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In the latest Field Service Podcast, Martin Summerhayes ponders service's evolution and plots where we are now and where we are headed.
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Sep 13, 2019 • Features • Customer Experience • future of field service • Martin Summerhayes • The Field Service Podcast
In the latest Field Service Podcast, Martin Summerhayes ponders service's evolution and plots where we are now and where we are headed.
In this podcast, industry expert and long-term Field Service News collaborator Martin Summerhayes chats to Kris Oldland about the industry as it is today and predicts where it might be going.
Aug 16, 2019 • Features • Customer Experience • The Field Service Podcast • b2b • Customer Experience Management
In the latest Field Service Podcast, Chris Raddats, Senior Lecturer in Marketing and Operations at the University of Liverpool discusses the managerial implications of Customer Experience Management in a B2B environment.
In the latest Field Service Podcast, Chris Raddats, Senior Lecturer in Marketing and Operations at the University of Liverpool discusses the managerial implications of Customer Experience Management in a B2B environment.
In this podcast, Chris also refers to another project he and a colleague currently are working on around branding in a B2B context. He is keen to speak to product and manufacturing companies who are servitizing to contribute to the study. If you are interested in getting involved then drop Chris an email at firstname.lastname@example.com or connect with him at LinkedIn here.
Aug 09, 2019 • News • Customer Experience • customer satisfaction • deloitte • report
Consumer confidence remains flat in Q2 amid continued economic uncertainty, according to the Deloitte Consumer Tracker Survey.
Consumer confidence remains flat in Q2 amid continued economic uncertainty, according to the Deloitte Consumer Tracker Survey.
Findings from the Deloitte Consumer Tracking Survey has revealed the UK consumer confidence index is -8 per cent; down four percentage from this time last year. Customer experience expectations, however, show no signs of slowing, with over half of UK consumers feeling more loyal towards brands that show a deeper understanding of their preferences and priorities. This means that now more than ever, businesses will be focusing on providing a seamless digital customer experience, optimising customer engagement.
While technologies like AI and automation will be critical for businesses to remain competitive in these times of such low consumer confidence, it is important not to overlook the importance of in-person human interaction. Retailers with omnichannel strategies retain an average of 89 per cent of their customers, according to Teleperformance DIBS, and any businesses failing to focus directly on customer experience will struggle with customer retention.
Rajnish Sharma, from Teleperformance Digital Integrated Business Services, comments: "With people so worried about their personal finances in the increasing economic uncertainty, it will take a lot more than just a good product or service to persuade the average consumer to hand over their cash. Consumers are looking for frictionless, hassle-free and personalised customer experiences. In fact, in the next year the customer experience will be more important than product and price. To remain competitive in these times of economic uncertainty, businesses need to be available to provide round-the-clock, real-time service – at the consumer's convenience. While AI bots are widely being introduced to improve engagement and streamline communication, it's important to note that human interactions are not just cognitive, but social and emotional."
Sharma continues: "Regardless of whether the consumer is interacting with a brand from behind a screen, over the phone or in-person, they want their issue or query solved as quickly as possible. 96 per cent of customers who have to expend a high level of effort to get their issues resolved become more disloyal, compared to just 9 per cent who have a low-effort experience, according to Gartner.
"AI-powered chat bots act as an enabler for customer service teams and companies need to ensure they do not underestimate the emotional intelligence which only comes from human agents. While confidence in the economy remains low and the rate of spending growth slows down, it's the businesses that recognise the human nuance that will be the ones that stay afloat in the UK's extremely competitive marketplace."
Aug 06, 2019 • News • CSG • Customer Experience • Software and Apps
CSG has released CSG Field Service Management, an award-winning, cloud-based advancement of its Workforce Express product suite, enhanced to help companies integrate field service management into their overall customer experience.
CSG has released CSG Field Service Management, an award-winning, cloud-based advancement of its Workforce Express product suite, enhanced to help companies integrate field service management into their overall customer experience.
The CSG Field Service Management product suite transforms the way service technicians conduct their work, providing a real-time, 360-degree view of a company's field operations:
- Global scalability and availability: CSG, an Advanced Technology Partner in the Amazon Web Services (AWS) Partner Network, has extended its cloud-first approach to its Field Service Management product suite. By hosting the product in the cloud, it provides CSG clients with global availability, scalability, and data security associated with cloud investment to meet and exceed their needs, in real-time.
- Real-time data: Pushes important and urgent information including real-time traffic, scheduling, and communication to field techs, agents, management and customers, while accommodating in-app communications between users, in real-time.
- Personalized, branded experience: CSG Field Service Management enables companies to customize how and when to communicate to its customers, utilizing channels such as email and the web to give customers real-time updates about their appointment including the ability to follow the technician while they are en route to the customer location.
- Optimized operations: Using a modernized user experience to more accurately reflect today's field service personnel, CSG Field Service Management takes a data-driven approach designed to provide an integrated and proactive customer experience that optimizes operations and accelerates user adoption across a company.
- Automated scheduling: Automated appointments allows back-office service teams to focus on what is important, when it is important. Gives companies the ability to automate service provider arrival times, skills and scheduling constraints.
- Extensive suite of APIs: Integrates into any existing billing system and third-party applications. Integrate jobs from any order management system, track employee time, labor and inventory used from any ERP system. Automate equipment activation, warranty checks or customer signatures.
"CSG has been delivering field service management solutions to clients for more than 20 years," said Chad Dunavant, head of global product management, CSG. "Leveraging our vast expertise in the FSM space, we are excited to introduce our modernized product suite to help maximize our customers' worker productivity, while positioning the product to support the growing demands of the service ecosystem."
Jul 30, 2019 • Customer Effect Score • Customer Experience • Customer Service • Paul Whitelam • field service • field service engineers • field service management • service engineers • Service Management • Uncategorized
Paul Whitelam, VP Product Marketing, ClickSoftware, outlines why turning to look at how effective our customers' are at dealing with issues can shine a light on your own performance and productivity...
Paul Whitelam, VP Product Marketing, ClickSoftware, outlines why turning to look at how effective our customers' are at dealing with issues can shine a light on your own performance and productivity...
Whether trying to get more jobs done in a day, more jobs per technician per year, or more fixes achieved on the first try, there are plenty of time-tested ways to show improved field service performance through metrics.
But if you're still not sure that your field service is delivering peak performance, it might be time to look in a surprising place for a new set of KPIs: your customers. How hard are they working? At a time when every business is obsessed with delighting their customers, many underestimate the role customer effort plays in determining the quality of the experience.
The Customer Effort Score is a new KPI that measures how much effort your customers put into getting an issue resolved. If retaining loyal customers is a priority for your business, read on.
When your customer goes to work
Today, you can order something online in a matter of seconds and get it the same day. You can even hail a ride in minutes at the click of a button. Companies like Amazon and Uber are making it effortless for customers to receive great service. These on-demand businesses have set a high standard for all service organizations.
Great customer experience can begin as soon as an issue arises. Great customer experience can begin as soon as an issue arisesIt can start with their first phone call, their visit to your appointment booking portal, or how they are notified of the technician's ETA.
The same is true for bad experiences. To uncover all the ways you could ease your customer's pain even before you fix their problem, consider every potential interaction with your business. Here are three ways field service organizations can reduce customer effort.
1. Enable true self-service
To some, self-service means troubleshooting and problem solving done by the customer. For others, the definition includes providing ongoing access to important information that helps the customer not only treat issues but continually get the most value from their product or service.
This also should be extended to include how easy it is for the customer to request help or information, book an appointment, or speak directly to a representative. Much of this can be accomplished with a well-designed and easy-to-navigate website, connected to a knowledge management system that shares information consistent with what your employees see.
2. Empower everyone involved
For every step of the service journey, you want customers to feel in control of the process and that you're treating their time with respect. Dispensing confusing or incomplete information does not help.
Your front-line employees should also be empowered to do the best job they can. Will they have prior access to the customer's case so they can arrive prepared? Will they be routed to a job site with the correct parts and equipment already in their vehicle? Can your call center and mobile employees make decisions based on flexible or well-defined policies to reach to a satisfying resolution faster?
Imagine a customer who needs to explain a problem to the newly-arrived technician after already doing so over the phone or online, and then is unable to get the problem fixed due to a missing part or lack of skills. Now they have to restart the process to make a new appointment. How would they rate their effort on a 1-5 scale?
3. Integrate, integrate, integrate
To enable the control, transparency, and empowerment customers want, tight cross-channel and cross-team integration is critical. While customers might prefer phone agents over automated chat bots or SMS, ultimately, they want the option that gets them the help they need as quickly as possible.
However many channels you offer for communication, ensure customers are easily transferred and that information is shared seamlesslyHowever many channels you offer for communication, ensure customers are easily transferred and that information is shared seamlessly. You want to minimize the times your customer is sent to another department. But if it's unavoidable, you can send them along with all the relevant information so they don't have to start over with the next person on the phone.
Similarly, the way your field service professional interacts with your customer should be standardized and consistent with your brand. Integrate your communication channels, your CRM, as well as your processes and policies, to consistently deliver service that minimizes customer effort.
High effort is inversely related to good experience
User experience designers who work on everything from smartphone apps to retail spaces understand that minimizing friction and effort is good for customer experience, retention, and repeat business. Research by Gartner and Forrester encourages businesses to focus on how they can lower customer effort to win hearts and minds. Making your customers feel that their time is valued and auditing for areas of improvement is a great starting point.
Besides boosting your workforce efficiency and productivity, examine where your organization can minimize customer effort. This creates seamless experiences from the moment the need for service arises. Your customers will thank you with their loyalty.
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Jul 30, 2019 • Features • Management • Customer Expectations • Customer Experience • customer satisfaction • Customer Service • Mark Brewer • mobile workforce management • Digital Transformation • Experience Economy • field service • field service management • IFS • Service Management
In his previous article for Field Service News, Mark Brewer, Global Industry Director, Service Management, IFS introduced the concept of the experience economy, now he outlines why digital transformation is the key to driving it forwards...
In his previous article for Field Service News, Mark Brewer, Global Industry Director, Service Management, IFS introduced the concept of the experience economy, now he outlines why digital transformation is the key to driving it forwards...
Here's a scary statistic. The average person clicks, taps or swipes a mobile device 2,617 times a day. It shows just how much time we now spend interacting with the online world. Banking, booking holidays, shopping, socialising and so on, we increasingly live our lives through a screen. And with every interaction, we expect a particular level of service in return.
With digital technologies continuing to advance rapidly, along with consumers' understanding of the possibilities they enable, people demand an immediate and seamless experience whenever and however they make contact. These expectations, which are already prevalent in the home, have now evolved in the workplace. This has major implications for the planning and delivery of service, and specifically how companies look to drive customer loyalty (and ultimately retention) via a superior experience.
Automation and Artificial Intelligence (AI) have a significant role to play here. AI isn't strictly new of course. But what is new is the way it influences today's experience economy by affecting outcomes, driving engagement and in many cases scaling the human.
Superior engagement
A comprehensive customer contact strategy is essential for any service organisation. Traditionally, this has focused on voice or email; now it includes an entire omnichannel capability with multiple media touchpoints. As you'd expect, this evolution is being driven by younger age groups. 26 per cent of millennials use social media and 29 per cent use texts and messaging apps to reach out for service, while three-quarters of all people over 44 years of age prefer using more traditional means such as emails or phone calls.
For example, if you want to book an appointment for someone to come and service your boiler, you can organise it without having to speak to anyone, online. A chatbot replaces the 'real' person. This is more convenient for you, more cost-effective and efficient for the organisation you're talking to - but it also raises your expectations.
This means responses must be faster, and there's no room for error. There's no time for long calls with operators or the patience to be passed from department to department. And gratification must be swift and successful, however you interact - whether via a web portal, email, virtual assistant, or even an instant messaging service like WhatsApp.
74 per cent of companies offer some form of self-service for customers - and the majority have implemented it specifically to improve customer experienceThis has implications for businesses looking to maintain positive customer relationships. An operation which has traditionally focused on contact centres, predominantly powered by phones (i.e. voice), must now deploy a comprehensive, omnichannel communications suite capable of serving a wide range of contact media, anytime and anywhere.
This can be problematic. Many companies can't afford to extend their contact centre facilities to multiple locations, or cater specifically to every market they're working in.
However, help is at hand with virtual contact centres which can make efficient use of distributed and varied workforces, automatically matching agents with requests and customers. This also drives a more responsive, agile, and scalable workforce where agents can engage in multiple simultaneous conversations using multiple chat sessions and providing consistently high service levels.
The B2C world already does this pretty well. 74 per cent of companies offer some form of self-service for customers - and the majority have implemented it specifically to improve customer experience. B2B organisations need to follow suit. The rewards are big for those who do it well. Companies with effective omnichannel communications enjoy 28 positive customer experiences for every one negative experience, while companies without this experience just two positive experiences for every one negative*.
It's a no-brainer. Doing omnichannel well can create up to 14 times more positive customer experiences. Crucially, this also influences customer loyalty. To look at it another way, your business will potentially only lose one in 29 customers, as opposed to one in three!
Powering the experience
The driver here is digital transformation, enabling new levels of service provision. Customer interactions differ based on age, demographics and preferences. Digital supports them all. It's no longer just your customer services department talking to these customers, it's your equipment, IoT sensors, AI, chatbots and more: predicting behaviour, recommending actions, solving issues, intuitively. The more it does this, the smarter it gets.
This technology is transformational and can bring huge benefits to your business. However, you need the right infrastructure in place to manage it.
So, what next?
To see examples of how IFS has helped customers drive digital transformation in their operations, and understand how omnichannel customer engagement can improve your customer's experience, visit ifsworld.com.
*Forrester: The role of emotion in customer experience
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Jul 10, 2019 • Features • Customer Experience • Software and Apps • Uber • localz • lastmile
There used to be an adage in business when it came to dealing with suppliers that jokingly went along the lines of "I only want one throat to choke."
The idea was that if an organisation was providing you with a service, it was preferable to have just one touchpoint with them, one human at the end of the phone who understood the entirety of the relationship. One vendor who could provide the hardware, the software and of course all the services required to make that then all work.
However, today this concept seems somewhat antiquated, particularly amongst larger organisations. In a world of increasing connectivity and APIs, the prevalent thinking is more along the lines of "I want whatever you have to work with what I have."
Best-of-breed solutions are once again returning to the fore to resolve specific challenges, often challenges that have arisen as the result of the disruptive nature of emerging technology we have witnessed in recent times and the ripple effect that disruption has on service across many varied and disparate industry verticals.
This development has led to a new wave of innovative companies rising to prominence within the field service sector. These include 'Last Mile' solution provider Localz who have already garnered an impressive roster of clients including DPD, Belron and UK utilities giant British Gas. The latter even having showcased their use of Localz technology as a major USP in their most recent high profile advertising campaign.
Localz is a perfect example of an organisation that has been able to identify an essential gap in the current field service management ecosystem that has been exposed by developments outside of the sector. Rather than trying to reinvent the wheel and fix parts that weren't necessarily broken in the first place, they've instead focused on providing a well thought out, easily implemented and effective solution for an important but somewhat overlooked part of the service cycle.
"We're not here to change the world for field service companies; we are not going to make you change everything you already have. We are here to help you quickly get big cost savings and massively improve your customer experience by simply plugging in our location based day of service software," comments Tim Andrew, CEO Localz.
Of course, the twenty-first century has so far been the century of data. We have seen field service companies make a concerted effort across the board to knock down the silos between divisions to allow data to flow seamlessly across an organisation to enable them to attain the once fabled, but now commonplace 360-degree view of the customer.
This trend has played well into the hands of the major platforms who could facilitate this by offering multiple functionalities within their suite of solutions. SAP, IFS, Microsoft and others have all championed the benefits of the platform approach for this reason.
As is the cyclical nature of such things, it is often outside of the restrictions of enterprise providers, that we see innovation flourish and thrive. It is a well established pattern of evolution and consolidation that those of us in the field service sector with more than a few flecks of grey in our beards will recognise.
However, the difference between today and previous years is the prevalence of APIs and the increasing ease of integration, which allows a solution like Localz to plug-in on top of a broader system and deliver the impressive level of last-mile communications and visibility that British Gas has harnessed so effectively.
"Connectivity is the big thing," explains Andrew as we discuss how technology development has evolved in the last decade.
"It's also important for technology providers to realise they need to switch the model on how the technology works. Smarter providers have stopped putting themselves in the centre. Customers' don't want to hear about a solution that is the centre of their operation; they have already invested significantly in many solutions and established efficient processes that broadly work well. Now they want to improve; they want to see how we add value to what they've already invested in."
"The twenty-first century has so far been the century of data..."
The solution itself can be described in a sense as Uber for Field Service in that there is a very slick visual representation for the end customer to see the engineer arriving.
There is also, other useful technology within the solution, including scan to van stock management, which can be a game changer for the P&L of some companies struggling to cope with the constant movement of spares. However, it is in its ability to allow field service companies to deliver a service experience that has become an expectation in the age of Amazon and Uber, that Localz grabs the headlines.
This is mostly because it is addressing an issue that many service companies, whether it be a giant like British Gas is universal, or a niche SMB are facing - customer expectations and understandings of what 'good' service looks like are evolving rapidly.
"Something I touch on quite a lot is that customers are more informed across the board today," explains Andrew
"Whether it be in a B2C, B2B or even a B2E environment, we're all just universally more informed today as such customer expectations are radically increased. Also, the ability to switch providers, especially in the consumer world, is becoming easier and easier. I don't need to speak to somebody; I literally can go on a website and choose from A, B, and C and get better service."
The term that has risen to popularity over the last eighteen months in this regard is the 'experience economy' where customer satisfaction is no longer enough, we have to consider and understand the total customer experience to deliver customer delight. With this in mind, tools like Localz have become an essential part of the field service equation as they play a significant role in meeting the modern expectations of that service experience.
As Andrew touched on, this experience economy, these increasing customer expectations, have begun to break down the barriers of what we would traditionally define as business to business or business to consumer service standards.
The impact of disruptors, such as Uber and Amazon, is being felt wide and far beyond transport and e-commerce, it's become ubiquitous across all industries.
"It's definitely becoming that way," Andrew agrees as we touch on how the lines across bB2C and B2B appear to be blurring.
"Service expectations especially around visibility and communication on the day of the service call are fast becoming table stakes in B2B, but I think we're going to see it in B2B soon enough as well."
If indeed the zeitgeist of the early twenty-first century, in the field service sector at least, is one of seamless service experience, then tools like Localz could very quickly become an essential addition to any field service organisation's technology sector.
Apr 09, 2019 • Features • Management • Augmented Reality • Customer Experience • panel • Digital Transformation • digitization • ScopeAR • servicemax • Software • Customer Focus • Data Management
A panel debate on the best digital tools for achieving top-end service, strayed from shortlisting technologies and focused more on the end-user impact. Field Service News' Deputy Editor Mark Glover attended the session – part of Field Service...
A panel debate on the best digital tools for achieving top-end service, strayed from shortlisting technologies and focused more on the end-user impact. Field Service News' Deputy Editor Mark Glover attended the session – part of Field Service Europe 2018 – and saw discussion range from strategy to data, but always swinging back to the customer.
Among the many highlights from Field Service Europe, held in Amsterdam before Christmas, was a debate attempting to shortlist digital tools that can contribute to a world-class service process.
Panellists included Miguel Angel Hernanz, VP Head of Global Service Delivery Transformation at Phillips Healthcare; Karen Mehal, VP Field Service Lightning at Salesforce and David Nedohin, President at Scope Augmented Reality.
Chairing the debate, Field Service News' Editor-in-Chief Kris Oldland began by defining world-class service and more specifically what it means to customers used to high-end service delivery from the likes of Uber and Amazon. "Service is no longer how we compete with our direct competitors," he told delegates. "We're now constantly at competition with the best service experiences customers have ever had. We're now moving into a world where customer satisfaction is perhaps no longer the right phrase anymore.
"It has to be about customer experience and understanding what the experience is to the customer and working back from there. Only then can we really start thinking about what world class service is," he posed.
Oldland put it to the panel that technology and digitisation in service should be perceived as "one continuous eco-system that compliments and feeds off one-another" rather than separate tools. Hernanz, who recently oversaw a large B2B and B2C contact center service transformation at Phillips Healthcare, was keen to set the focus on strategy and away from the tools. "The different tools are enablers," he said. You should first of all take a look at your strategy and secondly re-define your processes end-to-end, then use the different solutions or tools that are available in the market to make it happen."
He continued: "The problem with digitisation and the variety of tools in the market is that you get overloaded with information; you find opportunities all over the place and you want it all and you want it now and that is a big mistake. "You should start doing a proof of concept. You try it, you learn, you correct and you scale up; if it is scalable. Or you dismiss it and you try something else" he urged.
Servicecloud's Karen Mehal agreed: "If you don't understand what your objective is, how do you know you're getting there? she asked, going on to question the use of the term digitisation. "We digitised field service technicians with laptops 20 years ago, did we not? We gave them a laptop. That was digitisation."
It's a good point. The industry can be guilty of getting swept up in buzzwords without fully understanding what they mean, and more importantly how they can impact on customer service. "What's the objective?" Mehal continued, "Is it around your customer? Is digitisation serving your customer? If it isn't, it really should be. Or are you just taking your ERP and digitising it?
If the customer service is the end goal, then digital tools should be used to empower that process. Putting this theory to David Nedohin, the co-founder and president of an Augmented Reality company, Oldland asked how such a new and innovative technology such as Augmented Reality can cut through the excitement and intrigue to become a genuine ROI. "It's about identifying what the problems are but to also make sure there are measurements to it," Nehan explained. "For example, if you are currently sending out your field service team to help support your customer on a certain percentage of problems, what is that costing you right now? And if you could implement a technology that could help reduce a certain percentage of those, then what is the actual cost savings?
"If they don't have those numbers, we work with them to find out what those numbers are so there's a business case that can be presented to management," he says, before adding: "It's a strategy they need to put together to understand exactly why they're solving that problem. You have to start with the problem, you have to start with the use-case."
Concurring, Oldland suggested that technology should underpin a wider business plan of evolution. "Digitisation is not a one-off process," he said. "In a sense, we're talking about a continuous improvement journey, it's just that the tools behind that evolve too."
"I see a lot of people get lost in that," offered Mehan, who by her own admission is customer-facing, "They get lost in the shiny object, such as Augmented Reality. But if your strategy is around customer support, better customer service, wouldn't it be better to use digitisation to look at someone's asset now and fix it now, rather than scheduling someone to go out there and fix it?
"Our world is no longer traditional. We're not in a traditional world, we're not in a traditional software world, we're not in a traditional field service world. We should not be bound by EAPs or by software. We should by bound by what serves out the customer," she argued. "My questions are: are you doing that with your digitisation. Are you really taking care of the customer when you're doing your strategy?" She said.
Philips' Hernanz admitted working in large organisations ,where many different stakeholders have many ideas can be difficult. However, all these opinions come second to that of the most important stakeholder: the customer. "You need to put the customer at the centre and listen to them," he said. "This is very important. You must find out what they need and then start building solutions which are suitable for today, but also for the future because the whole process is also an evolution."
"We're not in a traditional software world, we're not in a traditional field service world..." (Mehal)
One digital tool that has made a significant impression on this process is data and, in particular, big data. Filtering the most useful information remains the challenge, given the reams of information that smart assets churn out. "There's no point in having data if it's not providing the right insight," Oldland said to the panel, all of whom agreed and acknowledged all the customer cares about is fixing what needs fixing.
Referencing a client who made industrial cooking equipment for fast food restaurants including Burger King and Macdonald's, Mehner told the audience that when their client's equipment – such as a bun toaster – produced a fault the restaurant would call out a contract worker ill-equipped to isolate and solve the issue. "This piece of equipment," Nedohin explained, "now has 20 or 30 tickets associated with it because the technician doesn't know how to diagnose the problem, let alone fix it. The message is clear: we need to find a better way of fixing the assets."
The restaurant now uses remote support tools to directly contact the manufacturer, who can identify the model, the fault, diagnose the problem and send the right technician with the correct parts and asset knowledge "There is data with this such as preventative maintenance," Nedohin said. "But the customer doesn't care, all they care about is getting the equipment working. That data is important to somebody and that somebody is in the manufacturer's office. "The person at the end just needs to know what to do," he concluded, summing up a key take away from the debate.
Enlightened delegates left the session without a list of digital tools but an idea of what to do before you choose them. Data collection, Augmented reality can all complement a process, but without a strategy that also encompasses your customer's needs, those tools may as well be blunt.
Dec 19, 2018 • News • 4G • 5G • Customer Experience • customer satisfaction • Future of FIeld Service • Cloud services • Ericsson • IoT • SwissCom • Daniel Staub • Expert Analytics
Ericsson has been selected by Swisscom, the largest telecommunications service provider in Switzerland, to enhance the consumer experience for its subscribers through deployment and integration of the Ericsson Expert Analytics solution into its...
Ericsson has been selected by Swisscom, the largest telecommunications service provider in Switzerland, to enhance the consumer experience for its subscribers through deployment and integration of the Ericsson Expert Analytics solution into its existing big data ecosystem.
Ericsson's solution will deliver data analysis and actionable insights for the service provider's 5.3 million 4G mobile broadband subscribers using video and other OTT applications on the nationwide mobile network.
Daniel Staub, Swisscom, says: "Delivering a superior experience to our customers is at the very centre of Swisscom's strategy, and Ericsson Expert Analytics will help us to pursue this vision even further by providing us with end-to-end visibility of our services across our 4G mobile broadband network. With this solution, we will now be able to monitor and proactively optimize our service level performance, as well as take action on any issues we see."
Arun Bansal, President and Head of Ericsson Europe and Latin America, says: "Satisfied customers are loyal customers. Not only will Ericsson Expert Analytics enhance the customer experience and improve network quality for Swisscom, but it also paves the way for smoother entry to 5G, IoT and cloud services with the solution's advanced capabilities. We will continue to provide Swisscom with the most advanced network technologies and support as they move rapidly toward commercial availability of the next generation of connectivity."
Swisscom is a pioneer for 5G services with Ericsson as its strategic partner. The two companies have already achieved a number of significant milestones in making 5G a commercial reality, highlighted recently by Europe's first end-to-end, multivendor 5G Non-Standalone (NSA) data call on 3.5 GHz band. Swisscom was also the first announced customer for Ericsson's strengthened end-to-end mobile transport solutions.
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Dec 12, 2018 • Features • Management • Aftermarket • copperberg • Customer Experience • Customaer Satisfaction • Customer Focus • Engineering Services • Mark McCord • Thomas Radau • Titan
This year's Aftermarket Business Platform was once again a hive of information as senior leaders from across the European continent and beyond came together to share their insight, learn from their peers and see first hand the technology that is...
This year's Aftermarket Business Platform was once again a hive of information as senior leaders from across the European continent and beyond came together to share their insight, learn from their peers and see first hand the technology that is shaping the sector.
The conference was packed with the leading thinkers within the industry from both the practitioner and solution provider side and in this second in a series of articles with those key speakers Coppperberg's Mark McCord joins reflects on his discussion with Thomas Radau of German firm Titan following his presentation...
The schedule for Aftermarket 2019 is already being put together and it promises to be a key date in the calendar once again. This is an event that almost always sells out so head over to aftermarketeurope.com now and secure your place at this important industry event...
In a distinguished career in engineering services, Thomas Radau has seen a lot of change. The biggest, however, has been industry's attitude towards the customer.
No longer just the endpoint in a supply and process chain, manufacturers increasingly see customers as long-term partners.
"There's been a revolution in thought," says Radau, service manager for German packaging and strap-making firm Titan.
"In the past, the customer was paid lip service to and customer-focus was more an attitude than a practice. But now it's key to our business."
It's no longer enough simply to offer customers a product, Radau says.
"You have to be very focused to say 'am I understanding you correctly, this is the problem, that's where I can help you..."
"You have to be very focused to say 'am I understanding you correctly, this is the problem, that's where I can help you'."
Radau began his career as a service technician and electronics expert and was posted in various locations around the world. He gained an up-close understanding of the importance of aftermarket service provision while working within the compressed air and gas purification industry, where the smooth running of equipment and minimisation of downtime are critical.
He later moved to DEUTZ, a manufacturer of industrial diesel engines before joining Titan in 2015.
In an engrossing presentation at Aftermarket 2018, Radau stressed the importance of customer focus by personalising his customer base to an idealised character called "Paul".
"You have to think forward, and ask how do I help Paul meet his projects," Radau told the delegates in Berlin. "If what we do doesn't add value to Paul, then it's useless."
In an increasingly competitive world, it's important for companies to put aftermarket services at the forefront because that wins customer loyalty and satisfaction, Radua argues.
"It's now more difficult to sell things because everybody wants to sell products – it's difficult to get customers' attention," Radau adds. "We must now do things where in the past the customer had to do it themselves."
While Radau jokes that aftermarket service is like a social service, he believes he is in the business of making life better for his customers.
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EN206 / PY270 Gender, Culture and Madness TU & TH, 3:05 - 4:20. Melissa Girard and Amy Wolfson Knott Hall 004
A study of the foundational connections between literature and psychology, this course explores the relationship between creativity and mental illness. Throughout history and across cultures, the label of "madness" has often been applied to women and men whose gender identities, emotions, and behaviors fall outside social norms. Through case studies of American authors, many of whom were hospitalized for mental illness, the course examines how gender constructs and values continue to shape definitions of mental health and illness.The course fulfills both the EN 200-level and the second Social Science core requirement. For PY majors, it fulfills a Category VI requirement. Same course as EN206.
PY420 LGBTQ and Religious Issues TU 4:30 - 7:00. Perrin Robinson Maryland Hall 440
Spring 2020: PL337, Philosophy and Feminism (taught by Dr. Mavis Biss)
Synopsis: Treats analyses of oppression, conceptions of agency and autonomy, and accounts of the relationship between politics and social reality developed from several feminist philosophical perspectives. Taken together, the course texts challenge students to approach issues in moral and political theory in light of an understanding of how power dynamics involving gender function across cultural-historical contexts.
Learn more about capstone opportunities.
Learn about Study Abroad opportunities in Gender and Sexuality Studies.


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Congratulations to Cindy Gramley on the birth of her grand-daughter, Ella Rose. She was born on October 8th at 7lbs., 5 oz. and 22" long. Mom and baby are doing great!
Cindy's quote: "I am having so much fun with this new baby!!"
We're looking forward to seeing more pictures and lots of crochet garments to adorn this precious child!


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Or, like Highsmith's photos, you can download it for free from the Library of Congress, with no restrictions. The choice is yours. 3:28 p.m., July 30: This post has been updated to explain that all.
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Plague Doctors
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Crash closes Mt Victoria Tunnel
News from NZ Police
Police were called to a crash in the Mt Victoria Tunnel near Hataitai late this afternoon.
There were no serious injuries, but the road was closed for about 30 minutes.
Final UPDATE 4:50PM
This Mt Victoria #Tunnel crash has been CLEARED and the tunnel is now OPEN in both directions. Resulting congestion is EASING, thanks for your patience. ^CR https://t.co/xJqNI6745N
— NZTA Wellington (@NZTAWgtn) July 18, 2019
Motorists were advised of delays and advised to take an alternative route. As a result, there were queues on Cobham Drive and traffic was heavy through Newtown.
Content Sourced from scoop.co.nz
Original url


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Lorena Rodriguez rarely thinks about the harrowing trip from a small village in El Salvador to the Boston suburb she now calls home. She's too excited planning the upcoming party for her 15th birthday or "quinces," a right of passage for many Latinas. "I'm going to celebrate with my whole family," she said.
Four years ago, the then 11-year-old girl left her mother behind and boarded a bus with her older sister Francisca in the middle of the night. Behind they also left the father who verbally and physically abused them and the gangs that threatened to rob and rape them, sometimes knocking on their door, screaming loud threats.
Lorena recalled sobbing for hours as images of Santa Ana, the town where she grew up, faded in the darkness. The tears stopped when they got to the Guatemala-Mexico border and were told to be quiet and climb into a truck compartment with about 13 people. "I was very nervous," Lorena said. Smugglers known as coyotes dropped off the group at a rural Mexican house Lorena describes as "ugly and dark" to await instructions on the toughest part of the journey, crossing the Rio Grande.
The Morning Rundown
After almost a month in the stash house, the sisters found themselves in the dark of night holding on to an inner tube as they battled the currents. They made it across and walked wet until they reached Hidalgo, Texas. That's where U.S. border agents detained them and sent then to an immigrant shelter in Brownsville, one of the many crowded South Texas facilities that house thousands of children who cross the U.S.-Mexico border unaccompanied and undocumented every year.
The moment they got permission to make a phone call, Lorena dialed her oldest sister Maria Marisol in Everett, Massachusetts, who had not heard from them since they left El Salvador two months earlier. Lorena had memorized the number knowing that she may not be able to carry even a piece of paper in her journey. Maria Marisol answered relieved. Her sisters had survived the dangerous crossing. "I never lost faith that we would make it," said Lorena's sister Francisca.
The children's advocacy group Kids in Need of Defense, known as KIND, helped the sisters find an attorney who would help them be reunited. Boston attorney Carlos Maycotte worked on the case pro bono. "These are really good kids and they just deserve a chance," he said.
The sisters were lucky. Advocates say only 50 percent of unaccompanied children who cross find legal representation.
NBC News interviewed Lorena in 2012 as part of in depth coverage on the more than 13,000 unaccompanied minors crossing the border then. That number has more than tripled this fiscal year, with 38,242 of these children on the run being picked up by border patrol by May 31st.
Kids cross border alone, fleeing drugs and gangsJuly 3, 201202:46
"We are facing a refugee-like crisis," said Megan McKenna, KIND's Communications Director. "These thousands of children are coming alone to the United States to seek safety from increasing violence in Central America - particularly Honduras, Guatemala, and El Salvador -- which is driven largely by gangs, narco-traffickers, and other criminal groups that prey on these children."
The soon-to-be ninth grader is already making plans for college. "When I grow up I want to be an attorney."
Asked now if her perilous journey was worth risking her life, Lorena says she has no regrets. "I'm growing, doing really well and I will soon be going to high school!," said the excited 14 year old, who lives with Maria Marisol and Francisca in a townhouse. Four years after arriving in Massachusetts, Lorena speaks English fluently. "English is my favorite subject," she said, adding that she loves school.
The soon-to-be ninth grader is already making plans for college. "When I grow up I want to be an attorney."


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Cedar Rapids Kernels South Bend Cubs MiLB
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Illinois state Sen. Jim Oberweis (R-Sugar Grove) | http://senatoroberweis.com/
Illinois state Sen. Jim Oberweis (R-Sugar Grove) vows to keep his priorities in line if elected to congress next November.
"Instead of wasting time with the impeachment, congress should be making time to do something that helps all Americans," Oberweis recently posted on Facebook.
Running against U.S. Rep. Lauren Underwood (D-Naperville) in the 14th Congressional District in November 2020, Oberweis' ire was recently raised when U.S. House Speaker Nancy Pelosi (D-California) cast doubt on the United States-Mexico-Canada Agreement (USMCA) trade deal's prospects despite once being heralded as "imminent." Like a growing number of Republicans, Oberweis believes the time and attention that Democratic lawmakers have devoted to impeachment efforts have caused them to neglect more pressing issues like the USMCA that Trump has made a central theme of his 2020 reelection effort.
U.S. Rep. Lauren Underwood (D-Naperville) | twitter.com/repunderwood
"The national debt stands at more than $23 trillion and continues to rise," Oberweis said in a separate post. "We need to focus on reducing spending and congress needs to get serious about eliminating waste and redundancies in the budget."
After six years in Springfield representing the 25th District, Oberweis launched his campaign against Underwood on a platform of conservative values and fiscal responsibility. The veteran lawmaker recently bagged the Lake County Republican Federation endorsement from a GOP primary field that also includes state Sen. Sue Rezin (R-Morris) and former Kendall County Republican Chairman James Marter.
Oberweis serves on the Senate Appropriations, Labor and Commerce, and Environment and Public Health committees, and his 25th District includes portions of St. Charles, Geneva, Batavia, Elburn, Sugar Grove, Aurora and North Aurora.


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Time Flies...
Posted on Fri Sep 29th, 2017 @ 9:36am by Lieutenant JG Paula Winchester & David Hawkins & Commander Mercia Kavi & Lieutenant JG Theodore Treadagar IV
Operation Red Garden
Location: Ready Room - U.S.S. Gladiator-A
Timeline: MD2-09:00 Hrs
The hum of the ship traveling at warp was almost a soothing sound as David had started to get used to the new ship's odds and ends. He, and his staff, had been overwhelmed at first as they never expected to be in charge of one of the largest and most bulky ships in the fleet. The size alone was more than enough to explain why they weren't worthy. But it was the sheer size of the new crew compliment that had his focus even more. Yes, he had been a Task force commander overseeing several more than that, but it wasn't completely the same. He had completely different captains and they had their own senior staff. All he really oversaw were the reports of the ship and assign missions to them. That was practically all it was. Now, he was in a position to actually see and maintain those people. It was quite a site to say the least.
Hawkins looked over at his XO, who was sitting his his chair behind his desk almost acting as though she owned the place. "You comfy?"
Mercia closed her eyes and snored, dropping her head down before she grinning at him and giggling.
The door to the ready room chimed and both looked over at the door and called in unison to approve entrance. "Hey..." David looked at her quickly. "... I'm still captain. So knock it off."
"Make me!" Mercia challenged him as she put her feet up on the desk.
Paula stood outside the ready room looking for her deputy to arrive, She asked," Are you alright Ensign?" as she remembered her first time meeting the Captain and the XO of the Gladiator, As she stood there with her PADD under her arm, She wondered why the Captain had asked for this meeting.
Theodore's heart was aflutter as he made his way towards the ready room. He couldn't believe it. He hadn't been on Gladiator long but here it was, a moment he was thrilled to be a part of. He tried to steady himself as he keyed the door chime for the ready room...
"Enter!" The captain and XO's voices could be heard as he stood straight and turned to the door to give the ensign his full attention.
As Paula entered first with Theo behind her, She said," Captain, Commander, What's up?" She asked knowing that in the meeting she noticed that Kavi didn't like the sound of where they were headed. Maybe this was the reason they had been asked to come here. as she looked back at Theo who had come to a halt next to her.
Theodore entered the ready room and saw all the attendants, which made it plainly clear to him that this was definitely happening. He stood still and nodded. "Ensign Theodore Treadagar, reporting as requested sir!" He then stood at ease...
"Ease up before you break something," Hawkins spoke up as he shook his head before he handed Paula a Padd and a small box. "Alright Winchester, it's been cleared and approved. He is your crewman, so have at it."
Paula read the PADD and smiled and turned to face Theo, Ensign Theodore Treadagar IV, it is my great pleasure," grinning from ear to ear, she continued "to Promote you to Lieutenant junior grade, with all right forth with," as Paula knew she could not have a Ensign as her Deputy and had portioned for it after her meeting with him. as she looked back at him.
Theodore listened and beamed as the words were read to him. He'd only been on Gladiator a very short time and to be promoted already, it was a dream come true for him. He did his best to hide his excitement but failed miserably, characterized by the huge, cheesy grin he was wearing as he took it all in.
"Congratulations Lieutenant," replied Paula.
"Thank you ma'am!" Theodore almost exclaimed. "I honestly don't know what to say other than another thank you and to request permission to be dismissed so I can go put my new pip on!"
David cleared his voice as he pointed to the small box that he had handed to Paula. "The box, Lieutenant Winchester."
"Oh yes , here you go Lieutenant," as she handed the box over to Theo, "Again Congratulations, you deserve it," as she once again gave him a smile and gave a wink to Hawkins as if to say Thank you. but still she was concerned about Mercia about the heading of the Gladiator.
Theodore's hands were shaking as he took the box. Even with all the words spoken to him, this moment finally made everything click and a wave of emotion covered him like a rogue tsunami. "I hope I don't start blubbering like an idiot.." He said as he opened the box and took out the black pip that was lined in gold. His hands were trembling and he had a bit of a fumble as he tried to put the pip on his collar.
Mercia dropped her feet off Davids desk and came around it. "Here nervous Nelly." she said taking the pip out of the box. She pinned it to his collar then nodded. "That looks better."
"Well Lieutenant. Your promotion has been in pending due to the inability to get you assigned to a primary assignment. Don't ever hold back when you have your own career ahead of ya. Obviously there are paper-pushers that seemed to think that they don't have to keep things going if it doesn't have to do with themselves or those they are pampering. So I had Kavi to investigate the matter a little. Once she found the snag, I jumped in and pushed it through, mainly threatening a life or two. Nothing to minor," the captian shrugged as he looked at the two security officers before him. "I expect you two to get better at working together. With this mission coming up, I expect you both on your best stance. Get this ship's defenses ready for anything and those security staff up to par as well. If either of you need to work with Hayter, get at it now while we are in transit. Any questions?"
"Just one Sir," replied Paula looking at Kavi, "What does this Planet Have to do with Kavi?" as she needed to know and not find out on the planet's surface or in a fire fight. as she had been planning to get the staff toughened up before they reached the Planet. and have Hayter get the new guys up to par.
Mercia shot Paula a glare. "My connection to Lotus Major has nothing to do with the mission, so you don't need to concern yourself with it."
Paula turned to Theo and said," Excuse me Theo, Can you go see the section Heads for me?" as she knew this was going to get Personal between her and the Commander, But for her she needed to know the lay of the land and the only place she could get that information was from Kavi.
Theodore picked up on a subtle hint and stood at attention for a moment. "Ma'am.." He then turned and left the room, a very noticeable spring in his step...
After her deputy had left Paula turned to face Kavi and said," I need all the information about that Planet and you are the best person I've got," looking at her, She continued," As I am not sending my Officers in blind," as she moved closer to the Commander.
I'll leave this to you two," David waved his hand as he started for the door. "And Paula, ask her. Don't demand from her. Otherwise I'll have to have a medical emergency to report in my sick bay. Do I make myself clear?"
" Yes Sir," she replied whilst keeping her gaze upon Mercia" as she knew this was going to get frosty between her and the XO, She said "Now Am I going to get that Information or do I just let you go alone down there?" as she gave Mercia a choice and not demanding it like Hawkins has suggested to her
"And Kavi, be nice."
Mercia shot David a glare, "you're no fun." she muttered before she dropped in the chair behind the desk again. "Ask away, but remember my intel is 15 or more years old." she said.
Captain David Hawkins
Commanding Officer
U.S.S. Gladiator-A
Lt. JG Theodore Treadagar IV
Assistant Tactical/Security Chief
U.S.S. Gladiator-A
Commander Mercia Kavi
Executive officer
U.S.S. Gladiator-A
Lieutenant Paula Winchester
Chief Security/Tactical Officer
U.S.S. Gladiator-A


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Our campaign budget is $2,500,000. We believe that our efforts will result in 250,000 more voters going to the polls to vote against the Question 6 ballot same-sex marriage referendum. Jump the Broom for Marriages is looking for funding for this campaign. Your donations and/or purchase of a field media or mail package is key to the successful defeat of the "Marriage Equality" referendum in the Maryland November 2012 election. God is watching us, and Jump the Broom for Marriages needs your help to be victorious in ensuring marriage is between one man and one woman. Help us make Maryland among the other states that successfully defeated same-sex marriage referendums. God and Maryland families are counting on you. In defense of the family,
Dr. Sharon Jones, Chair of Jump the Broom for Marriages Email: firstname.lastname@example.com Website: www.jumpthebroomformarriages.org
Chair Dr. Sharon Duncan Jones ................................................. 443-208-0207 Treasurer Valerie Cunningham .......................................................... 443-208-0346 Campaign Manager Aletllia Williams ................................................................ 443-621-9382 Campaign Attorney Lisa Stancil ....................................................................... 410-662-4943 Deputy of Field Operations Iris Queen ......................................................................... 443-804-4980 Deputy Campaign Manager Media Communications Dorothy Williams .............................................................. 443-902-5970 Deputy Campaign Manager Special Events IEarly Voting Election Day Operations Valerie Cunningham .......................................................... 443-208-0207 Deputy Campaign Manager Office Administration Volunteer Operations Clarice Bryant ................................................................... 443-208-0346 Deputy Campaign Manager Fund Raising Debbie Claridy .................................................................. 443-413-1975
Authority: The Committeefor Jump the Broomfor Marriages: Valerie Cunningham, Treasurer
Dear Pastor: The November 2012 election has a highly sensitive ballot issue that Marylanders will decide. The issue is disguised and being called Marriage Equality, which in reality is Same-Sex Marriage. We in the body of Christ understand that same-sex marriages are counterfeit and run counter to God's intentions. Moreover, we understand that Same-Sex Marriage is not a civil rights issue; it is a core family issue. We are asking you to join us in defeating Marriage Equality or Same Sex Marriage by participating in one or more of the following ways: 1. 2. 3. 4. 5. 6. 7. 8. 9. Give a JBM representative time to speak during a worship service at your church Pass out the literature to your congregants Appear as a panel guest on a radio show (WOLB 1010) Be the voice in a radio commercial Take a lawn sign Volunteer with the campaign Work a poll on election day Make a contribution Be a part of same sermon Sunday on October 28,2012.
God is watching us and Jump the Broom for Marriages needs your help to be victorious in ensuring that marriage remains as God defined it: Between one man and one woman. Help us make Maryland among the states that successfully defeated same-sex marriage referendums. God and Maryland families are counting on you. efense of the family,
Treasurer Jump the Broom for Marriages Email: email@example.com Website: www.jumpthebroomformarriages.org


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1999 Trivia, Fun Facts and History
Quick Facts from 1999:
- World Wide Worry: Would the Y2K computer bug end the world was we know it?
- The Top Song was Smooth by Santana with Rob Thomas
- The Movies to Watch include The Sixth Sense, Stuart Little, Austin Powers: The Spy Who Shagged Meand Tarzan
- The Most Famous Person in America was probably Bill Gates
- Notable books include: Harry Potter and the Prisoner of Azkaban by J.K. Rowling and From Hell(collected) by Alan Moore and Eddie Campbell
- Price of a postage stamp in 1999: 33 cents
Sony Diskman: $59.00
Crayola crayons 64 pack: $1.79
- The Funny Guys were: Chris Rock and Mitch Hedberg
The Funny Late Late Night Host: Craig Kilborn
- Myth Becomes Reality: Prior to 1999, the American Express Black Card was just a myth. AmEx decided to capitalize on it and actually make a black, exclusive credit card. You can only qualify if you are a multi-millionaire and get an invitation.
Top Ten Baby Names of 1999:
Emily, Hannah, Alexis, Sarah, Samantha, Jacob, Michael, Matthew, Joshua, Nicholas
The Hotties and Fashion Icons:
Gisele Bündchen, Angelina Jolie, Salma Hayek, Claudia Schiffer, Jennifer Love Hewitt, Shania Twain, Denise Richards, Rebecca Romijn, Heidi Klum
Leading Men and Hollywood Hunks:
David Beckham, Christian Bale, Justin Timberlake, George Clooney
"The Quotes:"
"I see dead people"
– Haley Joel Osmet, in 'The Sixth Sense'
'Is that your final answer?'
– Regis Philbin, on Who Wants To Be A Millionaire?
Time Magazine's Person of the Year:
Jeff Bezos
Miss America:
Nicole Johnson (Virginia Beach, VA)
Miss USA:
Kimberly Pressler (New York)
The Scandals:
Y2k was a bust. Many thought that most computers would stop working when the year 2000 hit.
Airplane Celebrity Death:
John F. Kennedy Jr.
Sports Entertainment Death:
Owen Hart (WWF wrestler, live on TV)
12 people were killed and 27 injured at Texas A&M University when a massive bonfire under construction collapsed.
Pro Golfer Death:
Payne Stewart when his plan lost cabin presuure and all occupants passed out. After 4 hours of autopilot, the airplane crashed in South dakota.
TV Child Star Death:
Dana Plato, age 34 (overdose)
Joan Murray survived a 14,500 ft fall when her main parachute failed while skydiving. She landed in a fire ant mound. Numerous venomous stings caused an adrenaline rush to keep her heart beating long enough for doctors to assist.
Pop Culture History:
Finally, Pac-Man's Perfect Score! Billy Mitchell, played Pac-Man for six hours non-stop to reach the 256th screen and achieve a score of 3,333,360. Pac-Man was released in 1980.
Susan Lucci won her first Daytime Emmy Award, after 19 nominations.
Cost of a Superbowl ad in 1999: $1,600,000
The Habits:
Collecting Pokemion "pocket monsters" toys, cards and games. Also watchig them on television.
Watching The Blair With Project in theaters. The film earned $248 Million and cost about $25,000.
Watching ABC TV's Who Wants To Be A Millionaire? at home. This show was the spark for network reality television.
1999 Toys inducted to the National Toy Hall of Fame:
Barbie, Crayola Crayon, Erector Set, Etch A Sketch, Frisbee, Hula Hoop, Lego, Lincoln Logs, Marbles, Monopoly, Play-Doh, Radio Flyer Wagon, Roller Skates, Teddy Bear, Tinkertoy, View-Master, Duncan Yo-Yo
1st appearances & 1999's Most Popular Christmas gifts, toys and presents:
Furby Babies, Pokemon, Mary-Kate and Ashley and Britney Spears dolls, Chuck-E-Cheese Pizza Factory
Broadway Show – Fosse (Dance Musical) Opened on January 14, 1999 and Closed: August 25, 2001
East End Show – Mamma Mia! (Musical) Opened on April 6, 1999
Broadway Show – Annie Get Your Gun (Musical) Opened on March 4, 1999 and Closed: September 1, 2001
East End Show – The Lion King (Musical) Opened on October 19, 1999
Popular and Notable Books From 1999:
A Man in Full by Tom Wolfe
The Alibi by Sandra Brown
Apollyon by Jerry B. Jenkins and Tim LaHaye
Assassins by Jerry B. Jenkins and Tim LaHaye
Bittersweet by Danielle Steel
Black Notice by Patricia Cornwell
Disgrace by J.M. Coetzee
From Hell (collected) by Alan Moore Eddie Campbell
The Girl Who Loved Tom Gordon by Stephen King
Hannibal by Thomas Harris
Harry Potter and The Chamber of Secrets by J.K. Rowling
Harry Potter and The Prisoner of Azkaban by J.K. Rowling
Hearts in Atlantis by Stephen King
Interpreter of Maladies by Jhumpa Lahiri
Irresistible Forces by Danielle Steel
Motherless Brooklyn by Jonathan Lethem
The Perks of Being a Wallflower by Stephen Chbosky
Southern Cross by Patricia Cornwell
Star Wars: Episode 1, The Phantom Menace by Terry Brooks
Tara Road by Maeve Binchy
The Testament by John Grisham
Timeline by Michael Crichton
We'll Meet Again by Mary Higgins Clark
Best Film Oscar Winner:
Shakespeare in Love (presented in 1999)
1999 Entries to The National Film Registry:
Civilization (released in 1916)
Do the Right Thing (released in 1989)
The Docks of New York (released in 1928)
Duck Amuck (released in 1953)
The Emperor Jones (released in 1933)
Gunga Din (released in 1939)
In the Land of the Head Hunters (released in 1914)
Jazz on a Summer's Day (released in 1959)
King: A Filmed Record… Montgomery to Memphis (released in 1970)
The Kiss (released in 1896)
Kiss Me Deadly (released in 1955)
Lambchops (released in 1929)
Laura (released in 1944)
Master Hands (released in 1936)
My Man Godfrey (released in 1936)
Night of the Living Dead (released in 1968)
The Plow That Broke the Plains (released in 1936)
Raiders of the Lost Ark (released in 1981)
Roman Holiday (released in 1953)
The Shop Around the Corner (released in 1940)
A Streetcar Named Desire (released in 1951)
The Ten Commandments (released in 1956)
Trance and Dance in Bali (released in 1936/1939)
The Wild Bunch (released in 1969)
Woman of the Year (released in 1942)
The Big Movies: (according to boxofficemojo)
1. Star Wars Episode One: The Phantom Menace
2. The Sixth Sense
3. Toy Story 2
4. Austin Powers: The Spy Who Shagged Me
5. The Matrix
6. Tarzan
7. Big Daddy
8. The Mummy
9. Runaway Bride
10. Blair Witch Project
1999 Most Popular TV shows:
1. Who Wants To Be a Millionaire (ABC)
3. Friends (NBC)
4. Frasier (NBC)
5. 60 Minutes (CBS)
6. The Practice (ABC)
7. Touched By An Angel (CBS)
8. Law and Order (NBC)
9. Everybody Loves Raymond (CBS)
10. Jesse (NBC)
1999 Billboard Number One Songs:
December 5 – January 15:
I'm Your Angel – R. Kelly & Céline Dion
January 16 – January 29:
Have You Ever – Brandy
January 30 – February 7:
…Baby One More Time – Britney Spears
February 13 – March 12:
Angel Of Mine – Monica
March 13 – April 9:
Believe – Cher
April 10 – May 7:
No Scrubs – TLC
May 8 – June 4:
Livin' La Vida Loca – Ricky Martin
June 5 – July 16:
If You Had My Love – Jennifer Lopez
July 17 – July 23:
Bills, Bills, Bills – Destiny's Child
July 24 – July 30:
Wild Wild West – Will Smith featuring Dru Hill and Kool Moe Dee
July 31 – September 3:
Genie In A Bottle – Christina Aguilera
September 4 – September 17:
Bailamos – Enrique Iglesias
September 18 – October 8:
Unpretty – TLC
October 9 – October 22:
Heartbreaker – Mariah Carey featuring Jay-Z
October 23, 1999- January 14, 2000:
Smooth – Santana featuring Rob Thomas
World Series Champions: New York Yankees
Superbowl XXXIII Champions: Denver Broncos
NBA Champions: San Antonio Spurs
Stanley Cup Champs: Dallas Stars
U.S. Open Golf Payne Stewart
U.S. Tennis: (Men/Ladies) Andre Agassi/Serena Williams
Wimbledon (Men/Women): Pete Sampras/Lindsay Davenport
NCAA Football Champions: Florida State
NCAA Basketball Champions: Connecticut
Kentucky Derby: Charismatic
Sports Highlights:
Lance Armstrong won the Tour de France for the first time, winning seven in all, losing all of them later, in 2012.
Brandi Chastain's penalty kick won for the U.S. Women's Soccer Team, beating Chin. She dropped to her knees and ripped off her jersey in celebration. Sports bras as outer wear became somewhat fashionable for a few months after that.


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DMEGC Magnetics Co. Ltd., was established in 1980, with a total workforce of only 33 people and an initial focus on the production of ferrite magnets for loudspeaker applications. From those humble beginnings, DMEGC has grown into a diverse, multinational corporation with over 19,000 employees. Today, we are the global market leader of the Ferrite Magnet industry and also have strong market positions in many other industries worldwide.
DMEGC Magnetics is a member of the Hengdian Group, one of the largest privately held corporations in China. The Hengdian Group employs over 50,000 people and records average annual sales in excess of $4.25 Billion based on strong market positions in Electronics, Pharmaceuticals, Chemicals, Studio Entertainment and Renewable Energies.
With the full strength and resources of the Hengdian Group standing behind us, DMEGC Magnetics has been able to achieve average annual sales in excess of $500 million. As a technically oriented manufacturer focused on various materials and component technology technologies, we serve clients in more than 50 countries around the world in the Automotive, Electronics, Home Appliance, IT/Telecom and Renewable Energies markets.
With one of the most diverse R&D and manufacturing bases in all of China that stretches back more than 30 years, DMEGC has established strong, long term relationships with some of the most well known corporations in the world, including:
Microsoft, IBM, HP, Sony, Panasonic, Toshiba, LS, Samsung, LG, Epson, Bosch, Valeo, Siemens, Osram, Huawei, ZTE, Philips, Emerson, Nidec, Matsushita, Haier, Flextronics, Foxconn, Compal, Arima, Inventec, BBK General Motors, Renault, Hilti, D&M, Eldor, GGE, XEMC, among others…
In 2006 DMEGC Magnetics Co., Ltd. became a publicly listed company on China's Shenzhen Stock Exchange – Stock Code number: 002056.


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HA NOI (VNS)— Japanese Software Engineer ISB Vietnam Company Limited (IVC) launched a software programme called Doctor Babee this week that manages children's vaccination schedules.
The free software runs on Android OS and iOS. It reminds parents about their children's immunisation in accordance with the recommendations of the Ministry of Health and World Health Organisation (WHO). An ISB Vietnam representative said the software's main advantage was that it calculated the children's immunisation schedules based on their birth dates. Users enter the baby's birth date, and the software automatically displays a vaccination schedule. In addition, the software sends notifications to parents to remind them of upcoming immunisations. — VNS


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Storage & Packing Tips
Our helpful tips will make your storage experience a smooth process.
- Make sure to clean all appliances and use the inside for storage; leave fridge and freezer doors ajar to avoid mold and mildew.
- Do not store combustible items, such as oil, gas, cleaning fluids, paint, etc.
- Do not store dry goods – i.e. pet food, birdseed, rice, beans or other food items.
- Ventilate your space by leaving air space at walls.
- It is wise to put cardboard and/or plastic under your goods.
- Wrap dishes individually, cushion all sides of the box.
- Cover upholstered furniture with old sheets, shower curtain or a plastic cover available in our store.
- Stand mattresses, sofas and mirrors on their end. Store tables upside down and pack books flat.
- Oil metal items lightly, such as, garden tools to keep them sharp and from rusting.
- Store your needed items towards the front of the unit and other items towards rear of the unit that you are less likely to get out.
- Label all boxes and tape them closed to protect them from dust.
- Packing supplies, such as boxes can be purchased from the Rental Office!


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143 Votes in Poll
The Original in my opinion, but that's because I grew up on that Charmed not this one.
I think the reboot is horrible
I think the reboot is good, but nothing compared to the original.
The reboot is terrible in my opinion obviously nothing can compare to the original though
What do you think?


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LOS ANGELES (AP) - U.S. immigration agents descended on dozens of 7-Eleven stores before dawn Wednesday to open employment audits and interview workers in the largest crackdown on an employer under Donald Trump's presidency.
Agents tell The Associated Press they targeted about 100 stores from coast to coast in broadening an investigation that began with a 4-year-old case against a franchisee on New York's Long Island. The hiring audits could lead to criminal charges or large fines.
The action appears to open a new front in Trump's sharp expansion of immigration enforcement. U.S. Immigration and Customs Enforcement official Derek Benner says Wednesday's sweep is "the first of many" and "a harbinger of what's to come" for employers.
(Copyright 2018 The Associated Press. All rights reserved. This material may not be published, broadcast, rewritten or redistributed.)
Related Content
- 7-Eleven probe opens new front on immigration
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- NY Attorney General probing Uber data breach
- Journalists: More Lauer allegations being probed
- NYPD probing sex allegations against Mario Batali
- NY to probe claims Kushners harassed tenants
- Russia probe: Roger Stone pleads not guilty
- Otsego County woman accused of breaking victim's front teeth
- Tracking snow and a cold front for Thursday
- Joe Biden is the clear 2020 front-runner now


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A visit to the dentist is not a nice experience. A regular check is usually not so bad, although we really hate it. But some treatments at the dentist are no fun to say the least. however with modern technology we don't have to fear anything,but still a quarter of all Dutch people are afraid of the dentist. Do you fall below? Then read this.
Will your neck hairs stand up if you only think of the hook that removes tartar, or worse, the shrieking drill? Research shows that around 800,000 Dutch people are so afraid of the dentist that they never go, and that is not very good for your health. If you keep walking around for too long with complaints to your teeth, this can grow into a much bigger problem. So don't dodge the dentist. Maybe these tips will make things a little easier.
1. As young as possible
If you read this then it is probably too late, but your (grand) children can still benefit from this. It is important that young children get to know the dentist as early as possible. The smaller they are, the less likely they are to develop fear of it. If it is something they have been doing all their lives, there is less reason to fear it. So do not pass on your fear to your child and take it to the dentist early on!
2. Tell it
It might be tricky, but tell your dentist that you're a little scared. He or she can take this into account and this can be quite a relief. If necessary, call the assistant to ask if you can get a longer appointment so that the dentist can take his or her time. This way the dentist can give more explanation, which reassures many people.
3. Information
Request information from your dentist if you receive specific treatment. Then you know exactly what awaits you, which may already be a bit reassuring. Some people also like to be able to watch the treatment. Your dentist can hang a mirror above your face so that you can see exactly what he is doing. Others do not like this at all, so the mirror can also go away. The most important thing is to share your concerns with the dentist.
4. Anesthesia
If you are afraid of the pain at the dentist you can always ask for an anesthetic. Of course not for a normal check-up, but if something bigger has to be done such as filling a hole or nerve treatment, ask for an anesthetic! This is just a small shot that you often do not feel at all.
5. Take control
As we indicated on the previous page, it is important to share your fear with your dentist. For example, you can also agree to give a sign if you can no longer handle it. For example, agree to raise your hand if the fear becomes too much for you and you need a break. In this way your dentist knows that you are struck by fear and that you may have to sit down to recover. This gives you the feeling that you are in control, which many people like.
6. Distraction
That cold white space, the scary instruments, yes we understand why it is not nice to sit in the chair. You get nervous and you also have to open your mouth so that a stranger can look into it. Ask your dentist if he will mind if you listen to music during treatment. Turn on your favorite playlist, close your eyes and sit back. You will notice that you no longer think so much about treatment and you are less nervous.
7. Stupid dentist
Can you not find it completely with your dentist, or does he or she not take your fear seriously? Then don't be ashamed to find someone else. Especially if you live in a city there are countless dentists you can go to. You can also google to see if your city also has a dentist who specializes in people with fear of the dentist. Do not stay with a dentist who makes your fear worse.


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