St. Clair, Guy
Information services managers have a responsibility to provide the best information delivery possible. The basic principles of total quality management can be used by information professionals to help justify library funding through the creation of an environment where customer-patron satisfaction is paramount. This book reveals how to apply the…
Discusses serving library-patron needs in terms of customer service and quality control. Highlights include tools for measuring the quality of service (e.g., the SERVQUAL survey), advisory boards or focus groups, library "service statements," changing patron needs, new information formats, and justifying depository library services. (JAK)
Erwin, James; Eberline, Carl; Colquitt, Wanda
Today we are in the midst of information and 'total quality' revolutions. At the NASA STI Program's Center for AeroSpace Information (CASI), we are focused on using continuous improvements techniques to enrich today's services and products and to ensure that tomorrow's technology supports the TQM-based improvement of future STI program products and services. The Continuous Improvements Program at CASI is the foundation for Total Quality Management in products and services. The focus is customer-driven; its goal, to identify processes and procedures that can be improved and new technologies that can be integrated with the processes to gain efficiencies, provide effectiveness, and promote customer satisfaction. This Program seeks to establish quality through an iterative defect prevention approach that is based on the incorporation of standards and measurements into the processing cycle.
Erwin, James; Eberline, Carl; Colquitt, Wanda
Today we are in the midst of information and 'total quality' revolutions. At the NASA STI Program's Center for AeroSpace Information (CASI), we are focused on using continuous improvements techniques to enrich today's services and products and to ensure that tomorrow's technology supports the TQM-based improvement of future STI program products and services. The Continuous Improvements Program at CASI is the foundation for Total Quality Management in products and services. The focus is customer-driven; its goal, to identify processes and procedures that can be improved and new technologies that can be integrated with the processes to gain efficiencies, provide effectiveness, and promote customer satisfaction. This Program seeks to establish quality through an iterative defect prevention approach that is based on the incorporation of standards and measurements into the processing cycle. Four projects are described that utilize cross-functional, problem-solving teams for identifying requirements and defining tasks and task standards, management participation, attention to critical processes, and measurable long-term goals. The implementation of these projects provides the customer with measurably improved access to information that is provided through several channels: the NASA STI Database, document requests for microfiche and hardcopy, and the Centralized Help Desk.
Dynamic chaining of geographic information services (geo-services) is gaining popularity as a new paradigm for evolving flexible geo-information systems and for providing on-demand access to geo-information. In dynamic chaining, disparate geo-services are discovered and composed at run time to yield more elaborate functionality and create value-added geo-information. Common approaches to service chaining discover and compose disparate geo-services based on the functional capability of individual geo-services. The primary concern of common approaches is thus the emergent behavior of the resulting composite geo-service. However, as geo-services become mundane and take on a greater and more strategic role in mission critical processes, deliverable quality of service (QoS) becomes an important concern. QoS concerns operational characteristics of a service that determine its utility in an application context. To address pertinent QoS requirements, a new approach to service chaining becomes necessary. In this paper we propose a QoS-aware chaining approach in which geo-services are discovered, composed and executed considering both functional and QoS requirements. We prescribe a QoS management framework that defines fundamental principles, concepts and mechanisms which can be applied to evolve an effective distributed computing platform for QoS-aware chaining of geo-services - the so-called geo-service infrastructure. The paper also defines an extensible QoS model for services delivered by dynamic compositions of geo-services. The process of orthophoto generation is used to demonstrate the applicability of the prescribed framework to service-oriented geographic information processing.
Albanese, Andres; Siemsgluess, Stephan; Wolfinger, Bernd E.
Applications rely on network transmission services like dedicated ISDN or ATM to provide QoS guarantees for audio and video multimedia data in reasonable quality. This paper describes information dispersal as an alternative method to introduce robustness in error-sensitive and time-constrained when they use best-effort networks like the global Internet. We developed an experimental IP telephony application where the source audio stream is split and passed simultaneously to multiple, different Internet Service Providers. Before sending, the stream is protected with redundant data against eventual losses by an erasure-resilient FEC scheme utilizing a maximum distance separable code. This method assumes that routing paths are mutually independent. Extensive measurements were taken for voice transmission between two computers located on different continents and connected over the public Internet by using four different ISPs. The results show the increased robustness of the generated stream against uncorrelated burst delays and loses. It takes advantage of sharing the original and redundant data among all available connections.
... on the following collection of information was published on April 16, 2010 (75 FR 21716). DATES... Research & Innovative Technology Administration Agency Information Collection; Activity Under OMB Review; Airline Service Quality Performance--Part 234 AGENCY: Research & Innovative Technology...
Background No previous studies have addressed the integrated relationships among system quality, service quality, job satisfaction, and system performance; this study attempts to bridge such a gap with evidence-based practice study. Methods The convenience sampling method was applied to the information system users of three hospitals in southern Taiwan. A total of 500 copies of questionnaires were distributed, and 283 returned copies were valid, suggesting a valid response rate of 56.6%. SPSS 17.0 and AMOS 17.0 (structural equation modeling) statistical software packages were used for data analysis and processing. Results The findings are as follows: System quality has a positive influence on service quality (γ11= 0.55), job satisfaction (γ21= 0.32), and system performance (γ31= 0.47). Service quality (β31= 0.38) and job satisfaction (β32= 0.46) will positively influence system performance. Conclusions It is thus recommended that the information office of hospitals and developers take enhancement of service quality and user satisfaction into consideration in addition to placing b on system quality and information quality when designing, developing, or purchasing an information system, in order to improve benefits and gain more achievements generated by hospital information systems. PMID:23171394
Newspaper librarians discussed the public use of their newspapers' libraries. Policies run the gamut from well-staffed public information services, within or outside the newspaper library, to no service at all to those outside the staff of the paper. Problems of dealing with tax and law enforcement agencies were covered, as well as cooperative…
Turnpenny, Agnes; Beadle-Brown, Julie
User choice and personalisation have been at the centre of health and social care policies in many countries. Exercising choice can be especially challenging for people with long-term conditions (LTC) or disabilities. Information about the quality, cost and availability of services is central to user choice. This study used systematic review methods to synthesise evidence in three main areas: (i) how people with LTC or disabilities and their family carers find and access information about the quality of services; (ii) how quality information is used in decision-making; and (iii) what type of quality information is most useful. Quality information was defined broadly and could include formal quality reports (e.g. inspection reports, report cards, etc.), information about the characteristics of a service or provider (e.g. number and qualifications of staff, facilities, etc.) and informal reports about quality (e.g. personal experience, etc.). Literature searches were carried out using electronic databases in January 2012. Thirteen papers reporting findings from empirical studies published between 2001 and 2012 were included in the review. The majority of papers (n = 9) had a qualitative design. The analysis highlighted the use of multiple sources of information in decision-making about services and in particular the importance of informal sources and extended social networks in accessing information. There is limited awareness and use of 'official' and online information sources. Service users or family carers place greater emphasis on general information and structural indicators. Clinical or quality-of-life outcomes are often difficult to interpret and apply. Trust emerged a key issue in relation to quality information. Experiential and subjective information is highly valued and trusted. Various barriers to the effective use of quality information in making choices about services are identified. Implications for policy and future research are discussed. PMID
Melo, Oscar Alfredo
This study is an enquiry about the role that service quality, asymmetric information, scope of regulation and regulator's preferences play in the regulation of monopolies, with an application to the case of the Chilean electricity distribution industry. In Chapter 1, I present the problem of regulating a monopolist and introduce the special conditions that the electricity sector has. Later I discuss the main characteristics of the electricity system that operates in Chile. The literature on regulation is reviewed in Chapter 2. A special emphasis is given to the problems of quality and information, and the lack of its proper joint treatment. In Chapter 3, I develop four theoretical models of regulation that explicitly consider the regulation of price and quality versus price-only regulation, and a symmetric versus asymmetric information structure where only the regulator knows its true costs. In these models, I also consider the effect of a regulator that may have a preference between consumers and the regulated monopolistic firms. I conclude that with symmetric information and independent of the scope of regulation, having a regulator that prefers consumers or producers does not affect the efficiency of the outcome. I also show that the regulator's inability to set quality, thus regulating only price, leads to an inefficient outcome, away from the first best solution that can be achieved by regulating both price and quality, even with asymmetric information, as long as the regulator does not have a "biased" preference for consumers or the monopolistic producers. If the regulator has a "bias," then the equilibrium will be inefficient with asymmetric information. But the effect on equilibrium price and quality depends on the direction of the effect of quality on the marginal effect of price in demand. More importantly, no closed-form solution can be derived unless drastic simplifications are made. To further investigate the outcome of the models, I use numerical
van Halm, Johan
To compete effectively, information brokers need to adopt management and marketing tools; Total Quality Management can upgrade an organization's performance by using customer feedback of its services. SERVQUAL identifies gaps in service by assessing quality expectations versus quality experiences. (AEF)
The continuous increase in the complexity and the heterogeneity of corporate and healthcare telecommunications infrastructures will require new assessment methods of quality of service (QoS) provision that are capable of addressing all engineering and social issues with much faster speeds. Speed and accessibility to any information at any time from anywhere will create global communications infrastructures with great performance bottlenecks that may put in danger human lives, power supplies, national economy and security. Regardless of the technology supporting the information flows, the final verdict on the QoS is made by the end user. The users' perception of telecommunications' network infrastructure QoS provision is critical to the successful business management operation of any organization. As a result, it is essential to assess the QoS Provision in the light of user's perception. This article presents a cost effective methodology to assess the user's perception of quality of service provision utilizing the existing Staffordshire University Network (SUN) by adding a component of measurement to the existing model presented by Walker. This paper presents the real examples of CISCO Networking Solutions for Health Care givers and offers a cost effective approach to assess the QoS provision within the campus network, which could be easily adapted to any health care organization or campus network in the world. PMID:16137920
Lee, Seon Ah
The purpose of this study was to develop a tool to evaluate the quality of a clinical information system (CIS) conceived by nurses and conduct a pilot test with the developed tool as an initial assessment. CIS quality is required for successful implementation in information technology (IT) environments. The study started with the realization that…
During the spring semester of 1987, the University of Arizona implemented an experimental information desk as a means of improving the quality of service to patrons by relieving congestion at the reference desk. Services at this desk, which was staffed by reference personnel during the first phase of the project, included serving as the initial…
Müller-Mundt, G; Schulz, B; Höhmann, U
The increasing care needs of the elderly and chronically ill have a growing impact on health care services. With complex needs to meet, the patient's quality of life depends on multiple factors, of which the continuity of care plays an important role. Information on the past and present health state and on self care resources are prerequisites for adequate rehabilitation efforts that are patient-oriented and of high quality. Institutionally induced "cascade episodes of incompetence" (Ulmer & Saller, 1994) have to be avoided. To make sure that interventions promote or stabilize the quality of life, the participation of the client is crucial in all stages of the process of care planning and coordination. Integrated care requires the exchange of information and close coordination on the concept of care between all participants in the care process. Yet, collaborative care is often seriously jeopardized by lack of knowledge about the concepts, scope of action and requests of the involved health professionals and services. At the Agnes Karll Institute of Nursing Research an action research project aiming at cooperative quality assurance was carried out. It became obvious that there is a large amount of intersectoral knowledge necessarily needed by all professionals and services to ensure seamless professional care. But often they have no access to the information needed. Therefore a client's accompanying booklet was developed to pass on basic information. It is kept by the client and shall be used and filled out by them, their relatives and the different health professionals and health care services involved. PMID:9775922
Batagan, Lorena; Pocovnicu, Adrian; Capisizu, Sergiu
A characteristic of today's society is the increasing use of modern information and communication technologies in all areas. Computer applications, called e-services, are being developed to provide efficient access to services, electronically. Quality management systems are needed to provide a consistent way to select, evaluate, prioritize and…
The following four papers focus on the topic of evaluating Internet information services: "Some Evaluation Criteria To Assess Internet Information Services" (Carmel Galvin); "The Teacher Librarian's Role as Evaluator of Internet Information Services" (Pru Mitchell); "How Students Evaluate Internet Information Services" (Ross Todd); and "Internet…
Rea, Anne W; Davis, Christine; Evans, David A; Heninger, Brian T; Van Houtven, George
The ecosystem services (ES) framework provides a link between changes in a natural system's structure and function and public welfare. This systematic integration of ecology and economics allows for more consistency and transparency in environmental decision making by enabling valuation of nature's goods and services in a manner that is understood by the public. This policy analysis (1) assesses the utility of the ES conceptual framework in the context of setting a secondary National Ambient Air Quality Standard (NAAQS), (2) describes how economic valuation was used to summarize changes in ES affected by NOx and SOx in the review, and (3) uses the secondary NOxSOx NAAQS review as a case study to highlight the advantages and challenges of quantifying air pollutant effects on ES in a decision making context. Using an ES framework can benefit the decision making process by accounting for environmental, ecological, and social elements in a holistic manner. As formal quantitative linkages are developed between ecosystem structure and function and ES, this framework will increasingly allow for a clearer, more transparent link between changes in air quality and public welfare. PMID:22594541
Strub, Richard; Lynnes, Christopher; Hearty, Thomas; Won, Young-In; Fox, Peter; Zednik, Stephan
A report describes the Data Quality Screening Service (DQSS), which is designed to help automate the filtering of remote sensing data on behalf of science users. Whereas this process often involves much research through quality documents followed by laborious coding, the DQSS is a Web Service that provides data users with data pre-filtered to their particular criteria, while at the same time guiding the user with filtering recommendations of the cognizant data experts. The DQSS design is based on a formal semantic Web ontology that describes data fields and the quality fields for applying quality control within a data product. The accompanying code base handles several remote sensing datasets and quality control schemes for data products stored in Hierarchical Data Format (HDF), a common format for NASA remote sensing data. Together, the ontology and code support a variety of quality control schemes through the implementation of the Boolean expression with simple, reusable conditional expressions as operands. Additional datasets are added to the DQSS simply by registering instances in the ontology if they follow a quality scheme that is already modeled in the ontology. New quality schemes are added by extending the ontology and adding code for each new scheme.
Kao, Hao-Yun; Wu, Wen-Hsiung; Liang, Tyng-Yeu; Lee, King-The; Hou, Ming-Feng; Shi, Hon-Yi
usability testing, the five constructs were rated on a Likert scale from 1–7 as follows: system usefulness (5.6±1.8), ease of use (5.6±1.5), information quality (5.4±1.4), interface quality (5.5±1.4), and overall satisfaction (5.5±1.6). Conclusions The current trend in clinical medicine is applying therapies and interventions that improve QOL. Therefore, a potentially vast amount of internet-based QOL data is available for use in defining patient populations that may benefit from therapeutic intervention. Additionally, before undergoing breast conserving surgery, patients should be advised that their postoperative QOL depends not only on the success of the surgery, but also on their preoperative functional status. PMID:26422018
... (see 76 FR 41726). The proposed rule would require carriers to report, (1) the number of mishandled... service that larger air carriers are providing the flying public. The Federal Aviation Administration...
The ecosystem services (ES) framework provides a link between changes in a natural system’s structure and function and public welfare. This systematic integration of ecology and economics allows for more consistency and transparency in environmental decision making by enab...
... (RITA), Bureau of Transportation Statistics (BTS), DOT. ACTION: Notice. SUMMARY: In compliance with the... INFORMATION CONTACT: Bernie Stankus, Office of Airline Information, RTS-42, Room E36-303, RITA, BTS, 1200 New... Performance--Part 234. Form No.: BTS Form 234. Type of Review: Extension of a currently approved...
... on the following collection of information was published on March 27, 2012 (77 FR 18306). There were..., DC, on May 31, 2012. Patricia Hu, Director, Bureau of Transportation Statistics, Research...
Ellicott, Michael A.; Conard, Rodney J.
Recent experiences of manufacturing and commercial service industries provide insights to college facilities managers for combining downsizing with quality improvement. The Service Excellence Model emphasizes creation of shared responsibility, focus on core service processes, empowerment of cross-functional process-improvement teams, performance…
Attempts made to design and extend space system capabilities are reported. Special attention was given to establishing user needs for information or services which might be provided by space systems. Data given do not attempt to detail scientific, technical, or economic bases for the needs expressed by the users.
Context A recent concern and topic of many publications in the last three years has been the quality of health information and services for the public on the Internet. Objectives To identify and summarize studies published in the peer-reviewed literature evaluating the quality of information and services for consumers on the Internet, including information published on web sites, information on newsgroups and mailing lists and other venues such as email contacts with doctors, as well as studies evaluating the quality of ehealth services such as cyberdoctors and cyberpharmacies. Data Sources MEDLINE and PREMEDLINE (1966 - May 2000), Science Citation Index (1992-May 2000), Social Sciences Citation Index (1992- May 2000), Arts and Humanities Citation Index (1992-May 2000) and a personal bibliographic database. Study Selection We included empirical studies where investigators searched the Internet systematically for specific health information or clearly define a set of specific services to be included, evaluated the quality of information or services found, and reported quantitative data. Data Extraction Study characteristics, medical domain, search strategies used, quality criteria and methodology of quality assessment, results (number of sites rated as sufficient pertaining to a quality), quality and rigor of study methodology and reporting. Data Synthesis A total of 41 studies met the inclusion criteria, dealing either with content of websites, information on e-commerce sites, quality of online-care or community venues. A) Content: 29 evaluated information on websites, of those 5 evaluated information on websites from the field of pediatrics, 3 from oncology, 3 pharmacology information, 2 nutrition information, 4 general clinical information and 12 specific information from other clinical disciplines. Studies varied widely in methodology, quality and results. Among the 29 studies dealing with quality of health information on websites, one study evaluated the
Smith, Gareth; Smith, Alison; Clarke, Alison
Purpose: The purpose of the study is to report on an in-depth exploration of service quality in an Information Technology service department in a Higher Education Institute (HEI) and to evaluate the instrument used. Design/methodology/approach: The study surveys customers using the SERVQUAL instrument, which is one of the most widely used and…
Pinto, Maria; Fernandez-Marcial, Viviana; Gomez-Camarero, Carmen
This research explores the extent of service quality in Spanish university science and technology libraries, based on the expectations and perceptions of their users: faculty and researchers. Users' information behavior is analyzed with the specially designed BiQual tool, which reveals specific needs such as the greater importance of electronic…
MOSADEGHRAD, Ali Mohammad
Abstract Background A better understanding of factors influencing quality of medical service can pinpoint better strategies for quality assurance in medical services. This study aimed to identify factors affecting the quality of medical services provided by Iranian physicians. Methods Exploratory in-depth individual interviews were conducted with sixty-four physicians working in various medical institutions in Iran. Results Individual, organizational and environmental factors enhance or inhibit the quality of medical services. Quality of medical services depends on the personal factors of the physician and patient, and factors pertaining to the healthcare setting and the broader environment. Conclusion Differences in internal and external factors such as availability of resources, patient cooperation and collaboration among providers affect the quality of medical services and patient outcomes. Supportive leadership, proper planning, education and training and effective management of resources and processes improve the quality of medical services. This article contributes to healthcare theory and practice by developing a conceptual framework for understanding factors that influence medical services quality. PMID:26060745
Noble Burak, Deborah
Educational institutions, especially community colleges, are facing challenges to provide accessible, affordable, and quality learning opportunities to a growing number of both traditional and nontraditional students. Enterprise resource planning (ERP) systems facilitate institutional operations and provide an integrated platform for information…
Discussion of the assessment of the quality of library reference service focuses on four aspects of service interaction: user needs and expectations, staff behavior and communication skills, the reference environment, and staff morale and workload. Measurement techniques for each aspect are also described. (Contains 36 references.) (LRW)
Hernon, Peter; Nitecki, Danuta A.; Altman, Ellen
Reviews the literature of library and information science to examine issues related to service quality and customer satisfaction in academic libraries. Discusses assessment, the application of a business model to higher education, a multiple constituency approach, decision areas regarding service quality, resistance to service quality, and future…
Helping You Identify Quality Laboratory Services Selecting quality health care services for yourself, a relative or friend requires special thought and attention. The Joint Commission has prepared ...
Congress passed the Nuclear Waste Policy Act of 1982 (NWPA) and its amendments establishing the national policy for safely storing, transporting and disposing of spent nuclear fuel and high-level radioactive waste in a geologic repository. This legislation created the Office of Civilian Radioactive Waste Management (OCRWM) within the US Department of Energy (DOE) to develop an integrated system for the safe and efficient disposal of high-level radioactive waste. The NWPA, as amended, directs DOE to study in detail the Yucca Mountain site in Nevada as the only candidate site for the Nation`s geologic repository. This Information Services Directory is intended to facilitate dissemination of information. The Directory is produced by the Education and Information Division of OCRWM`s Office of External Relations and will be updated periodically. This is the third such update since its issuance in August 1986. It is a reference document that lists the sources of program information available to states, Indian tribes, and the public.
Congress passed the Nuclear Waste Policy Act of 1982 (NWPA) and its amendments establishing the National policy for safely storing, transporting and disposing of spent nuclear fuel and high-level radioactive waste in a geologic repository. This legislation created the Office of Civilian Radioactive Waste Management (OCRWM) within the US Department of Energy (DOE) to develop an integrated system for the safe and efficient disposal of high-level radioactive waste. The NWPA, as amended, directs DOE to study in detail the Yucca Mountain site in Nevada as the only candidate site for the Nation`s geologic repository. In Nevada, the DOE/OCRWM Yucca Mountain Site Characterization Project Office (YMPO) manages scientific investigations to determine the suitability of Yucca Mountain for effectively isolating radioactive waste from the public and the environment. This Information Services Directory is intended to facilitate dissemination of information. The Directory is produced by the Education and Information Division of OCRWM`s Office of External Relations and will be updated periodically. This is the third such update since its issuance in August 1986. It is a reference document that lists the sources of program information available to States, Indian Tribes and the public.
Over the last few years, governments and other organizations have been using new technologies to create networked Information Locator Services that help people find information resources. These services not only enhance access to information, but also are designed to support fundamental information policy principles. This article relates experiences in developing and promoting services interoperable with the Global Information Locator Service standard that has now been adopted and promoted in many forums worldwide. The article describes sample implementations and touches on the strategic choices made in public policy, standards, and technology. Ten recommendations are offered for successful implementation of an Information Locator Service. Published by Elsevier Science Ltd. All rights reserved.
Zhu, Yeping; Zhao, Jing; Liu, Shengping; E, Yue
The bee products quality monitoring and tracing information service platform was researched and developed. This paper describes the design concept and critical technologies for the construction of the bee products quality monitoring and tracing information service platform. The system has functions of remote information collection, production-purchase-processing automatic coding, bar code generation and identification, product quality tracking and tracing, information release, origin evaluation, market prediction, and analysis based on Geographic Information System (GIS), providing information technology(IT) tools for bee products quality safety control and quality tracing in China.
Mosadeghrad, Ali Mohammad
Background: The main purpose of this study was to identify factors that influence healthcare quality in the Iranian context. Methods: Exploratory in-depth individual and focus group interviews were conducted with 222 healthcare stakeholders including healthcare providers, managers, policy-makers, and payers to identify factors affecting the quality of healthcare services provided in Iranian healthcare organisations. Results: Quality in healthcare is a production of cooperation between the patient and the healthcare provider in a supportive environment. Personal factors of the provider and the patient, and factors pertaining to the healthcare organisation, healthcare system, and the broader environment affect healthcare service quality. Healthcare quality can be improved by supportive visionary leadership, proper planning, education and training, availability of resources, effective management of resources, employees and processes, and collaboration and cooperation among providers. Conclusion: This article contributes to healthcare theory and practice by developing a conceptual framework that provides policy-makers and managers a practical understanding of factors that affect healthcare service quality. PMID:25114946
This news brief discusses population growth and achievements in family planning in one of China's most economically developed provinces, Jiangsu. During the Five-Year Plan of 1991-95, population growth was controlled sufficiently to result in 300,000 births averted due to improvement in family planning. Provincial leaders and family planning workers agree that modernization may be achieved by the year 2000 by shifting the emphasis of family planning to economic development. The provincial government plans to offer a comprehensive package of contraceptive and reproductive health services to women of childbearing age. An information management system is planned for Taicang City. The aim is to show underdeveloped areas of the province the successful family planning experiences in Yancheng City. The Jiangsu government has a standardized management system that allows for the delivery of information and technical services and an improved supply of contraceptives. Over 95% of towns and service rooms had family planning service stations and population schools in 1995. Over 60% of villages had branch schools that provided family planning information and services. A public media campaign is planned that would spread information on childbirth, contraception, and reproductive health. This system would link IEC between the province, counties, and townships and facilitate delivery of services. Each county must establish an information management system for population and family planning. PMID:12347496
Angell, Robert J.; Heffernan, Troy W.; Megicks, Phil
Purpose: Measuring service quality in higher education is increasingly important for attracting and retaining tuition-based revenues. Nonetheless, whilst undergraduates have received substantial academic exposure, postgraduate-based research has been scant. Consequently, the objectives of this paper are threefold: first, to identify the service…
Jones, Rebecca; Dysart, Jane
Discusses innovative information services, including new services and the redesign of existing services. Describes the development process, including assessing the market and developing a marketing plan; and explains the implementation process, including monitoring client satisfaction and quality control. (LRW)
Adams, Sharon; And Others
Based on information provided primarily by two existing state-based information services, this handbook presents a clear, practical look at possible activities, procedures, and requirements of search services for educators. Descriptions of the two services that serve as models--Oklahoma's Sooner Exchange for Educational Knowledge (SEEK) and Texas'…
Relates experiences in developing and promoting services interoperable with the Global Information Locator Service (GILS) standard. Describes sample implementations and touches on the strategic choices made in public policy, standards, and technology. Offers 10 recommendations for successful implementation of an Information Locator Service. (AEF)
Vincent, D. A.
The relationship of databases to information services, and the range of information services users and their needs for information is explored and discussed. It is argued that for database information to be valuable to a broad range of users, it is essential that access methods be provided that are relatively unstructured and natural to information services users who are interested in the information contained in databases, but who are not willing to learn and use traditional structured query languages. Unless this ease of use of databases is considered in the design and application process, the potential benefits from using database systems may not be realized.
White, Marilyn Domas; Abels, Eileen G.
Surveys the service marketing literature for models and data-gathering instruments measuring service quality, particularly the instruments SERVQUAL and SERVPERF, and assesses their applicability to special libraries and information centers. Topics include service characteristics and definitions of service; performance-minus-expectations and…
And Others; Smith, Daniel R.
To compare computerized services in chemistry, pharmacology, toxicology, and clinical medicine of pharmaceutical interest, equivalent profiles were run on magnetic tape files of CA-Condensates," CBAC," Excerpta Medica," MEDLARS" and Ringdoc." The results are tabulated for overlap of services, relative speed of citing references, and unique…
Discusses the advantages and limitations of market segmentation as strategy for the marketing of information services made available by nonprofit organizations, particularly libraries. Market segmentation is defined, a market grid for libraries is described, and the segmentation of information services is outlined. A 16-item reference list is…
Hernon, Peter; Nitecki, Danuta A.
Examines the concept of service quality in libraries. Highlights include assessment; service quality versus user satisfaction; measuring service quality, including SERVQUAL; planning; experiences at Texas A& M University in cooperation with ARL (Association of Research Libraries) that resulted in LibQUAL+; and conceptual issues. (Contains 54…
Wilf-Miron, Rachel; Shemer, Joshua
The recent concern regarding the quality of healthcare services is partly due to the empowerment of health consumers, cost containment measures that may compromise quality, increased complexity of the medical practice and the accelerated growth of data on the magnitude and extent of quality problems. The framework of the delivery of health services, including quality parameters, differs fundamentally in the community as opposed to the hospital setting. In the community, the episode of care lacks geographic and temporal boundaries, and is divided among different facilities and caregivers. Hence, the healthcare systems lack control over the management of care. In the solo practice, the physician lacks the opportunity to discuss and share medical decisions with his/her peers and physician's reimbursement does not encourage him/her to invest time and effort in the provision of quality care. Furthermore, in the community setting, the patient is expected to take responsibility for compliance to the therapeutic regimen, a condition that may frequently interfere with regular life routines. Therefore, quality promotion should embody the "quality triangle" encompassing patients, caregivers, the healthcare system and appropriate interfaces. Ideally, the voice of the health consumer should be an integral consideration in the design of health policy, care should be patient-centered and physician reimbursement should reflect the quality of care provided. In addition, the design of the healthcare system information technology in supporting decision-making and training "quality leaders" to facilitate quality improvement programs. Consequently, it is pivotal to nurture agreement among policy-makers, patients and caregivers as to the essence of the dilemma: "What is quality in community care?" Meanwhile, we may suggest a primordial definition to community-based health care quality management: An ongoing multidisciplinary effort to identify and respond to the needs of patients, by
Pritt, Jeffrey, (Edited By); Jones, Berwyn E.
PREFACE This catalog provides information about analytical services available from the National Water Quality Laboratory (NWQL) to support programs of the Water Resources Division of the U.S. Geological Survey. To assist personnel in the selection of analytical services, the catalog lists cost, sample volume, applicable concentration range, detection level, precision of analysis, and preservation techniques for samples to be submitted for analysis. Prices for services reflect operationa1 costs, the complexity of each analytical procedure, and the costs to ensure analytical quality control. The catalog consists of five parts. Part 1 is a glossary of terminology; Part 2 lists the bottles, containers, solutions, and other materials that are available through the NWQL; Part 3 describes the field processing of samples to be submitted for analysis; Part 4 describes analytical services that are available; and Part 5 contains indices of analytical methodology and Chemical Abstract Services (CAS) numbers. Nomenclature used in the catalog is consistent with WATSTORE and STORET. The user is provided with laboratory codes and schedules that consist of groupings of parameters which are measured together in the NWQL. In cases where more than one analytical range is offered for a single element or compound, different laboratory codes are given. Book 5 of the series 'Techniques of Water Resources Investigations of the U.S. Geological Survey' should be consulted for more information about the analytical procedures included in the tabulations. This catalog supersedes U.S. Geological Survey Open-File Report 86-232 '1986-87-88 National Water Quality Laboratory Services Catalog', October 1985.
Do It Now Foundation, Phoenix, AZ.
The document presents a collection of articles about heroin. Article 1 provides general information on heroin identification, drug dependence, effects of abuse, cost, source of supply, and penalties for illegal heroin use. Article 2 gives statistical information on heroin-related deaths in the District of Columbia between 1971 and 1982. Article 3…
Nguyen, Tho D.
Purpose: Although it is well known that firms can use signals to inform consumers about the unobservable aspect of their products or services in a market where asymmetric information exists, research on the relationship between signal quality and service quality is largely ignored. The purpose of this study is to investigate the role of signal…
Erbertseder, Thilo; Pasodoble Consortium
PASODOBLE will develop and demonstrate user- driven information services for the regional and local air quality sectors by combining space-based and in-situ data with models in the following thematic service lines: (1) Health community support, (2) Public information and assessment support, (3) Compliance monitoring support for particulate matter and (4) Local forecast model evaluation support. Continuing on the achievements of the ESA GSE PROMOTE project, PASODOBLE will stimulate the development of quality-assured air quality services by increasing the implementation efficiency of demonstrated and operational services in the future for the benefit of the European citizen.
McAllister, Lois, Ed.
The purpose of this conference was to: (1) improve reference and research library resources and services within its area by identifying, sharing and developing such resources and services and (2) further inter-library cooperation, communication and transportation of materials within the area of the Council. Aware that many information needs exist…
Hwang, Mark I.; Lin, Jerry W.
A meta-analysis of 31 experiments reported in 18 empirical bankruptcy prediction studies was conducted to test the effect of two information dimensions: information diversity and information repetitiveness. Results indicated that both information dimensions have an adverse impact on decision quality: provision of either diverse or repeated…
Machado-Da-Silva, Fábio Nazareno; Meirelles, Fernando de Souza; Filenga, Douglas; Filho, Marino Brugnolo
Distance learning has undergone great changes, especially since the advent of the Internet and communication and information technology. Questions have been asked following the growth of this mode of instructional activity. Researchers have investigated methods to assess the benefits of e-learning from a number of perspectives. This survey…
Soutar, Geoffrey; McNeil, Margaret
Measures service quality from the viewpoint of customers (students at an Australian university), using the SERVQUAL model. Obtains evaluations of academic and administrative aspects of the educational service. Makes significant negative evaluations of administrative service quality (resulting from communication problems). Satisfaction with the…
... Topic Library Helping You Choose Quality Nursing and Rehabilitation Center Services September 13, 2013 When you need nursing care or rehabilitation, you should find out some information to help ...
Sherratt, Christine S.; And Others
In 1991-1992, the Massachusetts Institute of Technology (MIT) Libraries conducted an Information Services Study with support from the Office of the Provost. Its purpose was to study how faculty, research staff, and students in three disciplines on campus gather information for their work. Members of the departments of Brain and Cognitive Sciences,…
Describes Houston Public Library's nontraditional programs for cultural minorities which address four areas of library services: outreach, information and referral, and neighborhood information centers; foreign language collection development; coordinated programming; and adult basic education. Ethnic groups that constitute the library's clientele…
Broadbent, H. E., III
Outlines several approaches to the establishment of prices for information products and services by the administrators of libraries and information centers, including optimization, pricing to achieve organizational objectives, pricing for market structures, and types of market structure pricing systems. A reference list is included. (JL)
Blower, Jon; Roberts, Charles; Griffiths, Guy; Lewis, Jane; Yang, Kevin
The sharing and visualization of environmental data through spatial data infrastructures is becoming increasingly common. However, information about the quality of data is frequently unavailable or presented in an inconsistent fashion. ("Data quality" is a phrase with many possible meanings but here we define it as "fitness for purpose" - therefore different users have different notions of what constitutes a "high quality" dataset.) The GeoViQua project (www.geoviqua.org) is developing means for eliciting, formatting, discovering and visualizing quality information using ISO and Open Geospatial Consortium (OGC) standards. Here we describe one aspect of the innovations of the GeoViQua project. In this presentation, we shall demonstrate new developments in using Web Map Services to communicate data quality at the level of datasets, variables and individual samples. We shall outline a new draft set of conventions (known as "WMS-Q"), which describe a set of rules for using WMS to convey quality information (OGC draft Engineering Report 12-160). We shall demonstrate these conventions through new prototype software, based upon the widely-used ncWMS software, that applies these rules to enable the visualization of uncertainties in raster data such as satellite products and the results of numerical simulations. Many conceptual and practical issues have arisen from these experiments. How can source data be formatted so that a WMS implementation can detect the semantic links between variables (e.g. the links between a mean field and its variance)? The visualization of uncertainty can be a complex task - how can we provide users with the power and flexibility to choose an optimal strategy? How can we maintain compatibility (as far as possible) with existing WMS clients? We explore these questions with reference to existing standards and approaches, including UncertML, NetCDF-U and Styled Layer Descriptors.
Wetlands are well recognized for their potential for providing a wide range of important ecological services including their ability to provide water quality protection. Watershed-scale water quality trading could create market driven incentives to restore and construct wetlands...
Ordower, Rick; Newman, Nisha; Myrtle, Jeremy
Applications resident on tactical wireless networks are levying increasing offered loads. Tradeoffs can be made between range and throughput, but the wireless network is destined to be considered a limitation in information transfer. If managed correctly, the network can be an intelligent aid in ensuring the right information gets to the right place at the right time. Over the last 5 years, SAIC has worked with Natick Soldier Center (NSRDEC) to provide reliable communication with guaranteed service quality for the dismounted soldier. The effort utilizes a series of tools to mark, shape, condense, fragment and persist information for congestion and corruption control. The critical aspect of the congestion control solution is accomplished by adaptively throttling lower priority information at the sending node before it gets pushed to the wireless realm. Of note is that the solution adapts through passive processes without control messages. The solution also implements compression of messages and images, along with fragmentation techniques to alleviate congestion. Information corruption is purely a radio phenomenon and cannot be overcome through cognitive solutions. However, the solution mitigates corruption through information persistence and reliable retransmission. The implemented solution, unlike Transport Control Protocol, is optimized for wireless networks and demonstrates reduction of added signaling traffic. Combined congestion and corruption techniques have demonstrated how soldiers can get the right information at the right time during high traffic loads or network segmentation.
Cavallini, J.S.; Aiken, R.J.
The Government Services Information Infrastructure (GSII) is that portion of the NII used to link Government and its services, enables virtual agency concepts, protects privacy, and supports emergency preparedness needs. The GSII is comprised of the supporting telecommunications technologies, network and information services infrastructure and the applications that use these. The GSII is an enlightened attempt by the Clinton/Gore Administration to form a virtual government crossing agency boundaries to interoperate more closely with industry and with the public to greatly improve the delivery of government services. The GSII and other private sector efforts, will have a significant impact on the design, development, and deployment of the NII, even if only through the procurement of such services. The Federal Government must adopt new mechanisms and new paradigms for the management of the GSII, including improved acquisition and operation of GSII components in order to maximize benefits. Government requirements and applications will continue to evolv. The requirements from government services and users of form affinity groups that more accurately and effectively define these common requirements, that drive the adoption and use of industry standards, and that provide a significant technology marketplace.
Anderson, E A; Zwelling, L A
Quality management has become one of the most important and most debated topics within the service sector. This is especially true for health care, as the controversy rages on how the existing American system should be restructured. Health care reform aimed at reducing costs and ensuring access to all Americans cannot be allowed to jeopardize the quality of care. As such, total quality management (TQM) has become a vital ingredient to strategic planning within the health care domain. At the heart of any such quality improvement effort is the issue of measurement. TQM cannot be effectively utilized as a competitive weapon unless quality can be accurately defined, measured, evaluated, and monitored over time. Through such analysis a hospital can elect how to expend its limited resources toward those quality improvement projects which will impact customer perceptions of service quality the most. Thus, the purpose of this report is to establish a framework by which to approach the issue of quality measurement, delineate the various components of quality that exist in health care, and explore how these elements affect one another. We propose that the issue of quality measurement in health care be approached as an integration of service quality attributes common to other service organizations and technical quality attributes unique to health care. We hope that this research will serve as a first step toward the synthesis of the various quality attributes inherent in the health care domain and encourage other researchers to address the interactions of the various quality attributes. PMID:8763215
Calvert, Philip J.
Academic library managers need a multimethod, objective, valid tool for measuring service quality. Examines three research studies in the measurement of service quality in Australian and New Zealand academic libraries: the Hernon and Altman Study; Hernon and Calvert Study; and the University of Waikato (Hamilton, New Zealand) Survey, a two-stage…
In Europe there is no common quality assurance framework for the delivery of guidance in higher education. Using a case study approach in four university career guidance services in England, France and Spain, this article aims to study how quality is implemented in university career guidance services in terms of strategy, standards and models,…
Discusses telephone reference services in libraries. Topics include characteristics of quality phone reference; policies and guidelines for quality service; a survey of pertinent literature evaluating telephone reference; training; and technology for telephone reference, including cellular and cordless phones, electronic resources, and automated…
Rao, Paladugu V.
Music Information Services System (MISS) was developed at the Eastern Illinois University Library to manage the sound recording collection. Operating in a batch mode, MISS keeps track of the inventory of sound recordings, generates necessary catalogs to facilitate the use of the sound recordings, and provides specialized bibliographies of sound…
Discusses limitations and possibilities of the service quality model, originally developed in a commercial environment, for academic libraries. Examines ways in which the model can be adapted to library reference services, access services, document delivery, and collection development. (62 references) (Author/AEF)
Brown, Janet Dagenais
Discusses how to improve library reference service, especially the effective delivery of accurate answers, based on a program at Wichita State University (Kansas) that used concepts of quality from business and organizational management. Topics addressed include customers and customer service, and methods of reference service evaluation. (Contains…
Davies, Gareth; Swinton, John; O'Hara, Sian
The Instrument Data quality Evaluation and Analysis Service (IDEAS) provides the operational quality control for ESA. IDEAS is a VEGA-led consortium of internationally recognised experts in the field of EO quality control. This paper provides an overview of the implementation of IDEAS, and examines the impact and benefits of applying such a framework to a live and operational service that covers a wide variety of international satellite missions.
Ramapriyan, H. K.; Peng, Ge; Moroni, David F.
The Information Quality Cluster (IQC) within the Federation of Earth Science Information Partners (ESIP) was initially formed in 2011 and has evolved significantly over time. The current objectives of the IQC are to: 1. Actively evaluate community data quality best practices and standards; 2. Improve capture, description, discovery, and usability of information about data quality in Earth science data products; 3. Ensure producers of data products are aware of standards and best practices for conveying data quality, and data providers distributors intermediaries establish, improve and evolve mechanisms to assist users in discovering and understanding data quality information; and 4. Consistently provide guidance to data managers and stewards on how best to implement data quality standards and best practices to ensure and improve maturity of their data products. The activities of the IQC include: 1. Identification of additional needs for consistently capturing, describing, and conveying quality information through use case studies with broad and diverse applications; 2. Establishing and providing community-wide guidance on roles and responsibilities of key players and stakeholders including users and management; 3. Prototyping of conveying quality information to users in a more consistent, transparent, and digestible manner; 4. Establishing a baseline of standards and best practices for data quality; 5. Evaluating recommendations from NASA's DQWG in a broader context and proposing possible implementations; and 6. Engaging data providers, data managers, and data user communities as resources to improve our standards and best practices. Following the principles of openness of the ESIP Federation, IQC invites all individuals interested in improving capture, description, discovery, and usability of information about data quality in Earth science data products to participate in its activities.
D'Mello, Demian Antony; Ananthanarayana, V. S.
A web service is an interface of the software component that can be accessed by standard Internet protocols. The web service technology enables an application to application communication and interoperability. The increasing number of web service providers throughout the globe have produced numerous web services providing the same or similar functionality. This necessitates the use of tools and techniques to search the suitable services available over the Web. UDDI (universal description, discovery and integration) is the first initiative to find the suitable web services based on the requester's functional demands. However, the requester's requirements may also include non-functional aspects like quality of service (QoS). In this paper, the authors define a QoS model for QoS aware and business driven web service publishing and selection. The authors propose a QoS requirement format for the requesters, to specify their complex demands on QoS for the web service selection. The authors define a tree structure called quality constraint tree (QCT) to represent the requester's variety of requirements on QoS properties having varied preferences. The paper proposes a QoS broker based architecture for web service selection, which facilitates the requesters to specify their QoS requirements to select qualitatively optimal web service. A web service selection algorithm is presented, which ranks the functionally similar web services based on the degree of satisfaction of the requester's QoS requirements and preferences. The paper defines web service provider qualities to distinguish qualitatively competitive web services. The paper also presents the modelling and selection mechanism for the requester's alternative constraints defined on the QoS. The authors implement the QoS broker based system to prove the correctness of the proposed web service selection mechanism.
González, Laura; Peralta, Verónika; Bouzeghoub, Mokrane; Ruggia, Raúl
The data quality market is characterized by a sparse offer of tools, providing individual functionalities which have their own interest with respect to quality assessment. But interoperating among these tools remains a technical challenge because of the heterogeneity of their models and access patterns. On the other side, quality analysts require more and more integration facilities that allow them to consolidate and aggregate multiple quality measures acquired from different observations. The QBox platform, developed within the ANR Quadris project, aims at filling this gap by supplying a service-based integration infrastructure that allows interoperability among several quality tools and provides an OLAP-based quality model to support multidimensional analysis. This paper focuses on the architectural principles of this infrastructure and illustrates its use through specific examples of quality services.
Braun, J; Robbers, J; Lakomek, H-J
In the current draft of the law on the reform of the support structures of hospital provision (German Hospital Structure Law) the future quality of provision is highly significant. Quality assurance measures are mandatory for hospitals. The Federal General Committee was legally charged with developing the relevant quality indicators for structural, procedural and outcome quality that are designed to form the criteria and the basis for planning decisions in the federal states. This involves a paradigm shift in quality assurance measures in hospitals. In the future, subject to the verified quality, this should have an influence on hospital planning, and the funding or regulation of hospital departments should also adhere to this prescribed quality. This review reveals the course of quality or quality assurance measures in medical services in Germany. The status of the institutions responsible for the quality of care in hospitals and the significance of quality indicators are explained. PMID:26744187
... HUMAN SERVICES (CONTINUED) QUALITY IMPROVEMENT ORGANIZATIONS ACQUISITION, PROTECTION, AND DISCLOSURE OF QUALITY IMPROVEMENT ORGANIZATION REVIEW INFORMATION Utilization and Quality Control Quality Improvement... purposes of quality improvement. Activities include, but are not limited to, data validation,...
As part of an overall restructuring of the International Atomic Energy Agency's Department of Nuclear Energy, the agency has established the Nuclear Information Section (NIS). The restructuring, recently announced by IAEA Director General Yukiya Amano, also includes the creation of a separate Nuclear Knowledge Management (NKM) Section, as demand for assistance in this area is growing among member countries. According to the NIS Web site, 'This restructuring and the creation of the NIS provides an opportunity for further enhancing existing information products and services and introducing new ones-all with an eye towards advancing higher organizational efficiency and effectiveness.'
Von Seggern, Marilyn
Discusses implications for restructuring library reference services suggested by information needs and information-seeking behavior of scientists. Highlights include scientific and informal communication, accessibility and creativity, and a holistic approach to user-centered services. (AEF)
Einspruch, E M; Omachonu, V K; Einspruch, N G
Describes how the challenge of providing rehabilitative services at reasonable costs is beginning to mount. The management of quality in rehabilitative services is therefore gaining increasing attention in the health care arena. States that if a link is implied between the above stated goal and customer satisfaction, it is imperative to evaluate quality or customer satisfaction in the context of the patient's experience. Describes the quality function deployment (QFD) system and how it leads to a better understanding of the customer's needs and wants. Explores the process of applying the concept of QFD to physical therapy. PMID:10158426
The general conditions influencing the quality assurance and audit in Polish occupational health services are presented. The factors promoting or hampering the implementation of quality assurance and audits are also discussed. The major influence on the transformation of Polish occupational health services in exorted by employers who are committed to cover the costs of the obligatory prophylactic examination of their employees. This is the factor which also contributes to the improvement of quality if services. The definitions of the most important terms are reviewed to highlight their accordance with the needs of occupational health services in Poland. The examples of audit are presented and the elements of selected methods of auditing are suggested to be adopted in Poland. PMID:8760511
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.
Machovec, George S.
Describes the Government Information Locator Service (GILS), designed to help the public identify and acquire federal government information as part of the evolving National Information Infrastructure. Highlights include background information; use of GILS through the Internet; and agency-based information services, including the Government…
Avriel, D; Aronson, B; Bertrand, I
Effective health information services require action on three major levels: identifying and acquiring appropriate resources; applying appropriate methodologies for management of information and its communication; and stimulating local initiatives and applications. WHO's Programme of Library and Health Literature Services proposes its methodologies and products for creating and improving effective information services to health workers. PMID:8185798
... 1 General Provisions 1 2012-01-01 2012-01-01 false Information services. 3.1 Section 3.1 General Provisions ADMINISTRATIVE COMMITTEE OF THE FEDERAL REGISTER GENERAL SERVICES TO THE PUBLIC § 3.1 Information services. Except in cases where the time required would be excessive, information concerning...
... 1 General Provisions 1 2011-01-01 2011-01-01 false Information services. 3.1 Section 3.1 General Provisions ADMINISTRATIVE COMMITTEE OF THE FEDERAL REGISTER GENERAL SERVICES TO THE PUBLIC § 3.1 Information services. Except in cases where the time required would be excessive, information concerning...
... 1 General Provisions 1 2013-01-01 2012-01-01 true Information services. 3.1 Section 3.1 General Provisions ADMINISTRATIVE COMMITTEE OF THE FEDERAL REGISTER GENERAL SERVICES TO THE PUBLIC § 3.1 Information services. Except in cases where the time required would be excessive, information concerning...
... 1 General Provisions 1 2010-01-01 2010-01-01 false Information services. 3.1 Section 3.1 General Provisions ADMINISTRATIVE COMMITTEE OF THE FEDERAL REGISTER GENERAL SERVICES TO THE PUBLIC § 3.1 Information services. Except in cases where the time required would be excessive, information concerning...
... 1 General Provisions 1 2014-01-01 2012-01-01 true Information services. 3.1 Section 3.1 General Provisions ADMINISTRATIVE COMMITTEE OF THE FEDERAL REGISTER GENERAL SERVICES TO THE PUBLIC § 3.1 Information services. Except in cases where the time required would be excessive, information concerning...
Palazov, Atanas; Stefanov, Asen
The ultimate goal of modern oceanography is an end user oriented product. Beneficiaries are the governmental services, coast-based enterprises and research institutions that make use of the products generated by operational oceanography. Direct potential users and customers are coastal managers, shipping, offshore industry, ports and harbours, fishing, tourism and recreation industry, and scientific community. Indirect beneficiaries, through climate forecasting based on ocean observations, are food, energy, water and medical suppliers. Five general classes of users for data and information are specified: (1) operational users that analyze the collected data and produce different forecasts serving to impose regulation measures; (2) authorities and managers of large-scale projects needing timely oceanographic information, including statistics and climatic trends; (3) industrial enterprises, safety of structures and avoiding of pollution; (4) tourism and recreation related users aiming protection of human health; (5) scientists, engineers, and economists carrying out special researches, strategic design studies, and other investigations to advance the application of marine data. The analysis of information received during the extensive inquiry among all potential end users reveals variety of data and information needs encompassing physical, chemical, biological and hydrometeorological observation. Nevertheless, the common requirement concerns development of observing and forecasting systems providing accurate real-time or near-real time data and information supporting decision making and environmental management. Availability of updated information on the actual state as well as forecast for the future changes of marine environment are essential for the success and safety of maritime operations in the offshore industry. For this purpose different systems have been developed to collect data and to produce forecasts on the state of the marine environment and to provide
Rocha, Elyrose Sousa Brito; Trevizan, Maria Auxiliadora
The study aimed to know the opinion of nurses in relation to the Quality Management implemented in a hospital service. This is an exploratory and descriptive study carried out with a sample of 17 individuals. The main results, among the 14 principles of quality, reveal that the seventh principle 'adopt and institute leadership' received the highest score. On the other hand, the lowest scored principle was the third: 'cease the dependency of mass inspection'. The obtained results, coupled with theoretical knowledge on the subject and professional experience on the management of nursing services, lead us to the conclusion that nurses consider Total Quality a practical philosophy to be implemented in the services under their responsibility and accept the challenge of overcoming barriers related to tradition, going from discourse to practice. PMID:19551279
Lam, Eddie T. C.; Zhang, James J.; Jensen, Barbara E.
This study was designed to develop the Service Quality Assessment Scale to evaluate the service quality of health-fitness clubs. Through a review of literature, field observations, interviews, modified application of the Delphi technique, and a pilot study, a preliminary scale with 46 items was formulated. The preliminary scale was administered to…
Ramapriyan, Hampapuram; Peng, Ge; Moroni, David; Shie, Chung-Lin
Quality of products is always of concern to users regardless of the type of products. The focus of this paper is on the quality of Earth science data products. There are four different aspects of quality - scientific, product, stewardship and service. All these aspects taken together constitute Information Quality. With increasing requirement on ensuring and improving information quality, there has been considerable work related to information quality during the last several years. Given this rich background of prior work, the Information Quality Cluster (IQC), established within the Federation of Earth Science Information Partners (ESIP) has been active with membership from multiple organizations. Its objectives and activities, aimed at ensuring and improving information quality for Earth science data and products, are discussed briefly.
Ramapriyan, H. K. (Rama); Peng, Ge; Moroni, David; Shie, Chung-Lin
Quality of products is always of concern to users regardless of the type of products. The focus of this paper is on the quality of Earth science data products. There are four different aspects of quality scientific, product, stewardship and service. All these aspects taken together constitute Information Quality. With increasing requirement on ensuring and improving information quality, there has been considerable work related to information quality during the last several years. Given this rich background of prior work, the Information Quality Cluster (IQC), established within the Federation of Earth Science Information Partners (ESIP) has been active with membership from multiple organizations. Its objectives and activities, aimed at ensuring and improving information quality for Earth science data and products, are discussed briefly.
The PDQ Project, Planning and Development of Quality Services in the Schools, was an effort by the American Speech-Language-Hearing Association to provide public school personnel working with communication-disordered children with information and training related to better management. The report summarizes program objectives and outcomes including…
Tarapanoff, Kira; Alvares, Lillian
Discusses the interdependence of telecommunications and information sciences in Brazil. Highlights include new technologies and telecommunications: satellites, fiber optic cables, data communication networks, information superhighways, and cooperative projects; and information services development. (AEF)
... GENERAL SERVICES ADMINISTRATION NATIONAL AERONAUTICS AND SPACE ADMINISTRATION Information Collection... (OMB) a request to review and approve an extension of a currently approved information collection... collection of information is necessary for the proper performance of functions of the Federal...
Lynch, Mary Jo
This review of library reference service research, which focuses on the provision of information in response to questions, covers measurement of reference service, evaluation using unobtrusive techniques, online search services, information needs and uses, the process of asking and answering questions, and artificial intelligence. Eighty-four…
... 1 General Provisions 1 2013-01-01 2012-01-01 true Information services. 15.2 Section 15.2 General Provisions ADMINISTRATIVE COMMITTEE OF THE FEDERAL REGISTER PREPARATION, TRANSMITTAL, AND PROCESSING OF DOCUMENTS SERVICES TO FEDERAL AGENCIES General § 15.2 Information services. The Director of the...
... 1 General Provisions 1 2010-01-01 2010-01-01 false Information services. 15.2 Section 15.2 General Provisions ADMINISTRATIVE COMMITTEE OF THE FEDERAL REGISTER PREPARATION, TRANSMITTAL, AND PROCESSING OF DOCUMENTS SERVICES TO FEDERAL AGENCIES General § 15.2 Information services. The Director of the...
... 1 General Provisions 1 2014-01-01 2012-01-01 true Information services. 15.2 Section 15.2 General Provisions ADMINISTRATIVE COMMITTEE OF THE FEDERAL REGISTER PREPARATION, TRANSMITTAL, AND PROCESSING OF DOCUMENTS SERVICES TO FEDERAL AGENCIES General § 15.2 Information services. The Director of the...
Technical Assistance ALLIANCE for Parent Centers, 2010
"Related services" means transportation and any other developmental, corrective or other supportive services that a child needs to benefit from special education. Some children need related services in order to meet the goals in their Individualized Education Program (IEP). This paper presents information about related services.
The nursing services department of a 64 bed hospital in Caraquet, New Brunswick, (serving a widespread population of 25,000 people) decided to check the quality of care offered to their patients. A search was conducted among numerous quality of care management models to find the one that best suited their needs. They chose a structured quality appraisal and management program currently being used by the Royal Victoria Hospital in Montreal. The author outlines the way quality assurance directors in this Montreal hospital empower their health care providers. The author describes the concept of quality and summarizes the oriental and occidental ideologies that influence it. The nursing staff's perception of the essential elements of quality assurance are explained and the stages are identified. The author maintains that decentralization and delegation empowers individuals and instills confidence while maintaining the essential personal touch. She believes that the organization of the future is one that will promote teamwork. She also believes that motivation, participative management and workplace satisfaction promote quality care--"care that doesn't cost a dime." This program has numerous advantages. It allows employees to fully participate in the process. It also averts potential problems, and provides employees with the ability to discover and problem solve when necessary. It also allows for the strengths and weaknesses of each service to be outlined and identified deficiencies corrected. PMID:8472244
Introduction: Uncertainty is understood as an important component of the information seeking process, but it has not been explored as a component of reference and information service. Method: Interpretative phenomenological analysis was used to examine the practitioner perspective of reference and information service for eight academic research…
Uhegbu, A. N.
Discusses the impediments to rural information services for community development in Nigeria, including skepticism towards information, poor roads, nonchalance of government officials, and rivalries. Highlights the nature and characteristics of a community and community information needs and services; identifies four components of community…
Zhang, Cuihua; Xing, Peng; Wang, Jianwei
Service quality preference behaviors of both members are considered in service supply chain (SSC) including a service integrator and a service provider with stochastic demand. Through analysis of service quality cost and revenue, the utility functions are established on service quality effort degree and service quality preference level in integrated and decentralized SSC. Nash equilibrium and quantum game are used to optimize the models. By comparing the different solutions, the optimal strategies are obtained in SSC with quality preference. Then some numerical examples are studied and the changing trend of service quality effort is further analyzed by the influence of the entanglement operator and quality preferences.
El Sherif, A.H. )
Monitoring oil quality in service has two main objectives: 1. to ensure that the oil stays in good condition for continued service, and 2. to provide early detection of wear or malfunction of machine components lubricated by the oil. Effective condition monitoring is needed to improve machine availability and reliability. The results are long uninterrupted process runs and low maintenance costs. These goals have motivated monitoring many important machinery conditions such as lubricating oil quality. The results of such monitoring can be used for problems detection and diagnosis. While detection indicates that damage may have occurred, diagnosis follows up to confirm that the detection was triggered by a genuine distress and not some interfering effects. Further, it identifies which elements of a machine is damaged.
... Farm Service Agency Information Collection; Measurement Service Records AGENCY: Farm Service Agency... organizations on an extension of a currently approved information collection associated with the Measurement... . SUPPLEMENTARY INFORMATION: Description of Information Collection Title: Measurement Service Records. OMB...
... National Technical Information Service National Technical Information Service Advisory Board AGENCY: National Technical Information Service, Commerce. ACTION: Notice of open meeting SUMMARY: This notice announces the next meeting of the National Technical Information Service Advisory Board (the Advisory...
... National Technical Information Service National Technical Information Service Advisory Board AGENCY: National Technical Information Service, Commerce. ACTION: Notice of Open Meeting. SUMMARY: This notice announces the next meeting of the National Technical Information Service Advisory Board (the Advisory...
... methodology; and ways to enhance the quality, utility, and clarity of the information to be collected. DATES...: 126,870. Responses per Respondent: 1.36. Total Responses: 172,500 Hours Per Response: .399 Total... ADMINISTRATION Information Collection; General Services Administration; Information Specific to a Contract...
Balmisa, Yolanda Gonzalo
Discusses the role of information services (IS) in corporations; characteristics of business information resources (BIR); characteristics of users of BIR in corporations; and change management in IS, including total quality management, strategic planning, and marketing tips. Provides a chart of keys to IS superiority and a map for IS change. (PEN)
Reneau, Fred; Patterson, Richard
Outlines major online agricultural information services--agricultural databases, databases with agricultural services, educational databases in agriculture--noting services provided, access to the database, and costs. Benefits of online agricultural database sources (availability of agricultural marketing, weather, commodity prices, management…
Pankl, Robert R.
Advocates providing automobile repair and service information in public libraries, and discusses collection development issues, reference services, and problems in making repair manuals available. Describes the collection and services for patrons in Tacoma Public Library and results of a survey of other public libraries holding automobile repair…
White, Marilyn Domas; Abels, Eileen G.; Nitecki, Danuta
This project tested the appropriateness of SERVQUAL (i.e., an instrument widely used in the service industry for assessing service quality based on repeated service encounters rather than a particular service encounter) to measure service quality in special libraries and developed a modified version for special libraries. SERVQUAL is based on an…
Qin, Hong; Prybutok, Victor; Prybutok, Gayle
Service quality and patient satisfaction are essential to health care organization success. Parasuraman, Zeithaml, and Berry introduced SERVQUAL, a prominent service quality measure not yet applied to urgent care. We develop an instrument to measure perceived service quality and identify the determinants of patient satisfaction/ behavioral intentions. We examine the relationships among perceived service quality, patient satisfaction and behavioral intentions, and demonstrate that urgent care service quality is not equivalent using measures of perceptions only, differences of expectations minus perceptions, ratio of perceptions to expectations, and the log of the ratio. Perceptions provide the best measure of urgent care service quality. PMID:26950539
... 21 Food and Drugs 1 2013-04-01 2013-04-01 false Information relating to quality aspects. 26.19 Section 26.19 Food and Drugs FOOD AND DRUG ADMINISTRATION, DEPARTMENT OF HEALTH AND HUMAN SERVICES GENERAL MUTUAL RECOGNITION OF PHARMACEUTICAL GOOD MANUFACTURING PRACTICE REPORTS, MEDICAL DEVICE QUALITY...
... 21 Food and Drugs 1 2014-04-01 2014-04-01 false Information relating to quality aspects. 26.19 Section 26.19 Food and Drugs FOOD AND DRUG ADMINISTRATION, DEPARTMENT OF HEALTH AND HUMAN SERVICES GENERAL MUTUAL RECOGNITION OF PHARMACEUTICAL GOOD MANUFACTURING PRACTICE REPORTS, MEDICAL DEVICE QUALITY...
... 21 Food and Drugs 1 2012-04-01 2012-04-01 false Information relating to quality aspects. 26.19 Section 26.19 Food and Drugs FOOD AND DRUG ADMINISTRATION, DEPARTMENT OF HEALTH AND HUMAN SERVICES GENERAL MUTUAL RECOGNITION OF PHARMACEUTICAL GOOD MANUFACTURING PRACTICE REPORTS, MEDICAL DEVICE QUALITY...
Kim, Wonjun; Kim, Changick
Mobile IPTV is a multimedia service based on wireless networks with interactivity and mobility. Under mobile IPTV scenarios, people can watch various contents whenever they want and even deliver their request to service providers through the network. However, the frequent change of the wireless channel bandwidth may hinder the quality of service. In this paper, we propose an objective video quality measure (VQM) for mobile IPTV services, which is focused on the jitter measurement. Jitter is the result of frame repetition during the delay and one of the most severe impairments in the video transmission via mobile channels. We first employ YUV color space to compute the duration and occurrences of jitter and the motion activity. Then the VQM is modeled by the combination of these three factors and the result of subjective assessment. Since the proposed VQM is based on no-reference (NR) model, it can be applied for real-time applications. Experimental results show that the proposed VQM highly correlates to subjective evaluation.
Hepworth, Mark E.
Examines the internationalism of the network marketplace through case studies of the London Stock Exchange and I. P. Sharp Associates, a Canadian computer service bureau. Discussion focuses on the importance of transnational computer networks to the production of information services and marketplace expansion, and global information policy issues.…
This article identifies benefits of using Internet technologies in an organization's intranet or internal information system: ease-of-use, one interface, implementation cost, access, information services (flat content and interactive intranets), support desks (via Web services and e-mail), document management. Discusses the impact of intranets on…
Jarrell, Charles M.
Researchers and marketers lack information about possible relationships between service quality and online brand equity in intangible and often undifferentiated service businesses. The services sector of the economy is large with 72% of the economic output and 80% of the workers in the United States in 2007. Within the services sector, Internet…
The 14 anaesthesiologist-manned ambulance helicopters in Norway are administratively placed under the head of the nearest anaesthetic department. Routines for quality assurance vary considerably. In 1995, a total of 6,850 patients were treated by air ambulance anaesthesiologists. An enquiry to all 14 air ambulance services revealed that approximately two thirds of all medical records were reviewed for quality assurance purposes. Only half of the reviewers based their work on written treatment procedures in addition to their own sense of good clinical practice. A review of all 162 medical records for one year at one air ambulance base indicates that a thorough review of one third of all records would identify all major areas of improvement. The selection of records has to be based on local experience concerning both patients and personnel. When areas of improvement are identified, the quality assurance process can be simplified without increasing the risk of not addressing serious problems. PMID:10574052
Stegaru, Georgiana; Danila, Cristian; Sacala, Ioan Stefan; Moisescu, Mihnea; Mihai Stanescu, Aurelian
In a globalised networked economy, collaborative networks (CNs) are formed to take advantage of new business opportunities. Collaboration involves shared resources and capabilities, such as e-Services that can be dynamically composed to automate CN participants' business processes. Quality is essential for the success of business process automation. Current approaches mostly focus on quality of service (QoS)-based service selection and ranking algorithms, overlooking the process of service composition which requires interoperable, adaptable and secure e-Services to ensure seamless collaboration, data confidentiality and integrity. Lack of assessment of these quality attributes can result in e-Service composition failure. The quality of e-Service composition relies on the quality of each e-Service and on the quality of the composition process. Therefore, there is the need for a framework that addresses quality from both views: product and process. We propose a quality of e-Service composition (QoESC) framework for quality assessment of e-Service composition for CNs which comprises of a quality model for e-Service evaluation and guidelines for quality of e-Service composition process. We implemented a prototype considering a simplified telemedicine use case which involves a CN in e-Healthcare domain. To validate the proposed quality-driven framework, we analysed service composition reliability with and without using the proposed framework.
Coulton, Claudia J.
Suggests that many aspects of quality assurance in health care can be applied to social service agencies. Reviews what has been learned about quality assurance in health care and suggests guidelines for its implementation in social services. (Author/JAC)
... HUMAN SERVICES (CONTINUED) QUALITY IMPROVEMENT ORGANIZATIONS ACQUISITION, PROTECTION, AND DISCLOSURE OF QUALITY IMPROVEMENT ORGANIZATION REVIEW INFORMATION Utilization and Quality Control Quality Improvement... 42 Public Health 4 2010-10-01 2010-10-01 false Disclosure of quality review study information....
Nayyar, P R
This study examined the performance effects of information asymmetry and economies of scope in diversified service firms. Tests using both accounting- and stock-market-based measures of performance revealed that information asymmetry improved performance more than economies of scope. As hypothesized, the benefits of information asymmetry were greater for firms offering services whose quality cannot be determined until after their purchase (experience services), and the benefits of economies of scope were greater for firms offering services whose quality can be determined prior to purchase (search services). However, without considering the interactive effects of service characteristics, economies of scope were negatively associated with performance for diversified service firms overall. PMID:10123744
Wu, Ching-Seh; Khoury, Ibrahim; Shah, Hemant
One of the most important issues in e-healthcare information systems is to optimize the medical data quality extracted from distributed and heterogeneous environments, which can extremely improve diagnostic and treatment decision making. This paper proposes a multiagent web service framework based on service-oriented architecture for the optimization of medical data quality in the e-healthcare information system. Based on the design of the multiagent web service framework, an evolutionary algorithm (EA) for the dynamic optimization of the medical data quality is proposed. The framework consists of two main components; first, an EA will be used to dynamically optimize the composition of medical processes into optimal task sequence according to specific quality attributes. Second, a multiagent framework will be proposed to discover, monitor, and report any inconstancy between the optimized task sequence and the actual medical records. To demonstrate the proposed framework, experimental results for a breast cancer case study are provided. Furthermore, to show the unique performance of our algorithm, a comparison with other works in the literature review will be presented. PMID:22614723
... National Park Service Proposed Information Collection; National Park Service Concessions AGENCY: National Park Service, Interior. ACTION: Notice; request for comments. SUMMARY: We (National Park Service, NPS... Madonna L. Baucum, Information Collection Clearance Officer, National Park Service, 1201 I Street NW.,...
Sefcik, Justine S; Nock, Rebecca H; Flores, Emilia J; Chase, Jo-Ana D; Bradway, Christine; Potashnik, Sheryl; Bowles, Kathryn H
The purpose of the current study was to explore what hospitalized patients would like to know about post-acute care (PAC) services to ultimately help them make an informed decision when offered PAC options. Thirty hospitalized adults 55 and older in a Northeastern U.S. academic medical center participated in a qualitative descriptive study with conventional content analysis as the analytical technique. Three themes emerged: (a) receiving practical information about the services, (b) understanding "how it relates to me," and (c) having opportunities to understand PAC options. Study findings inform clinicians what information should be included when discussing PAC options with older adults. Improving the quality of discharge planning discussions may better inform patient decision making and, as a result, increase the numbers of patients who accept a plan of care that supports recovery, meets their needs, and results in improved quality of life and fewer readmissions. [Res Gerontol Nurs. 2016; 9(4):175-182.]. PMID:26815304
Ivancic, William D.
In support of satellite-ATM interoperability, researchers at the NASA Lewis Research Center performed asynchronous transfer mode (ATM) quality-of-service experiments using MPEG-2 (ATM application layer 5, AAL5) over ATM over an emulated satellite link. The purpose of these experiments was to determine the free-space link quality necessary to use the ATM protocol to transmit high-quality multimedia information. The experimental results have been submitted to various International Telecommunications Union (ITU) study groups in order to improve and modify current standards and recommendations for the telecommunications industry. Quality-of-service parameters for Class I, stringent class requirements for ITU-T I.356 are currently being debated. The experimental results presented will help to establish these quality-of-service thresholds. This material will also be useful in the development of the ITU-R WP-4B's Draft Preliminary New Recommendation on the Transmission of Asynchronous Transfer Mode Traffic via Satellite (Rec. S.atm).
...; ] DEPARTMENT OF AGRICULTURE Farm Service Agency Information Collection; Measurement Service Records AGENCY... Measurement Service Records. DATES: We will consider comments that we receive by October 1, 2012. ADDRESSES... INFORMATION: Description of Information Collection Title: Measurement Service Records. OMB Control...
Tan, Kay C.; Kek, Sei W.
Customer service and quality are driving forces in the business community. As higher educational institutions tussle for competitive advantage and high service quality, the evaluation of educational service quality is essential to provide motivation for and to give feedback on the effectiveness of educational plans and implementation. This…
Bouchet, O.; Marquis, T.; Chabane, M.; Alnaboulsi, M.; Sizun, H.
Free-space optical (FSO) communication links constitute an alternative option to radio relay links and to optical cables facing growth needs in high-speed telecommunications (abundance of unregulated bandwidth, rapid installation, availability of low-cost optical components offering a high data rate, etc). Their operationalisation requires a good knowledge of the atmospheric effects which can negatively affect role propagation and the availability of the link, and thus to the quality of service (QoS). Better control of these phenomena will allow for the evaluation of system performance and thus assist with improving reliability. The aim of this paper is to compare the behavior of a FSO link located in south of France (Toulouse: with the following parameters: around 270 meters (0.2 mile) long, 34 Mbps data rate, 850 nm wavelength and PDH frame) with airport meteorological data. The second aim of the paper is to assess in-house FSO quality of service prediction software, through comparing simulations with the optical link data and the weather data. The analysis uses in-house software FSO quality of service prediction software ("FSO Prediction") developed by France Telecom Research & Development, which integrates news fog fading equations (compare to Kim & al.) and includes multiple effects (geometrical attenuation, atmospheric fading, rain, snow, scintillation and refraction attenuation due to atmospheric turbulence, optical mispointing attenuation). The FSO link field trial, intended to enable the demonstration and evaluation of these different effects, is described; and preliminary results of the field trial, from December 2004 to May 2005, are then presented.
Hershko, Alon; Edri, Mira Maram; Wirtheim, Eytan
Meir Medical Center was founded in 1956 as a hospital for patients with tuberculosis and lung disease. In 1962 its status was changed to a general hospital. Since 1971 it has been academically affiliated with the Tel Aviv University. Presently, Meir is a leading institution with regards to medical leadership. The strategic goals of the Meir Medical Center have been defined as excellence in care quality, service and research. In terms of scientific activity, the institutional Research Authority has been involved in strengthening the scientific community. This has been achieved through various initiatives including research grants, annual scientific meetings, development of infrastructure as well as a long term strategy for the promotion of academic research. Here we outline major recent progress in the implementation of quality control indices and improved patient experience. Furthermore, this issue of Harefuah highlights the hospital's multifaceted accomplishments in the clinical and academic fields. PMID:26480608
Presents a vision of how the agency-based GILS (Government Information Locator Service) will be implemented to help the public locate and access information throughout the Federal Government. Topics include policy context, the user perspective, data and information, the provider perspective, design principles, functional requirements, and GILS…
Handel, E.D.; Mitro, S.; Smith, E.C.; Tropea, L.C. Jr.; Koorse, S.J.; Cox, E.; Ahladas, J.
The State Advisory Board on Air Pollution (SAB) was asked by the Virginia State Air Pollution Control Board to explore issues related to electronic information sharing in air quality management and to advise the Virginia Department of Environmental Quality (DEQ) on ways to set the scope, priority and long-term goals for electronic information sharing in air quality management.
Associations between quality of life and socioeconomic factors, functional impairments and dissatisfaction with received information and home-care services among survivors living at home two years after stroke onset
Background Quality of life (QoL) assessment is important when monitoring over time the recovery of stroke-survivors living at home. This study explores the associations between QoL and socioeconomic factors, functional impairments and self-reported dissatisfaction with received information and home-care services among survivors two years after stroke onset. This problem remains partially addressed though optimal information and services may improve survivors’ QoL. Methods Stroke-survivors admitted to all hospitals in Luxembourg 18 months or more previously were identified using the only care-expenditure-reimbursement national system database. The clinical diagnosis was confirmed. Ninety four patients aged 65 years and living at home were interviewed to gather socioeconomic characteristics, functional impairments, dissatisfaction with information and home-care services, and QoL (using the Newcastle Stroke-Specific QoL, newsqol) assessing 11 domains. Data were analyzed using multiple linear regression models. Results About 50% of survivors had low education and lower income. Functional impairments were common: sensory (45%), motor (35%), memory (32%), language (31%), and vision (20%). Survivors with education (<12th grade) or lower income had low values for most newsqol domains (sex-age-adjusted regression coefficient saRC, i.e. mean difference, between -23 and -8). Patients who were working had better values for pain, mental feelings and sleep domains than did retired people (saRC between -3.9 and 4.2). Various functional impairments were associated with markedly low values of nearly all domains (saRC between -33.5 and -7.5) and motor, language, memory and sensory impairments had the highest impact. The survivors’ perceived QoL was markedly low, especially for the domains of interpersonal relationship, sleep, cognition, mental feelings, and pain. Various QoL domains were strongly related to dissatisfaction with information about stroke and its consequences
Kostagiolas, P.; Lappa, E.
Information is at the centre of every hospital activity including clinical decisions and healthcare service delivery systems. Although information is an important hospital asset, several issues related to its management and organization needs to be addressed within the hospitals. The management of healthcare information is a strategic goal related to the reduction of healthcare service provision costs, and to the improvement of quality and safety of healthcare services. By discussing the rather obvious necessity for information organization and management in the healthcare domain, this work aims at the role of healthcare information services, i.e. hospital libraries and patient medical records. Finally, a typology of information services' contributions to hospital environment is presented.
Jung, Yuchul; Hur, Cinyoung; Jung, Dain
Background The volume of health-related user-created content, especially hospital-related questions and answers in online health communities, has rapidly increased. Patients and caregivers participate in online community activities to share their experiences, exchange information, and ask about recommended or discredited hospitals. However, there is little research on how to identify hospital service quality automatically from the online communities. In the past, in-depth analysis of hospitals has used random sampling surveys. However, such surveys are becoming impractical owing to the rapidly increasing volume of online data and the diverse analysis requirements of related stakeholders. Objective As a solution for utilizing large-scale health-related information, we propose a novel approach to identify hospital service quality factors and overtime trends automatically from online health communities, especially hospital-related questions and answers. Methods We defined social media–based key quality factors for hospitals. In addition, we developed text mining techniques to detect such factors that frequently occur in online health communities. After detecting these factors that represent qualitative aspects of hospitals, we applied a sentiment analysis to recognize the types of recommendations in messages posted within online health communities. Korea’s two biggest online portals were used to test the effectiveness of detection of social media–based key quality factors for hospitals. Results To evaluate the proposed text mining techniques, we performed manual evaluations on the extraction and classification results, such as hospital name, service quality factors, and recommendation types using a random sample of messages (ie, 5.44% (9450/173,748) of the total messages). Service quality factor detection and hospital name extraction achieved average F1 scores of 91% and 78%, respectively. In terms of recommendation classification, performance (ie, precision) is
Computer based information search services, ISS's, of the type that provide on-line literature searches are analyzed from a system's viewpoint using a continuous simulation model. The analysis shows that the observed growth and stagnation of a typical ISS can be explained as a natural consequence of market responses to the service together with a…
Examines the evolution of the information services market over the past decade, encompassing both supply and demand. Discusses market barriers, political challenges and critical success factors of the Internet, principal service providers, costs/pricing, intellectual property rights and knowledge management, strategic planning, the intranet,…
Steffen, T M; Nystrom, P C
This study analyzed four prominent organizational factors thought to influence service quality in nursing homes. Perceptions of service quality were collected from over 400 family members who regularly visited residents in 41 nursing homes. Service quality was measured along five dimensions identified by marketing research on customers in service industries. These five dimensions were responsiveness, reliability, assurance, empathy, and tangibles. Perceptions of service quality exhibited significant associations with each of the four organizational factors: ownership, funding mix, facility size, and nurse staffing. Implications for health services administration are discussed. PMID:10167453
Cook, Colleen; Heath, Fred; Thompson, Bruce
The "LibQUAL+" diagnostic tool, product of the Association of Research Libraries (ARL), shows that although a single factor dominates user thinking about library service quality, all items in the survey suffuse this factor. Several first-order factors contribute unique information to the notion of service quality. As different users place varying…
Austin, Charles J.; Holland, Gloria J.
This paper presents a conceptual model of factors which influence organizational decisions to invest in the installation of clinical information systems. Using results of previous research as a framework, the relative influence of clinical, fiscal, and strategic-institutional decision structures are examined. These adoption decisions are important in health services organizations because clinical information is essential for managing demand and allocating resources, managing quality of care, and controlling costs.
Cook, Colleen; Heath, Fred M.
Describes a study of ARL (Association of Research Libraries) members called LibQUAL+ that identified users' perceptions of library service quality and measured gaps between expected service and perceived service. Discusses results of user interviews regarding information seeking behavior; self reliance; ubiquity and ease of access; and hours of…
CAUSE, Boulder, CO.
Seven papers from the 1987 CAUSE conference's Track IV, Support Services, are presented. They include: "Application Development Center" (John F. Leydon); "College Information Management System: The Design and Implementation of a Completely Integrated Office Automation and Student Information System" (Karen L. Miselis); "Improving Managerial…
Lancaster, F. Wilfrid; Smith, Linda C.
This UNISIST publication discusses issues related to the compatibility and standardization of bibliograpic records, index languages, software, hardware, and other information systems and services. Following an executive summary, definitions of terms, and other introductory material, existing information systems with common standards are briefly…
Provides brief reviews of the sites for several online services of the World Wide Web; the Web as a marketing tool and other aspects of interest to information professionals are highlighted. A sidebar presents information on accessing Internet locations, graphics, online forms, Telnet, saving, printing, mailing, and searching. (AEF)
Liming, L.; Navarro, J.-P.; Blau, E.; Brechin, J.; Catlett, C.; Dahan, M.; Diehl, D.; Dooley, R.; Dwyer, M.; Ericson, K.; Foster, I.; Hanna, E.; Hart, D. L.; Jordan, C.; Light, R.; Martin, S.; McGee, J.; Pearlman, L.; Reilly, J.; Scavo, T.; Shapiro, M.; Smallen, S.; Smith, W.; Wilkins-Diehr, N.
The NSF TeraGrid project has designed and constructed a federated integrated information service (IIS) to serve its capability publishing and discovery needs. This service has also proven helpful in automating TeraGrid's operational activities. We describe the requirements that motivated this work; IIS's system architecture, information architecture, and information content; processes that IIS currently supports; and how various layers of the system architecture are being used. We also review motivating use cases that have not yet been satisfied by IIS and outline approaches for future work.
alá, Jana; Černá, Ľubica
Poor quality of information in modern organizations depends on many aspects. As such the size and nature of the information, human factors, organizational culture, experience and skills as a manager and other team members, technology, but also the quality of inputs including, but not least, include data quality. Applying methodology of quality control help organizations create effective management of its information. The method of quality information control depends on all those aspects. The importance of the organization should be given to dispose of an optimum amount of information in the required quality and especially to share this information. Quality information is the key to the success of the project management, but also in many other areas. Understanding the mechanics of control information management and class is essential, but it is experience that distinguishes successful information quality managers.
Webb, R. S.; Pulwarty, R. S.; Davidson, M. A.; Shea, E. E.; Nierenberg, C.; Dole, R. M.
Climate variability and change impact national and local economies and environments. Developing and communicating climate and climate impacts information to inform decision making requires an understanding of context, societal objectives, and identification of factors important to the management of risk. Information sensitive to changing baselines or extremes is a critical emergent need. Meeting this need requires timely production and delivery of useful climate data, information and knowledge within familiar pathways. We identify key attributes for a climate service , and the network and infrastructure to develop and coordinate the resulting services based on lessons learned in experimental implementations of climate services. "Service-type" activities already exist in many settings within federal, state, academic, and private sectors. The challenge for a climate service is to find effective implementation strategies for improving decision quality (not just meeting user needs). These strategies include upfront infrastructure investments, learning from event to event, coordinated innovation and diffusion, and highlighting common adaptation interests. Common to these strategies is the production of reliable and accessible data, analyses of emergent conditions and needs, and deliberative processes to identify appropriate entry points and uses for improved knowledge. Experimental climate services show that the development of well-structured paths among observations, projections, risk assessments and usable information requires sustained participation in “knowledge management systems” for early warning across temporal and spatial scales. Central to these systems is a collaborative framework between research and management to ensure anticipatory coordination between decision makers and information providers, allowing for emerging research findings and their attendant uncertainties to be considered. Early warnings in this context are not simply forecasts or
Kostagiolas, P.; Lappa, E.
Information is at the centre of every hospital activity including clinical decisions and healthcare service delivery systems. Although information is an important hospital asset, several issues related to its management and organization needs to be addressed within the hospitals. The management of healthcare information is a strategic goal related to the reduction of healthcare service provision costs, and to the improvement of quality and safety of healthcare services. By discussing the rather obvious necessity for information organization and management in the healthcare domain, this work aims at the role of healthcare information services, i.e. hospital libraries and patient medical records. Finally, a typology of information services’ contributions to hospital environment is presented.
Roberts, Charles; Blower, Jon; Maso, Joan; Diaz, Daniel; Griffiths, Guy; Lewis, Jane
The sharing and visualization of environmental data through OGC Web Map Services is becoming increasingly common. However, information about the quality of data is rarely presented. (In this presentation we consider mostly data uncertainty as a measure of quality, although we acknowledge that many other quality measures are relevant to the geoscience community.) In the context of the GeoViQua project (http://www.geoviqua.org) we have developed conventions and tools for using WMS to deliver data quality information. The "WMS-Q" convention describes how the WMS specification can be used to publish quality information at the level of datasets, variables and individual pixels (samples). WMS-Q requires no extensions to the WMS 1.3.0 specification, being entirely backward-compatible. (An earlier version of WMS-Q was published as OGC Engineering Report 12-160.) To complement the WMS-Q convention, we have also developed extensions to the OGC Symbology Encoding (SE) specification, enabling uncertain geoscience data to be portrayed using a variety of visualization techniques. These include contours, stippling, blackening, whitening, opacity, bivariate colour maps, confidence interval triangles and glyphs. There may also be more extensive applications of these methods beyond the visual representation of uncertainty. In this presentation we will briefly describe the scope of the WMS-Q and "extended SE" specifications and then demonstrate the innovations using open-source software based upon ncWMS (http://ncwms.sf.net). We apply the tools to a variety of datasets including Earth Observation data from the European Space Agency's Climate Change Initiative. The software allows uncertain raster data to be shared through Web Map Services, giving the user fine control over data visualization.
Purpose: The purpose of this paper is to examine the performance of five alternative measures of service quality in the high education sector--service quality (SERVQUAL), importance-weighted SERVQUAL, service performance (SERVPERF), importance-weighted SERVPERF, and higher education performance (HEdPERF). Design/methodology/approach: Data were…
Jessee, William F.; Morgan-Williams, Gale
Discusses need for systems-based approach to quality assurance in mental health services, which can provide useful information to administrators and practitioners as they work to maintain or improve quality of care provided to patients. Introduces generic model for monitoring and evaluating quality of care and discusses potential barriers to its…
Yang, Peng; Pan, Feng; Liu, Danhong; Xu, Yongyong
In order to construct a function model of community health service (CHS) information for development of CHS information management system, Integration Definition for Function Modeling (IDEF0), an IEEE standard which is extended from Structured Analysis and Design(SADT) and now is a widely used function modeling method, was used to classifying its information from top to bottom. The contents of every level of the model were described and coded. Then function model for CHS information, which includes 4 super-classes, 15 classes and 28 sub-classed of business function, 43 business processes and 168 business activities, was established. This model can facilitate information management system development and workflow refinement.
Tang, Rong; Ng, K. B.; Strzalkowski, Tomek; Kantor, Paul B.
Reports preliminary results of a study to develop and automate new metrics for assessment of information quality in text documents, particularly in news. Through focus group studies, quality judgment experiments, and textual feature extraction and analysis, nine quality aspects were generated and applied in human assessments. Experiments were…
Wimsatt-Fraim, Teresa S.
A program was conducted to improve the quality of food service through the training of 44 food and nutrition service employees in a 200-bed hospital. A 12-week quality control program was implemented to address four key areas: food temperatures, food accuracy, food quality, and dietary personnel. Learning strategies, emphasizing critical thinking…
Sumaedi, Sik; Bakti, Gede Mahatma Yuda; Metasari, Nur
Purpose: This paper aims to identify: university students' perceived service quality dimensions; the dimensions contributing most towards overall students' perceived service quality; and whether there is a difference in perceived quality level of each dimension based on students' year of study and gender in the context of undergraduate students of…
Awe, Susan C.
Presents the model of the Information Service of the Wisconsin Small Business Development Center Information Service, including the objectives and tasks necessary to develop an information service, and staffing and funding guidelines for the first two years. (EJS)
Describes two action research projects undertaken at an Australian university to improve quality of services to foreign students and improve the institution's image through word of mouth, or informal marketing. Each project, although small, facilitated changes or improvements to a targeted service. The role of management in empowering employees…
Tate, Mary; Evermann, Joerg; Hope, Beverley; Barnes, Stuart
Online service quality is a much-studied concept. There is considerable evidence that user expectations and perceptions of self-service and online service quality differ in different business domains. In addition, the nature of online services is continually changing and universities have been at the forefront of this change, with university websites increasingly acting as a portal for a wide range of online transactions for a wide range of stakeholders. In this qualitative study, we conduct focus groups with a range of stakeholders in a university web portal. Our study offers a number of insights into the changing nature of the relationship between organisations and customers. New technologies are influencing customer expectations. Customers increasingly expect organisations to have integrated information systems, and to utilise new technologies such as SMS and web portals. Organisations can be slow to adopt a customer-centric viewpoint, and persist in providing interfaces that are inconsistent or require inside knowledge of organisational structures and processes. This has a negative effect on customer perceptions.
Skelly, Niamh; Schnittger, Rebecca I; Butterly, Lisa; Frorath, Charlotte; Morgan, Craig; McLoughlin, Declan M; Fearon, Paul
According to the recovery model of mental health care, service development should incorporate the expert knowledge of service users. To date, there has been limited research into conceptualizations of mental health care quality among services users diagnosed with bipolar disorder or psychosis. To investigate service user perspectives on quality of care, we conducted six focus groups (N = 29) with inpatients and outpatients of an independent Irish mental health service. We undertook an inductive thematic analysis of the data. Participants identified proactive staff, meaningful and warm staff-patient interactions, and safety and sociability in the inpatient environment as components of good quality mental health care. Participants also discussed how the implementation of best practice guidelines does not necessarily improve quality of care from the service user perspective. This and similar qualitative research should be used to inform service development and the creation of evaluation instruments compatible with the recovery model. PMID:24163347
... HUMAN SERVICES Agency for Healthcare Research and Quality Agency Information Collection Activities: Proposed Collection; Comment Request AGENCY: Agency for Healthcare Research and Quality, HHS. ACTION: Notice. SUMMARY: This notice announces the intention of the Agency for Healthcare Research and...
Jenaro, C.; Vega, V.; Flores, N.; Cruz, M.
Background: Concepts such as support, quality of life and quality of services are customary in services for people with intellectual disabilities. The identification of the different ways of conceiving, prioritising and implementing these concepts by service providers can help to drive changes to achieve better personal outcomes for this…
Delene, Linda; Bunda, Mary Anne
This paper presents a market driven model for assessing the service quality of support services in higher education, primarily for United States institutions, by examining higher education within the context of a complex service industry. The paper begins by explaining the development of the model and its implications for service management. Next,…
Hodge, J G; Gostin, L O; Jacobson, P D
Personally identifiable health information about individuals and general medical information is increasingly available in electronic form in health databases and through online networks. The proliferation of electronic data within the modern health information infrastructure presents significant benefits for medical providers and patients, including enhanced patient autonomy, improved clinical treatment, advances in health research and public health surveillance, and modern security techniques. However, it also presents new legal challenges in 3 interconnected areas: privacy of identifiable health information, reliability and quality of health data, and tortbased liability. Protecting health information privacy (by giving individuals control over health data without severely restricting warranted communal uses) directly improves the quality and reliability of health data (by encouraging individual uses of health services and communal uses of data), which diminishes tort-based liabilities (by reducing instances of medical malpractice or privacy invasions through improvements in the delivery of health care services resulting in part from better quality and reliability of clinical and research data). Following an analysis of the interconnectivity of these 3 areas and discussing existing and proposed health information privacy laws, recommendations for legal reform concerning health information privacy are presented. These include (1) recognizing identifiable health information as highly sensitive, (2) providing privacy safeguards based on fair information practices, (3) empowering patients with information and rights to consent to disclosure (4) limiting disclosures of health data absent consent, (5) incorporating industry-wide security protections, (6) establishing a national data protection authority, and (7) providing a national minimal level of privacy protections. PMID:10535438
... 42 Public Health 3 2010-10-01 2010-10-01 false Use of quality improvement organization review information. 422.153 Section 422.153 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES, DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) MEDICARE PROGRAM MEDICARE ADVANTAGE PROGRAM Quality Improvement § 422.153 Use of quality...
... 42 Public Health 3 2011-10-01 2011-10-01 false Use of quality improvement organization review information. 422.153 Section 422.153 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES, DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) MEDICARE PROGRAM MEDICARE ADVANTAGE PROGRAM Quality Improvement § 422.153 Use of quality...
... 42 Public Health 4 2013-10-01 2013-10-01 false Disclosure of quality review study information. 480.140 Section 480.140 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES, DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) QUALITY IMPROVEMENT ORGANIZATIONS ACQUISITION, PROTECTION, AND DISCLOSURE OF QUALITY IMPROVEMENT ORGANIZATION...
... 42 Public Health 4 2012-10-01 2012-10-01 false Disclosure of quality review study information. 480.140 Section 480.140 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES, DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) QUALITY IMPROVEMENT ORGANIZATIONS ACQUISITION, PROTECTION, AND DISCLOSURE OF QUALITY IMPROVEMENT ORGANIZATION...
... 42 Public Health 4 2014-10-01 2014-10-01 false Disclosure of quality review study information. 480.140 Section 480.140 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES, DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) QUALITY IMPROVEMENT ORGANIZATIONS ACQUISITION, PROTECTION, AND DISCLOSURE OF QUALITY IMPROVEMENT ORGANIZATION...
Zolhavarieh, Seyedjamal; Barati, Molood
In this paper, we discuss about concept of Quality of Service (QoS) in Wireless Sensor Networks (WSN) and different methods to improve data security network. The most useful methods for network traffic control are Differentiated Services (DS), Integrated Services, Multi-Protocol Labeled Switching (MPLS), Resource Reservation Protocol (RSVP) and Traffic Engineering. Quality of Service is responsible for data transfer between different parts of the network and it guarantees some series of transport properties on the network .
Oskooei, Meysam Ahmadi; Daud, Salwani binti Mohd; Chua, Fang-Fang
Since the service-oriented architecture (SOA) has been designed to develop the system as a distributed application, the service selection has become a vital aspect of service-oriented computing (SOC). Selecting the appropriate web service with respect to quality of service (QoS) through using mathematical solution for optimization of problem turns the service selection problem into a common concern for service users. Nowadays, number of web services that provide the same functionality is increased and selection of services from a set of alternatives which differ in quality parameters can be difficult for service consumers. In this paper, a new model for QoS attributes and metrics is proposed to provide a suitable solution for optimizing web service selection and composition with low complexity.
Zandian, Fatemeh; Riahinia, Nosrat; Azimi, Ali; Poursalehi, Nastaran
Purpose: Online information vendors currently offer a variety of additional services; among these are alert services which present requested information on recent publications to registered users. This paper aims to investigate a variety of alert services provided by four online information vendors. Design/methodology/approach: A comparison of the…
Health and Welfare Council of Central Maryland, Inc., Baltimore.
Within a standard format the details of instruction and training in various areas (units) of information and referral (I and R) services are given for Social Security Administration workers. Each unit is specified by the following categories: objective, special consideration, background, presentation, participation, review, and examples. There are…
Lindquist, Mats G.
Computer-based information search services (ISSs) of the type that provide online literature searches are analyzed from a systems viewpoint using a continuous simulation model. The methodology applied is "system dynamics," and the system language is DYNAMO. The analysis reveals that the observed growth and stagnation of a typical ISS can be…
Spicer, Donald Z.
For at least the last quarter century, enterprises--including higher education institutions--have increasingly relied on Information Technology Services (ITS) for business functions. As a result, IT organizations have had to develop the discipline of production operations as well as recovery procedures to respond when those operations are…
King, Donald W.
Discusses the components of marketing (i.e., consumer markets, product development, sales, advertising and promotion, packaging, distribution, pricing, and market research), how information products and services relate to those components, and the pricing of products from a bibliographic database. Two figures and a 17-item reference list are…
Allard, Daniel A.; Gladden, Roy E.; Wright, Jesse J.; Hy, Franklin H.; Rabideau, Gregg R.; Wallick, Michael N.
This software is provided by the Mars Relay Operations Service (MaROS) task to a variety of Mars projects for the purpose of coordinating communications sessions between landed spacecraft assets and orbiting spacecraft assets at Mars. The Information Management Service centralizes a set of functions previously distributed across multiple spacecraft operations teams, and as such, greatly improves visibility into the end-to-end strategic coordination process. Most of the process revolves around the scheduling of communications sessions between the spacecraft during periods of time when a landed asset on Mars is geometrically visible by an orbiting spacecraft. These relay sessions are used to transfer data both to and from the landed asset via the orbiting asset on behalf of Earth-based spacecraft operators. This software component is an application process running as a Java virtual machine. The component provides all service interfaces via a Representational State Transfer (REST) protocol over https to external clients. There are two general interaction modes with the service: upload and download of data. For data upload, the service must execute logic specific to the upload data type and trigger any applicable calculations including pass delivery latencies and overflight conflicts. For data download, the software must retrieve and correlate requested information and deliver to the requesting client. The provision of this service enables several key advancements over legacy processes and systems. For one, this service represents the first time that end-to-end relay information is correlated into a single shared repository. The software also provides the first multimission latency calculator; previous latency calculations had been performed on a mission-by-mission basis.
Najafi, Seyedvahid; Saati, Saber; Tavana, Madjid
Service quality is often conceptualized as the comparison between service expectations and the actual performance perceptions. It enhances customer satisfaction, decreases customer defection, and promotes customer loyalty. Substantial literature has examined the concept of service quality, its dimensions, and measurement methods. We introduce the perceived service quality index (PSQI) as a single measure for evaluating the multiple-item service quality construct based on the SERVQUAL model. A slack-based measure (SBM) of efficiency with constant inputs is used to calculate the PSQI. In addition, a non-linear programming model based on the SBM is proposed to delineate an improvement guideline and improve service quality. An empirical study is conducted to assess the applicability of the method proposed in this study. A large number of studies have used DEA as a benchmarking tool to measure service quality. These models do not propose a coherent performance evaluation construct and consequently fail to deliver improvement guidelines for improving service quality. The DEA models proposed in this study are designed to evaluate and improve service quality within a comprehensive framework and without any dependency on external data.
Continuous Quality Improvement (or Total Quality Management) is an approach to management originally used in manufacturing and now being applied in the health services. This article describes a model of Continuous Quality Improvement which has been used in NSW public and private hospitals. The model consists of Ten Key Elements. The first driving force of this model is 'defining quality in terms of customer expectations' of quality. The second driving force emphasises that 'quality improvement is a leadership issue'. Leaders are required to: coordinate staff participation in work process analysis; train staff in the customer service orientation; lead effective meetings and negotiate with both internal and external service partners. Increased staff motivation, quality improvement and reduction in running costs are seen to be the benefits of CQI for health service organisations. PMID:10117452
Zhang, Shaochen; Li, Yun
Individual owned forests have boomed in the last decade in China. Hundreds of millions of private forest owners have emerged since years of afforestation practice and collective forest ownership reform. Most of those private forest owners are former peasants living in afforestation areas. They thirst for forestry information, such as technique knowledge, forestry policies, finance, marketing, etc. Unfortunately the ways they could get certain information are very limit. Before internet time, Local governments are the main channel they search helps for useful information and technique supports. State and local governments have paid much attention to provide necessary forestry technique supports to those small forest owners and provided varies training projects, issued official forestry information through their websites. While, as state government expands household contract system in the management of collective forestry land, the number of individual forest owners is bumping up in future 5 years. There is still a gap between supplying ability and requirement of forestry information. To construct an effective forestry information service system in next 3-5 year can bridge the gap. This paper discusses the framework of such an information service system.
Anaza, Nwamaka A.; Rutherford, Brian N.; Widdows, Richard
The authors examined the direct and indirect impact of empowerment on service quality as perceived by Extension staff. Using a sample 283 respondents, the results revealed that along with empowerment, constructs such as job satisfaction and organizational identification positively affected service quality. Undoubtedly, each of these variables…
Measuring the quality of service in higher education is increasingly important, particularly as fees introduce a more consumerist ethic amongst students. This paper aims to test and compare the relative efficacy of three measuring instruments of service quality (namely HEdPERF, SERVPERF and the moderating scale of HEdPERF-SERVPERF ) within a…
Blobel, B; Holena, M
The structure of healthcare systems in developed countries is changing to 'shared care', enforced by economic constraints and caused by a change in the basic conditions of care. That development results in co-operative health information systems across the boundaries of organisational, technological, and policy domains. Increasingly, these distributed and, as far as their domains are concerned, heterogeneous systems are based on middleware approaches, such as CORBA. Regarding the sensitivity of personal and medical data, such open, distributed, and heterogeneous health information systems require a high level of data protection and data security, both with respect to patient information and with respect to users. This paper, relying on experience gained through our activities in CORBAmed, describes the possibilities the CORBA middleware provides to achieve application and communication security. On the background of the overall CORBA architecture, it outlines the different security services previewed in the adopted CORBA specifications which are discussed in the context of the security requirements of healthcare information systems. Security services required in the healthcare domain but not available at the moment are mentioned. A solution is proposed, which on the one hand allows to make use of the available CORBA security services and additional ones, on the other hand remains open to other middleware approaches, such as DHE or HL7. PMID:9848400
Yan, Gongjun; Yang, Weiming; Shaner, Earl F.; Rawat, Danda B.
Intelligent Vehicular Networks, known as Vehicle-to-Vehicle and Vehicle-to-Roadside wireless communications (also called Vehicular Ad hoc Networks), are revolutionizing our daily driving with better safety and more infortainment. Most, if not all, applications will depend on accurate location information. Thus, it is of importance to provide intrusion-tolerant location information services. In this paper, we describe an adaptive algorithm that detects and filters the false location information injected by intruders. Given a noisy environment of mobile vehicles, the algorithm estimates the high resolution location of a vehicle by refining low resolution location input. We also investigate results of simulations and evaluate the quality of the intrusion-tolerant location service.
Boulos, Maged N Kamel
Brute health information delivery to various devices can be easily achieved these days, making health information instantly available whenever it is needed and nearly anywhere. However, brute health information delivery risks overloading users with unnecessary information that does not answer their actual needs, and might even act as noise, masking any other useful and relevant information delivered with it. Users' profiles and needs are definitely affected by where they are, and this should be taken into consideration when personalising and delivering information to users in different locations. The main goal of location-based health information services is to allow better presentation of the distribution of health and healthcare needs and Internet resources answering them across a geographical area, with the aim to provide users with better support for informed decision-making. Personalised information delivery requires the acquisition of high quality metadata about not only information resources, but also information service users, their geographical location and their devices. Throughout this review, experience from a related online health information service, HealthCyberMap , is referred to as a model that can be easily adapted to other similar services. HealthCyberMap is a Web-based directory service of medical/health Internet resources exploring new means to organise and present these resources based on consumer and provider locations, as well as the geographical coverage or scope of indexed resources. The paper also provides a concise review of location-based services, technologies for detecting user location (including IP geolocation), and their potential applications in health and healthcare. PMID:12556243
North Carolina Partnership for Children, Raleigh.
Leading a series of in-depth technical assistance papers on improving the quality in early care and education programs, this brochure is designed to help local communities consider the most effective strategies in designing and implementing programs that improve child care quality. A quality enhancement approach is taken whereby communities begin…
Wilde, Franceska D.
WaterQualityWatch is an online resource of the U.S. Geological Survey (USGS) that provides access to continuous real-time measurements of water temperature, specific electrical conductance, pH, dissolved oxygen, turbidity, and nitrate at selected data-collection stations throughout the Nation. Additional online resources of the USGS that pertain to various types of water-quality information are shown on the reverse side of this bookmark.
Fraihi, Khalid J. Al; FAMCO, Dip; FAMCO, Fellow; Latif, Shahid A.
Objectives: To investigate perceptions and expectations of patients regarding hospital outpatient services by using a service quality gap model and factors influencing such gaps. Methods: In this cross-sectional descriptive study conducted between October and November 2014 in the outpatient waiting areas of a hospital in the Eastern Province of Saudi Arabia, a sample of 306 patients was selected by convenience sampling technique. The data was collected through an Arabic version of the service quality (SERVQUAL) questionnaire consisting of 2 parts: patients’ demographic characteristics, and 22 items scales of patients’ expectations and perceptions of SERVQUAL. The data was analyzed by confirmatory factor analysis, independent, and paired t samples tests and one way analysis of variance test. Results: The results showed that the proposed model for service quality dimensions had a good fit by satisfying the recommended values. The patients’ expectations exceeded perceptions in all service quality dimensions indicating statistically significant service quality gaps (t=26.3, p<0.000). Findings revealed that the empathy dimension contributed most patients’ expectations (4.7 ± 0.5) and perceptions (3.7 ± 0.8) scores, and responsiveness contributed least to expectations (4.5 ± 0.6) and perceptions (3.2 ± 0.8) scores. Prompt services showed highest service quality gap, while observation of privacy showed the smallest service quality gap in the statements. The study showed a significant association between gender, age, education, multiple visits, and service quality dimensions. Conclusion: The proposed model is valid and reliable and significant service quality gaps of all 5 dimensions need to be prioritized and addressed by focused improvement efforts of hospital management. PMID:27052285
Xavier, E. M. A.; Ariza-López, F. J.; Ureña-Cámara, M. A.
In the field of spatial data every day we have more and more information available, but we still have little or very little information about the quality of spatial data. We consider that the automation of the spatial data quality assessment is a true need for the geomatic sector, and that automation is possible by means of web processing services (WPS), and the application of specific assessment procedures. In this paper we propose and develop a WPS tier centered on the automation of the positional quality assessment. An experiment using the NSSDA positional accuracy method is presented. The experiment involves the uploading by the client of two datasets (reference and evaluation data). The processing is to determine homologous pairs of points (by distance) and calculate the value of positional accuracy under the NSSDA standard. The process generates a small report that is sent to the client. From our experiment, we reached some conclusions on the advantages and disadvantages of WPSs when applied to the automation of spatial data accuracy assessments.
... Enabled by Health IT AGENCY: Agency for Healthcare Research and Quality (AHRQ), Health and Human Services... information technology (IT) system developers, including vendors; payers, quality measure developers, end... regarding quality measurement enabled by health IT. Quality measurement--the assessment of the...
CAUSE, Boulder, CO.
Six papers and two abstracts of papers are presented from the 1995 CAUSE conference track on user services issues faced by managers of information technology at colleges and universities. The papers include: (1) "Academic Computing Services: MORE than a Utility" (Scott Bierman and Cathy Smith), which focuses on Carleton College's efforts to serve…
Pai, Yogesh P; Chary, Satyanarayana T
Purpose - Although measuring healthcare service quality is not a new phenomenon, the instruments used to measure are timeworn. With the shift in focus to patient centric processes in hospitals and recognizing healthcare to be different compared to other services, service quality measurement needs to be tuned specifically to healthcare. The purpose of this paper is to design a conceptual framework for measuring patient perceived hospital service quality (HSQ), based on existing service quality literature. Design/methodology/approach - Using HSQ theories, expanding existing healthcare service models and literature, a conceptual framework is proposed to measure HSQ. The paper outlines patient perceived service quality dimensions. Findings - An instrument for measuring HSQ dimensions is developed and compared with other service quality measuring instruments. The latest dimensions are in line with previous studies, but a relationship dimension is added. Practical implications - The framework empowers managers to assess healthcare quality in corporate, public and teaching hospitals. Originality/value - The paper helps academics and practitioners to assess HSQ from a patient perspective. PMID:27120508
Hernon, Peter; Altman, Ellen
Describes a study which linked the misconduct of proposing, performing, and reporting academic research to librarians' perceptions of service quality; explores implications of fraud for library collections and information services; and discusses factors meriting further research. Tables present examples of sources in which those implicated in…
In coordination with the Information Infrastructure Task Force (IITF), the Office of Management and Budget (OMB) is promoting the establishment of an agency-based Government Information Locator Service (GILS) to help the public locate and access information throughout the Federal Government. This report presents a vision of how GILS will be implemented. Working primarily with OMB and the Locator Subgroup of the Interagency Working Group on Public Access, Eliot Christian of the US Geological Survey prepared this report under the auspices of the IITF Committee on Information Policy. This vision of GILS has also received extensive review by various Federal agencies and other interested parties, including some non-Federal organizations and by the general public through notices in both the Federal Register and the Commerce Business Daily and at a public meeting held in December, 1993. As part of the Federal role in the National Information Infrastructure, GILS will identify and describe information resources throughout the Federal government, and provide assistance in obtaining the information. It will be decentralized and will supplement other agency and commercial information dissemination mechanisms. The public will use GILS directly or through intermediaries, such as the Government Printing Office, the National Technical Information Service, the Federal depository libraries, other public libraries, and private sector information services. Direct users will have access to a GILS Core accessible on the Internet without charge. Intermediate access may include kiosks, "800 numbers", electronic mail, bulletin boards, fax, and off-line media such as floppy disks, CD-ROM, and printed works. GILS will use standard network technology and the American National Standards Institute Z39.50 standard for information search and retrieval so that information can be retrieved in a variety of ways. Direct users will eventually have access to many other Federal and non
Background The impact of a pediatric rehabilitation service delivery reorganization to improve access to services on parents' and service providers' perception of service quality was evaluated. Child-, family-, service- and service provider-related characteristics possibly associated with these perceptions were explored. Methods Perceptions were measured using the Measure of Processes of Care tools and open ended questions before (2007), during (2008) and following (2009) service reorganization. Child and family characteristics, services received and service provider data were documented. Mean MPOC scores were compared over time (ANOVAs and Generalized Estimating Equations) and t-tests, correlations and ANOVAs determined whether the characteristics influenced scores. Results Families' (n = 222) and service providers' (n = 129) perceptions of quality were high in 2007 (3.67 to 6.31/7) and remained high over the next 2 years (p ≥ 0.16). Two MPOC domain scores (Respectful care and Providing general information) were consistently scored the highest (mean ≥ 5.66/7) and the lowest (mean ≤ 4.75/7), respectively. Families with more education and those with children 12-21 years old tended to attribute lower MPOC scores. Participants were generally satisfied with the new service model and recommendations included improving information exchange. Conclusions Results suggest that it is possible to reorganize pediatric rehabilitation services while maintaining quality. PMID:20687932
Gharibi, Farid; Tabrizi, JafarSadegh; Eteraf Oskouei, MirAli; AsghariJafarabadi, Mohammad
Background: Service quality is considered as a main domain of quality associated with non-clinical aspect of healthcare. This study aimed to survey and improves service quality of delivered care in the Physiotherapy Clinic affiliated with the Tabriz University of Medical Sciences, Tabriz, Iran. Methods: A quasi experimental interventional study was conducted in the Physiotherapy Clinic, 2010-2011. Data were collected using a validated and reliable researcher made questionnaire with participation of 324 patients and their coadjutors. The study questionnaire consisted of 7 questions about demographic factors and 38 questions for eleven aspects of service quality. Data were then analyzed using paired samples t-test by SPSS16. Results: In the pre intervention phase, six aspects of service quality including choice of provider, safety, prevention and early detection, dignity, autonomy and availability achieved non-acceptable scores. Following interventions, all aspects of the service quality improved and also total service quality score improved from 8.58 to 9.83 (P<0.001). Conclusion: Service quality can be improved by problem implementation of appropriate interventions. The acquired results can be used in health system fields to create respectful environments for healthcare customers. PMID:25097838
Salvaggio, Amy Nicole; Schneider, Benjamin; Nishii, Lisa H; Mayer, David M; Ramesh, Anuradha; Lyon, Julie S
This article conceptually and empirically explores the relationships among manager personality, manager service quality orientation, and climate for customer service. Data were collected from 1,486 employees and 145 managers in grocery store departments (N = 145) to test the authors' theoretical model. Largely consistent with hypotheses, results revealed that core self-evaluations were positively related to managers' service quality orientation, even after dimensions of the Big Five model of personality were controlled, and that service quality orientation fully mediated the relationship between personality and global service climate. Implications for personality and organizational climate research are discussed. PMID:18020810
Burkhardt, Laura; Alger, Linda; Whittredge, Roy; Stasiowski, Peter
The Advanced Information Processing System (AIPS) is a multi-computer architecture composed of hardware and software building blocks that can be configured to meet a broad range of application requirements. The hardware building blocks are fault-tolerant, general-purpose computers, fault-and damage-tolerant networks (both computer and input/output), and interfaces between the networks and the computers. The software building blocks are the major software functions: local system services, input/output, system services, inter-computer system services, and the system manager. The foundation of the local system services is an operating system with the functions required for a traditional real-time multi-tasking computer, such as task scheduling, inter-task communication, memory management, interrupt handling, and time maintenance. Resting on this foundation are the redundancy management functions necessary in a redundant computer and the status reporting functions required for an operator interface. The functional requirements, functional design and detailed specifications for all the local system services are documented.
Arnold, Julie; Kaske, Neal K.
A quantitative study of a university chat reference service (online synchronous) addresses the following research questions: (1) What types of questions are being asked? (2) Who is asking the questions of the service? and (3) Did the customers get correct answers to their questions? All the transcripts (351) from January through August 2002 were…
Yun, Eun Kyoung; Chun, Kee Moon
Telemedicine generally refers to the use of communications and information technologies for the delivery of health care. owever, telemedicine is not merely a simple combination of health care and technology. The researchers propose a systematic approach for assessing needs of telemedicine customers, called critical-to-quality (CTQ) in Six Sigma, with a purpose of continuous quality improvement. The combination approach using DFSS (Design for Six Sigma) and SERVQUAL (Service Quality Framework) was applied to define the critical quality attributes of telemedicine service management and to match them with the current telemedicine process. With a step-by-step procedure, telemedicine service process was reviewed and all the important CTQ candidates identified via a case study. The findings suggest that nurses need further understanding and research methods that will improve and manage the quality of health care service in various medical fields. PMID:19330973
... National Technical Information Service National Technical Information Service Advisory Board AGENCY... announces the next meeting of the National Technical Information Service Advisory Board (the Advisory Board... (NTIS) on policies and operations of the Service. DATES: The Advisory Board will meet on...
... National Technical Information Service National Technical Information Service Advisory Board AGENCY... announces the next meeting of the National Technical Information Service Advisory Board (the Advisory Board... (NTIS) on policies and operations of the Service. DATES: The Advisory Board will meet on...
Despite the fact that service quality is a critical determinant of website success, studies show that consumers frequently view the service quality delivered through websites as unsatisfactory. This paper outlines a study that investigated the dimensions of website service excellence valued by Irish customers of a small-to-medium enterprise specialising in gifts. The E-S-QUAL measurement instrument was applied to the customers who purchase products online from this retailer, in order to determine their purchasing patterns and the dimensions of e-service quality that they value. The results of this study indicate the effectiveness of the instrument in determining gaps in e-service quality. The findings will be of benefit both to practitioners and researchers seeking to improve their understanding of the factors that contribute towards the creation and maintenance of consumer satisfaction in Irish online transactions.
Brand, R R; Cronin, J J; Routledge, J B
Marketing has taken on increased importance in the United States' health care industry, especially with respect to Americans aged 55 and older. Given that health care costs account for 14 percent of the GNP of the U.S., and that older Americans represent nearly 25 percent of all health care expenditures, the ability of physicians to assess the perceptions of service quality, service value, and satisfaction and the effects of these variables on patient loyalty with respect to older patients is very important. A comprehensive model of patient behavior is introduced and tested. The results suggest the medical office staff and the expertise of the physician play particularly important roles in older patients' perceptions of service quality. In addition, strong relationships were found between (1) Service Quality and Satisfaction, (2) Satisfaction and Patient Behavior (repeated use of the physician), and (3) Service Quality and Patient Behavior. Conclusions and suggestions for future research are offered. PMID:10179448
Chao, Chia Chen; Jen, Wen Yuan; Li, Yu-Chuan; Chi, Y P; Chen, Chang-I; Feng, Chen Chjeh
Improving healthcare service quality for illness of treatment, illness prevention and patient service is difficult for most hospitals because the hospitals are lack adequate resources and labor. In order to provide better healthcare service quality for patients, mobile technology can be used to manage healthcare in a way that provides the optimal healthcare service for patients. Pursuing utilization of mobile technology for better patient service, Taipei Medical University Municipal W. F. Teaching Hospital has implemented a mobile healthcare service (m-HS) system to increase healthcare service quality. The m-HS system improves the quality of medical care as well as healthcare service. The m-HS is a multi-functional healthcare management agent, meets the mobile tendency of the present society. This study seeks to discuss the m-HS architecture and workflow processes. We believe the m-HS does have the potential to improve healthcare service quality. Finally, the conclusions and suggestions for the m-HS are given. PMID:16160283
Bobocea, L; Gheorghe, IR; Spiridon, St; Gheorghe, CM; Purcarea, VL
Applying marketing in health care services is presently an essential element for every manager or policy maker. In order to be successful, a health care organization has to identify an accurate measurement scale for defining service quality due to competitive pressure and cost values. The most widely employed scale in the services sector is SERVQUAL scale. In spite of being successfully adopted in fields such as brokerage and banking, experts concluded that the SERVQUAL scale should be modified depending on the specific context. Moreover, the SERVQUAL scale focused on the consumer’s perspective regarding service quality. While service quality was measured with the help of SERVQUAL scale, other experts identified a structure-process-outcome design, which, they thought, would be more suitable for health care services. This approach highlights a different perspective on investigating the service quality, namely, the physician’s perspective. Further, we believe that the Seven Prong Model for Improving Service Quality has been adopted in order to effectively measure the health care service in a Romanian context from a physician’s perspective. PMID:27453745
Bobocea, L; Gheorghe, I R; Spiridon, St; Gheorghe, C M; Purcarea, V L
Applying marketing in health care services is presently an essential element for every manager or policy maker. In order to be successful, a health care organization has to identify an accurate measurement scale for defining service quality due to competitive pressure and cost values. The most widely employed scale in the services sector is SERVQUAL scale. In spite of being successfully adopted in fields such as brokerage and banking, experts concluded that the SERVQUAL scale should be modified depending on the specific context. Moreover, the SERVQUAL scale focused on the consumer's perspective regarding service quality. While service quality was measured with the help of SERVQUAL scale, other experts identified a structure-process-outcome design, which, they thought, would be more suitable for health care services. This approach highlights a different perspective on investigating the service quality, namely, the physician's perspective. Further, we believe that the Seven Prong Model for Improving Service Quality has been adopted in order to effectively measure the health care service in a Romanian context from a physician's perspective. PMID:27453745
... Fish and Wildlife Service Proposed Information Collection; Alaska Guide Service Evaluation AGENCY: Fish... Service Evaluation) to help us evaluate commercial guide services on our national wildlife refuges in the.... Data OMB Control Number: 1018-0141. Title: Alaska Guide Service Evaluation. Service Form Number(s):...
Southon, Frank Charles Gray; Sauer, Chris; Dampney, Christopher Noel Grant (Kit)
Abstract Objective: To identify impediments to the successful transfer and implementation of packaged information systems through large, divisionalized health services. Design: A case analysis of the failure of an implementation of a critical application in the Public Health System of the State of New South Wales, Australia, was carried out. This application had been proven in the United States environment. Measurements: Interviews involving over 60 staff at all levels of the service were undertaken by a team of three. The interviews were recorded and analyzed for key themes, and the results were shared and compared to enable a continuing critical assessment. Results: Two components of the transfer of the system were considered: the transfer from a different environment, and the diffusion throughout a large, divisionalized organization. The analyses were based on the Scott-Morton organizational fit framework. In relation to the first, it was found that there was a lack of fit in the business environments and strategies, organizational structures and strategy-structure pairing as well as the management process-roles pairing. The diffusion process experienced problems because of the lack of fit in the strategy-structure, strategy-structure-management processes, and strategy-structure-role relationships. Conclusion: The large-scale developments of integrated health services present great challenges to the efficient and reliable implementation of information technology, especially in large, divisionalized organizations. There is a need to take a more sophisticated approach to understanding the complexities of organizational factors than has traditionally been the case. PMID:9067877
Morra, Marion E; Thomsen, Chris; Vezina, Anne; Akkerman, Doreen; Bright, Mary Anne; Dickens, Catherine; Hill, David J; Jefford, Michael
The need for accurate and relevant cancer information continues to grow worldwide. While healthcare professionals are the preferred source of cancer information, their time is limited, and patients are often not sure what to ask and their questions do not always come to mind in the physician's office. In its 30-year history, the National Cancer Institute's (NCI's) Cancer Information Service (CIS) has shown that it can increase users' confidence in their ability to seek more information, understand the causes and risk factors for cancer, and participate in decisions about their treatment. In 1996 the International Cancer Information Service Group (ICISG) was formed to facilitate the development of CIS programs throughout the world. A network of nearly 50 cancer organizations from 30 countries, the ICISG strives to provide its member organizations with standards and resources to ensure that the cancer information is of high quality, credible, and up-to-date and that it is delivered in a personal manner that complements and supports the patient/physician relationship. The ICISG offers worldwide resources that can augment the healthcare professionals' offering of information and support to cancer patients and their families. PMID:17572003
This update of the 2008 statement from the American Academy of Pediatrics redirects the discussion of quality health care from the theoretical to the practical within the medical home. This statement reviews the evolution of the medical home concept and challenges the provision of quality adolescent health care within the patient-centered medical home. Areas of attention for quality adolescent health care are reviewed, including developmentally appropriate care, confidentiality, location of adolescent care, providers who offer such care, the role of research in advancing care, and the transition to adult care. PMID:27432849
Herm, Kerstin; Linden, Michael
Printed material is an important part in patient information and is called bibliotherapy. It is subject to quality control similar to any other types of treatment. This paper presents an outline of important quality criteria and methods of quality control. Important quality criteria are: (a) Correctness and validity of content evaluated by mentioning the expertise of the authors, appraisal through external experts, reference to scientific literature, and empirical tests of the content, (b) Readability in respect to text structure measured by the "Flesch-Reading-Ease-Formula" supported by fair graphical design including fond and structure of text, (c) Comprehensibility tested by feedback of patients or standardized by the Hamburg comprehensibility rating, (d) Utility including securing availability, acceptance, differential indication and use. Writing and publication of patient leaflets must be accompanied by quality control measures. PMID:23446824
... HUMAN SERVICES Centers for Medicare & Medicaid Services Request for Information Regarding Health Care... Improvement in Health Care (National Quality Strategy) to create national aims and priorities that would guide local, state, and national efforts to improve the quality of health care in the United States....
... 42 Public Health 3 2013-10-01 2013-10-01 false Use of quality improvement organization review information. 422.153 Section 422.153 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES, DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) MEDICARE PROGRAM (CONTINUED) MEDICARE ADVANTAGE PROGRAM Quality Improvement § 422.153 Use of...
Background The massive growth of health information on the Internet; the global nature of the Internet; the seismic shift taking place in the relationships of various actors in this arena, and the absence of real protection from harm for citizens who use the Internet for health purposes are seen to be real problems. One response to many of these problems has been the burgeoning output of codes of conduct by numerous organizations trying to address quality of health information. Objectives Review the major self-regulatory initiatives in the English-speaking world to develop quality and ethical standards for health information on the Internet. Compare and analyze the approaches taken by the different initiatives. Clarify the issues around the development and enforcement of standards. Methods Quality initiatives selected meet one or more of the following criteria: Self-regulatory. A reasonable constituency. Diversity (eg, of philosophy, approach and process)-to achieve balance and wide representation, and to illustrate and compare different approaches. Historic value. A wider reach than a national audience, except when its reach is a significant sector of the Internet health information industry. The initiatives were compared in 3 ways: (1) Analysis and comparison of: key concepts, mechanism, or approach. Analysis of: the obligations that a provider has to meet to comply with the given initiative, the intended beneficiaries of that initiative, and the burdens imposed on different actors. These burdens are described in terms of their effect on the long-term sustainability and maintenance of the initiative by its developers. Analysis of the enforcement mechanisms. (2) Analysis and comparison by type of sponsoring organization, the reach of the initiative, and the sources of funding of the initiative or the sponsoring organization. (3) How the various initiatives fall under 1 of 3 key mechanisms and comparison of the advantages and disadvantages of these key mechanisms
Adams, Dennis; Lee, Chee-Seng
Logistics can be defined as the process of strategically managing the acquisition, movement, and storage of materials, parts, and finished inventory (and the related information flow) through the organization and its marketing channels in a cost effective manner. It is concerned with delivering the right product to the right customer in the right place at the right time. The logistics function is composed of inventory management, facilities management, communications unitization, transportation, materials management, and production scheduling. The relationship between logistics and information systems is clear. Systems such as Electronic Data Interchange (EDI), Point of Sale (POS) systems, and Just in Time (JIT) inventory management systems are important elements in the management of product development and delivery. With improved access to market demand figures, logisticians can decrease inventory sizes and better service customer demand. However, without accurate, timely information, little, if any, of this would be feasible in today's global markets. Information systems specialists can learn from logisticians. In a manner similar to logistics management, information logistics is concerned with the delivery of the right data, to the ring customer, at the right time. As such, information systems are integral components of the information logistics system charged with providing customers with accurate, timely, cost-effective, and useful information. Information logistics is a management style and is composed of elements similar to those associated with the traditional logistics activity: inventory management (data resource management), facilities management (distributed, centralized and decentralized information systems), communications (participative design and joint application development methodologies), unitization (input/output system design, i.e., packaging or formatting of the information), transportations (voice, data, image, and video communication systems
... Collection; Veterinary Services; Customer Service Survey AGENCY: Animal and Plant Health Inspection Service....gov ). FOR FURTHER INFORMATION CONTACT: For information on the Veterinary Services customer service... Coordinator, at (301) 851-2908. SUPPLEMENTARY INFORMATION: Title: Veterinary Services; Customer Service...
Schneider, B; White, S S; Paul, M C
A set of foundation issues that support employee work and service quality is conceptualized as a necessary but not sufficient cause of a climate for service, which in turn is proposed to be reflected in customer experiences. Climate for service rests on the foundation issues, but in addition it requires policies and practices that focus attention directly on service quality. Data were collected at multiple points in time from employees and customers of 134 branches of a bank and analyzed via structural equation modeling. Results indicated that the model in which the foundation issues yielded a climate for service, and climate for service in turn led to customer perceptions of service quality, fit the data well. However, subsequent cross-lagged analyses revealed the presence of a reciprocal effect for climate and customer perceptions. Implications of these results for theory and research are offered. PMID:9577232
RAHIM KHANLI, MARZIYEH; DANESHMANDI, HADI; CHOOBINEH, ALIREZA
Introduction: Students and university community are social and human resources of the country. The students’ viewpoints about the quality of educational services can be considered as a basis for planning quality promotion and improving organizational performance. This study was conducted to determine the quality gap in educational services by the students of Health and Nutrition School of Shiraz University of Medical Sciences. Methods: In this cross-sectional study, 140 students participated voluntarily (age range=19 to 40 years). The service quality (SERVQUAL) questionnaire was used for data collection. This questionnaire measured the quality gap in 5 dimensions of educational service including assurance, responsiveness, empathy, reliability, and tangibility. The students’ perception about the current conditions and their expectations as to optimal conditions can be determined, using this questionnaire. The score of the gap in quality of educational services is calculated from difference between perception and expectation scores. Due to non-normality of data, non-parametric tests were used. To this end, data were analyzed by statistical tests including Wilcoxon, Friedman, Kruskal-Wallis and Mann-Whiteny tests in SPSS 14. Results: The results showed that there was quality gap in all 5 dimensions of educational services. The largest and the smallest gaps were observed in "responsiveness" with a mean±SD of -0.94±0.74 and in "reliability" with a mean±SD of -0.76±0.69, respectively. There was a significant difference in quality gap between the 5 dimensions (p<0.001). Conclusion: According to the results, the students’ expectations were higher than their perceptions of current conditions; also, in all aspects of the services their expectations were not met. It is recommended that workshops on customer services, communication skills and personnel’s technical skills development should be planned and held. Also, allocating more resources for improving
Keshtkaran, Ali; Hashemi, Neda; Kharazmi, Erfan; Abbasi, Mehdi
Quality function deployment (QFD) is one of the most effective quality design tools. This study applies QFD technique to improve the quality of the burn unit services in Ghotbedin Hospital in Shiraz, Iran. First, the patients' expectations of burn unit services and their priorities were determined through Delphi method. Thereafter, burn unit service specifications were determined through Delphi method. Further, the relationships between the patients' expectations and service specifications and also the relationships between service specifications were determined through an expert group's opinion. Last, the final importance scores of service specifications were calculated through simple additive weighting method. The findings show that burn unit patients have 40 expectations in six different areas. These expectations are in 16 priority levels. Burn units also have 45 service specifications in six different areas. There are four-level relationships between the patients' expectations and service specifications and four-level relationships between service specifications. The most important burn unit service specifications have been identified in this study. The QFD model developed in the study can be a general guideline for QFD planners and executives. PMID:23884047
Armitage, M; Flanagan, D
A large and continuing increase in medical emergency admissions has coincided with a reduction in hospital beds, putting the acute medical services under great pressure. Increasing specialization among physicians creates a conflict between the need to cover acute unselected medical emergencies and the pressure to offer specialist care. The shortage of trained nursing staff and changes in the training of junior doctors and the fall in their working hours contribute to the changing role of the consultant physician. The organization of the acute medical service is of paramount importance and requires multi-disciplinary teamwork on an admissions unit with full support services. Excellent bed management is essential. There must be guidelines for all the common medical emergencies and all units must undertake specific audits of the acute medical service. Continuing professional development (CPD) and continuing medical education (CME) should reflect the workload of the physician; that is, it must include time specifically focused on acute medicine and general (internal) medicine, as well as the specialty interest. PMID:11383434
Zarei, Ehsan; Daneshkohan, Abbas; Khabiri, Roghayeh; Arab, Mohammad
Background: The trust is meant the belief of the patient to the practitioner or the hospital based on the concept that the care provider seeks the best for the patient and will provide the suitable care and treatment for him/her. One of the main determinants of patient’s trust is the service quality. Objectives: This study aimed to examine the effect of quality of services provided in private hospitals on the patient’s trust. Patients and Methods: In this descriptive cross-sectional study, 969 patients were selected using the consecutive method from eight private general hospitals of Tehran, Iran, in 2010. Data were collected through a questionnaire containing 20 items (14 items for quality, 6 items for trust) and its validity and reliability were confirmed. Data were analyzed using descriptive statistics and multivariate regression. Results: The mean score of patients' perception of trust was 3.80 and 4.01 for service quality. Approximately 38% of the variance in patient trust was explained by service quality dimensions. Quality of interaction and process (P < 0.001) were the strongest factors in predicting patient’s trust, but the quality of the environment had no significant effect on the patients' degree of trust. Conclusions: The interaction quality and process quality were the key determinants of patient’s trust in the private hospitals of Tehran. To enhance the patients' trust, quality improvement efforts should focus on service delivery aspects such as scheduling, timely and accurate doing of the service, and strengthening the interpersonal aspects of care and communication skills of doctors, nurses and staff. PMID:25763258
This project consisted of an evaluation of the Environmental Quality Information System (EQuIS) software designed by Earthsoft, Inc. as an environmental data management and analysis platform for monitoring and remediation projects. In consultation with the EQuIS vendor, six pri...
The Environmental Protection Agency's Strategic Plan was developed in response to internal and external concerns about the integrity, consistency, and accuracy of EPA's environmental data. This document explains why a Strategic Plan is needed and the methodology used in its development, cites Agency models of excellence, and presents the six recommendations of EPA's Data and Information Quality Strategic Plan. PMID:12512550
Chen, Yen-Ting; Chou, Tsung-Yu
This paper applied Grey Relational Analysis (GRA) to Quality Function Deployment (QFD) to identify service improvement techniques for an academic library. First, reader needs and their importance, and satisfaction degrees were examined via questionnaires. Second, the service improvement techniques for satisfying the reader needs were developed by…
Hsu, Maxwell K.; Cummings, Richard G.; Wang, Stephen W.
The main purpose of this study is to examine the college students' perception of library services, and to what extent the quality of library services influences students' satisfaction. The findings depict the relationship between academic libraries and their users in today's digital world and identify critical factors that may sustain a viable…
...), office information systems, and telecommunications equipment and services; developing and coordinating... Federal Information Centers; developing and overseeing GSA policy concerning automated information systems... chapter 201, Federal Information Resources Management Regulation (FIRMR), and 48 CFR chapters 1 and...
...), office information systems, and telecommunications equipment and services; developing and coordinating... Federal Information Centers; developing and overseeing GSA policy concerning automated information systems... chapter 201, Federal Information Resources Management Regulation (FIRMR), and 48 CFR chapters 1 and...
Oklahoma State Dept. of Vocational and Technical Education, Stillwater. Curriculum and Instructional Materials Center.
This workshop guide is a unit of study for teaching dietetic assistants to work with quality control in a nursing home or hospital. The objective of the unit is to enable the students to develop and expand a dietetic services administrative and clinical quality assurance program in his or her own institution. Following the unit objective, the unit…
Yeo, Roland K.
Drawing on the experience of an Engineering School in Singapore, the paper explores the success factors of service quality in higher education by integrating the characteristics of SERVQUAL (an instrument for assessing students' experience of higher education) and SQA (Singapore Quality Award). Data were collected by means of structured…
Kolos, S.; Boutsioukis, G.; Hauser, R.
The ATLAS experiment is operated by a highly distributed computing system which is constantly producing a lot of status information which is used to monitor the experiment operational conditions as well as to assess the quality of the physics data being taken. For example the ATLAS High Level Trigger(HLT) algorithms are executed on the online computing farm consisting from about 1500 nodes. Each HLT algorithm is producing few thousands histograms, which have to be integrated over the whole farm and carefully analyzed in order to properly tune the event rejection. In order to handle such non-physics data the Information Service (IS) facility has been developed in the scope of the ATLAS Trigger and Data Acquisition (TDAQ) project. The IS provides a high-performance scalable solution for information exchange in distributed environment. In the course of an ATLAS data taking session the IS handles about a hundred gigabytes of information which is being constantly updated with the update interval varying from a second to a few tens of seconds. IS provides access to any information item on request as well as distributing notification to all the information subscribers. In the latter case IS subscribers receive information within a few milliseconds after it was updated. IS can handle arbitrary types of information, including histograms produced by the HLT applications, and provides C++, Java and Python API. The Information Service is a unique source of information for the majority of the online monitoring analysis and GUI applications used to control and monitor the ATLAS experiment. Information Service provides streaming functionality allowing efficient replication of all or part of the managed information. This functionality is used to duplicate the subset of the ATLAS monitoring data to the CERN public network with a latency of a few milliseconds, allowing efficient real-time monitoring of the data taking from outside the protected ATLAS network. Each information
... 42 Public Health 3 2014-10-01 2014-10-01 false Use of quality improvement organization review... HEALTH AND HUMAN SERVICES (CONTINUED) MEDICARE PROGRAM (CONTINUED) MEDICARE ADVANTAGE PROGRAM Quality Improvement § 422.153 Use of quality improvement organization review information. CMS will acquire...
... 42 Public Health 3 2012-10-01 2012-10-01 false Use of quality improvement organization review... HEALTH AND HUMAN SERVICES (CONTINUED) MEDICARE PROGRAM (CONTINUED) MEDICARE ADVANTAGE PROGRAM Quality Improvement § 422.153 Use of quality improvement organization review information. CMS will acquire...
Tuura, L.; Eulisse, G.; Meyer, A.
A central component of the data quality monitoring system of the CMS experiment at the Large Hadron Collider is a web site for browsing data quality histograms. The production servers in data taking provide access to several hundred thousand histograms per run, both live in online as well as for up to several terabytes of archived histograms for the online data taking, Tier-0 prompt reconstruction, prompt calibration and analysis activities, for re-reconstruction at Tier-1s and for release validation. At the present usage level the servers currently handle in total around a million authenticated HTTP requests per day. We describe the main features and components of the system, our implementation for web-based interactive rendering, and the server design. We give an overview of the deployment and maintenance procedures. We discuss the main technical challenges and our solutions to them, with emphasis on functionality, long-term robustness and performance.
Ranjbar Ezzatabadi, Mohammad; Bahrami, Mohammad Amin; Hadizadeh, Farzaneh; Arab, Masoomeh; Nasiri, Soheyla; Amiresmaili, Mohammadreza; Ahmadi Tehrani, Gholamreza
Background Emotional intelligence is the potential to feel, use, communicate, recognize, remember, describe, identify, learn from, manage, understand and explain emotions. Service quality also can be defined as the post-consumption assessment of the services by consumers that are determined by many variables. Objectives This study was aimed to determine the nurses’ emotional intelligence impact on the delivered services quality. Materials and Methods This descriptive - applied study was carried out through a cross-sectional method in 2010. The research had 2 populations comprising of patients admitted to three academic hospitals of Yazd and the hospital nurses. Sample size was calculated by sample size formula for unlimited (patients) and limited (nursing staff) populations and obtained with stratified- random method. The data was collected by 4 valid questionnaires. Results The results of study indicated that nurses' emotional intelligence has a direct effect on the hospital services quality. The study also revealed that nurse's job satisfaction and communication skills have an intermediate role in the emotional intelligence and service quality relation. Conclusions This paper reports a new determinant of hospital services quality. PMID:23482866
Aydeniz, Mehmet; Gürçay, Deniz
Purpose: The purpose of this study was to assess the quality of scientific arguments developed by pre-service physics teachers. Sample: The participants were 171 pre-service physics teachers recruited from two universities: 86 from University A and 85 from University B. Design and method: Participants were prompted to develop a written argument to either support or challenge the Turkish government's decision to invest in nuclear power plants. Data consist of written arguments developed by the participants and information on participants' knowledge of the topic, their confidence in their knowledge and the source of their knowledge related to the topic. Data were analyzed using the CER framework. Results: The results show that participants did not perform at the expected level. The majority of students failed to develop strong scientific arguments. While almost all of the participants provided evidence to justify their claims, they failed to effectively coordinate evidence, claim and theory to develop an argument. Students struggled the most in the warrant/reasoning category of the CER framework. We also identified several misconceptions that students held related to nuclear power plants. Conclusions: In our discussion we problematize college science teaching and advocate integration of instructional strategies such as argumentation that can effectively engage students in construction, evaluation and justification of knowledge.
Yin, R K
OBJECTIVE: To provide guidance on improving the quality of case studies in health services research. DATA SOURCES: Secondary data, drawing from previous case study research. RESEARCH DESIGN: Guidance is provided to two audiences: potential case study investigators (eight items) and reviewers of case study proposals (four additional items). PRINCIPAL FINDINGS: The guidance demonstrates that many operational steps can be undertaken to improve the quality of case studies. These steps have been a hallmark of high-quality case studies in related fields but have not necessarily been practiced in health services research. CONCLUSIONS: Given higher-quality case studies, the case study method can become a valuable tool for health services research. Images Figure 3 PMID:10591280
Tobin, M; Chen, L
In the public sector mental health service setting, accountability for quality has often been considered the responsibility of the individual clinician. This presents a particular challenge for introducing an organization-wide quality improvement culture in this setting. The introduction of a systemic view of quality may encounter resistance from individual clinicians reluctant to accept that some clinical autonomy must be subsumed within more standardized patterns of intervention and evaluation. Services must firstly tackle the issue of clinicians' readiness to embrace such a culture, which requires strong direction from the executive level. The area of recently diagnosed psychosis was selected in one public sector mental health service as a starting point for initiating the quality improvement culture. The eventual outcome for the organization has been a positive commitment to improvement, but the journey was long and hard. This paper describes the beginning of this ultimately rewarding journey. PMID:10408753
Moss, Peter, Ed.; Pence, Alan, Ed.
Quality has become a priority issue for all concerned with early childhood care and education services. Starting from the premise that quality is a relative and dynamic concept based on values and beliefs, this collection advocates that the process of establishing definitions of quality should involve a range of stakeholder groups. The chapters…
Belevitin, A B; Shelepov, A M; Soldatov, E A
The article presents several technologies, providing accumulation? Performance and expansion of information in units of medical service of tactic level in the Armed forces of RF. In the course of specially-tactic military training exercise on the territory "Border-2008", which was realized on the base of training center of MMA by S. M. Kirov (Krasnoe Selo), were effectuated several experiments on the theme of analyzing of capabilities of using of satellite systems of position location, pilotless aircrafts and telecommunications systems of connection in aid of vedical service of the Armed Forces of RF. This work has shown the capability of realizing of high quality satellite video-connection for telemedical session between phases of medical evacuation in military-field conditions with capability of operative deployment without especially given wire communications capabilities. PMID:19663202
The purpose of this study was to compare the quality of information service provided in Swedish and Chinese medical libraries and to judge the information gap between China and Sweden. Two libraries of key Chinese medical universities and a Swedish medical library were selected for the study. Based on the number of databases, print journals,…
Moen, William E.; McClure, Charles R.; Koelker, June
Describes a multimethod approach used to evaluate the Government Information Locator Service (GILS). Highlights the limitations and opportunities of available approaches to evaluating complex characteristics of networked information services and digital collections. (Author/AEF)