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The phrase "lessons learned is such a common one, yet people struggle with developing effective lessons learned approaches. The Lessons Learned Handbook is written for the project manager, quality manager or senior manager trying to put in place a system for learning from experience, or looking to improve the system they have. Based on experience of successful and unsuccessful systems, the author recognises the need to convert learning into action. For this to happen, there needs to be a series of key steps, which the book guides the reader through. The book provides practical guidance to learning from experience, illustrated with case histories from the author, and from contributors from industry and the public sector. - The book is a practitioner-level guide to the design and the mechanics of lessons learned processes - Takes a holistic approach, tracking lessons from identification to reapplication - Makes the case for the assignment of actions for learning
Softwaretests stellen eine kritische Phase in der Softwareentwicklung dar. Jetzt zeigt sich, ob das Programm die entsprechenden Anforderungen erfüllt und sich auch keine Programmierungsfehler eingeschlichen haben. Doch wie bei allen Phasen im Software-Entwicklungsprozess gibt es auch hier eine Reihe möglicher Fallstricke, die die Entdeckung von Programmfehlern vereiteln können. Deshalb brauchen Softwaretester ein Handbuch, das alle Tipps, Tricks und die häufigsten Fehlerquellen genau auflistet und erläutert, damit mögliche Testfehler von vornherein vermieden werden können. Ein solches Handbuch ersetzt gut und gerne jahr(zehnt)elange Erfahrung und erspart dem Tester frustrierende und langwierige Trial-und-Error-Prozeduren. Chem Kaner und James Bach sind zwei der international führenden Experten auf dem Gebiet des Software Testing. Sie schöpfen hier aus ihrer insgesamt 30-jährigen Erfahrung. Die einzelnen Lektionen sind nach Themenbereichen gegliedert, wie z.B. Testdesign, Test Management, Teststrategien und Fehleranalyse. Jede Lektion enthält eine Behauptung und eine Erklärung sowie ein Beispiel des entsprechenden Testproblems. "Lessons Learned in Software Testing" ist ein unverzichtbarer Begleiter für jeden Software Tester.
What causes poor customer service? You might be surprised.
Are you endlessly trying to improve your employees' customer service skills, but getting so-so results? There may be a culprit that you've never considered.Rather than offering another set of customer service tips, Getting Service Right takes a novel approach by rooting out the real reasons employees don't consistently deliver the service they should. The results can be both surprising and illuminating, such as: Company cultures that unwittingly discourage excellent customer service.Employees torn between following policy or serving the customer.Cost reduction efforts that actually increase the cost of service.Poor products and services that make it impossible to satisfy customers.Bad habits that make it difficult to listen to customers' needs.Getting Service Right is filled with examples from well-known organizations, real stories from frontline employees, and the latest scientific research. These powerful, sometimes counterintuitive insights can be applied at the organizational, departmental, or individual level to help the entire team deliver outstanding customer service.Note: the first edition of this book was published under the title, Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About I
"No other researcher has been able to transmit to the rest of us the true meaning and impact of near-death phenomena for the planet." --Bruce Greyson, MD, bestselling author of After "A major contribution that offers a wealth of case materials together with balanced and insightful commentary." --Raymond A. Moody, PhD, bestselling author of Life After Life While providing many remarkable accounts of near-death experiences (NDEs), Lessons from the Light is much more than an inspiring collection of NDEs. In clear language, the practical lessons for living and dying are to be found from the study of these experiences. Written by one of the foremost authorities on NDEs, Lessons from the Light is a book for those looking to gain knowledge and wisdom to enhance their own lives by incorporating the insights stemming from what many people have come to believe is the ultimate spiritual experience. Although Lessons from the Light recounts many moving stories of NDEs, it is not just another book filled with inspiring testimonies--it includes helpful guidance and practical exercises concerning how readers can make use of this knowledge to live with greater self-insight, self-compassion and concern for others, as well as be better prepared for death, dying, and bereavement. Readers can easily apply what they have learned to their own lives and absorb and internalize these lessons from the Light in such a way as to lead to deep personal and spiritual transformation. This edition replaces the previous edition (ISBN 978-1-930491-11-3) and contains a new postscript by the author.
#1 NEW YORK TIMES BESTSELLER • A special 25th anniversary edition of the beloved book that has changed millions of lives with the story of an unforgettable friendship, the timeless wisdom of older generations, and healing lessons on loss and grief—featuring a new afterword by the author “A wonderful book, a story of the heart told by a writer with soul.”—Los Angeles Times “The most important thing in life is to learn how to give out love, and to let it come in.” Maybe it was a grandparent, or a teacher, or a colleague. Someone older, patient and wise, who understood you when you were young and searching, helped you see the world as a more profound place, gave you sound advice to help you make your way through it. For Mitch Albom, that person was his college professor Morrie Schwartz. Maybe, like Mitch, you lost track of this mentor as you made your way, and the insights faded, and the world seemed colder. Wouldn’t you like to see that person again, ask the bigger questions that still haunt you, receive wisdom for your busy life today the way you once did when you were younger? Mitch Albom had that second chance. He rediscovered Morrie in the last months of the older man’s life. Knowing he was dying, Morrie visited with Mitch in his study every Tuesday, just as they used to back in college. Their rekindled relationship turned into one final “class”: lessons in how to live. “The truth is, Mitch,” he said, “once you learn how to die, you learn how to live.” Tuesdays with Morrie is a magical chronicle of their time together, through which Mitch shares Morrie’s lasting gift with the world.
NEW YORK TIMES BEST SELLER • A NEW YORKER ESSENTIAL READ • From the best-selling author of Atonement and Saturday comes the epic and intimate story of one man's life across generations and historical upheavals. From the Suez Crisis to the Cuban Missile Crisis, the fall of the Berlin Wall to the current pandemic, Roland Baines sometimes rides with the tide of history, but more often struggles against it. A BEST BOOK OF THE YEAR: Vogue • The New Yorker “Masterful.... McEwan is a storyteller at the peak of his powers…. One of the joys of the novel is the way it weaves history into Roland’s biography…. The pleasure in reading this novel is letting it wash over you.” —Associated Press When the world is still counting the cost of the Second World War and the Iron Curtain has closed, eleven-year-old Roland Baines's life is turned upside down. Two thousand miles from his mother's protective love, stranded at an unusual boarding school, his vulnerability attracts piano teacher Miss Miriam Cornell, leaving scars as well as a memory of love that will never fade. Now, when his wife vanishes, leaving him alone with his tiny son, Roland is forced to confront the reality of his restless existence. As the radiation from Chernobyl spreads across Europe, he begins a search for answers that looks deep into his family history and will last for the rest of his life. Haunted by lost opportunities, Roland seeks solace through every possible means—music, literature, friends, sex, politics, and, finally, love cut tragically short, then love ultimately redeemed. His journey raises important questions for us all. Can we take full charge of the course of our lives without causing damage to others? How do global events beyond our control shape our lives and our memories? And what can we really learn from the traumas of the past? Epic, mesmerizing, and deeply humane, Lessons is a chronicle for our times—a powerful meditation on history and humanity through the prism of one man's lifetime.
Outlines ten practical principles for increasing the effectiveness of any business organization, based on the author's years at Disney World.
"I am a work in progress. There are times when I feel in control and like I know what I'm doing...and there are times (quite a few)(actually lots) when I've got no idea whats going on, where to turn, what to do, how to behave, and those are the times I've sought help! I have been helped by some extraordinary people. I've been supported and counselled through my recovery from drugs and alcohol. I've been hypnotised to get me through going to the bottom of the sea in a sub (life at the extreme). I've read a squibillion (that's a lot) of fantastic self help books and I have shared and shared with the greatest girlfriends and family of all time. These nuggets of wisdom have at times literally kept me going, so I thought I'd pay it forward and share them with you." Presenter, wife, mother, fundraiser, fitness inspiration and now bestselling author,is there nothing Davina McCall cannot do? But success didn't come easy for Davina, and she has faced many challenges along the way. In this long-awaited book, she shares all the tips and wisdom she has picked up on her 'work-in-progress' journey. Written in the accessible, easy-going and humorous way that Davina has become famous and loved for, Lessons I've Learned will motivate readers to reach their goals, find happiness and fulfillment, and feel more confident.
Just when you thought you had it all figured out . . . "Alex Peter Gregory, you are a moron!" Laurie slammed her palms down on my desk and stomped her foot. I get a lot of that.One car crash.One measly little car crash. And suddenly, I'm some kind of convicted felon.My parents are getting divorced, my dad is shacking up with my third-grade teacher, I might be in love with a girl who could kill me with one finger, and now I'm sentenced to babysit some insane old guy.What else could possibly go wrong?This is the story of Alex Gregory, his guitar, his best gal pal Laurie, and the friendship of a lifetime that he never would have expected.