New Releases by GRAHAM BROWN

Tourism Marketing provides a contemporary approach to formulating,implementing and monitoring marketing strategy for regional tourismmarketers and small businesses, the latter comprising over 90% ofthe ''tourism industry''. The principal aim of Tourism Marketing isto demonstrate how marketing principles apply in the tourismindustry in Australia, New Zealand and the Asia-Pacific. This text will provide students with a thorough understanding of: a conceptual framework for tourism and travel marketing the role and importance of destination marketingorganisations factors influencing tourism demand and supply characteristics of consumer-traveler behaviour services marketing in tourism the role of marketing research in management decisionmaking approaches to branding, positioning and segmentation the philosophy of integrated marketing communicationsperformance metrics

A Simple Guide for Creating Efficient Winning Organizations Designed to help businesses understand the criteria for the Malcolm Baldrige National Quality Award, this work is not about the award, but rather is a concise explanation about how to use the criteria to improve an organization. Employed by thousands of organizations around the w

The fourth edition of The Waiter''s Handbook continues to be an excellent resource for those in the hospitality industry. It has been updated to address the requirements in the new SIT07 Hospitality, Tourism and Events Training Package and changes in the industry. The book is a comprehensive training guide to modern food and beverage service. It explains the technical and interpersonal skills required by today''s waiters for all types of establishments, from casual bistros to formal dining. New sections have been added to address changes to the smoking laws and cultural and special dietary requirements. New photographs have also been added to help illustrate key areas of technique in the table service industry. The glossary has been updated to take in these changes in industry and it continues to explain the food and beverage terminology and the culinary words and phrases from cooking traditions all around the world. It also includes a simple and very helpful guide to pronunciation. The glossary will aid students in their understanding of both traditional and more modern menus. It makes the book a valuable long-term reference after the technical and service skills have been mastered.

Now in its 16th edition, this volume is the most widely used and recognized guide to the Malcolm Baldrige National Quality Award. The 2007 Criteria now includes 18 questions, one for each of the Baldrige Criteria Items. Significant changes in the 2007 award include a stronger emphasis on— · Leadership, which now includes a focus on performance measures and their use by senior leaders; · Measurement, Analysis, and Knowledge,with a focus on needs for management of information and information technology · Workforce Focus, redesigned around workforce engagement and the workforce environment · Customer and Market Focus, with a focus on the voice of the customer · Process Management, redesigned around work systems, core competencies, and work processes Strategic Planning, with a focus on innovation, strategic advantages, and resource needs to accomplish strategic objectives · Results, aligned with the above categories to ensure the measurement of important and appropriate results This definitive reference for helping companies achieve world-class results is the only book on the Baldrige Criteria to detail, in simple and straightforward language, every category, examination item, and required area.

Improve the "Health" of Your Organization by Using the Right Metrics! The vast majority of companies use some form of balanced scorecard to measure performance measu, yet recent research suggests that most scorecards are based on singular, unsophisticated measurements, providing flawed data on the state of the organization. Beyond the Balanced Scorecard: Improving Business Intelligence with Analytics, by Mark Graham Brown, provides managers with the right metrics for evaluating important aspects of performance that are not accurately tracked by most companies and government organizations. Leaders will learn how to objectively measure: Relationships with Customers Employee Satisfaction External Business Environment Supplier/Vendor performance Strategy and Financials This book will show you how to construct a performance index, as well as provide you with example metrics of various aspects of performance that are difficult to measure.

The Baldrige criteria have been updated for 2006. Reflecting recent events, the new criteria include a focus on an organization''s business ethics and governance systems. It asks how a company plans to stay operational during an emergency event, such as a terrorist act or a natural disaster. In total, there are now 33 Areas to address in the 2006 criteria, including an increased focus on leadership, strategic planning, measurement, analysis, knowledge management, process management and business results. The new 15th edition of the Baldrige Award Winning Quality addresses these changes for 2006 and helps you understand what the criteria are. Written in an easy-to-read format by one of the best-known authorities on the Baldrige criteria, Mark Graham Brown, it continues to be the most recognized reference in the field. The book provides a clear and concise explanation on how to prepare for a site visit, its purpose, what the Baldrige examiner looks for, and the questions typically asked during a visit.

This booklet is a guide to interpreting the criteria in the seven Baldrige categories to help your organization improve quality. It begins with answers to commonly asked questions about the Award criteria. Then it breaks down the 19 items under the seven category headings of the Baldrige criteria with concise explanation and quick tips of what excellent companies do in each area.

The Baldrige criteria have been updated and finely tuned for 2005. Reflecting recent events, the new criteria include a focus on an organization''s business ethics and governance systems. It asks how a company plans to stay operational during an emergency event, such as a terrorist act or a natural disaster. In total, there are now 33 Areas to address in the 2005 criteria, including an increased focus on leadership, strategic planning, measurement, analysis, knowledge management, process management and business results. The new 14th edition of the Baldrige Award Winning Quality addresses these changes for 2005 and helps you understand what the criteria are. Written in an easy-to-read format by one of the best-known authorities on the Baldrige criteria, Mark Graham Brown, it continues to be the most recognized reference in the field. The book provides a clear and concise explanation on how to prepare for a site visit, its purpose, what the Baldrige examiner looks for, and the questions typically asked during a visit.

NEW! The booklet is a guide to interpreting the criteria in the seven Baldrige categories to help your organization improve quality. It begins with answers to commonly asked questions about the Award criteria. Then it breaks down the 19 items under the seven category headings of the Baldrige criteria with concise explanation and quick tips of what excellent companies do in each area.

This edition of an invaluable manual for trainee waiters has been thoroughly revised and updated. The emphasis is on relevance, practicality and clarity. Emphasis is placed on the importance of all aspects of good service - product knowledge, good communication, and personal, organisational and technical skills.

Highlighted with valuable tips and Brown''s firsthand experiences, Winning Score is an excellent tool for constructing a performance measurement system. It explains how to lay the foundation for the balanced scorecard by developing operational and strategic plans. Winning Score explains how to: Identify strengths, weaknesses, opportunities, and threats. Design data collection strategies. Link the scorecard to other systems in an organization. Develop a performance index. Avoid the top 10 measurement mistakes. In addition, case studies of actual scorecard implementation in different sectors, such as manufacturing, service, support, and government are included. Click here for the introductory chapter A 296 minute abridged version of this book is also available on 4 compact discs or 4 audio cassettes from Productivity Press.

Throughout the 1990s, Iraq has been the target not only of military attack but of the most draconian and protracted economic embargo ever imposed by the international community. In the immediate aftermath of the Gulf War, the embargo was accompanied by an effort to provide aid to the Iraqi people and to protect them against human rights abuses: an initiative that seemed to break new ground in providing protection for civilians in a situation of conflict. Yet the outcome of the international community''s efforts has fallen short of the promise. Why has there been such a large gap between the rhetoric and reality? How exactly have the combinatin of economic sanctions, international humanitarian aid and limited protection of civilians affected Iraq? What lessons can be drawn from the experience? This is the most carefully documented, comprehensive account of the consequences of intervention in Iraq during the 1990s. It examines not only the record of intervention but also the complicated political context which has shaped international policy and the Iraqi response to it, and which has made events seem so unpredictable.

This book is intended to provide a treatment of the production, properties and applications of X-rays suitable for undergraduate courses in physics. It is hoped that parts of it, at least, will be useful to students on other courses in physics, materials science, metallurgy, chemistry, engineering, etc. at various levels. It is also hoped that parts of it will serve as an introduction to the subject of X-ray crystallography, and to this end the treatment of X-ray diffraction has been designed to show the relation between the simple approach and the more sophisticated treatments. During many years of teaching this subject to Degree, Diploma in Technology and Higher National Certificate students, I have been unable to find a single book which attempts to cover the whole of this field. This lack of a treatment of X-rays and their applications in one volume has prompted me to attempt to fill the gap and this present volume is the result. Obviously in writing such a book I have referred to many existing books and I acknowledge my indebtedness to the authors of all the books which I have used. I believe that all these books are included in the re ferences at the ends of the chapters but if I have omitted any, then my apologies are offered to the authors concerned.

No Oceano Índico, uma embarcação de pesquisa da equipa NUMA está a recolher amostras de água quando um membro da tripulação deteta uma mancha na água. O que a princípio parecia ser uma mancha de óleo rapidamente se transforma numa nuvem de partículas negras que subitamente ataca a embarcação, matando a tripulação e deixando os destroços em chamas. Algumas horas mais tarde, Kurt Austin e Joe Zavala têm de lidar com as consequências de um acidente que não deixou sobreviventes. Um audacioso plano está em marcha para alterar o clima à escala global através de uma tecnologia concebida para destruir a poluição marítima. Mas a face do inimigo nem sempre é percetível, e sendo esta missão profundamente pessoal para a equipa NUMA, o perigo pode estar muito próximo de casa...