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Colombian Emeralds - A 30 year reputation for quality, integrity, and value. Certified appraisals, US Customer Service Center. See page 45... 

Fig. 18-2. A pellet of this type, designed to contain ricin toxin, was used to assassinate Georgi Markov in London and in the attempt on the life of Vladimir Rostov in Paris. The tiny, platinum-iridium pellet—the size of the head of a pin (0.068 in. diameter)—was cross-drilled with 0.016-in. holes in which ricin (or another toxin) could be placed. Reprinted from van Keuren RT. Chemical and Biological Warfare, An Investigative Guide. Washington, DC Office of Enforcement, Strategic Investigations Division, US Customs Service October 1990 90.

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A key lesson for The Home Depot over the past ten years has been the need to pay close attention to tracking performance along multiple dimensions. We now have many more metrics - and much more granular ones - in place than we did in the early years, allowing us to respond to competitive trends and address customer service issues more quickly. 

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Interviewer I think you re right. One of the things we really need in this company is better customer service. The service we provide is generally quite good, but a portion—a certain population—of our consumer base has been out of sync with us for over a year. We don t want to lose these customers—or our market niche—but we re not quite sure how to reach them. We ve tried a couple of things, but it s too soon to see results. 

The most discernible recent trends in preparative chiral resolution have been the increasing use of supercritical fluid chromatography (SFC) and simulated moving bed (SMB) chromatography, and the fact that Daicel through its US and European Chiral Technologies subsidiaries have offered these as a custom service has played a role in this. 

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Since September 1998, the company has improved and sustained a customer service level at 97 per cent and inventory turnover of around 5.0. The sales turnover in 1998 has increased by 20 per cent in real terms in spite of some supply shortfall from the corporate network in the first half and the adverse economic and political conditions of Turkey. GSK Turkey has been recognized as a major business in the pharmaceutical giant GSK Group and the business plan for 1999 was aiming at a turnover of US 110 million. 

Fortunately a relatively recent innovation in consumer research technology now enables us to evaluate very simply the implicit importance that a customer attaches to the separate elements of customer service. The technique is based around the concept of trade-off and can best be illustrated by an example from everyday life. In considering, say, the purchase of a new car we might desire specific attributes, e.g. performance in terms of speed and acceleration, economy in terms of petrol consumption, size in terms of passenger and luggage capacity and, of course, low price, However, it is unlikely that any one car will meet all of these requirements so we are forced to trade off one or more of these attributes against the others. 

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