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Includes detailed, practical recommendations for structuring and operating a support organization. This book will be invaluable to managers whether they are building a support organization from scratch, or seeking to improve an existing operation. Covers all the major principles of designing a customer-focused support operation. Describes call management models and implementation. Presents techniques for measuring support center performance. Shows how to develop the right support structure and support programs for your organization. Considers the role of outsourcing. Discusses how to manage support people -- and manage the resolution of software bugs. Compares tools for software support. Shows how to involve the support organization in new product planning, training and testing. Includes sample user's guide, checklists for resolving calls, determining staffing levels, and cost-justifying a support center budget. Managers, executives and support engineers involved in software support.

• Sales Rank: #1745283 in Books
• Published on: 1996-11-08
• Format: Facsimile
• Original language: English
• Number of items: 1
• Dimensions: 9.00" h x .90" w x 6.90" l, 1.27 pounds
• Binding: Paperback
• 352 pages

From the Publisher
The practical, end-to-end guide to designing and operating help desks and software support centers. This book compiles detailed, practical recommendations for structuring and operating a support organization. It will be invaluable to managers whether they are building a support organization from scratch, or seeking to improve an existing operation. Learn all the major principles of designing a customer-focused support operation. There is comprehensive coverage of call management models and implementation, and techniques for measuring support center performance. Readers learn how to develop the right support structure and support programs for their organization, and when and whether to outsource. The book includes an insightful discussion of how to manage technical support staff effectively. Other topics include: how to manage the resolution of software bugs, compare tools for software support, and involve users in the development process. The book includes a sample user's guide, checklists for resolving calls, determining staffing levels, and cost-justifying a support center budget. For managers, executives and support engineers involved in software support.

From the Inside Flap
PREFACE AND ACKNOWLEDGEMENTS

This is a book about the design and operation of software support centers and help desks. It is a book primarily for managers, but also for executives and support engineers who are involved in the world of software support. In it we take you through the important areas of concern that every support operation must address. We cover the major principles of designing a customer-focused support operation to help you put your customers first as the cornerstone of your strategy for business success. Throughout the book we offer detailed, practical prescriptions and recommendations for structuring and operating a Support organization that can be used either to help you build one from scratch or to help you improve an already existing one.
As an executive, you will gain the background you need to make the solidly informed decisions on proposals brought to you by support managers. As a support engineer, you will gain a window on the larger world in which you work and see what lies in store if you choose to move into management as a career.
In writing this book we had help from many people. We are grateful to them beyond what our words can tell.

Our thinking on management has been greatly influenced by Fernando Flores of Business Design Associates. From Ken Williams at Intel and, later, Ingres we learned much about the art of people management. Barry Shamis contributed his expertise in that most important of management skills, recruiting. Sue Shields shared with us the fundamentals of world-class support as practiced by Hewlett-Packard. We benefited from many conversations on customer service with Ron Kaufman.
Our colleagues and associates at ASK and at Sybase provided much of our learning. They gamely accepted our experiments and questions and always generated more.
David Aune, Chris Davis, Chris Doell, Richard McIntosh, Roy Moore, and Darcy Van Vuren reviewed the manuscript, pointing out errors and contributing their experiences and insights where ours was lacking. Special thanks to Richard and Roy who went through the entire book and, especially, to David whose detailed suggestions contributed much to its final content. Sumi Sohari and Rafael Coto of Action Technologies, Inc. assisted us with the Basic Action Workflow Process Builder software used for the Basic Action Workflow mapping in Chapter 2.
Many thanks to Bill Rose, the ultimate and tireless advocate of software support as a profession, with whom we consulted when first starting out to redesign support at Ingres and from whom we first heard the richly descriptive phrase for the start of every day in the support business . . . “It begins.”
We thank also Sandy Emerson of Sybase Press who encouraged us in this endeavor and helped us find our publisher.
Mark Taub, our editor at Prentice Hall, took a chance on two unproven authors. We are grateful for his trust and his straightforwardness in working with us.
Our warm thanks to Eileen Clark who patiently and thoroughly reviewed our manuscript and turned it into a book.
Oakland, California FRANCOISE TOURNIAIRE
November 1996 RICHARD FARRELL
www.supportline.com

From the Back Cover

56945-9

The first complete, real-world guide to building and running help desks and software support centers.

Quality software support is now a fundamental differentiator in satisfying both your external and internal customers. And in today's high-pressure, heterogeneous computing environments, it's more difficult to deliver quality support than ever before.

The Art of Software Support' gives you proven, best-in-class integrated tools and techniques for structuring and operating a customer-focused support organization—and for overcoming the crisis mentality that's so common in support organizations. Whether you're starting a software support or help desk organization, or seeking to improve the one you already have, you'll find invaluable guidance on:

• Choosing and implementing the call management model that's right for your organization.
• Selecting tools—including phone systems, fax systems, knowledge bases, customer tracking applications, and other software.
• Measuring support center performance.
• Packaging support programs that can make your organization a profit center.

Learn when to outsource—and when not to. And discover practical, easy-to-implement ideas for every stage of the software lifecycle, from new product planning and testing, to managing software bugs and fixes. The Art of Software Support also gives you time-and-money-saving tools you can use right now, including:

• A sample user's guide.
• Call resolution checklists.
• Worksheets for determining staffing levels and justifying budgets.

Perhaps most important, The Art of Software Support offers practical help with the tough challenge of supervising support people. You'll learn how to determine staffing levels, hire the right people—and keep them, even in difficult times.

Whether you manage software support, or you're a support engineer working “in the trenches,” The Art of Software Support will dramatically enhance your effectiveness.

Most helpful customer reviews

21 of 21 people found the following review helpful.
Loaded with info but makes a few incorrect assumptions
By James Mohr
Tourniaire and Farrell do an **excellent** job of discussing the various aspects of software support. However, they make many assumptions that every company functions the exact same way. Coming from the support department of a major software vendor, most of what they talk about is geared to that business. Therefore, a great deal of what they say does not apply to internal help desks.
Having both been on the phones and managed software hotlines **and** internal help desks for the past 15 years, I know there is no one way to run a hotline/help desk that applies in every case. You need to take the information they provide and weigh it against your own experiences and the way your company works in order to get the best out of the book. However, the book does address the pros and cons of various approaches which is more than many other books do.
What is missing is a more detailed treatment of call management (the actual work on the phone) and not problem management (the handling of the customer's problem). Therefore, check out Call Center Management on Fast Forward, by Brad Cleveland.
If the book had been more open to the possibility that not all companies are the same, I would have given it the full five stars. However, this is still one of the very best books on the market and I would still recommend this book highly.

16 of 16 people found the following review helpful.
Great for Call Centers and Internal IT Tier-2
By Linda Zarate
This book is aimed at software product support specialists working for software vendors, but is also applicable to internal IT tier-2 support specialists (application support analysts). Some of the information contained in this book will give internal IT help desks ideas on customer satisfaction, support models and help desk management. However, this is not the book's primary audience.
My review is from the viewpoint of an IT service delivery specialist. Product support specialists will have a different, but loosely related, set of requirements.
The theme of this book is achieving customer satisfaction. This surfaces early in the book and recurs throughout. Since customer satisfaction is the foundation of support, regardless of from whom of where it is delivered, I found this to be one of the highlights of the book.
Call management models outlined by the authors were valuable to me, and I found myself writing notes in the margins and highlighting paragraphs. I skimmed call management implementation because it is outside of the scope of my speciality, but did note that this information would be of interest by anyone who is setting up an internal IT help desk. It goes without saying that this material will be of keen interest to product support organizations that are setting up a call center. One nice touch here is the advice on disaster recovery planning - this is too often overlooked by all organizations and showed the attention to detail that the authors gave when writing this book.
The discussions on packaging support programs and product call center support organizations gave me insights into the challenges faced by software vendors. These insights have armed me with information from which to craft an approach to effectively deal with vendors who are typically at tier-3 from an internal IT point of view. Another section that I found particularly useful covered managing software bugs and code fixes. This material is directly applicable to internal IT tier-2 support, regardless of whether they are dealing with internal developers or outside vendors. There are some gaps here, though. For example, I would have liked a discussion on configuration control boards, prioritization of fixes and enhancements, and configuration and change management. These subjects are important to software vendor product support organizations and internal IT tier-2 folks.
This book also provides sound advice on selecting, justifying and implementing call center tools. Some of these tools are specific to product support call centers (and to an extent, internal IT help desks), such as phone systems and knowledge bases. Other tools, such as bug tracking and problem reproduction environments, are useful to IT tier-2 specialists as they are to call centers.
I found some of the appendices to be especially valuable: Appendix C, determining staff levels, and D, creating and justifying a support center budget, were excellent reading that added to my own professional knowledge.
Overall this is a valuable book that has multiple audiences. Aside from the gaps I mentioned above, I think this book needs to be updated to reflect the growing requirement for e-support. While I was tempted to give 4 stars based on the noted shortcomings, this book is so thorough and rich with ideas and advice that it deserves 5 stars. I only hope that the authors update this book with a second edition that addresses current realities of software support.

23 of 25 people found the following review helpful.
Fantastic source of guidance for providing software support.
By A Customer
I'm am (slowly) reading this tremendous wealth of information in order to ponder and absorb as much as possible. So far, it's been like gold to me.
I manage a support organization for a US$40M/yr engineering software company and the advice and guidance found in this book is extremely practical and applicable to what I do every day. It's been helpful in the way it presents several options and objectively weighs the PROs and CONs of each. This has provided a good "sanity check" to confirm that many of my initiatives to-date are sound. It has also suggested practices I had not previously considered, but which make so much sense now that I've read and thought about them. I have already started to implement several such practices to improve my support organization and my staff is ecstatic. Finally, there are some useful tidbits that I cannot act on at this time, but which I will come back to later as we continue to grow and expand our business. I am sure to refer back to this insightful and well-written piece over and over again in the months and years to come.
If you manage or direct a software support group, this book will help you put in place the processes you need to provide effective and cost-efficient customer support. And if you help staff a support group, this book will get you noticed by giving you a lot of great ideas to propose to the boss and perhaps make that move to the next level along your career growth path.
I would definitely buy this book again and highly recommend it.

See all 8 customer reviews...

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• Sales Rank: #3716272 in Books
• Published on: 2014
• Binding: Paperback
• 472 pages

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Water is arguably the most critical and least understood of the foundation elements in brewing beer. Water: A Comprehensive Guide for Brewers, third in Brewers Publications’ Brewing Elements series, takes the mystery out of water’s role in the brewing process. The book leads brewers through the chemistry and treatment of brewing water, from an overview of water sources, to adjusting water for different beer styles, and different brewery processes, to wastewater treatment. The discussions include how to read water reports, understanding flavor contributions, residual alkalinity, malt acidity, and mash pH.

• Sales Rank: #14261 in Books
• Published on: 2013-10-07
• Original language: English
• Number of items: 1
• Dimensions: 8.78" h x .79" w x 6.00" l, 1.09 pounds
• Binding: Paperback
• 300 pages

Review
"If you don't get the water right, neither will you succeed with the beer. Water is a precious commodity, from its availability, through its quality, right to its departure down the drain. It demands respect and that is precisely what it receives in this book, which is packed with valuable information, calculations and lines for brewers large and small." -- Charles Bamforth, Professor of Malting & Brewing Sciences, University of California "In addition to extracting nuggets from the literature, the authors have drawn on the knowledge of experienced brewers ... and those who have developed software for doing some of the complex calculations and experiments. With such a breadth of sources, this book will either answer your brewing water questions or have you well on the way to those answers." -- From the Foreword by A J deLange, Water Researcher/Homebrewer "I have worked with water my entire engineering career and I know the intricacies of typical water treatment and utilisation. Brewing water needs are a unique aspect that have received little research or explanation in the past. This book assembles a wide variety of information focused on the specialised water needs in brewing and makes it accessible to all brewers. The treatment of brewing water can be as simple or complicated as a brewer wants to make it, but any brewer will find things in this book that can make their beer better." -- Martin Brungard, Water Resource Engineer/Homebrewer

About the Author
John Palmer is the best-selling author of How to Brew, and the co-author of Brewing Classic Styles. He is also the co-host the popular brewing podcast, Brew Strong. John is a metallurgical engineer by trade, and is intrigued by the processes of brewing from an engineer’s point of view, including malting, mashing, water chemistry, lautering, clarity, color, and foam retention. John was born in Midland, MI and currently resides in California.

Colin Kaminski’s brewing career started as the product designer at Beer, Beer and More Beer, designing more than 180 products including the Peltier cooled conical fermentor. Colin has written on a variety of topics including lutherie, holography, solar astronomy and beer. He has been the Master Brewer at Downtown Joe’s Brewery since 2003. Colin resides in California

Most helpful customer reviews

67 of 74 people found the following review helpful.
Everything you need to know times 1,000
By m.c. squared
Just like every other book I've read on brewing water, it seems that the relevant material is buried within a plethora of unnecessary information. How many home brewers require a knowledge of "Wort ph as a function of roasting time and temperature"? Moles, Mill-equivalents and Equilibrium Constants? Approximate relationship between CO2 and Total Alkalinity in pure water? How many home-brewers know (or want to know) how to read: 40g Ca^2 + 122g HCO3^-1 100g CaCo3 + 44g CO2 + 18g H2O? I was overwhelmed and turned off by such data because it is presented prior to really getting to the stuff for which I purchased the book.

That said, there is a treasure trove of good information here if you can slog your way through to it. Perhaps the uber technical stuff should be included as an appendix and referenced as needed in the text for those interested.

Maybe I don't know what it is I need to know, but what I wanted to know was:

1. What are the ideal ranges of water ph and mineral profiles for various beer styles. NOT the water profile of the town that the style was originally brewed.
2. How to understand the properties of the water I am using.
3. The importance of the mash ph and how water alkalinity and grain bill help to approach the target (RA). Then how to adjust the ph if it is out of the acceptable range. Not in moles, mill-equivalents or furlongs per fortnight but grams/ml per gallon mash.
4. The affect of mineral levels and ratios on beer flavor, head retention, hop utilization, etc. Then how to adjust my water to achieve these levels.

While most of this information is included it is a hard read getting there. The additional uber technical info just seemed to complicate (obfuscate) the necessary information. Just one guys thoughts.

20 of 20 people found the following review helpful.
Excellent technical book
By Drew
"Water" is the third book in the Brewing Elements series, after "Yeast" (Zainasheff/White) and "Hops" (Heironymous). This is easily the most technical book of the three. Like the other books, this is targeted at both home brewers and professional brewers, so there are a couple chapters in there that most homebrewers will gloss over (e.g. waste water treatment). However, there is a wealth of information that can help the homebrewer improve the quality of his/her beer.

While the book does not shy away from the technical details, it remains fairly readable, even to someone like me who has not thought about chemistry since high school. While many chemical equations are included, they are largely unnecessary (albeit helpful) to understanding the bulk of the material. Where one absolutely must think about techincal details, the authors do a good job of simplifying the computations as they apply to actually making beer.

One highlight of the book is that it heavily incorporates the (recent) research of noted homebrewers such as Brungard, deLange, and Troester. I personally have been going mostly off of the writings of these three (on various websites and forums) for my knowledge of brewing water up until now; I am excited to have this information synthesized in one place.

The book also includes several examples of how to take a target water profile and modify it to brew a particular style of beer. Along with the general guidelines presented, the reader should be able to then apply these principles to their own water and beer styles they are brewing. Like the "Yeast" book, I see this becoming one of the brewing books I pull off the shelf most frequently.

38 of 42 people found the following review helpful.
Water book useful for Brewers, Distillers and Winemakers
By Gary Spedding
A much awaited book on water chemistry and treatment for brewers is finally here. Was it worth the wait?

First of all a criticism - the authors, reviewers and forward note editor imply that there has never been a (single) book of its kind covering the vast topic of water chemistry for brewers - at least not in recent times, in English or with the requisite technical depth for professional brewers. Well they all missed a big fish here (I add the same levity they do in using water terms in a humorous way to open up their topics). I refer to the title: Water in Brewing in the European Brewery Convention Manual of Good Practice Series. 2001 Fachverlag Hans Carl ISBN 3-418-00778-3. With no mention of this book in Palmer and Kaminski's work it's a huge oversight on their part. (Furthermore there are other treatises on brewing water treatment as published conference proceedings out there also not referenced by Palmer and Kaminski. So they missed a lot of crucial literature along the way). That being said and, while there is a lot of overlap in coverage of topics in the two volumes discussed here, the new work has brought together a stellar amount of material and reduced it to a level that will - after some effort (it ain't that easy folks to understand this topic - muddy waters always for all of us here) be amenable to novice chemists and will help more brewers understand the calculations that may help them make better beer.

The book covers the usual waves of information - how to read a water report and the importance of the presence or absence of each mineral ion and many organic components (the latter well covered in the EBC manual also). Alkalinity calculations (the hardest shell to crack here for most non water chemists and mired in pre-calculator history and semantics) are detailed and related in-depth to mash chemistry. The topic was likely based on the stellar (and scattered) works of A.J. deLange who clearly assisted the authors in their own understanding here; numerous graphs and tables abound - though readers will still need to pour over them if they truly want to be able to get a grip on the topic and put the material to good use.

Up front the team tell us it is not just about emulating world class brewing style waters which is a bit odd as they then spend a good deal of the book illustrating water chemistry concepts by doing just that. Though again they do provide worked examples (that were seen in the odd journal or magazine article or brewing course here and there and in German treatises) that will be a boon to the reader. And a great basic math and chemistry refresher course for all of us. Towards the end brewery water utilities and processing along with the topic of wastewater are covered (as they are in the EBC Manual!) using some illustrations and examples from current craft breweries which is quite nice.

The book comes then with a wealth of information in one concise volume. (I still need to review and check through the calculations - water chemistry being is as difficult for me to comprehend and retain as working knowledge as for any other reader of this new volume.) Moreover, it comes at a price well less than the EBC Manuals of good practice, though I recommend anyone really serious about wading through the waters in the Palmer and Kaminski and deLange book to have the EBC Manual also on hand to add the final chapter in understanding the four key ingredients in making good beer. We should welcome the addition of this new book and thank the authors for getting to grips with a very complex subject in an admirable way. Set aside a good few hours to really digest this book's content. Be patient or it too will sit unused on many shelves as most of the other books on brewing water over the course of history tend to do (even the German language treatises). As mentioned in the header this book will be useful to all beverage manufacturers - soft drinks and alcoholic types - beer, wine and distilled spirits as already noted by one distiller in the review section here at Amazon.

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[K183.Ebook] Ebook Gait Analysis: Normal and Pathological Function, by Jacquelin Perry MD, Judith Burnfield PhD PT

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The extensive and ground-breaking work of Dr. Jacquelin Perry is encompassed and detailed in the world renowned text, Gait Analysis: Normal and Pathological Function. The medical, healthcare, and rehabilitation professions key text for over 18 years on gait….

Now available in a much anticipated New Second Edition

Dr. Jacquelin Perry is joined by Dr. Judith Burnfield to present today's latest research findings on human gait. Gait Analysis, Second Edition has been updated and expanded to focus on current research, more sophisticated methods, and the latest equipment available to analyze gait.

What is New:
• A new chapter covering running
• Synergy of motion between the two limbs
• A new chapter covering pediatrics
• A new chapter covering stair negotiation
• New and updated clinical examples
• A section on power inside each chapter covering normal gait
• New methods and equipment to analyze gait

This Second Edition to Gait Analysis offers a re-organization of the chapters and presentation of material in a more user-friendly, yet comprehensive format. Essential information is provided describing gait functions, and clinical examples to identify and interpret gait deviations. Learning is further reinforced with images and photographs.

Features:
• Six sections cover the fundamentals, normal gait, pathological gait, clinical considerations, advanced locomotor functions, and gait analysis systems
• Clinical significance of the most common pathological gait patterns
• Over 470 illustrations and photographs, as well as 40 tables
• Patient examples to illustrate elements of normal and pathological gait

Tens of thousands of orthopedic, orthotic and prosthetic, physical therapy, and other rehabilitation professionals have kept a copy of Gait Analysis by their side for over 18 years…join the thousands more who will bring the Second Edition into their clinics, classrooms, and personal collections.

 

• Sales Rank: #411947 in Books
• Brand: Brand: Slack Incorporated
• Published on: 2010-02-28
• Original language: English
• Number of items: 1
• Dimensions: 10.00" h x 1.00" w x 8.00" l, 3.31 pounds
• Binding: Hardcover
• 576 pages

Features

• Used Book in Good Condition

Review
 "This textbook will remain a staple in the educational setting for both student and teacher. If an O&P student needs one book on gait, this is that book. For practitioners, the textbook is a ready reference that can augment existing knowledge and inform clinical practice."  

— Bryan Malas, MHPE, CO

 "The greatest strength of the new edition lies in its logical, reorganized content presentation, which seamlessly interweaves the old and new into a single comprehensive text the practitioner will find valuable in both its breadth and currency. As with the first edition, this textbook will remain a staple in the educational setting for both student and teacher alike. If an O&P student needed one book on gait, this would be that book. For practitioners, the textbook is a ready reference that can augment existing knowledge and inform clinical practice."   

— Bryan Malas, MHPE, CO, American Academy of Orthotists & Prosthetists

 "...in summary, this second edition includes several excellent additions to a classic textbook which should be on the book shelf of ever postgraduate student studying human gait, and every physiotherapist with a specific interest in gait analysis."  

– Marietta van der Linden, Physiotherapy

 "This is a first-class publication on a very important subject not discussed as commonly as other issues in orthopedics. The authors are well-known experts and the book is the result of vast clinical and research experience. This is the best book available on gait analysis."  

– Riad Barmada, MD, University of Illinois at Chicago College of Medicine, Doody Enterprises, Inc.

 "Gait Analysis: Normal and Pathological Function is a comprehensive text for basic gait analysis, systematically covering the fundamental components of normal and pathological gait. The clinical focus of this text makes it a useful resource for clinicians and students of all levels."  

— Dr. Vivienne Chuter,University of Newcastle, New South Wales, Australia, Physical Therapy Reviews

 "Their excellent and subtle changes have enhanced the book’s value, both as a primer and as an encyclopedic reference on gait. The authors allude to what the observer "sees." New methods of gait analysis have more accurately characterized various parts of the gait cycle. Chapter 9 is really a summary chapter of the first part of the book, which covers normal gait. Valuably, it sums up the parts and puts them together. This chapter integrates the total limb function at each phase of gait, elevating observation to a more sophisticated understanding. The use of clinical photographs continues and helps readers relate the illustrated point to a patient or series of patients being treated- an especially valuable feature. The chapters on kinetics, running, and stride are updated and valuable. The chapter on dynamic EMGs has been expanded to discuss the relation of muscle control to the various aspects of gait, both normal and abnormal—an essential concept. Reading the first part of Gait Analysis: Normal and Pathological Function will add dimension to observing gait and will be ideal for providing readers having an advanced interest with a more complete and clear technical understanding. In either instance, reading this text and comprehending the data make this text clinically pragmatic and worthwhile."   

– Alfred D. Grant, MD, NYU Hospital for Joint Diseases, New York, NY, JAMA

About the Author
Jacquelin Perry, MD’s interest in gait began in college (UCLA). A major in physical education (1935-1940) introduced her to anatomy and provided a strong background in kinesiology with application to sports. Part of this experience was her attendance at the Physical Therapy Clinic of the Los Angeles Children’s Hospital where she began her exposure to disability. Subsequently, she became a physical therapist (Walter Reed Army Hospital, 1941), which expanded her knowledge of anatomy, kinesiology, and disability.  Her physical therapy experience in Army hospitals during World War II provided a broad clinical experience (1941-1945). In addition to working with a regular flow of trauma patients, she spent 2 years at a center that had Army programs for poliomyelitis and rheumatoid arthritis. All 3 clinical areas involved a great deal of informal observational gait analysis as one sought to improve the patient’s ability to walk. During most of this time, she was also an instructor at two of the Army schools of physical therapy (Hot Springs, AR and Denver, CO). There she taught anatomy, kinesiology, and therapeutic exercise as well as the modalities. Both normal and disabled gait were strong elements of this program.  After the war ended, she used her GI bill to go to medical school (UC San Francisco, 1946-1950) for the specific purpose of becoming an orthopaedic surgeon. Dr. Perry’s residency in orthopaedic surgery (UCSF, 1951-1955) occurred during the period when poliomyelitis and reconstructive surgery were strong clinical programs. Observational gait analysis and experience in correcting disabled gait became daily practice.   

Her next move was to join the staff of the Rancho Los Amigos National Rehabilitation Center. In 1955, poliomyelitis was the entire focus of the rehabilitation program. Disability of lower limbs, spine, and arms were all major concerns while bracing and reconstructive surgery received equal emphasis. Working with this program further expanded her knowledge of muscle function and gait disability. In addition, her experience in observing polio survivors exposed her to a number of different gait patterns as the type of paralysis resulting from this disease varies from patient to patient.  Following introduction of the Salk vaccine, polio was conquered so Dr. Perry and her colleagues redirected their attention to other types of chronic impairments. This change was the beginning of their intensive rehabilitation program for spinal cord injury, hemiplegia, arthritis, and children’s disorders (primarily muscular dystrophy, myelodysplasia and cerebral palsy). Later, amputee and problem back services were added. At first, the program was for general rehabilitation. Then as the patient groups became large, they formed separate clinical categories with a ward for each (1961). While continuing the polio spine surgery program, Dr. Perry also developed a stroke unit. 

Responsibility for persons disabled by a stroke forced her to expand her analysis process, as the functional pathology of individuals with hemiplegia is much more complex than that of polio. Because the standard clinical examination findings correlated poorly with the gait dysfunctions, a system of observational gait analysis was initiated. Developed in conjunction with a group of knowledgeable and dedicated physical therapists, the Rancho Los Amigos Observational Gait Analysis System became highly organized. For the first time, there was a means of cataloging the multiple dysfunctions that occur with the various types of pathology. For the past 25 plus years, they have taught this program nationwide. The organizational background of this book is based on this program.   

A second development was the gait laboratory (1968). Its initial purpose was to document the improvement from reconstructive surgery in patients who could not be returned to normal function based on traditional rehabilitation therapy. This system was designed to help ascertain whether surgery actually was the better alternative for these patients. Out of this beginning was developed a functional diagnostic system to be used for planning the reconstructive surgery of patients with spasticity. The emphasis of the program was, and still is, kinesiological electromyography because the primary disability of patients with spasticity is inappropriate muscle action (errors in timing and intensity). Footswitches were developed to define the patient’s stride characteristics, and an electrogoniometer to record joint motion during gait also was developed. Clinical service and research have had equal emphasis from the beginning. Another novel emphasis has been on energy cost analysis of walking. An outdoor court was designed where habitual gait could be studied (Dr. Robert Waters spearheaded this). Today, the Pathokinesiology Laboratory at Rancho Los Amigos National Rehabilitation Center is fully equipped with automated motion analysis (CODA™), force plates and walking aids instrumented with force transducers. All types of disability have been studied over the years and continue to be seen as the clinical need increases (cerebral palsy, hemiplegia, spinal cord injury, post polio, arthritis, joint replacement, amputees, myelodysplasia, and muscular dystrophy).    

During her career, Dr. Perry has received numerous awards for her pioneering work in many areas of gait and orthopaedics. She received the Kappa Delta Award (Orthopedic Research Society, 1976) for landmark work with dynamic electromyography to define muscle function in cerebral palsy and the Isabelle and Leonard H. Goldson Award in Technology (United Cerebral Palsy Research and Education Foundation, 1981). She was a Shands Lecturer (American Orthopaedic Association, 1988) and received the Shands Award (Orthopaedic Research Society, 1999). Dr. Perry received Lifetime Achievement Awards from the Gait and Clinical Movement Analysis Society (2000) and The Scoliosis Research Society (2008). In December of 2008, the University of Southern California dedicated the Jacquelin Perry Musculoskeletal Biomechanics Laboratory in her honor. Dr. Perry continues her lifelong dedication to the research and clinical application of gait. This publication encompasses the extensive work of Dr. Perry and her successful years as a therapist and a surgeon renowned for her expertise in human gait.    

Judith M. Burnfield, PhD, PT is a most welcome co-author. She has excellent analytical skills and has an outstanding command of words. In addition, her scientific preparation and professional experience give her a unique perspective of impaired gait.   

Dr. Burnfield’s interest in gait began during a clinical internship in 1986 on the Arthritis Service at Rancho Los Amigos National Rehabilitation Center (Rancho). The analytic process encouraged during weekly gait sessions (many led by Dr. Perry) tapped into her investigative nature. Following graduation from the Physical Therapy Program at the State University of New York at Buffalo (1986), Dr. Burnfield accepted a position at Rancho Los Amigos National Rehabilitation Center. Her initial work on the Ortho-Diabetes Service further sparked her passion for understanding gait. Differentiating the influence of human impairments from prosthetic alignment factors was essential for improving patient’s walking ability and helped her develop a greater appreciation for the role alignment, forces, and moments have on walking performance. During this period, Dr. Burnfield started teaching a course on prosthetics and orthotics in the Physical Therapist Assistant Program at Cerritos College (Norwalk, CA). Gait was a central component of the course.   

Subsequent work on the Stroke Service, Gerontology Service, and in the Polio Clinic at Rancho expanded her knowledge related to the profound impact of weakness on movement disorders. It also highlighted the body’s exquisite versatility to compensate when sensation and control mechanisms remained intact (eg, with polio). Dr. Burnfield developed a strong appreciation for the role of lower extremity orthoses in promoting independence, particularly when the device’s capabilities were systematically matched to each patient’s unique impairments. During this period, Dr. Burnfield engaged in formal training to become a Rancho Gait Instructor. She then led gait sessions at Rancho and started teaching workshops around the country for therapists and physicians.    

In 1996, Dr. Burnfield left her position as Director of Physical Therapy at Rancho to commence graduate studies in Biokinesiology at the University of Southern California (USC). Her doctoral research, under the advisement of Dr. Christopher Powers, focused on human and environmental factors contributing to slips and falls during walking. She co-developed and taught the introductory and then advanced observational gait analysis courses for students enrolled in the clinical doctorate of physical therapy program at USC. At the time of her enrollment in USC’s Biokinesiology program, she also pursued a position as a research physical therapist working in the Pathokinesiology Laboratory at Rancho due to her desire to enhance her clinical research skills related to normal and pathologic gait. Her work in the latter environment focused on clinical and research studies quantifying gait abnormalities through the analysis of kinematic (motion), kinetic (moment) and electromyographic (muscle activity) data. The unique research and teaching experiences in the two environments complimented each other well and provided a framework for her role instructing Biomechanics and subsequently Kinesiology in the Physical Therapy Program at Mount St. Mary’s College in Los Angeles.    

Following completion of her doctoral studies, Dr. Burnfield engaged in a postdoctoral fellowship with Dr. Jacquelin Perry. This mentorship had a profound influence on Dr. Burnfield’s professional development for which she is most grateful. This focused period of inquiry provided a strong foundation for their subsequent collaboration on the second edition of this book.    

In October 2004, Dr. Burnfield joined Madonna Rehabilitation Hospital in Lincoln, Nebraska. She serves as Director of the Institute for Rehabilitation Science and Engineering, Director of the Movement and Neurosciences Center and the Clifton Chair in Physical Therapy and Movement Sciences. Dr. Burnfield has developed a dynamic research laboratory that capitalizes on the close proximity of patients and clinicians, a strong network of research collaborators internally as well as from universities and industry, and a diverse group of undergraduate and graduate students willing and eager to learn and contribute. Research efforts focus on developing and studying new treatments and technologies to help individuals with physical disabilities walk, exercise, and live more independently. The fully instrumented Chapin Gait and Motion Laboratory within the Movement and Neurosciences Center includes state-of-the art technology and software for conducting biomechanical and physiological analyses of movement function including a twelve-camera infrared motion analysis system, 16-channel and 10-channel portable electromyography technology, four force platforms, a footswitch system and plantar pressure mapping technology, and a 30-meter walkway with an overhead safety support track and full-body harness system.   

Dr. Burnfield holds adjunct faculty appointments at Creighton University, University of Nebraska– Lincoln, University of Nebraska Medical Center, and the University of Southern California. In addition to a vigorous research agenda, Dr. Burnfield continues to teach gait in the academic setting and presents both nationally and internationally on gait and rehabilitation related topics.

Most helpful customer reviews

25 of 27 people found the following review helpful.
Showing the fascinating complexity of Gait Analysis
By Ulrich Vissering
A previous writers tries to tell us, that gait analysis with our own eyes and understanding is outdated in a high tech world. I disagree. As it is true for many steps in the process of finding the reasons of disorder and disfunction and working on solutions, as medical doctor or as physiotherapist, it is allways the core of real quality if one understands by himself and his education in the field, what some high tech apparatus tries to tell him, sometimes telling it wrong. So giving up all your knowledge and expertise into the hands of a computer, or even showing that you have no interest to get this knowledge in the first place, is a sure way to failure in the medical field. And by the way, gait analysis isnt some dry, boring stuff, in fact, it is fascinating to realize how very important it is to be able to identify the different stages of this very short moment, to find the fitting solution for your therapy. I am just a beginner after completing a first course in gait analysis lead by a german pupil of Jacquelin Perry, and as a doctor in a rehab clinic I can tell you, its very up to date. And talking about the high tech world, who is able to buy a technical system, the hard- and software for gait analysis, for example as a simple practitioner? Better take your time to get some education by experienced gait instructors, read this book and all what you need is in your head and hands, plus eventually a small camera to make a short clip for analysis and presentation on a Monitor.

1 of 1 people found the following review helpful.
Great book! Highly recommended
By Joseph Nesser
Love this book! It reminds me of the Neumanns kinesiology - clear, concise and to the point. The book does not overwhelm you with too many words on each page, and the illustrations are very helpful.

0 of 0 people found the following review helpful.
An excellent easy to read and understand guide to gait
By John M. Lahr
An excellent easy to read and understand guide to gait. Uses very simplistic line drawings that easily detail specific parts of the cycle as well as how the parts all work together. A def for anyone that needs to understand gait and gait analysis.

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[A369.Ebook] Download PDF Engineering and the Mind's Eye (MIT Press), by Eugene S. Ferguson

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In this insightful and incisive essay, Eugene Ferguson demonstrates that good engineering is as much a matter of intuition and nonverbal thinking as of equations and computation. He argues that a system of engineering education that ignores nonverbal thinking will produce engineers who are dangerously ignorant of the many ways in which the real world differs from the mathematical models constructed in academic minds.

• Sales Rank: #303654 in Books
• Published on: 1994-03-29
• Original language: English
• Number of items: 1
• Dimensions: 8.50" h x .44" w x 6.25" l, .78 pounds
• Binding: Paperback
• 264 pages

Review

A sophisticated, thoughtful, and provocative analysis of thenature of engineering.

(Steven Lubar Science)

Like many a 'little book' by a master, the reader will find it overflowing with ideas and insights. It is a book that will reward many rereadings.

(Henry Petroski, Duke University)

From the Back Cover
In this insightful and incisive essay, Eugene Ferguson demonstrates that good engineering is as much a matter of intuition and nonverbal thinking as of equations and computation. He argues that a system of engineering education that ignores nonverbal thinking will produce engineers who are dangerously ignorant of the many ways in which the real world differs from the mathematical models constructed in academic minds.

About the Author

Eugene Ferguson is Professor of History Emeritus at the University of Delaware.

Most helpful customer reviews

13 of 14 people found the following review helpful.
How to put Design and Experience back into Engineering
By John C. Dunbar
This book should be required reading for all engineers. It reviews how the art, practical and design type courses were taken out of the engineering schools in the 1950's and how those schools are now correcting the situation.
The author reviews the importance of practical experience and the ability to sketch... particularly for chief engineers.
Most impressive and perhaps most important was the panoramic history of engineering, design and creativity. The book has beautiful pictures and an extensive bibliography.
I found interesting that Leonardo's notebooks were only part of the many notebooks prepared during the Renaissance. And, that many of them copied drawings of earlier works. Lots of pictures of these notebooks are included, along with pictures of the extensive use of models (mostly fortifications) used at this time... and all the way up to WWII.
The author discusses how CAD systems really help on the productivity but include so many limiting asssumptions that they may stifle creativity. Particularly bad from the author's point of view is the over reliance on math. He points out that most engineering problems are messy, and not amenable to a clean mathematical solution. And, that we have all these younger engineers looking only for clean problems so they can put their math training to work. Unfortunately, nature is not so co-operative.
His solution: more drawing and more practical experience. For example, budding engineers should get out into the field and go see the problem, or visit other plants. They should build prototypes and learn how to operate a lathe. In this regard he likes Dutch and German engineering schools best.
This is a great book that any engineer should add to his permanent collection.
John Dunbar
Sugar Land, TX

9 of 9 people found the following review helpful.
Thought Provoking
By Guy Randell
A short, nicely written book. A must read for those with an interest in history of technology, engineering or education. Time well spent for almost any intellegent reader. A lot of "bang for your buck" with this one!

11 of 12 people found the following review helpful.
As Uncle Albert once said, "IMAGINATION....
By Neal Maben
...is more important than knowledge." This fine book examines the deep roots of this simple and wise truth. The author takes us on a journey of discovery within our [engineering] profession and shows us where we originated from, and [unfortunately] where we are headed. The author has the courage to come out and say what many, if not most, in the field of engineering would like to say, but for one reason or another have not: Academia is producing more and more clinical analysts, and less and less true engineers. He examines and clarifies the difference between the two and goes on to explain how we have arrived at this strange place so far away from the road that we should be on. He further offers some of, but certainly not all, the solutions for getting ourselves back on track as a profession.
I found this book to be wonderfully entertaining and incredibly insightful about the field(s) of engineering and how we think, communicate, advance in our profession(s). Being a graduating senior in a dying breed of EEETs at Montana State University, I have generally found the author profoundly on the mark, and recommend this book for everyone even associated with the field of engineering and most especially, the educators!

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