Science.gov

Sample records for improving customer experience

  1. Process Improvement: Customer Service.

    PubMed

    Cull, Donald

    2015-01-01

    Utilizing the comment section of patient satisfaction surveys, Clark Memorial Hospital in Jeffersonville, IN went through a thoughtful process to arrive at an experience that patients said they wanted. Two Lean Six Sigma tools were used--the Voice of the Customer (VoC) and the Affinity Diagram. Even when using these tools, a facility will not be able to accomplish everything the patient may want. Guidelines were set and rules were established for the Process Improvement Team in order to lessen frustration, increase focus, and ultimately be successful. The project's success is driven by the team members carrying its message back to their areas. It's about ensuring that everyone is striving to improve the patients' experience by listening to what they say is being done right and what they say can be done better. And then acting on it. PMID:26571974

  2. Understanding customer experience.

    PubMed

    Meyer, Christopher; Schwager, Andre

    2007-02-01

    Anyone who has signed up for cell phone service, attempted to claim a rebate, or navigated a call center has probably suffered from a company's apparent indifference to what should be its first concern: the customer experiences that culminate in either satisfaction or disappointment and defection. Customer experience is the subjective response customers have to direct or indirect contact with a company. It encompasses every aspect of an offering: customer care, advertising, packaging, features, ease of use, reliability. Customer experience is shaped by customers' expectations, which largely reflect previous experiences. Few CEOs would argue against the significance of customer experience or against measuring and analyzing it. But many don't appreciate how those activities differ from CRM or just how illuminating the data can be. For instance, the majority of the companies in a recent survey believed they have been providing "superior" experiences to customers, but most customers disagreed. The authors describe a customer experience management (CEM) process that involves three kinds of monitoring: past patterns (evaluating completed transactions), present patterns (tracking current relationships), and potential patterns (conducting inquiries in the hope of unveiling future opportunities). Data are collected at or about touch points through such methods as surveys, interviews, focus groups, and online forums. Companies need to involve every function in the effort, not just a single customer-facing group. The authors go on to illustrate how a cross-functional CEM system is created. With such a system, companies can discover which customers are prospects for growth and which require immediate intervention. PMID:17345685

  3. The Customer Service Experience.

    ERIC Educational Resources Information Center

    Bell, Chip R.

    2001-01-01

    Discusses ways to embed customer service learning and customer loyalty including making customers think, examining every aspect of customers' service encounters with staff, providing follow-up, making learning fun, and involving customers in your business. (JOW)

  4. Breaking down IT silos: a "connected" way to improve customer experience and the bottom line.

    PubMed

    Hallowell, Bruce; Turisco, Frances

    2009-03-01

    Hospitals can provide customer service like Amazon.com without purchasing new technology. Making technology interactive requires sharing patient data across applications and enhancing existing IT with decision support. Breaking down technology silos between hospital and outpatient care provider systems significantly improves efficiency, lowers costs, and speeds care delivery. PMID:20669844

  5. The truth about patient experience: what we can learn from other industries, and how three ps can improve health outcomes, strengthen brands, and delight customers.

    PubMed

    Needham, Brian R

    2012-01-01

    Improving the patient experience is an issue many healthcare organizations face. However, it is the opinion of this author that the focus on patient satisfaction scores alone is short-sighted and that the most successful organizations will adopt best practices from other industries to deliver a more complete patient experience. This article presents an extensive review of best practices in customer experience from numerous customer-centric industries and postulates as to how the healthcare field might apply them. A new framework for improving patient experience is proposed--one that moves beyond the traditional focus on satisfaction scores to embrace the core differentiating characteristics of the organization. PMID:22905604

  6. Applying statistics to improve internal customer satisfaction

    SciTech Connect

    Caplinger, W.H.

    1986-06-01

    Westinghouse Electric Corporation (WEC) is in the midst of an intense Quality Improvement Program (QIP). WHC operates the Hanford Engineering Development Laboratory (HEDL) for the Department of Energy (DOE) which is our one external ''customer''. During 1984 WHC developed a Seven Point QIP. One of these points was ''Customer Satisfaction through Excellence''. Besides recognizing the importance of the external customer, DOE, a concept of ''internal customer'' was developed. We wished to identify our internal customer, to measure and to improve his satisfaction. A pilot program of seven groups from across the laboratory activities launched the effort. All seven group managers experienced the Deming Videotapes or Seminar. An analysis of the Deming method for this application led to a 15-step plan. The plan began with identification of customer(s) and product(s) and reached steady-state with iterative improving control charts. Each group proceeded at its own pace and progress was reported monthly. The results varied. The group with a single product and several customers achieved the greatest success. They went on to use statistical process control methods. The group with a single customer and several products also achieved considerable improvement. The successes achieved by the support groups, where a wide range of products were provided to a wide range of customers, were in areas selected specifically for investigation.

  7. Customized Laboratory Experience in Physical Chemistry

    ERIC Educational Resources Information Center

    Castle, Karen J.; Rink, Stephanie M.

    2010-01-01

    A new physical chemistry laboratory experience has been designed for upper-level undergraduate chemistry majors. Students customize the first 10 weeks of their laboratory experience by choosing their own set of experiments (from a manual of choices) and setting their own laboratory schedule. There are several topics presented in the accompanying…

  8. Extend{trademark} customization -- Experiences and issues

    SciTech Connect

    Parker, R.Y.

    1997-12-09

    Extend{trademark} simulation software is a dynamic modeling package developed by Imagine That Incorporated. The Technology Modeling and Analysis group (TSA-7) at Los Alamos National Laboratory has used Extend extensively over the past few years as one of various tools employed to perform simulation modeling and analysis. Development efforts over much of this period have made Extend a more effective and efficient tool through block customization. TSA-7 has taken advantage of the built-in capability in Extend to allow users to create new or modify existing functional blocks from which simulation models are constructed. As a result, Extend is much more effective and efficient for the group`s applications. This paper summarizes block customization and simulation model development that markedly improved the utilization of the Extend software package. The material covered herein includes some background information on Extend, which is necessary for understanding the balance of the paper. Following the background, the paper addresses Extend block customization efforts, including advantages and disadvantages to customizing, and the impact customization has had on Extend modeling efforts in TSA-7. Brief descriptions of many customized blocks developed by the author are presented in the appendix.

  9. 39 CFR 3055.92 - Customer Experience Measurement Surveys.

    Code of Federal Regulations, 2012 CFR

    2012-07-01

    ... 39 Postal Service 1 2012-07-01 2012-07-01 false Customer Experience Measurement Surveys. 3055.92... SATISFACTION REPORTING Reporting of Customer Satisfaction § 3055.92 Customer Experience Measurement Surveys. (a) The report shall include a copy of each type of Customer Experience Measurement instrument, or...

  10. 39 CFR 3055.92 - Customer Experience Measurement Surveys.

    Code of Federal Regulations, 2013 CFR

    2013-07-01

    ... 39 Postal Service 1 2013-07-01 2013-07-01 false Customer Experience Measurement Surveys. 3055.92... SATISFACTION REPORTING Reporting of Customer Satisfaction § 3055.92 Customer Experience Measurement Surveys. (a) The report shall include a copy of each type of Customer Experience Measurement instrument, or...

  11. 39 CFR 3055.92 - Customer Experience Measurement Surveys.

    Code of Federal Regulations, 2011 CFR

    2011-07-01

    ... 39 Postal Service 1 2011-07-01 2011-07-01 false Customer Experience Measurement Surveys. 3055.92... SATISFACTION REPORTING Reporting of Customer Satisfaction § 3055.92 Customer Experience Measurement Surveys. (a) The report shall include a copy of each type of Customer Experience Measurement instrument, or...

  12. 39 CFR 3055.92 - Customer Experience Measurement Surveys.

    Code of Federal Regulations, 2014 CFR

    2014-07-01

    ... 39 Postal Service 1 2014-07-01 2014-07-01 false Customer Experience Measurement Surveys. 3055.92... SATISFACTION REPORTING Reporting of Customer Satisfaction § 3055.92 Customer Experience Measurement Surveys. (a... instrument including: (1) A description of the customer type targeted by the survey; (2) The number...

  13. Improving Customer Satisfaction in an R and D Environment

    NASA Technical Reports Server (NTRS)

    Alexander, Anita; Liou, Y. H. Andrew

    1998-01-01

    Satisfying customer needs is critical to the sustained competitive advantage of service suppliers. It is therefore important to understand the types of customer needs which, if fulfilled or exceeded, add value and contribute to overall customer satisfaction. This study identifies the needs of various research and development (R&D) customers who contract for engineering and design support services. The Quality Function Deployment (QFD) process was used to organize and translate each customer need into performance measures that, if implemented, can improve customer satisfaction. This study also provides specific performance measures that will more accurately guide the efforts of the engineering supplier. These organizations can either implement the QFD methodology presented herein or extract a few performance measures that are specific to the quality dimensions in need of improvement. Listening to 'what' customers talk about is a good first start.

  14. Customer satisfaction: key to improved service planning

    SciTech Connect

    McAleer, L.J.; Dukich, T.

    1985-06-13

    This article focuses on the accurate measurement of customer needs and requirements for service-planning purposes. It is based on the assumption that providing maximum service value per dollar paid to the utility is a primary objective of utility managers. Using customer satisfaction and perceived service value as a basis for utility service and market planning offers several key benefits. However, in order to take advantage of these benefits, the process used to measure customer satisfaction must meet a number of criteria. A methodology that meets these requirements is the measurement of perceived value (MPV). This technique was developed by the Melior Group and has been successfully applied to more than 6000 consumers in a variety of service industries, including public utilities. The basics of MPV are described.

  15. Improving customer service. It's not just what's in the box.

    PubMed

    Redling, Robert

    2003-08-01

    Patient satisfaction scores can plummet when medical emergencies throw schedules into disarray or a receptionist ignores a patient at the front desk. Patients' expectations of good customer service have been shaped by technological conveniences and the concerted efforts of retailers, restaurants and other service providers. Physician leaders and administrators can improve customer service by paying more attention to organizational culture, physician behavior, staff incentives, hiring practices and team-building. PMID:12959055

  16. Assessing water company customer preferences and willingness to pay for service improvements: A stated choice analysis

    NASA Astrophysics Data System (ADS)

    Willis, Kenneth G.; Scarpa, Riccardo; Acutt, Melinda

    2005-02-01

    Water and sewerage companies are regional monopolies in the UK. A government agency regulates these companies, setting standards on quality of service to customers, and every 5 years sets prices that companies can charge customers over the ensuing quinquennium. We use a stated choice experiment model to estimate benefits to water company customers of changes across 14 water service factors. The estimated values were quite similar for each service factor across models (conditional logit (CL), CL quadratic, nested logit (NL), or NL quadratic). Estimates of the cost of infrastructure maintenance and improvement with risk of asset failure, along with CL benefit estimates, permit economic optimization across the water company's whole investment program.

  17. 76 FR 24339 - Streamlining Service Delivery and Improving Customer Service

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-05-02

    ... Delivery and Improving Customer Service By the authority vested in me as President by the Constitution and...). However, with advances in technology and service delivery systems in other sectors, the public's... Federal Government has a responsibility to streamline and make more efficient its service delivery...

  18. Assessing customer satisfaction for improving NOAA's climate products and services

    NASA Astrophysics Data System (ADS)

    Meyers, J. C.; Hawkins, M. D.; Timofeyeva, M. M.

    2009-12-01

    NOAA's National Weather Service (NWS) Climate Services Division (CSD) is developing a comprehensive climate user requirements process with the ultimate goal of producing climate services that meet the needs of NWS climate information users. An important part of this effort includes engaging users through periodical surveys conducted by the Claes Fornell International (CFI) Group using the American Customer Satisfaction Index (ACSI). The CFI Group conducted a Climate Services Satisfaction (CSS) Survey in May of 2009 to measure customer satisfaction with current products and services and to gain insight on areas for improvement. The CSS Survey rates customer satisfaction on a range of NWS climate services data and products, including Climate Prediction Center (CPC) outlooks, drought monitoring, and ENSO monitoring and forecasts, as well as NWS local climate data services. In addition, the survey assesses the users of the products to give the NWS insight into its climate customer base. The survey also addresses specific topics such as NWS forecast category names, probabilistic nature of climate products, and interpretation issues. The survey results identify user requirements for improving existing NWS climate services and introducing new ones. CSD will merge the survey recommendations with available scientific methodologies and operational capabilities to develop requirements for improved climate products and services. An overview of the 2009 survey results will be presented, such as users' satisfaction with the accuracy, reliability, display and functionality of products and services.

  19. Improving customer satisfaction: emerging lessons about strategy and implementation.

    PubMed

    Morton, J

    1995-01-01

    A six-phase strategy has been developed and tested to strategically improve customer satisfaction across an entire managed care system. This article summarizes the theoretical underpinnings of the approach and highlights the first two phases of the overall strategy. Emerging lessons about strategy and implementation are described. A follow-up article will include a description of the last four phases of the strategy and a summary of initial results associated with the implementation of this approach. PMID:10142022

  20. A Quality Improvement Customer Service Process and CSS [Customer Service System]. Burlington County College Employee Development Series, Volumes I & II.

    ERIC Educational Resources Information Center

    Burlington County Coll., Pemberton, NJ.

    Prepared for use by staff in development workshops at Burlington County College (BCC), in New Jersey, this handbook offers college-wide guidelines for improving the quality of service provided to internal and external customers, and reviews key elements of BCC's Customer Service System (CSS), a computerized method of recording and following-up on…

  1. Practical choices for infobutton customization: experience from four sites.

    PubMed

    Cimino, James J; Overby, Casey L; Devine, Emily B; Hulse, Nathan C; Jing, Xia; Maviglia, Saverio M; Del Fiol, Guilherme

    2013-01-01

    Context-aware links between electronic health records (EHRs) and online knowledge resources, commonly called "infobuttons" are being used increasingly as part of EHR "meaningful use" requirements. While an HL7 standard exists for specifying how the links should be constructed, there is no guidance on what links to construct. Collectively, the authors manage four infobutton systems that serve 16 institutions. The purpose of this paper is to publish our experience with linking various resources and specifying particular criteria that can be used by infobutton managers to select resources that are most relevant for a given situation. This experience can be used directly by those wishing to customize their own EHRs, for example by using the OpenInfobutton infobutton manager and its configuration tool, the Librarian Infobutton Tailoring Environment. PMID:24551334

  2. Preintervention Analysis and Improvement of Customer Greeting in a Restaurant

    ERIC Educational Resources Information Center

    Therrien, Kelly; Wilder, David A.; Rodriguez, Manuel; Wine, Byron

    2005-01-01

    We examined customer greeting by employees at one location of a sandwich restaurant chain. First, a preintervention analysis was conducted to determine the conditions under which greeting a customer within 3 s of his or her entry into the restaurant did and did not occur. Results suggested that an appropriate customer greeting was most likely to…

  3. 41 CFR 102-85.100 - How does a customer agency pay for tenant improvements?

    Code of Federal Regulations, 2010 CFR

    2010-07-01

    ... 41 Public Contracts and Property Management 3 2010-07-01 2010-07-01 false How does a customer... customer agency pay for tenant improvements? To pay for the installation of tenant improvements, the customer agency may spend an amount not to exceed the tenant allowance. The amount spent by the...

  4. Experience with custom processors in space flight applications

    NASA Technical Reports Server (NTRS)

    Fraeman, M. E.; Hayes, J. R.; Lohr, D. A.; Ballard, B. W.; Williams, R. L.; Henshaw, R. M.

    1991-01-01

    The Applied Physics Laboratory (APL) has developed a magnetometer instrument for a swedish satellite named Freja with launch scheduled for August 1992 on a Chinese Long March rocket. The magnetometer controller utilized a custom microprocessor designed at APL with the Genesil silicon compiler. The processor evolved from our experience with an older bit-slice design and two prior single chip efforts. The architecture of our microprocessor greatly lowered software development costs because it was optimized to provide an interactive and extensible programming environment hosted by the target hardware. Radiation tolerance of the microprocessor was also tested and was adequate for Freja's mission -- 20 kRad(Si) total dose and very infrequent latch-up and single event upset events.

  5. Customers First: Using Process Improvement To Improve Service Quality and Efficiency.

    ERIC Educational Resources Information Center

    Larson, Catherine A.

    1998-01-01

    Describes steps in a process-improvement project for reserve book services at the University of Arizona Library: (1) plan--identify process boundaries and customer requirements, gather/analyze data, prioritize problems; (2) do--encourage divergent thinking, reach convergent thinking, find solutions; (3) check--pilot solutions, compare costs; and…

  6. Automation improves houston L P's customer assistance system

    SciTech Connect

    Grant, S.A.; Hunter, W.A.; Petersen, J.E.

    1993-05-01

    In corporations nationwide, automated customer-assistance telephone systems are becoming widespread. As these systems become increasingly user-friendly, customers can accomplish many transactions without the help of a customer service representative (CSR) by using interactive voice response units (VRUs). VRUs benefit customers by offering around-the-clock access to basis account information, increasing the speed of transactions and reducing the amount of time a customer remains on hold. VRU systems benefit companies by reducing the volume of calls handled by representatives (reducing labor costs), increasing levels of service (the ratio of calls handled to calls abandoned), and providing better overall customer service. Utilities remain relative newcomers to this method of customer service. Two years ago, Houston Lighting and Power Co. (HL P) began a transition toward automation in its customer-service telephone center. HL P managers began with an idea of where they wanted to go, but a limited knowledge of how to get there. They quickly found that few utilities had made the transition to automation. This meant there were few places to turn for information or guidance. Because of the limited precedents in the industry, HL P had to guide itself through the transition. It emerged on the leading edge of utility companies moving into the world of automated phone centers.

  7. Developing a customer-driven approach to quality improvement systems.

    PubMed

    Owad, W P

    1993-01-01

    The development of a DCP in the manner presented previously has allowed for a consistent definition of customer needs and expectations within a pharmacy service. By applying this approach it has allowed the department to address the controversies associated with the identification of key customers and has also allowed a balance to be achieved between internal and external forces. From our analysis it is clear that the pharmacy department has a critical role in establishing a customer service philosophy that is key to the overall success of the institution's quality goal. It is also clear that pharmacy services cannot truly be developed without a customer service philosophy central to their design and implementation. In an era where drug expenditures represent an ever-increasing portion of corporate budgets, the pharmacy's ability to deliver goods and services that are customer and quality focused will be critical to organizational survival. The time has come to put ego aside and critically analyze whether or not a quality service is being delivered that meets a true customer need. PMID:10128765

  8. X Marks the Spot: Creating and Managing a Single Service Point to Improve Customer Service and Maximize Resources

    ERIC Educational Resources Information Center

    Venner, Mary Ann; Keshmiripour, Seti

    2016-01-01

    This article will describe how merging service points in an academic library is an opportunity to improve customer service and utilize staffing resources more efficiently. Combining service points provides libraries with the ability to create a more positive library experience for patrons by minimizing the ping-pong effect for assistance. The…

  9. Mountain Plains Learning Experience Guide: Marketing. Course: Customer Service.

    ERIC Educational Resources Information Center

    Preston, T.; Egan, B.

    One of thirteen individualized courses included in a marketing curriculum, this course covers the various credit plans, shopping conveniences, and advisory services provided by wholesale and retail businesses to their customers. The course is comprised of two units: (1) Credit and (2) Shopping Services. Each unit begins with a Unit Learning…

  10. Learn from experience: insights of 200+ PACS customers.

    PubMed

    Swaton, Norm

    2002-01-01

    This article is based on a PACS study published in June 2001 by KLAS Enterprises. The study offers unique insight into the performance, underlying technology, product depth and breadth, and "real world" issues facing 10 of the leading PACS vendors and their clients as rated at more than 200 of their client sites by CIOs, department directors and vendor executives. The driving force behind this report reflects the heightened interest in PACS systems in general and PACS' contributions to the benefits associated with an electronic medical record. This research was sponsored by 10 healthcare provider organizations (not vendors), ranging from a 150-bed acute-care hospital to a seven-hospital IDN. Most of the data in the report focuses on the use of PACS in the radiology department, since comparatively few sites are using PACS systems in other departments, such as cardiology or pathology. The participating vendors supplied their customer lists, which contributed to the majority of clients surveyed. Clients surveyed in the study vary widely in size, ranging from 50 to 2,000 beds, with about 46 percent of those surveyed having a hospital size of more than 400 beds. The customers represent a broad cross-section of PACS clients, ranging from 10 percent to 95 percent filmless, with large-scale users making up the majority of respondents. Each of the customers were asked to numerically rate their vendor on 28 aspects of performance, as well as to answer 12 questions relating to customer satisfaction. Based on study results, success with PACS can be distilled into some basic principles. There are other issues that will help with a successful PACS selection and implementation, but the following list should help anyone get started. If you are able to focus on and accomplish these few things, you stand a better chance of building and meeting your business case. Pre-sell your PACS concept to the radiologists, technicians, IS/IT staff supporting it and to the referring physicians

  11. Customized cooking method improves total antioxidant activity in selected vegetables.

    PubMed

    Ng, Zhi-Xiang; Chai, Jen-Wai; Kuppusamy, Umah Rani

    2011-03-01

    The present study compares water-soluble phenolic content (WPC) and antioxidant activities in Chinese long bean (Vigna unguiculata), bitter gourd (Momordica charantia), water convolvulus (Ipomoea aquatica) and broccoli (Brassica olearacea) prior to and after subjecting to boiling, microwaving and pressure cooking. The total antioxidant activity was increased in cooked water convolvulus, broccoli and bitter gourd, estimated based on the ferric reducing antioxidant power, the Trolox equivalent antioxidant capacity and 2,2-diphenyl-1-picryl-hydrazyl radical scavenging activity. Pressure cooking did not cause any significant decline in the antioxidant property. Boiling generally improved the overall antioxidant activity in all the vegetables. Correlation analysis suggests that WPC contributed to significant antioxidant activities in these vegetables. Thus, prudence in selecting an appropriate cooking method for different vegetables may improve or preserve their nutritional value. PMID:21250903

  12. Improving The Performance of Customer Loyalty of Online Ticketing in Indonesia's Showbiz Industry

    NASA Astrophysics Data System (ADS)

    Dachyar, M.; Athory, E. S.

    2015-06-01

    Currently the entertainment industry is adopting online ticketing for supporting business from main products to profitability improvement. E-loyalty needs to be examined because are deals with less loyal customer characteristic. The sample are 249 customers whom have purchased for tickets online at least once. Data was gathered by questionnaires and analyzed by Path Analysis and Importance - Performance Analysis. The findings of the research indicate that satisfaction has the strongest relationship to e-loyalty. This study provides four improvement alternatives as a form of new business development strategy for showbiz industry in Indonesia.

  13. Customer System Efficiency Improvement Assessment: Description and examination of system characterization data

    SciTech Connect

    Callaway, J.W.; DeSteese, J.G.

    1986-12-01

    This report describes three data bases that were developed in the Customer System Efficiency Improvement (CSEI) Assessment project to help characterize transmission and distribution (T and D) system losses experienced by utility customers in the Pacific Northwest. A principal objective of this project is to assess the potential for electric energy conservation in the T and D systems of BPA's utility customers. The three data bases provide essential input on the number and operating characteristics of T and D component stocks that was used in another task of the CSEI Project to estimate the conservation supply functions that result from replacing existing stocks with more efficient components (Tepel et al. 1986). This document describes the three data bases, provides a guide to their use, and presents a summary characterization of the principal loss-generating components (lines and transformers) of the region's T and D systems.

  14. Improving Customer Waiting Time at a DMV Center Using Discrete-Event Simulation

    NASA Technical Reports Server (NTRS)

    Arnaout, Georges M.; Bowling, Shannon

    2010-01-01

    Virginia's Department of Motor Vehicles (DMV) serves a customer base of approximately 5.6 million licensed drivers and ID card holders and 7 million registered vehicle owners. DMV has more daily face-to-face contact with Virginia's citizens than any other state agency [1]. The DMV faces a major difficulty in keeping up with the excessively large customers' arrival rate. The consequences are queues building up, stretching out to the entrance doors (and sometimes even outside) and customers complaining. While the DMV state employees are trying to serve at their fastest pace, the remarkably large queues indicate that there is a serious problem that the DMV faces in its services, which must be dealt with rapidly. Simulation is considered as one of the best tools for evaluating and improving complex systems. In this paper, we use it to model one of the DMV centers located in Norfolk, VA. The simulation model is modeled in Arena 10.0 from Rockwell systems. The data used is collected from experts of the DMV Virginia headquarter located in Richmond. The model created was verified and validated. The intent of this study is to identify key problems causing the delays at the DMV centers and suggest possible solutions to minimize the customers' waiting time. In addition, two tentative hypotheses aiming to improve the model's design are tested and validated.

  15. Weakest students benefit most from a customized educational experience for Generation Y students.

    PubMed

    Nalliah, Romesh P; Allareddy, Veerasathpurush

    2014-01-01

    Most current dental students were born in the 1980s and 1990s and are defined as Generation Y (Gen Y). The authors developed a customized educational experience that brought together some characteristics of Gen Y and the objective of this educational experience was to develop the critical thinking skills of Gen Y students. The objective of the current study is to evaluate outcomes from pre-session and post-session tests. Additionally, we wanted to integrate aspects of team-based learning, self-directed learning and peer-to-peer teaching as a means of reducing the need for intense faculty supervision but maintain positive educational outcomes. Single bitewing x-ray was displayed and informal class discussion was facilitated by a Senior Tutor. A list of questions and concepts that needed to be understood more clearly was made. Student groups self allocated research tasks to members. After conducting research, students presented to class and faculty facilitated discussions aiming to foster critical thinking and identify what information needed to be more thoroughly understood. Pre-session and post-session tests were conducted and compared. Students who scored below 85% in their pre-session test improved their score in the post-session test by a mean of 9.5 points (p = 0.02). Those who scored above 95% in their pre-session test scored less in the post-session test (mean reduction of 6.31 points, p = 0.001). Findings from this study demonstrate that the weakest students in the class (those who scored below 85% correct in the pre-session test) benefitted most from this unique educational experience. PMID:25493212

  16. Weakest students benefit most from a customized educational experience for Generation Y students

    PubMed Central

    Allareddy, Veerasathpurush

    2014-01-01

    Most current dental students were born in the 1980s and 1990s and are defined as Generation Y (Gen Y). The authors developed a customized educational experience that brought together some characteristics of Gen Y and the objective of this educational experience was to develop the critical thinking skills of Gen Y students. The objective of the current study is to evaluate outcomes from pre-session and post-session tests. Additionally, we wanted to integrate aspects of team-based learning, self-directed learning and peer-to-peer teaching as a means of reducing the need for intense faculty supervision but maintain positive educational outcomes. Single bitewing x-ray was displayed and informal class discussion was facilitated by a Senior Tutor. A list of questions and concepts that needed to be understood more clearly was made. Student groups self allocated research tasks to members. After conducting research, students presented to class and faculty facilitated discussions aiming to foster critical thinking and identify what information needed to be more thoroughly understood. Pre-session and post-session tests were conducted and compared. Students who scored below 85% in their pre-session test improved their score in the post-session test by a mean of 9.5 points (p = 0.02). Those who scored above 95% in their pre-session test scored less in the post-session test (mean reduction of 6.31 points, p = 0.001). Findings from this study demonstrate that the weakest students in the class (those who scored below 85% correct in the pre-session test) benefitted most from this unique educational experience. PMID:25493212

  17. The effects of customers' mobile experience and technical support on the intention to use mobile banking.

    PubMed

    Chung, Namho; Kwon, Soon Jae

    2009-10-01

    While mobile banking has become an integral part of banking activities, it has also caused systems-related stress and consequent distrust among mobile banking users. This study looks into the phenomenon of technology adoption for mobile banking users and identifies potential factors that nurture positive intentions toward mobile banking usage. It examines the effects of a customer's mobile experience and technical support on mobile banking acceptance and explains how some variables affect this intention. After a literature review, the method of empirical analysis using a structured questionnaire is developed. Hierarchical Moderated Regression Analyses (HMRA) is used to examine the model. We find that mobile experience and technical support tend to strengthen the relationship between technological characteristics and a customer's intention to use the mobile technology. PMID:19772441

  18. Case study: the Health SmartLibrary* experiences in web personalization and customization at the Galter Health Sciences Library, Northwestern University

    PubMed Central

    Shedlock, James; Frisque, Michelle; Hunt, Steve; Walton, Linda; Handler, Jonathan; Gillam, Michael

    2010-01-01

    Question: How can the user's access to health information, especially full-text articles, be improved? The solution is building and evaluating the Health SmartLibrary (HSL). Setting: The setting is the Galter Health Sciences Library, Feinberg School of Medicine, Northwestern University. Method: The HSL was built on web-based personalization and customization tools: My E-Resources, Stay Current, Quick Search, and File Cabinet. Personalization and customization data were tracked to show user activity with these value-added, online services. Main Results: Registration data indicated that users were receptive to personalized resource selection and that the automated application of specialty-based, personalized HSLs was more frequently adopted than manual customization by users. Those who did customize customized My E-Resources and Stay Current more often than Quick Search and File Cabinet. Most of those who customized did so only once. Conclusion: Users did not always take advantage of the services designed to aid their library research experiences. When personalization is available at registration, users readily accepted it. Customization tools were used less frequently; however, more research is needed to determine why this was the case. PMID:20428276

  19. Customer focus: patient, organization and EQuIP in collaboration. Evaluation and Quality Improvement Program.

    PubMed

    Sheahan, M

    1999-09-01

    The Australian Council on Healthcare Standards (ACHS) Evaluation and Quality Improvement Program (EQuIP) calls on healthcare organizations to increase their focus on patients by using leadership to coordinate, and continuous improvement to guide, care delivery. At a large acute care private facility in Melbourne, a program has been developed to create a 'care partnership', characterized by shared decision making, collaboration and conciliation. This program enhances patient care through the coordination of three strategies, a patient communication strategy, an evaluation strategy and a quality improvement strategy. The program has resulted in patient guided reforms such as redesign of a patient information booklet, a hospital-wide discharge planning improvement initiative and a hospital-wide strategy to improve pain management. Through the creation of a care partnership, this program helps an acute care hospital focus its services and processes on one of its key customer groups, patients. PMID:10482321

  20. Customer care in the NHS.

    PubMed

    Ruddick, Fred

    2015-01-20

    Viewing individuals in need of NHS care as customers has the potential to refocus the way their care is delivered. This article highlights some of the benefits of reframing the nurse-patient relationship in terms of customer care, and draws parallels between good customer care and the provision of high quality patient care in the NHS. It explores lessons to be learned from those who have studied the customer experience, which can be adapted to enhance the customer care experience within the health service. Developing professional expertise in the knowledge and skills that underpin good-quality interpersonal encounters is essential to improve the customer experience in health care and should be prioritised alongside the development of more technical skills. Creating a culture where emotional intelligence, caring and compassion are essential requirements for all nursing staff will improve patient satisfaction. PMID:25585766

  1. Focus on Customer Service. Service Management: How to Plan for it Rather Than Hope for It [and] Learning to Say "Yes": A Customer Service Program for Library Staff [and] Maintaining Momentum in a Quality Improvement Process.

    ERIC Educational Resources Information Center

    Brewer, Julie; And Others

    1995-01-01

    Presents three articles that discuss customer service in libraries, with a focus on planning for service management, a customer service program for library staff, and a quality improvement process. Highlights include developing and implementing service strategies, dealing with requests, redefining work relationships, coworkers as customers,…

  2. A framework for improving access and customer service times in health care: application and analysis at the UCLA Medical Center.

    PubMed

    Duda, Catherine; Rajaram, Kumar; Barz, Christiane; Rosenthal, J Thomas

    2013-01-01

    There has been an increasing emphasis on health care efficiency and costs and on improving quality in health care settings such as hospitals or clinics. However, there has not been sufficient work on methods of improving access and customer service times in health care settings. The study develops a framework for improving access and customer service time for health care settings. In the framework, the operational concept of the bottleneck is synthesized with queuing theory to improve access and reduce customer service times without reduction in clinical quality. The framework is applied at the Ronald Reagan UCLA Medical Center to determine the drivers for access and customer service times and then provides guidelines on how to improve these drivers. Validation using simulation techniques shows significant potential for reducing customer service times and increasing access at this institution. Finally, the study provides several practice implications that could be used to improve access and customer service times without reduction in clinical quality across a range of health care settings from large hospitals to small community clinics. PMID:23903937

  3. Customer system efficiency improvement assessment: Supply curves for transmission and distribution conservation options

    SciTech Connect

    Tepel, R.C.; Callaway, J.W.; De Steese, J.G.

    1987-11-01

    This report documents the results of Task 6 in the Customer System Efficiency Improvement (CSEI) Assessment Project. A principal objective of this project is to assess the potential for energy conservation in the transmission and distribution (TandD) systems of electric utilities in the BPA service area. The scope of this assessment covers BPA customers in the Pacific Northwest region and all non-federal TandD systems, including those that currently place no load on the BPA system. Supply curves were developed to describe the conservation resource potentially available from TandD-system efficiency improvements. These supply curves relate the levelized cost of upgrading existing equipment to the estimated amount of energy saved. Stated in this form, the resource represented by TandD loss reductions can be compared with other conservation options and regional electrical generation resources to determine the most cost-effective method of supplying power to the Pacific Northwest. The development of the supply curves required data acquisition and methodology development that are also described in this report. 11 refs., 11 figs., 16 tabs.

  4. Four Easy Steps to Drastically Improve Your Phone-Based Customer Service.

    PubMed

    Peller, Spencer; Beimes, Zachary

    2015-01-01

    Japan is renowned for impeccable customer service (as anyone who's watched an apple get wrapped up like a crown jewel in a Tokyo grocery store will tell you). The Japanese concept of kaizen (constant improvement) is a fundamental reason for this, and for the enduring success of conglomerates such as Toyota, Honda, and Sony. From afar, you may think this trait is caused by something in the waters from Mt. Fuji, but many in the know credit the work of an American engineer named W. Edwards Deming as the catalyst for this movement. If his ideas could transform a nation, there's no question they can improve the patient satisfaction rates at your practice. PMID:26182703

  5. Electrolysis Performance Improvement and Validation Experiment

    NASA Technical Reports Server (NTRS)

    Schubert, Franz H.

    1992-01-01

    Viewgraphs on electrolysis performance improvement and validation experiment are presented. Topics covered include: water electrolysis: an ever increasing need/role for space missions; static feed electrolysis (SFE) technology: a concept developed for space applications; experiment objectives: why test in microgravity environment; and experiment description: approach, hardware description, test sequence and schedule.

  6. Focusing on customer service.

    PubMed

    1996-01-01

    This booklet is devoted to a consideration of how good customer service in family planning programs can generate demand for products and services, bring customers back, and reduce costs. Customer service is defined as increasing client satisfaction through continuous concern for client preferences, staff accountability to clients, and respect for the rights of clients. Issues discussed include the introduction of a customer service approach and gaining staff commitment. The experience of PROSALUD in Bolivia in recruiting appropriate staff, supervising staff, soliciting client feedback, and marketing services is offered as an example of a successful customer service approach. The key customer service functions are described as 1) establishing a welcoming atmosphere, 2) streamlining client flow, 3) personalizing client services, and 4) organizing and providing clear information to clients. The role of the manager in developing procedures is explored, and the COPE (Client-Oriented Provider-Efficient) process is presented as a good way to begin to make improvements. Techniques in staff training in customer service include brainstorming, role playing, using case studies (examples of which are provided), and engaging in practice sessions. Training also leads to the development of effective customer service attitudes, and the differences between these and organizational/staff-focused attitudes are illustrated in a chart. The use of communication skills (asking open-ended questions, helping clients express their concerns, engaging in active listening, and handling difficult situations) is considered. Good recovery skills are important when things go wrong. Gathering and using client feedback is the next topic considered. This involves identifying, recording, and discussing customer service issues as well as taking action on these issues and evaluating the results. The booklet ends by providing a sample of customer service indicators, considering the maintenance of a

  7. Menu Analysis for Improved Customer Demand and Profitability in Hospital Cafeterias.

    PubMed

    Mann, Linda L.; MacInnis, Donna; Gardiner, Nicole

    1999-01-01

    Several sophisticated menu analysis methods have been compared in studies using theoretical restaurant menus. Institutional and especially hospital cafeterias differ from commercial restaurants in ways that may influence the effectiveness of these menu analysis methods. In this study, we compared three different menu analysis methods - menu engineering, goal value analysis, and marginal analysis in an institutional setting, to evaluate their relative effectiveness for menu management decision-making. The three methods were used to analyze menu cost and sales data for a representative cafeteria in a large metropolitan hospital. The results were compared with informal analyses by the manager and an employee to determine accuracy and value of information for decision-making. Results suggested that all three methods would improve menu planning and pricing, which in turn would enhance customer demand (revenue) and profitability. However, menu engineering was ranked the easiest of the three methods to interpret. PMID:11844400

  8. Lessons Learned: A review of utility experience with conservation and load management programs for commercial and industrial customers

    SciTech Connect

    Nadel, S.

    1990-10-01

    This report examines utility experience with conservation and load management (C LM) programs of commercial and industrial (C I) customers in order to summarize the lessons learned from program experiences to date and what these teach us about how to operate successful programs in the future. This analysis was motivated by a desire to learn about programs which achieve high participation rates and high electricity savings while remaining cost effective. Also, we wanted to review the very latest experiences with innovative program approaches -- approaches that might prove useful to utilities as they scale up their C LM activities. Specific objectives of this phase of the study are threefold: (1) To disseminate information on utility C LM experience to a nationwide audience. (2) To review current New York State utility programs and make suggestions on how these programs can be improved. (3) To collect data for the final phase of the American Council for an Energy-Efficient Economy/New York State Energy Research and Development Authority project, which will examine the savings that are achievable if C LM programs are pushed to the limit'' of current knowledge on how to structure and run cost-effective C LM programs. 19 tabs.

  9. MicroTCA and AdvancedTCA equipment evaluation and customization for LHC experiments

    NASA Astrophysics Data System (ADS)

    Di Cosmo, M.; Bobillier, V.; Haas, S.; Joos, M.; Mico, S.; Vasey, F.

    2015-01-01

    The MicroTCA and AdvancedTCA industry standards are candidate modular electronics platforms for the upgrade of the current generation of high energy physics experiments at CERN. The PH-ESE group at CERN launched an xTCA evaluation project with the aim of performing technical evaluations and providing support for commercially available components. Over the past years, different equipment from different vendors has been acquired and evaluated. This paper summarizes our evaluation results of commercial MicroTCA and AdvancedTCA equipment. Special emphasis is put on the component requirements to be defined in view of future equipment procurement. Customized prototypes developed according to these generic specifications are presented for the first time.

  10. How to improve the promotion of Korean beef barbecue, bulgogi, for international customers. An application of quality function deployment.

    PubMed

    Park, So-Hyun; Ham, Sunny; Lee, Min-A

    2012-10-01

    Quality function deployment (QFD) is a product development technique that translates customer requirements into activities for the development of products and services. This study utilizes QFD to identify American customer's requirements for bulgogi, a popular Korean dish among international customers, and how to fulfill those requirements. A customer survey and an expert opinion survey were conducted for US customers. The top five customer requirements for bulgogi were identified as taste, freshness, flavor, tenderness, and juiciness; ease of purchase was included in the place of tenderness after calculating the weight requirements. Eighteen engineering characteristics were developed, and a 'localization of bulgogi menu' is strongly related to the other characteristics as well. The results from the calculation of relative importance of engineering characteristics identified that the 'control of marinating time', 'localization of bulgogi menu', 'improvement of cooking and serving process', 'development of recipe by parts of beef', and 'use of various seasonings' were the highest contributors to the overall improvement of bulgogi. The relative importance of engineering characteristics, correlation, and technical difficulties are ranked and integrated to develop the most effective strategy. The findings are discussed relative to industry implications. PMID:22634190

  11. Task clarification, performance feedback, and social praise: Procedures for improving the customer service of bank tellers.

    PubMed

    Crowell, C R; Anderson, D C; Abel, D M; Sergio, J P

    1988-01-01

    Customer service for bank tellers was defined in terms of 11 verbal behavior categories. An audio-recording system was used to track the occurrence of behaviors in these categories for six retail banking tellers. Three behavior management interventions (task clarification, performance feedback, and social praise), applied in sequence, were designed to improve overall teller performance with regard to the behavioral categories targeted. Clarification was accomplished by providing clear delineation of the various target categories, with specific examples of the behaviors in each. Feedback entailed presentation of ongoing verbal and visual information regarding teller performance. Praise consisted of verbal recognition of teller performance by branch managers. Results showed that clarification effects emerged quickly, producing an overall increase in desired behaviors of 12% over baseline. Feedback and praise effects occurred more gradually, resulting in overall increases of 6% and 7%, respectively. A suspension of all procedures led to a decline in overall performance, whereas reinstatement of feedback and praise was again accompanied by performance improvement. These findings extend the generality of behavior management applications and help to distinguish between possible antecedent and consequent effects of performance feedback. PMID:16795713

  12. The case for customer loyalty.

    PubMed

    Sturm, Arthur C

    2004-09-01

    How does customer loyalty grow? Through good customer experiences. Yet some organizations seem to genuinely fail to understand that they can keep or lose a customer in the proverbial blink of an eye. And in this era of increasing customer demands across all industries, it's important that healthcare financial managers understand the correlation between customer loyalty and customer experience. PMID:15460948

  13. Establishing Customer Requirements: An Instructional Analysis for Continuous Quality Improvement Training Design.

    ERIC Educational Resources Information Center

    Gallagher, Jo D.

    Establishing customer requirements spans two steps in the planning for quality set forth by Juran (1988), those of discovering customer needs and expectations and translating them into the language of those responsible for meeting the needs. The need for training was documented in a large, decentralized service organization through qualitative…

  14. Custom Cementless Stem Improves Hip Function in Young Patients at 15-year Followup

    PubMed Central

    Flecher, Xavier; Pearce, Oliver; Parratte, Sebastien; Aubaniac, Jean-Manuel

    2009-01-01

    THA in young patients is challenging regarding restoration and survival because patients are young, active, and tend to have disturbed anatomy. We asked whether a three-dimensional custom cementless stem could restore hip function, decrease osteolysis and wear, and enhance stem survival in young patients. We retrospectively reviewed 212 patients (233 hips) younger than 50 years (mean, 40 years) at a followup of 5 to 16 years (mean, 10 years). The Merle D’Aubigné-Postel and Harris hip scores improved at last followup. No thigh pain was recorded for any of the patients; 187 of the 212 patients (88%) had full activity recovery, 206 had full range of motion, and 151 had a score greater than 80 points for all five categories of the Hip disability and Osteoarthritis Outcome score. Five patients had femoral osteolysis not associated with pain. With revision for any reason as an end point, the survivorship was 87% (range, 77%–97%) at 15 years, and considering stem revision only, the survivorship was 93% (confidence interval, 90%–97%) at 15 years. Our data compare favorably with those from series using standard cementless stems at the same followup with a high percentage of patients achieving functional restoration and a low rate of complications. Level of Evidence: Level IV, therapeutic study. See Guidelines for Authors for a complete description of levels of evidence. PMID:19690930

  15. Customer interviews to improve NASA office of space science education and public outreach leveraging success

    NASA Technical Reports Server (NTRS)

    Lowes, L. L.

    2002-01-01

    Leveraging with organizations that serve our customers and focusing on the needs of those organizations are two prime elements of the NASA Office of Space Science (OSS) Education and Public Outreach (E/PO) Strategy. On behalf of NASA OSS, the Solar System Exploration (SSE) Education and Public Outreach Forum has conducted a series of customer interviews with representatives from leading organizations who serve some of the audiences we wish to reach.

  16. Using Ecosystem Experiments to Improve Vegetation Models

    SciTech Connect

    Medlyn, Belinda; Zaehle, S; DeKauwe, Martin G.; Walker, Anthony P.; Dietze, Michael; Hanson, Paul J.; Hickler, Thomas; Jain, Atul; Luo, Yiqi; Parton, William; Prentice, I. Collin; Thornton, Peter E.; Wang, Shusen; Wang, Yingping; Weng, Ensheng; Iversen, Colleen M.; McCarthy, Heather R.; Warren, Jeffrey; Oren, Ram; Norby, Richard J

    2015-05-21

    Ecosystem responses to rising CO2 concentrations are a major source of uncertainty in climate change projections. Data from ecosystem-scale Free-Air CO2 Enrichment (FACE) experiments provide a unique opportunity to reduce this uncertainty. The recent FACE Model–Data Synthesis project aimed to use the information gathered in two forest FACE experiments to assess and improve land ecosystem models. A new 'assumption-centred' model intercomparison approach was used, in which participating models were evaluated against experimental data based on the ways in which they represent key ecological processes. Identifying and evaluating the main assumptions caused differences among models, and the assumption-centered approach produced a clear roadmap for reducing model uncertainty. We explain this approach and summarize the resulting research agenda. We encourage the application of this approach in other model intercomparison projects to fundamentally improve predictive understanding of the Earth system.

  17. Using Ecosystem Experiments to Improve Vegetation Models

    DOE PAGESBeta

    Medlyn, Belinda; Zaehle, S; DeKauwe, Martin G.; Walker, Anthony P.; Dietze, Michael; Hanson, Paul J.; Hickler, Thomas; Jain, Atul; Luo, Yiqi; Parton, William; et al

    2015-05-21

    Ecosystem responses to rising CO2 concentrations are a major source of uncertainty in climate change projections. Data from ecosystem-scale Free-Air CO2 Enrichment (FACE) experiments provide a unique opportunity to reduce this uncertainty. The recent FACE Model–Data Synthesis project aimed to use the information gathered in two forest FACE experiments to assess and improve land ecosystem models. A new 'assumption-centred' model intercomparison approach was used, in which participating models were evaluated against experimental data based on the ways in which they represent key ecological processes. Identifying and evaluating the main assumptions caused differences among models, and the assumption-centered approach produced amore » clear roadmap for reducing model uncertainty. We explain this approach and summarize the resulting research agenda. We encourage the application of this approach in other model intercomparison projects to fundamentally improve predictive understanding of the Earth system.« less

  18. Collaborative Graphic Rendering for Improving Visual Experience

    NASA Astrophysics Data System (ADS)

    Wu, Xiaoxin; Pei, Guodong

    Handheld devices such as UMPC, though convenient, bear weakness of size constraint for display. To mitigate such a problem and enhance user experience for owners of small devices, in this paper we design a collaborative rendering platform. When running game graphic applications at a handheld, the generated OpenGL graphic commands are intercepted and then delivered to a device with a larger display. The graphics are rendered and displayed at that device. The performance of the collaborative rendering platform is determined by graphic computing resources and network bandwidth. Analysis and simulation prove that other than providing a better display, the collaborative system can improve game experience also by increasing frame rates. In particular, at a low computing cost, a further collaboration between GPUs of collaborators can improve frame rate by eliminating the negative impact from network delay on applications that require GPU feedback.

  19. Using ecosystem experiments to improve vegetation models

    NASA Astrophysics Data System (ADS)

    Medlyn, Belinda E.; Zaehle, Sönke; de Kauwe, Martin G.; Walker, Anthony P.; Dietze, Michael C.; Hanson, Paul J.; Hickler, Thomas; Jain, Atul K.; Luo, Yiqi; Parton, William; Prentice, I. Colin; Thornton, Peter E.; Wang, Shusen; Wang, Ying-Ping; Weng, Ensheng; Iversen, Colleen M.; McCarthy, Heather R.; Warren, Jeffrey M.; Oren, Ram; Norby, Richard J.

    2015-06-01

    Ecosystem responses to rising CO2 concentrations are a major source of uncertainty in climate change projections. Data from ecosystem-scale Free-Air CO2 Enrichment (FACE) experiments provide a unique opportunity to reduce this uncertainty. The recent FACE Model-Data Synthesis project aimed to use the information gathered in two forest FACE experiments to assess and improve land ecosystem models. A new 'assumption-centred' model intercomparison approach was used, in which participating models were evaluated against experimental data based on the ways in which they represent key ecological processes. By identifying and evaluating the main assumptions causing differences among models, the assumption-centred approach produced a clear roadmap for reducing model uncertainty. Here, we explain this approach and summarize the resulting research agenda. We encourage the application of this approach in other model intercomparison projects to fundamentally improve predictive understanding of the Earth system.

  20. American Recovery and Reinvestment Act of 2009. Experiences from the Consumer Behavior Studies on Engaging Customers

    SciTech Connect

    Cappers, Peter; Scheer, Richard

    2014-09-01

    One of the most important aspects for the successful implementation of customer-facing programs is to better understand how to engage and communicate with consumers. Customer-facing programs include time-based rates, information and feedback, load management, and energy efficiency. This report presents lessons learned by utilities through consumer behavior studies (CBS) conducted as part of the Department of Energy’s (DOE) Smart Grid Investment Grant (SGIG) program. The SGIG CBS effort presents a unique opportunity to advance the understanding of consumer behaviors in terms of customer acceptance and retention, and electricity consumption and peak demand impacts. The effort includes eleven comprehensive studies with the aim of evaluating the response of residential and small commercial customers to time-based rate programs implemented in conjunction with advanced metering infrastructure and customer systems such as in-home displays, programmable communicating thermostats, and web portals. DOE set guidelines and protocols that sought to help the utilities design studies that would rigorously test and more precisely estimate the impact of time-based rates on customers’ energy usage patterns, as well as identify the key drivers that motivate behavioral changes.

  1. Quality Improvement of Business Education in Romanian Universities: The Student as Customer and Client

    ERIC Educational Resources Information Center

    Glaser-Segura, Daniel A.; Mudge, Suzanne; Bratianu, Constantin; Jianu, Ionela; Valcea, Sorin

    2007-01-01

    This study frames the quality transition of Romanian business education embracing the role of students as clients and customers. In the first part of the study, responses from ninety-four fourth-year Romanian students provided a statistically significant gap between the level of importance of business competences and their level of preparation.…

  2. Customer Relationship Management in Higher Education: Using Information Systems to Improve the Student-School Relationship

    ERIC Educational Resources Information Center

    Seeman, Elaine D.; O'Hara, Margaret

    2006-01-01

    Purpose: The purpose of this paper is to explore customer relationship management (CRM) in a higher education setting. Design/methodology/approach: The development and implementation of a CRM project in a state community college was examined as were the benefits realized by implementing CRM. As colleges increasingly embrace distance learning and…

  3. The Application of Waiting Lines System in Improving Customer Service Management: The Examination of Malaysia Fast Food Restaurants Industry

    NASA Astrophysics Data System (ADS)

    Ismail, Zurina; Shokor, Shahrul Suhaimi AB

    2016-03-01

    Rapid life time change of the Malaysian lifestyle had served the overwhelming growth in the service operation industry. On that occasion, this paper will provide the idea to improve the waiting line system (WLS) practices in Malaysia fast food chains. The study will compare the results in between the single server single phase (SSSP) and the single server multi-phase (SSMP) which providing Markovian Queuing (MQ) to be used for analysis. The new system will improve the current WLS, plus intensifying the organization performance. This new WLS were designed and tested in a real case scenario and in order to develop and implemented the new styles, it need to be focusing on the average number of customers (ANC), average number of customer spending time waiting in line (ACS), and the average time customers spend in waiting and being served (ABS). We introduced new WLS design and there will be prompt discussion upon theories of benefits and potential issues that will benefit other researchers.

  4. Improving massive experiments with threshold blocking.

    PubMed

    Higgins, Michael J; Sävje, Fredrik; Sekhon, Jasjeet S

    2016-07-01

    Inferences from randomized experiments can be improved by blocking: assigning treatment in fixed proportions within groups of similar units. However, the use of the method is limited by the difficulty in deriving these groups. Current blocking methods are restricted to special cases or run in exponential time; are not sensitive to clustering of data points; and are often heuristic, providing an unsatisfactory solution in many common instances. We present an algorithm that implements a widely applicable class of blocking-threshold blocking-that solves these problems. Given a minimum required group size and a distance metric, we study the blocking problem of minimizing the maximum distance between any two units within the same group. We prove this is a nondeterministic polynomial-time hard problem and derive an approximation algorithm that yields a blocking where the maximum distance is guaranteed to be, at most, four times the optimal value. This algorithm runs in O(n log n) time with O(n) space complexity. This makes it, to our knowledge, the first blocking method with an ensured level of performance that works in massive experiments. Whereas many commonly used algorithms form pairs of units, our algorithm constructs the groups flexibly for any chosen minimum size. This facilitates complex experiments with several treatment arms and clustered data. A simulation study demonstrates the efficiency and efficacy of the algorithm; tens of millions of units can be blocked using a desktop computer in a few minutes. PMID:27382151

  5. Improving massive experiments with threshold blocking

    PubMed Central

    Higgins, Michael J.; Sekhon, Jasjeet S.

    2016-01-01

    Inferences from randomized experiments can be improved by blocking: assigning treatment in fixed proportions within groups of similar units. However, the use of the method is limited by the difficulty in deriving these groups. Current blocking methods are restricted to special cases or run in exponential time; are not sensitive to clustering of data points; and are often heuristic, providing an unsatisfactory solution in many common instances. We present an algorithm that implements a widely applicable class of blocking—threshold blocking—that solves these problems. Given a minimum required group size and a distance metric, we study the blocking problem of minimizing the maximum distance between any two units within the same group. We prove this is a nondeterministic polynomial-time hard problem and derive an approximation algorithm that yields a blocking where the maximum distance is guaranteed to be, at most, four times the optimal value. This algorithm runs in O(n log n) time with O(n) space complexity. This makes it, to our knowledge, the first blocking method with an ensured level of performance that works in massive experiments. Whereas many commonly used algorithms form pairs of units, our algorithm constructs the groups flexibly for any chosen minimum size. This facilitates complex experiments with several treatment arms and clustered data. A simulation study demonstrates the efficiency and efficacy of the algorithm; tens of millions of units can be blocked using a desktop computer in a few minutes. PMID:27382151

  6. Customer convergence: patients, physicians, and employees share in the experience and evaluation of healthcare quality.

    PubMed

    Clark, Paul Alexander; Wolosin, Robert J; Gavran, Goran

    2006-01-01

    This article explores the interrelationships between three categories of service quality in healthcare delivery organizations: patient, employee, and physician satisfaction. Using the largest and most representative national databases available, the study compares the evaluations of hospital care by more than 2 million patients, 150,000 employees, and 40,000 physicians. The results confirm the relationship connecting employees' satisfaction and loyalty to their patients' satisfaction and loyalty. Patients' satisfaction and loyalty were also strongly associated with medical staff physicians' evaluations of overall satisfaction and loyalty to the hospital. Similarly, hospital employees' satisfaction and loyalty were related to the medical staff physicians' satisfaction with and loyalty to the hospital. Based upon the strength of the interrelationships, individual measures and subscales can serve as leverage points for improving linked outcomes. Patients, physicians, and employees, the three co-creators of health, agree on the evaluation of the quality of that service experience. The results demonstrate that promoting patient-centeredness, enhancing medical staff relations, and improving the satisfaction and loyalty of employees are not necessarily three separate activities in competition for hospital resources and marketing leadership attention. PMID:18681200

  7. QIE10: a new front-end custom integrated circuit for high-rate experiments

    NASA Astrophysics Data System (ADS)

    Baumbaugh, A.; Dal Monte, L.; Drake, G.; Freeman, J.; Hare, D.; Hernandez Rojas, H.; Hughes, E.; Los, S.; Mendez Mendez, D.; Proudfoot, J.; Shaw, T.; Tully, C.; Vidal, R.; Whitmore, J.; Zimmerman, T.

    2014-01-01

    We present results on a new version of the QIE (Charge Integrator and Encoder), a custom Application Specific Integrated Circuit (ASIC) designed at Fermilab. Developed specifically for the measurement of charge from photo-detectors in high-rate environments, this most recent addition to the QIE family features 3 fC sensitivity, 17-bits of dynamic range with logarithmic response, a Time-to-Digital Converter (TDC) with sub-nanosecond resolution, and internal charge injection. The device is capable of dead-timeless operation at 40 MHz, making it ideal for calorimetry at the Large hadron Collider (LHC). We present bench measurements and integration studies that characterize the performance, radiation tolerance measurements, and plans for deployment in the Atlas and CMS detectors as part of the Phase 1 and Phase 2 upgrades.

  8. Experience and Operational Improvements, Mixer Pump Performance

    SciTech Connect

    Erian, Fadel F.; Mullen, O Dennis; Kellogg, Michael I.

    2002-03-20

    Millions of gallons of radioactive waste are stored in large underground tanks at DOE sites. The waste is made up of settled solids, in sludge form, at the bottom of the tank and a layer of supernatant liquid on top of it. It is necessary to mix the solids in the sludge layer with the supernatant liquid to facilitate their removal from the storage tanks for remediation. Our goal is to improve the mobilization of the settled solids by optimizing mixing with the supernatant liquid and preserving the mobility of the solids. This report investigates whether time-phase separation between pump head oscillations affects overall sludge mobilization. If a mixing jet from one pump happens to follow temporarily the path of the lead mixing jet, it may be possible to prevent or slow down the resettling of the heavy solid particles, maintaining them in suspension. If a retrieval pump were operating at the same time, it could facilitate removal of such particles. Preliminary experiments were carried out to observe whether time-phase separation has some influence on the overall mobilization. A brief account is presented of the successful mobilization and removal of most of the radioactive waste from Tank D8-2 at the West Valley Demonstration Project using time-phase separation techniques.

  9. Manage customer-centric innovation--systematically.

    PubMed

    Selden, Larry; MacMillan, Ian C

    2006-04-01

    No matter how hard companies try, their approaches to innovation often don't grow the top line in the sustained, profitable way investors expect. For many companies, there's a huge difference between what's in their business plans and the market's expectations for growth (as reflected in firms' share prices, market capitalizations, and P/E ratios). This growth gap springs from the fact that companies are pouring money into their insular R&D labs instead of working to understand what the customer wants and using that understanding to drive innovation. As a result, even companies that spend the most on R&D remain starved for both customer innovation and market-capitalization growth. In this article, the authors spell out a systematic approach to innovation that continuously fuels sustained, profitable growth. They call this approach customer-centric innovation, or CCI. At the heart of CCI is a rigorous customer R&D process that helps companies to continually improve their understanding of who their customers are and what they need. By so doing, they consistently create or improve their customer value proposition. Customer R&D also focuses on better ways of communicating value propositions and delivering the complete experience to real customers. Since so much of the learning about customers and so much of the experimentation with different segmentations, value propositions, and delivery mechanisms involve the people who regularly deal with customers, it is absolutely essential for frontline employees to be at the center of the CCI process. Simply put, customer R&D propels the innovation effort away from headquarters and the traditional R&D lab out to those closest to the customer. Using the example of the luggage manufacturer Tumi, the authors provide a step-by-step approach for achieving true customer-centric innovation. PMID:16579418

  10. 3 CFR 13571 - Executive Order 13571 of April 27, 2011. Streamlining Service Delivery and Improving Customer...

    Code of Federal Regulations, 2012 CFR

    2012-01-01

    ...-service options accessed by the Internet or mobile phone and improved processes that deliver services... service channels (such as online, phone, in-person, and mail services); (e) streamlining agency...

  11. Enhancing and Customizing Laboratory Information Systems to Improve/Enhance Pathologist Workflow.

    PubMed

    Hartman, Douglas J

    2016-03-01

    Optimizing pathologist workflow can be difficult because it is affected by many variables. Surgical pathologists must complete many tasks that culminate in a final pathology report. Several software systems can be used to enhance/improve pathologist workflow. These include voice recognition software, pre-sign-out quality assurance, image utilization, and computerized provider order entry. Recent changes in the diagnostic coding and the more prominent role of centralized electronic health records represent potential areas for increased ways to enhance/improve the workflow for surgical pathologists. Additional unforeseen changes to the pathologist workflow may accompany the introduction of whole-slide imaging technology to the routine diagnostic work. PMID:26851662

  12. Statistics, Structures & Satisfied Customers: Using Web Log Data to Improve Site Performance.

    ERIC Educational Resources Information Center

    Peacock, Darren

    This paper explores some of the ways in which the National Museum of Australia is using Web analysis tools to shape its future directions in the delivery of online services. In particular, it explores the potential of quantitative analysis, based on Web server log data, to convert these ephemeral traces of user experience into a strategic…

  13. Missing Link: Integrated Individual Leadership Development, Employee Engagement, and Customer Value-Added Improvement

    ERIC Educational Resources Information Center

    Heldenbrand, Lois; Simms, Michael S.

    2012-01-01

    Long-term care is a key public issue that affects all of us in some way at some time of our lives. Nowhere is performance improvement and quality management more imperative. Through an 8-month field study and follow-up case study, we discuss how using an integrated approach to individual leadership development, employee engagement, and customer…

  14. Augmentation rhinoplasty with custom-made S-shape silicone implant in Asians: A 15-year experience

    PubMed Central

    Chuangsuwanich, Apirag; Lohsiriwat, Visnu

    2013-01-01

    Background: Asians have low nasal dorsum, thick skin envelope, low defined alar cartilage, low projection of nasal tip and broad alar base. Augmentation rhinoplasty with silicone prosthesis has been performed with predictable results, but unfavourable results and complications still present. This series show techniques and results from single surgeon experience. Materials and Methods: We retrospectively reviewed 548 patients chart during January 1995 to December 2009. All patients underwent custom-made S-shape implant silicone augmentation rhinoplasty operated by a single surgeon. There were three major operative steps: (1) Intra-operative S-shape implant carving; (2) pocket dissection through bilateral rim incision and (3) tension adjustment before closure. All the patients were recorded for early surgical complications and satisfaction. Results: There were 519 women and 29 men. The mean age is 25.5 years (18-56 years). Mean follow-up period was 6 months (1-60 months). The majority of patient were appointed for esthetic augmentation (86.8%). 515 cases (94.9%) showed well satisfaction following the operation. The total complication rate was 6.5% (4.9% deviation, 0.7% extrusion, 0.5% hematoma and 0.3% infection). All the complications were corrected with uneventful sequelae. Conclusion: Augmentation rhinoplasty with custom-made S-shape silicone implant by closed approach provides high satisfaction with acceptable early complication rate. PMID:24459345

  15. Improving the accuracy of Weyl-Heisenberg wavelet and symmetrized Gaussian representations using customized phase-space-region operators.

    PubMed

    Lombardini, Richard; Poirier, Bill

    2006-09-01

    A particular basis set method developed by one of the authors, involving maximally localized orthogonal Weyl-Heisenberg wavelets (or "weylets") and a phase space truncation scheme, has been successfully applied to exact quantum calculations for many degrees of freedom (DOF's) [B. Poirier and A. Salam, J. Chem. Phys. 121, 1740 (2004)]. However, limitations in accuracy arise in the many-DOF case, owing to memory limits on conventional computers. This paper addresses this accuracy limitation by introducing phase space region operators (PSRO's) that customize individual weylet basis functions for the problem of interest. The construction of the PSRO's is straightforward, and does not require a priori knowledge of the desired eigenstates. The PSRO, when applied to weylets, as well as to simple phase space Gaussian basis functions, exhibits remarkable improvements in accuracy, reducing computed eigenvalue errors by orders of magnitude. The method is applied to various model systems at varying DOF's. PMID:17025784

  16. Patients' satisfaction: customer relationship management as a new opportunity for quality improvement in thoracic surgery.

    PubMed

    Rocco, Gaetano; Brunelli, Alessandro

    2012-11-01

    Clinical and nonclinical indicators of performance are meant to provide the surgeon with tools to identify weaknesses to be improved. The World Health Organization's Performance Evaluation Systems represent a multidimensional approach to quality measurement based on several categories made of different indicators. Indicators for patient satisfaction may include overall perceived quality, accessibility, humanization and patient involvement, communication, and trust in health care providers. Patient satisfaction is included among nonclinical indicators of performance in thoracic surgery and is increasingly recognized as one of the outcome measures for delivered quality of care. PMID:23084619

  17. Management of periprosthetic joint infection after total hip arthroplasty using a custom made articulating spacer (CUMARS); the Exeter experience.

    PubMed

    Tsung, Jason D; Rohrsheim, James A L; Whitehouse, Sarah L; Wilson, Matthew J; Howell, Jonathan R

    2014-09-01

    Periprosthetic joint infection (PJI) after THA is a major complication with an incidence of 1%-3%. We report our experiences with a technique using a custom-made articulating spacer (CUMARS) at the first of two-stage treatment for PJI. This technique uses widely available all-polyethylene acetabular components and the Exeter Universal stem, fixed using antibiotic loaded acrylic cement. Seventy-six hips were treated for PJI using this technique. Performed as the first of a two-stage procedure, good functional results were commonly seen, leading to postponing second stage indefinitely with retention of the CUMARS prosthesis in 34 patients. The CUMARS technique presents an alternative to conventional spacers, using readily available components that are well tolerated, allowing weight bearing and mobility, and achieving comparable eradication rates. PMID:24851790

  18. Lessons Learnt from the Improvement of Customer Support Processes: A Case Study on Incident Management

    NASA Astrophysics Data System (ADS)

    Jäntti, Marko

    IT Infrastructure Library (ITIL) is the most widely used IT service management framework that provides guidelines how to create, manage and support IT services. Service support processes, such as incident management and problem management, are among the first ITIL processes that organizations start to implement. However, several challenges may exist in the process implementation. The research question of this study is: which issues are important in establishing an ITIL-based incident management process? The main contribution of this paper is to present lessons learnt from an ITIL-based process improvement project that focused on establishing an incident management process in an IS department of a university hospital. Our results show that key issues in implementing incident management are to 1) define the basic concepts of incident management with concrete examples and 2) define process interfaces between incident management and other support processes.

  19. MxCuBE: a synchrotron beamline control environment customized for macromolecular crystallography experiments

    PubMed Central

    Gabadinho, José; Beteva, Antonia; Guijarro, Matias; Rey-Bakaikoa, Vicente; Spruce, Darren; Bowler, Matthew W.; Brockhauser, Sandor; Flot, David; Gordon, Elspeth J.; Hall, David R.; Lavault, Bernard; McCarthy, Andrew A.; McCarthy, Joanne; Mitchell, Edward; Monaco, Stéphanie; Mueller-Dieckmann, Christoph; Nurizzo, Didier; Ravelli, Raimond B. G.; Thibault, Xavier; Walsh, Martin A.; Leonard, Gordon A.; McSweeney, Sean M.

    2010-01-01

    The design and features of a beamline control software system for macromolecular crystallography (MX) experiments developed at the European Synchrotron Radiation Facility (ESRF) are described. This system, MxCuBE, allows users to easily and simply interact with beamline hardware components and provides automated routines for common tasks in the operation of a synchrotron beamline dedicated to experiments in MX. Additional functionality is provided through intuitive interfaces that enable the assessment of the diffraction characteristics of samples, experiment planning, automatic data collection and the on-line collection and analysis of X-ray emission spectra. The software can be run in a tandem client-server mode that allows for remote control and relevant experimental parameters and results are automatically logged in a relational database, ISPyB. MxCuBE is modular, flexible and extensible and is currently deployed on eight macromolecular crystallography beamlines at the ESRF. Additionally, the software is installed at MAX-lab beamline I911-3 and at BESSY beamline BL14.1. PMID:20724792

  20. The Study on the Preferences of Customer Personal Values with Chinese Culture Background in Services

    NASA Astrophysics Data System (ADS)

    Li, Yi; Zhao, Hong; Yang, Yue

    Customer personal values are the important factors which affect customer behaviors, and they guide and decide the customer's attitudes and behaviors on the products or the services. The paper thinks there are only several important customer personal values to guide customer's decisions, and these values will have -strong cultural differences. This study focuses on discussing the preferences of customer personal values with Chinese culture background when customers consume service and analyzes on the customer preferences of customer personal values with the deep interview method. After interviewing 16 responders with the semi-structured questionnaires, the study finds out some interesting results: (1) Some customers have recognized the existent of customer personal values, even though customer perceived values still have the strong influences on customer behaviors. (2) As they pursue to high quality lives, customers enjoy the lives in easy and pleasure way and care about the safe of the family. Quick response, simple and professional services contribute to enhance the experiences of easy and pleasure lives. (3) Non-rational consumers need the respect from the staff and the companies seriously. In comparison, the rational customers care less about the respect. (4) The sociable requirements have become a common consuming psychology of the customers. More and more customers try to gain the friends by consuming some services. (5) The preferences of customer personal values have a close relationship with the Chinese culture, such as collective values, family conception and "face" culture. The results benefit for service companies improving service brands and service quality.

  1. Improving human welfare through appropriate technology: government responsibility, citizen duty or customer choice.

    PubMed

    Bell, M; Franceys, R

    1995-05-01

    This paper explores recent attempts to improve the effectiveness of environmental health programmes and projects by reference to the International Drinking Water Supply and Sanitation Decade (1980-1990) and beyond. Reference is made to how water and sanitation as technical interventions have drawn upon the natural sciences, notably concepts of race and sex, and the social sciences including culture and gender, for their authority and legitimacy. A new and apparently progressive movement, the Water Decade sought to challenge the powerful and enduring high tech image of development on which much western environmental and social transformations have been based. Beginning as a critique of modernism with a commitment to basic needs as human rights, it was driven by a recognition that sophisticated technology could not satisfy human health needs. Alternative technologies would, by contrast, cater for a more extensive and varied market and would promote participatory approaches to service delivery. The paper demonstrates how, during the course of the Decade, sections of the aid community began to redefine basic needs as commodities involving the efficient marketing and delivery of a product with minimal state intervention. Within a shifting international political and economic context, it examines the changing role of the expert and the links being forged between large donors, non-governmental organisations and the private sector. The significance of this reformulated progressivism for the development debate is then considered, notably in relation to concepts of citizenship, consumer choice and the role of the state. PMID:7610424

  2. Analysis of Customer Loyalty through Total Quality Service, Customer Relationship Management and Customer Satisfaction

    ERIC Educational Resources Information Center

    Binsar Kristian P., Feliks Anggia; Panjaitan, Hotman

    2014-01-01

    This research talks about total quality service and customer relationship management effects toward customer satisfaction and its impact on customer loyalty. Fast food restaurant KFC, always strives to continue to make improvements in total quality service, so that customer satisfaction can be maintained, which in turn will have an impact on…

  3. The Holgarth School Improvement Experience Part IV: Implementation and Documentation.

    ERIC Educational Resources Information Center

    Bitter, David; Heath, Jay; Baron, Mark

    2002-01-01

    Discusses the Holgarth Middle School, South Dakota, experience using the North Central Association (NCA) Commission on Accreditation and School Improvement (CASI) Performance accreditation framework and school improvement process. Presents findings of peer review and describes implementation phase. (NB)

  4. Just Imagine...Improving the Band Experience.

    ERIC Educational Resources Information Center

    Zerull, David S.

    1992-01-01

    Discusses the use of imagination as a tool to improve students' musicianship. Suggests that imagery can be used to teach intonation, tone color, sight-reading, and expression. Describes active listening in which the students must use musical memory and participate in musical expression to produce a certain sound that may be difficult to describe.…

  5. CT Lesion Model-Based Structural Allografts: Custom Fabrication and Clinical Experience

    PubMed Central

    Brune, Jan Claas; Hesselbarth, Uwe; Seifert, Philipp; Nowack, Dimitri; von Versen, Rüdiger; Smith, Mark David; Seifert, Dirk

    2012-01-01

    Summary Background Patients requiring knee and hip revision arthroplasty often present with difficult anatomical situations that limit options for surgery. Customised mega-implants may be one of few remaining treatment options. However, extensive damage to residual bone stock may also be present, and in such cases even customised prosthetics may be difficult to implant. Small quantities of lost bone can be replaced with standard allografts or autologous bone. Larger defects may require structural macro-allografts, sometimes in combination with implants (allograft-prosthesis composites). Methods Herein, we describe a process for manufacturing lesion-specific large structural allografts according to a 3D, full-scale, lithographically generated defect model. These macro-allografts deliver the volume and the mechanical stability necessary for certain complex revisions. They are patient-and implant-matched, negate some requirements for additional implants and biomaterials and save time in the operating theatre by eliminating the requirement for intra-operative sizing and shaping of standard allografts. Conclusion While a robust data set from long-term follow-up of patients receiving customised macro-allografts is not yet available, initial clinical experience and results suggest that lesion-matched macro-allografts can be an important component of revision joint surgery. PMID:23800856

  6. ImERSE (Improving Experience through Regular Shadowing Events)

    PubMed Central

    Calvert, William; Minford, Joanne; Platt, Carol; Chatfield, Catriona

    2015-01-01

    Systematic operational quality improvement strategies within the NHS are hard to find, although there are numerous published reports of sporadic departmental models and methods resulting in improvements in clinical care. We describe the experience of devising a tool to provide large data collection of patient care experiences by using medical students to shadow patient journeys. This combines patient and family centred care (PFCC) and quality improvement approaches to create a systematic organisational strategy for improving care. The ImERSE (improving experience through regular shadowing events) approach could be applied to any area of health care to generate population specific improvement priorities. It can be used to promote patient and family centred care and provide a unique medical education experience. We describe its evolution in its first year of use and suggest that using the ImERSE approach delivers beneficial characteristics to patients and their families, those undergoing a shadowing experience, and provider organisations. PMID:26734410

  7. On Improving the Experiment Methodology in Pedagogical Research

    ERIC Educational Resources Information Center

    Horakova, Tereza; Houska, Milan

    2014-01-01

    The paper shows how the methodology for a pedagogical experiment can be improved through including the pre-research stage. If the experiment has the form of a test procedure, an improvement of methodology can be achieved using for example the methods of statistical and didactic analysis of tests which are traditionally used in other areas, i.e.…

  8. Improving the User Experience of Finding and Visualizing Oceanographic Data

    NASA Astrophysics Data System (ADS)

    Rauch, S.; Allison, M. D.; Groman, R. C.; Chandler, C. L.; Galvarino, C.; Gegg, S. R.; Kinkade, D.; Shepherd, A.; Wiebe, P. H.; Glover, D. M.

    2013-12-01

    users to construct their own custom searches by applying multiple filters. New filtering and visualization tools are continually being added to the BCO-DMO system as new data types are encountered and as we receive feedback from our data contributors and users. As our system becomes more complex, teaching users about the many interactive features becomes increasingly important. Tutorials and videos are made available online. Recent in-person classroom-style tutorials have proven useful for both demonstrating our system to users and for obtaining feedback to further improve the user experience. References: [1] University of Minnesota. MapServer: Open source web mapping. http://www.mapserver.org [2] OpenLayers: Free Maps for the Web. http://www.openlayers.org [3] Sencha. ExtJS. http://www.sencha.com/products/extjs [4] MySQL. http://www.mysql.com/ [5] Maffei, A. R., Rozell, E. A., West, P., Zednik, S., and Fox, P. A. 2011. Open Standards and Technologies in the S2S Framework. Abstract IN31A-1435 presented at American Geophysical Union 2011 Fall Meeting, San Francisco, CA, 7 December 2011.

  9. AutoMOPS--B2B and B2C in mask making: mask manufacturing performance and customer satisfaction improvement through better information flow management

    NASA Astrophysics Data System (ADS)

    de Ridder, Luc; Filies, Olaf; Rodriguez, Ben; Kuijken, Aart

    2001-04-01

    Through application of modern supply chain concepts in combination with state-of-the-art information technology, mask manufacturing performance and customer satisfaction can be improved radically. The AutoMOPS solution emphasizes on the elimination of the order verification through paperless, electronically linked information sharing/exchange between chip design, mask production and prototype production stages.

  10. Implementing the Customer Contact Center: An Opportunity to Create a Valid Measurement System for Assessing and Improving a Library's Telephone Services

    ERIC Educational Resources Information Center

    Murphy, Sarah Anne; Cerqua, Judith

    2012-01-01

    A customer contact center offers academic libraries the ability to consistently improve their telephone, e-mail, and IM services. This paper discusses the establishment of a contact center and the benefits of implementing the contact center model at this institution. It then introduces a practical methodology for developing a valid measurement…

  11. The Behavior Engineering Model at Work on a Small Scale: Using Task Clarification, Self-Monitoring, and Public Posting To Improve Customer Service.

    ERIC Educational Resources Information Center

    Austin, John; Olson, Ryan; Wellisley, Julie Ann

    2001-01-01

    Explains Gilbert's Behavior Engineering Model that can enable the success of novice performance engineers by prompting appropriate front-end analysis and describes a performance improvement project conducted in the customer service department at an insurance agency. Discusses task clarification, employee self-monitoring, and public posting of…

  12. Improving customer satisfaction and quality: hospitals recognized by J.D. power and associates share insights on meeting patient and employee needs.

    PubMed

    2003-08-01

    For 35 years, J.D. Power and Associates has presented its much-coveted awards recognizing product and service quality and customer satisfaction in a variety of industries. This year, the company added a new category: hospitals. To better understand patients' reactions to their hospital experiences, the company looked at five key drivers of customer satisfaction: dignity and respect, speed and efficiency, comfort, information and communication, and emotional support. This issue looks at five hospitals recognized by the company for their service excellence and why they emphasize employee satisfaction as well as patient satisfaction. PMID:12961834

  13. Exploring Customization in Higher Education: An Experiment in Leveraging Computer Spreadsheet Technology to Deliver Highly Individualized Online Instruction to Undergraduate Business Students

    ERIC Educational Resources Information Center

    Kunzler, Jayson S.

    2012-01-01

    This dissertation describes a research study designed to explore whether customization of online instruction results in improved learning in a college business statistics course. The study involved utilizing computer spreadsheet technology to develop an intelligent tutoring system (ITS) designed to: a) collect and monitor individual real-time…

  14. Customer response to day-ahead wholesale market electricity prices: Case study of RTP program experience in New York

    SciTech Connect

    Goldman, C.; Hopper, N.; Sezgen, O.; Moezzi, M.; Bharvirkar, R.; Neenan, B.; Boisvert, R.; Cappers, P.; Pratt, D.

    2004-07-01

    There is growing interest in policies, programs and tariffs that encourage customer loads to provide demand response (DR) to help discipline wholesale electricity markets. Proposals at the retail level range from eliminating fixed rate tariffs as the default service for some or all customer groups to reinstituting utility-sponsored load management programs with market-based inducements to curtail. Alternative rate designs include time-of-use (TOU), day-ahead real-time pricing (RTP), critical peak pricing, and even pricing usage at real-time market balancing prices. Some Independent System Operators (ISOs) have implemented their own DR programs whereby load curtailment capabilities are treated as a system resource and are paid an equivalent value. The resulting load reductions from these tariffs and programs provide a variety of benefits, including limiting the ability of suppliers to increase spot and long-term market-clearing prices above competitive levels (Neenan et al., 2002; Boren stein, 2002; Ruff, 2002). Unfortunately, there is little information in the public domain to characterize and quantify how customers actually respond to these alternative dynamic pricing schemes. A few empirical studies of large customer RTP response have shown modest results for most customers, with a few very price-responsive customers providing most of the aggregate response (Herriges et al., 1993; Schwarz et al., 2002). However, these studies examined response to voluntary, two-part RTP programs implemented by utilities in states without retail competition.1 Furthermore, the researchers had limited information on customer characteristics so they were unable to identify the drivers to price response. In the absence of a compelling characterization of why customers join RTP programs and how they respond to prices, many initiatives to modernize retail electricity rates seem to be stymied.

  15. Achieving excellence--creating customer passion.

    PubMed

    Scheuing, E E

    1999-08-01

    Customers are the lifeblood of any organization. Without them, it loses its meaning and purpose. Customers provide incentive, vitality, and growth. Serving them well requires a customer-focused culture and a customer-friendly system. It also requires unrelenting effort toward continuous improvement, but the rewards are well worth the effort: unflinching customer loyalty, sustainable growth, and impressive performance. PMID:10662454

  16. Using Goals, Feedback, Reinforcement, and a Performance Matrix to Improve Customer Service in a Large Department Store

    ERIC Educational Resources Information Center

    Eikenhout, Nelson; Austin, John

    2005-01-01

    This study employed an ABAC and multiple baseline design to evaluate the effects of (B) feedback and (C) a package of feedback, goalsetting, and reinforcement (supervisor praise and an area-wide celebration as managed through a performance matrix, on a total of 14 various customer service behaviors for a total of 115 employees at a large…

  17. Improving patients' and staff's experiences of acute care.

    PubMed

    Chaplin, Rob; Crawshaw, Jacob; Hood, Chloe

    2015-03-01

    The aim of this audit was to assess the effect of the Quality Mark programme on the quality of acute care received by older patients by comparing the experiences of staff and older adults before and after the programme. Data from 31 wards in 12 acute hospitals were collected over two stages. Patients and staff completed questionnaires on the perceived quality of care on the ward. Patients rated improved experiences of nutrition, staff availability and dignity. Staff received an increase in training and reported better access to support, increased time and skill to deliver care and improved morale, leadership and teamwork. Problems remained with ward comfort and mealtimes. Overall, results indicated an improvement in ratings of care quality in most domains during Quality Mark data collection. Further audits need to explore ways of improving ward comfort and mealtime experience. PMID:25727634

  18. Driving Demand for Home Energy Improvements: Motivating residential customers to invest in comprehensive upgrades that eliminate energy waste, avoid high utility bills, and spur the economy

    SciTech Connect

    Fuller, Merrian C.

    2010-09-20

    Policy makers and program designers in the U.S. and abroad are deeply concerned with the question of how to scale up energy efficiency to a level that is commensurate both to the scale of the energy and climate challenges we face, and to the potential for energy savings that has been touted for decades. When policy makers ask what energy efficiency can do, the answers usually revolve around the technical and economic potential of energy efficiency - they rarely hone in on the element of energy demand that matters most for changing energy usage in existing homes: the consumer. A growing literature is concerned with the behavioral underpinnings of energy consumption. We examine a narrower, related subject: How can millions of Americans be persuaded to divert valued time and resources into upgrading their homes to eliminate energy waste, avoid high utility bills, and spur the economy? With hundreds of millions of public dollars flowing into incentives, workforce training, and other initiatives to support comprehensive home energy improvements, it makes sense to review the history of these programs and begin gleaning best practices for encouraging comprehensive home energy improvements. Looking across 30 years of energy efficiency programs that targeted the residential market, many of the same issues that confronted past program administrators are relevant today: How do we cost-effectively motivate customers to take action? Who can we partner with to increase program participation? How do we get residential efficiency programs to scale? While there is no proven formula - and only limited success to date with reliably motivating large numbers of Americans to invest in comprehensive home energy improvements, especially if they are being asked to pay for a majority of the improvement costs - there is a rich and varied history of experiences that new programs can draw upon. Our primary audiences are policy makers and program designers - especially those that are relatively

  19. Improvement of AMGA Python Client Library for Belle II Experiment

    NASA Astrophysics Data System (ADS)

    Kwak, Jae-Hyuck; Park, Geunchul; Huh, Taesang; Hwang, Soonwook

    2015-12-01

    This paper describes the recent improvement of the AMGA (ARDA Metadata Grid Application) python client library for the Belle II Experiment. We were drawn to the action items related to library improvement after in-depth discussions with the developer of the Belle II distributed computing system. The improvement includes client-side metadata federation support in python, DIRAC SSL library support as well as API refinement for synchronous operation. Some of the improvements have already been applied to the AMGA python client library as bundled with the Belle II distributed computing software. The recent mass Monte- Carlo (MC) production campaign shows that the AMGA python client library is reliably stable.

  20. Providing training and technical assistance to customs officers and border guards: An effective mechanism to improve export controls

    SciTech Connect

    Gritton, C.A.

    1995-12-31

    With the disintegration of the Soviet Union, an increasing international concern requiring attention is illegal trafficking in nuclear and nuclear-related dual-use commodities. For the past few years, the US government, including the Department of Energy (DOE), has assisted the former Soviet Union in establishing and enhancing national export control systems. Although US assistance has been targeted to help control approved transfers, part of the focus has shifted to prevent the illegal exit of special nuclear material, dual-use items, and other nuclear-related materials. As part of a State Department initiative, a Nonproliferation and Disarmament Fund (NDF) was established to address various nonproliferation concerns. One project, funded by NDF, US Customs Service (Customs), and the DOE, focuses on assisting transit countries to prevent illegal trafficking. DOE is providing technical expertise to seven countries in the Baltics and Central Europe to help identify materials, equipment, and technology that might transit their borders. Although there are many mechanisms to prevent illegal trafficking, this paper will discuss the importance of providing international customs officials and border guards with training and technical assistance on nuclear materials and nuclear-related dual-use items. More specifically, detail of the DOE training plan will be discussed.

  1. Improving outpatient access and patient experiences in academic ambulatory care.

    PubMed

    O'Neill, Sarah; Calderon, Sherry; Casella, Joanne; Wood, Elizabeth; Carvelli-Sheehan, Jayne; Zeidel, Mark L

    2012-02-01

    Effective scheduling of and ready access to doctor appointments affect ambulatory patient care quality, but these are often sacrificed by patients seeking care from physicians at academic medical centers. At one center, Beth Israel Deaconess Medical Center, the authors developed interventions to improve the scheduling of appointments and to reduce the access time between telephone call and first offered appointment. Improvements to scheduling included no redirection to voicemail, prompt telephone pickup, courteous service, complete registration, and effective scheduling. Reduced access time meant being offered an appointment with a physician in the appropriate specialty within three working days of the telephone call. Scheduling and access were assessed using monthly "mystery shopper" calls. Mystery shoppers collected data using standardized forms, rated the quality of service, and transcribed their interactions with schedulers. Monthly results were tabulated and discussed with clinical leaders; leaders and frontline staff then developed solutions to detected problems. Eighteen months after the beginning of the intervention (in June 2007), which is ongoing, schedulers had gone from using 60% of their registration skills to over 90%, customer service scores had risen from 2.6 to 4.9 (on a 5-point scale), and average access time had fallen from 12 days to 6 days. The program costs $50,000 per year and has been associated with a 35% increase in ambulatory volume across three years. The authors conclude that academic medical centers can markedly improve the scheduling process and access to care and that these improvements may result in increased ambulatory care volume. PMID:22193182

  2. Custom microcircuits

    NASA Technical Reports Server (NTRS)

    1991-01-01

    The goals of this program are to develop custom microcircuit technology, also known as Application Specific Integrated Circuit (ASIC) technology, for use in flight and ground programs. Supporting this effort are activities to investigate the effects of the space environment, and particularly ionizing radiation, on microcircuits and to develop a space qualification methodology. Another aspect of the program emphasizes innovative applications of custom microcircuit technology to image and signal processing and communications.

  3. Improved Kennedy-Thorndike experiment to test special relativity

    NASA Technical Reports Server (NTRS)

    Hils, Dieter; Hall, J. L.

    1990-01-01

    A modern version of the Kennedy-Thorndike experiment was carried out by searching for sidereal variations between the frequency of a laser locked to an I2 reference line and a laser locked to the resonance frequency of a highly stable cavity. No variations were found at the level of 2 x 10 to the -12th. This represents a 300-fold improvement over the original Kennedy-Thorndike experiment and allows the Lorentz transformations to be deduced entirely from experiment at an accuracy level of 70 ppm.

  4. Surgical results of cranioplasty with a polymethylmethacrylate customized cranial implant in pediatric patients: a single-center experience.

    PubMed

    Fiaschi, Pietro; Pavanello, Marco; Imperato, Alessia; Dallolio, Villiam; Accogli, Andrea; Capra, Valeria; Consales, Alessandro; Cama, Armando; Piatelli, Gianluca

    2016-06-01

    OBJECTIVE Cranioplasty is a reconstructive procedure used to restore skull anatomy and repair skull defects. Optimal skull reconstruction is a challenge for neurosurgeons, and the strategy used to achieve the best result remains a topic of debate, especially in pediatric patients for whom the continuing skull growth makes the choice of material more difficult. When the native bone flap, which is universally accepted as the preferred option in pediatric patients, is unavailable, the authors' choice of prosthetic material is a polymethylmethacrylate (PMMA) implant designed using a custom-made technique. In this paper the authors present the results of their clinical series of 12 custom-made PMMA implants in pediatric patients. METHODS A retrospective study of the patients who had undergone cranioplasty at Gaslini Children's Hospital between 2006 and 2013 was conducted. A total of 12 consecutive cranioplasties in 12 patients was reviewed, in which a patient-specific PMMA implant was manufactured using a virtual 3D model and then transformed into a physical model using selective laser sintering or 3D printing. All patients or parents were administered a questionnaire to assess how the patient/parent judged the aesthetic result. RESULTS Patient age at craniectomy ranged from 5 months to 12.5 years, with a mean age of 84.33 months at cranioplasty. The mean extension of the custom-made plastic was 56.83 cm(2). The mean time between craniectomy and cranioplasty was 9.25 months. The mean follow-up duration was 55.7 months. No major complications were recorded; 3 patients experienced minor/moderate complications (prosthesis dislocation, granuloma formation, and fluid collection). CONCLUSIONS In this patient series, PMMA resulted in an extremely low complication rate and the custom-made technique was associated with an excellent grade of patient or parent satisfaction on long-term follow up. PMID:26824593

  5. Parents of Adolescents with Mental Disorders: Improving Their Caregiving Experience

    ERIC Educational Resources Information Center

    Gatta, Michela; Zotto, Lara Dal; Nequinio, Giulia; Col, Lara Del; Sorgato, Rosaria; Ceranto, Giovanni; Testa, Costantino Paolo; Pertile, Riccardo; Battistella, Pier Antonio

    2011-01-01

    Several studies have demonstrated that the family members of adolescents with mental diseases experience distress, anxiety and depression, as well as economic strain, all of which contribute to physical and psychological caregiver morbidity. The aim of this study was to assess the effectiveness of intervention to improve the caregiving experience…

  6. PILOT SCALE EXPERIMENTS TO IMPROVE PERFORMANCE OF ELECTROSTATIC PRECIPITATORS

    EPA Science Inventory

    The paper describes pilot plant experience with techniques with a potential for improving the performance of electrostatic precipitators (ESPs) by using a novel rapping reentrainment collector and flexible steel cable (in place of solid large-diameter discharge electrodes) for bo...

  7. Improving Resolution in Fast Rotating-Frame Experiments

    NASA Astrophysics Data System (ADS)

    Casanova, F.; Robert, H.; Pusiol, D.

    2001-07-01

    The rapid rotating-frame technique allows significant reduction in data-acquisition time compared with the two-dimensional method by stroboscopic observation of the nuclear magnetization during its evolution in the rotating frame. A onefold reduction in the dimensionality of the original rotating-frame experiment is achieved by using a train of strong radiofrequency pulses separated by short acquisition windows. The penalty for shortening experimental time is a reduction in spectral resolution compared with the two-dimensional method due to relaxation of transverse magnetization components during the observation windows. A variant of the rapid-rotating frame technique for improving spectral resolution based on undersampling and self-phase encoding is presented. An M-fold resolution improvement requires M experiments, thus, making possible a tradeoff between spectral resolution and experimental time. The technique was applied for spatial localization of quadrupole nuclei in powder solids, and resolution improvement is demonstrated on one- and two-dimensional NQR images.

  8. Hedging customers.

    PubMed

    Dhar, Ravi; Glazer, Rashi

    2003-05-01

    You are a marketing director with $5 million to invest in customer acquisition and retention. Which customers do you acquire, and which do you retain? Up to a point, the choice is obvious: Keep the consistent big spenders and lose the erratic small ones. But what about the erratic big spenders and the consistent small ones? It's often unclear whether you should acquire or retain them and at what cost. Businesses have begun dealing with unpredictable customer behavior by following the practices of sophisticated investors who own portfolios comprising dozens of stocks with different, indeed divergent, histories and prospects. Each portfolio is diversified so as to produce the investor's desired returns at the particular level of uncertainty he or she can tolerate. Customers, too, are assets--risky assets. As with stocks, the cost of acquiring them is supposed to reflect the cash-flow values they are likely to generate. The authors explain how to construct a portfolio based on the notion that a customer's risk-adjusted lifetime value depends on its anticipated effect on the riskiness of the group it is joining. They also show how this approach was used to identify the best prospects for Myron Corporation, a global leader in the personalized business-gift industry. The concept of risk-adjusted lifetime value has a transforming power: For companies that rely on it, product managers will be replaced by customer managers, and the current method of accounting for profit and loss--which is by product--will be replaced by one that determines each customer's P&L. Once adjusted for risk, those P&Ls will become the firm's key performance and operational metric. PMID:12747165

  9. Customer Loyalty and Customer Relationship Management

    NASA Astrophysics Data System (ADS)

    Zhang, Pengwei; Li, Min; Jiao, Xiaojing; Zhou, Ruijin

    The contemporary company attaches great importance to marketing relationship and customer relations is the core of this relationship. Further, customer satisfaction and loyalty is the core of the customer relationship management. Sometimes, high customer satisfaction causes low profit because enterprises do not realize that strengthening the loyalty of the aimed customer is the key of customer relationship management.

  10. A Medical Reasoning Program That Improves with Experience

    PubMed Central

    Koton, Phyllis

    1988-01-01

    A physician's problem-solving performance improves with experience. The performance of most medical expert systems does not. I have developed a diagnosis program for coronary disease that improves its performance by remembering and learning from cases that it has already solved. The program diagnoses commonly-seen problems efficiently by recalling similar, previous cases and adapting their solutions through simple modifications. When it lacks experience in solving a particular type of problem, the program resorts to reasoning from a physiological model, then remembers the solution for future use. The program can produce solutions identical to those derived by a model-based expert system for the same domain, but with an increase of two orders of magnitude in efficiency. The method described is independent of the particular domain and should be generally applicable.

  11. Do information, price, or morals influence ethical consumption? A natural field experiment and customer survey on the purchase of Fair Trade coffee.

    PubMed

    Andorfer, Veronika A; Liebe, Ulf

    2015-07-01

    We address ethical consumption using a natural field experiment on the actual purchase of Fair Trade (FT) coffee in three supermarkets in Germany. Based on a quasi-experimental before-and-after design the effects of three different treatments - information, 20% price reduction, and a moral appeal - are analyzed. Sales data cover actual ethical purchase behavior and avoid problems of social desirability. But they offer only limited insights into the motivations of individual consumers. We therefore complemented the field experiment with a customer survey that allows us to contrast observed (ethical) buying behavior with self-reported FT consumption. Results from the experiment suggest that only the price reduction had the expected positive and statistically significant effect on FT consumption. PMID:26004466

  12. [Use of customer relationship management to improve healthcare for citizens. The 24h Andalusian Health Service: Healthline].

    PubMed

    Quero, Manuel; Ramos, María Belén; López, Wilfredo; Cubillas, Juan José; González, José María; Castillo, José Luis

    2016-01-01

    Salud Responde (in English: Healthline) is a Health Service and Information Centre of the taxpayer-funded Andalusian Health System (AHS) that offers a Telephone Health Advisory Service called SA24h, among other services. The main objective of SA24h is to inform and advise citizens on health issues and the available health resources of the AHS. SA24h has a Customer Relationship Management information technology tool that organises information at various levels of specialization. Depending on the difficulty of the query, the citizen is attended by professionals with distinct profiles, providing a consensual response within the professionals working within Salud Responde or within other healthcare levels of the AHS. SA24h provided responses to 757,168 patient queries from late 2008 to the end of 01/12/2015. A total of 9.38% of the consultations were resolved by the non-health professionals working at Salud Responde. The remaining 84.07% were resolved by health staff. A total of 6.5% of users were referred to accident and emergency facilities while 88.77% did not need to attend their general practitioner within the next 24hours, thus avoiding unnecessary visits to health care facilities. PMID:26900101

  13. Routine clinical mutation profiling using next generation sequencing and a customized gene panel improves diagnostic precision in myeloid neoplasms.

    PubMed

    Bartels, Stephan; Schipper, Elisa; Hasemeier, Britta; Kreipe, Hans; Lehmann, Ulrich

    2016-05-24

    Microscopic examination of myelodysplastic syndromes (MDS) and myelodysplastic-myeloproliferative neoplasms (MDS/MPN) may be challenging because morphological features can overlap with those of reactive states. Demonstration of clonal hematopoiesis provides a diagnostic clue and has become possible by comprehensive mutation profiling of a number of frequently mutated genes, some of them with large coding regions.To emphasize the potential benefit of NGS in hematopathology we present sequencing results from routinely processed formalin-fixed and paraffin-embedded (FFPE) bone marrow trephines (n = 192). A customized amplicon-based gene panel including 23 genes frequently mutated in myeloid neoplasms was established and implemented. Thereby, 629,691 reads per sample (range 179,847-1,460,412) and a mean coverage of 2,702 (range 707-6,327) could be obtained, which are sufficient for comprehensive mutational profiling. Seven samples failed in sequencing (3.6%). In 185 samples we found in total 269 pathogenic variants (mean 1.4 variants per patient, range 0-5), 125 Patients exhibit at least one pathogenic mutation (67.6%). Variants show allele frequencies ranging from 6.7% up to 95.7%. Most frequently mutated genes were TET2 (28.7%), SRSF2 (19.5%), ASXL1 (8.6%) and U2AF1 (8.1%). The mutation profiling increases the diagnostic precision and adds prognostic information. PMID:27029036

  14. Customer satisfaction in the emergency department.

    PubMed

    Worthington, Kelly

    2004-02-01

    Patient satisfaction is not merely a "smile and be nice" set of behaviors. It is a philosophy that is founded in the concept that the patient's experience of care is important and ultimately translates into their actual response to care. The improved response to care that patients exhibit makes patient satisfaction important from a clinical vantage point. That point alone is enough to justify implementation of and commitment to a customer satisfaction program. There are, however, other compelling reasons also. Customer satisfaction has profound ramifications for the financial status of the institution and for its professional reputation in the community. The caregivers who participate in a system of good customer satisfaction experience fewer malpractice suits than their counterparts. And they enjoy a work environment that is more stable and pleasant than other institutions. The implementation of a meaningful customer service program is a huge task. It is a fundamental culture change that requires vision, long-term commitment, and constant surveillance. The single most critical factor in the successful implementation of a program that produces all the gains that it promises is leadership. Leadership must set the stage, create the atmosphere,demand that staff meet expectations, reward success, provide an example,and shape the new culture. Without strong, clear leadership, any customer service initiative will be simply a hospital-wide exercise, and those staff members who harbor a cynical viewpoint will be proved right in the end.One major difference between a successful customer service initiative and an unsuccessful one is the level of sincerity the hospital and its staff have about the care they express for their patients. If the whole process is merely an exercise to improve scores, the success will be limited and without deep roots. If the push is to establish an atmosphere of genuine care and interest for patients, however, the results are more meaningful

  15. What is a free customer worth? Armchair calculations of nonpaying customers' value can lead to flawed strategies.

    PubMed

    Gupta, Sunil; Mela, Carl F

    2008-11-01

    Free customers who are subsidized by paying customers are essential to a vast array of businesses, such as media companies, employment services, and even IT providers. But because they generate revenue only indirectly, figuring out the true value of those customers--and how much attention to devote them--has always been a challenge. Traditional customer-valuation models don't help; they focus exclusively on paying customers and largely ignore network effects, or how customers help draw other customers to a business. Now a new model, devised by professors Gupta, of Harvard Business School, and Mela, of Fuqua School of Business, takes into account not only direct network effects (where buyers attract more buyers or sellers more sellers) but also indirect network effects (where buyers attract more sellers or vice versa) . The model calculates the precise long-term impact of each additional free customer on a company's profits, factoring in the degree to which he or she brings in other customers--whether free or paying--and the ripple effect of those customers. The model helped an online auction house make several critical decisions. The business made its money on fees charged to sellers but recognized that its free customers--its buyers--were valuable, too. As competition heated up, the company worried that it wasn't wooing enough buyers. Using the model, the business discovered that the network effects of buyers were indeed large and that those customers were worth over $1,000 each--much more than had been assumed. Armed with that information, the firm increased its research on buyers, invested more in targeting them with ads, and improved their experience. The model also helped the company identify the effects of various pricing strategies on sellers, showing that they became less price-sensitive over time. As a result, the company raised the fees it charged them as well. PMID:19009724

  16. Children Undergoing Radiotherapy: Swedish Parents' Experiences and Suggestions for Improvement.

    PubMed

    Ångström-Brännström, Charlotte; Engvall, Gunn; Mullaney, Tara; Nilsson, Kristina; Wickart-Johansson, Gun; Svärd, Anna-Maja; Nyholm, Tufve; Lindh, Jack; Lindh, Viveca

    2015-01-01

    Approximately 300 children, from 0 to 18 years old, are diagnosed with cancer in Sweden every year. Of these children, 80-90 of them undergo radiotherapy treatment for their cancer. Although radiotherapy is an encounter with advanced technology, few studies have investigated the child's and the parent's view of the procedure. As part of an ongoing multicenter study aimed to improve patient preparation and the care environment in pediatric radiotherapy, this article reports the findings from interviews with parents at baseline. The aim of the present study was twofold: to describe parents' experience when their child undergoes radiotherapy treatment, and to report parents' suggestions for improvements during radiotherapy for their children. Sixteen mothers and sixteen fathers of children between 2-16 years old with various cancer diagnoses were interviewed. Data were analyzed using content analysis. The findings showed that cancer and treatment turns people's lives upside down, affecting the entire family. Further, the parents experience the child's suffering and must cope with intense feelings. Radiotherapy treatment includes preparation by skilled and empathetic staff. The parents gradually find that they can deal with the process; and lastly, parents have suggestions for improvements during the radiotherapy treatment. An overarching theme emerged: that despair gradually turns to a sense of security, with a sustained focus on and close interaction with the child. In conclusion, an extreme burden was experienced around the start of radiotherapy, though parents gradually coped with the process. PMID:26509449

  17. Microwave frequency modulation for improving polarization transfer in DNP experiments

    NASA Astrophysics Data System (ADS)

    Guy, Mallory; Ramanathan, Chandrasekhar

    Dynamic nuclear polarization (DNP) is a driven process that transfers the inherently high electron polarization to surrounding nuclear spins via microwave irradiation at or near the electron Larmor frequency. In a typical DNP experiment, the amplitude and frequency of the applied microwaves are constant. However, by adding time dependence in the form of frequency modulation, the electron excitation bandwidth is increased, thereby increasing the number of electron spins active in the polarization transfer process and improving overall efficiency. Both triangular and sinusoidal modulation show a 3 fold improvement over monochromatic irradiation. In the present study, we compare the nuclear spin polarization after DNP experiments with no modulation of the applied microwaves, triangular and sinusoidal modulation, and modulation schemes derived from the sample's ESR spectrum. We characterize the polarization as a function of the modulation amplitude and frequency and compare the optimal results from each modulation scheme. Working at a field of 3.34 T and at a temperature of 4 K, we show that by using a modulation scheme tailored to the electronic environment of the sample, polarization transfer is improved over other modulation schemes. Small-scale simulations of the spin system are developed to gain further insight into the dynamics of this driven open system. This understanding could enable the design of modulation schemes to achieve even higher polarization transfer efficiencies. With support from NSF (CHE-1410504) and by NIH (U19-A1091173).

  18. Children Undergoing Radiotherapy: Swedish Parents’ Experiences and Suggestions for Improvement

    PubMed Central

    Mullaney, Tara; Nilsson, Kristina; Wickart-Johansson, Gun; Svärd, Anna-Maja; Nyholm, Tufve; Lindh, Jack; Lindh, Viveca

    2015-01-01

    Approximately 300 children, from 0 to 18 years old, are diagnosed with cancer in Sweden every year. Of these children, 80–90 of them undergo radiotherapy treatment for their cancer. Although radiotherapy is an encounter with advanced technology, few studies have investigated the child’s and the parent’s view of the procedure. As part of an ongoing multicenter study aimed to improve patient preparation and the care environment in pediatric radiotherapy, this article reports the findings from interviews with parents at baseline. The aim of the present study was twofold: to describe parents’ experience when their child undergoes radiotherapy treatment, and to report parents’ suggestions for improvements during radiotherapy for their children. Sixteen mothers and sixteen fathers of children between 2–16 years old with various cancer diagnoses were interviewed. Data were analyzed using content analysis. The findings showed that cancer and treatment turns people’s lives upside down, affecting the entire family. Further, the parents experience the child’s suffering and must cope with intense feelings. Radiotherapy treatment includes preparation by skilled and empathetic staff. The parents gradually find that they can deal with the process; and lastly, parents have suggestions for improvements during the radiotherapy treatment. An overarching theme emerged: that despair gradually turns to a sense of security, with a sustained focus on and close interaction with the child. In conclusion, an extreme burden was experienced around the start of radiotherapy, though parents gradually coped with the process. PMID:26509449

  19. Pathways to Improve Student Pharmacists’ Experience in Research

    PubMed Central

    McClendon, Katie S.; Bell, Allison M.; Ellis, Ashley; Adcock, Kim G.; Hogan, Shirley; Ross, Leigh Ann

    2015-01-01

    Objective. To describe the implementation of a student research program and to provide outcomes from the initial 4 years’ experience. Design. Students conducted individual research projects in a 4-year longitudinal program (known as Pathway), with faculty member advising and peer mentoring. A prospective assessment compared perceptions of those who completed the Pathway program with those of students who did not. Descriptive statistics, t tests, and analysis of variance (ANOVA) were used. Assessment. The class of 2013 was the first to complete the Pathway program. In the Pathway assessment project, 59% (n=47) of students who responded reached self-set goals. Pathway students agreed that this research experience improved their ability to work/think independently, evaluate literature, and distinguish themselves from other students. Conclusion. The Pathway program helped students understand the research process and reach other self-set goals. PMID:26089567

  20. Improving Patients Experience in Peadiatric Emergency Waiting Room.

    PubMed

    Ehrler, Frederic; Siebert, Johan; Wipfli, Rolf; Duret, Cyrille; Gervaix, Alain; Lovis, Christian

    2016-01-01

    When visiting the emergency department, the perception of the time spent in the waiting room before the beginning of the care, may influence patients' experience. Based on models of service evaluation, highlighting the importance of informing people about their waiting process and their place in the queue, we have developed an innovative information screen aiming at improving perception of time by patients. Following an iterative process, a group of experts including computer scientists, ergonomists and caregivers designed a solution adapted to the pediatric context. The solution includes a screen displaying five lanes representing triage levels. Patients are represented by individual avatars, drawn sequentially in the appropriate line. The interface has been designed using gamification principle, aiming at increasing acceptance, lowering learning curve and improving satisfaction. Questionnaire based evaluation results revealed high satisfaction from the 278 respondents even if the informative content was not always completely clear. PMID:27332258

  1. DASHBOARDS & CONTROL CHARTS EXPERIENCES IN IMPROVING SAFETY AT HANFORD WASHINGTON

    SciTech Connect

    PREVETTE, S.S.

    2006-02-27

    The aim of this paper is to demonstrate the integration of safety methodology, quality tools, leadership, and teamwork at Hanford and their significant positive impact on safe performance of work. Dashboards, Leading Indicators, Control charts, Pareto Charts, Dr. W. Edward Deming's Red Bead Experiment, and Dr. Deming's System of Profound Knowledge have been the principal tools and theory of an integrated management system. Coupled with involved leadership and teamwork, they have led to significant improvements in worker safety and protection, and environmental restoration at one of the nation's largest nuclear cleanup sites.

  2. Considerations about Z-scan sensitivity improvement: theory versus experiments

    NASA Astrophysics Data System (ADS)

    Godin, T.; Fromager, M.; Päivänranta, B.; Passilly, N.; Boudebs, G.; Cagniot, E.; Ait-Ameur, K.

    2009-06-01

    This paper reports an experimental demonstration of the improvement of the Z-scan technique’s sensitivity. It is shown that this sensitivity can be multiplied by a factor equal to almost 400 with the help of simple binary diffractive elements. Such a possibility was actually predicted theoretically in one of our previous papers. In this study, the interpretation is investigated in a wider context taking into account the definition of the signal normalisation as introduced by Z-scan and the well-known eclipsing Z-scan (EZ-scan) experiments. In particular, advantages and drawbacks are compared, by looking at the normalised or the unnormalised aperture transmission.

  3. Performance excellence: using Lean Six Sigma tools to improve the US Army behavioral health surveillance process, boost team morale, and maximize value to customers and stakeholders.

    PubMed

    Watkins, Eren Youmans; Kemeter, Dave M; Spiess, Anita; Corrigan, Elizabeth; Kateley, Keri; Wills, John V; Mancha, Brent Edward; Nichols, Jerrica; Bell, Amy Millikan

    2014-01-01

    Lean Six Sigma (LSS) is a process improvement, problem-solving methodology used in business and manufacturing to improve the speed, quality, and cost of products. LSS can also be used to improve knowledge-based products integral to public health surveillance. An LSS project by the Behavioral Social Health Outcomes Program of the Army Institute of Public Health reduced the number of labor hours spent producing the routine surveillance of suicidal behavior publication. At baseline, the total number of labor hours was 448; after project completion, total labor hours were 199. Based on customer feedback, publication production was reduced from quarterly to annually. Process improvements enhanced group morale and established best practices in the form of standard operating procedures and business rules to ensure solutions are sustained. LSS project participation also fostered a change in the conceptualization of tasks and projects. These results demonstrate that LSS can be used to inform the public health process and should be considered a viable method of improving knowledge-based products and processes. PMID:25074608

  4. Voice of the customer: Customer satisfaction measurement results, recommendations and action plans

    SciTech Connect

    Schriber, J.B.; Feniger, E.

    1994-11-01

    Southern California Edison has instituted a new business plan in 1991 for its Customer Solutions Department. One of the goals is to increase customer satisfaction through the measurement and continuous enhancement of value in each major customer segment. One of many tactics employed to implement this strategy was the establishment of a customer satisfaction measurement program and a customer satisfaction implementation program. The measurement of customer satisfaction baselines and development of feedback systems focuses on business lines with a high volume of customer transactions: customer communication centers, local/front offices, field services/meter readers, energy efficiency services and the electric distribution system design function. The customer satisfaction surveys are administered to approximately 10,000 customers annually. Using the results of the customer satisfaction baseline measurements, more than 200 employees formed teams to identify and implement more than 225 action items aimed at improving customer satisfaction. These strategies remain in place for 1994 and beyond.

  5. Predictive Systems for Customer Interactions

    NASA Astrophysics Data System (ADS)

    Vijayaraghavan, Ravi; Albert, Sam; Singh, Vinod Kumar; Kannan, Pallipuram V.

    With the coming of age of web as a mainstream customer service channel, B2C companies have invested substantial resources in enhancing their web presence. Today customers can interact with a company, not only through the traditional phone channel but also through chat, email, SMS or web self-service. Each of these channels is best suited for some services and ill-matched for others. Customer service organizations today struggle with the challenge of delivering seamlessly integrated services through these different channels. This paper will evaluate some of the key challenges in multi-channel customer service. It will address the challenge of creating the right channel mix i.e. providing the right choice of channels for a given customer/behavior/issue profile. It will also provide strategies for optimizing the performance of a given channel in creating the right customer experience.

  6. Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-server exchange.

    PubMed

    Susskind, Alex M; Kacmar, K Michele; Borchgrevink, Carl P

    2003-02-01

    The authors proposed and tested a model describing the relationship between customer service providers' perceptions and attitudes toward their service-related duties and their customers' perceptions of satisfaction with their service experiences. Results indicated that the perception of having standards for service delivery in an organization is strongly related to line-level employees' perceptions of support from coworkers and supervisors. Perceived support from coworkers was significantly related to service providers' customer orientation, whereas perceived support from supervisors showed a weaker relationship to a customer orientation. Ultimately, service providers' customer orientation was strongly related to customers' satisfaction with service. Finally, a set of post hoc analyses indicated that coworker and supervisory support explained a greater proportion of incremental variance in the model than did perceived organizational support alone. PMID:12675405

  7. Review theories and experiments of improving HPM window breakdown thresholds

    NASA Astrophysics Data System (ADS)

    Chang, Chao

    2010-11-01

    Dielectric window breakdown is a seriously confronting challenge in HPM transmission and radiation. Breakdown at the vacuum/dielectric interface is triggered by multipactor and finally realized by plasma avalanche in the ambient desorbed or evaporated gas layer above the dielectric [1-4]. The methods of improving breakdown thresholds become key issues of HPM system. We review the main theoretical and experimental progress, and then, we further survey the mechanisms of multipactor suppression of the periodic rectangular [5] and triangular surface profiles [6-8] by dynamic analysis and particle-in-cell simulations, and the demonstration of improving HPM thresholds by proof-of-principle experiments and multi-GW experiments. We also synthesize the theory of using magnetic field [9] to suppress multipactor.[4pt] [1] C. Chang, et al., POP 15, 093508, 2008.[0pt] [2] C. Chang, et al., POP 16, 033505, 2009.[0pt] [3] C. Chang, et al., POP 16, 053506, 2009.[0pt] [4] C. Chang, et al., POP 17, 053301, 2010.[0pt] [5] C. Chang, et al., JAP 105, 123305, 2009.[0pt] [6] C. Chang, et al., POP 16, 083501, 2009.[0pt] [7] C. Chang, et al., LPB 28, 185, 2010.[0pt] [8] C. Chang, et al., PIER 101,157, 2010.[0pt] [9] C. Chang, et al., APL 96, 111502, 2010.

  8. A Quality Function Deployment Analysis of Customer Needs for Meeting School Improvement Goals: The Voice of the School Principal.

    ERIC Educational Resources Information Center

    Kushner, Susan N.; And Others

    In providing leadership for school improvement teams, principals must employ group communication and decision-making skills. In this study, a planning procedure called Quality Function Deployment (QFD) was modified for use with school-based administrators. Teams of school leaders used QFD to generate the top priority needs of school customers…

  9. Image accuracy improvements in microwave tomographic thermometry: phantom experience.

    PubMed

    Meaney, P M; Paulsen, K D; Fanning, M W; Li, D; Fang, Q

    2003-01-01

    Evaluation of a laboratory-scale microwave imaging system for non-invasive temperature monitoring has previously been reported with good results in terms of both spatial and temperature resolution. However, a new formulation of the reconstruction algorithm in terms of the log-magnitude and phase of the electric fields has dramatically improved the ability of the system to track the temperature-dependent electrical conductivity distribution. This algorithmic enhancement was originally implemented as a way of improving overall imaging capability in cases of large, high contrast permittivity scatterers, but has also proved to be sensitive to subtle conductivity changes as required in thermal imaging. Additional refinements in the regularization procedure have strengthened the reliability and robustness of image convergence. Imaging experiments were performed for a single heated target consisting of a 5.1 cm diameter PVC tube located within 15 and 25 cm diameter monopole antenna arrays, respectively. The performance of both log-magnitude/phase and complex-valued reconstructions when subjected to four different regularization schemes has been compared based on this experimental data. The results demonstrate a significant accuracy improvement (to 0.2 degrees C as compared with 1.6 degrees C for the previously published approach) in tracking thermal changes in phantoms where electrical properties vary linearly with temperature over a range relevant to hyperthermia cancer therapy. PMID:12944168

  10. Customer's self-audit to improve the technical quality of maternity care in Tabriz: a community trial.

    PubMed

    Gholipour, K; Tabrizi, J S; Asghari-Jafarabadi, M; Iezadi, S; Farshbaf, N; Rahbar-Farzam, F; Afsharniya, F

    2016-05-01

    Pregnant women have a major role to play in assessing and improving their own quality of care. This study in Tabriz, Islamic Republic of Iran, aimed to assess the effectiveness of an intervention for pregnant women-based on education and support groups and involvement in quality assessment activities-in order to improve the technical quality of public maternity care at public health centres. The intervention phase began in September 2011 and lasted 8 months. The outcome measure was health-care providers' degree of adherence to the Iranian maternity care standards. An intervention group of 92 pregnant women from 10 health centres was compared with a control group of 93 pregnant women from 11 centres. Logistic regression analysis showed that the self-assessed technical quality of maternity care received by the women was significantly better in the intervention that the control group for several of the standards concerning clinical examinations, maternal education and vitamin and mineral supplements. PMID:27553397

  11. Retaining and attracting large customers in a competitive market

    SciTech Connect

    Solger, S.

    1996-12-31

    This paper describes marketing and customer satisfaction in the electric power industry and the experiences of Wal-Mart stores. Customer service, reliability, working relationships, and customer knowledge are discussed.

  12. Radiation-curing of acrylate composites including carbon fibres: A customized surface modification for improving mechanical performances

    NASA Astrophysics Data System (ADS)

    Martin, Arnaud; Pietras-Ozga, Dorota; Ponsaud, Philippe; Kowandy, Christelle; Barczak, Mariusz; Defoort, Brigitte; Coqueret, Xavier

    2014-12-01

    The lower transverse mechanical properties of radiation-cured acrylate-based composites reinforced with carbon-fibre with respect to the thermosettable analogues was investigated from the viewpoint of chemical interactions at the interface between the matrix and the carbon material. XPS analysis of representative commercial carbon fibres revealed the presence of a significant amount of chemical functions potentially exerting an adverse effect on the initiation and propagation of the free radical polymerization initiated under high energy radiation. The EB-induced polymerization of n-butyl acrylate as a simple model monomer was conducted in the presence of various aromatic additives exhibiting a strong inhibiting effect, whereas thiols efficiently sensitize the initiation mechanism and undergo transfer reactions. A method based on the surface modification of sized fibres by thiomalic acid is proposed for overcoming the localized inhibition phenomenon and for improving the mechanical properties of the resulting acrylate-based composites.

  13. Improvements in the CHERS system for DT experiments on TFTR

    SciTech Connect

    Bush, C.E.; Bell, R.; Synakowski, E.J.

    1995-03-01

    Improvements in the charge exchange recombination spectroscopy (CHERS) system have resulted in accurate measurements of T{sub i} and V{sub {phi}} profiles during DT experiments. These include moving the spectrometer detector array and electronics farther away from the tokamak to a low neutron flux location. This relocation has also improved access to all components of the system. Also, a nonplasma-viewing calibration fiber system was added to monitor the change in fiber transmission due to the high flux DT neutrons. Narrowband filtered light transmitted through the calibration fiber is now used as a reference for the VO measurement. At the highest neutron flux of {approximately} 2.5 {times} 10{sup 18} neutrons/see (fusion power {approximately} 6.2 MW) a modest 5% decrease in fiber transmission was observed. Corrections for transmission loss are made and T{sub i} (r,t) and absolute V{sub phi} (r,t) profiles are automatically calculated within four minutes of every shot.

  14. Improved LHCD simulation model and implication for future experiments

    NASA Astrophysics Data System (ADS)

    Shiraiwa, S.; Wallace, G.; Baek, S.; Bonoli, P.; Faust, I.; Parker, R.; Labombard, B.; White, A.; Wukitch, S.

    2015-11-01

    The simulation model for LHCD using the raytracing/FokkerPlanck (GENRAY/CQL3D) code has been improved. Including realistic 2D SOL profiles resolves the discrepancy previously observed at high density (ne > 1 ×1020m-3). Impact of nonlinear interaction in front of the launcher is investigated. It is shown that the distortion of launch n| | spectrum is rather small (up to 10% of injected power). These simulation results suggest that improvement of current drive observed on Alcator C-Mod is indeed caused by realizing preferable SOL plasma profiles. Implication of these results to future experiments will be discussed. In order to minimize edge parasitic losses, realizing high single pass absorption and reducing prompt losses in front of launcher are both crucial. The advantage of LH launch from low field side (LFS) and high field side (HFS) is compared in this regards. A compact LH launcher suitable to test LH wave launch from HFS on a small scale device is designed and its plasma coupling characteristic will be presented. This work was performed on the Alcator C-Mod tokamak, a DoE Office of Science user facility, and is supported by USDoE awards DE-FC02-99ER54512 and DE-AC02-09CH11466.

  15. Improving Phase Measurement Procedures for Pump-Probe Experiments

    SciTech Connect

    Perkins, Cara P.; /Merrimack Coll. /SLAC

    2011-06-22

    Pump-probe experiments use a visible laser to excite an atom or molecule, while an X-ray pulse measures its shape. The phases and pulse times of each beam are used to calculate the object's positing at a given time - a moving picture of the chemical reaction. Currently, the fastest X-ray pulses can travel a time-length of five femtoseconds. However, present-day phase measurements can only be done as quickly as 50 femtoseconds. The purpose of this research is to explore ways in which phase-timing measurements can be improved. Three experiments are undergone to find the key factors in phase-timing. Different frequency mixers, the radio frequency (RF) components used for phase measurement, are tested for the highest sensitivity. These same mixers are then tested using two different power splitters for the lowest noise-to-sensitivity ratio. Lastly, the temperature dependency of phase is explored by testing each component at a range of temperatures to see how the phase is affected. This research demonstrated that certain mixers were more sensitive than others; on average, one mixer performed the best with a sensitivity of 0.0230 V/ps. The results also showed that same mixer combined with one splitter gave the best noise-to-sensitivity ratio overall with an average of 6.95E-04 fs/{radical}(Hz). All the components tested exhibited a temperature-dependent phase change (ranging from 1.69 to 81.6 fs/{sup o}C); the same mixer that performed at the highest sensitivity with the least noise had a significantly greater phase change than the other two. In conclusion, the experiments showed that a temperature-controlled environment is most appropriate for phase measurement. They also demonstrated that mixers are not significantly noisy and that certain types of mixers may perform better than others, which could be accounted for in their construction. The results of this research encourage further investigation into the study of different mixers and other RF components used in pump

  16. Quantity Versus Quality: A Survey Experiment to Improve the Network Scale-up Method.

    PubMed

    Feehan, Dennis M; Umubyeyi, Aline; Mahy, Mary; Hladik, Wolfgang; Salganik, Matthew J

    2016-04-15

    The network scale-up method is a promising technique that uses sampled social network data to estimate the sizes of epidemiologically important hidden populations, such as sex workers and people who inject illicit drugs. Although previous scale-up research has focused exclusively on networks of acquaintances, we show that the type of personal network about which survey respondents are asked to report is a potentially crucial parameter that researchers are free to vary. This generalization leads to a method that is more flexible and potentially more accurate. In 2011, we conducted a large, nationally representative survey experiment in Rwanda that randomized respondents to report about one of 2 different personal networks. Our results showed that asking respondents for less information can, somewhat surprisingly, produce more accurate size estimates. We also estimated the sizes of 4 key populations at risk for human immunodeficiency virus infection in Rwanda. Our estimates were higher than earlier estimates from Rwanda but lower than international benchmarks. Finally, in this article we develop a new sensitivity analysis framework and use it to assess the possible biases in our estimates. Our design can be customized and extended for other settings, enabling researchers to continue to improve the network scale-up method. PMID:27015875

  17. Quantity Versus Quality: A Survey Experiment to Improve the Network Scale-up Method

    PubMed Central

    Feehan, Dennis M.; Umubyeyi, Aline; Mahy, Mary; Hladik, Wolfgang; Salganik, Matthew J.

    2016-01-01

    The network scale-up method is a promising technique that uses sampled social network data to estimate the sizes of epidemiologically important hidden populations, such as sex workers and people who inject illicit drugs. Although previous scale-up research has focused exclusively on networks of acquaintances, we show that the type of personal network about which survey respondents are asked to report is a potentially crucial parameter that researchers are free to vary. This generalization leads to a method that is more flexible and potentially more accurate. In 2011, we conducted a large, nationally representative survey experiment in Rwanda that randomized respondents to report about one of 2 different personal networks. Our results showed that asking respondents for less information can, somewhat surprisingly, produce more accurate size estimates. We also estimated the sizes of 4 key populations at risk for human immunodeficiency virus infection in Rwanda. Our estimates were higher than earlier estimates from Rwanda but lower than international benchmarks. Finally, in this article we develop a new sensitivity analysis framework and use it to assess the possible biases in our estimates. Our design can be customized and extended for other settings, enabling researchers to continue to improve the network scale-up method. PMID:27015875

  18. Beyond the Rhetoric: A Framework for Evaluating Improvements to the Student Experience

    ERIC Educational Resources Information Center

    Baird, Jeanette; Gordon, George

    2009-01-01

    A framework is described to assist institutions in evaluating the extent to which activities described as "quality improvements" or "quality enhancements" are likely to directly improve the student experience. The framework classifies ways of improving the student experience into "coaching improvements", "umpiring improvements", and "facilities…

  19. Partnership with the customer

    NASA Technical Reports Server (NTRS)

    Trachta, Gregory S.

    1992-01-01

    This discussion will recount some historical observations about establishing partnerships with the customer. It suggests that such partnerships are established as the natural evolutionary product of a continuous improvement culture. Those are warm, ethereal terms about a topic that some people think already suffers from an excess of hot air. We will focus on some real-world activities and workplace artifacts to show there are substantive concepts behind the TQM buzzwords.

  20. The experience factory: Can it make you a 5? or what is its relationship to other quality and improvement concepts?

    NASA Technical Reports Server (NTRS)

    Basili, Victor R.

    1992-01-01

    The concepts of quality improvements have permeated many businesses. It is clear that the nineties will be the quality era for software and there is a growing need to develop or adapt quality improvement approaches to the software business. Thus we must understand software as an artifact and software as a business. Since the business we are dealing with is software, we must understand the nature of software and software development. The software discipline is evolutionary and experimental; it is a laboratory science. Software is development not production. The technologies of the discipline are human based. There is a lack of models that allow us to reason about the process and the product. All software is not the same; process is a variable, goals are variable, etc. Packaged, reusable, experiences require additional resources in the form of organization, processes, people, etc. There have been a variety of organizational frameworks proposed to improve quality for various businesses. The ones discussed in this presentation include: Plan-Do-Check-Act, a quality improvement process based upon a feedback cycle for optimizing a single process model/production line; the Experience Factory/Quality Improvement Paradigm, continuous improvements through the experimentation, packaging, and reuse of experiences based upon a business's needs; Total Quality Management, a management approach to long term success through customer satisfaction based on the participation of all members of an organization; the SEI capability maturity model, a staged process improvement based upon assessment with regard to a set of key process areas until you reach a level 5 which represents a continuous process improvement; and Lean (software) Development, a principle supporting the concentration of the production on 'value added' activities and the elimination of reduction of 'not value added' activities.

  1. Improving Remedial Planning Performance: The Rattlesnake Creek Experience

    SciTech Connect

    Rieman, C.R.; Spector, H.L.; Andrews, S.M.; Durham, L. A.; Johnson, R. L.; Racino, R. R.

    2006-07-01

    The U.S. Army Corps of Engineers (USACE), Buffalo District, has responsibility for characterizing and remediating radiologically contaminated properties under the Formerly Utilized Sites Remedial Action Program (FUSRAP). Most of these FUSRAP sites include radionuclide contamination in soils where excavation and offsite disposal is the selected remedial action. For many FUSRAP soil remediation projects completed to date, the excavated contaminated soil volumes have significantly exceeded the pre-excavation volume estimates that were developed for project planning purposes. The exceedances are often attributed to limited and sparse datasets that are used to calculate the initial volume estimates. These volume exceedances complicate project budgeting and planning. Building on these experiences, the USACE took a different approach in the remediation of Rattlesnake Creek, located adjacent to the Ashland 2 site, in Tonawanda, New York. This approach included a more extensive pre-design data collection effort to improve and reduce the uncertainty in the pre-excavation volume estimates, in addition to formalizing final status survey data collection strategies prior to excavation. The final status survey sampling was fully integrated with the pre-design data collection, allowing dual use of the pre-design data that was collected (i.e., using the data to close out areas where contamination was not found, and feeding the data into volume estimates when contamination was encountered). The use of real-time measurement techniques (e.g., X-ray fluorescence [XRF] and gamma walkover surveys) during pre-excavation data collection allowed the USACE to identify and respond to unexpected contamination by allocating additional data collection to characterizing new areas of concern. The final result was an estimated soil volume and excavation footprint with a firm technical foundation and a reduction in uncertainty. However, even with extensive pre-design data collection, additional

  2. Performance Improvements to the Lidar Atmospheric Sensing Experiment (LASE)

    NASA Technical Reports Server (NTRS)

    Edwards, W. C.; Petway, L. P.; Antill, C. W., Jr.

    1998-01-01

    Lidar Atmospheric Sensing Experiment (LASE) is the first fully-engineered, modular, tunable, autonomous Differential Absorption Lidar (DIAL) system for the remote measurement of water vapor, aerosols and clouds across the troposphere. It was designed, built and environmentally tested at LARC. LASE was designed to fly aboard a NASA/Ames ER-2 aircraft (NASA's high altitude aircraft) and operate at altitudes from 58,000 to 70,000 feet. Since its first flight on May 11, 1994, it has flown 28 total missions on board the ER-2. LASE has been validated with results showing an accuracy better than the initial requirement for vertical profiles of water vapor in the troposphere. LASE can also deploy on several other aircraft including the NASA P-3 and will fly aboard the NASA DC-8 during the Convection And Moisture EXperiment (CAMEX) in July-September 1998. The tunable laser system of LASE was designed to operate in a double-pulse mode at 5Hz, with energy outputs of up to 15OmJ per pulse in the 813 to 819nm wavelength region and with 99% of the output energy within a spectral interval of 1.06 pm. Sixteen wavelengths were selected to cover the various water vapor absorption cross sections needed for the DIAL measurement. The Ti:Sapphire laser was constructed using a frequency-doubled Nd:YAG laser as the pump source and a single mode diode laser as a injection seeder for the Ti:Al2O3 laser. We have improved the LASE instrument in several important ways. Improvements to the seed source have demonstrated that DFB laser diodes can be used as reliable seed sources on airborne DIAL instruments. The DFB diode has enabled LASE to gather more data and significantly reduced the maintenance required to insure that the system performance requirements are met. The multiwavelength sequential seeding technique is the current method of data collection for LASE. It has the advantages of providing an entire atmospheric coverage of H2O(v) from the ground to the aircraft altitude along a single

  3. COUNTERCURRENT FLOW LIMITATION EXPERIMENTS AND MODELING FOR IMPROVED REACTOR SAFETY

    SciTech Connect

    Vierow, Karen

    2008-09-26

    This project is investigating countercurrent flow and “flooding” phenomena in light water reactor systems to improve reactor safety of current and future reactors. To better understand the occurrence of flooding in the surge line geometry of a PWR, two experimental programs were performed. In the first, a test facility with an acrylic test section provided visual data on flooding for air-water systems in large diameter tubes. This test section also allowed for development of techniques to form an annular liquid film along the inner surface of the “surge line” and other techniques which would be difficult to verify in an opaque test section. Based on experiences in the air-water testing and the improved understanding of flooding phenomena, two series of tests were conducted in a large-diameter, stainless steel test section. Air-water test results and steam-water test results were directly compared to note the effect of condensation. Results indicate that, as for smaller diameter tubes, the flooding phenomena is predominantly driven by the hydrodynamics. Tests with the test sections inclined were attempted but the annular film was easily disrupted. A theoretical model for steam venting from inclined tubes is proposed herein and validated against air-water data. Empirical correlations were proposed for air-water and steam-water data. Methods for developing analytical models of the air-water and steam-water systems are discussed, as is the applicability of the current data to the surge line conditions. This report documents the project results from July 1, 2005 through June 30, 2008.

  4. Emotional experience improves with age: evidence based on over 10 years of experience sampling.

    PubMed

    Carstensen, Laura L; Turan, Bulent; Scheibe, Susanne; Ram, Nilam; Ersner-Hershfield, Hal; Samanez-Larkin, Gregory R; Brooks, Kathryn P; Nesselroade, John R

    2011-03-01

    Recent evidence suggests that emotional well-being improves from early adulthood to old age. This study used experience-sampling to examine the developmental course of emotional experience in a representative sample of adults spanning early to very late adulthood. Participants (N = 184, Wave 1; N = 191, Wave 2; N = 178, Wave 3) reported their emotional states at five randomly selected times each day for a one week period. Using a measurement burst design, the one-week sampling procedure was repeated five and then ten years later. Cross-sectional and growth curve analyses indicate that aging is associated with more positive overall emotional well-being, with greater emotional stability and with more complexity (as evidenced by greater co-occurrence of positive and negative emotions). These findings remained robust after accounting for other variables that may be related to emotional experience (personality, verbal fluency, physical health, and demographic variables). Finally, emotional experience predicted mortality; controlling for age, sex, and ethnicity, individuals who experienced relatively more positive than negative emotions in everyday life were more likely to have survived over a 13 year period. Findings are discussed in the theoretical context of socioemotional selectivity theory. PMID:20973600

  5. Emotional Experience Improves With Age: Evidence Based on Over 10 Years of Experience Sampling

    PubMed Central

    Carstensen, Laura L.; Turan, Bulent; Scheibe, Susanne; Ram, Nilam; Ersner-Hershfield, Hal; Samanez-Larkin, Gregory R.; Brooks, Kathryn P.; Nesselroade, John R.

    2012-01-01

    Recent evidence suggests that emotional well-being improves from early adulthood to old age. This study used experience-sampling to examine the developmental course of emotional experience in a representative sample of adults spanning early to very late adulthood. Participants (N = 184, Wave 1; N = 191, Wave 2; N = 178, Wave 3) reported their emotional states at five randomly selected times each day for a one week period. Using a measurement burst design, the one-week sampling procedure was repeated five and then ten years later. Cross-sectional and growth curve analyses indicate that aging is associated with more positive overall emotional well-being, with greater emotional stability and with more complexity (as evidenced by greater co-occurrence of positive and negative emotions). These findings remained robust after accounting for other variables that may be related to emotional experience (personality, verbal fluency, physical health, and demographic variables). Finally, emotional experience predicted mortality; controlling for age, sex, and ethnicity, individuals who experienced relatively more positive than negative emotions in everyday life were more likely to have survived over a 13 year period. Findings are discussed in the theoretical context of socioemotional selectivity theory. PMID:20973600

  6. Custom controls

    NASA Astrophysics Data System (ADS)

    Butell, Bart

    1996-02-01

    Microsoft's Visual Basic (VB) and Borland's Delphi provide an extremely robust programming environment for delivering multimedia solutions for interactive kiosks, games and titles. Their object oriented use of standard and custom controls enable a user to build extremely powerful applications. A multipurpose, database enabled programming environment that can provide an event driven interface functions as a multimedia kernel. This kernel can provide a variety of authoring solutions (e.g. a timeline based model similar to Macromedia Director or a node authoring model similar to Icon Author). At the heart of the kernel is a set of low level multimedia components providing object oriented interfaces for graphics, audio, video and imaging. Data preparation tools (e.g., layout, palette and Sprite Editors) could be built to manage the media database. The flexible interface for VB allows the construction of an infinite number of user models. The proliferation of these models within a popular, easy to use environment will allow the vast developer segment of 'producer' types to bring their ideas to the market. This is the key to building exciting, content rich multimedia solutions. Microsoft's VB and Borland's Delphi environments combined with multimedia components enable these possibilities.

  7. Electrolysis Performance Improvement Concept Study (EPICS) Flight Experiment-Reflight

    NASA Technical Reports Server (NTRS)

    Schubert, F. H.

    1997-01-01

    The Electrolysis Performance Improvement Concept Study (EPICS) is a flight experiment to demonstrate and validate in a microgravity environment the Static Feed Electrolyzer (SFE) concept which was selected for the use aboard the International Space Station (ISS) for oxygen (O2) generation. It also is to investigate the impact of microgravity on electrochemical cell performance. Electrochemical cells are important to the space program because they provide an efficient means of generating O2 and hydrogen (H2) in space. Oxygen and H2 are essential not only for the survival of humans in space but also for the efficient and economical operation of various space systems. Electrochemical cells can reduce the mass, volume and logistical penalties associated with resupply and storage by generating and/or consuming these gases in space. An initial flight of the EPICS was conducted aboard STS-69 from September 7 to 8, 1995. A temperature sensor characteristics shift and a missing line of software code resulted in only partial success of this initial flight. Based on the review and recommendations of a National Aeronautics and Space Administration (NASA) Johnson Space Center (JSC) review team a reflight activity was initiated to obtain the remaining desired results, not achieved during the initial flight.

  8. Talking about Customer Service.

    ERIC Educational Resources Information Center

    Talley, Mary; Axelroth, Joan

    2001-01-01

    Discusses customer service in information centers and how to define it. Topics include the effects of competition, that give customers more choices; defining customers, and defining services; communications; physical environment; change, in customers and in technology; measuring customer service; and evaluating policies and procedures. (LRW)

  9. Technology Supported Cognitive Apprenticeship Transforms the Student Teaching Field Experience: Improving the Student Teaching Field Experience for All Triad Members

    ERIC Educational Resources Information Center

    Alger, Christianna; Kopcha, Theodore J.

    2011-01-01

    Despite issues of fragmentation, isolation, and disconnection from the university associated with the student teaching field experience, the field experience plays a critical role in teacher education. In this article, the authors provide an overview of eSupervision, a technology-based innovation to improve the student teaching field experience by…

  10. Evaluation of a BSW Research Experience: Improving Student Research Competency

    ERIC Educational Resources Information Center

    Whipple, Ellen E.; Hughes, Anne; Bowden, Susan

    2015-01-01

    This article examines the experience of 24 BSW students in a faculty-mentored undergraduate research experience (URE) over the course of 1 academic year. In particular, we sought to better understand students' self-perceived sense of competency across 15 specific research skills. In addition, we examined the URE's impact on students' knowledge…

  11. How Healthcare Can Refocus on Its Super-Customers (Patients, n =1) and Customers (Doctors and Nurses) by Leveraging Lessons from Amazon, Uber, and Watson.

    PubMed

    Kolker, Evelyne; Özdemir, Vural; Kolker, Eugene

    2016-06-01

    Healthcare is transforming with data-intensive omics technologies and Big Data. The "revolution" has already happened in technology, but the bottlenecks have shifted to the social domain: Who can be empowered by Big Data? Who are the users and customers? In this review and innovation field analysis, we introduce the idea of a "super-customer" versus "customer" and relate both to 21st century healthcare. A "super-customer" in healthcare is the patient, sample size of n = 1, while "customers" are the providers of healthcare (e.g., doctors and nurses). The super-customers have been patients, enabled by unprecedented social practices, such as the ability to track one's physical activities, personal genomics, patient advocacy for greater autonomy, and self-governance, to name but a few. In contrast, the originally intended customers-providers, doctors, and nurses-have relatively lagged behind. With patients as super-customers, there are valuable lessons to be learned from industry examples, such as Amazon and Uber. To offer superior quality service, healthcare organizations have to refocus on the needs, pains, and aspirations of their super-customers by enabling the customers. We propose a strategic solution to this end: the PPT-DAM (People-Process-Technology empowered by Data, Analytics, and Metrics) approach. When applied together with the classic Experiment-Execute-Evaluate iterative methodology, we suggest PPT-DAM is an extremely powerful approach to deliver quality health services to super-customers and customers. As an example, we describe the PPT-DAM implementation by the Benchmarking Improvement Program at the Seattle Children's Hospital. Finally, we forecast that cognitive systems in general and IBM Watson in particular, if properly implemented, can bring transformative and sustainable capabilities in healthcare far beyond the current ones. PMID:27310474

  12. POTENTIAL AQUATIC COMMUNITY IMPROVEMENT THROUGH A MULTIDISCIPLINARY STORMWATER MANAGEMENT EXPERIMENT

    EPA Science Inventory

    Small-scale urban stream restoration efforts (e.g., riparian planting and in-stream habitat structures) often fail to improve ecological structure and function due the continuous hydrologic and chemical disturbances posed by impervious surfaces upstream. Decentralized stormwater...

  13. Experiential Fidelity: Leveraging the Mind to Improve the VR Experience

    NASA Astrophysics Data System (ADS)

    Beckhaus, Steffi; Lindeman, Robert W.

    Much of Virtual Reality (VR) is about creating environments that are believable. But though the visual and audio experiences we provide today are already of a rather high sensory fidelity, there is still something lacking; something hinders us from fully buying into the worlds we experience through VR technology. We introduce the notion of Experiential Fidelity, which is an attempt to create a deeper sense of presence by carefully designing the user experience. We suggest to guide the users' frame of mind in a way that their expectations, attitude, and attention are aligned with the actual VR experience, and that the user's own imagination is stimulated to complete the experience. This work was inspired by a collection of personal magic moments and factors that were named by leading researchers in VR. We present those magic moments and some thoughts on how we can tap into experiential fidelity. We propose to do this not through technological means, but rather through the careful use of suggestion and allusion. By priming the user's mind prior to exposure to our virtual worlds, we can assist her in entering a mental state that is more willing to believe, even using the limited actual fidelity available today.

  14. Improving Intercultural Education at Chinese Institutions from German Experience

    ERIC Educational Resources Information Center

    Huang, Lihe

    2015-01-01

    In this reflection paper, Lihe Huang describes his experience studying abroad in Germany as a visiting scholar. Through the well-designed introductory seminar and study tour arranged by the Alexander von Humboldt Foundation, which provided the grant for Huang's research on foreign languages teaching and intercultural education in Germany, he…

  15. An Improved Design of a Simple Tubular Reactor Experiment.

    ERIC Educational Resources Information Center

    Asfour, Abdul-Fattah A.

    1985-01-01

    Background information, procedures used, and typical results obtained are provided for an experiment which: (1) examines the effect of residence time on conversion in a tubular flow reactor; and (2) compares the experimental conversions with those obtained from plug-flow and laminar-flow reactor models. (JN)

  16. Improving Learning Experiences through Gamification: A Case Study

    ERIC Educational Resources Information Center

    Geelan, Benjamin; de Salas, Kristy; Lewis, Ian; King, Carolyn; Edwards, Dale; O'Mara, Aidan

    2015-01-01

    Gamified learning systems are becoming increasingly common within educational institutions, however there is a lack of understanding on the elements of gamification that influence, either positively or negatively, the learning experiences of students using these systems. This study examines an existing gamified learning tool implemented within an…

  17. Rethinking Library Service: Improving the User Experience with Service Blueprinting

    ERIC Educational Resources Information Center

    Pretlow, Cassi; Sobel, Karen

    2015-01-01

    Service blueprinting is a process that businesses use for analyzing and improving service. Originally presented in the Harvard Business Review in 1984, it has retained a strong following ever since. At present, it is experiencing a revival at numerous academic institutions. The authors of this article present the process of service blueprinting.…

  18. Improving the BC Transfer Experience: Feedback from Students. Research Results

    ERIC Educational Resources Information Center

    British Columbia Council on Admissions and Transfer, 2012

    2012-01-01

    The BC Council on Admissions and Transfer is always seeking ways to improve the transfer system for the benefit of students. Doing so is often informed by research in one form or another. Questions were added to the 2011 Diploma, Associate Degree, and Certificate Student Outcomes (DACSO) survey to help us gain a better understanding of why some…

  19. Improving the BC Transfer Experience: Feedback from Students

    ERIC Educational Resources Information Center

    British Columbia Council on Admissions and Transfer, 2012

    2012-01-01

    The BC Council on Admissions and Transfer is always seeking ways to improve the transfer system for the benefit of students. Doing so is informed by research in one form or another. Questions added to the 2011 Diploma, Associate Degree and Certificate Student Outcomes (DACSO) survey sought to gain a better understanding of why some students are…

  20. Cyberbullying: Assessment of Student Experience for Continuous Improvement Planning

    ERIC Educational Resources Information Center

    Strom, Paris S.; Strom, Robert D.; Wingate, Julius J.; Kraska, Marie F.; Beckert, Troy E.

    2012-01-01

    This study examines the use of polling students to improve conditions of learning in their school. Students from three schools (N = 2,006) in Grades 5, 6, 7, and 8 completed an online poll about how cyberbullying affects their personal lives. Principals' impressions about the benefits of student polling are explained along with the Cyberbullying…

  1. Improving the Student Teaching Experience Through Selective Placement of Students.

    ERIC Educational Resources Information Center

    Leslie, Larry L.

    A study was conducted to determine whether matching of student teacher and cooperating teacher would produce improved student teacher performance and attitude. Ninety student teachers were randomly assigned to five treatment groups: a control group and four experimental groups differing in the extent to which students were matched to cooperating…

  2. Improving healthcare recruitment: the jupiter medical center experience.

    PubMed

    Uomo, Paul Dell; Schwieters, Jill

    2009-04-01

    Hospitals that want to improve their recruitment efforts should: Make recruitment a priority within the organization. Take steps to reduce high vacancy rates and turnover among first-year employees. Develop a recruitment marketing plan for key positions. Establish human resources metrics to track costs and effectiveness of recruiting efforts. Enhance the recruitment process for hiring managers and job candidates. PMID:19391571

  3. A Peer Assessment System to Improve Student Team Experiences

    ERIC Educational Resources Information Center

    Anson, Robert; Goodman, James A.

    2014-01-01

    Groups are frequently used in courses, but there is substantial evidence that insufficient attention is paid to creating conditions for successful teamwork. One key condition is high-quality, individual, and team-level feedback. An online peer assessment system and team improvement process was developed for this test case based on three design…

  4. Improved Transparent Furnace For Crystal-Growth Experiments

    NASA Technical Reports Server (NTRS)

    Rosenthal, Bruce N.; White, Steve; Kalinowski, Joseph M.

    1989-01-01

    Novel design and fabrication process for transparent crystal-growing furnace developed. Design consists of one or more heater zones in which heating wire coiled around insides of quartz tubes. Ampoule of material supported inside furnace by guide wire. Crystal then grown by directional freezing of material in ampoule. Distinct feature of use of quartz is capability of direct visual observation of crystal-growth process during experiment. Study of transparent electronic materials conducted in new furnaces.

  5. Improving the Introductory Astronomy Experience with Robotic Telescopes

    NASA Astrophysics Data System (ADS)

    Gelderman, R.

    2003-12-01

    Students in general education, introductory astronomy courses have often enrolled in the course because they love the pretty pictures. Providing outdoor, nighttime observing "/tmp/tdbedit27518" 42L, 1781C courses have often enrolled in the course because they love the pretty pictures. Providing outdoor, nighttime observing experiences is one of the major draws for many successful Astro 101-type courses. However, the typical weather conditions for most of North America usually forces postponements, rescheduling, or cancellation of half or more of the attempted observing sessions. This frustrates both the students and the instructors, decreasing the enjoyment and instructional potential of the observing experience. In this poster we discuss how students in our Astro 101-type classes have benefitted from a combination of hands-on observing, planetarium software exercises, and the ability to request observations from robotic telescopes. The electronic images produced by the student's requests are minimally processed and e-mailed to each requesting student as a jpeg file. Evaluation of this combination of experiences indicates that student's appreciate the ability to collect their own images and that the sense of ownership fosters greater understanding of the astrophysics related to the observed objects.

  6. Improving surge capacity for biothreats: experience from Taiwan.

    PubMed

    Shih, Fuh-Yuan; Koenig, Kristi L

    2006-11-01

    This article discusses Taiwan's experience in managing surge needs based on recent events, including the 1999 earthquake, severe acute respiratory syndrome in 2003, airliner crashes in 1998 and 2001, and yearly typhoons and floods. Management techniques are compared and contrasted with U.S. approaches. The authors discuss Taiwan's practices of sending doctors to the scene of an event and immediately recalling off-duty hospital personnel, managing volunteers, designating specialty hospitals, and use of incident management systems. The key differences in bioevents, including the mathematical myths regarding individual versus population care, division of stockpiles, the Maginot line, and multi-jurisdictional responses, are highlighted. Several recent initiatives aimed at mitigating biothreats have begun in Taiwan, but their efficacy has not yet been tested. These include the integration of the emergency medical services and health-facility medical systems with other response systems; the use of the hospital emergency incident command system; crisis risk-communications approaches; and the use of practical, hands-on training programs. Other countries may gain valuable insights for mitigating and managing biothreats by studying Taiwan's experiences in augmenting surge capacity. PMID:17015413

  7. Method for Predicting Which Customers' Time Deposit Balances Will Increase

    NASA Astrophysics Data System (ADS)

    Ono, Toshiyuki; Yoshikawa, Hiroshi; Morita, Masahiro; Komoda, Norihisa

    This paper proposes a method of predicting which customers' account balances will increase by using data mining to effectively and efficiently promote sales. Prediction by mining all the data in a business is difficult because of much time required to collect, process, and calculate it. The selection of which features are used for prediction is a critical issue. We propose a method of selecting features to improve the accuracy of prediction within practical time limits. It consists of three parts: (1) converting collected features into financial behavior features that reflect customer actions, (2) extracting features affecting increases in account balances from these collected and financial behavior features, and (3) predicting customers whose account balances will increase based on the extracted features. We found the accuracy of prediction in an experiment with our method to be higher than with other conventional methods.

  8. Improving the preregistration experience: the New Zealand approach.

    PubMed

    Allen, P I; Colls, B M

    1994-02-01

    There is currently much debate about how to improve undergraduate medical education, and in particular on how best to prepare students for clinical responsibility. For 20 years a period of trainee internship has formed part of New Zealand medical students' undergraduate training, and the model could have much to offer the United Kingdom. Students take their final examinations at the end of the second clinical year; they spend their final year in a series of eight clinical attachments, during each of which they shadow a preregistration house officer or senior house officer. As trainee interns they are paid 60% of a house officer's salary for their clinical work, which is supervised by the firm's registrars and consultants under the overall responsibility of the head of the academic department. The order of the attachments is determined on educational, not service, grounds, and trainees have to attend educational sessions and pass assessments on each attachment. The trainee internship, funded jointly by the education and health departments, offers a more seamless transition from student to house officer and aims at improving both general medical education and clinical training. PMID:8124150

  9. Improved virtual surgical cutting based on physical experiments.

    PubMed

    Lim, Yi-Je; Jones, Daniel B; De, Suvranu

    2005-01-01

    Simulation of surgical cutting is one of the most challenging tasks in the development of a surgery simulator. Changes in topology during simulation make any precomputed data meaningless. Moreover, the process is nonlinear and given the complexity of soft tissue mechanics, the underlying physics is not well understood. Therefore, fully realistic procedures for the simulation of surgical cutting at real time rates on single processor machines is possibly out of reach. We developed a geometry-based algorithm that is capable of simulating progressive cutting without increasing the number of primitives and have coupled it to a meshfree physically based simulation scheme. In this paper we enhance a geometrically efficient cutting algorithm by including physical information from actual cutting experiments. PMID:15718749

  10. Improving public addiction treatment through performance contracting: the Delaware experiment.

    PubMed

    McLellan, A Thomas; Kemp, Jack; Brooks, Adam; Carise, Deni

    2008-09-01

    In fiscal 2002, Delaware replaced traditional cost-reimbursement contracts with performance-based contracts for all outpatient addiction treatment programs. Incentives included 90% capacity utilization and active patient participation in treatment. One of the programs failed to meet requirements. Strategies adopted by successful programs included extended hours of operation, facility enhancements, salary incentives for counselors, and two evidence-based therapies (MI and CBT). Average capacity utilization from 2001 to 2006 went from 54% to 95%; and the average proportion of patients' meeting participation requirements went from 53% to 70%--with no notable changes in the patient population. We conclude that properly designed, program-based contract incentives are feasible to apply, welcomed by programs and may help set the financial conditions necessary to implement other evidence-based clinical efforts; toward the overall goal of improving addiction treatment. PMID:18325621

  11. Does universal coverage improve health? The Massachusetts experience.

    PubMed

    Courtemanche, Charles J; Zapata, Daniela

    2014-01-01

    In 2006, Massachusetts passed health care reform legislation designed to achieve nearly universal coverage through a combination of insurance market reforms, mandates, and subsidies that later served as the model for national reform. Using data from the Behavioral Risk Factor Surveillance System, we provide evidence that health care reform in Massachusetts led to better overall self-assessed health. Various robustness checks and placebo tests support a causal interpretation of the results. We also document improvements in several determinants of overall health: physical health, mental health, functional limitations, joint disorders, and body mass index. Next, we show that the effects on overall health were strongest among those with low incomes, nonwhites, near-elderly adults, and women. Finally, we use the reform to instrument for health insurance and estimate a sizeable impact of coverage on health. PMID:24358528

  12. Flooding Experiments and Modeling for Improved Reactor Safety

    SciTech Connect

    Solmos, M., Hogan, K.J., VIerow, K.

    2008-09-14

    Countercurrent two-phase flow and “flooding” phenomena in light water reactor systems are being investigated experimentally and analytically to improve reactor safety of current and future reactors. The aspects that will be better clarified are the effects of condensation and tube inclination on flooding in large diameter tubes. The current project aims to improve the level of understanding of flooding mechanisms and to develop an analysis model for more accurate evaluations of flooding in the pressurizer surge line of a Pressurized Water Reactor (PWR). Interest in flooding has recently increased because Countercurrent Flow Limitation (CCFL) in the AP600 pressurizer surge line can affect the vessel refill rate following a small break LOCA and because analysis of hypothetical severe accidents with the current flooding models in reactor safety codes shows that these models represent the largest uncertainty in analysis of steam generator tube creep rupture. During a hypothetical station blackout without auxiliary feedwater recovery, should the hot leg become voided, the pressurizer liquid will drain to the hot leg and flooding may occur in the surge line. The flooding model heavily influences the pressurizer emptying rate and the potential for surge line structural failure due to overheating and creep rupture. The air-water test results in vertical tubes are presented in this paper along with a semi-empirical correlation for the onset of flooding. The unique aspects of the study include careful experimentation on large-diameter tubes and an integrated program in which air-water testing provides benchmark knowledge and visualization data from which to conduct steam-water testing.

  13. Customer-focused planning: Demonstration project summaries

    SciTech Connect

    George, S.S. )

    1992-12-01

    To succeed in the increasingly competitive and dynamic markets in which they operate, electric utilities are focusing ever greater attention on understanding and meeting customer needs. EPRI's Customer Focused Planning (CFP) project was established to develop concepts and tools that will help utilities enhance their commitment to customer service. The project team conducted a series of interviews and meetings with participating utilities to collaboratively implement crucial steps in the CFP process. Although there is no unique set of tools or single management approach for improving product and service delivery, customer-focused companies have at least five ideals in common. They (1) define goals and objectives in concrete terms, (2) extend the planning boundaries of the organization to include all members of the energy services infrastructure, (3) painstakingly link functional activities directly to customer needs, (4) incorporate the customer's voice in new product/ service design, and (5) align performance measures with customer needs. In addition, customer-focused companies use a variety of methods to improve customer satisfaction and company performance. These methods include conducting market research, developing market processes such as demand-side management contracting or bidding to reveal customer preferences, and involving customers more directly in the planning process. This report summarizes two brief demonstration projects conducted as part of EPRI's CFP project, one at Commonwealth Edison Company (CECo) and one at PSI Energy. The CECo project emphasized developing customer-focused performance measures for telephone inquiries. The PSI Energy project involved a one-day workshop underscoring two important CFP elements-understanding customer wants and explicitly linking those wants to utility activities.

  14. Pathology-designed custom molded foot orthoses.

    PubMed

    Rosenbloom, Kevin B

    2011-01-01

    Treating patients with custom foot orthoses for common pathologies is a rewarding experience when the proper steps are taken during foot casting and custom-orthosis prescription writing. This article describes successful methods for orthoses casting and prescription writing for custom-molded orthoses for Achilles tendonitis, pes planus, hallux limitus, plantar fasciitis/heel spurs, lateral ankle instability, metatarsalgia, and pes cavus. In addition, a summary of orthotic laboratory instructions for each pathology-designed custom orthosis is provided, which should be considered by orthotic laboratories. PMID:21276525

  15. The Student-Customer Orientation Questionnaire (SCOQ): Application of Customer Metaphor to Higher Education

    ERIC Educational Resources Information Center

    Koris, Riina; Nokelainen, Petri

    2015-01-01

    Purpose: The purpose of this paper is to study Bayesian dependency modelling (BDM) to validate the model of educational experiences and the student-customer orientation questionnaire (SCOQ), and to identify the categories of educatonal experience in which students expect a higher educational institutions (HEI) to be student-customer oriented.…

  16. Customer satisfaction: a practical approach for hospitals.

    PubMed

    VanderVeen, L; Ritz, M

    1996-01-01

    A California hospital developed a program to better serve and satisfy its customers. This article details the hospital's plan to implement the program with the collection and use of data to measure success, promote staff accountability, and, ultimately, demonstrate improved customer satisfaction as measured by fewer complaints. The various activities initiated to promote staff education and recognize employees also are briefly addressed. PMID:10157248

  17. Reinventing information services to increase customer satisfaction

    SciTech Connect

    Madison, J.E.

    1993-12-01

    In this paper, the author presents her view of the role of an information service and proposes means of improving information customer service and satisfaction. The emphasis of the paper is on placing the primary value on the information customer rather than on the information itself. After receiving a request for information, the information service should strive for speed and accuracy of service to provide full-text sources in a language and format convenient to the customer. The author stresses that information professionals need to re-evaluate their roles to correctly assess and rectify customers` information deficiencies.

  18. Closing the loop on improvement: Packaging experience in the Software Engineering Laboratory

    NASA Technical Reports Server (NTRS)

    Waligora, Sharon R.; Landis, Linda C.; Doland, Jerry T.

    1994-01-01

    As part of its award-winning software process improvement program, the Software Engineering Laboratory (SEL) has developed an effective method for packaging organizational best practices based on real project experience into useful handbooks and training courses. This paper shares the SEL's experience over the past 12 years creating and updating software process handbooks and training courses. It provides cost models and guidelines for successful experience packaging derived from SEL experience.

  19. Clueing in customers.

    PubMed

    Berry, Leonard L; Bendapudi, Neeli

    2003-02-01

    Leonard L. Berry and Neeli Bendapudi When customers lack the expertise to judge a company's offerings, they naturally turn detective, scrutinizing people, facilities, and processes for evidence of quality. The Mayo Clinic understands this and carefully manages that evidence to convey a simple, consistent message: The needs of the patient come first. From the way it hires and trains employees to the way it designs its facilities and approaches its care, the Mayo Clinic provides patients and their families concrete evidence of its strengths and values, an approach that has allowed it to build what is arguably the most powerful brand in health care. Marketing professors Leonard Berry and Neeli Bendapudi conducted a five-month study of evidence management at the Mayo Clinic. They interviewed more than 1,000 patients and employees, observed hundreds of doctor visits, traveled in the Mayo helicopter, and stayed in the organization's many hospitals. Their experiences led them to identify best practices applicable to just about any company, in particular those that sell intangible or technically complex products. Essentially, the authors say, companies need to determine what story they want to tell, then ensure that their employees and facilities consistently show customers evidence of that story. At Mayo, the evidence falls into three categories: people, collaboration, and tangibles. The clinic systematically hires people who espouse its values, and its incentive and reward systems promote collaborative care focused on the patient's needs. The physical environment is explicitly designed for its intended effect on the patient experience. In almost every interaction, an organization's message comes through. "Patients first," the Mayo Clinic's message, is not the only story a medical organization could tell, but the way in which Mayo manages evidence to communicate this message is an example to be followed. PMID:12577657

  20. Shape modifications of porous hydroxyapatite prostheses to improve rigid implant fixation: Experience in 12 cases

    PubMed Central

    Rienzo, Alessandro Di; Iacoangeli, Maurizio; di Somma, Lucia G. M.; Alvaro, Lorenzo; Nocchi, Niccolò; Scerrati, Massimo

    2012-01-01

    Background: Various methods of fixation have been described for custom made hydroxyapatite cranial implants. Their poor malleability limits most of the common used fixation techniques because of the high risk of cranioplasty's fracturing or higher exposure to infections. We present our experience with a new fixation technique, based on an appositely premodified hydroxyapatite implants. Methods: In a 2-year time period, 12 patients underwent cranioplasty by a modified custom made porous hydroxyapatite implant. Once the three-dimensional computer model of the prostheses was performed, three semicircular extensions placed at strategic positions were drawn and the final prosthesis was realized. At surgery, holes fitting the extensions were drilled into the skull borders and the implant was easily embedded inside the defect. Small titanium meshes overlying the extensions were fixed by screws to the surrounding bone. Results: A minimal increase of operative times was recorded, with drilling and fixation requiring additional 30 and 15 minutes, respectively. Optimal contact between cranioplasty and skull borders was always observed at control computed tomography (CT) scans. Permanent rigid fixation was obtained in all cases, with good functional and aesthetic results at follow-up. Conclusions: Modifications of hydroxyapatite implants are obtained without additional costs. The minimal increase of operative times is largely counterbalanced by optimal fixation results. Finally, the bone drilling and the immediate proximity of bone to prosthesis might enhance the potential for osteogenesis and osteointegration. PMID:23372977

  1. Mesenchymal Stem Cells and Platelet Gel Improve Bone Deposition within CAD-CAM Custom-Made Ceramic HA Scaffolds for Condyle Substitution

    PubMed Central

    Ciocca, L.; Donati, D.; Ragazzini, S.; Dozza, B.; Rossi, F.; Fantini, M.; Spadari, A.; Romagnoli, N.; Landi, E.; Tampieri, A.; Piattelli, A.; Iezzi, G.; Scotti, R.

    2013-01-01

    Purpose. This study evaluated the efficacy of a regenerative approach using mesenchymal stem cells (MSCs) and CAD-CAM customized pure and porous hydroxyapatite (HA) scaffolds to replace the temporomandibular joint (TMJ) condyle. Methods. Pure HA scaffolds with a 70% total porosity volume were prototyped using CAD-CAM technology to replace the two temporomandibular condyles (left and right) of the same animal. MSCs were derived from the aspirated iliac crest bone marrow, and platelets were obtained from the venous blood of the sheep. Custom-made surgical guides were created by direct metal laser sintering and were used to export the virtual planning of the bone cut lines into the surgical environment. Sheep were sacrificed 4 months postoperatively. The HA scaffolds were explanted, histological specimens were prepared, and histomorphometric analysis was performed. Results. Analysis of the porosity reduction for apposition of newly formed bone showed a statistically significant difference in bone formation between condyles loaded with MSC and condyles without (P < 0.05). The bone ingrowth (BI) relative values of split-mouth comparison (right versus left side) showed a significant difference between condyles with and without MSCs (P < 0.05). Analysis of the test and control sides in the same animal using a split-mouth study design was performed; the condyle with MSCs showed greater bone formation. Conclusion. The split-mouth design confirmed an increment of bone regeneration into the HA scaffold of up to 797% upon application of MSCs. PMID:24073409

  2. Improving the Ambulatory Patient Experience Within an Academic Department of Medicine.

    PubMed

    Neeman, Naama; Sehgal, Niraj L

    2016-05-01

    Academic departments of medicine (ADOM) can provide an important vehicle to drive the sharing and dissemination of best practices in clinical care delivery. With the increased focus on improving the patient experience, particularly in the ambulatory setting, ADOM also should lead efforts to cultivate improvements in this arena. To address this need, the study ADOM established a Patient Experience Working Group (PEWG) that brought together physician and nonphysician leaders, set improvement goals, and created a structure for sharing and learning. Since initiation, the PEWG has implemented more than 20 performance improvement initiatives, which have resulted in measured positive changes at both the local practice settings and department-wide. Striking the right balance between top-down governance, bottom-up innovation and ownership, and shared goal setting was a key to success. This model is one that could easily be adopted by other ADOM in their own efforts to improve the patient experience. PMID:25512951

  3. Defining the customer`s buying parameters

    SciTech Connect

    Roth, B.

    1997-03-01

    Many customers are already implementing processes to select suppliers in anticipation of full customer choice, establishing price and risk parameters. Customers are also recognizing that transitional steps on the way to full competition, including such options as buy-through and real-time pricing, can lower costs at reasonable risk. Retail competition is transforming the US electricity market at a dazzling pace, promising major customers greater choices and better prices--and a lot of new headaches. Even though regulators have not yet put retail access into general practice, many customers are working diligently to make sure they are properly prepared to deal with the additional issues and complexities being created by electricity`s new world order. By the time retail competition is officially unleashed, many national buyers of electricity will have: (1) specified their service criteria (contract terms and conditions), (2) defined their price risk tolerances, (3) structured their purchasing organization/process, and (4) chosen their national/regional suppliers.

  4. An Evaluation of the Federal Energy Management Program Technical Assistance Workshops: Results of a 1998 Customer Survey

    SciTech Connect

    G. B. Gordon; N. Hall

    1999-04-01

    This report presents the results of a customer telephone survey of the participants of six workshops provided by the U. S. Department of Energy Federal Energy Management Program (FEMP) during calendar years 1995 and 1996. The primary purpose for the survey was to provide the Team Leader for FEMP Technical Assistance and members of the team with detailed customer feedback pertaining to how well selected FEMP workshops are doing and to identify areas for improvement. The information presented enables managers to see both the strengths of their workshops, as well as workshop components that can be improved. In addition, the report identifies the questions included in the survey that were the most productive for obtaining customers experiences, opinions and recommendations. The experiences gained during this survey provide a platform from which to launch an annual FEMP customer survey.

  5. At Their Service. Making Life Happier for Customers and Staff. The Helping Hand Series.

    ERIC Educational Resources Information Center

    Nash, Claire

    This guide is intended to help persons employed in the hotel and catering industry to improve their customer relations skills. The following topics are discussed: the importance of customers and good customer relations in the hospitality industry; what customers want; what employees in hospitality occupations can give customers; and importance of…

  6. Student Evaluation to Improve the Student Learning Experience: An Australian University Case Study

    ERIC Educational Resources Information Center

    Tucker, Beatrice M.

    2013-01-01

    Universities have been collecting student feedback on their experiences in teaching and learning for decades. Their voice is usually captured in surveys, and quantitative and qualitative data are used for quality improvement. Quantitative data are often used to monitor the student experience and used as a key performance measure in universities.…

  7. Assessing and Improving the Quality of Undergraduate Teaching in China: The Course Experience Questionnaire

    ERIC Educational Resources Information Center

    Yin, Hongbiao; Wang, Wenlan

    2015-01-01

    Assessing and improving the quality of undergraduate teaching is an important issue in China. Using the Course Experience Questionnaire, this study examined the quality of undergraduate teaching by investigating the relationships between students' course experience, the learning outcomes demonstrated by the students and the learning environment.…

  8. Online Student Evaluation Improves Course Experience Questionnaire Results in a Physiotherapy Program

    ERIC Educational Resources Information Center

    Tucker, Beatrice; Jones, Sue; Straker, Leon

    2008-01-01

    This paper reports the use of an online student evaluation system, Course Experience on the Web (CEW), in a physiotherapy program to improve their Course Experience Questionnaire (CEQ) results. CEW comprises a course survey instrument modeled on the CEQ and a tailored unit survey instrument. Closure of the feedback loop is integral in the CEW…

  9. Improved setup and positioning accuracy using a three-point customized cushion/mask/bite-block immobilization system for stereotactic reirradiation of head and neck cancer.

    PubMed

    Wang, He; Wang, Congjun; Tung, Samuel; Dimmitt, Andrew Wilson; Wong, Pei Fong; Edson, Mark A; Garden, Adam S; Rosenthal, David I; Fuller, Clifton D; Gunn, Gary B; Takiar, Vinita; Wang, Xin A; Luo, Dershan; Yang, James N; Wong, Jennifer; Phan, Jack

    2016-01-01

    The purpose of this study was to investigate the setup and positioning uncertainty of a custom cushion/mask/bite-block (CMB) immobilization system and determine PTV margin for image-guided head and neck stereotactic ablative radiotherapy (HN-SABR). We analyzed 105 treatment sessions among 21 patients treated with HN-SABR for recurrent head and neck cancers using a custom CMB immobilization system. Initial patient setup was performed using the ExacTrac infrared (IR) tracking system and initial setup errors were based on comparison of ExacTrac IR tracking system to corrected online ExacTrac X-rays images registered to treatment plans. Residual setup errors were determined using repeat verification X-ray. The online ExacTrac corrections were compared to cone-beam CT (CBCT) before treatment to assess agreement. Intrafractional positioning errors were determined using prebeam X-rays. The systematic and random errors were analyzed. The initial translational setup errors were -0.8 ± 1.3 mm, -0.8 ± 1.6 mm, and 0.3 ± 1.9 mm in AP, CC, and LR directions, respectively, with a three-dimensional (3D) vector of 2.7 ± 1.4 mm. The initial rotational errors were up to 2.4° if 6D couch is not available. CBCT agreed with ExacTrac X-ray images to within 2 mm and 2.5°. The intrafractional uncertainties were 0.1 ± 0.6 mm, 0.1 ± 0.6 mm, and 0.2 ± 0.5 mm in AP, CC, and LR directions, respectively, and 0.0° ± 0.5°, 0.0° ± 0.6°, and -0.1° ± 0.4° in yaw, roll, and pitch direction, respectively. The translational vector was 0.9 ± 0.6 mm. The calculated PTV margins mPTV(90,95) were within 1.6 mm when using image guidance for online setup correction. The use of image guidance for online setup correction, in combination with our customized CMB device, highly restricted target motion during treatments and provided robust immobilization to ensure minimum dose of 95% to target volume with 2.0 mm PTV margin for HN-SABR. PMID:27167275

  10. Customer service revisited.

    PubMed

    Levin, R P

    2001-03-01

    Customer service requires a system, which includes, but is not limited to having pleasant staff members. It requires a systemized approach to every patient every day. The steps of customer service are as integral to the success of the practice as are those of scheduling and case presentation. Customer service is a unique opportunity to differentiate a practice, justify the value for fees, and satisfy almost every patient. PMID:11913255

  11. Improving INPE'S balloon ground facilities for operation of the protoMIRAX experiment

    NASA Astrophysics Data System (ADS)

    Mattiello-Francisco, F.; Rinke, E.; Fernandes, J. O.; Cardoso, L.; Cardoso, P.; Braga, J.

    2014-10-01

    The system requirements for reusing the scientific balloon ground facilities available at INPE were a challenge to the ground system engineers involved in the protoMIRAX X-ray astronomy experiment. A significant effort on software updating was required for the balloon ground station. Considering that protoMIRAX is a pathfinder for the MIRAX satellite mission, a ground infrastructure compatible with INPE's satellite operation approach would be useful and highly recommended to control and monitor the experiment during the balloon flights. This approach will make use of the SATellite Control System (SATCS), a software-based architecture developed at INPE for satellite commanding and monitoring. SATCS complies with particular operational requirements of different satellites by using several customized object-oriented software elements and frameworks. We present the ground solution designed for protoMIRAX operation, the Control and Reception System (CRS). A new server computer, properly configured with Ethernet, has extended the existing ground station facilities with switch, converters and new software (OPS/SERVER) in order to support the available uplink and downlink channels being mapped to TCP/IP gateways required by SATCS. Currently, the CRS development is customizing the SATCS for the kernel functions of protoMIRAX command and telemetry processing. Design-patterns, component-based libraries and metadata are widely used in the SATCS in order to extend the frameworks to address the Packet Utilization Standard (PUS) for ground-balloon communication, in compliance with the services provided by the data handling computer onboard the protoMIRAX balloon.

  12. Customer Relationship Management: A Case Study from a Metropolitan Campus of a Regional University

    ERIC Educational Resources Information Center

    Pember, Edward R.; Owens, Alison; Yaghi, Shazhi

    2014-01-01

    This paper investigates the users and uses of a centralised customer relationship management (CRM) system at a regional Australian university to improve the understanding of the staff experience of interacting with this customised technology. How and why the software is used by a cross section of university departments is explored through…

  13. Self-Compassion Promotes Personal Improvement From Regret Experiences via Acceptance.

    PubMed

    Zhang, Jia Wei; Chen, Serena

    2016-02-01

    Why do some people report more personal improvement from their regret experiences than others? Three studies examined whether self-compassion promotes personal improvement derived from recalled regret experiences. In Study 1, we coded anonymous regret descriptions posted on a blog website. People who spontaneously described their regret with greater self-compassion were also judged as having expressed more personal improvement. In Study 2, higher trait self-compassion predicted greater self-reported and observer-rated personal improvement derived from recalled regret experiences. In Study 3, people induced to take a self-compassionate perspective toward a recalled regret experience reported greater acceptance, forgiveness, and personal improvement. A multiple mediation analysis comparing acceptance and forgiveness showed self-compassion led to greater personal improvement, in part, through heightened acceptance. Furthermore, self-compassion's effects on personal improvement were distinct from self-esteem and were not explained by adaptive emotional responses. Overall, the results suggest that self-compassion spurs positive adjustment in the face of regrets. PMID:26791595

  14. Customer Loyalty in Virtual Environments: An Empirical Study in e-Bank

    NASA Astrophysics Data System (ADS)

    Chao, Yu; Lee, Gin-Yuan; Ho, Yung-Ching

    2009-08-01

    The advent of e-commerce has increased the importance of consumer financing operations. Internet banking helps banks to develop relationship marketing, thus improve customer loyalty. This study proposes a research framework to examine the relationships among e-service quality, customer satisfaction, customer trust and e-loyalty in e-bank in Taiwan. Data are collected through a survey using a structured questionnaire. The 442 valid respondents who have experience with e-bank are analyzed by partial least squares structural equation modeling (PLS-SEM) method. The managerial implication is e-bank must focus on e-service quality to increase customer satisfaction and trust for obtaining the e-loyalty.

  15. How do you rate in customer relations?

    PubMed

    Peterson, K E

    1987-02-01

    The metaphor of the "moment of truth", as described in the excellent book Service America! Doing Business in the New Economy, is a powerful idea for helping people to shift their points of view and think about the customer's experience. Moments of truth are the collective interactions of customer and employee that take place day in and day out. Every time an employee comes into contact with a customer--a physician, minister, social worker, inspector, visitor, serviceman, vendor, resident--the interaction will spark a moment of truth. It may be a shining moment when that customer feels cared for, cared about, and genuinely valued, or a lousy moment when the customer feels ignored, abused, or undervalued. As an administrator or manager, lead your people ... and manage your moments of truth. PMID:10280518

  16. Measuring Customer Satisfaction. A Central Texas JTPA Study.

    ERIC Educational Resources Information Center

    Angel, P. Linda

    A study was conducted to determine the baseline by which to measure expected improvements in customer satisfaction for Central Texas Job Training Partnership (JTPA) programs. The survey was designed to facilitate assessment of the current level of customer satisfaction with service delivery and influences on customer satisfaction. Data were…

  17. Cleaning up the customer satisfaction waste dump

    SciTech Connect

    Plunkett, C.; Katz, G.M.

    1994-11-01

    Most electric utilities have been measuring Customer Satisfaction for several years now with the explicit goal of inducing their employees to improve their handling of customers. While many companies experienced early improvements, the scores have now leveled off. Increasingly, utilities are finding that their Customer Satisfaction Measurement system has reverted to little more than a {open_quotes}report card,{close_quotes} with no clear connection to business practice or processes. Even more alarming is the fact that many companies are now questioning the value of this complicated and expensive effort. This phenomenon is not unique to the electric utility industry -- it is happening in almost every industry in America. What companies really need is a way to tie customer satisfaction to business practices. To accomplish this, the Southern Company, along with several other utilities, are using the Voice of the Customer Process, which came out of the Japanese auto industry. It combines Customer Satisfaction Measurement with Quality Function Deployment (QFD) in order to guide the company into linking specific customer wants and needs to explicit performance measures and business process improvement efforts.

  18. Healthscape role towards customer satisfaction in private healthcare.

    PubMed

    Sahoo, Debajani; Ghosh, Tathagata

    2016-07-11

    Purpose - The purpose of this paper is to identify the motives that enforce consumers to find out the major determinants that frame healthscape in private healthcare service that leads to their satisfaction in a developing country like India. Design/methodology/approach - The generic motive dimensions are identified using an exploratory factor analysis. Next the reliability and validity of the factors are established followed by regression analysis using SPSS 20.0 s/w. Findings - This paper identifies six healthscape motives in the private healthcare sector named as service personnel conduct and cleanliness, service delivery and facilities, ambience, location and look, appealing decoration, and upgraded safety service, out of which only service delivery, ambience, location, and decorations contribute the most to build customer satisfaction as per their significance value. Research limitations/implications - The various dimensions of healthcare motives should be viewed as the levers of improving hospitals' service quality in the minds of its present and future customers. This finding can offer valuable insight to the forthcoming as well as existing developer who are planning to have their healthcare service presence in India. Practical implications - This study suggests some important strategic guidelines for service positioning and market segmentation of healthcare services as per customer requirements. In the recent past, availing services from hospitals were purely utilitarian in nature. Customers were more inclined to get proper and timely services and cared more about the service quality of the healthcare service provider. Originality/value - This paper is among the few works done on understanding private healthcare service delivery process in India and customer satisfaction level from those Hospitals. This study addresses the gap by identifying a set of dimensions that are relevant to customers for a unique healthcare experience. PMID:27298059

  19. British Sign Name Customs

    ERIC Educational Resources Information Center

    Day, Linda; Sutton-Spence, Rachel

    2010-01-01

    Research presented here describes the sign names and the customs of name allocation within the British Deaf community. While some aspects of British Sign Language sign names and British Deaf naming customs differ from those in most Western societies, there are many similarities. There are also similarities with other societies outside the more…

  20. Customized Training Marketing Plan.

    ERIC Educational Resources Information Center

    Lay, Ted

    This report outlines Oregon's Lane Community College's (LCC's) plan for marketing its customized training program for business, community organizations, public agencies, and their employees. Following a mission statement for the customized training program, a brief analysis is provided of the economic environment; of competition from educational…

  1. Managing customer service.

    PubMed

    Paget, Zoe

    2015-02-28

    Zoe Paget is the customer services manager at YourVets. Her role includes managing the company's call centre, social media marketing, working with the marketing department to develop customer care initiatives and reporting service levels to the company's directors. PMID:25722341

  2. Customer Relationship Management.

    ERIC Educational Resources Information Center

    Fayerman, Michael

    2002-01-01

    Presents an approach increasingly employed by businesses to track and respond to their customers to provide better and faster services: customer relationship management. Discusses its applicability to the operations of higher education and institutional research and the role it plays in the knowledge management framework. (EV)

  3. AVPUC: automatic video production with user customization

    NASA Astrophysics Data System (ADS)

    Yu, Bin; Nahrstedt, Klara

    2005-01-01

    Nowadays, multiple video cameras are employed for live broadcast and recording of almost all major social events, and all these camera streams have to be aggregated and rendered into one video program for audiences. While this content composition process aims at presenting the most interesting perspective of an event, it leads to the problem of how to fully customize the finally composed video program to different audience interests without requiring too much input from the audience. The goal of this work is to solve this problem by proposing the Automatic Video Production with User Customization (AVPUC) system that separates the video stream interestingness comparison from video program rendering to provide space for maximized customization. Human-controlled video selection and automatic video evaluation are combined to support video content customization and reduce redundant audience inputs. Preliminary evaluation results confirm that AVPUC"s capturing-evaluation-render model for video production improves audiences" satisfaction for customized multi-perspective viewing of social events.

  4. AVPUC: automatic video production with user customization

    NASA Astrophysics Data System (ADS)

    Yu, Bin; Nahrstedt, Klara

    2004-12-01

    Nowadays, multiple video cameras are employed for live broadcast and recording of almost all major social events, and all these camera streams have to be aggregated and rendered into one video program for audiences. While this content composition process aims at presenting the most interesting perspective of an event, it leads to the problem of how to fully customize the finally composed video program to different audience interests without requiring too much input from the audience. The goal of this work is to solve this problem by proposing the Automatic Video Production with User Customization (AVPUC) system that separates the video stream interestingness comparison from video program rendering to provide space for maximized customization. Human-controlled video selection and automatic video evaluation are combined to support video content customization and reduce redundant audience inputs. Preliminary evaluation results confirm that AVPUC"s capturing-evaluation-render model for video production improves audiences" satisfaction for customized multi-perspective viewing of social events.

  5. Delivering astounding customer service

    SciTech Connect

    Hedden, B.

    1995-05-01

    The elements needed to launch a successful quality customer service revolution are: vision and goals; inputs (time, money, and people); and systems. Flawlessly executed activities and behaviors result in quality, customer satisfaction, customer retention, profits, referrals, and growth. Feedback to keep your company on course is necessary. The revolution starts with the leader. Vision is what gets it started, and a sense of purpose is what keeps it going. Changing the organization`s culture requires an obsession, an almost fanatical devotion to exceeding customer expectations. If you don`t set the example and walk your talk, it won`t get off the ground. I can think of no better way to insure yourself a bright future than for you to make certain that each and every customer is extraordinarily satisfied.

  6. How Does Target Know so Much about Its Customers? Utilizing Customer Analytics to Make Marketing Decisions

    ERIC Educational Resources Information Center

    Corrigan, Hope B.; Craciun, Georgiana; Powell, Allison M.

    2014-01-01

    Every time shoppers make a purchase at a store or browse a Web site, customer behavior is tracked, analyzed, and perhaps shared with other businesses. Target Corporation is a leader in analyzing vast amounts of data to identify buying patterns, improve customer satisfaction, predict future trends, select promotional strategies, and increase…

  7. The Impact of IT Capability on Employee Capability, Customer Value, Customer Satisfaction, and Business Performance

    ERIC Educational Resources Information Center

    Chae, Ho-Chang

    2009-01-01

    This study empirically examines the impact of IT capability on firms' performance and evaluates whether firms' IT capabilities play a role in improving employee capability, customer value, customer satisfaction, and ultimately business performance. The results were based on comparing the business performance of the IT leader companies with that of…

  8. Partnering With a Patient and Family Advisory Council to Improve Patient Care Experiences With Pain Management.

    PubMed

    Bookout, Michelle L; Staffileno, Beth A; Budzinsky, Christine M

    2016-04-01

    Patient-centered care is a key driver for the nation's health system, yet patient experience surveys indicate that hospitals are far from achieving favorable outcomes. Partnering with patients and families through a patient and family advisory council (PFAC) advances the practice of patient-centered care to improve outcomes and experiences. This article describes the process of implementing a PFAC and presents outcomes related to patients' perception of pain management in the acute care hospital setting. PMID:26963442

  9. Analysing Customer Opinions with Text Mining Algorithms

    NASA Astrophysics Data System (ADS)

    Consoli, Domenico

    2009-08-01

    Knowing what the customer thinks of a particular product/service helps top management to introduce improvements in processes and products, thus differentiating the company from their competitors and gain competitive advantages. The customers, with their preferences, determine the success or failure of a company. In order to know opinions of the customers we can use technologies available from the web 2.0 (blog, wiki, forums, chat, social networking, social commerce). From these web sites, useful information must be extracted, for strategic purposes, using techniques of sentiment analysis or opinion mining.

  10. Developing customer databases.

    PubMed

    Rao, S K; Shenbaga, S

    2000-01-01

    There is a growing consensus among pharmaceutical companies that more product and customer-specific approaches to marketing and selling a new drug can result in substantial increases in sales. Marketers and researchers taking a proactive micro-marketing approach to identifying, profiling, and communicating with target customers are likely to facilitate such approaches and outcomes. This article provides a working framework for creating customer databases that can be effectively mined to achieve a variety of such marketing and sales force objectives. PMID:11209474

  11. Customer Communication Document

    NASA Technical Reports Server (NTRS)

    2009-01-01

    This procedure communicates to the Customers of the Automation, Robotics and Simulation Division (AR&SD) Dynamics Systems Test Branch (DSTB) how to obtain services of the Six-Degrees-Of-Freedom Dynamic Test System (SDTS). The scope includes the major communication documents between the SDTS and its Customer. It established the initial communication and contact points as well as provides the initial documentation in electronic media for the customer. Contact the SDTS Manager (SM) for the names of numbers of the current contact points.

  12. Customization of medical report data.

    PubMed

    Reiner, Bruce I

    2010-08-01

    Structured reporting offers a number of theoretical advantages, perhaps the most important of which is creation of standardized report databases. The standardized data created can in turn be used to customize data display, report content, historical data retrieval, interpretation analysis, and results communication in both a context and user-specific manner. In addition, these referenceable report databases can be used to facilitate the practice of evidence based medicine, through data-driven meta-analysis and determination of best practice guidelines. This concept will only be realized if the customized data delivery technology provides real and tangible value to end users, accentuates workflow, can be seamlessly integrated into existing information system technologies, and be shown to yield reproducibility of the evidence domain. The time is here for the medical imaging and clinical communities to embrace this vision in order to improve clinical outcomes and patient safety. PMID:20567993

  13. The right stuff ... meeting your customer needs.

    PubMed

    Rubin, P; Carrington, S

    1999-11-01

    Meeting (and exceeding) your customers' needs is a requirement for competing in the current business world. New tools and techniques must be employed to deal with the rapidly changing global environment. This article describes the success of a global supply chain integration project for a division of a large multinational corporation. A state-of-the-art ERP software package was implemented in conjunction with major process changes to improve the organization's ability to promise and deliver product to their customers. PMID:10623132

  14. Comprehensive Family Services and customer satisfaction outcomes.

    PubMed

    Huebner, Ruth A; Jones, Blake L; Miller, Viola P; Custer, Melba; Critchfield, Becky

    2006-01-01

    Comprehensive Family Services (CFS) is a strengths-based and partnership-oriented approach to casework implemented through multiple initiatives. This study examines the relationship between the practice of CFS and satisfaction of clients, foster parents, and community partners. CFS indicators are paired with statewide customer satisfaction survey results. CFS practices are associated with significantly higher customer satisfaction that improved over time for all groups. Although causality cannot be determined, the relationship is consistent, robust, and meaningful. PMID:17039825

  15. A customer's definition of quality.

    PubMed

    Miller, T O

    1992-01-01

    What's the best way to get "close to the customer"? One company has developed a customer feedback system to drive product design, sales, service, and support functions in order to ensure better customer responsiveness. PMID:10116010

  16. Large Customers (DR Sellers)

    SciTech Connect

    Kiliccot, Sila

    2011-10-25

    State of the large customers for demand response integration of solar and wind into electric grid; openADR; CAISO; DR as a pseudo generation; commercial and industrial DR strategies; California regulations

  17. Customization through Homeschooling.

    ERIC Educational Resources Information Center

    Ray, Brian D.

    2002-01-01

    Describes why home school is a natural environment for customizing instruction to meet the individual needs of students, especially those with special needs and talents. (Contains 19 references.) (PKP)

  18. The customer has escaped.

    PubMed

    Nunes, Paul F; Cespedes, Frank V

    2003-11-01

    Every company makes choices about the channels it will use to go to market. Traditionally, the decision to sell through a discount superstore or a pricey boutique, for instance, was guided by customer demographics. A company would identify a target segment of buyers and go with the channel that could deliver them. It was a fair assumption that certain customer types were held captive by certain channels--if not from cradle to grave, then at least from initial consideration to purchase. The problem, the authors say, is that today's customers have become unfettered. As their channel options have proliferated, they've come to recognize that different channels serve their needs better at different points in the buying process. The result is "value poaching." For example, certain channels hope to use higher margin sales to cover the cost of providing expensive high-touch services. Potential customers use these channels to do research, then leap to a cheaper channel when it's time to buy. Customers now hunt for bargains more aggressively; they've become more sophisticated about how companies market to them; and they are better equipped with information and technology to make advantageous decisions. What does this mean for your go-to-market strategy? The authors urge companies to make a fundamental shift in mind-set toward designing for buyer behaviors, not customer segments. A company should design pathways across channels to help its customers get what they need at each stage of the buying process--through one channel or another. Customers are not mindful of channel boundaries--and you shouldn't be either. Instead, they are mindful of the value of individual components in your channels--and you should be, too. PMID:14619155

  19. Randomized Controlled Trial of Teaching Methods: Do Classroom Experiments Improve Economic Education in High Schools?

    ERIC Educational Resources Information Center

    Eisenkopf, Gerald; Sulser, Pascal A.

    2016-01-01

    The authors present results from a comprehensive field experiment at Swiss high schools in which they compare the effectiveness of teaching methods in economics. They randomly assigned classes into an experimental and a conventional teaching group, or a control group that received no specific instruction. Both teaching treatments improve economic…

  20. Improving Students' Educational Experience by Harnessing Digital Technology: elgg in the ODL Environment

    ERIC Educational Resources Information Center

    Tung, Lai Cheng

    2013-01-01

    Given the rising popularity of both open and distance learning (ODL) and social networking tools, it seems logical to merge and harness these two popular technologies with the goal of improving student educational experience. The integration seems to hold tremendous promise for the open and distance learning mode. To reduce the gap in the…

  1. Liverpool's Discovery: A University Library Applies a New Search Tool to Improve the User Experience

    ERIC Educational Resources Information Center

    Kenney, Brian

    2011-01-01

    This article features the University of Liverpool's arts and humanities library, which applies a new search tool to improve the user experience. In nearly every way imaginable, the Sydney Jones Library and the Harold Cohen Library--the university's two libraries that serve science, engineering, and medical students--support the lives of their…

  2. "It's about Improving My Practice": The Learner Experience of Real-Time Coaching

    ERIC Educational Resources Information Center

    Sharplin, Erica J.; Stahl, Garth; Kehrwald, Ben

    2016-01-01

    This article reports on pre-service teachers' experience of the Real-Time Coaching model, an innovative technology-based approach to teacher training. The Real-Time Coaching model uses multiple feedback cycles via wireless technology to develop within pre-service teachers the specific skills and mindset toward continual improvement. Results of…

  3. Defining Continuous Improvement and Cost Minimization Possibilities through School Choice Experiments

    ERIC Educational Resources Information Center

    Merrifield, John

    2009-01-01

    Studies of existing best practices cannot determine whether the current "best" schooling practices could be even better, less costly, or more effective and/or improve at a faster rate, but we can discover a cost effective menu of schooling options and each item's minimum cost through market accountability experiments. This paper describes…

  4. Development of a Web-Enabled Learning Platform for Geospatial Laboratories: Improving the Undergraduate Learning Experience

    ERIC Educational Resources Information Center

    Mui, Amy B.; Nelson, Sarah; Huang, Bruce; He, Yuhong; Wilson, Kathi

    2015-01-01

    This paper describes a web-enabled learning platform providing remote access to geospatial software that extends the learning experience outside of the laboratory setting. The platform was piloted in two undergraduate courses, and includes a software server, a data server, and remote student users. The platform was designed to improve the quality…

  5. Tracking Perceived and Observed Growth of Inquiry Practice: A Formative Plan to Improve Professional Development Experiences

    ERIC Educational Resources Information Center

    Marshall, Jeff C.; Smart, Julie; Horton, Robert M.

    2011-01-01

    The authors worked with 22 middle school math and science teachers for one year with the goal of improving the quantity and quality of inquiry-based instruction implemented in the classroom. The professional development experience was framed by the 4E x 2 Instruction Model, which combines key components of inquiry instruction (Engage, Explore,…

  6. Electrolysis Performance Improvement Concept Study (EPICS) flight experiment phase C/D

    NASA Technical Reports Server (NTRS)

    Schubert, F. H.; Lee, M. G.

    1995-01-01

    The overall purpose of the Electrolysis Performance Improvement Concept Study flight experiment is to demonstrate and validate in a microgravity environment the Static Feed Electrolyzer concept as well as investigate the effect of microgravity on water electrolysis performance. The scope of the experiment includes variations in microstructural characteristics of electrodes and current densities in a static feed electrolysis cell configuration. The results of the flight experiment will be used to improve efficiency of the static feed electrolysis process and other electrochemical regenerative life support processes by reducing power and expanding the operational range. Specific technologies that will benefit include water electrolysis for propulsion, energy storage, life support, extravehicular activity, in-space manufacturing and in-space science in addition to other electrochemical regenerative life support technologies such as electrochemical carbon dioxide and oxygen separation, electrochemical oxygen compression and water vapor electrolysis. The Electrolysis Performance Improvement Concept Study flight experiment design incorporates two primary hardware assemblies: the Mechanical/Electrochemical Assembly and the Control/Monitor Instrumentation. The Mechanical/Electrochemical Assembly contains three separate integrated electrolysis cells along with supporting pressure and temperature control components. The Control/Monitor Instrumentation controls the operation of the experiment via the Mechanical/Electrochemical Assembly components and provides for monitoring and control of critical parameters and storage of experimental data.

  7. Application of text mining for customer evaluations in commercial banking

    NASA Astrophysics Data System (ADS)

    Tan, Jing; Du, Xiaojiang; Hao, Pengpeng; Wang, Yanbo J.

    2015-07-01

    Nowadays customer attrition is increasingly serious in commercial banks. To combat this problem roundly, mining customer evaluation texts is as important as mining customer structured data. In order to extract hidden information from customer evaluations, Textual Feature Selection, Classification and Association Rule Mining are necessary techniques. This paper presents all three techniques by using Chinese Word Segmentation, C5.0 and Apriori, and a set of experiments were run based on a collection of real textual data that includes 823 customer evaluations taken from a Chinese commercial bank. Results, consequent solutions, some advice for the commercial bank are given in this paper.

  8. Stratospheric controlled perturbation experiment: a small-scale experiment to improve understanding of the risks of solar geoengineering.

    PubMed

    Dykema, John A; Keith, David W; Anderson, James G; Weisenstein, Debra

    2014-12-28

    Although solar radiation management (SRM) through stratospheric aerosol methods has the potential to mitigate impacts of climate change, our current knowledge of stratospheric processes suggests that these methods may entail significant risks. In addition to the risks associated with current knowledge, the possibility of 'unknown unknowns' exists that could significantly alter the risk assessment relative to our current understanding. While laboratory experimentation can improve the current state of knowledge and atmospheric models can assess large-scale climate response, they cannot capture possible unknown chemistry or represent the full range of interactive atmospheric chemical physics. Small-scale, in situ experimentation under well-regulated circumstances can begin to remove some of these uncertainties. This experiment-provisionally titled the stratospheric controlled perturbation experiment-is under development and will only proceed with transparent and predominantly governmental funding and independent risk assessment. We describe the scientific and technical foundation for performing, under external oversight, small-scale experiments to quantify the risks posed by SRM to activation of halogen species and subsequent erosion of stratospheric ozone. The paper's scope includes selection of the measurement platform, relevant aspects of stratospheric meteorology, operational considerations and instrument design and engineering. PMID:25404681

  9. "This Is Malaysia. You Have to Follow the Custom Here": Narratives of the Student and Academic Experience in International Higher Education in Malaysia

    ERIC Educational Resources Information Center

    Trahar, Sheila

    2014-01-01

    An invitation to be a visiting academic at a Malaysian university provided me with rich opportunities to talk with international students and academics and to explore their experiences of learning and teaching in that context. The university had developed an internationalisation strategy and was positioning itself as an "education hub"…

  10. Improved understanding of geologic CO{sub 2} storage processes requires risk-driven field experiments

    SciTech Connect

    Oldenburg, C.M.

    2011-06-01

    The need for risk-driven field experiments for CO{sub 2} geologic storage processes to complement ongoing pilot-scale demonstrations is discussed. These risk-driven field experiments would be aimed at understanding the circumstances under which things can go wrong with a CO{sub 2} capture and storage (CCS) project and cause it to fail, as distinguished from accomplishing this end using demonstration and industrial scale sites. Such risk-driven tests would complement risk-assessment efforts that have already been carried out by providing opportunities to validate risk models. In addition to experimenting with high-risk scenarios, these controlled field experiments could help validate monitoring approaches to improve performance assessment and guide development of mitigation strategies.

  11. Improve Students' Awareness Of Linking The Experiment With Their Real Lives

    NASA Astrophysics Data System (ADS)

    Huntula, Jiradawan; Chitaree, Ratchapak

    2010-07-01

    We surveyed 218 science students' from a Thai University for their views about what should be done to improve the introductory physics laboratory course. One of their responses strongly recommended that the real life application contents to the experiment should be indicated in the physics laboratory direction. The inclusions should give them a clear reason how the thing they learn from the experiment can probably be used in their lives. From our survey, about 83% of students agreed that the laboratory instruction should include an example of real life situation. Therefore, our initial goal was to find an appropriate way to improve students' awareness of linking what they learn from the experiment with their real life experiences. In the first semester of 2008, the first trial of modified physics laboratory direction was carried out with 18 second year physics students. The additional contents of physics applications were introduced as the prolog of the physics laboratory direction. Four out of twelve experiment directions were prepared to include this additional introduction. From our interview as a mean to evaluate the proposal, only 11% of students could explain but their answers disagreed with the examples of real life situations given within the experiment direction. This result made us realized that this was not only the matter of having or not having the application messages but also the matter of putting the massages in the right place. In the second semester of 2008, the second trial was carried out. This time, the application contents were blended into the theoretical part which was found from our separate survey to be one of the most interesting parts for students. Again, four out of twelve experiment directions were prepared in this proposed style. The students' responses showed that about 40% of students could clearly describe the application message relevant to experiments given in the direction.

  12. Development and preliminary psychometric properties of the Care Experience Feedback Improvement Tool (CEFIT)

    PubMed Central

    Beattie, Michelle; Shepherd, Ashley; Lauder, William; Atherton, Iain; Cowie, Julie; Murphy, Douglas J

    2016-01-01

    Objective To develop a structurally valid and reliable, yet brief measure of patient experience of hospital quality of care, the Care Experience Feedback Improvement Tool (CEFIT). Also, to examine aspects of utility of CEFIT. Background Measuring quality improvement at the clinical interface has become a necessary component of healthcare measurement and improvement plans, but the effectiveness of measuring such complexity is dependent on the purpose and utility of the instrument used. Methods CEFIT was designed from a theoretical model, derived from the literature and a content validity index (CVI) procedure. A telephone population surveyed 802 eligible participants (healthcare experience within the previous 12 months) to complete CEFIT. Internal consistency reliability was tested using Cronbach's α. Principal component analysis was conducted to examine the factor structure and determine structural validity. Quality criteria were applied to judge aspects of utility. Results CVI found a statistically significant proportion of agreement between patient and practitioner experts for CEFIT construction. 802 eligible participants answered the CEFIT questions. Cronbach's α coefficient for internal consistency indicated high reliability (0.78). Interitem (question) total correlations (0.28–0.73) were used to establish the final instrument. Principal component analysis identified one factor accounting for 57.3% variance. Quality critique rated CEFIT as fair for content validity, excellent for structural validity, good for cost, poor for acceptability and good for educational impact. Conclusions CEFIT offers a brief yet structurally sound measure of patient experience of quality of care. The briefness of the 5-item instrument arguably offers high utility in practice. Further studies are needed to explore the utility of CEFIT to provide a robust basis for feedback to local clinical teams and drive quality improvement in the provision of care experience for patients

  13. Applicability of the ReproQ client experiences questionnaire for quality improvement in maternity care.

    PubMed

    Scheerhagen, Marisja; van Stel, Henk F; Tholhuijsen, Dominique J C; Birnie, Erwin; Franx, Arie; Bonsel, Gouke J

    2016-01-01

    Background. The ReproQuestionnaire (ReproQ) measures the client's experience with maternity care, following the WHO responsiveness model. In 2015, the ReproQ was appointed as national client experience questionnaire and will be added to the national list of indicators in maternity care. For using the ReproQ in quality improvement, the questionnaire should be able to identify best and worst practices. To achieve this, ReproQ should be reliable and able to identify relevant differences. Methods and Findings. We sent questionnaires to 17,867 women six weeks after labor (response 32%). Additionally, we invited 915 women for the retest (response 29%). Next we determined the test-retest reliability, the Minimally Important Difference (MID) and six known group comparisons, using two scorings methods: the percentage women with at least one negative experience and the mean score. The reliability for the percentage negative experience and mean score was both 'good' (Absolute agreement = 79%; intraclass correlation coefficient = 0.78). The MID was 11% for the percentage negative and 0.15 for the mean score. Application of the MIDs revealed relevant differences in women's experience with regard to professional continuity, setting continuity and having travel time. Conclusions. The measurement characteristics of the ReproQ support its use in quality improvement cycle. Test-retest reliability was good, and the observed minimal important difference allows for discrimination of good and poor performers, also at the level of specific features of performance. PMID:27478690

  14. Applicability of the ReproQ client experiences questionnaire for quality improvement in maternity care

    PubMed Central

    Scheerhagen, Marisja; Tholhuijsen, Dominique J.C.; Birnie, Erwin; Franx, Arie; Bonsel, Gouke J.

    2016-01-01

    Background. The ReproQuestionnaire (ReproQ) measures the client’s experience with maternity care, following the WHO responsiveness model. In 2015, the ReproQ was appointed as national client experience questionnaire and will be added to the national list of indicators in maternity care. For using the ReproQ in quality improvement, the questionnaire should be able to identify best and worst practices. To achieve this, ReproQ should be reliable and able to identify relevant differences. Methods and Findings. We sent questionnaires to 17,867 women six weeks after labor (response 32%). Additionally, we invited 915 women for the retest (response 29%). Next we determined the test–retest reliability, the Minimally Important Difference (MID) and six known group comparisons, using two scorings methods: the percentage women with at least one negative experience and the mean score. The reliability for the percentage negative experience and mean score was both ‘good’ (Absolute agreement = 79%; intraclass correlation coefficient = 0.78). The MID was 11% for the percentage negative and 0.15 for the mean score. Application of the MIDs revealed relevant differences in women’s experience with regard to professional continuity, setting continuity and having travel time. Conclusions. The measurement characteristics of the ReproQ support its use in quality improvement cycle. Test–retest reliability was good, and the observed minimal important difference allows for discrimination of good and poor performers, also at the level of specific features of performance. PMID:27478690

  15. Improving Trainees' Experience During The Implementation Of Out Of Hours' Rotas

    PubMed Central

    Garrett, Gareth; Cheema, Maheera

    2016-01-01

    During clinical induction for psychiatry at Camden and Islington NHS Foundation Trust, doctors covering out of hours rotas are expected to attend a meeting to finalise on call duties. The meeting aims to support doctors to utilise leave whilst ensuring patient safety. The meeting has being cited as being a negative experience for doctors. Attendees were asked to complete a questionnaire before and after the introduction of a new policy that would prepare doctors adequately and ensure the meeting runs smoothly. Post intervention, there was an improvement in the experience and satisfaction of doctors who attended. PMID:27158495

  16. I want products my own way, but which way? The effects of different product categories and cues on customer responses to Web-based customizations.

    PubMed

    Chang, Chia-Chi; Chen, Hui-Yun

    2009-02-01

    Mass customization is a strategy that has been adopted by companies to tailor their products in order to match customer needs more precisely. Therefore, to fully capture the value of mass customization, it is crucial to explore how customers react to mass customization. In previous studies, an implied premise has been that consumers are keen to embrace customized products, and this assumption has also been treated by firms as a prerequisite for successful mass customization strategies. However, an undesirable complexity may result from difficult configuration processes that may intimidate and confuse some customers. Hence, this study explores strategies that marketers can employ to facilitate the customization process. Specifically, this study investigates how to enhance customer satisfaction and purchase decision toward customized products by providing cues compatible with the product category. It is hypothesized that for search products, customers rely more on intrinsic cues when making configuration decisions. On the other hand, for experience products, customers perceive extrinsic cues to be more valuable in assisting them to make configuration decisions. The results suggest that consumers tend to respond more favorably toward customized search products when intrinsic cues are provided than when extrinsic or irrelevant ones are provided. In contrast, when customizing experience products, customers tend to depend more on extrinsic cues than on intrinsic or irrelevant ones. PMID:19113951

  17. Improving follow-up to newborn hearing screening: a learning-collaborative experience.

    PubMed

    Russ, Shirley A; Hanna, Doris; DesGeorges, Janet; Forsman, Irene

    2010-08-01

    Although approximately 95% of US newborns are now screened for hearing loss at birth, more than half of those who do not pass the screen lack a documented diagnosis. In an effort to improve the quality of the follow-up process, teams from 8 states participated in a breakthrough-series learning collaborative. Teams were trained in the Model for Improvement, a quality-improvement approach that entails setting clear aims, tracking results, identifying proven or promising change strategies, and the use of small-scale, rapid-cycle plan-do-study-act tests of these changes. Parents acted as equal partners with professionals in guiding system improvement. Teams identified promising change strategies including ensuring the correct identification of the primary care provider before discharge from the birthing hospital; obtaining a second contact number for each family before discharge; "scripting" the message given to families when an infant does not pass the initial screening test; and using a "roadmap for families" as a joint communication tool between parents and professionals to demonstrate each family's location on the "diagnostic journey." A learning-collaborative approach to quality improvement can be applied at a state-system level. Participants reported that the collaborative experience allowed them to move beyond a focus on improving their own service to improving connections between services and viewing themselves as part of a larger system of care. Ongoing quality-improvement efforts will require refinement of measures used to assess improvement, development of valid indicators of system performance, and an active role for families at all levels of system improvement. PMID:20679321

  18. A 16 channel frequency-domain-modulation readout system with custom superconducting LC filters for the SWIPE instrument of the balloon-borne LSPE experiment

    NASA Astrophysics Data System (ADS)

    Signorelli, G.; Baldini, A. M.; Bemporad, C.; Biasotti, M.; Cei, F.; Ceriale, V.; Corsini, D.; Fontanelli, F.; Galli, L.; Gallucci, G.; Gatti, F.; Incagli, M.; Grassi, M.; Nicolò, D.; Spinella, F.; Vaccaro, D.; Venturini, M.

    2016-07-01

    We present the design, implementation and first tests of the superconducting LC filters for the frequency domain readout of spiderweb TES bolometers of the SWIPE experiment on the balloon-borne LSPE mission which aims at measuring the linear polarization of the Cosmic Microwave Background at large angular scales to find the imprint of inflation on the B-mode CMB polarization. LC filters are designed, produced and tested at the INFN sections of Pisa and Genoa where thin film deposition and cryogenic test facilities are present, and where also the TES spiderweb bolometers are being produced.

  19. Creativity and innovation by empowering the customer: The case of Mulino Bianco. Part II: The digital customer value added

    NASA Astrophysics Data System (ADS)

    Bujor, A.; Avasilcăi, S.

    2015-11-01

    The terms of creativity, co-creation, creative industries, innovation, and coinnovation are more and more used nowadays. While co-creation offers the possibility and encourages a more active involvement from the customers to create value rich experiences, innovation is responsible for the little improvements made for a better life, to grow a business, to improve products, services or company's productivity. Either customers, current and potential, or stakeholders’ involvement into innovation activities, through their creativity, represent an important way of value creation, of actions’ performance that increases the worth of goods, services, or business as a whole. More and more, different size businesses gather ideas for innovation from customers / stakeholders by involving them into the early stages of the innovation process. Actually, it has been shown that their ideas sketch their needs and wishes, and have been described as “need information”. Customers and stakeholders, in general, also offer ideas that have been called “solution information”, which represents, not only need information, but also customer-based proposals that describe how ideas can be transformed into marketable products. The term of creative industries refers to those goods that can technically be reproduced, industrially produced, and commercially sold, this being one of the many definitions found in the literature. Mulino Bianco was first launched in Italy, being one of the value brands of Barilla Group, which we can say, according to the Italian definition and classification, it belongs to creative industries: industry of food and taste. Even though Barilla Group's Research & Development department does its job very efficiently, developing and creating new products under different brands, lately a key strategy for the Group and for Mulino Bianco, by default, is customers’ pro-active involvement in products’ development or creation. One of the tools used for this is the

  20. Simulated and Virtual Science Laboratory Experiments: Improving Critical Thinking and Higher-Order Learning Skills

    NASA Astrophysics Data System (ADS)

    Simon, Nicole A.

    Virtual laboratory experiments using interactive computer simulations are not being employed as viable alternatives to laboratory science curriculum at extensive enough rates within higher education. Rote traditional lab experiments are currently the norm and are not addressing inquiry, Critical Thinking, and cognition throughout the laboratory experience, linking with educational technologies (Pyatt & Sims, 2007; 2011; Trundle & Bell, 2010). A causal-comparative quantitative study was conducted with 150 learners enrolled at a two-year community college, to determine the effects of simulation laboratory experiments on Higher-Order Learning, Critical Thinking Skills, and Cognitive Load. The treatment population used simulated experiments, while the non-treatment sections performed traditional expository experiments. A comparison was made using the Revised Two-Factor Study Process survey, Motivated Strategies for Learning Questionnaire, and the Scientific Attitude Inventory survey, using a Repeated Measures ANOVA test for treatment or non-treatment. A main effect of simulated laboratory experiments was found for both Higher-Order Learning, [F (1, 148) = 30.32,p = 0.00, eta2 = 0.12] and Critical Thinking Skills, [F (1, 148) = 14.64,p = 0.00, eta 2 = 0.17] such that simulations showed greater increases than traditional experiments. Post-lab treatment group self-reports indicated increased marginal means (+4.86) in Higher-Order Learning and Critical Thinking Skills, compared to the non-treatment group (+4.71). Simulations also improved the scientific skills and mastery of basic scientific subject matter. It is recommended that additional research recognize that learners' Critical Thinking Skills change due to different instructional methodologies that occur throughout a semester.

  1. Customer Service in Alaska.

    ERIC Educational Resources Information Center

    Ogliore, Judy

    1997-01-01

    Examines how the child support enforcement program in Alaska has responded to the challenges of distance, weather, and cultural differences through training representatives, making waiting areas more comfortable, conducting random customer evaluation of services, establishing travel hubs in regional offices and meeting with community leaders and…

  2. Customized hazard maps

    NASA Astrophysics Data System (ADS)

    Showstack, Randy

    Finding out about the historic occurrence of six different types of natural hazards in any region in the United States recently became a little easier.A Project Impact initiative of the Federal Emergency Management Agency (FEMA) and ESRI—a leading provider of Geographic Information System (GIS) software and a Project Impact partner—offers the public customized online hazard maps.

  3. Chinese Festivals and Customs.

    ERIC Educational Resources Information Center

    Green, Sandra Aili

    Traditional festivals and customs of the Chinese people are described in this publication which can be used with secondary level students. In the margins of the text are numbers which indicate slides and cultural objects that relate to the text. The text, however, can be used without the slides and objects. The following festivals are described:…

  4. Students as Customers?

    ERIC Educational Resources Information Center

    Cuthbert, Rob

    2010-01-01

    The idea that students might be treated as customers triggers academics' antipathy, which in turn can lead to managerial irritation and political frustration. There are different discourses which barely overlap as their protagonists speak past one another. This article argues that these differences can be reconciled by re-conceiving the…

  5. Chippewa Customs. Reprint Edition.

    ERIC Educational Resources Information Center

    Densmore, Frances

    Using information obtained between 1907 and 1925 from members of the Chippewa tribe, the Bureau of American Ethnology, and the United States National Museum, the book describes various Chippewa customs. Information, collected on six reservations in Minnesota and Wisconsin and the Manitou Rapids Reserve in Ontario, Canada, is provided concerning…

  6. Customer requirements process

    NASA Technical Reports Server (NTRS)

    Russell, Yvonne; Falsetti, Christine M.

    1991-01-01

    Customer requirements are presented through three viewgraphs. One graph presents the range of services, which include requirements management, network engineering, operations, and applications support. Another viewgraph presents the project planning process. The third viewgraph presents the programs and/or projects actively supported including life sciences, earth science and applications, solar system exploration, shuttle flight engineering, microgravity science, space physics, and astrophysics.

  7. Custom uniform source system

    NASA Technical Reports Server (NTRS)

    Balcom, John L.

    1994-01-01

    The purpose and scope of this final report is to provide information on the Custom Uniform Source System (CSTM-USS-4000). The report includes documentation and summaries of the results for the work performed under the contract. The Annex contain laboratory test findings, photographs, and drawings of the sphere system.

  8. Family Customs and Traditions.

    ERIC Educational Resources Information Center

    MacGregor, Cynthia

    Recognizing the importance of maintaining open communication with immediate and extended family members, this book provides a compilation of ideas for family traditions and customs that are grounded in compassion and human kindness. The traditions were gathered from families in the United States and Canada who responded to advertisements in…

  9. Customer-focused planning: Demonstration project summaries. Final report

    SciTech Connect

    George, S.S.

    1992-12-01

    To succeed in the increasingly competitive and dynamic markets in which they operate, electric utilities are focusing ever greater attention on understanding and meeting customer needs. EPRI`s Customer Focused Planning (CFP) project was established to develop concepts and tools that will help utilities enhance their commitment to customer service. The project team conducted a series of interviews and meetings with participating utilities to collaboratively implement crucial steps in the CFP process. Although there is no unique set of tools or single management approach for improving product and service delivery, customer-focused companies have at least five ideals in common. They (1) define goals and objectives in concrete terms, (2) extend the planning boundaries of the organization to include all members of the energy services infrastructure, (3) painstakingly link functional activities directly to customer needs, (4) incorporate the customer`s voice in new product/ service design, and (5) align performance measures with customer needs. In addition, customer-focused companies use a variety of methods to improve customer satisfaction and company performance. These methods include conducting market research, developing market processes such as demand-side management contracting or bidding to reveal customer preferences, and involving customers more directly in the planning process. This report summarizes two brief demonstration projects conducted as part of EPRI`s CFP project, one at Commonwealth Edison Company (CECo) and one at PSI Energy. The CECo project emphasized developing customer-focused performance measures for telephone inquiries. The PSI Energy project involved a one-day workshop underscoring two important CFP elements-understanding customer wants and explicitly linking those wants to utility activities.

  10. Smart customers, dumb companies.

    PubMed

    Locke, C

    2000-01-01

    Customers today are being bombarded with an overwhelming array of choices. To alleviate customer frustration, say Steven Cristol and Peter Sealey in Simplicity Marketing, companies should stop creating new brands and product extensions. Better to consolidate product and service functions by following a four R approach: replace, repackage, reposition, and replenish. That's an outmoded, dictatorial view of markets, says Christopher Locke. Far from being stymied by choices, customers are rapidly becoming smarter than the companies that pretend to serve them. In this networked economy, people are talking among themselves, and that changes everything. Locke predicts we'll see a growing number of well-defined micromarkets--groups of customers converging in real time around entertaining and knowledgeable voices--such as NPR's car guys and the Motley Fool investment site. "Micromedia" Web sites will replace traditional advertising because they'll provide credible user-supplied news about products and services. Locke contends that an open exchange of information solves the "problem" of choice much better than manipulative strategies like simplicity or even permission marketing. Companies can participate in micromarkets through what Locke dubs "gonzo marketing." If Ford, for example, discovers that a subset of its employees are organic gardeners, it may offer support to a big independent organic-gardening Web site with donations and employee volunteers. This marketing effort would be driven not by advertising managers but by people with genuine interest in each micromarket, so it would have credibility with customers. With gonzo marketing, both companies and their markets will benefit. PMID:11184973