Modeling and simulation of queuing system for customer service improvement: A case study

NASA Astrophysics Data System (ADS)

Xian, Tan Chai; Hong, Chai Weng; Hawari, Nurul Nazihah

2016-10-01

This study aims to develop a queuing model at UniMall by using discrete event simulation approach in analyzing the service performance that affects customer satisfaction. The performance measures that considered in this model are such as the average time in system, the total number of student served, the number of student in waiting queue, the waiting time in queue as well as the maximum length of buffer. ARENA simulation software is used to develop a simulation model and the output is analyzed. Based on the analysis of output, it is recommended that management of UniMall consider introducing shifts and adding another payment counter in the morning.

Fundamental performance differences between CMOS and CCD imagers: part III

NASA Astrophysics Data System (ADS)

Janesick, James; Pinter, Jeff; Potter, Robert; Elliott, Tom; Andrews, James; Tower, John; Cheng, John; Bishop, Jeanne

2009-08-01

This paper is a status report on recent scientific CMOS imager developments since when previous publications were written. Focus today is being given on CMOS design and process optimization because fundamental problems affecting performance are now reasonably well understood. Topics found in this paper include discussions on a low cost custom scientific CMOS fabrication approach, substrate bias for deep depletion imagers, near IR and x-ray point-spread performance, custom fabricated high resisitivity epitaxial and SOI silicon wafers for backside illuminated imagers, buried channel MOSFETs for ultra low noise performance, 1 e- charge transfer imagers, high speed transfer pixels, RTS/ flicker noise versus MOSFET geometry, pixel offset and gain non uniformity measurements, high S/N dCDS/aCDS signal processors, pixel thermal dark current sources, radiation damage topics, CCDs fabricated in CMOS and future large CMOS imagers planned at Sarnoff.

Do it well and do it right: The impact of service climate and ethical climate on business performance and the boundary conditions.

PubMed

Jiang, Kaifeng; Hu, Jia; Hong, Ying; Liao, Hui; Liu, Songbo

2016-11-01

Prior research has demonstrated that service climate can enhance unit performance by guiding employees' service behavior to satisfy customers. Extending this literature, we identified ethical climate toward customers as another indispensable organizational climate in service contexts and examined how and when service climate operates in conjunction with ethical climate to enhance business performance of service units. Based on data collected in 2 phases over 6 months from multiple sources of 196 movie theaters, we found that service climate and ethical climate had disparate impacts on business performance, operationalized as an index of customer attendance rate and operating income per labor hour, by enhancing service behavior and reducing unethical behavior, respectively. Furthermore, we found that service behavior and unethical behavior interacted to affect business performance, in such a way that service behavior was more positively related to business performance when unethical behavior was low than when it was high. This interactive effect between service and unethical behaviors was further strengthened by high market turbulence and competitive intensity. These findings provide new insight into theoretical development of service management and offer practical implications about how to maximize business performance of service units by managing organizational climates and employee behaviors synergistically. (PsycINFO Database Record (c) 2016 APA, all rights reserved).

Information asymmetry, social networking site word of mouth, and mobility effects on social commerce in Korea.

PubMed

Hwang, In Jeong; Lee, Bong Gyou; Kim, Ki Youn

2014-02-01

The purpose of this research is to examine the issues that affect customers' behavioral character and purchasing behavior. The study proposes a research hypothesis with independent variables that include social presence, trust, and information asymmetry, and the dependent variable purchase decision making, to explain differentiated customer decision making processes in social commerce (S-commerce). To prove the hypothesis, positive verification was performed by focusing on mediating effects through a customer uncertainty variable and moderating effects through mobility and social networking site word of mouth (SNS WOM) variables. The number of studies on customer trends has rapidly increased together with the market size of S-commerce. However, few studies have examined the negative variables that make customers hesitant to make decisions in S-commerce. This study investigates the causes of customer uncertainty and focuses on deducing the control variables that offset this negative relationship. The study finds that in customers' S-commerce purchasing actions, the SNS WOM and mobility variables show control effects between information asymmetry and uncertainty and between trust and uncertainty. Additionally, this research defines the variables related to customer uncertainty that are hidden in S-commerce, and statistically verifies their relationship. The research results can be used in Internet marketing practices to establish marketing mix strategies for customer demand or as research data to predict customer behavior. The results are scientifically meaningful as a precedent for research on customers in S-commerce.

Right Fronto-Temporal EEG can Differentiate the Affective Responses to Award-Winning Advertisements.

PubMed

Wang, Regina W Y; Huarng, Shy-Peih; Chuang, Shang-Wen

2018-04-01

Affective engineering aims to improve service/product design by translating the customer's psychological feelings. Award-winning advertisements (AAs) were selected on the basis of the professional standards that consider creativity as a prerequisite. However, it is unknown if AA is related to satisfactory advertising performance among customers or only to the experts' viewpoints towards the advertisements. This issue in the field of affective engineering and design merits in-depth evaluation. We recruited 30 subjects and performed an electroencephalography (EEG) experiment while watching AAs and non-AAs (NAAs). The event-related potential (ERP) data showed that AAs evoked larger positive potentials 250-1400 [Formula: see text]ms after stimulus onset, particularly in the right fronto-temporal regions. The behavioral results were consistent with the professional recognition given to AAs by experts. The perceived levels of creativity and "product-like" quality were higher for the AAs than for the NAAs. Event-related spectral perturbation (ERSP) analysis further revealed statistically significant differences in the theta, alpha, beta, and gamma band activity in the right fronto-temporal regions between the AAs and NAAs. Our results confirm that EEG features from the time/frequency domains can differentiate affective responses to AAs at a neural circuit level, and provide scientific evidence to support the identification of AAs.

19 CFR 24.1 - Collection of Customs duties, taxes, fees, interest, and other charges.

Code of Federal Regulations, 2010 CFR

2010-04-01

... United States currency or coin legally current at time of acceptance shall be accepted. (2) Any bank... Customs, may be used for the payment of duties, taxes, fees, and/or other charges at designated Customs... Federal Register citations affecting § 24.1, see the List of CFR Sections Affected, which appears in the...

DOE Office of Scientific and Technical Information (OSTI.GOV)

Barbose, Galen; Wiser, Ryan; Bolinger, Mark

In the U.S., the increasing financial support for customer-sited photovoltaic (PV) systems provided through publicly-funded incentive programs has heightened concerns about the long-term performance of these systems. Given the barriers that customers face to ensuring that their PV systems perform well, and the responsibility that PV incentive programs bear to ensure that public funds are prudently spent, these programs should, and often do, play a critical role in addressing PV system performance. To provide a point of reference for assessing the current state of the art, and to inform program design efforts going forward, we examine the approaches to encouragingmore » PV system performance used by 32 prominent PV incentive programs in the U.S. We identify eight general strategies or groups of related strategies that these programs have used to address factors that affect performance, and describe key implementation details. Based on this review, we then offer recommendations for how PV incentive programs can be effectively designed to mitigate potential performance issues.« less

Performance assessment and optimisation of a large information system by combined customer relationship management and resilience engineering: a mathematical programming approach

NASA Astrophysics Data System (ADS)

Azadeh, A.; Foroozan, H.; Ashjari, B.; Motevali Haghighi, S.; Yazdanparast, R.; Saberi, M.; Torki Nejad, M.

2017-10-01

ISs and ITs play a critical role in large complex gas corporations. Many factors such as human, organisational and environmental factors affect IS in an organisation. Therefore, investigating ISs success is considered to be a complex problem. Also, because of the competitive business environment and the high amount of information flow in organisations, new issues like resilient ISs and successful customer relationship management (CRM) have emerged. A resilient IS will provide sustainable delivery of information to internal and external customers. This paper presents an integrated approach to enhance and optimise the performance of each component of a large IS based on CRM and resilience engineering (RE) in a gas company. The enhancement of the performance can help ISs to perform business tasks efficiently. The data are collected from standard questionnaires. It is then analysed by data envelopment analysis by selecting the optimal mathematical programming approach. The selected model is validated and verified by principle component analysis method. Finally, CRM and RE factors are identified as influential factors through sensitivity analysis for this particular case study. To the best of our knowledge, this is the first study for performance assessment and optimisation of large IS by combined RE and CRM.

77 FR 10762 - Agency Information Collection Activities: Declaration of Person Who Performed Repairs

Federal Register 2010, 2011, 2012, 2013, 2014

2012-02-23

... collection techniques or the use of other forms of information technology; and (e) the annual cost burden to... to the information collected. Type of Review: Extension (without change). Affected Public: Businesses... DEPARTMENT OF HOMELAND SECURITY U.S. Customs and Border Protection Agency Information Collection...

Incorporating Non-energy Benefits into Energy Savings Performance Contracts

DOE Office of Scientific and Technical Information (OSTI.GOV)

Larsen, Peter; Goldman, Charles; Gilligan, Donald

2012-06-01

This paper evaluates the issue of non-energy benefits within the context of the U.S. energy services company (ESCO) industry?a growing industry comprised of companies that provide energy savings and other benefits to customers through the use of performance-based contracting. Recent analysis has found that ESCO projects in the public/institutional sector, especially at K-12 schools, are using performance-based contracting, at the behest of the customers, to partially -- but not fully -- offset substantial accumulated deferred maintenance needs (e.g., asbestos removal, wiring) and measures that have very long paybacks (roof replacement). This trend is affecting the traditional economic measures policymakers usemore » to evaluate success on a benefit to cost basis. Moreover, the value of non-energy benefits which can offset some or all of the cost of the non-energy measures -- including operations and maintenance (O&M) savings, avoided capital costs, and tradable pollution emissions allowances-- are not always incorporated into a formal cost-effectiveness analysis of ESCO projects. Nonenergy benefits are clearly important to customers, but state and federal laws that govern the acceptance of these types of benefits for ESCO projects vary widely (i.e., 0-100percent of allowable savings can come from one or more non-energy categories). Clear and consistent guidance on what types of savings are recognized in Energy Savings agreements under performance contracts is necessary, particularly where customers are searching for deep energy efficiency gains in the building sector.« less

Factors affecting pharmacy engagement and pharmacy customer devotion in community pharmacy: A structural equation modeling approach.

PubMed

Nitadpakorn, Sujin; Farris, Karen B; Kittisopee, Tanattha

2017-01-01

The concept of customer engagement and devotion has been applied in various service businesses to keep the customers with business However, a limited number of studies were performed to examine the context of customer engagement and devotion in pharmacy business which focus on the impact of customer perceptions about pharmacists, perceived quality of pharmacy structure, medication price strategy on pharmacy engagement and pharmacy customer devotion in a pharmacy providing pharmaceutical care to the customers. This study aimed to assess a conceptual model depicting the relationships among customer perceptions about pharmacists, pharmacy quality structure, medication price, customer engagement, and customer devotion. And also aimed to assess and measure if there is a direct or indirect relationship between these factors. A quantitative study was conducted by using self-administered questionnaires. Two hundred and fifty three customers who regularly visited the pharmacy were randomly recruited from a purposively selected 30 community pharmacies in Bangkok. The survey was completed during February to April 2016. A structural equation model (SEM) was used to assess the direct and indirect relationships between constructs. A total of 253/300 questionnaires were returned for analysis, and the response rate was 84%. Only perceptions about pharmacist in customers receiving professional pharmacy services was statically significant regarding relationship with pharmacy engagement (beta=0.45). Concurrently, the model from empirical data fit with the hypothetical model (p-value = 0.06, adjusted chi-square (CMIN/DF)=1.16, Goodness of Fit Index (GFI)=0.93, Comparatively Fit Index (CFI)=0.99, and Root Mean Square Error Approximation (RMSEA)=0.03). The study confirmed the indirect positive influence of customer perceptions about pharmacist on pharmacy customer devotion in providing pharmacy services via pharmacy engagement It was customer perceptions about pharmacist that influenced customer retention, positive word of mouth and constructive advice to pharmacies, not quality of pharmacy structure and medication price. To create a long term impact on community pharmacy business, pharmacist is the key success factor.

75 FR 5036 - Submission for OMB Review; Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2010-02-01

... identify areas where service levels differ from customer expectations. Affected Public: Individuals or...). Title: Customer Input--Patent and Trademark Customer Surveys. Form Number(s): None. Agency Approval... their opinions, suggestions, and comments about the USPTO's services, products, and customer service...

Delivering good service: personal resources, job satisfaction and nurses' 'customer' (patient) orientation.

PubMed

Gountas, Sandra; Gountas, John; Soutar, Geoffrey; Mavondo, Felix

2014-07-01

To explore the complex relationships between nurses' personal resources, job satisfaction and 'customer' (patient) orientation. Previous research has shown that nursing is highly intensive, emotionally charged work, which affects nurses' job performance and their customer orientation as well as patient or 'customer' satisfaction. This study contributes to the literature by examining how nurses' personal resources relate to their personal satisfaction and customer orientation and the relationships between them. Specifically, this study explores the effects of two facets of emotional labour (deep acting and surface acting), empathic concern, self-efficacy and emotional exhaustion on personal job satisfaction and customer orientation. We also test the moderating effects of inauthenticity and emotional contagion. A quantitative survey. Data were collected through a self-completion questionnaire administered to a sample of 159 Australian nurses, in a public teaching hospital, in 2010. The data were analysed using Partial Least Square analysis. Partial Least Square analysis indicates that the final model is a good fit to the data (Goodness of Fit = 0.51). Deep acting and surface acting have different effects (positive and negative) on job satisfaction and 'customer' orientation, self-efficacy has a positive effect on both and emotional exhaustion has a positive effect on customer orientation and a negative effect on job satisfaction. The moderating effects of emotional contagion and empathic concern, in the final model, are discussed. Understanding the complex interactions between personal resources, job satisfaction and customer orientation helps to increase service providers' (nurses in this study) personal satisfaction and 'customer' orientation particularly in difficult contexts. © 2013 John Wiley & Sons Ltd.

Emotion Analysis of Telephone Complaints from Customer Based on Affective Computing.

PubMed

Gong, Shuangping; Dai, Yonghui; Ji, Jun; Wang, Jinzhao; Sun, Hai

2015-01-01

Customer complaint has been the important feedback for modern enterprises to improve their product and service quality as well as the customer's loyalty. As one of the commonly used manners in customer complaint, telephone communication carries rich emotional information of speeches, which provides valuable resources for perceiving the customer's satisfaction and studying the complaint handling skills. This paper studies the characteristics of telephone complaint speeches and proposes an analysis method based on affective computing technology, which can recognize the dynamic changes of customer emotions from the conversations between the service staff and the customer. The recognition process includes speaker recognition, emotional feature parameter extraction, and dynamic emotion recognition. Experimental results show that this method is effective and can reach high recognition rates of happy and angry states. It has been successfully applied to the operation quality and service administration in telecom and Internet service company.

Emotion Analysis of Telephone Complaints from Customer Based on Affective Computing

PubMed Central

Gong, Shuangping; Ji, Jun; Wang, Jinzhao; Sun, Hai

2015-01-01

Customer complaint has been the important feedback for modern enterprises to improve their product and service quality as well as the customer's loyalty. As one of the commonly used manners in customer complaint, telephone communication carries rich emotional information of speeches, which provides valuable resources for perceiving the customer's satisfaction and studying the complaint handling skills. This paper studies the characteristics of telephone complaint speeches and proposes an analysis method based on affective computing technology, which can recognize the dynamic changes of customer emotions from the conversations between the service staff and the customer. The recognition process includes speaker recognition, emotional feature parameter extraction, and dynamic emotion recognition. Experimental results show that this method is effective and can reach high recognition rates of happy and angry states. It has been successfully applied to the operation quality and service administration in telecom and Internet service company. PMID:26633967

An examination of the role of perceived support and employee commitment in employee-customer encounters.

PubMed

Vandenberghe, Christian; Bentein, Kathleen; Michon, Richard; Chebat, Jean-Charles; Tremblay, Michel; Fils, Jean-François

2007-07-01

The authors examined the relationships between perceived organizational support, organizational commitment, commitment to customers, and service quality in a fast-food firm. The research design matched customer responses with individual employees' attitudes, making this study a true test of the service provider-customer encounter. On the basis of a sample of matched employee-customer data (N = 133), hierarchical linear modeling analyses revealed that perceived organizational support had both a unit-level and an employee-level effect on 1 dimension of service quality: helping behavior. Contrary to affective organizational commitment, affective commitment to customers enhanced service quality. The 2 sub-dimensions of continuance commitment to the organization--perceived high sacrifice and perceived lack of alternatives--exerted effects opposite in sign: The former fostered service quality, whereas the latter reduced it. The implications of these findings are discussed within the context of research on employee-customer encounters.

The Affective Consequences of Service Work: Managing Emotions on the Job.

ERIC Educational Resources Information Center

Wharton, Amy S.

1993-01-01

Data from 622 workers (83% in hospitals, 17% banks) showed that workers who perform emotional labor (requiring public contact and production of emotional state in customers) are no more likely to suffer emotional exhaustion, especially those with higher job autonomy. Women and those with high autonomy express more job satisfaction. Self-selection…

78 FR 25268 - Proposed Guidance on Deposit Advance Products

Federal Register 2010, 2011, 2012, 2013, 2014

2013-04-30

... affect the institution's ability to establish new or service existing customer relationships. \\5\\ See...: The Length of a Customer's Deposit Relationship With the Bank. Banks should ensure that the customer relationship is of sufficient duration to provide the bank with adequate information regarding the customer's...

Queues with Choice via Delay Differential Equations

NASA Astrophysics Data System (ADS)

Pender, Jamol; Rand, Richard H.; Wesson, Elizabeth

Delay or queue length information has the potential to influence the decision of a customer to join a queue. Thus, it is imperative for managers of queueing systems to understand how the information that they provide will affect the performance of the system. To this end, we construct and analyze two two-dimensional deterministic fluid models that incorporate customer choice behavior based on delayed queue length information. In the first fluid model, customers join each queue according to a Multinomial Logit Model, however, the queue length information the customer receives is delayed by a constant Δ. We show that the delay can cause oscillations or asynchronous behavior in the model based on the value of Δ. In the second model, customers receive information about the queue length through a moving average of the queue length. Although it has been shown empirically that giving patients moving average information causes oscillations and asynchronous behavior to occur in U.S. hospitals, we analytically and mathematically show for the first time that the moving average fluid model can exhibit oscillations and determine their dependence on the moving average window. Thus, our analysis provides new insight on how operators of service systems should report queue length information to customers and how delayed information can produce unwanted system dynamics.

Affecting the value chain through supplier kaizen.

PubMed

Forman, C R; Vargas, D H

1999-02-01

In the aerospace industry, typically 60 percent of a product's cost and 70 percent of the lead time are due to purchased material. To affect price and customer responsiveness, improvement initiatives must be extended into the supply chain. Many companies have developed supply base management systems that include long-term agreements with suppliers, partnering with suppliers in risk taking and product design, information sharing, and quality and delivery rating systems. The premise is that suppliers are an extension of the factory. But to take full advantage of customer-supplier relationships, the suppliers must be "developed" in the same manner as a manufacturing unit. Supplier kaizen is a method of bringing suppliers to the same level of operations as the parent company, through training and improvement projects, to ensure superior performance and nurture the trust that is required for strong partnerships. This article describes Sikorsky Aircraft's use of kaizen to improve its supply base management.

Effect of custom-made and prefabricated orthoses on grip strength in persons with carpal tunnel syndrome.

PubMed

Mlakar, Maja; Ramstrand, Nerrolyn; Burger, Helena; Vidmar, Gaj

2014-06-01

Based on the literature, patients with carpal tunnel syndrome are suggested to wear a custom-made wrist orthosis immobilizing the wrist in a neutral position. Many prefabricated orthoses are available on the market, but the majority of those do not assure neutral wrist position. We hypothesized that the use of orthosis affects grip strength in persons with carpal tunnel syndrome in a way that supports preference for custom-made orthoses with neutral wrist position over prefabricated orthoses. Experimental. Comparisons of grip strength for three types of grips (cylindrical, lateral, and pinch) were made across orthosis types (custom-made, prefabricated with wrist in 20° of flexion, and none) on the affected side immediately after fitting, as well as between affected side without orthosis and nonaffected side. Orthosis type did not significantly affect grip strength (p = 0.661). Cylindrical grip was by far the strongest, followed by lateral and pinch grips (p < 0.050). The grips of the affected side were weaker than those of the nonaffected side (p = 0.002). In persons with carpal tunnel syndrome, neither prefabricated orthoses with 20° wrist extension nor custom-made wrist orthoses with neutral wrist position influenced grip strength of the affected hand. Compared to the nonaffected side, the grips of the affected side were weaker. The findings from this study can be used to guide application of orthoses to patients with carpal tunnel syndrome. © The International Society for Prosthetics and Orthotics 2013.

Satisfaction with care in peritoneal dialysis patients.

PubMed

Kirchgessner, J; Perera-Chang, M; Klinkner, G; Soley, I; Marcelli, D; Arkossy, O; Stopper, A; Kimmel, P L

2006-10-01

Patient satisfaction is an important aspect of dialysis care, only recently evaluated in clinical studies. We developed a tool to assess peritoneal dialysis (PD) customer satisfaction, and sought to evaluate and validate the Customer Satisfaction Questionnaire (CSQ), quantifying PD patient satisfaction. The CSQ included questions regarding administrative issues, Delivery Service, PD Training, Handling Requests, and transportation. The study was performed using interviews in all Hungarian Fresenius Medical Care dialysis centers offering PD. CSQ results were compared with psychosocial measures to identify if patient satisfaction was associated with perception of social support and illness burden, or depression. We assessed CSQ internal consistency and validity. Factor analysis explored potential underlying dimensions of the CSQ. One hundred and thirty-three patients treated with PD for end-stage renal disease for more than 3 months were interviewed. The CSQ had high internal consistency. There was high patient satisfaction with customer service. PD patient satisfaction scores correlated with quality of life (QOL) and social support measures, but not with medical or demographic factors, or depressive affect. The CSQ is a reliable tool to assess PD customer satisfaction. PD patient satisfaction is associated with perception of QOL. Efforts to improve customer satisfaction may improve PD patients' quantity as well as QOL.

How the Kano model contributes to Kansei engineering in services.

PubMed

Hartono, Markus; Chuan, Tan Kay

2011-11-01

Recent studies show that products and services hold great appeal if they are attractively designed to elicit emotional feelings from customers. Kansei engineering (KE) has good potential to provide a competitive advantage to those able to read and translate customer affect and emotion in actual product and services. This study introduces an integrative framework of the Kano model and KE, applied to services. The Kano model was used and inserted into KE to exhibit the relationship between service attribute performance and customer emotional response. Essentially, the Kano model categorises service attribute quality into three major groups (must-be [M], one-dimensional [O] and attractive [A]). The findings of a case study that involved 100 tourists who stayed in luxury 4- and 5-star hotels are presented. As a practical matter, this research provides insight on which service attributes deserve more attention with regard to their significant impact on customer emotional needs. STATEMENT OF RELEVANCE: Apart from cognitive evaluation, emotions and hedonism play a big role in service encounters. Through a focus on delighting qualities of service attributes, this research enables service providers and managers to establish the extent to which they prioritise their improvement efforts and to always satisfy their customer emotions beyond expectation.

Developing a new stochastic competitive model regarding inventory and price

NASA Astrophysics Data System (ADS)

Rashid, Reza; Bozorgi-Amiri, Ali; Seyedhoseini, S. M.

2015-09-01

Within the competition in today's business environment, the design of supply chains becomes more complex than before. This paper deals with the retailer's location problem when customers choose their vendors, and inventory costs have been considered for retailers. In a competitive location problem, price and location of facilities affect demands of customers; consequently, simultaneous optimization of the location and inventory system is needed. To prepare a realistic model, demand and lead time have been assumed as stochastic parameters, and queuing theory has been used to develop a comprehensive mathematical model. Due to complexity of the problem, a branch and bound algorithm has been developed, and its performance has been validated in several numerical examples, which indicated effectiveness of the algorithm. Also, a real case has been prepared to demonstrate performance of the model for real world.

Value-driven process management: using value to improve processes.

PubMed

Melnyk, S A; Christensen, R T

2000-08-01

Every firm can be viewed as consisting of various processes. These processes affect everything that the firm does from accepting orders and designing products to scheduling production. In many firms, the management of processes often reflects considerations of efficiency (cost) rather than effectiveness (value). In this article, we introduce a well-structured process for managing processes that begins not with the process, but rather with the customer and the product and the concept of value. This process progresses through a number of steps which include issues such as defining value, generating the appropriate metrics, identifying the critical processes, mapping and assessing the performance of these processes, and identifying long- and short-term areas for action. What makes the approach presented in this article so powerful is that it explicitly links the customer to the process and that the process is evaluated in term of its ability to effectively serve the customers.

Factors affecting pharmacy engagement and pharmacy customer devotion in community pharmacy: A structural equation modeling approach

PubMed Central

Nitadpakorn, Sujin; Kittisopee, Tanattha

2017-01-01

Background: The concept of customer engagement and devotion has been applied in various service businesses to keep the customers with business However, a limited number of studies were performed to examine the context of customer engagement and devotion in pharmacy business which focus on the impact of customer perceptions about pharmacists, perceived quality of pharmacy structure, medication price strategy on pharmacy engagement and pharmacy customer devotion in a pharmacy providing pharmaceutical care to the customers. Objective: This study aimed to assess a conceptual model depicting the relationships among customer perceptions about pharmacists, pharmacy quality structure, medication price, customer engagement, and customer devotion. And also aimed to assess and measure if there is a direct or indirect relationship between these factors. Methods: A quantitative study was conducted by using self-administered questionnaires. Two hundred and fifty three customers who regularly visited the pharmacy were randomly recruited from a purposively selected 30 community pharmacies in Bangkok. The survey was completed during February to April 2016. A structural equation model (SEM) was used to assess the direct and indirect relationships between constructs. Results: A total of 253/300 questionnaires were returned for analysis, and the response rate was 84%. Only perceptions about pharmacist in customers receiving professional pharmacy services was statically significant regarding relationship with pharmacy engagement (beta=0.45). Concurrently, the model from empirical data fit with the hypothetical model (p-value = 0.06, adjusted chi-square (CMIN/DF)=1.16, Goodness of Fit Index (GFI)=0.93, Comparatively Fit Index (CFI)=0.99, and Root Mean Square Error Approximation (RMSEA)=0.03). Conclusion: The study confirmed the indirect positive influence of customer perceptions about pharmacist on pharmacy customer devotion in providing pharmacy services via pharmacy engagement It was customer perceptions about pharmacist that influenced customer retention, positive word of mouth and constructive advice to pharmacies, not quality of pharmacy structure and medication price. To create a long term impact on community pharmacy business, pharmacist is the key success factor. PMID:28943984

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

ERIC Educational Resources Information Center

Chae, Ho-Chang

2009-01-01

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

Exploring the effects of individual customer incivility encounters on employee incivility: the moderating roles of entity (in)civility and negative affectivity.

PubMed

Walker, David D; van Jaarsveld, Danielle D; Skarlicki, Daniel P

2014-01-01

Incivility between customers and employees is common in many service organizations. These encounters can have negative outcomes for employees, customers, and the organization. To date, researchers have tended to study incivility as an aggregated and accumulated phenomenon (entity perspective). In the present study, we examined incivility as it occurs during a specific service encounter (event perspective) alongside the entity perspective. Using a mixed-method multilevel field study of customer service interactions, we show that individual customer incivility encounters (i.e., events) trigger employee incivility as a function of the employee's overall accumulated impression of the (in)civility in his or her customer interactions, such that the effects are more pronounced among employees who generally perceive their customer interactions to be more versus less civil. We also find that these interactive effects occur only among employees who are lower (vs. higher) in negative affectivity. Our results show that, in order to expand the understanding of customer incivility, it is important to study the incivility encounter, the social context in which negative customer interactions occur, and individual differences. PsycINFO Database Record (c) 2014 APA, all rights reserved

Effects of Platform Design on the Customer Experience in an Online Solar PV Marketplace

DOE Office of Scientific and Technical Information (OSTI.GOV)

OShaughnessy, Eric J.; Margolis, Robert M.; Leibowicz, Benjamin

We analyze a unique dataset of residential solar PV quotes offered in an online marketplace to understand how platform design changes affect customer outcomes. Three of the four design changes are associated with statistically significant and robust reductions in offer prices, though none of the policies were designed explicitly to reduce prices. The results suggest that even small changes in how prospective solar PV customers interact with installers can affect customer outcomes such as prices. Specifically, the four changes we evaluate are: 1) a customer map that shows potential new EnergySage registrants the locations of nearby customers; 2) a quotemore » cap that precludes more than seven installers from bidding on any one customer; 3) a price guidance feature that informs installers about competitive prices in the customer's market before they submit quotes; and 4) no pre-quote messaging to prohibit installers from contacting customers prior to offering quotes. We calculate descriptive statistics to investigate whether each design change accomplished its specific objectives. Then, we econometrically evaluate the impacts of the design changes on PV quote prices and purchase prices using a regression discontinuity approach.« less

Customer Satisfaction with Public Libraries.

ERIC Educational Resources Information Center

D'Elia, George; Rodger, Eleanor Jo

1996-01-01

Surveys conducted in 142 urban public libraries examined customer satisfaction, comparisons with other libraries, and factors affecting satisfaction. Overall, customers were satisfied with their libraries but experienced different levels of satisfaction based on convenience, availability of materials and information, and services facilitating…

Comparison of custom-moulded ankle orthosis with hinged joints and off-the-shelf ankle braces in preventing ankle sprain in lateral cutting movements.

PubMed

Lee, Winson C C; Kobayashi, Toshiki; Choy, Barton T S; Leung, Aaron K L

2012-06-01

A custom moulded ankle orthosis with hinged joints potentially offers a better control over the subtalar joint and the ankle joint during lateral cutting movements, due to total contact design and increase in material strength. To test the above hypothesis by comparing it to three other available orthoses. Repeated measures. Eight subjects with a history of ankle sprains (Grade 2), and 11 subjects without such history performed lateral cutting movements in four test conditions: 1) non-orthotic, 2) custom-moulded ankle orthosis with hinges, 3) Sport-Stirrup, and 4) elastic ankle sleeve with plastic support. A VICON motion analysis system was used to study the motions at the ankle and subtalar joints. The custom-moulded ankle orthosis significantly lowered the inversion angle at initial contact (p = 0.006) and the peak inversion angle (p = 0.000) during lateral cutting movements in comparison to non-orthotic condition, while the other two orthoses did not. The three orthoses did not affect the plantarflexion motions, which had been suggested by previous studies to be important in shock wave attenuation. The custom-moulded ankle orthosis with hinges could better control inversion and thus expected to better prevent ankle sprain in lateral cutting movements. Custom-moulded ankle orthoses are not commonly used in preventing ankle sprains. This study raises the awareness of the use of custom-moulded ankle orthoses which are expected to better prevent ankle sprains.

Customer-perpetrated work-related violence: prevalence and trends in Britain.

PubMed

Edwards, J A; Buckley, P

2016-10-01

Incidents of work-related violence (WRV) have increased over the years. These can be damaging to both individual psychological well-being and organizational performance. To examine the prevalence and causes of customer-perpetrated WRV in Britain over a 12 year period. Demographic, work and perpetrator's personality characteristics were examined as predictors of WRV. Data from the Crime Survey of England and Wales (CSEW) across 2001-13 were filtered specifically to explore responses from victims of customer-perpetrated crime within the working population. On average, 22% of all violent crimes committed by customers occurred in the workplace. Further analysis showed that differences in gender, age as well as managerial/supervisory duties, working hours, employment status, organizational size and occupation were significantly related to incidents of WRV. Perpetrators' personality characteristics were also perceived as predictors of WRV. This paper provides an alternative approach for reporting customer-perpetrated WRV. Violence at work is considered a widespread problem within the organizational studies literature, which can lead to a variety of stress-related symptoms in affected workers. Based on the current study's findings, a theoretical model is proposed to help combat customer-perpetrated WRV, and as a basis for future research. © The Author 2016. Published by Oxford University Press on behalf of the Society of Occupational Medicine. All rights reserved. For Permissions, please email: journals.permissions@oup.com.

Targeting, Segmenting and Positioning the Market for College Students to Increase Customer Satisfaction and Overall Performance

ERIC Educational Resources Information Center

Wright, Robert E.

2008-01-01

Numerous studies have explored the relationship between marketing efforts and firm financial performance. Studies have looked at potential lifetime value of customers, to demonstrate the value of keeping customers. Various other studies have looked at the relationship between customer satisfaction and firm performance. However, few studies have…

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

ERIC Educational Resources Information Center

Heldenbrand, Lois; Simms, Michael S.

2012-01-01

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

49 CFR 1180.10 - Service assurance plans.

Code of Federal Regulations, 2011 CFR

2011-10-01

... should be sufficient for individual shippers to evaluate the projected improvements and changes, and... revised and how these revisions would affect service to customers. As part of this analysis, applicants... those systems to ensure service delivery. (f) Customer service. To achieve and maintain customer...

49 CFR 1180.10 - Service assurance plans.

Code of Federal Regulations, 2013 CFR

2013-10-01

... should be sufficient for individual shippers to evaluate the projected improvements and changes, and... revised and how these revisions would affect service to customers. As part of this analysis, applicants... those systems to ensure service delivery. (f) Customer service. To achieve and maintain customer...

49 CFR 1180.10 - Service assurance plans.

Code of Federal Regulations, 2012 CFR

2012-10-01

... should be sufficient for individual shippers to evaluate the projected improvements and changes, and... revised and how these revisions would affect service to customers. As part of this analysis, applicants... those systems to ensure service delivery. (f) Customer service. To achieve and maintain customer...

49 CFR 1180.10 - Service assurance plans.

Code of Federal Regulations, 2010 CFR

2010-10-01

... should be sufficient for individual shippers to evaluate the projected improvements and changes, and... revised and how these revisions would affect service to customers. As part of this analysis, applicants... those systems to ensure service delivery. (f) Customer service. To achieve and maintain customer...

49 CFR 1180.10 - Service assurance plans.

Code of Federal Regulations, 2014 CFR

2014-10-01

... should be sufficient for individual shippers to evaluate the projected improvements and changes, and... revised and how these revisions would affect service to customers. As part of this analysis, applicants... those systems to ensure service delivery. (f) Customer service. To achieve and maintain customer...

A Sorrow Halved? A Daily Diary Study on Talking About Experienced Workplace Incivility and Next-Morning Negative Affect.

PubMed

Tremmel, Stephanie; Sonnentag, Sabine

2017-08-31

Incivility by coworkers and customers can have detrimental consequences for employees' affective well-being at work. However, little is known about whether incivility also impairs employees' affect at home and how long these negative effects may last. In this diary study, we examine whether incivility by coworkers and customers is related to next-morning negative affect via negative affect at the end of the workday and at bedtime, and investigate different modes of social sharing (i.e., conversations about experienced mistreatment) as day-level moderators of this relationship. Daily diary data collected over 10 workdays (N = 113 employees) revealed that coworker incivility was indirectly related to bedtime negative affect via negative affect at the end of the workday, and customer incivility was indirectly related to next-morning negative affect via negative affect at the end of the workday and at bedtime. Although we found no moderating effect for conversations in an affective sharing mode (i.e., conversation partners provide comfort and consolation), the relationship between workplace incivility and employees' negative affect was buffered by conversations in a cognitive sharing mode (i.e., conversation partners suggest alternative explanations or reappraisal of uncivil behavior). In line with social sharing theory, our results suggest that talking about experienced mistreatment can, under specific circumstances, offset the negative relationship of uncivil coworker and customer behavior and employees' negative affect. This study advances current research on workplace incivility by studying negative affect 3 times a day and thus sheds light on the mechanism connecting workplace incivility and employees' affective well-being at home. (PsycINFO Database Record (c) 2017 APA, all rights reserved).

Development of finite element model for customized prostheses design for patient with pelvic bone tumor.

PubMed

Iqbal, Taimoor; Shi, Lei; Wang, Ling; Liu, Yaxiong; Li, Dichen; Qin, Mian; Jin, Zhongmin

2017-06-01

The aim of this study was to design a hemi-pelvic prosthesis for a patient affected by pelvic sarcoma. To investigate the biomechanical functionality of the pelvis reconstructed with designed custom-made prosthesis, a patient-specific finite element model of whole pelvis with primary ligaments inclusive was constructed based on the computed tomography images of the patient. Then, a finite element analysis was performed to calculate and compare the stress distribution between the normal and implanted pelvis models when undergoing three different static conditions-both-leg standing, single-leg standing for the healthy and the affected one. No significant differences were observed in the stresses between the normal and reconstructed pelvis for both-leg standing, but 20%-40% larger stresses were predicted for the peak stress of the single-leg standing (affected side). Moreover, two- to threefold of peak stresses were predicted within the prostheses compared to that of the normal pelvis especially for single-leg standing case, however, still below the allowable fatigue limitation. The study on the load transmission functionality of prosthesis indicated that it is crucial to carry out finite element analysis for functional evaluation of the designed customized prostheses before three-dimensional printing manufacturing, allowing better understanding of the possible peak stresses within the bone as well as the implants for safety precaution. The finite element model can be equally applicable to other bone tumor model for biomechanical studying.

Effects of mouthguards on vertical dimension, muscle activation, and athlete preference: a prospective cross-sectional study.

PubMed

Gage, C Colby; Huxel Bliven, Kellie C; Bay, R Curtis; Sturgill, Jeremiah S; Park, Jae Hyun

2015-01-01

Mandibular repositioning and subsequent neuromuscular signaling are proposed mechanisms of action for commercial mouthguards marketed for performance enhancement. A prospective cross-sectional study of 24 healthy adult weightlifters with normal occlusal relationships was designed to determine whether 2 self-fit performance mouthguards; a custom-fabricated, bilaterally balanced, dual-laminated mouthguard; and no mouthguard (control) differed in their effects on vertical dimension, muscle activation, and user preference during a 75% maximum power clean lift. Each subject was tested for each of the mouthguard categories: Power Balance POWERUP, Under Armour ArmourBite, custom, and no mouthguard. Interocclusal distance was measured at baseline and with each mouthguard. Mean and peak activity of the anterior temporalis, masseter, sternocleidomastoid, and cervical paraspinal muscles was measured during sitting and during a 75% maximum power clean lift. A mouthguard preference questionnaire was completed. Analyses were conducted to determine whether interocclusal distance differed among mouthguard type and to examine the effect of mouthguard type on mean and peak muscle activation during the clean lift. Interocclusal distance was affected by mouthguard type (P = 0.01). Mean and peak activity of the anterior temporalis and masseter muscles and mean activity of the sternocleidomastoid muscle differed among mouthguards (P < 0.05). Mouthguard type did not influence muscle activation of the cervical paraspinal muscle group. Overall, the Power Balance mouthguard produced more muscle activity. Participants preferred custom mouthguards nearly 2:1 over self-fit performance mouthguards (P = 0.05). Participants perceived that they were stronger and were less encumbered when using a custom mouthguard during submaximum power clean lifts.

Building brand equity and customer loyalty

DOE Office of Scientific and Technical Information (OSTI.GOV)

Pokorny, G.

Customer satisfaction and customer loyalty are two different concepts, not merely two different phrases measuring a single consumer attitude. Utilities having identical customer satisfaction ratings based on performance in areas like power reliability, pricing, and quality of service differ dramatically in their levels of customer loyalty. As competitive markets establish themselves, discrepancies in customer loyalty will have profound impacts on each utility`s prospects for market retention, profitability, and ultimately, shareholder value. Meeting pre-existing consumer needs, wants and preferences is the foundation of any utility strategy for building customer loyalty and market retention. Utilities meet their underlying customer expectations by performingmore » well in three discrete areas: product, customer service programs, and customer service transactions. Brand equity is an intervening variable standing between performance and the loyalty a utility desires. It is the totality of customer perceptions about the unique extra value the utility provides above and beyond its basic product, customer service programs and customer service transactions; it is the tangible, palpable reality of a branded utility that exists in the minds of consumers. By learning to manage their brand equity as well as they manage their brand performance, utilities gain control over all the major elements in the value-creation process that creates customer loyalty. By integrating brand performance and brand equity, electric utility companies can truly become in their customers` eyes a brand - a unique, very special, value-added energy services provider that can ask for and deserve a premium price in the marketplace.« less

Determining the Value of Contractor Performance Assessment Reporting System (CPARS) Narratives for the Acquisition Process

DTIC Science & Technology

2014-06-01

sweep floors daily, mop floors with soap and water one time per week, wax floors one time per quarter, remove trash from garbage bins every Thursday...authority. The FAR specifically states that a COR “has no authority to make any commitments or changes that affect price, quality, quantity, delivery, or...to define key requirements to make sure everyone has the same view of the performance requirements. The customer states that they want the vendor

New Strategies in the New Millennium: Servant Leadership As Enhancer of Service Climate and Customer Service Performance.

PubMed

Linuesa-Langreo, Jorge; Ruiz-Palomino, Pablo; Elche-Hortelano, Dioni

2017-01-01

In a world in which customers are increasingly looking for solutions to their own concerns on how to make a better globalized world, new organizational strategies are emerging to approach the customer in the current third millennium. Servant leadership, which involves putting employees' needs first and serving the broader society, is emerging as a new strategic mechanism to approach the customer in line with the new social values-driven Marketing 3.0 era. Yet research has ignored the role and the various mechanisms servant leadership might utilize to improve customer service performance of their service units. Spanning 185 hotels located in Spain, a sample of 247 service units -in close contact with customers- was used to investigate whether servant leadership enhances customer service performance through shaping a service climate within the service unit. Results revealed that service climate mediates the positive influence of servant leadership on customer service performance. Managers can use these findings to note the value of leading the service unit in a servant friendly direction, which is better aligned with the new aspirations of customers today.

78 FR 46594 - Extension of Agency Information Collection Activity Under OMB Review: Aviation Security Customer...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-08-01

... Information Collection Activity Under OMB Review: Aviation Security Customer Satisfaction Performance... surveying travelers to measure customer satisfaction of aviation security in an effort to more efficiently... Title: Aviation Security Customer Satisfaction Performance Measurement Passenger Survey. Type of Request...

Identifying web usage behavior of bank customers

NASA Astrophysics Data System (ADS)

Araya, Sandro; Silva, Mariano; Weber, Richard

2002-03-01

The bank Banco Credito e Inversiones (BCI) started its virtual bank in 1996 and its registered customers perform currently more than 10,000 Internet transactions daily, which typically cause les than 10% of traditional transaction costs. Since most of the customers are still not registered for online banking, one of the goals of the virtual bank is to increase then umber of registered customers. Objective of the presented work was to identify customers who are likely to perform online banking but still do not use this medium for their transactions. This objective has been reached by determining profiles of registered customers who perform many transactions online. Based on these profiles the bank's Data Warehouse is explored for twins of these heavy users that are still not registered for online banking. We applied clustering in order to group the registered customers into five classes. One of these classes contained almost 30% of all registered customers and could clearly be identified as class of heavy users. Next a neural network assigned online customers to the previously found five classes. Applying the network trained on online customers to all the bank customers identified twins of heavy users that, however had not performed online transactions so far. A mailing to these candidates informing about the advantages of online banking doubled the number of registrations compared to previous campaigns.

20 CFR 666.120 - What are the procedures for negotiating annual levels of performance?

Code of Federal Regulations, 2010 CFR

2010-04-01

... performance for each core indicator and the customer satisfaction indicators. In negotiating these levels, the... customer satisfaction; (3) The extent to which the levels of performance promote continuous improvement and... Governor must reach agreement on levels of performance for each core indicator and the customer...

Do it right this time: the role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures.

PubMed

Liao, Hui

2007-03-01

Integrating justice and customer service literatures, this research examines the role of customer service employees' behaviors of handling customer complaints, or service recovery performance (SRP), in conveying a just image of service organizations and achieving desirable customer outcomes. Results from a field study and a laboratory study demonstrate that the dimensions of SRP--making an apology, problem solving, being courteous, and prompt handling--positively influenced customer satisfaction and then customer repurchase intent through the mediation of customer-perceived justice. In addition, service failure severity and repeated failures reduced the positive impact of some dimensions of SRP on customer satisfaction, and customer-perceived justice again mediated these moderated effects. (c) 2007 APA, all rights reserved.

Improving Customer Satisfaction in an R and D Environment

NASA Technical Reports Server (NTRS)

Alexander, Anita; Liou, Y. H. Andrew

1998-01-01

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

Engaging the Student as a Customer: A Relationship Marketing Approach

ERIC Educational Resources Information Center

Bowden, Jana Lay-Hwa.

2011-01-01

Increasingly organizations are recognizing the value of establishing close relationships with their customers. Despite this, research has not deeply explored how the intangible aspects of relational exchange such as customer satisfaction, as well as affective commitment, calculative commitment, and trust, combine to determine loyalty in the…

78 FR 59364 - Revision of Agency Information Collection Activity Under OMB Review: Transportation Worker...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-09-26

... identifying and other information by individuals applying for a TWIC and a customer satisfaction survey. DATES... Replacement or Extended Expiration Date Request, and TWIC Customer Satisfaction Survey. Affected Public... with the enrollment and activation process. This optional customer satisfaction survey is provided at...

19 CFR 143.5 - System performance requirements.

Code of Federal Regulations, 2012 CFR

2012-04-01

... 19 Customs Duties 2 2012-04-01 2012-04-01 false System performance requirements. 143.5 Section 143.5 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF... must demonstrate that his system can interface directly with the Customs computer and ensure accurate...

19 CFR 143.5 - System performance requirements.

Code of Federal Regulations, 2011 CFR

2011-04-01

... 19 Customs Duties 2 2011-04-01 2011-04-01 false System performance requirements. 143.5 Section 143.5 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF... must demonstrate that his system can interface directly with the Customs computer and ensure accurate...

19 CFR 143.5 - System performance requirements.

Code of Federal Regulations, 2014 CFR

2014-04-01

... 19 Customs Duties 2 2014-04-01 2014-04-01 false System performance requirements. 143.5 Section 143.5 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF... must demonstrate that his system can interface directly with the Customs computer and ensure accurate...

19 CFR 143.5 - System performance requirements.

Code of Federal Regulations, 2010 CFR

2010-04-01

... 19 Customs Duties 2 2010-04-01 2010-04-01 false System performance requirements. 143.5 Section 143.5 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF... must demonstrate that his system can interface directly with the Customs computer and ensure accurate...

19 CFR 143.5 - System performance requirements.

Code of Federal Regulations, 2013 CFR

2013-04-01

... 19 Customs Duties 2 2013-04-01 2013-04-01 false System performance requirements. 143.5 Section 143.5 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF... must demonstrate that his system can interface directly with the Customs computer and ensure accurate...

VERDE Analytic Modules

DOE Office of Scientific and Technical Information (OSTI.GOV)

2008-01-15

The Verde Analytic Modules permit the user to ingest openly available data feeds about phenomenology (storm tracks, wind, precipitation, earthquake, wildfires, and similar natural and manmade power grid disruptions and forecast power outages, restoration times, customers outaged, and key facilities that will lose power. Damage areas are predicted using historic damage criteria of the affected area. The modules use a cellular automata approach to estimating the distribution circuits assigned to geo-located substations. Population estimates served within the service areas are located within 1 km grid cells and converted to customer counts by conversion through demographic estimation of households and commercialmore » firms within the population cells. Restoration times are estimated by agent-based simulation of restoration crews working according to utility published prioritization calibrated by historic performance.« less

Custom-made ocular prosthesis.

PubMed

Gunaseelaraj, Rajkumar; Karthikeyan, Suma; Kumar, Mohan N; Balamurugan, T; Jagadeeshwaran, A R

2012-08-01

An ocular defect may affect a patient psychologically. An ocular prosthesis is given to uplift the patient psychologically and improve the confidence. Ocular prosthesis can be custom made or a stock shell. To improve the comfort and matching of the prosthesis with that of the adjacent natural eye an custom made ocular prosthesis is preferred. Different techniques are available to fabricate a custom ocular prosthesis, here we have used paper iris disk technique.

Linking organizational resources and work engagement to employee performance and customer loyalty: the mediation of service climate.

PubMed

Salanova, Marisa; Agut, Sonia; Peiró, José María

2005-11-01

This study examined the mediating role of service climate in the prediction of employee performance and customer loyalty. Contact employees (N=342) from 114 service units (58 hotel front desks and 56 restaurants) provided information about organizational resources, engagement, and service climate. Furthermore, customers (N=1,140) from these units provided information on employee performance and customer loyalty. Structural equation modeling analyses were consistent with a full mediation model in which organizational resources and work engagement predict service climate, which in turn predicts employee performance and then customer loyalty. Further analyses revealed a potential reciprocal effect between service climate and customer loyalty. Implications of the study are discussed, together with limitations and suggestions for future research. ((c) 2005 APA, all rights reserved).

Customer emotion regulation in the service interactions: its relationship to employee ingratiation, satisfaction and loyalty intentions.

PubMed

Medler-Liraz, Hana; Yagil, Dana

2013-01-01

Many studies have explored emotional regulation on the part of service employees, and its antecedents. However, customers' emotional regulation in general, and how it is affected by service employee behavior in particular, have received only scant attention. The present article explores a model suggesting that service employees' ingratiatory behavior relates to customer emotion regulation strategies, which in turn are related to customer satisfaction and loyalty. The model was tested with 131 service employee-customer dyads. The results show that service employee ingratiation was positively related to customers' deep acting but not related to surface acting. Customers' deep acting was positively related to their satisfaction. A positive relationship was found between customer satisfaction and loyalty.

Analysis on factors affecting household customers decision in using electricity at peak time and its correlation towards saving electricity

NASA Astrophysics Data System (ADS)

Pasasa, Linus; Marbun, Parlin; Mariza, Ita

2015-09-01

The purpose of this paper is to study and analyse the factors affecting customer decisions in using electricity at peak-load hours (between 17.00 to 22.00 WIB) and their behaviors towards electricity conservation in Indonesian household. The underlying rationale is to influence a reduction in energy consumption by stimulating energy saving behaviors, thereby reducing the impact of energy use on the environment. How is the correlation between the decisions in using electricity during peak load hours with the household customer's behavior towards saving electricity? The primary data is obtained by distributing questionnaires to customers of PT. PLN Jakarta Raya and Tangerang Distribution from Household segment. The data is analysed using the Structural Equation Model (SEM) and AMOS Software. The research is finding that all factors (Personal, Social, PLN Services, Psychological, and Cultural) are positively influence customer decision in using electricity at peak load hours. There is a correlation between the decisions in using electricity during peak load hours with the household customer's behavior towards saving electricity.

76 FR 34141 - Submission for OMB Review; Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2011-06-10

... investment behaviors and practices of current and future customers; gather customers' opinions, beliefs, and... business. Affected Public: Individuals and households. Estimated Total Burden Hours: 432. Bureau Clearance...

Internal Branding: Using Performance Technology To Create an Organization Focused on Customer Value.

ERIC Educational Resources Information Center

Tosti, Donald T.; Stotz, Rodger

2000-01-01

Presents a performance technology approach to revenue enhancement, with the goal of improving customer retention through building customer value. Topics include internal branding, a way to make sure that what the company delivers matches what's promised in the advertising; product versus service brands; and customer satisfaction, including…

New Strategies in the New Millennium: Servant Leadership As Enhancer of Service Climate and Customer Service Performance

PubMed Central

Linuesa-Langreo, Jorge; Ruiz-Palomino, Pablo; Elche-Hortelano, Dioni

2017-01-01

In a world in which customers are increasingly looking for solutions to their own concerns on how to make a better globalized world, new organizational strategies are emerging to approach the customer in the current third millennium. Servant leadership, which involves putting employees’ needs first and serving the broader society, is emerging as a new strategic mechanism to approach the customer in line with the new social values-driven Marketing 3.0 era. Yet research has ignored the role and the various mechanisms servant leadership might utilize to improve customer service performance of their service units. Spanning 185 hotels located in Spain, a sample of 247 service units –in close contact with customers– was used to investigate whether servant leadership enhances customer service performance through shaping a service climate within the service unit. Results revealed that service climate mediates the positive influence of servant leadership on customer service performance. Managers can use these findings to note the value of leading the service unit in a servant friendly direction, which is better aligned with the new aspirations of customers today. PMID:28559873

20 CFR 666.240 - Under what circumstances may a sanction be applied to a State that fails to achieve negotiated...

Code of Federal Regulations, 2010 CFR

2010-04-01

... agreed to under § 666.120 for core indicators of performance or customer satisfaction indicators for the... meet the negotiated levels of performance for core indicators of performance or customer satisfaction... indicators of performance and customer satisfaction indicators for that program. (WIA sec. 136(g).) (d) Only...

An empirical research on customer satisfaction study: a consideration of different levels of performance.

PubMed

Lee, Yu-Cheng; Wang, Yu-Che; Lu, Shu-Chiung; Hsieh, Yi-Fang; Chien, Chih-Hung; Tsai, Sang-Bing; Dong, Weiwei

2016-01-01

Customer satisfaction is the key factor for successful and depends highly on the behaviors of frontline service providers. Customers should be managed as assets, and that customers vary in their needs, preferences, and buying behavior. This study applied the Taiwan Customer Satisfaction Index model to a tourism factory to analyze customer satisfaction and loyalty. We surveyed 242 customers served by one tourism factory organizations in Taiwan. A partial least squares was performed to analyze and test the theoretical model. The results show that perceived quality had the greatest influence on the customer satisfaction for satisfied and dissatisfied customers. In addition, in terms of customer loyalty, the customer satisfaction is more important than image for satisfied and dissatisfied customers. The contribution of this paper is to propose two satisfaction levels of CSI models for analyzing customer satisfaction and loyalty, thereby helping tourism factory managers improve customer satisfaction effectively. Compared with traditional techniques, we believe that our method is more appropriate for making decisions about allocating resources and for assisting managers in establishing appropriate priorities in customer satisfaction management.

What Factors Influence Employee Service Recovery Performance and What Are the Consequences in Health Care?

PubMed

Nadiri, Halil; Tanova, Cem

2016-01-01

We analyzed the extent to which the service recovery performance of frontline employees in private health care institutions is influenced by employee perceptions of manager attitudes toward service quality, workplace support, and manager fairness and organizational commitment. We also examined the relationship of service recovery performance to employee job satisfaction and turnover intentions. Partial least square path modeling of data from 178 frontline employees in private health care institutions in North Cyprus was utilized. Although empowerment and role clarity were positively related to service recovery performance, perceived managerial attitudes toward hospital customer service, teamwork, and customer service-oriented training as indicators of workplace support were not related to frontline employees' service recovery performance. Organizational justice was related to affective commitment, which in turn was related to service recovery performance. Although service recovery performance was not related to employee turnover intentions, it was related to job satisfaction. Managerial implications of these study findings are presented in the light of the cognitive evaluation theory. Health services differ from other service organizations in the way that intrinsic and extrinsic rewards influence the service recovery efforts of frontline employees. To ensure high quality services, managers should focus on intrinsic rewards, empower and give more autonomy to staff.

Bringing Cost-Wise Readiness to the Deckplates of a Strike Fighter Squadron Using the Balanced Scorecard

DTIC Science & Technology

2013-12-01

equity employed). Customer measures, such as customer satisfaction , are intended to measure the company’s performance from the customer’s perspective...link between a non-financial measure and a firm’s financial performance. For example, one could meet objectives relating to customer satisfaction ... customer satisfaction . Who then is the customer of a strike fighter squadron? Kaplan and Norton (2004) write extensively about 61 the value

Customer satisfaction assessment at the Pacific Northwest National Laboratory

DOE Office of Scientific and Technical Information (OSTI.GOV)

DN Anderson; ML Sours

2000-03-23

The Pacific Northwest National Laboratory (PNNL) is developing and implementing a customer satisfaction assessment program (CSAP) to assess the quality of research and development provided by the laboratory. This report presents the customer survey component of the PNNL CSAP. The customer survey questionnaire is composed of two major sections: Strategic Value and Project Performance. Both sections contain a set of questions that can be answered with a 5-point Likert scale response. The strategic value section consists of five questions that are designed to determine if a project directly contributes to critical future national needs. The project Performance section consists ofmore » nine questions designed to determine PNNL performance in meeting customer expectations. A statistical model for customer survey data is developed and this report discusses how to analyze the data with this model. The properties of the statistical model can be used to establish a gold standard or performance expectation for the laboratory, and then to assess progress. The gold standard is defined using laboratory management input--answers to four questions, in terms of the information obtained from the customer survey: (1) What should the average Strategic Value be for the laboratory project portfolio? (2) What Strategic Value interval should include most of the projects in the laboratory portfolio? (3) What should average Project Performance be for projects with a Strategic Value of about 2? (4) What should average Project Performance be for projects with a Strategic Value of about 4? To be able to provide meaningful answers to these questions, the PNNL customer survey will need to be fully implemented for several years, thus providing a link between management perceptions of laboratory performance and customer survey data.« less

Comparative study on the customization of natural language interfaces to databases.

PubMed

Pazos R, Rodolfo A; Aguirre L, Marco A; González B, Juan J; Martínez F, José A; Pérez O, Joaquín; Verástegui O, Andrés A

2016-01-01

In the last decades the popularity of natural language interfaces to databases (NLIDBs) has increased, because in many cases information obtained from them is used for making important business decisions. Unfortunately, the complexity of their customization by database administrators make them difficult to use. In order for a NLIDB to obtain a high percentage of correctly translated queries, it is necessary that it is correctly customized for the database to be queried. In most cases the performance reported in NLIDB literature is the highest possible; i.e., the performance obtained when the interfaces were customized by the implementers. However, for end users it is more important the performance that the interface can yield when the NLIDB is customized by someone different from the implementers. Unfortunately, there exist very few articles that report NLIDB performance when the NLIDBs are not customized by the implementers. This article presents a semantically-enriched data dictionary (which permits solving many of the problems that occur when translating from natural language to SQL) and an experiment in which two groups of undergraduate students customized our NLIDB and English language frontend (ELF), considered one of the best available commercial NLIDBs. The experimental results show that, when customized by the first group, our NLIDB obtained a 44.69 % of correctly answered queries and ELF 11.83 % for the ATIS database, and when customized by the second group, our NLIDB attained 77.05 % and ELF 13.48 %. The performance attained by our NLIDB, when customized by ourselves was 90 %.

Analysis on preemptive priority retrial queue with two types of customers, balking, optional re-service, single vacation and service interruption

NASA Astrophysics Data System (ADS)

Yuvarani, S.; Saravanarajan, M. C.

2017-11-01

This paper concerned with performance analysis of single server preemptive priority retrial queue with a single vacation where two types of customers are considered and they are called priority customers and ordinary customers. The ordinary customers arrive in batch into the system. The priority customers do not form any queue. After the completion of regular service, the customers may demand re-service for the previous service without joining the orbit or may leave the system. As soon as the system is empty, the server goes for vacation and the regular busy server can be subjected to breakdown. By using the supplementary variable technique, we obtain the steady-state probability generating functions for the system/orbit size. Some important system performance measures and the stochastic decomposition are discussed. Finally, numerical examples are presented to visualize the effect of parameters on system performance measures.

Identification with the retail organization and customer-perceived employee similarity: effects on customer spending.

PubMed

Netemeyer, Richard G; Heilman, Carrie M; Maxham, James G

2012-09-01

Two constructs important to academicians and managers are the degree to which employees and customers identify with an organization, employee organizational identification (employee OI) and customer-company identification (customer identification), respectively. This research examines the effects of these identification constructs and the related construct of customer perceived similarity to employees on customer spending. Via a 1-year multilevel study of 12,047 customers and 1,464 store employees (sales associates) covering 212 stores of a specialty apparel retailer, our study contributes to the literature in 2 critical ways. First, we expand the theoretical network of employee OI and customer identification by examining the related construct of a customer's perceived similarity to store employees. We examine the incremental (not fully mediated) main and interaction effects of customer-perceived similarity to employees and employee OI on customer spending. Second, we examine the effect of customer identification on customer spending relative to the effect of customer satisfaction on customer spending. Thus, our study also contributes by demonstrating a potential complementary route to achieve customer spending (customer identification), a route that may be more readily affected by management than the efforts required for a sustained increase in customer satisfaction. Implications for academics and managers are offered.

Analyzing key performance indicators (KPIs) for E-commerce and Internet marketing of elderly products: a review.

PubMed

Tsai, Yuan-Cheng; Cheng, Yu-Tien

2012-01-01

With the transformation of its population structure and economic environment, Taiwan is rapidly becoming an aging society. There is a growing need for elderly products, and therefore the operation of web shops that sell elderly products is important. In an era which values performance management, searching for key performance indicators (KPIs) helps to reveal, if the goals of a web shop are achieved. In the current study, researchers adopted the constructs of the Balanced Scorecard (BSC) to evaluate web shop performance. Additionally, the Delphi method, along with questionnaires, was used to develop 29 indicators. Finally, the decision making trial and evaluation laboratory (DEMATEL) method assisted in identifying the level of importance of the constructs, in which "internal process" ranked top, followed by "learning and growth", "customer", and "financial". "Internal process" was the key construct that impacted other factors, while "customer" was an important construct affected by other factors. By understanding the influences and relationships among the constructs, enterprises can conduct additional monitoring and management to achieve functions of prevention, continuous improvement, and innovation in order to shape their core competence. Copyright © 2011 Elsevier Ireland Ltd. All rights reserved.

41 CFR 102-85.190 - Can GSA Rent be adjusted when standard levels of service are performed by other customer agencies?

Code of Federal Regulations, 2010 CFR

2010-07-01

... when standard levels of service are performed by other customer agencies? 102-85.190 Section 102-85.190... perform or contract for such services must be obtained in advance by the customer agency from the... of Service § 102-85.190 Can GSA Rent be adjusted when standard levels of service are performed by...

Data Mining Techniques for Customer Relationship Management

NASA Astrophysics Data System (ADS)

Guo, Feng; Qin, Huilin

2017-10-01

Data mining have made customer relationship management (CRM) a new area where firms can gain a competitive advantage, and play a key role in the firms’ management decision. In this paper, we first analyze the value and application fields of data mining techniques for CRM, and further explore how data mining applied to Customer churn analysis. A new business culture is developing today. The conventional production centered and sales purposed market strategy is gradually shifting to customer centered and service purposed. Customers’ value orientation is increasingly affecting the firms’. And customer resource has become one of the most important strategic resources. Therefore, understanding customers’ needs and discriminating the most contributed customers has become the driving force of most modern business.

A Modified Dynamic Evolving Neural-Fuzzy Approach to Modeling Customer Satisfaction for Affective Design

PubMed Central

Kwong, C. K.; Fung, K. Y.; Jiang, Huimin; Chan, K. Y.

2013-01-01

Affective design is an important aspect of product development to achieve a competitive edge in the marketplace. A neural-fuzzy network approach has been attempted recently to model customer satisfaction for affective design and it has been proved to be an effective one to deal with the fuzziness and non-linearity of the modeling as well as generate explicit customer satisfaction models. However, such an approach to modeling customer satisfaction has two limitations. First, it is not suitable for the modeling problems which involve a large number of inputs. Second, it cannot adapt to new data sets, given that its structure is fixed once it has been developed. In this paper, a modified dynamic evolving neural-fuzzy approach is proposed to address the above mentioned limitations. A case study on the affective design of mobile phones was conducted to illustrate the effectiveness of the proposed methodology. Validation tests were conducted and the test results indicated that: (1) the conventional Adaptive Neuro-Fuzzy Inference System (ANFIS) failed to run due to a large number of inputs; (2) the proposed dynamic neural-fuzzy model outperforms the subtractive clustering-based ANFIS model and fuzzy c-means clustering-based ANFIS model in terms of their modeling accuracy and computational effort. PMID:24385884

A modified dynamic evolving neural-fuzzy approach to modeling customer satisfaction for affective design.

PubMed

Kwong, C K; Fung, K Y; Jiang, Huimin; Chan, K Y; Siu, Kin Wai Michael

2013-01-01

Affective design is an important aspect of product development to achieve a competitive edge in the marketplace. A neural-fuzzy network approach has been attempted recently to model customer satisfaction for affective design and it has been proved to be an effective one to deal with the fuzziness and non-linearity of the modeling as well as generate explicit customer satisfaction models. However, such an approach to modeling customer satisfaction has two limitations. First, it is not suitable for the modeling problems which involve a large number of inputs. Second, it cannot adapt to new data sets, given that its structure is fixed once it has been developed. In this paper, a modified dynamic evolving neural-fuzzy approach is proposed to address the above mentioned limitations. A case study on the affective design of mobile phones was conducted to illustrate the effectiveness of the proposed methodology. Validation tests were conducted and the test results indicated that: (1) the conventional Adaptive Neuro-Fuzzy Inference System (ANFIS) failed to run due to a large number of inputs; (2) the proposed dynamic neural-fuzzy model outperforms the subtractive clustering-based ANFIS model and fuzzy c-means clustering-based ANFIS model in terms of their modeling accuracy and computational effort.

Influence of the implant abutment types and the dynamic loading on initial screw loosening

PubMed Central

Kim, Eun-Sook

2013-01-01

PURPOSE This study examined the effects of the abutment types and dynamic loading on the stability of implant prostheses with three types of implant abutments prepared using different fabrication methods by measuring removal torque both before and after dynamic loading. MATERIALS AND METHODS Three groups of abutments were produced using different types of fabrication methods; stock abutment, gold cast abutment, and CAD/CAM custom abutment. A customized jig was fabricated to apply the load at 30° to the long axis. The implant fixtures were fixed to the jig, and connected to the abutments with a 30 Ncm tightening torque. A sine curved dynamic load was applied for 105 cycles between 25 and 250 N at 14 Hz. Removal torque before loading and after loading were evaluated. The SPSS was used for statistical analysis of the results. A Kruskal-Wallis test was performed to compare screw loosening between the abutment systems. A Wilcoxon signed-rank test was performed to compare screw loosening between before and after loading in each group (α=0.05). RESULTS Removal torque value before loading and after loading was the highest in stock abutment, which was then followed by gold cast abutment and CAD/CAM custom abutment, but there were no significant differences. CONCLUSION The abutment types did not have a significant influence on short term screw loosening. On the other hand, after 105 cycles dynamic loading, CAD/CAM custom abutment affected the initial screw loosening, but stock abutment and gold cast abutment did not. PMID:23509006

On-site customization of silicone stents: towards optimal palliation of complex airway conditions.

PubMed

Breen, David P; Dutau, Hervé

2009-01-01

Stents may be indicated as treatment of benign and malignant conditions of the central airways. Occasionally, aberrant and/or distorted airways secondary to therapy or surgery may preclude the use of commercially manufactured stents. The customization of stents is well described for nonpulmonary diseases, but to date there are only limited data in the literature on prosthesis customization for airway disease. To review all the different techniques and indications of on-site silicone stent customizations and their related complications. A retrospective study was undertaken to identify all patients who underwent treatment with a silicone stent which was customized on site by the physician. The study included subjects treated during an 8-year period. Forty-nine on-site customizations were performed in 43 patients (34 males, mean age 63 +/- 5.2 years). Stent customization was performed in 5.4% of the cases. Stent customization was performed for malignant and benign disease in 35 (81.3%) and 8 (18.7%) cases, respectively. In all cases, the stent deployed successfully and performed well while in situ. Stent manipulation did not increase complications. Customization of airway stents by the physician can lead to successful stenting of difficult airway lesions with a good short-term safety profile. Standard commercially available stents may have resulted in suboptimal management of complex airway pathologies. A prospective study is warranted to further investigate the safety profile and complications associated with stent customization. Copyright 2009 S. Karger AG, Basel.

76 FR 70653 - Performance Measurement

Federal Register 2010, 2011, 2012, 2013, 2014

2011-11-15

... Regulations as follows: PART 3055--SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING 0 1. The authority... entered into the National Customer Management System (NCMS). NCMS manages SFS inventory, general ledger, order history, and customer accounts. A measurement ends when the order is logically closed out in the...

Doing the right thing without being told: joint effects of initiative climate and general self-efficacy on employee proactive customer service performance.

PubMed

Raub, Steffen; Liao, Hui

2012-05-01

We developed and tested a cross-level model of the antecedents and outcomes of proactive customer service performance. Results from a field study of 900 frontline service employees and their supervisors in 74 establishments of a multinational hotel chain located in Europe, the Middle East, Africa, and Asia demonstrated measurement equivalence and suggested that, after controlling for service climate, initiative climate at the establishment level and general self-efficacy at the individual level predicted employee proactive customer service performance and interacted in a synergistic way. Results also showed that at the establishment level, controlling for service climate and collective general service performance, initiative climate was positively and indirectly associated with customer service satisfaction through the mediation of aggregated proactive customer service performance. We discuss important theoretical and practical implications of these findings. (PsycINFO Database Record (c) 2012 APA, all rights reserved).

Achieving excellence--creating customer passion.

PubMed

Scheuing, E E

1999-08-01

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

Customer Satisfaction Assessment at the Pacific Northwest National Laboratory

DOE Office of Scientific and Technical Information (OSTI.GOV)

Anderson, Dale N.; Sours, Mardell L.

2000-03-20

The Pacific Northwest National Laboratory (PNNL) is developing and implementing a customer satisfaction assessment program (CSAP) to assess the quality of research and development provided by the laboratory. We present the customer survey component of the PNNL CSAP. The customer survey questionnaire is composed of 2 major sections, Strategic Value and Project Performance. The Strategic Value section of the questionnaire consists of 5 questions that can be answered with a 5 point Likert scale response. These questions are designed to determine if a project is directly contributing to critical future national needs. The Project Performance section of the questionnaire consistsmore » of 9 questions that can be answered with a 5 point Likert scale response. These questions determine PNNL performance in meeting customer expectations. Many approaches could be used to analyze customer survey data. We present a statistical model that can accurately capture the random behavior of customer survey data. The properties of this statistical model can be used to establish a "gold standard'' or performance expectation for the laboratory, and then assess progress. The gold standard is defined from input from laboratory management --- answers to 4 simple questions, in terms of the information obtained from the CSAP customer survey, define the standard: *What should the average Strategic Value be for the laboratory project portfolio? *What Strategic Value interval should include most of the projects in the laboratory portfolio? *What should average Project Performance be for projects with a Strategic Value of about 2? *What should average Project Performance be for projects with a Strategic Value of about 4? We discuss how to analyze CSAP customer survey data with this model. Our discussion will include "lessons learned" and issues that can invalidate this type of assessment.« less

Community pharmacy customer segmentation based on factors influencing their selection of pharmacy and over-the-counter medicines.

PubMed

Kevrekidis, Dimitrios Phaedon; Minarikova, Daniela; Markos, Angelos; Malovecka, Ivona; Minarik, Peter

2018-01-01

Within the competitive pharmacy market environment, community pharmacies are required to develop efficient marketing strategies based on contemporary information about consumer behavior in order to attract clients and develop customer loyalty. This study aimed to investigate the consumers' preferences concerning the selection of pharmacy and over-the-counter (OTC) medicines, and to identify customer segments in relation to these preferences. A cross-sectional study was conducted between February and March 2016 on a convenient quota sample of 300 participants recruited in the metropolitan area of Thessaloniki, Greece. The main instrument used for data collection was a structured questionnaire with close-ended, multiple choice questions. To identify customer segments, Two-Step cluster analysis was conducted. Three distinct pharmacy customer clusters emerged. Customers of the largest cluster (49%; 'convenience customers') were mostly younger consumers. They gave moderate to positive ratings to factors affecting the selection of pharmacy and OTCs; convenience, and previous experience and the pharmacist's opinion, received the highest ratings. Customers of the second cluster (35%; 'loyal customers') were mainly retired; most of them reported visiting a single pharmacy. They gave high ratings to all factors that influence pharmacy selection, especially the pharmacy's staff, and factors influencing the purchase of OTCs, particularly previous experience and the pharmacist's opinion. Customers of the smallest cluster (16%; 'convenience and price-sensitive customers') were mainly retired or unemployed with low to moderate education, and low personal income. They gave the lowest ratings to most of the examined factors; convenience among factors influencing pharmacy selection, whereas previous experience, the pharmacist's opinion and product price among those affecting the purchase of OTCs, received the highest ratings. The community pharmacy market comprised of distinct customer segments that varied in the consumer preferences concerning the selection of pharmacy and OTCs, the evaluation of pharmaceutical services and products, and demographic characteristics.

Evaluation of the effect of custom burr holes on a surgeon's sense of screw fixation in revision porous metal cups.

PubMed

Nyland, Mark A; Lanting, Brent A; Nikolov, Hristo N; Somerville, Lyndsay E; Teeter, Matthew G; Howard, James L

2016-12-01

It is common practice to burr custom holes in revision porous metal cups for screw insertion. The objective of this study was to determine how different hole types affect a surgeon's sense of screw fixation. Porous revision cups were prepared with pre-drilled and custom burred holes. Cups were held in place adjacent to synthetic bone material of varying density. Surgeons inserted screws through the different holes and materials. Surgeon subjective rating, compression, and torque was recorded. The torque achieved was greater ( p  = 0.002) for screws through custom holes than pre-fabricated holes in low and medium density material, with no difference for high density. Peak compression was greater ( p  = 0.026) through the pre-fabricated holes only in high density material. Use of burred holes affects the torque generated, and may decrease the amount of cup-acetabulum compression achieved.

76 FR 1471 - FY 2010 Annual Compliance Report; Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2011-01-10

... issued rules on periodic reporting of service performance measurement and customer satisfaction in FY...-FY10- 29. Id. at 12. Customer satisfaction. The FY 2010 ACR discusses the Postal Service's transition... filing; service performance results; levels of customer satisfaction achieved; progress toward goals...

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.

Squaring the Project Management Circle: Updating the Cost, Schedule, and Performance Methodology

DTIC Science & Technology

2016-04-30

success is measured as achieving technical performance and/or mission performance goals, coupled with customer (warfighter) satisfaction (De Wit, 1988...studies added criteria such as customer satisfaction , efficiency of execution, and effectiveness of the project organization (Pinto & Slevin, 1998...team and the user customer organization, management policy and project control. This clustering of success factors represents the amalgamation of the

75 FR 4397 - Agency Information Collection Activities: Submission for OMB Review; Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2010-01-27

... Government Performance and Results Act (GPRA) Customer Satisfaction form (OMB 0930-0197). The only revision...) Customer Satisfaction form (OMB 0930-0197). The ATTCs are eliminating the Technical Assistance and Meeting... CSAT Government Performance and Results Act (GPRA) Customer Satisfaction form (OMB 0930-0197) Training...

19 CFR 143.6 - Failure to maintain performance standards.

Code of Federal Regulations, 2011 CFR

2011-04-01

... 19 Customs Duties 2 2011-04-01 2011-04-01 false Failure to maintain performance standards. 143.6 Section 143.6 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF THE TREASURY (CONTINUED) SPECIAL ENTRY PROCEDURES Automated Broker Interface § 143.6 Failure to...

A Simulation Model for Measuring Customer Satisfaction through Employee Satisfaction

NASA Astrophysics Data System (ADS)

Zondiros, Dimitris; Konstantopoulos, Nikolaos; Tomaras, Petros

2007-12-01

Customer satisfaction is defined as a measure of how a firm's product or service performs compared to customer's expectations. It has long been a subject of research due to its importance for measuring marketing and business performance. A lot of models have been developed for its measurement. This paper propose a simulation model using employee satisfaction as one of the most important factors leading to customer satisfaction (the others being expectations and disconfirmation of expectations). Data obtained from a two-year survey in customers of banks in Greece were used. The application of three approaches regarding employee satisfaction resulted in greater customer satisfaction when there is serious effort to keep employees satisfied.

Empirical research on Kano’s model and customer satisfaction

PubMed Central

Lin, Feng-Han; Tsai, Sang-Bing; Lee, Yu-Cheng; Hsiao, Cheng-Fu; Zhou, Jie; Wang, Jiangtao; Shang, Zhiwen

2017-01-01

Products are now developed based on what customers desire, and thus attractive quality creation has become crucial. In studies on customer satisfaction, methods for analyzing quality attributes and enhancing customer satisfaction have been proposed to facilitate product development. Although substantial studies have performed to assess the impact of the attributes on customer satisfaction, little research has been conducted that quantitatively calculate the odds of customer satisfaction for the Kano classification, fitting a nonlinear relationship between attribute-level performance and customer satisfaction. In the present study, the odds of customer satisfaction were determined to identify the classification of quality attributes, and took customer psychology into account to suggest how decision-makers should prioritize the allocation of resources. A novel method for quantitatively assessing quality attributes was proposed to determine classification criteria and fit the nonlinear relationship between quality attributes and customer satisfaction. Subsequently, a case study was conducted on bicycle user satisfaction to verify the novel method. The concept of customer satisfaction odds was integrated with the value function from prospect theory to understand quality attributes. The results of this study can serve as a reference for product designers to create attractive quality attributes in their products and thus enhance customer satisfaction. PMID:28873418

Empirical research on Kano's model and customer satisfaction.

PubMed

Lin, Feng-Han; Tsai, Sang-Bing; Lee, Yu-Cheng; Hsiao, Cheng-Fu; Zhou, Jie; Wang, Jiangtao; Shang, Zhiwen

2017-01-01

Products are now developed based on what customers desire, and thus attractive quality creation has become crucial. In studies on customer satisfaction, methods for analyzing quality attributes and enhancing customer satisfaction have been proposed to facilitate product development. Although substantial studies have performed to assess the impact of the attributes on customer satisfaction, little research has been conducted that quantitatively calculate the odds of customer satisfaction for the Kano classification, fitting a nonlinear relationship between attribute-level performance and customer satisfaction. In the present study, the odds of customer satisfaction were determined to identify the classification of quality attributes, and took customer psychology into account to suggest how decision-makers should prioritize the allocation of resources. A novel method for quantitatively assessing quality attributes was proposed to determine classification criteria and fit the nonlinear relationship between quality attributes and customer satisfaction. Subsequently, a case study was conducted on bicycle user satisfaction to verify the novel method. The concept of customer satisfaction odds was integrated with the value function from prospect theory to understand quality attributes. The results of this study can serve as a reference for product designers to create attractive quality attributes in their products and thus enhance customer satisfaction.

Essays on measurement and evaluation of demand side management programs in the electricity industry, and impacts of firm strategy on stock price in the biotechnology industry

NASA Astrophysics Data System (ADS)

Bandres Motola, Miguel A.

Essay one estimates changes in small business customer energy consumption (kWh) patterns resulting from a seasonally differentiated pricing structure. Econometric analysis leverages cross-sectional time series data across the entire population of affected customers, from 2007 through the present. Observations include: monthly energy usage (kWh), relevant customer segmentations, local daily temperature, energy price, and region-specific economic conditions, among other variables. The study identifies the determinants of responsiveness to seasonal price differentiation. In addition, estimated energy consumption changes occurring during the 2010 summer season are reported for the average customer and in aggregate grouped by relevant customer segments, climate zone, and total customer base. Essay two develops an econometric modeling methodology to evaluate load impacts for short duration demand response events. The study analyzes time series data from a season of direct load control program tests aimed at integrating demand response into the wholesale electricity market. I have combined "fuzzy logic" with binary variables to create "fuzzy indicator variables" that allow for measurement of short duration events while using industry standard model specifications. Typically, binary variables for every hour are applied in load impact analysis of programs dispatched in hourly intervals. As programs evolve towards integration with the wholesale market, event durations become irregular and often occur for periods of only a few minutes. This methodology is innovative in that it conserves the degrees of freedom in the model while allowing for analysis of high frequency data using fixed effects. Essay three examines the effects of strategies, intangibles, and FDA news on the stocks of young biopharmaceutical firms. An event study methodology is used to explore those effects. This study investigates 20,839 announcements from 1990 to 2005. Announcements on drug development, alliances, publications, presentations, and FDA approval have a positive effect on the short-term performance of young biopharmaceutical firms. Announcements on goals not met, FDA drug approval denied, and changes in structural organizations have a negative effect on the short-term performance of young biopharmaceutical firms.

Employee customer orientation in context: how the environment moderates the influence of customer orientation on performance outcomes.

PubMed

Grizzle, Jerry W; Zablah, Alex R; Brown, Tom J; Mowen, John C; Lee, James M

2009-09-01

This empirical study evaluated the moderating effects of unit customer orientation (CO) climate and climate strength on the relationship between service workers' level of CO and their performance of customer-oriented behaviors (COBs). In addition, the study examined whether aggregate COB performance influences unit profitability. Building on multisource, multilevel data, the study's results suggest that the influence of employee CO on employee COB performance is positive when the unit's CO climate is relatively high and that the constructs are unrelated when unit CO climate is relatively low. In addition, the data reveal that unit COB performance influences unit profitability by enhancing revenues without a concomitant increase in costs. The study's results underscore the theoretical importance of considering cross-level influencers of employee-level relationships and suggest that managers should focus on creating a climate that is supportive of COBs if their units are to profit from the recruitment, hiring, and retention of customer-oriented employees.

Do candidate reactions relate to job performance or affect criterion-related validity? A multistudy investigation of relations among reactions, selection test scores, and job performance.

PubMed

McCarthy, Julie M; Van Iddekinge, Chad H; Lievens, Filip; Kung, Mei-Chuan; Sinar, Evan F; Campion, Michael A

2013-09-01

Considerable evidence suggests that how candidates react to selection procedures can affect their test performance and their attitudes toward the hiring organization (e.g., recommending the firm to others). However, very few studies of candidate reactions have examined one of the outcomes organizations care most about: job performance. We attempt to address this gap by developing and testing a conceptual framework that delineates whether and how candidate reactions might influence job performance. We accomplish this objective using data from 4 studies (total N = 6,480), 6 selection procedures (personality tests, job knowledge tests, cognitive ability tests, work samples, situational judgment tests, and a selection inventory), 5 key candidate reactions (anxiety, motivation, belief in tests, self-efficacy, and procedural justice), 2 contexts (industry and education), 3 continents (North America, South America, and Europe), 2 study designs (predictive and concurrent), and 4 occupational areas (medical, sales, customer service, and technological). Consistent with previous research, candidate reactions were related to test scores, and test scores were related to job performance. Further, there was some evidence that reactions affected performance indirectly through their influence on test scores. Finally, in no cases did candidate reactions affect the prediction of job performance by increasing or decreasing the criterion-related validity of test scores. Implications of these findings and avenues for future research are discussed. PsycINFO Database Record (c) 2013 APA, all rights reserved

The potential for gaming techniques in radiology education and practice.

PubMed

Reiner, Bruce; Siegel, Eliot

2008-02-01

Traditional means of communication, education and training, and research have been dramatically transformed with the advent of computerized medicine, and no other medical specialty has been more greatly affected than radiology. Of the myriad of newer computer applications currently available, computer gaming stands out for its unique potential to enhance end-user performance and job satisfaction. Research in other disciplines has demonstrated computer gaming to offer the potential for enhanced decision making, resource management, visual acuity, memory, and motor skills. Within medical imaging, video gaming provides a novel means to enhance radiologist and technologist performance and visual perception by increasing attentional capacity, visual field of view, and visual-motor coordination. These enhancements take on heightened importance with the increasing size and complexity of three-dimensional imaging datasets. Although these operational gains are important in themselves, psychologic gains intrinsic to video gaming offer the potential to reduce stress and improve job satisfaction by creating a fun and engaging means of spirited competition. By creating customized gaming programs and rewards systems, video game applications can be customized to the skill levels and preferences of individual users, thereby creating a comprehensive means to improve individual and collective job performance.

Importance/performance analysis: a tool for service quality control by clinical laboratories.

PubMed

Scammon, D L; Weiss, R

1991-01-01

A study of customer satisfaction with clinical laboratory service is used as the basis for identifying potential improvements in service and more effectively targeting marketing activities to enhance customer satisfaction. Data on customer satisfaction are used to determine the aspects of service most critical to customers, how well the organization is doing in delivery of service, and how consistent service delivery is. Importance-performance analysis is used to highlight areas for future resource reallocation and strategic emphasis. Suggestions include the establishment of performance guidelines for customer contact personnel, the enhancement of timely delivery of reports via electronic transmission (computer and fax), and the development of standardized graphics for request and report forms to facilitate identification of appropriate request forms and guide clients to key items of information on reports.

Pacific Northwest Storms Situation Report # 3

DOE Office of Scientific and Technical Information (OSTI.GOV)

None

2006-12-17

Significant progress has been made in restoring power to customers in the Pacific Northwest region. Currently, 468,200 customers, including Canada, remain without power. This is down from 1.8 million customers who lost power following severe wind and snow storms on December 14-15, 2006. The customers without power represent about 16 percent of customers in the affected utility service areas of Oregon and Washington. See table below. The Olympic pipeline reports that the pipeline is operational; however, pipeline throughput remains reduced since one substation along the line remains without power. Complete power restoration is expected later today. There are no reportsmore » of problems regarding fuel distribution and production.« less

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.

Modeling the customer in electronic commerce.

PubMed

Helander, M G; Khalid, H M

2000-12-01

This paper reviews interface design of web pages for e-commerce. Different tasks in e-commerce are contrasted. A systems model is used to illustrate the information flow between three subsystems in e-commerce: store environment, customer, and web technology. A customer makes several decisions: to enter the store, to navigate, to purchase, to pay, and to keep the merchandize. This artificial environment must be designed so that it can support customer decision-making. To retain customers it must be pleasing and fun, and create a task with natural flow. Customers have different needs, competence and motivation, which affect decision-making. It may therefore be important to customize the design of the e-store environment. Future ergonomics research will have to investigate perceptual aspects, such as presentation of merchandize, and cognitive issues, such as product search and navigation, as well as decision making while considering various economic parameters. Five theories on e-commerce research are presented.

Analysis of logistic distribution performance of good supply from PT. Mentari Trans Nusantara distribution center to branches using Smart PLS 3.0

NASA Astrophysics Data System (ADS)

Endrawati, Titin; Siregar, M. Tirtana

2018-03-01

PT Mentari Trans Nusantara is a company engaged in the distribution of goods from the manufacture of the product to the distributor branch of the customer so that the product distribution must be controlled directly from the PT Mentari Trans Nusantara Center for faster delivery process. Problems often occur on the expedition company which in charge in sending the goods although it has quite extensive networking. The company is less control over logistics management. Meanwhile, logistics distribution management control policy will affect the company's performance in distributing products to customer distributor branches and managing product inventory in distribution center. PT Mentari Trans Nusantara is an expedition company which engaged in good delivery, including in Jakarta. Logistics management performance is very important due to its related to the supply of goods from the central activities to the branches based oncustomer demand. Supply chain management performance is obviously depends on the location of both the distribution center and branches, the smoothness of transportation in the distribution and the availability of the product in the distribution center to meet the demand in order to avoid losing sales. This study concluded that the company could be more efficient and effective in minimizing the risks of loses by improve its logistic management.

A Strategic Decision Matrix for Analyzing Food Service Operations at Air Force Bases

DTIC Science & Technology

2006-12-01

substitute product can replace your product, for example high - fructose corn syrup can substitute for sugar. Substitutes may negatively affect...dining facility closed and receive BAS. Customers can be happy with customer service and the quality of the food (a high customer satisfaction level...Services squadron may achieve significant cost savings by pursuing the NAF MOA but must also weigh the dollar savings against the threat of high

U.S. Natural Gas Storage Risk-Based Ranking Methodology and Results

DOE Office of Scientific and Technical Information (OSTI.GOV)

Folga, Steve; Portante, Edgar; Shamsuddin, Shabbir

2016-10-01

This report summarizes the methodology and models developed to assess the risk to energy delivery from the potential loss of underground gas storage (UGS) facilities located within the United States. The U.S. has a total of 418 existing storage fields, of which 390 are currently active. The models estimate the impacts of a disruption of each of the active UGS facilities on their owners/operators, including (1) local distribution companies (LDCs), (2) directly connected transporting pipelines and thus on the customers in downstream States, and (3) third-party entities and thus on contracted customers expecting the gas shipment. Impacts are measured acrossmore » all natural gas customer classes. For the electric sector, impacts are quantified in terms of natural gas-fired electric generation capacity potentially affected from the loss of a UGS facility. For the purpose of calculating the overall supply risk, the overall consequence of the disruption of an UGS facility across all customer classes is expressed in terms of the number of expected equivalent residential customer outages per year, which combines the unit business interruption cost per customer class and the estimated number of affected natural gas customers with estimated probabilities of UGS disruptions. All models and analyses are based on publicly available data. The report presents a set of findings and recommendations in terms of data, further analyses, regulatory requirements and standards, and needs to improve gas/electric industry coordination for electric reliability.« less

Robot Training With Vector Fields Based on Stroke Survivors' Individual Movement Statistics.

PubMed

Wright, Zachary A; Lazzaro, Emily; Thielbar, Kelly O; Patton, James L; Huang, Felix C

2018-02-01

The wide variation in upper extremity motor impairments among stroke survivors necessitates more intelligent methods of customized therapy. However, current strategies for characterizing individual motor impairments are limited by the use of traditional clinical assessments (e.g., Fugl-Meyer) and simple engineering metrics (e.g., goal-directed performance). Our overall approach is to statistically identify the range of volitional movement capabilities, and then apply a robot-applied force vector field intervention that encourages under-expressed movements. We investigated whether explorative training with such customized force fields would improve stroke survivors' (n = 11) movement patterns in comparison to a control group that trained without forces (n = 11). Force and control groups increased Fugl-Meyer UE scores (average of 1.0 and 1.1, respectively), which is not considered clinically meaningful. Interestingly, participants from both groups demonstrated dramatic increases in their range of velocity during exploration following only six days of training (average increase of 166.4% and 153.7% for the Force and Control group, respectively). While both groups showed evidence of improvement, we also found evidence that customized forces affected learning in a systematic way. When customized forces were active, we observed broader distributions of velocity that were not present in the controls. Second, we found that these changes led to specific changes in unassisted motion. In addition, while the shape of movement distributions changed significantly for both groups, detailed analysis of the velocity distributions revealed that customized forces promoted a greater proportion of favorable changes. Taken together, these results provide encouraging evidence that patient-specific force fields based on individuals' movement statistics can be used to create new movement patterns and shape them in a customized manner. To the best of our knowledge, this paper is the first to directly link engineering assessments of stroke survivors' exploration movement behaviors to the design of customized robot therapy.

47 CFR 76.309 - Customer service obligations.

Code of Federal Regulations, 2014 CFR

2014-10-01

... obligations. (a) A cable franchise authority may enforce the customer service standards set forth in paragraph (c) of this section against cable operators. The franchise authority must provide affected cable... section; (2) A franchising authority from enforcing, through the end of the franchise term, pre-existing...

Do Customers Flee From HIV? A Survey of HIV Stigma and Its Potential Economic Consequences on Small Businesses in Tshwane (Pretoria), South Africa.

PubMed

Chao, Li-Wei; Szrek, Helena; Leite, Rui; Ramlagan, Shandir; Peltzer, Karl

2017-01-01

HIV stigma and discrimination affect care-seeking behavior and may also affect entrepreneurial activity. We interview 2382 individuals in Pretoria, South Africa, and show that respondents believe that businesses with known HIV+ workers may lose up to half of their customers, although the impact depends on the type of business. Survey respondents' fear of getting HIV from consuming everyday products sold by the business-despite a real infection risk of zero-was a major factor driving perceived decline in customers, especially among food businesses. Respondents' perceptions of the decline in overall life satisfaction when one gets sick from HIV and the respondent's dislike of people with HIV were also important predictors of potential customer exit. We suggest policy mechanisms that could improve the earnings potential of HIV+ workers: reducing public health scare tactics that exacerbate irrational fear of HIV infection risk and enriching public health education about HIV and ARVs to improve perceptions about people with HIV.

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. (c) 2015 APA, all rights reserved).

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

NASA Astrophysics Data System (ADS)

Li, Yi; Zhao, Hong; Yang, Yue

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

Effects of a Custom Bite-Aligning Mouthguard on Performance in College Football Players.

PubMed

Drum, Scott N; Swisher, Anna M; Buchanan, Christina A; Donath, Lars

2016-05-01

Besides injury prevention, mouthguards can also be employed to improve physical performance. The effects of personalization of mouthguards have rarely been investigated. This 3-armed, randomized, controlled crossover trial investigated the difference of wearing (a) personalized or custom-made (CM, e.g., bite-aligned), (b) standard (BB, boil and bite), and (c) no (CON) mouthguards on general fitness parameters in experienced collegiate football players. A group of 10 upperclassmen (age, 19-22 years; mean ± SD: age = 20.7 ± 0.8 years; body mass = 83 ± 7.4 kg; height = 179.1 ± 5.2 cm; body mass index = 25.9 ± 2.2 kg·cm), National Collegiate Athletic Association Division II football players with at least 2 years of playing experience, were randomly assigned to the 3 mouthguard conditions: a randomized, within-subjects repeated-measures design was applied. All participants were randomly tested on strength and endurance performance V[Combining Dot Above]O2max testing, with Bruce treadmill protocol including (a) time to fatigue, (b) blood lactate concentration in millimoles per liter at stage 2 and (c) at peak fatigue, (d) flexibility, (e) reaction time, (f) squat vertical jump, (g) countermovement vertical jump, and (h) 1 repetition maximum bench press. Repeated-measures analysis of variance showed no significant differences between the 3 conditions for each outcome variable (0.23 < p < 0.94; 0.007 < (Equation is included in full-text article.)< 0.15). These data indicate that CM mouthguards did not superiorly affect general fitness parameters compared with BB and CON. In turn, protective BB or CM mouthpieces did not appear to impair general fitness performance vs. CON. The recommendation of a custom bite-aligning mouthguards for performance enhancement in young Division II football players is questioned. Further studies with larger sample sizes, gender comparison, and (sport) discipline-specific performance testing are needed.

15 CFR 292.4 - Information infrastructure projects.

Code of Federal Regulations, 2010 CFR

2010-01-01

... customer base. The target customer base must be clearly defined and, in general, will be technical... evaluation for assessing outcomes of the activity, and “customer satisfaction” measures of performance. ... the customer base's needs within the proposed project area. The proposal should also show that the...

75 FR 29567 - Extension of Agency Information Collection Activity Under OMB Review: Aviation Security Customer...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-05-26

... Information Collection Activity Under OMB Review: Aviation Security Customer Satisfaction Performance... surveying travelers to measure customer satisfaction of aviation security in an effort to more efficiently.... Information Collection Requirement OMB Control Number 1652-0013; Aviation Security Customer Satisfaction...

The balanced scorecard--measures that drive performance.

PubMed

Kaplan, R S; Norton, D P

1992-01-01

Frustrated by the inadequacies of traditional performance measurement systems, some managers have abandoned financial measures like return on equity and earnings per share. "Make operational improvements and the numbers will follow," the argument goes. But managers do not want to choose between financial and operational measures. Executives want a balanced presentation of measures that allow them to view the company from several perspectives simultaneously. During a year-long research project with 12 companies at the leading edge of performance measurement, the authors developed a "balanced scorecard," a new performance measurement system that gives top managers a fast but comprehensive view of the business. The balanced scorecard includes financial measures that tell the results of actions already taken. And it complements those financial measures with three sets of operational measures having to do with customer satisfaction, internal processes, and the organization's ability to learn and improve--the activities that drive future financial performance. Managers can create a balanced scorecard by translating their company's strategy and mission statements into specific goals and measures. To create the part of the scorecard that focuses on the customer perspective, for example, executives at Electronic Circuits Inc. established general goals for customer performance: get standard products to market sooner, improve customers' time-to-market, become customers' supplier of choice through partnerships, and develop innovative products tailored to customer needs. Managers translated these elements of strategy into four specific goals and identified a measure for each.

Antecedents of Corporate Environmental Commitments: The Role of Customers.

PubMed

Afshar Jahanshahi, Asghar; Brem, Alexander

2018-06-06

The management of natural environments has become a fundamental issue for companies in recent years. A firm’s environmental commitment affects all levels of its operation. In this study, we investigated whether having an effective and constant relationship with customers over time (customer capital) makes a difference to firms with a high environmental commitment compared with less environmentally committed firms. We found support for our idea by using original survey data from 149 small and medium-sized enterprises (SMEs) in Iran (2016⁻2017). Furthermore, we found that customer capital enhances environmental collaboration with customers which, in turn, has a positive impact on the firm’s environmental commitments. These findings provide empirical evidence for the important role of “getting closer to customers” as a way of enhancing corporate environmental responsibility in developing countries with weak institutional environments.

16 CFR 240.13 - Customer's and third party liability.

Code of Federal Regulations, 2011 CFR

2011-01-01

... brokers, perform in-store services for their grocery retailer customers, such as stocking of shelves, building of displays and checking or rotating inventory, etc. A customer operating a retail grocery... new store opening when the customer knows or should know that such allowances, or suitable...

16 CFR 240.13 - Customer's and third party liability.

Code of Federal Regulations, 2012 CFR

2012-01-01

... brokers, perform in-store services for their grocery retailer customers, such as stocking of shelves, building of displays and checking or rotating inventory, etc. A customer operating a retail grocery... new store opening when the customer knows or should know that such allowances, or suitable...

16 CFR 240.13 - Customer's and third party liability.

Code of Federal Regulations, 2014 CFR

2014-01-01

... brokers, perform in-store services for their grocery retailer customers, such as stocking of shelves, building of displays and checking or rotating inventory, etc. A customer operating a retail grocery... new store opening when the customer knows or should know that such allowances, or suitable...

16 CFR 240.13 - Customer's and third party liability.

Code of Federal Regulations, 2013 CFR

2013-01-01

... brokers, perform in-store services for their grocery retailer customers, such as stocking of shelves, building of displays and checking or rotating inventory, etc. A customer operating a retail grocery... new store opening when the customer knows or should know that such allowances, or suitable...

Treatment of a unicameral bone cyst in a dog using a customized titanium device.

PubMed

Nojiri, Ayami; Akiyoshi, Hideo; Ohashi, Fumihito; Ijiri, Atsuki; Sawase, Osamu; Matsushita, Tomiharu; Takemoto, Mitsuru; Fujibayashi, Shunsuke; Nakamura, Takashi; Yamaguchi, Tsutomu

2015-01-01

A 4-year-old Shih-Tzu, referred for an enlarged left carpus, was diagnosed with a unicameral bone cyst. A customized titanium device was inserted into cystic lesion and fixed by titanium screws. Sufficient strength of the affected bone with the device inserted to maintain limb function was established after resection of contents of cystic lesion. There was no deterioration of the lesion of bone cyst, and acceptable function of the affected limb with no clinical signs of lameness was maintained during 36 months follow-up. The results of this study demonstrated that bone cyst curettage and use of a customized titanium device could provide an effective alternative treatment of huge lesion of unicameral bone cysts with the intent of preventing pathologic fractures.

Treatment of a unicameral bone cyst in a dog using a customized titanium device

PubMed Central

NOJIRI, Ayami; AKIYOSHI, Hideo; OHASHI, Fumihito; IJIRI, Atsuki; SAWASE, Osamu; MATSUSHITA, Tomiharu; TAKEMOTO, Mitsuru; FUJIBAYASHI, Shunsuke; NAKAMURA, Takashi; YAMAGUCHI, Tsutomu

2014-01-01

ABSTRACT A 4-year-old Shih-Tzu, referred for an enlarged left carpus, was diagnosed with a unicameral bone cyst. A customized titanium device was inserted into cystic lesion and fixed by titanium screws. Sufficient strength of the affected bone with the device inserted to maintain limb function was established after resection of contents of cystic lesion. There was no deterioration of the lesion of bone cyst, and acceptable function of the affected limb with no clinical signs of lameness was maintained during 36 months follow-up. The results of this study demonstrated that bone cyst curettage and use of a customized titanium device could provide an effective alternative treatment of huge lesion of unicameral bone cysts with the intent of preventing pathologic fractures. PMID:25319515

Ready: how to keep your customers coming back.

PubMed

Eliscu, A T

2000-01-01

Customer service is a major, but often overlooked, issue in health care today. While other industries and organizations recognize how good customer relations can affect long-term success, many health care providers have yet to learn this valuable lesson. The Ritz-Carlton, which won the prestigious Baldridge Award for service, has a well-earned reputation for excellent customer service. Like health care providers, this hotel industry icon hires hourly workers, puts them in uniform and has them work in teams. Unlike health care, however, The Ritz-Carlton seems to be able to generate a much higher level of customer satisfaction. How? This chapter illustrates the techniques the hotel chain uses to accomplish its goal and how these important tools can apply to the health care industry.

20 CFR 666.420 - Under what circumstances may a sanction be applied to local areas for poor performance?

Code of Federal Regulations, 2010 CFR

2010-04-01

... performance agreed to under § 666.310 for the core indicators of performance or customer satisfaction... or customer satisfaction indicators for a program for two consecutive program years, the Governor...

A mechanical property and stress corrosion evaluation of Custom 455 stainless steel alloy

NASA Technical Reports Server (NTRS)

Montano, J. W.

1972-01-01

The mechanical and stress corrosion properties are presented of vacuum melted Custom 455 stainless steel alloy bar (1.0-inch diameter) and sheet (0.083-inch thick) material aged at 950 F, 1000 F, and 1050 F. Low temperature mechanical properties were determined at temperatures of 80 F, 0 F, -100 F, and -200 F. For all three aging treatments, the ultimate tensile and 0.2 percent offset yield strengths increased with decreasing test temperatures while the elongation held fairly constant down to -100 F and decreased at -200 F. Reduction in Area decreased moderately with decreasing temperature for the longitudinal round (0.250-inch diameter) specimens. Notched tensile strength and charpy V-notched impact strength decreased with decreasing test temperature. For all three aging treatments, no failures were observed in the unstressed specimens or the specimens stressed to 50, 75, and 100 percent of their yield strengths for 180 days of alternate immersion testing in a 3.5 percent NaCl solution. As indicated by the results of tensile tests performed after alternate immersion testing, the mechanical properties of Custom 455 alloy were not affected by stress or exposure under the conditions of the evaluation.

A definition of high-level decisions in the engineering of systems

NASA Astrophysics Data System (ADS)

Powell, Robert Anthony

The role of the systems engineer defines that he or she be proactive and guide the program manager and their customers through their decisions to enhance the effectiveness of system development---producing faster, better, and cheaper systems. The present lack of coverage in literature on what these decisions are and how they relate to each other may be a contributing factor to the high rate of failure among system projects. At the onset of the system development process, decisions have an integral role in the design of a system that meets stakeholders' needs. This is apparent during the design and qualification of both the Development System and the Operational System. The performance, cost and schedule of the Development System affect the performance of the Operational System and are affected by decisions that influence physical elements of the Development System. The performance, cost, and schedule of the Operational System is affected by decisions that influence physical elements of the Operational System. Traditionally, product and process have been designed using know-how and trial and error. However, the empiricism of engineers and program managers is limited which can, and has led to costly mistakes. To date, very little research has explored decisions made in the engineering of a system. In government, literature exists on procurement processes for major system development; but in general literature on decisions, how they relate to each other, and the key information requirements within one of two systems and across the two systems is not readily available. This research hopes to improve the processes inherent in the engineering of systems. The primary focus of this research is on department of defense (DoD) military systems, specifically aerospace systems and may generalize more broadly. The result of this research is a process tool, a Decision System Model, which can be used by systems engineers to guide the program manager and their customers through the decisions about concurrently designing and qualifying both the Development and Operational systems.

75 FR 8925 - Pressure Sensitive Plastic Tape from Italy: Preliminary Results of Antidumping Duty Changed...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-02-26

... changes in customers, the company's business operations had not been substantially affected by the change... Determination In making a successor-in-interest determination, the Department typically examines several factors...) customer base. See, e.g., Notice of Final Results of Changed Circumstances Review: Polychloroprene Rubber...

Mycobacteria in nail salon whirlpool footbaths, California.

PubMed

Vugia, Duc J; Jang, Yvonne; Zizek, Candi; Ely, Janet; Winthrop, Kevin L; Desmond, Edward

2005-04-01

In 2000, an outbreak of Mycobacterium fortuitum furunculosis affected customers using whirlpool footbaths at a nail salon. We swabbed 30 footbaths in 18 nail salons from 5 California counties and found mycobacteria in 29 (97%); M. fortuitum was the most common. Mycobacteria may pose an infectious risk for pedicure customers.

Mycobacteria in Nail Salon Whirlpool Footbaths, California

PubMed Central

Jang, Yvonne; Zizek, Candi; Ely, Janet; Winthrop, Kevin L.; Desmond, Edward

2005-01-01

In 2000, an outbreak of Mycobacterium fortuitum furunculosis affected customers using whirlpool footbaths at a nail salon. We swabbed 30 footbaths in 18 nail salons from 5 California counties and found mycobacteria in 29 (97%); M. fortuitum was the most common. Mycobacteria may pose an infectious risk for pedicure customers. PMID:15829204

17 CFR 31.6 - Registration of leverage commodities.

Code of Federal Regulations, 2011 CFR

2011-04-01

... commodity's economic value and how such amendments might affect the ability of leverage customers making or... a change in the economic value of such commodities and, if so, quantify the extent of such changes... the ability of leverage customers electing to make or take delivery of the commodity at an economic...

Artificial Muscle (AM) Cilia Array for Underwater Systems

DTIC Science & Technology

2016-12-15

structures, including cilia-like structures. Specifically, a custom 3D printer was created that utilizes custom-made Nafion filament for 30 printing of custom... printing ) of IPMC material to create custom-shaped AM structures, including cilia-like structures. Various custom-shaped AM structures were fabricated via...integrating square cross-section IPMC actuators with a printed circuit board power delivery system. IV. Concise Accomplishments Performance

Using Customer Satisfaction for Measuring the Effectiveness of Integrated Product Teams.

DTIC Science & Technology

1995-09-01

personal interviews with five major customers of ASC. The customers are Air Mobility Command, Air Combat Command, Air Education and Training Command...Air Mobility Command U.S. Army 25 Research Question 5. What characteristics of IPT performance do IPT customers perceive as most important? The...USING CUSTOMER SATISFACTION FOR MEASURING THE EFFECTIVENESS OF INTEGRATED PRODUCT TEAMS THESIS Charles H. Embs James N. Anderson Captain

Critical Success Factors of Internet Shopping: The Case of Japan

NASA Astrophysics Data System (ADS)

Atchariyachanvanich, Kanokwan; Okada, Hitoshi; Sonehara, Noboru

This paper presents the results from a study conducted on the effect of differing factors on a customer's attitude towards using Internet shopping in Japan. The research model used was an extended version of the consumers' acceptance of virtual stores model with the addition of a new factor, need specificity, and a grouping of critical success factors based on their customer-centric and website-centric viewpoints sources. It examines how differences in the individual characteristics of customers affect the actual use of Internet shopping. According to an online questionnaire filled out by 1,215 online customers used to conduct a multiple regression analysis and a structural equation modeling analysis, the participant's gender, education level, innovativeness, net-orientation, and need specificity, which are the factors for the customer-centric viewpoints, have a positive impact on the actual use of Internet shopping. The implication also shows that Japanese online customers do not worry about the quality of service of Internet shopping, a factor in the website-centric viewpoint, as significantly as offline customers do.

A customer oriented systematic framework to extract business strategy in Indian electricity services

NASA Astrophysics Data System (ADS)

Satapathy, Suchismita; Mishra, Pravudatta

2013-11-01

Competition in the electric service industry is highlighting the importance of a number of issues affecting the nature and quality of customer service. The quality of service(s) provided to electricity customers may be enhanced by competition, if doing so offers service suppliers a competitive advantage. On the other hand, service quality offered to some consumers could decline if utilities focus their attention on those customers most likely to exercise choice, while reducing effort and investment to serve customers less likely to choose alternatives. Service quality is defined as the way in which the utility interacts with and responds to the needs of its customers. To achieve maximum consumer satisfaction in electricity service, This paper has designed a framework by QFD by measuring service quality of electricity utility sector in ANN and also find interrelationship between these design requirements by ISM.

[Aspects of post-tramatic stress disorder after a traffic acident].

PubMed

Noll-Hussong, M; Herberger, S; Grauer, M T; Otti, A; Gündel, H

2013-09-01

Post-traumatic stress disorder (PTSD) occurs most frequently in the general population after traffic accidents and affects up to 15 % of those involved. Mental and physical comorbidity, preliminary damage or injury can herald the development of PTSD, but the scope of social support after the accident plays a crucial role in whether and to what extent potential PTSD develops. Against this background, preventive and injury reduction aspects of the interaction between insurance companies and their customers are conceivable, which could also positively affect health economic and aspects of job or customer satisfaction.

Shifting from Production to Service to Experience-Based Operations

NASA Astrophysics Data System (ADS)

Angelis, Jannis; de Lima, Edson Pinheiro

This chapter covers the shift in focus of value added business operations from ­production to services, and in turn, to experience-based operations where customer involvement itself becomes part of the offering. The shift has significant implications for how businesses are managed. The greater service focus affects the firm's unique value proposition, which necessitates considerations on strategy, supplier relations, post-sale offerings and so on. Meanwhile, the inclusion of customer ­experiences affect the way operations are designed and employed so that these are structurally systematically captured and capitalised.

Customer awareness and preferences toward competing hospital services.

PubMed

Woodside, A; Shinn, R

1988-03-01

Does unaided awareness of a hospital affect former patients' preferences for and intention to use the medical services of that hospital? Do customer preferences toward hospitals influence their intentions to use the medical services of those hospitals? To what extent does satisfaction with previous hospital stays affect former patients' intentions to return to the same hospital? The authors provide some tentative answers to these questions. The results of an exploratory field study of former inpatients of one hospital are reported. Several recommendations for research and hospital marketing strategies are provided.

Gaining customer knowledge: obtaining and using customer judgments for hospitalwide quality improvement.

PubMed

Nelson, E C; Caldwell, C; Quinn, D; Rose, R

1991-03-01

Customer knowledge is an essential feature of hospitalwide quality improvement. All systems and processes have customers. The aim is to use customer knowledge and voice of the customer measurement to plan, design, improve, and monitor these systems and processes continuously. In this way, the hospital stands the best chance of meeting customers' needs and, hopefully, delivering services that are so outstanding that customers will be surprised and delighted. There are many methods, both soft and hard, that can be used to increase customer knowledge. One useful strategy is to use a family of quality measures that reflect the voice of the customer. These measures can generate practical and powerful customer knowledge information that is essential to performing strategic planning, deploying quality policy, designing new services, finding targets for improvements, and monitoring those continuous improvements based on customers' judgments.

PDC bits break ground with advanced vibration mitigation

DOE Office of Scientific and Technical Information (OSTI.GOV)

NONE

1995-10-01

Advancements in PDC bit technology have resulted in the identification and characterization of different types of vibrational modes that historically have limited PDC bit performance. As a result, concepts have been developed that prevent the initiation of vibration and also mitigate its damaging effects once it occurs. This vibration-reducing concept ensures more efficient use of the energy available to a PDC bit performance. As a result, concepts have been developed that prevent the imitation of vibration and also mitigate its damaging effects once it occurs. This vibration-reducing concept ensures more efficient use of the energy available to a PDC bit,more » thereby improving its performance. This improved understanding of the complex forces affecting bit performance is driving bit customization for specific drilling programs.« less

The balanced scorecard: an integrative approach to performance evaluation.

PubMed

Oliveira, J

2001-05-01

In addition to strict financial outcomes, healthcare financial managers should assess intangible assets that affect the organization's bottom line, such as clinical processes, staff skills, and patient satisfaction and loyalty. The balanced scorecard, coupled with data-warehousing capabilities, offers a way to measure an organization's performance against its strategic objectives while focusing on building capabilities to achieve these objectives. The balanced scorecard examines performance related to finance, human resources, internal processes, and customers. Because the balanced scorecard requires substantial amounts of data, it is a necessity to establish an organizational data warehouse of clinical, operational, and financial data that can be used in decision support. Because it presents indicators that managers and staff can influence directly by their actions, the balanced-scorecard approach to performance measurement encourages behavioral changes aimed at achieving corporate strategies.

75 FR 35093 - Submission for Review: Customer Satisfaction Surveys, OMB Control No. 3206-0236.

Federal Register 2010, 2011, 2012, 2013, 2014

2010-06-21

... OFFICE OF PERSONNEL MANAGEMENT Submission for Review: Customer Satisfaction Surveys, OMB Control... Satisfaction Surveys. As required by the Paperwork Reduction Act of 1995 (Pub. L. 104-13, 44 U.S.C. chapter 35... customers to evaluate our performance in providing services. Customer satisfaction surveys are valuable...

The relationship investigation between factors affecting demand for broadband and the level of satisfaction among broadband customers in the South East Coast of Sabah, Malaysia

NASA Astrophysics Data System (ADS)

Hashim, S. H. A.; Hamid, F. A.; Kiram, J. J.; Sulaiman, J.

2017-09-01

This paper aims to investigate the relationship between factors that affecting the demand for broadband and the level of satisfaction. Previous researchers have found that the adoption of broadband is greatly influenced by many factors. Thus, in this study, a self-administered questionnaire was developed to obtain the factors affecting demand for broadband among broadband customers as well as their level of satisfaction. Pearson correlation, one-way analysis of variance (ANOVA) and t-test were used for statistical interpretation of the relationship. This study shows that there are better relationships between several factors over demand for broadband and satisfaction level.

20 CFR 666.100 - What performance indicators must be included in a State's plan?

Code of Federal Regulations, 2010 CFR

2010-04-01

..., respectively and the two customer satisfaction indicators. (1) For the Adult program, these indicators are: (i...) A single customer satisfaction measure for employers and a single customer satisfaction indicator...

Assessing the Idaho Transportation Department's customer service performance.

DOT National Transportation Integrated Search

2011-10-23

This report assesses customer satisfaction with the Idaho Transportation Department. It also compares and contrasts the results of customer satisfaction surveys conducted for the Idaho Transportation Department with the results from other state trans...

Effects of selection and training on unit-level performance over time: a latent growth modeling approach.

PubMed

Van Iddekinge, Chad H; Ferris, Gerald R; Perrewé, Pamela L; Blass, Fred R; Heetderks, Thomas D; Perryman, Alexa A

2009-07-01

Surprisingly few data exist concerning whether and how utilization of job-related selection and training procedures affects different aspects of unit or organizational performance over time. The authors used longitudinal data from a large fast-food organization (N = 861 units) to examine how change in use of selection and training relates to change in unit performance. Latent growth modeling analyses revealed significant variation in both the use and the change in use of selection and training across units. Change in selection and training was related to change in 2 proximal unit outcomes: customer service performance and retention. Change in service performance, in turn, was related to change in the more distal outcome of unit financial performance (i.e., profits). Selection and training also affected financial performance, both directly and indirectly (e.g., through service performance). Finally, results of a cross-lagged panel analysis suggested the existence of a reciprocal causal relationship between the utilization of the human resources practices and unit performance. However, there was some evidence to suggest that selection and training may be associated with different causal sequences, such that use of the training procedure appeared to lead to unit performance, whereas unit performance appeared to lead to use of the selection procedure.

Profit-Based Model Selection for Customer Retention Using Individual Customer Lifetime Values.

PubMed

Óskarsdóttir, María; Baesens, Bart; Vanthienen, Jan

2018-03-01

The goal of customer retention campaigns, by design, is to add value and enhance the operational efficiency of businesses. For organizations that strive to retain their customers in saturated, and sometimes fast moving, markets such as the telecommunication and banking industries, implementing customer churn prediction models that perform well and in accordance with the business goals is vital. The expected maximum profit (EMP) measure is tailored toward this problem by taking into account the costs and benefits of a retention campaign and estimating its worth for the organization. Unfortunately, the measure assumes fixed and equal customer lifetime value (CLV) for all customers, which has been shown to not correspond well with reality. In this article, we extend the EMP measure to take into account the variability in the lifetime values of customers, thereby basing it on individual characteristics. We demonstrate how to incorporate the heterogeneity of CLVs when CLVs are known, when their prior distribution is known, and when neither is known. By taking into account individual CLVs, our proposed approach of measuring model performance gives novel insights when deciding on a customer retention campaign. The method is dependent on the characteristics of the customer base as is compliant with modern business analytics and accommodates the data-driven culture that has manifested itself within organizations.

Stress and performance: do service orientation and emotional energy moderate the relationship?

PubMed

Smith, Michael R; Rasmussen, Jennifer L; Mills, Maura J; Wefald, Andrew J; Downey, Ronald G

2012-01-01

The current study examines the moderating effect of customer service orientation and emotional energy on the stress-performance relationship for 681 U.S. casual dining restaurant employees. Customer service orientation was hypothesized to moderate the stress-performance relationship for Front-of-House (FOH) workers. Emotional energy was hypothesized to moderate stress-performance for Back-of-House (BOH) workers. Contrary to expectations, customer service orientation failed to moderate the effects of stress on performance for FOH employees, but the results supported that customer service orientation is likely a mediator of the relationship. However, the hypothesis was supported for BOH workers; emotional energy was found to moderate stress performance for these employees. This finding suggests that during times of high stress, meaningful, warm, and empathetic relationships are likely to impact BOH workers' ability to maintain performance. These findings have real-world implications in organizational practice, including highlighting the importance of developing positive and meaningful social interactions among workers and facilitating appropriate person-job fits. Doing so is likely to help in alleviating worker stress and is also likely to encourage worker performance.

Customized mandibular reconstruction plates improve mechanical performance in a mandibular reconstruction model

PubMed Central

Gutwald, Ralf; Jaeger, Raimund; Lambers, Floor M.

2017-01-01

Abstract The purpose of this paper was to analyze the biomechanical performance of customized mandibular reconstruction plates with optimized strength. The best locations for increasing bar widths were determined with a sensitivity analysis. Standard and customized plates were mounted on mandible models and mechanically tested. Maximum stress in the plate could be reduced from 573 to 393 MPa (−31%) by increasing bar widths. The median fatigue limit was significantly greater (p < 0.001) for customized plates (650 ± 27 N) than for standard plates (475 ± 27 N). Increasing bar widths at case-specific locations was an effective strategy for increasing plate fatigue performance. PMID:27887036

Early warning system for potential churners among mortgage customers

NASA Astrophysics Data System (ADS)

Irpan, Hamidah Muhd; Aidid, Sharifah Sakinah Syed Hassan; Mohmad, Sarahiza; Ibrahim, Noorazilah

2014-07-01

Retaining existing customer is a major task for many companies because cost to acquire new customers is higher than retaining existing customers. For mortgage business in Bank X, customer relationship management plays a big role to understand their customers' profile and churners so that suitable action can be done to retain their potential churners. Objectives of this study are (1) understanding their customers' profile and churners, (2) modeling potential churners using neural network model and (3) to deploy the model to identify potential churners. Data was divided into two parts: sampling (67,470 cases) and scoring (4,488 cases). Analysis was done using SAS Enterprise Miner. Dependent variable is churner/non churner while independent variables are balance and amount of loan, interest rate offered installment amount, loan performance, months in arrear, vintage, tenure, age, race and gender. Potential churners were identified as Malays, followed by Indian, other races and Chinese. Nonperforming loan and male customers tend to churn compared to performing loan and female customers. Younger customers with small loan amount, balance and monthly instalment, higher interest rate, have many months in arrears, longer vintage and tenure have higher tendency to churn from Bank X. Hence, Bank X should focus on the potential churners for their campaign to minimize the expenses of retaining existing customers by doing an effective campaign with high successful rate.

Prediction of customer behaviour analysis using classification algorithms

NASA Astrophysics Data System (ADS)

Raju, Siva Subramanian; Dhandayudam, Prabha

2018-04-01

Customer Relationship management plays a crucial role in analyzing of customer behavior patterns and their values with an enterprise. Analyzing of customer data can be efficient performed using various data mining techniques, with the goal of developing business strategies and to enhance the business. In this paper, three classification models (NB, J48, and MLPNN) are studied and evaluated for our experimental purpose. The performance measures of the three classifications are compared using three different parameters (accuracy, sensitivity, specificity) and experimental results expose J48 algorithm has better accuracy with compare to NB and MLPNN algorithm.

Physician Perceptions of Performance Feedback in a Quality Improvement Activity.

PubMed

Eden, Aimee R; Hansen, Elizabeth; Hagen, Michael D; Peterson, Lars E

Physician performance and peer comparison feedback can affect physician care quality and patient outcomes. This study aimed to understand family physician perspectives of the value of performance feedback in quality improvement (QI) activities. This study analyzed American Board of Family Medicine open-ended survey data collected between 2004 and 2014 from physicians who completed a QI module that provided pre- and post-QI project individual performance data and peer comparisons. Physicians made 3480 comments in response to a question about this performance feedback, which were generally positive in nature (86%). Main themes that emerged were importance of accurate feedback data, enhanced detail in the content of feedback, and ability to customize peer comparison groups to compare performance to peers with similar patient populations or practice characteristics. Meaningful and tailored performance feedback may be an important tool for physicians to improve their care quality and should be considered an integral part of QI project design.

48 CFR 1609.7101-2 - Community-rated carrier performance factors.

Code of Federal Regulations, 2010 CFR

2010-10-01

... will apply the Customer Service and Critical Contract Compliance Requirements percentage factors..., payment, or service, perform the function, or otherwise meet its obligations as stated in 1609.7101-1. The... Element Performance factor (to be multiplied by premium and withheld from carrier's payments) I. Customer...

78 FR 13157 - Recruitment Notice for the Taxpayer Advocacy Panel

Federal Register 2010, 2011, 2012, 2013, 2014

2013-02-26

... issues that affect taxpayers, and make suggestions for improving IRS service and customer satisfaction... year, and a desire to help improve IRS customer service. To the extent possible, the TAP Director will... taxpayers'' are broadly defined to include U.S. citizens working, living, or doing business abroad or in a U...

27 CFR 26.261 - Action by district director of customs.

Code of Federal Regulations, 2010 CFR

2010-04-01

... 27 Alcohol, Tobacco Products and Firearms 1 2010-04-01 2010-04-01 false Action by district director of customs. 26.261 Section 26.261 Alcohol, Tobacco Products and Firearms ALCOHOL AND TOBACCO TAX..., 1975] Editorial Note: For Federal Register citations affecting § 26.261, see the List of CFR Sections...

27 CFR 26.261 - Action by district director of customs.

Code of Federal Regulations, 2011 CFR

2011-04-01

... 27 Alcohol, Tobacco Products and Firearms 1 2011-04-01 2011-04-01 false Action by district director of customs. 26.261 Section 26.261 Alcohol, Tobacco Products and Firearms ALCOHOL AND TOBACCO TAX..., 1975] Editorial Note: For Federal Register citations affecting § 26.261, see the List of CFR Sections...

27 CFR 26.261 - Action by district director of customs.

Code of Federal Regulations, 2012 CFR

2012-04-01

... 27 Alcohol, Tobacco Products and Firearms 1 2012-04-01 2012-04-01 false Action by district director of customs. 26.261 Section 26.261 Alcohol, Tobacco Products and Firearms ALCOHOL AND TOBACCO TAX..., 1975] Editorial Note: For Federal Register citations affecting § 26.261, see the List of CFR Sections...

Affect Recognition through Facebook for Effective Group Profiling towards Personalized Instruction

ERIC Educational Resources Information Center

Troussas, Christos; Espinosa, Kurt Junshean; Virvou, Maria

2016-01-01

Social networks are progressively being considered as an intense thought for learning. Particularly in the research area of Intelligent Tutoring Systems, they can create intuitive, versatile and customized e-learning systems which can advance the learning process by revealing the capacities and shortcomings of every learner and by customizing the…

Do Customers Flee from HIV? A Survey of HIV Stigma and Its Potential Economic Consequences on Small Businesses in Tshwane (Pretoria), South Africa*

PubMed Central

Chao, Li-Wei; Szrek, Helena; Leite, Rui; Ramlagan, Shandir; Peltzer, Karl

2016-01-01

HIV stigma and discrimination affect care-seeking behavior and may also affect entrepreneurial activity. We interview 2,382 individuals in Pretoria, South Africa, and show that respondents believe that businesses with known HIV+ workers may lose up to half of their customers, although the impact depends on the type of business. Survey respondents’ fear of getting HIV from consuming everyday products sold by the business - despite a real infection risk of zero - was a major factor driving perceived decline in customers, especially among food businesses. Respondents’ perceptions of the decline in overall life satisfaction when one gets sick from HIV and the respondent’s dislike of people with HIV were also important predictors of potential customer exit. We suggest policy mechanisms that could improve the earnings potential of HIV+ workers: reducing public health scare tactics that exacerbate irrational fear of HIV infection risk and enriching public health education about HIV and ARVs to improve perceptions about people with HIV. PMID:27385027

Creating natural-looking removable prostheses: combining art and science to imitate nature.

PubMed

Patras, Michael; Kourtis, Stefanos; Sykaras, Nikitas

2012-06-01

Patient awareness of dental appearance has increased, resulting in more demanding esthetic requests. There is also strong evidence that increased esthetics is highly significant for complete denture acceptance and success. Taking notice of patients' perceptions of natural appearance and esthetics, the clinician can incorporate their preferences in the construction of individualized dentures that will be harmonized with their facial characteristics. Despite the evolution of materials and techniques, the vast majority of dentures still fail to look natural. Thus, producing prostheses that defy detection and successfully restore the appearance of edentulous patients remains a challenge for the clinician. This paper presents a clinical case where immediate loading of implants supporting a mandibular overdenture was combined with an opposing conventional maxillary denture to satisfy the high functional and esthetic demands of the patient. It also emphasizes the individualized esthetic performance through customization during their fabrication while taking into consideration the various clinical parameters affecting rehabilitation of the edentulous jaw. Implant-retained overdentures can significantly improve the patients' function. The esthetic performance of these restorations however, may not be satisfying the patients' expectations and demands. Customizing the artificial gingival areas and individual staining of the prefabricated acrylic teeth may improve the esthetic performance creating natural-looking removable prostheses. © 2011 Wiley Periodicals, Inc.

WisDOT statewide customer satisfaction survey.

DOT National Transportation Integrated Search

2013-02-01

The purpose of this study was to develop and initiate a new customer satisfaction tool that would establish a set of baseline : departmental performance measures and be sustainable for future use. ETC Institute completed a statewide customer : survey...

Idaho Transportation Department 2011 customer satisfaction survey.

DOT National Transportation Integrated Search

2011-10-01

In the spring and summer of 2011, the Idaho Transportation Department (ITD) commissioned a statewide customer satisfaction survey of Idaho residents to assess their perception of ITDs performance in several key areas of customer service. The areas...

Engineering performance metrics

NASA Astrophysics Data System (ADS)

Delozier, R.; Snyder, N.

1993-03-01

Implementation of a Total Quality Management (TQM) approach to engineering work required the development of a system of metrics which would serve as a meaningful management tool for evaluating effectiveness in accomplishing project objectives and in achieving improved customer satisfaction. A team effort was chartered with the goal of developing a system of engineering performance metrics which would measure customer satisfaction, quality, cost effectiveness, and timeliness. The approach to developing this system involved normal systems design phases including, conceptual design, detailed design, implementation, and integration. The lessons teamed from this effort will be explored in this paper. These lessons learned may provide a starting point for other large engineering organizations seeking to institute a performance measurement system accomplishing project objectives and in achieving improved customer satisfaction. To facilitate this effort, a team was chartered to assist in the development of the metrics system. This team, consisting of customers and Engineering staff members, was utilized to ensure that the needs and views of the customers were considered in the development of performance measurements. The development of a system of metrics is no different than the development of any type of system. It includes the steps of defining performance measurement requirements, measurement process conceptual design, performance measurement and reporting system detailed design, and system implementation and integration.

The art of customer service.

PubMed

Williams, Jeni

2007-10-01

Strategies for improving the consumer service skills of finance staff include: Hire employees who have a customer service background. Work with your human resources department to provide customer service training. Monitor new hires extensively. Offer front-end employees scripted language for situations they may face on the job. Measure the quality of customer service provided. Provide incentives for performance.

20 CFR 641.710 - How are the performance indicators defined?

Code of Federal Regulations, 2010 CFR

2010-04-01

... customer satisfaction surveys administered to each of these three customer groups. The Department will... 20 Employees' Benefits 3 2010-04-01 2010-04-01 false How are the performance indicators defined... § 641.710 How are the performance indicators defined? (a) The core indicators are defined as follows: (1...

Person-Environment Congruence as a Predictor of Customer Service Performance.

ERIC Educational Resources Information Center

Fritzsche, Barbara A.; Powell, Amy B.; Hoffman, Russell

1999-01-01

Customer service representatives (n=90) completed the Position Classification Inventory (PCI), Self-Directed Search, and a cognitive ability test. PCI was similar to the Dictionary of Holland Occupational Codes in predicting performance. Cognitive ability was not significantly correlated with performance. Person/environment fit was supported as a…

RFID of next generation network for enhancing customer relationship management in healthcare industries.

PubMed

Alzahrani, Ahmed; Qureshi, Muhammad Shuaib; Thayananthan, Vijey

2017-10-23

This paper aims to analyze possible next generation of networked radio frequency identification (NGN-RFID) system for customer relationship management (CRM) in healthcare industries. Customer relationship and its management techniques in a specific healthcare industry are considered in this development. The key objective of using NGN-RFID scheme is to enhance the handling of patients' data to improve the CRM efficiency in healthcare industries. The proposed NGN-RFID system is one of the valid points to improve the ability of CRM by analyzing different prior and current traditional approaches. The legacy of customer relationship management will be improved by using this modern NGN-RFID technology without affecting the novelty.

Participation in Performance-Evaluation Studies by U.S. Geological Survey National Water Quality Laboratory

USGS Publications Warehouse

Glodt, Stephen R.; Pirkey, Kimberly D.

1998-01-01

Performance-evaluation studies provide customers of the U.S. Geological Survey National Water Quality Laboratory (NWQL) with data needed to evaluate performance and to compare of select laboratories for analytical work. The NWQL participates in national and international performance-evaluation (PE) studies that consist of samples of water, sediment, and aquatic biological materials for the analysis of inorganic constituents, organic compounds, and radionuclides. This Fact Sheet provides a summary of PE study results from January 1993 through April 1997. It should be of particular interest to USGS customers and potential customers of the NWQL, water-quality specialists, cooperators, and agencies of the Federal Government.

The Impact of Market Orientation on Patient Safety Climate Among Hospital Nurses.

PubMed

Weng, Rhay-Hung; Chen, Jung-Chien; Pong, Li-Jung; Chen, Li-Mei; Lin, Tzu-Chi

2016-03-01

Improving market orientation and patient safety have become the key concerns of nursing management. For nurses, establishing a patient safety climate is the key to enhancing nursing quality. This study explores how market orientation affects the climate of patient safety among hospital nurses. We proposed adopting a cross-sectional research design and using questionnaires to collect responses from nurses working in two Taiwanese hospitals. Three-hundred and forty-three valid samples were obtained. Multiple regression and path analyses were conducted to test the study. Market orientation was defined as the combination of customer orientation, competitor orientation, and interfunctional coordination. Customer orientation directly affects the climate of patient safety. Although the findings only supported Hypothesis 1, competitor orientation and interfunctional coordination positively affected the patient safety climate through the mediating effects of hospital support for staff. Health care managers could encourage nurses to adopt customer-oriented perspectives to enhance their nursing care. In addition, to enhance competitor orientation, interfunctional coordination, and the patient safety climate, hospital managers could strengthen their support for staff members. © The Author(s) 2014.

A Correlational Study of How Airline Customer Service and Consumer Perception of Airline Customer Service Affect the Air Rage Phenomenon

NASA Technical Reports Server (NTRS)

Hunter, Joyce A.

2007-01-01

Between 1995 and 2000, customer service declined throughout the airline industry, as reported in February 2001 by the U.S. Department of Transportation (2001). One of the biggest problems today within the airline industry is the constant complaining from customers regarding the deterioraton of service (McCollough, Berry, & Yadav, 2000). Since 1995, unfortunately no airline has been immune from service deterioration, as reported by the Airline Quality Rating, an annual report by two airline industry experts who analyzed Department of Transportation statistics (Harrison & Kleinsasser, 1999). The airline' refusal to recognize the issue of customer service has perpetuated an environment that has become dangerous and detrimental to the traveling public as well as to airline employees, which in turn has fueled a new phenomenon, now referred to as "air rage".

Using online surveys and Facebook ads to solicit customer feedback : research summary.

DOT National Transportation Integrated Search

2017-03-01

The Missouri Department of Transportation : (MoDOT) developed the Tracker system to : assess agency performance in pursuit of its : mission to provide a world-class transportation : system that delights our customers. MoDOT : customers expect t...

Customer service in equine veterinary medicine.

PubMed

Blach, Edward L

2009-12-01

This article explores customer service in equine veterinary medicine. It begins with a discussion about the differences between customers and clients in veterinary medicine. An overview of the nature of the veterinary-client-patient relationship and its effects on the veterinarian's services sheds light on how to evaluate your customer service. The author reviews a study performed in 2007 that evaluated 24 attributes of customer service and their importance to clients of equine veterinarians in their decision to select a specific veterinarian or hospital. The article concludes with an overview of how to evaluate your customer service in an effort to optimize your service to achieve customer loyalty.

From Industry to Higher Education and Libraries: Building the Fast Response Library (FRL).

ERIC Educational Resources Information Center

Apostolou, A. S.; Skiadas, C. H.

In order to be effective in the coming millennium, libraries will need to measure their performance rigorously against the expectations and real needs of their customers. The library of the future will need to be a customer sensitive, knowledge creating, agile enterprise. It must provide value to every customer, where value is the customer's…

A Brand Loyalty Model Utilizing Team Identification and Customer Satisfaction in the Licensed Sports Product Industry

ERIC Educational Resources Information Center

Lee, Soonhwan; Shin, Hongbum; Park, Jung-Jun; Kwon, Oh-Ryun

2010-01-01

The purpose of this study was to investigate the relationship among the attitudinal brand loyalty variables (i.e., cognitive, affective, and conative components), team identification, and customer satisfaction by developing a structural equation model, based on Oliver's (1997) attitudinal brand loyalty model. The results of this study confirmed…

27 CFR 26.116 - Issuance of permit, Form 487B, and customs inspection.

Code of Federal Regulations, 2011 CFR

2011-04-01

... 27 Alcohol, Tobacco Products and Firearms 1 2011-04-01 2011-04-01 false Issuance of permit, Form 487B, and customs inspection. 26.116 Section 26.116 Alcohol, Tobacco Products and Firearms ALCOHOL AND..., 1975] Editorial Note: For Federal Register citations affecting § 26.116, see the List of CFR Sections...

27 CFR 26.116 - Issuance of permit, Form 487B, and customs inspection.

Code of Federal Regulations, 2012 CFR

2012-04-01

... 27 Alcohol, Tobacco Products and Firearms 1 2012-04-01 2012-04-01 false Issuance of permit, Form 487B, and customs inspection. 26.116 Section 26.116 Alcohol, Tobacco Products and Firearms ALCOHOL AND..., 1975] Editorial Note: For Federal Register citations affecting § 26.116, see the List of CFR Sections...

Effects of Cultural Assimilation in a Cross-Border M&A

NASA Astrophysics Data System (ADS)

Ito, Satoshi; Tamiya, Toshihiko; Fujimura, Shuzo

2010-06-01

This paper examines a merger of two companies with respect to the assimilation of corporate culture differences, particularly quality culture. The study aims to clarify the root cause of declines in quality ratings from customers after a merger despite maintaining products and services as they were before the merger, and whether cultural differences affect decision-making in a newly merged company. Examination is reported of the relationship between actions taken to assimilate quality culture and the resulting quality ratings given by customers, and analyzed is the time required to address quality incidents and the progress of cultural assimilation. A total of 301 incidents in the 5 years after a merger were analyzed, focusing on the time required to resolve the incidents. These empirical analyses reveal that the extent of cultural assimilation is associated with the speed of organizational decision-making and affects the quality ratings given by customers.

Improved Dynamic Modeling of the Cascade Distillation Subsystem and Analysis of Factors Affecting Its Performance

NASA Technical Reports Server (NTRS)

Perry, Bruce A.; Anderson, Molly S.

2015-01-01

The Cascade Distillation Subsystem (CDS) is a rotary multistage distiller being developed to serve as the primary processor for wastewater recovery during long-duration space missions. The CDS could be integrated with a system similar to the International Space Station Water Processor Assembly to form a complete water recovery system for future missions. A preliminary chemical process simulation was previously developed using Aspen Custom Modeler® (ACM), but it could not simulate thermal startup and lacked detailed analysis of several key internal processes, including heat transfer between stages. This paper describes modifications to the ACM simulation of the CDS that improve its capabilities and the accuracy of its predictions. Notably, the modified version can be used to model thermal startup and predicts the total energy consumption of the CDS. The simulation has been validated for both NaC1 solution and pretreated urine feeds and no longer requires retuning when operating parameters change. The simulation was also used to predict how internal processes and operating conditions of the CDS affect its performance. In particular, it is shown that the coefficient of performance of the thermoelectric heat pump used to provide heating and cooling for the CDS is the largest factor in determining CDS efficiency. Intrastage heat transfer affects CDS performance indirectly through effects on the coefficient of performance.

Effects of customer entitlement on service workers' physical and psychological well-being: a study of waitstaff employees.

PubMed

Fisk, Glenda M; Neville, Lukas B

2011-10-01

This exploratory study examines the nature of customer entitlement and its impact on front-line service employees. In an open-ended qualitative inquiry, 56 individuals with waitstaff experience described the types of behaviors entitled customers engage in and the kinds of service-related "perks" these individuals feel deserving of. Participants explained how they responded to entitled customers, how and when managers became involved, and how their dealings with these patrons influenced their subjective physical and psychological well-being. We found that the behaviors of entitled customers negatively impacted waitstaff employees. Participants reported physiological arousal, negative affect, burnout, and feelings of dehumanization as a result of dealing with these patrons. While respondents drew on a variety of strategies to manage their encounters with entitled customers, they indicated workplace support was often informal and described feeling abandoned by management in dealing with this workplace stressor. Approaching customer entitlement as a form of microaggression, we offer recommendations for practice and suggest new directions for future research. . (PsycINFO Database Record (c) 2011 APA, all rights reserved).

Application of Quality Function Deployment (QFD) method and kano model to redesign fresh fruit bunches sorting tool

NASA Astrophysics Data System (ADS)

Anizar; Siregar, I.; Yahya, I.; Yesika, N.

2018-02-01

The activity of lowering fresh fruit bunches (FFB) from truck to sorting floor is performed manually by workers using a sorting tool. Previously, the sorting tool used is a pointed iron bar with a T-shaped handle. Changes made to the sorting tool causes several complaints on worker and affect the time to lower the fruit. The purpose of this article is to obtain the design of an FFB sorting tool that suits the needs of these workers by applying the Quality Function Deployment (QFD) and Kano Model methods. Both of the two methods will be integrated to find the design that matches workers’ image and psychological feeling. The main parameters are to obtain the customer requirements of the palm fruit loading workers, to find the most important technical characteristics and critical part affecting the quality of the FFB sorting tool. The customer requirements of the palm loading workers are the following : the color of the coating paint is gray, the bar material is made of stainless pipe, the main grip coating material is made of grip, the tip material is made of the spring steel, the additional grip is made of rubber and the handle is of triangular shape.

Analysis on online word-of-mouth of customer satisfaction in cultural and creative industries of Taiwan: using cultural heritage application and performance facilities as examples

NASA Astrophysics Data System (ADS)

Tsai, Li-Fen; Shaw, Jing-Chi; Wang, Pei-Wen; Shih, Meng-Long; Su, Yi-Jing

2011-10-01

This study aims to probe into customers' online word-of-mouth regarding cultural heritage applications and performance facilities in Cultural and Creative Industries. Findings demonstrate that, regarding online word-of-mouth for art museums, museums, and art villages, items valued by customers are design aesthetics of displays and collections, educational functions, and environments and landscapes. The percentages are 10.102%, 11.208% and 11.44%, respectively. In addition, cultural heritage applications and performance facility industries in Taiwan are highly valued in online word-of-mouth.

Benchmarking for the competitive marketplace.

PubMed

Clarke, R W; Sucher, T O

1999-07-01

One would get little argument these days regarding the importance of performance measurement in the health care industry. The traditional approach has been the straightforward use of measurable units such as financial comparisons and clinical indicators (e.g., length of stay). Also we in the health care industry have traditionally benchmarked our performance and strategies against those most like ourselves. Today's competitive market demands a more customer-focused set of performance measures that go beyond traditional approaches such as customer service. The most important task in today's environment is to study the customers' emerging priorities and adjust our business to meet those priorities.

A new customer service partnership for hospitals and physicians.

PubMed

Sanford, Kathleen D

2011-12-01

To promote better customer service, clinical and finance leaders should work as partners to: Make customer service as important a goal as clinical quality. Educate staff on better communication with patients and families. Perform a root-cause analysis to identify problem trends.

Customer relations data aids marketing efforts.

PubMed

Werronen, H J

1988-08-01

A customer relations information system can help improve a hospital's marketing performance. With such a system, the author writes, a medical center can easily redirect its information systems away from the traditional transaction-oriented approach toward the building of long-lasting relationship with customers.

75 FR 38725 - Service Performance Measurement

Federal Register 2010, 2011, 2012, 2013, 2014

2010-07-06

... of Customer Sastisfaction A. General Considerations B. Rule 3055.91--Consumer Access to Postal Services C. Rule 3055.92--Customer Experience Measurement Surveys D. Rule 3055.93--Mystery Shopper Program... Commission is adopting a final rule on service perfomance measurement and customer satisfaction. The final...

Sense or Sensibility?: How Commitment Mediates the Role of Self-Service Technology on Loyalty

NASA Astrophysics Data System (ADS)

Singh, Sangeeta; Olsen, Line Lervik

It has been well documented that employing self-service technology (SST) results in considerable cost savings but few studies have examined its impact on consumers’ behavior. We apply a well-recognized model from the field of services marketing in an SST context. We examine how the established relationships between satisfaction, affective and calculative commitments, and loyalty are affected when the service is provided through a technology interface as opposed to service personnel. We then present two alternative perspectives on the role of SST. The first is based on the predominant assumption that SST is a moderator of the relationship between customer loyalty and its drivers, while the other rests on the assumption that SST is just another context and that its role in affecting customer loyalty is mediated by drivers of loyalty. A cross-sectional study conducted in the banking industry shows that SST does not change everything. The classical model of how customers evaluate services and the predictors of loyalty are replicated in the SST setting. Interestingly, SST does not have a direct influence on loyalty by itself but its effects are mediated by commitment. However, it is the affective commitment that is more important in forming loyalty toward the service provider.

Manage your human sigma.

PubMed

Fleming, John H; Coffman, Curt; Harter, James K

2005-01-01

If sales and service organizations are to improve, they must learn to measure and manage the quality of the employee-customer encounter. Quality improvement methodologies such as Six Sigma are extremely useful in manufacturing contexts, but they're less useful when it comes to human interactions. To address this problem, the authors have developed a quality improvement approach they refer to as Human Sigma. It weaves together a consistent method for assessing the employee-customer encounter and a disciplined process for managing and improving it. There are several core principles for measuring and managing the employee-customer encounter: It's important not to think like an economist or an engineer when assessing interactions because emotions inform both sides' judgments and behavior. The employee-customer encounter must be measured and managed locally, because there are enormous variations in quality at the work-group and individual levels. And to improve the quality of the employee-customer interaction, organizations must conduct both short-term, transactional interventions and long-term, transformational ones. Employee engagement and customer engagement are intimately connected--and, taken together, they have an outsized effect on financial performance. They therefore need to be managed holistically. That is, the responsibility for measuring and monitoring the health of employee-customer relationships must reside within a single organizational structure, with an executive champion who has the authority to initiate and manage change. Nevertheless, the local manager remains the single most important factor in local group performance. A local manager whose work group shows suboptimal performance should be encouraged to conduct interventions, such as targeted training, performance reviews, action learning, and individual coaching.

Customer involvement in greening the supply chain: an interpretive structural modeling methodology

NASA Astrophysics Data System (ADS)

Kumar, Sanjay; Luthra, Sunil; Haleem, Abid

2013-04-01

The role of customers in green supply chain management needs to be identified and recognized as an important research area. This paper is an attempt to explore the involvement aspect of customers towards greening of the supply chain (SC). An empirical research approach has been used to collect primary data to rank different variables for effective customer involvement in green concept implementation in SC. An interpretive structural-based model has been presented, and variables have been classified using matrice d' impacts croises- multiplication appliqué a un classement analysis. Contextual relationships among variables have been established using experts' opinions. The research may help practicing managers to understand the interaction among variables affecting customer involvement. Further, this understanding may be helpful in framing the policies and strategies to green SC. Analyzing interaction among variables for effective customer involvement in greening SC to develop the structural model in the Indian perspective is an effort towards promoting environment consciousness.

The Structure and Evolution of Buyer-Supplier Networks

PubMed Central

Mizuno, Takayuki; Souma, Wataru; Watanabe, Tsutomu

2014-01-01

In this paper, we investigate the structure and evolution of customer-supplier networks in Japan using a unique dataset that contains information on customer and supplier linkages for more than 500,000 incorporated non-financial firms for the five years from 2008 to 2012. We find, first, that the number of customer links is unequal across firms; the customer link distribution has a power-law tail with an exponent of unity (i.e., it follows Zipf's law). We interpret this as implying that competition among firms to acquire new customers yields winners with a large number of customers, as well as losers with fewer customers. We also show that the shortest path length for any pair of firms is, on average, 4.3 links. Second, we find that link switching is relatively rare. Our estimates indicate that the survival rate per year for customer links is 92 percent and for supplier links 93 percent. Third and finally, we find that firm growth rates tend to be more highly correlated the closer two firms are to each other in a customer-supplier network (i.e., the smaller is the shortest path length for the two firms). This suggests that a non-negligible portion of fluctuations in firm growth stems from the propagation of microeconomic shocks – shocks affecting only a particular firm – through customer-supplier chains. PMID:25000368

The structure and evolution of buyer-supplier networks.

PubMed

Mizuno, Takayuki; Souma, Wataru; Watanabe, Tsutomu

2014-01-01

In this paper, we investigate the structure and evolution of customer-supplier networks in Japan using a unique dataset that contains information on customer and supplier linkages for more than 500,000 incorporated non-financial firms for the five years from 2008 to 2012. We find, first, that the number of customer links is unequal across firms; the customer link distribution has a power-law tail with an exponent of unity (i.e., it follows Zipf's law). We interpret this as implying that competition among firms to acquire new customers yields winners with a large number of customers, as well as losers with fewer customers. We also show that the shortest path length for any pair of firms is, on average, 4.3 links. Second, we find that link switching is relatively rare. Our estimates indicate that the survival rate per year for customer links is 92 percent and for supplier links 93 percent. Third and finally, we find that firm growth rates tend to be more highly correlated the closer two firms are to each other in a customer-supplier network (i.e., the smaller is the shortest path length for the two firms). This suggests that a non-negligible portion of fluctuations in firm growth stems from the propagation of microeconomic shocks - shocks affecting only a particular firm - through customer-supplier chains.

The chiller`s role within a utility`s marketing strategy: Using chiller related products and services to win and retain customers. Final report

DOE Office of Scientific and Technical Information (OSTI.GOV)

NONE

1998-04-01

Commercial chillers are used in space and industrial process cooling. Approximately 3% of commercial buildings, representing 19% of all commercial floor space, are cooled by chillers. Consequently, every chiller represents significant electric (or gas) consumption. Chillers can comprise as much as 30% of a large office building`s electrical load. The selection decisions (electric versus gas, standard versus high efficiency, thermal storage or no thermal storage, etc.) for a new or replacement chiller will affect the customer`s energy consumption for twenty to thirty years. Consequently, this decision can play a major role in the customer`s relationship with the energy provider. However,more » even though these chiller decisions have a significant impact on the utility, today the utility has limited influence over these decisions. EPRI commissioned this study to develop understanding that will help utilities increase their influence over chiller decisions. To achieve this objective, this study looks at the customer`s behavior -- how they make chiller decisions, how the customer`s behavior and decisions are influenced today, and how these decisions might change in the future due to the impact of deregulation and changes in customer goals. The output of this project includes a list of product and service offerings that utilities and EPRI could offer to increase their influence over chiller decisions.« less

Expanding probe repertoire and improving reproducibility in human genomic hybridization

PubMed Central

Dorman, Stephanie N.; Shirley, Ben C.; Knoll, Joan H. M.; Rogan, Peter K.

2013-01-01

Diagnostic DNA hybridization relies on probes composed of single copy (sc) genomic sequences. Sc sequences in probe design ensure high specificity and avoid cross-hybridization to other regions of the genome, which could lead to ambiguous results that are difficult to interpret. We examine how the distribution and composition of repetitive sequences in the genome affects sc probe performance. A divide and conquer algorithm was implemented to design sc probes. With this approach, sc probes can include divergent repetitive elements, which hybridize to unique genomic targets under higher stringency experimental conditions. Genome-wide custom probe sets were created for fluorescent in situ hybridization (FISH) and microarray genomic hybridization. The scFISH probes were developed for detection of copy number changes within small tumour suppressor genes and oncogenes. The microarrays demonstrated increased reproducibility by eliminating cross-hybridization to repetitive sequences adjacent to probe targets. The genome-wide microarrays exhibited lower median coefficients of variation (17.8%) for two HapMap family trios. The coefficients of variations of commercial probes within 300 nt of a repetitive element were 48.3% higher than the nearest custom probe. Furthermore, the custom microarray called a chromosome 15q11.2q13 deletion more consistently. This method for sc probe design increases probe coverage for FISH and lowers variability in genomic microarrays. PMID:23376933

The supervisor's performance appraisal: evaluating the evaluator.

PubMed

McConnell, C R

1993-04-01

The focus of much performance appraisal in the coming decade or so will likely be on the level of customer satisfaction achieved through performance. Ultimately, evaluating the evaluator--that is, appraising the supervisor--will likely become a matter of assessing how well the supervisor's department meets the needs of its customers. Since meeting the needs of one's customers can well become the strongest determinant of organizational success or failure, it follows that relative success in ensuring these needs are met can become the primary indicator of one's relative success as a supervisor. This has the effect of placing the emphasis on supervisory performance exactly at the point it belongs, right on the bottom-line results of the supervisor's efforts.

77 FR 20010 - Proposed Information Collection; Comment Request; Online Customer Relationship Management (CRM...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-04-03

... DEPARTMENT OF COMMERCE Minority Business Development Agency Proposed Information Collection; Comment Request; Online Customer Relationship Management (CRM)/Performance Databases, the Online Phoenix... of program goals via the Online CRM/Performance Databases. The data collected through the Online CRM...

Seven Ways to Make Your Training Department One of the Best.

ERIC Educational Resources Information Center

Vander Linde, Karen; And Others

1997-01-01

Explains how training organizations in high-performance companies such as Motorola are different from those in low-performing ones. Identifies management practices: customer focus, training closer to customers, leadership, employee involvement, innovation, process improvement, improvement measurement, and change management. (JOW)

The relationship between employees' perceptions of human resource systems and organizational performance: examining mediating mechanisms and temporal dynamics.

PubMed

Piening, Erk P; Baluch, Alina M; Salge, Torsten Oliver

2013-11-01

Given the limited understanding of temporal issues in extant theorizing about the link between human resource management (HRM) and performance, in this study we aim to shed light on how, when, and why HR interventions affect organizational performance. On the basis of longitudinal, multi-informant and multisource data from public hospital services in England, we provide new insights into the complex interplay between employees' perceptions of HR systems, job satisfaction, and performance outcomes over time. The dynamic panel data analyses provide support for changes in employees' experience of an HR system being related to subsequent changes in customer satisfaction, as mediated by changes in job satisfaction, albeit these effects decrease over time. Moreover, our longitudinal analyses highlight the importance of feedback effects in the HRM-performance chain, which otherwise appears to evolve in a cyclical manner. (c) 2013 APA, all rights reserved.

Performance-Based Logistics Contracts: A Basic Overview

DTIC Science & Technology

2005-11-01

world. The Navy began using PBL contracts in 1999, and since then, contract managers have reported improved availability and reduced customer wait...4825 Mark Center Drive • Alexandria, Virginia 22311-1850 CRM D0012881.A2/Final November 2005 Performance-Based Logistics Contracts: A Basic Overview...Performance-Based Logistics (PBL) contracts provide services or sup- port where the provider is held to customer -oriented performance requirements

Investigating customer racial discrimination in the secondary baseball card market.

PubMed

Primm, Eric; Piquero, Nicole Leeper; Piquero, Alex R; Regoli, Robert M

2011-01-01

A growing body of literature in a variety of disciplines has appeared over the last 20 years examining customer racial bias in the secondary sports card market; however, consensus on the matter has yet to emerge. In this article, we explore the more subtle ways that a player's race/ethnicity may affect the value of his sports card including a player's skin tone (light- to dark-skinned). Data were obtained for 383 black, Latino, and white baseball players who had received at least one vote for induction into Major League Baseball's Hall of Fame including their career performance statistics, rookie card price, card availability, Hall of Fame status, and skin tone. Findings indicate that card availability is the primary determinant of card value while a player's skin tone has no direct effect. Subsequent analysis demonstrates that a player's race (white/non-white) rather than skin tone did have an effect as it interacts with Hall of Fame status to influence his rookie card price.

Perceived importance of employees' traits in the service industry.

PubMed

Lange, Rense; Houran, James

2009-04-01

Selection assessments are common practice to help reduce employee turnover in the service industry, but as too little is known about employees' characteristics, which are valued most highly by human resources professionals, a sample of 108 managers and human resources professionals rated the perceived importance of 31 performance traits for Line, Middle, and Senior employees. Rasch scaling analyses indicated strong consensus among the respondents. Nonsocial skills, abilities, and traits such as Ethical Awareness, Self-motivation, Writing Skills, Verbal Ability, Creativity, and Problem Solving were rated as more important for higher level employees. By contrast, traits which directly affect the interaction with customers and coworkers (Service Orientation, Communication Style, Agreeableness, Sense of Humor, Sensitivity to Diversity, Group Process, and Team Building) were rated as more important for lower level employees. Respondents' age and sex did not substantially alter these findings. Results are discussed in terms of improving industry professionals' perceived ecological and external validities of generic and customized assessments of employee.

Activity-based analyses lead to better decision making.

PubMed

Player, S

1998-08-01

Activity-based costing (ABC) and activity-based management (ABM) are cost-management tools that are relatively new to the healthcare industry. ABC is used for strategic decision making. It assesses the costs associated with specific activities and resources and links those costs to specific internal and external customers of the healthcare enterprise (e.g., patients, service lines, and physician groups) to determine the costs associated with each customer. This cost information then can be adjusted to account for anticipated changes and to predict future costs. ABM, on the other hand, supports operations by focusing on the causes of costs and how costs can be reduced. It assesses cost drivers that directly affect the cost of a product or service, and uses performance measures to evaluate the financial or nonfinancial benefit an activity provides. By identifying each cost driver and assessing the value the element adds to the healthcare enterprise, ABM provides a basis for selecting areas that can be changed to reduce costs.

Benefits of mass customized products: moderating role of product involvement and fashion innovativeness.

PubMed

Park, Minjung; Yoo, Jungmin

2018-02-01

The objective of this study was to explore impacts and benefits of mass customized products on emotional product attachment, favorable attitudes toward a mass customization program, and the ongoing effect on loyalty intentions. This study further investigated how benefits, attachment, attitudes, and loyalty intentions differed as a function of involvement and fashion innovativeness. 290 female online shoppers in South Korea participated in an online survey. Results of this study revealed that perceived benefits positively influenced emotional product attachment and attitudes toward a mass customization program. In addition, attachment positively influenced attitudes, which in turn affected loyalty intentions. This study also found that benefits, attachment, attitudes, and loyalty intentions were all higher in highly involved consumers (high fashion innovators) than those in less involved consumers (low fashion innovators). This study concludes with theoretical and practical implications for mass customization programs.

How much should customers be compensated for interruptions in the drinking water supply?

PubMed

Molinos-Senante, María; Sala-Garrido, Ramon

2017-05-15

Water supply interruptions directly affect customers, and customers should be compensated accordingly. However, few water regulators have applied compensation policies given the difficulty of estimating the economic value of compensation to customers. In this study, a pioneering approach based on the concept of shadow prices is proposed to determine the compensation that customers should receive for unplanned water interruptions. The Chilean water industry was selected as a case study because there is an ongoing policy discussion between the use of penalties or compensation as an incentive to prevent water supply interruptions. The estimated results indicate that for 2014, the value of compensation ranges between 2.4% and 35.4% of the fixed charge of the water tariff. The methodology and findings of this study are of great relevance to water regulators in defining incentives to prompt water companies to provide reliable water service. Copyright © 2017 Elsevier B.V. All rights reserved.

Understanding customer reactions to brokered ultimatums: applying negotiation and justice theory.

PubMed

Humphrey, Stephen E; Ellis, Aleksander P J; Conlon, Donald E; Tinsley, Catherine H

2004-06-01

There has been little research examining customer reactions to brokered ultimatum game (BUG) contexts (i.e. exchanges in which 1 party offers an ultimatum price for a resource through an intermediary, and the ultimatum offer is accepted or rejected by the other party). In this study, the authors incorporated rational decision-making theory and justice theory to examine how customers' bids, recommendations, and repatronage behavior are affected by characteristics of BUG contexts (changing from an ultimatum to negotiation transaction, response timeliness, and offer acceptance or rejection). Results indicated that customers attempt to be economically efficient with their bidding behavior. However, negotiation structures, long waits for a response, and rejected bids create injustice perceptions (particularly informational and distributive injustice), negatively influencing customers' recommendations to others and their repatronage. The authors then discuss the practical and theoretical implications of their results. (c) 2004 APA

78 FR 20345 - Modification and Expansion of CBP Centers of Excellence and Expertise Test To Include Six...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-04-04

... CBP Centers of Excellence and Expertise Test To Include Six Additional Centers AGENCY: U.S. Customs... announces U.S. Customs and Border Protection's (CBP's) plan to modify and expand its test for the Centers of... the test program, identifies the purpose of the test and the regulations that will be affected...

Popularity and customer preferences for over-the-counter Chinese medicines perceived by community pharmacists in Shanghai and Guangzhou: a questionnaire survey study.

PubMed

Ge, Shuai; He, Tian-Tian; Hu, Hao

2014-01-01

This study interviewed community pharmacists in Shanghai and Guangzhou for their perception of the popular categories of over-the-counter (OTC) Chinese medicines and the factors affecting customer preferences for OTC Chinese medicines. A cross-sectional survey was carried out in six main administrative districts in Guangzhou and eight main administrative districts in Shanghai, China. Descriptive statistical analysis was conducted in this study. OTC Chinese medicines contributed 21-50% among all the pharmaceutical sales by the community pharmacies. The prevalent categories of OTC Chinese medicines were common cold medicines, respiratory system medicines, digestive system agents, gynecological medicines, health tonic medicines, and qing re (heat-clearing) and qu du (detoxifying) medicines. Customers were more concerned about medical factors of OTC Chinese medicines than business factors. Among the medical factors, the most important was drug safety, followed by efficacy, contraindications, indications, and side effects. Among the business factors, the most important were brand and price. This study identified the top sales categories of OTC Chinese medicines in Shanghai and Guangzhou and the important factors such as drug safety, efficacy, period of validity, contraindications, and indications that are affecting the customer preferences for OTC Chinese medicines.

Customized Polymethyl Methacrylate Implants for the Reconstruction of Craniofacial Osseous Defects

PubMed Central

Fernandes da Silva, André Luis; Borba, Alexandre Meireles; Simão, Niverso Rodrigues; Pedro, Fábio Luis Miranda

2014-01-01

Craniofacial defects represent alterations in the anatomy and morphology of the cranial vault and the facial bones that potentially affect an individual's psychological and social well-being. Although a variety of techniques and restorative procedures have been described for the reconstruction of the affected area, polymethyl methacrylate (PMMA), a biocompatible and nondegradable acrylic resin-based implant, is the most widely used alloplastic material for such craniomaxillofacial reconstruction. The aim of this study was to describe a technique for aesthetic and functional preoperative customized reconstruction of craniofacial bone defects from a small series of patients offered by the Brazilian public health system. Three adult male patients attended consultation with chief complaints directly related to their individual craniofacial bone defects. With the aid of multislice computed tomography scans and subsequent fabrication of the three-dimensional craniofacial prototype, custom-made PMMA implants were fabricated preoperatively. Under general anesthesia, with access to the craniofacial defects with a coronal approach, the PMMA implants were adapted and fixated to the facial skeleton with titanium plates and screws. Postoperative evaluation demonstrated uneventful recovery and an excellent aesthetic result. Customized prefabricated PMMA implants manufactured over the rapid prototyping models proved to be effective and feasible. PMID:25093139

Customized polymethyl methacrylate implants for the reconstruction of craniofacial osseous defects.

PubMed

Fernandes da Silva, André Luis; Borba, Alexandre Meireles; Simão, Niverso Rodrigues; Pedro, Fábio Luis Miranda; Borges, Alvaro Henrique; Miloro, Michael

2014-01-01

Craniofacial defects represent alterations in the anatomy and morphology of the cranial vault and the facial bones that potentially affect an individual's psychological and social well-being. Although a variety of techniques and restorative procedures have been described for the reconstruction of the affected area, polymethyl methacrylate (PMMA), a biocompatible and nondegradable acrylic resin-based implant, is the most widely used alloplastic material for such craniomaxillofacial reconstruction. The aim of this study was to describe a technique for aesthetic and functional preoperative customized reconstruction of craniofacial bone defects from a small series of patients offered by the Brazilian public health system. Three adult male patients attended consultation with chief complaints directly related to their individual craniofacial bone defects. With the aid of multislice computed tomography scans and subsequent fabrication of the three-dimensional craniofacial prototype, custom-made PMMA implants were fabricated preoperatively. Under general anesthesia, with access to the craniofacial defects with a coronal approach, the PMMA implants were adapted and fixated to the facial skeleton with titanium plates and screws. Postoperative evaluation demonstrated uneventful recovery and an excellent aesthetic result. Customized prefabricated PMMA implants manufactured over the rapid prototyping models proved to be effective and feasible.

The impact of customer-contractor interactions on spacecraft innovation: Insights from communication satellite history

NASA Astrophysics Data System (ADS)

Szajnfarber, Zoe; Stringfellow, Margaret V.; Weigel, Annalisa L.

2010-11-01

This paper captures a first detailed attempt to quantitatively analyze the innovation history of the space sector. Building on a communication satellite innovation metric and a spacecraft innovation framework developed as part of an ongoing project, this paper presents a preliminary model of global communication satellite innovation. In addition to innovation being a function of the rate of performance normalized by price, innovation was found to be strongly influenced by characteristics of the customer-contractor contractual relationship. Specifically, Department of Defense contracts tend to result in a lower level of innovation on average as compared to other customers. Also, particular customer-contractor pairs perform differently and exhibit a second order relationship in time.

Heterogenous customer satisfaction index for evaluating university food service

NASA Astrophysics Data System (ADS)

Aziz, Nazrina; Zain, Zakiyah; Syarifi, Nadia Asyikin Mohammad; Klivon, Julia; Ap, Nurasiah Che; Zaki, Mahirah

2017-11-01

This paper aims to measure the performance of university food service based on students' perception. Two cafeterias were chosen for comparison: one located at student residential hall (Café 1) and another at the university administration centre (Café 2). By considering the components of importance and satisfaction, the Heterogeneous Customer Satisfaction Index-HCSI was computed to measure the performance of quality items in both cafeterias. Stratified sampling method was used to select 278 students and the DINESERVE instrument was used to assess customer perception on service quality. The findings show that the customer rate these two cafeterias as quite satisfied only, with the HCSI for Café 1 slightly higher than that for Café 2.

75 FR 11552 - Intent To Request Renewal From OMB of One Current Public Collection of Information: Aviation...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-03-11

... From OMB of One Current Public Collection of Information: Aviation Security Customer Satisfaction.... The collection involves surveying travelers to measure customer satisfaction of aviation security in... OMB Control Number 1652-0013; Aviation Security Customer Satisfaction Performance Measurement...

From People to Profits.

ERIC Educational Resources Information Center

Barber, L.; Hayday, S.; Bevan, S.

An empirical test of the service-profit chain in a large United Kingdom retail business explored how employee attitudes and behavior can improve customer retention and, consequently, company sales performance. Data were collected from 65,000 employees and 25,000 customers from almost 100 stores. The business collected customer satisfaction for…

Reducing wait time in a hospital pharmacy to promote customer service.

PubMed

Slowiak, Julie M; Huitema, Bradley E; Dickinson, Alyce M

2008-01-01

The purpose of this study was to compare the effects of 2 different interventions on wait times at a hospital outpatient pharmacy: (1) giving feedback to employees about customer satisfaction with wait times and (2) giving a combined intervention package that included giving more specific feedback about actual wait times and goal setting for wait time reduction in addition to the customer satisfaction feedback. The relationship between customer satisfaction ratings and wait times was examined to determine whether wait times affected customer service satisfaction. Participants were 10 employees (4 pharmacists and 6 technicians) of an outpatient pharmacy. Wait times and customer satisfaction ratings were collected for "waiting customers." An ABCBA' within-subjects design was used to assess the effects of the interventions on both wait time and customer satisfaction, where A was the baseline (no feedback and no goal setting); B was the customer satisfaction feedback; C was the customer satisfaction feedback, the wait time feedback, and the goal setting for wait time reduction; and A' was a follow-up condition that was similar to the original baseline condition. Wait times were reduced by approximately 20%, and there was concomitant increased shift in levels of customer satisfaction, as indicated by the correlation between these variables (r = -0.57 and P < .05). Given the current prescription-filling process, we do not expect that major, additional reductions in wait times could be produced. Many variables may account for the variability in any individual customer's wait time. Data from this study may provide useful preliminary benchmarking data for standard pharmacy wait times.

47 CFR 2.805 - Operation of radio frequency devices prior to equipment authorization.

Code of Federal Regulations, 2014 CFR

2014-10-01

... of performance and determination of customer acceptability, during developmental, design, or pre... performance and determination of customer acceptability, during developmental, design, or pre-production... authority of an experimental radio service authorization issued under part 5 of this chapter. (c) Operation...

What Are We Waiting For Customer Wait Time, Fill Rate, And Marine Corps Equipment Operational Availability

DTIC Science & Technology

2016-12-01

managed by an RIP. SECREPs are typically critical repair assemblies that require consistently high fill- rates to satisfy maintenance customers ...fill-rate is potentially misreporting performance and areas where short customer wait times could potentially suffice for inventory management . A...supply. Inventory forecasting and management should focus on parts with CWTs that do not satisfy the maintenance customer and 100% fill-rates should

Student Satisfaction and the Customer Focus in Higher Education

ERIC Educational Resources Information Center

Mark, Eddie

2013-01-01

Advocating a customer focus, the Total Quality Management model of leadership has led to success in raising performance levels throughout various manufacturing and service industries. Many education stakeholders, however, are resistant to the notion that postsecondary students benefit from being treated like customers. While many critics oppose…

78 FR 32416 - Intent To Request Renewal From OMB of One Current Public Collection of Information: Aviation...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-05-30

... From OMB of One Current Public Collection of Information: Aviation Security Customer Satisfaction... collection involves surveying travelers to measure customer satisfaction of aviation security in an effort to...; Aviation Security Customer Satisfaction Performance Measurement Passenger Survey. TSA, with OMB's approval...

Custom Sewing, Modules One, Two, and Three. Instructor Guide.

ERIC Educational Resources Information Center

Missouri Univ., Columbia. Instructional Materials Lab.

This document consists of three modules designed for a custom apparel and garment sewing program teaching students to construct, alter, and prepare garments and home fashions to customer specifications. Each module includes some or all of the following components: performance objectives, lesson plans, suggested activities, information sheets,…

How do challenges increase customer loyalty to online games?

PubMed

Teng, Ching-I

2013-12-01

Despite the design of various challenge levels in online games, exactly how these challenges increase customer loyalty to online games has seldom been examined. This study investigates how such challenges increase customer loyalty to online games. The study sample comprises 2,861 online gamers. Structural equation modeling is performed. Analytical results indicate that the relationship between challenge and loyalty intensifies when customers perceive that overcoming challenges takes a long time. Results of this study contribute to efforts to determine how challenges and challenge-related perceptions impact customer loyalty to online games.

The three keys to quality customer service: opening the doors to exceptional performance.

PubMed

Myers, Pennie; Nance, Don W

2002-01-01

Excellence in customer service requires three things. The first is a commitment to a set of principles. These principles reflect beliefs and assumptions that people are valuable and deserve to be treated with dignity and respect. This commitment is expressed to customers by an adherence to six customer-friendly processes and by personnel who possess a high level of skill in the behaviors that make up customer service. When these three requirements are met, laboratorians not only maintain a competitive edge but also fulfill their mission as health-care professionals.

Maximize Performance Impact: Create Partnerships with Customers.

ERIC Educational Resources Information Center

Stevens, Judith; Ibanez, Barbara

2001-01-01

Discusses how to improve organizational performance by involving customers in partnerships. Relates experiences at the Center for Development and Disability at the University of New Mexico, serving people with developmental disabilities, which helped realize their mission, helped staff cross from theory to application, and increased relevancy and…

47 CFR 2.805 - Operation of radio frequency products prior to equipment authorization.

Code of Federal Regulations, 2013 CFR

2013-10-01

...) Evaluation of performance and determination of customer acceptability, during developmental, design, or pre... performance and determination of customer acceptability, during developmental, design, or pre-production... under the authority of an experimental radio service authorization issued under part 5 of this chapter...

How rude! Emotional labor as a mediator between customer incivility and employee outcomes.

PubMed

Sliter, Michael; Jex, Steve; Wolford, Katherine; McInnerney, Joanne

2010-10-01

Because of the large number of people employed in service occupations, customer incivility has become an increasingly prevalent and important workplace stressor. Unfortunately, relatively little research has examined the effects of customer incivility; of the research that does exist, virtually all of it has focused solely on employee mental health outcomes. The present study was designed to replicate previous research linking customer incivility to the emotional exhaustion dimension of burnout and to expand on previous research by examining the effects of customer incivility on customer service quality. In addition, two models were proposed and tested in which emotional labor mediated the relationship between customer incivility and outcomes. Data from 120 bank tellers revealed that customer incivility was positively related to emotional exhaustion and negatively related to customer service performance. In addition, both proposed models were supported. Theoretical and practical implications of the findings and future directions are discussed. © 2010 APA, all rights reserved.

Motivating nurses' organizational citizenship behaviors by customer-oriented perception for evidence-based practice.

PubMed

Chang, Ching Sheng; Chang, Hae Ching

2010-12-01

There is a gap in the literature about the influence of customer-oriented perception on nursing personnel's organizational citizenship behaviors. Organizational citizenship behaviors are the type of contextual behaviors that are difficult to observe and measure as such behaviors are usually generated in quite subtle and unpredictable ways. This study tested the hypothesis: Customer-oriented perception is associated with increased organizational citizenship behaviors for nurses. If nursing personnel's customer-oriented perception can increase their willingness to display organizational citizenship behaviors, it may facilitate hospital operation and enhance organizational effectiveness. A cross-sectional design using a questionnaire survey of nurses in 10 medical centers was used. Five hundred copies of the questionnaire were distributed, and 232 effective copies were retrieved, with a valid response rate of 46.4%. Structural equation modeling was performed in SPSS 11.0 and Amos 7.0 (SPSS Inc., Chicago, IL, USA) statistical software packages. The main finding was that favorable customer-oriented perception is associated with increased organizational citizenship behaviors for nurses. Extensive training and customer-oriented performance evaluation are proposed in the hope of creating customer-oriented perception among nursing personnel and subsequently inspiring the display of organizational citizenship behaviors. ©2010 Sigma Theta Tau International.

IS THERE A DOWNSIDE TO CUSTOMIZING CARE? IMPLICATIONS OF GENERAL AND PATIENT-SPECIFIC TREATMENT STRATEGIES

PubMed Central

Johnson, Paul E.; O’Connor, Patrick J.

2009-01-01

The use of general clinical guidelines versus customization of patient care presents a dilemma for clinicians managing chronic illness. We propose that the performance of customized strategies for the management of chronic illness depends on accurate patient categorization, and inaccurate categorization can lead to worse performance than that achievable using a general clinical guideline. This paper is based on an analysis of a basic utility model differentiating outcomes between the use of general management strategies and customized strategies. Results of the analysis have four implications regarding the design and use of clinical guidelines and customization of care: (1) the balance between the applications of more general strategies versus customization depends on the specificity and accuracy of the strategies; (2) adoption of clinical guidelines may be stifled as the complexity of guidelines increases to account for growing evidence; (3) clinical inertia (i.e. the failure to intensify an indicated treatment) can be a rational response to strategy specificity and the probability of misapplication; and, (4) current clinical guidelines and other decision-support tools may be improved if they accommodate the need for customization of strategies for some patients while providing support for proper categorization of patients. PMID:20367722

How do leader-member exchange quality and differentiation affect performance in teams? An integrated multilevel dual process model.

PubMed

Li, Alex Ning; Liao, Hui

2014-09-01

Integrating leader-member exchange (LMX) research with role engagement theory (Kahn, 1990) and role system theory (Katz & Kahn, 1978), we propose a multilevel, dual process model to understand the mechanisms through which LMX quality at the individual level and LMX differentiation at the team level simultaneously affect individual and team performance. With regard to LMX differentiation, we introduce a new configural approach focusing on the pattern of LMX differentiation to complement the traditional approach focusing on the degree of LMX differentiation. Results based on multiphase, multisource data from 375 employees of 82 teams revealed that, at the individual level, LMX quality positively contributed to customer-rated employee performance through enhancing employee role engagement. At the team level, LMX differentiation exerted negative influence on teams' financial performance through disrupting team coordination. In particular, teams with the bimodal form of LMX configuration (i.e., teams that split into 2 LMX-based subgroups with comparable size) suffered most in team performance because they experienced greatest difficulty in coordinating members' activities. Furthermore, LMX differentiation strengthened the relationship between LMX quality and role engagement, and team coordination strengthened the relationship between role engagement and employee performance. Theoretical and practical implications of the findings are discussed. PsycINFO Database Record (c) 2014 APA, all rights reserved.

The limits of scale.

PubMed

Halaburda, Hanna; Oberholzer-Gee, Felix

2014-04-01

The value of many products and services rises or falls with the number of customers using them; the fewer fax machines in use, the less important it is to have one. These network effects influence consumer decisions and affect companies' ability to compete. Strategists have developed some well-known rules for navigating business environments with network effects. "Move first" is one, and "get big fast" is another. In a study of dozens of companies, however, the authors found that quite often the conventional wisdom was dead wrong. And when the rules failed, the reason was always the same: Companies trip up when they try to attract large volumes of customers without understanding (1) the strength of mutual attraction among various customer groups and (2) the extent of asymmetric attraction among them. Looking at examples such as TripAdvisor, Wikipedia, and the New York Times, the authors offer strategies for competing in markets with network effects. New entrants should focus on customer groups that they are uniquely positioned to serve or appeal to the most attractive customers in a market. Incumbents pursuing growth strategies in adjacent markets or new geographies should consider how similar the needs of new customers are to those of existing customers. Offering complements also allows incumbents to reach additional customer groups.

The Introduction of Custom Earplugs Aboard LCS-1

DTIC Science & Technology

2016-03-10

reports on the use of foam and custom HPDs, and provides interim recommendations. Custom-molded HPDs were judged by users to be superior in comfort...and able to be worn for longer periods of time than other devices ( foam ). Based on data from LCS and other related studies, the performance...acceptance, and cost of the custom-molded product are comparable, or better, than foam HPDs. The interim recommendation is to provide multiple types of

78 FR 8159 - Agency Information Collection Activities: Proposed Collection; Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2013-02-05

... Performance and Results Act (GPRA) Customer Satisfaction instruments (OMB No. 0930-0197). CSAT is not seeking... under CSAT Government Performance and Results Act (GPRA) Customer Satisfaction form (OMB 0930- 0197...: Technical assistance events, meetings, and trainings. An ATTC technical assistance event is defined as a...

19 CFR 201.4 - Performance of functions.

Code of Federal Regulations, 2010 CFR

2010-04-01

... 19 Customs Duties 3 2010-04-01 2010-04-01 false Performance of functions. 201.4 Section 201.4 Customs Duties UNITED STATES INTERNATIONAL TRADE COMMISSION GENERAL RULES OF GENERAL APPLICATION... of 1930, or (2) a matter under an investigation pursuant to section 202 of the Trade Act of 1974 (19...

19 CFR 201.4 - Performance of functions.

Code of Federal Regulations, 2013 CFR

2013-04-01

... 19 Customs Duties 3 2013-04-01 2013-04-01 false Performance of functions. 201.4 Section 201.4 Customs Duties UNITED STATES INTERNATIONAL TRADE COMMISSION GENERAL RULES OF GENERAL APPLICATION... of 1930, or (2) a matter under an investigation pursuant to section 202 of the Trade Act of 1974 (19...

19 CFR 201.4 - Performance of functions.

Code of Federal Regulations, 2011 CFR

2011-04-01

... 19 Customs Duties 3 2011-04-01 2011-04-01 false Performance of functions. 201.4 Section 201.4 Customs Duties UNITED STATES INTERNATIONAL TRADE COMMISSION GENERAL RULES OF GENERAL APPLICATION... of 1930, or (2) a matter under an investigation pursuant to section 202 of the Trade Act of 1974 (19...

19 CFR 201.4 - Performance of functions.

Code of Federal Regulations, 2012 CFR

2012-04-01

... 19 Customs Duties 3 2012-04-01 2012-04-01 false Performance of functions. 201.4 Section 201.4 Customs Duties UNITED STATES INTERNATIONAL TRADE COMMISSION GENERAL RULES OF GENERAL APPLICATION... of 1930, or (2) a matter under an investigation pursuant to section 202 of the Trade Act of 1974 (19...

19 CFR 201.4 - Performance of functions.

Code of Federal Regulations, 2014 CFR

2014-04-01

... 19 Customs Duties 3 2014-04-01 2014-04-01 false Performance of functions. 201.4 Section 201.4 Customs Duties UNITED STATES INTERNATIONAL TRADE COMMISSION GENERAL RULES OF GENERAL APPLICATION... of 1930, or (2) a matter under an investigation pursuant to section 202 of the Trade Act of 1974 (19...

Encounters in an online brand community: development and validation of a metric for value co-creation by customers.

PubMed

Hsieh, Pei-Ling

2015-05-01

Recent developments in service marketing have demonstrated the potential value co-creation by customers who participate in online brand communities (OBCs). Therefore, this study forecasts the co-created value by understanding the participation/behavior of customers in a multi-stakeholder OBC. This six-phase qualitative and quantitative investigation conceptualizes, constructs, refines, and tests a 12-item three-dimensional scale for measuring key factors that are related to the experience, interpersonal interactions, and social relationships that affect the value co-creation by customers in an OBC. The scale captures stable psychometric properties, measured using various reliability and validity tests, and can be applied across various industries. Finally, the utility implications and limitations of the proposed scale are discussed, and potential future research directions considered.

Can music with prosocial lyrics heal the working world? A field intervention in a call center

PubMed Central

Niven, Karen

2015-01-01

Music with lyrics about helping is shown to reduce aggression in the laboratory. This paper tests whether the prosocial lyric effect generalizes to reducing customer aggression in the workplace. A field experiment involved changing the hold music played to customers of a call center. The results of a 3 week study suggested that music significantly affected customers, but not in the way suggested by previous laboratory experiments; compared with days when instrumental background music was played, caller anger and employee exhaustion were lower on days when callers were played popular music with neutral, but not prosocial, lyrics. The findings suggest that music influences customer aggression, but that the prosocial lyric effect may not generalize from the laboratory to the call center. PMID:26052159

Can music with prosocial lyrics heal the working world? A field intervention in a call center.

PubMed

Niven, Karen

2015-03-01

Music with lyrics about helping is shown to reduce aggression in the laboratory. This paper tests whether the prosocial lyric effect generalizes to reducing customer aggression in the workplace. A field experiment involved changing the hold music played to customers of a call center. The results of a 3 week study suggested that music significantly affected customers, but not in the way suggested by previous laboratory experiments; compared with days when instrumental background music was played, caller anger and employee exhaustion were lower on days when callers were played popular music with neutral, but not prosocial, lyrics. The findings suggest that music influences customer aggression, but that the prosocial lyric effect may not generalize from the laboratory to the call center.

[How are consumers, service and market factors related to customer loyalty in medical service? Targeting the medical consumer in a city].

PubMed

Lee, Sunhee; Kim, Hyunmi; Kim, Juhye; Ha, Gwiyeom

2008-09-01

This study was performed to explore customer loyalty and the related factors. 900 households (a 1% sample) were randomly selected from the total population of K city located in Kangwon province. An interview survey was performed with using a structured questionnaire for the subjects (923 persons) who had used medical service during the year before the survey, and the survey was done September, 2002. When comparing the relating factors related with customer loyalty according to the sociodemographic characteristics, the older group showed a significantly higher level of recognition for service quality, service reputation, internal customers.attitudes and switching cost. The lower income group showed a higher level of recognition for service quality, service image and switching cost. The lower educated group showed a higher level of recognition for service reputation, service image and internal customers.attitudes. The higher educated group showed a higher level of recognition for perceived risk, and seeking variety. In addition, the expert group or the service and manufacturing workers group showed a higher level of recognition for service involvement. On multiple regression analysis, internal customers' attitudes, service image, service reputation, service quality, switching cost, and substitutability showed significant relations with customer loyalty. This study showed that customer loyalty was significantly influenced by service factors like internal customers' attitudes, service image, service reputation, and service quality, and by market factors like switching cost, and substitutability. The results of this study can be used as a baseline for developing strategies to create and keep customers with high loyalty.

A procedural method for the efficient implementation of full-custom VLSI designs

NASA Technical Reports Server (NTRS)

Belk, P.; Hickey, N.

1987-01-01

An imbedded language system for the layout of very large scale integration (VLSI) circuits is examined. It is shown that through the judicious use of this system, a large variety of circuits can be designed with circuit density and performance comparable to traditional full-custom design methods, but with design costs more comparable to semi-custom design methods. The high performance of this methodology is attributable to the flexibility of procedural descriptions of VLSI layouts and to a number of automatic and semi-automatic tools within the system.

77 FR 47591 - Notice of Request for Extension of Approval of an Information Collection; Plant Protection and...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-08-09

... performance of its quality management system by monitoring information related to customer perception in relationship to customer requirements. PHP has determined that the best method for obtaining this information... by the Office of Management and Budget (OMB), PHP would allow stakeholders and customers to complete...

Considering the Labor Contributions of Students: An Alternative to the Student-as-Customer Metaphor.

ERIC Educational Resources Information Center

Halbesleben, Jonathon R. B.; Becker, Jennifer A. H.; Buckley, M. Ronald

2003-01-01

Labels the student-as-customer metaphor in higher education as problematic and proposes a more appropriate conception using the notion of customer labor contributions, in which students do not merely purchase education but make contributions that enhance it. Presents implications for performance management and motivation. (SK)

37 CFR 4.3 - Submitting complaints.

Code of Federal Regulations, 2010 CFR

2010-07-01

... services; (6) An explanation of the relationship between the customer and the invention promoter; and (7) A... promoter; (3) The name of the customer; (4) The invention promotion services offered or performed by the... named customer at any time prior to its publication. [65 FR 3129, Jan. 20, 2000, as amended at 68 FR...

The Effect of Non-technical Factors in B2C E-Commerce

NASA Astrophysics Data System (ADS)

Sanayei, Ali; Shafe'Ei, Reza

As e-commerce grows across industries worldwide , business are building web sites for presence as well as for online business. It is more than transferring current business operations to a new medium. This situation requires explaining main models, changing infrastructures, and notice to customer needs as their vital rights. Whilst increasing numbers of firms have launched themselves on the Internet, they are trying to consideration of the strategic implications of developing, implementing or running a Web site. Global competition, laws, and customer preferences are among the issues being affected by e-commerce. In this study many factors that effect on e-commerce are considered these factors have no technical issue in nature. Companies related factors, customers' knowledge, customers' trust and customers' behavior are the main effective factors in development of B2C e-commerce. In this research we surveyed the mentioned aspects by offering questionnaire to experts of e-commerce for companies. The results show there is a meaningful relationship between perception, knowledge, trust and attitude of customers and the company's capabilities in the other side with B2C e-commerce development.

Practical performance and enabling technologies in immersion scanners for the double patterning generation

NASA Astrophysics Data System (ADS)

Ishikawa, Jun; Kohno, Hirotaka; Sato, Shinji; Kosugi, Junichi; Shibazaki, Yuichi

2011-04-01

At SPIE2010, excellent performance of the cutting edge immersion lithography scanner, the NSR-S620D, which is based on the new "Streamlign" platform was demonstrated. Last year's work focused mainly on machine evaluation data[1]. Now, many S620Ds are employed at customers' sites and being used in device manufacturing. In this paper, the authors will introduce the latest factory data, as well as various techniques that enable superior yield and enhance productivity in IC manufacturing. It is well understood, that in order to achieve further device shrinks without using traditional techniques such as NA expansion or wavelength reduction, several practical issues must be overcome. Extremely tight overlay performance will be required for pitch splitting double patterning, for example. In addition, it is also necessary to control the image plane and the aberration of the optics much more carefully. Of course these improvements must also be achieved with sufficient productivity (throughput). In order to satisfy all of the requirements for mass production at customer factories, many variable factors must be dealt with. One of these variable factors is the characteristics of the processed wafers that include on-flatness, grid distortion, steep topology around the edge, or topography of the previous layers' patterns. These factors typically impact overlay and/or auto focus accuracy. Another variable is the difference in exposure conditions between layers, which include illumination conditions, dose, reticle transmittance, and the alignment marks. Exposure induced heating in particular is the key issue for today's enhanced throughput capabilities, with regards to achieving both optimal accuracy and productivity. In some IC production facilities, and often foundries, many different kinds of products are manufactured in parallel. However, in order to enhance performance and accuracy, it is sometimes necessary to optimize machine parameters for each product. Cleary this requires quick tuning capabilities to minimize overhead affects for each product. As discussed earlier, various techniques must be utilized to minimize the gap between machine inspection data and manufacturing performance at customer sites. This paper discusses such technologies and provides the supporting data.

Revisiting the debate on the relationship between display rules and performance: considering the explicitness of display rules.

PubMed

Christoforou, Paraskevi S; Ashforth, Blake E

2015-01-01

We argue that the strength with which the organization communicates expectations regarding the appropriate emotional expression toward customers (i.e., explicitness of display rules) has an inverted U-shaped relationship with service delivery behaviors, customer satisfaction, and sales performance. Further, we argue that service organizations need a particular blend of explicitness of display rules and role discretion for the purpose of optimizing sales performance. As hypothesized, findings from 2 samples of salespeople suggest that either high or low explicitness of display rules impedes service delivery behaviors and sales performance, which peaks at moderate explicitness of display rules and high role discretion. The findings also suggest that the explicitness of display rules has a positive relationship with customer satisfaction. (c) 2015 APA, all rights reserved.

Preintervention Analysis and Improvement of Customer Greeting in A Restaurant

PubMed Central

2005-01-01

We examined customer greeting by employees at one location of a sandwich restaurant chain. First, a preintervention analysis was conducted to determine the conditions under which greeting a customer within 3 s of his or her entry into the restaurant did and did not occur. Results suggested that an appropriate customer greeting was most likely to occur when a door chime was used to indicate that a customer had entered the store and when the store manager was present behind the service counter. Next, a performance improvement intervention, which consisted of the combination of the use of a door chime and manager presence, was evaluated. Results showed that during baseline, a mean of 6% of customers were greeted; during intervention a mean of 63% of customers were greeted. The addition of manager-delivered verbal and graphic group feedback resulted in 100% of customers being greeted across two consecutive sessions. PMID:16270851

Preintervention analysis and improvement of customer greeting in a restaurant.

PubMed

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

2005-01-01

We examined customer greeting by employees at one location of a sandwich restaurant chain. First, a preintervention analysis was conducted to determine the conditions under which greeting a customer within 3 s of his or her entry into the restaurant did and did not occur. Results suggested that an appropriate customer greeting was most likely to occur when a door chime was used to indicate that a customer had entered the store and when the store manager was present behind the service counter. Next, a performance improvement intervention, which consisted of the combination of the use of a door chime and manager presence, was evaluated. Results showed that during baseline, a mean of 6% of customers were greeted; during intervention a mean of 63% of customers were greeted. The addition of manager-delivered verbal and graphic group feedback resulted in 100% of customers being greeted across two consecutive sessions.

Evaluation of Oral Performance in Outsourced Call Centres: An Exploratory Case Study

ERIC Educational Resources Information Center

Friginal, Eric

2013-01-01

This case study discusses the development and use of an oral performance assessment instrument intended to evaluate Filipino agents' customer service transactions with callers from the United States (US). The design and applications of the instrument were based on a longitudinal, qualitative observation of language training and customer service…

How much segmentation is needed in the health care marketplace? An exploratory study of HMO and non-HMO customers.

PubMed

Tootelian, Dennis H; Mikhailitchenko, Andrey; Holst, Cindy; Gaedeke, Ralph M

2016-01-01

The health care landscape has changed dramatically. Consumers now seek plans whose benefits better fit their health care needs and desires for access to providers. This exploratory survey of more than 1,000 HMO and non-HMO customers found significant differences with respect to their selection processes for health plans and providers, and their expectations regarding access to and communication with health care providers. While there are some similarities in factors affecting choice, segmentation strategies are necessary to maximize the appeal of a plan, satisfy customers in the selection of physicians, and meet their expectations regarding access to those physicians.

Customer social network affects marketing strategy: A simulation analysis based on competitive diffusion model

NASA Astrophysics Data System (ADS)

Hou, Rui; Wu, Jiawen; Du, Helen S.

2017-03-01

To explain the competition phenomenon and results between QQ and MSN (China) in the Chinese instant messaging software market, this paper developed a new population competition model based on customer social network. The simulation results show that the firm whose product with greater network externality effect will gain more market share than its rival when the same marketing strategy is used. The firm with the advantage of time, derived from the initial scale effect will become more competitive than its rival when facing a group of common penguin customers within a social network, verifying the winner-take-all phenomenon in this case.

Customized rating assessment of climate suitability (CRACS): climate satisfaction evaluation based on subjective perception.

PubMed

Lin, Tzu-Ping; Yang, Shing-Ru; Matzarakis, Andreas

2015-12-01

Climate not only influences the behavior of people in urban environments but also affects people's schedules and travel plans. Therefore, providing people with appropriate long-term climate evaluation information is crucial. Therefore, we developed an innovative climate assessment system based on field investigations conducted in three cities located in Northern, Central, and Southern Taiwan. The field investigations included the questionnaire surveys and climate data collection. We first analyzed the relationship between the participants and climate parameters comprising physiologically equivalent temperature, air temperature, humidity, wind speed, solar radiation, cloud cover, and precipitation. Second, we established the neutral value, comfort range, and dissatisfied range of each parameter. Third, after verifying that the subjects' perception toward the climate parameters vary based on individual preferences, we developed the customized rating assessment of climate suitability (CRACS) approach, which featured functions such as personalized and default climate suitability information to be used by users exhibiting varying demands. Finally, we performed calculations using the climate conditions of two cities during the past 10 years to demonstrate the performance of the CRACS approach. The results can be used as a reference when planning activities in the city or when organizing future travel plans. The flexibility of the assessment system enables it to be adjusted for varying regions and usage characteristics.

Customized rating assessment of climate suitability (CRACS): climate satisfaction evaluation based on subjective perception

NASA Astrophysics Data System (ADS)

Lin, Tzu-Ping; Yang, Shing-Ru; Matzarakis, Andreas

2015-12-01

Climate not only influences the behavior of people in urban environments but also affects people's schedules and travel plans. Therefore, providing people with appropriate long-term climate evaluation information is crucial. Therefore, we developed an innovative climate assessment system based on field investigations conducted in three cities located in Northern, Central, and Southern Taiwan. The field investigations included the questionnaire surveys and climate data collection. We first analyzed the relationship between the participants and climate parameters comprising physiologically equivalent temperature, air temperature, humidity, wind speed, solar radiation, cloud cover, and precipitation. Second, we established the neutral value, comfort range, and dissatisfied range of each parameter. Third, after verifying that the subjects' perception toward the climate parameters vary based on individual preferences, we developed the customized rating assessment of climate suitability (CRACS) approach, which featured functions such as personalized and default climate suitability information to be used by users exhibiting varying demands. Finally, we performed calculations using the climate conditions of two cities during the past 10 years to demonstrate the performance of the CRACS approach. The results can be used as a reference when planning activities in the city or when organizing future travel plans. The flexibility of the assessment system enables it to be adjusted for varying regions and usage characteristics.

Treatment of Brodie's Syndrome using parasymphyseal distraction through virtual surgical planning and RP assisted customized surgical osteotomy guide-A mock surgery report

NASA Astrophysics Data System (ADS)

Dahake, Sandeep; Kuthe, Abhaykumar; Mawale, Mahesh

2017-10-01

This paper aims to describe virtual surgical planning (VSP), computer aided design (CAD) and rapid prototyping (RP) systems for the preoperative planning of accurate treatment of the Brodie's Syndrome. 3D models of the patient's maxilla and mandible were separately generated based on computed tomography (CT) image data and fabricated using RP. During the customized surgical osteotmy guide (CSOG) design process, the correct position was identified and the geometry of the CSOG was generated based on affected mandible of the patient and fabricated by a RP technique. Surgical approach such as preoperative planning and simulation of surgical procedures was performed using advanced software. The VSP and RP assisted CSOG was used to avoid the damage of the adjacent teeth and neighboring healthy tissues. Finally the mock surgery was performed on the biomodel (i.e. diseased RP model) of mandible with reference to the normal maxilla using osteotomy bur with the help of CSOG. Using this CSOG the exact osteotomy of the mandible and the accurate placement of the distractor were obtained. It ultimately improved the accuracy of the surgery in context of the osteotomy and distraction. The time required in cutting the mandible and placement of the distractor was found comparatively less than the regular free hand surgery.

Case Study: South Texas Veterans Health Care System’s Communication Center

DTIC Science & Technology

2008-07-14

appropriate access to health care; technical quality is providing world-class care to our veterans; customer satisfaction is ensuring the STVHCS patients and...were not called. These results not only improved access to health care, but also positively affected customer service. 111 Case Study: South Texas...increased waiting times for the patient . With current regulatory requirements calling for improved access to health care services, many hospital and

78 FR 76529 - Members of a Family for Purpose of Filing CBP Family Declaration

Federal Register 2010, 2011, 2012, 2013, 2014

2013-12-18

...This final rule affects persons eligible to file a single customs declaration. The final rule expands the definitions of family members residing in one household. As a result of this expansion, more U.S. returning resident and non-resident visitor families will be eligible to file a single customs declaration, and correspondingly, more U.S. returning resident family members may group their personal duty exemptions.

Popularity and customer preferences for over-the-counter Chinese medicines perceived by community pharmacists in Shanghai and Guangzhou: a questionnaire survey study

PubMed Central

2014-01-01

Background This study interviewed community pharmacists in Shanghai and Guangzhou for their perception of the popular categories of over-the-counter (OTC) Chinese medicines and the factors affecting customer preferences for OTC Chinese medicines. Methods A cross-sectional survey was carried out in six main administrative districts in Guangzhou and eight main administrative districts in Shanghai, China. Descriptive statistical analysis was conducted in this study. Results OTC Chinese medicines contributed 21–50% among all the pharmaceutical sales by the community pharmacies. The prevalent categories of OTC Chinese medicines were common cold medicines, respiratory system medicines, digestive system agents, gynecological medicines, health tonic medicines, and qing re (heat-clearing) and qu du (detoxifying) medicines. Customers were more concerned about medical factors of OTC Chinese medicines than business factors. Among the medical factors, the most important was drug safety, followed by efficacy, contraindications, indications, and side effects. Among the business factors, the most important were brand and price. Conclusions This study identified the top sales categories of OTC Chinese medicines in Shanghai and Guangzhou and the important factors such as drug safety, efficacy, period of validity, contraindications, and indications that are affecting the customer preferences for OTC Chinese medicines. PMID:25243017

The Effect of Supply Disruptions on Customer Service Levels: a Case for Delivering Fertilizer Products using Maritime Transportation

NASA Astrophysics Data System (ADS)

Siswanto, N.; Kurniawati, U.; Wiratno, S. E.; Rusdiansyah, A.

2018-04-01

Delivering a product to customers can have a series of activities. It starts with the production of the product and then transporting it to the customers. However, uncontrollable and undesirable chance of disruption can occur during the delivery either at the production facility/supply side or in the process of transporting the product. Many researches has been conducting in the process of delivering the product. However not many considers these disruptions, although the disruptions has negative impacts on company such as reduce the profit, produce unbalanced inventory, and affect its reputation. This research will focus on the effect of supply disruption on customer service levels in the maritime transportation problem in order to maintain inventory level both in the supply and destination warehouses during predetermined planning horizon. The system considered consists of one loading port and two discharge ports for distributing one product. By using discrete event simulation, the result showed that supply disruption affects unbalanced inventory in the destination warehouses so that it will also influence company’s service level. The results show that there is a significant decreasing both in delivery service level, about 14%, and production service level, about 15% when the disruption occurs. A scenario to increase production rate is simulated to improved the service level.

A methodological comparison of customer service analysis techniques

Treesearch

James Absher; Alan Graefe; Robert Burns

2003-01-01

Techniques used to analyze customer service data need to be studied. Two primary analysis protocols, importance-performance analysis (IP) and gap score analysis (GA), are compared in a side-by-side comparison using data from two major customer service research projects. A central concern is what, if any, conclusion might be different due solely to the analysis...

12 CFR 7.5005 - National bank acting as digital certification authority.

Code of Federal Regulations, 2010 CFR

2010-01-01

... customer as of the current or a previous date, such as account balance as of a particular date, lines of credit as of a particular date, past financial performance of the customer, and verification of customer relationship with the bank as of a particular date. (c) When a national bank issues a digital certificate...

Independent Factors Affecting Postoperative Complication Rates After Custom-Made Porous Hydroxyapatite Cranioplasty: A Single-Center Review of 109 Cases.

PubMed

Still, Megan; Kane, Abdoulaye; Roux, Alexandre; Zanello, Marc; Dezamis, Edouard; Parraga, Eduardo; Sauvageon, Xavier; Meder, Jean-François; Pallud, Johan

2018-06-01

Cranioplasties are an important neurosurgical procedure not only for improved cosmesis but also for improved functional recovery after craniectomy with a large cranial defect. The aim of this study was to identify predictive factors of postcranioplasty complications using custom-made porous hydroxyapatite cranioplasty. Retrospective review was performed of all patients who underwent a reconstructive cranioplasty using custom-made hydroxyapatite at our institution between February 2008 and September 2017. Postoperative complications considered included bacterial infection, seizures, hydrocephalus requiring ventricular shunt placement, and cranioplasty-to-bone shift. Variables associated at P < 0.1 level in unadjusted analysis were entered into backward stepwise logistic regression models. Of 109 patients included, 15 (13.8%) experienced postoperative infection, with craniectomy performed at an outside institution (adjusted odds ratio [OR] 10.37 [95% confidence interval [CI], 2.03-75.27], P = 0.012) and a previous infection at the surgical site (adjusted OR 6.15 [95%CI, 1.90-19.92], P = 0.003) identified as independent predictors. Six patients (5.5%) experienced postoperative seizures, with stroke (ischemic and hemorrhagic) as a reason for craniectomy (adjusted OR 11.68 [95% CI, 2.56-24.13], P < 0.001) and the presence of seizures in the month before cranioplasty (adjusted OR 9.39 [95% CI, 2.04-127.67], P = 0.002) identified as independent predictors. Four patients (3.7%) experienced postcranioplasty hydrocephalus necessitating shunt placement, and 5 patients (4.6%) experienced cranioplasty-to-bone shift ≥5 mm, but no significant predictive factors were identified for either complication. This study identified possible predictive factors for postcranioplasty complications to help identify at-risk patients, guide prophylactic care, and improve morbidity of this important surgical procedure. Copyright © 2018 Elsevier Inc. All rights reserved.

Customer Dissatisfaction Index and its Improvement Costs

NASA Astrophysics Data System (ADS)

Lvovs, Aleksandrs; Mutule, Anna

2010-01-01

The paper gives description of customer dissatisfaction index (CDI) that can be used as reliability level characterizing factor. The factor is directly joined with customer satisfaction of power supply and can be used for control of reliability level of power supply for residential customers. CDI relations with other reliability indices are shown. Paper also gives a brief overview of legislation of Latvia in power industry that is the base for CDI introduction. Calculations of CDI improvement costs are performed in the paper too.

Apparatus and method for optimal phase balancing using dynamic programming with spatial consideration

DOEpatents

Robertazzi, Thomas G.; Skiena, Steven; Wang, Kai

2017-08-08

Provided are an apparatus and method for load-balancing of a three-phase electric power distribution system having a multi-phase feeder, including obtaining topology information of the feeder identifying supply points for customer loads and feeder sections between the supply points, obtaining customer information that includes peak customer load at each of the points between each of the feeder sections, performing a phase balancing analysis, and recommending phase assignment at the customer load supply points.

Unit-level voluntary turnover rates and customer service quality: implications of group cohesiveness, newcomer concentration, and size.

PubMed

Hausknecht, John P; Trevor, Charlie O; Howard, Michael J

2009-07-01

Despite substantial growth in the service industry and emerging work on turnover consequences, little research examines how unit-level turnover rates affect essential customer-related outcomes. The authors propose an operational disruption framework to explain why voluntary turnover impairs customers' service quality perceptions. On the basis of a sample of 75 work units and data from 5,631 employee surveys, 59,602 customer surveys, and organizational records, results indicate that unit-level voluntary turnover rates are negatively related to service quality perceptions. The authors also examine potential boundary conditions related to the disruption framework. Of 3 moderators studied (group cohesiveness, group size, and newcomer concentration), results show that turnover's negative effects on service quality are more pronounced in larger units and in those with a greater concentration of newcomers.

Idiographic duo-trio tests using a constant-reference based on preference of each consumer: Sample presentation sequence in difference test can be customized for individual consumers to reduce error.

PubMed

Kim, Min-A; Sim, Hye-Min; Lee, Hye-Seong

2016-11-01

As reformulations and processing changes are increasingly needed in the food industry to produce healthier, more sustainable, and cost effective products while maintaining superior quality, reliable measurements of consumers' sensory perception and discrimination are becoming more critical. Consumer discrimination methods using a preferred-reference duo-trio test design have been shown to be effective in improving the discrimination performance by customizing sample presentation sequences. However, this design can add complexity to the discrimination task for some consumers, resulting in more errors in sensory discrimination. The objective of the present study was to investigate the effects of different types of test instructions using the preference-reference duo-trio test design where a paired-preference test is followed by 6 repeated preferred-reference duo-trio tests, in comparison to the analytical method using the balanced-reference duo-trio. Analyses of d' estimates (product-related measure) and probabilistic sensory discriminators in momentary numbers of subjects showing statistical significance (subject-related measure) revealed that only preferred-reference duo-trio test using affective reference-framing, either by providing no information about the reference or information on a previously preferred sample, improved the sensory discrimination more than the analytical method. No decrease in discrimination performance was observed with any type of instruction, confirming that consumers could handle the test methods. These results suggest that when repeated tests are feasible, using the affective discrimination method would be operationally more efficient as well as ecologically more reliable for measuring consumers' sensory discrimination ability. Copyright © 2016 Elsevier Ltd. All rights reserved.

46 CFR 525.1 - Purpose and scope.

Code of Federal Regulations, 2014 CFR

2014-10-01

... MARITIME COMMISSION REGULATIONS AFFECTING OCEAN SHIPPING IN FOREIGN COMMERCE MARINE TERMINAL OPERATOR... terminal schedule during which cargo may occupy space assigned to it on terminal property, including off... usages, customs or modes of operation which in any way affect, determine or change the rates, charges or...

46 CFR 525.1 - Purpose and scope.

Code of Federal Regulations, 2011 CFR

2011-10-01

... MARITIME COMMISSION REGULATIONS AFFECTING OCEAN SHIPPING IN FOREIGN COMMERCE MARINE TERMINAL OPERATOR... terminal schedule during which cargo may occupy space assigned to it on terminal property, including off... usages, customs or modes of operation which in any way affect, determine or change the rates, charges or...

46 CFR 525.1 - Purpose and scope.

Code of Federal Regulations, 2013 CFR

2013-10-01

... MARITIME COMMISSION REGULATIONS AFFECTING OCEAN SHIPPING IN FOREIGN COMMERCE MARINE TERMINAL OPERATOR... terminal schedule during which cargo may occupy space assigned to it on terminal property, including off... usages, customs or modes of operation which in any way affect, determine or change the rates, charges or...

76 FR 14667 - Agency Information Collection Activities: Submission for OMB Review; Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2011-03-17

...: once. Affected Public: FDIC-insured depository institutions headquarters offices. Estimated Number of.... Affected Public: FDIC-insured depository institutions branch offices. Estimated Number of Respondents: 1... affordable transactional, savings, and lending services to meet the needs of all their customers. Currently...

Improving queuing service at McDonald's

NASA Astrophysics Data System (ADS)

Koh, Hock Lye; Teh, Su Yean; Wong, Chin Keat; Lim, Hooi Kie; Migin, Melissa W.

2014-07-01

Fast food restaurants are popular among price-sensitive youths and working adults who value the conducive environment and convenient services. McDonald's chains of restaurants promote their sales during lunch hours by offering package meals which are perceived to be inexpensive. These promotional lunch meals attract good response, resulting in occasional long queues and inconvenient waiting times. A study is conducted to monitor the distribution of waiting time, queue length, customer arrival and departure patterns at a McDonald's restaurant located in Kuala Lumpur. A customer survey is conducted to gauge customers' satisfaction regarding waiting time and queue length. An android app named Que is developed to perform onsite queuing analysis and report key performance indices. The queuing theory in Que is based upon the concept of Poisson distribution. In this paper, Que is utilized to perform queuing analysis at this McDonald's restaurant with the aim of improving customer service, with particular reference to reducing queuing time and shortening queue length. Some results will be presented.

Predictive Systems for Customer Interactions

NASA Astrophysics Data System (ADS)

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

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

Negative correlation learning for customer churn prediction: a comparison study.

PubMed

Rodan, Ali; Fayyoumi, Ayham; Faris, Hossam; Alsakran, Jamal; Al-Kadi, Omar

2015-01-01

Recently, telecommunication companies have been paying more attention toward the problem of identification of customer churn behavior. In business, it is well known for service providers that attracting new customers is much more expensive than retaining existing ones. Therefore, adopting accurate models that are able to predict customer churn can effectively help in customer retention campaigns and maximizing the profit. In this paper we will utilize an ensemble of Multilayer perceptrons (MLP) whose training is obtained using negative correlation learning (NCL) for predicting customer churn in a telecommunication company. Experiments results confirm that NCL based MLP ensemble can achieve better generalization performance (high churn rate) compared with ensemble of MLP without NCL (flat ensemble) and other common data mining techniques used for churn analysis.

A quality tool for health insurers. A new scale measures "quality orientation" from the customer's point of view.

PubMed

Westbrook, K W; Pedrick, D; Bush, V

1996-01-01

This study defines a company's quality orientation as "all process-related activities that can be discerned by customers." This even includes certain processes internal to the company that can be seen and evaluated by customers. One significant contribution this study provides is scale development centered on customer rather than employee perceptions. To generate scale items, input was gathered from experts involved in the study, senior managers employed with the target company, focus groups of employees working on the front line with customers, and users of the services. Because the sale measures customer perceptions of quality in comparison with the firm's closest competitor, it provides managers with information for benchmarking performance relative to others in the marketplace.

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

NASA Astrophysics Data System (ADS)

Dachyar, M.; Athory, E. S.

2015-06-01

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

Credit Risk Evaluation of Large Power Consumers Considering Power Market Transaction

NASA Astrophysics Data System (ADS)

Fulin, Li; Erfeng, Xu; ke, Sun; Dunnan, Liu; Shuyi, Shen

2018-03-01

Large power users will participate in power market in various forms after power system reform. Meanwhile, great importance has always attached to the construction of the credit system in power industry. Due to the difference between the awareness of performance and the ability to perform, credit risk of power customer will emerge accordingly. Therefore, it is critical to evaluate credit risk of large power customers in the new situation of power market. Firstly, this paper constructs index system of credit risk of large power customers, and establishes evaluation model of interval number and AHP-entropy weight method.

Application of Kansei engineering and data mining in the Thai ceramic manufacturing

NASA Astrophysics Data System (ADS)

Kittidecha, Chaiwat; Yamada, Koichi

2018-01-01

Ceramic is one of the highly competitive products in Thailand. Many Thai ceramic companies are attempting to know the customer needs and perceptions for making favorite products. To know customer needs is the target of designers and to develop a product that must satisfy customers. This research is applied Kansei Engineering (KE) and Data Mining (DM) into the customer driven product design process. KE can translate customer emotions into the product attributes. This method determines the relationships between customer feelings or Kansei words and the design attributes. Decision tree J48 and Class association rule which implemented through Waikato Environment for Knowledge Analysis (WEKA) software are used to generate a predictive model and to find the appropriate rules. In this experiment, the emotion scores were rated by 37 participants for training data and 16 participants for test data. 6 Kansei words were selected, namely, attractive, ease of drinking, ease of handing, quality, modern and durable. 10 mugs were selected as product samples. The results of this study indicate that the proposed models and rules can interpret the design product elements affecting the customer emotions. Finally, this study provides useful understanding for the application DM in KE and can be applied to a variety of design cases.

Job stress and productivity increase.

PubMed

Adaramola, Samson Sunday

2012-01-01

This paper examines mental and physical pressures that workers bear at work. The authors discuss how on the-job stress affects a person's capabilities and productivity, and how such pressures lend to higher incidences of accidents at work. The paper also discuss methods of reducing job-related stress and increasing productivity. An intervention was conducted amongst workers in a private firm. It shows mental and emotional pressure can affect performance and productivity of a worker on the job. One of the biggest influences of today's worker is on the-job stress. Job stress occurs when the requirements of the job do not match the capabilities, resources, or needs of the worker. This consequently affects how a person would normally deal with customer service problems, grievances, violence, conflict, and decisions on the job. Stress is an inevitable part of everyday life, and is therefore a distinct part of a person's job. To properly control the outcome of stress, there are certain precautions and methods that should be taken that will boost productivity.

Barriers affecting successful technology enablement of supply chain: An Indian perspective

NASA Astrophysics Data System (ADS)

Arora, R.; Haleem, A.; Farooquie, J. A.

2018-03-01

In order to compete, organizations need to focus on improving supply chain and technology acts as a major enabler. Technology enablement of supply chain has not always been successful and has been examined by many researchers. The purpose of this paper is to do a systematic literature review of technology enabled supply chain from a strategic viewpoint. The literature is examined from two perspectives. Firstly, it studies the growing interest in technology-enabled supply chain in India. Secondly, it studies barriers affecting technology enablement of supply chain. The literature review identifies that technology enabled supply chain helps in improving performance via effective decision making, monitoring entire supply chain, faster reaction to customer service problems, etc. The research has emphasized the importance of 12 barriers affecting technology enablement. This research will help as a guide for practitioners in order to successfully implement technology and fills the gap in existing literature by highlighting and consolidating the significant research work done in past.

Case Mix Difference Can Affect Evaluation of Outcome of Treatment for Colorectal Cancer.

PubMed

Ljungman, David; Kodeda, Karl; Derwinger, Kristoffer

2015-07-01

To explore the potential effects of patient selection, for example by organization, on survival as outcome parameter in colorectal cancer treatment. The main cohort was identified in a Hospital-based registry and outcome data of all 2,717 patients operated on for colorectal cancer between 2000-2011 were evaluated. A simulation of different center settings was performed using several potential selection criteria, including emergency cases, referral surgery and palliative resection, and used for comparison of outcome data. Overall survival and cancer-specific survival can be significantly affected in both short-term (30-/90-day) mortality and long-term survival by factors of organizational level. Survival data as an outcome parameter can be affected by the composition of the patient cohort and thus reflect possible selection bias for example due to organization, referral patterns and practice customs. This potential bias should be acknowledged when making inter-hospital comparisons of outcome. Copyright© 2015 International Institute of Anticancer Research (Dr. John G. Delinassios), All rights reserved.

Customizing elastic pressure bandages for reuse to a predetermined, sub-bandage pressure: A randomized controlled trial.

PubMed

Sermsathanasawadi, Nuttawut; Tarapongpun, Tanakorn; Pianchareonsin, Rattana; Puangpunngam, Nattawut; Wongwanit, Chumpol; Chinsakchai, Khamin; Mutirangura, Pramook; Ruangsetakit, Chanean

2017-01-01

Objective A randomized clinical trial was performed to compare the effectiveness of unmarked bandages and customized bandages with visual markers in reproducing the desired sub-bandage pressure during self-bandaging by patients. Method Ninety patients were randomly allocated to two groups ("customized bandages" and "unmarked bandages") and asked to perform self-bandaging three times. The achievement of a pressure between 35 and 45 mmHg in at least two of the three attempts was defined as adequate quality. Results Adequate quality was achieved by 33.0% when applying the unmarked bandages, and 60.0% when applying the customized bandages ( p = 0.02). Use of the customized bandage and previous experience of bandaging were independent predictors for the achievement of the predetermined sub-bandage pressure ( p = 0.005 and p = 0.021, respectively). Conclusion Customized bandages may achieve predetermined sub-bandage pressures more closely than standard, unmarked, compression bandages. Clinical trials registration ClinicalTrials.gov (NCT02729688). Effectiveness of a Pressure Indicator Guided and a Conventional Bandaging in Treatment of Venous Leg Ulcer. https://clinicaltrials.gov/ct2/show/NCT02729688.

Using a prescribed fire to test custom and standard fuel models for fire behaviour prediction in a non-native, grass-invaded tropical dry shrubland

Treesearch

Andrew D. Pierce; Sierra McDaniel; Mark Wasser; Alison Ainsworth; Creighton M. Litton; Christian P. Giardina; Susan Cordell; Ralf Ohlemuller

2014-01-01

Questions: Do fuel models developed for North American fuel types accurately represent fuel beds found in grass-invaded tropical shrublands? Do standard or custom fuel models for firebehavior models with in situ or RAWS measured fuel moistures affect the accuracy of predicted fire behavior in grass-invaded tropical shrublands? Location: Hawai’i Volcanoes National...

Balanced scorecard as a framework for driving performance in managed care organizations.

PubMed

Sahney, V K

1998-01-01

Managed care organizations in a highly competitive environment constantly face the pressure of improving their financial performance. At the same time, customers of the organization expect the organization to deliver high-quality outcomes and improve customer service. Payers expect the organization to develop innovative new products to meet their needs. This article presents an approach called "Balanced Scorecard" for measurement, development of strategy, and performance improvement in a managed care organization.

Institutional and Regulatory Economics of Electricity Market Reforms: the Evidence from India, Pakistan, Bangladesh, Nepal, and Sri Lanka

NASA Astrophysics Data System (ADS)

Singh, Bipulendu

Five South Asian countries-- India, Pakistan, Bangladesh, Nepal and Sri Lanka -- embarked on electricity market reforms in the 1990's. The dissertation uses the framework of New Institutional Economics to assess the effects on electricity sector performance of both observables elements of reform (i.e. privatization, unbundling, establishment of independent regulatory agencies etc.) as well as the unobservable elements (informal beliefs, habit, norms and culture of the actors involved in reforms). The first part of the dissertation -- econometric analysis of the relationship between observable electricity market reform measures and performance indicators -- finds that for the most part electricity market reforms in South Asia are having a positive impact on the performance of the sector. This is particularly the case for reforms that have increased private sector participation in generation and distribution and have vertically unbundled utilities into generation, transmission and distribution entities. Many of the reforms are positively correlated with higher tariffs, indicating a cost to the consumers from the reforms. The relationship between independent regulation and performance indicators , however, is not established. The second part of the dissertation - analytical narrative of the reform experiences of Gujarat and Nepal -- examines the informal elements (such as beliefs, norms, culture) that motivate behavior and explains how and why reform outcomes differed in these two places. The dissertation finds that the strength of formal institutions rules and the nature of social norms and customs have a significant influence on the outcome of reforms. Aided by the strength of its formal institutional framework and more evolved social norms and customs that encouraged people to follow formal rules, reforms in the Indian state of Gujarat were a success. The weakness of the formal institutional framework and the predominance of relation-based norms and customs in Nepal that led to limited compliance with formal rules, by contrast, limited the success of power sector reforms there. Efforts to reform the electricity sector in South Asia undertaken by governments with the assistance of development agencies such as the World Bank and the Asian Development Bank have focused to a large extent on getting the content of electricity market reform measures such as unbundling, privatization, and establishment of a power market right. The analysis in this dissertation suggests that such measures will be more successful in places with relatively robust formal rule based systems. Countries that are planning to carry out significant reforms in the electricity sector will benefit from the explicit consideration of the informal norms, habits and customs of the actors that will be affected by the reforms.

The utility and its customer: A complex relationship

DOE Office of Scientific and Technical Information (OSTI.GOV)

Covelli, L.; Williams, M.V.

Developing methods of tracking customer satisfaction for utilities presents major problems since the customer reacts to the utility on many different levels. The more obvious are in relation to the product (energy) and the services the company provides. More recently there has been talk of the {open_quotes}brand{close_quotes} elements of the company-customer relationship. Ontario Hydro (OH) has developed a method utilizing four separate domains for measuring and tracking customer satisfaction: product, service, competitiveness, and institutional relationships. Ontario Hydro conducted a survey of over 1200 residential customers. The respondents received a detailed in-person survey of their estimation of the importance of specificmore » aspects of customer service and their view of Ontario Hydro`s performance on those same issues. The data yielded 28 factors covered a large variety of separate concerns: customer service, and treatment of customers to export policy. OH concluded that the utility`s relationship with its customer is more complex than the susual customer-vendor interaction. A utility not only provides a product and a service, it has a institutional personality and provides an absolutely necessary product under an exclusive franchise and executes government policy as a regulated monopoly. It was found that customers are sensitive to all of these attributes.« less

National Highway Traffic Safety Administration 1995 customer satisfaction survey

DOT National Transportation Integrated Search

1996-05-01

The National Highway Traffic Safety Administration (NHTSA) conducted a national Customer Satisfaction Survey in response to the requirements of the National Performance Review and Executive Order 12862. An independent research organization, Schulman,...

Customer Service at MVD Field Offices.

DOT National Transportation Integrated Search

2008-06-01

Through the Arizona Transportation Research Center, the Arizona Department of Transportation requested that research be performed to determine how Motor Vehicle Division (MVD) office customer service could be improved and wait times could be reduced....

Identifying customer-focused performance measures : final report 655.

DOT National Transportation Integrated Search

2010-10-01

The Arizona Department of Transportation (ADOT) completed a comprehensive customer satisfaction : assessment in July 2009. ADOT commissioned the assessment to acquire statistically valid data from residents : and community leaders to help it identify...

A parallel calibration utility for WRF-Hydro on high performance computers

NASA Astrophysics Data System (ADS)

Wang, J.; Wang, C.; Kotamarthi, V. R.

2017-12-01

A successful modeling of complex hydrological processes comprises establishing an integrated hydrological model which simulates the hydrological processes in each water regime, calibrates and validates the model performance based on observation data, and estimates the uncertainties from different sources especially those associated with parameters. Such a model system requires large computing resources and often have to be run on High Performance Computers (HPC). The recently developed WRF-Hydro modeling system provides a significant advancement in the capability to simulate regional water cycles more completely. The WRF-Hydro model has a large range of parameters such as those in the input table files — GENPARM.TBL, SOILPARM.TBL and CHANPARM.TBL — and several distributed scaling factors such as OVROUGHRTFAC. These parameters affect the behavior and outputs of the model and thus may need to be calibrated against the observations in order to obtain a good modeling performance. Having a parameter calibration tool specifically for automate calibration and uncertainty estimates of WRF-Hydro model can provide significant convenience for the modeling community. In this study, we developed a customized tool using the parallel version of the model-independent parameter estimation and uncertainty analysis tool, PEST, to enabled it to run on HPC with PBS and SLURM workload manager and job scheduler. We also developed a series of PEST input file templates that are specifically for WRF-Hydro model calibration and uncertainty analysis. Here we will present a flood case study occurred in April 2013 over Midwest. The sensitivity and uncertainties are analyzed using the customized PEST tool we developed.

Performance Assessment of a Custom, Portable, and Low-Cost Brain-Computer Interface Platform.

PubMed

McCrimmon, Colin M; Fu, Jonathan Lee; Wang, Ming; Lopes, Lucas Silva; Wang, Po T; Karimi-Bidhendi, Alireza; Liu, Charles Y; Heydari, Payam; Nenadic, Zoran; Do, An Hong

2017-10-01

Conventional brain-computer interfaces (BCIs) are often expensive, complex to operate, and lack portability, which confines their use to laboratory settings. Portable, inexpensive BCIs can mitigate these problems, but it remains unclear whether their low-cost design compromises their performance. Therefore, we developed a portable, low-cost BCI and compared its performance to that of a conventional BCI. The BCI was assembled by integrating a custom electroencephalogram (EEG) amplifier with an open-source microcontroller and a touchscreen. The function of the amplifier was first validated against a commercial bioamplifier, followed by a head-to-head comparison between the custom BCI (using four EEG channels) and a conventional 32-channel BCI. Specifically, five able-bodied subjects were cued to alternate between hand opening/closing and remaining motionless while the BCI decoded their movement state in real time and provided visual feedback through a light emitting diode. Subjects repeated the above task for a total of 10 trials, and were unaware of which system was being used. The performance in each trial was defined as the temporal correlation between the cues and the decoded states. The EEG data simultaneously acquired with the custom and commercial amplifiers were visually similar and highly correlated ( ρ = 0.79). The decoding performances of the custom and conventional BCIs averaged across trials and subjects were 0.70 ± 0.12 and 0.68 ± 0.10, respectively, and were not significantly different. The performance of our portable, low-cost BCI is comparable to that of the conventional BCIs. Platforms, such as the one developed here, are suitable for BCI applications outside of a laboratory.

Acquisition of flat panel displays for military applications

NASA Astrophysics Data System (ADS)

Van Atta, Richard H.; Goodell, Larry; Cohen, Brian S.; Lippitz, Michael J.; Marks, Michael B.; Bardsley, James N.; Kimzey, Charles H.

1998-09-01

Congress requested the Department of Defense (DoD) to study the acquisition of flat panel displays (FPDs) for military applications with specific attention to tradeoffs made in acquiring 'consumer-grade displays' rather than 'FPD systems that are custom designed to meet military requirements.' The study addresses: life cycle cost and performance tradeoffs, environmental and performance requirements and test data on performance of both custom and consumer-grade FPDs, life cycle cost and support issues such as commonality, supportability, and availability, potential benefits of FPD system interface standards and open systems approaches. The study found that appropriately ruggedized consumer-grade FPDs can meet the environmental and performance requirements for a broad range of military applications, including shipboard, command and control, army ground vehicles, military transport aviation, and soldier-portable computer systems. Currently, ruggedized consumer-grade FPDs cannot meet the specifications for some highly stressful applications, particularly tactical cockpit avionics. Due to lack of comparable and available data, programs have reached different judgments about the environmental tolerance and optical performance of ruggedized consumer-grade FPDs. There appear to be few systematic assessments of display performance impact on mission effectiveness. FPD availability concerns pivot on (1) the potentially rapid obsolescence of commercial FPDs and (2) the economic viability of domestic custom FPD suppliers. Display integrators using commercial FPDs are working to establish long-term supply arrangements with foreign producers of displays, but it is unclear how responsive these relationships will be in the future. Some DoD display integrators using custom FPDs believe that until the FPD market matures and stabilizes, it would be imprudent for DoD to become dependent on foreign, commercial FPD producers. However, many of these integrators are also concerned about the financial health of domestically based custom FPD producers.

Personalizing Biomaterials for Precision Nanomedicine Considering the Local Tissue Microenvironment.

PubMed

Oliva, Nuria; Unterman, Shimon; Zhang, Yi; Conde, João; Song, Hyun Seok; Artzi, Natalie

2015-08-05

New advances in (nano)biomaterial design coupled with the detailed study of tissue-biomaterial interactions can open a new chapter in personalized medicine, where biomaterials are chosen and designed to match specific tissue types and disease states. The notion of a "one size fits all" biomaterial no longer exists, as growing evidence points to the value of customizing material design to enhance (pre)clinical performance. The complex microenvironment in vivo at different tissue sites exhibits diverse cell types, tissue chemistry, tissue morphology, and mechanical stresses that are further altered by local pathology. This complex and dynamic environment may alter the implanted material's properties and in turn affect its in vivo performance. It is crucial, therefore, to carefully study tissue context and optimize biomaterials considering the implantation conditions. This practice would enable attaining predictable material performance and enhance clinical outcomes. © 2015 WILEY-VCH Verlag GmbH & Co. KGaA, Weinheim.

Competing on talent analytics.

PubMed

Davenport, Thomas H; Harris, Jeanne; Shapiro, Jeremy

2010-10-01

Do investments in your employees actually affect workforce performance? Who are your top performers? How can you empower and motivate other employees to excel? Leading-edge companies such as Google, Best Buy, Procter & Gamble, and Sysco use sophisticated data-collection technology and analysis to answer these questions, leveraging a range of analytics to improve the way they attract and retain talent, connect their employee data to business performance, differentiate themselves from competitors, and more. The authors present the six key ways in which companies track, analyze, and use data about their people-ranging from a simple baseline of metrics to monitor the organization's overall health to custom modeling for predicting future head count depending on various "what if" scenarios. They go on to show that companies competing on talent analytics manage data and technology at an enterprise level, support what analytical leaders do, choose realistic targets for analysis, and hire analysts with strong interpersonal skills as well as broad expertise.

Customer satisfaction planning and industrial engineering move hospital towards in-house stockless program.

PubMed

Burton, R; Mauk, D

1993-03-01

By integrating customer satisfaction planning and industrial engineering techniques when examining internal costs and efficiencies, materiel managers are able to better realize what concepts will best meet their customers' needs. Defining your customer(s), applying industrial engineering techniques, completing work sampling studies, itemizing recommendations and benefits to each alternative, performing feasibility and cost-analysis matrixes and utilizing resources through productivity monitoring will get you on the right path toward selecting concepts to use. This article reviews the above procedures as they applied to one hospital's decision-making process to determine whether to incorporate a stockless inventory program. Through an analysis of customer demand, the hospital realized that stockless was the way to go, but not by outsourcing the function--the hospital incorporated an in-house stockless inventory program.

Negative Correlation Learning for Customer Churn Prediction: A Comparison Study

PubMed Central

Faris, Hossam

2015-01-01

Recently, telecommunication companies have been paying more attention toward the problem of identification of customer churn behavior. In business, it is well known for service providers that attracting new customers is much more expensive than retaining existing ones. Therefore, adopting accurate models that are able to predict customer churn can effectively help in customer retention campaigns and maximizing the profit. In this paper we will utilize an ensemble of Multilayer perceptrons (MLP) whose training is obtained using negative correlation learning (NCL) for predicting customer churn in a telecommunication company. Experiments results confirm that NCL based MLP ensemble can achieve better generalization performance (high churn rate) compared with ensemble of MLP without NCL (flat ensemble) and other common data mining techniques used for churn analysis. PMID:25879060

Research on the construction of three level customer service knowledge graph

NASA Astrophysics Data System (ADS)

Cheng, Shi; Shen, Jiajie; Shi, Quan; Cheng, Xianyi

2017-09-01

With the explosion of knowledge and information of the enterprise and the growing demand for intelligent knowledge management and application and improve business performance the knowledge expression and processing of the enterprise has become a hot topic. Aim at the problems of the electric marketing customer service knowledge map (customer service knowledge map) in building theory and method, electric marketing knowledge map of three levels of customer service was discussed, and realizing knowledge reasoning based on Neo4j, achieve good results in practical application.

Managing hospital quality performance in two related areas: patient care and customer service.

PubMed

Dwore, R B

1993-01-01

The Joint Commission on Accreditation of Healthcare Organization's new emphasis on continuous quality improvement provides hospitals with an opportunity to enhance both customer service as well as patient care. Both are expected by patients and delivered by providers. Patient care is the core product; customer service augments it by adding value and providing the opportunity for a competitive advantage. This article discusses issues for administrators to consider before including customer service as a component of continuous quality improvement and then presents methods for bringing about change.

An integrative fuzzy Kansei engineering and Kano model for logistics services

NASA Astrophysics Data System (ADS)

Hartono, M.; Chuan, T. K.; Prayogo, D. N.; Santoso, A.

2017-11-01

Nowadays, customer emotional needs (known as Kansei) in product and especially in services become a major concern. One of the emerging services is the logistics services. In obtaining a global competitive advantage, logistics services should understand and satisfy their customer affective impressions (Kansei). How to capture, model and analyze the customer emotions has been well structured by Kansei Engineering, equipped with Kano model to strengthen its methodology. However, its methodology lacks of the dynamics of customer perception. More specifically, there is a criticism of perceived scores on user preferences, in both perceived service quality and Kansei response, whether they represent an exact numerical value. Thus, this paper is proposed to discuss an approach of fuzzy Kansei in logistics service experiences. A case study in IT-based logistics services involving 100 subjects has been conducted. Its findings including the service gaps accompanied with prioritized improvement initiatives are discussed.

Customization in Prescribing for Bipolar Disorder

PubMed Central

Hodgkin, Dominic; Volpe-Vartanian, Joanna; Merrick, Elizabeth L.; Horgan, Constance M.; Nierenberg, Andrew A.; Frank, Richard G.; Lee, Sue

2011-01-01

For many disorders, patient heterogeneity requires physicians to customize their treatment to each patient’s needs. We test for the existence of customization in physicians’ prescribing for bipolar disorder, using data from a naturalistic clinical effectiveness trial of bipolar disorder treatment (STEP-BD), which did not constrain physician prescribing. Multinomial logit is used to model the physician’s choice among five combinations of drug classes. We find that our observed measure of the patient’s clinical status played only a limited role in the choice among drug class combinations, even for conditions such as mania that are expected to affect class choice. However, treatment of a patient with given characteristics differed widely depending on which physician was seen. The explanatory power of the model was low. There was variation within each physician’s prescribing, but the results do not suggest a high degree of customization in physicians’ prescribing, based on our measure of clinical status. PMID:21506194

Customization in prescribing for bipolar disorder.

PubMed

Hodgkin, Dominic; Volpe-Vartanian, Joanna; Merrick, Elizabeth L; Horgan, Constance M; Nierenberg, Andrew A; Frank, Richard G; Lee, Sue

2012-06-01

For many disorders, patient heterogeneity requires physicians to customize their treatment to each patient's needs. We test for the existence of customization in physicians' prescribing for bipolar disorder, using data from a naturalistic clinical effectiveness trial of bipolar disorder treatment (STEP-BD), which did not constrain physician prescribing. Multinomial logit is used to model the physician's choice among five combinations of drug classes. We find that our observed measure of the patient's clinical status played only a limited role in the choice among drug class combinations, even for conditions such as mania that are expected to affect class choice. However, treatment of a patient with given characteristics differed widely depending on which physician was seen. The explanatory power of the model was low. There was variation within each physician's prescribing, but the results do not suggest a high degree of customization in physicians' prescribing, based on our measure of clinical status. Copyright © 2011 John Wiley & Sons, Ltd.

Automatic user customization for improving the performance of a self-paced brain interface system.

PubMed

Fatourechi, Mehrdad; Bashashati, Ali; Birch, Gary E; Ward, Rabab K

2006-12-01

Customizing the parameter values of brain interface (BI) systems by a human expert has the advantage of being fast and computationally efficient. However, as the number of users and EEG channels grows, this process becomes increasingly time consuming and exhausting. Manual customization also introduces inaccuracies in the estimation of the parameter values. In this paper, the performance of a self-paced BI system whose design parameter values were automatically user customized using a genetic algorithm (GA) is studied. The GA automatically estimates the shapes of movement-related potentials (MRPs), whose features are then extracted to drive the BI. Offline analysis of the data of eight subjects revealed that automatic user customization improved the true positive (TP) rate of the system by an average of 6.68% over that whose customization was carried out by a human expert, i.e., by visually inspecting the MRP templates. On average, the best improvement in the TP rate (an average of 9.82%) was achieved for four individuals with spinal cord injury. In this case, the visual estimation of the parameter values of the MRP templates was very difficult because of the highly noisy nature of the EEG signals. For four able-bodied subjects, for which the MRP templates were less noisy, the automatic user customization led to an average improvement of 3.58% in the TP rate. The results also show that the inter-subject variability of the TP rate is also reduced compared to the case when user customization is carried out by a human expert. These findings provide some primary evidence that automatic user customization leads to beneficial results in the design of a self-paced BI for individuals with spinal cord injury.

Afghanistan: Politics, Elections, and Government Performance

DTIC Science & Technology

2013-11-22

traditionalists who adhere to strict Islamic customs . The Taliban government (1996-2001) opposed modernization, but there has been substantial modernization... customs include traditional forms of apology (“nanawati” and “shamana”) and compensation for wrongs done.14 While much of the informal justice system...increasing weight, as well as a reputation for corruption, including siphoning off customs revenues at the key Spin Boldak crossing from Pakistan. He

Afghanistan: Politics, Elections, and Government Performance

DTIC Science & Technology

2014-09-17

struggle between urban, educated “modernizers” and the rural, lesser-educated traditionalists who adhere to a set of long-standing customs and practices...to prevail, including the traditional Pashtun code of conduct known as Pashtunwali. Some of these customs include traditional forms of apology...perceived as having increasing weight, as well as a reputation for corruption, including siphoning off customs revenues at the key Spin Boldak crossing

National Highway Traffic Safety Administration : 1997 customer satisfaction survey

DOT National Transportation Integrated Search

1998-03-13

In 1995, the National Highway Traffic Safety Administration (NHTSA) conducted its first Customer Satisfaction Survey in response to the requirements of the National Performance Review and Executive Order 12862. An independent research organization, S...

Additive Manufacturing (AM) in Expeditionary Operations: Current Needs, Technical Challenges, and Opportunities

DTIC Science & Technology

2016-06-01

site customization of existing models. The author performed an empirical study centered around a survey of United States Marine Corps (USMC) and United...recommends that more studies be performed to determine the best way forward for AM within the USMC and USN. 14. SUBJECT TERMS 3D printing, additive...customization of existing models. The author performed an em- pirical study centered around a survey of United States Marine Corps (USMC) and United

Impact of Different Economic Performance Metrics on the Perceived Value of Solar Photovoltaics

DOE Office of Scientific and Technical Information (OSTI.GOV)

Drury, E.; Denholm, P.; Margolis, R.

2011-10-01

Photovoltaic (PV) systems are installed by several types of market participants, ranging from residential customers to large-scale project developers and utilities. Each type of market participant frequently uses a different economic performance metric to characterize PV value because they are looking for different types of returns from a PV investment. This report finds that different economic performance metrics frequently show different price thresholds for when a PV investment becomes profitable or attractive. Several project parameters, such as financing terms, can have a significant impact on some metrics [e.g., internal rate of return (IRR), net present value (NPV), and benefit-to-cost (B/C)more » ratio] while having a minimal impact on other metrics (e.g., simple payback time). As such, the choice of economic performance metric by different customer types can significantly shape each customer's perception of PV investment value and ultimately their adoption decision.« less

Power quality improvement by using STATCOM control scheme in wind energy generation interface to grid

NASA Astrophysics Data System (ADS)

Kirmani, Sheeraz; Kumar, Brijesh

2018-01-01

“Electric Power Quality (EPQ) is a term that refers to maintaining the near sinusoidal waveform of power distribution bus voltages and currents at rated magnitude and frequency”. Today customers are more aware of the seriousness that the power quality possesses, this prompt the utilities to assure good quality of power to their customer. The power quality is basically customer centric. Increased focus of utilities toward maintaining reliable power supply by employing power quality improvement tools has reduced the power outages and black out considerably. Good power quality is the characteristic of reliable power supply. Low power factor, harmonic pollution, load imbalance, fast voltage variations are some common parameters which are used to define the power quality. If the power quality issues are not checked i.e. the parameters that define power quality doesn't fall within the predefined standards than it will lead into high electricity bill, high running cost in industries, malfunctioning of equipments, challenges in connecting renewable. Capacitor banks, FACTS devices, harmonic filters, SVC’s (static voltage compensators), STATCOM (Static-Compensator) are the solutions to achieve the power quality. The performance of Wind turbine generators is affected by poor quality power, at the same time these wind power generating plant affects the power quality negatively. This paper presents the STATCOM-BESS (battery energy storage system) system and studies its impact on the power quality in a system which consists of wind turbine generator, non linear load, hysteresis controller for controlling the operation of STATCOM and grid. The model is simulated in the MATLAB/Simulink. This scheme mitigates the power quality issues, improves voltage profile and also reduces harmonic distortion of the waveforms. BESS level out the imbalances caused in real power due to intermittent nature of wind power available due to varying wind speeds.

The quality improvement customers didn't want.

PubMed

Iacobucci, D

1996-01-01

Is investing in new technology always the right choice for a company and its customers? Allan Moulter, the CEO of Quality Care, isn't sure he wants to invest in the computerized reception system that consultant Jack Zadow has outlined for him. But in this HBR case study, the argument Zadow makes is impossible to ignore. Quality Care's rivals have invested in similar systems or are planning to do so. The new system promises to take care of routine busywork, freeing staff up for other interactions with patients. It seems as if the competition hasn't even cut staff and is counting on increased customer retention to pay for the investment. And yet, Quality Care's surveys of its own customers show that they prefer the human touch when checking in. How would customers feel if the first ¿person¿ they met when they came in the door turned out to be a machine? Moulter prides himself on his responsiveness to customers. And with 86% of Quality Care's customers either satisfied or completely satisfied, aren't things fine as they are? Has Moulter considered all the facets of his predicament? How will Quality Care's staff be affected by a decision one way or another? What about the costs of upgrading the system? Can Quality Care maintain its standing without going high-tech? Would customers rebel when confronted with the proposed reception area or would they appreciate the increased efficiency? Six experts weigh the costs and benefits of technology in a service industry.

Customer-experienced rapid prototyping

NASA Astrophysics Data System (ADS)

Zhang, Lijuan; Zhang, Fu; Li, Anbo

2008-12-01

In order to describe accurately and comprehend quickly the perfect GIS requirements, this article will integrate the ideas of QFD (Quality Function Deployment) and UML (Unified Modeling Language), and analyze the deficiency of prototype development model, and will propose the idea of the Customer-Experienced Rapid Prototyping (CE-RP) and describe in detail the process and framework of the CE-RP, from the angle of the characteristics of Modern-GIS. The CE-RP is mainly composed of Customer Tool-Sets (CTS), Developer Tool-Sets (DTS) and Barrier-Free Semantic Interpreter (BF-SI) and performed by two roles of customer and developer. The main purpose of the CE-RP is to produce the unified and authorized requirements data models between customer and software developer.

WAN Optimization: A Business Process Reengineering and Knowledge Value Added Approach

DTIC Science & Technology

2011-03-01

processing is not affected. Reliability The Customer or Order systems are unavailable. If either fails, order processing halts and alerts are...online immediately, and sends a fax to the customer who orders the container. The whole order processing process can be completed in one day. IT plays...Messages build up in the OrderQ until the email server restarts. Messages are then sent by the SendEmail component to remove the backlog. Order

Customer Satisfaction with Air Force Civil Engineering Support

DTIC Science & Technology

1988-09-01

Regulation aS-l states, "No other base organization directly affects the living environment of every person on base as does the BCE (Base Civil Engineering...accounting, engineering, and legal firms; personal services such as housekeeping, barbering, and recreational services; and most of the nonprofit areas of...a single package via Lear jet to keep a promise to a customer" (Lele, 1987: 45). Frito Lay maintains a 10,000 person sales force in what is a

Controller Strategies for Automation Tool Use under Varying Levels of Trajectory Prediction Uncertainty

NASA Technical Reports Server (NTRS)

Morey, Susan; Prevot, Thomas; Mercer, Joey; Martin, Lynne; Bienert, Nancy; Cabrall, Christopher; Hunt, Sarah; Homola, Jeffrey; Kraut, Joshua

2013-01-01

A human-in-the-loop simulation was conducted to examine the effects of varying levels of trajectory prediction uncertainty on air traffic controller workload and performance, as well as how strategies and the use of decision support tools change in response. This paper focuses on the strategies employed by two controllers from separate teams who worked in parallel but independently under identical conditions (airspace, arrival traffic, tools) with the goal of ensuring schedule conformance and safe separation for a dense arrival flow in en route airspace. Despite differences in strategy and methods, both controllers achieved high levels of schedule conformance and safe separation. Overall, results show that trajectory uncertainties introduced by wind and aircraft performance prediction errors do not affect the controllers' ability to manage traffic. Controller strategies were fairly robust to changes in error, though strategies were affected by the amount of delay to absorb (scheduled time of arrival minus estimated time of arrival). Using the results and observations, this paper proposes an ability to dynamically customize the display of information including delay time based on observed error to better accommodate different strategies and objectives.

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.

Customers' attributional judgments towards complaint handling in airline service: a confirmatory study based on attribution theory.

PubMed

Chiou, Wen-Bin

2007-06-01

Besides flight safety, complaint handling plays a crucial role in airline service. Based upon Kelley's attribution theory, in the present study customers' attributions were examined under different conditions of complaint handling by the airlines. There were 531 passengers (216 women; ages 21 to 63 years, M = 41.5, SD = 11.1) with experiences of customer complaints who were recruited while awaiting boarding. Participants received one hypothetical scenario of three attributional conditions about complaint handling and then reported their attributional judgments. The findings indicated that the passengers were most likely to attribute the company's complaint handling to unconditional compliance when the airline company reacted to customer complaints under low distinctiveness, high consistency, and when consensus among the airlines was low. On the other hand, most passengers attributed the company's complaint handling to conditional compliance under the conditions in which distinctiveness, consistency, and consensus were all high. The results provide further insights into how different policies of complaint management affect customers' attributions. Future directions and managerial implications are also discussed.

Opinion Summarizationof CustomerComments

NASA Astrophysics Data System (ADS)

Fan, Miao; Wu, Guoshi

Web 2.0 technologies have enabled more and more customers to freely comment on different kinds of entities, such as sellers, products and services. The large scale of information poses the need and challenge of automatic summarization. In many cases, each of the user-generated short comments implies the opinions which rate the target entity. In this paper, we aim to mine and to summarize all the customer comments of a product. The algorithm proposed in this researchis more reliable on opinion identification because it is unsupervised and the accuracy of the result improves as the number of comments increases. Our research is performed in four steps: (1) mining the frequent aspects of a product that have been commented on by customers; (2) mining the infrequent aspects of a product which have been commented by customers (3) identifying opinion words in each comment and deciding whether each opinion word is positive, negative or neutral; (4) summarizing the comments. This paper proposes several novel techniques to perform these tasks. Our experimental results using comments of a number of products sold online demonstrate the effectiveness of the techniques.

Customer service at MVD field offices : final report 544.

DOT National Transportation Integrated Search

2008-06-01

Through the Arizona Transportation Research Center, the Arizona Department of Transportation requested that research be performed to determine how Motor Vehicle Division (MVD) office customer service could be improved and wait times could be reduced....

Investigating the effect of m-commerce design usability on customers' trust

NASA Astrophysics Data System (ADS)

Hussain, Azham Bin; Mahmood, Alaa Thamer; Naser, Raed Kamil

2017-10-01

User experience may vary from one user to another based on the design characteristics for processing a certain task. Our review of the literature revealed that there is a noticeable lack of studies on the effect of mobile or m-commerce design usability on customers' trust to perform certain activities. We investigated the effect of m-commerce design usability in terms of navigability, supportability, readability, creditability, and content relevant. A close-ended questionnaire was distributed to 20 customers who were asked to perform some tasks. The result showed that majority of the participants found m-commerce design usability to influence their trust of the app. The mentioned usability elements were found to positively influence customers' trust except for supportability. Our findings provide some insights to the m-commerce designers and developers and extend the current understanding about the potential of design usability in explaining users' usage behavior.

A Demand-Driven Approach for a Multi-Agent System in Supply Chain Management

NASA Astrophysics Data System (ADS)

Kovalchuk, Yevgeniya; Fasli, Maria

This paper presents the architecture of a multi-agent decision support system for Supply Chain Management (SCM) which has been designed to compete in the TAC SCM game. The behaviour of the system is demand-driven and the agents plan, predict, and react dynamically to changes in the market. The main strength of the system lies in the ability of the Demand agent to predict customer winning bid prices - the highest prices the agent can offer customers and still obtain their orders. This paper investigates the effect of the ability to predict customer order prices on the overall performance of the system. Four strategies are proposed and compared for predicting such prices. The experimental results reveal which strategies are better and show that there is a correlation between the accuracy of the models' predictions and the overall system performance: the more accurate the prediction of customer order prices, the higher the profit.

[Work-related stress and mental health - can work lead to mental disorders?

PubMed

Ptáček, Radek; Vňuková, Martina; Raboch, Jiří

2017-01-01

In the past two decades, special attention was paid to mental health issues. The available literature suggests, for example, the relationship between the workload and mental discomfort and the occurrence of myocardial infarction. This article focuses mainly on the issue of work-related stress and its impact on mental health. In this context, it must be acknowledged that possible psychological problems due to work are not only employees problem. These difficulties can significantly affect performance - and thus they should be the concern of the employer, but also of customers, clients and patients who come into contact with the worker who might develop some mental problems, due to the nature of his work and working conditions. This article provides an overview of the various factors affecting the mental health of employees. These are, for example, work demands, working hours and workplace relations. In conclusion, it brings results of Czech study examining job stress among working population.

The Effects of a Combined Task Clarification, Goal Setting, Feedback, and Performance Contingent Consequence Intervention Package on Telephone Customer Service in a Medical Clinic Environment

ERIC Educational Resources Information Center

Slowiak, Julie M.; Madden, Gregory J.; Mathews, Ramona

2006-01-01

Appointment coordinators at a mid-western medical clinic were to provide exceptional telephone customer service. This included using a standard greeting, speaking in an appropriate tone of voice during the conversation, and using a standard closing to end the call. An analysis suggested performance deficiencies resulted from weak antecedents, poor…

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

ERIC Educational Resources Information Center

Eikenhout, Nelson; Austin, John

2005-01-01

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

Organization Analytics: Taking Cost-per-Dollar-Obligated (CPDO) Measures to the Next Level in Defense Contracting

DTIC Science & Technology

2016-04-30

previously, PALT duration was identified by customers as the single most important performance measure . In this section, we present the benchmark...decrease customer satisfaction . We identified percentage of warranted contracting officers ranging from 24% to 91% of an organization’s contracting...multiple uses of CPDO and other measures to optimize contract awards and meet the needs of procurement customers more effectively. Extending this

Afghanistan: Politics, Elections, and Government Performance

DTIC Science & Technology

2014-06-23

struggle between urban, educated “modernizers” and the rural, lesser-educated traditionalists who adhere to a set of long-standing customs and practices...traditional Pashtun code of conduct known as Pashtunwali. Some of these customs include traditional forms of apology (“nanawati” and “shamana”) and...corruption, including siphoning off customs revenues at the key Spin Boldak crossing from Pakistan. He was appointed to his current post in March 2011

Inbound Call Centers and Emotional Dissonance in the Job Demands – Resources Model

PubMed Central

Molino, Monica; Emanuel, Federica; Zito, Margherita; Ghislieri, Chiara; Colombo, Lara; Cortese, Claudio G.

2016-01-01

Background: Emotional labor, defined as the process of regulating feelings and expressions as part of the work role, is a major characteristic in call centers. In particular, interacting with customers, agents are required to show certain emotions that are considered acceptable by the organization, even though these emotions may be different from their true feelings. This kind of experience is defined as emotional dissonance and represents a feature of the job especially for call center inbound activities. Aim: The present study was aimed at investigating whether emotional dissonance mediates the relationship between job demands (workload and customer verbal aggression) and job resources (supervisor support, colleague support, and job autonomy) on the one hand, and, on the other, affective discomfort, using the job demands-resources model as a framework. The study also observed differences between two different types of inbound activities: customer assistance service (CA) and information service. Method: The study involved agents of an Italian Telecommunication Company, 352 of whom worked in the CA and 179 in the information service. The hypothesized model was tested across the two groups through multi-group structural equation modeling. Results: Analyses showed that CA agents experience greater customer verbal aggression and emotional dissonance than information service agents. Results also showed, only for the CA group, a full mediation of emotional dissonance between workload and affective discomfort, and a partial mediation of customer verbal aggression and job autonomy, and affective discomfort. Conclusion: This study’s findings contributed both to the emotional labor literature, investigating the mediational role of emotional dissonance in the job demands-resources model, and to call center literature, considering differences between two specific kinds of inbound activities. Suggestions for organizations and practitioners emerged in order to identify practical implications useful both to support employees in coping with emotional labor and to promote well-being in inbound call centers. In detail, results showed the need to improve training programs in order to enhance employees’ emotion regulation skills, and to introduce human resource practices aimed at clarifying emotional requirements of the job. PMID:27516752

Inbound Call Centers and Emotional Dissonance in the Job Demands - Resources Model.

PubMed

Molino, Monica; Emanuel, Federica; Zito, Margherita; Ghislieri, Chiara; Colombo, Lara; Cortese, Claudio G

2016-01-01

Emotional labor, defined as the process of regulating feelings and expressions as part of the work role, is a major characteristic in call centers. In particular, interacting with customers, agents are required to show certain emotions that are considered acceptable by the organization, even though these emotions may be different from their true feelings. This kind of experience is defined as emotional dissonance and represents a feature of the job especially for call center inbound activities. The present study was aimed at investigating whether emotional dissonance mediates the relationship between job demands (workload and customer verbal aggression) and job resources (supervisor support, colleague support, and job autonomy) on the one hand, and, on the other, affective discomfort, using the job demands-resources model as a framework. The study also observed differences between two different types of inbound activities: customer assistance service (CA) and information service. The study involved agents of an Italian Telecommunication Company, 352 of whom worked in the CA and 179 in the information service. The hypothesized model was tested across the two groups through multi-group structural equation modeling. Analyses showed that CA agents experience greater customer verbal aggression and emotional dissonance than information service agents. RESULTS also showed, only for the CA group, a full mediation of emotional dissonance between workload and affective discomfort, and a partial mediation of customer verbal aggression and job autonomy, and affective discomfort. This study's findings contributed both to the emotional labor literature, investigating the mediational role of emotional dissonance in the job demands-resources model, and to call center literature, considering differences between two specific kinds of inbound activities. Suggestions for organizations and practitioners emerged in order to identify practical implications useful both to support employees in coping with emotional labor and to promote well-being in inbound call centers. In detail, results showed the need to improve training programs in order to enhance employees' emotion regulation skills, and to introduce human resource practices aimed at clarifying emotional requirements of the job.

NASA and Superalloys: A Customer, a Participant, and a Referee

NASA Technical Reports Server (NTRS)

Nathal, Michael V.

2008-01-01

NASA has had a long history of research and development in the field of superalloys. These efforts have continued today, where the latest advancements in turbine disk and blade technologies are being developed. Although NASA does support military flight systems, its predominant role is in supporting civilian air transportation systems, and thus has goals for improving fuel efficiency, emissions, noise, and safety of today s aircraft. NASA has traditionally served several distinct but complimentary roles as participants in multi-disciplinary research teams, as customers who fund research and development efforts at industry and universities, and as referees who can address broad issues that affect the entire aeronautics community. Because of our longer range viewpoint, we can take on higher risk, higher reward research topics. NASA can also serve as an intermediary between the basic research performed primarily at universities and the development efforts emphasized by industry. By interacting with individual companies, NASA can identify areas of general interest and problems common to a large portion of the aeronautics community, and devise programs aimed at solving these problems. In space missions, NASA is a direct customer responsible for developing vehicles. In the case of the Space Shuttle, NASA has worked with various contractors to design and build numerous components out of superalloys. Another fascinating area for the use of superalloys is in power systems for long life applications in space. Potential missions include providing electric power for deep space missions, surface rovers, including lunar and Mars, and stationary power generators on the lunar surface.

Custom vs conventional PRK: a prospective, randomized, contralateral eye comparison of postoperative visual function.

PubMed

Mifflin, Mark D; Hatch, Bryndon B; Sikder, Shameema; Bell, James; Kurz, Christopher J; Moshirfar, Majid

2012-02-01

To determine whether VISX S4 (VISX Inc) custom photorefractive keratectomy (PRK) results in better visual outcomes than VISX S4 conventional PRK. Photorefractive keratectomy was performed on 80 eyes from 40 patients in this randomized, prospective, contralateral eye study. Dominant eyes were randomized to one group with the fellow eye receiving the alternate treatment. Primary outcome measures included uncorrected distance visual acuity (UDVA), corrected distance visual acuity (CDVA), contrast sensitivity, and root-mean-square (RMS) higher order aberrations. Mean UDVA was -0.023±0.099 (20/19) in the custom group and -0.044±0.080 (20/18) in the conventional group 6 months after surgery (P=.293). Mean CDVA was -0.073±0.067 (20/17) in the custom group and -0.079±0.071 (20/17) in the conventional group 6 months after surgery (P=.659). Total higher order aberration RMS and spherical aberration increased in both groups compared to preoperative values (P<.05). Coma increased in the conventional group (P<.05) whereas it was similar to preoperative values in the custom group. No significant differences were noted in induction of trefoil. Custom and conventional PRK were shown to be safe and effective with excellent visual acuity and contrast sensitivity performance at 6 and 12 months. Conventional PRK induced more coma than custom PRK; however, this did not seem to correlate with clinical outcomes. Copyright 2012, SLACK Incorporated.

A modelling framework for mitigating customers' waiting time at a vehicle inspection centre

NASA Astrophysics Data System (ADS)

Ahmad, Norazura; Abidin, Norhaslinda Zainal; Ilyas, Khibtiyah; Abduljabbar, Waleed Khalid

2017-11-01

In Malaysia, an agency that is entrusted by the Government to perform mandatory vehicle inspection for public, commercial and private vehicles, receive many customers daily. Often complaints of problems received from the customers are associated with waiting time that leads to lost of business and dissatisfied customers. To address this issue, we propose a framework for modelling a vehicle inspection system using an integration of simulation and optimization approaches. The strengths of simulation and optimization are reviewed briefly that is hoped to reveal the synergy between the established methods in determining an appropriate customer's waiting time for inspection at a vehicle inspection centre. Relevant concepts and preliminary results are also presented and discussed in this paper.

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.

Electricity Bill Savings from Residential Photovoltaic Systems: Sensitivities to Changes in Future Electricity Market Conditions

DOE Office of Scientific and Technical Information (OSTI.GOV)

Darghouth, Naim; Barbose, Galen; Wiser, Ryan

2013-01-09

Customer-sited photovoltaic (PV) systems in the United States are often compensated at the customer’s underlying retail electricity rate through net metering. Calculations of the customer economics of PV, meanwhile, often assume that retail rate structures and PV compensation mechanisms will not change and that retail electricity prices will increase (or remain constant) over time, thereby also increasing (or keeping constant) the value of bill savings from PV. Given the multitude of potential changes to retail rates and PV compensation mechanisms in the future, however, understanding how such changes might impact the value of bill savings from PV is critical formore » policymakers, regulators, utilities, the solar industry, and potential PV owners, i.e., any stakeholder interested in understanding uncertainties in and potential changes to the long-term customer economics of PV. This scoping study investigates the impact of, and interactions among, three key sources of uncertainty in the future value of bill savings from customer-sited PV, focusing in particular on residential customers. These three sources of uncertainty are: changes to electricity market conditions that would affect retail electricity prices, changes to the types of retail rate structures available to residential customers with PV, and shifts away from standard net-metering toward other compensation mechanisms for residential PV.« less

State Performance-Based Regulation Using Multiyear Rate Plans for U.S. Electric Utilities

DOE Office of Scientific and Technical Information (OSTI.GOV)

Lowry, Mark Newton; Makos, Matt; Deason, Jeff

Electric utilities today must contain costs at a time when many need to modernize aging systems and all face major changes in technologies, customer preferences and competitive pressures.Most U.S. electric utility facilities are investor-owned, subject to rate and service regulation by state public utility commissions. Regulatory systems under which these utilities operate affect their performance and ability to meet these challenges. In this business environment, multiyear rate plans have some advantages over traditional rate regulation.The report focuses on key design issues and provides case studies of the multiyear rate plan approach, applicable to both vertically integrated and restructured states. Markmore » Newton Lowry and Matt Makos of Pacific Energy Group Research and Jeff Deason of Berkeley Lab authored the report; Lisa Schwartz, Berkeley Lab, was project manager and technical editor.The report is aimed primarily at state utility regulators and stakeholders in the state regulatory process. The multiyear rate approach also provides ideas on how to streamline oversight of public power utilities and rural electric cooperatives for their governing boards.Two key provisions of multiyear rate plans strengthen cost containment incentives and streamline regulation: 1. Reducing frequency of rate cases, typically to every four or five years 2. Using an attrition relief mechanism to escalate rates or revenue between rate cases to address cost pressures such as inflation and growth in number of customers, independently of the utility’s own cost Better utility performance can be achieved under well-designed multiyear rate plans while achieving lower regulatory costs. Benefits can be shared between utilities and their customers. But plans can be complex and involve significant changes in the regulatory system. Designing plans that stimulate utility performance without undue risk and share benefits fairly can be challenging.This report discusses the rationale for multiyear rate plans and their usefulness under modern business conditions. It then explains critical plan design issues and challenges and presents results from numerical research that considers the extra incentive power achieved under different plan provisions. Next, the report presents several case studies of utilities that have operated under formal multiyear rate plans or, for various reasons, have stayed out of rate cases for more than a decade. These studies consider the effect of multiyear rate plans and rate case frequency on utility cost, reliability and other performance dimensions.« less

Additive value of patch testing custom epoxy materials from the workplace at the occupational disease specialty clinic in Toronto.

PubMed

Houle, Marie-Claude; Holness, D Linn; Dekoven, Joel; Skotnicki, Sandy

2012-01-01

Allergic contact dermatitis (ACD) to epoxy resins is one of the major causes of occupationally induced ACD. Testing of custom epoxy materials from the workplace is often performed to diagnose ACD. The objective of this study was to investigate the additive value of patch testing custom-made epoxy materials. We retrospectively analyzed outcomes of 24 patients who were tested to custom epoxy resin materials between January 2002 and July 2011. For 11 patients (46%), the testing of their materials from work had no additional value (negative results). For 13 patients (54%), there was an additional value of testing custom allergens. Of those, 7 patients (54%) had positive reactions to custom epoxy materials that reinforced the test results found with the commercially available allergens, and 6 (46%) patients had positive reactions only to custom epoxy materials. Therefore, for 6 patients (25%), there was a definite additive value of testing custom epoxy materials because the allergy was discovered with custom testing and not with the commercially available allergens. Because of the high percentage (54%) of patients with additive value of patch testing custom epoxy materials, we think that the inclusion of actual workplace epoxy materials should be strongly considered when patch testing patients with occupational epoxy exposure.

Improving Operational System Performance of Internet of Things (IoT) in Indonesia Telecomunication Company

NASA Astrophysics Data System (ADS)

Dachyar, M.; Risky, S. A.

2014-06-01

Telecommunications company have to improve their business performance despite of the increase customers every year. In Indonesia, the telecommunication company have provided best services, improving operational systems by designing a framework for operational systems of the Internet of Things (IoT) other name of Machine to Machine (M2M). This study was conducted with expert opinion which further processed by the Analytic Hierarchy Process (AHP) to obtain important factor for organizations operational systems, and the Interpretive Structural Modeling (ISM) to determine factors of organization which found drives the biggest power. This study resulted, the greatest weight of SLA & KPI handling problems. The M2M current dashboard and current M2M connectivity have power to affect other factors and has important function for M2M operations roomates system which can be effectively carried out.

High-Throughput Platform for Synthesis of Melamine-Formaldehyde Microcapsules.

PubMed

Çakir, Seda; Bauters, Erwin; Rivero, Guadalupe; Parasote, Tom; Paul, Johan; Du Prez, Filip E

2017-07-10

The synthesis of microcapsules via in situ polymerization is a labor-intensive and time-consuming process, where many composition and process factors affect the microcapsule formation and its morphology. Herein, we report a novel combinatorial technique for the preparation of melamine-formaldehyde microcapsules, using a custom-made and automated high-throughput platform (HTP). After performing validation experiments for ensuring the accuracy and reproducibility of the novel platform, a design of experiment study was performed. The influence of different encapsulation parameters was investigated, such as the effect of the surfactant, surfactant type, surfactant concentration and core/shell ratio. As a result, this HTP-platform is suitable to be used for the synthesis of different types of microcapsules in an automated and controlled way, allowing the screening of different reaction parameters in a shorter time compared to the manual synthetic techniques.

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

NASA Astrophysics Data System (ADS)

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

2001-04-01

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

Using Performance Measures to Allocate Consumable Funding

DTIC Science & Technology

2007-06-01

The Air Force is now using the Customer Oriented Leveling Technique (COLT) to determine levels for consumable items at its bases. COLT is an...Overview • COLT is a system to set AF retail stock levels for DLA-managed consumable parts to minimize expected customer wait time (ECWT) • COLT...changed please list both.) Original title on 712 A/B: Using Performance Measures to Allocate Consumable Funding If the title was revised

Measuring the performance of G2G services in Iran

NASA Astrophysics Data System (ADS)

Zarei, Behrouz; Safdari, Maryam

To highlight the growth of e-government and the importance of its services it is essential to evaluate the performance of the service delivery to customers. Research indicates that traditional performance indexes are not suitable for this evaluation; moreover, it is noticeable that the e-government services are intangible and invisible. Among different e-government services, measurement of quality government to government (G2G) services has been less attractive for researchers while crucial for government policy-makers. This calls for a better understanding of the specific needs of users of these services in order to provide appropriate type and level of services that meets those needs. In this paper, the performance of the G2G services is measured in the Iranian context. For this purpose, SERVQUAL, which is a well-known method for assessing service quality, is employed. This study proposes and tests a five-factor of SERVQUAL instrument to explain user satisfaction and gap analysis, between expectations and perceptions of its customers, consisting thirty ministries and main governmental organizations. Based on a Chi-square test, factor analysis, gap analysis and correlations, it is concluded the gap between expectations and perceptions of G2G customers is significant and customer satisfaction of G2G services is at low level.

Electronic Commerce Resource Centers. An Industry--University Partnership.

ERIC Educational Resources Information Center

Gulledge, Thomas R.; Sommer, Rainer; Tarimcilar, M. Murat

1999-01-01

Electronic Commerce Resource Centers focus on transferring emerging technologies to small businesses through university/industry partnerships. Successful implementation hinges on a strategic operating plan, creation of measurable value for customers, investment in customer-targeted training, and measurement of performance outputs. (SK)

17 CFR 23.605 - Conflicts of interest policies and procedures.

Code of Federal Regulations, 2013 CFR

2013-04-01

... for risk management purposes), trading, sales, marketing, advertising, solicitation, structuring, or... exercising direct supervisory authority over the performance of, any proprietary or customer clearing... event with 15 or more existing customers, provided that all of the event participants previously...

Financial health and customer satisfaction in private health care providers in Brazil.

PubMed

Schiozer, Rafael Felipe; Saito, Cristiana Checchia; Saito, Richard

2011-11-01

This paper analyzes the relationship between the financial health and organizational form of private health care providers in Brazil. It also examines the major determinants of customer satisfaction associated with the provider's organizational form. An adjusted Altman's z-score is used as an indicator of financial health. A proxy variable based on customer complaints filed at the Brazilian National Agency for Supplementary Health is used as an indicator for customer satisfaction. The study uses a sample of 270 private health care providers and their operations over the period 2003-2005. Panel data analysis includes control variables related to market, operations, and management. Principal results indicate that: (1) private health care providers benefit from economies of scale; (2) self-funded health plans have better financial health; (3) spending on marketing does not have a significant impact on customer satisfaction in Brazil; (4) weak empirical evidence exists showing that good financial performance enhances customer's satisfaction.

Technical Note: Characterization of custom 3D printed multimodality imaging phantoms.

PubMed

Bieniosek, Matthew F; Lee, Brian J; Levin, Craig S

2015-10-01

Imaging phantoms are important tools for researchers and technicians, but they can be costly and difficult to customize. Three dimensional (3D) printing is a widely available rapid prototyping technique that enables the fabrication of objects with 3D computer generated geometries. It is ideal for quickly producing customized, low cost, multimodal, reusable imaging phantoms. This work validates the use of 3D printed phantoms by comparing CT and PET scans of a 3D printed phantom and a commercial "Micro Deluxe" phantom. This report also presents results from a customized 3D printed PET/MRI phantom, and a customized high resolution imaging phantom with sub-mm features. CT and PET scans of a 3D printed phantom and a commercial Micro Deluxe (Data Spectrum Corporation, USA) phantom with 1.2, 1.6, 2.4, 3.2, 4.0, and 4.8 mm diameter hot rods were acquired. The measured PET and CT rod sizes, activities, and attenuation coefficients were compared. A PET/MRI scan of a custom 3D printed phantom with hot and cold rods was performed, with photon attenuation and normalization measurements performed with a separate 3D printed normalization phantom. X-ray transmission scans of a customized two level high resolution 3D printed phantom with sub-mm features were also performed. Results show very good agreement between commercial and 3D printed micro deluxe phantoms with less than 3% difference in CT measured rod diameter, less than 5% difference in PET measured rod diameter, and a maximum of 6.2% difference in average rod activity from a 10 min, 333 kBq/ml (9 μCi/ml) Siemens Inveon (Siemens Healthcare, Germany) PET scan. In all cases, these differences were within the measurement uncertainties of our setups. PET/MRI scans successfully identified 3D printed hot and cold rods on PET and MRI modalities. X-ray projection images of a 3D printed high resolution phantom identified features as small as 350 μm wide. This work shows that 3D printed phantoms can be functionally equivalent to commercially available phantoms. They are a viable option for quickly distributing and fabricating low cost, customized phantoms.

SU-F-T-313: Clinical Results of a New Customer Acceptance Test for Elekta VMAT

DOE Office of Scientific and Technical Information (OSTI.GOV)

Rusk, B; Fontenot, J

Purpose: To report the results of a customer acceptance test (CAT) for VMAT treatments for two matched Elekta linear accelerators. Methods: The CAT tests were performed on two clinically matched Elekta linear accelerators equipped with a 160-leaf MLC. Functional tests included performance checks of the control system during dynamic movements of the diaphragms, MLC, and gantry. Dosimetric tests included MLC picket fence tests at static and variable dose rates and a diaphragm alignment test, all performed using the on-board EPID. Additionally, beam symmetry during arc delivery was measured at the four cardinal angles for high and low dose rate modesmore » using a 2D detector array. Results of the dosimetric tests were analyzed using the VMAT CAT analysis tool. Results: Linear accelerator 1 (LN1) met all stated CAT tolerances. Linear accelerator 2 (LN2) passed the geometric, beam symmetry, and MLC position error tests but failed the relative dose average test for the diaphragm abutment and all three picket fence fields. Though peak doses in the abutment regions were consistent, the average dose was below the stated tolerance corresponding to a leaf junction that was too narrow. Despite this, no significant differences in patient specific VMAT quality assurance measured were observed between the accelerators and both passed monthly MLC quality assurance performed with the Hancock test. Conclusion: Results from the CAT showed LN2 with relative dose averages in the abutment regions of the diaphragm and MLC tests outside the tolerances resulting from differences in leaf gap distances. Tolerances of the dose average tests from the CAT may be small enough to detect MLC errors which do not significantly affect patient QA or the routine MLC tests.« less

Good Features to Correlate for Visual Tracking

NASA Astrophysics Data System (ADS)

Gundogdu, Erhan; Alatan, A. Aydin

2018-05-01

During the recent years, correlation filters have shown dominant and spectacular results for visual object tracking. The types of the features that are employed in these family of trackers significantly affect the performance of visual tracking. The ultimate goal is to utilize robust features invariant to any kind of appearance change of the object, while predicting the object location as properly as in the case of no appearance change. As the deep learning based methods have emerged, the study of learning features for specific tasks has accelerated. For instance, discriminative visual tracking methods based on deep architectures have been studied with promising performance. Nevertheless, correlation filter based (CFB) trackers confine themselves to use the pre-trained networks which are trained for object classification problem. To this end, in this manuscript the problem of learning deep fully convolutional features for the CFB visual tracking is formulated. In order to learn the proposed model, a novel and efficient backpropagation algorithm is presented based on the loss function of the network. The proposed learning framework enables the network model to be flexible for a custom design. Moreover, it alleviates the dependency on the network trained for classification. Extensive performance analysis shows the efficacy of the proposed custom design in the CFB tracking framework. By fine-tuning the convolutional parts of a state-of-the-art network and integrating this model to a CFB tracker, which is the top performing one of VOT2016, 18% increase is achieved in terms of expected average overlap, and tracking failures are decreased by 25%, while maintaining the superiority over the state-of-the-art methods in OTB-2013 and OTB-2015 tracking datasets.

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

Code of Federal Regulations, 2012 CFR

2012-01-01

... performance against the best in business. This effort to “put people first” was an important step. It was... Office of Science and Technology Policy shall assist and support agencies in developing customer service...

Agent-Customized Training for Human Learning Performance Enhancement

ERIC Educational Resources Information Center

Blake, M. Brian; Butcher-Green, Jerome D.

2009-01-01

Training individuals from diverse backgrounds and in changing environments requires customized training approaches that align with the individual learning styles and ever-evolving organizational needs. Scaffolding is a well-established instructional approach that facilitates learning by incrementally removing training aids as the learner…

7 CFR 1767.28 - Customer accounts expenses.

Code of Federal Regulations, 2010 CFR

2010-01-01

... performed by meter readers and the work represents a minor activity incidental to regular meter reading... funds or to insurance companies for pension purposes. 2. Group and life insurance premiums (credit... used, and expenses incurred in work on customer applications, contracts, orders, credit investigations...

Comparison of fit accuracy and torque maintenance of zirconia and titanium abutments for internal tri-channel and external-hex implant connections.

PubMed

Siadat, Hakimeh; Beyabanaki, Elaheh; Mousavi, Niloufar; Alikhasi, Marzieh

2017-08-01

This in vitro study aimed to evaluate the effect of implant connection design (external vs. internal) on the fit discrepancy and torque loss of zirconia and titanium abutments. Two regular platform dental implants, one with external connection (Brånemark, Nobel Biocare AB) and the other with internal connection (Noble Replace, Nobel Biocare AB), were selected. Seven titanium and seven customized zirconia abutments were used for each connection design. Measurements of geometry, marginal discrepancy, and rotational freedom were done using video measuring machine. To measure the torque loss, each abutment was torqued to 35 Ncm and then opened by means of a digital torque wrench. Data were analyzed with two-way ANOVA and t-test at α=0.05 of significance. There were significant differences in the geometrical measurements and rotational freedom between abutments of two connection groups ( P <.001). Also, the results showed significant differences between titanium abutments of internal and external connection implants in terms of rotational freedom ( P <.001). Not only customized internal abutments but also customized external abutments did not have the exact geometry of prefabricated abutments ( P <.001). However, neither connection type ( P =.15) nor abutment material ( P =.38) affected torque loss. Abutments with internal connection showed less rotational freedom. However, better marginal fit was observed in externally connected abutments. Also, customized abutments with either connection could not duplicate the exact geometry of their corresponding prefabricated abutment. However, neither abutment connection nor material affected torque loss values.

Enhanced Product Generation at NASA Data Centers Through Grid Technology

NASA Technical Reports Server (NTRS)

Barkstrom, Bruce R.; Hinke, Thomas H.; Gavali, Shradha; Seufzer, William J.

2003-01-01

This paper describes how grid technology can support the ability of NASA data centers to provide customized data products. A combination of grid technology and commodity processors are proposed to provide the bandwidth necessary to perform customized processing of data, with customized data subsetting providing the initial example. This customized subsetting engine can be used to support a new type of subsetting, called phenomena-based subsetting, where data is subsetted based on its association with some phenomena, such as mesoscale convective systems or hurricanes. This concept is expanded to allow the phenomena to be detected in one type of data, with the subsetting requirements transmitted to the subsetting engine to subset a different type of data. The subsetting requirements are generated by a data mining system and transmitted to the subsetter in the form of an XML feature index that describes the spatial and temporal extent of the phenomena. For this work, a grid-based mining system called the Grid Miner is used to identify the phenomena and generate the feature index. This paper discusses the value of grid technology in facilitating the development of a high performance customized product processing and the coupling of a grid mining system to support phenomena-based subsetting.

The impact of the distance-dependent promotional effect on the promotion cost sharing decision

NASA Astrophysics Data System (ADS)

Sheen, Gwo-Ji; Wang, Shih-Yen; Yeh, Yingchieh

2016-02-01

This paper considers the promotion cost sharing decision between a supplier and a retailer. The customer demand is affected by both national and local promotional effects while the local promotional effect on a customer is dependent on the distance between the retailer and this customer. We propose a continuous approximation approach to modelling the sum of the customer demand in the whole market area served by the retailer. A model is provided to help managers decide on the retail price, the local advertising expenditure, the national advertising expenditure, and the supplier participation rate, with consideration of the influence of distance on the promotional effect. We also find that the supplier's promotion cost sharing rate increases as the market size increases or the influence of distance on the promotional effect decreases. A numerical example is given to show that the nature of distance-dependent promotional effect has a significant impact on the decisions and profits.

Secondary systemic amyloidosis

MedlinePlus

... the disease affects the entire body. Causes The exact cause of amyloidosis is unknown. You are more ... must be authorized in writing by ADAM Health Solutions. About MedlinePlus Site Map FAQs Customer Support Get ...

Customized Body Mapping to Facilitate the Ergonomic Design of Sportswear.

PubMed

Cao, Mingliang; Li, Yi; Guo, Yueping; Yao, Lei; Pan, Zhigeng

2016-01-01

A successful high-performance sportswear design that considers human factors should result in a significant increase in thermal comfort and reduce energy loss. The authors describe a body-mapping approach that facilitates the effective ergonomic design of sportswear. Their general framework can be customized based on the functional requirements of various sports and sportswear, the desired combination and selection of mapping areas for the human body, and customized quantitative data distribution of target physiological indicators.

A Study of Novice Systems Analysis Problem Solving Behaviors Using Protocol Analysis

DTIC Science & Technology

1992-09-01

conducted. Each subject was given the same task to perform. The task involved a case study (Appendix B) of a utility company’s customer order processing system...behavior (Ramesh, 1989). The task was to design a customer order processing system that utilized a centralized telephone answering service center...of the utility company’s customer order processing system that was developed based on information obtained by a large systems consulting firm during

[Analysis of on-call consultations with clinical pathologists--identification of customer's satisfaction].

PubMed

Yanai, M

2000-09-01

One aspect whereby effectiveness of clinical pathologists can be measured is customer service and satisfaction. Clinical pathologist should identify their customers, their processes and procedures to meet these needs to the customer's satisfaction. To identify customer's satisfaction, the records of on-call consultations with clinical pathologists were analyzed. Between January 1996 and December 1998, 1327 consultations were recorded, 40% of which were consultations from physicians, 50% from medical technologists. Physicians requested interpretation of laboratory data obtained, and clinical knowledge mainly concerning the microbiology and hematology during office hours. On holidays, physicians needed help performing emergency tests such as Gram stain and Wright-Giemsa stain. During office hours, medical technologists requested clinical information concerning patients in whom unreasonable data would be reported and the contact to the clinical side. Furthermore, technologists inquired about the methodology of laboratory tests during day duty on holidays. These results indicated that the clinical pathologist in our hospital could satisfy the customer(physicians and medical technologists), by providing 1) a wide range of clinical knowledge concerning not only the laboratory medicine but clinical medicine including therapeutics, 2) capability of performing emergency tests such as Gram stain and Wright-Giemsa stain, and 3) capability of interpreting the results obtained. Although these would not be adopted in every hospital, every clinical pathologist should examine his role in the hospital.

Social customer relationship management: taking advantage of Web 2.0 and Big Data technologies.

PubMed

Orenga-Roglá, Sergio; Chalmeta, Ricardo

2016-01-01

The emergence of Web 2.0 and Big Data technologies has allowed a new customer relationship strategy based on interactivity and collaboration called Social Customer Relationship Management (Social CRM) to be created. This enhances customer engagement and satisfaction. The implementation of Social CRM is a complex task that involves different organisational, human and technological aspects. However, there is a lack of methodologies to assist companies in these processes. This paper shows a novel methodology that helps companies to implement Social CRM, taking into account different aspects such as social customer strategy, the Social CRM performance measurement system, the Social CRM business processes, or the Social CRM computer system. The methodology was applied to one company in order to validate and refine it.

Video-CRM: understanding customer behaviors in stores

NASA Astrophysics Data System (ADS)

Haritaoglu, Ismail; Flickner, Myron; Beymer, David

2013-03-01

This paper describes two real-time computer vision systems created 10 years ago that detect and track people in stores to obtain insights of customer behavior while shopping. The first system uses a single color camera to identify shopping groups in the checkout line. Shopping groups are identified by analyzing the inter-body distances coupled with the cashier's activities to detect checkout transactions start and end times. The second system uses multiple overhead narrow-baseline stereo cameras to detect and track people, their body posture and parts to understand customer interactions with products such as "customer picking a product from a shelf". In pilot studies both systems demonstrated real-time performance and sufficient accuracy to enable more detailed understanding of customer behavior and extract actionable real-time retail analytics.

Bringing customers into the boardroom.

PubMed

McGovern, Gail J; Court, David; Quelch, John A; Crawford, Blair

2004-11-01

Misguided marketing strategies have destroyed more shareholder value than shoddy accounting or shady fiscal practices. Yet marketing functions typically reside deep in the organization, far from the executive suite and boardroom, and they are often poorly aligned with corporate strategy. Boards of directors, it would seem, have compelling reasons to monitor their companies' marketing activities. The authors argue that boards lack a clear understanding of how their companies are meeting customers' needs and how their marketing strategies drive (or often fail to drive) top-line growth. To help remedy that problem, they've devised a "marketing dashboard," a series of management reports that could give the board this critical knowledge. The dashboard has three parts, each of which the board should review regularly. The first part tracks the company's main business drivers--those business conditions that, when manipulated or otherwise changed, will directly and predictably affect the company's performance. The second part describes the specific innovations in a pipeline of growth ideas that will allow the company to reach its short- and long-term revenue goals. And the third part provides an overview of the company's marketing skill set so the board can determine not only if the company has enough marketing talent but also if it has the right marketing talent. Unlike isolated measures of marketing performance that are often insufficient, irrelevant, or misleading, the dashboard allows the board to quickly and routinely assess the effectiveness of its company's marketing strategies. Armed with a clear understanding of marketing's role and performance, the board can expose inadequate marketing campaigns, direct management to address the problem, and monitor progress.

To empower or not to empower your sales force? An empirical examination of the influence of leadership empowerment behavior on customer satisfaction and performance.

PubMed

Ahearne, Michael; Mathieu, John; Rapp, Adam

2005-09-01

This research focuses on the impact of leadership empowerment behavior (LEB) on customer service satisfaction and sales performance, as mediated by salespeople's self-efficacy and adaptability. Moreover, the authors propose an interactive relationship whereby LEB will be differentially effective as a function of employees' empowerment readiness. The authors' hypotheses are tested using survey data from a sample of 231 salespeople in the pharmaceutical field, along with external ratings of satisfaction from 864 customers and archival sales performance information. Results indicated that contrary to popular belief, employees with low levels of product/industry knowledge and low experience benefit the most from leadership behaviors that are empowering, whereas high-knowledge and experienced employees reap no clear benefit. The authors conclude with directions for future research and application. Copyright 2005 APA, all rights reserved.

Thermal performance of a customized multilayer insulation (MLI)

NASA Technical Reports Server (NTRS)

Leonhard, K. E.

1976-01-01

The thermal performance of a LH2 tank on a shroudless vehicle was investigated. The 1.52 m (60 in) tank was insulated with 2 MLI blankets consisting of 18 double aluminized Mylar radiation shields and 19 silk net spacers. The temperature of outer space was simulated by using a cryoshroud which was maintained at near liquid hydrogen temperature. The heating effects of a payload were simulated by utilizing a thermal payload simulator (TPS) viewing the tank. The test program consisted of three major test categories: (1) null testing, (2) thermal performance testing of the tank installed MLI system, and (3) thermal testing of a customized MLI configuration. TPS surface temperatures during the null test were maintained at near hydrogen temperature and during test categories 2 and 3 at 289 K (520R). The heat flow rate through the tank installed MLI at a tank/TPS spacing of 0.457 m was 1.204 watts with no MLI on the TPS and 0.059 watts through the customized MLI with three blankets on the TPS. Reducing the tank/TPS spacing from 0.457 m to 0.152 m the heat flow through the customized MLI increased by 10 percent.

Application of the Health Belief Model to customers' use of menu labels in restaurants.

PubMed

Jeong, Jin-Yi; Ham, Sunny

2018-04-01

Some countries require the provision of menu labels on restaurant menus to fight the increasing prevalence of obesity and related chronic diseases. This study views customers' use of menu labels as a preventive health behavior and applies the Health Belief Model (HBM) with the aim of determining the health belief factors that influence customers' use of menu labels. A self-administered survey was distributed for data collection. Responses were collected from 335 restaurant customers who experienced menu labels in restaurants within three months prior to the survey. The results of a structural equation model showed that all the HBM variables (perceived threats, perceived benefits, and perceived barriers of using menu labels) positively affected the customers' use of menu labels. Perceived threats were influenced by cues to action and cues to action had an indirect influence on menu label use through perceived threats. In conclusion, health beliefs were good predictors of menu label use on restaurant menus. This study validated the application of the HBM to menu labeling in restaurants, and its findings could offer guidelines for the industry and government in developing strategies to expand the use of menu labels among the public. Copyright © 2017 Elsevier Ltd. All rights reserved.

Creating a comprehensive customer service program to help convey critical and acute results of radiology studies.

PubMed

Towbin, Alexander J; Hall, Seth; Moskovitz, Jay; Johnson, Neil D; Donnelly, Lane F

2011-01-01

Communication of acute or critical results between the radiology department and referring clinicians has been a deficiency of many radiology departments. The failure to perform or document these communications can lead to poor patient care, patient safety issues, medical-legal issues, and complaints from referring clinicians. To mitigate these factors, a communication and documentation tool was created and incorporated into our departmental customer service program. This article will describe the implementation of a comprehensive customer service program in a hospital-based radiology department. A comprehensive customer service program was created in the radiology department. Customer service representatives were hired to answer the telephone calls to the radiology reading rooms and to help convey radiology results. The radiologists, referring clinicians, and customer service representatives were then linked via a novel workflow management system. This workflow management system provided tools to help facilitate the communication needs of each group. The number of studies with results conveyed was recorded from the implementation of the workflow management system. Between the implementation of the workflow management system on August 1, 2005, and June 1, 2009, 116,844 radiology results were conveyed to the referring clinicians and documented in the system. This accounts for more than 14% of the 828,516 radiology cases performed in this time frame. We have been successful in creating a comprehensive customer service program to convey and document communication of radiology results. This program has been widely used by the ordering clinicians as well as radiologists since its inception.

29 CFR 779.306 - Leased departments not separate establishments.

Code of Federal Regulations, 2010 CFR

2010-07-01

..., determines the pricing policy, bills the customers, passes on customers' credit, receives payments due, handles complaints, determines the personnel policies, and performs other functions as well. In such... LABOR STATEMENTS OF GENERAL POLICY OR INTERPRETATION NOT DIRECTLY RELATED TO REGULATIONS THE FAIR LABOR...

76 FR 9808 - U.S. Customs and Border Protection Accreditation and Approval of Saybolt LP, as a Commercial...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-02-22

... perform may be directed to the U.S. Customs and Border Protection by calling (202) 344-1060. The inquiry..., Washington, DC 20229, 202-344- 1060. Dated: February 10, 2011. Ira S. Reese, Executive Director, Laboratories...

Customer Satisfaction with Training Programs.

ERIC Educational Resources Information Center

Mulder, Martin

2001-01-01

A model for evaluating customer satisfaction with training programs was tested with training purchasers. The model confirmed two types of projects: training aimed at achieving learning results and at changing job performance. The model did not fit for training intended to support organizational change. (Contains 31 references.) (SK)

Making stronger causal inferences: Accounting for selection bias in associations between high performance work systems, leadership, and employee and customer satisfaction.

PubMed

Schmidt, Joseph A; Pohler, Dionne M

2018-05-17

We develop competing hypotheses about the relationship between high performance work systems (HPWS) with employee and customer satisfaction. Drawing on 8 years of employee and customer survey data from a financial services firm, we used a recently developed empirical technique-covariate balanced propensity score (CBPS) weighting-to examine if the proposed relationships between HPWS and satisfaction outcomes can be explained by reverse causality, selection effects, or commonly omitted variables such as leadership behavior. The results provide support for leader behaviors as a primary driver of customer satisfaction, rather than HPWS, and also suggest that the problem of reverse causality requires additional attention in future human resource (HR) systems research. Model comparisons suggest that the estimates and conclusions vary across CBPS, meta-analytic, cross-sectional, and time-lagged models (with and without a lagged dependent variable as a control). We highlight the theoretical and methodological implications of the findings for HR systems research. (PsycINFO Database Record (c) 2018 APA, all rights reserved).

Zygomatico-maxillary Reconstruction with Computer-aided Manufacturing of a Free DCIA Osseous Flap and Intraoral Anastomoses.

PubMed

Roy, Andrée-Anne; Efanov, Johnny I; Mercier-Couture, Geneviève; Chollet, André; Borsuk, Daniel E

2017-02-01

Craniomaxillofacial reconstruction using virtual surgical planning, computer-aided manufacturing, and new microsurgical techniques optimizes patient-specific and defect-directed reconstruction. A 3D customized free deep circumflex iliac artery (DCIA) flap with intraoral anastomoses was performed on a 23-year-old man with a posttraumatic right zygomatico-maxillary defect with failure of alloplastic implant reconstruction. An osseous iliac crest flap was sculpted based on a customized 3D model of the mirror image of the patient's unaffected side to allow for perfect fit to the zygomatico-maxillary defect. An intraoral dissection of the facial artery and vein was performed within the right cheek mucosa and allowed for end-to-end microvascular anastomoses. 3D preoperative planning and customized free DCIA osseous flap combined with an intraoral microsurgical technique provided restoration of facial esthetics and function without visible scars. In cases where zygomatico-malar reconstruction by alloplastic material fails, a customized free DCIA osseous flap can be designed by virtual surgical planning to restore facial appearance and function.

Mining Rare Events Data for Assessing Customer Attrition Risk

NASA Astrophysics Data System (ADS)

Au, Tom; Chin, Meei-Ling Ivy; Ma, Guangqin

Customer attrition refers to the phenomenon whereby a customer leaves a service provider. As competition intensifies, preventing customers from leaving is a major challenge to many businesses such as telecom service providers. Research has shown that retaining existing customers is more profitable than acquiring new customers due primarily to savings on acquisition costs, the higher volume of service consumption, and customer referrals. For a large enterprise, its customer base consists of tens of millions service subscribers, more often the events, such as switching to competitors or canceling services are large in absolute number, but rare in percentage, far less than 5%. Based on a simple random sample, popular statistical procedures, such as logistic regression, tree-based method and neural network, can sharply underestimate the probability of rare events, and often result a null model (no significant predictors). To improve efficiency and accuracy for event probability estimation, a case-based data collection technique is then considered. A case-based sample is formed by taking all available events and a small, but representative fraction of nonevents from a dataset of interest. In this article we showed a consistent prior correction method for events probability estimation and demonstrated the performance of the above data collection techniques in predicting customer attrition with actual telecommunications data.

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

PubMed

Chung, Namho; Kwon, Soon Jae

2009-10-01

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

Does employee safety influence customer satisfaction? Evidence from the electric utility industry.

PubMed

Willis, P Geoffrey; Brown, Karen A; Prussia, Gregory E

2012-12-01

Research on workplace safety has not examined implications for business performance outcomes such as customer satisfaction. In a U.S. electric utility company, we surveyed 821 employees in 20 work groups, and also had access to archival safety data and the results of a customer satisfaction survey (n=341). In geographically-based work units where there were more employee injuries (based on archival records), customers were less satisfied with the service they received. Safety climate, mediated by safety citizenship behaviors (SCBs), added to the predictive power of the group-level model, but these two constructs exerted their influence independently from actual injuries. In combination, two safety-related predictor paths (injuries and climate/SCB) explained 53% of the variance in customer satisfaction. Results offer preliminary evidence that workplace safety influences customer satisfaction, suggesting that there are likely spillover effects between the safety environment and the service environment. Additional research will be needed to assess the specific mechanisms that convert employee injuries into palpable results for customers. Better safety climate and reductions in employee injuries have the potential to offer payoffs in terms of what customers experience. Copyright © 2012 National Safety Council and Elsevier Ltd. All rights reserved.

Using shadow page cache to improve isolated drivers performance.

PubMed

Zheng, Hao; Dong, Xiaoshe; Wang, Endong; Chen, Baoke; Zhu, Zhengdong; Liu, Chengzhe

2015-01-01

With the advantage of the reusability property of the virtualization technology, users can reuse various types and versions of existing operating systems and drivers in a virtual machine, so as to customize their application environment. In order to prevent users' virtualization environments being impacted by driver faults in virtual machine, Chariot examines the correctness of driver's write operations by the method of combining a driver's write operation capture and a driver's private access control table. However, this method needs to keep the write permission of shadow page table as read-only, so as to capture isolated driver's write operations through page faults, which adversely affect the performance of the driver. Based on delaying setting frequently used shadow pages' write permissions to read-only, this paper proposes an algorithm using shadow page cache to improve the performance of isolated drivers and carefully study the relationship between the performance of drivers and the size of shadow page cache. Experimental results show that, through the shadow page cache, the performance of isolated drivers can be greatly improved without impacting Chariot's reliability too much.

Using Shadow Page Cache to Improve Isolated Drivers Performance

PubMed Central

Dong, Xiaoshe; Wang, Endong; Chen, Baoke; Zhu, Zhengdong; Liu, Chengzhe

2015-01-01

With the advantage of the reusability property of the virtualization technology, users can reuse various types and versions of existing operating systems and drivers in a virtual machine, so as to customize their application environment. In order to prevent users' virtualization environments being impacted by driver faults in virtual machine, Chariot examines the correctness of driver's write operations by the method of combining a driver's write operation capture and a driver's private access control table. However, this method needs to keep the write permission of shadow page table as read-only, so as to capture isolated driver's write operations through page faults, which adversely affect the performance of the driver. Based on delaying setting frequently used shadow pages' write permissions to read-only, this paper proposes an algorithm using shadow page cache to improve the performance of isolated drivers and carefully study the relationship between the performance of drivers and the size of shadow page cache. Experimental results show that, through the shadow page cache, the performance of isolated drivers can be greatly improved without impacting Chariot's reliability too much. PMID:25815373

Outsourcing in private healthcare organisations: a Greek perspective.

PubMed

Moschuris, Socrates J; Kondylis, Michael N

2007-01-01

The purpose of this paper is to present a study carried out to investigate the extent of outsourcing, the decision-making process, the impact of outsourcing, and the future trend of outsourcing in private healthcare organisations in Greece. A survey instrument was designed and mailed to a random sample of 100 private healthcare organisations in Greece. A total of 25 usable questionnaires were received, representing a response rate of 25 percent. The survey instrument focused on the extent to which private healthcare organisations outsource services, the decision-making process for choosing an external service provider, the impact of outsourcing, and the future trend of outsourcing. Private healthcare organisations in Greece outsource a variety of activities. Cost savings, customisation, and customer satisfaction are the main factors affecting the outsourcing decision. The cooperation with a contract service provider has led to an improvement in customer satisfaction and to a cost reduction. Most users are highly satisfied with the performance of these companies and believe that there will be a future increase in the usage of these services. The paper provides a framework regarding outsourcing in private healthcare organisations. This research fills the gap in the area of outsourcing in private healthcare organisations in Greece.

Bottom-feeding for blockbuster businesses.

PubMed

Rosenblum, David; Tomlinson, Doug; Scott, Larry

2003-03-01

Marketing experts tell companies to analyze their customer portfolios and weed out buyer segments that don't generate attractive returns. Loyalty experts stress the need to aim retention programs at "good" customers--profitable ones- and encourage the "bad" ones to buy from competitors. And customer-relationship-management software provides ever more sophisticated ways to identify and eliminate poorly performing customers. On the surface, the movement to banish unprofitable customers seems reasonable. But writing off a customer relationship simply because it is currently unprofitable is at best rash and at worst counterproductive. Executives shouldn't be asking themselves, How can we shun unprofitable customers? They need to ask, How can we make money off the customers that everyone else is shunning? When you look at apparently unattractive segments through this lens, you often see opportunities to serve those segments in ways that fundamentally change customer economics. Consider Paychex, a payroll-processing company that built a nearly billion-dollar business by serving small companies. Established players had ignored these customers on the assumption that small companies couldn't afford the service. When founder Tom Golisano couldn't convince his bosses at Electronic Accounting Systems that they were missing a major opportunity, he started a company that now serves 390,000 U.S. customers, each employing around 14 people. In this article, the authors look closely at bottom-feeders--companies that assessed the needs of supposedly unattractive customers and redesigned their business models to turn a profit by fulfilling those needs. And they offer lessons other executives can use to do the same.

Comparative incidences of decompression illness in repetitive, staged, mixed-gas decompression diving: is 'dive fitness' an influencing factor?

PubMed

Sayer, Martin Dj; Akroyd, Jim; Williams, Guy D

2008-06-01

Wreck diving at Bikini Atoll consists of a relatively standard series of decompression dives with maximum depths in the region of 45-55 metres' sea water (msw). In a typical week of diving at Bikini, divers can perform up to 12 decompression dives to these depths over seven days; on five of those days, divers can perform two decompression dives per day. All the dives employ multi-level, staged decompression schedules using air and surface-supplied nitrox containing 80% oxygen. Bikini is serviced by a single diving operator and so a relatively precise record exists both of the actual number of dives undertaken and of the decompression illness incidents both for customer divers and the dive guides. The dive guides follow exactly the dive profiles and decompression schedules of the customers. Each dive guide will perform nearly 400 decompression dives a year, with maximum depths mostly around 50 msw, compared with an average of 10 (maximum of 12) undertaken typically by each customer diver in a week. The incidence of decompression illness for the customer population (presumed in the absence of medical records) is over ten times higher than that for the dive guides. The physiological reasons for such a marked difference are discussed in terms of customer demographics and dive-guide acclimatization to repetitive decompression stress. The rates of decompression illness for a range of diving populations are reviewed.

Agile

NASA Technical Reports Server (NTRS)

Trimble, Jay Phillip

2013-01-01

This is based on a previous talk on agile development. Methods for delivering software on a short cycle are described, including interactions with the customer, the affect on the team, and how to be more effective, streamlined and efficient.

Patch testing custom isocyanate materials from the workplace.

PubMed

Burrows, Dianne; Houle, Marie-Claude; Holness, D Linn; DeKoven, Joel; Skotnicki, Sandy

2015-01-01

Patch testing with standard trays of commercially available allergens is the current practice for investigating suspected cases of isocyanate-induced allergic contact dermatitis (ACD). In some facilities, these standard trays are further supplemented with custom preparations of isocyanate-containing materials. The aim was to determine whether added value exists in patch testing patients to custom isocyanate preparations in suspected cases of ACD. We performed a retrospective analysis of 11 patients referred to our specialty clinic between January 2003 and March 2011 for suspected patients of ACD who had custom testing with isocyanate materials from their workplace. In addition to standard trays of allergens, all patients were patch tested with custom isocyanate materials from their workplaces. Three (27%) of 11 patients showed an added value in testing to custom isocyanate allergens. Of these 3 patients, one had a reaction that reinforced positive reactions to the standard isocyanate tray, but the other 2 (18%) had no reactions to any of the commercially available allergens. Because of the high proportion of reactions (27%), we recommend the use of custom testing to workplace isocyanate products as a supplement to current standard patch testing procedures.

Harm to Those Who Serve: Effects of Direct and Vicarious Customer-Initiated Workplace Aggression.

PubMed

Dupré, Kathryne E; Dawe, Kimberly-Anne; Barling, Julian

2014-09-01

While there is a large body of research on the effects of being a direct target of workplace aggression, there is far less research on the vicarious experience of aggression at work, despite the fact that more people experience workplace aggression vicariously (i.e., observe it or hear about it) than they do directly. In this study, we develop and test a model of the effects of direct and vicarious exposure to aggression that is directed at employees by customers. Structural equation modeling provided support for the proposed model, in which direct and vicarious workplace aggression influences the perceived risk of future workplace aggression, which in turn affects organizational attachment (affective commitment and turnover intentions) and individual well-being (psychological and physical). Conceptual research and policy implications are discussed. © The Author(s) 2014.

An integrated CAD/CAM/robotic milling method for custom cementless femoral prostheses.

PubMed

Wen-ming, Xi; Ai-min, Wang; Qi, Wu; Chang-hua, Liu; Jian-fei, Zhu; Fang-fang, Xia

2015-09-01

Aseptic loosening is the primary cause of cementless femoral prosthesis failure and is related to the primary stability of the cementless femoral prosthesis in the femoral cavity. The primary stability affects both the osseointegration and the long-term stability of cementless femoral prostheses. A custom cementless femoral prosthesis can improve the fit and fill of the prosthesis in the femoral cavity and decrease the micromotion of the proximal prosthesis such that the primary stability of the custom prosthesis can be improved, and osseointegration of the proximal prosthesis is achieved. These results will help to achieve long-term stability in total hip arthroplasty (THA). In this paper, we introduce an integrated CAD/CAM/robotic method of milling custom cementless femoral prostheses. The 3D reconstruction model uses femoral CT images and 3D design software to design a CAD model of the custom prosthesis. After the transformation matrices between two units of the robotic system are calibrated, consistency between the CAM software and the robotic system can be achieved, and errors in the robotic milling can be limited. According to the CAD model of the custom prosthesis, the positions of the robotic tool points are produced by the CAM software of the CNC machine. The normal vector of the three adjacent robotic tool point positions determines the pose of the robotic tool point. In conclusion, the fit rate of custom pig femur stems in the femoral cavities was 90.84%. After custom femoral prostheses were inserted into the femoral cavities, the maximum gaps between the prostheses and the cavities measured less than 1 mm at the diaphysis and 1.3 mm at the metaphysis. Copyright © 2015 IPEM. Published by Elsevier Ltd. All rights reserved.

19 CFR 146.26 - System review.

Code of Federal Regulations, 2011 CFR

2011-04-01

... 19 Customs Duties 2 2011-04-01 2011-04-01 false System review. 146.26 Section 146.26 Customs... (CONTINUED) FOREIGN TRADE ZONES Inventory Control and Recordkeeping System § 146.26 System review. The operator shall perform an annual internal review of the inventory control and recordkeeping system and...

19 CFR 146.26 - System review.

Code of Federal Regulations, 2012 CFR

2012-04-01

... 19 Customs Duties 2 2012-04-01 2012-04-01 false System review. 146.26 Section 146.26 Customs... (CONTINUED) FOREIGN TRADE ZONES Inventory Control and Recordkeeping System § 146.26 System review. The operator shall perform an annual internal review of the inventory control and recordkeeping system and...

19 CFR 146.26 - System review.

Code of Federal Regulations, 2013 CFR

2013-04-01

... 19 Customs Duties 2 2013-04-01 2013-04-01 false System review. 146.26 Section 146.26 Customs... (CONTINUED) FOREIGN TRADE ZONES Inventory Control and Recordkeeping System § 146.26 System review. The operator shall perform an annual internal review of the inventory control and recordkeeping system and...

19 CFR 146.26 - System review.

Code of Federal Regulations, 2010 CFR

2010-04-01

... 19 Customs Duties 2 2010-04-01 2010-04-01 false System review. 146.26 Section 146.26 Customs... (CONTINUED) FOREIGN TRADE ZONES Inventory Control and Recordkeeping System § 146.26 System review. The operator shall perform an annual internal review of the inventory control and recordkeeping system and...

Bionic Design, Materials and Performance of Bone Tissue Scaffolds

PubMed Central

Wu, Tong; Yu, Suihuai; Chen, Dengkai; Wang, Yanen

2017-01-01

Design, materials, and performance are important factors in the research of bone tissue scaffolds. This work briefly describes the bone scaffolds and their anatomic structure, as well as their biological and mechanical characteristics. Furthermore, we reviewed the characteristics of metal materials, inorganic materials, organic polymer materials, and composite materials. The importance of the bionic design in preoperative diagnosis models and customized bone scaffolds was also discussed, addressing both the bionic structure design (macro and micro structure) and the bionic performance design (mechanical performance and biological performance). Materials and performance are the two main problems in the development of customized bone scaffolds. Bionic design is an effective way to solve these problems, which could improve the clinical application of bone scaffolds, by creating a balance between mechanical performance and biological performance. PMID:29039749

Bionic Design, Materials and Performance of Bone Tissue Scaffolds.

PubMed

Wu, Tong; Yu, Suihuai; Chen, Dengkai; Wang, Yanen

2017-10-17

Design, materials, and performance are important factors in the research of bone tissue scaffolds. This work briefly describes the bone scaffolds and their anatomic structure, as well as their biological and mechanical characteristics. Furthermore, we reviewed the characteristics of metal materials, inorganic materials, organic polymer materials, and composite materials. The importance of the bionic design in preoperative diagnosis models and customized bone scaffolds was also discussed, addressing both the bionic structure design (macro and micro structure) and the bionic performance design (mechanical performance and biological performance). Materials and performance are the two main problems in the development of customized bone scaffolds. Bionic design is an effective way to solve these problems, which could improve the clinical application of bone scaffolds, by creating a balance between mechanical performance and biological performance.

Comparison of custom versus COTS AMLCDs for military and avionic applications

NASA Astrophysics Data System (ADS)

Angelo, Van

1997-07-01

AMLCD's are currently the flat panel technology of choice for military systems and civil transport avionic applications, both new and retrofit. Historically, military and avionic displays have ben custom designed and have generally been specific to each application. Two recent developments have given display system designers a choice between a custom military/avionic solution or a ruggedized commercial off-the-shelf (COTS) implementation. The first development is the widespread availability of various consumer and automotive AMLCD panels at low prices. The second is the change in the policy of defense departments, notably the US Department of Defense, to procure COTS components instead of developing custom solutions. This paper assesses and analyzes the key differences in characteristics, performance and logistical supportability of military and avionic AMLCD's and presents the tradeoffs involved in making the optimum choice between custom and COTS.

Comparison of custom to standard TKA instrumentation with computed tomography.

PubMed

Ng, Vincent Y; Arnott, Lindsay; Li, Jia; Hopkins, Ronald; Lewis, Jamie; Sutphen, Sean; Nicholson, Lisa; Reader, Douglas; McShane, Michael A

2014-08-01

There is conflicting evidence whether custom instrumentation for total knee arthroplasty (TKA) improves component position compared to standard instrumentation. Studies have relied on long-limb radiographs limited to two-dimensional (2D) analysis and subjected to rotational inaccuracy. We used postoperative computed tomography (CT) to evaluate preoperative three-dimensional templating and CI to facilitate accurate and efficient implantation of TKA femoral and tibial components. We prospectively evaluated a single-surgeon cohort of 78 TKA patients (51 custom, 27 standard) with postoperative CT scans using 3D reconstruction and contour-matching technology to preoperative imaging. Component alignment was measured in coronal, sagittal and axial planes. Preoperative templating for custom instrumentation was 87 and 79 % accurate for femoral and tibial component size. All custom components were within 1 size except for the tibial component in one patient (2 sizes). Tourniquet time was 5 min longer for custom (30 min) than standard (25 min). In no case was custom instrumentation aborted in favour of standard instrumentation nor was original alignment of custom instrumentation required to be adjusted intraoperatively. There were more outliers greater than 2° from intended alignment with standard instrumentation than custom for both components in all three planes. Custom instrumentation was more accurate in component position for tibial coronal alignment (custom: 1.5° ± 1.2°; standard: 3° ± 1.9°; p = 0.0001) and both tibial (custom: 1.4° ± 1.1°; standard: 16.9° ± 6.8°; p < 0.0001) and femoral (custom: 1.2° ± 0.9°; standard: 3.1° ± 2.1°; p < 0.0001) rotational alignment, and was similar to standard instrumentation in other measurements. When evaluated with CT, custom instrumentation performs similar or better to standard instrumentation in component alignment and accurately templates component size. Tourniquet time was mildly increased for custom compared to standard.

17 CFR 230.169 - Exemption from sections 2(a)(10) and 5(c) of the Act for certain communications of regularly...

Code of Federal Regulations, 2010 CFR

2010-04-01

.... Reliance on this section does not affect the availability of any other exemption or exclusion from the... factual business information will not be affected by another release or dissemination of a communication... by persons, such as customers and suppliers, other than in their capacities as investors or potential...

Instrument for Real-Time Digital Nucleic Acid Amplification on Custom Microfluidic Devices

PubMed Central

Selck, David A.

2016-01-01

Nucleic acid amplification tests that are coupled with a digital readout enable the absolute quantification of single molecules, even at ultralow concentrations. Digital methods are robust, versatile and compatible with many amplification chemistries including isothermal amplification, making them particularly invaluable to assays that require sensitive detection, such as the quantification of viral load in occult infections or detection of sparse amounts of DNA from forensic samples. A number of microfluidic platforms are being developed for carrying out digital amplification. However, the mechanistic investigation and optimization of digital assays has been limited by the lack of real-time kinetic information about which factors affect the digital efficiency and analytical sensitivity of a reaction. Commercially available instruments that are capable of tracking digital reactions in real-time are restricted to only a small number of device types and sample-preparation strategies. Thus, most researchers who wish to develop, study, or optimize digital assays rely on the rate of the amplification reaction when performed in a bulk experiment, which is now recognized as an unreliable predictor of digital efficiency. To expand our ability to study how digital reactions proceed in real-time and enable us to optimize both the digital efficiency and analytical sensitivity of digital assays, we built a custom large-format digital real-time amplification instrument that can accommodate a wide variety of devices, amplification chemistries and sample-handling conditions. Herein, we validate this instrument, we provide detailed schematics that will enable others to build their own custom instruments, and we include a complete custom software suite to collect and analyze the data retrieved from the instrument. We believe assay optimizations enabled by this instrument will improve the current limits of nucleic acid detection and quantification, improving our fundamental understanding of single-molecule reactions and providing advancements in practical applications such as medical diagnostics, forensics and environmental sampling. PMID:27760148

Biomedical innovation in the era of health care spending constraints.

PubMed

Robinson, James C

2015-02-01

Insurers, hospitals, physicians, and consumers are increasingly weighing price against performance in their decisions to purchase and use new drugs, devices, and other medical technologies. This approach will tend to affect biomedical innovation adversely by reducing the revenues available for research and development. However, a more constrained funding environment may also have positive impacts. The passing era of largely cost-unconscious demand fostered the development of incremental innovations priced at premium levels. The new constrained-funding era will require medical technology firms to design their products with the features most valued by payers and patients, price them at levels justified by clinical performance, and manage distribution through organizations rather than to individual physicians. The emerging era has the potential to increase the social value of innovation by focusing industry on design, pricing, and distribution principles that are more closely aligned with the preferences-and pocketbooks-of its customers. Project HOPE—The People-to-People Health Foundation, Inc.

The effect of proposed software products' features on the satisfaction and dissatisfaction of potential customers

NASA Astrophysics Data System (ADS)

Hussain, Azham; Mkpojiogu, Emmanuel O. C.; Yusof, Muhammad Mat

2016-08-01

This paper reports the effect of proposed software products features on the satisfaction and dissatisfaction of potential customers of proposed software products. Kano model's functional and dysfunctional technique was used along with Berger et al.'s customer satisfaction coefficients. The result shows that only two features performed the most in influencing the satisfaction and dissatisfaction of would-be customers of the proposed software product. Attractive and one-dimensional features had the highest impact on the satisfaction and dissatisfaction of customers. This result will benefit requirements analysts, developers, designers, projects and sales managers in preparing for proposed products. Additional analysis showed that the Kano model's satisfaction and dissatisfaction scores were highly related to the Park et al.'s average satisfaction coefficient (r=96%), implying that these variables can be used interchangeably or in place of one another to elicit customer satisfaction. Furthermore, average satisfaction coefficients and satisfaction and dissatisfaction indexes were all positively and linearly correlated.

Mapping High Dimensional Sparse Customer Requirements into Product Configurations

NASA Astrophysics Data System (ADS)

Jiao, Yao; Yang, Yu; Zhang, Hongshan

2017-10-01

Mapping customer requirements into product configurations is a crucial step for product design, while, customers express their needs ambiguously and locally due to the lack of domain knowledge. Thus the data mining process of customer requirements might result in fragmental information with high dimensional sparsity, leading the mapping procedure risk uncertainty and complexity. The Expert Judgment is widely applied against that background since there is no formal requirements for systematic or structural data. However, there are concerns on the repeatability and bias for Expert Judgment. In this study, an integrated method by adjusted Local Linear Embedding (LLE) and Naïve Bayes (NB) classifier is proposed to map high dimensional sparse customer requirements to product configurations. The integrated method adjusts classical LLE to preprocess high dimensional sparse dataset to satisfy the prerequisite of NB for classifying different customer requirements to corresponding product configurations. Compared with Expert Judgment, the adjusted LLE with NB performs much better in a real-world Tablet PC design case both in accuracy and robustness.

Product manufacturing, quality, and reliability initiatives to maintain a competitive advantage and meet customer expectations in the semiconductor industry

NASA Astrophysics Data System (ADS)

Capps, Gregory

Semiconductor products are manufactured and consumed across the world. The semiconductor industry is constantly striving to manufacture products with greater performance, improved efficiency, less energy consumption, smaller feature sizes, thinner gate oxides, and faster speeds. Customers have pushed towards zero defects and require a more reliable, higher quality product than ever before. Manufacturers are required to improve yields, reduce operating costs, and increase revenue to maintain a competitive advantage. Opportunities exist for integrated circuit (IC) customers and manufacturers to work together and independently to reduce costs, eliminate waste, reduce defects, reduce warranty returns, and improve quality. This project focuses on electrical over-stress (EOS) and re-test okay (RTOK), two top failure return mechanisms, which both make great defect reduction opportunities in customer-manufacturer relationship. Proactive continuous improvement initiatives and methodologies are addressed with emphasis on product life cycle, manufacturing processes, test, statistical process control (SPC), industry best practices, customer education, and customer-manufacturer interaction.

Customer service: moving from slogan to point of differentiation.

PubMed

Thies, S

1999-01-01

To make its commitment to customer-centered care real, Dean Medical Center interviewed patients and created a "Vital Signs" scorecard. Performance is now measured according to those key areas specified by patients. Face-to-face communication from upper management to all employees and employee training has facilitated the program.

77 FR 26776 - Agency Information Collection Activities: Declaration of Persons Who Performed Repairs or...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-05-07

... DEPARTMENT OF HOMELAND SECURITY U.S. Customs and Border Protection Agency Information Collection... Protection, Department of Homeland Security. ACTION: 30-Day notice and request for comments; Extension of an existing information collection. SUMMARY: U.S. Customs and Border Protection (CBP) of the Department of...

77 FR 61473 - Proposed Collection; Comment Request for Voluntary Customer Surveys To Implement E.O. 12862...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-10-09

... Voluntary Customer Surveys To Implement E.O. 12862 Coordinated by the Corporate Planning and Performance... required by the Paperwork Reduction Act of 1995, Public Law 104-13 (44 U.S.C. 3506(c)(2)(A)). Currently... Coordinated by [[Page 61474

39 CFR 3055.91 - Consumer access to postal services.

Code of Federal Regulations, 2011 CFR

2011-07-01

... 39 Postal Service 1 2011-07-01 2011-07-01 false Consumer access to postal services. 3055.91 Section 3055.91 Postal Service POSTAL REGULATORY COMMISSION PERSONNEL SERVICE PERFORMANCE AND CUSTOMER SATISFACTION REPORTING Reporting of Customer Satisfaction § 3055.91 Consumer access to postal services. (a) The...

Towards a Biohybrid Lung: Endothelial Cells Promote Oxygen Transfer through Gas Permeable Membranes.

PubMed

Menzel, Sarah; Finocchiaro, Nicole; Donay, Christine; Thiebes, Anja Lena; Hesselmann, Felix; Arens, Jutta; Djeljadini, Suzana; Wessling, Matthias; Schmitz-Rode, Thomas; Jockenhoevel, Stefan; Cornelissen, Christian Gabriel

2017-01-01

In patients with respiratory failure, extracorporeal lung support can ensure the vital gas exchange via gas permeable membranes but its application is restricted by limited long-term stability and hemocompatibility of the gas permeable membranes, which are in contact with the blood. Endothelial cells lining these membranes promise physiological hemocompatibility and should enable prolonged application. However, the endothelial cells increase the diffusion barrier of the blood-gas interface and thus affect gas transfer. In this study, we evaluated how the endothelial cells affect the gas exchange to optimize performance while maintaining an integral cell layer. Human umbilical vein endothelial cells were seeded on gas permeable cell culture membranes and cultivated in a custom-made bioreactor. Oxygen transfer rates of blank and endothelialized membranes in endothelial culture medium were determined. Cell morphology was assessed by microscopy and immunohistochemistry. Both setups provided oxygenation of the test fluid featuring small standard deviations of the measurements. Throughout the measuring range, the endothelial cells seem to promote gas transfer to a certain extent exceeding the blank membranes gas transfer performance by up to 120%. Although the underlying principles hereof still need to be clarified, the results represent a significant step towards the development of a biohybrid lung.

Health worker (internal customer) satisfaction and motivation in the public sector in Ghana.

PubMed

Agyepong, Irene Akua; Anafi, Patricia; Asiamah, Ebenezer; Ansah, Evelyn K; Ashon, Daniel A; Narh-Dometey, Christiana

2004-01-01

This paper describes factors affecting health worker motivation and satisfaction in the public sector in Ghana. The data are from a survey of public sector health care providers carried out in January 2002 and repeated in August 2003 using an interviewer administered structured questionnaire. It is part of a continuous quality improvement (CQI) effort in the health sector in the Greater Accra region of Ghana. Workplace obstacles identified that caused dissatisfaction and de-motivated staff in order of the most frequently mentioned were low salaries such that obtaining basic necessities of daily living becomes a problem; lack of essential equipment, tools and supplies to work with; delayed promotions; difficulties and inconveniences with transportation to work; staff shortages; housing, additional duty allowances and in-service (continuous) training. Others included children's education, vehicles to work with such as ambulances and pickups, staff transfer procedures, staff pre-service education inadequate for job requirements, and the effect of the job on family and other social factors. There were some differences in the percentages of staff selecting a given workplace obstacle between the purely rural districts, the highly urbanized Accra metropolis and the districts that were a mixture of urbanized and rural. It is unlikely that the Ghana Health Service can provide high quality of care to its end users (external customers) if workplace obstacles that de-motivate staff (internal customers) and negatively influence their performance are not properly recognized and addressed as a complex of inter-related problems producing a common result--dissatisfied poorly motivated staff and resulting poor quality services.

NASA and Superalloys: A Customer, a Participant, and a Referee

NASA Technical Reports Server (NTRS)

Nathal, Michael V.

2008-01-01

NASA has had a long history of research and development in the field of superalloys. These efforts have continued today, where the latest advancements in turbine disk and blade technologies are being developed Although NASA does support military flight systems, it s predominant role is in supporting civilian air transportation systems, and thus has goals for improving fuel efficiency, emissions, noise, and safety of today s aircraft. NASA has traditionally served several distinct but complimentary roles as participants in multi-disciplinary research teams, as customers who fund research and development efforts at industry and universities, and as referees who can address broad issues that affect the entire aeronautics community. Because of our longer range viewpoint, we can take on higher risk, higher reward research topics. NASA can also serve as an intermediary between the basic research performed primarily at universities and the development efforts emphasized by industry. By interacting with individual companies, NASA can identify areas of general interest and problems common to a large portion of the aeronautics community, and devise programs aimed at solving these problems. In space missions, NASA is a direct customer responsible for developing vehicles. In the case of the Space Shuttle, NASA has worked with various contractors to design and build numerous components out of superalloys. Another fascinating area for the use of superalloys is in power systems for long life applications in space. Potential missions include providing electric power for deep space missions, surface rovers, including lunar and Mars, and stationary power generators on the lunar surface.

Energy and Environment Guide to Action - Chapter 7: Electric Utility Policies

EPA Pesticide Factsheets

Focuses on the authorites that state legislatures have granted to PUCs to regulate electricity and reliability, as these authorities directly affect utilities' and customers' investments in energy efficiency, renewable energy, and CHP.

78 FR 79076 - Currently Approved Information Collection: Comment Request for Generic Clearance for the...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-12-27

... and efficiency of existing products and services; to obtain knowledge about the potential public... audiences and customers. Current Actions: None. Type of Review: Extension. Affected Public: Individuals or...

Health-Related Quality of Life among Nonprescription Medicine Customers in Malaysia.

PubMed

Shafie, Asrul Akmal; Hassali, Mohamed Azmi; Mohamad Yahaya, Abdul Haniff

2013-05-01

To describe the health-related quality of life (HRQOL) among nonprescription medicine customers in Malaysia and the factors that affect it. A nationwide cross-sectional survey was conducted among pharmacy customers in 59 randomly selected community pharmacies in Malaysia. The self-administered questionnaire included the EuroQoL five-dimensional (EQ-5D) questionnaire, the EuroQol visual analogue scale (EQ-VAS), nonprescription medicines purchase, and demographic questions. Data were analyzed by using the multivariate analysis of variance and multiple logistic regressions. A total of 2729 customers enrolled in this study, with a mean EQ-5D questionnaire score of 0.92±0.15 and a mean EQ-VAS score of 69.92±24.80. Compared with the Malaysian adult population, nonprescription medicine customers have a lower mean EQ-5D questionnaire score (t =-4.49, P<0.01) and EQ-VAS score (t =-25.87, P<0.01). We found that pain/discomfort (25.6%) and anxiety/depression (13.7%) were the major HRQOL problems. Locality, age, ethnicity, household income per month, type of occupation, and type of nonprescription medicine purchased were associated with health status of nonprescription medicine customers (F 22,5286 = 2.555; Wilks' lambda = 0.979; P< 0.01). The HRQOL of nonprescription medicine customers is lower than that of the general Malaysian population. Lower health status was independently associated with older age, living in rural areas, having low income and education level, and purchasing blood and blood-forming medicines from community pharmacy. Copyright © 2013 International Society for Pharmacoeconomics and Outcomes Research (ISPOR). Published by Elsevier Inc. All rights reserved.

Managing global accounts.

PubMed

Yip, George S; Bink, Audrey J M

2007-09-01

Global account management--which treats a multinational customer's operations as one integrated account, with coherent terms for pricing, product specifications, and service--has proliferated over the past decade. Yet according to the authors' research, only about a third of the suppliers that have offered GAM are pleased with the results. The unhappy majority may be suffering from confusion about when, how, and to whom to provide it. Yip, the director of research and innovation at Capgemini, and Bink, the head of marketing communications at Uxbridge College, have found that GAM can improve customer satisfaction by 20% or more and can raise both profits and revenues by at least 15% within just a few years of its introduction. They provide guidelines to help companies achieve similar results. The first steps are determining whether your products or services are appropriate for GAM, whether your customers want such a program, whether those customers are crucial to your strategy, and how GAM might affect your competitive advantage. If moving forward makes sense, the authors' exhibit, "A Scorecard for Selecting Global Accounts," can help you target the right customers. The final step is deciding which of three basic forms to offer: coordination GAM (in which national operations remain relatively strong), control GAM (in which the global operation and the national operations are fairly balanced), and separate GAM (in which a new business unit has total responsibility for global accounts). Given the difficulty and expense of providing multiple varieties, the vast majority of companies should initially customize just one---and they should be careful not to start with a choice that is too ambitious for either themselves or their customers to handle.

Cleaning, Disinfection, and Sterilization Protocols Employed for Customized Implant Abutments: An International Survey of 100 Universities Worldwide.

PubMed

Canullo, Luigi; Tallarico, Marco; Chu, Stephen; Peñarrocha, David; Özcan, Mutlu; Pesce, Paolo

American and European standards recommend sterilization of customized abutments before connecting them to implants, as customized abutments are considered semi-critical medical devices. Since standardized procedures could not be identified in the literature on implantology, this survey evaluated the protocols employed at different universities worldwide to clean, disinfect, and/or sterilize customized abutments before their connection to bone-level implants. The survey took place between October 2015 and January 2016. A single question acquiring information on how customized abutments were treated prior to connection to the implants was sent by email to researchers affiliated at 100 universities worldwide. To avoid any bias, the survey was kept rigorously anonymous. A total of 100 universities from Europe (56), USA and Canada (25), Latin America (9), South Africa (1), Asia (6), and Australia and New Zealand (3) were invited to participate in the survey. Altogether, 85 universities responded to the survey question, and 22 (25.9%) declared that no cleaning protocols were adopted. More than half of the respondents (n = 49, 57.6%) performed only one of the three procedures required by the standards (cleaning, disinfection, or sterilization). Twelve respondents (14.1%) adopted two procedures, and only two universities performed all three required procedures (2.4%). This survey indicated substantial heterogeneity in treating customized abutments before connecting them to implants. This study demonstrated that the majority of the universities applied either cleaning, disinfection, or sterilization which may not meet the prevailing standards.

Customer value propositions in business markets.

PubMed

Anderson, James C; Narus, James A; van Rossum, Wouter

2006-03-01

Examples of consumer value propositions that resonate with customers are exceptionally difficult to find. When properly constructed, value propositions force suppliers to focus on what their offerings are really worth. Once companies become disciplined about understanding their customers, they can make smarter choices about where to allocate scarce resources. The authors illuminate the pitfalls of current approaches, then present a systematic method for developing value propositions that are meaningful to target customers and that focus suppliers' efforts on creating superior value. When managers construct a customer value proposition, they often simply list all the benefits their offering might deliver. But the relative simplicity of this all-benefits approach may have a major drawback: benefit assertion. In other words, managers may claim advantages for features their customers don't care about in the least. Other suppliers try to answer the question, Why should our firm purchase your offering instead of your competitor's? But without a detailed understanding of the customer's requirements and preferences, suppliers can end up stressing points of difference that deliver relatively little value to the target customer. The pitfall with this approach is value presumption: assuming that any favorable points of difference must be valuable for the customer. Drawing on the best practices of a handful of suppliers in business markets, the authors advocate a resonating focus approach. Suppliers can provide simple, yet powerfully captivating, consumer value propositions by making their offerings superior on the few elements that matter most to target customers, demonstrating and documenting the value of this superior performance, and communicating it in a way that conveys a sophisticated understanding of the customer's business priorities.

Understanding profitability: Why some customers are hot and others are not

DOE Office of Scientific and Technical Information (OSTI.GOV)

Sioshansi, F.P.

Gone are the days when utilities would boast how many new customers were being added to their system annually-regardless of whether they were in fact profitable to serve or not-as if bigger was always better. In a not too distant future, and with the liberalization of the business environment, some utilities may no longer wish to serve certain customers on their systems, while at the same time aggressively wooing other customers. With the anticipated arrival of competition and erosion of utility franchise service areas, the electric power industry will gradually evolve into a mode where customers will be segmented intomore » finer groups and evaluated based on their expected profit margins-theoretically the difference between the revenues expected from them and the cost of serving them. Understanding this basic concept, and the mastery of the art of arriving at the correct profit margin for each market segment, will be essential to overall business profitability and survival in the future. In practice, however, many utilities are ill-prepared to accomplish such fundamental analyses correctly and consistently because they do not have the correct analytical framework, the right information, or the right tools to perform the analysis. This paper will outline the fundamentals of market segmentation and evaluating customer profitability. It will also illustrate how to balance the cost of serving a customer with the revenues derived to produce a {open_quotes}reasonable{close_quotes} profit margin in each market segment. EPRI has developed a software tool specifically designed to assist utility analysts perform this type of work. Other ongoing research in the area of profitability analysis is also described.« less

Customized acoustic transform functions and their accuracy at predicting real-ear hearing aid performance.

PubMed

Munro, K J; Hatton, N

2000-02-01

The purpose of the study was to evaluate the validity of predicting the real-ear aided response by adding customized acoustic transform functions to the performance of a hearing aid in a 2-cc coupler. The real-ear hearing aid response, the real-ear-to-coupler difference (RECD/HA2), and field to behind-the-ear microphone transfer functions were measured in both ears of 24 normally hearing subjects using probe-tube microphone equipment. The RECD/HA2 transform function was obtained using both insert earphones and with the hearing aid/ pressure comparison method. An RECD/HA2 transfer function was also obtained with a customized earmold, ER-3A foam tip, and an oto-admittance tip. Validity estimates were calculated as the difference between the derived and measured real-ear response. The derived response was generally within 5 dB of the measured real-ear response when it incorporated an RECD/HA2 transform function obtained with a customized earmold for the specific ear in question. Discrepancies increased when the RECD/HA2 transfer function was obtained from the same subject but the opposite ear. There were significant differences between the RECD/HA2 transform function obtained with customized and temporary earmolds. As a result, the derived response incorporating these transforms differed significantly from the measured real-ear response obtained with the customized earmold. The insert earphone and the hearing aid RECD/HA2 transfer function were equally valid. The derived response may be used as a substitute for in situ hearing aid response procedures when it incorporates acoustic transform functions obtained with a customized earmold from the specific ear in question.

An ILP based Algorithm for Optimal Customer Selection for Demand Response in SmartGrids

DOE Office of Scientific and Technical Information (OSTI.GOV)

Kuppannagari, Sanmukh R.; Kannan, Rajgopal; Prasanna, Viktor K.

Demand Response (DR) events are initiated by utilities during peak demand periods to curtail consumption. They ensure system reliability and minimize the utility’s expenditure. Selection of the right customers and strategies is critical for a DR event. An effective DR scheduling algorithm minimizes the curtailment error which is the absolute difference between the achieved curtailment value and the target. State-of-the-art heuristics exist for customer selection, however their curtailment errors are unbounded and can be as high as 70%. In this work, we develop an Integer Linear Programming (ILP) formulation for optimally selecting customers and curtailment strategies that minimize the curtailmentmore » error during DR events in SmartGrids. We perform experiments on real world data obtained from the University of Southern California’s SmartGrid and show that our algorithm achieves near exact curtailment values with errors in the range of 10 -7 to 10 -5, which are within the range of numerical errors. We compare our results against the state-of-the-art heuristic being deployed in practice in the USC SmartGrid. We show that for the same set of available customer strategy pairs our algorithm performs 103 to 107 times better in terms of the curtailment errors incurred.« less

Performance characteristics of a batch service queueing system with functioning server failure and multiple vacations

NASA Astrophysics Data System (ADS)

Niranjan, S. P.; Chandrasekaran, V. M.; Indhira, K.

2018-04-01

This paper examines bulk arrival and batch service queueing system with functioning server failure and multiple vacations. Customers are arriving into the system in bulk according to Poisson process with rate λ. Arriving customers are served in batches with minimum of ‘a’ and maximum of ‘b’ number of customers according to general bulk service rule. In the service completion epoch if the queue length is less than ‘a’ then the server leaves for vacation (secondary job) of random length. After a vacation completion, if the queue length is still less than ‘a’ then the server leaves for another vacation. The server keeps on going vacation until the queue length reaches the value ‘a’. The server is not stable at all the times. Sometimes it may fails during functioning of customers. Though the server fails service process will not be interrupted.It will be continued for the current batch of customers with lower service rate than the regular service rate. The server will be repaired after the service completion with lower service rate. The probability generating function of the queue size at an arbitrary time epoch will be obtained for the modelled queueing system by using supplementary variable technique. Moreover various performance characteristics will also be derived with suitable numerical illustrations.

Maritime microwave radar and electro-optical data fusion for homeland security

NASA Astrophysics Data System (ADS)

Seastrand, Mark J.

2004-09-01

US Customs is responsible for monitoring all incoming air and maritime traffic, including the island of Puerto Rico as a US territory. Puerto Rico offers potentially obscure points of entry to drug smugglers. This environment sets forth a formula for an illegal drug trade - based relatively near the continental US. The US Customs Caribbean Air and Marine Operations Center (CAMOC), located in Puntas Salinas, has the charter to monitor maritime and Air Traffic Control (ATC) radars. The CAMOC monitors ATC radars and advises the Air and Marine Branch of US Customs of suspicious air activity. In turn, the US Coast Guard and/or US Customs will launch air and sea assets as necessary. The addition of a coastal radar and camera system provides US Customs a maritime monitoring capability for the northwestern end of Puerto Rico (Figure 1). Command and Control of the radar and camera is executed at the CAMOC, located 75 miles away. The Maritime Microwave Surveillance Radar performs search, primary target acquisition and target tracking while the Midwave Infrared (MWIR) camera performs target identification. This wide area surveillance, using a combination of radar and MWIR camera, offers the CAMOC a cost and manpower effective approach to monitor, track and identify maritime targets.

Optimal residential water conservation strategies considering related energy in California

NASA Astrophysics Data System (ADS)

Escriva-Bou, Alvar; Lund, Jay R.; Pulido-Velazquez, Manuel

2015-06-01

Although most freshwater resources are used in agriculture, residential water use is a much more energy intensive user. Based on this, we analyze the increased willingness to adopt water conservation strategies if energy cost is included in the customers' utility function. Using a Water-Energy-CO2 emissions model for household water end uses and probability distribution functions for parameters affecting water and water-related energy use in 10 different locations in California, this research introduces a probabilistic two-stage optimization model considering technical and behavioral decision variables to obtain the most economical strategies to minimize household water and water-related energy bills and costs given both water and energy price shocks. Results can provide an upper bound of household savings for customers with well-behaved preferences, and show greater adoption rates to reduce energy intensive appliances when energy is accounted, resulting in an overall 24% reduction in indoor water use that represents a 30% reduction in water-related energy use and a 53% reduction in household water-related CO2 emissions. Previous use patterns and water and energy rate structures can affect greatly the potential benefits for customers and so their behavior. Given that water and energy are somewhat complementary goods for customers, we use results of the optimization to obtain own-price and cross-price elasticities of residential water use by simulating increases in water and energy prices. While the results are highly influenced by assumptions due to lack of empirical data, the method presented has no precedent in the literature and hopefully will stimulate the collection of additional relevant data.

Comparison of fit accuracy and torque maintenance of zirconia and titanium abutments for internal tri-channel and external-hex implant connections

PubMed Central

Siadat, Hakimeh; Beyabanaki, Elaheh; Mousavi, Niloufar

2017-01-01

PURPOSE This in vitro study aimed to evaluate the effect of implant connection design (external vs. internal) on the fit discrepancy and torque loss of zirconia and titanium abutments. MATERIALS AND METHODS Two regular platform dental implants, one with external connection (Brånemark, Nobel Biocare AB) and the other with internal connection (Noble Replace, Nobel Biocare AB), were selected. Seven titanium and seven customized zirconia abutments were used for each connection design. Measurements of geometry, marginal discrepancy, and rotational freedom were done using video measuring machine. To measure the torque loss, each abutment was torqued to 35 Ncm and then opened by means of a digital torque wrench. Data were analyzed with two-way ANOVA and t-test at α=0.05 of significance. RESULTS There were significant differences in the geometrical measurements and rotational freedom between abutments of two connection groups (P<.001). Also, the results showed significant differences between titanium abutments of internal and external connection implants in terms of rotational freedom (P<.001). Not only customized internal abutments but also customized external abutments did not have the exact geometry of prefabricated abutments (P<.001). However, neither connection type (P=.15) nor abutment material (P=.38) affected torque loss. CONCLUSION Abutments with internal connection showed less rotational freedom. However, better marginal fit was observed in externally connected abutments. Also, customized abutments with either connection could not duplicate the exact geometry of their corresponding prefabricated abutment. However, neither abutment connection nor material affected torque loss values. PMID:28874994

Optimized production planning model for a multi-plant cultivation system under uncertainty

NASA Astrophysics Data System (ADS)

Ke, Shunkui; Guo, Doudou; Niu, Qingliang; Huang, Danfeng

2015-02-01

An inexact multi-constraint programming model under uncertainty was developed by incorporating a production plan algorithm into the crop production optimization framework under the multi-plant collaborative cultivation system. In the production plan, orders from the customers are assigned to a suitable plant under the constraints of plant capabilities and uncertainty parameters to maximize profit and achieve customer satisfaction. The developed model and solution method were applied to a case study of a multi-plant collaborative cultivation system to verify its applicability. As determined in the case analysis involving different orders from customers, the period of plant production planning and the interval between orders can significantly affect system benefits. Through the analysis of uncertain parameters, reliable and practical decisions can be generated using the suggested model of a multi-plant collaborative cultivation system.

Technical Note: Characterization of custom 3D printed multimodality imaging phantoms

DOE Office of Scientific and Technical Information (OSTI.GOV)

Bieniosek, Matthew F.; Lee, Brian J.; Levin, Craig S., E-mail: cslevin@stanford.edu

Purpose: Imaging phantoms are important tools for researchers and technicians, but they can be costly and difficult to customize. Three dimensional (3D) printing is a widely available rapid prototyping technique that enables the fabrication of objects with 3D computer generated geometries. It is ideal for quickly producing customized, low cost, multimodal, reusable imaging phantoms. This work validates the use of 3D printed phantoms by comparing CT and PET scans of a 3D printed phantom and a commercial “Micro Deluxe” phantom. This report also presents results from a customized 3D printed PET/MRI phantom, and a customized high resolution imaging phantom withmore » sub-mm features. Methods: CT and PET scans of a 3D printed phantom and a commercial Micro Deluxe (Data Spectrum Corporation, USA) phantom with 1.2, 1.6, 2.4, 3.2, 4.0, and 4.8 mm diameter hot rods were acquired. The measured PET and CT rod sizes, activities, and attenuation coefficients were compared. A PET/MRI scan of a custom 3D printed phantom with hot and cold rods was performed, with photon attenuation and normalization measurements performed with a separate 3D printed normalization phantom. X-ray transmission scans of a customized two level high resolution 3D printed phantom with sub-mm features were also performed. Results: Results show very good agreement between commercial and 3D printed micro deluxe phantoms with less than 3% difference in CT measured rod diameter, less than 5% difference in PET measured rod diameter, and a maximum of 6.2% difference in average rod activity from a 10 min, 333 kBq/ml (9 μCi/ml) Siemens Inveon (Siemens Healthcare, Germany) PET scan. In all cases, these differences were within the measurement uncertainties of our setups. PET/MRI scans successfully identified 3D printed hot and cold rods on PET and MRI modalities. X-ray projection images of a 3D printed high resolution phantom identified features as small as 350 μm wide. Conclusions: This work shows that 3D printed phantoms can be functionally equivalent to commercially available phantoms. They are a viable option for quickly distributing and fabricating low cost, customized phantoms.« less

A balanced scorecard approach in assessing IT value in healthcare sector: an empirical examination.

PubMed

Wu, Ing-Long; Kuo, Yi-Zu

2012-12-01

Healthcare sector indicates human-based and knowledge-intensive property. Massive IT investments are necessary to maintain competitiveness in this sector. The justification of IT investments is the major concern of senior management. Empirical studies examining IT value have found inconclusive results with little or no improvement in productivity. Little research has been conducted in healthcare sector. The balanced scorecard (BSC) strikes a balance between financial and non-financial measure and has been applied in evaluating organization-based performance. Moreover, healthcare organizations often consider their performance goal at customer satisfaction in addition to financial performance. This research thus proposed a new hierarchical structure for the BSC with placing both finance and customer at the top, internal process at the next, and learning and growth at the bottom. Empirical examination has found the importance of the new BSC structure in assessing IT investments. Learning and growth plays the initial driver for reaching both customer and financial performance through the mediator of internal process. This can provide deep insight into effectively managing IT resources in the hospitals.

Increased appropriateness of customized alert acknowledgement reasons for overridden medication alerts in a computerized provider order entry system.

PubMed

Dekarske, Brian M; Zimmerman, Christopher R; Chang, Robert; Grant, Paul J; Chaffee, Bruce W

2015-12-01

Computerized provider order entry systems commonly contain alerting mechanisms for patient allergies, incorrect doses, or drug-drug interactions when ordering medications. Providers have the option to override (bypass) these alerts and continue with the order unchanged. This study examines the effect of customizing medication alert override options on the appropriateness of override selection related to patient allergies, drug dosing, and drug-drug interactions when ordering medications in an electronic medical record. In this prospective, randomized crossover study, providers were randomized into cohorts that required a reason for overriding a medication alert from a customized or non-customized list of override reasons and/or by free-text entry. The primary outcome was to compare override responses that appropriately correlate with the alert type between the customized and non-customized configurations. The appropriateness of a subset of free-text responses that represented an affirmative and active acknowledgement of the alert without further explanation was classified as "indeterminate." Results were analyzed in three different ways by classifying indeterminate answers as either appropriate, inappropriate, or excluded entirely. Secondary outcomes included the appropriateness of override reasons when comparing cohorts and individual providers, reason selection based on order within the override list, and the determination of the frequency of free-text use, nonsensical responses, and multiple selection responses. Twenty-two clinicians were randomized into 2 cohorts and a total of 1829 alerts with a required response were generated during the study period. The customized configuration had a higher rate of appropriateness when compared to the non-customized configuration regardless of how indeterminate responses were classified (p<0.001). When comparing cohorts, appropriateness was significantly higher in the customized configuration regardless of the classification of indeterminate responses (p<0.001) with one exception: when indeterminate responses were considered inappropriate for the cohort of providers that were first exposed to the non-customized list (p=0.103). Free-text use was higher in the customized configuration overall (p<0.001), and there was no difference in nonsensical response between configurations (p=0.39). There is a benefit realized by using a customized list for medication override reasons. Poor application design or configuration can negatively affect provider behavior when responding to important medication alerts. Copyright © 2015. Published by Elsevier Ireland Ltd.

Improving competitiveness through performance-measurement systems.

PubMed

Stewart, L J; Lockamy, A

2001-12-01

Parallels exist between the competitive pressures felt by U.S. manufacturers over the past 30 years and those experienced by healthcare providers today. Increasing market deregulation, changing government policies, and growing consumerism have altered the healthcare arena. Responding to similar pressures, manufacturers adopted a strategic orientation driven by customer needs and expectations that led them to achieve high performance levels and surpass their competition. The adoption of integrated performance-measurement systems was instrumental in these firms' success. An integrated performance-measurement model for healthcare organizations can help to blend the organization's strategy with the demands of the contemporary healthcare environment. Performance-measurement systems encourage healthcare organizations to focus on their mission and vision by aligning their strategic objectives and resource-allocation decisions with customer requirements.

Getting even for customer mistreatment: the role of moral identity in the relationship between customer interpersonal injustice and employee sabotage.

PubMed

Skarlicki, Daniel P; van Jaarsveld, Danielle D; Walker, David D

2008-11-01

Research on the "dark side" of organizational behavior has determined that employee sabotage is most often a reaction by disgruntled employees to perceived mistreatment. To date, however, most studies on employee retaliation have focused on intra-organizational sources of (in)justice. Results from this field study of customer service representatives (N = 358) showed that interpersonal injustice from customers relates positively to customer-directed sabotage over and above intra-organizational sources of fairness. Moreover, the association between unjust treatment and sabotage was moderated by 2 dimensions of moral identity (symbolization and internalization) in the form of a 3-way interaction. The relationship between injustice and sabotage was more pronounced for employees high (vs. low) in symbolization, but this moderation effect was weaker among employees who were high (vs. low) in internalization. Last, employee sabotage was negatively related to job performance ratings.

Is a pharmacy student the customer or the product?

PubMed

Holdford, David A

2014-02-12

Academic entitlement and student consumerism have been described as a cause for unprofessional behavior in higher education. Colleges and schools of pharmacy may inadvertently encourage student consumerism and academic entitlement by misunderstanding who is the primary customer of pharmacy education. Pharmacy colleges and schools who view students as the primary customer can unintentionally pressure faculty members to relax expectations for professionalism and academic performance and thereby cause a general downward spiral in the quality of pharmacy graduates. In contrast, this paper argues that the primary customer of pharmacy education is the patient. Placing the patient at the center of the educational process is consistent with the concepts of pharmaceutical care, medication therapy management, the patient-centered home, and the oath of the pharmacist. Emphasizing the patient as the primary customer discourages academic entitlement and student consumerism and encourages an emphasis on learning how to serve the medication-related needs of the patient.

Is a Pharmacy Student the Customer or the Product?

PubMed Central

2014-01-01

Academic entitlement and student consumerism have been described as a cause for unprofessional behavior in higher education. Colleges and schools of pharmacy may inadvertently encourage student consumerism and academic entitlement by misunderstanding who is the primary customer of pharmacy education. Pharmacy colleges and schools who view students as the primary customer can unintentionally pressure faculty members to relax expectations for professionalism and academic performance and thereby cause a general downward spiral in the quality of pharmacy graduates. In contrast, this paper argues that the primary customer of pharmacy education is the patient. Placing the patient at the center of the educational process is consistent with the concepts of pharmaceutical care, medication therapy management, the patient-centered home, and the oath of the pharmacist. Emphasizing the patient as the primary customer discourages academic entitlement and student consumerism and encourages an emphasis on learning how to serve the medication-related needs of the patient. PMID:24558271

Exploratory study on performance measures as indicators of IS effectiveness

NASA Technical Reports Server (NTRS)

Bishop, Peter C.; Yoes, Cissy

1992-01-01

The Information Systems Directorate at JSC/NASA has undertaken the reevaluation of its performance measures process and measures. Under the direction of a quality approach it is essential to identify an external perspective of how well an organization is performing. This study was conducted with two major objectives: (1) survey and summarize the academic literature on performance measures as indicators of information systems (IS) effectiveness; and (2) survey organizations for their experience in measuring for IS effectiveness. Four approaches to measuring the effectiveness of IS performance were identified: (1) listen to the customer for the things they need; (2) align with corporate goals; (3) benchmark against well-respected organizations; and (4) ask yourself what critical factors lead to success. The list of known methods for soliciting customer feedback are as follows: (1) executive visit; (2) survey, interview, and focus group; (3) complaints and compliments; and (4) service level agreements. A common set of characteristics that satisfy customers was identified from the literature. The list includes elements such as the following: accuracy, timeliness, relevance, understandability, reliability, and completeness. Future research in this topic area should prove beneficial to determine the metrics for external validity.

Quantity and quality benefits of in-service invasive cleaning of trunk mains

NASA Astrophysics Data System (ADS)

Sunny, Iftekhar; Husband, Stewart; Drake, Nick; Mckenzie, Kevan; Boxall, Joby

2017-07-01

Trunk mains are high risk critical infrastructure where poor performance can impact on large numbers of customers. Both quantity (e.g. hydraulic capacity) and quality (e.g. discolouration) of trunk main performance are affected by asset deterioration in the form of particle accumulation at the pipe wall. Trunk main cleaning techniques are therefore desirable to remove such material. However, little is quantified regarding the efficacy of different maintenance interventions or longer-term changes following such cleaning. This paper presents an assessment of quantity and quality performance of a trunk main system pre, post and for 12 months following cleaning using pigging with ice slurry. Hydraulic calibration showed a 7 times roughness height reduction after ice slurry pigging, evidencing substantially improved hydraulic capacity and reduced headloss. Turbidity response due to carefully imposed shear stress increase remained significant after the cleaning intervention, showing that relatively loose material had not been fully removed from the pipe wall. Overall the results demonstrate that cleaning by pigging with ice slurry can be beneficial for quantity performance, but care and further assessment may be necessary to realise the full quality benefits.

Energy and Environment Guide to Action - Chapter 7.0: Electric Utility Policies

EPA Pesticide Factsheets

Focuses on the authorites that state legislatures have granted to PUCs to regulate electricity and reliability, as these authorities directly affect utilities' and customers' investments in energy efficiency, renewable energy, and CHP.

75 FR 11113 - Action Affecting Export Privileges; Aviation Services International, B.V.

Federal Register 2010, 2011, 2012, 2013, 2014

2010-03-10

... the United States on behalf of Iranian customers and give U.S. manufacturers false information regarding the ultimate destination, end user, and end use of the items, thereby causing false export control...

75 FR 6061 - Importer of Controlled Substances; Notice of Registration

Federal Register 2010, 2011, 2012, 2013, 2014

2010-02-05

... to import the listed controlled substance for distribution to its customers. One comment was received... national quota for Nabilone established by DEA will be affected by Kenco VPI's application. DEA's response... application. The [[Page 6062

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.

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.

Determinants of customers' intention to participate in a Korean restaurant health promotion program: an application of the theory of planned behavior.

PubMed

Hong, Kyungeui; Gittelsohn, Joel; Joung, Hyojee

2010-06-01

The purpose of this study was to investigate the effects of personal characteristics and theory of planned behavior (TPB) constructs on the intention to participate in a restaurant health promotion program. In total, 830 adults residing in Seoul were sampled by a multi-stage cluster and random sampling design. Data were collected from a structured self-administered questionnaire, which covered variables concerning demographics, health status and TPB constructs including attitude, subjective norm and perceived behavioral control. A path analysis combining personal characteristics and TPB constructs was used to investigate determinants of the customers' intention. Positive and negative attitudes, subjective norms and perceived behavioral control directly affected the intention to participate. Demographics and health status both directly and indirectly affected the intention to participate. This study identifies personal characteristics and TPB constructs that are important to planning and implementing a restaurant health promotion program.

How avatar customizability affects children's arousal and subjective presence during junk food-sponsored online video games.

PubMed

Bailey, Rachel; Wise, Kevin; Bolls, Paul

2009-06-01

The purpose of this study was to determine how children cognitively and emotionally process interactive marketing of snack food products in advergames. Children (N = 30) aged 10 to 12 were asked to play advergames with (a) avatars that were assigned to them, (b) avatars chosen from a pool, and (c) self-designed avatars. The children's skin conductance levels were collected during play. After gameplay, at each customization level, self-reported presence was collected. The results of this study indicate that customization of game avatars can affect both subjective feelings of presence and psychophysiological indicators of emotion during gameplay, which may make the gameplay experience more enjoyable. This may have implications for game sponsors and producers. Self-reported presence had no effect on psychophysiological indicators of emotion during gameplay. Implications of this finding and limitations of this study are discussed.

When the customer is unethical: the explanatory role of employee emotional exhaustion onto work-family conflict, relationship conflict with coworkers, and job neglect.

PubMed

Greenbaum, Rebecca L; Quade, Matthew J; Mawritz, Mary B; Kim, Joongseo; Crosby, Durand

2014-11-01

We integrate deontological ethics (Folger, 1998, 2001; Kant, 1785/1948, 1797/1991) with conservation of resources theory (Hobfoll, 1989) to propose that an employee's repeated exposure to violations of moral principle can diminish the availability of resources to appropriately attend to other personal and work domains. In particular, we identify customer unethical behavior as a morally charged work demand that leads to a depletion of resources as captured by employee emotional exhaustion. In turn, emotionally exhausted employees experience higher levels of work-family conflict, relationship conflict with coworkers, and job neglect. Employee emotional exhaustion serves as the mediator between customer unethical behavior and such outcomes. To provide further evidence of a deontological effect, we demonstrate the unique effect of customer unethical behavior onto emotional exhaustion beyond perceptions of personal mistreatment and trait negative affectivity. In Study 1, we found support for our theoretical model using multisource field data from customer-service professionals across a variety of industries. In Study 2, we also found support for our theoretical model using multisource, longitudinal field data from service employees in a large government organization. Theoretical and practical implications are discussed. (PsycINFO Database Record (c) 2014 APA, all rights reserved).

Service quality in community pharmacy: an exploration of determinants.

PubMed

White, Lesley; Klinner, Christiane

2012-01-01

Although various instruments have been developed to measure customer satisfaction with community pharmacy services, there is limited research regarding pharmacy staffs' understanding of service quality and its determinants. This study aimed to explore the perceptions of pharmacy staff regarding the factors that constitute a high level of service quality using the service quality determinants proposed by the Conceptual Model of Service Quality. Structured interviews were conducted with 27 pharmacy assistants and 6 pharmacists in 3 community pharmacies in Sydney. The interview questions focused on the participants' perceptions of consumer expectations, the translation of these perceptions into service quality specifications, the actual service delivery, and the communication to customers. From the pharmacy staff perspective, service quality is significantly limited by insufficient internal communication and control processes that impede role clarity and the resolution of conflicting role expectations among customer service personnel. Participants indicated that these problems could be alleviated through the implementation of more transparent, realistic, measurable, and accepted quality specifications by pharmacy management. The study indicates that the extent to which pharmacy management sets, maintains, and communicates service quality specifications to staff directly affects role clarity, role conflict, and organizational commitment among customer service staff, which in turn directly influence the level of service quality provided to the customers. Copyright © 2012 Elsevier Inc. All rights reserved.

Seamless service: maintaining momentum.

PubMed

Grinstead, N; Timoney, R

1994-01-01

Describes the process used by the Mater Infirmorum Hospital in Belfast in 1992-1994 to achieve high quality care (Seamless Service), motivate staff to deliver and measure performance. Aims of the project include focusing the organization on the customer, improving teamwork and motivation at all levels. After comprehensive data collection from GPs, patients and staff management forums developed a full TQM strategy to gain support and maintain momentum including innovative staff events (every staff member was given the opportunity to attend) where multilevel, multidisciplinary workshops enabled staff to design customer care standards, develop teams and lead customer-driven change.

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…

77 FR 7124 - Information Sharing With Agency Stakeholders; Public Meeting

Federal Register 2010, 2011, 2012, 2013, 2014

2012-02-10

... efforts to transform itself into a customer-focused, high-performing organization. In this context, USDA's... relationships. As part of a larger effort to enhance stakeholder communication, APHIS is hosting an open meeting... headquarters for support? Why? As we continue to look at ways to improve our processes and enhance customer...

Campus Spies? Using Mystery Students to Evaluate University Performance

ERIC Educational Resources Information Center

Douglas, Alex; Douglas, Jacqueline

2006-01-01

Background: This paper explores the appropriateness of using mystery customer programmes in higher education institutions (HEIs) in the UK. Purpose: The main aim of the paper is to examine potential advantages and disadvantages of mystery customer programmes within HEIs, and to identify any issues that would need to be successfully resolved were…

Total Quality: An Understanding and Application For Community, Junior, and Technical Colleges.

ERIC Educational Resources Information Center

Burgdorf, Augustus

1992-01-01

Total Quality (TQ), is a customer-oriented philosophy of management that utilizes total employee involvement in the relentless, daily search for improvement of product and service quality, through the use of statistical methods, employee teams, and performance management. In the TQ framework, "internal" customers are individuals within the…

75 FR 78965 - Notice of Request for Extension of Approval of an Information Collection; Customer/Stakeholder...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-12-17

... surveys will be used to improve NAHMS Descriptive Reports and to evaluate customer/stakeholder... performance. The NAHMS staff will obtain feedback from Study Participant Surveys and NAHMS Descriptive Reports...) concerning our information collection. These comments will help us: (1) Evaluate whether the collection of...

Customer-Supplier Roles and Relationships in the Management of Research Projects

ERIC Educational Resources Information Center

Carter, Ian M.

2007-01-01

Recognising the existence of customer-supplier roles and relationships in the performance of research can lead to an improvement in the management, and hence delivery, of research. Research, especially university-based research, is often managed with a light touch, with the researchers operating independently, and neither their institution nor…

Microwave Oven Repair. Teacher Edition.

ERIC Educational Resources Information Center

Smreker, Eugene

This competency-based curriculum guide for teachers addresses the skills a technician will need to service microwave ovens and to provide customer relations to help retain the customer's confidence in the product and trust in the service company that performs the repair. The guide begins with a task analysis, listing 20 cognitive tasks and 5…

12 CFR 551.140 - What policies and procedures must I maintain and follow for securities transactions?

Code of Federal Regulations, 2010 CFR

2010-01-01

... for customers; or (3) Process orders for notice or settlement purposes, or perform other back office... investment recommendations or decisions for the accounts of customers; (2) Participates in the determination of these recommendations or decisions; or (3) In connection with their duties, obtains information...

The HPT Model Applied to a Kayak Company's Registration Process

ERIC Educational Resources Information Center

Martin, Florence; Hall, Herman A., IV; Blakely, Amanda; Gayford, Matthew C.; Gunter, Erin

2009-01-01

This case study describes the step-by-step application of the traditional human performance technology (HPT) model at a premier kayak company located on the coast of North Carolina. The HPT model was applied to address lost revenues related to three specific business issues: misinformed customers, dissatisfied customers, and guides not showing up…

English law for the surgeon I: consent, capacity and competence.

PubMed

Jerjes, Waseem; Mahil, Jaspal; Upile, Tahwinder

2011-09-17

Traditionally, in the United Kingdom and Europe the surgeon was generally not troubled by litigation from patients presenting as elective as well as emergency cases, but this aspect of custom has changed. Litigation by patients now significantly affects surgical practice and vicarious liability often affects hospitals. We discuss some fundamental legal definitions, a must to know for a surgeon, and highlight some interesting cases.

English law for the surgeon II: clinical negligence.

PubMed

Jerjes, Waseem; Mahil, Jaspal; Upile, Tahwinder

2011-12-21

Traditionally, in the United Kingdom and Europe, the surgeon was generally not troubled by litigation from patients presenting as elective as well as emergency cases, but this aspect of custom has changed. Litigation by patients now significantly affects surgical practice and vicarious liability often affects hospitals. We discuss some fundamental legal definitions, a must to know for a surgeon, and highlight some interesting cases.

English law for the surgeon II: Clinical negligence

PubMed Central

2011-01-01

Traditionally, in the United Kingdom and Europe, the surgeon was generally not troubled by litigation from patients presenting as elective as well as emergency cases, but this aspect of custom has changed. Litigation by patients now significantly affects surgical practice and vicarious liability often affects hospitals. We discuss some fundamental legal definitions, a must to know for a surgeon, and highlight some interesting cases. PMID:22189041

Reticle variation influence on manufacturing line and wafer device performance

NASA Astrophysics Data System (ADS)

Nistler, John L.; Spurlock, Kyle

1994-01-01

Cost effective manufacturing of devices at 0.5, 0.35 and 0.25μm geometries will be highly dependent on a companys' ability to obtain an economic return on investment. The high capital investment in equipment and facilities, not to mention the related chemical and wafer costs, for producing 200mm silicon wafers requires aspects of wafer processing to be tightly controlled. Reduction in errors and enhanced yield management requires early correction or avoidance of reticle problems. It is becoming increasingly important to recognize and track all pertinent factors impacting both the technical and financial viability of a wafer manufacturing fabrication area. Reticle related effects on wafer manufacturing can be costly and affect the total quality perceived by the device customer.

Getting the balance right-tackling the obesogenic environment by reducing unhealthy options in a hospital shop without affecting profit.

PubMed

Simpson, Nandi; Bartley, Angela; Davies, Alisha; Perman, Sarah; Rodger, Alison J

2018-04-07

UK hospitals have been criticized for fuelling obesity by allowing contracts with food retailers selling high fat and high-sugar products on hospital premises. We assessed the impact for a major retailer of increasing healthy food choices at their Royal Free London NHS Foundation Trust outlet. To assess the impact on sales, profit and acceptability to customers, a multi-component intervention based on behavioural insights theory was enacted over 2 months (November-December 2014) at the Royal Free site WHSmith. Sales data on all food and drink were assessed over three time periods: (i) 2 months immediately prior to, and (ii) immediately after the intervention, and (iii) the equivalent period 10 months later. Acceptability to customers was assessed via questionnaires, and profit assessed as a proxy for retailer satisfaction. Compared to the pre-intervention period, total sales increased immediately after the intervention, and again 10 months after the intervention. Sales of healthier options increased as a proportion of total sales following the intervention, sales of sweets and chocolates decreased, while the relative sales of other items remained similar. We demonstrated that healthier alternatives could be provided in a hospital retail premises without negatively affecting total sales, retailer or customer satisfaction.

Development of Operational Free-Space-Optical (FSO) Laser Communication Systems Final Report CRADA No. TC02093.0

DOE Office of Scientific and Technical Information (OSTI.GOV)

Ruggiero, A.; Orgren, A.

This project was a collaborative effort between Lawrence Livermore National Security, LLC (formerly The Regents of the University of California)/Lawrence Livermore National Laboratory (LLNL) and LGS Innovations, LLC (formerly Lucent Technologies, Inc.), to develop long-range and mobile operational free-space optical (FSO) laser communication systems for specialized government applications. LLNL and LGS Innovations formerly Lucent Bell Laboratories Government Communications Systems performed this work for a United States Government (USG) Intelligence Work for Others (I-WFO) customer, also referred to as "Government Customer", or "Customer" and "Government Sponsor." The CRADA was a critical and required part of the LLNL technology transfer plan formore » the customer.« less

Developing Tools and Techniques to Increase Communication Effectiveness

NASA Technical Reports Server (NTRS)

Hayes, Linda A.; Peterson, Doug

1997-01-01

The Public Affairs Office (PAO) of the Johnson Space Center (JSC) is responsible for communicating current JSC Space Program activities as well as goals and objectives to the American Public. As part of the 1996 Strategic Communications Plan, a review of PAO' s current communication procedures was conducted. The 1996 Summer Faculty Fellow performed research activities to support this effort by reviewing current research concerning NASA/JSC's customers' perceptions and interests, developing communications tools which enable PAO to more effectively inform JSC customers about the Space Program, and proposing a process for developing and using consistent messages throughout PAO. Note that this research does not attempt to change or influence customer perceptions or interests but, instead, incorporates current customer interests into PAO's communication process.

Facing Complaining Customer and Suppressed Emotion at Worksite Related to Sleep Disturbance in Korea

PubMed Central

2016-01-01

This study aimed to investigate the effect of facing complaining customer and suppressed emotion at worksite on sleep disturbance among working population. We enrolled 13,066 paid workers (male = 6,839, female = 6,227, age < 65 years) in the 3rd Korean Working Condition Survey (2011). The odds ratio (OR) and 95% confidence intervals (CI) for sleep disturbance occurrence were calculated using multiple logistic regression models. Among workers in working environments where they always engage complaining customers had a significantly higher risk for sleep disturbance than rarely group (The OR [95% CI]; 5.46 [3.43–8.68] in male, 5.59 [3.30–9.46] in female workers). The OR (95% CI) for sleep disturbance was 1.78 (1.16–2.73) and 1.63 (1.02–2.63), for the male and female groups always suppressing their emotions at the workplace compared with those rarely group. Compared to those who both rarely engaged complaining customers and rarely suppressed their emotions at work, the OR (CI) for sleep disturbance was 9.66 (4.34–20.80) and 10.17 (4.46–22.07), for men and women always exposed to both factors. Sleep disturbance was affected by interactions of both emotional demands (engaging complaining customers and suppressing emotions at the workplace). The level of emotional demand, including engaging complaining customers and suppressing emotions at the workplace is significantly associated with sleep disturbance among Korean working population. PMID:27709845

Facing Complaining Customer and Suppressed Emotion at Worksite Related to Sleep Disturbance in Korea.

PubMed

Lim, Sung Shil; Lee, Wanhyung; Hong, Kwanyoung; Jeung, Dayee; Chang, Sei Jin; Yoon, Jin Ha

2016-11-01

This study aimed to investigate the effect of facing complaining customer and suppressed emotion at worksite on sleep disturbance among working population. We enrolled 13,066 paid workers (male = 6,839, female = 6,227, age < 65 years) in the 3rd Korean Working Condition Survey (2011). The odds ratio (OR) and 95% confidence intervals (CI) for sleep disturbance occurrence were calculated using multiple logistic regression models. Among workers in working environments where they always engage complaining customers had a significantly higher risk for sleep disturbance than rarely group (The OR [95% CI]; 5.46 [3.43-8.68] in male, 5.59 [3.30-9.46] in female workers). The OR (95% CI) for sleep disturbance was 1.78 (1.16-2.73) and 1.63 (1.02-2.63), for the male and female groups always suppressing their emotions at the workplace compared with those rarely group. Compared to those who both rarely engaged complaining customers and rarely suppressed their emotions at work, the OR (CI) for sleep disturbance was 9.66 (4.34-20.80) and 10.17 (4.46-22.07), for men and women always exposed to both factors. Sleep disturbance was affected by interactions of both emotional demands (engaging complaining customers and suppressing emotions at the workplace). The level of emotional demand, including engaging complaining customers and suppressing emotions at the workplace is significantly associated with sleep disturbance among Korean working population.

The relationships among social capital, organisational commitment and customer-oriented prosocial behaviour of hospital nurses.

PubMed

Hsu, Chiu-Ping; Chang, Chia-Wen; Huang, Heng-Chiang; Chiang, Chi-Yun

2011-05-01

This study examines the perceptions of registered nurses of social capital, organisational commitment and customer-oriented prosocial behaviour. Additionally, this study also addresses a conceptual model for testing how registered nurses' perceptions of three types of social capital influence their organisational commitment, in turn intensifying customer-oriented prosocial behaviour, including role-prescribed customer service and extra-role customer service. Customer-oriented prosocial behaviour explains differences in job satisfaction and job performance. However, the critical role of customer orientation in the hospital setting has yet to be explored. Survey. The survey was conducted to obtain data from registered nurses working for a large Taiwanese medical centre, yielding 797 usable responses and a satisfactory response rate of 86.7%. The partial least squares method was adopted to obtain parameter estimates and test proposed hypotheses. The study measurements display satisfactory reliability, as well as both convergent and discriminant validities. All hypotheses were supported. Empirical results indicate that registered nurses' perceptions of social capital were significantly impacted the extent of organisational commitment, which in turn significantly influenced customer-oriented prosocial behaviour. By stimulating nursing staff commitment, health care providers can urge them to pursue organisational goals and provide high quality customer service. To enhance organisational commitment, health care managers should endeavour to create interpersonal interaction platforms in addition to simply offering material rewards. Nurses act as contact employees for their patient customers in the hospital, and they are required to provide patient safety and service quality. This study shows that nurses with high organisational commitment are willing to provide customer-oriented prosocial activities, which in turn enhances patient satisfaction. © 2011 Blackwell Publishing Ltd.

The QCDOC Project

NASA Astrophysics Data System (ADS)

Boyle, P.; Chen, D.; Christ, N.; Clark, M.; Cohen, S.; Cristian, C.; Dong, Z.; Gara, A.; Joo, B.; Jung, C.; Kim, C.; Levkova, L.; Liao, X.; Liu, G.; Li, S.; Lin, H.; Mawhinney, R.; Ohta, S.; Petrov, K.; Wettig, T.; Yamaguchi, A.

2005-03-01

The QCDOC project has developed a supercomputer optimised for the needs of Lattice QCD simulations. It provides a very competitive price to sustained performance ratio of around $1 USD per sustained Megaflop/s in combination with outstanding scalability. Thus very large systems delivering over 5 TFlop/s of performance on the evolution of a single lattice is possible. Large prototypes have been built and are functioning correctly. The software environment raises the state of the art in such custom supercomputers. It is based on a lean custom node operating system that eliminates many unnecessary overheads that plague other systems. Despite the custom nature, the operating system implements a standards compliant UNIX-like programming environment easing the porting of software from other systems. The SciDAC QMP interface adds internode communication in a fashion that provides a uniform cross-platform programming environment.

Bayesian modeling of consumer behavior in the presence of anonymous visits

NASA Astrophysics Data System (ADS)

Novak, Julie Esther

Tailoring content to consumers has become a hallmark of marketing and digital media, particularly as it has become easier to identify customers across usage or purchase occasions. However, across a wide variety of contexts, companies find that customers do not consistently identify themselves, leaving a substantial fraction of anonymous visits. We develop a Bayesian hierarchical model that allows us to probabilistically assign anonymous sessions to users. These probabilistic assignments take into account a customer's demographic information, frequency of visitation, activities taken when visiting, and times of arrival. We present two studies, one with synthetic and one with real data, where we demonstrate improved performance over two popular practices (nearest-neighbor matching and deleting the anonymous visits) due to increased efficiency and reduced bias driven by the non-ignorability of which types of events are more likely to be anonymous. Using our proposed model, we avoid potential bias in understanding the effect of a firm's marketing on its customers, improve inference about the total number of customers in the dataset, and provide more precise targeted marketing to both previously observed and unobserved customers.

Air medical referring customer satisfaction: a valuable insight.

PubMed

Fultz, J H; Coyle, C B; Reynolds, P W

1998-01-01

To remain competitive and survive, air medical programs must have a mechanism for obtaining customer feedback, especially when alternate transport options are available. The goal of this survey was to examine the air medical service's performance as perceived by customers requesting the transport. Surveys were mailed to 400 referring customers who had contact with the flight crew during the transition of patient care. The survey consisted of 16 statements evaluating the service by using a 4-point Likert scale, three demographic questions, one statement evaluating overall satisfaction, and two open-ended questions for comments or suggestions. Two hundred forty-four surveys were returned for a 61% responses rate. Results indicated referring customers are satisfied with the service provided Written comments and suggestions were divided into two categories, positive comments and suggestions for improvement. Three common themes were identified within the suggestions for improvement: crew rapport, communications, and operations. Suggested improvements were evaluated, and selected strategies were incorporated into program operation. Customer feedback furnishes valuable insight into their needs and perception of a service. Comments and suggestions for improvement can promote critical inquiry into service operation and provide a catalyst for improvement.

The performance and customization of SAPS 3 admission score in a Thai medical intensive care unit.

PubMed

Khwannimit, Bodin; Bhurayanontachai, Rungsun

2010-02-01

The aim of this study was to evaluate the performance of Simplified Acute Physiology Score 3 (SAPS 3) admission scores, both the original and a customized version, in mixed medical critically ill patients. A prospective cohort study was conducted over a 2-year period in the medical intensive care unit (MICU) of a tertiary referral university teaching hospital in Thailand. The probability of hospital mortality of the original SAPS 3 was calculated using the general and customized Australasia version (SAPS 3-AUS). The patients were randomly divided into equal calibration and validation groups for customization. A total of 1,873 patients were enrolled. The hospital mortality rate was 28.6%. The general equation of SAPS 3 had excellent discrimination with an area under the receiver operating characteristic curve of 0.933, but poor calibration with the Hosmer-Lemeshow goodness-of-fit H = 106.7 and C = 101.2 (P < 0.001), and it overestimated mortality with a standardized mortality ratio of 0.86 (95% confidence interval, 0.79-0.93). The calibration of SAPS 3-AUS was also poor. The customized SAPS 3 showed a good calibration of all patients in the validation group (H = 14, P = 0.17 and C = 11.3, P = 0.33) and all subgroups according to main diagnosis, age, gender and co-morbidities. The SAPS 3 provided excellent discrimination but poor calibration in our MICU. A first level customization of the SAPS 3 improved the calibration and could be used to predict mortality and quality assessment in our ICU or other ICUs with a similar case mix.

Fracture loads and failure modes of customized and non-customized zirconia abutments.

PubMed

Moris, Izabela Cristina Maurício; Chen, Yung-Chung; Faria, Adriana Cláudia Lapria; Ribeiro, Ricardo Faria; Fok, Alex Sui-Lun; Rodrigues, Renata Cristina Silveira

2018-05-05

This study aimed to evaluate the fracture load and pattern of customized and non-customized zirconia abutments with Morse-taper connection. 18 implants were divided into 3 groups according to the abutments used: Zr - with non-customized zirconia abutments; Zrc - with customized zirconia abutments; and Ti - with titanium abutments. To test their load capacity, a universal test machine with a 500-kgf load cell and a 0.5-mm/min speed were used. After, one implant-abutment assembly from each group was analyzed by Scanning Electron Microscopy (SEM). For fractographic analysis, the specimens were transversely sectioned above the threads of the abutment screw in order to examine their fracture surfaces using SEM. A significant difference was noted between the groups (Zr=573.7±11.66N, Zrc=768.0±8.72N and Ti=659.1±7.70N). Also, the zirconia abutments fractured while the titanium abutments deformed plastically. Zrc presented fracture loads significantly higher than Zr (p=0.009). All the zirconia abutments fractured below the implant platform, starting from the area of contact between the abutment and implant and propagating to the internal surface of the abutment. All the zirconia abutments presented complete cleavage in the mechanical test. Fractography detected differences in the position and pattern of fracture between the two groups with zirconia abutments, probably because of the different diameters in the transmucosal region. Customization of zirconia abutments did not affect their fracture loads, which were comparable to that of titanium and much higher than the maximum physiological limit for the anterior region of the maxilla. Copyright © 2018 The Academy of Dental Materials. Published by Elsevier Inc. All rights reserved.

High tech the old-fashioned way. An interview with Tom Siebel of Siebel Systems. Interview by Bronwyn Fryer.

PubMed

Siebel, T

2001-03-01

There is a growing awareness among corporations that the quality of the customer experience they provide directly affects their bottom line. Many are turning to high-flying software maker Siebel Systems for help in managing those relationships. The young company holds a leadership position in an explosive market-enterprise application software. But customer satisfaction, not dot-com chic, is foremost on the mind of Siebel Systems' founder, chairman, and CEO, Tom Siebel. The buttoned-down Siebel rejects the freewheeling management style and culture that characterize many Silicon Valley companies. As the former CEO of Gain Technology and a former executive at Oracle, Siebel believes in putting customers ahead of technology, discipline ahead of inspiration. In this interview, conducted at the company's San Mateo, California, headquarters, Siebel describes how this obsessive focus on customer satisfaction has been the driving force behind the company's success. He talks about how the organization remains true to its core values: a deep commitment to providing customer satisfaction; responsible fiscal practices that have created a cash-positive business amid today's cash-negative dot-coms; and general professionalism. "The notion of dressing in jeans and a T-shirt to greet the CEO of a major financial institution who just got off the plane from Munich is not acceptable," he says. Siebel Systems rejects the concept of going to war with rivals; instead, the CEO says, the company has forged an ecosystem of partnerships that allows it to support and integrate its own systems with other companies' software products and ultimately ease the customer's software installations. Indeed, Siebel says, the CEO's most important job is to understand what customers need and deliver that.

Overall Well-Being and Supervisor Ratings of Employee Performance, Accountability, Customer Service, Innovation, Prosocial Behavior, and Self-Development.

PubMed

Wu, Hao; Sears, Lindsay E; Coberley, Carter R; Pope, James E

2016-01-01

The aim of this study was to study the effects of overall well-being and well-being change on six supervisor-rated indicators of employee performance valued by organizations: overall performance, accountability, customer service, innovation, prosocial behavior, and self-development. The current study used two waves of well-being survey data collected over 2 years and supervisor performance ratings for 5691 employees. Ordinary least squares regression was conducted. Both well-being at baseline and two-year change in well-being were related to all six supervisor-rated performance dimensions, controlling for other employee characteristics. Overall well-being likely functioned as a resource enabling people to successfully perform across the specific areas highly valued by their company. Given this connection, well-being interventions could be used as a means to accomplish improved performance in dimensions that contribute to organizational performance.

Large-scale data analysis of power grid resilience across multiple US service regions

NASA Astrophysics Data System (ADS)

Ji, Chuanyi; Wei, Yun; Mei, Henry; Calzada, Jorge; Carey, Matthew; Church, Steve; Hayes, Timothy; Nugent, Brian; Stella, Gregory; Wallace, Matthew; White, Joe; Wilcox, Robert

2016-05-01

Severe weather events frequently result in large-scale power failures, affecting millions of people for extended durations. However, the lack of comprehensive, detailed failure and recovery data has impeded large-scale resilience studies. Here, we analyse data from four major service regions representing Upstate New York during Super Storm Sandy and daily operations. Using non-stationary spatiotemporal random processes that relate infrastructural failures to recoveries and cost, our data analysis shows that local power failures have a disproportionally large non-local impact on people (that is, the top 20% of failures interrupted 84% of services to customers). A large number (89%) of small failures, represented by the bottom 34% of customers and commonplace devices, resulted in 56% of the total cost of 28 million customer interruption hours. Our study shows that extreme weather does not cause, but rather exacerbates, existing vulnerabilities, which are obscured in daily operations.

[The fabrication and chroma study of a kind of custom shade guide with metal substrate].

PubMed

Chen, Ling; Liu, Xian; Xu, Li-qiang; Chao, Yong-lie; Liu, Wen-fang; Chen, Xiao-fang

2007-06-01

This study was to explore the chroma of a custom shade guide with metal substrate. A custom shade guide sample was fabricated using the central maxillary incisor as a model,which was corresponding to the colour of VITAPAN shade guide.The colour of each shade tab was measured with PR-650 spectrophotometer when every porcelain was added. From the opaque to glaze, the lightness was decreased and the chroma was increased distinctively; When the body porcelain were baked over their corresponding opaque, the lightness was decreased and the chroma was increased; When the enamel porcelain and the translucent porcelain were added on, the lightness and chroma were decreased slightly; the glaze could increase the lightness. The "add on" porcelain can affect the final color of the restoration, and the effects of each porcelain layer were different from each other.

Cultural perspectives of death, grief, and bereavement.

PubMed

Clements, Paul T; Vigil, Gloria J; Manno, Martin S; Henry, Gloria C; Wilks, Jonathan; Das Sarthak; Kellywood, Rosie; Foster, Wil

2003-07-01

The cultural makeup of the United States continues to change rapidly, and as minority groups continue to grow, these groups' beliefs and customs must be taken into account when examining death, grief, and bereavement. This article discusses the beliefs, customs, and rituals of Latino, African American, Navajo, Jewish, and Hindu groups to raise awareness of the differences health care professionals may encounter among their grieving clients. Discussion of this small sample of minority groups in the United States is not intended to cover all of the degrees of acculturation within each group. Cultural groups are not homogeneous, and individual variation must always be considered in situations of death, grief, and bereavement. However, because the customs, rituals, and beliefs of the groups to which they belong affect individuals' experiences of death, grief, and bereavement, health care professionals need to be open to learning about them to better understand and help.

76 FR 36950 - Self-Regulatory Organizations; The NASDAQ Stock Market LLC; Notice of Filing and Immediate...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-06-23

... making markets on NOM. Anti-internalization processing is available only to market makers and only on an... interest from the same firm when performing the same market making function. \\4\\ See, e.g., NASDAQ Rule... public customers. Options market makers generally do not display customer orders in market making...

The Effects of Task Clarification, Visual Prompts, and Graphic Feedback on Customer Greeting and Up-Selling in a Restaurant

ERIC Educational Resources Information Center

Squires, James; Wilder, David A.; Fixsen, Amanda; Hess, Erica; Rost, Kristen; Curran, Ryan; Zonneveld, Kimberly

2007-01-01

An intervention consisting of task clarification, visual prompts, and graphic feedback was evaluated to increase customer greeting and up-selling in a restaurant. A combination multiple baseline and reversal design was used to evaluate intervention effects. Although all interventions improved performance over baseline, the delivery of graphic…

77 FR 19391 - Notice of Proposed Intelligent Mail Indicia Performance Criteria With Request for Comments

Federal Register 2010, 2011, 2012, 2013, 2014

2012-03-30

... products designed to meet new customer needs for access to postage. In addition, changes within the United... opportunities for PES providers to propose new concepts, methods, and processes to enable customers to print pre... support the USPS PES Test and Evaluation Program (the ``Program''). The intent is for the volumes to fully...

19 CFR 24.16 - Overtime services; overtime compensation and premium pay for Customs Officers; rate of compensation.

Code of Federal Regulations, 2013 CFR

2013-04-01

... the officer to return to a place of work. (5) “Commute compensation” means the compensation which a... certain conditions, to perform an overtime work assignment. Commute compensation, within the limits... maximum, in effect for the year involved, in overtime and premium pay a Customs Officer shall receive in...

19 CFR 24.16 - Overtime services; overtime compensation and premium pay for Customs Officers; rate of compensation.

Code of Federal Regulations, 2011 CFR

2011-04-01

... the officer to return to a place of work. (5) “Commute compensation” means the compensation which a... certain conditions, to perform an overtime work assignment. Commute compensation, within the limits... maximum, in effect for the year involved, in overtime and premium pay a Customs Officer shall receive in...

19 CFR 24.16 - Overtime services; overtime compensation and premium pay for Customs Officers; rate of compensation.

Code of Federal Regulations, 2010 CFR

2010-04-01

... the officer to return to a place of work. (5) “Commute compensation” means the compensation which a... certain conditions, to perform an overtime work assignment. Commute compensation, within the limits... maximum, in effect for the year involved, in overtime and premium pay a Customs Officer shall receive in...

19 CFR 24.16 - Overtime services; overtime compensation and premium pay for Customs Officers; rate of compensation.

Code of Federal Regulations, 2014 CFR

2014-04-01

... the officer to return to a place of work. (5) “Commute compensation” means the compensation which a... certain conditions, to perform an overtime work assignment. Commute compensation, within the limits... maximum, in effect for the year involved, in overtime and premium pay a Customs Officer shall receive in...

19 CFR 24.16 - Overtime services; overtime compensation and premium pay for Customs Officers; rate of compensation.

Code of Federal Regulations, 2012 CFR

2012-04-01

... the officer to return to a place of work. (5) “Commute compensation” means the compensation which a... certain conditions, to perform an overtime work assignment. Commute compensation, within the limits... maximum, in effect for the year involved, in overtime and premium pay a Customs Officer shall receive in...

Coming up short on nonfinancial performance measurement.

PubMed

Ittner, Christopher D; Larcker, David F

2003-11-01

Companies in increasing numbers are measuring customer loyalty, employee satisfaction, and other nonfinancial areas of performance that they believe affect profitability. But they've failed to relate these measures to their strategic goals or establish a connection between activities undertaken and financial outcomes achieved. Failure to make such connections has led many companies to misdirect their investments and reward ineffective managers. Extensive field research now shows that businesses make some common mistakes when choosing, analyzing, and acting on their nonfinancial measures. Among these mistakes: They set the wrong performance targets because they focus too much on short-term financial results, and they use metrics that lack strong statistical validity and reliability. As a result, the companies can't demonstrate that improvements in nonfinancial measures actually affect their financial results. The authors lay out a series of steps that will allow companies to realize the genuine promise of nonfinancial performance measures. First, develop a model that proposes a causal relationship between the chosen nonfinancial drivers of strategic success and specific outcomes. Next, take careful inventory of all the data within your company. Then use established statistical methods for validating the assumed relationships and continue to test the model as market conditions evolve. Finally, base action plans on analysis of your findings, and determine whether those plans and their investments actually produce the desired results. Nonfinancial measures will offer little guidance unless you use a process for choosing and analyzing them that relies on sophisticated quantitative and qualitative inquiries into the factors actually contributing to economic results.

Quality evaluation in health care services based on customer-provider relationships.

PubMed

Eiriz, Vasco; Figueiredo, José António

2005-01-01

To develop a framework for evaluating the quality of Portuguese health care organisations based on the relationship between customers and providers, to define key variables related to the quality of health care services based on a review of the available literature, and to establish a conceptual framework in order to test the framework and variables empirically. Systematic review of the literature. Health care services quality should not be evaluated exclusively by customers. Given the complexity, ambiguity and heterogeneity of health care services, the authors develop a framework for health care evaluation based on the relationship between customers (patients, their relatives and citizens) and providers (managers, doctors, other technical staff and non-technical staff), and considering four quality items (customer service orientation, financial performance, logistical functionality and level of staff competence). This article identifies important changes in the Portuguese health care industry, such as the ownership of health care providers. At the same time, customers are changing their attitudes towards health care, becoming much more concerned and demanding of health services. These changes are forcing Portuguese private and public health care organisations to develop more marketing-oriented services. This article recognises the importance of quality evaluation of health care services as a means of increasing customer satisfaction and organisational efficiency, and develops a framework for health care evaluation based on the relationship between customers and providers.

Customizing FP-growth algorithm to parallel mining with Charm++ library

NASA Astrophysics Data System (ADS)

Puścian, Marek

2017-08-01

This paper presents a frequent item mining algorithm that was customized to handle growing data repositories. The proposed solution applies Master Slave scheme to frequent pattern growth technique. Efficient utilization of available computation units is achieved by dynamic reallocation of tasks. Conditional frequent trees are assigned to parallel workers basing on their workload. Proposed enhancements have been successfully implemented using Charm++ library. This paper discusses results of the performance of parallelized FP-growth algorithm against different datasets. The approach has been illustrated with many experiments and measurements performed using multiprocessor and multithreaded computer.

Facilitating NASA's Use of GEIA-STD-0005-1, Performance Standard for Aerospace and High Performance Electronic Systems Containing Lead-Free Solder

NASA Technical Reports Server (NTRS)

Plante, Jeannete

2010-01-01

GEIA-STD-0005-1 defines the objectives of, and requirements for, documenting processes that assure customers and regulatory agencies that AHP electronic systems containing lead-free solder, piece parts, and boards will satisfy the applicable requirements for performance, reliability, airworthiness, safety, and certify-ability throughout the specified life of performance. It communicates requirements for a Lead-Free Control Plan (LFCP) to assist suppliers in the development of their own Plans. The Plan documents the Plan Owner's (supplier's) processes, that assure their customer, and all other stakeholders that the Plan owner's products will continue to meet their requirements. The presentation reviews quality assurance requirements traceability and LFCP template instructions.

Influence of custom-made implant designs on the biomechanical performance for the case of immediate post-extraction placement in the maxillary esthetic zone: a finite element analysis.

PubMed

Chen, Jianyu; Zhang, Zhiguang; Chen, Xianshuai; Zhang, Xiao

2017-05-01

Due to the increasing adoption of immediate implantation strategies and the rapid development of the computer aided design/computer aided manufacturing technology, a therapeutic concept based on patient-specific implant dentistry has recently been reintroduced by many researchers. However, little information is available on the designs of custom-made dental implant systems, especially their biomechanical behavior. The influence of the custom-made implant designs on the biomechanical performance for both an immediate and a delayed loading protocol in the maxillary esthetic zone was evaluated by means of the finite element (FE) method. FE models of three dental implants were considered: a state of the art cylindrical implant and two custom-made implants designed by reverse engineering technology, namely a root-analogue implant and a root-analogue threaded implant. The von Mises stress distributions and micro-motions around the bone-implant interfaces were calculated using ANSYS software. In a comparison of the three implant designs for both loading protocols, a favorable biomechanical performance was observed for the use of root-analogue threaded implant which approximated the geometry of natural anterior tooth and maintained the original long-axis. The results indicated that bone-implant interfacial micro-motion was reduced and a favorable stress distribution after osseointegration was achieved.

A comparison of kinematic algorithms to estimate gait events during overground running.

PubMed

Smith, Laura; Preece, Stephen; Mason, Duncan; Bramah, Christopher

2015-01-01

The gait cycle is frequently divided into two distinct phases, stance and swing, which can be accurately determined from ground reaction force data. In the absence of such data, kinematic algorithms can be used to estimate footstrike and toe-off. The performance of previously published algorithms is not consistent between studies. Furthermore, previous algorithms have not been tested at higher running speeds nor used to estimate ground contact times. Therefore the purpose of this study was to both develop a new, custom-designed, event detection algorithm and compare its performance with four previously tested algorithms at higher running speeds. Kinematic and force data were collected on twenty runners during overground running at 5.6m/s. The five algorithms were then implemented and estimated times for footstrike, toe-off and contact time were compared to ground reaction force data. There were large differences in the performance of each algorithm. The custom-designed algorithm provided the most accurate estimation of footstrike (True Error 1.2 ± 17.1 ms) and contact time (True Error 3.5 ± 18.2 ms). Compared to the other tested algorithms, the custom-designed algorithm provided an accurate estimation of footstrike and toe-off across different footstrike patterns. The custom-designed algorithm provides a simple but effective method to accurately estimate footstrike, toe-off and contact time from kinematic data. Copyright © 2014 Elsevier B.V. All rights reserved.

3D modeling, custom implants and its future perspectives in craniofacial surgery

PubMed Central

Parthasarathy, Jayanthi

2014-01-01

Custom implants for the reconstruction of craniofacial defects have gained importance due to better performance over their generic counterparts. This is due to the precise adaptation to the region of implantation, reduced surgical times and better cosmesis. Application of 3D modeling in craniofacial surgery is changing the way surgeons are planning surgeries and graphic designers are designing custom implants. Advances in manufacturing processes and ushering of additive manufacturing for direct production of implants has eliminated the constraints of shape, size and internal structure and mechanical properties making it possible for the fabrication of implants that conform to the physical and mechanical requirements of the region of implantation. This article will review recent trends in 3D modeling and custom implants in craniofacial reconstruction. PMID:24987592

Inter-Regional Performance of the Public Health System in a High-Inequality Country

PubMed Central

Gramani, Maria Cristina

2014-01-01

Previous cross-country studies have revealed a relationship between health and socio-economic factors. However, multinational studies that use aggregate figures could obfuscate the actual situation in each individual region, or even in each individual federal unit, mainly in a developing country that spans a continent and has large socioeconomic inequalities. We conducted a within-country study, in Brazil, of health system performance that examined data in the four perspectives that most strongly affect the performance of public health systems: financial, customer, internal processes and learning&growth. After estimating the interregional health system performance from each perspective, we identified the determinants of inefficiency (i.e., the factors that have the greatest potential for improvement in each region). The results showed that the major determinants of inefficiency in the less efficient regions (N and NE) are concentrated in the perspective of learning&growth (the number of health professionals and the number of graduates with a health-related undergraduate degree) and, in the regions with the best performance (S and SE) the major determinants of inefficiency are concentrated in the financial perspective (spending on health care and the amount paid for hospitalization). PMID:24466201

Economic Analysis Case Studies of Battery Energy Storage with SAM

DOE Office of Scientific and Technical Information (OSTI.GOV)

DiOrio, Nicholas; Dobos, Aron; Janzou, Steven

2015-11-01

Interest in energy storage has continued to increase as states like California have introduced mandates and subsidies to spur adoption. This energy storage includes customer sited behind-the-meter storage coupled with photovoltaics (PV). This paper presents case study results from California and Tennessee, which were performed to assess the economic benefit of customer-installed systems. Different dispatch strategies, including manual scheduling and automated peak-shaving were explored to determine ideal ways to use the storage system to increase the system value and mitigate demand charges. Incentives, complex electric tariffs, and site specific load and PV data were used to perform detailed analysis. Themore » analysis was performed using the free, publically available System Advisor Model (SAM) tool. We find that installation of photovoltaics with a lithium-ion battery system priced at $300/kWh in Los Angeles under a high demand charge utility rate structure and dispatched using perfect day-ahead forecasting yields a positive net-present value, while all other scenarios cost the customer more than the savings accrued. Different dispatch strategies, including manual scheduling and automated peak-shaving were explored to determine ideal ways to use the storage system to increase the system value and mitigate demand charges. Incentives, complex electric tariffs, and site specific load and PV data were used to perform detailed analysis. The analysis was performed using the free, publically available System Advisor Model (SAM) tool. We find that installation of photovoltaics with a lithium-ion battery system priced at $300/kWh in Los Angeles under a high demand charge utility rate structure and dispatched using perfect day-ahead forecasting yields a positive net-present value, while all other scenarios cost the customer more than the savings accrued.« less

Seamless service: research and action.

PubMed

Grinstead, N; Timoney, R

1994-01-01

Describes the process used by the Mater Infirmorum Hospital in Belfast in 1992-1994 to achieve high quality care (Seamless Service), and motivate staff to deliver and measure performance. Aims of the project include focusing the organization on the customer, improving teamwork and motivation at all levels. After comprehensive data collection from GPs, patients and staff forums developed a full TQM strategy to gain support and maintain momentum including innovative staff events (every staff member was given the opportunity to attend) where multilevel, multidisciplinary workshops enabled staff to design customer care standards, develop teams and lead customer-driven change.

Nucleic acid amplification using modular branched primers

DOEpatents

Ulanovsky, Levy; Raja, Mugasimangalam C.

2001-01-01

Methods and compositions expand the options for making primers for use in amplifying nucleic acid segments. The invention eliminates the step of custom synthesis of primers for Polymerase Chain Reactions (PCR). Instead of being custom-synthesized, a primer is replaced by a combination of several oligonucleotide modules selected from a pre-synthesized library. A modular combination of just a few oligonucleotides essentially mimics the performance of a conventional, custom-made primer by matching the sequence of the priming site in the template. Each oligonucleotide module has a segment that matches one of the stretches within the priming site.

Effect of Custom-Molded Foot Orthoses on Foot Pain and Balance in Children With Symptomatic Flexible Flat Feet

PubMed Central

Lee, Hong-Jae; Lim, Kil-Byung; Yoo, JeeHyun; Yun, Hyun-Ju; Jeong, Tae-Ho

2015-01-01

Objective To evaluate the effect of custom-molded foot orthoses on foot pain and balance in children with symptomatic flexible flat foot 1 month and 3 months after fitting foot orthosis. Method A total of 24 children over 6 years old with flexible flat feet and foot pain for at least 6 months were recruited for this study. Their resting calcaneal stance position and calcaneal pitch angle were measured. Individual custom-molded rigid foot orthoses were prescribed using inverted orthotic technique to control foot overpronation. Pain questionnaire was used to obtain pain sites, degree, and frequency. Balancing ability was determined using computerized posturography. These evaluations were performed prior to custom-molded foot orthoses, 1 month, and 3 months after fitting foot orthoses. Result Of 24 children with symptomatic flexible flat feet recruited for this study, 20 completed the study. Significant (p<0.001) improvements in pain degree and frequency were noted after 1 and 3 months of custom-molded foot orthoses. In addition, significant (p<0.05) improvement in balancing ability was found after 3 months of custom-molded foot orthoses. Conclusion Short-term use of custom-molded foot orthoses significantly improved foot pain and balancing ability in children with symptomatic flexible flat foot. PMID:26798604

Portfolio-Scale Optimization of Customer Energy Efficiency Incentive and Marketing: Cooperative Research and Development Final Report, CRADA Number CRD-13-535

DOE Office of Scientific and Technical Information (OSTI.GOV)

Brackney, Larry J.

North East utility National Grid (NGrid) is developing a portfolio-scale application of OpenStudio designed to optimize incentive and marketing expenditures for their energy efficiency (EE) programs. NGrid wishes to leverage a combination of geographic information systems (GIS), public records, customer data, and content from the Building Component Library (BCL) to form a JavaScript Object Notation (JSON) input file that is consumed by an OpenStudio-based expert system for automated model generation. A baseline model for each customer building will be automatically tuned using electricity and gas consumption data, and a set of energy conservation measures (ECMs) associated with each NGrid incentivemore » program will be applied to the model. The simulated energy performance and return on investment (ROI) will be compared with customer hurdle rates and available incentives to A) optimize the incentive required to overcome the customer hurdle rate and B) determine if marketing activity associated with the specific ECM is warranted for that particular customer. Repeated across their portfolio, this process will enable NGrid to substantially optimize their marketing and incentive expenditures, targeting those customers that will likely adopt and benefit from specific EE programs.« less

Custom Sky-Image Mosaics from NASA's Information Power Grid

NASA Technical Reports Server (NTRS)

Jacob, Joseph; Collier, James; Craymer, Loring; Curkendall, David

2005-01-01

yourSkyG is the second generation of the software described in yourSky: Custom Sky-Image Mosaics via the Internet (NPO-30556), NASA Tech Briefs, Vol. 27, No. 6 (June 2003), page 45. Like its predecessor, yourSkyG supplies custom astronomical image mosaics of sky regions specified by requesters using client computers connected to the Internet. Whereas yourSky constructs mosaics on a local multiprocessor system, yourSkyG performs the computations on NASA s Information Power Grid (IPG), which is capable of performing much larger mosaicking tasks. (The IPG is high-performance computation and data grid that integrates geographically distributed 18 NASA Tech Briefs, September 2005 computers, databases, and instruments.) A user of yourSkyG can specify parameters describing a mosaic to be constructed. yourSkyG then constructs the mosaic on the IPG and makes it available for downloading by the user. The complexities of determining which input images are required to construct a mosaic, retrieving the required input images from remote sky-survey archives, uploading the images to the computers on the IPG, performing the computations remotely on the Grid, and downloading the resulting mosaic from the Grid are all transparent to the user

Focal plane subsystem design and performance for atmospheric chemistry from geostationary orbit tropospheric emissions monitoring of pollution

NASA Astrophysics Data System (ADS)

Gilmore, A. S.; Philbrick, R. H.; Funderburg, J.

2017-09-01

Remote sensing of pollutants are enabled from a satellite in a geostationary orbit containing an imaging spectrometer encompassing the wavelength ranges of 290 - 490 nm and 540 - 740 nm. As the first of NASA's Earth Venture Instrument Program, the Tropospheric Emissions: Monitoring of Pollution (TEMPO) program will utilize this instrument to measure hourly air quality over a large portion of North America. The focal plane subsystem (FPS) contains two custom designed and critically aligned full frame transfer charge coupled devices (active area: 1028 x 2048, 18 μm) within a focal plane array package designed for radiation tolerance and space charging rejection. In addition, the FPS contains custom distributed focal plane electronics that provide all necessary clocks and biases to the sensors, receives all analog data from the sensors and performs 14 bit analog to digital conversion for upstream processing. Finally, the FPS encompasses custom low noise cables connecting the focal plane array and associated electronics. This paper discusses the design and performance of this novel focal plane subsystem with particular emphasis on the optical performance achieved including alignment, quantum efficiency, and modulation transfer function.

Effects of foot orthoses with medial arch support and lateral wedge on knee adduction moment in patients with medial knee osteoarthritis.

PubMed

Dessery, Yoann; Belzile, Étienne; Turmel, Sylvie; Corbeil, Philippe

2017-08-01

There is contradictory evidence regarding whether the addition of medial arch supports to laterally wedged insoles reduces knee adduction moment, improves comfort, and reduces knee pain during the late stance phase of gait. To verify if such effects occur in participants with medial knee osteoarthritis. Randomized single-blinded study. Gait analysis was performed on 18 patients affected by medial knee osteoarthritis. Pain and comfort scores, frontal plane kinematics and kinetics of ankle, knee, and hip were compared in four conditions: without foot orthosis, with foot orthoses, with medial arch support, and with foot orthoses with medial arch support and lateral wedge insoles with 6° and 10° inclination. Lower-extremity gait kinetics were characterized by a significant decrease, greater than 6%, in second peak knee adduction moment in laterally wedged insole conditions compared to the other conditions ( p < 0.001; effect size = 0.6). No significant difference in knee adduction moment was observed between laterally wedged insole conditions. In contrast, a significant increase of 7% in knee adduction moment during the loading response was observed in the customized foot orthoses without lateral inclination condition ( p < 0.001; effect size = 0.3). No difference was found in comfort or pain ratings between conditions. Our study suggests that customized foot orthoses with a medial arch support may only be suitable for the management of medial knee osteoarthritis when a lateral wedge is included. Clinical relevance Our data suggest that customized foot orthoses with medial arch support and a lateral wedge reduce knee loading in patients with medial knee osteoarthritis (KOA). We also found evidence that medial arch support may increase knee loading, which could potentially be detrimental in KOA patients.

Spectacle wearing in children randomised to ready-made or custom spectacles, and potential cost savings to programmes: study protocol for a randomised controlled trial.

PubMed

Morjaria, Priya; Murali, Kaushik; Evans, Jennifer; Gilbert, Clare

2016-01-19

Uncorrected refractive errors are the commonest cause of visual impairment in children, with myopia being the most frequent type. Myopia usually starts around 9 years of age and progresses throughout adolescence. Hyperopia usually affects younger children, and astigmatism affects all age groups. Many children have a combination of myopia and astigmatism. To correct refractive errors, the type and degree of refractive error are measured and appropriate corrective lenses prescribed and dispensed in the spectacle frame of choice. Custom spectacles (that is, with the correction specifically required for that individual) are required if astigmatism is present, and/or the refractive error differs between eyes. Spectacles without astigmatic correction and where the refractive error is the same in both eyes are straightforward to dispense. These are known as 'ready-made' spectacles. High-quality spectacles of this type can be produced in high volume at an extremely low cost. Although spectacle correction improves visual function, a high proportion of children do not wear their spectacles for a variety of reasons. The aim of this study is to compare spectacle wear at 3-4 months amongst school children aged 11 to 15 years who have significant, simple uncorrected refractive error randomised to ready-made or custom spectacles of equivalent quality, and to evaluate cost savings to programmes. The study will take place in urban and semi-urban government schools in Bangalore, India. The hypothesis is that similar proportions of children randomised to ready-made or custom spectacles will be wearing their spectacles at 3-4 months. The trial is a randomised, non-inferiority, double masked clinical trial of children with simple uncorrected refractive errors. After screening, children will be randomised to ready-made or custom spectacles. Children will choose their preferred frame design. After 3-4 months the children will be followed up to assess spectacle wear. Ready-made spectacles have benefits for providers as well as parents and children, as a wide range of prescriptions and frame types can be taken to schools and dispensed immediately. In contrast, custom spectacles have to be individually made up in optical laboratories, and taken back to the school and given to the correct child. ISRCTN14715120 (Controlled-Trials.com) Date registered: 04 February 2015.