Science.gov

Sample records for service quality performance

  1. Performance-Based Service Quality Model: An Empirical Study on Japanese Universities

    ERIC Educational Resources Information Center

    Sultan, Parves; Wong, Ho

    2010-01-01

    Purpose: This paper aims to develop and empirically test the performance-based higher education service quality model. Design/methodology/approach: The study develops 67-item instrument for measuring performance-based service quality with a particular focus on the higher education sector. Scale reliability is confirmed using the Cronbach's alpha.…

  2. Student Learning Motivation as a Mediator of the Relationship between Service Quality and Student Performance

    ERIC Educational Resources Information Center

    Ibrahim, Hamdi H. M.

    2016-01-01

    Students look for evidence of service quality when selecting a university to attend. Student dissatisfaction with the quality of service may reduce student motivation in online higher-education settings, and low levels of motivation may lead to inferior student performance and a persistently high dropout rate. The purpose of this quantitative,…

  3. 75 FR 41920 - Agency Information Collection; Activity Under OMB Review; Airline Service Quality Performance...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-07-19

    ... 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...

  4. Motivating medical information system performance by system quality, service quality, and job satisfaction for evidence-based practice

    PubMed Central

    2012-01-01

    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

  5. How to construct a service quality index in performance based ratemaking

    SciTech Connect

    Alexander, B.R.

    1996-04-01

    Nothing will derail the movement to competition quicker than a falloff in service quality. During the uncertain transition to a more competitive electricity market, utility regulators should carry out their duty to ensure adequate service quality by adopting innovative performance tracking methods. Despite all the talk - and there is plenty of that - the restructuring of the electric utility industry is not yet upon us. But many state regulatory bodies - having already experienced restructuring in the telecommunications industry, in which many employed new regulatory models known under the rubric of performance-based regulation - are beginning to experiment with some form of PBR in the increasingly competitive electricity industry. PBR is usually undertaken on the assumption that, in a more competitive industry, a lighter regulatory hand coupled with the discipline of market competition will produce better results for both utility customers and shareholders. PBR, as an alternative to traditional base rate regulation, typically retains strict control over basic service rates for core customers, either by freezing prices or establishing a formula that restricts the utility`s ability to raise prices for these customer groups. The utilty is usually given significant pricing and marketing flexibility over more competitive services and the ability to retain earnings from these services. A hallmark of these alternative schemes is their multi-year nature: the utility is offered the opportunity to earn higher profits over, say, a two-to-five year period, in return for stricter regulatory controls on prices charged to core customers. The purpose of this article, based in large part on the telecommunications experience, is to describe why it is necessary to address customer service issues that are inherent in PBR and to provide the basic tools to create a customer service and reliability index that can be included in any alternative rate plan for a utilty.

  6. Investigation of the mediating effects of IT governance-value delivery on service quality and ERP performance

    NASA Astrophysics Data System (ADS)

    Tsai, Wen-Hsien; Chou, Yu-Wei; Leu, Jun-Der; Chao Chen, Der; Tsaur, Tsen-Shu

    2015-02-01

    This study aimed to explore the mediating effects of IT governance (ITG)-value delivery in the relationships among the quality of vendor service, the quality of consultant services, ITG-value delivery and enterprise resource planning (ERP) performance. The sampling of this research was acquired from a questionnaire survey concerning ERP implementations in Taiwan. In this survey, 4366 questionnaires were sent to manufacturing and service companies listed in the TOP 5000: The Largest Corporations in Taiwan 2009. The results showed that an ERP system will exhibit a decreased error rate and improved performance if ERP system vendors and consultants provide good service quality. The results also demonstrated that significant relationships exist among the quality of vendor service, the quality of consultant services and value delivery. The contribution of this article is twofold. First, it found that value delivery provides an effective measure of ERP performance under an ITG framework. Second, it provides evidence of the partial mediating effects of value delivery between service quality and ERP performance. In other words, if enterprises want to improve ERP performance, they need to consider factors such as value delivery and the quality of a vendor/consultant's service.

  7. Links among high-performance work environment, service quality, and customer satisfaction: an extension to the healthcare sector.

    PubMed

    Scotti, Dennis J; Harmon, Joel; Behson, Scott J

    2007-01-01

    Healthcare managers must deliver high-quality patient services that generate highly satisfied and loyal customers. In this article, we examine how a high-involvement approach to the work environment of healthcare employees may lead to exceptional service quality, satisfied patients, and ultimately to loyal customers. Specifically, we investigate the chain of events through which high-performance work systems (HPWS) and customer orientation influence employee and customer perceptions of service quality and patient satisfaction in a national sample of 113 Veterans Health Administration ambulatory care centers. We present a conceptual model for linking work environment to customer satisfaction and test this model using structural equations modeling. The results suggest that (1) HPWS is linked to employee perceptions of their ability to deliver high-quality customer service, both directly and through their perceptions of customer orientation; (2) employee perceptions of customer service are linked to customer perceptions of high-quality service; and (3) perceived service quality is linked with customer satisfaction. Theoretical and practical implications of our findings, including suggestions of how healthcare managers can implement changes to their work environments, are discussed. PMID:17447538

  8. Promoting High Quality Early Childhood Education and Care Services: Beyond Risk Management, Performative Constructions of Regulation

    ERIC Educational Resources Information Center

    Fenech, Marianne; Sumsion, Jennifer

    2007-01-01

    Whilst regulation is utilized by governments in Australia and internationally as a means of promoting quality standards in early childhood education and care (ECEC) services, a growing body of literature is critical of the detrimental effect of this regulation. Drawing on our investigation into early childhood teachers' perceptions of the impact…

  9. Measuring Service Quality in a Nontraditional Institution Using Importance-Performance Gap Analysis

    ERIC Educational Resources Information Center

    Mugdh, Mrinal

    2004-01-01

    nd wants of these students, nontraditional colleges have adopted research strategies that take into account both student expectations as well as their perception of satisfaction to assess service quality at their institutions. As one of the model adult learner focused institutions, Empire State College used Noel-Levitz Adult Learner Inventory in…

  10. Performance, Process, and Costs: Managing Service Quality with the Balanced Scorecard.

    ERIC Educational Resources Information Center

    Poll, Roswitha

    2001-01-01

    Describes a cooperative project among three German libraries that used the Balanced Scorecard as a concept for an integrated quality management system. Considers performance indicators across four perspectives that will help academic libraries establish an integrated controlling system and to collect and evaluate performance as well as cost data…

  11. Performance comparison of audio codecs for high-quality color ring-back-tone services over CDMA

    NASA Astrophysics Data System (ADS)

    Lee, Young Han; Kim, Hong Kook; Yu, Jaehwang; Park, SeongSoo; Lee, Dong-Hahk; Woo, Daesic

    2006-10-01

    In this paper, we investigate the use of existing audio codecs for the purpose of a high quality color ring-back- tone service. First of all, we exploit the limitations of the enhanced variable rate codec (EVRC) in a view of music quality because EVRC is a standard speech coder employed in a code division multiple access (CDMA) system. In order to figure it out which current existing audio codec is suitable to deliver music over CDMA or wideband CDMA (W-CDMA), several audio codecs such as two different versions of MPEG AAC and the Enhanced AAC+ codec are reviewed. Next, the music quality of the audio codecs is compared with that of EVRC, where the bit-rates of the audio codecs are set to be around 10 kbit/s because the color ring-back-tone service using one of the audio codecs should be realized by replacing EVRC with it. The quality comparison is performed by an informal listening test as well as an objective quality test. It is shown from the experiments that the audio codecs provide better music quality than EVRC and among them, the Enhance AAC+ codec operated at a bit-rate of 10 kbit/s with a sampling rate of 32 kHz can be considered as a new candidate for the high quality color ring-back-tone service.

  12. Data Quality Screening Service

    NASA Technical Reports Server (NTRS)

    Strub, Richard; Lynnes, Christopher; Hearty, Thomas; Won, Young-In; Fox, Peter; Zednik, Stephan

    2013-01-01

    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.

  13. Improving Service Quality: Achieving High Performance in the Public and Private Sectors.

    ERIC Educational Resources Information Center

    Milakovich, Michael E.

    Quality-improvement principles are a sound means to respond to customer needs. However, when various quality and productivity theories and methods are applied, it is very difficult to consistently deliver quality results, especially in quasi-monopolistic, non-competitive, and regulated environments. This book focuses on quality-improvement methods…

  14. 77 FR 18306 - Agency Information Collection; Activity Under OMB Review; Airline Service Quality Performance

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-03-27

    ... (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...

  15. What results when firms implement practices: the differential relationship between specific practices, firm financial performance, customer service, and quality.

    PubMed

    Gibson, Cristina B; Porath, Christine L; Benson, George S; Lawler, Edward E

    2007-11-01

    Previous research on organizational practices is replete with contradictory evidence regarding their effects. Here, the authors argue that these contradictory findings may have occurred because researchers have often examined complex practice combinations and have failed to investigate a broad variety of firm-level outcomes. Thus, past research may obscure important differential effects of specific practices on specific firm-level outcomes. Extending this research, the authors develop hypotheses about the effects of practices that (a) enable information sharing, (b) set boundaries, and (c) enable teams on 3 different firm-level outcomes: financial performance, customer service, and quality. Relationships are tested in a sample of observations from over 200 Fortune 1000 firms. Results indicate that information-sharing practices were positively related to financial performance 1 year following implementation of the practices, boundary-setting practices were positively related to firm-level customer service, and team-enabling practices were related to firm-level quality. No single set of practices predicted all 3 firm-level outcomes, indicating practice-specific effects. These findings help resolve the theoretical tension in the literature regarding the effects of organizational practices and offer guidance as to how to best target practices to increase specific work-related outcomes. Implications for theory, research, and practice are discussed. PMID:18020790

  16. Service Quality in the U.S. Airline Industry: Variations in Performance Within Airlines and Between Airlines and the Industry

    NASA Technical Reports Server (NTRS)

    Rhoades, Dawna L.; Waguespack, Blaise, Jr.

    2000-01-01

    This study examined the service quality of 25 U.S. airlines (1987-1996) using data from the Department of Transportation's Air Travel Consumer Report. After a total quality and total complaint rate was calculated for these airlines, a 95 percent confidence interval was placed around the yearly and company means calculated to examine those cases that were significantly different from the mean. Results indicate that while the major carriers are converging toward a higher level of quality, there continues to be significant yearly variation. The service quality of regional carriers was much lower than major carriers and showed much greater variation.

  17. Designing Quality Service: The Service Excellence Model.

    ERIC Educational Resources Information Center

    Ellicott, Michael A.; Conard, Rodney J.

    1997-01-01

    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…

  18. 75 FR 21716 - Agency Information Collection; Activity Under OMB Review; Airline Service Quality Performance...

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-04-26

    ... (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...

  19. Studies in Ambulatory Care Quality Assessment in the Indian Health Service. Volume II: Appraisal of System Performance.

    ERIC Educational Resources Information Center

    Nutting, Paul A.; And Others

    Six Indian Health Service (IHS) units, chosen in a non-random manner, were evaluated via a quality assessment methodology currently under development by the IHS Office of Research and Development. A set of seven health problems (tracers) was selected to represent major health problems, and clinical algorithms (process maps) were constructed for…

  20. Factors Affecting Medical Service Quality

    PubMed Central

    MOSADEGHRAD, Ali Mohammad

    2014-01-01

    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

  1. Dynamic Quality of Service Model for Improving Performance of Multimedia Real-Time Transmission in Industrial Networks

    PubMed Central

    Gopalakrishnan, Ravichandran C.; Karunakaran, Manivannan

    2014-01-01

    Nowadays, quality of service (QoS) is very popular in various research areas like distributed systems, multimedia real-time applications and networking. The requirements of these systems are to satisfy reliability, uptime, security constraints and throughput as well as application specific requirements. The real-time multimedia applications are commonly distributed over the network and meet various time constraints across networks without creating any intervention over control flows. In particular, video compressors make variable bit-rate streams that mismatch the constant-bit-rate channels typically provided by classical real-time protocols, severely reducing the efficiency of network utilization. Thus, it is necessary to enlarge the communication bandwidth to transfer the compressed multimedia streams using Flexible Time Triggered- Enhanced Switched Ethernet (FTT-ESE) protocol. FTT-ESE provides automation to calculate the compression level and change the bandwidth of the stream. This paper focuses on low-latency multimedia transmission over Ethernet with dynamic quality-of-service (QoS) management. This proposed framework deals with a dynamic QoS for multimedia transmission over Ethernet with FTT-ESE protocol. This paper also presents distinct QoS metrics based both on the image quality and network features. Some experiments with recorded and live video streams show the advantages of the proposed framework. To validate the solution we have designed and implemented a simulator based on the Matlab/Simulink, which is a tool to evaluate different network architecture using Simulink blocks. PMID:25170768

  2. Dynamic quality of service model for improving performance of multimedia real-time transmission in industrial networks.

    PubMed

    Gopalakrishnan, Ravichandran C; Karunakaran, Manivannan

    2014-01-01

    Nowadays, quality of service (QoS) is very popular in various research areas like distributed systems, multimedia real-time applications and networking. The requirements of these systems are to satisfy reliability, uptime, security constraints and throughput as well as application specific requirements. The real-time multimedia applications are commonly distributed over the network and meet various time constraints across networks without creating any intervention over control flows. In particular, video compressors make variable bit-rate streams that mismatch the constant-bit-rate channels typically provided by classical real-time protocols, severely reducing the efficiency of network utilization. Thus, it is necessary to enlarge the communication bandwidth to transfer the compressed multimedia streams using Flexible Time Triggered- Enhanced Switched Ethernet (FTT-ESE) protocol. FTT-ESE provides automation to calculate the compression level and change the bandwidth of the stream. This paper focuses on low-latency multimedia transmission over Ethernet with dynamic quality-of-service (QoS) management. This proposed framework deals with a dynamic QoS for multimedia transmission over Ethernet with FTT-ESE protocol. This paper also presents distinct QoS metrics based both on the image quality and network features. Some experiments with recorded and live video streams show the advantages of the proposed framework. To validate the solution we have designed and implemented a simulator based on the Matlab/Simulink, which is a tool to evaluate different network architecture using Simulink blocks. PMID:25170768

  3. Focusing on Quality Reference Service.

    ERIC Educational Resources Information Center

    Bicknell, Tracy

    1994-01-01

    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)

  4. E-Service Quality Management

    ERIC Educational Resources Information Center

    Batagan, Lorena; Pocovnicu, Adrian; Capisizu, Sergiu

    2009-01-01

    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…

  5. Hardware implementation of a scheduler for high performance switches with quality of service (QoS) support

    NASA Astrophysics Data System (ADS)

    Arteaga, R.; Tobajas, F.; De Armas, V.; Sarmiento, R.

    2009-05-01

    In this paper, the hardware implementation of a scheduler with QoS support is presented. The starting point is a Differentiated Service (DiffServ) network model. Each switch of this network classifies the packets in flows which are assigned to traffic classes depending of its requirements with an independent queue being available for each traffic class. Finally, the scheduler chooses the right queue in order to provide Quality of Service support. This scheduler considers the bandwidth distribution, introducing the time frame concept, and the packet delay, assigning a priority to each traffic class. The architecture of this algorithm is also presented in this paper describing their functionality and complexity. The architecture was described in Verilog HDL at RTL level. The complete system has been implemented in a Spartan-3 1000 FPGA device using ISE software from Xilinx, demonstrating it is a suitable design for high speed switches.

  6. Comparing Alternative Instruments to Measure Service Quality in Higher Education

    ERIC Educational Resources Information Center

    Brochado, Ana

    2009-01-01

    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…

  7. Helping You Identify Quality Laboratory Services

    MedlinePlus

    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 ...

  8. Factors influencing healthcare service quality

    PubMed Central

    Mosadeghrad, Ali Mohammad

    2014-01-01

    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

  9. Service Quality in Postgraduate Education

    ERIC Educational Resources Information Center

    Angell, Robert J.; Heffernan, Troy W.; Megicks, Phil

    2008-01-01

    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…

  10. Promoting quality assurance through performance contracting.

    PubMed

    Christian, W P; Zampini, A J

    1990-03-01

    Performance contracting is an essential component of quality assurance in human service settings. Performance contracting involves developing performance standards for administrative, support service, and direct service personnel; communicating and contracting with personnel to ensure that they agree to comply with the performance standards for their positions; and using standards to monitor and evaluate the quantity and quality of staff performance. Performance contracting also serves to reinforce organizational structure and facilitate program evaluation and is useful in helping to ensure that psychiatrists and other professionals are sufficiently committed to meeting organizational goals as well as those of their professional disciplines. PMID:2315199

  11. Web service performance script

    Energy Science and Technology Software Center (ESTSC)

    2009-08-01

    This python script, available from ESRI and modified here, checks a server at specified intervals to ensure that web services remain up and running. If any are found to be off, they are automatically turned back on.

  12. Service Quality: A Concept not Fully Explored.

    ERIC Educational Resources Information Center

    Hernon, Peter; Nitecki, Danuta A.

    2001-01-01

    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…

  13. Measuring Quality in Special Libraries: Lessons from Service Marketing.

    ERIC Educational Resources Information Center

    White, Marilyn Domas; Abels, Eileen G.

    1995-01-01

    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…

  14. Quality Management and Building Government Information Services.

    ERIC Educational Resources Information Center

    Farrell, Maggie

    1998-01-01

    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)

  15. Effect of Paying for Performance on Utilisation, Quality, and User Costs of Health Services in Tanzania: A Controlled Before and After Study

    PubMed Central

    Binyaruka, Peter; Patouillard, Edith; Powell-Jackson, Timothy; Greco, Giulia; Maestad, Ottar; Borghi, Josephine

    2015-01-01

    Background Despite widespread implementation across Africa, there is limited evidence of the effect of payment for performance (P4P) schemes in low income countries on the coverage of quality services and affordability, consistent with universal health coverage objectives. We examined the effect of a government P4P scheme on utilisation, quality, and user costs of health services in Tanzania. Methods We evaluated the effects of a P4P scheme on utilisation of all maternal and child immunization services targeted by the scheme, and non-targeted general outpatient service use. We also evaluated effects on patient satisfaction with care and clinical content of antenatal care, and user costs. The evaluation was done in 150 facilities across all 7 intervention districts and 4 comparison districts with two rounds of data collection over 13-months in January 2012 and February 2013. We sampled 3000 households of women who had delivered in the 12 months prior to interview; 1500 patients attending health facilities for targeted and non-targeted services at each round of data collection. Difference-in-difference regression analysis was employed. Findings We estimated a significant positive effect on two out of eight targeted indicators. There was an 8.2% (95% CI: 3.6% to 12.8%) increase in coverage of institutional deliveries among women in the intervention area, and a 10.3% (95% CI: 4.4% to 16.1%) increase in the provision of anti-malarials during pregnancy. Use of non-targeted services reduced at dispensaries by 57.5 visits per month among children under five (95% CI: -110.2 to -4.9) and by 90.8 visits per month for those aged over five (95% CI: -156.5 to -25.2). There was no evidence of an effect of P4P on patient experience of care for targeted services. There was a 0.05 (95% CI: 0.01 to 0.10) increase in the patient satisfaction score for non-targeted services. P4P was associated with a 5.0% reduction in those paying out of pocket for deliveries (95% CI: -9.3% to -0

  16. Measuring Service Quality in a Tertiary Institution.

    ERIC Educational Resources Information Center

    Soutar, Geoffrey; McNeil, Margaret

    1996-01-01

    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…

  17. Data envelopment analysis in service quality evaluation: an empirical study

    NASA Astrophysics Data System (ADS)

    Najafi, Seyedvahid; Saati, Saber; Tavana, Madjid

    2015-10-01

    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.

  18. Measuring the performance of maintenance service outsourcing.

    PubMed

    Cruz, Antonio Miguel; Rincon, Adriana Maria Rios; Haugan, Gregory L

    2013-01-01

    The aims of this paper are (1) to identify the characteristics of maintenance service providers that directly impact maintenance service quality, using 18 independent covariables; (2) to quantify the change in risk these covariables present to service quality, measured in terms of equipment turnaround time (TAT). A survey was applied to every maintenance service provider (n = 19) for characterization purposes. The equipment inventory was characterized, and the TAT variable recorded and monitored for every work order of each service provider (N = 1,025). Finally, the research team conducted a statistical analysis to accomplish the research objectives. The results of this study offer strong empirical evidence that the most influential variables affecting the quality of maintenance service performance are the following: type of maintenance, availability of spare parts in the country, user training, technological complexity of the equipment, distance between the company and the hospital, and the number of maintenance visits performed by the company. The strength of the results obtained by the Cox model built are supported by the measure of the Rp,e(2) = 0.57 with a value of Rp,e= 0.75. Thus, the model explained 57% of the variation in equipment TAT, with moderate high positive correlation between the dependent variable (TAT) and independent variables. PMID:24328978

  19. Quantifying The Water Quality Services Of Wetlands

    EPA Science Inventory

    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...

  20. Diet Quality and Academic Performance

    ERIC Educational Resources Information Center

    Florence, Michelle D.; Asbridge, Mark; Veugelers, Paul J.

    2008-01-01

    Background: Although the effects of nutrition on health and school performance are often cited, few research studies have examined the effect of diet quality on the academic performance of children. This study examines the association between overall diet quality and academic performance. Methods: In 2003, 5200 grade 5 students in Nova Scotia,…

  1. Work Organization, Technology, and Performance in Customer Service and Sales.

    ERIC Educational Resources Information Center

    Batt, Rosemary

    1999-01-01

    Performance data on 223 customer-service and sales representatives showed that participation in self-managed teams correlated with significant improvement in service quality and 9.3% sales increase. New technology helped teams increase sales 17.4%. Total-quality management did not affect performance. Results show that group collaboration fosters…

  2. Strategic service quality management for health care.

    PubMed

    Anderson, E A; Zwelling, L A

    1996-01-01

    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

  3. Measuring Service Quality: From Theory into Practice.

    ERIC Educational Resources Information Center

    Calvert, Philip J.

    1997-01-01

    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…

  4. Quality Assurance in University Guidance Services

    ERIC Educational Resources Information Center

    Simon, Alexandra

    2014-01-01

    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,…

  5. Improving the Quality of Telephone Reference Service.

    ERIC Educational Resources Information Center

    Quinn, Brian

    1995-01-01

    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…

  6. Thermal Performance Data Services (TPDS)

    NASA Technical Reports Server (NTRS)

    French, Richard T.; Wright, Michael J.

    2013-01-01

    Initiated as a NASA Engineering and Safety Center (NESC) assessment in 2009, the Thermal Performance Database (TPDB) was a response to the need for a centralized thermal performance data archive. The assessment was renamed Thermal Performance Data Services (TPDS) in 2012; the undertaking has had two fronts of activity: the development of a repository software application and the collection of historical thermal performance data sets from dispersed sources within the thermal performance community. This assessment has delivered a foundational tool on which additional features should be built to increase efficiency, expand the protection of critical Agency investments, and provide new discipline-advancing work opportunities. This report contains the information from the assessment.

  7. Adapting Service Quality Concepts to Academic Libraries.

    ERIC Educational Resources Information Center

    Quinn, Brian

    1997-01-01

    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)

  8. Using Quality Concepts to Improve Reference Services.

    ERIC Educational Resources Information Center

    Brown, Janet Dagenais

    1994-01-01

    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…

  9. Do they see eye to eye? Management and employee perspectives of high-performance work systems and influence processes on service quality.

    PubMed

    Liao, Hui; Toya, Keiko; Lepak, David P; Hong, Ying

    2009-03-01

    Extant research on high-performance work systems (HPWSs) has primarily examined the effects of HPWSs on establishment or firm-level performance from a management perspective in manufacturing settings. The current study extends this literature by differentiating management and employee perspectives of HPWSs and examining how the two perspectives relate to employee individual performance in the service context. Data collected in three phases from multiple sources involving 292 managers, 830 employees, and 1,772 customers of 91 bank branches revealed significant differences between management and employee perspectives of HPWSs. There were also significant differences in employee perspectives of HPWSs among employees of different employment statuses and among employees of the same status. Further, employee perspective of HPWSs was positively related to individual general service performance through the mediation of employee human capital and perceived organizational support and was positively related to individual knowledge-intensive service performance through the mediation of employee human capital and psychological empowerment. At the same time, management perspective of HPWSs was related to employee human capital and both types of service performance. Finally, a branch's overall knowledge-intensive service performance was positively associated with customer overall satisfaction with the branch's service. PMID:19271796

  10. Instrument Data Quality Evaluation and Analysis Service

    NASA Astrophysics Data System (ADS)

    Davies, Gareth; Swinton, John; O'Hara, Sian

    2010-12-01

    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.

  11. Dynamic selection mechanism for quality of service aware web services

    NASA Astrophysics Data System (ADS)

    D'Mello, Demian Antony; Ananthanarayana, V. S.

    2010-02-01

    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.

  12. Qbox-Services: Towards a Service-Oriented Quality Platform

    NASA Astrophysics Data System (ADS)

    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.

  13. [Quality of German medical services: a review].

    PubMed

    Braun, J; Robbers, J; Lakomek, H-J

    2016-02-01

    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

  14. FSO and quality of service software prediction

    NASA Astrophysics Data System (ADS)

    Bouchet, O.; Marquis, T.; Chabane, M.; Alnaboulsi, M.; Sizun, H.

    2005-08-01

    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.

  15. Jiangsu aims at quality services.

    PubMed

    1996-04-01

    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

  16. Evaluating Service Quality in Universities: A Service Department Perspective

    ERIC Educational Resources Information Center

    Smith, Gareth; Smith, Alison; Clarke, Alison

    2007-01-01

    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…

  17. [Supply services at health facilities: measuring performance].

    PubMed

    Dacosta Claro, I

    2001-01-01

    Performance measurement, in their different meanings--either balance scorecard or outputs measurement--have become an essential tool in today's organizations (World-Class organizations) to improve service quality and reduce costs. This paper presents a performance measurement system for the hospital supply chain. The system is organized in different levels and groups of indicators in order to show a hierarchical, coherent and integrated vision of the processes. Thus, supply services performance is measured according to (1) financial aspects, (2) customers satisfaction aspects and (3) internal aspects of the processes performed. Since the informational needs of the managers vary within the administrative structure, the performance measurement system is defined in three hierarchical levels. Firstly, the whole supply chain, with the different interrelation of activities. Secondly, the three main processes of the chain--physical management of products, purchasing and negotiation processes and the local storage units. And finally, the performance measurement of each activity involved. The system and the indicators have been evaluated with the participation of 17 health services of Quebec (Canada), however, and due to the similarities of the operation, could be equally implemented in Spanish hospitals. PMID:11693070

  18. Quality function deployment: application to rehabilitation services.

    PubMed

    Einspruch, E M; Omachonu, V K; Einspruch, N G

    1996-01-01

    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

  19. [Quality assurance in occupational health services].

    PubMed

    Michalak, J

    1996-01-01

    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

  20. Class of service in the high performance storage system

    SciTech Connect

    Louis, S.; Teaff, D.

    1995-01-10

    Quality of service capabilities are commonly deployed in archival mass storage systems as one or more client-specified parameters to influence physical location of data in multi-level device hierarchies for performance or cost reasons. The capabilities of new high-performance storage architectures and the needs of data-intensive applications require better quality of service models for modern storage systems. HPSS, a new distributed, high-performance, scalable, storage system, uses a Class of Service (COS) structure to influence system behavior. The authors summarize the design objectives and functionality of HPSS and describes how COS defines a set of performance, media, and residency attributes assigned to storage objects managed by HPSS servers. COS definitions are used to provide appropriate behavior and service levels as requested (or demanded) by storage system clients. They compare the HPSS COS approach with other quality of service concepts and discuss alignment possibilities.

  1. Quality management at a hospital's nursing service.

    PubMed

    Rocha, Elyrose Sousa Brito; Trevizan, Maria Auxiliadora

    2009-01-01

    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

  2. Service Quality Assessment Scale (SQAS): An Instrument for Evaluating Service Quality of Health-Fitness Clubs

    ERIC Educational Resources Information Center

    Lam, Eddie T. C.; Zhang, James J.; Jensen, Barbara E.

    2005-01-01

    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…

  3. Service Quality: An Unobtrusive Investigation of Interlibrary Loan in Large Public Libraries in Canada.

    ERIC Educational Resources Information Center

    Hebert, Francoise

    1994-01-01

    Describes a study that investigated the quality of interlibrary loan services in Canadian public libraries from the library's and the user's perspectives and then compared results. Measures of interlibrary loan performance are reviewed; an alternative conceptualization of service quality is discussed; and SERVQUAL, a measure of service quality, is…

  4. Total Quality Management in Information Services. Information Services Management Series.

    ERIC Educational Resources Information Center

    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…

  5. The students’ viewpoint on the quality gap in educational services

    PubMed Central

    RAHIM KHANLI, MARZIYEH; DANESHMANDI, HADI; CHOOBINEH, ALIREZA

    2014-01-01

    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

  6. Service Quality in Higher Education--A Case Study of Universiti Brunei Darussalam

    ERIC Educational Resources Information Center

    Alani, Farooq; Yaqoub, Yasir; Hamdan, Mahani

    2015-01-01

    No one doubts the value and importance of quality education, and quality assurance is one major driving force to achieve this. Measuring the performance of service quality of education services of Universiti Brunei Darussalam (UBD), as part of the quality assessment, was assessed based on Parasuraman's five Servqual dimensions. The assessment was…

  7. [Quality of community-based healthcare services].

    PubMed

    Wilf-Miron, Rachel; Shemer, Joshua

    2004-03-01

    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

  8. [Quality of services in a small hospital].

    PubMed

    Clément, Y

    1993-04-01

    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

  9. Developing a Performance Measurement System for University Central Administrative Services

    ERIC Educational Resources Information Center

    Arena, Marika; Arnaboldi, Michela; Azzone, Giovanni; Carlucci, Paola

    2009-01-01

    Central administrative services have recently received increasing attention from practitioners and academics due to the challenging need to both manage scarce resources and provide high-quality services. In this context, performance measurement systems (PMSs) may assume a central role, although an unresolved debate remains on the claimed benefits…

  10. Network Quality of Service Monitoring for IP Telephony.

    ERIC Educational Resources Information Center

    Ghita, B. V.; Furnell, S. M.; Lines, B. M.; Le-Foll, D.; Ifeachor, E. C.

    2001-01-01

    Discusses the development of real-time applications on the Internet for telecommunications and presents a non-intrusive way of determining network performance parameters for voice packet flows within a voice over IP (Internet Protocol), or Internet telephony call. Considers measurement of quality of service and describes results of a preliminary…

  11. Identifying Shortcomings in the Measurement of Service Quality.

    ERIC Educational Resources Information Center

    Fogarty, Gerard; Catts, R.; Forlin, C.

    2000-01-01

    Studied the use of SERVPEFR the performance component of the Service Quality Scale (SERVQUAL) in 2 studies involving 113 and 212 customers of businesses in Australia and investigated a revised (extended) version of SERVPEFR with 122 customers. Results suggest that SERVPEFR items are too easy to rate highly, and that the revisions did not overcome…

  12. 1990 National Water Quality Laboratory Services Catalog

    USGS Publications Warehouse

    Pritt, Jeffrey, (Edited By); Jones, Berwyn E.

    1989-01-01

    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.

  13. No Reference Video-Quality-Assessment Model for Monitoring Video Quality of IPTV Services

    NASA Astrophysics Data System (ADS)

    Yamagishi, Kazuhisa; Okamoto, Jun; Hayashi, Takanori; Takahashi, Akira

    Service providers should monitor the quality of experience of a communication service in real time to confirm its status. To do this, we previously proposed a packet-layer model that can be used for monitoring the average video quality of typical Internet protocol television content using parameters derived from transmitted packet headers. However, it is difficult to monitor the video quality per user using the average video quality because video quality depends on the video content. To accurately monitor the video quality per user, a model that can be used for estimating the video quality per video content rather than the average video quality should be developed. Therefore, to take into account the impact of video content on video quality, we propose a model that calculates the difference in video quality between the video quality of the estimation-target video and the average video quality estimated using a packet-layer model. We first conducted extensive subjective quality assessments for different codecs and video sequences. We then model their characteristics based on parameters related to compression and packet loss. Finally, we verify the performance of the proposed model by applying it to unknown data sets different from the training data sets used for developing the model.

  14. Quality effort decision in service supply chain with quality preference based on quantum game

    NASA Astrophysics Data System (ADS)

    Zhang, Cuihua; Xing, Peng; Wang, Jianwei

    2015-04-01

    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.

  15. Monitor lube-oil quality in service

    SciTech Connect

    El Sherif, A.H. )

    1993-08-01

    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.

  16. Measuring Customer Satisfaction and Quality of Service in Special Libraries.

    ERIC Educational Resources Information Center

    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…

  17. Quantitative comparison of measurements of urgent care service quality.

    PubMed

    Qin, Hong; Prybutok, Victor; Prybutok, Gayle

    2016-01-01

    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

  18. Video quality measure for mobile IPTV service

    NASA Astrophysics Data System (ADS)

    Kim, Wonjun; Kim, Changick

    2008-08-01

    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.

  19. Automated geospatial Web Services composition based on geodata quality requirements

    NASA Astrophysics Data System (ADS)

    Cruz, Sérgio A. B.; Monteiro, Antonio M. V.; Santos, Rafael

    2012-10-01

    Service-Oriented Architecture and Web Services technologies improve the performance of activities involved in geospatial analysis with a distributed computing architecture. However, the design of the geospatial analysis process on this platform, by combining component Web Services, presents some open issues. The automated construction of these compositions represents an important research topic. Some approaches to solving this problem are based on AI planning methods coupled with semantic service descriptions. This work presents a new approach using AI planning methods to improve the robustness of the produced geospatial Web Services composition. For this purpose, we use semantic descriptions of geospatial data quality requirements in a rule-based form. These rules allow the semantic annotation of geospatial data and, coupled with the conditional planning method, this approach represents more precisely the situations of nonconformities with geodata quality that may occur during the execution of the Web Service composition. The service compositions produced by this method are more robust, thus improving process reliability when working with a composition of chained geospatial Web Services.

  20. [Quality revision of air ambulance services].

    PubMed

    Wisborg, T

    1999-10-20

    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

  1. 31 CFR 538.406 - Exportation of services; performance of service contracts; legal services.

    Code of Federal Regulations, 2014 CFR

    2014-07-01

    ... to services performed on behalf of the Government of Sudan, or where the benefit of such services is otherwise received in Sudan, when such services are performed: (1) In the United States; (2) By a U.S... States. (b) The benefit of services performed anywhere in the world on behalf of the Government of...

  2. 31 CFR 538.406 - Exportation of services; performance of service contracts; legal services.

    Code of Federal Regulations, 2013 CFR

    2013-07-01

    ... to services performed on behalf of the Government of Sudan, or where the benefit of such services is otherwise received in Sudan, when such services are performed: (1) In the United States; (2) By a U.S... States. (b) The benefit of services performed anywhere in the world on behalf of the Government of...

  3. 31 CFR 538.406 - Exportation of services; performance of service contracts; legal services.

    Code of Federal Regulations, 2012 CFR

    2012-07-01

    ... to services performed on behalf of the Government of Sudan, or where the benefit of such services is otherwise received in Sudan, when such services are performed: (1) In the United States; (2) By a U.S... States. (b) The benefit of services performed anywhere in the world on behalf of the Government of...

  4. 31 CFR 538.406 - Exportation of services; performance of service contracts; legal services.

    Code of Federal Regulations, 2011 CFR

    2011-07-01

    ... to services performed on behalf of the Government of Sudan, or where the benefit of such services is otherwise received in Sudan, when such services are performed: (1) In the United States; (2) By a U.S... States. (b) The benefit of services performed anywhere in the world on behalf of the Government of...

  5. E-Services quality assessment framework for collaborative networks

    NASA Astrophysics Data System (ADS)

    Stegaru, Georgiana; Danila, Cristian; Sacala, Ioan Stefan; Moisescu, Mihnea; Mihai Stanescu, Aurelian

    2015-08-01

    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.

  6. Quality Assurance for Social Service Programs: Lessons from Health Care.

    ERIC Educational Resources Information Center

    Coulton, Claudia J.

    1982-01-01

    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)

  7. 78 FR 68450 - Notice of Senior Executive Service Performance Review Board Membership

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-11-14

    ... HUMAN SERVICES Agency for Healthcare Research and Quality Notice of Senior Executive Service Performance Review Board Membership The Agency for Healthcare Research and Quality (AHRQ) announces the appointment of members to the AHRQ Senior Executive Service (SES) Performance Review Board (PRB). This action...

  8. 76 FR 64948 - Notice of Senior Executive Service Performance Review Board Membership

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-10-19

    ... HUMAN SERVICES Agency for Healthcare Research and Quality Notice of Senior Executive Service Performance Review Board Membership The Agency for Healthcare Research and Quality (AHRQ) announces the appointment of members to the AHRQ Senior Executive Service (SES) Performance Review Board (PRB). This action...

  9. 77 FR 71793 - Notice of Senior Executive Service Performance Review Board Membership

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-12-04

    ... HUMAN SERVICES Agency for Healthcare Research and Quality Notice of Senior Executive Service Performance Review Board Membership The Agency for Healthcare Research and Quality (AHRQ) announces the appointment of members to the AHRQ Senior Executive Service (SES) Performance Review Board (PRB). This action...

  10. Service Quality and Customer Satisfaction: An Assessment and Future Directions.

    ERIC Educational Resources Information Center

    Hernon, Peter; Nitecki, Danuta A.; Altman, Ellen

    1999-01-01

    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…

  11. Service Quality in Higher Education Using an Enhanced SERVQUAL Approach

    ERIC Educational Resources Information Center

    Tan, Kay C.; Kek, Sei W.

    2004-01-01

    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…

  12. [EXCELLENCE IN QUALITY, SERVICE AND RESEARCH].

    PubMed

    Hershko, Alon; Edri, Mira Maram; Wirtheim, Eytan

    2015-08-01

    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

  13. Performance effects of information asymmetry and economies of scope in diversified service firms.

    PubMed

    Nayyar, P R

    1993-02-01

    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

  14. Communicating data quality through Web Map Services

    NASA Astrophysics Data System (ADS)

    Blower, Jon; Roberts, Charles; Griffiths, Guy; Lewis, Jane; Yang, Kevin

    2013-04-01

    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.

  15. 75 FR 54445 - Senior Executive Service; Financial Management Service Performance Review Board (PRB)

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-09-07

    ... Fiscal Service Senior Executive Service; Financial Management Service Performance Review Board (PRB) AGENCY: Financial Management Service, Fiscal Service, Treasury. ACTION: Notice. SUMMARY: This notice announces the appointment of members to the Financial Management Service (FMS) Performance Review Board...

  16. Idaho National Engineering Laboratory analytical services performance evaluation plan

    SciTech Connect

    Connolly, J.M.; Sailer, S.J.; Anderson, D.A.

    1994-03-01

    The Idaho National Engineering Laboratory`s (INEL`s) Sample Management Office (SMO) conducts a Performance Evaluation Program that ensures that data of known quality are supplied by the analytical. chemistry service organizations with which the INEL contracts. The Analytical Services Performance Evaluation Plan documents the routine monitoring and assessment of suppliers conducted by the SMO, and it describes the procedures that are followed to ensure that suppliers meet all appropriate requirements. Because high-quality analytical support is vital to the success of DOE Environmental Management programs at the INEL, the performance of organizations providing these services must be routinely monitored and assessed. Analytical disciplines for which performance is monitored include metals, organics, radiochemical, and miscellaneous classical analysis methods.

  17. Asynchronous Transfer Mode Quality-of-Service Testing

    NASA Technical Reports Server (NTRS)

    Ivancic, William D.

    1998-01-01

    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).

  18. Organizational determinants of service quality in nursing homes.

    PubMed

    Steffen, T M; Nystrom, P C

    1997-01-01

    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

  19. Health Care Delivery Performance: Service, Outcomes, and Resource Stewardship

    PubMed Central

    Cowing, Michelle; Davino-Ramaya, Carrie M; Ramaya, Krishnan; Szmerekovsky, Joseph

    2009-01-01

    As competition intensifies within the health care industry, patient satisfaction and service quality are providing the evidentiary basis for patient outcomes. We propose a conceptual model of three interrelated areas, service, health outcomes, and resource stewardship, all affected by the clinician-patient relationship. Our model considers the perspectives of the health care organization, the clinician, and the patient to define a more comprehensive measure of health care delivery performance. Research and managerial aspects, including implementation, are discussed. PMID:20740107

  20. Effect of staff attitudes on quality in clinical microbiology services.

    PubMed

    Pitt, Sarah J; Sands, Richard L

    2002-01-01

    Technical quality of the work of clinical pathology laboratories is monitored regularly by both internal and external sources. Among the factors that might affect quality, laboratory staff attitudes are rarely considered. In this study, the psychological concepts of 'job satisfaction' and 'climate' are measured among microbiology biomedical scientists in the United Kingdom. A self-report questionnaire was developed and distributed (between November 1998 and February 1999) to biomedical scientists in 161 microbiology laboratories throughout the UK From 2415 questionnaires distributed, 931 replies were received--a response rate of 39%. A separate set of questions covering customer service and participation in internal and external quality assurance schemes was sent to laboratory managers. Biomedical scientists reported lower job satisfaction than did medical technologists in a previous study in the USA. Perception of climate was influenced by several demographic factors, the most important of which being the size of the laboratory. Optimal number of staff in a department was found to be less than 30. Aggregation of climate scores from members of the same department showed that a positive laboratory climate was important for good performance in internal and external measures of technical quality. For the best service, laboratory climate must be supported by a staff perception that the department is committed to enhancing quality--a climate for laboratory quality. PMID:12113406

  1. Quality-control: from record keeping to key performance indicators: manging quality in compounding pharmacies.

    PubMed

    Braga, Glaucia Karime; Fonseca, Maria Jose Viera

    2010-01-01

    Record keeping is fundamental in any quality-management system. Compounding pharmacies use a quality-management system that is based on the Good Compounding Practices, which emphasizes the necessity and therefore the importance of maintaining records. However, the activity of recording without conducting further data analysis does not assure continuous improvement of the preparations, services, and of the system itself. The purpose of this article is to suggest some nonfinancial key performance indicators that can be easily implemented by compounding pharmacies to assist in the development of an organizational procedure for measuring the quality of products and services. This is a new paradigm for managing quality in compounding pharmacies. PMID:23965425

  2. Optimizing medical data quality based on multiagent web service framework.

    PubMed

    Wu, Ching-Seh; Khoury, Ibrahim; Shah, Hemant

    2012-07-01

    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

  3. Service quality attributes of maternity care services: the prospective consumer's perspective.

    PubMed

    Calleja, A; Gauci, S P

    1999-02-01

    The application of the repertory grid technique made it possible to capture the mental categorization by which maternity care services are judged. Conceptualization of the expectation standard, defined as estimates of anticipated performance, led to the identification of 14 attributes. These include: reliability, responsiveness, competence, access, courtesy, communication, credibility, security, relationship, tangibles, control, cost, naturalness and quality. The definitions made use of the prospective consumer's own verbal labels. In addition, it was found that maternity care services were not perceived as one continuous process. Three distinct categorizations were identified, that is: before, during, and after the birth of the baby. This suggests that prospective consumers employ the service quality attributes, according to one of the above. PMID:10345916

  4. 42 CFR 475.103 - Requirements for performing quality improvement initiatives.

    Code of Federal Regulations, 2014 CFR

    2014-10-01

    ... 42 Public Health 4 2014-10-01 2014-10-01 false Requirements for performing quality improvement initiatives. 475.103 Section 475.103 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES, DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) QUALITY IMPROVEMENT ORGANIZATIONS QUALITY IMPROVEMENT ORGANIZATIONS Quality Improvement Organizations...

  5. Creating and promoting a sports performance service offering.

    PubMed

    Harr, Shannon; Shireman, Christopher W; Jebson, R Leslie

    2007-01-01

    Many private hospitals and physician groups are exploring the possibility of expanding their facilities to include advanced ancillary services. Services such as a sports performance center provide additional opportunities for quality patient care and at the same time augment the bottom line. By offering additional ancillary services, healthcare organizations such as an orthopaedics practice can become a full-service center enabling clinicians to more fully provide care to their patients. Marketing and promotion play a crucial role in this type of service. These activities must be designed and carried out in a way that encourages productive results and collaboration as the organization strives to position itself as a full-service center and as a sports specialist in its community. PMID:17494488

  6. CMS data quality monitoring web service

    NASA Astrophysics Data System (ADS)

    Tuura, L.; Eulisse, G.; Meyer, A.

    2010-04-01

    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.

  7. Identifying Key Hospital Service Quality Factors in Online Health Communities

    PubMed Central

    Jung, Yuchul; Hur, Cinyoung; Jung, Dain

    2015-01-01

    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

  8. Food and Nutrition Services Quality Control Management Program.

    ERIC Educational Resources Information Center

    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…

  9. An Empirical Study of State University Students' Perceived Service Quality

    ERIC Educational Resources Information Center

    Sumaedi, Sik; Bakti, Gede Mahatma Yuda; Metasari, Nur

    2012-01-01

    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…

  10. Quality indicators for family support services and their relationship to organizational social context.

    PubMed

    Olin, S Serene; Williams, Nate; Pollock, Michele; Armusewicz, Kelsey; Kutash, Krista; Glisson, Charles; Hoagwood, Kimberly E

    2014-01-01

    Quality measurement is an important component of healthcare reform. The relationship of quality indicators (QIs) for parent-delivered family support services to organizational social contexts known to improve quality is unexamined. This study employs data collected from 21 child mental health programs that deliver team-based family support services. Performance on two levels of QIs-those targeting the program and staff-were significantly associated with organizational social context profiles and dimensions. High quality program policies are associated with positive organizational cultures and engaging climates. Inappropriate staff practices are associated with resistant cultures. Implications for organizational strategies to improve service quality are discussed. PMID:23709286

  11. Quality Indicators for Family Support Services and Their Relationship to Organizational Social Context

    PubMed Central

    Olin, S. Serene; Williams, Nate; Pollock, Michele; Armusewicz, Kelsey; Kutash, Krista; Glisson, Charles; Hoagwood, Kimberly E.

    2013-01-01

    Quality measurement is an important component of healthcare reform. The relationship of quality indicators (QIs) for parent-delivered family support services to organizational social contexts known to improve quality is unexamined. This study employs data collected from 21 child mental health programs that deliver team-based family support services. Performance on two levels of QIs —those targeting the program and staff -- were significantly associated with organizational social context profiles and dimensions. High quality program policies are associated with positive organizational cultures and engaging climates. Inappropriate staff practices are associated with resistant cultures. Implications for organizational strategies to improve service quality are discussed. PMID:23709286

  12. Quality of Services and Quality of Life from Service Providers' Perspectives: Analysis with Focus Groups

    ERIC Educational Resources Information Center

    Jenaro, C.; Vega, V.; Flores, N.; Cruz, M.

    2013-01-01

    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…

  13. The Effect of Service Quality on Patient loyalty: a Study of Private Hospitals in Tehran, Iran

    PubMed Central

    Arab, M; Tabatabaei, SM Ghazi; Rashidian, A; Forushani, A Rahimi; Zarei, E

    2012-01-01

    Background: Service quality is perceived as an important factor for developing patient’s loyalty. The aim of this study was to determine the hospital service quality from the patients’ viewpoints and the relative importance of quality dimensions in predicting the patient’s loyalty. Methods: A cross-sectional study was conducted in 2010. The study sample was composed of 943 patients selected from eight private general hospitals in Tehran. The survey instrument was a questionnaire included 24 items about the service quality and 3 items about the patient’s loyalty. Exploratory factor analysis was employed to extracting the dimensions of service quality. Also, regression analysis was performed to determining the relative importance of the service quality dimensions in predicting the patient’s loyalty. Result: The mean score of service quality and patient’s loyalty was 3.99 and 4.16 out of 5, respectively. About 29% of the loyalty variance was explained by the service quality dimensions. Four quality dimensions (Costing, Process Quality, Interaction Quality and Environment Quality) were found to be key determinants of the patient’s loyalty in the private hospitals of Tehran. Conclusion: The patients’ experience in relation to the private hospitals’ services has strong impact on the outcome variables like willingness to return to the same hospital and reuse its services or recommend them to others. The relationship between the service quality and patient’s loyalty proves the strategic importance of improving the service quality for dragging and retaining patients and expanding the market share. PMID:23193509

  14. The Assessment of Service Quality in Higher Education.

    ERIC Educational Resources Information Center

    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,…

  15. Measuring and Investigating Pretrial Multi-Expectations of Service Quality within the Higher Education Context

    ERIC Educational Resources Information Center

    Prugsamatz, Sunita; Heaney, Joo-Gim; Alpert, Frank

    2007-01-01

    Understanding what consumers expect from a service provider prior to consumption is necessary for marketers because expectations provide a standard of comparison against which consumers judge the performance of that service provider. This study is an in-depth investigation into consumers' pretrial multi-expectations of service quality within a…

  16. Reconsidering the measurement of ancillary service performance.

    PubMed

    Griffin, D T; Rauscher, J A

    1987-08-01

    Prospective payment reimbursement systems have forced hospitals to review their costs more carefully. The result of the increased emphasis on costs is that many hospitals use costs, rather than margin, to judge the performance of ancillary services. However, arbitrary selection of performance measures for ancillary services can result in managerial decisions contrary to hospital objectives. Managerial accounting systems provide models which assist in the development of performance measures for ancillary services. Selection of appropriate performance measures provides managers with the incentive to pursue goals congruent with those of the hospital overall. This article reviews the design and implementation of managerial accounting systems, and considers the impact of prospective payment systems and proposed changes in capital reimbursement on this process. PMID:10317937

  17. Quality of Service in Wireless Sensor Networks (QOS in WSN)

    NASA Astrophysics Data System (ADS)

    Zolhavarieh, Seyedjamal; Barati, Molood

    2013-03-01

    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 [14].

  18. Modeling quality attributes and metrics for web service selection

    NASA Astrophysics Data System (ADS)

    Oskooei, Meysam Ahmadi; Daud, Salwani binti Mohd; Chua, Fang-Fang

    2014-06-01

    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.

  19. 76 FR 55619 - Performance Measurement for Special Postal Services

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-09-08

    ... 39 CFR Part 3055 Performance Measurement for Special Postal Services AGENCY: Postal Regulatory... requirements for the measurement of the level of service the Postal Service provides in connection with Stamp... recent Postal Service representations about proposed service standards, measurement methods,...

  20. Quality of service for tactical wireless networks

    NASA Astrophysics Data System (ADS)

    Ordower, Rick; Newman, Nisha; Myrtle, Jeremy

    2010-04-01

    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.

  1. A model of continuous quality improvement for health service organisations.

    PubMed

    Thornber, M

    1992-01-01

    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

  2. Improving the quality of perioperative services in an era of reform.

    PubMed

    Daihl, Ed

    2013-12-01

    To improve performance in the surgical services arena, healthcare leaders should focus on: Improving perioperative outcomes. Meeting value-based purchasing quality targets. Reducing readmissions. Improving the perioperative experience. PMID:24380252

  3. Factors Influencing Perceptions of Service Quality in Cooperative Extension Workers

    ERIC Educational Resources Information Center

    Anaza, Nwamaka A.; Rutherford, Brian N.; Widdows, Richard

    2012-01-01

    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…

  4. Measuring Service Quality In Higher Education: Three Instruments Compared

    ERIC Educational Resources Information Center

    Abdullah, Firdaus

    2006-01-01

    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…

  5. 77 FR 60177 - Senior Executive Service; Financial Management Service Performance Review Board (PRB)

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-10-02

    ... Senior Executive Service; Financial Management Service Performance Review Board (PRB) AGENCY: Financial Management Service, Treasury. ACTION: Notice. SUMMARY: This notice announces the appointment of members to the Financial Management Service (FMS) Performance Review Board (PRB). DATES: This notice is...

  6. 76 FR 63351 - Senior Executive Service; Financial Management Service Performance Review Board (PRB)

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-10-12

    ... Senior Executive Service; Financial Management Service Performance Review Board (PRB) AGENCY: Financial... the Financial Management Service (FMS) Performance Review Board (PRB). DATES: This notice is effective.... Rogers, Deputy Commissioner, Financial Management Service. BILLING CODE 4810-35-M...

  7. Pasodoble- The GMES Downstream Service Project for Air Quality

    NASA Astrophysics Data System (ADS)

    Erbertseder, Thilo; Pasodoble Consortium

    2010-12-01

    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.

  8. Service Station Attendant. Performance Objectives. Basic Course.

    ERIC Educational Resources Information Center

    Davis, John

    Several intermediate performance objectives and corresponding criterion measures are listed for each of 24 terminal objectives for a basic secondary level service station attendant course. The materials were developed for a two-semester course (2 and 3 hours daily). The specialized classroom and shop experiences are designed to enable the student…

  9. Quality Enhancement: An Overview. Program Services Papers.

    ERIC Educational Resources Information Center

    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…

  10. Evaluation of outpatient service quality in Eastern Saudi Arabia

    PubMed Central

    Fraihi, Khalid J. Al; FAMCO, Dip; FAMCO, Fellow; Latif, Shahid A.

    2016-01-01

    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

  11. Measuring patient-perceived hospital service quality: a conceptual framework.

    PubMed

    Pai, Yogesh P; Chary, Satyanarayana T

    2016-04-18

    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

  12. Effective Interventions on Service Quality Improvement in a Physiotherapy Clinic

    PubMed Central

    Gharibi, Farid; Tabrizi, JafarSadegh; Eteraf Oskouei, MirAli; AsghariJafarabadi, Mohammad

    2014-01-01

    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

  13. Design of Bee Products Quality Monitoringinformation Service Platform

    NASA Astrophysics Data System (ADS)

    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.

  14. Manager personality, manager service quality orientation, and service climate: test of a model.

    PubMed

    Salvaggio, Amy Nicole; Schneider, Benjamin; Nishii, Lisa H; Mayer, David M; Ramesh, Anuradha; Lyon, Julie S

    2007-11-01

    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

  15. 22 CFR 92.81 - Performance of legal services.

    Code of Federal Regulations, 2011 CFR

    2011-04-01

    ... 22 Foreign Relations 1 2011-04-01 2011-04-01 false Performance of legal services. 92.81 Section 92.81 Foreign Relations DEPARTMENT OF STATE LEGAL AND RELATED SERVICES NOTARIAL AND RELATED SERVICES Quasi-Legal Services § 92.81 Performance of legal services. (a) Legal services defined. The term...

  16. 22 CFR 92.81 - Performance of legal services.

    Code of Federal Regulations, 2010 CFR

    2010-04-01

    ... 22 Foreign Relations 1 2010-04-01 2010-04-01 false Performance of legal services. 92.81 Section 92.81 Foreign Relations DEPARTMENT OF STATE LEGAL AND RELATED SERVICES NOTARIAL AND RELATED SERVICES Quasi-Legal Services § 92.81 Performance of legal services. (a) Legal services defined. The term...

  17. 42 CFR 438.240 - Quality assessment and performance improvement program.

    Code of Federal Regulations, 2011 CFR

    2011-10-01

    ... 42 Public Health 4 2011-10-01 2011-10-01 false Quality assessment and performance improvement program. 438.240 Section 438.240 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES, DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) MEDICAL ASSISTANCE PROGRAMS MANAGED CARE Quality Assessment and Performance Improvement Measurement...

  18. 42 CFR 438.240 - Quality assessment and performance improvement program.

    Code of Federal Regulations, 2014 CFR

    2014-10-01

    ... 42 Public Health 4 2014-10-01 2014-10-01 false Quality assessment and performance improvement program. 438.240 Section 438.240 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES, DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) MEDICAL ASSISTANCE PROGRAMS MANAGED CARE Quality Assessment and Performance Improvement Measurement...

  19. Transfer College Quality and Student Performance

    ERIC Educational Resources Information Center

    Dills, Angela K.; Hernandez-Julian, Rey

    2006-01-01

    With escalating tuitions, the return to college quality remains an important consideration for students deciding whether to spend more money for a higher quality college education. This paper examines how students that transfer credit for an introductory-level course perform in a subsequent intermediate-level course. Using rich administrative data…

  20. Evaluating the Quality of a Chat Service

    ERIC Educational Resources Information Center

    Arnold, Julie; Kaske, Neal K.

    2005-01-01

    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…

  1. 7 CFR 800.117 - Who shall perform original services.

    Code of Federal Regulations, 2010 CFR

    2010-01-01

    ... 7 Agriculture 7 2010-01-01 2010-01-01 false Who shall perform original services. 800.117 Section... REGULATIONS Original Services § 800.117 Who shall perform original services. (a) General. Original services shall be performed by the agency or field office assigned the area in which the service will be...

  2. Website Service Quality in Ireland: An Empirical Study

    NASA Astrophysics Data System (ADS)

    Connolly, Regina

    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.

  3. Marketing to older patients: perceptions of service quality.

    PubMed

    Brand, R R; Cronin, J J; Routledge, J B

    1997-01-01

    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

  4. Importance-performance analysis as a guide for hospitals in improving their provision of services.

    PubMed

    Whynes, D K; Reed, G

    1995-11-01

    As a result of the 1990 National Health Services Act, hospitals now compete with one another to win service contracts. A high level of service quality represents an important ingredient of a successful competitive strategy, yet, in general, hospitals have little external information on which to base quality decisions. Specifically, in their efforts to win contracts from fundholding general practitioners, hospitals require information on that which these purchasers deem important with respect to quality, and on how these purchasers assess the quality of their current service performance. The problem is complicated by the fact that hospital service quality, in itself, is multi-dimensional. In other areas of economic activity, the information problem has been resolved by importance-performance analysis and this paper reports the findings of such an analysis conducted for hosptials in the Trent region. The importance and performance service quality ratings of fundholders were obtained from a questionnaire survey and used in a particular variant of importance-performance analysis, which possesses certain advantages over more conventional approaches. In addition to providing empirical data on the determinants of service quality, as perceived by the purchasers of hospital services, this paper demonstrates how such information can be successfully employed in a quality enhancement strategy. PMID:10153275

  5. Using mobile technology to improve healthcare service quality.

    PubMed

    Chao, Chia Chen; Jen, Wen Yuan; Li, Yu-Chuan; Chi, Y P; Chen, Chang-I; Feng, Chen Chjeh

    2005-01-01

    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

  6. The management of health care service quality. A physician perspective

    PubMed Central

    Bobocea, L; Gheorghe, IR; Spiridon, St; Gheorghe, CM; Purcarea, VL

    2016-01-01

    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

  7. The management of health care service quality. A physician perspective.

    PubMed

    Bobocea, L; Gheorghe, I R; Spiridon, St; Gheorghe, C M; Purcarea, V L

    2016-01-01

    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

  8. 76 FR 55677 - Senior Executive Service (SES) Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-09-08

    ... ADMINISTRATION Senior Executive Service (SES) Performance Review Board AGENCY: General Services Administration... Administration SES Performance Review Board. The Performance Review Board assures consistency, stability, and... with regulations prescribed by the Office of Personnel Management, one or more SES performance...

  9. 78 FR 67147 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-11-08

    ... Board's Performance Review Boards which will oversee the evaluation of the performance appraisals of the... INVESTMENT BOARD Senior Executive Service Performance Review Board AGENCY: Federal Retirement Thrift... Executive Service Performance Review Boards for the Federal Retirement Thrift Investment Board. The...

  10. Evaluating supplier quality performance using analytical hierarchy process

    NASA Astrophysics Data System (ADS)

    Kalimuthu Rajoo, Shanmugam Sundram; Kasim, Maznah Mat; Ahmad, Nazihah

    2013-09-01

    This paper elaborates the importance of evaluating supplier quality performance to an organization. Supplier quality performance evaluation reflects the actual performance of the supplier exhibited at customer's end. It is critical in enabling the organization to determine the area of improvement and thereafter works with supplier to close the gaps. Success of the customer partly depends on supplier's quality performance. Key criteria as quality, cost, delivery, technology support and customer service are categorized as main factors in contributing to supplier's quality performance. 18 suppliers' who were manufacturing automotive application parts evaluated in year 2010 using weight point system. There were few suppliers with common rating which led to common ranking observed by few suppliers'. Analytical Hierarchy Process (AHP), a user friendly decision making tool for complex and multi criteria problems was used to evaluate the supplier's quality performance challenging the weight point system that was used for 18 suppliers'. The consistency ratio was checked for criteria and sub-criteria. Final results of AHP obtained with no overlap ratings, therefore yielded a better decision making methodology as compared to weight point rating system.

  11. Improving the record-keeping performance of direct service personnel.

    PubMed

    Christian, W P; Norris, M B; Anderson, S R; Blew, P A

    1984-01-01

    Record review procedures and contingent performance feedback were used to monitor and improve the record-keeping performance of human service staff in a behavioral residential treatment setting. A multiple baseline design was employed across three groups of B.A.-level human service personnel. The study consisted of five conditions: (1) Baseline 1; (2) Written Instructions (memoranda); (3) Written Performance Feedback; (4) Verbal Performance Feedback; and (5) Baseline 2 (return to the Baseline 1 condition). Dependent measures included highly reliable ratings by independent observers of the (1) essential documents present in case records, (2) documents approximately located/organized in case records, and (3) an overall rating of documents present, correctly organized, signed and dated, and not duplicated in the records. Results indicated that the procedures most frequently used to provide feedback to human services personnel--meetings, policy and procedure manuals, and/or written memoranda--were not as effective as verbal feedback sessions in prompting staff participation in case record maintenance. Findings were interpreted to suggest that, with adequate training, supervision, and performance appraisal, direct service personnel in residential treatment settings can effectively manage clients' case records and become more involved in, and committed to, accountability and quality control. PMID:10269107

  12. Achieving Quality Health Services for Adolescents.

    PubMed

    2016-08-01

    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

  13. Misconduct in Academic Research: Its Implications for the Service Quality Provided by University Libraries.

    ERIC Educational Resources Information Center

    Hernon, Peter; Altman, Ellen

    1995-01-01

    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…

  14. 31 CFR 545.406 - Exportation of services; performance of service contracts; legal services.

    Code of Federal Regulations, 2010 CFR

    2010-07-01

    ... TALIBAN (AFGHANISTAN) SANCTIONS REGULATIONS Interpretations § 545.406 Exportation of services; performance....201 or where the benefit of such services is otherwise received in the territory of Afghanistan... received in the territory of Afghanistan controlled by the Taliban. Note to § 545.406. See § 545.513...

  15. 5 CFR 531.504 - Level of performance required for quality step increase.

    Code of Federal Regulations, 2010 CFR

    2010-01-01

    ... summary level used by the program; and (2) Demonstrates sustained performance of high quality... 5 Administrative Personnel 1 2010-01-01 2010-01-01 false Level of performance required for quality... SERVICE REGULATIONS PAY UNDER THE GENERAL SCHEDULE Quality Step Increases § 531.504 Level of...

  16. 5 CFR 531.504 - Level of performance required for quality step increase.

    Code of Federal Regulations, 2011 CFR

    2011-01-01

    ... summary level used by the program; and (2) Demonstrates sustained performance of high quality... 5 Administrative Personnel 1 2011-01-01 2011-01-01 false Level of performance required for quality... SERVICE REGULATIONS PAY UNDER THE GENERAL SCHEDULE Quality Step Increases § 531.504 Level of...

  17. 42 CFR 438.240 - Quality assessment and performance improvement program.

    Code of Federal Regulations, 2010 CFR

    2010-10-01

    ... 42 Public Health 4 2010-10-01 2010-10-01 false Quality assessment and performance improvement... HEALTH AND HUMAN SERVICES (CONTINUED) MEDICAL ASSISTANCE PROGRAMS MANAGED CARE Quality Assessment and Performance Improvement Measurement and Improvement Standards § 438.240 Quality assessment and...

  18. 42 CFR 418.58 - Condition of participation: Quality assessment and performance improvement.

    Code of Federal Regulations, 2011 CFR

    2011-10-01

    ... collected to do the following: (i) Monitor the effectiveness and safety of services and quality of care. (ii..., patient safety, and quality of care. (2) Performance improvement activities must track adverse patient...: Patient Care § 418.58 Condition of participation: Quality assessment and performance improvement....

  19. 42 CFR 418.58 - Condition of participation: Quality assessment and performance improvement.

    Code of Federal Regulations, 2010 CFR

    2010-10-01

    ... collected to do the following: (i) Monitor the effectiveness and safety of services and quality of care. (ii..., patient safety, and quality of care. (2) Performance improvement activities must track adverse patient...: Patient Care § 418.58 Condition of participation: Quality assessment and performance improvement....

  20. 42 CFR 418.58 - Condition of participation: Quality assessment and performance improvement.

    Code of Federal Regulations, 2013 CFR

    2013-10-01

    ... collected to do the following: (i) Monitor the effectiveness and safety of services and quality of care. (ii..., patient safety, and quality of care. (2) Performance improvement activities must track adverse patient... Participation: Patient Care § 418.58 Condition of participation: Quality assessment and performance...

  1. 42 CFR 418.58 - Condition of participation: Quality assessment and performance improvement.

    Code of Federal Regulations, 2014 CFR

    2014-10-01

    ... collected to do the following: (i) Monitor the effectiveness and safety of services and quality of care. (ii..., patient safety, and quality of care. (2) Performance improvement activities must track adverse patient... Participation: Patient Care § 418.58 Condition of participation: Quality assessment and performance...

  2. Helping You Choose Quality Nursing and Rehabilitation Center Services

    MedlinePlus

    ... 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 ...

  3. The Importance of Good Quality Services for People with Complex Health Needs

    ERIC Educational Resources Information Center

    Campbell, Martin

    2008-01-01

    This article describes the use of a set of evidence-based quality indicators to assess performance by 15 NHS Boards across Scotland in a national review, with a particular focus on the quality of services for people with complex health needs. Evidence based best practice and evaluative data from previous inspections were used to develop Quality…

  4. Linking service climate and customer perceptions of service quality: test of a causal model.

    PubMed

    Schneider, B; White, S S; Paul, M C

    1998-04-01

    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

  5. HSE performance tests for dosimetry services.

    PubMed

    Birch, R; Simpson, J A; Hedley, R P; Wardle, J

    2000-12-01

    In the United Kingdom a dosimetry service that measures and assesses whole-body or part-body doses arising from external radiation must successfully complete a performance test. Results of the performance tests for routine whole-body, routine extremity/skin and special accident dosimetry, carried out over the past six years by the AEA Technology Calibration Service at Winfrith, and DRaStaC, the AWE Calibration Service at Aldermaston, are presented. The test involves irradiating groups of dosemeters to known doses of gamma radiation and determining the bias and relative standard deviations for each dose group. The results are compared with the pass criteria specified by the UK Health and Safety Executive. For routine whole-body dosimetry, both the film badge and thermoluminescent dosemeter (TLD) perform adequately for irradiations between 0.6 and 30 mSv. For higher doses up to 250 mSv, where the slow emulsion of the film is used, the film badge shows poorer performance with a tendency to overestimate the dose. For routine extremity/skin dosimetry there is a wider spread of relative standard deviation results than is seen for routine whole-body dosimetry. This is to be expected since the results will include dosemeters that are based on 'disposable' TLDs and ones based on lithium fluoride powder in sachets. For special accident dosimetry the dosemeters are tested between 0.26 and 6 Gy. For the highest dose group the film badge invariably underestimates the true dose, whereas the TLD has a tendency to overestimate it. PMID:11140715

  6. Applying Quality Function Deployment Model in Burn Unit Service Improvement.

    PubMed

    Keshtkaran, Ali; Hashemi, Neda; Kharazmi, Erfan; Abbasi, Mehdi

    2014-10-13

    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

  7. Improving quality measures in the emergency services.

    PubMed

    Armitage, M; Flanagan, D

    2001-01-01

    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

  8. An Empirical Study of the Impact of Service Quality on Patient Satisfaction in Private Hospitals, Iran

    PubMed Central

    Zarei, Ehsan; Daneshkohan, Abbas; Pouragha, Behrouz; Marzban, Sima; Arab, Mohammad

    2015-01-01

    Objective: Perceived service quality is the most important predictor of patient satisfaction. The purpose of this study was to investigate the impact of the service quality on the overall satisfaction of patients in private hospitals of Tehran, Iran. Method: This cross-sectional study was conducted in the year 2010. The study’s sample consisted of 969 patients who were recruited from eight private general hospitals in Tehran, Iran using consecutive sampling. A questionnaire was used for data collection; contacting 21 items (17 items about service quality and 4 items about overall satisfaction) and its validity and reliability were confirmed. Data analysis was performed using t-test, ANOVA and multivariate regression. Result: this study found a strong relationship between service quality and patient satisfaction. About 45% of the variance in overall satisfaction was explained by four dimensions of perceived service quality. The cost of services, the quality of the process and the quality of interaction had the greatest effects on the overall satisfaction of patients, but not found a significant effect on the quality of the physical environment on patient satisfaction. Conclusions: Constructs related to costs, delivery of service and interpersonal aspect of care had the most positive impact on overall satisfaction of patients. Managers and owners of private hospitals should set reasonable prices compared to the quality of service. In terms of process quality, waiting time for visits, admissions, and surgeries must be declined and services provided at the fastest possible time. It should be emphasized to strengthen of interpersonal aspects of care and communication skills of care providers. PMID:25560338

  9. The Effect of Hospital Service Quality on Patient's Trust

    PubMed Central

    Zarei, Ehsan; Daneshkohan, Abbas; Khabiri, Roghayeh; Arab, Mohammad

    2014-01-01

    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

  10. Signal Quality and Service Quality: A Study of Local and International MBA Programs in Vietnam

    ERIC Educational Resources Information Center

    Nguyen, Tho D.

    2009-01-01

    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…

  11. Applying GRA and QFD to Improve Library Service Quality

    ERIC Educational Resources Information Center

    Chen, Yen-Ting; Chou, Tsung-Yu

    2011-01-01

    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…

  12. Business Students' Perception of University Library Service Quality and Satisfaction

    ERIC Educational Resources Information Center

    Hsu, Maxwell K.; Cummings, Richard G.; Wang, Stephen W.

    2014-01-01

    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…

  13. 76 FR 78257 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-12-16

    ... Retirement Thrift Investment Board's Performance Review Boards which will oversee the evaluation of the... INVESTMENT BOARD Senior Executive Service Performance Review Board AGENCY: Federal Retirement Thrift... Executive Service Performance Review Boards for the Federal Retirement Thrift Investment Board. The...

  14. 32 CFR 1656.2 - Order to perform alternative service.

    Code of Federal Regulations, 2010 CFR

    2010-07-01

    ... 32 National Defense 6 2010-07-01 2010-07-01 false Order to perform alternative service. 1656.2... ALTERNATIVE SERVICE § 1656.2 Order to perform alternative service. (a) The local board of jurisdiction shall order any registrant who has been classified in Class 1-O or 1-O-S to perform alternative service at...

  15. 7 CFR 54.23 - Who shall perform appeal service.

    Code of Federal Regulations, 2010 CFR

    2010-01-01

    ... 7 Agriculture 3 2010-01-01 2010-01-01 false Who shall perform appeal service. 54.23 Section 54.23... MEAT PRODUCTS (GRADING, CERTIFICATION, AND STANDARDS) Regulations Appeal Service § 54.23 Who shall perform appeal service. Appeal service for products shall be performed by official graders designated...

  16. Quality Assurance in Dietetic Services Workshop for the Dietetic Assistant.

    ERIC Educational Resources Information Center

    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…

  17. Service Quality Ideals in a Competitive Tertiary Environment

    ERIC Educational Resources Information Center

    Yeo, Roland K.

    2009-01-01

    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…

  18. Understanding Biodiesel Fuel Quality and Performances

    SciTech Connect

    Weiksner, P. E., J.M. Sr.

    2003-12-12

    The purpose of this paper is to provide the reader with sufficient information to understand Biodiesel fuel quality and the effect various quality parameters have on diesel equipment performance. Biodiesel is produced from vegetable oils, recycled cooking greases and animal fat. The American Society of Testing Material test methods are used as a basis for drawing comparisons between regular diesel fuel and Biodiesel. Failure to control the processes for manufacturing, blending and storage of Biodiesel can lead to performance problems in all types of diesel fueled equipment.

  19. Nurse staffing, quality, and financial performance.

    PubMed

    McCue, Michael; Mark, Barbara A; Harless, David W

    2003-01-01

    In examining the relationship among nurse staffing, quality of care, and financial performance, prior empirical studies used competing measures and applied different levels of analysis. Using longitudinal data from 1990 through 1995, our study applied a dynamic econometric model to evaluate whether hospitals that changed their nurse staffing and quality of care affected their financial performance. Sampling 422 hospitals over this study period, we found a statistically significant increase in operating costs when registered nurse levels increase, but no statistically significant decrease in profit. Higher levels of non-nurse staffing caused higher operating expenses, as well as lower profits. PMID:12908654

  20. 75 FR 62509 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-10-12

    ... members of the Senior Executive Service (SES) Performance Review Board (PRB) for the Department of Defense... impartial review of SES performance appraisals and makes recommendations regarding performance ratings...

  1. Distributed Sensor Architecture for Intelligent Control that Supports Quality of Control and Quality of Service

    PubMed Central

    Poza-Lujan, Jose-Luis; Posadas-Yagüe, Juan-Luis; Simó-Ten, José-Enrique; Simarro, Raúl; Benet, Ginés

    2015-01-01

    This paper is part of a study of intelligent architectures for distributed control and communications systems. The study focuses on optimizing control systems by evaluating the performance of middleware through quality of service (QoS) parameters and the optimization of control using Quality of Control (QoC) parameters. The main aim of this work is to study, design, develop, and evaluate a distributed control architecture based on the Data-Distribution Service for Real-Time Systems (DDS) communication standard as proposed by the Object Management Group (OMG). As a result of the study, an architecture called Frame-Sensor-Adapter to Control (FSACtrl) has been developed. FSACtrl provides a model to implement an intelligent distributed Event-Based Control (EBC) system with support to measure QoS and QoC parameters. The novelty consists of using, simultaneously, the measured QoS and QoC parameters to make decisions about the control action with a new method called Event Based Quality Integral Cycle. To validate the architecture, the first five Braitenberg vehicles have been implemented using the FSACtrl architecture. The experimental outcomes, demonstrate the convenience of using jointly QoS and QoC parameters in distributed control systems. PMID:25723145

  2. Nurses' Emotional Intelligence Impact on the Quality of Hospital Services

    PubMed Central

    Ranjbar Ezzatabadi, Mohammad; Bahrami, Mohammad Amin; Hadizadeh, Farzaneh; Arab, Masoomeh; Nasiri, Soheyla; Amiresmaili, Mohammadreza; Ahmadi Tehrani, Gholamreza

    2012-01-01

    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

  3. 78 FR 63310 - Senior Executive Service; Fiscal Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-10-23

    ... Bureau of the Fiscal Service Senior Executive Service; Fiscal Service Performance Review Board AGENCY: Bureau of the Fiscal Service, Treasury. ACTION: Notice. SUMMARY: This notice announces the appointment of the members of the Fiscal Service Performance Review Board (PRB) for the Bureau of the Fiscal...

  4. Enhancing the quality of case studies in health services research.

    PubMed Central

    Yin, R K

    1999-01-01

    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

  5. Initiation of quality improvement activities in mental health services.

    PubMed

    Tobin, M; Chen, L

    1999-06-01

    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

  6. Valuing Quality in Early Childhood Services: New Approaches to Defining Quality.

    ERIC Educational Resources Information Center

    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…

  7. 20 CFR 901.2 - Eligibility to perform actuarial services.

    Code of Federal Regulations, 2013 CFR

    2013-04-01

    ... 20 Employees' Benefits 4 2013-04-01 2013-04-01 false Eligibility to perform actuarial services... GOVERNING THE PERFORMANCE OF ACTUARIAL SERVICES UNDER THE EMPLOYEE RETIREMENT INCOME SECURITY ACT OF 1974 Definitions and Eligibility To Perform Actuarial Services § 901.2 Eligibility to perform actuarial...

  8. 20 CFR 901.2 - Eligibility to perform actuarial services.

    Code of Federal Regulations, 2012 CFR

    2012-04-01

    ... 20 Employees' Benefits 4 2012-04-01 2012-04-01 false Eligibility to perform actuarial services... GOVERNING THE PERFORMANCE OF ACTUARIAL SERVICES UNDER THE EMPLOYEE RETIREMENT INCOME SECURITY ACT OF 1974 Definitions and Eligibility To Perform Actuarial Services § 901.2 Eligibility to perform actuarial...

  9. 20 CFR 901.2 - Eligibility to perform actuarial services.

    Code of Federal Regulations, 2011 CFR

    2011-04-01

    ... 20 Employees' Benefits 3 2011-04-01 2011-04-01 false Eligibility to perform actuarial services... GOVERNING THE PERFORMANCE OF ACTUARIAL SERVICES UNDER THE EMPLOYEE RETIREMENT INCOME SECURITY ACT OF 1974 Definitions and Eligibility To Perform Actuarial Services § 901.2 Eligibility to perform actuarial...

  10. 20 CFR 901.2 - Eligibility to perform actuarial services.

    Code of Federal Regulations, 2010 CFR

    2010-04-01

    ... 20 Employees' Benefits 3 2010-04-01 2010-04-01 false Eligibility to perform actuarial services... GOVERNING THE PERFORMANCE OF ACTUARIAL SERVICES UNDER THE EMPLOYEE RETIREMENT INCOME SECURITY ACT OF 1974 Definitions and Eligibility To Perform Actuarial Services § 901.2 Eligibility to perform actuarial...

  11. 20 CFR 901.2 - Eligibility to perform actuarial services.

    Code of Federal Regulations, 2014 CFR

    2014-04-01

    ... 20 Employees' Benefits 4 2014-04-01 2014-04-01 false Eligibility to perform actuarial services... GOVERNING THE PERFORMANCE OF ACTUARIAL SERVICES UNDER THE EMPLOYEE RETIREMENT INCOME SECURITY ACT OF 1974 Definitions and Eligibility To Perform Actuarial Services § 901.2 Eligibility to perform actuarial...

  12. 31 CFR 585.416 - Exportation of services; performance of service contracts; legal services.

    Code of Federal Regulations, 2010 CFR

    2010-07-01

    ... of the FRY (S&M), or where the benefit of such services is otherwise received in the FRY (S&M). The benefit of services performed anywhere in the world on behalf of the Government of the FRY (S&M... the FRY (S&M), is presumed to be received in the FRY (S&M). (b) The prohibitions contained in §§...

  13. 42 CFR 486.348 - Condition: Quality assessment and performance improvement (QAPI).

    Code of Federal Regulations, 2010 CFR

    2010-10-01

    ... 42 Public Health 5 2010-10-01 2010-10-01 false Condition: Quality assessment and performance improvement (QAPI). 486.348 Section 486.348 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES, DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) STANDARDS AND CERTIFICATION CONDITIONS FOR COVERAGE OF SPECIALIZED SERVICES FURNISHED BY...

  14. 42 CFR 486.348 - Condition: Quality assessment and performance improvement (QAPI).

    Code of Federal Regulations, 2011 CFR

    2011-10-01

    ... 42 Public Health 5 2011-10-01 2011-10-01 false Condition: Quality assessment and performance improvement (QAPI). 486.348 Section 486.348 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES, DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) STANDARDS AND CERTIFICATION CONDITIONS FOR COVERAGE OF SPECIALIZED SERVICES FURNISHED BY...

  15. 42 CFR 482.21 - Condition of participation: Quality assessment and performance improvement program.

    Code of Federal Regulations, 2010 CFR

    2010-10-01

    ... must use the data collected to— (i) Monitor the effectiveness and safety of services and quality of... performance improvement program. 482.21 Section 482.21 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES, DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) STANDARDS AND CERTIFICATION CONDITIONS OF...

  16. 42 CFR 416.43 - Conditions for coverage-Quality assessment and performance improvement.

    Code of Federal Regulations, 2014 CFR

    2014-10-01

    ... 42 Public Health 3 2014-10-01 2014-10-01 false Conditions for coverage-Quality assessment and performance improvement. 416.43 Section 416.43 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES, DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) MEDICARE PROGRAM (CONTINUED) AMBULATORY SURGICAL SERVICES Specific Conditions for Coverage §...

  17. 42 CFR 416.43 - Conditions for coverage-Quality assessment and performance improvement.

    Code of Federal Regulations, 2013 CFR

    2013-10-01

    ... 42 Public Health 3 2013-10-01 2013-10-01 false Conditions for coverage-Quality assessment and performance improvement. 416.43 Section 416.43 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES, DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) MEDICARE PROGRAM (CONTINUED) AMBULATORY SURGICAL SERVICES Specific Conditions for Coverage §...

  18. 42 CFR 416.43 - Conditions for coverage-Quality assessment and performance improvement.

    Code of Federal Regulations, 2012 CFR

    2012-10-01

    ... 42 Public Health 3 2012-10-01 2012-10-01 false Conditions for coverage-Quality assessment and performance improvement. 416.43 Section 416.43 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES, DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) MEDICARE PROGRAM (CONTINUED) AMBULATORY SURGICAL SERVICES Specific Conditions for Coverage §...

  19. 42 CFR 416.43 - Conditions for coverage-Quality assessment and performance improvement.

    Code of Federal Regulations, 2011 CFR

    2011-10-01

    ... 42 Public Health 3 2011-10-01 2011-10-01 false Conditions for coverage-Quality assessment and performance improvement. 416.43 Section 416.43 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES, DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) MEDICARE PROGRAM AMBULATORY SURGICAL SERVICES Specific Conditions for Coverage § 416.43...

  20. Assessing quality of pre-service physics teachers' written arguments

    NASA Astrophysics Data System (ADS)

    Aydeniz, Mehmet; Gürçay, Deniz

    2013-11-01

    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.

  1. Structural relationships between work environment and service quality perceptions as a function of customer contact intensity: implications for human service strategy.

    PubMed

    Scotti, Dennis J; Harmon, Joel; Behson, Scott J

    2009-01-01

    This study assesses the importance of customer-contact intensity at the service encounter level as a determinant of service quality assessments. Using data from the U.S. Department of Veterans Affairs, it shows that performance-driven human resources practices play an important role as determinants of employee customer orientation and service capability in both high-contact (outpatient healthcare) and low-contact (benefits claim processing) human service contexts. However, there existed significant differences across service delivery settings in the salience of customer orientation and the congruence between employee and customer perceptions of service quality, depending on the intensity of customer contact. In both contexts, managerial attention to high-performance work systems and customer-orientation has the potential to favorably impact perceptions of service quality, amplify consumer satisfaction, and enhance operational efficiency. PMID:19803115

  2. Developing quality indicators for family support services in community team-based mental health care.

    PubMed

    Serene Olin, S; Kutash, Krista; Pollock, Michele; Burns, Barbara J; Kuppinger, Anne; Craig, Nancy; Purdy, Frances; Armusewicz, Kelsey; Wisdom, Jennifer; Hoagwood, Kimberly E

    2014-01-01

    Quality indicators for programs integrating parent-delivered family support services for children's mental health have not been systematically developed. Increasing emphasis on accountability under the Affordable Care Act highlights the importance of quality-benchmarking efforts. Using a modified Delphi approach, quality indicators were developed for both program level and family support specialist level practices. These indicators were pilot tested with 21 community-based mental health programs. Psychometric properties of these indicators are reported; variations in program and family support specialist performance suggest the utility of these indicators as tools to guide policies and practices in organizations that integrate parent-delivered family support service components. PMID:23709287

  3. 42 CFR 460.134 - Minimum requirements for quality assessment and performance improvement program.

    Code of Federal Regulations, 2014 CFR

    2014-10-01

    ... ELDERLY (PACE) PROGRAMS OF ALL-INCLUSIVE CARE FOR THE ELDERLY (PACE) Quality Assessment and Performance...) Quality of life of participants. (4) Effectiveness and safety of staff-provided and contracted services... 42 Public Health 4 2014-10-01 2014-10-01 false Minimum requirements for quality assessment...

  4. 42 CFR 460.134 - Minimum requirements for quality assessment and performance improvement program.

    Code of Federal Regulations, 2012 CFR

    2012-10-01

    ... ELDERLY (PACE) PROGRAMS OF ALL-INCLUSIVE CARE FOR THE ELDERLY (PACE) Quality Assessment and Performance...) Quality of life of participants. (4) Effectiveness and safety of staff-provided and contracted services... 42 Public Health 4 2012-10-01 2012-10-01 false Minimum requirements for quality assessment...

  5. 42 CFR 460.134 - Minimum requirements for quality assessment and performance improvement program.

    Code of Federal Regulations, 2010 CFR

    2010-10-01

    ... ELDERLY (PACE) PROGRAMS OF ALL-INCLUSIVE CARE FOR THE ELDERLY (PACE) Quality Assessment and Performance...) Quality of life of participants. (4) Effectiveness and safety of staff-provided and contracted services... 42 Public Health 4 2010-10-01 2010-10-01 false Minimum requirements for quality assessment...

  6. 42 CFR 460.134 - Minimum requirements for quality assessment and performance improvement program.

    Code of Federal Regulations, 2013 CFR

    2013-10-01

    ... ELDERLY (PACE) PROGRAMS OF ALL-INCLUSIVE CARE FOR THE ELDERLY (PACE) Quality Assessment and Performance...) Quality of life of participants. (4) Effectiveness and safety of staff-provided and contracted services... 42 Public Health 4 2013-10-01 2013-10-01 false Minimum requirements for quality assessment...

  7. Total quality management - It works for aerospace information services

    NASA Technical Reports Server (NTRS)

    Erwin, James; Eberline, Carl; Colquitt, Wanda

    1993-01-01

    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.

  8. The PESPERF Scale: An Instrument for Measuring Service Quality in the School of Physical Education and Sports Sciences (PESS)

    ERIC Educational Resources Information Center

    Yildiz, Suleyman M.; Kara, Ali

    2009-01-01

    Purpose: HEdPERF (Higher Education PERFormance) is one of the most recently developed scales in the literature to measure service quality in higher education. However, HEdPERF is designed to measure service quality at a macro level (university level) and may be considered as a more generic measurement instrument. In higher education, new scales…

  9. 7 CFR 54.1024 - Who shall perform appeal service.

    Code of Federal Regulations, 2010 CFR

    2010-01-01

    ... 7 Agriculture 3 2010-01-01 2010-01-01 false Who shall perform appeal service. 54.1024 Section 54..., Processing, and Packaging of Livestock and Poultry Products § 54.1024 Who shall perform appeal service. Appeal service for equipment or utensils shall be performed by the Chief or a design review...

  10. Quality of Service Metrics in Wireless Sensor Networks: A Survey

    NASA Astrophysics Data System (ADS)

    Snigdh, Itu; Gupta, Nisha

    2016-03-01

    Wireless ad hoc network is characterized by autonomous nodes communicating with each other by forming a multi hop radio network and maintaining connectivity in a decentralized manner. This paper presents a systematic approach to the interdependencies and the analogy of the various factors that affect and constrain the wireless sensor network. This article elaborates the quality of service parameters in terms of methods of deployment, coverage and connectivity which affect the lifetime of the network that have been addressed, till date by the different literatures. The analogy of the indispensable rudiments was discussed that are important factors to determine the varied quality of service achieved, yet have not been duly focused upon.

  11. 42 CFR 460.132 - Quality assessment and performance improvement plan.

    Code of Federal Regulations, 2014 CFR

    2014-10-01

    ... AND HUMAN SERVICES (CONTINUED) PROGRAMS OF ALL-INCLUSIVE CARE FOR THE ELDERLY (PACE) PROGRAMS OF ALL-INCLUSIVE CARE FOR THE ELDERLY (PACE) Quality Assessment and Performance Improvement § 460.132...

  12. 42 CFR 460.132 - Quality assessment and performance improvement plan.

    Code of Federal Regulations, 2013 CFR

    2013-10-01

    ... AND HUMAN SERVICES (CONTINUED) PROGRAMS OF ALL-INCLUSIVE CARE FOR THE ELDERLY (PACE) PROGRAMS OF ALL-INCLUSIVE CARE FOR THE ELDERLY (PACE) Quality Assessment and Performance Improvement § 460.132...

  13. [Physician-independent quality control of health services].

    PubMed

    Hess, Rainer

    2007-01-01

    Currently a physician-independent control of health services can only be managed by means of liability case law. Usually, claims are settled years after the service has been provided, based, though, on medical guidelines that have been established by the medical profession itself at the time of the provision of services. An essential factor in medical quality assurance (QA) is the involvement of the relevant physicians, which should be combined with external controls. Regarding quality in medicine, personal qualification will have to be distinguished from institutional quality and quality of healthcare, which should be ensured by internal and external QA. There is increasing pressure to publish QA results in an institution-related manner. However, the publication of results may lead to the unequal treatment of hospitals, as external QA includes only a limited number of indications (possible misjudgement of overall quality), and refers to different patient populations (no comparable treatment results). However, the publication of such outcome data will prevail in the long-term. The future vision of an external QA system comprises: 1. electronically based patient files and, derived thereof, pseudonymised data sets for QA; 2. IQWiG's participation in the definition of evidence-based indicators for quality assessment as well as the application of these indicators; 3. the full publication of results on an Internet platform. PMID:17711259

  14. 26 CFR 1.23-4 - Performance and quality standards. [Reserved

    Code of Federal Regulations, 2011 CFR

    2011-04-01

    ... 26 Internal Revenue 1 2011-04-01 2009-04-01 true Performance and quality standards. 1.23-4 Section 1.23-4 Internal Revenue INTERNAL REVENUE SERVICE, DEPARTMENT OF THE TREASURY INCOME TAX INCOME TAXES Changes in Rates During A Taxable Year § 1.23-4 Performance and quality standards....

  15. 26 CFR 1.23-4 - Performance and quality standards. [Reserved

    Code of Federal Regulations, 2010 CFR

    2010-04-01

    ... 26 Internal Revenue 1 2010-04-01 2010-04-01 true Performance and quality standards. 1.23-4 Section 1.23-4 Internal Revenue INTERNAL REVENUE SERVICE, DEPARTMENT OF THE TREASURY INCOME TAX INCOME TAXES Changes in Rates During A Taxable Year § 1.23-4 Performance and quality standards....

  16. Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters

    PubMed Central

    2013-01-01

    Background Interaction between service provider and customer is the primary core of service businesses of different natures, and the influence of trust on service quality and customer satisfaction could not be ignored in interpersonal-based service encounters. However, lack of existing literature on the correlation between service quality, patient trust, and satisfaction from the prospect of interpersonal-based medical service encounters has created a research gap in previous studies. Therefore, this study attempts to bridge such a gap with an evidence-based practice study. Methods We adopted a cross-sectional design using a questionnaire survey of outpatients in seven medical centers of Taiwan. Three hundred and fifty copies of questionnaire were distributed, and 285 valid copies were retrieved, with a valid response rate of 81.43%. The SPSS 14.0 and AMOS 14.0 (structural equation modeling) statistical software packages were used for analysis. Structural equation modeling clarifies the extent of relationships between variables as well as the chain of cause and effect. Restated, SEM results do not merely show empirical relationships between variables when defining the practical situation. For this reason, SEM was used to test the hypotheses. Results Perception of interpersonal-based medical service encounters positively influences service quality and patient satisfaction. Perception of service quality among patients positively influences their trust. Perception of trust among patients positively influences their satisfaction. Conclusions According to the findings, as interpersonal-based medical service encounters will positively influence service quality and patient satisfaction, and the differences for patients’ perceptions of the professional skill and communication attitude of personnel in interpersonal-based medical service encounters will influence patients’ overall satisfaction in two ways: (A) interpersonal-based medical service encounter directly

  17. Quality of service management framework for dynamic chaining of geographic information services

    NASA Astrophysics Data System (ADS)

    Onchaga, Richard

    2006-06-01

    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.

  18. Delivering Service Quality in Alcohol Treatment: A Qualitative Comparison of Public and Private Treatment Centres by Service Users and Service Providers

    ERIC Educational Resources Information Center

    Resnick, Sheilagh M.; Griffiths, Mark D.

    2012-01-01

    In the UK, quality of care has now been placed at the centre of the National Health Service (NHS) modernisation programme. To date, there has been little research on the service quality delivery of alcohol treatment services from the perspective of both the service user and service provider. Therefore, this qualitative study explored the…

  19. Online Support Service Quality, Online Learning Acceptance, and Student Satisfaction

    ERIC Educational Resources Information Center

    Lee, Jung-Wan

    2010-01-01

    This paper examines potential differences between Korean and American students in terms of their perception levels regarding online education support service quality, online learning acceptance, and satisfaction. Eight hundred and seventy-two samples, which were collected from students in online classes in the United States and Korea, were…

  20. PDQ: Planning and Development of Quality Services in the Schools.

    ERIC Educational Resources Information Center

    Wright, Sandra

    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…

  1. Australian Indigenous Perspectives on Quality Assurance in Children's Services

    ERIC Educational Resources Information Center

    Hutchins, Teresa; Frances, Katie; Saggers, Sherry

    2009-01-01

    The Australian Government has recently committed to the development of an integrated system of assuring national quality standards for Australian childcare and preschool services (Australian Government, 2008). This article addresses two fundamental issues relating to the development of an integrated system as it applies to Indigenous children's…

  2. Implementing Quality Service-Learning Programs in Community Colleges

    ERIC Educational Resources Information Center

    Vaknin, Lauren Weiner; Bresciani, Marilee J.

    2013-01-01

    This cross-case comparative study at Western Community College and the University of the Coast explored through a constructive lens the characteristics that lead to sustainable, high quality service-learning programs and how they are implemented at institutions of higher education. The researchers determined that both Western Community College and…

  3. Service Quality in Alcohol Treatment: A Qualitative Study

    ERIC Educational Resources Information Center

    Resnick, Sheilagh M.; Griffiths, Mark D.

    2010-01-01

    The objective of the study was to qualitatively evaluate the managerial and organisational issues associated with service quality in a privately funded alcohol treatment centre in the UK. Two different groups of participants at a private treatment clinic were interviewed. The first group comprised 25 of its patients. The second group comprised 15…

  4. Quality of Service in Networks Supporting Cultural Multimedia Applications

    ERIC Educational Resources Information Center

    Kanellopoulos, Dimitris N.

    2011-01-01

    Purpose: This paper aims to provide an overview of representative multimedia applications in the cultural heritage sector, as well as research results on quality of service (QoS) mechanisms in internet protocol (IP) networks that support such applications. Design/methodology/approach: The paper's approach is a literature review. Findings: Cultural…

  5. University Rankings: How Well Do They Measure Library Service Quality?

    ERIC Educational Resources Information Center

    Jackson, Brian

    2015-01-01

    University rankings play an increasingly large role in shaping the goals of academic institutions and departments, while removing universities themselves from the evaluation process. This study compares the library-related results of two university ranking publications with scores on the LibQUAL+™ survey to identify if library service quality--as…

  6. Linking functional and relational service quality to customer satisfaction and loyalty: differences between men and women.

    PubMed

    Sánchez-Hernández, Rosa M; Martínez-Tur, Vicente; Peiró, José M; Moliner, Carolina

    2010-04-01

    This study assessed differences between men and women in the association of perceptions of service quality with customer evaluations. Functional (efficiency with which the service is delivered) and relational (customers' emotional benefits, beyond the core performance, related to the social interaction of customers with employees) dimensions of service quality were measured as well as customer satisfaction and loyalty. The sample of 277 customers (191 men, 86 women), surveyed in 29 Mexican hotels, had a mean age of 38.1 yr. (SD=9.7) for men and 34.5 yr. (SD=11.0) for women. To be eligible for survey, customers had to have spent at least one night in the hotel in question. Analysis indicated that the women and men differed in the association of functional and relational dimensions of service quality with their satisfaction and loyalty. Functional service quality was higher for the men than the women, while relational service quality showed greater predictive power for women than for men, although these accounted for only 4% of the customers' satisfaction variance and 6% of the loyalty variance. PMID:20524565

  7. Service quality of private hospitals: The Iranian Patients' perspective

    PubMed Central

    2012-01-01

    Background Highly competitive market in the private hospital industry has caused increasing pressure on them to provide services with higher quality. The aim of this study was to determine the different dimensions of the service quality in the private hospitals of Iran and evaluating the service quality from the patients' perspective. Methods A cross-sectional study was conducted between October and November 2010 in Tehran, Iran. The study sample was composed of 983 patients randomly selected from 8 private general hospitals. The study questionnaire was the SERVQUAL questionnaire, consisting of 21 items in service quality dimensions. Results The result of factor analysis revealed 3 factors, explaining 69% of the total variance. The total mean score of patients' expectation and perception was 4.91(SD = 0.2) and 4.02(SD = 0.6), respectively. The highest expectation and perception related to the tangibles dimension and the lowest expectation and perception related to the empathy dimension. The differences between perception and expectation were significant (p < 0.001). There was a significant difference between the expectations scores based on gender, education level, and previous hospitalization in that same hospital. Also, there was a significant difference between the perception scores based on insurance coverage, average length of stay, and patients' health conditions on discharge. Conclusion The results showed that SERVQUAL is a valid, reliable, and flexible instrument to monitor and measure the quality of the services in private hospitals of Iran. Our findings clarified the importance of creating a strong relationship between patients and the hospital practitioners/personnel and the need for hospital staff to be responsive, credible, and empathetic when dealing with patients. PMID:22299830

  8. Reinventing Quality: 1995 Sourcebook of Innovative Programs for Quality Assurance and Quality Improvement of Community Services. Report #45.

    ERIC Educational Resources Information Center

    Blake, Ellen M., Comp.; Prouty, Robert W., Comp.; Lakin, K. Charlie

    This sourcebook profiles approximately 80 programs that support the redefinition, assessment, and/or enhancement of quality in community services for individuals with developmental disabilities. Direct service programs, however, are not included. The programs and activities described are subsumed under the following broad categories: (1) statewide…

  9. Quality of Service Control Based on Virtual Private Network Services in a Wide Area Gigabit Ethernet Optical Test Bed

    NASA Astrophysics Data System (ADS)

    Rea, Luca; Pompei, Sergio; Valenti, Alessandro; Matera, Francesco; Zema, Cristiano; Settembre, Marina

    We report an experimental investigation about the Virtual Private LAN Service technique to guarantee the quality of service in the metro/core network and also in the presence of access bandwidth bottleneck. We also show how the virtual private network can be set up for answering to a user request in a very fast way. The tests were performed in a GMPLS test bed with GbE core routers linked with long (tens of kilometers) GbE G.652 fiber links.

  10. Aiming for Service Excellence: Implementing a Plan for Customer Service Quality at a Blended Service Desk

    ERIC Educational Resources Information Center

    Oud, Joanne; Genzinger, Peter

    2016-01-01

    This article discusses a public service review and redesign that resulted in a blended service desk combining reference and circulation functions, staffed by nonlibrarians. The redesign implements a number of organizational structures that encourage service excellence, as found in the business literature and in examples of nonlibrary organizations…

  11. These Kids Perform a Community Service

    ERIC Educational Resources Information Center

    Instructor, 1978

    1978-01-01

    Presents reports from seven schools in the United States and Canada in which elementary school students are involved in special service projects such as weather forecasting, newspaper publishing and nursing home visits. (JMB)

  12. Patient satisfaction analysis on service quality of dental health care based on empathy and responsiveness

    PubMed Central

    Dewi, Fellani Danasra; Sudjana, Grita; Oesman, Yevis Marty

    2011-01-01

    Background: Transformation of health care is underway from sellers’ market to consumers’ market, where the satisfaction of the patients’ need is a primary concern while defining the service quality. Hence, commitment to provide a high-quality service and achieving patients’ satisfaction becomes an important issue for dental health care provider. The aim of this research is to investigate the quality of dental health care service based on empathy and responsiveness aspects. Methods: A total of 90 questionnaires were completed by the dental patients who came to dental polyclinic located in Government Hospital, West Java, Indonesia. The questionnaire was concerned on two dimensions of service quality model, i.e. empathy and responsiveness. The obtained data were analyzed using inferential statistics (t test) and also descriptive statistics with importance–performance analysis. Results: All the attributes tested by t test showed that perception and expectation differed significantly, except for responsiveness, i.e. ability of dental assistants in assisting the dentist (t test 0.505service quality. PMID:22135687

  13. Non-Functional Property Driven Service Governance: Performance Implications

    SciTech Connect

    Liu, Yan; Zhu, Liming; Bass, Len; Gorton, Ian; Staples, Mark

    2007-09-17

    Service governance is a set of businesses processes, policies and technical solutions that support enterprises in their implementation and management of their SOA. The decisions of service governance, especially concerning service boundaries at the enterprise level, influence the deployment topology of business services across or within business organizations. Deployment topologies are realized by integration technologies such as Enterprise Service Bus (ESB). Service governance and technical solutions interact in a subtle way including through communication patterns and protocols between services and ESBs, as well as the deployment and configuration of ESB. These factors have a strong influence on the Non- Functional Properties (NFP) of a SOA solution. A systematic approach is essential to understand alternative technical solutions for a specific service governance decision. This paper proposes a modeling approach to evaluate the performance-related NFP impacts when mapping service governance to technical solutions using an ESB. This approach is illustrated by the quantitative performance analysis of a real

  14. 75 FR 57974 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-09-23

    ...This notice announces the appointment of the members of the Senior Executive Service Performance Review Boards for the Department of Homeland Security. The purpose of the Performance Review Board is to view and make recommendations concerning proposed performance appraisals, ratings, bonuses, pay adjustments, and other appropriate personnel actions for incumbents of Senior Executive Service,......

  15. 24 CFR 904.306 - Performing management services.

    Code of Federal Regulations, 2013 CFR

    2013-04-01

    ... Performing management services. The LHA may also contract with the HBA to perform some or all of the functions of project management for which the HBA may be better suited or located than the LHA. Such... 24 Housing and Urban Development 4 2013-04-01 2013-04-01 false Performing management services....

  16. 24 CFR 904.306 - Performing management services.

    Code of Federal Regulations, 2010 CFR

    2010-04-01

    ... Performing management services. The LHA may also contract with the HBA to perform some or all of the functions of project management for which the HBA may be better suited or located than the LHA. Such... 24 Housing and Urban Development 4 2010-04-01 2010-04-01 false Performing management services....

  17. 24 CFR 904.306 - Performing management services.

    Code of Federal Regulations, 2011 CFR

    2011-04-01

    ... Performing management services. The LHA may also contract with the HBA to perform some or all of the functions of project management for which the HBA may be better suited or located than the LHA. Such... 24 Housing and Urban Development 4 2011-04-01 2011-04-01 false Performing management services....

  18. 24 CFR 904.306 - Performing management services.

    Code of Federal Regulations, 2012 CFR

    2012-04-01

    ... Performing management services. The LHA may also contract with the HBA to perform some or all of the functions of project management for which the HBA may be better suited or located than the LHA. Such... 24 Housing and Urban Development 4 2012-04-01 2012-04-01 false Performing management services....

  19. 75 FR 35877 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-06-23

    ... Surface Transportation Board Senior Executive Service Performance Review Board AGENCY: Surface... Persons selected to serve on its Senior Executive Service Performance Review Board (PRB). FOR FURTHER...: Title 5 U.S.C. 4314 requires that each agency implement a performance appraisal system making...

  20. 77 FR 35752 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-06-14

    ... Surface Transportation Board Senior Executive Service Performance Review Board AGENCY: Surface... the ] Persons selected to serve on its Senior Executive Service Performance Review Board (PRB). FOR... INFORMATION: Title 5 U.S.C. 4314 requires that each agency implement a performance appraisal system...

  1. 76 FR 46896 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-08-03

    ... Surface Transportation Board Senior Executive Service Performance Review Board AGENCY: Surface... Persons selected to serve on its Senior Executive Service Performance Review Board (PRB). FOR FURTHER...: Title 5 U.S.C. 4314 requires that each agency implement a performance appraisal system making...

  2. Non-Academic Service Quality: Comparative Analysis of Students and Faculty as Users

    ERIC Educational Resources Information Center

    Sharif, Khurram; Kassim, Norizan Mohd

    2012-01-01

    The research focus was a non-academic service quality assessment within higher education. In particular, non-academic service quality perceptions of faculty and students were evaluated using a service profit chain. This enabled a comparison which helped understanding of non-academic service quality orientation from a key users' perspective. Data…

  3. Evaluating the service quality of undergraduate nursing education in Taiwan--using quality function deployment.

    PubMed

    Chou, Shieu-Ming

    2004-05-01

    This study applies quality function deployment (QFD) techniques to evaluate the quality of service of undergraduate nursing education in Taiwan from the perspective of nursing students. Survey data from 560 undergraduate nursing students at four Taiwanese universities were subjected to QFD analysis in order to identify the quality characteristics most highly valued by students, the elements of educational service they consider most important and least important, and relationships/discrepancies between student quality requirements and institutional service elements. Results show that students value traditional elements of nursing education - clinical practice and lectures - more highly than recent additions such as computer-aided instruction and multimedia teaching. Results also show that students are looking for quality primarily in the area of faculty characteristics. The implication is that institutions which provide nursing education should not neglect the importance of investing in faculty when they are seeking to upgrade the quality of their programs. Further QFD studies are recommended to evaluate the quality of nursing education from the perspective of preceptors and nurses who help to train students in clinical settings. PMID:15110441

  4. Quality Assessment of University Studies as a Service: Dimensions and Criteria

    ERIC Educational Resources Information Center

    Pukelyte, Rasa

    2010-01-01

    This article reviews a possibility to assess university studies as a service. University studies have to be of high quality both in their content and in the administrative level. Therefore, quality of studies as a service is an important constituent part of study quality assurance. When assessing quality of university studies as a service, it is…

  5. Rapid evaluation methods (REM) of health services performance: methodological observations.

    PubMed

    Anker, M; Guidotti, R J; Orzeszyna, S; Sapirie, S A; Thuriaux, M C

    1993-01-01

    The rapid evaluation method (REM) was developed by WHO in order to assess the performance and quality of health care services, identify operational problems, and assist in taking managerial action. It was tested in five developing countries (Botswana, Madagascar, Papua New Guinea, Uganda and Zambia) between 1988 and 1991. REM consists of a set of observation- and survey-based diagnostic activities, carried out mainly in health care facilities. The article describes the various steps of REM, methodological issues such as setting objectives and using an issue-information matrix, preparation of survey instruments, use of computer software (Epi Info), data quality control, fieldwork, and the use of data to produce useful information for decision-makers. REM aims at bringing prompt and relevant information to planners and decision-makers who need it for a specific purpose. In the present examples, REM provided information for preparing a programme proposal for external funding, for establishing baseline data for a situation analysis, and for assessing staff performance after extensive training in order to improve the curriculum. PMID:8440033

  6. 42 CFR 460.132 - Quality assessment and performance improvement plan.

    Code of Federal Regulations, 2010 CFR

    2010-10-01

    ... 42 Public Health 4 2010-10-01 2010-10-01 false Quality assessment and performance improvement plan. 460.132 Section 460.132 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES, DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) PROGRAMS OF ALL-INCLUSIVE CARE FOR THE ELDERLY (PACE) PROGRAMS OF ALL-INCLUSIVE CARE FOR THE ELDERLY (PACE)...

  7. 42 CFR 460.136 - Internal quality assessment and performance improvement activities.

    Code of Federal Regulations, 2011 CFR

    2011-10-01

    ... 42 Public Health 4 2011-10-01 2011-10-01 false Internal quality assessment and performance improvement activities. 460.136 Section 460.136 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES, DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) PROGRAMS OF ALL-INCLUSIVE CARE FOR THE ELDERLY (PACE) PROGRAMS OF ALL-INCLUSIVE CARE FOR THE...

  8. 42 CFR 460.134 - Minimum requirements for quality assessment and performance improvement program.

    Code of Federal Regulations, 2011 CFR

    2011-10-01

    ... 42 Public Health 4 2011-10-01 2011-10-01 false Minimum requirements for quality assessment and performance improvement program. 460.134 Section 460.134 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES, DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) PROGRAMS OF ALL-INCLUSIVE CARE FOR THE ELDERLY (PACE) PROGRAMS OF ALL-INCLUSIVE CARE...

  9. 42 CFR 482.96 - Condition of participation: Quality assessment and performance improvement (QAPI).

    Code of Federal Regulations, 2011 CFR

    2011-10-01

    ... 42 Public Health 5 2011-10-01 2011-10-01 false Condition of participation: Quality assessment and performance improvement (QAPI). 482.96 Section 482.96 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES, DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) STANDARDS AND CERTIFICATION CONDITIONS OF PARTICIPATION FOR HOSPITALS Requirements...

  10. 42 CFR 460.132 - Quality assessment and performance improvement plan.

    Code of Federal Regulations, 2011 CFR

    2011-10-01

    ... 42 Public Health 4 2011-10-01 2011-10-01 false Quality assessment and performance improvement plan. 460.132 Section 460.132 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES, DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) PROGRAMS OF ALL-INCLUSIVE CARE FOR THE ELDERLY (PACE) PROGRAMS OF ALL-INCLUSIVE CARE FOR THE ELDERLY (PACE)...