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. 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…

  9. 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…

  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. 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,…

  4. 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…

  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. 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.

  14. [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

  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. 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…

  4. 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…

  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. 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…

  9. 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…

  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. 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...

  14. 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...

  15. 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

  16. 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.

  17. 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...

  18. 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...

  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. 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

  3. 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.

  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. 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

  6. 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

  7. 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

  8. 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...

  9. 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...

  10. 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

  11. 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.

  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. 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...

  14. 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…

  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. 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

  5. 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

  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. 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...

  12. 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...

  13. 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...

  14. 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…

  15. 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…

  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. 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...

  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. 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.

  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. 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

  5. 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

  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. [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

  12. 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...

  13. 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...

  14. 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

  15. 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....

  16. 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....

  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. 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…

  20. 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…

  1. 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…

  2. 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…

  3. 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…

  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. 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…

  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. 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…

  10. 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.

  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. 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....

  15. 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....

  16. 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....

  17. 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....

  18. 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,......

  19. 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...

  20. 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...

  1. 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...

  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. 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

  5. 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…

  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)...

  11. 42 CFR 482.96 - Condition of participation: 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 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...

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

    Code of Federal Regulations, 2012 CFR

    2012-10-01

    ... or maintain the delivery of services and patient care. (2) Develop and implement plans of action to... 42 Public Health 4 2012-10-01 2012-10-01 false Quality assessment and performance improvement plan. 460.132 Section 460.132 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES, DEPARTMENT OF...

  13. Evaluation of the Service Review Model with Performance Scorecards

    ERIC Educational Resources Information Center

    Szabo, Thomas G.; Williams, W. Larry; Rafacz, Sharlet D.; Newsome, William; Lydon, Christina A.

    2012-01-01

    The current study combined a management technique termed "Service Review" with performance scorecards to enhance staff and consumer behavior in a human service setting consisting of 11 supervisors and 56 front-line staff working with 9 adult consumers with challenging behaviors. Results of our intervention showed that service review and scorecards…

  14. 7 CFR 800.117 - Who shall perform original services.

    Code of Federal Regulations, 2011 CFR

    2011-01-01

    ... 7 Agriculture 7 2011-01-01 2011-01-01 false Who shall perform original services. 800.117 Section 800.117 Agriculture Regulations of the Department of Agriculture (Continued) GRAIN INSPECTION, PACKERS AND STOCKYARD ADMINISTRATION (FEDERAL GRAIN INSPECTION SERVICE), DEPARTMENT OF AGRICULTURE GENERAL REGULATIONS Original Services § 800.117 Who...

  15. Engine Performance Specialist. Instructor's Manual. Automotive Service Series.

    ERIC Educational Resources Information Center

    Oklahoma State Dept. of Vocational and Technical Education, Stillwater. Curriculum and Instructional Materials Center.

    This curriculum guide is one of a series automotive service specialty publications that continues students' training in the automotive service trade by providing instruction in the engine performance specialty. It is based on the National Institute of Automotive Service Excellence task lists. Each of the 16 units includes some or all of the basic…

  16. 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. Four projects are described that utilize cross-functional, problem-solving teams for identifying requirements and defining tasks and task standards, management participation, attention to critical processes, and measurable long-term goals. The implementation of these projects provides the customer with measurably improved access to information that is provided through several channels: the NASA STI Database, document requests for microfiche and hardcopy, and the Centralized Help Desk.

  17. Analysis of psychological factors for quality assessment of interactive multimodal service

    NASA Astrophysics Data System (ADS)

    Yamagishi, Kazuhisa; Hayashi, Takanori

    2005-03-01

    We proposed a subjective quality assessment model for interactive multimodal services. First, psychological factors of an audiovisual communication service were extracted by using the semantic differential (SD) technique and factor analysis. Forty subjects participated in subjective tests and performed point-to-point conversational tasks on a PC-based TV phone that exhibits various network qualities. The subjects assessed those qualities on the basis of 25 pairs of adjectives. Two psychological factors, i.e., an aesthetic feeling and a feeling of activity, were extracted from the results. Then, quality impairment factors affecting these two psychological factors were analyzed. We found that the aesthetic feeling is mainly affected by IP packet loss and video coding bit rate, and the feeling of activity depends on delay time and video frame rate. We then proposed an opinion model derived from the relationships among quality impairment factors, psychological factors, and overall quality. The results indicated that the estimation error of the proposed model is almost equivalent to the statistical reliability of the subjective score. Finally, using the proposed model, we discuss guidelines for quality design of interactive audiovisual communication services.

  18. Stakeholder Expectations of Service Quality in a University Web Portal

    NASA Astrophysics Data System (ADS)

    Tate, Mary; Evermann, Joerg; Hope, Beverley; Barnes, Stuart

    Online service quality is a much-studied concept. There is considerable evidence that user expectations and perceptions of self-service and online service quality differ in different business domains. In addition, the nature of online services is continually changing and universities have been at the forefront of this change, with university websites increasingly acting as a portal for a wide range of online transactions for a wide range of stakeholders. In this qualitative study, we conduct focus groups with a range of stakeholders in a university web portal. Our study offers a number of insights into the changing nature of the relationship between organisations and customers. New technologies are influencing customer expectations. Customers increasingly expect organisations to have integrated information systems, and to utilise new technologies such as SMS and web portals. Organisations can be slow to adopt a customer-centric viewpoint, and persist in providing interfaces that are inconsistent or require inside knowledge of organisational structures and processes. This has a negative effect on customer perceptions.

  19. Introducing quality management into primary health care services in Uganda.

    PubMed Central

    Omaswa, F.; Burnham, G.; Baingana, G.; Mwebesa, H.; Morrow, R.

    1997-01-01

    In 1994, a national quality assurance programme was established in Uganda to strengthen district-level management of primary health care services. Within 18 months both objective and subjective improvements in the quality of services had been observed. In the examples documented here, there was a major reduction in maternal mortality among pregnant women referred to Jinja District Hospital, a reduction in waiting times and increased patient satisfaction at Masaka District Hospital, and a marked reduction in reported cases of measles in Arua District. Beyond these quantitative improvements, increased morale of district health team members, improved satisfaction among patients, and greater involvement of local government in the decisions of district health committees have been observed. At the central level, the increased coordination of activities has led to new guidelines for financial management and the procurement of supplies. District quality management workshops followed up by regular support visits from the Ministry of Health headquarters have led to a greater understanding by central staff of the issues faced at the district level. The quality assurance programme has also fostered improved coordination among national disease-control programmes. Difficulties encountered at the central level have included delays in carrying out district support visits and the failure to provide appropriate support. At the district level, some health teams tackled problems over which they had little control or which were overly complex; others lacked the management capacity for problem solving. PMID:9185368

  20. 75 FR 62591 - Performance Review Board, Senior Executive Service (SES)

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-10-12

    ... Exploration Systems Mission Directorate, NASA Headquarters; Associate Administrator for Space Operations... SPACE ADMINISTRATION Performance Review Board, Senior Executive Service (SES) AGENCY: National Aeronautics and Space Administration (NASA). ACTION: Notice of Membership of SES Performance Review...

  1. 76 FR 60090 - Performance Review Board, Senior Executive Service (SES)

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-09-28

    ... SPACE ADMINISTRATION Performance Review Board, Senior Executive Service (SES) AGENCY: National Aeronautics and Space Administration (NASA). ACTION: Notice of membership of SES Performance Review Board... Human Exploration and Operations Directorate, NASA Headquarters. Associate Administrator for...

  2. 75 FR 67399 - Performance Review Board, Senior Executive Service (SES)

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-11-02

    ... From the Federal Register Online via the Government Publishing Office NATIONAL AERONAUTICS AND SPACE ADMINISTRATION Performance Review Board, Senior Executive Service (SES) AGENCY: National Aeronautics and Space Administration (NASA). ACTION: Notice of Membership of SES Performance Review...

  3. Chinese adolescent student service quality and experience in an international tertiary education system.

    PubMed

    Peng, Ching-Huai

    2008-01-01

    After the 2008 Olympics is concluded and commentators and journalists internationally begin the process of evaluating Beijing's performance as the host city, one of the primary elements to be analyzed will be the quality of visitor service provided by more than 70,000 volunteers. Given the large number Chinese students who have chosen a Western tertiary education over the past ten years, it is reasonable to assume that many of these students will volunteer their services, bringing a perspective on Western standards of service quality gained through exposure to the models of their host high school and university. This study uses both qualitative and quantitative approaches to examine the experiences of 160 Chinese students at an Australian tertiary institution, and concludes that their impressions of quality are formed by a range of service dimensions. Analysis of the scope, scale, and importance of the these dimensions is used to generate a portfolio of quality indicators that are likely feature strongly in the 2008 Beijing Olympics model of volunteer service delivery. PMID:19086677

  4. The Performance Diagnostic Checklist-Human Services: a Correction.

    PubMed

    Carr, James E; Wilder, David A

    2016-03-01

    The Performance Diagnostic Checklist (PDC) has been used in a number of investigations to assess the environmental determinants of substandard employee performance. Carr et al. (2013) revised the PDC to explicitly assess the performance of employees in human-service settings who are responsible for providing care to others: the Performance Diagnostic Checklist-Human Services (PDC-HS). The originally published PDC-HS contained three minor scoring errors, which have been corrected in the present version. PMID:27606231

  5. Global-Scale Resource Survey and Performance Monitoring of Public OGC Web Map Services

    NASA Astrophysics Data System (ADS)

    Gui, Zhipeng; Cao, Jun; Liu, Xiaojing; Cheng, Xiaoqiang; Wu, Huayi

    2016-06-01

    One of the most widely-implemented service standards provided by the Open Geospatial Consortium (OGC) to the user community is the Web Map Service (WMS). WMS is widely employed globally, but there is limited knowledge of the global distribution, adoption status or the service quality of these online WMS resources. To fill this void, we investigated global WMSs resources and performed distributed performance monitoring of these services. This paper explicates a distributed monitoring framework that was used to monitor 46,296 WMSs continuously for over one year and a crawling method to discover these WMSs. We analyzed server locations, provider types, themes, the spatiotemporal coverage of map layers and the service versions for 41,703 valid WMSs. Furthermore, we appraised the stability and performance of basic operations for 1210 selected WMSs (i.e., GetCapabilities and GetMap). We discuss the major reasons for request errors and performance issues, as well as the relationship between service response times and the spatiotemporal distribution of client monitoring sites. This paper will help service providers, end users and developers of standards to grasp the status of global WMS resources, as well as to understand the adoption status of OGC standards. The conclusions drawn in this paper can benefit geospatial resource discovery, service performance evaluation and guide service performance improvements.

  6. 78 FR 57837 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-09-20

    ... INVESTIGATION BOARD Senior Executive Service Performance Review Board AGENCY: Chemical Safety and Hazard Investigation Board. ACTION: Notice. SUMMARY: This notice announces a change in the membership of the Senior...). The PRB reviews initial performance ratings of members of the Senior Executive Service (SES) and...

  7. Using Job Performance as a Component of Civil Service Examinations.

    ERIC Educational Resources Information Center

    Southworth, Dixon

    2000-01-01

    Results of a study correlating work behaviors, performance appraisals and results of civil service promotion examinations suggest that exam scores are not sufficient and should not be the sole determinant of promotions. Work behaviors and job performance are time consuming to assess but should also be considered as civil service promotion…

  8. An Artificial Intelligence System to Predict Quality of Service in Banking Organizations

    PubMed Central

    Popovič, Aleš

    2016-01-01

    Quality of service, that is, the waiting time that customers must endure in order to receive a service, is a critical performance aspect in private and public service organizations. Providing good service quality is particularly important in highly competitive sectors where similar services exist. In this paper, focusing on banking sector, we propose an artificial intelligence system for building a model for the prediction of service quality. While the traditional approach used for building analytical models relies on theories and assumptions about the problem at hand, we propose a novel approach for learning models from actual data. Thus, the proposed approach is not biased by the knowledge that experts may have about the problem, but it is completely based on the available data. The system is based on a recently defined variant of genetic programming that allows practitioners to include the concept of semantics in the search process. This will have beneficial effects on the search process and will produce analytical models that are based only on the data and not on domain-dependent knowledge. PMID:27313604

  9. An Artificial Intelligence System to Predict Quality of Service in Banking Organizations.

    PubMed

    Castelli, Mauro; Manzoni, Luca; Popovič, Aleš

    2016-01-01

    Quality of service, that is, the waiting time that customers must endure in order to receive a service, is a critical performance aspect in private and public service organizations. Providing good service quality is particularly important in highly competitive sectors where similar services exist. In this paper, focusing on banking sector, we propose an artificial intelligence system for building a model for the prediction of service quality. While the traditional approach used for building analytical models relies on theories and assumptions about the problem at hand, we propose a novel approach for learning models from actual data. Thus, the proposed approach is not biased by the knowledge that experts may have about the problem, but it is completely based on the available data. The system is based on a recently defined variant of genetic programming that allows practitioners to include the concept of semantics in the search process. This will have beneficial effects on the search process and will produce analytical models that are based only on the data and not on domain-dependent knowledge. PMID:27313604

  10. Communicating and visualizing data quality through Web Map Services

    NASA Astrophysics Data System (ADS)

    Roberts, Charles; Blower, Jon; Maso, Joan; Diaz, Daniel; Griffiths, Guy; Lewis, Jane

    2014-05-01

    The sharing and visualization of environmental data through OGC Web Map Services is becoming increasingly common. However, information about the quality of data is rarely presented. (In this presentation we consider mostly data uncertainty as a measure of quality, although we acknowledge that many other quality measures are relevant to the geoscience community.) In the context of the GeoViQua project (http://www.geoviqua.org) we have developed conventions and tools for using WMS to deliver data quality information. The "WMS-Q" convention describes how the WMS specification can be used to publish quality information at the level of datasets, variables and individual pixels (samples). WMS-Q requires no extensions to the WMS 1.3.0 specification, being entirely backward-compatible. (An earlier version of WMS-Q was published as OGC Engineering Report 12-160.) To complement the WMS-Q convention, we have also developed extensions to the OGC Symbology Encoding (SE) specification, enabling uncertain geoscience data to be portrayed using a variety of visualization techniques. These include contours, stippling, blackening, whitening, opacity, bivariate colour maps, confidence interval triangles and glyphs. There may also be more extensive applications of these methods beyond the visual representation of uncertainty. In this presentation we will briefly describe the scope of the WMS-Q and "extended SE" specifications and then demonstrate the innovations using open-source software based upon ncWMS (http://ncwms.sf.net). We apply the tools to a variety of datasets including Earth Observation data from the European Space Agency's Climate Change Initiative. The software allows uncertain raster data to be shared through Web Map Services, giving the user fine control over data visualization.

  11. Performance testing open source products for the TMT event service

    NASA Astrophysics Data System (ADS)

    Gillies, K.; Bhate, Yogesh

    2014-07-01

    The software system for TMT is a distributed system with many components on many computers. Each component integrates with the overall system using a set of software services. The Event Service is a publish-subscribe message system that allows the distribution of demands and other events. The performance requirements for the Event Service are demanding with a goal of over 60 thousand events/second. This service is critical to the success of the TMT software architecture; therefore, a project was started to survey the open source and commercial market for viable software products. A trade study led to the selection of five products for thorough testing using a specially constructed computer/network configuration and test suite. The best performing product was chosen as the basis of a prototype Event Service implementation. This paper describes the process and performance tests conducted by Persistent Systems that led to the selection of the product for the prototype Event Service.

  12. Beyond Accreditation: What Defines a Quality Funeral Service Education Program? An Investigation of the Relationship between Educational Correlates and Program Quality in Funeral Service Education

    ERIC Educational Resources Information Center

    Fritch, John Bradley

    2011-01-01

    This study sought to determine what defines a quality funeral service education program beyond accreditation. The study examined the opinions of funeral service education chairs (N = 45, representing 80% of the population) who are leaders of funeral service education programs accredited by the American Board of Funeral Service Education.…

  13. Creating Partnerships: Forging a Chain of Service Quality.

    ERIC Educational Resources Information Center

    Lynch, Richard; And Others

    1993-01-01

    Advocates the need for libraries to identify, nurture, and sustain new partnerships given rapid technological advancements and trends in information economics. Principles of partnerships are described, including Total Quality Management (TQM), negotiation, seamless connectivity, performance data, trust, patience, and perseverance; and steps in the…

  14. Involving patients to improve service quality in primary care.

    PubMed

    Stevenson, Keith; Sinfield, Paul; Ion, Vince; Merry, Marilyn

    2004-01-01

    A sample of 92 UK patients volunteered to take part in focus groups to discuss what elements of local primary care provision were important to them. Issues raised were prioritised by the patients and then fashioned into 18 quality indicators which nine local practices were invited to assess themselves against. At the assessment meeting three months later over 40 changes in service provision were noted in the nine participating practices. A patient questionnaire carried out in each practice, however, indicated a tendency for practices to overestimate the services they felt they provided. Patients rated the experience of generating standards as very worthwhile and enjoyed being asked. Further research needs to be carried out to assess the effectiveness of this methodology in different settings. PMID:15481696

  15. Quality of emergency rooms and urgent care services: user satisfaction

    PubMed Central

    Lima, Cássio de Almeida; dos Santos, Bruna Tatiane Prates; Andrade, Dina Luciana Batista; Barbosa, Francielle Alves; da Costa, Fernanda Marques; Carneiro, Jair Almeida

    2015-01-01

    Objective To evaluate the quality of emergency rooms and urgent care services according to the satisfaction of their users. Methods A cross-sectional descriptive study with a quantitative approach. The sample comprised 136 users and was drawn at random. Data collection took place between October and November 2012 using a structured questionnaire. Results Participants were mostly male (64.7%) aged less than 30 years (55.8%), and the predominant level of education was high school (54.4%). Among the items evaluated, those that were statistically associated with levels of satisfaction with care were waiting time, confidence in the service, model of care, and the reason for seeking care related to acute complaints, cleanliness, and comfortable environment. Conclusion Accessibility, hospitality, and infrastructure were considered more relevant factors for patient satisfaction than the cure itself. PMID:26313440

  16. Implementation Of Quality Management System For Irradiation Processing Services

    NASA Astrophysics Data System (ADS)

    Lungu, Ion-Bogdan; Manea, Maria-Mihaela

    2015-07-01

    In today's market, due to an increasing competitiveness, quality management has set itself as an indispensable tool and a reference point for every business. It is ultimately focused on customer satisfaction which is a stringent factor for every business. Implementing and maintaining a QMS is a rather difficult, time consuming and expensive process which must be done with respect of many factors. The aim of this paper is to present a case study for implementing QMS ISO 9001 in a gamma irradiation treatment service provider. The research goals are the identification of key benefits, reasons, advantages, disadvantages, drawbacks etc for a successful QMS implementation and use. Finally, the expected results focus on creating a general framework for implementing an efficient QMS plan that can be easily adapted to other kind of services and markets.

  17. Computer Networking: Approaches to Quality Service Assurance. Technical Note No. 800.

    ERIC Educational Resources Information Center

    Stillman, Rona B.

    The problem of quality service assurance in a computer networking environment is addressed. In the absence of any direct, well-defined, quantitative measure of service quality and reliability, error collection and analysis is the only basis for service quality control. Therefore, mechanisms are described which facilitate reporting of operational…

  18. Quality Services Management: A Consumer-Oriented Model for Systems Audit and Strategic Intervention.

    ERIC Educational Resources Information Center

    Baker, Pamela C.

    The paper describes Quality Service Management (QSM) as applied to the provision of services to disabled and other special needs persons. QSM is defined as a systems approach to consumer relations based on the belief that quality care may be achieved only within the context of overall services management. Differences among "quality accountability"…

  19. Performance Indicators and Quality Review in Australian Universities.

    ERIC Educational Resources Information Center

    Stanley, Gordon; Reynolds, Pat

    1995-01-01

    A study examined the relationship between quantitative performance and diversity indicators and the quality rankings of Australian universities made by the Commission for Quality Assurance in Higher Education. Correlations between three performance factors (traditional research university performance, teaching performance, competitive research…

  20. 42 CFR 440.260 - Methods and standards to assure quality of services.

    Code of Federal Regulations, 2010 CFR

    2010-10-01

    ... 42 Public Health 4 2010-10-01 2010-10-01 false Methods and standards to assure quality of services... and Limits Applicable to All Services § 440.260 Methods and standards to assure quality of services. The plan must include a description of methods and standards used to assure that services are of...

  1. Parametric Packet-Layer Model for Evaluation Audio Quality in Multimedia Streaming Services

    NASA Astrophysics Data System (ADS)

    Egi, Noritsugu; Hayashi, Takanori; Takahashi, Akira

    We propose a parametric packet-layer model for monitoring audio quality in multimedia streaming services such as Internet protocol television (IPTV). This model estimates audio quality of experience (QoE) on the basis of quality degradation due to coding and packet loss of an audio sequence. The input parameters of this model are audio bit rate, sampling rate, frame length, packet-loss frequency, and average burst length. Audio bit rate, packet-loss frequency, and average burst length are calculated from header information in received IP packets. For sampling rate, frame length, and audio codec type, the values or the names used in monitored services are input into this model directly. We performed a subjective listening test to examine the relationships between these input parameters and perceived audio quality. The codec used in this test was the Advanced Audio Codec-Low Complexity (AAC-LC), which is one of the international standards for audio coding. On the basis of the test results, we developed an audio quality evaluation model. The verification results indicate that audio quality estimated by the proposed model has a high correlation with perceived audio quality.

  2. Kitchen hood performance in food service operations.

    PubMed

    Keil, Charles B; Kassa, Hailu; Fent, Kenny

    2004-12-01

    Cooking processes at food service operations release fumes that present risks of food contamination, fire, and employee exposure to hazardous chemicals. Local exhaust ventilation in the form of kitchen hoods is commonly used to control these risks. State codes often refer to the need for adequate ventilation, but hoods are not an explicit point on most inspection sheets and are rarely quantitatively assessed to determine if flow rates meet recommended levels. For this article, the flow rates of 89 hoods in 60 restaurants were measured and compared with appropriate flow rate guidelines. It was found that 39 percent of the hoods met the guidelines of the American Conference of Governmental Industrial Hygienists and 24 percent met the guidelines of the American Society of Heating, Refrigerating and Air-Conditioning Engineers. Inspecting sanitarians identified inadequate flow rates in less than 4 percent of the cases. Hoods used to control heavy-duty operations such as upright broilers, charbroilers, and woks had the lowest pass rate, 18 percent. The researchers also graded the hoods in terms of cleanliness. These ratings did not correlate with hood cleanliness notes on the sanitarians' inspection reports. Overall risks from cooking fumes could be reduced by regular systematic inspections of kitchen hoods, with hoods perhaps included as an independent item on inspection sheets. Quantitative assessment of flow rates is time consuming and is probably not feasible for all inspections. Periodic inspections of hoods on heavy-duty operations could be a workable way to reduce risks. PMID:15628193

  3. Perspectives for Web Service Intermediaries: How Influence on Quality Makes the Difference

    NASA Astrophysics Data System (ADS)

    Scholten, Ulrich; Fischer, Robin; Zirpins, Christian

    In the service-oriented computing paradigm and the Web service architecture, the broker role is a key facilitator to leverage technical capabilities of loose coupling to achieve organizational capabilities of dynamic customer-provider-relationships. In practice, this role has quickly evolved into a variety of intermediary concepts that refine and extend the basic functionality of service brokerage with respect to various forms of added value like platform or market mechanisms. While this has initially led to a rich variety of Web service intermediaries, many of these are now going through a phase of stagnation or even decline in customer acceptance. In this paper we present a comparative study on insufficient service quality that is arguably one of the key reasons for this phenomenon. In search of a differentiation with respect to quality monitoring and management patterns, we categorize intermediaries into Infomediaries, e-Hubs, e-Markets and Integrators. A mapping of quality factors and control mechanisms to these categories depicts their respective strengths and weaknesses. The results show that Integrators have the highest overall performance, followed by e-Markets, e-Hubs and lastly Infomediaries. A comparative market survey confirms the conceptual findings.

  4. Essential Elements of High Performing, High Quality Part C Systems. NECTAC Notes No. 25

    ERIC Educational Resources Information Center

    Lucas, Anne; Hurth, Joicey; Kasprzak, Christina

    2010-01-01

    National Early Childhood Technical Assistance Center (NECTAC) was asked to identify essential elements for supporting high performance and provision of high quality early intervention Part C services as determined by the Annual Performance Review (APR) required under Individuals with Disabilities Education Act (IDEA). To respond, NECTAC…

  5. Governance of quality of care: a qualitative study of health service boards in Victoria, Australia

    PubMed Central

    Bismark, Marie M; Studdert, David M

    2014-01-01

    Objectives To describe the engagement of health service boards with quality-of-care issues and to identify factors that influence boards’ activities in this area. Methods We conducted semistructured interviews with 35 board members and executives from 13 public health services in Victoria, Australia. Interviews focused on the role currently played by boards in overseeing quality of care. We also elicited interviewees’ perceptions of factors that have influenced their current approach to governance in this area. Thematic analysis was used to identify key themes from interview transcripts. Results Virtually all interviewees believed boards had substantial opportunities to influence the quality of care delivered within the service, chiefly through setting priorities, monitoring progress, holding staff to account and shaping culture. Perceived barriers to leveraging this influence included insufficient resources, gaps in skills and experience among board members, inadequate information on performance and regulatory requirements that miss the mark. Interviewees converged on four enablers of more effective quality governance: stronger regional collaborations; more tailored board training on quality issues; smarter use of reporting and accreditation requirements; and better access to data that was reliable, longitudinal and allowed for benchmarking against peer organisations. Conclusions Although health service boards are eager to establish quality of care as a governance priority, several obstacles are blocking progress. The result is a gap between the rhetoric of quality governance and the reality of month-to-month activities at the board level. The imperative for effective board-level engagement in this area cannot be met until these barriers are addressed. PMID:24327735

  6. Child Care Services Guide. Performance Objectives. Criterion Measures. Home Economics.

    ERIC Educational Resources Information Center

    Duval County School Board, Jacksonville, FL.

    Several intermediate performance objectives and corresponding criterion measures are listed for each of 14 terminal objectives for a high school child care services course. This course is designed to provide opportunities for exploring a broad range of child care, guidance, and service occupations. Major concepts include characteristics of…

  7. Food Production and Services. Performance Objectives. Criterion Measures. Home Economics.

    ERIC Educational Resources Information Center

    Bryant, EuDell H.; And Others

    Several intermediate performance objectives and corresponding criterion measures are listed for each of eight terminal objectives for a food production and services course, which is designed to provide students with an opportunity to express and practice a broad range of food production and service occupations. Major concepts covered include…

  8. Dynamical quality of service (QoS) support for DOCSIS HFC networks

    NASA Astrophysics Data System (ADS)

    Kuo, Wen-Kuang; Kumar, Sunil; Kuo, C.-C. Jay

    2001-07-01

    The Data Over Cable Service Interface Specifications (DOCSIS) of the Multimedia Cable Network System (MCNS) organization intends to support IP traffics over HFC (hybrid fiber/coax) networks with significantly higher data rates than analog modems and Integrated Service Digital Network (ISDN) links. The availability of high speed-access enables the delivery of high quality audio, video and interactive services. To support quality-of-service (QoS) for such multimedia applications, it is important for HFC networks to provide effective medium access and traffic scheduling mechanisms. In this work, we consider an HFC network that has a shared upstream channel for transmissions from stations assigned with different service priorities to the headend. We first present a multilevel priority collision resolution scheme with adaptive contention window adjustment. The proposed collision resolution scheme separates and resolves collisions for different classes of critically delay-sensitive and best effort traffics, thereby, achieving the capability for preemptive priorities. To enhance the performance of the proposed scheme, we adopt a novel methodology in which the headend dynamically selects the optimal backoff window size according to the estimate of the number of contending stations for each priority class. A traffic scheduling policy with multiple priority queues is also employed in the headend to schedule data transmissions. This scheduling strategy is used to satisfy bandwidth requirements for higher priority traffics. Simulations are conducted by using OPNET. We present a set of simulation scenarios to demonstrate the performance efficiency of the proposed scheme.

  9. 75 FR 68385 - Senior Executive Service-Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-11-05

    ... MANAGEMENT Senior Executive Service-Performance Review Board AGENCY: Office of Personnel Management. ACTION... Management, one or more SES performance review boards. The board reviews and evaluates the initial appraisal... appointing authority regarding the performance of the senior executive. Office of Personnel Management....

  10. 77 FR 66191 - Senior Executive Service-Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-11-02

    ... MANAGEMENT Senior Executive Service--Performance Review Board AGENCY: Office of Personnel Management. ACTION... prescribed by the Office of Personnel Management, one or more SES performance review boards. The board... the Performance Review Board of the U.S. Office of Personnel Management: Elizabeth A. Montoya,...

  11. 76 FR 70713 - Senior Executive Service; Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-11-15

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF ENERGY Senior Executive Service; Performance Review Board AGENCY: U.S. Department of Energy. ACTION: Designation of Performance Review Board Chair. SUMMARY: This notice provides the Performance Review Board Chair designee...

  12. 78 FR 70029 - Senior Executive Service; Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-11-22

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF ENERGY Senior Executive Service; Performance Review Board AGENCY: U.S. Department of Energy ACTION: Designation of Performance Review Board Co-Chairs. SUMMARY: This notice provides the Performance Review Board...

  13. 75 FR 69063 - Senior Executive Service; Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-11-10

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF ENERGY Senior Executive Service; Performance Review Board AGENCY: U.S. Department of Energy. ACTION: Designation of Performance Review Board Chair. SUMMARY: This notice provides the Performance Review Board Chair designee...

  14. 78 FR 77125 - Senior Executive Service Performance Review Board; Membership

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-12-20

    ... AGENCY Senior Executive Service Performance Review Board; Membership AGENCY: U.S. Environmental.... Environmental Protection Agency Performance Review Board for 2013. FOR FURTHER INFORMATION CONTACT: Karen D... Personnel Management, one or more SES performance review boards. This board shall review and evaluate...

  15. 77 FR 64969 - Senior Executive Service; Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-10-24

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF ENERGY Senior Executive Service; Performance Review Board AGENCY: U.S. Department of Energy. ACTION: Designation of Performance Review Board Chair. SUMMARY: This notice provides the Performance Review Board Chair designee...

  16. 77 FR 54570 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-09-05

    ... Safety Board (DNFSB) Senior Executive Service (SES) Performance Review Board (PRB). DATES: Effective Date..., the members of the DNFSB SES Performance Review Board listed in this notice are drawn from the SES... Defense Nuclear Facilities Safety Board SES Performance Review Board: Christopher E. Aiello, Director...

  17. Performance Prediction of Service-Oriented Applications based on an Enterprise Service Bus

    SciTech Connect

    Liu, Yan; Gorton, Ian; Zhu, Liming

    2007-07-27

    An Enterprise Service Bus (ESB) is a standards-based integration platform that combines messaging, web services, data transformation, and intelligent routing in a highly distributed environment. The ESB has been adopted as a key component of SOA infrastructures. For SOA implementations with large number of users, services, or traffic, maintaining the necessary performance levels of applications integrated using an ESB presents a substantial challenge, both to the architects who design the infrastructure as well as to IT professionals who are responsible for administration. In this paper, we develop a performance model for analyzing and predicting the runtime performance of service applications composed on a COTS ESB platform. Our approach utilizes benchmarking techniques to measure primitive performance overheads of service routing activities in the ESB. The performance characteristics of the ESB and services running on the ESB are modeled in a queuing network, which facilitates the performance prediction of service oriented applications. This model is validated by an example ESB based service application modeled from real world loan broking business application.

  18. 76 FR 29013 - Senior Executive Service; Performance Review Board; Members

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-05-19

    ... From the Federal Register Online via the Government Publishing Office NATIONAL CAPITAL PLANNING COMMISSION Senior Executive Service; Performance Review Board; Members AGENCY: National Capital Planning... National Capital Planning Commission also makes recommendations to the agency head regarding...

  19. 78 FR 41191 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-07-09

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF TRANSPORTATION Surface Transportation Board Senior Executive Service Performance Review Board AGENCY: Surface Transportation Board, DOT. ACTION: Notice. SUMMARY: The Surface Transportation Board (STB) publishes the names...

  20. 75 FR 70002 - Senior Executive Service Performance Review Board; Membership

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-11-16

    ... AGENCY Senior Executive Service Performance Review Board; Membership AGENCY: Environmental Protection Agency. ACTION: Notice. SUMMARY: Notice is hereby given of the membership of the Environmental Protection... Resources Management, Environmental Protection Agency, 1200 Pennsylvania Avenue, NW., Washington, DC...

  1. High-Performance Scalable Information Service for the ATLAS Experiment

    NASA Astrophysics Data System (ADS)

    Kolos, S.; Boutsioukis, G.; Hauser, R.

    2012-12-01

    The ATLAS[1] experiment is operated by a highly distributed computing system which is constantly producing a lot of status information which is used to monitor the experiment operational conditions as well as to assess the quality of the physics data being taken. For example the ATLAS High Level Trigger(HLT) algorithms are executed on the online computing farm consisting from about 1500 nodes. Each HLT algorithm is producing few thousands histograms, which have to be integrated over the whole farm and carefully analyzed in order to properly tune the event rejection. In order to handle such non-physics data the Information Service (IS) facility has been developed in the scope of the ATLAS Trigger and Data Acquisition (TDAQ)[2] project. The IS provides a high-performance scalable solution for information exchange in distributed environment. In the course of an ATLAS data taking session the IS handles about a hundred gigabytes of information which is being constantly updated with the update interval varying from a second to a few tens of seconds. IS provides access to any information item on request as well as distributing notification to all the information subscribers. In the latter case IS subscribers receive information within a few milliseconds after it was updated. IS can handle arbitrary types of information, including histograms produced by the HLT applications, and provides C++, Java and Python API. The Information Service is a unique source of information for the majority of the online monitoring analysis and GUI applications used to control and monitor the ATLAS experiment. Information Service provides streaming functionality allowing efficient replication of all or part of the managed information. This functionality is used to duplicate the subset of the ATLAS monitoring data to the CERN public network with a latency of a few milliseconds, allowing efficient real-time monitoring of the data taking from outside the protected ATLAS network. Each information

  2. Perceptual image quality and telescope performance ranking

    NASA Astrophysics Data System (ADS)

    Lentz, Joshua K.; Harvey, James E.; Marshall, Kenneth H.; Salg, Joseph; Houston, Joseph B.

    2010-08-01

    Launch Vehicle Imaging Telescopes (LVIT) are expensive, high quality devices intended for improving the safety of vehicle personnel, ground support, civilians, and physical assets during launch activities. If allowed to degrade from the combination of wear, environmental factors, and ineffective or inadequate maintenance, these devices lose their ability to provide adequate quality imagery to analysts to prevent catastrophic events such as the NASA Space Shuttle, Challenger, accident in 1986 and the Columbia disaster of 2003. A software tool incorporating aberrations and diffraction that was developed for maintenance evaluation and modeling of telescope imagery is presented. This tool provides MTF-based image quality metric outputs which are correlated to ascent imagery analysts' perception of image quality, allowing a prediction of usefulness of imagery which would be produced by a telescope under different simulated conditions.

  3. Web Service for Positional Quality Assessment: the Wps Tier

    NASA Astrophysics Data System (ADS)

    Xavier, E. M. A.; Ariza-López, F. J.; Ureña-Cámara, M. A.

    2015-08-01

    In the field of spatial data every day we have more and more information available, but we still have little or very little information about the quality of spatial data. We consider that the automation of the spatial data quality assessment is a true need for the geomatic sector, and that automation is possible by means of web processing services (WPS), and the application of specific assessment procedures. In this paper we propose and develop a WPS tier centered on the automation of the positional quality assessment. An experiment using the NSSDA positional accuracy method is presented. The experiment involves the uploading by the client of two datasets (reference and evaluation data). The processing is to determine homologous pairs of points (by distance) and calculate the value of positional accuracy under the NSSDA standard. The process generates a small report that is sent to the client. From our experiment, we reached some conclusions on the advantages and disadvantages of WPSs when applied to the automation of spatial data accuracy assessments.

  4. Relationships of physician characteristics to performance quality and improvement.

    PubMed Central

    Payne, B C; Lyons, T F; Neuhaus, E

    1984-01-01

    The quality of ambulatory medical care provided by 1,135 physicians in five separate practice settings in the Midwest was measured using predetermined process criteria. Specialists performed better in their own areas of specialized training than did family/general practitioners or specialists performing outside their specialty areas. Physicians with fewer years of practice performed somewhat better than physicians with more years since medical school graduation. Board certification was not consistently related to performance. Performances of the physicians improved following quality assurance interventions in these sites. Differences in the rates of change in performance quality were not consistently related to any of the physician characteristics studied. PMID:6746295

  5. A Multi-Level Examination of Leadership Practices in Quality Management: Implications for Organisational Performance in Healthcare

    ERIC Educational Resources Information Center

    Akdere, Mesut

    2007-01-01

    Organisations are continuously challenged to become more strategic, productive and cost-effective. As a result, quality management has become increasingly important to achieve desired organisational performance outcomes. Quality management considers leadership an important component to implement and sustain quality products and services to…

  6. A conceptual model of nurses' goal orientation, service behavior, and service performance.

    PubMed

    Chien, Chun-Cheng; Chou, Hsin-Kai; Hung, Shuo-Tsung

    2008-01-01

    Based on the conceptual framework known as the "service triangle," the authors constructed a model of nurses' goal orientation, service behavior, and service performance to investigate the antecedents and consequences of the medical service behavior provided by nurses. This cross-sectional study collected data from 127 nurses in six hospitals using a mail-in questionnaire. Analysis of the model revealed that the customer-oriented behavior of nurses had a positive influence on organizational citizenship behavior; and both of these behaviors had a significant positive influence on service performance. The results also indicate that a higher learning goal orientation among nurses was associated with the performance of both observable customer-oriented behavior and organizational-citizenship behavior. PMID:19330972

  7. Quality of health care: the responsibility of health care professionals in delivering high quality services.

    PubMed

    Giangrande, A

    1998-11-01

    According to a recent definition, quality of care consists of the degree to which health services increase the likelihood of desired health outcomes and are consistent with current professional knowledge; a definition that introduces both requirements of outcomes and the appropriateness of the process used. Clearly many different figures are interested in quality assessment initiatives in the health care field and these include patients, administrators and doctors each having different perspective. Doctors obviously pay greater attention to technical quality and results, giving greater emphasis to the health of the individual patient, tending to give priority to technical excellence and interaction between patient and doctor. Although the perspective of health care professionals is widely acknowledged to be important and useful, other perspectives on quality have been emphasised in recent years. The most important of these is the recognition that care must be responsive to the preferences and values of the consumers of health care services. In complete harmony with one's own professional commitment, the attention to the perspectives of patients must give physician the chance to identify methods of measuring and verifying quality which take account of the expectations of the many groups with an interest in improving the functioning of the health system. A global approach in the health field is needed the more specialization advances. The quality of medicine lies in its capacity to integrate what science says is appropriate and to be recommended, what can be reconciled with human rights and the self determination of the patient and what can be achieved by optimising available resources. In this complex context, the doctor could take on both the role of the person who decides on the use of resources and the one of social mediator. PMID:9894749

  8. 77 FR 44158 - Fees for Services Performed in Connection With Licensing and Related Services-2012 Update

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-07-27

    ... Surface Transportation Board 49 CFR Part 1002 Fees for Services Performed in Connection With Licensing and Related Services--2012 Update AGENCY: Surface Transportation Board, DOT. ACTION: Final rules. SUMMARY: The....... 250 (61) (i) An appeal of a Surface 250 Transportation Board decision on the merits or petition...

  9. Articulated, Performance-Based Instruction Objective Guide for Food Service/Food Service Management.

    ERIC Educational Resources Information Center

    Henderson, William Edward, Jr.

    Developed during a project designed to provide continuous, performance-based vocational training at the secondary and postsecondary levels, this instructional guide is intended to help teachers implement a laterally and vertically articulated secondary level food service and food service management program. Introductory materials include…

  10. AQIP and Accreditation: Improving Quality and Performance

    ERIC Educational Resources Information Center

    Spangehl, Stephen D.

    2012-01-01

    For the past 12 years, the Academic Quality Improvement Program (AQIP) has offered an innovative means for colleges and universities to maintain regional accreditation with the Higher Learning Commission (HLC), the only regional U.S. accrediting commission currently providing alternative pathways for maintaining accreditation. Although all HLC…

  11. Service Quality Assessment for NASA's Deep Space Network: No Longer a Luxury

    NASA Technical Reports Server (NTRS)

    Barkley, Erik; Wolgast, Paul; Zendejas, Silvino

    2010-01-01

    When NASA's Deep Space Network (DSN) was established almost a half century ago, the concept of computer-based service delivery was impractical or infeasible due to the state of information technology As a result, the interface the DSN exposes to its customers tends to be equipment-centric, lacking a clear demarcation between the DSN and the mission operation systems (MOS) of its customers. As the number of customers has continued to increase, the need to improve efficiency and minimize costs has grown. This growth has been the impetus for a DSN transformation from an equipment-forrent provider to a provider of standard services. Service orientation naturally leads to requirements for service management, including proactive measurement of service quality and service levels as well as the efficiency of internal processes and the performance of service provisioning systems. DSN System Engineering has surveyed industry offerings to determine if commercial successes in decision support and Business Intelligence (BI) solutions can be applied to the DSN. A pilot project was initiated, and subsequently executed to determine the feasibility of repurposing a commercial Business Intelligence platform for engineering analysis in conjunction with the platform's intended business reporting and analysis functions.

  12. Image processing system performance prediction and product quality evaluation

    NASA Technical Reports Server (NTRS)

    Stein, E. K.; Hammill, H. B. (Principal Investigator)

    1976-01-01

    The author has identified the following significant results. A new technique for image processing system performance prediction and product quality evaluation was developed. It was entirely objective, quantitative, and general, and should prove useful in system design and quality control. The technique and its application to determination of quality control procedures for the Earth Resources Technology Satellite NASA Data Processing Facility are described.

  13. Experience from the 1st Year running a Massive High Quality Videoconferencing Service for the LHC

    NASA Astrophysics Data System (ADS)

    Fernandes, Joao; Baron, Thomas; Bompastor, Bruno

    2014-06-01

    In the last few years, we have witnessed an explosion of visual collaboration initiatives in the industry. Several advances in video services and also in their underlying infrastructure are currently improving the way people collaborate globally. These advances are creating new usage paradigms: any device in any network can be used to collaborate, in most cases with an overall high quality. To keep apace with this technology progression, the CERN IT Department launched a service based on the Vidyo product. This new service architecture introduces Adaptive Video Layering, which dynamically optimizes the video for each endpoint by leveraging the H.264 Scalable Video Coding (SVC)-based compression technology. It combines intelligent AV routing techniques with the flexibility of H.264 SVC video compression, in order to achieve resilient video collaboration over the Internet, 3G and WiFi. We present an overview of the results that have been achieved after this major change. In particular, the first year of operation of the CERN Vidyo service will be described in terms of performance and scale: The service became part of the daily activity of the LHC collaborations, reaching a monthly usage of more than 3200 meetings with a peak of 750 simultaneous connections. We also present some key features such as the integration with CERN Indico. LHC users can now join a Vidyo meeting either from their personal computer or a CERN videoconference room simply from an Indico event page, with the ease of a single click. The roadmap for future improvements, service extensions and core infrastructure tendencies such as cloud based services and virtualization of system components will also be discussed. Vidyo's strengths allowed us to build a universal service (it is accessible from PCs, but also videoconference rooms, traditional phones, tablets and smartphones), developed with 3 key ideas in mind: ease of use, full integration and high quality.

  14. Cross-Cultural Perspectives of Service Quality and Risk in Air Transportation

    NASA Technical Reports Server (NTRS)

    Cunningham, Lawrence F.; Young, Clifford E.; Lee, Moonkyu

    2002-01-01

    This study compares US and Korean customers in terms of their perceptions of airline service quality based on SERVPERF and industry-based measures, as well as their perceptions of risks involved in the airline choice. SERVPERF is a set of multi-dimensional measures of customer evaluations of service quality. The results indicate that: (1) US passengers are generally more satisfied with their airline service than Korean customers on most of the SERVPERF dimensions; (2) Koreans are generally more satisfied with the bumping procedures whereas US participants feel more satisfied with the airline's baggage handling, operations/safety, and connections; and (3) US participants perceive higher levels of performance and financial risks whereas Koreans feel greater social risk in choosing an airline. This study also examines the SERVPERF, industry-based measure, and perceived risk in predicting customer satisfaction with, and intention to repatronize the airline. The results suggest that US customers consider service reliability, in-flight comfort, and connections as the key factors determining satisfaction with airline service whereas Korean passengers generally regard reliability, assurance, and risk factors as predictors of satisfaction. The determining factors of customer intention to repatronize the airline are reliability and empathy for US, and reliability and overall risk for Korean customers. The study demonstrates the applicability of SERVPERF as a cross-cultural tool and indicates the importance of perceived risk in cross-cultural studies.

  15. Measuring the Quality of Provided Services for Patients With Chronic Kidney Disease

    PubMed Central

    Bahadori, Mohammadkarim; Raadabadi, Mehdi; Heidari Jamebozorgi, Majid; Salesi, Mahmood; Ravangard, Ramin

    2014-01-01

    Background: The healthcare organizations need to develop and implement quality improvement plans for their survival and success. Measuring quality in the healthcare competitive environment is an undeniable necessity for these organizations and will lead to improved patient satisfaction. Objectives: This study aimed to measure the quality of provided services for patients with chronic kidney disease in Kerman in 2014. Patients and Methods: This cross-sectional, descriptive-analytic study was performed from 23 January 2014 to 14 February 2014 in four hemodialysis centers in Kerman. All of the patients on chronic hemodialysis (n = 195) who were referred to these four centers were selected and studied using census method. The required data were collected using the SERVQUAL questionnaire, consisting of two parts: questions related to the patients' demographic characteristics, and 28 items to measure the patients' expectations and perceptions of the five dimensions of service quality, including tangibility, reliability, responsiveness, assurance, and empathy. The collected data were analyzed using SPSS 21.0 through some statistical tests, including independent-samples t test, one-way ANOVA, and paired-samples t test. Results: The results showed that the means of patients' expectations were more than their perceptions of the quality of provided services in all dimensions, which indicated that there were gaps in all dimensions. The highest and lowest means of negative gaps were related to empathy (-0.52 ± 0.48) and tangibility (-0.29 ± 0.51). In addition, among the studied patients' demographic characteristics and the five dimensions of service quality, only the difference between the patients' income levels and the gap in assurance were statistically significant (P < 0.001). Conclusions: Overall, the results of the present study showed that the expectations of patients on hemodialysis were more than their perceptions of provided services. The healthcare providers and

  16. 39 CFR 3055.1 - Annual reporting of service performance achievements.

    Code of Federal Regulations, 2012 CFR

    2012-07-01

    ... 39 Postal Service 1 2012-07-01 2012-07-01 false Annual reporting of service performance achievements. 3055.1 Section 3055.1 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING Annual Reporting of Service Performance Achievements § 3055.1 Annual reporting of service performance...

  17. [Evaluation of the quality of performance of general practitioners. What is the problem with primary care quality indicators in Hungary?].

    PubMed

    Kolozsvári, László Róbert; Rurik, Imre

    2016-02-28

    The Hungarian primary care quality indicator system has been introduced in 2009, and has been continuously developed since then. The system offers extra financing for family physicians who are achieving the expected levels of indicators. There are currently 16 indicators for adult and mixed practices and 8 indicators are used in paediatric care. Authors analysed the influencing factors of the indicators other than those related to the performance of family physicians. Expectations and compliance of patients, quality of outpatient (ambulatory) care services, insufficient flow of information, inadequate primary care softwares which need to be updated could be considered as the most important factors. The level of financial motivations should also be significantly increased besides changes in the reporting system. It is recommended, that decision makers in health policy and financing have to declare clearly their expectations, and professional bodies should find the proper solution. These indicators could contribute properly to the improvement of the quality of primary care services in Hungary. PMID:26895800

  18. Information dispersal to improve quality of service on the Internet

    NASA Astrophysics Data System (ADS)

    Albanese, Andres; Siemsgluess, Stephan; Wolfinger, Bernd E.

    1998-12-01

    Applications rely on network transmission services like dedicated ISDN or ATM to provide QoS guarantees for audio and video multimedia data in reasonable quality. This paper describes information dispersal as an alternative method to introduce robustness in error-sensitive and time-constrained when they use best-effort networks like the global Internet. We developed an experimental IP telephony application where the source audio stream is split and passed simultaneously to multiple, different Internet Service Providers. Before sending, the stream is protected with redundant data against eventual losses by an erasure-resilient FEC scheme utilizing a maximum distance separable code. This method assumes that routing paths are mutually independent. Extensive measurements were taken for voice transmission between two computers located on different continents and connected over the public Internet by using four different ISPs. The results show the increased robustness of the generated stream against uncorrelated burst delays and loses. It takes advantage of sharing the original and redundant data among all available connections.

  19. 76 FR 57947 - Senior Executive Service Performance Review Board Membership

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-09-19

    ...; ] COUNCIL OF THE INSPECTORS GENERAL ON INTEGRITY AND EFFICIENCY Senior Executive Service Performance Review Board Membership AGENCY: Council of the Inspectors General on Integrity and Efficiency. ACTION: Notice... Inspectors General on Integrity and Efficiency (CIGIE) Performance Review Board as of October 1, 2011....

  20. 77 FR 51523 - Senior Executive Service Performance Review Board Membership

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-08-24

    ... GENERAL ON INTEGRITY AND EFFICIENCY Senior Executive Service Performance Review Board Membership AGENCY: Council of the Inspectors General on Integrity and Efficiency. ACTION: Notice. SUMMARY: This notice sets... Integrity and Efficiency (CIGIE) Performance Review Board as of October 1, 2012. DATES: Effective...

  1. 76 FR 81998 - Senior Executive Service Performance Review Board Membership

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-12-29

    ... HEALTH REVIEW COMMISSION Senior Executive Service Performance Review Board Membership AGENCY: Occupational Safety and Health Review Commission. ACTION: Annual notice. SUMMARY: Notice is given under 5 U.S.C. 4314(c)(4) of the appointment of members to the Performance Review Board (PRB) of the...

  2. 76 FR 61726 - Senior Executive Service Performance Review; Correction

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-10-05

    ... September 26, 2011, in FR Doc. 2011- 24577, beginning on page 59417, please add the following three names to... SECURITY Office of the Secretary Senior Executive Service Performance Review; Correction AGENCY: Office of... of the Senior Executive Performance Review Boards. This correction adds the names of...

  3. 76 FR 64421 - Senior Executive Service: Performance Review Board Members

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-10-18

    ... From the Federal Register Online via the Government Publishing Office SMALL BUSINESS ADMINISTRATION Senior Executive Service: Performance Review Board Members AGENCY: U.S. Small Business Administration. ACTION: Notice of Members for the FY 2011 Performance Review Board. SUMMARY: Title 5 U.S.C....

  4. 76 FR 39926 - Senior Executive Service Performance Review Board Membership

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-07-07

    ... HEALTH REVIEW COMMISSION Senior Executive Service Performance Review Board Membership AGENCY: Occupational Safety and Health Review Commission. ACTION: Annual notice. SUMMARY: Notice is given under 5 U.S.C. 4314(c)(4) of the appointment of members to the Performance Review Board (PRB) of the...

  5. 76 FR 80902 - Senior Executive Service; Performance Review Board; Members

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-12-27

    ...Section 4314(c) of Title 5, U.S.C. (as amended by the Civil Service Reform Act of 1978) requires each agency to establish, in accordance with regulations prescribed by the Office of Personnel Management, one or more Performance Review Boards (PRB) to review, evaluate and make a final recommendation on performance appraisals assigned to individual members of the agency's Senior Executive......

  6. 75 FR 56999 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-09-17

    ... Safety Board (DNFSB) Senior Executive Service (SES) Performance Review Board (PRB). DATES: Effective Date... small, independent Federal agency; therefore, the members of the DNFSB SES Performance Review Board listed in this notice are drawn from the SES ranks of other agencies. The following persons comprise...

  7. 78 FR 44563 - Senior Executive Service (SES) Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-07-24

    ... From the Federal Register Online via the Government Publishing Office FEDERAL LABOR RELATIONS AUTHORITY Senior Executive Service (SES) Performance Review Board AGENCY: Federal Labor Relations Authority... selected to serve on its SES Performance Review Board (PRB). This notice supersedes all previous notices...

  8. 76 FR 57980 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-09-19

    ... Safety Board (DNFSB) Senior Executive Service (SES) Performance Review Board (PRB). DATES: Effective Date... Federal agency; therefore, the members of the DNFSB SES Performance Review Board listed in this notice are drawn from the SES ranks of other agencies. The following persons comprise a standing roster to serve...

  9. 78 FR 55244 - Senior Executive Service Performance Review Board; Membership

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-09-10

    ... Facilities Safety Board (DNFSB) Senior Executive Service (SES) Performance Review Board (PRB). DATES..., independent Federal agency; therefore, the members of the DNFSB SES Performance Review Board listed in this notice are drawn from the SES ranks of other agencies. The following persons comprise a standing...

  10. The interaction between sleep quality and academic performance.

    PubMed

    Ahrberg, K; Dresler, M; Niedermaier, S; Steiger, A; Genzel, L

    2012-12-01

    Sleep quality has significant effects on cognitive performance and is influenced by multiple factors such as stress. Contrary to the ideal, medical students and residents suffer from sleep deprivation and stress at times when they should achieve the greatest amount of learning. In order to examine the relationship between sleep quality and academic performance, 144 medical students undertaking the pre-clinical board exam answered a survey regarding their subjective sleep quality (Pittsburgh sleep quality index, PSQI), grades and subjective stress for three different time points: semester, pre- and post-exam. Academic performance correlated with stress and sleep quality pre-exam (r = 0.276, p < 0.001 and r = 0.158, p < 0.03, note that low performance meant low sleep quality and high stress), however not with the stress or sleep quality during the semester and post-exam. 59% of all participants exhibited clinically relevant sleep disturbances (PSQI > 5) during exam preparation compared to 29% during the semester and 8% post-exam. This study shows that in medical students it is not the generally poor sleepers, who perform worse in the medical board exams. Instead students who will perform worse on their exams seem to be more stressed and suffer from poor sleep quality. However, poor sleep quality may negatively impact test performance as well, creating a vicious circle. Furthermore, the rate of sleep disturbances in medical students should be cause for intervention. PMID:23040161

  11. Performance retention of the RB211 powerplant in service

    NASA Technical Reports Server (NTRS)

    Astridge, B. L.; Pinder, J. T.

    1981-01-01

    An understanding of the mechanisms of deterioration is essential in order that features to counteract performance degradation can be built into the basic design of an engine and nacelle. Furthermore, the interpretation must be continued in service for effective feedback to provide modifications which may be necessary in maintaining a satisfactory performance retention program. The in service assessment must be accurate as to magnitude and causes and this requires consideration of: (1) the powerplant as a complete entity, i.e., the engine components and nacelle including the thrust reverser; (2) measurement of performance in flight rather than by sole reliance on the scaling of test cell data to flight conditions (although some correlation should be possible); and (3) the relationship of engine parts condition to overhaul performance and in flight deterioration level of that engine. These aspects are addressed by consideration of the RB211 engine in service in both the Lockheed L1011 Tristar and Boeing 747 aircraft.

  12. Citizen Perceptions of Government Service Quality: Evidence from Public Schools. Program on Education Policy and Governance Working Papers Series. PEPG 10-16

    ERIC Educational Resources Information Center

    Chingos, Matthew M.; Henderson, Michael; West, Martin R.

    2010-01-01

    Conventional models of democratic accountability hinge on citizens' ability to evaluate government performance accurately, yet there is little evidence on the degree to which citizen perceptions of the quality of government services correspond to actual service quality. Using nationally representative survey data, we find that citizens'…

  13. Investigation of Malaysian Higher Education Quality Culture and Workforce Performance

    ERIC Educational Resources Information Center

    Ali, Hairuddin Mohd; Musah, Mohammed Borhandden

    2012-01-01

    Purpose: The purpose of this study is to examine the relationship between the quality culture and workforce performance in the Malaysian higher education sector. The study also aims to test and validate the psychometric properties of the quality culture and workforce performance instruments used in the study. Design/methodology/approach: A total…

  14. Image quality measures and their performance

    NASA Technical Reports Server (NTRS)

    Eskicioglu, Ahmet M.; Fisher, Paul S.; Chen, Si-Yuan

    1994-01-01

    A number of quality measures are evaluated for gray scale image compression. They are all bivariate exploiting the differences between corresponding pixels in the original and degraded images. It is shown that although some numerical measures correlate well with the observers' response for a given compression technique, they are not reliable for an evaluation across different techniques. The two graphical measures (histograms and Hosaka plots), however, can be used to appropriately specify not only the amount, but also the type of degradation in reconstructed images.

  15. Evaluation in the Health Resources and Services Administration. Improving program performance.

    PubMed

    Crane, A B; Ginsburg, S

    1996-09-01

    The mission of the Health Resources and Services Administration (HRSA) in the U.S. Department of Health and Human Services is to improve the health of the nation by assuring quality health care to underserved and vulnerable populations and by promoting a primary care and public health workforce. This article provides an overview of HRSA's prior work in performance measurement and highlights a current initiative designed to help the agency improve its performance measurement efforts in the context of the Government Performance and Results Act. This initiative began with an agencywide assessment of capacity to measure performance at program, bureau, and agency levels. Based on the findings, HRSA is moving forward both with technical assistance to individual bureaus in developing performance indicators and data sources and with activities to coordinate performance measurement for the agency as a whole. PMID:10186919

  16. 21 CFR 212.20 - What activities must I perform to ensure drug quality?

    Code of Federal Regulations, 2010 CFR

    2010-04-01

    ... 21 Food and Drugs 4 2010-04-01 2010-04-01 false What activities must I perform to ensure drug quality? 212.20 Section 212.20 Food and Drugs FOOD AND DRUG ADMINISTRATION, DEPARTMENT OF HEALTH AND HUMAN SERVICES (CONTINUED) DRUGS: GENERAL CURRENT GOOD MANUFACTURING PRACTICE FOR POSITRON EMISSION...

  17. 42 CFR 425.502 - Calculating the ACO quality performance score.

    Code of Federal Regulations, 2013 CFR

    2013-10-01

    ...) Patient/care giver experience. (ii) Care coordination/Patient safety. (iii) Preventative health. (iv) At... 42 Public Health 3 2013-10-01 2013-10-01 false Calculating the ACO quality performance score. 425... HUMAN SERVICES (CONTINUED) MEDICARE PROGRAM (CONTINUED) MEDICARE SHARED SAVINGS PROGRAM...

  18. Traveling abroad for medical care: U.S. medical tourists' expectations and perceptions of service quality.

    PubMed

    Guiry, Michael; Vequist, David G

    2011-01-01

    The SERVQUAL scale has been widely used to measure service quality in the health care industry. This research is the first study that used SERVQUAL to assess U.S. medical tourists' expectations and perceptions of the service quality of health care facilities located outside the United States. Based on a sample of U.S. consumers, who had traveled abroad for medical care, the results indicated that there were significant differences between U.S. medical tourists' perceived level of service provided and their expectations of the service that should be provided for four of the five dimensions of service quality. Reliability had the largest service quality gap followed by assurance, tangibles, and empathy. Responsiveness was the only dimension without a significantly different gap score. The study establishes a foundation for future research on service quality in the rapidly growing medical tourism industry. PMID:21815742

  19. Quality of Care in Contraceptive Services Provided to Young People in Two Ugandan Districts: A Simulated Client Study

    PubMed Central

    Nalwadda, Gorrette; Tumwesigye, Nazarius M.; Faxelid, Elisabeth; Byamugisha, Josaphat; Mirembe, Florence

    2011-01-01

    Background Low and inconsistent use of contraceptives by young people contributes to unintended pregnancies. This study assessed quality of contraceptive services for young people aged 15–24 in two rural districts in Uganda. Methods Five female and two male simulated clients (SCs) interacted with 128 providers at public, private not-for-profit (PNFP), and private for profit (PFP) health facilities. After consultations, SCs were interviewed using a structured questionnaire. Six aspects of quality of care (client's needs, choice of contraceptive methods, information given to users, client-provider interpersonal relations, constellation of services, and continuity mechanisms) were assessed. Descriptive statistics and factor analysis were performed. Results Means and categorized quality scores for all aspects of quality were low in both public and private facilities. The lowest quality scores were observed in PFP, and medium scores in PNFP facilities. The choice of contraceptive methods and interpersonal relations quality scores were slightly higher in public facilities. Needs assessment scores were highest in PNFP facilities. All facilities were classified as having low scores for appropriate constellation of services. Information given to users was suboptimal and providers promoted specific contraceptive methods. Minority of providers offered preferred method of choice and showed respect for privacy. Conclusions The quality of contraceptive services provided to young people was low. Concurrent quality improvements and strengthening of health systems are needed. PMID:22132168

  20. An Examination of Possible Relationships between Service Quality and Brand Equity in Online Higher Education

    ERIC Educational Resources Information Center

    Jarrell, Charles M.

    2012-01-01

    Researchers and marketers lack information about possible relationships between service quality and online brand equity in intangible and often undifferentiated service businesses. The services sector of the economy is large with 72% of the economic output and 80% of the workers in the United States in 2007. Within the services sector, Internet…

  1. Evaluation of mammography equipment performance, dose and image quality in five Latin American countries

    NASA Astrophysics Data System (ADS)

    Brandan, M.-E.; Ruiz-Trejo, C.; Caspani, C. E. M.; Fleitas, I.; de-la-Mora, R.; Miranda, A. A.; Plazas, M.-C.; Betancourt, C.-M.; Borras, C.

    2001-10-01

    Under the auspices of PAHO/WHO, a multicentric investigation is carried out in five Latin American countries. Its aim is to correlate quality indicators of radiology services with the accuracy of the radiological interpretation as determined by a panel of radiology experts. We present preliminary results from mammographic imaging facilities. Evaluation of the equipment performance and dose measurements in 21 mammographic units show that, on the average, 75% of the units comply with recommendations issued by various organizations. An independent evaluation of the quality of the clinical images show strong variations among the different radiological services.

  2. The European Society of Gastrointestinal Endoscopy Quality Improvement Initiative: developing performance measures

    PubMed Central

    Senore, Carlo; Bisschops, Raf; Domagk, Dirk; Valori, Roland; Kaminski, Michal F.; Spada, Cristiano; Bretthauer, Michael; Bennett, Cathy; Bellisario, Cristina; Minozzi, Silvia; Hassan, Cesare; Rees, Colin; Dinis-Ribeiro, Mário; Hucl, Tomas; Ponchon, Thierry; Aabakken, Lars; Fockens, Paul

    2015-01-01

    The European Society of Gastrointestinal Endoscopy (ESGE) and United European Gastroenterology (UEG) have a vision to create a thriving community of endoscopy services across Europe, collaborating with each other to provide high quality, safe, accurate, patient-centered and accessible endoscopic care. Whilst the boundaries of what can be achieved by advanced endoscopy are continually expanding, we believe that one of the most fundamental steps to achieving our goal is to raise the quality of everyday endoscopy. The development of robust, consensus- and evidence-based key performance measures is the first step in this vision. ESGE and UEG have identified quality of endoscopy as a major priority. This paper explains the rationale behind the ESGE Quality Improvement Initiative and describes the processes that were followed. We recommend that all units develop mechanisms for audit and feedback of endoscopist and service performance using the ESGE performance measures that will be published in future issues of this journal over the next year. We urge all endoscopists and endoscopy services to prioritize quality and to ensure that these performance measures are implemented and monitored at a local level, so that we can provide the highest possible care for our patients. PMID:26966520

  3. The European Society of Gastrointestinal Endoscopy Quality Improvement Initiative: developing performance measures.

    PubMed

    Rutter, Matthew D; Senore, Carlo; Bisschops, Raf; Domagk, Dirk; Valori, Roland; Kaminski, Michal F; Spada, Cristiano; Bretthauer, Michael; Bennett, Cathy; Bellisario, Cristina; Minozzi, Silvia; Hassan, Cesare; Rees, Colin; Dinis-Ribeiro, Mário; Hucl, Tomas; Ponchon, Thierry; Aabakken, Lars; Fockens, Paul

    2016-02-01

    The European Society of Gastrointestinal Endoscopy (ESGE) and United European Gastroenterology (UEG) have a vision to create a thriving community of endoscopy services across Europe, collaborating with each other to provide high quality, safe, accurate, patient-centered and accessible endoscopic care. Whilst the boundaries of what can be achieved by advanced endoscopy are continually expanding, we believe that one of the most fundamental steps to achieving our goal is to raise the quality of everyday endoscopy. The development of robust, consensus- and evidence-based key performance measures is the first step in this vision. ESGE and UEG have identified quality of endoscopy as a major priority. This paper explains the rationale behind the ESGE Quality Improvement Initiative and describes the processes that were followed. We recommend that all units develop mechanisms for audit and feedback of endoscopist and service performance using the ESGE performance measures that will be published in future issues of this journal over the next year. We urge all endoscopists and endoscopy services to prioritize quality and to ensure that these performance measures are implemented and monitored at a local level, so that we can provide the highest possible care for our patients. PMID:26966520

  4. The European Society of Gastrointestinal Endoscopy Quality Improvement Initiative: developing performance measures.

    PubMed

    Rutter, Matthew D; Senore, Carlo; Bisschops, Raf; Domagk, Dirk; Valori, Roland; Kaminski, Michal F; Spada, Cristiano; Bretthauer, Michael; Bennett, Cathy; Bellisario, Cristina; Minozzi, Silvia; Hassan, Cesare; Rees, Colin; Dinis-Ribeiro, Mário; Hucl, Tomas; Ponchon, Thierry; Aabakken, Lars; Fockens, Paul

    2016-01-01

    The European Society of Gastrointestinal Endoscopy (ESGE) and United European Gastroenterology (UEG) have a vision to create a thriving community of endoscopy services across Europe, collaborating with each other to provide high quality, safe, accurate, patient-centered and accessible endoscopic care. Whilst the boundaries of what can be achieved by advanced endoscopy are continually expanding, we believe that one of the most fundamental steps to achieving our goal is to raise the quality of everyday endoscopy. The development of robust, consensus- and evidence-based key performance measures is the first step in this vision.ESGE and UEG have identified quality of endoscopy as a major priority. This paper explains the rationale behind the ESGE Quality Improvement Initiative and describes the processes that were followed. We recommend that all units develop mechanisms for audit and feedback of endoscopist and service performance using the ESGE performance measures that will be published in future issues of this journal over the next year. We urge all endoscopists and endoscopy services to prioritize quality and to ensure that these performance measures are implemented and monitored at a local level, so that we can provide the highest possible care for our patients. PMID:26662057

  5. PERFORMING QUALITY FLOW MEASUREMENTS AT MINE SITES

    EPA Science Inventory

    Accurate flow measurement data is vital to research, monitoring, and remediation efforts at mining sites. This guidebook has been prepared to provide a summary of information relating to the performance of low measurements, and how this information can be applied at mining sites....

  6. Neurophysiological predictors of quality of performance

    NASA Technical Reports Server (NTRS)

    Gevins, Alan S.

    1988-01-01

    New signal processing technologies have been developed to measure spatiotemporal neurocognitive processes of the human brain. In one experiment, application of these technologies produced measurements of distributed preparatory sets which predicted the accuracy of subsequent performance. In another experiment, neuroelectric changes were found in Air Force test pilots during the incipient stages of fatigue before behavior had severely degraded.

  7. Improving consistency and quality of service delivery: implications for the addiction treatment field.

    PubMed

    Knott, Anne Marie; Corredoira, Rafael; Kimberly, John

    2008-09-01

    Addiction treatment providers face serious problems in delivering consistent, high-quality services over time. Among those providers with multiple treatment sites, there is also intersite variability. This is a serious problem in the addiction field, likely to be made worse as new technologies are introduced and/or as there is industry consolidation (Corredoira, R., Kimberly, J. (2006) Industry evolution through consolidation: Implications for addiction treatment. Journal of Substance Abuse Treatment 31, 255-265.). Although serious, these problems in managing and monitoring to assure consistent service quality have been faced by many other industries. Here, we review evidence from research in other industries regarding three different forms of management (vertical integration, franchising, and licensing) across a chain of individual service providers. We show how each management form affects the level, consistency, and improvement of service delivery over time. In addition, we discuss how such performance advantages affect customer demand as well as regulatory endorsement of the consolidated firm and its approach. PMID:18082996

  8. Experiences of drug use and ageing: health, quality of life, relationship and service implications

    PubMed Central

    Roe, Brenda; Beynon, Caryl; Pickering, Lucy; Duffy, Paul

    2010-01-01

    roe b., beynon c., pickering l. & duffy p. (2010)Experiences of drug use and ageing: health, quality of life, relationship and service implications. Journal of Advanced Nursing66(9), 1968–1979. Aim This paper is a report of an exploration of older people’s experiences of substance use in the context of ageing, and its impact on health, quality of life, relationships and service use. Background Use of illicit drugs by older people is a neglected policy, research and service provision and is generally perceived as a lifestyle of younger populations. Method A convenience sample of 11 people aged 49–61 years (mean 57 years) in contact with voluntary sector drug treatment services participated in qualitative semi-structured tape-recorded interviews and thematic content analysis was performed. The data were collected in 2008. Findings Drug use can have negative impacts on health status, quality of life, family relationships and social networks that accrue with age. Participants were identified as early or later onset users of drugs due to the impact of life events and relationships. A range of substances had been used currently and throughout their lives, with no single gateway drug identified as a prelude to personal drug careers. Life review and reflection were common, in keeping with ageing populations, along with regret of ever having started to use drugs. Living alone and their accommodation made them more susceptible to social isolation, and they reported experiences of death and dying of their contemporaries and family members earlier than usual in the life course. Conclusion Older people who continue to use drugs and require the support of services for treatment and care are an important emerging population and their specific needs should recognized. PMID:20626477

  9. Support of NASA quality requirements by defense contract administration services regions

    NASA Technical Reports Server (NTRS)

    Farrar, Hiram D.

    1966-01-01

    Defense Contract Administration Services Regions (DCASR) quality assurance personnel performing under NASA Letters of Delegation must work closely with the assigned technical representative of the NASA centers. It is realized that technical personnel from the NASA Centers cannot make on-site visits as frequently as they would like to. However, DCASR quality assurance personnel would know the assigned NASA technical representative and should contact him when problems arise. The technical representative is the expert on the hardware and should be consulted on any problem area. It is important that the DCASR quality assurance personnel recommend to the delegating NASA Center any new or improved methods of which they may be aware which would assist in achieving the desired quality and reliability in NASA hardware. NASA expects assignment of competent personnel in the Quality Assurance functional area and is not only buying the individual's technical skill, but also his experience. Suggestions by field personnel can many times up-grade the quality or the hardware.

  10. Managing the HRD Function and Service Quality: A Call for a New Approach.

    ERIC Educational Resources Information Center

    Mafi, Shirine L.

    2000-01-01

    Adapts the gap model (comparison of service recipients' attitudes before and after service delivery) into a human resource development (HRD) service management model. Delineates linkages among organizational mission, internal customers' mission, performance needs, and HRD mission. (SK)

  11. Quality Management and Key Performance Indicators in Oncologic Esophageal Surgery.

    PubMed

    Gockel, Ines; Ahlbrand, Constantin Johannes; Arras, Michael; Schreiber, Elke Maria; Lang, Hauke

    2015-12-01

    Ranking systems and comparisons of quality and performance indicators will be of increasing relevance for complex "high-risk" procedures such as esophageal cancer surgery. The identification of evidence-based standards relevant for key performance indicators in esophageal surgery is essential for establishing monitoring systems and furthermore a requirement to enhance treatment quality. In the course of this review, we analyze the key performance indicators case volume, radicality of resection, and postoperative morbidity and mortality, leading to continuous quality improvement. Ranking systems established on this basis will gain increased relevance in highly complex procedures within the national and international comparison and furthermore improve the treatment of patients with esophageal carcinoma. PMID:26177703

  12. 75 FR 76006 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-12-07

    ... INVESTMENT BOARD Senior Executive Service Performance Review Board AGENCY: Federal Retirement Thrift Investment Board. ACTION: Notice. SUMMARY: This notice announces the appointment of the members of the Senior... appraisals, ratings, and bonuses, and other appropriate personnel actions for members of the Senior...

  13. 77 FR 70779 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-11-27

    ... INVESTMENT BOARD Senior Executive Service Performance Review Board AGENCY: Federal Retirement Thrift Investment Board. ACTION: Notice. SUMMARY: This notice announces the appointment of the members of the Senior... appraisals, ratings, and bonuses, and other appropriate personnel actions for members of the Senior...

  14. 76 FR 76122 - Senior Executive Service Performance Review Board

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-12-06

    ..., 2011 (76 FR 30646). This notice is published in the Federal Register pursuant to the requirement of 5 U... From the Federal Register Online via the Government Publishing Office CHEMICAL SAFETY AND HAZARD INVESTIGATION BOARD Senior Executive Service Performance Review Board AGENCY: Chemical Safety and...

  15. 75 FR 62501 - Senior Executive Service Performance Review Board: Update

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-10-12

    ... DEVELOPMENT Senior Executive Service Performance Review Board: Update AGENCY: U.S. Agency For International Development, Office Of Inspector General. ACTION: Notice. SUMMARY: This notice is hereby given of the appointment of members of the updated U.S. Agency for International Development, Office of Inspector...

  16. Quality Assurance Strategy for Existing Homes. Final Quality Management Primer for High Performing Homes

    SciTech Connect

    Del Bianco, M.; Taggart, J.; Sikora, J.; Wood, A.

    2012-12-01

    This guide is designed to help Building America (BA) teams understand quality management and its role in transitioning from conventional to high performance home building and remodeling. It explains what quality means, the value of quality management systems, the unique need for QMS when building high performing homes, and the first steps to a implementing a comprehensive QMS. This document provides a framework and context for BA teams when they encounter builders and remodelers.

  17. Quality Assurance Strategy for Existing Homes: Final Quality Management Primer for High Performing Homes

    SciTech Connect

    Del Bianco, M.; Taggart, J.; Sikora, J.; Wood, A.

    2012-12-01

    This guide is designed to help Building America (BA) Teams understand quality management and its role in transitioning from conventional to high performance home building and remodeling. It explains what quality means, the value of quality management systems, the unique need for QMS when building high performing homes, and the first steps to a implementing a comprehensive QMS. This document provides a framework and context for BA teams when they encounter builders and remodelers.

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

    ERIC Educational Resources Information Center

    Burlington County Coll., Pemberton, NJ.

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

  19. Quality of care in psychosis and bipolar disorder from the service user perspective.

    PubMed

    Skelly, Niamh; Schnittger, Rebecca I; Butterly, Lisa; Frorath, Charlotte; Morgan, Craig; McLoughlin, Declan M; Fearon, Paul

    2013-12-01

    According to the recovery model of mental health care, service development should incorporate the expert knowledge of service users. To date, there has been limited research into conceptualizations of mental health care quality among services users diagnosed with bipolar disorder or psychosis. To investigate service user perspectives on quality of care, we conducted six focus groups (N = 29) with inpatients and outpatients of an independent Irish mental health service. We undertook an inductive thematic analysis of the data. Participants identified proactive staff, meaningful and warm staff-patient interactions, and safety and sociability in the inpatient environment as components of good quality mental health care. Participants also discussed how the implementation of best practice guidelines does not necessarily improve quality of care from the service user perspective. This and similar qualitative research should be used to inform service development and the creation of evaluation instruments compatible with the recovery model. PMID:24163347

  20. Quality assessment of a network-based RTK GPS service in the UK

    NASA Astrophysics Data System (ADS)

    Aponte, Jose; Meng, Xiaolin; Hill, Chris; Moore, Terry; Burbidge, Mark; Dodson, Alan

    2009-03-01

    Network-based Real Time Kinematic (NRTK) GPS positioning is considered to be a superior solution compared to the conventional single reference station based Real Time Kinematic (RTK) GPS positioning technique whose accuracy is highly affected by the distance dependent errors such as satellite orbital and atmospheric biases. NRTK GPS positioning uses raw measurements gathered from a network of Continuously Operating Reference Stations (CORS) in order to generate more reliable error models that can mitigate the distance dependent errors within the area covered by the CORS. This technique has been developed and tested considerably during recent years and the overall performance in terms of achievable accuracies, reliability and mobility is as good as or even better than can be achieved using the conventional RTK GPS positioning technique. Currently, there are several commercial NRTK services around the world. In the United Kingdom (UK), for instance, Leica Geosystems in partnership with Ordnance Survey has been offering a NRTK GPS service since 2006. This service is called SmartNet and it can provide continuous centimetric level of accuracy to its subscribers. However, NRTK GPS positioning is particularly constrained by wireless data link coverage, correction transmission delay and completeness, GPS signal availability, etc., which could downgrade the positioning quality of the NRTK results. The paper presents some preliminary testing results of an investigation of the SmartNet service from the end users' point of view. A snapshot of the service's performance was carried out as part of a recent PhD studentship jointly awarded by the UK's Engineering and Physical Sciences Research Council (EPSRC) and Leica Geosystems (UK) to conduct comprehensive research into NRTK GPS quality control measures at the Institute of Engineering Surveying and Space Geodesy (IESSG), the University of Nottingham. In order to evaluate the service's quality several static and

  1. Linking water quality and well-being for improved assessment and valuation of ecosystem services.

    PubMed

    Keeler, Bonnie L; Polasky, Stephen; Brauman, Kate A; Johnson, Kris A; Finlay, Jacques C; O'Neill, Ann; Kovacs, Kent; Dalzell, Brent

    2012-11-01

    Despite broad recognition of the value of the goods and services provided by nature, existing tools for assessing and valuing ecosystem services often fall short of the needs and expectations of decision makers. Here we address one of the most important missing components in the current ecosystem services toolbox: a comprehensive and generalizable framework for describing and valuing water quality-related services. Water quality is often misrepresented as a final ecosystem service. We argue that it is actually an important contributor to many different services, from recreation to human health. We present a valuation approach for water quality-related services that is sensitive to different actions that affect water quality, identifies aquatic endpoints where the consequences of changing water quality on human well-being are realized, and recognizes the unique groups of beneficiaries affected by those changes. We describe the multiple biophysical and economic pathways that link actions to changes in water quality-related ecosystem goods and services and provide guidance to researchers interested in valuing these changes. Finally, we present a valuation template that integrates biophysical and economic models, links actions to changes in service provision and value estimates, and considers multiple sources of water quality-related ecosystem service values without double counting. PMID:23091018

  2. Linking water quality and well-being for improved assessment and valuation of ecosystem services

    PubMed Central

    Keeler, Bonnie L.; Polasky, Stephen; Brauman, Kate A.; Johnson, Kris A.; Finlay, Jacques C.; O’Neill, Ann; Kovacs, Kent; Dalzell, Brent

    2012-01-01

    Despite broad recognition of the value of the goods and services provided by nature, existing tools for assessing and valuing ecosystem services often fall short of the needs and expectations of decision makers. Here we address one of the most important missing components in the current ecosystem services toolbox: a comprehensive and generalizable framework for describing and valuing water quality-related services. Water quality is often misrepresented as a final ecosystem service. We argue that it is actually an important contributor to many different services, from recreation to human health. We present a valuation approach for water quality-related services that is sensitive to different actions that affect water quality, identifies aquatic endpoints where the consequences of changing water quality on human well-being are realized, and recognizes the unique groups of beneficiaries affected by those changes. We describe the multiple biophysical and economic pathways that link actions to changes in water quality-related ecosystem goods and services and provide guidance to researchers interested in valuing these changes. Finally, we present a valuation template that integrates biophysical and economic models, links actions to changes in service provision and value estimates, and considers multiple sources of water quality-related ecosystem service values without double counting. PMID:23091018

  3. Strategies for establishing a comprehensive quality and performance improvement program in a radiology department.

    PubMed

    Kruskal, Jonathan B; Anderson, Stephan; Yam, Chun S; Sosna, Jacob

    2009-01-01

    To improve the safety and quality of the care that radiologists provide, and to allow radiologists and radiology personnel to remain competitive in an increasingly complex environment, it is essential that all imaging departments establish and maintain managed, comprehensive, and effective performance improvement programs. Although the structure and focus of these programs can vary, a number of common components exist, many of which are now widely mandated by organizations that regulate the field of radiology. Basic components include patient safety, process improvement, customer service, professional staff assessment, and education, each of which requires strategies for implementing continuous programs to monitor performance, analyzing and depicting data, implementing change, and meeting regulatory requirements. All of these components are part of a comprehensive quality management system in a large academic radiology department. For smaller departments or practices, the gradual introduction of one or more of these components is useful in ensuring the safety and quality of their services. PMID:19168762

  4. Quality and Performance Improvement: What’s a Program to Do?

    PubMed Central

    McCorry, Frank

    2007-01-01

    A confluence of forces is challenging traditional approaches to issues of quality in substance abuse care. The availability of effective, research-based interventions, the Federal emphasis on performance measurement and outcomes, and national initiatives to improve quality and data infrastructure are driving a transition from a static, compliance-oriented approach to a more dynamic performance improvement model. This new way of achieving and documenting quality will produce better outcomes for consumers and greater confidence in the value of substance abuse services, but first it will require new behaviors from all parties involved in the delivery of substance abuse prevention and treatment services. This article describes some of the shifts already under way and offers advice on how organizations can get ready for the coming changes. PMID:17514072

  5. 31 CFR 538.406 - Exportation of services; performance of service contracts; legal services.

    Code of Federal Regulations, 2010 CFR

    2010-07-01

    ... property interests of the Government of Sudan; or (3) In support of an industrial, commercial, public... contract negotiations, contract performance, commercial arbitration, or other business dealings with...

  6. Satellite/Terrestrial Networks: End-to-End Communication Interoperability Quality of Service Experiments

    NASA Technical Reports Server (NTRS)

    Ivancic, William D.

    1998-01-01

    Various issues associated with satellite/terrestrial end-to-end communication interoperability are presented in viewgraph form. Specific topics include: 1) Quality of service; 2) ATM performance characteristics; 3) MPEG-2 transport stream mapping to AAL-5; 4) Observation and discussion of compressed video tests over ATM; 5) Digital video over satellites status; 6) Satellite link configurations; 7) MPEG-2 over ATM with binomial errors; 8) MPEG-2 over ATM channel characteristics; 8) MPEG-2 over ATM over emulated satellites; 9) MPEG-2 transport stream with errors; and a 10) Dual decoder test.

  7. A Service Oriented Architecture for Exploring High Performance Distributed Power Models

    SciTech Connect

    Liu, Yan; Chase, Jared M.; Gorton, Ian

    2012-11-12

    Power grids are increasingly incorporating high quality, high throughput sensor devices inside power distribution networks. These devices are driving an unprecedented increase in the volume and rate of available information. The real-time requirements for handling this data are beyond the capacity of conventional power models running in central utilities. Hence, we are exploring distributed power models deployed at the regional scale. The connection of these models for a larger geographic region is supported by a distributed system architecture. This architecture is built in a service oriented style, whereby distributed power models running on high performance clusters are exposed as services. Each service is semantically annotated and therefore can be discovered through a service catalog and composed into workflows. The overall architecture has been implemented as an integrated workflow environment useful for power researchers to explore newly developed distributed power models.

  8. Wintering performance and how it affects carcass quality

    Technology Transfer Automated Retrieval System (TEKTRAN)

    Environmental variation undoubtedly can have the most significant impact on livestock performance in forage based production systems. Fluctuations in temperature and precipitation influence herbage production and quality, maintenance requirements and intake. Producers of “forage system” products h...

  9. Effect of gasoline octane quality on vehicle acceleration performance

    SciTech Connect

    Not Available

    1991-07-01

    A study was conducted under the auspices of the Coordinating Research Council, Inc. (CRC) to assess the potential effects of gasoline octane quality on vehicle acceleration performance. Twelve participating laboratories, representing both the oil and the automotive industries, tested a total of 182 vehicles as part of the 1989 CRC Octane Number Requirement Survey. The vehicles consisted of 78 with electronic knock control systems and 104 without. All testing was performed using the 1989/1990 CRC FBRU fuel series. The results showed that acceleration performance of vehicles with knock sensors was significantly affected by gasoline octane quality. Octane effects on acceleration performance were most pronounced at maximum-throttle (detent) conditions and at octane levels below the vehicles' octane requirements; however, some knock-sensor vehicles did show improved acceleration performance with fuels at octane levels above the octane number requirement. Acceleration performance in non-knock sensor vehicles was unaffected by octane quality.

  10. An Evaluation of Alert Services: Quantity versus Quality

    ERIC Educational Resources Information Center

    Zandian, Fatemeh; Riahinia, Nosrat; Azimi, Ali; Poursalehi, Nastaran

    2010-01-01

    Purpose: Online information vendors currently offer a variety of additional services; among these are alert services which present requested information on recent publications to registered users. This paper aims to investigate a variety of alert services provided by four online information vendors. Design/methodology/approach: A comparison of the…

  11. Communicating for Quality in School Age Care Services

    ERIC Educational Resources Information Center

    Cartmel, Jennifer; Grieshaber, Susan

    2014-01-01

    School Age Care (SAC) services have existed in Australia for over 100 years but they have tended to take a back seat when compared with provision for school-aged children and those under school age using early childhood education and care (ECEC) services. Many SAC services are housed in shared premises and many children attending preparatory or…

  12. Pay-for-Performance Initiatives: Modest Benefits for Improving Healthcare Quality

    PubMed Central

    Sura, Amit; Shah, Nirav R.

    2010-01-01

    Background Pay-for-performance initiatives have been suggested as a way to improve the quality of patient care and provide incentives to improve providers' performance. The Centers for Medicare & Medicaid Services has endorsed such programs to improve quality of care. Objective To examine the state of quality initiatives endorsed by the Centers for Medicare & Medicaid Services in which institutions, provider groups, and physicians are awarded incentives based on adherence to composite metrics. Method A literature search was conducted using the keywords “pay-for-performance,” “quality improvement,” “medical errors,” and “physician incentive plans.” Results Although quality of care has improved in healthcare settings that engage in pay-for-performance initiatives, what can be attributed to payer-incentive programs is uncertain. Studies demonstrate that, of the 25 hospitals classified by the Centers for Medicare & Medicaid Services to be in the lowest decile of quality improvements, all still made significant progress in adhering to quality metrics after participation in the study. Financial rewards, however, were distributed based on a predetermined threshold established by the Centers for Medicare & Medicaid Services to be given only to participants who fell in the top 2 deciles. Penalties were incurred by the 51 hospitals that were within the bottom 2 deciles despite making substantial improvements. At such institutions, large minority communities and Medicaid populations comprise the patient populations. Other pay-for-performance schemes, such as employer-based purchasing, consumer health-spending accounts, and collaborative groups, were studied, with little data to support definite benefits. Conclusions Examining rates of improvement in adherence to pay-for-performance initiatives when determining how to distribute financial rewards should be studied alongside the current classification by absolute deciles. By rewarding rates of improvement

  13. Responsive Leadership in Social Services: A Practical Approach for Optimizing Engagement and Performance.

    PubMed

    Lewis, Sarah

    2016-03-01

    Responsive Leadership in Social Services: A Practical Approach for Optimizing Engagement and Performance emphasizes the importance of effective supervision as a key component of quality leadership. The Responsive Leadership Approach considers employee needs, values, goals, and strengths to optimize worker performance. It is posited that when leaders integrate and operationalize the meaning embedded in the "employee story," they improve employee engagement and work performance as well as advance their own leadership ability. Discovery tools such as the Key Performance Motivators Scale, Preferred Leadership Profile, and Strengths Index are provided. The impact of operationalizing important values and using a strengths-based approach on organizational climate and employee morale is explored. Active listening and empathic response are discussed as practical methods to discover employee meaning. Techniques for dealing with "difficult" employees and undesirable attitudes and behaviors are described. This book is a valuable resource for developing the leadership capacities of first-time and experienced health and social services supervisors. PMID:26724310

  14. Patient satisfaction and service quality in the formation of customers' future purchase intentions in competitive health service settings.

    PubMed

    Baker, T L; Taylor, S A

    1997-01-01

    The following study provides evidence that the relationship between quality perceptions and satisfaction judgements in the formation of future purchase intentions may be very different in health service settings relative to other service settings. The study investigates Taylor and Baker's (1994) assertion that satisfaction judgements moderate the quality-->purchase intention relationship by testing the research model in both for-profit and not-for-profit hospital settings. The results of this study first support the growing view that satisfaction judgements are more closely related to outcome behaviors than quality perceptions in hospital settings. The results further support the assertion that the formation of important consumer outcomes, such as future purchase intentions, appears to be different for health services. Thus, health service managers are cautioned to empirically test models in the literature specific to their own competitive setting. The managerial and research implications of the reported study are presented and discussed. PMID:10179060

  15. A Statistical Analysis of Education Service Quality Dimensions on Business School Students' Satisfaction

    ERIC Educational Resources Information Center

    Seng, Ernest Lim Kok; Ling, Tan Pei

    2013-01-01

    This study aims to investigate student satisfaction on quality education services provided by institutions of higher learning in Malaysia. Their level of satisfaction based primarily on the data collected through five dimensions of education service quality. A random sample of 250 students studying in an institution of higher learning was selected…

  16. Users' Hierarchical Perspectives on Library Service Quality: A "LibQUAL+" Study.

    ERIC Educational Resources Information Center

    Cook, Colleen; Heath, Fred; Thompson, Bruce

    2001-01-01

    The "LibQUAL+" diagnostic tool, product of the Association of Research Libraries (ARL), shows that although a single factor dominates user thinking about library service quality, all items in the survey suffuse this factor. Several first-order factors contribute unique information to the notion of service quality. As different users place varying…

  17. Student and Faculty Perceptions of Service Quality: The Moderating Role of the Institutional Aspects

    ERIC Educational Resources Information Center

    Duževic, Ines; Ceh Casni, Anita

    2015-01-01

    The purpose of this study was to explore key attributes of service quality in the Croatian higher education system. In particular, the study aims to compare student and faculty perceptions of service quality and to identify institutional aspects that may affect the perceptions of these two customers. Principal component analysis is used to define…

  18. Specific Remedy for Specific Problem: Measuring Service Quality in South African Higher Education

    ERIC Educational Resources Information Center

    de Jager, Johan; Gbadamosi, Gbolahan

    2010-01-01

    This study commences a process of developing a scale for the measurement of service quality in higher education in South Africa and also examines the relationship between the measures of service quality on the one hand and some other related variables such as intention to leave the university, trust in management of the university and the overall…

  19. The National Quality Improvement Center on the Privatization of Child Welfare Services: A Program Description

    ERIC Educational Resources Information Center

    Collins-Camargo, Crystal; Ensign, Karl; Flaherty, Chris

    2008-01-01

    Quality improvement centers were created by the U.S. Department of Health and Human Services' Children's Bureau beginning in 2001 to promote knowledge development through an innovative approach to applied collaborative research in child welfare. The National Quality Improvement Center on the Privatization of Child Welfare Services was funded to…

  20. Effect of E-Service Quality on Customer Online Repurchase Intentions

    ERIC Educational Resources Information Center

    Liu, Tung-Hsuan

    2012-01-01

    In the early years of online retailing, having an online presence and low prices were believed to be key drivers of success. More recently, electronic service quality has become essential as an online marketing strategy. Online stores provide higher service quality to create online customer loyalty, improve customer satisfaction, and keep a…

  1. e-GovQual: A Multiple-Item Scale for Assessing e-Government Service Quality

    ERIC Educational Resources Information Center

    Papadomichelaki, Xenia; Mentzas, Gregoris

    2012-01-01

    A critical element in the evolution of governmental services through the internet is the development of sites that better serve the citizens' needs. To deliver superior service quality, we must first understand how citizens perceive and evaluate online. Citizen assessment is built on defining quality, identifying underlying dimensions, and…

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

    ERIC Educational Resources Information Center

    Binsar Kristian P., Feliks Anggia; Panjaitan, Hotman

    2014-01-01

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

  3. Impact of Perceived Website Service Quality on Customer E-Loyalty on a Lodging Website

    ERIC Educational Resources Information Center

    Jeon, Myunghee

    2009-01-01

    Customer loyalty on websites, "e-loyalty", is reflected on customer behavior, regardless of online or offline business. Specifically, it is believed that customer loyalty on a website is strongly associated with website service quality. This study rigorously reviewed previously reported research in the website service quality dimensions and…

  4. Developing collective customer knowledge and service climate: The interaction between service-oriented high-performance work systems and service leadership.

    PubMed

    Jiang, Kaifeng; Chuang, Chih-Hsun; Chiao, Yu-Ching

    2015-07-01

    This study theorized and examined the influence of the interaction between Service-Oriented high-performance work systems (HPWSs) and service leadership on collective customer knowledge and service climate. Using a sample of 569 employees and 142 managers in footwear retail stores, we found that Service-Oriented HPWSs and service leadership reduced the influences of one another on collective customer knowledge and service climate, such that the positive influence of service leadership on collective customer knowledge and service climate was stronger when Service-Oriented HPWSs were lower than when they were higher or the positive influence of Service-Oriented HPWSs on collective customer knowledge and service climate was stronger when service leadership was lower than when it was higher. We further proposed and found that collective customer knowledge and service climate were positively related to objective financial outcomes through service performance. Implications for the literature and managerial practices are discussed. PMID:25486260

  5. Managing Quality by Action Research--Improving Quality Service Delivery in Higher Education as a Marketing Strategy.

    ERIC Educational Resources Information Center

    Corbitt, Brian

    1998-01-01

    Describes two action research projects undertaken at an Australian university to improve quality of services to foreign students and improve the institution's image through word of mouth, or informal marketing. Each project, although small, facilitated changes or improvements to a targeted service. The role of management in empowering employees…

  6. Evaluation of AL-FEC performance for IP television services QoS

    NASA Astrophysics Data System (ADS)

    Mammi, E.; Russo, G.; Neri, A.

    2010-01-01

    The IP television services quality is a critical issue because of the nature of transport infrastructure. Packet loss is the main cause of service degradation in such kind of network platforms. The use of forward error correction (FEC) techniques in the application layer (AL-FEC), between the source of TV service (video server) and the user terminal, seams to be an efficient strategy to counteract packet losses alternatively or in addiction to suitable traffic management policies (only feasible in "managed networks"). A number of AL-FEC techniques have been discussed in literature and proposed for inclusion in TV over IP international standards. In this paper a performance evaluation of the AL-FEC defined in SMPTE 2022-1 standard is presented. Different typical events occurring in IP networks causing different types (in terms of statistic distribution) of IP packet losses have been studied and AL-FEC performance to counteract these kind of losses have been evaluated. The performed analysis has been carried out in view of fulfilling the TV services QoS requirements that are usually very demanding. For managed networks, this paper envisages a strategy to combine the use of AL-FEC with the set-up of a transport quality based on FEC packets prioritization. Promising results regard this kind of strategy have been obtained.

  7. Measuring the Quality of the u-Learning Service Using the Zone of Tolerance SERVQUAL

    NASA Astrophysics Data System (ADS)

    Kim, Seong Jin; Park, Keon Chul; Seo, Hyun Sik; Lee, Bong Gyou

    The purpose of this study is to analyze diverse factors that affect service quality of Digital textbook service. The ZOT(Zone of Tolerance) SERVQUAL has been applied to develop the research model. Users of the Digital textbook service were selected as subjects for the sample frame. A total of 115 surveys from over 112 schools were collected and used as data for analysis. Results of the survey by SPSS Win Ver. 12.0 showed that the perceived level of service quality in terms of reliability is particularly low, and is quite different from adequate quality. This paper suggests useful guidelines to education providers for improving their public u-Learning environment.

  8. 39 CFR 3055.30 - Periodic reporting of service performance achievements.

    Code of Federal Regulations, 2012 CFR

    2012-07-01

    ... 39 Postal Service 1 2012-07-01 2012-07-01 false Periodic reporting of service performance achievements. 3055.30 Section 3055.30 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING Periodic Reporting of Service Performance Achievements §...

  9. 39 CFR 3055.2 - Contents of the annual report of service performance achievements.

    Code of Federal Regulations, 2013 CFR

    2013-07-01

    ... 39 Postal Service 1 2013-07-01 2013-07-01 false Contents of the annual report of service performance achievements. 3055.2 Section 3055.2 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING Annual Reporting of Service Performance Achievements §...

  10. 39 CFR 3055.30 - Periodic reporting of service performance achievements.

    Code of Federal Regulations, 2011 CFR

    2011-07-01

    ... 39 Postal Service 1 2011-07-01 2011-07-01 false Periodic reporting of service performance achievements. 3055.30 Section 3055.30 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING Periodic Reporting of Service Performance Achievements §...

  11. 39 CFR 3055.1 - Annual reporting of service performance achievements.

    Code of Federal Regulations, 2013 CFR

    2013-07-01

    ... 39 Postal Service 1 2013-07-01 2013-07-01 false Annual reporting of service performance achievements. 3055.1 Section 3055.1 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING Annual Reporting of Service Performance Achievements §...

  12. 39 CFR 3055.30 - Periodic reporting of service performance achievements.

    Code of Federal Regulations, 2014 CFR

    2014-07-01

    ... 39 Postal Service 1 2014-07-01 2014-07-01 false Periodic reporting of service performance achievements. 3055.30 Section 3055.30 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING Periodic Reporting of Service Performance Achievements §...

  13. 39 CFR 3055.30 - Periodic reporting of service performance achievements.

    Code of Federal Regulations, 2013 CFR

    2013-07-01

    ... 39 Postal Service 1 2013-07-01 2013-07-01 false Periodic reporting of service performance achievements. 3055.30 Section 3055.30 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING Periodic Reporting of Service Performance Achievements §...

  14. 39 CFR 3055.2 - Contents of the annual report of service performance achievements.

    Code of Federal Regulations, 2011 CFR

    2011-07-01

    ... 39 Postal Service 1 2011-07-01 2011-07-01 false Contents of the annual report of service performance achievements. 3055.2 Section 3055.2 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING Annual Reporting of Service Performance Achievements §...

  15. 39 CFR 3055.1 - Annual reporting of service performance achievements.

    Code of Federal Regulations, 2014 CFR

    2014-07-01

    ... 39 Postal Service 1 2014-07-01 2014-07-01 false Annual reporting of service performance achievements. 3055.1 Section 3055.1 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING Annual Reporting of Service Performance Achievements §...

  16. 39 CFR 3055.1 - Annual reporting of service performance achievements.

    Code of Federal Regulations, 2011 CFR

    2011-07-01

    ... 39 Postal Service 1 2011-07-01 2011-07-01 false Annual reporting of service performance achievements. 3055.1 Section 3055.1 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING Annual Reporting of Service Performance Achievements §...

  17. 39 CFR 3055.2 - Contents of the annual report of service performance achievements.

    Code of Federal Regulations, 2012 CFR

    2012-07-01

    ... 39 Postal Service 1 2012-07-01 2012-07-01 false Contents of the annual report of service performance achievements. 3055.2 Section 3055.2 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING Annual Reporting of Service Performance Achievements § 3055.2 Contents of the annual report...

  18. 39 CFR 3055.2 - Contents of the annual report of service performance achievements.

    Code of Federal Regulations, 2014 CFR

    2014-07-01

    ... 39 Postal Service 1 2014-07-01 2014-07-01 false Contents of the annual report of service performance achievements. 3055.2 Section 3055.2 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING Annual Reporting of Service Performance Achievements §...

  19. Asbestos exposures of mechanics performing clutch service on motor vehicles.

    PubMed

    Cohen, Howard J; Van Orden, Drew R

    2008-03-01

    A study was conducted to assess historical asbestos exposures of mechanics performing clutch service on motor vehicles. For most of the 20th century, friction components used in brakes and manual transmission clutches contained approximately 25-60% chrysotile asbestos. Since the late 1960s, asbestos exposure assessment studies conducted on mechanics performing brake service have frequently reported levels below the current OSHA permissible exposure limit (PEL) of 0.1 fiber/cc (flcc). Although there is a robust asbestos exposure data set for mechanics performing brake service, there are almost no data for mechanics removing and replacing clutches in manual transmission vehicles. Personal and area airborne asbestos samples were collected during the removal of asbestos-containing clutches from 15 manual transmissions obtained from salvage facilities by an experienced mechanic. Clutch plates and debris were analyzed for asbestos using EPA and ISO published analytical methods. More than 100 personal and area air samples were collected and analyzed for asbestos fibers using NIOSH methods 7400 and 7402. A separate study involved a telephone survey of 16 automotive mechanics who began work prior to 1975. The mechanics were asked about the duration, frequency, and methods used to perform clutch service. Wear debris in the bell housing surrounding clutches had an average of 0.1% chrysotile asbestos by weight, a value consistent with similar reports of brake debris. Asbestos air sampling data collected averaged 0.047 flcc. Mechanics participating in the telephone survey indicated that clutch service was performed infrequently, the entire clutch assembly was normally replaced, and there was no need to otherwise handle the asbestos-containing clutch plates. These mechanics also confirmed that wet methods were most frequently used to clean debris from the bell housing. Combining the asbestos exposure that occurred when mechanics performed clutch service, along with the duration

  20. How and when service quality and satisfaction simultaneously influence purchase intentions?

    PubMed

    Huang, Yu-Ying; Li, Shyh-Jane; Yang, Miles M

    2011-08-01

    Th e purpose of this study is to examine how and when service quality and satisfaction simultaneously influence purchase intentions. The study tries to explore and clarify the relationship between service quality and satisfaction, and to examine whether satisfaction simultaneously moderates and mediates the relationship between perceived service quality and purchase intentions. A field survey was conducted for the outpatients of 12 regional hospitals in Taiwan. The findings show that the effects of different dimensions of service quality on purchase intentions are not equal across satisfied and unsatisfied patients. This study provides empirical evidence that show how the dual roles of the moderator and mediator manipulated together by satisfaction, work to affect purchase intentions in hospital settings. In addition, the relationships between service quality and satisfaction are also clarified. PMID:21840897

  1. Cultural orientation: an emerging dimension of quality in women's health services.

    PubMed

    Stone, C E

    2000-01-01

    There are many efforts underway to document the differences in health status and health services access of women in distinct cultural segments in the U.S. Along with the measurable aspects of health status and utilization, each cultural segment carries its unique perspective on what constitutes "quality" in women's health services. These definitions of quality may reflect access, interactions, process, and outcomes. Health care providers that aspire to provide quality women's health care need to identify the distinct cultural segments in their own communities; document the gaps in women's health services; and develop programs that are specific to clinical needs and quality criteria of these populations. PMID:11183584

  2. Performance trade-offs and individual quality in decathletes.

    PubMed

    Walker, Jeffrey A; Caddigan, Sean P

    2015-11-01

    Many constraints of organismal design at the cell and organ level, including muscle fiber types, musculoskeletal gearing and control-surface geometry, are believed to cause performance trade-offs at the whole-organism level. Contrary to this expectation, positive correlations between diverse athletic performances are frequently found in vertebrates. Recently, it has been proposed that trade-offs between athletic performances in humans are masked by variation in individual quality and that underlying trade-offs are revealed by adjusting the correlations to 'control' quality. We argue that quality is made up of both intrinsic components, due to the causal mapping between morpho-physiological traits and performance, and extrinsic components, due to variation in training intensity, diet and pathogens. Only the extrinsic component should be controlled. We also show that previous methods to estimate 'quality-free' correlations perform poorly. We show that Wright's factor analysis recovers the correct quality-free correlation matrix and use this method to estimate quality-free correlations among the 10 events of the decathlon using a dataset of male college athletes. We found positive correlations between all decathlon events, which supports an axis that segregates 'good athletes' from 'bad athletes'. Estimates of quality-free correlations are mostly very small (<0.1), suggesting large, quality-free independence between events. Because quality must include both intrinsic and extrinsic components, the physiological significance of these adjusted correlations remains obscure. Regardless, the underlying architecture of the functional systems and the physiological explanation of both the un-adjusted and adjusted correlations remain to be discovered. PMID:26449978

  3. A computer-assisted quality assurance system for an emergency medical service.

    PubMed

    Stewart, R D; Burgman, J; Cannon, G M; Paris, P M

    1985-01-01

    A busy urban emergency medical service answering more than 50,000 calls each year developed a plan for quality assurance using a computer-assisted model designed to employ a full-time quality assurance officer whose work was supplemented with computer evaluation of EMS field reports. The development of standardized reporting formats, protocols and computer programs enabled a significant improvement in detection of errors of documentation and patient care. Investigated cases rose dramatically in the month following implementation of the system, from five patient care errors per month to 35 (P less than .05), and from 50 documentation errors to 265 per month (P less than .05). Our experience indicates that computer-assisted evaluation of field performance, as judged by prehospital records, is a useful tool to ensure standards in patient care and EMS recordkeeping. PMID:3964999

  4. Perceptual video quality comparison of 3DTV broadcasting using multimode service systems

    NASA Astrophysics Data System (ADS)

    Ok, Jiheon; Lee, Chulhee

    2015-05-01

    Multimode service (MMS) systems allow broadcasters to provide multichannel services using a single HD channel. Using these systems, it is possible to provide 3DTV programs that can be watched either in three-dimensional (3-D) or two-dimensional (2-D) modes with backward compatibility. In the MMS system for 3DTV broadcasting using the Advanced Television Systems Committee standards, the left and the right views are encoded using MPEG-2 and H.264, respectively, and then transmitted using a dual HD streaming format. The left view, encoded using MPEG-2, assures 2-D backward compatibility while the right view, encoded using H.264, can be optionally combined with the left view to generate stereoscopic 3-D views. We analyze 2-D and 3-D perceptual quality when using the MMS system by comparing items in the frame-compatible format (top-bottom), which is a conventional transmission scheme for 3-D broadcasting. We performed perceptual 2-D and 3-D video quality evaluation assuming 3DTV programs are encoded using the MMS system and top-bottom format. The results show that MMS systems can be preferable with regard to perceptual 2-D and 3-D quality and backward compatibility.

  5. Performance evaluation of recommendation algorithms on Internet of Things services

    NASA Astrophysics Data System (ADS)

    Mashal, Ibrahim; Alsaryrah, Osama; Chung, Tein-Yaw

    2016-06-01

    Internet of Things (IoT) is the next wave of industry revolution that will initiate many services, such as personal health care and green energy monitoring, which people may subscribe for their convenience. Recommending IoT services to the users based on objects they own will become very crucial for the success of IoT. In this work, we introduce the concept of service recommender systems in IoT by a formal model. As a first attempt in this direction, we have proposed a hyper-graph model for IoT recommender system in which each hyper-edge connects users, objects, and services. Next, we studied the usefulness of traditional recommendation schemes and their hybrid approaches on IoT service recommendation (IoTSRS) based on existing well known metrics. The preliminary results show that existing approaches perform reasonably well but further extension is required for IoTSRS. Several challenges were discussed to point out the direction of future development in IoTSR.

  6. A research on service quality decision-making of Chinese communications industry based on quantum game

    NASA Astrophysics Data System (ADS)

    Zhang, Cuihua; Xing, Peng

    2015-08-01

    In recent years, Chinese service industry is developing rapidly. Compared with developed countries, service quality should be the bottleneck for Chinese service industry. On the background of three major telecommunications service providers in China, the functions of customer perceived utilities are established. With the goal of consumer's perceived utility maximization, the classic Nash equilibrium solution and quantum equilibrium solution are obtained. Then a numerical example is studied and the changing trend of service quality and customer perceived utility is further analyzed by the influence of the entanglement operator. Finally, it is proved that quantum game solution is better than Nash equilibrium solution.

  7. Users' Perceptions of Library Service Quality: A LibQUAL+ Qualitative Study.

    ERIC Educational Resources Information Center

    Cook, Colleen; Heath, Fred M.

    2001-01-01

    Describes a study of ARL (Association of Research Libraries) members called LibQUAL+ that identified users' perceptions of library service quality and measured gaps between expected service and perceived service. Discusses results of user interviews regarding information seeking behavior; self reliance; ubiquity and ease of access; and hours of…

  8. How Personality Traits and Job Satisfaction Influence Service Quality in Housing Agencies

    ERIC Educational Resources Information Center

    Robinson, Donna E.

    2010-01-01

    Human service organizations are intended to stabilize low-income families and promote self-sufficiency by providing much needed services and benefits. Recipients, however, often do not get everything they need in terms of either benefits or service quality. Understandably, clients want the help they are entitled to and promised from providers who…

  9. Thyroid cancer radioiodine therapy: health service performance and radiation safety.

    PubMed

    Vogiatzi, S; Liossis, A; Lamprinakou, M

    2015-07-01

    Greek Atomic Energy Commission collected data related to radioiodine I-131 therapy (RAIT) delivery to differentiated thyroid carcinoma patients, for the period 2003-13, corresponding to 100 % of hospitals at national level. Radiation safety and health service performance outcome indicators were assessed. The numbers of hospitals and nuclear medicine (NM) therapy wards, as well as RAIT annual frequencies, have increased. Geographical inhomogeneous distribution of existing infrastructure is recorded. In some cases, the observed inefficient use of NM therapy wards seems to be due to lack of human resources (e.g. nurses). Regular assessment of appropriate key indicators could serve as a useful tool for radiation safety monitoring and health service performance improvement. PMID:25809109

  10. Estimating the cost of improving service quality in water supply: A shadow price approach for England and wales.

    PubMed

    Molinos-Senante, María; Maziotis, Alexandros; Sala-Garrido, Ramón

    2016-01-01

    Service quality to customers is an aspect that cannot be ignored in the performance assessment of water companies. Nowadays water regulators introduce awards or penalties to incentivize companies to improve service quality to customers when setting prices. In this study, the directional distance function is employed to estimate the shadow prices of variables indicating the lack of service quality to customers in the water industry i.e., written complaints, unplanned interruptions and properties below the reference level. To calculate the shadow price of each undesirable output for each water company, it is needed to ascribe a reference price for the desirable output which is the volume of water delivered. An empirical application is carried out for water companies in England and Wales. Hence, the shadow price of each undesirable output is expressed both as a percentage of the price of the desirable output and in pence per cubic meter of water delivered The estimated results indicate that on average, each additional written complaint that needs to be dealt with by the water company includes a service quality cost of 0.399p/m(3). As expected, when looking at the other service quality variables which involve network repair or replacement, these values are considerably higher. On average, the water company must spend an extra 0.622p/m(3) to prevent one unplanned interruption and 0.702p/m(3) to avoid one water pressure below the reference level. The findings of this study are of great importance for regulated companies and regulators as it has been illustrated that improvements in the service quality in terms of customer service could be challenging and therefore ongoing investments will be required to address these issues. PMID:26379261

  11. [SOROKA UNIVERSITY MEDICAL CENTER: THE ROAD TO LEADERSHIP IN QUALITY OF MEDICAL CARE, SERVICE AND RESEARCH].

    PubMed

    Davidson, Ehud; Sheiner, Eyal

    2016-02-01

    Soroka University Medical Center is a tertiary hospital, and the sole medical center in the Negev, the southern part of Israel. Soroka has invested in quality, service and research. The region has developed joint programs in order to advance the quality of medical care whilst optimizing the utilization of available resources. In this editorial we describe the path to leadership in quality of medical care, service and research. PMID:27215117

  12. A Control-Theoretic Approach for the Combined Management of Quality-of-Service and Energy in Service Centers

    NASA Astrophysics Data System (ADS)

    Poussot-Vassal, Charles; Tanelli, Mara; Lovera, Marco

    The complexity of Information Technology (IT) systems is steadily increasing and system complexity has been recognised as the main obstacle to further advancements of IT. This fact has recently raised energy management issues. Control techniques have been proposed and successfully applied to design Autonomic Computing systems, trading-off system performance with energy saving goals. As users behaviour is highly time varying and workload conditions can change substantially within the same business day, the Linear Parametrically Varying (LPV) framework is particularly promising for modeling such systems. In this chapter, a control-theoretic method to investigate the trade-off between Quality of Service (QoS) requirements and energy saving objectives in the case of admission control in Web service systems is proposed, considering as control variables the server CPU frequency and the admission probability. To quantitatively evaluate the trade-off, a dynamic model of the admission control dynamics is estimated via LPV identification techniques. Based on this model, an optimisation problem within the Model Predictive Control (MPC) framework is setup, by means of which it is possible to investigate the optimal trade-off policy to manage QoS and energy saving objectives at design time and taking into explicit account the system dynamics.

  13. Service quality assessment of a referral hospital in Southern Iran with SERVQUAL technique: patients’ perspective

    PubMed Central

    2014-01-01

    Background Providing services to patients according to their expectations and needs is necessary for the success of an organization in order to remain in the competitive market. Recognizing these needs and expectations is an important step in offering high quality services. This study was designed to determine the service quality gap of the main hospital of Hormozgan province. Methods This cross sectional study was conducted in 2013 in Bandar Abbas ShahidMohammadi Hospital in the south of Iran. All 96 participants of this study were provided by SERVQUAL questionnaire. Data was analyzed by Wilcoxon and Kruskal-Wallis tests. Results Service quality gaps were seen in all five service quality dimensions and the overall quality of service. The mean of quality perception score and quality expectation score was 3.44 ± 0.693 and 4.736 ± 0.34, respectively. The highest perception was in assurance dimension and the highest expectation was in Responsiveness and assurance dimensions. Also, the lowest perception was in responsiveness dimension and the lowest expectation was about empathy. In this study, 56.1% of participants defined the quality of services as average. Conclusion According to the results, this hospital was not able to meet patients’ expectations completely. Therefore, action must be taken to decrease the gap between the perception and expectation of the patients. PMID:25064475

  14. Hydrologic and water quality models: Performance measures and evaluation criteria

    Technology Transfer Automated Retrieval System (TEKTRAN)

    Performance measures and corresponding criteria constitute an important aspect of calibration and validation of any hydrological and water quality (H/WQ) model. As new and improved methods and information are developed, it is essential that performance measures and criteria be updated. Therefore, th...

  15. E-Service Quality in Higher Education and Frequency of Use of the Service

    ERIC Educational Resources Information Center

    Kim-Soon, Ng; Rahman, Abd; Ahmed, Muhudin

    2014-01-01

    Universities have been at the forefront of online service provision. Regular evaluations and appraisals of its e-services provided to students are regularly improvised to keep pace with the rapid changes of learning technology and competitiveness of its services provided. There is a dread of research works investigating e-service quality…

  16. Service needs and factors related to quality of life at time of service enrollment among persons living with HIV.

    PubMed

    Huba, G J; Melchior, L A; Cherin, D A; Steinberg, J; Smereck, G A; Richardson-Nassif, K; Reis, P; Meredith, K L; McDonald, S S; Larson, T A; Jean-Louis, E; German, V F; Gallagher, T; Brown, V B; Panter, A T; Marconi, K

    2000-01-01

    This article explores the relationships of HIV risk factors, service needs, and vulnerabilities to health-related quality of life in a sample of 1,371 participants newly enrolled into 13 innovative HIV/AIDS treatment model service demonstration projects. These projects targeted services to traditionally underserved populations. Eight distinct quality of life clusters of HIV patients were used in this analysis along with patient self-identified risk factors. The quality of life clusters were based on patient self-reported quality of life dimensions. The eight clusters were differentiated based on relative strengths and weaknesses in physical functioning, energy levels, and social functioning. Data on patient need-vulnerability factors and demographic characteristics were related to these eight clusters using the data modeling method of Exhaustive CHAID (Chi-squared Automatic Interaction Detector). Through this method, the characteristics most likely to be associated with higher and lower levels of quality of life at the time of enrollment into services were identified. The results provide further support that quality of life assessment is a useful clinical tool for monitoring patient progress. PMID:11211320

  17. Systems for Quality Assurance in Mental Health Services: A Strategy for Improvement.

    ERIC Educational Resources Information Center

    Jessee, William F.; Morgan-Williams, Gale

    1987-01-01

    Discusses need for systems-based approach to quality assurance in mental health services, which can provide useful information to administrators and practitioners as they work to maintain or improve quality of care provided to patients. Introduces generic model for monitoring and evaluating quality of care and discusses potential barriers to its…

  18. Sanitary quality, occurrence and identification of Staphylococcus sp. in food services

    PubMed Central

    de Mello, Jozi Fagundes; da Rocha, Laura Braga; Lopes, Ester Souza; Frazzon, Jeverson; da Costa, Marisa

    2014-01-01

    Sanitary conditions are essential for the production of meals and control of the presence of pathogensis important to guarantee the health of customers. The aim of this study was to evaluate the sanitary quality of food services by checking the presence of thermotolerant coliforms, Staphylococcus sp. and evaluate the toxigenic potential from the latter. The analysis was performed on water, surfaces, equipment, ready-to-eat foods, hands and nasal cavity of handlers in seven food services. The water used in food services proved to be suitable for the production of meals. Most food, equipment and surfaces showed poor sanitary conditions due to the presence of thermotolerant coliforms (60.6%). Twenty-six Staphylococcus species were identified from the 121 Staphylococcus isolates tested. Staphylococci coagulase-negative species were predominant in the foods, equipment and surfaces. In food handlers and foods, the predominant species was Staphylococcus epidermidis. Twelve different genotypes were found after PCR for the classical enterotoxin genes. The seb gene (19.8%) was the most prevalent among all Staphylococcus sp. Both coagulase-positive and coagulase-negative Staphylococci showed some of the genes of the enterotoxins tested. We conclude that there are hygienic and sanitary deficiencies in the food services analyzed. Although coagulase-positive Staphylococci have not been present in foods there is a wide dispersion of enterotoxigenic coagulase-negative Staphylococci in the environment and in the foods analyzed, indicating a risk to consumer health. PMID:25477940

  19. Patients' perceptions of service quality dimensions: an empirical examination of health care in New Zealand.

    PubMed

    Clemes, M D; Ozanne, L K; Laurensen, W L

    2001-01-01

    The 1984 liberalization of the New Zealand economy has resulted in a health care sector that has become very competitive (Zwier and Clarke, 1999). The private sector is now able to supply health care services and, as a result, a greater value is being placed on patient satisfaction (Zwier and Clarke, 1999). However, despite the increasing focus on customer satisfaction, research into health care patients' perceptions of the dimensions of service quality is scarce. This can be problematic, as quality of care is an essential issue in the strategic marketing of health care services (Turner and Pol, 1995). This study takes a step towards addressing this deficiency by identifying patients' perceptions of the dimensions of service quality in health care. The findings of this study are based on the empirical analysis of a sample of 389 respondents interviewed by telephone. The findings indicate that the service quality dimensions identified in this health care specific study differ in number and dimensional structure from the widely adopted service quality dimensions first identified by Parasuraman, Berry and Zeithaml (1988): reliability, responsiveness, assurance, empathy and tangibles. The service quality dimensions identified in this study were: reliability, tangibles, assurance, empathy, food, access, outcome, admission, discharge and responsiveness. In addition, health care patients perceive the service quality dimensions relating to the core product in health care delivery (for example, outcome and reliability) as more important than the service quality dimensions relating to the peripheral product in health care delivery (for example, food, access and tangibles). Finally, the results of this study suggest that patients with different geographic, demographic, and behavioristic characteristics have different needs and wants during health care delivery and therefore perceive different service quality dimensions as important. PMID:11727291

  20. 12 CFR 550.180 - May I perform fiduciary services for, or purchase fiduciary services from, another association or...

    Code of Federal Regulations, 2010 CFR

    2010-01-01

    ... purchase fiduciary services from, another association or entity? 550.180 Section 550.180 Banks and Banking..., or purchase fiduciary services from, another association or entity? You may perform services related.... You may also purchase services related to the exercise of fiduciary powers from another association...

  1. How does a servant leader fuel the service fire? A multilevel model of servant leadership, individual self identity, group competition climate, and customer service performance.

    PubMed

    Chen, Zhijun; Zhu, Jing; Zhou, Mingjian

    2015-03-01

    Building on a social identity framework, our cross-level process model explains how a manager's servant leadership affects frontline employees' service performance, measured as service quality, customer-focused citizenship behavior, and customer-oriented prosocial behavior. Among a sample of 238 hairstylists in 30 salons and 470 of their customers, we found that hair stylists' self-identity embedded in the group, namely, self-efficacy and group identification, partially mediated the positive effect of salon managers' servant leadership on stylists' service performance as rated by the customers, after taking into account the positive influence of transformational leadership. Moreover, group competition climate strengthened the positive relationship between self-efficacy and service performance. PMID:25314366

  2. The swiss neonatal quality cycle, a monitor for clinical performance and tool for quality improvement

    PubMed Central

    2013-01-01

    Background We describe the setup of a neonatal quality improvement tool and list which peer-reviewed requirements it fulfils and which it does not. We report on the so-far observed effects, how the units can identify quality improvement potential, and how they can measure the effect of changes made to improve quality. Methods Application of a prospective longitudinal national cohort data collection that uses algorithms to ensure high data quality (i.e. checks for completeness, plausibility and reliability), and to perform data imaging (Plsek’s p-charts and standardized mortality or morbidity ratio SMR charts). The collected data allows monitoring a study collective of very low birth-weight infants born from 2009 to 2011 by applying a quality cycle following the steps ′guideline – perform - falsify – reform′. Results 2025 VLBW live-births from 2009 to 2011 representing 96.1% of all VLBW live-births in Switzerland display a similar mortality rate but better morbidity rates when compared to other networks. Data quality in general is high but subject to improvement in some units. Seven measurements display quality improvement potential in individual units. The methods used fulfil several international recommendations. Conclusions The Quality Cycle of the Swiss Neonatal Network is a helpful instrument to monitor and gradually help improve the quality of care in a region with high quality standards and low statistical discrimination capacity. PMID:24074151

  3. Measuring Service Quality in Recreational Programs with SERVQUAL.

    ERIC Educational Resources Information Center

    Bauch, Joel R.

    Many directors of college recreational programs are feeling pressure for increased accountability in the face of shrinking financial resources and increased demand for services. One method of providing that accountability and learning about the strengths and weaknesses of services offered is by assessing the level of client satisfaction. Developed…

  4. Dynamic quality of service differentiation using fixed code weight in optical CDMA networks

    NASA Astrophysics Data System (ADS)

    Kakaee, Majid H.; Essa, Shawnim I.; Abd, Thanaa H.; Seyedzadeh, Saleh

    2015-11-01

    The emergence of network-driven applications, such as internet, video conferencing, and online gaming, brings in the need for a network the environments with capability of providing diverse Quality of Services (QoS). In this paper, a new code family of novel spreading sequences, called a Multi-Service (MS) code, has been constructed to support multiple services in Optical- Code Division Multiple Access (CDMA) system. The proposed method uses fixed weight for all services, however reducing the interfering codewords for the users requiring higher QoS. The performance of the proposed code is demonstrated using mathematical analysis. It shown that the total number of served users with satisfactory BER of 10-9 using NB=2 is 82, while they are only 36 and 10 when NB=3 and 4 respectively. The developed MS code is compared with variable-weight codes such as Variable Weight-Khazani Syed (VW-KS) and Multi-Weight-Random Diagonal (MW-RD). Different numbers of basic users (NB) are used to support triple-play services (audio, data and video) with different QoS requirements. Furthermore, reference to the BER of 10-12, 10-9, and 10-3 for video, data and audio, respectively, the system can support up to 45 total users. Hence, results show that the technique can clearly provide a relative QoS differentiation with lower value of basic users can support larger number of subscribers as well as better performance in terms of acceptable BER of 10-9 at fixed code weight.

  5. Optimizing 3D image quality and performance for stereoscopic gaming

    NASA Astrophysics Data System (ADS)

    Flack, Julien; Sanderson, Hugh; Pegg, Steven; Kwok, Simon; Paterson, Daniel

    2009-02-01

    The successful introduction of stereoscopic TV systems, such as Samsung's 3D Ready Plasma, requires high quality 3D content to be commercially available to the consumer. Console and PC games provide the most readily accessible source of high quality 3D content. This paper describes innovative developments in a generic, PC-based game driver architecture that addresses the two key issues affecting 3D gaming: quality and speed. At the heart of the quality issue are the same considerations that studios face producing stereoscopic renders from CG movies: how best to perform the mapping from a geometric CG environment into the stereoscopic display volume. The major difference being that for game drivers this mapping cannot be choreographed by hand but must be automatically calculated in real-time without significant impact on performance. Performance is a critical issue when dealing with gaming. Stereoscopic gaming has traditionally meant rendering the scene twice with the associated performance overhead. An alternative approach is to render the scene from one virtual camera position and use information from the z-buffer to generate a stereo pair using Depth-Image-Based Rendering (DIBR). We analyze this trade-off in more detail and provide some results relating to both 3D image quality and render performance.

  6. Performances and recent evolutions of EMSC Real Time Information services

    NASA Astrophysics Data System (ADS)

    Mazet-Roux, G.; Godey, S.; Bossu, R.

    2009-04-01

    The EMSC (http://www.emsc-csem.org) operates Real Time Earthquake Information services for the public and the scientific community which aim at providing rapid and reliable information on the seismic-ity of the Euro-Mediterranean region and on significant earthquakes worldwide. These services are based on parametric data rapidly provided by 66 seismological networks which are automatically merged and processed at EMSC. A web page which is updated every minute displays a list and a map of the latest earthquakes as well as additional information like location maps, moment tensors solutions or past regional seismicity. Since 2004, the performances and the popularity of these services have dramatically increased. The number of messages received from the contributors and the number of published events have been multiplied by 2 since 2004 and by 1.6 since 2005 respectively. The web traffic and the numbers of users of the Earthquake Notification Service (ENS) have been multiplied by 15 and 7 respectively. In terms of performances of the ENS, the median dissemination time for Euro-Med events is minutes in 2008. In order to further improve its performances and especially the speed and robustness of the reception of real time data, EMSC has recently implemented a software named QWIDS (Quake Watch Information Distribution System) which provides a quick and robust data exchange system through permanent TCP connections. At the difference with emails that can sometimes be delayed or lost, QWIDS is an actual real time communication system that ensures the data delivery. In terms of hardware, EMSC imple-mented a high availability, dynamic load balancing, redundant and scalable web servers infrastructure, composed of two SUN T2000 and one F5 BIG-IP switch. This will allow coping with constantly increas-ing web traffic and the occurrence of huge peaks of traffic after widely felt earthquakes.

  7. 12 CFR 150.180 - May I perform fiduciary services for, or purchase fiduciary services from, another association or...

    Code of Federal Regulations, 2012 CFR

    2012-01-01

    ... 12 Banks and Banking 1 2012-01-01 2012-01-01 false May I perform fiduciary services for, or purchase fiduciary services from, another association or entity? 150.180 Section 150.180 Banks and Banking... Exercising Fiduciary Powers Fiduciary Personnel and Facilities § 150.180 May I perform fiduciary services...

  8. 12 CFR 550.180 - May I perform fiduciary services for, or purchase fiduciary services from, another association or...

    Code of Federal Regulations, 2013 CFR

    2013-01-01

    ... 12 Banks and Banking 6 2013-01-01 2012-01-01 true May I perform fiduciary services for, or purchase fiduciary services from, another association or entity? 550.180 Section 550.180 Banks and Banking... Exercising Fiduciary Powers Fiduciary Personnel and Facilities § 550.180 May I perform fiduciary services...

  9. 12 CFR 150.180 - May I perform fiduciary services for, or purchase fiduciary services from, another association or...

    Code of Federal Regulations, 2014 CFR

    2014-01-01

    ... 12 Banks and Banking 1 2014-01-01 2014-01-01 false May I perform fiduciary services for, or purchase fiduciary services from, another association or entity? 150.180 Section 150.180 Banks and Banking... Exercising Fiduciary Powers Fiduciary Personnel and Facilities § 150.180 May I perform fiduciary services...

  10. Critical to quality in telemedicine service management: application of DFSS (Design for Six Sigma) and SERVQUAL).

    PubMed

    Yun, Eun Kyoung; Chun, Kee Moon

    2008-01-01

    Telemedicine generally refers to the use of communications and information technologies for the delivery of health care. owever, telemedicine is not merely a simple combination of health care and technology. The researchers propose a systematic approach for assessing needs of telemedicine customers, called critical-to-quality (CTQ) in Six Sigma, with a purpose of continuous quality improvement. The combination approach using DFSS (Design for Six Sigma) and SERVQUAL (Service Quality Framework) was applied to define the critical quality attributes of telemedicine service management and to match them with the current telemedicine process. With a step-by-step procedure, telemedicine service process was reviewed and all the important CTQ candidates identified via a case study. The findings suggest that nurses need further understanding and research methods that will improve and manage the quality of health care service in various medical fields. PMID:19330973

  11. Towards European-scale Air Quality operational services for GMES Atmosphere

    NASA Astrophysics Data System (ADS)

    Peuch, V.-H.; Rouil, L.; Tarrason, L.; Elbern, H.; Gems/Macc Regional Subprojects Teams

    2009-09-01

    Basing upon the experience gained in national operational or pre-operational air quality forecasting activities, as for instance Prév'Air in France or EURAD in Germany, a range of European scale services have been developing in the context of the EU-funded project GEMS (6th FP) and are now brought a step further in the new project MACC (7th FP). Within the GEMS project, analyses, hindcasts and forecasts from a range of state-of-the-art Regional Air Quality models have been performed on a quasi-operational daily basis since the beginning of 2008. The models cover Europe with horizontal resolutions ranging from 0.2° to 0.5°, and rely on ECMWF operational meteorological forecasts as well as on GEMS global "chemical weather” data, in the form of chemical boundary conditions for key medium to long-lived trace gases and aerosols. They also all consider the same high-resolution (~8km) anthropogenic and biogenic emissions inventories, developed by TNO (The Netherlands) and NKUA (Greece). Access in quasi Near-Real-Time to AQ monitoring data has been obtained for over 15 European countries through fruitful collaborations with national and regional monitoring agencies. This has provided an interesting context, unprecedented to such an extent, to jointly monitor the performances of regional Air Quality forecasts, assess uncertainties and elaborate ensemble products that build upon the models' spread and their respective skills (both in average and for the few days preceding each forecast). Also a hindcast run covering the whole year of 2003 and using chemical boundaries from GEMS global re-analysis of tropospheric reactive gases has been performed and studied. This year 2003 was indeed marked by several episodes in spring and summer (heat wave) with strong health impacts due (at least in part) to bad Air Quality. The GEMS project has ended in May 2009 and the MACC project has started. Within MACC, a stronger emphasis is put on the use of chemical data assimilation and on

  12. Reorganizing pediatric rehabilitation services to improve accessibility: do we sacrifice quality?

    PubMed Central

    2010-01-01

    Background The impact of a pediatric rehabilitation service delivery reorganization to improve access to services on parents' and service providers' perception of service quality was evaluated. Child-, family-, service- and service provider-related characteristics possibly associated with these perceptions were explored. Methods Perceptions were measured using the Measure of Processes of Care tools and open ended questions before (2007), during (2008) and following (2009) service reorganization. Child and family characteristics, services received and service provider data were documented. Mean MPOC scores were compared over time (ANOVAs and Generalized Estimating Equations) and t-tests, correlations and ANOVAs determined whether the characteristics influenced scores. Results Families' (n = 222) and service providers' (n = 129) perceptions of quality were high in 2007 (3.67 to 6.31/7) and remained high over the next 2 years (p ≥ 0.16). Two MPOC domain scores (Respectful care and Providing general information) were consistently scored the highest (mean ≥ 5.66/7) and the lowest (mean ≤ 4.75/7), respectively. Families with more education and those with children 12-21 years old tended to attribute lower MPOC scores. Participants were generally satisfied with the new service model and recommendations included improving information exchange. Conclusions Results suggest that it is possible to reorganize pediatric rehabilitation services while maintaining quality. PMID:20687932

  13. High performance, severe service critical extraction ball valves

    SciTech Connect

    Barrette, E.J.

    1995-12-31

    Securaseal high performance, severe service, critical extraction metal seated ball valves are required to resist extremes of wear, corrosion, and erosion at extreme Cv flow values, pressure, and temperature. The valves` wetted surfaces are often in contact with acids, bases (caustics), slurries, and high velocity solids. The Securaseal metal seated ball valves must maintain very low or no leakage rate,s and not fail between routine maintenance periods s the valves endure all of these extreme operating conditions.Securaseal metal seated ball valves incorporate numerous design features to offer superior performance in these environments. Among these features are customized HVOF and plasma sprayed coatings applied exclusively by Engelhard Surface Technologies. Securacoat coatings have been developed to provide repeatable, high reliable coatings which are often customized for a client`s particular application/environment. Securamax utilizes the repeatable properties of the coatings by incorporating these properties into their valve design using extensive FEA including operating simulations to ensure validated stress levels and that the coating contact stresses are within the coating`s performance specifications. Numerous examples of valve/coating performance in severe service environments such as chemical plants, gold mining, Synfuels and others will be discussed.

  14. 7 CFR 91.35 - Who shall perform an appealed laboratory service.

    Code of Federal Regulations, 2013 CFR

    2013-01-01

    ... 7 Agriculture 3 2013-01-01 2013-01-01 false Who shall perform an appealed laboratory service. 91...) COMMODITY LABORATORY TESTING PROGRAMS SERVICES AND GENERAL INFORMATION Appeal of Laboratory Services § 91.35 Who shall perform an appealed laboratory service. An appealed laboratory service shall be...

  15. 7 CFR 91.35 - Who shall perform an appealed laboratory service.

    Code of Federal Regulations, 2014 CFR

    2014-01-01

    ... 7 Agriculture 3 2014-01-01 2014-01-01 false Who shall perform an appealed laboratory service. 91...) COMMODITY LABORATORY TESTING PROGRAMS SERVICES AND GENERAL INFORMATION Appeal of Laboratory Services § 91.35 Who shall perform an appealed laboratory service. An appealed laboratory service shall be...

  16. 7 CFR 91.35 - Who shall perform an appealed laboratory service.

    Code of Federal Regulations, 2011 CFR

    2011-01-01

    ... 7 Agriculture 3 2011-01-01 2011-01-01 false Who shall perform an appealed laboratory service. 91...) COMMODITY LABORATORY TESTING PROGRAMS SERVICES AND GENERAL INFORMATION Appeal of Laboratory Services § 91.35 Who shall perform an appealed laboratory service. An appealed laboratory service shall be...

  17. 7 CFR 91.35 - Who shall perform an appealed laboratory service.

    Code of Federal Regulations, 2012 CFR

    2012-01-01

    ... 7 Agriculture 3 2012-01-01 2012-01-01 false Who shall perform an appealed laboratory service. 91...) COMMODITY LABORATORY TESTING PROGRAMS SERVICES AND GENERAL INFORMATION Appeal of Laboratory Services § 91.35 Who shall perform an appealed laboratory service. An appealed laboratory service shall be...

  18. 39 CFR 3055.31 - Contents of the Quarterly Report of service performance achievements.

    Code of Federal Regulations, 2013 CFR

    2013-07-01

    ... 39 Postal Service 1 2013-07-01 2013-07-01 false Contents of the Quarterly Report of service performance achievements. 3055.31 Section 3055.31 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING Periodic Reporting of Service...

  19. 39 CFR 3055.31 - Contents of the Quarterly Report of service performance achievements.

    Code of Federal Regulations, 2012 CFR

    2012-07-01

    ... 39 Postal Service 1 2012-07-01 2012-07-01 false Contents of the Quarterly Report of service performance achievements. 3055.31 Section 3055.31 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING Periodic Reporting of Service...

  20. 39 CFR 3055.31 - Contents of the Quarterly Report of service performance achievements.

    Code of Federal Regulations, 2014 CFR

    2014-07-01

    ... 39 Postal Service 1 2014-07-01 2014-07-01 false Contents of the Quarterly Report of service performance achievements. 3055.31 Section 3055.31 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING Periodic Reporting of Service...

  1. 39 CFR 3055.31 - Contents of the Quarterly Report of service performance achievements.

    Code of Federal Regulations, 2011 CFR

    2011-07-01

    ... 39 Postal Service 1 2011-07-01 2011-07-01 false Contents of the Quarterly Report of service performance achievements. 3055.31 Section 3055.31 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING Periodic Reporting of Service...

  2. The behavioral consequences of service quality: an empirical study in the Chinese retail pharmacy industry.

    PubMed

    Chen, Yuwen; Fu, Frank Q

    2015-01-01

    This study focuses on the impacts of service quality and examines the mediating effects of customer satisfaction and customer loyalty on willingness to pay more. The authors collected survey data from 479 actual retail pharmacy customers in China and used the structural equation modeling approach to test the hypotheses. The results reveal six dimensions of service quality and the differential impact of these dimensions on customer satisfaction and behavioral intentions. This study contributes to the existing literature by exploring the dimensionality of the service quality construct and mediating effects of customer satisfaction and customer loyalty in a non-Western setting. PMID:25751316

  3. Accessibility to tuberculosis treatment: assessment of health service performance.

    PubMed

    Arakawa, Tiemi; Arcêncio, Ricardo Alexandre; Scatolin, Beatriz Estuque; Scatena, Lúcia Marina; Ruffino-Netto, Antônio; Villa, Tereza Cristina Scatena

    2011-01-01

    The aim of this study was to assess the accessibility of patients to the treatment of tuberculosis in Ribeirão Preto, countryside of São Paulo State. Evaluation study type, with a quantity approach. Interviews with 100 patients initiated on anti-tuberculosis chemotherapy between 2006-2007 were conducted, using a structured questionnaire based on the Primary Care Assessment Tool (PCAT). Data were analyzed through variance analysis. There was a positive feedback regarding to organizational accessibility, however, the performance of health services has been unsatisfactory in providing transportation vouchers and in addressing the need to use transport for displacement to the health unit, resulting in indirect costs to patients. The services with the highest number of patients treated were those with higher irregularity in the conduct of home visits, showing that the availability of resources (human, material and time) and the organization of care may influence the accessibility to treatment. PMID:21876953

  4. Quality of assistance provided to children with sickle cell disease by primary healthcare services

    PubMed Central

    Gomes, Ludmila Mourão Xavier; Reis, Tatiana Carvalho; Vieira, Magda Mendes; de Andrade-Barbosa, Thiago Luis; Caldeira, Antônio Prates

    2011-01-01

    Objective To evaluate the quality of healthcare provided to sickle cell disease children by primary healthcare services in a region of high prevalence. Methods A cross-sectional, descriptive study was performed by interviewing members of families with sickle cell disease children. The children had been identified from the Neonatal Screening Program in Minas Gerais state over the last 12 years in towns of the Montes Claros-Bocaiuva microregion. A structured questionnaire specially developed for this study and based on three axes was used: indicators of the child's health (immunization, growth and development, prophylaxis antibiotic therapy), perception of care by the family (health education and accessibility) and knowledge of the family about the disease. Results Sixty-three of 71 families with children identified as having sickle cell disease were interviewed. The predominant genotypes were Hb SS (44.4%) and Hb SC (41.2%). Adequate monitoring of growth and development was recorded for the first year of life in 23 children (36.6%) and for the second year of life in 18 children (28.6%). The basic vaccination schedule was completed by 44 children (69.8%) but 62 vaccination record cards (98.4%) identified delays of special vaccines. Regular use of prophylactic penicillin was reported by 55 caregivers (87.3%). The family's perception of the care provided suggests poor accessibility to health services and lack of opportunities to answer doubts. The average performance of families in knowledge testing was 59.8%. Conclusion The quality of healthcare is unsatisfactory. The care provided to children with sickle cell disease in primary healthcare services needs improvements. PMID:23049319

  5. A Tentative Study on the Evaluation of Community Health Service Quality*

    NASA Astrophysics Data System (ADS)

    Ma, Zhi-qiang; Zhu, Yong-yue

    Community health service is the key point of health reform in China. Based on pertinent studies, this paper constructed an indicator system for the community health service quality evaluation from such five perspectives as visible image, reliability, responsiveness, assurance and sympathy, according to service quality evaluation scale designed by Parasuraman, Zeithaml and Berry. A multilevel fuzzy synthetical evaluation model was constructed to evaluate community health service by fuzzy mathematics theory. The applicability and maneuverability of the evaluation indicator system and evaluation model were verified by empirical analysis.

  6. [Quality improvement of health care services in Croatian emergency medicine].

    PubMed

    Predavec, Sanja; Sogorić, Selma; Jurković, Drazen

    2010-12-01

    Emergency medical services (EMS) in the Republic of Croatia are currently organized as part of the existing health care system and delivered in the form of pre-hospital and hospital EMS. The pre-hospital EMS are delivered by standalone EMS Centers, EMS units set up in community health centers, and by general practitioners working in shifts and on call in remote and scarcely populated areas. In hospitals, each ward usually has its own emergency reception area, and only in a couple of cases there is an integrated emergency admission unit for the entire hospital. The current EMS structure does not meet the basic requirements that would make an EMS system optimal, i.e. equal quality, equal access, effectiveness and appropriate equipment. The EMS Restructuring Project is part of the Croatian health care system reform and is addressed by the National Health Development Strategy 2006-2011. As part of restructuring efforts, the Croatian National Institute of Emergency Medicine, 21 County Institutes of Emergency Medicine and county-level call centers are going to be set up. In addition, the project will introduce the following: integrated emergency admission areas at hospitals; telemedicine as part of emergency medicine; emergency medicine specialty for physicians and additional specialized training for nurses/technicians; separation of emergency and non-emergency transport; standards for vehicles and equipment and guidelines/protocols/algorithms for care. The Croatian National Institute of Emergency Medicine is an umbrella EMS organization. It shapes the EMS in Croatia and proposes, plans, monitors and analyzes EMS actions in Croatia. In addition, it submits a proposal of the Emergency Medicine Network to the minister, sets standards for EMS transport, and coordinates, guides and supervises the work of County Institutes of Emergency Medicine. County Institutes organize and deliver pre-hospital EMS in their counties. Integrated hospital emergency admission units represent a

  7. Performance management of the public healthcare services in Ireland: a review.

    PubMed

    Mesabbah, Mohammed; Arisha, Amr

    2016-03-14

    Purpose - Performance Management (PM) processes have become a potent part of strategic and service quality decisions in healthcare organisations. In 2005, the management of public healthcare in Ireland was amalgamated into a single integrated management body, named the Health Service Executive (HSE). Since then, the HSE has come up with a range of strategies for healthcare developments and reforms, and has developed a PM system as part of its strategic planning. The purpose of this paper is to review the application of PM in the Irish Healthcare system, with a particular focus on Irish Hospitals and Emergency Services. Design/methodology/approach - An extensive review of relevant HSE's publications from 2005 to 2013 is conducted. Studies of the relevant literature related to the application of PM and of international best practices in healthcare performance systems are also presented. Findings - PM and performance measurement systems used by the HSE include many performance reports designed to monitor performance trends and strategic goals. Issues in the current PM system include inconsistency of measures and performance reporting, unclear strategy alignment, and deficiencies in reporting (e.g. feedback and corrective actions). Furthermore, PM processes have not been linked adequately into Irish public hospitals' management systems. Research limitations/implications - The HSE delivers several services such as mental health, social inclusion, etc. This study focuses on the HSE's PM framework, with a particular interest in acute hospitals and emergency services. Originality/value - This is the first comprehensive review of Irish healthcare PM since the introduction of the HSE. A critical analysis of the HSE reports identifies the shortcomings in its current PM system. PMID:26959899

  8. SLA-constrained service selection for minimizing costs of providing composite cloud services under stochastic runtime performance.

    PubMed

    Huang, Kuo-Chan; Tsai, Mu-Jung; Lu, Sin-Ji; Hung, Chun-Hao

    2016-01-01

    Composite cloud services based on the methodologies of Software as a Service and Service-Oriented Architecture are transforming how people develop and use software. Cloud service providers are confronting the service selection problem when composing composite cloud services. This paper deals with an important type of service selection problem, minimizing the total cost of providing a composite cloud service with respect to the constraints of service level agreement (SLA). Two types of SLA are considered in the study: per-request-based SLA and ratio-based SLA. We present three service selection approaches for dynamic cloud environments where services' performance might vary with time. The first two are iterative compound approaches for per-request-based SLA and the third approach is a one-step method for ratio-based SLA based on the Chebyshev's theorem and nonlinear programming. Experimental results show that our approaches outperform the previous method significantly in terms of total cost reduction. PMID:27066331

  9. 7 CFR 800.137 - Who shall perform appeal inspection services.

    Code of Federal Regulations, 2010 CFR

    2010-01-01

    ... 7 Agriculture 7 2010-01-01 2010-01-01 false Who shall perform appeal inspection services. 800.137... REGULATIONS Appeal Inspection Services § 800.137 Who shall perform appeal inspection services. (a) Appeal. Appeal inspection services shall be performed by the field office responsible for the area in which...

  10. Quality of Service Routing in Manet Using a Hybrid Intelligent Algorithm Inspired by Cuckoo Search

    PubMed Central

    Rajalakshmi, S.; Maguteeswaran, R.

    2015-01-01

    A hybrid computational intelligent algorithm is proposed by integrating the salient features of two different heuristic techniques to solve a multiconstrained Quality of Service Routing (QoSR) problem in Mobile Ad Hoc Networks (MANETs) is presented. The QoSR is always a tricky problem to determine an optimum route that satisfies variety of necessary constraints in a MANET. The problem is also declared as NP-hard due to the nature of constant topology variation of the MANETs. Thus a solution technique that embarks upon the challenges of the QoSR problem is needed to be underpinned. This paper proposes a hybrid algorithm by modifying the Cuckoo Search Algorithm (CSA) with the new position updating mechanism. This updating mechanism is derived from the differential evolution (DE) algorithm, where the candidates learn from diversified search regions. Thus the CSA will act as the main search procedure guided by the updating mechanism derived from DE, called tuned CSA (TCSA). Numerical simulations on MANETs are performed to demonstrate the effectiveness of the proposed TCSA method by determining an optimum route that satisfies various Quality of Service (QoS) constraints. The results are compared with some of the existing techniques in the literature; therefore the superiority of the proposed method is established. PMID:26495429

  11. Quality of service provision assessment in the healthcare information and telecommunications infrastructures.

    PubMed

    Babulak, Eduard

    2006-01-01

    The continuous increase in the complexity and the heterogeneity of corporate and healthcare telecommunications infrastructures will require new assessment methods of quality of service (QoS) provision that are capable of addressing all engineering and social issues with much faster speeds. Speed and accessibility to any information at any time from anywhere will create global communications infrastructures with great performance bottlenecks that may put in danger human lives, power supplies, national economy and security. Regardless of the technology supporting the information flows, the final verdict on the QoS is made by the end user. The users' perception of telecommunications' network infrastructure QoS provision is critical to the successful business management operation of any organization. As a result, it is essential to assess the QoS Provision in the light of user's perception. This article presents a cost effective methodology to assess the user's perception of quality of service provision utilizing the existing Staffordshire University Network (SUN) by adding a component of measurement to the existing model presented by Walker. This paper presents the real examples of CISCO Networking Solutions for Health Care givers and offers a cost effective approach to assess the QoS provision within the campus network, which could be easily adapted to any health care organization or campus network in the world. PMID:16137920

  12. Quality of Service Routing in Manet Using a Hybrid Intelligent Algorithm Inspired by Cuckoo Search.

    PubMed

    Rajalakshmi, S; Maguteeswaran, R

    2015-01-01

    A hybrid computational intelligent algorithm is proposed by integrating the salient features of two different heuristic techniques to solve a multiconstrained Quality of Service Routing (QoSR) problem in Mobile Ad Hoc Networks (MANETs) is presented. The QoSR is always a tricky problem to determine an optimum route that satisfies variety of necessary constraints in a MANET. The problem is also declared as NP-hard due to the nature of constant topology variation of the MANETs. Thus a solution technique that embarks upon the challenges of the QoSR problem is needed to be underpinned. This paper proposes a hybrid algorithm by modifying the Cuckoo Search Algorithm (CSA) with the new position updating mechanism. This updating mechanism is derived from the differential evolution (DE) algorithm, where the candidates learn from diversified search regions. Thus the CSA will act as the main search procedure guided by the updating mechanism derived from DE, called tuned CSA (TCSA). Numerical simulations on MANETs are performed to demonstrate the effectiveness of the proposed TCSA method by determining an optimum route that satisfies various Quality of Service (QoS) constraints. The results are compared with some of the existing techniques in the literature; therefore the superiority of the proposed method is established. PMID:26495429

  13. [The quality control based on the predictable performance].

    PubMed

    Zheng, D X

    2016-09-01

    The clinical performance can only be evaluated when it comes to the last step in the conventional way of prosthesis. However, it often causes the failure because of the unconformity between the expectation and final performance. Resulting from this kind of situation, quality control based on the predictable results has been suggested. It is a new idea based on the way of reverse thinking, and focuses on the need of patient and puts the final performance of the prosthesis to the first place. With the prosthodontically driven prodedure, dentists can complete the unification with the expectation and the final performance. PMID:27596338

  14. Relationships among Conducting Quality, Ensemble Performance Quality, and State Festival Ratings

    ERIC Educational Resources Information Center

    Price, Harry E.

    2006-01-01

    This study was the third in a series examining the relationships among conductors, ensembles' performances, and festival ratings. Participants (N = 51) were asked to score the quality of video-only conducting and parallel audio-only excerpts of performances at a state-level concert festival of nine bands, three each that had received ratings of…

  15. [The quality of immunization services in community centers in Abidjan, Côte d'Ivoire].

    PubMed

    Tiembré, Issaka; Benié Bi, Vroh Joseph; Attoh-Touré, Harvey; Douba, Alfred; N'zi, Ekie; Simplice Dagnan, N'cho; Tagliante-Saracino, Janine

    2012-01-01

    In addition to health care centers, other institutions such as community centers are also involved in providing immunization services, the purpose being to address the inadequate provision of services in this area. The purpose of this study was to assess the quality of immunization services provided by non-medical staff. A cross-sectional descriptive study was conducted over the course of two months in the 15 public community centers providing immunization services in Abidjan. Data collection was performed by two physicians using three questionnaires (one for center managers, one for vaccinators and one for vaccine recipients) and two observation checklists (to assess vaccination equipment and to observe the behaviors and practices of vaccinators). The study found that none of the centers had a generator. One community center had no refrigerator. Refrigerators were not placed in a ventilated area in 14.3 % of the centers and were not exclusively used for the storage of vaccines in 26.7 % of the centers. None of the centers had an incinerator. 21.1 % of staff did not know the correct storage temperature. In 88.9 % of cases, the swab used to stop bleeding was also used to clean the injection site. The injection site was not sterilized in 10.8 % of cases. 73.9 % of the recipients did not know what vaccine they had been administered, while 95 % of the recipients did not know the date of their next vaccination appointment. The results indicate that immunization services in public community centers have many shortcomings. To address these issues, it is necessary to implement a training policy and to provide appropriate equipment and supervision. PMID:23472984

  16. 76 FR 59664 - Membership of the Defense Contract Audit Agency Senior Executive Service Performance Review Boards

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-09-27

    ... Service (SES) performance appraisals and make recommendations to the Director, DCAA, regarding final performance ratings and performance awards for DCAA SES members. DATES: Effective Date: Upon publication...

  17. 75 FR 57906 - Membership of the Defense Contract Audit Agency Senior Executive Service Performance Review Boards

    Federal Register 2010, 2011, 2012, 2013, 2014

    2010-09-23

    ... Performance Review Boards provide fair and impartial review of Senior Executive Service (SES) performance... performance awards for DCAA SES members. DATES: Effective upon publication of this notice. FOR...

  18. Private sector delivery of health services in developing countries: a mixed-methods study on quality assurance in social franchises

    PubMed Central

    2013-01-01

    Background Across the developing world health care services are most often delivered in the private sector and social franchising has emerged, over the past decade, as an increasingly popular method of private sector health care delivery. Social franchising aims to strengthen business practices through economies of scale: branding clinics and purchasing drugs in bulk at wholesale prices. While quality is one of the established goals of social franchising, there is no published documentation of how quality levels might be set in the context of franchised private providers, nor what quality assurance measures can or should exist within social franchises. The aim of this study was to better understand the quality assurance systems currently utilized in social franchises, and to determine if there are shared standards for practice or quality outcomes that exist across programs. Methods The study included three data sources and levels of investigation: 1) Self-reported program data; 2) Scoping telephone interviews; and 3) In-depth field interviews and clinic visits. Results Social Franchises conceive of quality assurance not as an independent activity, but rather as a goal that is incorporated into all areas of franchise operations, including recruitment, training, monitoring of provider performance, monitoring of client experience and the provision of feedback. Conclusions These findings are the first evidence to support the 2002 conceptual model of social franchising which proposed that the assurance of quality was one of the three core goals of all social franchises. However, while quality is important to franchise programs, quality assurance systems overall are not reflective of the evidence to-date on quality measurement or quality improvement best practices. Future research in this area is needed to better understand the details of quality assurance systems as applied in social franchise programs, the process by which quality assurance becomes a part of the

  19. Microbial Air Quality and Bacterial Surface Contamination in Ambulances During Patient Services

    PubMed Central

    Luksamijarulkul, Pipat; Pipitsangjan, Sirikun

    2015-01-01

    Objectives We sought to assess microbial air quality and bacterial surface contamination on medical instruments and the surrounding areas among 30 ambulance runs during service. Methods We performed a cross-sectional study of 106 air samples collected from 30 ambulances before patient services and 212 air samples collected during patient services to assess the bacterial and fungal counts at the two time points. Additionally, 226 surface swab samples were collected from medical instrument surfaces and the surrounding areas before and after ambulance runs. Groups or genus of isolated bacteria and fungi were preliminarily identified by Gram’s stain and lactophenol cotton blue. Data were analyzed using descriptive statistics, t-test, and Pearson’s correlation coefficient with a p-value of less than 0.050 considered significant. Results The mean and standard deviation of bacterial and fungal counts at the start of ambulance runs were 318±485cfu/m3 and 522±581cfu/m3, respectively. Bacterial counts during patient services were 468±607cfu/m3 and fungal counts were 656±612cfu/m3. Mean bacterial and fungal counts during patient services were significantly higher than those at the start of ambulance runs, p=0.005 and p=0.030, respectively. For surface contamination, the overall bacterial counts before and after patient services were 0.8±0.7cfu/cm2 and 1.3±1.1cfu/cm2, respectively (p<0.001). The predominant isolated bacteria and fungi were Staphylococcus spp. and Aspergillus spp., respectively. Additionally, there was a significantly positive correlation between bacterial (r=0.3, p<0.010) and fungal counts (r=0.2, p=0.020) in air samples and bacterial counts on medical instruments and allocated areas. Conclusions This study revealed high microbial contamination (bacterial and fungal) in ambulance air during services and higher bacterial contamination on medical instrument surfaces and allocated areas after ambulance services compared to the start of ambulance runs

  20. Integration of High-Performance Computing into Cloud Computing Services

    NASA Astrophysics Data System (ADS)

    Vouk, Mladen A.; Sills, Eric; Dreher, Patrick

    High-Performance Computing (HPC) projects span a spectrum of computer hardware implementations ranging from peta-flop supercomputers, high-end tera-flop facilities running a variety of operating systems and applications, to mid-range and smaller computational clusters used for HPC application development, pilot runs and prototype staging clusters. What they all have in common is that they operate as a stand-alone system rather than a scalable and shared user re-configurable resource. The advent of cloud computing has changed the traditional HPC implementation. In this article, we will discuss a very successful production-level architecture and policy framework for supporting HPC services within a more general cloud computing infrastructure. This integrated environment, called Virtual Computing Lab (VCL), has been operating at NC State since fall 2004. Nearly 8,500,000 HPC CPU-Hrs were delivered by this environment to NC State faculty and students during 2009. In addition, we present and discuss operational data that show that integration of HPC and non-HPC (or general VCL) services in a cloud can substantially reduce the cost of delivering cloud services (down to cents per CPU hour).

  1. Does empowering resident families or nursing home employees in decision making improve service quality?

    PubMed

    Hamann, Darla J

    2014-08-01

    This research examines how the empowerment of residents' family members and nursing home employees in managerial decision making is related to service quality. The study was conducted using data from 33 nursing homes in the United States. Surveys were administered to more than 1,000 employees on-site and mailed to the primary-contact family member of each resident. The resulting multilevel data were analyzed using hierarchical linear modeling. The empowerment of families in decision making was positively associated with their perceptions of service quality. The empowerment of nursing staff in decision making was more strongly related to service quality than the empowerment of nonnursing staff. Among nursing staff, the empowerment of nursing assistants improved service quality more than the empowerment of nurses. PMID:24652909

  2. Product Performance and Servicing: An Examination of Consumer Problems and Business Responses. Report of the Sub-Council on Performance and Service of the National Business Council for Consumer Affairs.

    ERIC Educational Resources Information Center

    National Business Council for Consumer Affairs, Washington, DC.

    This report discusses consumer and corporate problems associated with product performance and servicing of consumer durables (such as automobiles, large and small appliances, and televisions and phonographs), and outlines action which should be taken by manufacturers, trade and professional associations, and government to assure quality and…

  3. Performance measures and criteria for hydrologic and water quality models

    Technology Transfer Automated Retrieval System (TEKTRAN)

    Performance measures and criteria are essential for model calibration and validation. This presentation will include a summary of one of the papers that will be included in the 2014 Hydrologic and Water Quality Model Calibration & Validation Guidelines Special Collection of the ASABE Transactions. T...

  4. Indoor air quality standards of performance applications guide

    SciTech Connect

    Linder, R.J.; Dorgan, C.B.; Dorgan, C.E.

    1999-07-01

    This paper discusses the development and application of standards of performance (SOPs) for HVAC and R equipment, plumbing systems, and building envelope systems in relation to maintaining acceptable indoor air quality (IAQ) in buildings. The utilization of the SOP procedure, developed in ASHRAE Research Project 853, will aid in the proper operation of systems and verify that acceptable building IAQ levels are obtained.

  5. College Quality and Employee Job Performance: Evidence from Naval Officers.

    ERIC Educational Resources Information Center

    Bowman, William R.; Mehay, Stephen L.

    2002-01-01

    A study of college graduates working as Navy officers found that staff officers who graduated from private schools, regardless of quality, received better performance appraisals. Line officers who graduated from top-ranked public or private schools received better early-career appraisals. In both groups, graduates of top-rated private schools were…

  6. Performance Indicators and the Management of Quality in Education.

    ERIC Educational Resources Information Center

    Cuttance, Peter

    Issues that affect the use of performance indicators in managing educational quality are discussed in this paper. Recent changes in public-sector organizational management include the development of strategies for the management of change itself and the changing role of the public sector. A trend within the public sector is an increase in the…

  7. Quality of Feedback Following Performance Assessments: Does Assessor Expertise Matter?

    ERIC Educational Resources Information Center

    Govaerts, Marjan J. B.; van de Wiel, Margje W. J.; van der Vleuten, Cees P. M.

    2013-01-01

    Purpose: This study aims to investigate quality of feedback as offered by supervisor-assessors with varying levels of assessor expertise following assessment of performance in residency training in a health care setting. It furthermore investigates if and how different levels of assessor expertise influence feedback characteristics.…

  8. DEVELOPMENT OF SUSPENDED SOLIDS QUALITY CONTROL AND PERFORMANCE EVALUATION SAMPLES

    EPA Science Inventory

    A two phase study was conducted to develop a synthetic suspended solids sample for use as quality control check and performance evaluation within environmental monitoring laboratories. The first phase consisted of a feasibility study to determine compounds that exhibited the opti...

  9. Total Quality Management Practices and Their Effects on Organizational Performance

    ERIC Educational Resources Information Center

    Hung, Richard Yu-Yuan; Lien, Bella Ya-Hui

    2004-01-01

    This paper reports a study designed to examine the key concepts of Total Quality Management (TQM) implementation and their effects on organizational performance. Process Alignment and People Involvement are two key concepts for successful implementation of TQM. The purpose of this paper is to discuss how these two constructs affect organizational…

  10. Assessing College Student Perceptions of Instructor Customer Service via the Quality of Instructor Service to Students (QISS) Questionnaire

    ERIC Educational Resources Information Center

    Emanuel, Richard; Adams, J. N.

    2006-01-01

    This study presents the results of a three-step project designed to: (1) identify what students perceive to be quality service as offered by instructors, (2) relate the dimensions identified to an appropriate survey instrument (the QISS) and pilot-test the instrument, and (3) survey a stratified representative sample of the undergraduate…

  11. An Empirical Investigation of the Relationships between Service Quality, Satisfaction and Behavioral Intentions among Visitors to a Wildlife Refuge.

    ERIC Educational Resources Information Center

    Tian-Cole, Shu; Crompton, John L.; Willson, Victor L.

    2002-01-01

    Collected data from wildlife refuge visitors to examine relationships between service quality, satisfaction, and behavioral intentions. Specific psychological benefits visitors obtained from the visit did not significantly contribute to perceptions of service quality. Results verified the existence of service quality and visitor satisfaction at…

  12. Tutorial on optical metropolitan networks: packet format, MAC protocols, and quality of service

    NASA Astrophysics Data System (ADS)

    Atmaca, Tülin; Nguyen, Viet Hung; Popa, Daniel

    2007-11-01

    The unprecedented proliferation of packet-based services such as numerical television, video on demand, is pushing Metropolitan Area Networks (MANs) providers to reconsider their network infrastructures. The existing circuit-based networks are becoming inefficient and costly in supporting the new requirements in terms of quality of service and bandwidth of sporadic packet-based traffic. To solve this problem, new MAN infrastructures are needed. Many propositions of new network solutions were made during the last decade in order to respond to the aforementioned issues, such as Next Generation SONET/SDH, Resilient Packet Ring (RPR). Among others, the optical networking technology appears as a technology of choice for the next generation MANs. The main benefit of optical technology can be resumed in the following terms: huge transmission capacity, high reliability, and high availability. This paper is devoted to provide an overview of the MAN infrastructure, and particularly to its evolution towards optical packet switching (OPS) networks, during the last decades. It also highlights performance issues in optical networking in metro area in terms of optical packet format, medium access control (MAC) protocol and quality of service (QoS), as well as traffic engineering issues. We first begin with a brief state-of-the-art and perspective on optical networking in metropolitan area. Next, we provide the necessary arguments for an answer to the problem of the choice of packet format (fixed format versus variable format) to be adopted in future metropolitan optical packet switching networks. Comparison of different optical packet formats at the electronic to optical (E/O) interface is carried out, followed by the analysis of the impact of optical packet format choices on overall network performance. Then, we explore the performance issue at MAC layer and discuss improvement mechanisms for MAC protocol. Here, fairness and bandwidth utilization issues are specifically

  13. U.S. Federal Water Quality Web Service Collaboration

    NASA Astrophysics Data System (ADS)

    Scott, Jonathon; Gellenbeck, Dorinda; Young, Dwane; Booth, Nathaniel

    2008-12-01

    The U.S. Geological Survey (USGS) and the U.S. Environmental Protection Agency (USEPA) have developed collaborative capabilities for the retrieval of water quality data using the World Wide Web [Young, 2008]. Since September 2008, these new capabilities have facilitated searches of millions of analytical measurements from water quality samples collected during the past 100 years. The new system improves, in several ways, on the previous approach to obtaining data from these agencies, and it establishes a framework for future enhancements. As a result of creating these capabilities, an investigator will be able to explore the entire USGS and USEPA water quality data holdings without needing to know which agency manages the desired data.

  14. Influence of Security Mechanisms on the Quality of Service of VoIP

    NASA Astrophysics Data System (ADS)

    Backs, Peter; Pohlmann, Norbert

    While Voice over IP (VoIP) is advancing rapidly in the telecommunications market, the interest to protect the data transmitted by this new service is also rising. However, in contrast to other internet services such as email or HTTP, VoIP is real-time media, and therefore must meet a special requirement referred to as Quality-of-Service to provide a comfortable flow of speech. Speech quality is worsened when transmitted over the network due to delays in transmission or loss of packets. Often, voice quality is at a level that even prevents comprehensive dialog. Therefore, an administrator who is to setup a VoIP infrastructure might consider avoiding additional decreases in voice quality resulting from security mechanisms, and might leave internet telephony unprotected as a result. The inspiration for this paper is to illustrate that security mechanisms have negligible impact on speech quality and should in fact be encouraged.

  15. Performance of new alternative providers of primary care services in England: an observational study

    PubMed Central

    Greaves, Felix; Laverty, Anthony A; Pape, Utz; Ratneswaren, Anenta; Majeed, Azeem

    2015-01-01

    Summary Objectives Health system reforms in England are opening broad areas of clinical practice to new providers of care. As part of these reforms, new entrants – including private companies – have been allowed into the primary care market under ‘alternative provider of medical services’ contracting mechanisms since 2004. The characteristics and performance of general practices working under new alternative provider contracts are not well described. We sought to compare the quality of care provided by new entrant providers to that provided by the traditional model of general practice. Design Open cohort study of English general practices. We used linear regression in cross-sectional and time series analyses, adjusting for practice and population characteristics, to compare quality in practices using alternative provider contracts to traditional practices. We created regression models using practice fixed effects to estimate the impact of practices changing to the new contract type. Setting The English National Health Service. Participants All general practices open from 2008/2009 to 2012/2013. Main outcome measures Seventeen established quality indicators – covering clinical effectiveness, efficiency, access and patient experience. Results In total, 4.1% (347 of 8300) of general practices in England were run by alternative contract providers. These practices tended to be smaller, and serve younger, more diverse and more deprived populations than traditional providers. Practices run by alternative providers performed worse than traditional providers on 15 of 17 indicators after adjusting for practice and population characteristics (p < 0.01 for all). Switching to a new alternative provider contract did not result in improved performance. Conclusions The introduction of new alternative providers to deliver primary care services in England has not led to improvements in quality and may have resulted in worse care. Regulators should ensure that new

  16. Investigating the quality of video consultations performed using fourth generation (4G) mobile telecommunications.

    PubMed

    Caffery, Liam J; Smith, Anthony C

    2015-09-01

    The use of fourth-generation (4G) mobile telecommunications to provide real-time video consultations were investigated in this study with the aims of determining if 4G is a suitable telecommunications technology; and secondly, to identify if variation in perceived audio and video quality were due to underlying network performance. Three patient end-points that used 4G Internet connections were evaluated. Consulting clinicians recorded their perception of audio and video quality using the International Telecommunications Union scales during clinics with these patient end-points. These scores were used to calculate a mean opinion score (MOS). The network performance metrics were obtained for each session and the relationships between these metrics and the session's quality scores were tested. Clinicians scored the quality of 50 hours of video consultations, involving 36 clinic sessions. The MOS for audio was 4.1 ± 0.62 and the MOS for video was 4.4 ± 0.22. Image impairment and effort to listen were also rated favourably. There was no correlation between audio or video quality and the network metrics of packet loss or jitter. These findings suggest that 4G networks are an appropriate telecommunication technology to deliver real-time video consultations. Variations in quality scores observed during this study were not explained by the packet loss and jitter in the underlying network. Before establishing a telemedicine service, the performance of the 4G network should be assessed at the location of the proposed service. This is due to known variability in performance of 4G networks. PMID:25766856

  17. Performance of the Lot Quality Assurance Sampling Method Compared to Surveillance for Identifying Inadequately-performing Areas in Matlab, Bangladesh

    PubMed Central

    Hanifi, S.M.A.; Roy, Nikhil; Streatfield, P. Kim

    2007-01-01

    This paper compared the performance of the lot quality assurance sampling (LQAS) method in identifying inadequately-performing health work-areas with that of using health and demographic surveillance system (HDSS) data and examined the feasibility of applying the method by field-level programme supervisors. The study was carried out in Matlab, the field site of ICDDR,B, where a HDSS has been in place for over 30 years. The LQAS method was applied in 57 work-areas of community health workers in ICDDR,B-served areas in Matlab during July-September 2002. The performance of the LQAS method in identifying work-areas with adequate and inadequate coverage of various health services was compared with those of the HDSS. The health service-coverage indicators included coverage of DPT, measles, BCG vaccination, and contraceptive use. It was observed that the difference in the proportion of work-areas identified to be inadequately performing using the LQAS method with less than 30 respondents, and the HDSS was not statistically significant. The consistency between the LQAS method and the HDSS in identifying work-areas was greater for adequately-performing areas than inadequately-performing areas. It was also observed that the field managers could be trained to apply the LQAS method in monitoring their performance in reaching the target population. PMID:17615902

  18. Assessing the service quality of Iran military hospitals: Joint Commission International standards and Analytic Hierarchy Process (AHP) technique

    PubMed Central

    Bahadori, Mohammadkarim; Ravangard, Ramin; Yaghoubi, Maryam; Alimohammadzadeh, Khalil

    2014-01-01

    Background: Military hospitals are responsible for preserving, restoring and improving the health of not only armed forces, but also other people. According to the military organizations strategy, which is being a leader and pioneer in all areas, providing quality health services is one of the main goals of the military health care organizations. This study was aimed to evaluate the service quality of selected military hospitals in Iran based on the Joint Commission International (JCI) standards and comparing these hospitals with each other and ranking them using the analytic hierarchy process (AHP) technique in 2013. Materials and Methods: This was a cross-sectional and descriptive study conducted on five military hospitals, selected using the purposive sampling method, in 2013. Required data collected using checklists of accreditation standards and nominal group technique. AHP technique was used for prioritizing. Furthermore, Expert Choice 11.0 was used to analyze the collected data. Results: Among JCI standards, the standards of access to care and continuity of care (weight = 0.122), quality improvement and patient safety (weight = 0.121) and leadership and management (weight = 0.117) had the greatest importance, respectively. Furthermore, in the overall ranking, BGT (weight = 0.369), IHM (0.238), SAU (0.202), IHK (weight = 0.125) and SAB (weight = 0.066) ranked first to fifth, respectively. Conclusion: AHP is an appropriate technique for measuring the overall performance of hospitals and their quality of services. It is a holistic approach that takes all hospital processes into consideration. The results of the present study can be used to improve hospitals performance through identifying areas, which are in need of focus for quality improvement and selecting strategies to improve service quality. PMID:25250364

  19. Development of Performance Standards for Employment Service. Volume 4: Handbook for Analyzing Local ES Performance.

    ERIC Educational Resources Information Center

    Fairchild, Charles K.

    The objective of the project was to develop methods for establishing output and input performance standards for the placement and placement-support functions of the U.S. Employment Service (ES). Volume 4, a preliminary or working handbook, contains all forms, guidelines, procedures, and training materials for primary data collection and analysis…

  20. A Longitudinal Sociological Monitoring of Customers' Satisfaction with the Quality of Educational Services

    ERIC Educational Resources Information Center

    Gaidukova, G. N.

    2014-01-01

    Research data on levels of satisfaction with educational services in a Russian university show room for improvement in such areas as vocational guidance work; range of opportunities in the choice of specialization and optional disciplines; availability of academic and methodological literature; the quality of food services; and amount of practical…

  1. How Students Rate the Quality Service Climate on Campus. National Research Report, 2011

    ERIC Educational Resources Information Center

    Noel-Levitz, Inc, 2011

    2011-01-01

    How satisfied are students with the service they receive--and how important is it to them? This report documents significant strides that colleges and universities have made in recent years to improve service quality and their overall campus climate, yet also finds that campuses still have room for improvement. A few highlights: (1) While progress…

  2. How Students Rate the Quality Service Climate on Campus. National Research Report, 2012

    ERIC Educational Resources Information Center

    Noel-Levitz, Inc, 2012

    2012-01-01

    How satisfied are students with the service they receive--and how important is it to them? This report documents significant strides that colleges and universities have made in recent years to improve service quality and their overall campus climate, yet also finds that campuses still have room for improvement. A few highlights: (1) While progress…

  3. The Effect of Regulation on the Quality of Early Childhood Services in Ireland

    ERIC Educational Resources Information Center

    O'Kane, Mary

    2005-01-01

    The first legislative control over early education services in Ireland came into place in 1996, in the form of the Child Care (Pre-School Services) Regulations (Department of Health, 1996). The research hypothesis of this study was that the implementation of the Regulations would have had an impact on quality of early childhood care and education…

  4. Measuring Service Quality in Higher Education: A South African Case Study

    ERIC Educational Resources Information Center

    Green, Paul

    2014-01-01

    The goal of this paper is to report on the SERVQUAL gap which causes unsuccessful service delivery at a University of Technology in South Africa. Using a quantitative research design, the study adopts a SERVQUAL model adapted to a tertiary environment containing five dimensions of service quality (tangibles, responsiveness, empathy, assurance, and…

  5. Improving Reference Service: The Case for Using a Continuous Quality Improvement Method.

    ERIC Educational Resources Information Center

    Aluri, Rao

    1993-01-01

    Discusses the evaluation of library reference service; examines problems with past evaluations, including the lack of long-term planning and a systems perspective; and suggests a method for continuously monitoring and improving reference service using quality improvement tools such as checklists, cause and effect diagrams, Pareto charts, and…

  6. 42 CFR 456.6 - Review by State medical agency of appropriateness and quality of services.

    Code of Federal Regulations, 2013 CFR

    2013-10-01

    ... 42 Public Health 4 2013-10-01 2013-10-01 false Review by State medical agency of appropriateness and quality of services. 456.6 Section 456.6 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES... Medicaid agency must have an agreement with the State health agency or other appropriate State...

  7. 42 CFR 456.6 - Review by State medical agency of appropriateness and quality of services.

    Code of Federal Regulations, 2014 CFR

    2014-10-01

    ... 42 Public Health 4 2014-10-01 2014-10-01 false Review by State medical agency of appropriateness and quality of services. 456.6 Section 456.6 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES... Medicaid agency must have an agreement with the State health agency or other appropriate State...

  8. 42 CFR 456.6 - Review by State medical agency of appropriateness and quality of services.

    Code of Federal Regulations, 2010 CFR

    2010-10-01

    ... 42 Public Health 4 2010-10-01 2010-10-01 false Review by State medical agency of appropriateness and quality of services. 456.6 Section 456.6 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES... Medicaid agency must have an agreement with the State health agency or other appropriate State...

  9. 42 CFR 456.6 - Review by State medical agency of appropriateness and quality of services.

    Code of Federal Regulations, 2012 CFR

    2012-10-01

    ... 42 Public Health 4 2012-10-01 2012-10-01 false Review by State medical agency of appropriateness and quality of services. 456.6 Section 456.6 Public Health CENTERS FOR MEDICARE & MEDICAID SERVICES... Medicaid agency must have an agreement with the State health agency or other appropriate State...

  10. Assessing Quality of Pre-Service Physics Teachers' Written Arguments

    ERIC Educational Resources Information Center

    Aydeniz, Mehmet; Gürçay, Deniz

    2013-01-01

    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…

  11. Measuring the Effect of Tourism Services on Travelers' Quality of Life: Further Validation.

    ERIC Educational Resources Information Center

    Neal, Janet D.; Sirgy, M. Joseph; Uysal, Muzaffer

    2004-01-01

    lication and extension study provided additional validational support of the original tourism services satisfaction measure in relation to QOL-related measures.Neal, Sirgy and Uysal (1999) developed a model and a measure to capture the effect of tourism services on travelers' quality of life (QOL). They hypothesized that travelers' overall life…

  12. Assessment of Students' Satisfaction of Service Quality in Takoradi Polytechnic: The Students' Perspective

    ERIC Educational Resources Information Center

    Anwowie, Samuel; Amoako, Joseph; Abrefa, Amma Adomaa

    2015-01-01

    Higher educational institutions are increasingly placing greater emphasis on meeting students' expectations and needs as student perceptions of higher educational facilities and services are becoming more important. To investigate students' satisfaction of service quality at the Takoradi Polytechnic, a study was conducted using the SERVQUAL…

  13. Perceptions of International Students on Service Quality Delivery in a Malaysian Public University

    ERIC Educational Resources Information Center

    Njie, Baboucarr; Asimiran, Soaib; Baki, Roselan

    2012-01-01

    Purpose: The purpose of this study is to explore the perceptions of international students of service quality delivery (SQD) in a Malaysian public university. Design/methodology/approach: The study was limited to the University's immediate physical environment and its associated human and systems-based services. The physical environment in this…

  14. Measuring Service Quality in Higher Education: Development of a Hierarchical Model (HESQUAL)

    ERIC Educational Resources Information Center

    Teeroovengadum, Viraiyan; Kamalanabhan, T. J.; Seebaluck, Ashley Keshwar

    2016-01-01

    Purpose: This paper aims to develop and empirically test a hierarchical model for measuring service quality in higher education. Design/methodology/approach: The first phase of the study consisted of qualitative research methods and a comprehensive literature review, which allowed the development of a conceptual model comprising 53 service quality…

  15. Role of Service Learning in Water Quality Studies

    ERIC Educational Resources Information Center

    Richards, Wilfred Sugumar

    2009-01-01

    Background: Chemistry students often complain that they are unmotivated because they see no applications of chemical principles in "real life." It was thus decided to put into use the knowledge gained during the course on water quality and analysis. Learning the principles of quantitative chemical analysis requires innovative, hands-on laboratory…

  16. Using Marketing Research Techniques To Improve Quality and Service.

    ERIC Educational Resources Information Center

    Rahilly, Tony

    Marketing in the business world has long used focus group interviews and survey techniques to explore the attitudes, behaviors, and perceptions of their customers. In the college setting, these same techniques are now being used to improve program quality, assess the effectiveness of publications, and explore the image of the college. At Durham…

  17. Quality Management and Information Brokerage.

    ERIC Educational Resources Information Center

    van Halm, Johan

    1995-01-01

    To compete effectively, information brokers need to adopt management and marketing tools; Total Quality Management can upgrade an organization's performance by using customer feedback of its services. SERVQUAL identifies gaps in service by assessing quality expectations versus quality experiences. (AEF)

  18. Food Production, Management, and Services Programs. Food Service Worker. Performance Objectives and Criterion-Referenced Test Items.

    ERIC Educational Resources Information Center

    Missouri Univ., Columbia. Instructional Materials Lab.

    To assist instructors in implementing Missouri's Vocational Instructional Management System into the Food Production, Management, and Services Programs, this guide sets forth the competencies identified and validated by occupational food service instructors and personnel from the food service industry. A minimum of two performance objectives per…

  19. Activity cost analysis: a tool to cost medical services and improve quality of care.

    PubMed

    Udpa, S

    2001-01-01

    This paper suggests an activity-based cost (ABC) system as the appropriate cost accounting system to measure and control costs under the microstatistical episode of care (EOC) paradigm suggested by D. W. Emery (1999). ABC systems work well in such an environment because they focus on activities performed to provide services in the delivery of care. Thus, under an ABC system it is not only possible to accurately cost episodes of care but also to more effectively monitor and improve the quality of care. Under the ABC system, costs are first traced to activities and then traced from the activities to units of episodic care using cost drivers based on the consumption of activity resources. PMID:11556054

  20. Using the RxNorm web services API for quality assurance purposes.

    PubMed

    Peters, Lee; Bodenreider, Olivier

    2008-01-01

    Auditing large, rapidly evolving terminological systems is still a challenge. In the case of RxNorm, a standardized nomenclature for clinical drugs, we argue that quality assurance processes can benefit from the recently released application programming interface (API) provided by RxNav. We demonstrate the usefulness of the API by performing a systematic comparison of alternative paths in the RxNorm graph, over several thousands of drug entities. This study revealed potential errors in RxNorm, currently under review. The results also prompted us to modify the implementation of RxNav to navigate the RxNorm graph more accurately. The RxNav web services API used in this experiment is robust and fast. PMID:18999038