Fargo, Starbucks, Aetna and many others.

    The remarkable story of the brand that was able to pull off the near-impossible challenge of integrating itself into the food habits of a nation strongly habituated to eating indigenous sweets is recounted here. It is a behind-the-scenes look at the Cadbury Dairy Milk journey in India over the last six decades.

    This encouraging change not only has benefited veterans but also provides a blueprint for salvaging America's own deeply troubled healthcare system. "Best Care Anywhere" shows how a government bureaucracy, working with little notice, is setting the standard for best practices and cost reduction while the private sector is lagging in both areas. Author Phillip Longman challenges conventional wisdom by explaining exactly how market forces work to lower quality and raise prices in the healthcare sector, and how U.S. medical practices have a weak basis in science. The book, expanded from a widely praised article in the "Washington Monthly," mixes hard facts with author Philip Longmans' compelling human story of the loss of his wife to cancer. Part manifesto, part moving memoir, "Best Care Anywhere" offers new hope for addressing a major problem of contemporary society that affects all of us.

    

    Administered off-label in small daily doses (0.5 to 4.5 mg), this generic drug is extremely affordable and presents few known side effects. So why has it languished in relative medical obscurity? The LDN Book explains the drug’s origins, its primary mechanism, and the latest research from practicing physicians and pharmacists as compiled by Linda Elsegood of The LDN Research Trust, the world’s largest LDN charity organization with over 19,000 members worldwide. Featuring ten chapters contributed by medical professionals on LDN’s efficacy and two patient-friendly appendices, The LDN Book is a comprehensive resource for doctors, pharmacists, and patients who want to learn more about how LDN is helping people now, and a clarion call for further research that could help millions more.

    No other country in the world matches America’s creative drive and its ability to turn innovative ideas into revolutionary products–from antilock brakes and steel-belted radial tires to sophisticated software and microprocessors. But as fast as we introduce new products, we lose the markets we establish to countries that know how to manufacture higher quality versions for less money. As Japanese and European firms win market share by concentrating on quality, America is continually forced to rely on innovation to stay ahead. In The Ice Cream Maker, Chowdhury uses a simple story to illustrate how businesses can instill quality into our culture and into every product we design, build, and market. The protagonist of the story is Peter Delvecchio, the manager of a regional ice cream company, who is determined to sell its ice cream to a flourishing national grocery chain, Natural Foods. In conversations with the Natural Foods manager, Peter learns how the extraordinarily successful retailer achieves its renowned high standard of excellence, both in the services it provides its customers and in the foods it manufactures and sells. Quality, he discovers, must be the mission of every employee; by learning to listen, enrich, and optimize, he can encourage and sustain the highest levels of quality in everything the company does.Like Fish! and Who Moved My Cheese? The Ice Cream Maker offers an essential and universal lesson about one of industry's foremost challenges in a thoroughly engaging style. For managers and executives, small business owners and entrepreneurs, The Ice Cream Maker is a compelling, eye-opening guide to the most effective ways to achieve excellence and become industry leaders on the global stage.

    Vaitheeswaran co-founded India’s first e-commerce company. Yet, years later, when e-commerce was exploding in India—despite enjoying first-mover advantage—Indiaplaza shut down. What went wrong? Lack of funding? Wrong strategies? Or was it ‘something else’?For the first time ever, Vaitheeswaran reveals that it was indeed something else—a set of inexplicable events that destroyed what could have been a profitable business (an extreme rarity among technology start-ups). He bares his extraordinary trials and tribulations while dealing with business failure and the impossible pressures that can threaten entrepreneurs in India. Coming at the back of stories of young start-ups raising billions of dollars in funding and creating unicorns in just a few years, as well as the recent setbacks in the e-commerce industry, Failing to Succeed delves deep into the dark side of starting up and its myriad pitfalls.Filled with interesting anecdotes, tongue-in-cheek observations, amazing customer insights, hard-hitting predictions and behind-the-scenes industry happenings, this book is an extraordinary unravelling of the challenges facing technology start-ups in India. It is a must-read for aspiring entrepreneurs, investors, industry professionals or business school students, and anyone interested in India’s start-up ecosystem.A powerful narration, Failing to Succeed is eventually about finding ways to move forward and succeed despite failures...

    Hurley chronicles today’s diabetes epidemic—how the disease has grown so dramatically, why the American Diabetes Association focuses its attention on just a small handful of available treatments, and why the research being done today doesn’t look beyond accepted types of treatments. Just as Eric Schlosser’s Fast Food Nation uncovered the sordid details leading to an epidemic of obesity, Dan Hurley uncovers the hidden truths of what is being researched—and even more importantly, what is not. Diabetes Rising explores both Type 1 and Type 2 diabetes, one of the leading causes of deaths in the United States. With ground-breaking research and compelling stories seen through an investigative, historical, and narrative lens, Diabetes Rising couples big-picture insight with intimate reporting. The book yields riveting insight into the struggle between the pervasive malady and the medical community’s ongoing search for answers. Informed but not dominated by the author’s own experience as a Type 1 diabetic, Diabetes Rising grants exclusive access to new studies, innovative treatments, and determined patients. Hurley’s sharp, entertaining, and provocative read will change how readers understand diabetes, and the cultures, conditions, and medical climates in which it thrives.

    

    It provides a revolutionary wellbeing programme for the millions of people seeking a simple, natural lifestyle change to help ease the pain of their debilitating digestive disorders.

    However, he has discovered that "being successful" is only part of life's challenge. Success is very often a short-lived high. People arrive at the goal line in life, look into the end zone and discover that it contains many of the things that money will buy, but it contains very little of what money won't buy. Zig believes that yes, success is worth it, but it is not enough. The next step is to move from success into significance. In A View from the Top Zig will teach you: to bring in spiritual dimention in all areas of your life the power of giving others a hand up, not just a hand out to make radical changes with minute steps to develop a wall of gratitude to combine your mission and your vision A View from the Top will help you achieve success and significance, so when you reach the top you'll find the view simply magnificent.

    The year is 2005. A highly infectious, unidentified Ebola-like virus is sweeping through the slums and villages of northern Angola. Within months, more than 200 people have died, medical services have collapsed and aid workers are on the brink of exhaustion. At 23, Peter Apps was just starting out as a foreign correspondent when Reuters sent him into the heart of the outbreak to get the story. In “Before Ebola: Dispatches from a Deadly Outbreak” Apps recalls in vivid, unflinching detail the horrors of life in a hot zone, the compassion of those trying to contain it, and how a terrified young journalist came of age in a time of almost unbearable crisis. Peter Apps is a global defense correspondent for Reuters news, currently dividing his time between London and Washington, D.C. In September 2006, Apps broke his neck in a minibus crash while covering the Sri Lankan civil war, leaving him largely paralyzed from the shoulders down. Cover design by Kristen Radtke.