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Offers a personal commentary considering the real essence of good service. Argues that at the heart of service distinction is human interaction and personalization. Considers a range of examples from personal life experience. Recommends that in order to “invent” legendary service, companies must work particularly at ensuring that the customer leaves with positive memories after finishing dealing with the business.

Training, it is claimed, has many meanings. Through examining its goals, its special interpretations are best appreciated. Training with different goals is referred to as different types of training, divided into administrative, professional‐technical, mechanical‐technical and interpersonal. These are defined, the elements of training programmes in each type set out, and the relationship between what is arguably an essential prerequisite for trainers – the needs analysis – and the types of training presented.

A popular line we frequently hear in our society today goes something like, “When you understand where he's coming from, then what he does makes sense”. The implied message is that a relationship exists between belief and behaviour; that is, the assumptions we have about life colour, our perception of our environment and shape our actions in our environment. The importance of the linkages among assumptions, perceptions and action cannot be overstated.

Reference librarians in various library settings are often assigned responsibilities for training students, support staff, or other new professionals, a task for which they rarely have sufficient professional education. This bibliography recommends readings on topics that will assist reference librarians in understanding the philosophy of staff development. The readings listed here cover subjects such as: establishing an atmosphere that facilitates learning, assessing training needs, describing competent performance, writing clear and specific objectives, selecting appropriate training methods, maintaining skills and providing feedback, and evaluating the effectiveness of a training program.

Briefly reviews previous literature by the author before presenting an original 12 step system integration protocol designed to ensure the success of companies or countries in their efforts to develop and market new products. Looks at the issues from different strategic levels such as corporate, international, military and economic. Presents 31 case studies, including the success of Japan in microchips to the failure of Xerox to sell its invention of the Alto personal computer 3 years before Apple: from the success in DNA and Superconductor research to the success of Sunbeam in inventing and marketing food processors: and from the daring invention and production of atomic energy for survival to the successes of sewing machine inventor Howe in co‐operating on patents to compete in markets. Includes 306 questions and answers in order to qualify concepts introduced.

Wouldn't Stack love to open a book and find a map of the new millennium. It doesn't have to be 100% right, but someone needs to take a stab at drawing one. We need a map, even if it's only a rough outline: Business boundaries are shifting, and the very definition of what it means to be a company is changing.

Develops an original 12‐step management of technology protocol and applies it to 51 applications which range from Du Pont’s failure in Nylon to the Single Online Trade Exchange for Auto Parts procurement by GM, Ford, Daimler‐Chrysler and Renault‐Nissan. Provides many case studies with regards to the adoption of technology and describes seven chief technology officer characteristics. Discusses common errors when companies invest in technology and considers the probabilities of success. Provides 175 questions and answers to reinforce the concepts introduced. States that this substantial journal is aimed primarily at the present and potential chief technology officer to assist their survival and success in national and international markets.

One concern that has slowed the progress of surface mounted technology, in particular leadless chip carriers, has been the question of the reliability of the surface mount attachment technology. This concern follows from the realisation that the functional reliability of surface mount technology is a very complex issue involving many not very well understood components. What is needed is a relatively simple, useful, predictive model. The model reported here sidesteps the numerous complex underlying issues, which, if considered separately, make a predictive reliability model all but impossible, by taking a purely phenomenological approach and relegating second‐order effects to a lumped empirical figure of merit.

As requirements for system performance and density increase, more attention is being given to chip‐on‐board (COB) packaging techniques. COB is ‘surface mount packaging taken to the extreme’ as it involves the direct mounting of bare semiconductor die to printed circuit board substrates. In this paper, the ‘thermal resistance’ of a single COB package is proposed. An analytical model for this resistance is developed for a multilayer board configuration using a combination of Fourier transform and adjoint‐solution techniques. Parameters in the model include the chip and board geometric parameters, individual layer unit conductances, and top and bottom surface film coefficients. A series of curves are developed from the model. These curves may be used in the initial design process to determine, for example, required film coefficients and the efficacy of adding thermal planes to the board. The model is also used to test the adequacy of the ‘effective series conductivity’ of a multilayer board.