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In CRM, Jeffrey Peel defines Customer Relationship Management in a radical new way by putting communications at the center. In the past, CRM was mostly about the technology, not about the customer. In this book, Peel talks about a new ethos that is beginning to fundamentally change the way organizations do business. At a technology level, CRM is increasingly about conjoined best-of-breed applications delivered via portal technologies. At a business level, it is beginning to invade traditional territories occupied by brand management or customer support. Peel shows companies how to make the shift to the new paradigm.

Defines the nature of new CRM niche solutions
Provides entirely new types of functionality that mesh seamlessly
Describes solutions focused solely on the needs of the customer

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Computer Systems Performance Evaluation and Prediction

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Computer Systems Performance Evaluation and Prediction bridges the gap from academic to professional analysis of computer performance.

This book makes analytic, simulation and instrumentation based modeling and performance evaluation of computer systems components understandable to a wide audience of computer systems designers, developers, administrators, managers and users. The book assumes familiarity with computer systems architecture, computer systems software, computer networks and mathematics including calculus and linear algebra.

Fills the void between engineering practice and the academic domain's treatment of computer systems performance evaluation and assessment
Provides a single source where the professional or student can learn how to perform computer systems engineering tradeoff analysis
Allows managers to realize cost effective yet optimal computer systems tuned to a specific application

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Morgan Jones' Valve Amplifiers has been widely recognised as the most complete guide to valve amplifier design, modification, analysis, construction and maintenance written for over 30 years. As such it is unique in presenting the essentials of 'hollow-state' electronics and valve amp design for engineers and enthusiasts in the familiar context of current best practice in electronic design, using only currently available components. The author's straightforward approach, using as little maths as possible, and lots of design knowhow, makes this book ideal for those with a limited knowledge of the field as well as being the standard reference text for experts in valve audio and a wider audience of audio engineers facing design challenges involving valves.

Design principles and construction techniques are provided so readers can devise and build from scratch designs that actually work. Morgan Jones takes the reader through each step in the process of design, starting with a brief review of electronic fundamentals relevant to valve amplifiers, simple stages, compound stages, linking stages together, and finally, complete designs. Practical aspects, including safety, are addressed throughout.

The third edition includes a new chapter on distortion and many further new and expanded sections throughout the book, including: comparison of bias methods, constant current sinks, upper valve choice, buffering and distortion, shunt regulated push-pull (SRPP) amplifier, use of oscilloscopes and spectrum analysers, valve cooling and heatsinks, US envelope nomenclature and suffixes, heater voltage versus applied current, moving coil transformer source and load terminations.
The practical guide to analysis, modification, design, construction and maintenance of valve amplifiers The fully up-to-date approach to valve electronics Essential reading for audio designers and music and electronics enthusiasts alike

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OpenVMS System Management Guide, Second Edition, the most complete book on the topic, details for system administrators the tools, technologies, and techniques by which they can configure, maintain, and tune computers running Hewlett-Packard's high-performance OpenVMS operating system. Revised by a topical authority and a principal OpenVMS engineer, the book enables system administrators to perform more efficiently and effectively those everyday tasks critical to an OpenVMS system. Examples have been updated to include OpenVMS/VAX 7.3 and OpenVMS/Alpha 7.3-1. OpenVMS administration best practices and utilities System management strategies that support business objectives Updated references to latest HP documents and other WWW resources New chapter summarizing software installation New appendix to help the hobbyist get started

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Lawrence Baldwin, Steve Hoffman, David Miller

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Integrated Business Intelligence for e-Commerce and Knowledge Management

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Microsoft Data Mining approaches data mining from the particular perspective of IT professionals using Microsoft data management technologies. The author explains the new data mining capabilities in Microsoft's SQL Server 2000 database, Commerce Server, and other products, details the Microsoft OLE DB for Data Mining standard, and gives readers best practices for using all of them. The book bridges the previously specialized field of data mining with the new technologies and methods that are quickly making it an important mainstream tool for companies of all sizes.

Data mining refers to a set of technologies and techniques by which IT professionals search large databases of information (such as those contained by SQL Server) for patterns and trends. Traditionally important in finance, telecommunication, and other information-intensive fields, data mining increasingly helps companies better understand and serve their customers by revealing buying patterns and related interests. It is becoming a foundation for e-commerce and knowledge management. Unique book on a hot data management topic Part of Digital Press's SQL Server and data mining clusters Author is an expert on both traditional and Microsoft data mining technologies

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Design and Implementation of the 3G CDMA Infrastructure

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UMTS is the wireless network technology behind the rollout of Third Generation (3G) mobile telecoms networks which will bring video, music and internet services to the cellphone and a range of electronic products.Chris Braithwaite and Mike Scott use their extensive experience of training engineers across Europe, and their backgrounds in working with Nokia, Ericsson and Orange to deliver a uniquely practical guide written from the perspective of the engineer and network planner. This guide is a valuable addition to the literature on UMTS which to date has been dominated by theoretical and reference works. The authors consider each of the key topics of UMTS/WCDMA and 3G rollout in terms of Coverage, Capacity and Quality of Service- the key considerations for all engineers and managers working in 3G telecoms.

*A real-world design guide with cookbook-style instructions and rules of thumb, not another R&D-level book or crib to the standards.*Covers the hot engineering issues in UMTS planning, design and implementation.*UMTS is the natural evolutionary choice for operations of GSM networks, currently representing a customer base of more than 747 million end users in over 180 countries and representing over 70% of today's digital wireless market[source: GSM Association]

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This volume gives an overview of the trends in Traffic and Transport Psychology. It reflects the considerable development of the most important factors for driving a road vehicle, and the variety of international research approaches.

The first part contains basic approaches and integrated models as well as general theories and their implementation into Traffic and Transport Psychology.

The second part deals with the driver, especially cognition, performance, social and differential effects and impairment. Important aspects are treated, such as speed perception, reaction times, interaction, risk acceptance, aggression and gender differences. Special chapters refer to performance and fatigue.

The third part focuses on safety, driver support, selection and influencing drivers by enforcement, training and programs for the rehabilitation of traffic offenders. Classic ergonomic methods are discussed as well as modern telematic devices, or trends regarding driver-assessment.

In the last part, current developments are presented in relation to better mobility and the protection of the environment. Questions are asked, such as whether we could reduce the use of cars, how travel behaviour can be modified or to what extent the use of alternatives to motor vehicles benefits safety as well as the environment.

This work is not only important for psychologists. It should be read by all transport professionals interested in the application of psychology to traffic.

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Talib Rothengatter, Raphael Denis Huguenin

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Shale Shaker and Drilling Fluids Systems:

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Techniques and Technology for Improving Solids Control Management

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This comprehensive guide describes the various aspects of shale shaker design, applications, and improvements for maximizing efficiency.
Drilling engineers will find technical data for better understanding and design of shale shakers; and foremen and derrickmen will discover valuable, practical insights to achieve optimum shaker performance. The guide helps prevent problems of solid controls by clearly describing design, application, and nomenclature of shale shakers, screens, and screen panels. In addition it explains many other aspects of complete solids control management.

Written by experts for engineers and operations personnel
Comprehensive guide describes the various aspects of shale shaker design
Provides clear, concise information

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A Profit-Building Plan to Promote, Implement, and Maintain Optimum Performance Throughout Your Plant

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Total Plant Performance Management (TPPM) is an unparalleled continuous-improvement program that integrates all plant functions into a single focused effort. The fundamental premise is that all corporate functions, from the boardroom to the shipping department, must share a common vision and effectively work together. This book details TPPM's proven method of implementing continuous improvement throughout your total corporation, not just in certain departments. It shows you how to promote, implement, and maintain continuous improvement; effectively involve all employees; train people the right way; measure equipment reliability and improve maintenance; design and select machines; organize employees within the TPPM plant; avoid plan failure; and analyze the operating dynamics of critical process systems.

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Thermodynamic property data are important in many engineering applications in the chemical processing and petroleum refining industries. The "Handbook of Thermodynamic Diagrams" series presents volume and enthalpy diagrams (graphs) for the major organic chemicals and hydrocarbons, as well as the major inorganic compounds and elements. The graphs, arranged by carbon number and chemical formula, cover a wide range of pressures and temperatures to enable engineers to determine quickly values at various points. This volume covers inorganic compounds and elements.

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Surface Production Operations, Volume 2:

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Design of Gas-Handling Systems and Facilities

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This revised edition puts the most current information about gas-handling systems and facilities at your fingertips. The authors channeled their classroom and field experience into this volume, which features many new sections such as:

* Heat recovery units
* Kinetic inhibitors and anti-agglomerators
* Trays and packing for distillation and absorption towers
* Compressor valves
* Foundation design considerations for reciprocating compressors
* Pressure vessel issues and components
* Nox reduction in engines and turbines
* Safety management systems

This book walks you through the equipment and processes used in gas-handling operations to help you design and manage a production facility. Production engineers will keep this volume on the desktop for the latest information on how to DESIGN, SPECIFY, and OPERATE gas-handling systems and facilities. The book allows engineers with little or background in production facility design to easily locate details about equipment, processes, and design parameters. With this volume, you will more completely comprehend the techniques of handling produced fluids from gas wells so your facility can be more efficient and productive.

* Revised edition puts the most current information about gas-handling systems at your fingertips
* Features brand new sections!

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Strategies and Tactics in Organic Synthesis

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A classic in the area of organic synthesis, Strategies and Tactics in Organic Synthesis provides a forum for investigators to discuss their approach to the science and art of organic synthesis. Rather than a simple presentation of data or a second-hand analysis, we are given stories that vividly demonstrate the power of the human endeavour known as organic synthesis and the creativity and tenacity of its practitioners. First hand accounts of each project tell of the excitement of conception, the frustration of failure and the joy experienced when either rational thought and/or good fortune give rise to successful completion of a project. In this book we learn how synthesis is really done and are educated, challenged and inspired by these stories, which portray the idea that triumphs do not come without challenges. We also learn that we can meet challenges to further advance the science and art of organic synthesis, driving it forward to meet the demands of society, in discovering new reactions, creating new designs and building molecules with atom and step economies that provide solutions through function to create a better world.

- Personal accounts of research in organic chemistry. - Written by internationally renowned scientists. - Details state of the art organic synthesis.

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Practical Introduction to Pumping Technology

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Here is a convenient, concise reference book for pump users, application engineers, technicians, and buyers. It contains, in condensed form, valuable information on selecting centrifugal and positive-displacement pumps for given applications, creating the necessary documentation, choosing equipment manufacturers, and checking vendor data. You will find a complete explanation of the types of pumps and the terms and parameters used in pump applications. This book outlines the data required by the client, engineer, and buyer to obtain a comprehensive quote.

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Major Process Equipment Maintenance and Repair

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This updated edition is an invaluable source of practical cost-effective maintenance, repair, installation, and field verification procedures for machinery engineers. It is filled with step-by-step instructions and quick-reference checklists that describe preventive and predictive maintenance for major process units such as vertical, horizontal, reciprocating, and liquid ring vacuum pumps, fans and blowers, compressors, turboexpanders, turbines, and more. Also included are sections on machinery protection, storage, lubrication, and periodic monitoring. A new section examines centrifugal pumps and explains how and why they continue to fail. More new information focuses on maintenance for aircraft derivative gas turbines. This revised edition gives special attention throughout to maintenance and repair procedures needed to ensure efficiency, performance, and long life.

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This totally revised, updated and expanded edition provides proven techniques and procedures that extend machinery life, reduce maintenance costs, and achieve optimum machinery reliability. This essential text clearly describes the reliability improvement and failure avoidance steps practiced by best-of-class process plants in the U.S. and Europe. <br>

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Practical Machinery Management for Process Plants: Volume 2

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Machinery Failure Analysis and Troubleshooting

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This newly expanded edition discusses proven approaches to defining causes of machinery failure as well as methods for analyzing and troubleshooting failures. <br>

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Software Design for Engineers and Scientists

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Software Design for Engineers and Scientists integrates three core areas of computing:. Software engineering - including both traditional methods and the insights of 'extreme programming'. Program design - including the analysis of data structures and algorithms. Practical object-oriented programmingWithout assuming prior knowledge of any particular programming language, and avoiding the need for students to learn from separate, specialised Computer Science texts, John Robinson takes the reader from small-scale programing to competence in large software projects, all within one volume. Copious examples and case studies are provided in C++.The book is especially suitable for undergraduates in the natural sciences and all branches of engineering who have some knowledge of computing basics, and now need to understand and apply software design to tasks like data analysis, simulation, signal processing or visualisation. John Robinson introduces both software theory and its application to problem solving using a range of design principles, applied to the creation of medium-sized systems, providing key methods and tools for designing reliable, efficient, maintainable programs. The case studies are presented within scientific contexts to illustrate all aspects of the design process, allowing students to relate theory to real-world applications. Core computing topics - usually found in separate specialised texts - presented to meetthe specific requirements of science and engineering students Demonstrates good practice through applications, case studies and worked examplesbased in real-world contexts

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For anyone responsible for purchasing, servicing, or operating reciprocating compressors, this book discusses the theory of operation and explains how to install, troubleshoot, overhaul, and repair all types of compressors.This broad comprehensive text offers practical details on how to purchase, service, operate, and maintain compressors used in any of the process industries such as pulp and paper, mining, food processing, pharmaceuticals.

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Turboexpanders and Process Applications offers readers complete application criteria, functional parameters, and selection guidelines. This book is intended for the widest possible spectrum of engineering functions, including technical support, maintenance, operating, and managerial personnel in process plants, refineries, air liquefaction, natural gas separation, geothermal mining, and design contracting.The text distinguishes between cryogenic turboexpanders that are used to recover power from extremely cold gases, and hot gas expanders that accomplish the same objective with gases reaching temperatures in excess of 1000 degrees Fahrenheit. The authors have assembled in this book an optimum combination of process and mechanical technologies as they apply to turboexpanders. A highly practical, well-illustrated, and up-to-date overview of turboexpander construction features Appeals to a wide range of engineers

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Modeling of Chemical Kinetics and Reactor Design

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Selecting the best type of reactor for any particular chemical reaction, taking into consideration safety, hazard analysis, scale-up, and many other factors is essential to any industrial problem. An understanding of chemical reaction kinetics and the design of chemical reactors is key to the success of the of the chemist and the chemical engineer in such an endeavor. This valuable reference volume conveys a basic understanding of chemical reactor design methodologies, incorporating control, hazard analysis, and other topics not covered in similar texts. In addition to covering fluid mixing, the treatment of wastewater, and chemical reactor modeling, the author includes sections on safety in chemical reaction and scale-up, two topics that are often neglected or overlooked.
As a real-world introduction to the modeling of chemical kinetics and reactor design, the author includes a case study on ammonia synthesis that is integrated throughout the text. The text also features an accompanying CD, which contains computer programs developed to solve modeling problems using numerical methods. Students, chemists, technologists, and chemical engineers will all benefit from this comprehensive volume.

Shows readers how to select the best reactor design, hazard analysis, and safety in design methodology
Features computer programs developed to solve modeling problems using numerical methods