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The world’s bestselling Lean expert shows service-based organizations how to go Lean, gain value, and get results―The Toyota Way.

A must-read for service professionals of every level, this essential book takes the proven Lean principles of the bestselling Toyota Way series and applies them directly to the industries where quality of service is crucial for success. Jeff Liker and Karyn Ross show you how to develop Lean practices throughout your organization using the famous 4P model. Whether you are an executive, manager, consultant, or frontline worker who deals with customers every day, you’ll learn how take advantage of all Lean has to offer.
�
With this book as your guide, you’ll gain a clear understanding of Lean and discover the principles, practices and tools needed to develop people and processes that surprise and delight each of your customers. These ground-tested techniques are designed to help you make continuous improvements in your services, streamline your operations, and add ever-increasing value to your customers. Fascinating case studies of Lean-driven success in a range of service industries, including healthcare, insurance, financial services, and telecommunications, illustrate that Lean principles and practices work as well in services as they do in manufacturing.

Drawn from original research and real-world examples, The Toyota Way to Service Excellence will help you make the leap to Lean.

�

• Sales Rank: #47165 in Books
• Published on: 2016-09-20
• Original language: English
• Number of items: 1
• Dimensions: 9.30" h x 1.44" w x 7.80" l, .0 pounds
• Binding: Hardcover
• 448 pages

About the Author

Dr. Jeffrey K. Liker is Professor of Industrial and Operations Engineering at the University of Michigan and President of Liker Lean Advisors. He is author of the international best-seller, The Toyota Way: 14 Management Principles from the World’s Greatest Manufacturer, 2004 (26 languages, over 900,000 copies sold), and has coauthored eight other books about Toyota including The Toyota Way to Lean Leadership (2011).� His articles and books have won twelve Shingo Prizes for Research Excellence. In 2012 he was inducted into the Association of Manufacturing Excellence Hall of Fame and in 2016 inducted into the Shingo Academy.

�

Liker lives in Ann Arbor, Michigan with his wife and children.
�
Karyn Ross is a Lean consultant and executive coach focused on driving sustainable business culture change in service organizations. She has worked with companies such as Paychex, PrimePay, Zurich Insurance, and National Taxi Limo to help them develop a culture of problem solving and improved business practices. A regular contributor to the Lean Leadership Ways Industry Week Blog, she has also written for The Lean Management Journal and Industrial Engineer Magazine. Ross resides in Naperville, Illinois.

�

Most helpful customer reviews

3 of 3 people found the following review helpful.
Many of us in leadership roles read a lot in ...
By M. Radtke
Many of us in leadership roles read a lot in the hopes of finding "that book" - the one that changes your paradigm around your role in transforming your organization, clarifying questions you've been asking yourself or ones you didn't know but you could somehow feel. For many, this is going to be "that book". As a healthcare executive and lean practitioner, I found The Toyota Way to Service Excellence to be full of key insighfs for my leadership. Jeff and Karyn remind us how our thinking needs to evolve around how we go about delivering value in service organizations, how we improve, and the most difficult yet important - how we lead others. -Mike Radtke, VP Clinical Operations - ThedaCare

0 of 0 people found the following review helpful.
ANOTHER GREAT BOOK FROM JEFF LIKER. MUST READ, ABSOLUTELY!
By Michael Balle
Jeff shares with us another great book on the Toyota Way, not just by expanding the thinking to service, but also by clarifying again his deeper thoughts about the Toyota Way itself, in its clearer expression yet. Jeff and Karyn also make a wonderful job of showing very practical ways to jump into service issues with the Toyota Way, in a language adapted to service cultures and largely free of manufacturing lingo. A delightful read, and a real success. Read it, use it!

1 of 1 people found the following review helpful.
A Must Read
By J. A. Smith
The Toyota Way to Service Excellence by Jeffery K. Liker & Karyn Ross
First, I highly recommend this book. As a retired Vice President of Quality Assurance, Plant Manager and college professor I am very familiar with and have used the Toyota methods extensively. In my experience I have found it is much more difficult to get buy-in to the Toyata way from service and administrative personnel than from manufacturing personnel. Liker and Ross have done an excellent job showing why and how the Toyota way can work in the service areas. They also did a great job showing why it must be done if organizations want to be more successful. I must caution that one size does not fit all and each organization must implement in a way that fits their organization. I received a free copy of The Toyota Way to Service Excellence by Jeffery K. Liker & Karyn Ross from NetGalley in exchange for my honest review. Many thanks to NetGalley.

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Greenburg reveals the intense , cultural, political battles that have been fought in the most powerful circles of the nation over the composition of the US Supreme Court and also examines the selection process from inside the White House.

• Sales Rank: #1505191 in eBooks
• Published on: 2013-06-21
• Released on: 2013-06-21
• Format: Kindle eBook

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0 of 0 people found the following review helpful.
Very good summary
By Ashley
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• Sales Rank: #5490133 in Books
• Published on: 1997-08-13
• Original language: English
• Number of items: 1
• Binding: Paperback
• 32 pages

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• Sales Rank: #770170 in Books
• Published on: 1989
• Number of items: 1
• Binding: Paperback
• 346 pages

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A. W. Tozer’s conversion as a teenager was as sincere as it was complete, and preceded an inspired career in the ministry. His personal experiences and his depth of commitment to the Gospel informed his calling. Combined with his talent for the written word, Tozer’s faith led to his collection of spiritual writings. The Pursuit of God is arguably one of his most moving works, detailing the process of building a more intimate relationship with God through Jesus Christ.

• Sales Rank: #994909 in Books
• Published on: 2011-11-22
• Original language: English
• Number of items: 1
• Dimensions: 9.00" h x .23" w x 6.00" l, .31 pounds
• Binding: Paperback
• 98 pages

From the Publisher
We are excited to be the new copyright owners of Tozer's classics. This new edition has been published with a beautiful new cover to reach a whole new generation of readers. Also available: God's Pursuit of Man, Tozer's profound prequel to The Pursuit of God.

From the Back Cover
The Pursuit of God is the enduring Christian classic written by renowned pastor and theologian A. W. Tozer. More than 65 years later, the words Tozer penned on a train from Illinois to Texas echo across the decades to resonate with power in the heart of anyone longing for a deeper experience with God. This devotional masterpiece is at once thought-provoking and spirit-enlivening, an invitation to think deeply about your faith even as you come alive to God's presence surrounding, sustaining and--yes--pursuing you. "This book is a modest attempt," Tozer wrote, "to aid God's hungry children so to find Him." If you are hungry, The Pursuit of God will lead you to the only One who can satisfy the soul.

About the Author
A. W. Tozer (1897-1963) was an American Christian pastor, preacher, author, magazine editor, Bible conference speaker, and spiritual mentor. For his work, he received two honorary doctorate degrees. Among the more than 40 books that he authored, at least two are regarded as Christian classics: The Pursuit of God and The Knowledge of the Holy. His books impress on the reader the possibility and necessity for a deeper relationship with God. Living a simple and non-materialistic lifestyle, he and his wife, Ada Cecelia Pfautz, never owned a car, preferring bus and train travel. Even after becoming a well-known Christian author, Tozer signed away much of his royalties to those who were in need. Tozer had seven children, six boys and one girl. He was buried in Ellet Cemetery, Akron, Ohio, with a simple epitaph marking his grave: "A. W. Tozer - A Man of God." Prayer was of vital personal importance for Tozer. His preaching as well as his writings were but extensions of his prayer life. He had the ability to make his listeners face themselves in the light of what God was saying to them.

Most helpful customer reviews

343 of 346 people found the following review helpful.
Prepare to have your faith challenged and life shaken!
By A Customer
This book is probably the most spirit filled and guided work I've read in a long time. You can not help but hear the voice of God calling you to a deeper relationship with Him as you read this amazing classic. From begining to end each page is an impassioned plea for the reader to abandon "comfortable Christianity" in order to truly know God as He desires to be known. You can see right away that truly Mr. Tozer wrote this book on his knees. I found myself challenged to look at my own faith in Christ and what I should be doing with that faith in every chapter. Sometimes with weeping and confessing and always compelled to deep times of prayer and renewel in God's presence. The chapter entitled "The Blessedness of Possesing Nothing" should be required reading for anyone confessing Christ as their Lord. I was totally blown away and my life with Christ and my own pursuit of God has been forever enriched. I have read this book over and over and shared much of it with friends and family. If you are "stuck" in you walk with the Lord, let the Spirit of God use this book to shake you loose and move you onward and upward.

181 of 187 people found the following review helpful.
A Book Saturated with God's Presence!
By Cameron B. Clark
This is one of a few books I've read that, upon reading it, actually manifested God's presence. In line with the teaching of the book, God impressed upon me his love and his desire for a more intimate relationship. I broke into tears. Few books have had that impact. The chapter entitled "The Blessedness of Possessing Nothing" is a profound call to absolute simplicity and abandonment to God who owns everything you may think you "possess", including yourself! Surrender it all to God and see what miracles will be wrought for His glory. Let God possess you! For those who want other recommendations, try "The Christian's Secret to a Happy Life" by Hannah Whitall Smith, "A Testament of Devotion" by Thomas Kelly, "Abandonment to Divine Providence" by Jean-Pierre de Caussade, "The Practice of the Presence of God" by Brother Lawrence and, for those who want to experience God's holiness in a powerful way, "The Holiness of God" by R.C. Sproul. - Brad Clark

97 of 99 people found the following review helpful.
The Pursuit of God - made easier to know and practice.
By Mike63
Didn't realize that when they called this book a classic they really meant it. Many ideas and also clear direction to a more full walk with God (which, I think, is what we all really want). For the believer, God's "distance" is never the issue. It is only that we are to tune in to Him and the reassurance of His already immediate presence is known and felt by us. The idea of God's Throne in one's life (and there is room only for One on the throne at any time) is simplified. Yes, we want to walk with God. But remember it is He who reaches out to us before we can know Him in the first place. No wonder this book is so highly regarded.

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[W855.Ebook] PDF Download The Definitive Trinidad Cookbook (West Indian Recipes 3), by Bina Singh

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The Definitive Trinidad Cookbook (West Indian Recipes 3), by Bina Singh

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Trinidad and Tobago is known around the world for its magnificent annual Carnival. However, the food from Trinidad is also one of the best in the Caribbean. I urge you to delve into the world of authentic Trini cuisine and experience a true island taste. Some famous Trini recipes in the cookbook are:

-Doubles
-Buss Up Shut
-Bake and Shark
-Baigan Choka
-Curry Jingi
-Trini Black Cake
-Trini Barfi

Other Books in the “West Indian Recipes” Series
-The Guyana Gourmet Cookbook: http://www.amazon.com/Guyana-Gourmet-Cookbook-Recipes-ebook/dp/B00EVDUSHW/ref=la_B00F1QC2OK_1_1?s=books&ie=UTF8&qid=1379613236&sr=1-1

-Recipes from the Nation of Barbados: http://www.amazon.com/Recipes-Nation-Barbados-Indian-ebook/dp/B00F156B7A/ref=sr_1_2?s=books&ie=UTF8&qid=1379613046&sr=1-2

• Sales Rank: #693950 in eBooks
• Published on: 2013-09-13
• Released on: 2013-09-13
• Format: Kindle eBook

Most helpful customer reviews

0 of 0 people found the following review helpful.
Awesome!
By Richard Myers
This is the second book I got from this author and I am amazingly pleased! Super easy to read and follow. After I finish all the recipes in this book, I'll be sure to move on the Barbados recipe book. Thanks!

0 of 0 people found the following review helpful.
Five Stars
By percy ash
I love this book it has great recipes . try most of them and it came out great.

0 of 0 people found the following review helpful.
One Star
By Stalyn Almanzar
Terrible. Don't buy.

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[S200.Ebook] Get Free Ebook No Dry Season: Raising High God's Standard of Living for This Final Generation, by Rod Parsley

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In No Dry Season, author Rod Parsley shares a prophetic and uncomromising message for the end-times church.

• Sales Rank: #3375521 in Books
• Brand: Brand: Creation House
• Published on: 1997-01
• Original language: English
• Number of items: 1
• Dimensions: 8.99" h x 6.05" w x .60" l,
• Binding: Hardcover
• 189 pages

Features

• Used Book in Good Condition

About the Author

Rod Parsley is the author of more than fifty books, including his most recent New York Times best seller Culturally Incorrect. An international speaker for the past thirty years, Parsley has appeared on such media outlets as ABC’s World News Tonight, Dateline NBC, CNN’s Larry King Live, Fox News Channel, The Dennis Miller Show, and CBS Morning News. In addition, he has been featured in such publications as the New York Times, USA Today, Newsweek, the Washington Post, and TIME magazine. His daily television program is viewed by millions worldwide. He is the president and founder of the Center for Moral Clarity and the founder and senior pastor of World Harvest Church in Columbus, Ohio, where he resides with his wife, Joni, and their two children, Ashton and Austin.

Most helpful customer reviews

6 of 6 people found the following review helpful.
A prophetic word from God that will challenge you!
By A Customer
I am a student at World Harvest Bible College, where Pastor Rod Parsley is President and founder. This book was required reading for one class, because of which I have never been the same! This book will challenge you in your walk with the Lord! Pastor Parsley conveys God's word to this generation in an easy to understand, yet eloquent form. This book deeply moved me and has forever changed my life. I highly recomend it to everyone that wants to know more of what God has for you!

5 of 5 people found the following review helpful.
Excellent and Uplifting!!!!
By A Customer
I read this book and I have never been so moved by words on a page like I was by Pastor Rod Parsley. His encouragement to raise the standard of morals in this country is truly a message from God! I highly recommend this book to everyone who is searching for answers in life.

1 of 1 people found the following review helpful.
No beating around the bush with this message!!
By Anthony"Tuc-9"Tucker
Pastor Parsley is not speaking"smooth"things to believers with"itching"ears in this powerful book!! Parsley goes straight for the"spiritual jugular"on his stance of what sin really is,as well as the overall slothfulness of the Church of this day and age,at this critical juncture of Eternity before Christ returns!! Parsleys"hard sayings"concerning the TRUE meaning of repentence is sure to"prick"many hearts that believed a remorseful"apology"for sin was the same as repentence...Parsley takes a"hard"stance on the believer who goes to the altar every Sunday with a dramatic,histrionic show of"sorrow"for sin,only to return to wicked conduct as SOON as service has concluded!! Pastor Rod also touches on sin being an unmistakably INTENTIONAL/CONSCIOUS/calculated act,as he effectively"shoots down"the probability of a believer inadvertently"suddenly just"falling into"sin!! This is a great,scriptually sound,well-written book that has encouraged me to finally turn COMPLETELY from any vestige of the"old wells"of spiritual death,that still haunt the fringes of my being... Pastor Parsley leaves NO doubt that one must truly REPENT in order for King Jesus to effectively bring a close to ones"dry"season!! Parsley does a great job of explaining why the"standard"of spiritual annointing must be passed on to ones predecessor,so as to maintain the level of potency of Gods power among His standard bearers at all times..Parsley drives this point home with:"You have no RIGHT to die until you pass on the annointing to your predecessor!!"Parsley discusses the need to"build"an altar to God WITHIN our very spirit,so that He canbe with us perpetually as we go about our everday lives.. The exploits of Rod Parsleys predecessors Pat Sumrall and the(vaunted)Smith Wigglesworth are respectfully conveyed,as Parsley recounts the great influence each man of God had on his perception of holiness.. Anyone interested in the unadulterated truth on how to go about getting the most out of being a follower of King Jesus would be wise in quickly obtaining a copy of this book!!

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[M539.Ebook] Download Working with Emotional Intelligence, by Daniel Goleman

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Do you have what it takes to succeed in your career?

The secret of success is not what they taught you in school. What matters most is not IQ, not a business school degree, not even technical know-how or years of expertise. The single most important factor in job performance and advancement is emotional intelligence. Emotional intelligence is actually a set of skills that anyone can acquire, and in this practical guide, Daniel Goleman identifies them, explains their importance, and shows how they can be fostered.

For leaders, emotional intelligence is almost 90 percent of what sets stars apart from the mediocre. As Goleman documents, it's the essential ingredient for reaching and staying at the top in any field, even in high-tech careers. And organizations that learn to operate in emotionally intelligent ways are the companies that will remain vital and dynamic in the competitive marketplace of today—and the future.

Comprehensively researched, crisply written, and packed with fascinating case histories of triumphs, disasters, and dramatic turnarounds, Working with Emotional Intelligence may be the most important business book you'll ever read.

Drawing on unparalleled access to business leaders around the world and studies in more than 500 organizations, Goleman documents an astonishing fact: in determining star performance in every field, emotional intelligence matters twice as much as IQ or technical expertise.

Readers also discover how emotional competence can be learned. Goleman analyzes five key sets of skills and vividly shows how they determine who is hired and who is fired in the top corporations in the world. He also provides guidelines for training in the "emotionally intelligent organization," in chapters that no one, from manager to CEO, should miss.

Working with Emotional Intelligence could prove to be the most important reference for bottom-line businesspeople in the first decades of the 21st century.

• Sales Rank: #13867 in Books
• Color: Tan
• Brand: Goleman, Daniel
• Published on: 2000-01-04
• Released on: 2000-01-04
• Original language: English
• Number of items: 1
• Dimensions: 8.30" h x .90" w x 5.30" l, .69 pounds
• Binding: Paperback
• 400 pages

Amazon.com Review
Working With Emotional Intelligence takes the concepts from Daniel Goleman's bestseller, Emotional Intelligence, into the workplace. Business leaders and outstanding performers are not defined by their IQs or even their job skills, but by their "emotional intelligence": a set of competencies that distinguishes how people manage feelings, interact, and communicate. Analyses done by dozens of experts in 500 corporations, government agencies, and nonprofit organizations worldwide conclude that emotional intelligence is the barometer of excellence on virtually any job. This book explains what emotional intelligence is and why it counts more than IQ or expertise for excelling on the job. It details 12 personal competencies based on self-mastery (such as accurate self-assessment, self-control, initiative, and optimism) and 13 key relationship skills (such as service orientation, developing others, conflict management, and building bonds). Goleman includes many examples and anecdotes--from Fortune 500 companies to a nonprofit preschool--that show how these competencies lead to or thwart success.

Unlike IQ, emotional intelligence can keep growing--it continues to develop with life experiences. Understanding and raising your emotional intelligence is essential to your success and leadership potential. This book is an excellent resource for learning how to accomplish this. --Joan Price

From Publishers Weekly
Applying the lessons of his bestselling study Emotional Intelligence, Goleman has found that business success stems primarily from a workforce displaying initiative and empathy, adaptability and persuasiveness?i.e., key aspects of what he defines as emotional intelligence. He presents studies that show that IQ accounts for only between 4% and 25% of an individual's job success, whereas emotional competence (self-awareness, self-regulation and motivation) is twice as important as purely cognitive abilities in the workplace. These findings alone should shake up human resource departments that hire based on how good someone looks on paper. In sections like "Self-Mastery," "People Skills" and "Social Radar," Goleman uses anecdotes from the corporate trenches (and from his lecture tours) to isolate qualities, such as "trustworthiness" that are central to displays of emotional intelligence. These qualities, in turn, are broken down into sets of practices?"Act ethically and... above reproach"; "respect and relate well to people from other backgrounds"?that can be internalized for improved emotional intelligence quotients by individuals looking to get ahead, or managers seeking to revitalize the staff. These repetitive-sounding checklists can at times give the book the flavor of an overworked seminar presentation. Still, embedded within the linear format that emerges are many truly illuminating facts?that the real cost of employee turnover to a company is the equivalent of one full year of employee pay, for example?that show how critically important Goleman's thesis is to today's workplace.
Copyright 1998 Reed Business Information, Inc.

From Library Journal
Author Goleman now applies in the workplace the ideas in his prior best seller Emotional Intelligence (Bantam, 1995), contending that success and ability in a career cannot be determined solely by intelligence or other skills. Emotional traits making up "EI," and now played out in the corporate world in this follow-up, include self-awareness, motivation, self-control, influence, altruism, empathy, and the ability to love and be loved by others. Real-life examples abound in this serious attempt to relate what the author admits are soft skills in the hard-nosed world of business. With the landscape already carved out in the first work, this sequel is long on interviews, observations, and other attempts to indicate the value of understanding "EI" in business, but it could have benefited from serious editing. The excellent narration by Aaron Meza cannot make up for the listener's need to review the hard copy in order to follow the author's highly complex outline of ideas. Recommended only on demand in larger public libraries.
Dale Farris, Groves, TX
Copyright 1999 Reed Business Information, Inc.

Most helpful customer reviews

110 of 116 people found the following review helpful.
All anecdotes, very little advice
By S.
Like many reviewers before me, I bought this book thinking that it will suggest ways one can go about improving one's emotional intelligence. However, what I ended up getting is endless anecdotes.
Goleman spends the entire book, listing anecdotes after anecdotes, explaining "why" emotional intelligence is important, but not "how" to become more emotionally intelligent.
I do not need to know "why" EI is important; I bought the book, I know it is important.

83 of 87 people found the following review helpful.
A potboiler followup to his original book on emotional intel
By A Customer
This book was extremely disappointing. I read Goleman's original book on emotional intelligence and found it interesting. I purchased this book based on its title about working with emotional intelligence. I expected some guidance about how to work with people (employees) to improve aspects of their emotional intelligence. For example, how to help a person who is weak in self-confidence. This book, however, simply repeats the same thing over and over - company A instituted some training in emotional intelligence and it really helped them. Then, company B instituted some training ... Just like politics, helping people is 'local' or person-to-person. It appears that Goleman's answer to problems that people have is 'hire people who don't have those problems.' This book seems to be an attempt to profit from the success of his first book when he has nothing more to say.

68 of 71 people found the following review helpful.
A mostly excellent application of previous ideas
By Max More
Since the publication of Daniel Goleman's first book, Emotional Intelligence he has generated a remarkable industry around the topic. In this book from 2000, Goleman applies the ideas of his previous book to the workplace. Why should executives bother with this soft stuff? According to research cited by Goleman (see the summary in Appendix 2) almost all of the abilities that distinguished stars from average performers were emotional competencies. While pattern recognition and "big picture" thinking were correlated with outstanding performance, cognitive abilities in general - above a certain threshold - did not have significant correlation. "Emotional intelligence" refers to a set of competencies that characterizes how people manage feelings, interact, and communicate. Building on previous work by others, Goleman characterizes emotional intelligence as being founded on five personal and social competencies: Self-Awareness, Self-Regulation, Motivation, Empathy, and Social Skills. Each of these five is further analyzed into 12 personal and 13 social competencies such as Accurate Self-Assessment, Self-Control, Initiative, Developing Others, Influence, Conflict Management, and Building Bonds.
Unlike IQ, we can continue to improve emotional intelligence. Working With Emotional Intelligence is not a how-to book in the usual sense. It will help any executive understand the importance of EI in all its diverse aspects as well as showing examples of strong and weak EI in individual and organizational contexts. Improving is not easy work. Goleman explains the neurological basis of much of EI, including the role of the amygdala (which can make us impulsive and which affects our resilience under stress) and its interaction with the prefrontal lobes (which together also affect the ability to adapt to change), and the role of the catecholamines adrenaline and noradrenaline (which allow us to distinguish good stress from bad stress). Goleman looks at "empathic design" (p.139ff) and the contagious effects of emotions on groups, among other important applications in the workplace. He also provides a three-page list of "Guidelines for Emotional Competence Training". Although parts of Working With Emotional Intelligence will strike you as the obvious dressed up with stories, you can extract some important information by scanning through this book. In an age of record levels of job stress (according to an October 2002 study), any words of wisdom on this subject deserve a hearing.

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