There was atime when this revered organization ranked among the lowest in the country in this area. Within ten years, however, it had climbed to among the highest and has emerged as the thought leader in the space.How did Cleveland Clinic turn itself around so effectively and so quickly?More important, how can you do the same with your organization?In gripping, visceral, on-the ground fashion, Service Fanatics reveals the strategies and tactics the Clinic applied to become one of today's leading patient-experience healthcare organizations--methods that seamlessly translate to any business seeking to improveits customer experience. This strategic guide covers:How the Clinic's leaders redefined the concept of patient experience and developed a strategy to improve itCritical lessons learned regarding organization, recruitment, training, and measuring service excellenceWays in which the Clinic aligned its entire workforce around its Patients First strategyHow leaders improved the critical element of physician communicationRather than view patients simply as sick people who need treatment, Cleveland Clinic sees them also as important stakeholders in the organization's success. Patients are customers--who desire, pay for, and deserve the best possible care and experience during what is often a challenging time in their lives.Featuring customer service case studies, as well as invaluable insight from C-level executives at top corporations in various industries, Service Fanatics provides actionable lessons for any manager and business leader beyond healthcare.Whether you run a healthcare institution, nonprofit, or for-profit business, Service Fanatics will help you create the kind of customer experience that promises to transform your organization into an industry powerhouse.

    This book picks you up at the very beginning and guides you through the foundations of algebra using lots of examples and no-nonsense explanations. Each chapter contains well-chosen exercises as well as all the solutions. No prior knowledge is required. Topics include: Exponents, Brackets, Linear Equations and Quadratic Equations. For a more detailed table of contents, use the "Look Inside" feature. From the author of "Great Formulas Explained" and "Physics! In Quantities and Examples".

    . . and killing themThey were crimes that grabbed headlines around the world and stunned America. Four women dead, their bodies charred and horribly mutilated. Now Dennis McDougal, acclaimed author of the spellbinding true crime tour de force Mother's Day, brings his considerable investigative and narrative skills to the Yosemite murders to give you the most complete account of what really happened. Drawing on several personal conversations with the confessed killer and interviews with the victims' families, McDougal presents the definitive story, and answers many lingering questions. What demons drove this quiet handyman and nudist colony habitue to burn, mutilate, and murder four women he didn't even know?  How did he overpower a woman and two teenaged girls?  And most disturbing, did the glory-seeking FBI actually hinder the investigation, leaving the killer free to kill once more before he was caught?THE YOSEMITE MURDERS offers valuable insight into these savage and senseless murders in the heart of America's most beautiful wilderness.

    The most trusted sources in the auto industry have called its Model S the most advanced, safest and best-performing car ever built - and it doesn’t use a drop of gasoline. Tesla has changed the way the public perceives electric vehicles, and inspired the major automakers to revive their own dormant efforts to sell EVs. However, even amidst the avalanche of media coverage that followed the triumph of the Model S, few have grasped the true significance of what is happening. Tesla has redefined the automobile, sparked a new wave of innovation comparable to the internet and mobile computing revolutions, and unleashed forces that will transform not just the auto industry, but every aspect of society. The Tesla story is one part of an ongoing tide of change driven by the use of information technology to eliminate “friction” such as geographic distance, middlemen and outdated regulations. Tesla is simply applying the new order to the auto industry, but the automobile is such a pervasive influence in our lives that redefining how it is designed, built, driven and sold will have sweeping effects in unexpected areas. Just as Tesla built the Model S as an electric vehicle “from the ground up,” it has taken an outsider’s approach to the way it markets its cars. Its direct sales model has drawn legal challenges from entrenched auto dealers, who fear that their outdated business model will be destroyed. Its systems approach to the software and electronics in its cars has highlighted how far behind the technological times the major automakers are. It’s easy to see why readers find Tesla irresistible. CEO Elon Musk is a superstar entrepreneur, a “nauseatingly pro-US” immigrant and the leader of two other cutting-edge companies. Tesla dares to challenge the establishment behemoths and, so far at least, has handily beaten them at their own game. In this history of the 21st century’s most exciting startup, Charles Morris begins with a brief history of EVs and a biography of Tesla’s driving force, Elon Musk. He then details the history of the company, told in the words of the Silicon Valley entrepreneurs who made it happen. There are many fascinating stories here: Martin Eberhard’s realization that there were many like himself, who loved fast cars but wanted to help the environment and bring about the post-oil age; the freewheeling first days, reminiscent of the early internet era; the incredible ingenuity of the team who built the Roadster; Tesla’s near-death experience and miraculous resurrection; the spiteful split between the company’s larger-than-life leaders; the gloves-off battles with hostile media such as Top Gear and the New York Times; and the media’s ironic about-face when the magnificent Model S won the industry’s highest honors, and naysayers became cheerleaders overnight. And the story is just beginning: Tesla has breathtakingly ambitious plans for the future.This book was updated May 1, 2015 to include the latest on the Gigafactory and the D package.

    Decades ago, astronauts brought back 850 pounds of rocks from their lunar journeys; the U.S. gave some away as “goodwill” gifts to the world’s nations. Over time, many of them disappeared, stolen or lost in the aftermath of political turmoil, and offered for millions on the black market. Gutheinz, first as a NASA investigator and then the leader of a intrepid group of students, has dedicated his life to getting them back. Author Joe Kloc tells a wild story of geopolitics, crime, science, and one man’s obsession with keeping the moon out of the wrong hands.

    Originally marked out by eye and later by use of a stretched cord, in time these forms came to be made with the simple tools of ruler and compass.This small book introduces the origins and basic principles of geometric constructions using these ancient tools, before going on to cover dozens of geometric forms, from practical fundamentals to more challenging constructions.

    Rejecting the idea that we should live in fear, suffer silently, or medicate ourselves unnecessarily through this hormonal shift, Mathews set out to get answers and advice from the medical establishment, alternative therapists, and her many friends in the midst of "the change." When she launched the Megs Menopause website, it quickly became the trending online destination for pre- and menopausal women all over the world.Now, in The New Hot, Mathews offers the results of all her research and discussions: the latest information about hormone treatments (hormone replacement therapy and bioidentical hormone therapy), her best tips and techniques for coping with menopausal symptoms (there are officially thirty-four possible symptoms; Mathews has dealt with thirty-two!), and dishy, girlfriend-to-girlfriend advice about what to really expect when you're aging. Entertaining, stylish, and informative, The New Hot will be the resource women everywhere are talking about, learning from, and recommending to one another.

    It deals with one powerful obsession that preoccupied Escher: what he called "the regular division of the plane," the puzzlelike interlocking of birds, fish, lizards, and other natural forms in continuous patterns. Schattschneider asks, "How did he do it?" She answers the question by analyzing Escher's notebooks." Visions of Symmetry includes many of Escher's masterworks, as well as hundreds of lesser-known examples of his work. This new edition also features a foreward and an illustrated epilogue that reveals new information about Escher's inspiration and shows how his ideas of symmetry have influenced mathematicians, computer scientists, and contemporary artists.

    Paul Kalanithi. As he nears the end of his 7-year residency he gets the report no one wants, cancer. Now his forty-year plan is scrapped. The hopes and dreams he and Lucy, his wife, have held to are dramatically altered. In this book you will find the story of a man that seeks out truth and meaning in a very detailed way. From his undergraduate literary pursuits to his combined goal of neuroscience and surgery Dr. Kalanithi desires to connect meaning to every aspect of human life. As cancer becomes his story the reader will see the emotional decisions made about starting a family and continuing his beloved career. Dr. Kalanithi begins to see how his care for his patients would be altered as he experiences the treatments himself. Through every emotion Paul and Lucy share the love for each other and life. Inside this SUMMARY READS Summary & Highlights of When Breath Becomes Air: Summary of Each Chapter Highlights (Best Quotes) BONUS: Critics Corner BONUS: Free Report about The Tidiest and Messiest Places on Earth - http: //sixfigureteen.com/messy.

    As panicked motorists swerved out of her way, she continued for almost two miles. Blowing horns, flashing lights, and waving arms did nothing to deter her. Rounding a curve in the road, she rocketed head on into an oncoming SUV. The vehicles seemed to explode as they hit. The minivan plunged downhill and burst into flames as the SUV was pushed across two lanes and struck by another SUV. In the smoldering vehicle and twisted metal scattered along the highway, lay the bodies of eight people.Days later came the headlines;"Wrong Way Crash Mom Drunk and High!"

    What did mathematicians rely on for their work before then? And how did mathematical notations evolve into what we know today? In Enlightening Symbols, popular math writer Joseph Mazur explains the fascinating history behind the development of our mathematical notation system. He shows how symbols were used initially, how one symbol replaced another over time, and how written math was conveyed before and after symbols became widely adopted.Traversing mathematical history and the foundations of numerals in different cultures, Mazur looks at how historians have disagreed over the origins of the numerical system for the past two centuries. He follows the transfigurations of algebra from a rhetorical style to a symbolic one, demonstrating that most algebra before the sixteenth century was written in prose or in verse employing the written names of numerals. Mazur also investigates the subconscious and psychological effects that mathematical symbols have had on mathematical thought, moods, meaning, communication, and comprehension. He considers how these symbols influence us (through similarity, association, identity, resemblance, and repeated imagery), how they lead to new ideas by subconscious associations, how they make connections between experience and the unknown, and how they contribute to the communication of basic mathematics.From words to abbreviations to symbols, this book shows how math evolved to the familiar forms we use today.

    For the media, statistics are routinely 'damning', 'horrifying', or, occasionally, 'encouraging'. Yet, for all their ubiquity, most of us really don't know what to make of statistics. Exploring the history, mathematics, philosophy and practical use of statistics, Eileen Magnello - accompanied by Bill Mayblin's intelligent graphic illustration - traces the rise of statistics from the ancient Babylonians, Egyptians and Chinese, to the censuses of Romans and the Greeks, and the modern emergence of the term itself in Europe. She explores the 'vital statistics' of, in particular, William Farr, and the mathematical statistics of Karl Pearson and R.A. Fisher.She even tells how knowledge of statistics can prolong one's life, as it did for evolutionary biologist Stephen Jay Gould, given eight months to live after a cancer diagnoses in 1982 - and he lived until 2002. This title offers an enjoyable, surprise-filled tour through a subject that is both fascinating and crucial to understanding our world.

    

    Gardner's illuminating autobiography is a candid self-portrait by the man evolutionary theorist Stephen Jay Gould called our single brightest beacon for the defense of rationality and good science against mysticism and anti-intellectualism.Gardner takes readers from his childhood in Oklahoma to his varied and wide-ranging professional pursuits. He shares colorful anecdotes about the many fascinating people he met and mentored, and voices strong opinions on the subjects that matter to him most, from his love of mathematics to his uncompromising stance against pseudoscience. For Gardner, our mathematically structured universe is undiluted hocus-pocus--a marvelous enigma, in other words.Undiluted Hocus-Pocus offers a rare, intimate look at Gardner's life and work, and the experiences that shaped both.

    However, it is one of the basic principles of quantum theory, the most widely accepted explanation of the subatomic world - and one of the fascinating subjects dealt with in Equations of Eternity.