Chief Knowledge Officers? Perceptions, Pitfalls, & Potential.

ERIC Educational Resources Information Center

Corcoran, Mary; Jones, Rebecca

1997-01-01

Argues that few librarians possess the needed competencies to fill the role of "chief knowledge officer" or "knowledge executive." Outlines executive competencies required: communications, leadership, experience, financial management, customer focus, entrepreneurial insight, and information technology grounding; examines gaps…

Technology usage, quality management system, and service quality in Thailand.

PubMed

Sivabrovornvatana, Nilubon; Siengthai, Sununta; Krairit, Donyaprueth; Paul, Himangshu

2005-01-01

This article aims to explore the relationship between technology and quality management for enhancing Thai hospital service quality. The paper presents the findings of an exploratory study that investigates service quality from the customer and service provider perception. In-depth interviews were conducted with respondents in Thai hospitals. The interviews explored service-related factors that patients and service providers perceive to be important for hospital services. The first interview group consisted of professionals as internal customers in direct contact with external customers, while the second group consisted of external customers of the same hospitals. The study's outcomes clearly suggest factors that make significant contribution to service quality. These factors can be categorized according to five SERVQUAL dimensions (reliability, responsiveness, assurance, empathy, and tangibility), although some factors required slightly different interpretation. The findings suggest that hospitals can develop an appropriate approach to their advantage, which can yield sustainable improvement in service quality as perceived by patients and professionals. Hospitals can make better quality decisions based on structured measurement and knowledge. It is recommended that managers apply this knowledge for successful implementation of activities related to service quality in their organizations.

Using Knowledge Management to Revise Software-Testing Processes

ERIC Educational Resources Information Center

Nogeste, Kersti; Walker, Derek H. T.

2006-01-01

Purpose: This paper aims to use a knowledge management (KM) approach to effectively revise a utility retailer's software testing process. This paper presents a case study of how the utility organisation's customer services IT production support group improved their test planning skills through applying the American Productivity and Quality Center…

Creating world-class supply chains.

PubMed

Katzorke, M; Lee, W B

2000-08-01

This article will share knowledge in two areas: The elements of world-class supply chains and the linking processes from customers' customers to suppliers' suppliers and the management approaches needed to engage the people and the organization in an effective implementation process to achieve world-class status.

The Relationship Between the Customer Relationship Management and Patients' Loyalty to Hospitals.

PubMed

Hajikhani, Shadi; Tabibi, Seyed Jamaledin; Riahi, Leila

2015-06-25

Customer Relationship Management (CRM) with its various components has been considered as a tool causing customers' loyalty. The present study aims to investigate the relationship between the various components of customer relationship management and patients' loyalty to the place of their treatment. This cross sectional and descriptive-analytical study was conducted among nurses and hospitalized patients in inpatient wards in selected hospitals in 2014. Using the stratified random sampling method, 224 valid and reliable researcher-drafted questionnaires were completed for CRM by nurses and 359 questionnaires were completed by patients for patients' loyalty in the studied wards. Data were analyzed using the SPSS(20) software. There was no statistically significant relationship between the level of patients' loyalty and organizational indicators, information technology and knowledge management (P Value>0.05). However, there was a statistically significant relationship between loyalty and the dimensions of the service process (P Value=0.04), human resources (P Value=0.002) and CRM (P Value=0.038). The strength of these relationships were 34, 40 and 36 percent, respectively all of which were positive. Customer Relationship Management is a tool for improving influencing factors on patients' satisfaction and loyalty. Therefore, attempts to implement customer relationship management as a process for improving hospitals performance and improving communication between service providers in hospitals and customers leading to enhance patients' loyalty should be taken into account by managers and policy makers in the health sectors.

Implementing Knowledge Management as a Strategic Initiative

DTIC Science & Technology

2003-12-01

Quality Management (TQM); Development Metrics Standards; Philosophy Hierarchical, Centralized or Decentralized; Sociolinguistics ...disciplines of operations research, logic, psychology, philosophy, sociolinguistics , management science, management information science, organizational...needs of customers for America and its Allies.” (CECOM AC Strategic Plan, 2001) Given the mission and vision statements, an organization needs to

Cross-Generational Knowledge Flows in Edge Organizations: Research in Progress

DTIC Science & Technology

2007-06-01

organizational knowledge management. A storytelling culture through formal and informal mechanism should reflect organizational story- times and story-places...customer’s language; Role-play; Show empathy ; Measure customer satisfaction. Values and Motivation Aldisert, 1999 Generational distinctions Matures: born

[Focus on the customer: an essential tool in management competence in nursing].

PubMed

Ruthes, Rosa Maria; Feldman, Liliane Bauer; Cunha, Isabel Cristina Kowal Olm

2010-01-01

Reflection about a doctorate's thesis. It was carried through an abstraction of the described theory by specialist authors in thematic, a transposition for the practical of competency management in nursing. The essential competency shows attributes of knowledge, ability and attitude - called CHA, to add value to the organization of health with focus in the customer. It is essential to awake in all the team, the responsibility and real concern with the patient, family and visitors. The professional constitutes oneself as the inspired leader of its group. The management competency of the nurse can give change to the development of the human resources and promote the enchantment in the attendance of the customers, making the difference in the health organizations.

Integration of an OWL-DL knowledge base with an EHR prototype and providing customized information.

PubMed

Jing, Xia; Kay, Stephen; Marley, Tom; Hardiker, Nicholas R

2014-09-01

When clinicians use electronic health record (EHR) systems, their ability to obtain general knowledge is often an important contribution to their ability to make more informed decisions. In this paper we describe a method by which an external, formal representation of clinical and molecular genetic knowledge can be integrated into an EHR such that customized knowledge can be delivered to clinicians in a context-appropriate manner.Web Ontology Language-Description Logic (OWL-DL) is a formal knowledge representation language that is widely used for creating, organizing and managing biomedical knowledge through the use of explicit definitions, consistent structure and a computer-processable format, particularly in biomedical fields. In this paper we describe: 1) integration of an OWL-DL knowledge base with a standards-based EHR prototype, 2) presentation of customized information from the knowledge base via the EHR interface, and 3) lessons learned via the process. The integration was achieved through a combination of manual and automatic methods. Our method has advantages for scaling up to and maintaining knowledge bases of any size, with the goal of assisting clinicians and other EHR users in making better informed health care decisions.

What Does Industry Really Want in a Knowledge Management System? A Longitudinal Study of Taiwanese Case

NASA Astrophysics Data System (ADS)

Yang, Liang-Chih; Lu, Hsi-Peng

This paper depicts a longitudinal investigation of knowledge management system development from industrial perspectives. Snapshots on three surveys (2002, 2006, and 2010) of Taiwanese companies were conducted and compared, which is to explore the perceived understandings and requirements for the applications of a knowledge management system.From the surveys, it was found that the most useful applications were document management, knowledge search and retrieval, and knowledge repository and map. The emerging applications were expert management, document security, and knowledge automation such as auto-classification, auto-abstract and auto-keyword generation. The most wanted services along with KMS were consulting service, success story-sharing, and modularization while deploying knowledge management system in the enterprises. The trends and transformation of a KM system were also collected and analyzed. We suggest that a company should use different knowledge management approach according to its corporate main business function. Combing intellectual capital theories proposed by other researchers, we categorize knowledge management focus as staff-centric, system-centric, and customer-centric knowledge from industrial perspectives.

The Relationship Between the Customer Relationship Management and Patients’ Loyalty to Hospitals

PubMed Central

Hajikhani, Shadi; Tabibi, Seyed Jamaledin; Riahi, Leila

2016-01-01

Background and Aim: Customer Relationship Management (CRM) with its various components has been considered as a tool causing customers’ loyalty. The present study aims to investigate the relationship between the various components of customer relationship management and patients’ loyalty to the place of their treatment. Methods: This cross sectional and descriptive-analytical study was conducted among nurses and hospitalized patients in inpatient wards in selected hospitals in 2014. Using the stratified random sampling method, 224 valid and reliable researcher-drafted questionnaires were completed for CRM by nurses and 359 questionnaires were completed by patients for patients’ loyalty in the studied wards. Data were analyzed using the SPSS20 software. Results: There was no statistically significant relationship between the level of patients’ loyalty and organizational indicators, information technology and knowledge management (P Value>0.05). However, there was a statistically significant relationship between loyalty and the dimensions of the service process (P Value=0.04), human resources (P Value=0.002) and CRM (P Value=0.038). The strength of these relationships were 34, 40 and 36 percent, respectively all of which were positive. Conclusion: Customer Relationship Management is a tool for improving influencing factors on patients’ satisfaction and loyalty. Therefore, attempts to implement customer relationship management as a process for improving hospitals performance and improving communication between service providers in hospitals and customers leading to enhance patients’ loyalty should be taken into account by managers and policy makers in the health sectors. PMID:26493416

Food Allergy Knowledge and Attitudes of Restaurant Managers and Staff: An EHS-Net Study

PubMed Central

Radke, Taylor J.; Brown, Laura G.; Hoover, E. Rickamer; Faw, Brenda V.; Reimann, David; Wong, Melissa R.; Nicholas, David; Barkley, Jonathan; Ripley, Danny

2016-01-01

Dining outside of the home can be difficult for persons with food allergies who must rely on restaurant staff to properly prepare allergen-free meals. The purpose of this study was to understand and identify factors associated with food allergy knowledge and attitudes among restaurant managers, food workers, and servers. This study was conducted by the Environmental Health Specialists Network (EHS-Net), a collaborative forum of federal, state, and local environmental health specialists working to understand the environmental factors associated with food safety issues. EHS-Net personnel collected data from 278 randomly selected restaurants through interviews with restaurant managers, food workers, and servers. Results indicated that managers, food workers, and servers were generally knowledgeable and had positive attitudes about accommodating customers’ food allergies. However, we identified important gaps, such as more than 10% of managers and staff believed that a person with a food allergy can safely consume a small amount of that allergen. Managers and staff also had lower confidence in their restaurant’s ability to properly respond to a food allergy emergency. The knowledge and attitudes of all groups were higher at restaurants that had a specific person to answer food allergy questions and requests or a plan for answering questions from food allergic customers. However, food allergy training was not associated with knowledge in any of the groups but was associated with manager and server attitudes. Based on these findings, we encourage restaurants to be proactive by training staff about food allergies and creating plans and procedures to reduce the risk of a customer having a food allergic reaction. PMID:28221943

Project Management Meets Change Management - A Success Story. Focus Area: Tech Perspectives TI012SN

NASA Technical Reports Server (NTRS)

Hall, Wayne

2011-01-01

Utilizing the concepts and terminology from Project Management, the process of planning and executing a Change Management (CM) Infrastructure improvement project is described. The primary audience for this presentation includes both experienced and relatively new CM administrators and their managers. It also includes anyone with an interest in the application of project management knowledge to CM administration. There are several benefits: the complexity of the CM tool technology is more manageable, CM administrators get to use project management knowledge to complete a project (not "firefighting"), improve relations with your customers (that means developers and managers), and get the opportunity to do it again.

Measuring Intangible Assets: Assessing the Impact of Knowledge Management in the S&T Fight Against Terrorism

DTIC Science & Technology

2009-12-01

standards for assessing the value of intangible assets or intellectual capital. Historically, a number of frameworks have evolved, each with a ...different focus and a different assessment methodology. In order to assess that knowledge management initiatives contributed to the fight against...terrorism in Canada, a results-based framework was selected, customized and applied to CRTI ( a networked science and technology program to counter

A Technical Infrastructure to Integrate Dynamics AX ERP and CRM into University Curriculum

ERIC Educational Resources Information Center

Wimmer, Hayden; Hall, Kenneth

2016-01-01

Enterprise Resource Planning and Customer Relationship Management are becoming important topics at the university level, and are increasingly receiving course-level attention in the curriculum. In fact, the Information Systems Body of Knowledge specifically identifies Enterprise Architecture as an Information Systems-specific knowledge area. The…

Community Stories and Institutional Stewardship: Digital Curation's Dual Roles of Story Creation and Resource Preservation

ERIC Educational Resources Information Center

Kunda, Sue; Anderson-Wilk, Mark

2011-01-01

Our institutions of record are facing a new digital knowledge management challenge: stakeholder communities are now expecting customized Web interfaces to institutional knowledge repositories, online environments where community members can contribute content and see themselves represented, as well as access archived resources. Digital curation…

Supervisors matter more than you think: components of a mission-centered organizational climate.

PubMed

Butcher, A H

1994-01-01

A study was conducted in a medical center among a diverse sample of employees to examine whether components of organizational climate related to workers' knowledge of the organization's mission and mission-centered values. Findings supported a mediated relationship between supervisor behaviors, mission knowledge, and customer service orientation (the organization's key mission value). Employee perceptions of coworker and organizational support and knowledge of their own performance expectations also related positively to customer service orientation. Results suggest that supervisors are in an ideal position to disseminate a mission-centered climate. Practical applications of these findings for management wishing to develop mission-centered climates in health care organizations are discussed.

Implementation of nutrition care service development plan at Banning Memorial Hospital: a case study.

PubMed

Ben Oumlil, A; Rao, C P

1992-01-01

Health care service markets in general and hospital care service markets in particular are characterized by many competitive developments. Hence, hospital marketing managers are forced to respond to these emerging competitive pressures. However, in formulating appropriate marketing management strategies, hospital managers need to have detailed knowledge about consumers and their behaviors in the marketplace. This paper focuses on the Nutrition Care division of the Department of Nutrition Service at a hospital and its venture into new service development. This case study is intended to emphasize the significance of acquiring adequate knowledge of customers in the health care services industry. It particularly emphasizes the critical role that this type of information concerning customer behavior plays in the development and implementation of an appropriate business expansion strategy. Furthermore, the aim of this case study is to help the reader to relate the acquired marketing information to the problem at hand, and make the appropriate marketing management decision.

The role of learning and customer orientation for delivering service quality to patients.

PubMed

Bellou, Victoria

2010-01-01

This study seeks to investigate the impact that learning orientation, internal and external customer orientation have on quality of care delivered to patients. Additionally, given the differences between managerial and non-managerial employees regarding organizational value perception and focus on the needs of internal customers and patients, the study aims to examine potential variations in these relationships. The study took place in ten out of 31 public hospitals operating in the five largest districts in continental Greece. Hospitals were chosen on a random basis. Out of 800 questionnaires that were personally administered, 499 usable responses were gathered. The extent to which employees create and use knowledge and focus on satisfying the needs of both internal customers and patients is indicative of the quality of care provided. In addition, only managerial employees believe that learning orientation reinforces quality of care. The fact that employees rated quality of care delivered to patients and that most employees had extended tenure should be taken into consideration when interpreting these findings. Top management needs to create a strong and clear culture that emphasizes learning, as well as internal customer and patient orientation, and infuse them among all organizational members. Moreover, human resource management policies should be aligned to meeting or exceeding patients' requests and expectations. The paper enhances existing knowledge with regard to the antecedents of offering medical care of high quality.

Managing retention.

PubMed

Carter, Tony

2007-01-01

To build this process it is necessary to consult customers for preferences, build familiarity and knowledge to build a relationship and conduct business in a customized fashion. The process takes every opportunity to build customer satisfaction with each customer contact. It is an important process to have, since customers today are more demanding, sophisticated, educated and comfortable speaking to the company as an equal (Belk, 2003). Customers have more customized expectations so they want to be reached as individuals (Raymond and Tanner, 1994). Also, a disproportionate search for new business is costly. The cost to cultivate new customers is more than maintaining existing customers (Cathcart, 1990). Other reasons that customer retention is necessary is because many unhappy customers will never buy again from a company that dissatisfied them and they will communicate their displeasure to other people. These dissatisfied customers may not even convey their displeasure but without saying anything just stop doing business with that company, which may keep them unaware for some time that there is any problem (Cathcart, 1990).

Comparison of Clustering Techniques for Residential Energy Behavior using Smart Meter Data

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

Jin, Ling; Lee, Doris; Sim, Alex

Current practice in whole time series clustering of residential meter data focuses on aggregated or subsampled load data at the customer level, which ignores day-to-day differences within customers. This information is critical to determine each customer’s suitability to various demand side management strategies that support intelligent power grids and smart energy management. Clustering daily load shapes provides fine-grained information on customer attributes and sources of variation for subsequent models and customer segmentation. In this paper, we apply 11 clustering methods to daily residential meter data. We evaluate their parameter settings and suitability based on 6 generic performance metrics and post-checkingmore » of resulting clusters. Finally, we recommend suitable techniques and parameters based on the goal of discovering diverse daily load patterns among residential customers. To the authors’ knowledge, this paper is the first robust comparative review of clustering techniques applied to daily residential load shape time series in the power systems’ literature.« less

The Effect of Implementing Knowledge Management System in Supplier Selection Content to Improve Learning Performance of Online Travel Agencies Staff

ERIC Educational Resources Information Center

Ariya, Pakinee; Chakpitak, Nopasit; Sureepong, Pradorn

2016-01-01

Supplier selection knowledge of OTAs businesses is one of the most valuable and significant knowledge since OTAs now operate businesses that gain their benefits from having many kinds of tourism products and services for customers to browse from in their own online booking systems. The better the suppliers, the more successful will OTAs be. The…

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.

From a social marketing perspective: a proposed customer relationship management technology transfer model

Treesearch

Delton Alderman; Kent Nakamoto; David Briberg

2007-01-01

Technology and knowledge transfer (TKT) is practiced for a plethora of causes, ranging from AIDS prevention to manufacturing competitiveness. The number of government, university, and association TKT efforts is exhausting and fraught with problems; we know anecdotally that the adoption of technology or knowledge is minimal across all contexts. There are a myriad of...

Solving multi-customer FPR model with quality assurance and discontinuous deliveries using a two-phase algebraic approach.

PubMed

Chiu, Yuan-Shyi Peter; Chou, Chung-Li; Chang, Huei-Hsin; Chiu, Singa Wang

2016-01-01

A multi-customer finite production rate (FPR) model with quality assurance and discontinuous delivery policy was investigated in a recent paper (Chiu et al. in J Appl Res Technol 12(1):5-13, 2014) using differential calculus approach. This study employs mathematical modeling along with a two-phase algebraic method to resolve such a specific multi-customer FPR model. As a result, the optimal replenishment lot size and number of shipments can be derived without using the differential calculus. Such a straightforward method may assist practitioners who with insufficient knowledge of calculus in learning and managing the real multi-customer FPR systems more effectively.

Case Studies of Ecological Integrative Information Systems: The Luquillo and Sevilleta Information Management Systems

NASA Astrophysics Data System (ADS)

San Gil, Inigo; White, Marshall; Melendez, Eda; Vanderbilt, Kristin

The thirty-year-old United States Long Term Ecological Research Network has developed extensive metadata to document their scientific data. Standard and interoperable metadata is a core component of the data-driven analytical solutions developed by this research network Content management systems offer an affordable solution for rapid deployment of metadata centered information management systems. We developed a customized integrative metadata management system based on the Drupal content management system technology. Building on knowledge and experience with the Sevilleta and Luquillo Long Term Ecological Research sites, we successfully deployed the first two medium-scale customized prototypes. In this paper, we describe the vision behind our Drupal based information management instances, and list the features offered through these Drupal based systems. We also outline the plans to expand the information services offered through these metadata centered management systems. We will conclude with the growing list of participants deploying similar instances.

Customer-centered careflow modeling based on guidelines.

PubMed

Huang, Biqing; Zhu, Peng; Wu, Cheng

2012-10-01

In contemporary society, customer-centered health care, which stresses customer participation and long-term tailored care, is inevitably becoming a trend. Compared with the hospital or physician-centered healthcare process, the customer-centered healthcare process requires more knowledge and modeling such a process is extremely complex. Thus, building a care process model for a special customer is cost prohibitive. In addition, during the execution of a care process model, the information system should have flexibility to modify the model so that it adapts to changes in the healthcare process. Therefore, supporting the process in a flexible, cost-effective way is a key challenge for information technology. To meet this challenge, first, we analyze various kinds of knowledge used in process modeling, illustrate their characteristics, and detail their roles and effects in careflow modeling. Secondly, we propose a methodology to manage a lifecycle of the healthcare process modeling, with which models could be built gradually with convenience and efficiency. In this lifecycle, different levels of process models are established based on the kinds of knowledge involved, and the diffusion strategy of these process models is designed. Thirdly, architecture and prototype of the system supporting the process modeling and its lifecycle are given. This careflow system also considers the compatibility of legacy systems and authority problems. Finally, an example is provided to demonstrate implementation of the careflow system.

Knowledge management system for risk mitigation in supply chain uncertainty: case from automotive battery supply chain

NASA Astrophysics Data System (ADS)

Marie, I. A.; Sugiarto, D.; Surjasa, D.; Witonohadi, A.

2018-01-01

Automotive battery supply chain include battery manufacturer, sulphuric acid suppliers, polypropylene suppliers, lead suppliers, transportation service providers, warehouses, retailers and even customers. Due to the increasingly dynamic condition of the environment, supply chain actors were required to improve their ability to overcome various uncertainty issues in the environment. This paper aims to describe the process of designing a knowledge management system for risk mitigation in supply chain uncertainty. The design methodology began with the identification of the knowledge needed to solve the problems associated with uncertainty and analysis of system requirements. The design of the knowledge management system was described in the form of a data flow diagram. The results of the study indicated that key knowledge area that needs to be managed were the knowledge to maintain the stability of process in sulphuric acid process and knowledge to overcome the wastes in battery manufacturing process. The system was expected to be a media acquisition, dissemination and storage of knowledge associated with the uncertainty in the battery supply chain and increase the supply chain performance.

Tailored logistics: the next advantage.

PubMed

Fuller, J B; O'Conor, J; Rawlinson, R

1993-01-01

How many top executives have ever visited with managers who move materials from the factory to the store? How many still reduce the costs of logistics to the rent of warehouses and the fees charged by common carriers? To judge by hours of senior management attention, logistics problems do not rank high. But logistics have the potential to become the next governing element of strategy. Whether they know it or not, senior managers of every retail store and diversified manufacturing company compete in logistically distinct businesses. Customer needs vary, and companies can tailor their logistics systems to serve their customers better and more profitably. Companies do not create value for customers and sustainable advantage for themselves merely by offering varieties of goods. Rather, they offer goods in distinct ways. A particular can of Coca-Cola, for example, might be a can of Coca-Cola going to a vending machine, or a can of Coca-Cola that comes with billing services. There is a fortune buried in this distinction. The goal of logistics strategy is building distinct approaches to distinct groups of customers. The first step is organizing a cross-functional team to proceed through the following steps: segmenting customers according to purchase criteria, establishing different standards of service for different customer segments, tailoring logistics pipelines to support each segment, and creating economics of scale to determine which assets can be shared among various pipelines. The goal of establishing logistically distinct businesses is familiar: improved knowledge of customers and improved means of satisfying them.

Customer service: developing a new mindset for today's instant gratification society.

PubMed

Stockburger, W T

1998-01-01

Today's society expects and demands immediate service, results and access to information. Can those of us in leadership positions say that the service we provide is equal to or exceeds what our customers expect? How can we redesign our services so they are better than those we currently provide? Some people look to advances in technology as one means to improve services and access to information, but this should not be the only means. If we are to develop a philosophy of exceptional service, we must develop a vision of those services. We must gain an understanding of our customers, plus a knowledge of products, the availability of resources and any industry constraints. In healthcare, we must look to leadership to achieve our goals. A goal of exceptional customer service must be communicated to all levels of service providers from management. Top-down action by management--leadership by example--is critical. Leadership must gain the trust of both customers and employees by actively listening to both verbal and nonverbal comments at all points of service. Without an understanding of our customers' needs, it won't be possible to deliver services at or above their expectations.

Developing an Advanced Environment for Collaborative Computing

NASA Technical Reports Server (NTRS)

Becerra-Fernandez, Irma; Stewart, Helen; DelAlto, Martha; DelAlto, Martha; Knight, Chris

1999-01-01

Knowledge management in general tries to organize and make available important know-how, whenever and where ever is needed. Today, organizations rely on decision-makers to produce "mission critical" decisions that am based on inputs from multiple domains. The ideal decision-maker has a profound understanding of specific domains that influence the decision-making process coupled with the experience that allows them to act quickly and decisively on the information. In addition, learning companies benefit by not repeating costly mistakes, and by reducing time-to-market in Research & Development projects. Group-decision making tools can help companies make better decisions by capturing the knowledge from groups of experts. Furthermore, companies that capture their customers preferences can improve their customer service, which translates to larger profits. Therefore collaborative computing provides a common communication space, improves sharing of knowledge, provides a mechanism for real-time feedback on the tasks being performed, helps to optimize processes, and results in a centralized knowledge warehouse. This paper presents the research directions. of a project which seeks to augment an advanced collaborative web-based environment called Postdoc, with workflow capabilities. Postdoc is a "government-off-the-shelf" document management software developed at NASA-Ames Research Center (ARC).

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

PubMed

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

2009-03-01

Extant research on high-performance work systems (HPWSs) has primarily examined the effects of HPWSs on establishment or firm-level performance from a management perspective in manufacturing settings. The current study extends this literature by differentiating management and employee perspectives of HPWSs and examining how the two perspectives relate to employee individual performance in the service context. Data collected in three phases from multiple sources involving 292 managers, 830 employees, and 1,772 customers of 91 bank branches revealed significant differences between management and employee perspectives of HPWSs. There were also significant differences in employee perspectives of HPWSs among employees of different employment statuses and among employees of the same status. Further, employee perspective of HPWSs was positively related to individual general service performance through the mediation of employee human capital and perceived organizational support and was positively related to individual knowledge-intensive service performance through the mediation of employee human capital and psychological empowerment. At the same time, management perspective of HPWSs was related to employee human capital and both types of service performance. Finally, a branch's overall knowledge-intensive service performance was positively associated with customer overall satisfaction with the branch's service. (c) 2009 APA, all rights reserved.

Consumption Behavior Analytics-Aided Energy Forecasting and Dispatch

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

Zhang, Yingchen; Yang, Rui; Jiang, Huaiguang

For decades, electricity customers have been treated as mere recipients of electricity in vertically integrated power systems. However, as customers have widely adopted distributed energy resources and other forms of customer participation in active dispatch (such as demand response) have taken shape, the value of mining knowledge from customer behavior patterns and using it for power system operation is increasing. Further, the variability of renewable energy resources has been considered a liability to the grid. However, electricity consumption has shown the same level of variability and uncertainty, and this is sometimes overlooked. This article investigates data analytics and forecasting methodsmore » to identify correlations between electricity consumption behavior and distributed photovoltaic (PV) output. The forecasting results feed into a predictive energy management system that optimizes energy consumption in the near future to balance customer demand and power system needs.« less

Eating Well While Dining Out: Collaborating with Local Restaurants to Promote Heart Healthy Menu Items.

PubMed

Thayer, Linden M; Pimentel, Daniela C; Smith, Janice C; Garcia, Beverly A; Lee Sylvester, Laura; Kelly, Tammy; Johnston, Larry F; Ammerman, Alice S; Keyserling, Thomas C

2017-01-01

As Americans commonly consume restaurant foods with poor dietary quality, effective interventions are needed to improve food choices at restaurants. To design and evaluate a restaurant-based intervention to help customers select and restaurants promote heart healthy menu items with healthful fats and high quality carbohydrates. The intervention included table tents outlining 10 heart healthy eating tips, coupons promoting healthy menu items, an information brochure, and link to study website. Pre and post intervention surveys were completed by restaurant managers and customers completed a brief "intercept" survey. Managers (n = 10) reported the table tents and coupons were well received, and several noted improved personal nutrition knowledge. Overall, 4214 coupons were distributed with 1244 (30%) redeemed. Of 300 customers surveyed, 126 (42%) noticed the table tents and of these, 115 (91%) considered the nutrition information helpful, 42 (33%) indicated the information influenced menu items purchased, and 91 (72%) reported the information will influence what they order in the future. The intervention was well-received by restaurant managers and positively influenced menu item selection by many customers. Further research is needed to assess effective strategies for scaling up and sustaining this intervention approach.

The Role of Customer Engagement in Innovation Adoption

DTIC Science & Technology

2012-12-01

strikingly true for our knowledge of skills. I can say that I know how to ride a bicycle or how to swim, but this does not mean that I can tell how I...Fulfillment of the Requirements for the Degree of Master of Science in Research and Development Management Management Scott A. Skiple, BS DR...Encountered in New Product and Service Development

Management curriculum redesign: integrating customer expectations for new leaders.

PubMed

Young, Judith; Urden, Linda D; Wellman, Debra S; Stoten, Sharon

2004-01-01

Tumultuous and dynamic changes in the healthcare environment have resulted in unprecedented stresses and challenges for both nursing education and nursing practice. It is essential that nursing education curricula reflect the rapidly changing technologies and dramatically expanding knowledge and changes in the practice environment and incorporate theory, science, professional standards, and consumer/service input. The authors describe a redesigned undergraduate management curriculum.

Practical choices for infobutton customization: experience from four sites.

PubMed

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

2013-01-01

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

Management of Customer Service in Terms of Logistics Information Systems

NASA Astrophysics Data System (ADS)

Kampf, Rudolf; Ližbetinová, Lenka; Tišlerová, Kamila

2017-03-01

This paper is focused on perceiving the logistic services as the competition advantage in frame of the ecommerce. Customers consider their purchases in its complexity and all the logistic services should be designed to meet with customers' preferences as much as possible. Our aim was to identify and evaluate of customers perceiving in frame of sales proposals offered by e-shops. Collected data of research were processed with the usage of cluster analysis. The aim of this paper is to present the results and conclusions from this research with focus on the elements of logistics services within e-commerce. These outputs can be used for knowledge base of information systems through which enterprises evaluate their decisions and selection of variants. For the enterprise, it is important to appropriate decisions about resource allocation and design of the structure of logistics services were set based on real customer preferences.

Knowledge discovery from patients' behavior via clustering-classification algorithms based on weighted eRFM and CLV model: An empirical study in public health care services.

PubMed

Zare Hosseini, Zeinab; Mohammadzadeh, Mahdi

2016-01-01

The rapid growing of information technology (IT) motivates and makes competitive advantages in health care industry. Nowadays, many hospitals try to build a successful customer relationship management (CRM) to recognize target and potential patients, increase patient loyalty and satisfaction and finally maximize their profitability. Many hospitals have large data warehouses containing customer demographic and transactions information. Data mining techniques can be used to analyze this data and discover hidden knowledge of customers. This research develops an extended RFM model, namely RFML (added parameter: Length) based on health care services for a public sector hospital in Iran with the idea that there is contrast between patient and customer loyalty, to estimate customer life time value (CLV) for each patient. We used Two-step and K-means algorithms as clustering methods and Decision tree (CHAID) as classification technique to segment the patients to find out target, potential and loyal customers in order to implement strengthen CRM. Two approaches are used for classification: first, the result of clustering is considered as Decision attribute in classification process and second, the result of segmentation based on CLV value of patients (estimated by RFML) is considered as Decision attribute. Finally the results of CHAID algorithm show the significant hidden rules and identify existing patterns of hospital consumers.

Knowledge discovery from patients’ behavior via clustering-classification algorithms based on weighted eRFM and CLV model: An empirical study in public health care services

PubMed Central

Zare Hosseini, Zeinab; Mohammadzadeh, Mahdi

2016-01-01

The rapid growing of information technology (IT) motivates and makes competitive advantages in health care industry. Nowadays, many hospitals try to build a successful customer relationship management (CRM) to recognize target and potential patients, increase patient loyalty and satisfaction and finally maximize their profitability. Many hospitals have large data warehouses containing customer demographic and transactions information. Data mining techniques can be used to analyze this data and discover hidden knowledge of customers. This research develops an extended RFM model, namely RFML (added parameter: Length) based on health care services for a public sector hospital in Iran with the idea that there is contrast between patient and customer loyalty, to estimate customer life time value (CLV) for each patient. We used Two-step and K-means algorithms as clustering methods and Decision tree (CHAID) as classification technique to segment the patients to find out target, potential and loyal customers in order to implement strengthen CRM. Two approaches are used for classification: first, the result of clustering is considered as Decision attribute in classification process and second, the result of segmentation based on CLV value of patients (estimated by RFML) is considered as Decision attribute. Finally the results of CHAID algorithm show the significant hidden rules and identify existing patterns of hospital consumers. PMID:27610177

The influence of customer-medicine seller transactional dynamics on childhood diarrhoea management: a qualitative study in Ghana.

PubMed

Rosapep, Lauren; Sanders, Emily; Banke, Kathryn

2017-05-01

In 2004, the World Health Organization (WHO) and United Nations Children's Fund (UNICEF) jointly revised the recommended treatment for acute paediatric diarrhoea to specify supplementing reduced osmolarity oral rehydration salts (ORS) with zinc. In many countries, however, a significant knowledge-practice gap persists in appropriate diarrhoea management among private healthcare providers. For example, the United States Agency for International Development (USAID)-funded Strengthening Health Outcomes through the Private Sector (SHOPS) project recently demonstrated that over-the-counter medicine sellers (MS) in Ghana recommended inappropriate diarrhoea treatments, despite their demonstrated knowledge of appropriate treatment protocols. To explore and explain these results, we conducted 26 focus groups with MS and their customers using an indirect elicitation approach, presenting simulated drug shop transaction scenarios for each group to analyze and discuss. Through inductive and deductive data analysis, we found that the pattern of customer-MS interactions within the transactional context plays a critical role in shaping dispensing outcomes, not only in diarrhoea management but in other contexts as well. MS who engaged and negotiated with their customers were better able to introduce and promote the appropriate diarrhoea treatment protocol. Several factors hinder optimal interactions. Although MS in fact serve as frontline medical providers, they lack the perceived status of a clinician. Moreover, the need to maintain their customer base creates a power imbalance that favours accommodating customer requests and discourages educational interaction. Finally, many MS lack a complete understanding of the recommended treatment, limiting their ability to educate and negotiate. These findings have important implications for efforts to position community-level private providers to improve outcomes across a number of health areas; the study recommends three broad approaches related to training design, marketing, and professional linkages. More generally, behaviour change initiatives should recognize the potential impact of provider interaction dynamics in facilitating or impeding desired health outcomes. © The Author 2017. Published by Oxford University Press in association with The London School of Hygiene and Tropical Medicine. All rights reserved. For permissions, please e-mail: journals.permissions@oup.com.

Aligning Teaching Methods for Learning Outcomes: A Need for Educational Change in Management Education Using Quality Function Deployment Approach

ERIC Educational Resources Information Center

Bakhru, Kanupriya Misra

2018-01-01

In the present scenario managerial skills are required in every sphere of life. With the increase in the number of management education institutes these days, quality of knowledge imparted in these institutes has become a subject of debate. Quality is vital for every customer and their requirements cannot be ignored. No sector in the economy is…

Safety of non-prescription medicines: knowledge and attitudes of Italian pharmacy customers.

PubMed

Cuzzolin, Laura; Benoni, Giuseppina

2010-02-01

A survey was designed to investigate customers attitudes and knowledge toward non-prescription medicines taken on a self-medication basis but not devoid of risks. Community pharmacies in Italy. Forty-four pharmacies participated in the project. On the basis of an anonymous questionnaire, face-to-face interviews were made to customers buying a non-prescription medicine over a 2-month period. The questionnaire included information about socio-demographic characteristics of the interviewed subjects and 18 items designed to elicit information about the kind of medicine purchased and reason of use, general product knowledge in relation to quality and risks, attitudes toward this kind of drugs, concurrent prescription drug use and the quality of relationship with the pharmacist. During the study period, 613 interviews were collected. The most frequently non-prescription medicines purchased by customers were non-steroidal anti-inflammatory drugs, paracetamol and medicines for gastrointestinal problems. The most of interviewees referred to read carefully the package inserts or to ask information to pharmacists. Moreover, they reported to consider non-prescription medicines easy to manage and to be used only for minor ailments and for short periods. 55.3% of customers reported to have been taking at least a prescription drug, mostly antihypertensives or other cardiovascular medicines, in association with non-prescription medicines. In this situation, interviewees often did not inform pharmacists about chronic therapies. Our interviews demonstrate that, in general, Italian customers have a cautious approach toward non-prescription medicines and are informed on their use. However, in case of a long-term use, interviewees underestimate risks related to possible physiological/pathological changes in their organism or to interactions with other drugs.

Portfolio 2000: managing clinical systems.

PubMed

Hunter, L L

1998-01-01

Powerful forces are changing the provision of health care. Management is transitioning into new responsibility for a leaner, more flexible, customer-focused operation to support the goals of integrated systems of the 21st century--to minimize disease and to promote health. In response to this evolution, the clinical systems management concept describes multidimensional competencies, which are transportable throughout the continuum of care (1). These new knowledge competencies and core competencies applied in a different context are characterized in this paper.

What the Logs Can Tell You: Mediation to Implement Feedback in Training

NASA Technical Reports Server (NTRS)

Maluf, David; Wiederhold, Gio; Abou-Khalil, Ali; Norvig, Peter (Technical Monitor)

2000-01-01

The problem addressed by Mediation to Implement Feedback in Training (MIFT) is to customize the feedback from training exercizes by exploiting knowledge about the training scenario, training objectives, and specific student/teacher needs. We achieve this by inserting an intelligent mediation layer into the information flow from observations collected during training exercises to the display and user interface. Knowledge about training objectives, scenarios, and tasks is maintained in the mediating layer. A designer constraint is that domain experts must be able to extend mediators by adding domain-specific knowledge that supports additional aggregations, abstractions, and views of the results of training exercises. The MIFT mediation concept is intended to be integrated with existing military training exercise management tools and reduce the cost of developing and maintaining separate feedback and evaluation tools for every training simulator and every set of customer needs. The MIFT Architecture is designed as a set of independently reusable components which interact with each other through standardized formalisms such as the Knowledge Interchange Format (KIF) and Knowledge Query and Manipulation Language (KQML).

What CEOs Expect of Employees Hired for International Work.

ERIC Educational Resources Information Center

Dirks, Ruthann; Buzzard, Janet

1997-01-01

Managers from 47 Kansas City companies identified skills and knowledge important for their international employees. Oral and written communication ranked highest, followed by exporting, customs, marketing, business etiquette, and protocol. Employees with high school education had markedly different overseas assignments than did college graduates.…

Eating Well While Dining Out: Collaborating with Local Restaurants to Promote Heart Healthy Menu Items

PubMed Central

Thayer, Linden M.; Pimentel, Daniela C.; Smith, Janice C.; Garcia, Beverly A.; Lee Sylvester, Laura; Kelly, Tammy; Johnston, Larry F.; Ammerman, Alice S.; Keyserling, Thomas C.

2017-01-01

Background As Americans commonly consume restaurant foods with poor dietary quality, effective interventions are needed to improve food choices at restaurants. Purpose To design and evaluate a restaurant-based intervention to help customers select and restaurants promote heart healthy menu items with healthful fats and high quality carbohydrates. Methods The intervention included table tents outlining 10 heart healthy eating tips, coupons promoting healthy menu items, an information brochure, and link to study website. Pre and post intervention surveys were completed by restaurant managers and customers completed a brief “intercept” survey. Results Managers (n = 10) reported the table tents and coupons were well received, and several noted improved personal nutrition knowledge. Overall, 4214 coupons were distributed with 1244 (30%) redeemed. Of 300 customers surveyed, 126 (42%) noticed the table tents and of these, 115 (91%) considered the nutrition information helpful, 42 (33%) indicated the information influenced menu items purchased, and 91 (72%) reported the information will influence what they order in the future. Discussion The intervention was well-received by restaurant managers and positively influenced menu item selection by many customers. Translation to Health Education Practice Further research is needed to assess effective strategies for scaling up and sustaining this intervention approach. PMID:28947925

Knowledge management performance methodology regarding manufacturing organizations

NASA Astrophysics Data System (ADS)

Istrate, C.; Herghiligiu, I. V.

2016-08-01

The current business situation is extremely complicated. Business must adapt to the changes in order (a) to survive on the increasingly dynamic markets, (b) to meet customers’ new request for complex, customized and innovative products. In modern manufacturing organizations it can be seen a substantial improvement regarding the management of knowledge. This occurs due to the fact that organizations realized that knowledge and an efficient management of knowledge generates the highest value. Even it could be said that the manufacturing organizations were and are the biggest beneficiary of KM science. Knowledge management performance (KMP) evaluation in manufacturing organizations can be considered as extremely important because without measuring it, they are unable to properly assess (a) what goals, targets and activities must have continuity, (b) what must be improved and (c) what must be completed. Therefore a proper KM will generate multiple competitive advantages for organizations. This paper presents a developed methodological framework regarding the KMP importance regarding manufacturing organizations. This methodological framework was developed using as research methods: bibliographical research and a panel of specialists. The purpose of this paper is to improve the evaluation process of KMP and to provide a viable tool for manufacturing organizations managers.

Changing Services and Space at an Academic Library

ERIC Educational Resources Information Center

Bradigan, Pamela S.; Rodman, Ruey L.

2006-01-01

This paper focuses on how an academic library managed changes in services and space to meet customer needs for streamlined services, increasing efficiency for students, faculty and staff in finding, analyzing, sharing, and producing knowledge. The Ohio State University's John A. Prior Health Sciences Library (PHSL) has merged its circulation and…

Cataloging as a Customer Service: Applying Knowledge to Technology Tools.

ERIC Educational Resources Information Center

Konovalov, Yuri

1999-01-01

Discusses the increase in significance and importance of cataloging and authority control in the online environment of libraries to help improve both precision and recall of searches. Highlights include the inadequacies of keyword searching; corporate library experiences; and library management with foreign library branches and foreign language…

Spark innovation through empathic design.

PubMed

Leonard, D; Rayport, J F

1997-01-01

Companies are used to bringing in customers to participate in focus groups, usability laboratories, and market research surveys in order to help in the development of new products and services. And for improving products that customers know well, those tools are highly sophisticated. For example, knowledgeable customers are adept at identifying the specific scent of leather they expect in a luxury vehicle or at helping to tune the sound of a motorcycle engine to just the timbre that evokes feelings of power. But to go beyond improvements to the familiar, companies need to identify and meet needs that customers may not yet recognize. To accomplish that task, a set of techniques called empathic design can help. Rather than bring the customers to the company, empathic design calls for company representatives to watch customers using products and services in the context of their own environments. By doing so, managers can often identify unexpected uses for their products, just as the product manager of a cooking oil did when he observed a neighbor spraying the oil on the blades of a lawn mower to reduce grass buildup. They can also uncover problems that customers don't mention in surveys, as the president of Nissan Design did when he watched a couple struggling to remove the backseat of a competitor's minivan in order to transport a couch. The five-step process Dorothy Leonard and Jeffrey Rayport describe in detail is a relatively low-cost, low-risk way to identify customer needs, and it has the potential to redirect a company's existing technological capabilities toward entirely new businesses.

A Knowledge Management Approach to Support Software Process Improvement Implementation Initiatives

NASA Astrophysics Data System (ADS)

Montoni, Mariano Angel; Cerdeiral, Cristina; Zanetti, David; Cavalcanti da Rocha, Ana Regina

The success of software process improvement (SPI) implementation initiatives depends fundamentally of the strategies adopted to support the execution of such initiatives. Therefore, it is essential to define adequate SPI implementation strategies aiming to facilitate the achievement of organizational business goals and to increase the benefits of process improvements. The objective of this work is to present an approach to support the execution of SPI implementation initiatives. We also describe a methodology applied to capture knowledge related to critical success factors that influence SPI initiatives. This knowledge was used to define effective SPI strategies aiming to increase the success of SPI initiatives coordinated by a specific SPI consultancy organization. This work also presents the functionalities of a set of tools integrated in a process-centered knowledge management environment, named CORE-KM, customized to support the presented approach.

WIRM: An Open Source Toolkit for Building Biomedical Web Applications

PubMed Central

Jakobovits, Rex M.; Rosse, Cornelius; Brinkley, James F.

2002-01-01

This article describes an innovative software toolkit that allows the creation of web applications that facilitate the acquisition, integration, and dissemination of multimedia biomedical data over the web, thereby reducing the cost of knowledge sharing. There is a lack of high-level web application development tools suitable for use by researchers, clinicians, and educators who are not skilled programmers. Our Web Interfacing Repository Manager (WIRM) is a software toolkit that reduces the complexity of building custom biomedical web applications. WIRM’s visual modeling tools enable domain experts to describe the structure of their knowledge, from which WIRM automatically generates full-featured, customizable content management systems. PMID:12386108

An Integrated Customer Knowledge Management Framework for Academic Libraries

ERIC Educational Resources Information Center

Daneshgar, Farhad; Parirokh, Mehri

2012-01-01

The ability of academic libraries to produce timely and effective responses to various environmental changes constitutes a major challenge for them to enhance their survival rate and maintain growth in competitive environments. This article provides a conceptual model as an analytical tool for both improving current services as well as creating…

Knowledge management: Role of the the Radiation Safety Information Computational Center (RSICC)

NASA Astrophysics Data System (ADS)

Valentine, Timothy

2017-09-01

The Radiation Safety Information Computational Center (RSICC) at Oak Ridge National Laboratory (ORNL) is an information analysis center that collects, archives, evaluates, synthesizes and distributes information, data and codes that are used in various nuclear technology applications. RSICC retains more than 2,000 software packages that have been provided by code developers from various federal and international agencies. RSICC's customers (scientists, engineers, and students from around the world) obtain access to such computing codes (source and/or executable versions) and processed nuclear data files to promote on-going research, to ensure nuclear and radiological safety, and to advance nuclear technology. The role of such information analysis centers is critical for supporting and sustaining nuclear education and training programs both domestically and internationally, as the majority of RSICC's customers are students attending U.S. universities. Additionally, RSICC operates a secure CLOUD computing system to provide access to sensitive export-controlled modeling and simulation (M&S) tools that support both domestic and international activities. This presentation will provide a general review of RSICC's activities, services, and systems that support knowledge management and education and training in the nuclear field.

Risk management for drinking water safety in low and middle income countries - cultural influences on water safety plan (WSP) implementation in urban water utilities.

PubMed

Omar, Yahya Y; Parker, Alison; Smith, Jennifer A; Pollard, Simon J T

2017-01-15

We investigated cultural influences on the implementation of water safety plans (WSPs) using case studies from WSP pilots in India, Uganda and Jamaica. A comprehensive thematic analysis of semi-structured interviews (n=150 utility customers, n=32 WSP 'implementers' and n=9 WSP 'promoters'), field observations and related documents revealed 12 cultural themes, offered as 'enabling', 'limiting', or 'neutral', that influence WSP implementation in urban water utilities to varying extents. Aspects such as a 'deliver first, safety later' mind set; supply system knowledge management and storage practices; and non-compliance are deemed influential. Emergent themes of cultural influence (ET1 to ET12) are discussed by reference to the risk management, development studies and institutional culture literatures; by reference to their positive, negative or neutral influence on WSP implementation. The results have implications for the utility endorsement of WSPs, for the impact of organisational cultures on WSP implementation; for the scale-up of pilot studies; and they support repeated calls from practitioner communities for cultural attentiveness during WSP design. Findings on organisational cultures mirror those from utilities in higher income nations implementing WSPs - leadership, advocacy among promoters and customers (not just implementers) and purposeful knowledge management are critical to WSP success. Copyright © 2016 The Authors. Published by Elsevier B.V. All rights reserved.

Customer Loyalty and Customer Relationship Management

NASA Astrophysics Data System (ADS)

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

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

Developing performance excellence guidance for rural tourism (case study: wangun lestari village, Bandung, West Java, Indonesia)

NASA Astrophysics Data System (ADS)

Yopy, Maulana; Sitinjak, M. F.

2018-03-01

In response to Indonesian Ministry of Tourism objective to develop and improve the performance of tourism destination, specifically on rural tourism, Where there is no well-prepared implementation yet by the local government due to constrained human resources and lack of management knowledge and stakeholders. This research aims to develop an integrated rural tourism concept at Wangun Lestari Tourism Village. The Guideline of Rural Tourism Development of Ministry of Tourism, Malcolm Baldrige’s Performance Excellence, SWOT Analysis, and Value Proposition Analysis will be used to help to design the Rural Tourism program. The result of this research is a comprehensive concept of Leadership, Strategic Planning, Customer Management System, Knowledge Management, Workforce Engagement, Operation Focus and also Evaluation Metric for Wangun Lestari Tourism Village.

Food allergy knowledge and attitude of restaurant personnel in Turkey.

PubMed

Sogut, Ayhan; Kavut, Ayşe Baççıoğlu; Kartal, İbrahim; Beyhun, Ercument Nazim; Çayır, Atilla; Mutlu, Mehmet; Özkan, Behzat

2015-02-01

The incidence of food-induced allergic reactions is gradually increasing. Most of these allergic reactions occur in restaurants. Therefore, this study aims to investigate the awareness of restaurant personnel about food allergy. The training, knowledge levels on food allergy, and comfort level in providing safe food of 351 restaurant personnel in Erzurum Province, Turkey, were assessed through a face-to-face survey. Among the participants, 81.5% were male (mean age 28.5 ± 8.5 years). Among them, 17.1% were chefs, 11.1% managers, 5.7% owners, and 66.1% waiters. Food allergy training was reported by 17.1% of the participants. The rates of restaurant personnel who gave the correct answers to the 4 questionnaire items, "Customers with food allergies can safely consume a small amount of that food/Food allergic reaction can cause death/If a customer is having an allergic reaction, it is appropriate to immediately serve them water to 'dilute' the allergen/Removing an allergen from a finished meal (eg, taking off nuts) may be all that is necessary to provide a safe meal for an allergic customer," which measure food allergy knowledge levels, were 46.4%, 65.7%, 55.0%, and 65.7%, respectively. According to our study, there are gaps in the food allergy knowledge of restaurant personnel. Because preparing and serving safe meals to patients with food allergy in restaurants is important, the training of restaurant personnel in food allergy is necessary. © 2014 ARS-AAOA, LLC.

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.

Lifetime validation of high-reliability (>30,000hr) rotary cryocoolers for specific customer profiles

NASA Astrophysics Data System (ADS)

Cauquil, Jean-Marc; Seguineau, Cédric; Vasse, Christophe; Raynal, Gaetan; Benschop, Tonny

2018-05-01

The cooler reliability is a major performance requested by the customers, especially for 24h/24h applications, which are a growing market. Thales has built a reliability policy based on accelerate ageing and tests to establish a robust knowledge on acceleration factors. The current trend seems to prove that the RM2 mean time to failure is now higher than 30,000hr. Even with accelerate ageing; the reliability growth becomes hardly manageable for such large figures. The paper focuses on these figures and comments the robustness of such a method when projections over 30,000hr of MTTF are needed.

Customer focus in breast cancer screening services.

PubMed

Buttimer, Andreas

2009-01-01

The purpose of the paper is to demonstrate how a generic value chain and customer focused system as demonstrated by the Scottish and Irish breast screening programmes can be used to provide a high quality health service. Literature relevant to aligning the entire operating model--the companies' culture, business processes, management systems to serve one value discipline, i.e. customer intimacy, is reviewed and considered in the context of the NHS Scottish Breast Screening Programme in Edinburgh and BreastCheck--the National Breast Screening Programme in Ireland. This paper demonstrates how an emphasis on customer focus and operational excellence, as used in other service industries, can help to provide a better health service. It uses the Scottish and Irish breast screening programmes as illustrative examples. The paper applies the key requirements in the delivery of a quality service including an understanding of the characteristics of a service industry, the management of discontinuities involved in its delivery and the environment in which it operates. System failure is commonly the cause of quality failure in the health system. Breast screening programmes are designed to prevent such a failure. This paper promotes and describes the use of the generic value chain by using the knowledge gained in delivering a mammography-screening programme.

A pilot study of an online workplace nutrition program: the value of participant input in program development.

PubMed

Cousineau, Tara; Houle, Brian; Bromberg, Jonas; Fernandez, Kathrine C; Kling, Whitney C

2008-01-01

Tailored nutrition Web programs constitute an emerging trend in obesity prevention. Initial investment in innovative technology necessitates that the target population be well understood. This pilot study's purpose was to determine the feasibility of a workplace nutrition Web program. Formative research was conducted with gaming industry employees and benefits managers to develop a consensus on workplace-specific nutrition needs. A demonstration Web program was piloted with stakeholders to determine feasibility. Indiana, Mississippi, Nevada, and New Jersey gaming establishments. 86 employees, 18 benefits managers. Prototype Web program. Concept mapping; 16-item nutrition knowledge test; satisfaction. Concept mapping was used to aggregate importance ratings on programmatic content, which informed Web program curriculum. Chi-square tests were performed postintervention to determine knowledge improvement. (1) Employees and benefits managers exhibited moderate agreement about content priorities for the program (r = 0.48). (2) There was a significant increase in employees' nutrition knowledge scores postintervention (t = 7.16, df = 36, P < .001); those with less knowledge exhibited the greatest gains in knowledge scores (r = -0.647, P < .001). Employees and benefit managers do not necessarily agree on the priority of nutrition-related content, suggesting a need for programs to appeal to various stakeholders. Computer-based approaches can address various stakeholder health concerns via tailored, customized programming.

A concept for performance management for Federal science programs

USGS Publications Warehouse

Whalen, Kevin G.

2017-11-06

The demonstration of clear linkages between planning, funding, outcomes, and performance management has created unique challenges for U.S. Federal science programs. An approach is presented here that characterizes science program strategic objectives by one of five “activity types”: (1) knowledge discovery, (2) knowledge development and delivery, (3) science support, (4) inventory and monitoring, and (5) knowledge synthesis and assessment. The activity types relate to performance measurement tools for tracking outcomes of research funded under the objective. The result is a multi-time scale, integrated performance measure that tracks individual performance metrics synthetically while also measuring progress toward long-term outcomes. Tracking performance on individual metrics provides explicit linkages to root causes of potentially suboptimal performance and captures both internal and external program drivers, such as customer relations and science support for managers. Functionally connecting strategic planning objectives with performance measurement tools is a practical approach for publicly funded science agencies that links planning, outcomes, and performance management—an enterprise that has created unique challenges for public-sector research and development programs.

The development of a learning management system for dental radiology education: A technical report.

PubMed

Chang, Hee-Jin; Symkhampha, Khanthaly; Huh, Kyung-Hoe; Yi, Won-Jin; Heo, Min-Suk; Lee, Sam-Sun; Choi, Soon-Chul

2017-03-01

This study was conducted to suggest the development of a learning management system for dental radiology education using the Modular Object-Oriented Dynamic Learning Environment (Moodle). Moodle is a well-known and verified open-source software-learning management system (OSS-LMS). The Moodle software was installed on a server computer and customized for dental radiology education. The system was implemented for teaching undergraduate students to diagnose dental caries in panoramic images. Questions were chosen that could assess students' diagnosis ability. Students were given several questions corre-sponding to each of 100 panoramic images. The installation and customization of Moodle was feasible, cost-effective, and time-saving. By having students answer questions repeatedly, it was possible to train them to examine panoramic images sequentially and thoroughly. Based on its educational efficiency and efficacy, the adaptation of an OSS-LMS in dental school may be highly recommended. The system could be extended to continuing education for dentists. Further studies on the objective evaluation of knowledge acquisition and retention are needed.

Collaborative Robots and Knowledge Management - A Short Review

NASA Astrophysics Data System (ADS)

Mușat, Flaviu-Constantin; Mihu, Florin-Constantin

2017-12-01

Because the requirements of the customers are more and more high related to quality, quantity, delivery times at lowest costs possible, the industry had to come with automated solutions to improve these requirements. Starting from the automated lines developed by Ford and Toyota, we have now developed automated and self-sustained working lines, which is possible nowadays-using collaborative robots. By using the knowledge management system we can improve the development of the future of this kind of area of research. This paper shows the benefits and the smartness use of the robots that are performing the manipulation activities that increases the work place ergonomically and improve the interaction between human - machine in order to assist in parallel tasks and lowering the physically human efforts.

76 FR 59761 - Self-Regulatory Organizations; Financial Industry Regulatory Authority, Inc.; Notice of Filing...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-09-27

... associated with FINRA members have attained specified levels of competence and knowledge, consistent with... questions that assess knowledge of options since individuals wishing to sit for the Series 37 examination... through Customers and Potential Customers, 22 questions; F2: Evaluates Customers' Other Security Holdings...

The Environmental Management Project Manager`s Handbook for improved project definition

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

NONE

1995-02-01

The United States Department of Energy (DOE) is committed to providing high quality products that satisfy customer needs and are the associated with this goal, DOE personnel must possess the knowledge, skills, and abilities to ensure successful job performance. In addition, there must be recognition that the greatest obstacle to proper project performance is inadequate project definition. Without strong project definition, DOE environmental management efforts are vulnerable to fragmented solutions, duplication of effort, and wastes resources. The primary means of ensuring environmental management projects meet cost and schedule milestones is through a structured and graded approach to project definition, whichmore » is the focus of this handbook.« less

Opportunities and Strategies to Incorporate Ecosystem Services Knowledge and Decision Support Tools into Planning and Decision Making in Hawai`i

NASA Astrophysics Data System (ADS)

Bremer, Leah L.; Delevaux, Jade M. S.; Leary, James J. K.; J. Cox, Linda; Oleson, Kirsten L. L.

2015-04-01

Incorporating ecosystem services into management decisions is a promising means to link conservation and human well-being. Nonetheless, planning and management in Hawai`i, a state with highly valued natural capital, has yet to broadly utilize an ecosystem service approach. We conducted a stakeholder assessment, based on semi-structured interviews, with terrestrial ( n = 26) and marine ( n = 27) natural resource managers across the State of Hawai`i to understand the current use of ecosystem services (ES) knowledge and decision support tools and whether, how, and under what contexts, further development would potentially be useful. We found that ES knowledge and tools customized to Hawai`i could be useful for communication and outreach, justifying management decisions, and spatial planning. Greater incorporation of this approach is clearly desired and has a strong potential to contribute to more sustainable decision making and planning in Hawai`i and other oceanic island systems. However, the unique biophysical, socio-economic, and cultural context of Hawai`i, and other island systems, will require substantial adaptation of existing ES tools. Based on our findings, we identified four key opportunities for the use of ES knowledge and tools in Hawai`i: (1) linking native forest protection to watershed health; (2) supporting sustainable agriculture; (3) facilitating ridge-to-reef management; and (4) supporting statewide terrestrial and marine spatial planning. Given the interest expressed by natural resource managers, we envision broad adoption of ES knowledge and decision support tools if knowledge and tools are tailored to the Hawaiian context and coupled with adequate outreach and training.

Opportunities and strategies to incorporate ecosystem services knowledge and decision support tools into planning and decision making in Hawai'i.

PubMed

Bremer, Leah L; Delevaux, Jade M S; Leary, James J K; J Cox, Linda; Oleson, Kirsten L L

2015-04-01

Incorporating ecosystem services into management decisions is a promising means to link conservation and human well-being. Nonetheless, planning and management in Hawai'i, a state with highly valued natural capital, has yet to broadly utilize an ecosystem service approach. We conducted a stakeholder assessment, based on semi-structured interviews, with terrestrial (n = 26) and marine (n = 27) natural resource managers across the State of Hawai'i to understand the current use of ecosystem services (ES) knowledge and decision support tools and whether, how, and under what contexts, further development would potentially be useful. We found that ES knowledge and tools customized to Hawai'i could be useful for communication and outreach, justifying management decisions, and spatial planning. Greater incorporation of this approach is clearly desired and has a strong potential to contribute to more sustainable decision making and planning in Hawai'i and other oceanic island systems. However, the unique biophysical, socio-economic, and cultural context of Hawai'i, and other island systems, will require substantial adaptation of existing ES tools. Based on our findings, we identified four key opportunities for the use of ES knowledge and tools in Hawai'i: (1) linking native forest protection to watershed health; (2) supporting sustainable agriculture; (3) facilitating ridge-to-reef management; and (4) supporting statewide terrestrial and marine spatial planning. Given the interest expressed by natural resource managers, we envision broad adoption of ES knowledge and decision support tools if knowledge and tools are tailored to the Hawaiian context and coupled with adequate outreach and training.

Dollar$ & $en$e. Part VI: Knowledge management: the state of the art.

PubMed

Wilkinson, I

2001-01-01

In Part I of this series, I introduced the concept of memes (1). Memes are ideas or concepts--the information world equivalent of genes. The goal of this series of articles is to infect you with memes so you will assimilate, translate, and express them. No matter what our area of expertise or "-ology," we all are in the information business. Our goal is to be in the wisdom business. In the previous articles in this series, I showed that when we convert raw data into wisdom, we are moving along a value chain. Each step in the chain adds a different amount of value to the final product: timely, relevant, accurate, and precise knowledge that then can be applied to create the ultimate product in the value chain--wisdom. In part II of this series, I introduced a set of memes for measuring the cost of adding value (2). In part III of this series, I presented a new set of memes for measuring the added value of knowledge, i.e., intellectual capital (3). In part IV of this series, I discussed practical knowledge management tools for measuring the value of people, structural, and customer capital (4). In part V of this series, I applied intellectual capital and knowledge management concepts at the individual level, to help answer a fundamental question: what is my added value (5)? In the final part of this series, I will review the state of intellectual capital and knowledge management development to date and outline the direction of current knowledge management initiatives and research projects.

[The SIAARTI consensus document on the management of patients with end-stage chronic organ failure. From evidence-based medicine to knowledge-based medicine].

PubMed

Bertolini, Guido

2014-01-01

The management of patients with end-stage chronic organ failure is an increasingly important topic, since the extraordinary medical and technological advances have significantly reduced mortality and improved quality of life with prolonged survival of end-stage diseases. What should be the plan of care for these patients? Who should bear the responsibility for care? With what targets? These are crucial questions, to which modern medicine should provide convincing answers. The authors of the document explicitly resisted the temptation to draw up guidelines, showing that it is possible to customize medical intervention on the individual patient, keeping it tightly linked to the available knowledge. This is the most relevant aspect of the document: it goes beyond the classical concept of evidence-based medicine choosing to refer to the most dynamic knowledge-based medicine approach.

Store manager performance and satisfaction: effects on store employee performance and satisfaction, store customer satisfaction, and store customer spending growth.

PubMed

Netemeyer, Richard G; Maxham, James G; Lichtenstein, Donald R

2010-05-01

Based on emotional contagion theory and the value-profit chain literatures, the present study posits a number of hypotheses that show how managers in the small store, small number of employees retail context may affect store employees, customers, and potentially store performance. With data from 306 store managers, 1,615 store customer-contact employees, and 57,656 customers of a single retail chain, the authors examined relationships among store manager job satisfaction and job performance, store customer-contact employee job satisfaction and job performance, customer satisfaction with the retailer, and a customer-spending-based store performance metric (customer spending growth over a 2-year period). Via path analysis, several hypothesized direct and interaction relations among these constructs are supported. The results suggest implications for academic researchers and retail managers. PsycINFO Database Record (c) 2010 APA, all rights reserved.

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.

[Inclusive education policy: perceptions of managers about the process of changes in Higher Education Institutions].

PubMed

Pereira, Francilene Jane Rodrigues; dos Santos, Sérgio Ribeiro; da Silva, Cesar Cavalcanti

2011-01-01

This is a qualitative descriptive exploratory study, conducted in Higher Education Institutions (HEI) which offers Nursing course, in Joao Pessoa-PB. The study aimed to understand the concept of managers about the need for organizational changes to attend customers with special needs. Four managers participated in the study. A semi-structured interview with guiding questions was used to collect information and to interpret the data we used the method of discourse analysis based on Fiorin. It was noticed that the managers have a concern to meet the demands of inclusive policies, including the adequacy of physical spaces and the pedagogy adopted to meet the students' needs. However, some of them admitted to have little knowledge on how to deal with students with special needs and also mentioned that the institutions do not have an efficient and logistic work which can meet the current legislation of inclusion. We concluded that the process of structural and pedagogical changes is built in a slow and gradual way and it requires an involvement of qualified managers who are committed to execute the policies of inclusion of customers with special needs in a civil and legal way.

ArrayInitiative - a tool that simplifies creating custom Affymetrix CDFs

PubMed Central

2011-01-01

Background Probes on a microarray represent a frozen view of a genome and are quickly outdated when new sequencing studies extend our knowledge, resulting in significant measurement error when analyzing any microarray experiment. There are several bioinformatics approaches to improve probe assignments, but without in-house programming expertise, standardizing these custom array specifications as a usable file (e.g. as Affymetrix CDFs) is difficult, owing mostly to the complexity of the specification file format. However, without correctly standardized files there is a significant barrier for testing competing analysis approaches since this file is one of the required inputs for many commonly used algorithms. The need to test combinations of probe assignments and analysis algorithms led us to develop ArrayInitiative, a tool for creating and managing custom array specifications. Results ArrayInitiative is a standalone, cross-platform, rich client desktop application for creating correctly formatted, custom versions of manufacturer-provided (default) array specifications, requiring only minimal knowledge of the array specification rules and file formats. Users can import default array specifications, import probe sequences for a default array specification, design and import a custom array specification, export any array specification to multiple output formats, export the probe sequences for any array specification and browse high-level information about the microarray, such as version and number of probes. The initial release of ArrayInitiative supports the Affymetrix 3' IVT expression arrays we currently analyze, but as an open source application, we hope that others will contribute modules for other platforms. Conclusions ArrayInitiative allows researchers to create new array specifications, in a standard format, based upon their own requirements. This makes it easier to test competing design and analysis strategies that depend on probe definitions. Since the custom array specifications are easily exported to the manufacturer's standard format, researchers can analyze these customized microarray experiments using established software tools, such as those available in Bioconductor. PMID:21548938

A Discussion of the Software Quality Assurance Role

NASA Technical Reports Server (NTRS)

Kandt, Ronald Kirk

2010-01-01

The basic idea underlying this paper is that the conventional understanding of the role of a Software Quality Assurance (SQA) engineer is unduly limited. This is because few have asked who the customers of a SQA engineer are. Once you do this, you can better define what tasks a SQA engineer should perform, as well as identify the knowledge and skills that such a person should have. The consequence of doing this is that a SQA engineer can provide greater value to his or her customers. It is the position of this paper that a SQA engineer providing significant value to his or her customers must not only assume the role of an auditor, but also that of a software and systems engineer. This is because software engineers and their managers particularly value contributions that directly impact products and their development. These ideas are summarized as lessons learned, based on my experience at Jet Propulsion Laboratory (JPL).

Level-2 Milestone 5588: Deliver Strategic Plan and Initial Scalability Assessment by Advanced Architecture and Portability Specialists Team

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

Draeger, Erik W.

This report documents the fact that the work in creating a strategic plan and beginning customer engagements has been completed. The description of milestone is: The newly formed advanced architecture and portability specialists (AAPS) team will develop a strategic plan to meet the goals of 1) sharing knowledge and experience with code teams to ensure that ASC codes run well on new architectures, and 2) supplying skilled computational scientists to put the strategy into practice. The plan will be delivered to ASC management in the first quarter. By the fourth quarter, the team will identify their first customers within PEMmore » and IC, perform an initial assessment and scalability and performance bottleneck for next-generation architectures, and embed AAPS team members with customer code teams to assist with initial portability development within standalone kernels or proxy applications.« less

Systems Modelling of the Socio-Technical Aspects of Residential Electricity Use and Network Peak Demand.

PubMed

Lewis, Jim; Mengersen, Kerrie; Buys, Laurie; Vine, Desley; Bell, John; Morris, Peter; Ledwich, Gerard

2015-01-01

Provision of network infrastructure to meet rising network peak demand is increasing the cost of electricity. Addressing this demand is a major imperative for Australian electricity agencies. The network peak demand model reported in this paper provides a quantified decision support tool and a means of understanding the key influences and impacts on network peak demand. An investigation of the system factors impacting residential consumers' peak demand for electricity was undertaken in Queensland, Australia. Technical factors, such as the customers' location, housing construction and appliances, were combined with social factors, such as household demographics, culture, trust and knowledge, and Change Management Options (CMOs) such as tariffs, price, managed supply, etc., in a conceptual 'map' of the system. A Bayesian network was used to quantify the model and provide insights into the major influential factors and their interactions. The model was also used to examine the reduction in network peak demand with different market-based and government interventions in various customer locations of interest and investigate the relative importance of instituting programs that build trust and knowledge through well designed customer-industry engagement activities. The Bayesian network was implemented via a spreadsheet with a tickbox interface. The model combined available data from industry-specific and public sources with relevant expert opinion. The results revealed that the most effective intervention strategies involve combining particular CMOs with associated education and engagement activities. The model demonstrated the importance of designing interventions that take into account the interactions of the various elements of the socio-technical system. The options that provided the greatest impact on peak demand were Off-Peak Tariffs and Managed Supply and increases in the price of electricity. The impact in peak demand reduction differed for each of the locations and highlighted that household numbers, demographics as well as the different climates were significant factors. It presented possible network peak demand reductions which would delay any upgrade of networks, resulting in savings for Queensland utilities and ultimately for households. The use of this systems approach using Bayesian networks to assist the management of peak demand in different modelled locations in Queensland provided insights about the most important elements in the system and the intervention strategies that could be tailored to the targeted customer segments.

Sensor to User - NASA/EOS Data for Coastal Zone Management Applications Developed from Integrated Analyses: Verification, Validation and Benchmark Report

NASA Technical Reports Server (NTRS)

Hall, Callie; Arnone, Robert

2006-01-01

The NASA Applied Sciences Program seeks to transfer NASA data, models, and knowledge into the hands of end-users by forming links with partner agencies and associated decision support tools (DSTs). Through the NASA REASoN (Research, Education and Applications Solutions Network) Cooperative Agreement, the Oceanography Division of the Naval Research Laboratory (NRLSSC) is developing new products through the integration of data from NASA Earth-Sun System assets with coastal ocean forecast models and other available data to enhance coastal management in the Gulf of Mexico. The recipient federal agency for this research effort is the National Oceanic and Atmospheric Administration (NOAA). The contents of this report detail the effort to further the goals of the NASA Applied Sciences Program by demonstrating the use of NASA satellite products combined with data-assimilating ocean models to provide near real-time information to maritime users and coastal managers of the Gulf of Mexico. This effort provides new and improved capabilities for monitoring, assessing, and predicting the coastal environment. Coastal managers can exploit these capabilities through enhanced DSTs at federal, state and local agencies. The project addresses three major issues facing coastal managers: 1) Harmful Algal Blooms (HABs); 2) hypoxia; and 3) freshwater fluxes to the coastal ocean. A suite of ocean products capable of describing Ocean Weather is assembled on a daily basis as the foundation for this semi-operational multiyear effort. This continuous realtime capability brings decision makers a new ability to monitor both normal and anomalous coastal ocean conditions with a steady flow of satellite and ocean model conditions. Furthermore, as the baseline data sets are used more extensively and the customer list increased, customer feedback is obtained and additional customized products are developed and provided to decision makers. Continual customer feedback and response with new improved products are required between the researcher and customer. This document details the methods by which these coastal ocean products are produced including the data flow, distribution, and verification. Product applications and the degree to which these products are used successfully within NOAA and coordinated with the Mississippi Department of Marine Resources (MDMR) is benchmarked.

CUSTOMS SERVICE MODERNIZATION: Management Improvements Needed on High-Risk Automated Commercial Environment Project

DTIC Science & Technology

2002-05-01

GAO United States General Accounting OfficeReport to Congressional CommitteesMay 2002 CUSTOMS SERVICE MODERNIZATION Management Improvements Needed...from... to) - Title and Subtitle CUSTOMS SERVICE MODERNIZATION: Management Improvements Needed on High-Risk Automated Commercial Environment... Customs management of ACE. Subject Terms Report Classification unclassified Classification of this page unclassified Classification of Abstract

A Pilot Study of an Online Workplace Nutrition Program: The Value of Participant Input in Program Development

PubMed Central

Cousineau, Tara; Houle, Brian; Bromberg, Jonas; Fernandez, Kathrine C.; Kling, Whitney C.

2008-01-01

Objective Tailored nutrition Web programs constitute an emerging trend in obesity prevention. Initial investment in innovative technology necessitates that the target population be well understood. This pilot study’s purpose was to determine the feasibility of a workplace nutrition Web program. Design Formative research was conducted with gaming industry employees and benefits managers to develop a consensus on workplace-specific nutrition needs. A demonstration Web program was piloted with stakeholders to determine feasibility. Setting Indiana, Mississippi, Nevada, and New Jersey gaming establishments. Participants 86 employees, 18 benefits managers. Intervention Prototype Web program. Main Outcome Measures Concept mapping; 16-item nutrition knowledge test; satisfaction. Analysis Concept mapping was used to aggregate importance ratings on programmatic content, which informed Web program curriculum. Chi-square tests were performed postintervention to determine knowledge improvement. Results (1) Employees and benefits managers exhibited moderate agreement about content priorities for the program (r = 0.48). (2) There was a significant increase in employees’ nutrition knowledge scores postintervention (t = 7.16, df = 36, P < .001); those with less knowledge exhibited the greatest gains in knowledge scores (r = −0.647, P < .001). Conclusions and Implications Employees and benefit managers do not necessarily agree on the priority of nutrition-related content, suggesting a need for programs to appeal to various stakeholders. Computer-based approaches can address various stakeholder health concerns via tailored, customized programming. PMID:18457784

78 FR 26828 - Self-Regulatory Organizations; Chicago Board Options Exchange, Incorporated; Order Granting...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-05-08

... simultaneously holding and working a customer order in that same stock. No-Knowledge Exception \\14\\ \\14\\ See... prevent the proprietary trading unit from obtaining knowledge of the customer orders that are held at a... Rule Change, as Modified by Amendment No. 1, Relating to Trading Ahead of Customer Orders and Best...

A Measurement of Civil Engineering Customer Satisfaction.

DTIC Science & Technology

1987-09-01

to best represent civil engineering customers : military building managers , civilian building managers , and field grade officers. Building managers ...not know how well they are meeting the expectations of their customers . In their book on service management , 5- I8 Albrecht and Zemke fault American...Austin provide the simplest definition of a customer -- one who pays the bills .59 (2:45). In his book on service management , Richard Normann labels tile

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

ERIC Educational Resources Information Center

Binsar Kristian P., Feliks Anggia; Panjaitan, Hotman

2014-01-01

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

Customer Care Management. Customer Care Management Module. Operational Management Programme. Increasing Opportunities for Supervisors and Managers.

ERIC Educational Resources Information Center

Murray, Jennifer; Hayter, Roy

These teacher's materials are intended to support trainers as they conduct a 1-day course on each of the following topics regarding the hotel and catering industry in Great Britain: the customer perspective, customer service standards, and quality control. The first section explains how to use the materials. The instructions for conducting each…

The four faces of mass customization.

PubMed

Gilmore, J H; Pine, B J

1997-01-01

Virtually all executives today recognize the need to provide outstanding service to customers. Focusing on the customer, however, is both an imperative and a potential curse. In their desire to become customer driven, many companies have resorted to inventing new programs and procedures to meet every customer's request. But as customers and their needs grow increasingly diverse, such an approach has become a surefire way to add unnecessary cost and complexity to operations. Companies around the world have embraced mass customization in an attempt to avoid those pitfalls. Readily available information technology and flexible work processes permit them to customize goods or services for individual customers in high volumes at low cost. But many managers have discovered that mass customization itself can produce unnecessary cost and complexity. They are realizing that they did not examine thoroughly enough what kind of customization their customers would value before they plunged ahead. That is understandable. Until now, no framework has existed to help managers determine the type of customization they should pursue. James Gilmore and Joseph Pine provide managers with just such a framework. They have identified four distinct approaches to customization. When designing or redesigning a product, process, or business unit, managers should examine each approach for possible insights into how to serve their customers best. In some cases, a single approach will dominate the design. More often, however, managers will need a mix of some or all of the four approaches to serve their own particular set of customers.

Customer Management Skills for Effective Air Force Civil Engineering Customer Service.

DTIC Science & Technology

1986-09-01

advertise --competence. (1) Craftsmen working closely with customer service -doing what is promised when it’s promised -if return to job site required, tell...RD-RI74 1 4 CUSTOMER MANAGEMENT SKILLS FOR EFFECTIVE AIR FORCE / I CIVIL ENGINEERING CUST (U) AIR FORCE INST OF TECH WRIGHT-PATTERSON RFS ON...I93 -A CUSTOMER MANAGEMENT SKILLS FOR EFFECTIVE AIR FORCE CIVIL ENGINEERING CUSTOMER SERVICE THESIS Danny S.- Long Captain, USAF AFIT/GEM/DEM/86S-1 7

Assessing knowledge and attitudes of owners or managers of hospitality venues regarding a policy banning indoor smoking.

PubMed

Alaaeddine, G; Al Kuhaimi, T; Al Assaad, R; Dany, M; Diab, R; Hanna, E; Hirmas, N; Ismail, H; Mahmassani, D; Sleiman Tellawi, R; Nakkash, R

2013-05-01

In response to accumulating evidence on the detrimental health effects of second-hand smoke, governments throughout the world have adopted laws prohibiting indoor smoking in public places. Lebanon has recently enacted a law prohibiting indoor smoking in all of its forms, rendered effective as of 3 September 2012. This study examined the knowledge and attitudes of owners/managers of restaurants, cafes, pubs and nightclubs in Beirut towards the ban, three months before it came into effect. Self-administered cross-sectional survey. Data were derived from a self-administered cross-sectional survey conducted in June 2012. In total, 262 hospitality venues (restaurants, cafes, pubs and nightclubs) were sampled at random to participate. The response rate was 74% (194/262). Overall, 84% of owners/managers reported that they were aware of the ban, yet the average knowledge score was only 3.43/10. A general positive attitude was noted towards customer satisfaction (44.8%), law enforcement (61.1%) and employee protection from second-hand smoke (74%), while 55% of owners/managers were concerned that their revenues would decrease. However, 83.3% expressed their willingness to implement the law. This quantitative study is the first to examine the knowledge and attitudes of owners/managers of hospitality venues regarding the indoor smoking ban in Lebanon. Civil society and government bodies should use the findings to develop a campaign to address the knowledge and attitudes of owners/managers of hospitality venues to ensure successful enforcement. Copyright © 2013 The Royal Society for Public Health. Published by Elsevier Ltd. All rights reserved.

Local people's knowledge with regard to land use activities in southwest Madagascar - Conceptual insights for sustainable land management.

PubMed

Fritz-Vietta, Nadine V M; Tahirindraza, H Stone; Stoll-Kleemann, Susanne

2017-09-01

Environmental conditions in the Mahafaly Plateau region in southwest Madagascar are harsh, with a long dry season and a short rainy season. The local people's land use capabilities and skills are adapted to these conditions. Nevertheless, they are currently confronted by drastic climatic changes, including longer dry seasons, which have resulted in food and water scarcities. It is therefore essential to ensure sustainable land management in the region. At present, the main land use activities are agriculture, livestock farming, natural resource collection including timber and non-timber forest products, and the practice of local customs. Land use activities have always resulted in land conversion, yet over time this ecological transformation also leads to the accumulation of knowledge. The aim of the present article is therefore twofold. First, it aims to examine local people's knowledge with regard to land use activities and the transmission of this knowledge from one generation to the next; second, it considers the extent to which local people's knowledge may contribute to the development of sustainable land management. Our research is based on more than 80 qualitative interviews with local inhabitants of the Mahafaly Plateau region. Our analysis of local people's knowledge identifies four categories: ecological knowledge, knowledge related to natural resource usage, knowledge of names, and the interconnection between knowledge and belief. Furthermore, these knowledge categories provide conceptual insights for sustainable land management. Along with the long-term persistence of natural resources and their functions and the satisfaction of basic needs through resource usage, both the recognition of mental images as a regulating mechanism and the maintenance of the relation between the natural and the supernatural world have a role to play in sustainable land management in the study area. Local knowledge transmission processes serve to foster ongoing learning and ensure cultural internalization. Local people's knowledge and capabilities and the modes of transmission are therefore important for the future course of sustainable land management along with the active involvement of local people into its development process. Copyright © 2017 Elsevier Ltd. All rights reserved.

Estimating the Benefits of the Air Force Purchasing and Supply Chain Management Initiative

DTIC Science & Technology

2008-01-01

sector, known as strategic sourcing.6 The Customer Relationship Management initiative ( CRM ) pro- vides a single customer point of contact for all... Customer Relationship Management initiative. commodity council A term used to describe a cross-functional sourc- ing group charged with formulating a...initiative has four major components, all based on commercial best practices (Gabreski, 2004): commodity councils customer relationship management

Customs Service Modernization: Impact of New Trade Compliance Strategy Needs to Be Assessed.

DTIC Science & Technology

1999-12-01

The Mod Act fundamentally altered the relationship between importers and Customs by shifting from Customs to the importer the legal responsibility...New Trade Compliance Strategy B-280470 • account management : Customs ’ approach to managing its work through accounts (importing companies) rather...assessment, account management , and Customs ’ responses to noncompliant importers have been implemented but have not yet reached many of the intended

High-performance workplace practices in nursing homes: an economic perspective.

PubMed

Bishop, Christine E

2014-02-01

To develop implications for research, practice and policy, selected economics and human resources management research literature was reviewed to compare and contrast nursing home culture change work practices with high-performance human resource management systems in other industries. The organization of nursing home work under culture change has much in common with high-performance work systems, which are characterized by increased autonomy for front-line workers, self-managed teams, flattened supervisory hierarchy, and the aspiration that workers use specific knowledge gained on the job to enhance quality and customization. However, successful high-performance work systems also entail intensive recruitment, screening, and on-going training of workers, and compensation that supports selective hiring and worker commitment; these features are not usual in the nursing home sector. Thus despite many parallels with high-performance work systems, culture change work systems are missing essential elements: those that require higher compensation. If purchasers, including public payers, were willing to pay for customized, resident-centered care, productivity gains could be shared with workers, and the nursing home sector could move from a low-road to a high-road employment system.

Applying Fourth Generation Management to Access Services: Reinventing Customer Service and Process Management

ERIC Educational Resources Information Center

Hasty, Douglas F.

2004-01-01

Are librarians doing all they can to ensure that customer services are delivered with the customer in mind? Librarians are great at helping, but we sometimes need help with identifying customers, defining their needs, developing services, and reviewing the processes behind the services. Fourth Generation Management provides new insight for…

Pharmacy customers' knowledge of side effects of purchased medicines in Mexico.

PubMed

Wirtz, Veronika J; Taxis, Katja; Dreser, Anahi

2009-01-01

To analyse pharmacy customers' knowledge and information sources about side effects of medicines they purchased and factors associated with this knowledge. Cross-sectional survey and semi-structured interviews with customers of 52 randomly selected community pharmacies in Morelos state, Mexico. Customers were included if they were older than 18 years, bought at least one drug either with or without medical prescription, and agreed to take part in the survey. Data were analysed using a multinomial logistic regression model. A total of 1445 customers buying 1946 drugs were surveyed (age 42.9 +/- 15.7 years, 56.9% female); 627 (59%) of 1055 customers who purchased prescription-only medicines (POM) did so without a prescription. Of all customers interviewed, 172 (11.9%) affirmed that the bought medicine(s) could cause harm. Only half of those (87 or 6%) were able to identify correctly at least one side effect of the purchased medicines. The majority received the information about side effects from a physician. Customers in semirural areas knew less about side effects (odds ratio: 0.26; 95% CI: 0.11-0.61; P = 0.00); whereas customers buying medicines for chronic pain, hypertension or diabetes knew more (odds ratio 2.63; 95% CI: 1.44-4.80; P = 0.00). The overall majority of customers did not know that medicines they bought could be harmful. This is particularly alarming because they frequently used POM without consulting a physician.

Automated generation of patient-tailored electronic care pathways by translating computer-interpretable guidelines into hierarchical task networks.

PubMed

González-Ferrer, Arturo; ten Teije, Annette; Fdez-Olivares, Juan; Milian, Krystyna

2013-02-01

This paper describes a methodology which enables computer-aided support for the planning, visualization and execution of personalized patient treatments in a specific healthcare process, taking into account complex temporal constraints and the allocation of institutional resources. To this end, a translation from a time-annotated computer-interpretable guideline (CIG) model of a clinical protocol into a temporal hierarchical task network (HTN) planning domain is presented. The proposed method uses a knowledge-driven reasoning process to translate knowledge previously described in a CIG into a corresponding HTN Planning and Scheduling domain, taking advantage of HTNs known ability to (i) dynamically cope with temporal and resource constraints, and (ii) automatically generate customized plans. The proposed method, focusing on the representation of temporal knowledge and based on the identification of workflow and temporal patterns in a CIG, makes it possible to automatically generate time-annotated and resource-based care pathways tailored to the needs of any possible patient profile. The proposed translation is illustrated through a case study based on a 70 pages long clinical protocol to manage Hodgkin's disease, developed by the Spanish Society of Pediatric Oncology. We show that an HTN planning domain can be generated from the corresponding specification of the protocol in the Asbru language, providing a running example of this translation. Furthermore, the correctness of the translation is checked and also the management of ten different types of temporal patterns represented in the protocol. By interpreting the automatically generated domain with a state-of-art HTN planner, a time-annotated care pathway is automatically obtained, customized for the patient's and institutional needs. The generated care pathway can then be used by clinicians to plan and manage the patients long-term care. The described methodology makes it possible to automatically generate patient-tailored care pathways, leveraging an incremental knowledge-driven engineering process that starts from the expert knowledge of medical professionals. The presented approach makes the most of the strengths inherent in both CIG languages and HTN planning and scheduling techniques: for the former, knowledge acquisition and representation of the original clinical protocol, and for the latter, knowledge reasoning capabilities and an ability to deal with complex temporal and resource constraints. Moreover, the proposed approach provides immediate access to technologies such as business process management (BPM) tools, which are increasingly being used to support healthcare processes. Copyright © 2012 Elsevier B.V. All rights reserved.

National Aeronautics and Space Administration: Guidance for Improving Customer Satisfaction.

DTIC Science & Technology

1994-04-01

Logistics Management Institute National Aeronautics and Space Administration Guidance for Improving Customer Satisfaction NS302RD1 Lawrence... Management Institute (LMI) has been engaged to provide a common approach for planning, conducting, and analyzing customer satisfaction surveys. LMI...groups and formal surveys) (2) Process definition provides the understanding for addressing customer concerns (3) Management and employee

Managing customer service.

PubMed

Paget, Zoe

2015-02-28

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

17 CFR 3.33 - Withdrawal from registration.

Code of Federal Regulations, 2010 CFR

2010-04-01

... registrant's knowledge and belief, the nature and extent of any anticipated or threatened customer, option... registrant has ceased such activities: (i) That all customer or option customer agreements, if any, have been terminated; (ii) That all customer or option customer positions, if any, have been transferred on behalf of...

Semantic Enhancement for Enterprise Data Management

NASA Astrophysics Data System (ADS)

Ma, Li; Sun, Xingzhi; Cao, Feng; Wang, Chen; Wang, Xiaoyuan; Kanellos, Nick; Wolfson, Dan; Pan, Yue

Taking customer data as an example, the paper presents an approach to enhance the management of enterprise data by using Semantic Web technologies. Customer data is the most important kind of core business entity a company uses repeatedly across many business processes and systems, and customer data management (CDM) is becoming critical for enterprises because it keeps a single, complete and accurate record of customers across the enterprise. Existing CDM systems focus on integrating customer data from all customer-facing channels and front and back office systems through multiple interfaces, as well as publishing customer data to different applications. To make the effective use of the CDM system, this paper investigates semantic query and analysis over the integrated and centralized customer data, enabling automatic classification and relationship discovery. We have implemented these features over IBM Websphere Customer Center, and shown the prototype to our clients. We believe that our study and experiences are valuable for both Semantic Web community and data management community.

Creating knowledge structures in the pharmaceutical industry: the increasing significance of virtual organisation.

PubMed

Salazar, A; Howells, J

2000-01-01

This paper explores the specific trend and challenges facing the pharmaceutical industry regarding the exploitation of Internet e-commerce technology and virtual organisation to develop and maintain competitive advantage. There are two important facets of the current trend. One is the rapid development of a complex network of alliances between the established pharmaceutical companies and the specialised biotechnology company start-ups. The other is the rapid growth of internet e-commerce companies dedicated to developing specialised technological platforms for acquiring and selling genetic and biochemical knowledge. The underlying challenge is how big pharmaceutical companies can emulate some of the innovation processes of smaller biotechnology company start-ups, and how they can appropriate and applied new technological knowledge on the development of new drugs. Pharmaceutical companies in order to retain competitive advantage need to continuously monitor all aspects of knowledge management with regard to the R&D and manufacturing process (as well as customer management and marketing). Technological change and organisational restructuring should be aimed at boosting the capacity of large firms to innovate rapidly.

AFMC Customer Satisfaction Study at the Air Logistics Centers

DTIC Science & Technology

2008-03-01

research was guided by a previous Graduate Research Project (GRP) effort, which sought to determine how customer relationship management ( CRM ...and effectively. To accomplish this, AFMC is implementing Customer Relationship Management ( CRM ) as one of its initiatives. Problem Statement...for improvement. More than fifty-one percent of the participants were not aware that Customer Relationship Management ( CRM ) was a transformation

Safeguards Knowledge Management & Retention at U.S. National Laboratories.

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

Haddal, Risa; Jones, Rebecca; Bersell, Bridget

In 2017, four U.S. National Laboratories collaborated on behalf of DOE/NNSA to explore the safeguards knowledge retention problem, identify possible approaches, and develop a strategy to address it. The one-year effort consisted of four primary tasks. First, the project sought to identify critical safeguards information at risk of loss. Second, a survey and workshop were conducted to assess nine U.S. National Laboratories' efforts to determine current safeguards knowledge retention practices and challenges, and identify best practices. Third, specific tools were developed to identify and predict critical safeguards knowledge gaps and how best to recruit in order to fill those gaps.more » Finally, based on findings from the first three tasks and research on other organizational approaches to address similar issues, a strategy was developed on potential knowledge retention methods, customized HR policies, and best practices that could be implemented across the National Laboratory Complex.« less

National Aeronautics and Space Administration: An Approach for Meeting Customer Standards Under Executive Order 12862.

DTIC Science & Technology

1994-05-01

LOGISTICS MANAGEMENT INSTITUTE An Approach for Meeting Customer Standards Under Executive Order 12862 Summary Executive Order 12862, Setting...search Centers all operate and manage wind tunnels for both NASA and indus- try customers . Nonetheless, a separate wind-tunnel process should be...could include the man- ager of the process, selected members of the manager’s staff, a key customer , and a survey expert. The manager and staff would

Team Risk Management: A New Model for Customer-Supplier Relationships

DTIC Science & Technology

1994-07-01

Management : A New Model for Customer - Supplier Relationships Ronald P. Higuera "Audrey J. Dorofee Julie A. Walker Ray C. Williams July 1994 ""•// 94...N/A N/A N/A 11. TITLE (Include Secuity Claaaificatioa) Team Risk Management : A New Model for Customer -Supplier Relationships 12. PERSONAL AUTHOR(S...by block number) FIELD GROUP SUB. GR. Customer - Supplier Relationships Risk Team Risk Management 19. ABSTRACT (cominus on = if necesaryd id’y by block

Consumer behavior in the setting of over-the-counter statin availability: lessons from the consumer use study of OTC Mevacor.

PubMed

Brass, Eric P

2004-11-04

Despite the proven benefits of statins, large numbers of patients meeting guideline criteria for therapy are not receiving these drugs. It has been suggested that over-the-counter (OTC) availability of statins would allow more consumers to use statins and achieve cardiovascular risk reduction. However, concerns have been raised as to the consumers' ability to self-manage hyperlipidemia and use statins safely. The Consumer Use Study of OTC Mevacor (CUSTOM) was designed to define consumer behaviors in the setting of OTC statin availability. The study was conducted in a simulated OTC setting and allowed consumers to purchase once-daily lovastatin 20 mg. The CUSTOM dataset includes >3,300 consumers who evaluated OTC lovastatin for potential purchase at study sites and follow-up information on purchasers for up to 6 months of self-managed therapy. These data have been analyzed to address consumers' knowledge of their cholesterol concentrations as well as their ability to make OTC use decisions based on their cardiovascular risk, avoid drug-drug interactions, self-manage their cholesterol treatment after deciding to use the OTC product, and maintain interactions with physicians while using lovastatin OTC. The results showed that most study participants appropriately self-selected OTC statin therapy and managed their treatment. Use of OTC statins by consumers needing more intensive statin therapy or facing the risk of potential drug-drug interactions remains an area of concern but occurred infrequently in CUSTOM. These data are important for making an informed risk-benefit decision concerning OTC statin availability.

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.

17 CFR 155.4 - Trading standards for introducing brokers.

Code of Federal Regulations, 2010 CFR

2010-04-01

... the extent possible, that each order received from a customer or from an option customer which is... of the customer or option customer before any order in any future or in any commodity option in the... consent of the account owner, if the affiliated person has gained knowledge of the customer's or option...

Meeting the needs of customers with health CRM.

PubMed

Phillips, Jon; Panchal, Samir

2002-01-01

Customer relationship management (CRM) is a business strategy, supported by applications and technologies, that can fundamentally transform how healthcare delivery organizations manage patient and physician interactions, reduce cost, improve customer-facing processes, drive market and revenue growth, and manage regulatory compliance processes.

Future Research in Agile Systems Development: Applying Open Innovation Principles Within the Agile Organisation

NASA Astrophysics Data System (ADS)

Conboy, Kieran; Morgan, Lorraine

A particular strength of agile approaches is that they move away from ‘introverted' development and intimately involve the customer in all areas of development, supposedly leading to the development of a more innovative and hence more valuable information system. However, we argue that a single customer representative is too narrow a focus to adopt and that involvement of stakeholders beyond the software development itself is still often quite weak and in some cases non-existent. In response, we argue that current thinking regarding innovation in agile development needs to be extended to include multiple stakeholders outside the business unit. This paper explores the intra-organisational applicability and implications of open innovation in agile systems development. Additionally, it argues for a different perspective of project management that includes collaboration and knowledge-sharing with other business units, customers, partners, and other relevant stakeholders pertinent to the business success of an organisation, thus embracing open innovation principles.

The ability of older adults to use customized online medical databases to improve their health-related knowledge.

PubMed

Freund, Ophir; Reychav, Iris; McHaney, Roger; Goland, Ella; Azuri, Joseph

2017-06-01

Patient compliance with medical advice and recommended treatment depends on perception of health condition, medical knowledge, attitude, and self-efficacy. This study investigated how use of customized online medical databases, intended to improve knowledge in a variety of relevant medical topics, influenced senior adults' perceptions. Seventy-nine older adults in residence homes completed a computerized, tablet-based questionnaire, with medical scenarios and related questions. Following an intervention, control group participants answered questions without online help while an experimental group received internet links that directed them to customized, online medical databases. Medical knowledge and test scores among the experimental group significantly improved from pre- to post-intervention (p<0.0001) and was higher in comparison with the control group (p<0.0001). No significant change occurred in the control group. Older adults improved their knowledge in desired medical topic areas using customized online medical databases. The study demonstrated how such databases help solve health-related questions among older adult population members, and that older patients appear willing to consider technology usage in information acquisition. Copyright © 2017 Elsevier B.V. All rights reserved.

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.

Trends in Marketing: Customer Relationship Management.

ERIC Educational Resources Information Center

Okula, Susan

2000-01-01

Describes the basics of Customer Relationship Management, a process whereby the customer interacts with the company, the company responds by learning to meet that individual's needs, and the customer is more likely to become loyal. Suggests how marketing students can learn the fundamentals of it. (JOW)

17 CFR 1.55 - Public disclosures by futures commission merchants.

Code of Federal Regulations, 2014 CFR

2014-04-01

...) A basic overview of customer fund segregation, futures commission merchant collateral management and... futures customer, Cleared Swaps Customer, and 30.7 customer receivable balances that the futures... financial data for futures commission merchants. (Approved by the Office of Management and Budget under...

Customer Service: Implications for Reference Practice.

ERIC Educational Resources Information Center

Whitlatch, Jo Bell

1995-01-01

The past decade has seen an increasing emphasis on customer service in business research and management. Two concepts in understanding business customer service practices are discussed: the service encounter and total quality management. Highlights include customer service research and practices in business; implications for library reference…

75 FR 45600 - Information Collection; Customer Data Worksheet Request for Service Center Information Management...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-08-03

... DEPARTMENT OF AGRICULTURE Farm Service Agency Information Collection; Customer Data Worksheet Request for Service Center Information Management System (SCIMS) Record Changes AGENCY: Farm Service... Customer Data Worksheet Request for Service Center Information Management System (SCIMS) that contains the...

76 FR 8761 - Privacy Act of 1974; U.S. Immigration and Customs Enforcement, DHS/ICE-004 Bond Management...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-02-15

... 1974; U.S. Immigration and Customs Enforcement, DHS/ICE-004 Bond Management Information System (BMIS... Bond Management Information System (74 FR 57891, Dec. 21, 2009) expand the categories of records... a U.S. Immigration and Customs Enforcement system of records titled DHS/ICE-004 Bond Management...

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

Running Head: Improving Pharmacy Customer Satisfaction

DTIC Science & Technology

2006-06-29

superior service and excellent outcomes. Nursing Management , 34, 11, 26 - 30. 71 Fairweather, A. (n.d.). Customers - hold onto what you’ve got. Retrieved...from 7http://www.customerservicemanger.com/ customers -hold-onto-what-youve-got.htm, on September 30, 2005. Fedoroff, P. (2006). 12 MANAGE Rigor and...and management fj strategies. Drug Trend Benefits, 16, 7, 380-392. 7Schueler, J. (2000). Customer service through leadership: the Disney way. Training

Employee and customer satisfaction in healthcare.

PubMed

Jackson, Todd; Wood, Ben D

2010-01-01

There were multiple factors identified in a literature review that have a relationship to customer satisfaction, customer loyalty, employee satisfaction, and links between employee and customer satisfaction. Some of the factors identified were communication, wait times, perceived value, trust, dissatisfaction with management, changes in the workplace, vision,and fun at work. Managers must identify these topics to ensure customer satisfaction, customer loyalty,and employee satisfaction which will ultimately have a positive impact on their organizations.

41 CFR 101-28.303 - Benefits provided by customer supply centers.

Code of Federal Regulations, 2011 CFR

2011-07-01

... customer supply centers. 101-28.303 Section 101-28.303 Public Contracts and Property Management Federal Property Management Regulations System FEDERAL PROPERTY MANAGEMENT REGULATIONS SUPPLY AND PROCUREMENT 28... centers. The customer supply centers (CSCs) provide the following: (a) Overall savings to the Federal...

41 CFR 101-28.303 - Benefits provided by customer supply centers.

Code of Federal Regulations, 2012 CFR

2012-07-01

... customer supply centers. 101-28.303 Section 101-28.303 Public Contracts and Property Management Federal Property Management Regulations System FEDERAL PROPERTY MANAGEMENT REGULATIONS SUPPLY AND PROCUREMENT 28... centers. The customer supply centers (CSCs) provide the following: (a) Overall savings to the Federal...

41 CFR 101-28.303 - Benefits provided by customer supply centers.

Code of Federal Regulations, 2014 CFR

2014-07-01

... customer supply centers. 101-28.303 Section 101-28.303 Public Contracts and Property Management Federal Property Management Regulations System FEDERAL PROPERTY MANAGEMENT REGULATIONS SUPPLY AND PROCUREMENT 28... centers. The customer supply centers (CSCs) provide the following: (a) Overall savings to the Federal...

41 CFR 101-28.303 - Benefits provided by customer supply centers.

Code of Federal Regulations, 2013 CFR

2013-07-01

... customer supply centers. 101-28.303 Section 101-28.303 Public Contracts and Property Management Federal Property Management Regulations System FEDERAL PROPERTY MANAGEMENT REGULATIONS SUPPLY AND PROCUREMENT 28... centers. The customer supply centers (CSCs) provide the following: (a) Overall savings to the Federal...

The development of expertise in pediatric rehabilitation therapists: changes in approach, self-knowledge, and use of enabling and customizing strategies.

PubMed

King, Gillian; Currie, Melissa; Bartlett, Doreen J; Gilpin, Michelle; Willoughby, Colleen; Tucker, Mary Ann; Strachan, Deborah; Baxter, Donna

2007-01-01

To examine the clinical decision making of novice, intermediate, and expert pediatric rehabilitation therapists from various disciplines. Two qualitative studies were conducted. Thirteen therapists took part in a study using the critical incident interview technique and 11 therapists took part in a study using the 'think aloud' technique. Therapists were classified as novice, intermediate, or expert in developmental level based on a cluster analysis of data collected using a multifaceted battery of assessment tools. Data were analyzed using a grounded theory approach. Expert and intermediate therapists differed from novices with respect to content, self-, and procedural knowledge. With increasing expertise, therapists use a supportive, educational, holistic, functional, and strengths-based approach; have heightened humility yet increased self-confidence; and understand how to facilitate and support client change and adaptation by using principles of engagement, coherence, and manageability. Expert therapists use enabling and customizing strategies to ensure a successful therapeutic session, optimize the child's functioning in the mid-term, and ensure child and family adaptation and accommodation over the longer-term.

75 FR 69791 - Risk Management Controls for Brokers or Dealers With Market Access

Federal Register 2010, 2011, 2012, 2013, 2014

2010-11-15

... relationship with the ultimate customer, can more effectively implement them. In addition, a broker or dealer... specific risk management controls and supervisory procedures to a customer that is a registered broker... such customer, based on its position in the transaction and relationship with the ultimate customer...

41 CFR 109-28.306 - Customer supply center (CSC) accounts and related controls.

Code of Federal Regulations, 2010 CFR

2010-07-01

... MANAGEMENT REGULATIONS SUPPLY AND PROCUREMENT 28-STORAGE AND DISTRIBUTION 28.3-Customer Supply Centers § 109-28.306 Customer supply center (CSC) accounts and related controls. ... 41 Public Contracts and Property Management 3 2010-07-01 2010-07-01 false Customer supply center...

[How significant are customer surveys in the rehabilitation of patients with mental illness?].

PubMed

Queri, S; Spörrle, M

2008-12-01

In Germany, customer surveys in the field of rehabilitation meanwhile are of high political relevance - particularly since the Deutsche Rentenversicherung (German Pension Insurance) has defined customer judgements as a significant outcome parameter. Both the theoretical conceptualization and the empirical data available suggest that customer satisfaction is a construct widely dependent on subjective factors, which has only little reference to the reality of treatment. In the Herzogsägmühle Rehabilitation Centre a detailed customer survey (rehabilitants with mental illness) was carried out for the first time in 2007 in the framework of internal quality management. Data analysis was to yield new knowledge concerning the validity of subjective patient-related outcome parameters as well as relative to the content dimensioning regarding satisfaction and quality judgments in this specific sample. A Centre-specific questionnaire was constructed taking into account existing empirical data and theoretical considerations concerning the relevant content dimensions of customer satisfaction. Forty-six mostly male rehabilitants with an average age of 25 were interviewed. The majority of the interviewees had been diagnosed as having a schizophrenic or an affective disorder. The data obtained was submitted to a predominantly explorative data analysis, also testing various hypotheses. The results show that the rehabilitants' judgements are differentiated and that the expected positive bias was restricted to a few areas. Also it could be shown that treatment satisfaction and quality evaluations present different content dimensions. While satisfaction depends on the evaluation of treatment efficacy, the quality judgement is dependent on evaluation of the professional skills of the staff involved. CONCLUSION/CONSEQUENCES: In particular the quality judgments of the rehabilitants are important in both internal and external (by the cost carriers) quality management assurance. Both theoretical considerations and empirical findings on the subject of patient satisfaction suggest that surveys should be embedded in a comprehensive evaluation concept in the framework of effectiveness research. It is therefore projected to validate the patient judgements given at the Rehabilitation Centre on objective, treatment-related outcome parameters.

Meeting Customer Service Standards Under Executive Order 12862: NASA’s Space Science Grant Process.

DTIC Science & Technology

1995-07-01

Logistics Management Institute Meeting Customer Service Standards Under Executive Order 12862 NASA’s Space Science Grant Process NS302MR2...Logistics Management Institute to survey the customers — proposal writers and peer review panelists — of its science grant process. This effort benefited... Management Institute (LMI) to develop customer satisfac- tion surveys for both proposal writers and peer review panelists as well as to conduct those

Information and psychomotor skills knowledge acquisition: A student-customer-centered and computer-supported approach.

PubMed

Nicholson, Anita; Tobin, Mary

2006-01-01

This presentation will discuss coupling commercial and customized computer-supported teaching aids to provide BSN nursing students with a friendly customer-centered self-study approach to psychomotor skill acquisition.

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.

Software synthesis using generic architectures

NASA Technical Reports Server (NTRS)

Bhansali, Sanjay

1993-01-01

A framework for synthesizing software systems based on abstracting software system designs and the design process is described. The result of such an abstraction process is a generic architecture and the process knowledge for customizing the architecture. The customization process knowledge is used to assist a designer in customizing the architecture as opposed to completely automating the design of systems. Our approach using an implemented example of a generic tracking architecture which was customized in two different domains is illustrated. How the designs produced using KASE compare to the original designs of the two systems, and current work and plans for extending KASE to other application areas are described.

Virtual Organizations: An Overview

NASA Astrophysics Data System (ADS)

Nami, Mohammad Reza

The need to remain competitive in the open market forces companies to concentrate on their core competencies while searching for alliances when additional skills or resources are needed to fulfill business opportunities. The changing business situation of companies and customer needs have motivated researchers to introduce Virtual Organization (VO) idea. A Virtual Organization is always a form of partnership and managing partners and handling partnerships are crucial. Virtual organizations are defined as a temporary collection of enterprises that cooperate and share resources, knowledge, and competencies to better respond to business opportunities. This paper presents base concepts of virtual organizations including properties, management concepts, operational concepts, and main issues in collaboration such as security and authentication.

76 FR 33817 - Protection of Cleared Swaps Customer Contracts and Collateral; Conforming Amendments to the...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-06-09

...-defaulting cleared swaps customers for risk management reasons. If the DCO makes such a choice, it would... risk management standpoint. Id. 4. Benefits a. Fellow-Customer Risk and Investment Risk In general... 22 and 190 Protection of Cleared Swaps Customer Contracts and Collateral; Conforming Amendments to...

41 CFR 101-28.305 - Prices of customer supply center items.

Code of Federal Regulations, 2010 CFR

2010-07-01

... 41 Public Contracts and Property Management 2 2010-07-01 2010-07-01 true Prices of customer supply center items. 101-28.305 Section 101-28.305 Public Contracts and Property Management Federal Property... DISTRIBUTION 28.3-Customer Supply Centers § 101-28.305 Prices of customer supply center items. The selling...

Teaching Customer-Centric Operations Management--Evidence from an Experiential Learning-Oriented Mass Customisation Class

ERIC Educational Resources Information Center

Medini, Khaled

2018-01-01

The increase of individualised customer demands and tough competition in the manufacturing sector gave rise to more customer-centric operations management such as products and services (mass) customisation. Mass customisation (MC), which inherits the "economy of scale" from mass production (MP), aims to meet specific customer demands…

Customer perceived service quality, satisfaction and loyalty in Indian private healthcare.

PubMed

Kondasani, Rama Koteswara Rao; Panda, Rajeev Kumar

2015-01-01

The purpose of this paper is to analyse how perceived service quality and customer satisfaction lead to loyalty towards healthcare service providers. In total, 475 hospital patients participated in a questionnaire survey in five Indian private hospitals. Descriptive statistics, factor analysis, regression and correlation statistics were employed to analyse customer perceived service quality and how it leads to loyalty towards service providers. Results indicate that the service seeker-service provider relationship, quality of facilities and the interaction with supporting staff have a positive effect on customer perception. Findings help healthcare managers to formulate effective strategies to ensure a better quality of services to the customers. This study helps healthcare managers to build customer loyalty towards healthcare services, thereby attracting and gaining more customers. This paper will help healthcare managers and service providers to analyse customer perceptions and their loyalty towards Indian private healthcare services.

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.

Linkages between organization climate and work outcomes: perceptual differences among health service professionals as a function of customer contact intensity.

PubMed

Scotti, Dennis J; Harmon, Joel

2014-01-01

The delivery of high-quality service, rendered by health service professionals who interact with customers (patients), increases the likelihood that customers will form positive evaluations of the quality of their service encounters as well as high levels of customer satisfaction. Using linkage theory to develop our conceptual framework, we identify four clusters of variables which contribute to a chain of sequential events that connect organization climate to personal and operational work outcomes. We then examine the perceptual differences of service professionals, grouped by intensity of customer contact, with respect to these variables. National data for this project were obtained from multiple sources made available by the Veterans Healthcare Administration (VHA). Cross-group differences were tested using a series of variance analyses. The results indicate that level of customer-contact intensity plays a significant role in explaining variation in perceptions of support staff, clinical practitioners, and nurses at the multivariate and univariate levels of analysis. Contact intensity appears to be a core determinant of the nature of work performed by health service professionals as well as their psychological responses to organizational and customer-related dynamics. Health service professionals are important resources because of their specialized knowledge, labor expense, and scarcity. Based on findings from our research, managers are advised to survey employees' perceptions of their organizational environment and design practices that respond to the unique viewpoints of each of the professional groups identified in this study. Such tailoring should help executives maximize the value of investments in human resources by underwriting patient satisfaction and financial sustainability.

Central Inertial and GPS Test Facility (CIGTF) Customer Handbook

DTIC Science & Technology

2007-08-01

capabilities offer the customer a cost-effective means to evaluate their guidance and navigation systems. The 746 TS also manages the tri-service GPS...minimum your test manager ur test or current phase of testing is complete. 4.0 Customer Feedback The 746 TS works very hard to provide its customers ... Customer Handbook August 2007 HOLLOMAN AFB, NEW MEXICO Distribution Statement A Approved for public release: distribution is

Smart customers, dumb companies.

PubMed

Locke, C

2000-01-01

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

Fool-proofing design and crisis management for customized intelligent physical fitness and healthcare system.

PubMed

Huang, Chung-Chi; Huang, Chung-Lin; Liu, Hsiao-Man

2015-01-01

In recent years, it is quite important to develop a customized system which can enhance physical fitness and health for people. And the system reliability is more important. In the paper, a fool-proofing design and crisis management for customized physical fitness and healthcare system is proposed. It is designed to prevent the failure of the various mechanisms of customized physical fitness and healthcare system, including records, surveillance, assessments, predictions, diagnosis, prescription, and scheduling. It is separated into (1) fool-proofing design module (2) crisis management module. The fool-proofing indexes are set to prevent the failure of the various mechanisms. The states of the various mechanisms are managed by the auto-checked fool-proofing indexes. If mistakes prevention was fail, we have to execute the crisis management for stopping harmful results. The crisis management will find the error level and response the solution by using fuzzy method. By the experiments, we can find the advantages of the fool-proofing design and crisis management for customized physical fitness and healthcare system. And it is effective to prevent the failure of the various mechanisms of intelligent customized physical fitness and healthcare system.

17 CFR 155.3 - Trading standards for futures commission merchants.

Code of Federal Regulations, 2010 CFR

2010-04-01

...) Insure, to the extent possible, that each order received from a customer or from an option customer which... the affiliated person has gained knowledge of the customer's or option customer's order prior to the... merchant or any of its affiliated persons by reason of their relationship to such other person, except with...

17 CFR 155.3 - Trading standards for futures commission merchants.

Code of Federal Regulations, 2011 CFR

2011-04-01

...) Insure, to the extent possible, that each order received from a customer or from an option customer which... the affiliated person has gained knowledge of the customer's or option customer's order prior to the... merchant or any of its affiliated persons by reason of their relationship to such other person, except with...

17 CFR 155.3 - Trading standards for futures commission merchants.

Code of Federal Regulations, 2012 CFR

2012-04-01

...) Insure, to the extent possible, that each order received from a customer or from an option customer which... the affiliated person has gained knowledge of the customer's or option customer's order prior to the... merchant or any of its affiliated persons by reason of their relationship to such other person, except with...

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

ERIC Educational Resources Information Center

Brewer, Julie; And Others

1995-01-01

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

Managing Business-to-Business Relationships throughout the E-Commerce Procurement Life Cycle.

ERIC Educational Resources Information Center

Archer, Norm; Yuan, Yufei

2000-01-01

Since the core of e-commerce is information and communications, support for managing customer relationships is available to those who know how to use it. Discusses how technology can be used to encourage and facilitate customer-business relationships. Shows through a customer relationship life cycle model how the management of related procurement…

An information model to support user-centered design of medical devices.

PubMed

Hagedorn, Thomas J; Krishnamurty, Sundar; Grosse, Ian R

2016-08-01

The process of engineering design requires the product development team to balance the needs and limitations of many stakeholders, including those of the user, regulatory organizations, and the designing institution. This is particularly true in medical device design, where additional consideration must be given for a much more complex user-base that can only be accessed on a limited basis. Given this inherent challenge, few projects exist that consider design domain concepts, such as aspects of a detailed design, a detailed view of various stakeholders and their capabilities, along with the user-needs simultaneously. In this paper, we present a novel information model approach that combines a detailed model of design elements with a model of the design itself, customer requirements, and of the capabilities of the customer themselves. The information model is used to facilitate knowledge capture and automated reasoning across domains with a minimal set of rules by adopting a terminology that treats customer and design specific factors identically, thus enabling straightforward assessments. A uniqueness of this approach is that it systematically provides an integrated perspective on the key usability information that drive design decisions towards more universal or effective outcomes with the very design information impacted by the usability information. This can lead to cost-efficient optimal designs based on a direct inclusion of the needs of customers alongside those of business, marketing, and engineering requirements. Two case studies are presented to show the method's potential as a more effective knowledge management tool with built-in automated inferences that provide design insight, as well as its overall effectiveness as a platform to develop and execute medical device design from a holistic perspective. Copyright © 2016 Elsevier Inc. All rights reserved.

19 CFR 133.13 - Documents and fee to accompany application.

Code of Federal Regulations, 2010 CFR

2010-04-01

... Section 133.13 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY... persons not associated with or related to the applicant but having actual knowledge of the facts, stating that to his best knowledge and belief: (1) The applicant has used the trade name in connection with the...

A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors.

PubMed

Bettencourt, L A; Gwinner, K P; Meuter, M L

2001-02-01

Attitude, personality, and customer knowledge antecedents were compared in their predictive ability of 3 service-oriented forms of employee organizational citizenship behaviors (OCBs): loyalty, service delivery, and participation. For the 1st study, 236 customer-contact employees provided data concerning their OCBs and the attitude, personality, and knowledge antecedents. The 2nd investigation relied on data provided by 144 contact employees from a network of university libraries. Using hierarchical regression in both studies, the authors found that each of the 3 types of service-oriented OCBs was best predicted by different subsets of the antecedents. Job attitudes accounted for the most unique variance in loyalty OCBs, personality accounted for the most unique variance in service delivery OCBs, and customer knowledge and personality jointly were the best predictors of participation OCBs.

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.

Demand forecast model based on CRM

NASA Astrophysics Data System (ADS)

Cai, Yuancui; Chen, Lichao

2006-11-01

With interiorizing day by day management thought that regarding customer as the centre, forecasting customer demand becomes more and more important. In the demand forecast of customer relationship management, the traditional forecast methods have very great limitation because much uncertainty of the demand, these all require new modeling to meet the demands of development. In this paper, the notion is that forecasting the demand according to characteristics of the potential customer, then modeling by it. The model first depicts customer adopting uniform multiple indexes. Secondly, the model acquires characteristic customers on the basis of data warehouse and the technology of data mining. The last, there get the most similar characteristic customer by their comparing and forecast the demands of new customer by the most similar characteristic customer.

A Data Management System Integrating Web-based Training and Randomized Trials: Requirements, Experiences and Recommendations.

PubMed

Muroff, Jordana; Amodeo, Maryann; Larson, Mary Jo; Carey, Margaret; Loftin, Ralph D

2011-01-01

This article describes a data management system (DMS) developed to support a large-scale randomized study of an innovative web-course that was designed to improve substance abuse counselors' knowledge and skills in applying a substance abuse treatment method (i.e., cognitive behavioral therapy; CBT). The randomized trial compared the performance of web-course-trained participants (intervention group) and printed-manual-trained participants (comparison group) to determine the effectiveness of the web-course in teaching CBT skills. A single DMS was needed to support all aspects of the study: web-course delivery and management, as well as randomized trial management. The authors briefly reviewed several other systems that were described as built either to handle randomized trials or to deliver and evaluate web-based training. However it was clear that these systems fell short of meeting our needs for simultaneous, coordinated management of the web-course and the randomized trial. New England Research Institute's (NERI) proprietary Advanced Data Entry and Protocol Tracking (ADEPT) system was coupled with the web-programmed course and customized for our purposes. This article highlights the requirements for a DMS that operates at the intersection of web-based course management systems and randomized clinical trial systems, and the extent to which the coupled, customized ADEPT satisfied those requirements. Recommendations are included for institutions and individuals considering conducting randomized trials and web-based training programs, and seeking a DMS that can meet similar requirements.

Customer-Specific Transaction Risk Management in E-Commerce

NASA Astrophysics Data System (ADS)

Ruch, Markus; Sackmann, Stefan

Increasing potential for turnover in e-commerce is inextricably linked with an increase in risk. Online retailers (e-tailers), aiming for a company-wide value orientation should manage this risk. However, current approaches to risk management either use average retail prices elevated by an overall risk premium or restrict the payment methods offered to customers. Thus, they neglect customer-specific value and risk attributes and leave turnover potentials unconsidered. To close this gap, an innovative valuation model is proposed in this contribution that integrates customer-specific risk and potential turnover. The approach presented evaluates different payment methods using their risk-turnover characteristic, provides a risk-adjusted decision basis for selecting payment methods and allows e-tailers to derive automated risk management decisions per customer and transaction without reducing turnover potential.

Balanced Scorecard Goal Four: Provide Policy Management, Advocacy and Problem Solving Measuring Achievement of Internal Customer Objectives

DTIC Science & Technology

2002-06-01

Achievement of Internal Customer Objectives A Graduate Management Project Submitted to The Residency Committee In Candidacy for the Degree of Masters in...internal customer relations, the GPRMC has incorporated use of a Balanced Scorecard within its management scheme. The scorecard serves as a strategy map...headquarters. The goal, "Provide Policy Management , Advocacy and Problem Solving", addresses the relationship between the headquarters and its internal

The impact of complaint management and service quality on organizational image: A case study at the Malaysian public university library

NASA Astrophysics Data System (ADS)

Tan, Pei Kian; Mohd Suradi, Nur Riza; Saludin, Mohamad Nasir

2013-04-01

Service failure frequently occurs. This affects customer expectations which lead to complaint. However, not all dissatisfied customers actually complain. Without customer feedback, it would be impossible for a company to know whether they needed a change for improvement. Thus, complaint management brings a learning experience to organization in order to provide better service. Therefore, it is important to identify customer dissatisfaction through a systematic complaint handling or management. The study proposes a model of systematic complaint management which applied to academic library as a tool of service recovery. As such, the main purpose of this study is to investigate the critical success factors of complaint management towards service quality, customer satisfaction, customer loyalty and the impact to organizational image at academic library. Three academic libraries have been identified and selected for this project, the Library of Tun Sri Lanang, UKM, UTeM and UNIMAS. Using the justice theory, this study investigates the perception of customers on complaint management in terms of outcomes they receive, procedures used by organization and interpersonal treatment. In this study, there are five factors of complaint management identified, which includes speed of recovery, management system, empowerment, culture and psychology and tangible compensation. A questionnaire was designed and used as the data gathering instrument. A total of 600 respondents participated in this study. Ten hypotheses were used to test the relationships between complaint management, service quality, customer satisfaction, customer loyalty and organizational image. To measure the construct relationships, Structural Equation Model (SEM) approach was used. The results show that management system (b = 0.210; p < 0.05) exerts the highest positive impact on service quality. It followed by psychology and culture (b = 0.188; p < 0.05), empowerment (b = 0.179; p < 0.05) and tangible compensation (b = 0.175; p < 0.05). However, the empirical results suggest that speed of recovery (b = -0.009; p > 0.05) do not influence service quality. The second part of this study uses confirmatory factor analysis (CFA) to analyze and confirm the conceptual model proposed in this research. The result shows that all the values obtained in this study fits the data reasonably well.

Static Extraction and Conformance Analysis of Hierarchical Runtime Architectural Structure

DTIC Science & Technology

2010-05-14

Example: CryptoDB 253 Architectural Component Java Class Note CustomerManager cryptodb.test.CustomerManager AKA “ crypto consumer” CustomerManager.Receipts...PROVIDERS PLAIN KEYID KEYMANAGEMENT KEYSTORAGE CRYPTO (+) (+) (+) (+) (+) (+) (+)(+) Figure 7.29: CryptoDB: Level-0 OOG with String objects...better understand this communication, we declared different domains for plain-text (PLAIN), encrypted ( CRYPTO ), alias identifier (ALIASID), and key

The Implementation of CRM at FISC Norfolk Detachment Philadelphia

DTIC Science & Technology

2003-06-01

Customer Relationship Management system. [28] If FISC decides to implement a CRM system, the decision will impact the duties of the...distribution is unlimited 12b. DISTRIBUTION CODE 13. ABSTRACT (maximum 200 words) Customer Relations Management ( CRM ) can be defined in many ways. In...Norfolk Philadelphia Mission Statement. 15. NUMBER OF PAGES 91 14. SUBJECT TERMS Customer Relations Management System, CRM ,

One to One Recommendation System in Apparel On-Line Shopping

NASA Astrophysics Data System (ADS)

Sekozawa, Teruji; Mitsuhashi, Hiroyuki; Ozawa, Yukio

We propose an apparel online shopping site that the fashion adviser exists on the internet. The fashion adviser, who has detailed knowledge about the fashion in real shop, selects and coordinates the clothes of the customer's preference. However, the customer, who didn't have detailed knowledge about the fashion, was not able to choose the clothes suitable for the customer's preference from among the candidate of a large amount of clothes on a conventional apparel shopping site. Then, we compose the system that analyzes the customer's preference by the AHP technique, makes to the cluster by the correlation of clothes, and analyzes the market basket. As a result, this system can coordinate the clothes appropriate for the favor of an individual customer. Moreover, this system can propose the recommendation of other clothes based on past sales data.

Managers' perceptions of customers' satisfactions with their hospital cafeteria services.

PubMed

Johnston, C M; Upton, E M

1991-01-01

It is important that hospital cafeterias deliver products that create customer satisfaction so that financial objectives are met. An exploratory descriptive survey of 12 selected hospital cafeterias used a self-administered questionnaire to determine how satisfied customers were with services provided. It also asked cafeteria managers to give their perceptions of their customers' relative satisfaction/dissatisfaction with the service. Principal components analysis, followed by varimax rotation, identified four underlying constructs of the 15 pre-selected foodservice characteristics used to measure relative satisfaction. A multiple regression model, controlling for country, hospital size and customer demographics, in which the dependent variable was overall rating, found that the independent variables, the underlying rating constructs--food and service--made a much greater impact on overall rating than environment and accessibility. Most cafeteria managers' predictions about their customers' satisfaction were within two standard deviations of their customers' mean scores of satisfaction. While the managers' close association with their service may have accounted for this, it does not necessarily follow that they have the power to implement policy and product improvements.

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...

75 FR 47823 - Agency Information Collection Activities: Submission for OMB Review; Comment Request, OMB No...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-08-09

...-0102; Federal Emergency Management Agency Housing Inspection Services Customer Satisfaction Survey... Emergency Management Agency Housing Inspection Services Customer Satisfaction Survey. SUMMARY: The Federal... Inspection Services Customer Satisfaction Survey. Type of Information Collection: Revision of a currently...

Systems Modelling of the Socio-Technical Aspects of Residential Electricity Use and Network Peak Demand

PubMed Central

Lewis, Jim; Mengersen, Kerrie; Buys, Laurie; Vine, Desley; Bell, John; Morris, Peter; Ledwich, Gerard

2015-01-01

Provision of network infrastructure to meet rising network peak demand is increasing the cost of electricity. Addressing this demand is a major imperative for Australian electricity agencies. The network peak demand model reported in this paper provides a quantified decision support tool and a means of understanding the key influences and impacts on network peak demand. An investigation of the system factors impacting residential consumers’ peak demand for electricity was undertaken in Queensland, Australia. Technical factors, such as the customers’ location, housing construction and appliances, were combined with social factors, such as household demographics, culture, trust and knowledge, and Change Management Options (CMOs) such as tariffs, price, managed supply, etc., in a conceptual ‘map’ of the system. A Bayesian network was used to quantify the model and provide insights into the major influential factors and their interactions. The model was also used to examine the reduction in network peak demand with different market-based and government interventions in various customer locations of interest and investigate the relative importance of instituting programs that build trust and knowledge through well designed customer-industry engagement activities. The Bayesian network was implemented via a spreadsheet with a tickbox interface. The model combined available data from industry-specific and public sources with relevant expert opinion. The results revealed that the most effective intervention strategies involve combining particular CMOs with associated education and engagement activities. The model demonstrated the importance of designing interventions that take into account the interactions of the various elements of the socio-technical system. The options that provided the greatest impact on peak demand were Off-Peak Tariffs and Managed Supply and increases in the price of electricity. The impact in peak demand reduction differed for each of the locations and highlighted that household numbers, demographics as well as the different climates were significant factors. It presented possible network peak demand reductions which would delay any upgrade of networks, resulting in savings for Queensland utilities and ultimately for households. The use of this systems approach using Bayesian networks to assist the management of peak demand in different modelled locations in Queensland provided insights about the most important elements in the system and the intervention strategies that could be tailored to the targeted customer segments. PMID:26226511

Does anti-malarial drug knowledge predict anti-malarial dispensing practice in drug outlets? A survey of medicine retailers in western Kenya.

PubMed

Rusk, Andria; Smith, Nathan; Menya, Diana; Obala, Andrew; Simiyu, Chrispinus; Khwa-Otsyula, Barasa; O'Meara, Wendy

2012-08-06

Malaria is a major cause of morbidity and mortality in Kenya, where it is the fifth leading cause of death in both children and adults. Effectively managing malaria is dependent upon appropriate treatment. In Kenya, between 17 to 83 percent of febrile individuals first seek treatment for febrile illness over the counter from medicine retailers. Understanding medicine retailer knowledge and behaviour in treating suspected malaria and dispensing anti-malarials is crucial. To investigate medicine retailer knowledge about anti-malarials and their dispensing practices, a survey was conducted of all retail drug outlets that sell anti-malarial medications and serve residents of the Webuye Health and Demographic Surveillance Site in the Bungoma East District of western Kenya. Most of the medicine retailers surveyed (65%) were able to identify artemether-lumefantrine (AL) as the Kenyan Ministry of Health recommended first-line anti-malarial therapy for uncomplicated malaria. Retailers who correctly identified this treatment were also more likely to recommend AL to adult and paediatric customers. However, the proportion of medicine retailers who recommend the correct treatment is disappointingly low. Only 48% would recommend AL to adults, and 37% would recommend it to children. It was discovered that customer demand has an influence on retailer behaviour. Retailer training and education were found to be correlated with anti-malarial drug knowledge, which in turn is correlated with dispensing practices. Medicine retailer behaviour, including patient referral practice and dispensing practices, are also correlated with knowledge of the first-line anti-malarial medication. The Kenya Ministry of Health guidelines were found to influence retailer drug stocking and dispensing behaviours. Most medicine retailers could identify the recommended first-line treatment for uncomplicated malaria, but the percentage that could not is still too high. Furthermore, knowing the MOH recommended anti-malarial medication does not always ensure it is recommended or dispensed to customers. Retailer training and education are both areas that could be improved. Considering the influence that patient demand has on retailer behaviour, future interventions focusing on community education may positively influence appropriate dispensing of anti-malarials.

Does anti-malarial drug knowledge predict anti-malarial dispensing practice in drug outlets? A survey of medicine retailers in western Kenya

PubMed Central

2012-01-01

Background Malaria is a major cause of morbidity and mortality in Kenya, where it is the fifth leading cause of death in both children and adults. Effectively managing malaria is dependent upon appropriate treatment. In Kenya, between 17 to 83 percent of febrile individuals first seek treatment for febrile illness over the counter from medicine retailers. Understanding medicine retailer knowledge and behaviour in treating suspected malaria and dispensing anti-malarials is crucial. Methods To investigate medicine retailer knowledge about anti-malarials and their dispensing practices, a survey was conducted of all retail drug outlets that sell anti-malarial medications and serve residents of the Webuye Health and Demographic Surveillance Site in the Bungoma East District of western Kenya. Results Most of the medicine retailers surveyed (65%) were able to identify artemether-lumefantrine (AL) as the Kenyan Ministry of Health recommended first-line anti-malarial therapy for uncomplicated malaria. Retailers who correctly identified this treatment were also more likely to recommend AL to adult and paediatric customers. However, the proportion of medicine retailers who recommend the correct treatment is disappointingly low. Only 48% would recommend AL to adults, and 37% would recommend it to children. It was discovered that customer demand has an influence on retailer behaviour. Retailer training and education were found to be correlated with anti-malarial drug knowledge, which in turn is correlated with dispensing practices. Medicine retailer behaviour, including patient referral practice and dispensing practices, are also correlated with knowledge of the first-line anti-malarial medication. The Kenya Ministry of Health guidelines were found to influence retailer drug stocking and dispensing behaviours. Conclusion Most medicine retailers could identify the recommended first-line treatment for uncomplicated malaria, but the percentage that could not is still too high. Furthermore, knowing the MOH recommended anti-malarial medication does not always ensure it is recommended or dispensed to customers. Retailer training and education are both areas that could be improved. Considering the influence that patient demand has on retailer behaviour, future interventions focusing on community education may positively influence appropriate dispensing of anti-malarials. PMID:22866866

Consistent visualizations of changing knowledge

PubMed Central

Tipney, Hannah J.; Schuyler, Ronald P.; Hunter, Lawrence

2009-01-01

Networks are increasingly used in biology to represent complex data in uncomplicated symbolic form. However, as biological knowledge is continually evolving, so must those networks representing this knowledge. Capturing and presenting this type of knowledge change over time is particularly challenging due to the intimate manner in which researchers customize those networks they come into contact with. The effective visualization of this knowledge is important as it creates insight into complex systems and stimulates hypothesis generation and biological discovery. Here we highlight how the retention of user customizations, and the collection and visualization of knowledge associated provenance supports effective and productive network exploration. We also present an extension of the Hanalyzer system, ReOrient, which supports network exploration and analysis in the presence of knowledge change. PMID:21347184

APOM-project: managing change to the customer in community pharmacy practice.

PubMed

Mobach, M P; van der Werf, J; Tromp, T F

1999-10-01

In 1994, a Ph.D.-study started regarding pharmacy, organization and management (APOM) in the Netherlands. This article describes the final phase of the study in community pharmacy practice: managerial problems in change to the customer and the difference between supported pharmacy managers and independent ones. It appeared that pharmacy managers experienced problems with the formulation and use of aims, norms, and measurements. Although many organizations operating in the pharmaceutical sector are a good source for new ideas, they lack to have the proper support for these problems. The difference between supported and independent pharmacy managers was minimal in the change to the customer. Pharmacy managers are in need of micro-instrumentalization: aims, norms, and monitor instruments for customer activities applicable at their own pharmacy. Moreover, pharmacy managers will have to learn how to deal with the tension between money and care in order to improve the 'grip' on their organization.

77 FR 67865 - Enhancing Protections Afforded Customers and Customer Funds Held by Futures Commission Merchants...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-11-14

... Parts 1, 3, 22 et al. Enhancing Protections Afforded Customers and Customer Funds Held by Futures... Customers and Customer Funds Held by Futures Commission Merchants and Derivatives Clearing Organizations... amend existing regulations to require enhanced customer protections, risk management programs, internal...

An Integrated Strategy for Promoting Geoscience Education and Research in Developing Countries through International Cooperation

NASA Astrophysics Data System (ADS)

Aswathanarayana, U.

2007-12-01

Geoscience education and research in Developing countries should aim at achieving food, water and environmental security, and disaster preparedness, based on the synergetic application of earth (including atmospheric and oceanic realms), space and information sciences through economically-viable, ecologically- sustainable and people-participatory management of natural resources. The proposed strategy involves the integration of the following three principal elements: (i) What needs to be taught: Geoscience needs to be taught as earth system science incorporating geophysical, geochemical and geobiological approaches, with focus (say, 80 % of time) on surficial processes (e.g. dynamics of water, wind and waves, surface and groundwater, soil moisture, geomorphology, landuse, crops), and surficial materials (e.g. soils, water, industrial minerals, sediments, biota). Subjects such as the origin, structure and evolution of the earth, and deep-seated processes (e.g. dynamics of the crust-mantle interaction, plate tectonics) could be taught by way of background knowledge (say, 20 % of the time), (ii) How jobs are to be created: Jobs are to be created by merging geoscience knowledge with economic instruments (say, micro enterprises), and management structures at different levels (Policy level, Technology Transfer level and Implementation level), customized to the local biophysical and socioeconomic situations, and (iii) International cooperation: Web-based instruction (e.g. education portals, virtual laboratories) through South - South and North - South cooperation, customized to the local biophysical and socioeconomic situations, with the help of (say) UNDP, UNESCO, World Bank, etc.

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…

Mining residential water and electricity demand data in Southern California to inform demand management strategies

NASA Astrophysics Data System (ADS)

Cominola, A.; Spang, E. S.; Giuliani, M.; Castelletti, A.; Loge, F. J.; Lund, J. R.

2016-12-01

Demand side management strategies are key to meet future water and energy demands in urban contexts, promote water and energy efficiency in the residential sector, provide customized services and communications to consumers, and reduce utilities' costs. Smart metering technologies allow gathering high temporal and spatial resolution water and energy consumption data and support the development of data-driven models of consumers' behavior. Modelling and predicting resource consumption behavior is essential to inform demand management. Yet, analyzing big, smart metered, databases requires proper data mining and modelling techniques, in order to extract useful information supporting decision makers to spot end uses towards which water and energy efficiency or conservation efforts should be prioritized. In this study, we consider the following research questions: (i) how is it possible to extract representative consumers' personalities out of big smart metered water and energy data? (ii) are residential water and energy consumption profiles interconnected? (iii) Can we design customized water and energy demand management strategies based on the knowledge of water- energy demand profiles and other user-specific psychographic information? To address the above research questions, we contribute a data-driven approach to identify and model routines in water and energy consumers' behavior. We propose a novel customer segmentation procedure based on data-mining techniques. Our procedure consists of three steps: (i) extraction of typical water-energy consumption profiles for each household, (ii) profiles clustering based on their similarity, and (iii) evaluation of the influence of candidate explanatory variables on the identified clusters. The approach is tested onto a dataset of smart metered water and energy consumption data from over 1000 households in South California. Our methodology allows identifying heterogeneous groups of consumers from the studied sample, as well as characterizing them with respect to consumption profiles features and socio- demographic information. Results show how such better understanding of the considered users' community allows spotting potentially interesting areas for water and energy demand management interventions.

75 FR 59732 - Agency Information Collection Activities: Submission for OMB Review; Comment Request, OMB No...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-09-28

...; Federal Emergency Management Agency Individual Assistance Customer Satisfaction Surveys AGENCY: Federal... Agency Individual Assistance Customer Satisfaction Surveys. Type of Information Collection: Revision of a... quality of services customers want and their level of satisfaction with existing services. FEMA Managers...

16 CFR 310.4 - Abusive telemarketing acts or practices.

Code of Federal Regulations, 2014 CFR

2014-01-01

... to a settlement agreement, debt management plan, or other such valid contractual agreement executed by the customer; (B) The customer has made at least one payment pursuant to that settlement agreement, debt management plan, or other valid contractual agreement between the customer and the creditor or...

16 CFR 310.4 - Abusive telemarketing acts or practices.

Code of Federal Regulations, 2013 CFR

2013-01-01

... to a settlement agreement, debt management plan, or other such valid contractual agreement executed by the customer; (B) The customer has made at least one payment pursuant to that settlement agreement, debt management plan, or other valid contractual agreement between the customer and the creditor or...

16 CFR 310.4 - Abusive telemarketing acts or practices.

Code of Federal Regulations, 2012 CFR

2012-01-01

... to a settlement agreement, debt management plan, or other such valid contractual agreement executed by the customer; (B) The customer has made at least one payment pursuant to that settlement agreement, debt management plan, or other valid contractual agreement between the customer and the creditor or...

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.

Customer-centered brand management.

PubMed

Rust, Roland T; Zeithaml, Valarie A; Lemon, Katherine N

2004-09-01

Most executives today agree that their efforts should be focused on growing the lifetime value of their customers. Yet few companies have come to terms with the implications of that idea for their marketing management. Oldsmobile, for example, enjoyed outstanding brand equity with many customers through the 1980s. But as the century wore further on, the people who loved the Olds got downright old. So why did General Motors spend so many years and so much money trying to reposition and refurbish the tired,tarnished brand? Why didn't GM managers instead move younger buyers along a path of less resistance, toward another of the brands in GM's stable--or even launch a wholly new brand geared to their tastes? Catering to new customers, even at the expense of the brand, would surely have been the path to profits. The reason, argue the authors, is that in large consumer-goods companies like General Motors, brands are the raison d'etre. They are the focus of decision making and the basis of accountability. But this overwhelming focus on growing brand equity is inconsistent with the goal of growing customer equity. Drawing on a wide range of current examples, the authors offer seven tactics that will put brands in the service of growing customer equity. These include replacing traditional brand managers with a new position--the customer segment manager; targeting brands to as narrow an audience as possible; developing the capability and the mind-set to hand off customers from one brand to another within the company; and changing the way brand equity is measured by basing calculations on individual, rather than average, customer data.

Ethnobotanical survey of knowledge and usage custom of traditional insect/mosquito repellent plants among the Ethiopian Oromo ethnic group.

PubMed

Karunamoorthi, Kaliyaperumal; Ilango, Kandan; Endale, Aschalew

2009-09-07

Repellent plants usage is an integral part of Ethiopian tradition and has been practiced over many centuries. Hence, the aim of this study was to assess the knowledge and usage custom of traditional insect/mosquito repellent plants among the Oromo ethnic group in Ethiopia. The ethnobotanical survey was conducted between January and March 2009. All 276 household members were interviewed on knowledge and usage custom of traditional repellent plants, using a pre-tested questionnaire in Kofe kebele, Jimma zone, Ethiopia. 83.6% respondents had adequate knowledge and usage custom regarding insect/mosquito repellent plants. Application of smoke by burning the repellent plant materials was the most common practice. The chi-square test result revealed that there was no statistically significant association found between the knowledge about insect repellent plants and sex (p-value=0.8912), educational status (p-value=0.7504), and age (p-value=0.1631) of the respondents. However, usage custom of repellent plants was significantly associated with sex (p-value=0.0002) and average monthly income (p-value=0.0001) although not with educational status (p-value=0.5206) of the respondents. Repellent efficacy of these plants is undetermined and therefore the scientific validity should be evaluated by conducting further laboratory and field research. Majority of the repellent plants have been used as medicine to treat various ailments by the local community. Furthermore, they are easily available, accessible and affordable therefore usage of traditional repellent plants should be promoted among the local residents in order to reduce vector-borne disease prevalence.

The current healthcare environment: who is the customer?

PubMed

Heater, B S

1996-01-01

The customer of health care is identified in different third-party financial reimbursement periods beginning with the period before Medicare. The author speculates that the customer in a managed care system might be the corporate offices where employee healthcare decisions are made. In a discussion of managed care, nurses are cautioned about the threats to patient welfare when institutional goals become the customer and take precedence over clinical outcomes of patients.

Towards Agent-Oriented Approach to a Call Management System

NASA Astrophysics Data System (ADS)

Ashamalla, Amir Nabil; Beydoun, Ghassan; Low, Graham

There is more chance of a completed sale if the end customers and relationship managers are suitably matched. This in turn can reduce the number of calls made by a call centre reducing operational costs such as working time and phone bills. This chapter is part of ongoing research aimed at helping a CMC to make better use of its personnel and equipment while maximizing the value of the service it offers to its client companies and end customers. This is accomplished by ensuring the optimal use of resources with appropriate real-time scheduling and load balancing and matching the end customers to appropriate relationship managers. In a globalized market, this may mean taking into account the cultural environment of the customer, as well as the appropriate profile and/or skill of the relationship manager to communicate effectively with the end customer. The chapter evaluates the suitability of a MAS to a call management system and illustrates the requirement analysis phase using i* models.

78 FR 60880 - Statement of Organization, Functions, and Delegations of Authority

Federal Register 2010, 2011, 2012, 2013, 2014

2013-10-02

... Commissioner (KFB) Division of Business and Resource Management (KFB2) Division of Customer Communications... Systems, Division of Business and Resource Management, Division of Customer Communications, Division of...: The Division of Management Services to the Division of Business and Resource Management; the Division...

Scaling PatientsLikeMe via a “Generalized Platform” for Members with Chronic Illness: Web-Based Survey Study of Benefits Arising

PubMed Central

Mack Thorley, Eileen; Simacek, Kristina; Curran, Christopher; Emmas, Cathy

2018-01-01

Background Launched in 2006 for patients with amyotrophic lateral sclerosis, PatientsLikeMe is an online community offering patient-reported outcomes, symptom tracking, and social features. Every member of the site can see all the data reported by every other member, view aggregated reports, identify “patients like them,” and learn about treatment options in order to live better with their condition. In previous studies, members reported benefits such as improved condition knowledge, increased medication adherence, and better management of side effects. However, the site evolved in 2011 from condition-specific “vertical” communities consisting only of people with the same disease to a “generalized platform,” in which every patient could connect with every other patient regardless of condition and with generic, rather than condition-specific, data tools. Some, but not all, communities received further custom tracking tools. Objective We aimed to understand (1) whether members of PatientsLikeMe using the generalized platform still reported similar benefits and (2) assess factors associated with benefits, such as community customization, site use, and patient activation. Methods A cross-sectional retrospective custom survey was fielded to 377,625 members between 2016 and 2017 including the Patient Activation Measure (PAM). A benefit index was developed for comparability across conditions. Results The invitation was viewed by 26,048 members of whom 11,915 did not respond, 5091 opted out, 1591 provided partial data, and 17 were screened out. Complete responses were received from 7434 participants. Users perceived greatest benefit in understanding how their condition may affect them (4530/6770, 66.91% participants, excluding “does not apply” answers), understanding what might help them live better with their condition (4247/6750, 62.92%), which treatments were available (4143/6898, 60.06%), understanding treatment side effects (4182/6902, 60.59%), and important factors in making treatment decisions (3919/6813, 57.52%). The benefit index was 29% higher for the “most activated” patients (PAM level 4 vs PAM level 1; relative risk [RR]=1.29, P<.001), 21% higher for conditions with some community customization versus none (RR=1.21, P<.001), and 11% higher in those using the site most often versus least (RR=1.11, P<.001). Conclusions Members of the generalized platform reported a range of benefits related to improved knowledge and understanding of their condition and treatment management. Condition-specific customization may improve their experience still further. Future studies will explore longitudinal changes to patient activation. PMID:29735472

76 FR 59759 - Self-Regulatory Organizations; Financial Industry Regulatory Authority, Inc.; Notice of Filing...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-09-27

... FINRA members have attained specified levels of competence and knowledge, consistent with applicable... functions: F1: Seeks Business for the Broker-Dealer through Customers and Potential Customers, 20 questions; F2: Evaluates Customers' Other Security Holdings, Financial Situation and Needs, Financial Status...

78 FR 17454 - Self-Regulatory Organizations; Chicago Board Options Exchange, Incorporated; Notice of Filing of...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-03-21

... information barriers, that operate to prevent one trading unit from obtaining knowledge of customer orders... respect to customer orders involving securities for which there is limited pricing information or... Change Relating to Trading Ahead of Customer Orders and Best Execution and Interpositioning Requirements...

41 CFR 102-85.160 - How does a customer agency know how much to budget for Rent?

Code of Federal Regulations, 2011 CFR

2011-01-01

... 41 Public Contracts and Property Management 3 2011-01-01 2011-01-01 false How does a customer... Management Federal Property Management Regulations System (Continued) FEDERAL MANAGEMENT REGULATION REAL... approximately 2 months prior to the agencies' Office of Management and Budget (OMB) submission for the fiscal...

SemanticOrganizer: A Customizable Semantic Repository for Distributed NASA Project Teams

NASA Technical Reports Server (NTRS)

Keller, Richard M.; Berrios, Daniel C.; Carvalho, Robert E.; Hall, David R.; Rich, Stephen J.; Sturken, Ian B.; Swanson, Keith J.; Wolfe, Shawn R.

2004-01-01

SemanticOrganizer is a collaborative knowledge management system designed to support distributed NASA projects, including diverse teams of scientists, engineers, and accident investigators. The system provides a customizable, semantically structured information repository that stores work products relevant to multiple projects of differing types. SemanticOrganizer is one of the earliest and largest semantic web applications deployed at NASA to date, and has been used in diverse contexts ranging from the investigation of Space Shuttle Columbia's accident to the search for life on other planets. Although the underlying repository employs a single unified ontology, access control and ontology customization mechanisms make the repository contents appear different for each project team. This paper describes SemanticOrganizer, its customization facilities, and a sampling of its applications. The paper also summarizes some key lessons learned from building and fielding a successful semantic web application across a wide-ranging set of domains with diverse users.

41 CFR 101-28.302 - Mission of customer supply centers.

Code of Federal Regulations, 2010 CFR

2010-07-01

... 41 Public Contracts and Property Management 2 2010-07-01 2010-07-01 true Mission of customer... DISTRIBUTION 28.3-Customer Supply Centers § 101-28.302 Mission of customer supply centers. Customer supply... of frequently needed common-use expendable items for the accomplishment of customer agency missions. ...

The case for customer loyalty.

PubMed

Sturm, Arthur C

2004-09-01

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

Genetic and Epigenetic Contributions to Human Nutrition and Health: Managing Genome–Diet Interactions

PubMed Central

STOVER, PATRICK J.; CAUDILL, MARIE A.

2017-01-01

The Institute of Medicine recently convened a workshop to review the state of the various domains of nutritional genomics research and policy and to provide guidance for further development and translation of this knowledge into nutrition practice and policy. Nutritional genomics holds the promise to revolutionize both clinical and public health nutrition practice and facilitate the establishment of (a) genome-informed nutrient and food-based dietary guidelines for disease prevention and healthful aging, (b) individualized medical nutrition therapy for disease management, and (c) better targeted public health nutrition interventions (including micronutrient fortification and supplementation) that maximize benefit and minimize adverse outcomes within genetically diverse human populations. As the field of nutritional genomics matures, which will include filling fundamental gaps in knowledge of nutrient–genome interactions in health and disease and demonstrating the potential benefits of customizing nutrition prescriptions based on genetics, registered dietitians will be faced with the opportunity of making genetically driven dietary recommendations aimed at improving human health. PMID:18755320

Expert Seeker: A People-Finder Knowledge Management System

NASA Technical Reports Server (NTRS)

Becerra-Fernandez, Irma

2000-01-01

The first objective for this report was to perform a comprehensive research of industry models currently being used for similar purposes, in order to provide the Center with ideas of what is being done in area by private companies and government agencies. The second objective was to evaluate the use of taxonomies or ontologies to describe and catalog the areas of expertise at GSFC. The creation of a knowledge taxonomy is necessary for information extraction in order for The Expert Seeker to adequately search and find experts in a particular area of expertise. The requirements to develop a taxonomy are: provide minimal descriptive text; have the appropriate level of abstration; facilitate browsing; ease of use and speed of data entry are critical for success; customized to the organization and its culture; extent of knowledge areas; expandable, so new skills could be develop; could be complemented with free text fields to allow users the option to describe their knowledge in detail.

77 FR 75211 - Order Granting Conditional Exemptions Under the Securities Exchange Act of 1934 in Connection...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-12-19

... appropriate risk management and disclosure. In particular, the conditions seek to preserve customers' ability... customers that are affiliates of the BD/FCM--and relate to the risk management and other safeguards the BD... commingle and portfolio margin customer positions in cleared credit default swaps (``CDS''), which include...

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...

B2C Mass Customization in the Classroom

ERIC Educational Resources Information Center

Visich, John K.; Gu, Qiannong; Khumawala, Basheer M.

2012-01-01

The purpose of this article is to describe an internet-based mass customization assignment in Operations Management/Supply Chain Management classes where students utilize the Web site of a company that offers a customized product. Students evaluate the user interface, judge the value proposition of the product they demonstrate, and discuss issues…

78 FR 36744 - Diamond Sawblades and Parts Thereof From the People's Republic of China: Preliminary Results of...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-06-19

... management, production facilities, supplier relationships, and customer base.\\5\\ While no single factor or... significant changes to management, production facilities, supplier relationships, and customers. As a result..., production facilities, and customer/ supplier relationships have not changed as a result of the name change...

75 FR 60409 - Diamond Sawblades and Parts Thereof From the People's Republic of China: Initiation of...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-09-30

... facilities; (2) supplier relationships; (3) management; and (4) customer base.\\6\\ \\6\\ See Letter from Hebei...; and (4) customer base.\\8\\ Although no single factor will necessarily provide a dispositive indication... management, suppliers, customer base, and production facilities that the Department considers in its...

Use of a wiki as a radiology departmental knowledge management system.

PubMed

Meenan, Christopher; King, Antoinette; Toland, Christopher; Daly, Mark; Nagy, Paul

2010-04-01

Information technology teams in health care are tasked with maintaining a variety of information systems with complex support requirements. In radiology, this includes picture archive and communication systems, radiology information systems, speech recognition systems, and other ancillary systems. Hospital information technology (IT) departments are required to provide 24 x 7 support for these mission-critical systems that directly support patient care in emergency and other critical care departments. The practical know-how to keep these systems operational and diagnose problems promptly is difficult to maintain around the clock. Specific details on infrequent failure modes or advanced troubleshooting strategies may reside with only a few senior staff members. Our goal was to reduce diagnosis and recovery times for issues with our mission-critical systems. We created a knowledge base for building and quickly disseminating technical expertise to our entire support staff. We used an open source, wiki-based, collaborative authoring system internally within our IT department to improve our ability to deliver a high level of service to our customers. In this paper, we describe our evaluation of the wiki and the ways in which we used it to organize our support knowledge. We found the wiki to be an effective tool for knowledge management and for improving our ability to provide mission-critical support for health care IT systems.

41 CFR 102-85.30 - Are there special rules for certain Federal customers?

Code of Federal Regulations, 2011 CFR

2011-01-01

... 41 Public Contracts and Property Management 3 2011-01-01 2011-01-01 false Are there special rules for certain Federal customers? 102-85.30 Section 102-85.30 Public Contracts and Property Management Federal Property Management Regulations System (Continued) FEDERAL MANAGEMENT REGULATION REAL PROPERTY 85...

78 FR 78415 - Submission for Review: Customer Service Surveys, OMB Control No. 3206-0236

Federal Register 2010, 2011, 2012, 2013, 2014

2013-12-26

... . SUPPLEMENTARY INFORMATION: The Office of Personnel Management (OPM) leads Federal agencies in shaping human resources management systems to effectively recruit, develop, manage and retain a high quality and diverse... OFFICE OF PERSONNEL MANAGEMENT Submission for Review: Customer Service Surveys, OMB Control No...

41 CFR 102-85.30 - Are there special rules for certain Federal customers?

Code of Federal Regulations, 2010 CFR

2010-07-01

... 41 Public Contracts and Property Management 3 2010-07-01 2010-07-01 false Are there special rules for certain Federal customers? 102-85.30 Section 102-85.30 Public Contracts and Property Management Federal Property Management Regulations System (Continued) FEDERAL MANAGEMENT REGULATION REAL PROPERTY 85...

Managing the market. Focusing on a select group of customers can keep an organization competitive.

PubMed

MacStravic, R S

1989-05-01

The real challenge in healthcare marketing today is managing markets, focusing on selected groups of customers rather than on the organization or its services. Market management includes three distinct but related levels: Strategic market management assesses current and potential markets and chooses those the organization can serve best; segment management focuses on the needs and wants of subsets of chosen customers; and customer management reinforces long-term commitments to the organization. The patient care experience can be broken down into specific contacts with each staff member. The key to managing the experience is to identify and achieve standards of performance for each contact by examining what each event means to the patients and how patients judge each staff member, as well as the overall care experience. Regular feedback helps. An unavoidable risk in market management is that a given segment may decline in size, in need for services, or in cohesiveness as a segment. Yet those organizations which can identify the right segments and "manage" them effectively will have an advantage in a competitive market.

Fish traders as key actors in fisheries: gender and adaptive management.

PubMed

Fröcklin, Sara; de la Torre-Castro, Maricela; Lindström, Lars; Jiddawi, Narriman S

2013-12-01

This paper fills an important gap towards adaptive management of small-scale fisheries by analyzing the gender dimension of fish trade in Zanzibar, Tanzania. We hypothesize that gender-based differences are present in the fish value chain and to test the hypothesis interviews were performed to analyze: (i) markets, customers, and mobility, (ii) material and economic resources, (iii) traded fish species, (iv) contacts and organizations, and (v) perceptions and experiences. Additionally, management documents were analyzed to examine the degree to which gender is considered. Results show that women traders had less access to social and economic resources, profitable markets, and high-value fish, which resulted in lower income. These gender inequalities are linked, among others, to women's reproductive roles such as childcare and household responsibilities. Formal fisheries management was found to be gender insensitive, showing how a crucial feedback element of adaptive management is missing in Zanzibar's management system, i.e., knowledge about key actors, their needs and challenges.

Study on Customer Satisfaction with Facilities Management Services in Lithuania

NASA Astrophysics Data System (ADS)

Lepkova, Natalija; Žūkaitė-Jefimovienė, Giedrė

2012-12-01

The article introduces the concept and content of facilities management (FM) services. The paper presents the concept of customer satisfaction and discusses the key factors which influence the opinions of customers and their satisfaction or dissatisfaction with the services provided. The article presents two studies: a brief survey of several FM service providers and a survey of customer satisfaction with FM services in Lithuania. The conclusions are given at the end of the article.

Assessment of knowledge and usage custom of traditional insect/mosquito repellent plants in Addis Zemen Town, South Gonder, North Western Ethiopia.

PubMed

Karunamoorthi, Kaliyaperumal; Mulelam, Adane; Wassie, Fentahun

2009-01-12

A cross-sectional descriptive study was carried out to assess the knowledge and usage custom of traditional insect/mosquitoes repellent plants among the inhabitants in Addis Zemen Town, Ethiopia. Stratified, systematic random sampling was used for selection of 393 households from the total of 5161 households. One adult from each household was interviewed. The ethnobotonical survey was carried out during the period February 2007 to March 2007. Data analysis was carried out using SPSS, version 9.0. Range and mean were analysed and appropriate tables, graphs and percentage were displayed. Level of significance also determined by using 95% of confidence intervals and p-value. Overall, 97.2% of the respondents had ample knowledge and usage custom concerning traditional insect/mosquito repellent plants. Application of smoke (91.55%) was one of the most commonly well-known methods amongst local community by burning the plant parts such as leaves, stems and roots. Leaves were used by 90.2% for the application smoke. Knowledge and usage custom of traditional insect/mosquito repellent plants had significantly associated with sex (p=0.013) and lower income of respondents (p=0.002). In spite of this, knowledge and usage custom had no significant association with age and educational status. Furthermore, the survey also indicated that most commonly known traditional insect/mosquito repellent plants were Woira*(1) (Olea europaea) 44%, Tinjut* (Ostostegia integrifolia) 39%, Neem* (Azadirachta indica) 14.1%, Wogert* (Silene macroserene) 1.4%, and Kebercho* (Echinops sp.) 1.1%. Indigenous traditional insect/mosquito repellent plants have been used by local hamlet since ancient times for various medicinal purposes. Besides, they are not toxic like existing modern synthetic chemical repellents. Therefore, the traditional use of repellent plants should be encouraged and promoted among the local community.

Knowledge and characteristics of herbal supplement usage among community pharmacy customers in a Malaysian population.

PubMed

Yeong, S W; Choong, Y C

2017-12-01

We investigated the knowledge and characteristics of herbal supplement usage of the customers of community pharmacies in a Malaysian population. Self-administered questionnaires (in English, Malay, or Chinese) were provided to customers at three community pharmacies in Malaysia (Ipoh, Perak). Questionnaire validation and translation validation were performed. A pilot study was conducted before actual questionnaire distribution. Informed consent was obtained from all participants. Total number of participants was 270 (99 males and 171 females) with majority from the 31-50 age group (41.5%). Among the participants, 45.6% were herbal users. The most commonly used herbal supplements were evening primrose oil (17.9%), ginkgo biloba (13.0%), and milk thistle (8.5%). The participants seemed to have sufficient knowledge regarding herbal supplements including safety, quality, and indication of use from medical literature. Participants obtained information about herbal supplements from pharmacists (26.9%), package inserts (25.2%), friends (20.5%), and the Internet (13.3%) more often than from their doctors (9.8%). Most herbal users did not inform their doctors about their usage of herbal supplements (68.3%) or the side effects (61.5%). Herbal supplement users also tended to be women, >50-year-old, and those with higher monthly household incomes. Community pharmacists have a vital role in educating their customers about the safe use of herbal supplements. The participants had sufficient knowledge about herbal supplement usage; therefore, customers of these community pharmacies may have benefitted from the advice of the pharmacists. Further studies could be carried out in future on the knowledge, skills and roles of community pharmacists in the safe use of herbal supplements. Copyright © 2017 Elsevier Ltd. All rights reserved.

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.

Safety management of Ethernet broadband access based on VLAN aggregation

NASA Astrophysics Data System (ADS)

Wang, Li

2004-04-01

With broadband access network development, the Ethernet technology is more and more applied access network now. It is different from the private network -LAN. The differences lie in four points: customer management, safety management, service management and count-fee management. This paper mainly discusses the safety management related questions. Safety management means that the access network must secure the customer data safety, isolate the broad message which brings the customer private information, such as ARP, DHCP, and protect key equipment from attack. Virtue LAN (VLAN) technology can restrict network broadcast flow. We can config each customer port with a VLAN, so each customer is isolated with others. The IP address bound with VLAN ID can be routed rightly. But this technology brings another question: IP address shortage. VLAN aggregation technology can solve this problem well. Such a mechanism provides several advantages over traditional IPv4 addressing architectures employed in large switched LANs today. With VLAN aggregation technology, we introduce the notion of sub-VLANs and super-VLANs, a much more optimal approach to IP addressing can be realized. This paper will expatiate the VLAN aggregation model and its implementation in Ethernet access network. It is obvious that the customers in different sub-VLANs can not communication to each other because the ARP packet is isolated. Proxy ARP can enable the communication among them. This paper will also expatiate the proxy ARP model and its implementation in Ethernet access network.

Silo busting: how to execute on the promise of customer focus.

PubMed

Gulati, Ranjay

2007-05-01

For many senior executives, shifting from selling products to selling solutions--packages of products and services--is a priority in today's increasingly commoditized markets. Companies, however, aren't always structured to make that shift. Knowledge and expertise often reside in silos, and many companies have trouble harnessing their resources across those boundaries in a way that customers value and are willing to pay for. Some companies--like GE Healthcare, Best Buy, and commercial real estate provider Jones Lang LaSalle (JLL)--have restructured themselves around customer needs to deliver true solutions. They did so by engaging in four sets of activities: COORDINATION: To deliver customer-focused solutions, three things must occur easily across boundaries: information sharing, division of labor, and decision making. Sometimes this involves replacing traditional silos with customer-focused ones, but more often it entails transcending existing boundaries. JLL has experimented with both approaches. COOPERATION: Customer-centric companies, such as Cisco Systems, develop metrics for customer satisfaction and incentives that reward customer-focused cooperation. Most also shake up the power structure so that people who are closest to customers have the authority to act on their behalf. CAPABILITY: Delivering customer-focused solutions requires some employees to be generalists instead of specialists. They need experience with more than one product or service, a deep knowledge of customer needs, and the ability to traverse internal boundaries. CONNECTION: By combining their offerings with those of a partner, companies can cut costs even as they create higher-value solutions, as Starbucks has found through its diverse partnerships. To stand out in a commoditized market, companies must understand what customers value. Ultimately, some customers may be better off purchasing products and services piecemeal.

32 CFR 842.133 - Claims by customers, members, participants, or authorized users.

Code of Federal Regulations, 2010 CFR

2010-07-01

... more than expressions of customer dissatisfactions. The activity manager is responsible for... 32 National Defense 6 2010-07-01 2010-07-01 false Claims by customers, members, participants, or... by customers, members, participants, or authorized users. (a) Customer complaints. Do not...

32 CFR 842.133 - Claims by customers, members, participants, or authorized users.

Code of Federal Regulations, 2011 CFR

2011-07-01

... more than expressions of customer dissatisfactions. The activity manager is responsible for... 32 National Defense 6 2011-07-01 2011-07-01 false Claims by customers, members, participants, or... by customers, members, participants, or authorized users. (a) Customer complaints. Do not...

Breaking the trade-off between efficiency and service.

PubMed

Frei, Frances X

2006-11-01

For manufacturers, customers are the open wallets at the end of the supply chain. But for most service businesses, they are key inputs to the production process. Customers introduce tremendous variability to that process, but they also complain about any lack of consistency and don't care about the company's profit agenda. Managing customer-introduced variability, the author argues, is a central challenge for service companies. The first step is to diagnose which type of variability is causing mischief: Customers may arrive at different times, request different kinds of service, possess different capabilities, make varying degrees of effort, and have different personal preferences. Should companies accommodate variability or reduce it? Accommodation often involves asking employees to compensate for the variations among customers--a potentially costly solution. Reduction often means offering a limited menu of options, which may drive customers away. Some companies have learned to deal with customer-introduced variability without damaging either their operating environments or customers' service experiences. Starbucks, for example, handles capability variability among its customers by teaching them the correct ordering protocol. Dell deals with arrival and request variability in its high-end server business by outsourcing customer service while staying in close touch with customers to discuss their needs and assess their experiences with third-party providers. The effective management of variability often requires a company to influence customers' behavior. Managers attempting that kind of intervention can follow a three-step process: diagnosing the behavioral problem, designing an operating role for customers that creates new value for both parties, and testing and refining approaches for influencing behavior.

The design of optimal electric power demand management contracts

NASA Astrophysics Data System (ADS)

Fahrioglu, Murat

1999-11-01

Our society derives a quantifiable benefit from electric power. In particular, forced outages or blackouts have enormous consequences on society, one of which is loss of economic surplus. Electric utilities try to provide reliable supply of electric power to their customers. Maximum customer benefit derives from minimum cost and sufficient supply availability. Customers willing to share in "availability risk" can derive further benefit by participating in controlled outage programs. Specifically, whenever utilities foresee dangerous loading patterns, there is a need for a rapid reduction in demand either system-wide or at specific locations. The utility needs to get relief in order to solve its problems quickly and efficiently. This relief can come from customers who agree to curtail their loads upon request in exchange for an incentive fee. This thesis shows how utilities can get efficient load relief while maximizing their economic benefit. This work also shows how estimated customer cost functions can be calibrated, using existing utility data, to help in designing efficient demand management contracts. In order to design such contracts, optimal mechanism design is adopted from "Game Theory" and applied to the interaction between a utility and its customers. The idea behind mechanism design is to design an incentive structure that encourages customers to sign up for the right contract and reveal their true value of power. If a utility has demand management contracts with customers at critical locations, most operational problems can be solved efficiently. This thesis illustrates how locational attributes of customers incorporated into demand management contract design can have a significant impact in solving system problems. This kind of demand management contracts can also be used by an Independent System Operator (ISO). During times of congestion a loss of economic surplus occurs. When the market is too slow or cannot help relieve congestion, demand management can help solve the problem. Another tool the ISO requires for security purposes is reserves. Even though demand management contracts may not be a good substitute for spinning reserves, they are adequate to augment or replace supplemental and backup reserves.

The Effects of Graphic Feedback, Goal-Setting, and Manager Praise on Customer Service Behaviors

ERIC Educational Resources Information Center

Loewy, Shannon; Bailey, Jon

2007-01-01

The current study used a multiple baseline design to investigate the effects of graphic feedback, goal setting, and manager praise on customer service behaviors in a large retail setting. Direct observation of customer greeting, eye contact, and smiling was used to collect data. After baseline data were collected feedback graphs were posted twice…

The Impact of Software Culture on the Management of Community Data

NASA Astrophysics Data System (ADS)

Collins, J. A.; Pulsifer, P. L.; Sheffield, E.; Lewis, S.; Oldenburg, J.

2013-12-01

The Exchange for Local Observations and Knowledge of the Arctic (ELOKA), a program hosted at the National Snow and Ice Data Center (NSIDC), supports the collection, curation, and distribution of Local and Traditional Knowledge (LTK) data, as well as some quantitative data products. Investigations involving LTK data often involve community participation, and therefore require flexible and robust user interfaces to support a reliable process of data collection and management. Often, investigators focused on LTK and community-based monitoring choose to use ELOKA's data services based on our ability to provide rapid proof-of-concepts and economical delivery of a usable product. To satisfy these two overarching criteria, ELOKA is experimenting with modifications to its software development culture both in terms of how the software applications are developed as well as the kind of software applications (or components) being developed. Over the past several years, NSIDC has shifted its software development culture from one of assigning individual scientific programmers to support particular principal investigators or projects, to an Agile Software Methodology implementation using Scrum practices. ELOKA has participated in this process by working with other product owners to schedule and prioritize development work which is then implemented by a team of application developers. Scrum, along with practices such as Test Driven Development (TDD) and paired programming, improves the quality of the software product delivered to the user community. To meet the need for rapid prototyping and to maximize product development and support with limited developer input, our software development efforts are now focused on creating a platform of application modules that can be quickly customized to suit the needs of a variety of LTK projects. This approach is in contrast to the strategy of delivering custom applications for individual projects. To date, we have integrated components of the Nunaliit Atlas framework (a Java/JavaScript client-server web-based application) with an existing Ruby on Rails application. This approach requires transitioning individual applications to expose a service layer, thus allowing interapplication communication via RESTful services. In this presentation we will report on our experiences using Agile Scrum practices, our efforts to move from custom solutions to a platform of customizable modules, and the impact of each on our ability to support researchers and Arctic residents in the domain of community-based observations and knowledge.

12 CFR 225.28 - List of permissible nonbanking activities.

Code of Federal Regulations, 2010 CFR

2010-01-01

... management official of the client institution, except where such interlocking relationship is permitted... conducting management consulting activities may provide management consulting services to customers not... customers in payment for goods and services, and purchasing from the merchant validly authorized checks that...

EDUCATING MANAGERS ABOUT QUALITY THROUGH CUSTOMER-SUPPLIER UNDERSTANDING

EPA Science Inventory

The successful implementation of a Quality System depends largely on the commitment to Quality by managers and their participation in the quality management process. oday, an accepted definition of quality is largely based on the concept of customer and supplier partnerships in a...

Customer relationship management implementation in the small and medium enterprise

NASA Astrophysics Data System (ADS)

Nugroho, Agus; Suharmanto, Agus; Masugino

2018-03-01

To win the global competition and sustain the business, small and medium enterprise shall implement a reliable information technology application to support their customer data base, production and sales as well as marketing management. This paper addresses the implementation of Customer Relationship Management (CRM) in small and medium enterprise, CV. Densuko Jaya. It is a small and medium enterprises in Semarang, Central Java, Republic of Indonesia deal with rubber processing industry supply chain. ADDIE model utilized in study to setup the CRM functionality at these enterprises. The aim of the authors is to present the benefits resulting from the application of CRM technologies at these enterprises to solve their chronicle issues in the field of integrated customer data base, production management process and sales automation in order to boost their business in the near future. Training and coaching have been delivered to the enterprises staffs and management to ensure that they can execute the system.

12 CFR 368.100 - Obligations concerning institutional customers.

Code of Federal Regulations, 2010 CFR

2010-01-01

... the bank and the customer regarding the nature of the relationship between the bank and the customer... consideration all the facts and circumstances of a particular bank/customer relationship, assessed in the... securities that the institutional customer has in its portfolio and/or under management. While the...

77 FR 61623 - Proposed Renewal of Information Collection: 1090-0007, American Customer Satisfaction Index (ACSI...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-10-10

...: 1090-0007, American Customer Satisfaction Index (ACSI) Government Customer Satisfaction Surveys AGENCY... proposed extension of an information collection for the American Customer Satisfaction Index (ACSI) Government Customer Satisfaction Surveys to the Office of Management and Budget (OMB), and requests public...

The Customer Relationship Management in Terms of Business Practice in Slovakia

NASA Astrophysics Data System (ADS)

Urdziková, Jana; Jakábová, Martina; Saniuk, Sebastian

2012-12-01

The aim of the article is to present the results of the research on focus on the customer in relation to the use of customer relationship management in selected business subjects in Slovakia. The main goal of the research is the mapping of current state to ensure the principle of customer orientation and utilizing of CRM in organizations and industrial enterprises in Slovakia. This is the mapping of the current situation of that problem in practical conditions and determines potential opportunities for improvement.

Virtual Organizations: Trends and Models

NASA Astrophysics Data System (ADS)

Nami, Mohammad Reza; Malekpour, Abbaas

The Use of ICT in business has changed views about traditional business. With VO, organizations with out physical, geographical, or structural constraint can collaborate with together in order to fulfill customer requests in a networked environment. This idea improves resource utilization, reduces development process and costs, and saves time. Virtual Organization (VO) is always a form of partnership and managing partners and handling partnerships are crucial. Virtual organizations are defined as a temporary collection of enterprises that cooperate and share resources, knowledge, and competencies to better respond to business opportunities. This paper presents an overview of virtual organizations and main issues in collaboration such as security and management. It also presents a number of different model approaches according to their purpose and applications.

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).

The Mediating Effect of Kaizen between Total Quality Management (TQM) and Business Performance

NASA Astrophysics Data System (ADS)

Shan, Ang Wei; Fauzi Ahmad, Mohd; Hisyamudin Muhd Nor, Nik

2016-11-01

Every customer preference is different but yet important. The global market is shifting rapidly, organizations are needed to continuously identify new opportunity to obtain competitive advantages. Literature suggested that manufacturing companies are needed to differentiate themselves through emphasize on quality and continuous improvement in product and services as a crucial part to secure and success in the future. The Total Quality Management (TQM) practices has developed a strong bearing on growth and competitiveness in market. Therefore, a proper continuous improvement (Kaizen) practice is needed to eliminate waste and value added in production to remain competitiveness and retained the potential customer. However, based on the previous study it had indicated an inconsistent result between TQM and BP. Besides that, researcher also less emphasized on mediator in previous work. Therefore, the purpose of this paper is to recommend the relationship between TQM and business performance with a mediator's effect of Kaizen. This proposed model attempt to create knowledge to both academician and company players to acquire a better understanding among the TQM and Kaizen practices. Consequently, the Structural Equation Modelling (SEM) techniques is applying to identify and evaluate the relationship among TQM, Kaizen, and business performance in developing a new TQM model.

Customer complaints: a managed care firm's best weapon in CQI.

PubMed

Polonski, G J

1995-01-01

Encouraging customer feedback and developing an automated customer complaint system are two essential steps a health plan must take if it wishes to develop a balanced relationship with the customer. The author explores how the right attitude and appropriate action can ensure that both customers and the company reap the benefits of a comprehensive customer complaint system.

Ensuring Customer Delight: A Quality Approach to Excellence in Management Education

ERIC Educational Resources Information Center

Popli, Sapna

2005-01-01

A customer can recognise a professional institute almost immediately from the manner in which the customer is dealt with. The institute makes the customer (read student) feel special and deals with the customer as a matter of priority rather than as a secondary issue, less important than the undertaking of other activities. The customers of…

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.

A Study of the Air Force’s Exception Management Process: Its Effect on Customer Service and Order Processing

DTIC Science & Technology

1991-09-01

The purpose of this study was two-fold; the first goal was to determine what the SBSS order processing is, and secondly to determine the effect the...current method of ECC management has on the SBSS order processing cycle and the level of customer service rendered by base supply. The research...revealed that exception management is a crucial component of a successful order processing function. Further, it was established that the level of customer

Throw Away that Telework Manual!’ - the Limitations of Existing Telework Literature in the B2C e-Business Context

DTIC Science & Technology

2004-06-01

of Case B identified the importance of a Customer Relationship Management ( CRM ) strategy in their e-business for effective telework to occur as...telework that acknowledge and take account of the heterogeneity of teleworkers. Keywords. Telework, e-Business, Customer relationship management ...to build rapport on-line with the customers makes it easier to work from outside the office. Fourthly, the employees (T3 and T4) and manager (M2

Exploiting Domain Knowledge to Forecast Heating Oil Consumption

NASA Astrophysics Data System (ADS)

Corliss, George F.; Sakauchi, Tsuginosuke; Vitullo, Steven R.; Brown, Ronald H.

2011-11-01

The GasDay laboratory at Marquette University provides forecasts of energy consumption. One such service is the Heating Oil Forecaster, a service for a heating oil or propane delivery company. Accurate forecasts can help reduce the number of trucks and drivers while providing efficient inventory management by stretching the time between deliveries. Accurate forecasts help retain valuable customers. If a customer runs out of fuel, the delivery service incurs costs for an emergency delivery and often a service call. Further, the customer probably changes providers. The basic modeling is simple: Fit delivery amounts sk to cumulative Heating Degree Days (HDDk = Σmax(0,60 °F—daily average temperature)), with wind adjustment, for each delivery period: sk≈ŝk = β0+β1HDDk. For the first few deliveries, there is not enough data to provide a reliable estimate K = 1/β1 so we use Bayesian techniques with priors constructed from historical data. A fresh model is trained for each customer with each delivery, producing daily consumption forecasts using actual and forecast weather until the next delivery. In practice, a delivery may not fill the oil tank if the delivery truck runs out of oil or the automatic shut-off activates prematurely. Special outlier detection and recovery based on domain knowledge addresses this and other special cases. The error at each delivery is the difference between that delivery and the aggregate of daily forecasts using actual weather since the preceding delivery. Out-of-sample testing yields MAPE = 21.2% and an average error of 6.0% of tank capacity for Company A. The MAPE and an average error as a percentage of tank capacity for Company B are 31.5 % and 6.6 %, respectively. One heating oil delivery company who uses this forecasting service [1] reported instances of a customer running out of oil reduced from about 250 in 50,000 deliveries per year before contracting for our service to about 10 with our service. They delivered slightly more oil with 20 % fewer trucks and drivers, citing 250,000 annual savings in operational costs.

41 CFR 101-28.303 - Benefits provided by customer supply centers.

Code of Federal Regulations, 2010 CFR

2010-07-01

... customer supply centers. 101-28.303 Section 101-28.303 Public Contracts and Property Management Federal...-STORAGE AND DISTRIBUTION 28.3-Customer Supply Centers § 101-28.303 Benefits provided by customer supply centers. The customer supply centers (CSCs) provide the following: (a) Overall savings to the Federal...

Multi-Vendor Loyalty Programs: Influencing Customer Behavioral Loyalty?

PubMed

Villacé-Molinero, Teresa; Reinares-Lara, Pedro; Reinares-Lara, Eva

2016-01-01

Loyalty programs are a consolidated marketing instrument whose adoption in many sectors has not been associated with appropriate comprehension of either their management elements or their effects. The purpose of this research is to contribute to knowledge about the effect of loyalty programs on repeat purchase behavior. More specifically, it seeks to discover whether joining a program changes the buying behavior of its members, and, if so, to study the profile of those whose behavior changes most. The intention was also to provide new study variables pertaining to multi-vendor loyalty programs, such as where they are joined or purchases in associated outlets as a result of behavioral loyalty. Research was carried out using a sample of 1200 individuals (31,746 purchases) belonging to a multi-vendor loyalty program. The study period was 13 years, 4 months, and split into two phases: before and after the joining the program. Different methodological approaches, such as the use of transactional databases that included pre-program-enrollment data and of the same sampling units throughout the study, were incorporated into the research with the aim of advancing academic knowledge regarding multi-vendor loyalty programs. Moreover, a type of program and market hardly dealt with in the relevant literature was analyzed. The results showed while the loyalty program had managed to reduce the time between purchases, it had not affected purchase volume or average expenditure. They also demonstrated the existence of a differential profile of customers who had changed their buying behavior to a greater extent. Finally, recency was identified as being the decisive variable in behavioral change.

Multi-Vendor Loyalty Programs: Influencing Customer Behavioral Loyalty?

PubMed Central

Villacé-Molinero, Teresa; Reinares-Lara, Pedro; Reinares-Lara, Eva

2016-01-01

Loyalty programs are a consolidated marketing instrument whose adoption in many sectors has not been associated with appropriate comprehension of either their management elements or their effects. The purpose of this research is to contribute to knowledge about the effect of loyalty programs on repeat purchase behavior. More specifically, it seeks to discover whether joining a program changes the buying behavior of its members, and, if so, to study the profile of those whose behavior changes most. The intention was also to provide new study variables pertaining to multi-vendor loyalty programs, such as where they are joined or purchases in associated outlets as a result of behavioral loyalty. Research was carried out using a sample of 1200 individuals (31,746 purchases) belonging to a multi-vendor loyalty program. The study period was 13 years, 4 months, and split into two phases: before and after the joining the program. Different methodological approaches, such as the use of transactional databases that included pre-program-enrollment data and of the same sampling units throughout the study, were incorporated into the research with the aim of advancing academic knowledge regarding multi-vendor loyalty programs. Moreover, a type of program and market hardly dealt with in the relevant literature was analyzed. The results showed while the loyalty program had managed to reduce the time between purchases, it had not affected purchase volume or average expenditure. They also demonstrated the existence of a differential profile of customers who had changed their buying behavior to a greater extent. Finally, recency was identified as being the decisive variable in behavioral change. PMID:26941677

How Continental Bank outsourced its "crown jewels.".

PubMed

Huber, R L

1993-01-01

No industry relies more on information than banking does, yet Continental, one of America's largest banks, outsources its information technology. Why? Because that's the best way to service the customers that form the core of the bank's business, says vice chairman Dick Huber. In the late 1970s and early 1980s, Continental participated heavily with Penn Square Bank in energy investments. When falling energy prices burst Penn Square's bubble in 1982, Continental was stuck with more than $1 billion in bad loans. Eight years later when Dick Huber came on board, Continental was working hard to restore its once solid reputation. Executives had made many tough decisions already, altering the bank's focus from retail to business banking and laying off thousands of employees. Yet management still needed to cut costs and improve services to stay afloat. Regulators, investors, and analysts were watching every step. Continental executives, eager to focus on the bank's core mission of serving business customers, decided to outsource one after another in-house service--from cafeteria services to information technology. While conventional wisdom holds that banks must retain complete internal control of IT, Continental bucked this argument when it entered into a ten-year, multimillion-dollar contract with Integrated Systems Solutions Corporation. Continental is already reaping benefits from outsourcing IT. Most important, Continental staffers today focus on their true core competencies: intimate knowledge of customers' needs and relationships with customers.

12 CFR 13.100 - Obligations concerning institutional customers.

Code of Federal Regulations, 2010 CFR

2010-01-01

... to institutional customers. (b) The OCC's suitability rule (§ 13.4) is fundamental to fair dealing... under management. While the interpretation in this section is potentially applicable to any... management. ...

COLLABORATE©, Part IV: Ramping Up Competency-Based Performance Management.

PubMed

Treiger, Teresa M; Fink-Samnick, Ellen

The purpose of this fourth part of the COLLABORATE© article series provides an expansion and application of previously presented concepts pertaining to the COLLABORATE paradigm of professional case management practice. The model is built upon a value-driven foundation that: PRIMARY PRACTICE SETTING(S):: Applicable to all health care sectors where case management is practiced. As an industry, health care continues to evolve. Terrain shifts and new influences continually surface to challenge professional case management practice. The need for top-performing and nimble professionals who are knowledgeable and proficient in the workplace continues to challenge human resource departments. In addition to care setting knowledge, professional case managers must continually invest in their practice competence toolbox to grow skills and abilities that transcend policies and processes. These individuals demonstrate agility in framing (and reframing) their professional practice to facilitate the best possible outcomes for their clients. Therefore, the continued emphasis on practice competence conveyed through the performance management cycle is an essential ingredient to performance management focused on customer service excellence and organizational improvement. Professional case management transcends professional disciplines, educational levels, and practice settings. Business objectives continue to drive work process and priorities in many practice settings. However, competencies that align with regulatory and accreditation requirements should be the critical driver for consistent, high-quality case management practice. Although there is inherent value in what various disciplines bring to the table, this advanced model unifies behind case management's unique, strengths-based identity instead of continuing to align within traditional divisions (e.g., discipline, work setting, population served). This model fosters case management's expanding career advancement opportunities.

Managing customization in health care: a framework derived from the services sector literature.

PubMed

Minvielle, Etienne; Waelli, Mathias; Sicotte, Claude; Kimberly, John R

2014-08-01

Organizations that provide health services are increasingly in need of systems and approaches that will enable them to be more responsive to the needs and wishes of their clients. Two recent trends, namely, patient-centered care (PCC) and personalized medicine, are first steps in the customization of care. PCC shifts the focus away from the disease to the patient. Personalized medicine, which relies heavily on genetics, promises significant improvements in the quality of healthcare through the development of tailored and targeted drugs. We need to understand how these two trends can be related to customization in healthcare delivery and, because customization often entails extra costs, to define new business models. This article analyze how customization of the care process can be developed and managed in healthcare. Drawing on relevant literature from various services sectors, we have developed a framework for the implementation of customization by the hospital managers and caregivers involved in care pathways. Copyright © 2014 The Authors. Published by Elsevier Ireland Ltd.. All rights reserved.

An Analysis of the Field Service Function of Selected Electronics Firms

DTIC Science & Technology

1992-01-01

Customer Engineer Evaluation ............... 175 Customer Satisfaction ...................... 176 Customer Complaints ......................... 176...system to assure satisfaction of requirements for operation, maintenance, and repair of products; -- the establishment of a responsive, efficient, and cost...research. This dissertation addresses some of the identified research needs and provides a contribution to the field service body of knowledge. By analyzing

Don't throw out the customer.

PubMed

Deffenbaugh, J L

1997-01-01

Addresses the severe criticism by the Health Service Commissioner of NHS trusts for their handling of patient complaints, particularly the attitude of managers and the new NHS trust culture, which emphasized that patients should be considered as more than just customers. Argues that the word "customer" should not be thrown out because managers are uncomfortable with it; takes the view that while they may have tried to adopt the term, they have failed to appreciate its meaning. Makes a comparison between customer and consumer and presents a case for regarding patients as customers. Concludes that lessons can be learned from private business in developing the provider-customer relationship and that attitude and behaviour changes can be brought about by a long-term cultural change programme.

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.

Customer orientation among employees in public administration: a transnational, longitudinal study.

PubMed

Korunka, Christian; Scharitzer, Dieter; Carayon, Pascale; Hoonakker, Peter; Sonnek, Angelika; Sainfort, Francois

2007-05-01

The relation between ergonomic principles and quality management initiatives, both, in the private and public sector, has received increasing attention in the recent years. Customer orientation among employees is not only an important quality principle, but also an essential prerequisite for customer satisfaction, especially in service organizations. In this context, the objective of introducing new public management (NPM) in public-service organizations is to increase customer orientation among employees who are at the forefront of service providing. In this study, we developed a short scale to measure perceived customer orientation. In two separate longitudinal studies carried out in Austria and the US, we analyzed changes in customer orientation resulting from the introduction of NPM. In both organizations, we observed a significant increase in customer orientation. Perceived customer orientation was related to job characteristics, organizational characteristics and employee quality of working life. Creating positive influences on these characteristics within the framework of an organizational change process has positive effects on employee customer orientation.

A methodology model for quality management in a general hospital.

PubMed

Stern, Z; Naveh, E

1997-01-01

A reappraisal is made of the relevance of industrial modes of quality management to the issues of medical care. Analysis of the nature of medical care, which differentiates it from the supplier-client relationships of industry, presents the main intrinsic characteristics, which create problems in application of the industrial quality management approaches to medical care. Several examples are the complexity of the relationship between the medical action and the result obtained, the client's nonacceptance of economic profitability as a value in his medical care, and customer satisfaction biased by variable standards of knowledge. The real problems unique to hospitals are addressed, and a methodology model for their quality management is offered. Included is a sample of indicator vectors, measurements of quality care, cost of medical care, quality of service, and human resources. These are based on the trilogy of planning quality, quality control, and improving quality. The conclusions confirm the inadequacy of industrial quality management approaches for medical institutions and recommend investment in formulation of appropriate concepts.

77 FR 64953 - Notice of Initiation and Preliminary Results of Antidumping Duty Changed Circumstances Review...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-10-24

... company's management, production facilities and customer/supplier relationships have not changed as a... in no significant changes to management, production facilities, supplier relationships, and customers... limited to, changes in: (1) Management; (2) production facilities; (3) supplier relationships; and (4...

Feasibility Study of Engaging Barbershops for Prostate Cancer Education in Rural African-American Communities.

PubMed

Luque, John S; Roy, Siddhartha; Tarasenko, Yelena N; Ross, Levi; Johnson, Jarrett; Gwede, Clement K

2015-12-01

The barbershop is a promising setting where African-American men might receive information and education about prostate cancer. In this study, we assessed the feasibility of engaging rural barbershops as venues for barbers to deliver a prostate cancer education intervention to increase informed decision-making for prostate cancer screening among customers. Twelve barbershops were recruited from two separate micropolitan areas in Georgia as intervention and control sites. Structured interviews were conducted with 11 barbers in both sites about customer characteristics as well as their willingness to participate in the study. The interviews were audio recorded and transcribed for analysis. In the intervention site, six barbers completed a survey and a pre-/posttest prostate cancer knowledge instrument following training classes. Barbers reported a wide average range of customers served per week (50 to 300). African-American men made up an average of 87% of customers. Barbers thought prostate cancer was an important discussion topic, felt they would be comfortable discussing it, and supported the participation of their barbershop in the study. For intervention group barbers, there was a statistically significant difference between the average pretest knowledge score of 72% (mean 12.2, SD=3.2) and the posttest knowledge score of 89% (mean 15.2, SD=1.1) (P=0.03) on the 17-item prostate cancer knowledge instrument. Based on the multiple interactions with the barbers, there was high receptivity to the topic and consensus about the importance of addressing prostate cancer with their customers. Rural barbershops represent feasible venues for delivering a prostate cancer education intervention.

Feasibility Study of Engaging Barbershops for Prostate Cancer Education in Rural African-American Communities

PubMed Central

Roy, Siddhartha; Tarasenko, Yelena N.; Ross, Levi; Johnson, Jarrett; Gwede, Clement K.

2014-01-01

Background The barbershop is a promising setting where African-American men might receive information and education about prostate cancer. In this study, we assessed the feasibility of engaging rural barbershops as venues for barbers to deliver a prostate cancer education intervention to increase informed decision making for prostate cancer screening among customers. Methods Twelve barbershops were recruited from two separate micropolitan areas in Georgia as intervention and control sites. Structured interviews were conducted with 11 barbers in both sites about customer characteristics as well as their willingness to participate in the study. The interviews were audio-recorded and transcribed for analysis. In the intervention site, six barbers completed a survey and a pre-/posttest prostate cancer knowledge instrument following training classes. Results Barbers reported a wide average range of customers served per week (50 to 300). African-American men made up an average of 87% of customers. Barbers thought prostate cancer was an important discussion topic, felt they would be comfortable discussing it, and supported the participation of their barbershop in the study. For intervention group barbers, there was a statistically significant difference between the average pretest knowledge score of 72% (mean 12.2, SD = 3.2) and the posttest knowledge score of 89% (mean 15.2, SD = 1.1) (P = 0.03) on the 17-item prostate cancer knowledge instrument. Conclusion Based on the multiple interactions with the barbers, there was high receptivity to the topic and consensus about the importance of addressing prostate cancer with their customers. Rural barbershops represent feasible venues for delivering a prostate cancer education intervention. PMID:25288347

Integrating observational and modelling systems for the management of the Great Barrier Reef

NASA Astrophysics Data System (ADS)

Baird, M. E.; Jones, E. M.; Margvelashvili, N.; Mongin, M.; Rizwi, F.; Robson, B.; Schroeder, T.; Skerratt, J.; Steven, A. D.; Wild-Allen, K.

2016-02-01

Observational and modelling systems provide two sources of knowledge that must be combined to provide a more complete view than either observations or models alone can provide. Here we describe the eReefs coupled hydrodynamic, sediment and biogeochemical model that has been developed for the Great Barrier Reef; and the multiple observations that are used to constrain the model. Two contrasting examples of model - observational integration are highlighted. First we explore the carbon chemistry of the waters above the reef, for which observations are accurate, but expensive and therefore sparse, while model behaviour is highly skilful. For carbon chemistry, observations are used to constrain model parameterisation and quantify model error, with the model output itself providing the most useable knowledge for management purposes. In contrast, ocean colour provides inaccurate, but cheap and spatially and temporally extensive observations. Thus observations are best combined with the model in a data assimilating framework, where a custom-designed optical model has been developed for the purposes of incorporating ocean colour observations. The future management of Great Barrier Reef water quality will be based on an integration of observing and modelling systems, providing the most robust information available.

Provider management strategies of abnormal test result alerts: a cognitive task analysis

PubMed Central

Sawhney, Mona K; Wilson, Lindsay; Sittig, Dean F; Espadas, Donna; Davis, Traber; Singh, Hardeep

2010-01-01

Objective Electronic medical records (EMRs) facilitate abnormal test result communication through “alert” notifications. The aim was to evaluate how primary care providers (PCPs) manage alerts related to critical diagnostic test results on their EMR screens, and compare alert-management strategies of providers with high versus low rates of timely follow-up of results. Design 28 PCPs from a large, tertiary care Veterans Affairs Medical Center (VAMC) were purposively sampled according to their rates of timely follow-up of alerts, determined in a previous study. Using techniques from cognitive task analysis, participants were interviewed about how and when they manage alerts, focusing on four alert-management features to filter, sort and reduce unnecessary alerts on their EMR screens. Results Provider knowledge of alert-management features ranged between 4% and 75%. Almost half (46%) of providers did not use any of these features, and none used more than two. Providers with higher versus lower rates of timely follow-up used the four features similarly, except one (customizing alert notifications). Providers with low rates of timely follow-up tended to manually scan the alert list and process alerts heuristically using their clinical judgment. Additionally, 46% of providers used at least one workaround strategy to manage alerts. Conclusion Considerable heterogeneity exists in provider use of alert-management strategies; specific strategies may be associated with lower rates of timely follow-up. Standardization of alert-management strategies including improving provider knowledge of appropriate tools in the EMR to manage alerts could reduce the lack of timely follow-up of abnormal diagnostic test results. PMID:20064805

Provider management strategies of abnormal test result alerts: a cognitive task analysis.

PubMed

Hysong, Sylvia J; Sawhney, Mona K; Wilson, Lindsay; Sittig, Dean F; Espadas, Donna; Davis, Traber; Singh, Hardeep

2010-01-01

Electronic medical records (EMRs) facilitate abnormal test result communication through "alert" notifications. The aim was to evaluate how primary care providers (PCPs) manage alerts related to critical diagnostic test results on their EMR screens, and compare alert-management strategies of providers with high versus low rates of timely follow-up of results. 28 PCPs from a large, tertiary care Veterans Affairs Medical Center (VAMC) were purposively sampled according to their rates of timely follow-up of alerts, determined in a previous study. Using techniques from cognitive task analysis, participants were interviewed about how and when they manage alerts, focusing on four alert-management features to filter, sort and reduce unnecessary alerts on their EMR screens. Provider knowledge of alert-management features ranged between 4% and 75%. Almost half (46%) of providers did not use any of these features, and none used more than two. Providers with higher versus lower rates of timely follow-up used the four features similarly, except one (customizing alert notifications). Providers with low rates of timely follow-up tended to manually scan the alert list and process alerts heuristically using their clinical judgment. Additionally, 46% of providers used at least one workaround strategy to manage alerts. Considerable heterogeneity exists in provider use of alert-management strategies; specific strategies may be associated with lower rates of timely follow-up. Standardization of alert-management strategies including improving provider knowledge of appropriate tools in the EMR to manage alerts could reduce the lack of timely follow-up of abnormal diagnostic test results.

76 FR 127 - The Central Valley Project, the California-Oregon Transmission Project, the Pacific Alternating...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-01-03

..., beyond delivered BR, for Full Load Service (FLS) customers and Variable Resource (VR) customers, Western.... FLS and VR customers who contract with Western for such service will pay all SP costs. FLS customers pay a portfolio management charge pursuant to their contract, whereas VR customers pay a scheduling...

Process for Managing and Customizing HPC Operating Systems

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

Brown, David ML

2014-04-02

A process for maintaining a custom HPC operating system was developed at the Environmental Molecular Sciences Laboratory (EMSL) over the past ten years. This process is generic and flexible to manage continuous change as well as keep systems updated while managing communication through well defined pieces of software.

An analytical approach to customer requirement information processing

NASA Astrophysics Data System (ADS)

Zhou, Zude; Xiao, Zheng; Liu, Quan; Ai, Qingsong

2013-11-01

'Customer requirements' (CRs) management is a key component of customer relationship management (CRM). By processing customer-focused information, CRs management plays an important role in enterprise systems (ESs). Although two main CRs analysis methods, quality function deployment (QFD) and Kano model, have been applied to many fields by many enterprises in the past several decades, the limitations such as complex processes and operations make them unsuitable for online businesses among small- and medium-sized enterprises (SMEs). Currently, most SMEs do not have the resources to implement QFD or Kano model. In this article, we propose a method named customer requirement information (CRI), which provides a simpler and easier way for SMEs to run CRs analysis. The proposed method analyses CRs from the perspective of information and applies mathematical methods to the analysis process. A detailed description of CRI's acquisition, classification and processing is provided.

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.

Customer service: the new battlefield for market share.

PubMed

Zimmerman, D; Zimmerman, P; Lund, C

1997-10-01

In a survey conducted by the authors of the following article, it was determined that more than 50 percent of employers and managed care companies dropped providers who failed customer service standards. Many employers stated that they changed health plans according to their employees' preferences. Managed care organizations reported that they use the data from customer service surveys to choose providers, facilitate contract negotiations, and determine provider bonuses. Healthcare financial professionals can gain competitive advantages and help secure their organizations' financial future by focusing their resources and attention toward customer service issues.

Changing learning with new interactive and media-rich instruction environments: virtual labs case study report.

PubMed

Huang, Camillan

2003-01-01

Technology has created a new dimension for visual teaching and learning with web-delivered interactive media. The Virtual Labs Project has embraced this technology with instructional design and evaluation methodologies behind the simPHYSIO suite of simulation-based, online interactive teaching modules in physiology for the Stanford students. In addition, simPHYSIO provides the convenience of anytime web-access and a modular structure that allows for personalization and customization of the learning material. This innovative tool provides a solid delivery and pedagogical backbone that can be applied to developing an interactive simulation-based training tool for the use and management of the Picture Archiving and Communication System (PACS) image information system. The disparity in the knowledge between health and IT professionals can be bridged by providing convenient modular teaching tools to fill the gaps in knowledge. An innovative teaching method in the whole PACS is deemed necessary for its successful implementation and operation since it has become widely distributed with many interfaces, components, and customizations. This paper will discuss the techniques for developing an interactive-based teaching tool, a case study of its implementation, and a perspective for applying this approach to an online PACS training tool. Copyright 2002 Elsevier Science Ltd.

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

The benefits of CRM: is your home care agency missing out?

PubMed

Bishop, Adam D

2009-12-01

Home care executives today have at their disposal all the means necessary to manage information and strengthen relationships with customers, thanks to innovative customer relationship management (CRM) tools, Adam D. Bishop explains.

Mass Customization of Teaching and Training in Organizations: Design Principles and Prototype Evaluation

ERIC Educational Resources Information Center

Nistor, Nicolae; Dehne, Anina; Drews, Frank Thomas

2010-01-01

In search of methods that improve the efficiency of teaching and training in organizations, several authors point out that mass customization (MC) is a principle that covers individual needs of knowledge and skills and, at the same time limits the development costs of customized training to those of mass training. MC is proven and established in…

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

Effective Monitoring and Control of Outsourced Software Development Projects

NASA Astrophysics Data System (ADS)

Ponisio, Laura; Vruggink, Peter

In our study of four outsourcing projects we discover mechanisms to support managerial decision making during software development processes. We report on Customer Office, a framework used in practice that facilitates reasoning about projects by highlighting information paths and making co-ordination issues explicit. The results suggest a key role of modularisation and standardisation to assist in value creation, by facilitating information flow and keeping the overview of the project. The practical implications of our findings are guidelines for managing outsourcing projects such as to have a modularised view of the project based on knowledge domains and to standardise co-ordination operations.

Customer concerns regarding satellite servicing

NASA Technical Reports Server (NTRS)

Rysavy, Gordon

1987-01-01

The organization of orbital servicing of satellites is discussed. Provision of servicing equipment; design interfaces between the satellite and the servicing equipment; and the economic viability of the concept are discussed. The proposed solution for satisfying customer concerns is for the servicing organizations to baseline an adequate inventory of servicing equipment with standard interfaces and established servicing costs. With this knowledge, the customer can conduct tradeoff studies and make programmatic decisions regarding servicing options. A dialog procedure between customers and servicing specialists is outlined.

41 CFR 101-28.306-2 - Use of customer supply centers.

Code of Federal Regulations, 2010 CFR

2010-07-01

... 41 Public Contracts and Property Management 2 2010-07-01 2010-07-01 true Use of customer supply... DISTRIBUTION 28.3-Customer Supply Centers § 101-28.306-2 Use of customer supply centers. (a) Orders are... requirements. All use of the CSC is based upon the customer access code assigned at the time of establishment...

Assessing communications effectiveness in meeting corporate goals of public health organizations.

PubMed

Brown, Gordon D; Bopp, Kenneth D; Boren, Suzanne Austin

2005-01-01

Much evaluation of health communications in public health is considered from a program perspective of smoking cessation, weight reduction, education on sexually transmitted diseases, etc. These studies have advanced the knowledge base of communications theory and evaluation and have contributed to program effectiveness. In program-based evaluation the communications process is structured as part of the program itself. This article extends program-based communications evaluation to view communications from the perspective of the consumer and how effectively public health departments respond to consumer expectations. It develops a conceptual model for evaluating elements of communications such as its importance in defining mission and goals within the community, managing strategic constituencies, and enlisting individuals and groups as customers and co-producers of health. It gives a broader perspective on how communications in public heath organizations are managed and a basis for assessing whether they are being managed effectively.

Ubiquitous-Severance Hospital Project: Implementation and Results

PubMed Central

Chang, Bung-Chul; Kim, Young-A; Kim, Jee Hea; Jung, Hae Kyung; Kang, Eun Hae; Kang, Hee Suk; Lee, Hyung Il; Kim, Yong Ook; Yoo, Sun Kook; Sunwoo, Ilnam; An, Seo Yong; Jeong, Hye Jeong

2010-01-01

Objectives The purpose of this study was to review an implementation of u-Severance information system with focus on electronic hospital records (EHR) and to suggest future improvements. Methods Clinical Data Repository (CDR) of u-Severance involved implementing electronic medical records (EMR) as the basis of EHR and the management of individual health records. EHR were implemented with service enhancements extending to the clinical decision support system (CDSS) and expanding the knowledge base for research with a repository for clinical data and medical care information. Results The EMR system of Yonsei University Health Systems (YUHS) consists of HP integrity superdome servers using MS SQL as a database management system and MS Windows as its operating system. Conclusions YUHS is a high-performing medical institution with regards to efficient management and customer satisfaction; however, after 5 years of implementation of u-Severance system, several limitations with regards to expandability and security have been identified. PMID:21818425

Ubiquitous-severance hospital project: implementation and results.

PubMed

Chang, Bung-Chul; Kim, Nam-Hyun; Kim, Young-A; Kim, Jee Hea; Jung, Hae Kyung; Kang, Eun Hae; Kang, Hee Suk; Lee, Hyung Il; Kim, Yong Ook; Yoo, Sun Kook; Sunwoo, Ilnam; An, Seo Yong; Jeong, Hye Jeong

2010-03-01

The purpose of this study was to review an implementation of u-Severance information system with focus on electronic hospital records (EHR) and to suggest future improvements. Clinical Data Repository (CDR) of u-Severance involved implementing electronic medical records (EMR) as the basis of EHR and the management of individual health records. EHR were implemented with service enhancements extending to the clinical decision support system (CDSS) and expanding the knowledge base for research with a repository for clinical data and medical care information. The EMR system of Yonsei University Health Systems (YUHS) consists of HP integrity superdome servers using MS SQL as a database management system and MS Windows as its operating system. YUHS is a high-performing medical institution with regards to efficient management and customer satisfaction; however, after 5 years of implementation of u-Severance system, several limitations with regards to expandability and security have been identified.

41 CFR 102-85.65 - How does an OA obligate the customer agency?

Code of Federal Regulations, 2010 CFR

2010-07-01

... Property Management Regulations System (Continued) FEDERAL MANAGEMENT REGULATION REAL PROPERTY 85-PRICING POLICY FOR OCCUPANCY IN GSA SPACE Occupancy Agreement § 102-85.65 How does an OA obligate the customer...

Emergency contraception counseling in a retail pharmacy setting: a pilot study.

PubMed

Ragland, Denise; Payakachat, Nalin; Stafford, Rachel A

2015-06-01

Nonprescription emergency contraception (EC) is now available for purchase without age restrictions. This is a great opportunity for pharmacists to provide counseling to ensure that customers use EC correctly. This pilot study explored the impact of student pharmacist counseling on customer knowledge of EC in a retail pharmacy setting and assessed customer satisfaction with the counseling. Counseling was performed at 2 retail pharmacies during June and July 2012. Participants completed a 12-question pretest that measured baseline knowledge of EC prior to a 5- to 10-minute education session, followed by the same 12-question posttest. A follow-up test was conducted via telephone within 1 to 3 months after the counseling. Eighty-seven women participated with a mean age of 30.2 (standard deviation = 7.2) years. The average posttest score was significantly higher than the pretest score (11.5 ± 1.0 vs 8.5 ± 2.5; P < .001). The mean follow-up score (9.9 ± 1.1) was significantly higher than the pretest score (P = .014), which indicated retained knowledge. Participants reported being highly satisfied with the counseling session and strongly agreed that the counseling would help them use EC correctly. Student pharmacist-provided EC counseling increased participants' EC knowledge both immediate and long term. This study suggests that EC counseling is feasible and valued by customers. © The Author(s) 2014.

A positive deviance perspective on hospital knowledge management: analysis of Baldrige Award recipients 2002-2008.

PubMed

Griffith, John R; Fear, Kathleen M; Lammers, Eric; Banaszak-Holl, Jane; Lemak, Christy Harris; Zheng, Kai

2013-01-01

Knowledge management (KM) is emerging as an important aspect of achieving excellent organizational performance, but its use has not been widely explored for hospitals. Taking a positive deviance perspective, we analyzed the applications of nine healthcare organizations (HCOs) that received the Malcolm Baldrige National Quality Award from 2002 to 2008. Baldrige Award applications constitute a uniquely comprehensive, standardized, and audited record of HCOs achieving near-benchmark performance. Applications are organized around leadership, strategy, customers, information, workforce, and operations. We find that KM is frequently referenced in all sections, and about two thirds of each application addresses KM-related issues. Many specific KM activities, such as strategic and action plans, communications, and processes to capture internal and external knowledge, are addressed by all nine applications. We present examples illustrating these frequently appearing KM concepts. Baldrige Award-recipient HCOs apply continuous improvement to KM processes, as they do to their organizations as a whole. We conclude that these HCOs have developed sophisticated, comprehensive KM processes to align both culture and specific procedures throughout the organization. KM in these organizations is a deliberate effort to keep all relevant knowledge at the fingertips of every worker, characterized by frequent communication, careful maintenance of content accuracy, and redundant distribution. We also conclude that the extent and rigor of their KM practice distinguish them from other U.S. hospitals.

Dollar$ & $en$e. Part V: What is your added value?

PubMed

Wilkinson, I

2001-01-01

In Part I of this series, I introduced the concept of memes (1). Memes are ideas or concepts--the information world equivalent of genes. The goal of this series of articles is to infect you with memes, so that you will assimilate, translate, and express them. No matter what our area of expertise or "-ology," we all are in the information business. Our goal is to be in the wisdom business. In the previous papers in this series, I showed that when we convert raw data into wisdom we are moving along a value chain. Each step in the chain adds a different amount of value to the final product: timely, relevant, accurate, and precise knowledge that can be applied to create the ultimate product in the value chain: wisdom. In Part II of this series, I introduced a set of memes for measuring the cost of adding value (2). In Part III of this series, I presented a new set of memes for measuring the added value of knowledge, i.e., intellectual capital (3). In Part IV of this series, I discussed practical knowledge management tools for measuring the value of people, structural, and customer capital (4). In Part V of this series, I will apply intellectual capital and knowledge management concepts at the individual level, to help answer a fundamental question: What is my added value?

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…

Automatic Generation of Customized, Model Based Information Systems for Operations Management.

DTIC Science & Technology

The paper discusses the need for developing a customized, model based system to support management decision making in the field of operations ... management . It provides a critique of the current approaches available, formulates a framework to classify logistics decisions, and suggests an approach for the automatic development of logistics systems. (Author)

'People-Work': Emotion Management, Stress and Coping

ERIC Educational Resources Information Center

Mann, Sandi

2004-01-01

Workers involved in 'people-work' are expected to engage in a great deal of emotion management as they attempt to convey the appropriate emotions (which they may not genuinely feel) to their clients or customers whilst perhaps suppressing inappropriate ones. Should this emotion management be unsuccessful within some industries, a customer may be…

Scaling PatientsLikeMe via a "Generalized Platform" for Members with Chronic Illness: Web-Based Survey Study of Benefits Arising.

PubMed

Wicks, Paul; Mack Thorley, Eileen; Simacek, Kristina; Curran, Christopher; Emmas, Cathy

2018-05-07

Launched in 2006 for patients with amyotrophic lateral sclerosis, PatientsLikeMe is an online community offering patient-reported outcomes, symptom tracking, and social features. Every member of the site can see all the data reported by every other member, view aggregated reports, identify "patients like them," and learn about treatment options in order to live better with their condition. In previous studies, members reported benefits such as improved condition knowledge, increased medication adherence, and better management of side effects. However, the site evolved in 2011 from condition-specific "vertical" communities consisting only of people with the same disease to a "generalized platform," in which every patient could connect with every other patient regardless of condition and with generic, rather than condition-specific, data tools. Some, but not all, communities received further custom tracking tools. We aimed to understand (1) whether members of PatientsLikeMe using the generalized platform still reported similar benefits and (2) assess factors associated with benefits, such as community customization, site use, and patient activation. A cross-sectional retrospective custom survey was fielded to 377,625 members between 2016 and 2017 including the Patient Activation Measure (PAM). A benefit index was developed for comparability across conditions. The invitation was viewed by 26,048 members of whom 11,915 did not respond, 5091 opted out, 1591 provided partial data, and 17 were screened out. Complete responses were received from 7434 participants. Users perceived greatest benefit in understanding how their condition may affect them (4530/6770, 66.91% participants, excluding "does not apply" answers), understanding what might help them live better with their condition (4247/6750, 62.92%), which treatments were available (4143/6898, 60.06%), understanding treatment side effects (4182/6902, 60.59%), and important factors in making treatment decisions (3919/6813, 57.52%). The benefit index was 29% higher for the "most activated" patients (PAM level 4 vs PAM level 1; relative risk [RR]=1.29, P<.001), 21% higher for conditions with some community customization versus none (RR=1.21, P<.001), and 11% higher in those using the site most often versus least (RR=1.11, P<.001). Members of the generalized platform reported a range of benefits related to improved knowledge and understanding of their condition and treatment management. Condition-specific customization may improve their experience still further. Future studies will explore longitudinal changes to patient activation. ©Paul Wicks, Eileen Mack Thorley, Kristina Simacek, Christopher Curran, Cathy Emmas. Originally published in the Journal of Medical Internet Research (http://www.jmir.org), 07.05.2018.

Contracting Deployment Customer Guide.

DTIC Science & Technology

1996-12-01

functional managers from the major commands expressed the need to develop a Customer Guide for contingency deployments which would standardize, simplify, and...streamline the support our Contingency Contracting Officers (CCOs) provide to our customers .

[Application of marketing strategies for the management of public hospitals from the viewpoint of the staff members].

PubMed

Riveros S, Jorge; Berné M, Carmen

2006-03-01

The implementation of the marketing strategies in public hospitals provides management advantages and improves the relationship between customers and staff. To analyze the application of marketing strategies in a public hospital, from the perspective of the staff. A structured survey that asked about perceptions in 50 items about communication between personnel and customers/users, customer satisfaction, participation in the development of new policies and incentives for efficiency was applied to a stratified sample of the staff. Factorial and regression analyses were performed to define the impact of marketing strategies on the degree of preoccupation and orientation of the organization towards the satisfaction of customer needs. The survey was applied to 74 males and 122 females. The survey showed that the orientation of the hospital towards the satisfaction of its beneficiaries basically depends on the generation of an organizational culture oriented towards them and the implementation of adequate policies in staff management and quality of service. These basic aspects can be accompanied with practices associated to the new marketing approaches such as a market orientation, customer orientation and relational marketing. All these factors presented positive and significant relations. New marketing strategies should be applied, to achieve an efficient and customer oriented hospital management.

Process of Continual Improvement in a School of Nursing.

ERIC Educational Resources Information Center

Norman, Linda D.; Lutenbacher, Melanie

1996-01-01

Vanderbilt University School of Nursing used the Batalden model of systems improvement to change its program. The model analyzes services and products, customers, social community need, and customer knowledge to approach improvements in a systematic way. (JOW)

Data Mining for CRM

NASA Astrophysics Data System (ADS)

Thearling, Kurt

Data Mining technology allows marketing organizations to better understand their customers and respond to their needs. This chapter describes how Data Mining can be combined with customer relationship management to help drive improved interactions with customers. An example showing how to use Data Mining to drive customer acquisition activities is presented.

Risk and uncertainty.

PubMed

Carter, Tony

2010-01-01

Volatile business conditions have led to drastic corporate downsizing, meaning organizations are expected to do more with less. Managers must be more knowledgeable and possess a more eclectic myriad of business skills, many of which have not even been seen until recently. Many internal and external changes have occurred to organizations that have dictated the need to do business differently. Changes such as technological advances; globalization; catastrophic business crises; a more frantic competitive climate; and more demanding, sophisticated customers are examples of some of the shifts in the external business environment. Internal changes to organizations have been in the form of reengineering, accompanied by structural realignments and downsizing; greater emphasis on quality levels in product and service output; faster communication channels; and a more educated, skilled employee base with higher expectations from management.

Competing strategically through market orientation.

PubMed

Rapert, M I; Yarbrough, L

1997-01-01

As organizations seek to better understand their customers, competitors, and environments, the marketing function effectively serves as the support mechanism for these activities in many industries. Accordingly, in many organizations the marketing concept has been elevated to the stature of a strategic weapon, manifested in the form of market orientation. Market-oriented firms emphasize the collection, organization, and dissemination of information regarding both customers and competitors. This strategy is especially well-suited for the health care industry where customer knowledge is of paramount importance, customer interaction is instantaneous, and customer satisfaction is essential. Results of a national study of general service hospitals suggest that firms which embrace a market orientation benefit through enhanced customer satisfaction and quality.

Sailor Relationship Management: The Use of Customer Relationship Management in Sailor Morale and Retention

DTIC Science & Technology

2002-08-16

advances in information technology. Customer Relationship Management ( CRM ) is a concept that has personalized the marketing process over the Internet. An...even newer concept, Employee Relationship Management (ERM), seeks to turn the lessons learned from CRM inwards to a company’s own employees, not to...within the Navy, resulting in Sailor Relationship Management (SRM.) The work included focus group interviews that led to the development of a survey

Integrated enterprise management: a look at the functions, the enterprise, and the environment--can you see the difference?

PubMed

Lehmann, D M

1998-05-01

The performance of an organization is paced by its use of resources, including its ability to acquire, access, and use knowledge. A high-performance organization, more than likely, has structured its resources around process linkages and is characterized by a horizontal organization chart, teams and teamwork, empowerment, and operational excellence. Organizational researchers hypothesize that performance improves with fuzzy internal boundaries, cross-functional participation, and goals anchored in the interests of customers and other external stakeholders. This article looks at the competitive need for more integration of resources and greater sharing of knowledge, the integrated nature of work within emerging types of organizations, how expanded views can improve the marketplace centering of processes and individuals, and how combining a model of integration and individual work challenges thinking and actions in the new environment.

An Empirical Study of the Volkswagen Crisis in China: Customers' Information Processing and Behavioral Intentions.

PubMed

Wei, Jiuchang; Zhao, Ming; Wang, Fei; Cheng, Peng; Zhao, Dingtao

2016-01-01

Product-harm crises usually lead to product recalls, which may cause consumers concern about the product quality and safety. This study systematically examines customers' immediate responses to the Volkswagen product recall crisis in China. Particular attention was given to customers' responses to the risk information influencing their behavioral intentions. By combining the protective action decision model and the heuristic-systematic model, we constructed a hypothetical model to explore this issue. A questionnaire survey was conducted to collect data involving 467 participants drawn from the customers of Volkswagen. We used structural equation modeling to explore the model. The results show that customers' product knowledge plays an important role in their responses to the crisis. Having more knowledge would make them perceive a lower risk, but they might need even more information, making them more likely to seek and process information, and subsequently increasing their positive behavioral intentions toward the firm (that is pro-firm behavioral intentions). Risk perception increased customers' information needs, information seeking, and information processing but decreased their pro-firm behavioral intentions. In addition to promoting information seeking, information needed to also facilitate customers' systematic processing and thus increase their behavioral intentions to take corrective action. Customers' behavioral intentions were also spurred by systematic processing, but failed to be predicted by information seeking. In summary, theoretical and practical implications and suggestions for further research are also discussed. © 2015 Society for Risk Analysis.

Customer centered health care: why managed care organizations must capitalize on new technology to build brands and customer loyalty.

PubMed

Fell, D

1998-01-01

Now, more than ever, health care organizations are desperately trying to reach out to customers and establish stronger relationships that will generate increased loyalty and repeat business. As technology, like the Internet and related mediums, allow us to do a better job of managing information and communication, health care executives must invest the time and resources necessary to bring these new advances into the day-to-day operations of their businesses. Those that do will have a head start in building their brand and their customer loyalty.

Customer-focused service management: driving change up the hierarchy and outward.

PubMed

Schonberger, R J

1998-02-01

The modern management revolution, which has quality and customer service at its core, is incomplete. The customer mindset is strongest in frontline operations and growing in support functions. Too often, however, the strategic hierarchy has been left out--still taking its marching orders from the skittish, myopic financial community centered in Wall Street, the City of London, and other meccas of money. Superior organizations, largely in manufacturing thus far, are taking steps toward correcting this deficiency. Their approach is to reorient using customer-focused principles that are attractive to all parties, including external partners.

Supply chain management for small business--how to avoid being part of the food chain.

PubMed

Knechtges, J P; Watts, C A

2000-08-01

A supply chain is a series of customer and supplier relationships that extend throughout and beyond the company. It is an interwoven set of links that together form a chain supplying our customers in a seamless and integrated fashion delivering a high level of customer satisfaction. Supply chain management (SCM) integrates all activities so they are focused on customer satisfaction (both internally and externally). One of the things this article will attempt to accomplish is to provide a clear understanding of SCM's positive impact on customer service as well as on improving profitability, cash flow, product cycle times, and communication. Whether we go forward in the supply chain to the final end-user or backward in the supply chain to our supplier's suppliers, SCM will significantly improve our ability to serve our customers.

Contingency Contracting Customer Guide

DTIC Science & Technology

1996-12-01

I CONTINGENCY CONTRACTING CUSTOMER GUIDE PROJECT NUMBER: LC9619100 PROJECT MANAGER: CAPT TOM SNYDER TEAM MEMBERS MAJ JOHN PERRY CAPT ROBBIN VAUGHN...Report 4. TITLE AND SUBTITLE 5. FUNDING NUMBERS Contracting Deployment Customer Guide 6. AUTHOR(S) Capt.Thomas J. Snyder, AFLMA/LGC, DSN 596-4085 7...individual customers on the process, the customer support guide provides the necessary explanations without straining valuable manpower resources. The

Get inside the lives of your customers.

PubMed

Seybold, P B

2001-05-01

Many companies have become adept at the art of customer relationship management. They've collected mountains of data on preferences and behavior, divided buyers into ever-finer segments, and refined their products, services, and marketing pitches. But all too often those efforts are too narrow--they concentrate only on the points where the customer comes into contact with the company. Few businesses have bothered to look at what the author calls the customer scenario--the broad context in which customers select, buy, and use products and services. As a result, consultant Patricia Seybold maintains, they've routinely missed chances to deepen loyalty and expand sales. In this article, the author shows how effective three very different companies have been at using customer scenarios as the centerpiece of their marketing plans. Chip maker National Semiconductor looked beyond the purchasing agents that buy in bulk to find ways to make it easier for engineers to design National's components into their specifications for mobile telephones. Each time they do so, it translates into millions of dollars in orders. By developing a customer scenario that describes how people actually shop for groceries, Tesco learned the importance of decentralizing its Web shopping site and how the extra costs of decentralization could be outweighed by the higher profit margins on-line customers generate. And Buzzsaw.com used customer scenarios as the basis for its entire business. It has used the Web to create a better way for the dozens of participants in a construction project to share their drawings and manage their projects. Seybold lays out the steps managers can take to develop their own customer scenarios. By thinking broadly about the challenges your customers face, she suggests, you can almost always find ways to make their lives easier--and thus earn their loyalty.

The TROJAN Project: Creating a Customized International Orthopedic Training Program for Junior Doctors

PubMed Central

Kalraiya, Ashish; Buddhdev, Pranai

2015-01-01

Musculoskeletal problems account for a vast proportion of presentations encountered by doctors globally, with figures ranging from 15-36%. However, the time medical schools allocate to learning orthopedics is by no means proportional to this. This study aims to bridge this gap by developing an international orthopedic teaching program tailored to the specific knowledge and skills required by junior doctors in different countries. This prospective study asked fifty junior doctors, who had recently completed an orthopedics job, what three orthopedic teaching topics taught retrospectively would have benefitted their clinical practice. The most requested topics were used to design educational workshops for junior doctors and these consequently comprised the TROJAN (Teaching Requested by Orthopaedic Juniors And Novices) training program. Data was collected from twenty-five junior doctors in KwaZulu-Natale State, South Africa, and twenty-five in London, UK. It is therefore in these two countries that the TROJAN program was subsequently made available. Participants who selected topics were within two years of graduating medical school and had worked an orthopedic or Accident and Emergency job within the last year. 49% of topics chosen by SA doctors were practical skills such as wrist and ankle fracture reduction techniques, and management of open fractures. The most requested topic by UK doctors (11 out of 25) was management of neck of femur fractures. This is rationalized by the fact South African doctors require more hands-on responsibility in their daily practice whereas in the UK greater emphasis is placed on optimizing patients for theatre and making sound management plans. TROJAN currently develops orthopedic skills and knowledge in junior doctors in South Africa and United Kingdom with teaching customized based upon location. Feedback has been exceptionally positive with every candidate thus far rating the usefulness of TROJAN as the highest option, very useful. PMID:25874064

The TROJAN Project: Creating a Customized International Orthopedic Training Program for Junior Doctors.

PubMed

Kalraiya, Ashish; Buddhdev, Pranai

2015-03-03

Musculoskeletal problems account for a vast proportion of presentations encountered by doctors globally, with figures ranging from 15-36%. However, the time medical schools allocate to learning orthopedics is by no means proportional to this. This study aims to bridge this gap by developing an international orthopedic teaching program tailored to the specific knowledge and skills required by junior doctors in different countries. This prospective study asked fifty junior doctors, who had recently completed an orthopedics job, what three orthopedic teaching topics taught retrospectively would have benefitted their clinical practice. The most requested topics were used to design educational workshops for junior doctors and these consequently comprised the TROJAN (Teaching Requested by Orthopaedic Juniors And Novices) training program. Data was collected from twenty-five junior doctors in KwaZulu-Natale State, South Africa, and twenty-five in London, UK. It is therefore in these two countries that the TROJAN program was subsequently made available. Participants who selected topics were within two years of graduating medical school and had worked an orthopedic or Accident and Emergency job within the last year. 49% of topics chosen by SA doctors were practical skills such as wrist and ankle fracture reduction techniques, and management of open fractures. The most requested topic by UK doctors (11 out of 25) was management of neck of femur fractures. This is rationalized by the fact South African doctors require more hands-on responsibility in their daily practice whereas in the UK greater emphasis is placed on optimizing patients for theatre and making sound management plans. TROJAN currently develops orthopedic skills and knowledge in junior doctors in South Africa and United Kingdom with teaching customized based upon location. Feedback has been exceptionally positive with every candidate thus far rating the usefulness of TROJAN as the highest option, very useful.

Customized Clinical Practice Guidelines for Management of Adult Cataract in Iran

PubMed Central

Rajavi, Zhaleh; Javadi, Mohammad Ali; Daftarian, Narsis; Safi, Sare; Nejat, Farhad; Shirvani, Armin; Ahmadieh, Hamid; Shahraz, Saeid; Ziaei, Hossein; Moein, Hamidreza; Motlagh, Behzad Fallahi; Feizi, Sepehr; Foroutan, Alireza; Hashemi, Hassan; Hashemian, Seyed Javad; Jabbarvand, Mahmoud; Jafarinasab, Mohammad Reza; Karimian, Farid; Mohammad-Rabei, Hossein; Mohammadpour, Mehrdad; Nassiri, Nader; Panahi-Bazaz, Mahmoodreza; Rohani, Mohammad Reza; Sedaghat, Mohammad Reza; Sheibani, Kourosh

2015-01-01

Purpose: To customize clinical practice guidelines (CPGs) for cataract management in the Iranian population. Methods: First, four CPGs (American Academy of Ophthalmology 2006 and 2011, Royal College of Ophthalmologists 2010, and Canadian Ophthalmological Society 2008) were selected from a number of available CPGs in the literature for cataract management. All recommendations of these guidelines, together with their references, were studied. Each recommendation was summarized in 4 tables. The first table showed the recommendation itself in clinical question components format along with its level of evidence. The second table contained structured abstracts of supporting articles related to the clinical question with their levels of evidence. The third table included the customized recommendation of the internal group respecting its clinical advantage, cost, and complications. In the fourth table, the internal group their recommendations from 1 to 9 based on the customizing capability of the recommendation (applicability, acceptability, external validity). Finally, customized recommendations were sent one month prior to a consensus session to faculty members of all universities across the country asking for their comments on recommendations. Results: The agreed recommendations were accepted as conclusive while those with no agreement were discussed at the consensus session. Finally, all customized recommendations were codified as 80 recommendations along with their sources and levels of evidence for the Iranian population. Conclusion: Customization of CPGs for management of adult cataract for the Iranian population seems to be useful for standardization of referral, diagnosis and treatment of patients. PMID:27051491

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

A Recipe for Streamlining Mission Management

NASA Technical Reports Server (NTRS)

Mitchell, Andrew E.; Semancik, Susan K.

2004-01-01

This paper describes a project's design and implementation for streamlining mission management with knowledge capture processes across multiple organizations of a NASA directorate. Thc project's focus is on standardizing processes and reports; enabling secure information access and case of maintenance; automating and tracking appropriate workflow rules through process mapping; and infusing new technologies. This paper will describe a small team's experiences using XML technologies through an enhanced vendor suite of applications integrated on Windows-based platforms called the Wallops Integrated Scheduling and Document Management System (WISDMS). This paper describes our results using this system in a variety of endeavors, including providing range project scheduling and resource management for a Range and Mission Management Office; implementing an automated Customer Feedback system for a directorate; streamlining mission status reporting across a directorate; and initiating a document management, configuration management and portal access system for a Range Safety Office's programs. The end result is a reduction of the knowledge gap through better integration and distribution of information, improved process performance, automated metric gathering, and quicker identification of problem areas and issues. However, the real proof of the pudding comes through overcoming the user's reluctance to replace familiar, seasoned processes with new technology ingredients blended with automated procedures in an untested recipe. This paper shares some of the team's observations that led to better implementation techniques, as well as an IS0 9001 Best Practices citation. This project has provided a unique opportunity to advance NASA's competency in new technologies, as well as to strategically implement them within an organizational structure, while wetting the appetite for continued improvements in mission management.

Conceptual framework of knowledge management for ethical decision-making support in neonatal intensive care.

PubMed

Frize, Monique; Yang, Lan; Walker, Robin C; O'Connor, Annette M

2005-06-01

This research is built on the belief that artificial intelligence estimations need to be integrated into clinical social context to create value for health-care decisions. In sophisticated neonatal intensive care units (NICUs), decisions to continue or discontinue aggressive treatment are an integral part of clinical practice. High-quality evidence supports clinical decision-making, and a decision-aid tool based on specific outcome information for individual NICU patients will provide significant support for parents and caregivers in making difficult "ethical" treatment decisions. In our approach, information on a newborn patient's likely outcomes is integrated with the physician's interpretation and parents' perspectives into codified knowledge. Context-sensitive content adaptation delivers personalized and customized information to a variety of users, from physicians to parents. The system provides structuralized knowledge translation and exchange between all participants in the decision, facilitating collaborative decision-making that involves parents at every stage on whether to initiate, continue, limit, or terminate intensive care for their infant.

76 FR 45730 - Customer Clearing Documentation and Timing of Acceptance for Clearing

Federal Register 2010, 2011, 2012, 2013, 2014

2011-08-01

... proposing regulations to facilitate customer access to clearing and to bolster risk management through... and execution of customer transactions on a DCM or SEF on terms that have a reasonable relationship to... a reasonable relationship to the best terms available by prohibiting restrictions in customer...

[Quality management and consumer orientation: survey of referring pediatricians of a Berlin pediatric clinic].

PubMed

Lüthy, A; Lotze, I; Leiske, M; Rossi, R

2000-01-01

Quality management in hospitals not only includes performance according to international medical standards but also the optimization of processes regarding internal staff as well as external customers. Total Quality Management (TQM) and the Business Excellence Model of the European Foundation of Quality Management (EFQM) require continuous evaluation of customer satisfaction. Specialists and family physician as external customers influence the patient's choice of a hospital. The aim of the present study is to evaluate the satisfaction of admitting physicians of a children's hospital with the help of a questionnaire. The results describe their needs and their level of satisfaction regarding service, information, cooperation and communication within the hospital.

Using Student Disconfirmation as a Measure of Classroom Effectiveness.

ERIC Educational Resources Information Center

Krehbiel, Timothy C.; And Others

1997-01-01

Course evaluations by 70 business students (viewed as customers) were interpreted using the concept of disconfirmation, the difference between expectations and perceived value of a service. The professor and professor's knowledge were the most important components of customer satisfaction. (SK)

Increasing customer service behaviors using manager-delivered task clarification and social praise.

PubMed

Rice, Anna; Austin, John; Gravina, Nicole

2009-01-01

This project assessed an intervention to improve employee customer service behaviors (correct greetings and closing behaviors). A combination of task clarification and manager-delivered social praise resulted in increased correct greeting from 11.5% to 66% and correct closing from 8% to 70%. The effect was maintained at a 48-week follow-up for employees who were present during the initial study period, but not for more recently hired employees. The results suggest that task clarification combined with manager-delivered social praise is an effective way to improve employee customer service behaviors.

A Practical Guide for Managing Customer Service in Base Civil Engineering.

DTIC Science & Technology

1988-04-01

IMPROVING CUSTOMER SERVICE IN BASE CIVIL ENGINEERING Step One: Evaluate Present Service Quality .. ......... .11 Step Two: Develop and Clarify a...cross sectional viewpoint. In chapter three, specific steps will be presented for managers to evaluate and improve the present level of service quality in...customer service in base civil engineering or any other organization for that matter is to evaluate the present level of service quality (1:170). Data

Towards Customer-Driven Management in Hospitality Education: A Case Study of the Higher Hotel Institute, Cyprus.

ERIC Educational Resources Information Center

Varnavas, Andreas P.; Soteriou, Andreas C.

2002-01-01

Presents and discusses the approach used by the Higher Hotel Institute in Cyprus to incorporate total quality management through establishment of a customer-driven management culture in its hospitality education program. Discusses how it collects and uses service-quality related data from future employers, staff, and students in pursuing this…

Cleanroom Software Engineering Reference Model. Version 1.0.

DTIC Science & Technology

1996-11-01

teams. It also serves as a baseline for continued evolution of Cleanroom practice. The scope of the CRM is software management , specification...addition to project staff, participants include management , peer organization representatives, and customer representatives as appropriate for...2 Review the status of the process with management , the project team, peer groups, and the customer . These verification activities include

Retaining customers in a managed care market. Hospitals must understand the connection between patient satisfaction, loyalty, retention, and revenue.

PubMed

Gemme, E M

1997-01-01

Traditionally, health care patients have been treated by health care professionals as people with needs rather than as customers with options. Although managed care has restricted patient choice, choice has not been eliminated. The premise of this article is that patients are primary health care consumers. Adopting such a premise and developing an active customer retention program can help health care organizations change their culture for the better, which may lead to higher customer retention levels and increased revenues. Customer retention programs based on service excellence that empower employees to provide excellent care can eventually lead to a larger market share for health care organizations trying to survive this era of intense competition.

Nonprofit, payload process improvement through lean management

NASA Astrophysics Data System (ADS)

Sampson, Melissa

Organizations that are successful and competitive long-term have learned to efficiently utilize their resources, such as money, people, facilities, and time. Over the last half-century, there have been a variety of theories and techniques put forth on how to do this. One recent theory applied in the aerospace industry is Lean Management (LM), which emphasizes a customer focus and a rigorous elimination of activities that do not add value from the customer's perspective. LM has not, until now, been evaluated for small, nonprofit, one-off production organizations (NOPOs). Previous research on LM focused on for-profit companies and large-scale production organizations, producing relatively similar products repetitively (e.g. automobiles, commercial satellites, aircraft, and launch vehicles). One-off production organizations typically create one-of-a-kind products. The purpose of this research is to examine the applicability of LM to a NOPO. LM will improve resource utilization and thereby competitiveness, as well as exploring a new area of knowledge and research. The research methodology consists of conducting case studies, formal and informal interviews, observation and analysis in order to assess whether and how LM may be beneficial. The research focuses on one particular NOPO, BioServe Space Technologies (BST): a nonprofit, payload development organization. Additional NOPOs were interviewed in order to draw more generalized conclusions about LM benefits. The research demonstrates that LM is applicable to NOPOs, thus providing a tool to improve efficiency and competitiveness. Results from this research are guidelines for payload development organizations to implement LM, and highlighting potential LM weaknesses. A major conclusion is that LM needs some minor modifications to be applicable and useful to NOPOs, particularly in terms of value stream mapping. The LM implementation roadmap developed for NOPOs introduces customized metrics, as well as including standard LM ideas. The metrics address efficiency; customer and stakeholder satisfaction; research value; and employee education. LM will improve resource utilization, while retaining the NOPO's hallmarks of adaptability and flexibility.

41 CFR 102-85.155 - What does a customer agency do if it does not agree with a Rent bill?

Code of Federal Regulations, 2010 CFR

2010-07-01

... of a customer agency may further appeal to the Administrator of the General Services. Documentation... 41 Public Contracts and Property Management 3 2010-07-01 2010-07-01 false What does a customer... customer agency do if it does not agree with a Rent bill? (a) If a customer agency does not agree with the...

77 FR 487 - ITC Holdings Corp.; Notice of Paper Hearing Procedure

Federal Register 2010, 2011, 2012, 2013, 2014

2012-01-05

... the Audit Report's findings that ITC Midwest ``improperly recovered from customers through formula... formula rate billings, as appropriate, for amounts inappropriately recovered from customers associated... sworn to by persons having knowledge thereof, which latter fact must affirmatively appear in the...

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...

Managing the Student for Life

ERIC Educational Resources Information Center

Grayson, Katherine

2010-01-01

Ever since the first customer relationship management (CRM) tools found their way onto North American campuses around 2002, higher education administrators have cringed at the mention of the word "customer," preferring to substitute "constituent" for the more sales-driven term. Yet, with competition for qualified candidates…

Where Is the Xerox Corporation of the LIS Sector?

ERIC Educational Resources Information Center

Gilchrist, Alan; Brockman, John

1996-01-01

Discusses barriers to the implementation of quality management in the library and information science sector in Europe. Topics include Total Quality Management and other business experiences, an information quality infrastructure, supplier/customer relations, customer satisfaction, and a European Quality Model. (LRW)

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)

75 FR 29779 - Agency Information Collection Activities: Proposed Collection; Comment Request, 1660-0102...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-05-27

... Emergency Management Agency Housing Inspection Services Customer Satisfaction Survey AGENCY: Federal... Management Agency Housing Inspection Services Customer Satisfaction Survey. SUMMARY: The Federal Emergency... Notice seeks comments concerning FEMA conducting surveys to determine the level of satisfaction of...

Requirements management: A CSR's perspective

NASA Technical Reports Server (NTRS)

Thompson, Joanie

1991-01-01

The following subject areas are covered: customer service overview of network service request processing; Customer Service Representative (CSR) responsibility matrix; extract from a sample Memorandum of Understanding; Network Service Request Form and its instructions sample notification of receipt; and requirements management in the NASA Science Internet.

Maximizing competence through professional development: increasing disability knowledge among One-Stop Career Center staff.

PubMed

Hall, Allison Cohen; Timmons, Jaimie Ciulla; Boeltzig, Heike; Hamner, Doris; Fesko, Sheila

2006-01-01

The Workforce Investment Act of 1998 (USA) mandates that partners in the One-Stop Career Center system be prepared to serve a diverse customer base. Effective service delivery depends in part on a focus on human resources and professional development. This article presents innovative strategies for One-Stop Career Center staff training related to serving customers with disabilities. Findings from case study research conducted in several One-Stops across the country revealed that staff struggled with both knowledge and attitudes around disability issues. To address these concerns, local leaders developed practices that provided opportunities to gain practical skills and put acquired knowledge to use. These included a formalized curriculum focused on disability issues; informal support and consultation from a disability specialist; and exposure and learning through internships for students with disabilities. Implications are offered to stimulate thinking and creativity in local One-Stops regarding the most effective ways to facilitate staff learning and, in turn, improve services for customers with disabilities.

Personalized Medicine and Customized Drug Delivery Systems: The New Trend of Drug Delivery and Disease Management.

PubMed

Soni, Abhishek; Gowthamarajan, Kuppusamy; Radhakrishnan, Arun

2018-01-01

Over the past few decades, the concept of personalized medicine has proved to play an important role in the healthcare sector. Personalized medicine modifies the current dosage forms according to the needs of the patient. Based on this improved concept, we are now able to bring out best treatment options for a particular individual leading to better therapeutic outcomes and decreased adverse effects. It also has the potential to identify the disease at an earlier stage. It links the diseased condition of a person to the basic genetic and molecular profile causing better understanding of the condition of the patient and to pick out better treatment options. This review is to enlighten the past, present, and future perspective of personalized medicine and how the personalized-medicine approach is used as customized drug delivery, as well as the regulatory aspects towards it. Personalized medicine has the potential to modify the way we recognize and manage our health problems and has already proven to have a huge impact on patient care and on clinical research. The impact of personalized medicine is expected to increase with an increased knowledge about the term and related technologies. Copyright© by International Journal of Pharmaceutical Compounding, Inc.

Avoid the four perils of CRM.

PubMed

Rigby, Darrell K; Reichheld, Frederick F; Schefter, Phil

2002-02-01

Customer relationship management is one of the hottest management tools today. But more than half of all CRM initiatives fail to produce the anticipated results. Why? And what can companies do to reverse that negative trend? The authors--three senior Bain consultants--have spent the past ten years analyzing customer-loyalty initiatives, both successful and unsuccessful, at more than 200 companies in a wide range of industries. They've found that CRM backfires in part because executives don't understand what they are implementing, let alone how much it will cost or how long it will take. The authors' research unveiled four common pitfalls that managers stumble into when trying to implement CRM. Each pitfall is a consequence of a single flawed assumption--that CRM is software that will automatically manage customer relationships. It isn't. Rather, CRM is the creation of customer strategies and processes to build customer loyalty, which are then supported by the technology. This article looks at best practices in CRM at several companies, including the New York Times Company, Square D, GE Capital, Grand Expeditions, and BMC Software. It provides an intellectual framework for any company that wants to start a CRM program or turn around a failing one.

Product-line administration: a framework for redefining medical record department services.

PubMed

Postal, S N

1990-06-01

Product-line administration is a viable approach for managing medical records services in an environment that demands high quantity and quality service levels. Product-line administration directs medical record department team members to look outside of the department and seek input from the customers it is intended to serve. The feedback received may be alarming at first, as the current state of products usually reveals a true lack of customer input. As the planning, defining, managing, and marketing phases are implemented, the road will not be easy and rewards will be slow to come. Product-line administration does not provide quick fixes, but it does provide long-term problem resolution as products are refined and new products developed to meet customer needs and expectations. In addition to better meeting the needs of the department's external customers, the department's internal customers' needs and expectations will be addressed. The participative management approach will help nurture each team member's creativity. The team members will have the opportunity to reach their full potential while reaping the rewards and benefits of providing products and services that meet the needs and expectations of all department customers. The future of the health care industry promises more changes as the country moves toward some form of prospective payment in the ambulatory setting. Reactive management and the constant struggle to catch up can no longer be accepted as a management approach. It is imperative that the medical record department be viewed as a business with product lines composed of quality products. The planning, defining, managing, and marketing components of product-line administration afford responsiveness to the current situation and the development of quality products that will ensure that medical record departments are prepared for the future.

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...

75 FR 65040 - Submission for Review: Customer Satisfaction Surveys, OMB Control No. 3206-0236

Federal Register 2010, 2011, 2012, 2013, 2014

2010-10-21

... 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.... Customer satisfaction surveys are valuable tools to gather information from our customers so we can design...

Solar + Storage Synergies for Managing Commercial-Customer Demand Charges

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

Gagnon, Pieter J.; Govindarajan, Anand; Bird, Lori A.

We study the synergies between behind-the-meter solar and storage in reducing commercial-customer demand charges. This follows two previous studies that examined demand charge savings for stand-alone solar in both the residential and commercial sectors. In this study we show that solar and storage show consistent synergies for demand charge management, that the magnitude of reductions are highly customer-specific, and that the magnitude of savings is influenced by the design of the electricity tariff.

Standard practices for computerized clinical decision support in community hospitals: a national survey

PubMed Central

McCormack, James L; Sittig, Dean F; Wright, Adam; McMullen, Carmit; Bates, David W

2012-01-01

Objective Computerized provider order entry (CPOE) with clinical decision support (CDS) can help hospitals improve care. Little is known about what CDS is presently in use and how it is managed, however, especially in community hospitals. This study sought to address this knowledge gap by identifying standard practices related to CDS in US community hospitals with mature CPOE systems. Materials and Methods Representatives of 34 community hospitals, each of which had over 5 years experience with CPOE, were interviewed to identify standard practices related to CDS. Data were analyzed with a mix of descriptive statistics and qualitative approaches to the identification of patterns, themes and trends. Results This broad sample of community hospitals had robust levels of CDS despite their small size and the independent nature of many of their physician staff members. The hospitals uniformly used medication alerts and order sets, had sophisticated governance procedures for CDS, and employed staff to customize CDS. Discussion The level of customization needed for most CDS before implementation was greater than expected. Customization requires skilled individuals who represent an emerging manpower need at this type of hospital. Conclusion These results bode well for robust diffusion of CDS to similar hospitals in the process of adopting CDS and suggest that national policies to promote CDS use may be successful. PMID:22707744

78 FR 31813 - Amendment to Executive Order 13639

Federal Register 2010, 2011, 2012, 2013, 2014

2013-05-24

... successful customer service-oriented businesses, and any other individuals with knowledge or experience... appointed by the President. The members shall be drawn from among distinguished individuals with knowledge...

The Coming of Knowledge-Based Business.

ERIC Educational Resources Information Center

Davis, Stan; Botkin, Jim

1994-01-01

Economic growth will come from knowledge-based businesses whose "smart" products filter and interpret information. Businesses will come to think of themselves as educators and their customers as learners. (SK)

Continuing Professional Education of Insurance and Risk Management Practitioners: A Comparative Case Study of Customer Service Representatives, Insurance Agents and Risk Managers

ERIC Educational Resources Information Center

Krauss, George E.

2009-01-01

The purpose of this study is to understand how selected insurance practitioners learn and developed in their practices setting. The selected insurance practitioners (collectively customer service representatives, insurance agents, and risk managers) are responsible for the counseling and placement of insurance products and the implementation of…

Teaching customer-centric operations management - evidence from an experiential learning-oriented mass customisation class

NASA Astrophysics Data System (ADS)

Medini, Khaled

2018-01-01

The increase of individualised customer demands and tough competition in the manufacturing sector gave rise to more customer-centric operations management such as products and services (mass) customisation. Mass customisation (MC), which inherits the 'economy of scale' from mass production (MP), aims to meet specific customer demands with near MP efficiency. Such an overarching concept has multiple impacts on operations management. This requires highly qualified and multi-skilled engineers who are well prepared for managing MC. Therefore, this concept should be properly addressed by engineering education curricula which needs to keep up with the emerging business trends. This paper introduces a novel course about MC and variety in operations management which recalls several Experiential Learning (EL) practices consistently with the principle of an active learning. The paper aims to analyse to which extent EL can improve the efficiency of the teaching methods and the retention rate in the context of operations management. The proposed course is given to engineering students whose' perceptions are collected using semi-structured questionnaires and analysed quantitatively and qualitatively. The paper highlights the relevance (i) of teaching MC, and (ii) of active learning in engineering education, through the specific application in the domain of MC.

78 FR 4848 - Social Media: Consumer Compliance Risk Management Guidance

Federal Register 2010, 2011, 2012, 2013, 2014

2013-01-23

... third- party service provider relationships in connection with social media; An employee training... managing compliance, and training for appropriate personnel. These controls should apply to all customers, products and services, including customers engaging in electronic banking (e-banking) through the use of...

Attitudes towards a smoking ban in restaurants of managers, employees and customers in Kunming City, China.

PubMed

Jiang, Li; Sriplung, Hutcha; Chongsuvivatwong, Virasakdi; Li, Tao; Xiao, Yize

2010-09-01

The objective of this study was to investigate the attitudes of restaurant managers, employees and customers towards a total smoking ban policy in restaurants. A restaurant based survey in an urban area of Kunming City, China, was carried out from May to August 2009. One hundred managers, 1,055 employees and 5,213 customers aged 15 years or above were interviewed using a structured questionnaire. The percentage of respondents supporting a total smoking ban in restaurants was 17% among managers, 13.4% among employees, and 16.6% among customers. Multilevel analysis confirmed respondents who did not smoke, who were educated, and who worked or dined at a restaurant with fewer than 200 seats were more likely to support a total smoking ban. A total smoking ban in restaurants is unlikely to be supported by people involved in the restaurant business in the study area. This coincides with poor awareness of the harms of smoking.

Line managers as marketers.

PubMed

Rynne, T J

1986-09-01

Many hospital administrators and boards of directors, having overcome their initial opposition to advertising and hired a marketing professional, are wondering why their marketing programs have not accomplished all that they had hoped. The answer lies in their perception of who is responsible for marketing. Marketing is not a specialty separate from the disciplines of management--it is a basic management skill. Its goal is to satisfy the customer by providing products and services that meet the customer's needs, wants, and preferences. Line managers must understand the hospital's customers and make the critical day-to-day differences in satisfying them. They are the hospital's front-line marketers, and the marketing department's role is to support them in this function. The marketing department should develop the line managers' marketing skills by furnishing them with the appropriate tools: formats, models, examples, and instructions. In addition, the marketing staff should provide such specialized services as marketing research, ad agency management, and development of communications.

Linking Science and Management in an Interactive Geospatial, Mutli-Criterion, Structured Decision Support Framework: Use Case Studies of the "Future Forests Geo-visualization and Decision Support Tool

NASA Astrophysics Data System (ADS)

Pontius, J.; Duncan, J.

2017-12-01

Land managers are often faced with balancing management activities to accomplish a diversity of management objectives, in systems faced with many stress agents. Advances in ecosystem modeling provide a rich source of information to inform management. Coupled with advances in decision support techniques and computing capabilities, interactive tools are now accessible for a broad audience of stakeholders. Here we present one such tool designed to capture information on how climate change may impact forested ecosystems, and how that impact varies spatially across the landscape. This tool integrates empirical models of current and future forest structure and function in a structured decision framework that allows users to customize weights for multiple management objectives and visualize suitability outcomes across the landscape. Combined with climate projections, the resulting products allow stakeholders to compare the relative success of various management objectives on a pixel by pixel basis and identify locations where management outcomes are most likely to be met. Here we demonstrate this approach with the integration of several of the preliminary models developed to map species distributions, sugar maple health, forest fragmentation risk and hemlock vulnerability to hemlock woolly adelgid under current and future climate scenarios. We compare three use case studies with objective weightings designed to: 1) Identify key parcels for sugarbush conservation and management, 2) Target state lands that may serve as hemlock refugia from hemlock woolly adelgid induced mortality, and 3) Examine how climate change may alter the success of managing for both sugarbush and hemlock across privately owned lands. This tool highlights the value of flexible models that can be easily run with customized weightings in a dynamic, integrated assessment that allows users to hone in on their potentially complex management objectives, and to visualize and prioritize locations across the landscape. It also demonstrates the importance of including climate considerations for long-term management. This merging of scientific knowledge with the diversity of stakeholder needs is an important step towards using science to inform management and policy decisions.

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.

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.

A pilot study comparing custom contoured and planar support surfaces for pressure ulcer risk over the heels for night time postural management using interface pressure mapping and discomfort scores.

PubMed

Hosking, J

2017-08-01

Custom contouring techniques are effective for reducing pressure ulcer risk in wheelchair seating. These techniques may assist the management of pressure ulcer risk during sleep for night time postural management. To investigate the effectiveness of custom contoured night time postural management components against planar support surfaces for pressure ulcer risk measures over the heels. Supine posture was captured from five healthy participants using vacuum consolidation and 3-dimensional laser scanning. Custom contoured abduction wedges were carved from polyurethane and chipped foams. Pressure mapping and the visual analog scale were used to evaluate the effectiveness of the contoured foams in reducing pressure and discomfort under the posterior heel against standard planar support surfaces. Custom contoured shapes significantly reduced interface pressures (p < 0.05) and discomfort scores (p < 0.05) when compared to planar support surfaces. Polyurethane foam was the most effective material but it did not differ significantly from chipped foam. Linear regression revealed a significant relationship between the Peak Pressure Index and discomfort scores (r = 0.997, p = 0.003). The findings of this pilot study suggested that custom contoured shapes were more effective than planar surfaces at reducing pressure ulcer risk surrogate measures over the posterior heels with polyurethane foam being the most effective material investigated. It is recommended that Evazote foam should not be used as a support surface material for night time postural management. Crown Copyright © 2017. Published by Elsevier Ltd. All rights reserved.

Engaging community businesses in human immunodeficiency virus prevention: a feasibility study.

PubMed

Rovniak, Liza S; Hovell, Melbourne F; Hofstetter, C Richard; Blumberg, Elaine J; Sipan, Carol L; Batista, Marcia F; Martinez-Donate, Ana P; Mulvihill, Mary M; Ayala, Guadalupe X

2010-01-01

To explore the feasibility of engaging community businesses in human immunodeficiency virus (HIV) prevention. Randomly selected business owners/managers were asked to display discreetly wrapped condoms and brochures, both of which were provided free-of-charge for 3 months. Assessments were conducted at baseline, mid-program, and post-program. Customer feedback was obtained through an online survey. Participants were selected from a San Diego, California neighborhood with a high rate of acquired immune deficiency syndrome. Fifty-one business owners/managers who represented 10 retail categories, and 52 customers. Participation rates, descriptive characteristics, number of condoms and brochures distributed, customer feedback, business owners'/managers' program satisfaction, and business owners'/managers' willingness to provide future support for HIV prevention were measured. Kruskal-Wallis, Mann-Whitney U, Fisher's exact, and McNemar's tests were used to analyze data. The 20 business owners/managers (39%) who agreed to distribute condoms and brochures reported fewer years in business and more employees than those who agreed only to distribute brochures (20%) or who refused to participate (41%; p < .05). Bars were the easiest of ten retail categories to recruit. Businesses with more employees and customers distributed more condoms and brochures (p < .05). More than 90% of customers supported distributing condoms and brochures in businesses, and 96% of business owners/managers described their program experience as positive. Businesses are willing to distribute condoms and brochures to prevent HIV. Policies to increase business participation in HIV prevention should be developed and tested.

Customer relationship management in the contract pharmaceutical industry: an exploratory study for measuring success.

PubMed

Kros, John F; Nadler, Scott; Molis, Justin

2007-01-01

Managing customer relationships is a very important issue in business-to-business markets. This research investigates the growing number of available resources defining Customer Relationship Management (CRM) efforts, and how they are being applied within the Contract Pharmaceutical Manufacturing industry. Exploratory study results using face-to-face and telephone questionnaires based on four criteria for rating a company's CRM efforts are presented. Data was collected from large Contract Pharmaceutical Manufacturing companies in the US market. The results and conclusions are discussed relating how the Contract Pharmaceutical Manufacturing industry is implementing CRM including some potential steps to take when considering a CRM initiative.

Customer care in the NHS.

PubMed

Ruddick, Fred

2015-01-20

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

A Collaborative Extensible User Environment for Simulation and Knowledge Management

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

Freedman, Vicky L.; Lansing, Carina S.; Porter, Ellen A.

2015-06-01

In scientific simulation, scientists use measured data to create numerical models, execute simulations and analyze results from advanced simulators executing on high performance computing platforms. This process usually requires a team of scientists collaborating on data collection, model creation and analysis, and on authorship of publications and data. This paper shows that scientific teams can benefit from a user environment called Akuna that permits subsurface scientists in disparate locations to collaborate on numerical modeling and analysis projects. The Akuna user environment is built on the Velo framework that provides both a rich client environment for conducting and analyzing simulations andmore » a Web environment for data sharing and annotation. Akuna is an extensible toolset that integrates with Velo, and is designed to support any type of simulator. This is achieved through data-driven user interface generation, use of a customizable knowledge management platform, and an extensible framework for simulation execution, monitoring and analysis. This paper describes how the customized Velo content management system and the Akuna toolset are used to integrate and enhance an effective collaborative research and application environment. The extensible architecture of Akuna is also described and demonstrates its usage for creation and execution of a 3D subsurface simulation.« less

CRM Meets the Campus

ERIC Educational Resources Information Center

Villano, Matt

2007-01-01

In the corporate world, the notion of customer relationship management (CRM) is nothing new. That particular technology sector is now jam-packed with software that enables organizations to monitor and manage every interaction with a customer, from the very first experience on, throughout the lifecycle of the relationship. That relationship spans…

78 FR 22022 - Agency Information Collection Activities: Requests for Comments; Clearance of Renewed Approval of...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-04-12

... Aviation Administration to measure management objectives and analyze customer feedback for ISO-9001. DATES... Aviation System Standards Distribution Dissemination Quality Plan states that the organization shall... Quality Management System in relation to customer satisfaction. The Glenn Dale Distribution Center...

26 CFR 1.924(d)-1 - Requirement that economic processes take place outside the United States.

Code of Federal Regulations, 2010 CFR

2010-04-01

... Management and Budget, Executive Office of the President. (ii) Customer groupings. A customer grouping... customers. Through its existing agreements with a domestic unrelated person, the related supplier... requirements of section 924(d)(1)(A). For example, if a FSC sells a product to a foreign customer by first...

41 CFR 101-28.306 - Customer supply center (CSC) accounts and related controls.

Code of Federal Regulations, 2010 CFR

2010-07-01

... PROCUREMENT 28-STORAGE AND DISTRIBUTION 28.3-Customer Supply Centers § 101-28.306 Customer supply center (CSC... 41 Public Contracts and Property Management 2 2010-07-01 2010-07-01 true Customer supply center (CSC) accounts and related controls. 101-28.306 Section 101-28.306 Public Contracts and Property...

26 CFR 1.924(d)-1 - Requirement that economic processes take place outside the United States.

Code of Federal Regulations, 2013 CFR

2013-04-01

... Management and Budget, Executive Office of the President. (ii) Customer groupings. A customer grouping... customers. Through its existing agreements with a domestic unrelated person, the related supplier... requirements of section 924(d)(1)(A). For example, if a FSC sells a product to a foreign customer by first...

26 CFR 1.924(d)-1 - Requirement that economic processes take place outside the United States.

Code of Federal Regulations, 2012 CFR

2012-04-01

... Management and Budget, Executive Office of the President. (ii) Customer groupings. A customer grouping... customers. Through its existing agreements with a domestic unrelated person, the related supplier... requirements of section 924(d)(1)(A). For example, if a FSC sells a product to a foreign customer by first...

Engaging Community Businesses in HIV Prevention: A Feasibility Study

PubMed Central

Rovniak, Liza S.; Hovell, Melbourne F.; Hofstetter, C. Richard; Blumberg, Elaine J.; Sipan, Carol L.; Batista, Marcia F.; Martinez-Donate, Ana P.; Mulvihill, Mary M.; Ayala, Guadalupe X.

2009-01-01

Purpose To explore the feasibility of engaging community businesses in HIV prevention. Design Randomly selected business owners/managers were asked to display discreetly wrapped condoms and brochures provided free-of-charge for 3 months. Assessments were conducted at baseline, mid-, and post-program. Customer feedback was obtained through an online survey. Setting San Diego, California neighborhood with a high rate of AIDS. Subjects Fifty-one business owners/managers representing 10 retail categories, and 52 customers. Measures Participation rates, descriptive characteristics, number of condoms and brochures distributed, customer feedback, business owners'/managers' program satisfaction and willingness to provide future support for HIV prevention. Analysis Kruskal-Wallis, Mann-Whitney U, Fisher's exact, and McNemar's tests were used to analyze data. Results The 20 business owners/managers (39%) who agreed to distribute condoms and brochures reported fewer years in business and more employees than those who agreed only to distribute brochures (20%) or refused to participate (41%), p <.05. Bars were the easiest of ten retail categories to recruit. Businesses with more employees and customers distributed more condoms and brochures, p < .05. More than 90% of customers supported distributing condoms and brochures in businesses and 96% of business owners/managers described their program experience as “positive.” Conclusion Businesses are willing to distribute condoms and brochures to prevent HIV. Policies to increase business participation in HIV prevention should be developed and tested. PMID:20465150

Exploring the cross-level impact of market orientation on nursing innovation in hospitals.

PubMed

Weng, Rhay-Hung; Huang, Ching-Yuan; Lin, Tzu-En

2013-01-01

Recently, many hospitals have been enthusiastically encouraging nurses to pursue nursing innovation to improve health care quality and increase nursing productivity by proposing innovative training methods, products, services, care skills, and care methods. This study tried to explore the cross-level impact of market orientation on nursing innovation. In our study, 3 to 7 nurses and 1 manager were selected from each nursing team to act as respondents. The questionnaire survey began after the managers of each nursing team and the nurses had been anonymously coded and paired up in Taiwan in 2009-2010. A total of 808 valid questionnaires were collected, including 172 valid teams. Hierarchical linear modeling was used for the analysis. Nursing innovation is the sum of knowledge creation, innovation behavior, and innovation diffusion displayed by the nurses during nursing care. The level of knowledge creation, as perceived by the nurses, was the highest, whereas the level of innovation diffusion was the lowest. Results of hierarchical linear modeling showed that only competitor orientation yielded a significant positive influence on knowledge creation, innovation behavior, or innovation diffusion. The r values were 0.53, 0.49, and 0.61, respectively. Customer orientation and interfunctional coordination did not have significant effects on nursing innovation. Hospital nurses exhibited better performance in knowledge creation than in innovation behavior and diffusion. Only competitor orientation had a significantly positive and cross-level influence on nursing innovation. However, competitor orientation was observed to be the lowest dimension of market orientation, which indicates that this factor should be the focus when improving nursing innovations in the future. Therefore, managers should continually understand the strategies, advantages, and methods of their competitors.

Teacher Use of Evidence to Customize Inquiry Science Instruction

ERIC Educational Resources Information Center

Gerard, Libby F.; Spitulnik, Michele; Linn, Marcia C.

2010-01-01

This study investigated how professional development featuring evidence-based customization of technology-enhanced curriculum projects can improve inquiry science teaching and student knowledge integration in earth science. Participants included three middle school sixth-grade teachers and their classes of students (N = 787) for three consecutive…

78 FR 14359 - Verizon Business Networks Services, Inc., Specialist-Tech Customer Service, Philadelphia, PA...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-03-05

... Business Networks Services, Inc., Specialist-Tech Customer Service, Philadelphia, PA; Verizon Business Networks Services, Inc., Specialist-Tech Customer Service, Tampa, Florida; Amended Certification Regarding... Business Networks Services, Inc., Order Management Division, Philadelphia, Pennsylvania and Verizon...

78 FR 77478 - Agency Information Collection Activities: Proposed Collection; Comment Request, Federal Emergency...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-12-23

..., Federal Emergency Management Agency Individual Assistance Customer Satisfaction Surveys AGENCY: Federal... concerning the collection of Individual Assistance customer satisfaction survey responses and information for..., Customer Satisfaction Analysis Section of the National Processing Service Center Division, Recovery...

Creating value-focused healthcare delivery systems: Part three--Core competencies.

PubMed

Beveridge, R N

1997-01-01

Value is created through the delivery of high-quality, cost--effective healthcare services. The ability to create value from the providers' perspective is facilitated through the development and implementation of essential, customer-focused core competencies. These core competencies include customer relationship management, payer/provider relationship management, disease management, outcomes management, financial/cost management, and information management. Customer relationship management is the foundation upon which all core competencies must be built. All of the core competencies must focus on the needs of the customers, both internal and external. Structuring all processes involved in the core competencies from the perspective of the customer will ensure that value is created throughout the system. Payer/provider relationship management will become a crucial pillar for healthcare providers in the future. As more vertical integration among providers occurs, the management of the relationships among providers and with payers will become more important. Many of the integration strategies being implemented across the country involve the integration of hospitals, physicians, and payers to form accountable health plans. The relationships must be organized to form "win/win" situations, where all parties are focused on a shared vision of creating value and none of the parties benefits at the expense of the others. Disease management in creating value requires that we begin examining the disease process along the entire continuum. Not only must providers be able to provide high-quality acute and chronic care, but they must also begin to focus more heavily on programs of prevention. Value is created throughout the system through reducing the prevalence and incidence of disease. Only through managing the full continuum of health will value be created throughout the healthcare delivery system. Outcomes management ensures that the outcomes are the highest quality at a cost-effective price. Outcomes must not only be compared to best practices, but to what is possible. Providers must constantly strive to enhance the quality of the services. Financial/cost management ensures that care is cost-effective and that a marginal profit is maintained to allow continued investment in new technology and continuing medical education to enhance the quality of care and lifestyles for all stakeholders. Information management is the binding element, or keystone, in providing value-focused care. Through the collection, storing, transfer, manipulation, sorting, and reporting of data, more effective decision-making can occur. Integrated MIS allows information to be generated about the cost-effectiveness of treatment regimens, employee productivity, physician cost-effectiveness, supply utilization, and clinical outcomes, as well as patient information to be readily available throughout the healthcare system. Having this information available will allow providers to become more cost-effective in the delivery of care, which results in perceived higher value for the services. Customers demand value. Value is created by meeting the needs and demands of the customers through the delivery of cost-effective, high-quality healthcare services that are easily accessible and meet with high patient satisfaction. Providers who can demonstrate their ability to provide the services in this manner will create a competitive advantage in the marketplace and will be perceived as the value provider of choice by loyal customers.

Simulation of Aircraft Deployment Support

DTIC Science & Technology

2003-03-01

Dassault Aviation Military Customer Support Division 78, Quai Marcel Dassault Cedex 300 92552 St Cloud Cedex France Tel.: 33 147 1163 23 Fax.: 33 147...Deployment Support" (SADS) was developed by the Military Customer Support Division of Dassault Aviation to perform simulations for logistics deployment and...and support Chain Management for the management of the logistics resources (replenishment of consumables and repair of parts, inventory management

Managing hybrid marketing systems.

PubMed

Moriarty, R T; Moran, U

1990-01-01

As competition increases and costs become critical, companies that once went to market only one way are adding new channels and using new methods - creating hybrid marketing systems. These hybrid marketing systems hold the promise of greater coverage and reduced costs. But they are also hard to manage; they inevitably raise questions of conflict and control: conflict because marketing units compete for customers; control because new indirect channels are less subject to management authority. Hard as they are to manage, however, hybrid marketing systems promise to become the dominant design, replacing the "purebred" channel strategy in all kinds of businesses. The trick to managing the hybrid is to analyze tasks and channels within and across a marketing system. A map - the hybrid grid - can help managers make sense of their hybrid system. What the chart reveals is that channels are not the basic building blocks of a marketing system; marketing tasks are. The hybrid grid forces managers to consider various combinations of channels and tasks that will optimize both cost and coverage. Managing conflict is also an important element of a successful hybrid system. Managers should first acknowledge the inevitability of conflict. Then they should move to bound it by creating guidelines that spell out which customers to serve through which methods. Finally, a marketing and sales productivity (MSP) system, consisting of a central marketing database, can act as the central nervous system of a hybrid marketing system, helping managers create customized channels and service for specific customer segments.

Thinking Outside the Box: Agile Business Models for CNOs

NASA Astrophysics Data System (ADS)

Loss, Leandro; Crave, Servane

This paper introduces the idea of an agile Business Model for CNOs grounded on a new model of innovation based on the effects of globalization and of Knowledge Economy. The agile Business Model considers the resources that are spread out and available worldwide as well as the need for each customer to receive a unique customer experience. It aims at reinforcing in the context of the Knowledge Economy the different business models approaches developed so far. The paper also identifies the levers and the barriers of Agile Business Models Innovation in CNOs.

[Responses to customer complaints at commercial laboratories].

PubMed

Honma, M

1997-10-01

For commercial laboratories, one of the routine duties involves responding to various kinds of inquiries and complaints received from customers. As causes of complaints, lack of communication between the laboratory and customer, and test errors were considered. In this paper, complaints received by our laboratory were collected and classified by content, and measures to prevent test error are reported. We think the complaints contain important information that can be used to improve the quality of our laboratory. We hope that reinforcement of communication with customers and promoting test knowledge among the customers can produce more clearly worded complaints which will provide more valuable information. We try to receive and deal with these complaints seriously.

An assessment of burn prevention knowledge in a high burn-risk environment: restaurants.

PubMed

Piazza-Waggoner, Carrie; Adams, C D; Goldfarb, I W; Slater, H

2002-01-01

Our facility has seen an increase in the number of cases of children burned in restaurants. Fieldwork has revealed many unsafe serving practices in restaurants in our tristate area. The current research targets what appears to be an underexamined burn-risk environment, restaurants, to examine server knowledge about burn prevention and burn care with customers. Participants included 71 local restaurant servers and 53 servers from various restaurants who were recruited from undergraduate courses. All participants completed a brief demographic form as well as a Burn Knowledge Questionnaire. It was found that server knowledge was low (ie, less than 50% accuracy). Yet, most servers reported that they felt customer burn safety was important enough to change the way that they serve. Additionally, it was found that length of time employed as a server was a significant predictor of servers' burn knowledge (ie, more years serving associated with higher knowledge). Finally, individual items were examined to identify potential targets for developing prevention programs.

Advanced software development workstation project ACCESS user's guide

NASA Technical Reports Server (NTRS)

1990-01-01

ACCESS is a knowledge based software information system designed to assist the user in modifying retrieved software to satisfy user specifications. A user's guide is presented for the knowledge engineer who wishes to create for ACCESS a knowledge base consisting of representations of objects in some software system. This knowledge is accessible to an end user who wishes to use the catalogued software objects to create a new application program or an input stream for an existing system. The application specific portion of an ACCESS knowledge base consists of a taxonomy of object classes, as well as instances of these classes. All objects in the knowledge base are stored in an associative memory. ACCESS provides a standard interface for the end user to browse and modify objects. In addition, the interface can be customized by the addition of application specific data entry forms and by specification of display order for the taxonomy and object attributes. These customization options are described.

77 FR 4993 - Certain Frozen Warmwater Shrimp From the Socialist Republic of Vietnam: Initiation and...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-02-01

..., management, supplier relationships, and customer base). In its December 13, 2011, submission, C. P. Vietnam... including, but not limited to, changes in management, production facilities, supplier relationships, and customer base.\\8\\ Although no single factor will necessarily provide a dispositive indication of succession...

Proceedings of the Acquisition Research Symposium: Imagnination, Innovation, and Implementation, 1991. Volume 1.

DTIC Science & Technology

1991-01-01

Construction Industry Institute, Austin, Texas, April 1990. 6. Ishikawa , Kaoru , What is Total Quality Control? The Japanese Way, Prentice-Hall, N.J., 1985. 7...customer. Ishikawa , a leading Japanese management and line personnel, and where authority on quality management, claims that appropriate, the customer

77 FR 37803 - Customer Clearing Documentation, Timing of Acceptance for Clearing, and Clearing Member Risk...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-06-25

... COMMODITY FUTURES TRADING COMMISSION 17 CFR Part 38 RIN 3038-0092, -0094 Customer Clearing Documentation, Timing of Acceptance for Clearing, and Clearing Member Risk Management; Core Principles and Other... for Clearing, and Clearing Member Risk Management, and Core Principles and Other Requirements for...

41 CFR 101-28.306-1 - Establishment of a CSC account by a customer activity.

Code of Federal Regulations, 2013 CFR

2013-07-01

... account by a customer activity. (a) Eligible agencies should contact the GSA Regional Federal Supply... Federal Property Management Regulations System FEDERAL PROPERTY MANAGEMENT REGULATIONS SUPPLY AND... will provide assistance to agencies in the establishment of the CSC account, brief personnel on the use...

41 CFR 101-28.306-1 - Establishment of a CSC account by a customer activity.

Code of Federal Regulations, 2011 CFR

2011-07-01

... account by a customer activity. (a) Eligible agencies should contact the GSA Regional Federal Supply... Federal Property Management Regulations System FEDERAL PROPERTY MANAGEMENT REGULATIONS SUPPLY AND... will provide assistance to agencies in the establishment of the CSC account, brief personnel on the use...

41 CFR 101-28.306-1 - Establishment of a CSC account by a customer activity.

Code of Federal Regulations, 2012 CFR

2012-07-01

... account by a customer activity. (a) Eligible agencies should contact the GSA Regional Federal Supply... Federal Property Management Regulations System FEDERAL PROPERTY MANAGEMENT REGULATIONS SUPPLY AND... will provide assistance to agencies in the establishment of the CSC account, brief personnel on the use...

41 CFR 101-28.306-1 - Establishment of a CSC account by a customer activity.

Code of Federal Regulations, 2010 CFR

2010-07-01

... account by a customer activity. (a) Eligible agencies should contact the GSA Regional Federal Supply... Federal Property Management Regulations System FEDERAL PROPERTY MANAGEMENT REGULATIONS SUPPLY AND... will provide assistance to agencies in the establishment of the CSC account, brief personnel on the use...

41 CFR 101-28.306-1 - Establishment of a CSC account by a customer activity.

Code of Federal Regulations, 2014 CFR

2014-07-01

... account by a customer activity. (a) Eligible agencies should contact the GSA Regional Federal Supply... Federal Property Management Regulations System FEDERAL PROPERTY MANAGEMENT REGULATIONS SUPPLY AND... will provide assistance to agencies in the establishment of the CSC account, brief personnel on the use...

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

ERIC Educational Resources Information Center

Batt, Rosemary

1999-01-01

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

78 FR 281 - Submission for OMB Review; Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2013-01-03

... customer perception in relationship to customer requirements. PHP has determined that the best method for..., Office of Information and Regulatory Affairs, Office of Management and Budget (OMB), [email protected] and Plant Health Inspection Service Title: Stakeholder/Customer Satisfaction Survey. OMB Control...

Make Win-Win a Reality: Delighting the Customer be Implementing Oracle HR - Integration Update to Fall 1997 Paper

NASA Technical Reports Server (NTRS)

Mills, J.; Shope, S.

1998-01-01

Implementing Oracle Human Resources Management System (HRMS) using a customer and integration approach provides the organization an enormous oppurtunity to create a win-win situation for customers, the HR department and the enterprise.

EvolView, an online tool for visualizing, annotating and managing phylogenetic trees.

PubMed

Zhang, Huangkai; Gao, Shenghan; Lercher, Martin J; Hu, Songnian; Chen, Wei-Hua

2012-07-01

EvolView is a web application for visualizing, annotating and managing phylogenetic trees. First, EvolView is a phylogenetic tree viewer and customization tool; it visualizes trees in various formats, customizes them through built-in functions that can link information from external datasets, and exports the customized results to publication-ready figures. Second, EvolView is a tree and dataset management tool: users can easily organize related trees into distinct projects, add new datasets to trees and edit and manage existing trees and datasets. To make EvolView easy to use, it is equipped with an intuitive user interface. With a free account, users can save data and manipulations on the EvolView server. EvolView is freely available at: http://www.evolgenius.info/evolview.html.

EvolView, an online tool for visualizing, annotating and managing phylogenetic trees

PubMed Central

Zhang, Huangkai; Gao, Shenghan; Lercher, Martin J.; Hu, Songnian; Chen, Wei-Hua

2012-01-01

EvolView is a web application for visualizing, annotating and managing phylogenetic trees. First, EvolView is a phylogenetic tree viewer and customization tool; it visualizes trees in various formats, customizes them through built-in functions that can link information from external datasets, and exports the customized results to publication-ready figures. Second, EvolView is a tree and dataset management tool: users can easily organize related trees into distinct projects, add new datasets to trees and edit and manage existing trees and datasets. To make EvolView easy to use, it is equipped with an intuitive user interface. With a free account, users can save data and manipulations on the EvolView server. EvolView is freely available at: http://www.evolgenius.info/evolview.html. PMID:22695796

19 CFR Appendix C to Part 171 - Customs Regulations Guidelines for the Imposition and Mitigation of Penalties for Violations of...

Code of Federal Regulations, 2013 CFR

2013-04-01

... material to that business (e.g., if the business regards an entry he should have the invoice, packing list... Customs business. Examples include: a. A working knowledge of all automated systems in use in the district...

19 CFR Appendix C to Part 171 - Customs Regulations Guidelines for the Imposition and Mitigation of Penalties for Violations of...

Code of Federal Regulations, 2014 CFR

2014-04-01

... material to that business (e.g., if the business regards an entry he should have the invoice, packing list... Customs business. Examples include: a. A working knowledge of all automated systems in use in the district...

17 CFR 150.4 - Aggregation of positions.

Code of Federal Regulations, 2010 CFR

2010-04-01

... knowledge of, gaining access to, or receiving data about the trading or positions of the pool; (ii) The... is part of, or participates in, or receives trading advice from a customer trading program of a... discretionary account or the customer trading program is determined independently of all trading decisions in...

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

PubMed

Chen, Zhijun; Zhu, Jing; Zhou, Mingjian

2015-03-01

Building on a social identity framework, our cross-level process model explains how a manager's servant leadership affects frontline employees' service performance, measured as service quality, customer-focused citizenship behavior, and customer-oriented prosocial behavior. Among a sample of 238 hairstylists in 30 salons and 470 of their customers, we found that hair stylists' self-identity embedded in the group, namely, self-efficacy and group identification, partially mediated the positive effect of salon managers' servant leadership on stylists' service performance as rated by the customers, after taking into account the positive influence of transformational leadership. Moreover, group competition climate strengthened the positive relationship between self-efficacy and service performance. PsycINFO Database Record (c) 2015 APA, all rights reserved.

Customers' perspectives on the impact of the Pathways to Work condition management programme on their health, well-being and vocational activity.

PubMed

Secker, Jenny; Pittam, Gail; Ford, Fiona

2012-11-01

Pathways to Work is a UK initiative aimed at supporting customers on incapacity benefits to return to work. This qualitative study complements previous evaluations of Pathways to Work by exploring customers' perceptions of the impact of the Condition Management Programme (CMP) offered to claimants with long-term health conditions. 39 customers took part in focus groups held at the seven sites where Pathways was originally piloted. The main focus of the discussions was on perceptions of the ways in which participation had impacted on health, well-being and return to work. The discussions were audio-recorded and fully transcribed for analysis using a text analysis framework to enable the development and refinement of categories and overarching patterns in the data. Perceived impacts on health and well-being included a more positive outlook, social contact, changed perceptions of conditions and improvements in health. Some customers also reported an increase in their vocational activity and others felt ready to embark on new activities. Factors associated with positive outcomes included the extent and quality of contact with CMP staff and practical advice about condition management. Factors impeding positive employment outcomes related mainly to obstacles to returning to work. The results indicated that CMP can assist customers to learn about and manage their health conditions and increase their vocational activity, and that CMP therefore provides a promising means of enabling people with long-term health conditions to regain a fulfilling, productive life.

Relationships between Personal Traits, Emotional Intelligence, Internal Marketing, Service Management, and Customer Orientation in Korean Outpatient Department Nurses.

PubMed

Kim, Bogyun; Lee, Jia

2016-03-01

Current increase and complexity of medical tests and surgical procedures at outpatient department (OPD) require OPD nurses to have customer orientation focusing on various customers' interests and needs. The purpose of this study was to identify the factors associated with customer orientation in nurses working at OPD of hospitals. The study used a descriptive correlational design with cross-sectional survey. The study settings were four general hospitals in Seoul and its metropolitan area. Data were collected from 138 OPD nurses from general hospitals. Study variables were personal traits, emotional intelligence, internal marketing, service management and customer orientation. Factors associated with customer orientation were identified as conscientiousness from personal traits (β = .37, p < .001), emotional intelligence from individual characteristics (β = .21, p = .032), and internal marketing from environmental characteristics (β = .21, p = .001). Hospital administrators should support OPD nurses to cultivate sincere and sociable personal traits and emotional intelligence, and to consider employees as internal customers to improve patient-oriented services and satisfaction. Copyright © 2015. Published by Elsevier B.V.

[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.

Presenting Critical Space Weather Information to Customers and Stakeholders (Invited)

NASA Astrophysics Data System (ADS)

Viereck, R. A.; Singer, H. J.; Murtagh, W. J.; Rutledge, B.

2013-12-01

Space weather involves changes in the near-Earth space environment that impact technological systems such as electric power, radio communication, satellite navigation (GPS), and satellite opeartions. As with terrestrial weather, there are several different kinds of space weather and each presents unique challenges to the impacted technologies and industries. But unlike terrestrial weather, many customers are not fully aware of space weather or how it impacts their systems. This issue is further complicated by the fact that the largest space weather events occur very infrequently with years going by without severe storms. Recent reports have estimated very large potential costs to the economy and to society if a geomagnetic storm were to cause major damage to the electric power transmission system. This issue has come to the attention of emergency managers and federal agencies including the office of the president. However, when considering space weather impacts, it is essential to also consider uncertainties in the frequency of events and the predicted impacts. The unique nature of space weather storms, the specialized technologies that are impacted by them, and the disparate groups and agencies that respond to space weather forecasts and alerts create many challenges to the task of communicating space weather information to the public. Many customers that receive forecasts and alerts are highly technical and knowledgeable about the subtleties of the space environment. Others know very little and require ongoing education and explanation about how a space weather storm will affect their systems. In addition, the current knowledge and understanding of the space environment that goes into forecasting storms is quite immature. It has only been within the last five years that physics-based models of the space environment have played important roles in predictions. Thus, the uncertainties in the forecasts are quite large. There is much that we don't know about space weather and this influences our forecasts. In this presentation, I will discuss the unique challenges that space weather forecasters face when explaining what we know and what we don't know about space weather events to customers and policy makers.

Can a customer relationship management program improve recruitment for primary care research studies?

PubMed

Johnston, Sharon; Wong, Sabrina T; Blackman, Stephanie; Chau, Leena W; Grool, Anne M; Hogg, William

2017-11-16

Recruiting family physicians into primary care research studies requires researchers to continually manage information coming in, going out, and coming in again. In many research groups, Microsoft Excel and Access are the usual data management tools, but they are very basic and do not support any automation, linking, or reminder systems to manage and integrate recruitment information and processes. We explored whether a commercial customer relationship management (CRM) software program - designed for sales people in businesses to improve customer relations and communications - could be used to make the research recruitment system faster, more effective, and more efficient. We found that while there was potential for long-term studies, it simply did not adapt effectively enough for our shorter study and recruitment budget. The amount of training required to master the software and our need for ongoing flexible and timely support were greater than the benefit of using CRM software for our study.

Safety management in multiemployer worksites in the manufacturing industry: opinions on co-operation and problems encountered.

PubMed

Nenonen, Sanna; Vasara, Juha

2013-01-01

Co-operation between different parties and effective safety management play an important role in ensuring safety in multiemployer worksites. This article reviews safety co-operation and factors complicating safety management in Finnish multiemployer manufacturing worksites. The paper focuses on the service providers' opinions; however, a comparison of the customers' views is also presented. The results show that safety-related co-operation between providers and customers is generally considered as successful but strongly dependent on the partner. Safety co-operation is provided through, e.g., training, orientation and risk analysis. Problems encountered include ensuring adequate communication, identifying hazards, co-ordinating work tasks and determining responsibilities. The providers and the customers encounter similar safety management problems. The results presented in this article can help companies to focus their efforts on the most problematic points of safety management and to avoid common pitfalls.

The analysis of market knowledge competence effect and research & development (R&D) toward the policy making of new product development

NASA Astrophysics Data System (ADS)

Purwanggono, Bambang; Sesuko, Agung; Budiawan, Wiwik

2017-11-01

The increasing mobility of people without adequate provision of mass transportation infrastructures makes people choose private transportation like motorcycles. Such circumstances lead the motorcycle manufacturers in Indonesia competing to develop their products to meet the needs of customers. In addition, the new regulation of Central Bank of Indonesia dealing with the credit advances has raised the intense competition of motorcycles industries in Indonesia. One of the ways to win the competition is by developing new and improved products. In developing and improving the products, companies need to consider resource utilization. In this research, researcher utilizes the resources that exist both inside and outside the enterprise such as customer demands, intensity of competition, perception of the importance of market knowledge, importance of market competence, and internal R&D as well as external R&D is expected to develop new products that are superior. The study involved 150 employees as respondents. The method used in the study is Structural Equation Modeling (SEM) with AMOS 20.0 statistical software. The result shows that the demands of the customers and the intensity of competition lead to a positive effect on market knowledge competence, while the perception of the market knowledge importance does not influence the development of new products, and market knowledge competence, internal R&D and external R&D have positive effect on the development of new products.

A customer-friendly Space Station

NASA Technical Reports Server (NTRS)

Pivirotto, D. S.

1984-01-01

This paper discusses the relationship of customers to the Space Station Program currently being defined by NASA. Emphasis is on definition of the Program such that the Space Station will be conducive to use by customers, that is by people who utilize the services provided by the Space Station and its associated platforms and vehicles. Potential types of customers are identified. Scenarios are developed for ways in which different types of customers can utilize the Space Station. Both management and technical issues involved in making the Station 'customer friendly' are discussed.

Applying Fuzzy Data Mining to Telecom Churn Management

NASA Astrophysics Data System (ADS)

Liao, Kuo-Hsiung; Chueh, Hao-En

Customers tend to change telecommunications service providers in pursuit of more favorable telecommunication rates. Therefore, how to avoid customer churn is an extremely critical topic for the intensely competitive telecommunications industry. To assist telecommunications service providers in effectively reducing the rate of customer churn, this study used fuzzy data mining to determine effective marketing strategies by analyzing the responses of customers to various marketing activities. These techniques can help telecommunications service providers determine the most appropriate marketing opportunities and methods for different customer groups, to reduce effectively the rate of customer turnover.

Total quality management in American industry.

PubMed

Widtfeldt, A K; Widtfeldt, J R

1992-07-01

The definition of total quality management is conformance to customer requirements and specifications, fitness for use, buyer satisfaction, and value at an affordable price. The three individuals who have developed the total quality management concepts in the United States are W.E. Deming, J.M. Juran, and Philip Crosby. The universal principles of total quality management are (a) a customer focus, (b) management commitment, (c) training, (d) process capability and control, and (e) measurement through quality improvement tools. Results from the National Demonstration Project on Quality Improvement in Health Care showed the principles of total quality management could be applied to healthcare.

31 CFR 800.301 - Transactions that are covered transactions.

Code of Federal Regulations, 2010 CFR

2010-07-01

..., and maintained relationships with its prior customers, all of which were transferred to Corporation A..., customer list, equipment, and inventory management software used to operate the facility. Under these facts... physical facility, and would not include customer lists, intellectual property, or other proprietary...

77 FR 55506 - Office of the Assistant Secretary for Administration and Management; Agency Information...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-09-10

... Customer Satisfaction Surveys and Conference Evaluations ACTION: Notice. SUMMARY: The Department of Labor... periodically conducts customer satisfaction surveys and conference evaluations that help assess Departmental... of Collection: DOL Generic Solution for Customer Satisfaction Surveys and Conference Evaluations. OMB...

31 CFR 800.301 - Transactions that are covered transactions.

Code of Federal Regulations, 2014 CFR

2014-07-01

..., and maintained relationships with its prior customers, all of which were transferred to Corporation A..., customer list, equipment, and inventory management software used to operate the facility. Under these facts... physical facility, and would not include customer lists, intellectual property, or other proprietary...

31 CFR 800.301 - Transactions that are covered transactions.

Code of Federal Regulations, 2012 CFR

2012-07-01

..., and maintained relationships with its prior customers, all of which were transferred to Corporation A..., customer list, equipment, and inventory management software used to operate the facility. Under these facts... physical facility, and would not include customer lists, intellectual property, or other proprietary...

31 CFR 800.301 - Transactions that are covered transactions.

Code of Federal Regulations, 2013 CFR

2013-07-01

..., and maintained relationships with its prior customers, all of which were transferred to Corporation A..., customer list, equipment, and inventory management software used to operate the facility. Under these facts... physical facility, and would not include customer lists, intellectual property, or other proprietary...

31 CFR 800.301 - Transactions that are covered transactions.

Code of Federal Regulations, 2011 CFR

2011-07-01

..., and maintained relationships with its prior customers, all of which were transferred to Corporation A..., customer list, equipment, and inventory management software used to operate the facility. Under these facts... physical facility, and would not include customer lists, intellectual property, or other proprietary...

78 FR 73871 - Agency Information Collection Activities: Proposed Collection; Comment Request; Federal Emergency...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-12-09

...; Federal Emergency Management Agency Housing Inspection Services Customer Satisfaction Survey AGENCY... comments concerning the housing inspection services customer satisfaction survey. DATES: Comments must be... customers to determine the kind and quality of services requested and their level of satisfaction with...

78 FR 45551 - Agency Information Collection Activities: Reinstatement, Without Change; Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2013-07-29

... DEPARTMENT OF HOMELAND SECURITY United States Immigration and Customs Enforcement Agency... Department of Homeland Security, U.S. Immigration and Customs Enforcement (USICE), will submit the following... Homeland Security (DHS), Scott Elmore, Forms Manager, U.S. Immigration and Customs Enforcement, 801 I...

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.

78 FR 68505 - Enhancing Protections Afforded Customers and Customer Funds Held by Futures Commission Merchants...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-11-14

...The Commodity Futures Trading Commission (``Commission'' or ``CFTC'') is adopting new regulations and amending existing regulations to require enhanced customer protections, risk management programs, internal monitoring and controls, capital and liquidity standards, customer disclosures, and auditing and examination programs for futures commission merchants (``FCMs''). The regulations also address certain related issues concerning derivatives clearing organizations (``DCOs'') and chief compliance officers (``CCOs''). The final rules will afford greater assurances to market participants that: Customer segregated funds, secured amount funds, and cleared swaps funds are protected; customers are provided with appropriate notice of the risks of futures trading and of the FCMs with which they may choose to do business; FCMs are monitoring and managing risks in a robust manner; the capital and liquidity of FCMs are strengthened to safeguard their continued operations; and the auditing and examination programs of the Commission and the self- regulatory organizations (``SROs'') are monitoring the activities of FCMs in a prudent and thorough manner.

Building a leadership brand.

PubMed

Ulrich, Dave; Smallwood, Norm

2007-01-01

How do some firms produce a pipeline of consistently excellent managers? Instead of concentrating merely on strengthening the skills of individuals, these companies focus on building a broad organizational leadership capability. It's what Ulrich and Smallwood--cofounders of the RBL Group, a leadership development consultancy--call a leadership brand. Organizations with leadership brands take an "outside-in" approach to executive development. They begin with a clear statement of what they want to be known for by customers and then link it with a required set of management skills. The Lexus division of Toyota, for instance, translates its tagline--"The pursuit of perfection"--into an expectation that its leaders excel at managing quality processes. The slogan of Bon Secours Health System is "Good help to those in need." It demands that its managers balance business skills with compassion and caring. The outside-in approach helps firms build a reputation for high-quality leaders whom customers trust to deliver on the company's promises. In examining 150 companies with strong leadership capabilities, the authors found that the organizations follow five strategies. First, make sure managers master the basics of leadership--for example, setting strategy and grooming talent. Second, ensure that leaders internalize customers' high expectations. Third, incorporate customer feedback into evaluations of executives. Fourth, invest in programs that help managers hone the right skills, by tapping customers to participate in such programs. Finally, track the success of efforts to build leadership bench strength over the long-term. The result is outstanding management that persists even when individual executives leave. In fact, companies with the strongest leadership brands often become "leader feeders"--firms that regularly graduate leaders who go on to head other companies.

Trade-off decisions in distribution utility management

NASA Astrophysics Data System (ADS)

Slavickas, Rimas Anthony

As a result of the "unbundling" of traditional monopolistic electricity generation and transmission enterprises into a free-market economy, power distribution utilities are faced with very difficult decisions pertaining to electricity supply options and quality of service to the customers. The management of distribution utilities has become increasingly complex, versatile, and dynamic to the extent that conventional, non-automated management tools are almost useless and obsolete. This thesis presents a novel and unified approach to managing electricity supply options and quality of service to customers. The technique formulates the problem in terms of variables, parameters, and constraints. An advanced Mixed Integer Programming (MIP) optimization formulation is developed together with novel, logical, decision-making algorithms. These tools enable the utility management to optimize various cost components and assess their time-trend impacts, taking into account the intangible issues such as customer perception, customer expectation, social pressures, and public response to service deterioration. The above concepts are further generalized and a Logical Proportion Analysis (LPA) methodology and associated software have been developed. Solutions using numbers are replaced with solutions using words (character strings) which more closely emulate the human decision-making process and advance the art of decision-making in the power utility environment. Using practical distribution utility operation data and customer surveys, the developments outlined in this thesis are successfully applied to several important utility management problems. These involve the evaluation of alternative electricity supply options, the impact of rate structures on utility business, and the decision of whether to continue to purchase from a main grid or generate locally (partially or totally) by building Non-Utility Generation (NUG).

Safety and health perceptions and concerns of custom harvesters.

PubMed

Steffen, R W; Frazier, K W; Watson, D G; Harrison, T V

2007-11-01

This study elicited the perceptions and concerns of custom harvesters regarding safety and health issues faced in their operations, self-perceived knowledge of selected regulations, and self-perceived ability to train employees on the safe operation of equipment. The average age of custom harvesters' (CH) employees was 22 to 25 years (47.2%). The most common length of the harvest season was 5 to 6 months (70.9%). The most common responses to length of work day were 9 to 11 hours (34.5%) and 12 to 14 hours (54.5%). In general, CH ranked combine operation experience as most important when hiring employees. The CH felt inexperience was the leading contributor to lost-time incidents. They were most concerned about DOT regulations and Worker's Compensation rules, but also felt they had a good knowledge of those areas.

Developing Custom Fire Behavior Fuel Models for Mediterranean Wildland-Urban Interfaces in Southern Italy

NASA Astrophysics Data System (ADS)

Elia, Mario; Lafortezza, Raffaele; Lovreglio, Raffaella; Sanesi, Giovanni

2015-09-01

The dramatic increase of fire hazard in wildland-urban interfaces (WUIs) has required more detailed fuel management programs to preserve ecosystem functions and human settlements. Designing effective fuel treatment strategies allows to achieve goals such as resilient landscapes, fire-adapted communities, and ecosystem response. Therefore, obtaining background information on forest fuel parameters and fuel accumulation patterns has become an important first step in planning fuel management interventions. Site-specific fuel inventory data enhance the accuracy of fuel management planning and help forest managers in fuel management decision-making. We have customized four fuel models for WUIs in southern Italy, starting from forest classes of land-cover use and adopting a hierarchical clustering approach. Furthermore, we provide a prediction of the potential fire behavior of our customized fuel models using FlamMap 5 under different weather conditions. The results suggest that fuel model IIIP (Mediterranean maquis) has the most severe fire potential for the 95th percentile weather conditions and the least severe potential fire behavior for the 85th percentile weather conditions. This study shows that it is possible to create customized fuel models directly from fuel inventory data. This achievement has broad implications for land managers, particularly forest managers of the Mediterranean landscape, an ecosystem that is susceptible not only to wildfires but also to the increasing human population and man-made infrastructures.

Developing Custom Fire Behavior Fuel Models for Mediterranean Wildland-Urban Interfaces in Southern Italy.

PubMed

Elia, Mario; Lafortezza, Raffaele; Lovreglio, Raffaella; Sanesi, Giovanni

2015-09-01

The dramatic increase of fire hazard in wildland-urban interfaces (WUIs) has required more detailed fuel management programs to preserve ecosystem functions and human settlements. Designing effective fuel treatment strategies allows to achieve goals such as resilient landscapes, fire-adapted communities, and ecosystem response. Therefore, obtaining background information on forest fuel parameters and fuel accumulation patterns has become an important first step in planning fuel management interventions. Site-specific fuel inventory data enhance the accuracy of fuel management planning and help forest managers in fuel management decision-making. We have customized four fuel models for WUIs in southern Italy, starting from forest classes of land-cover use and adopting a hierarchical clustering approach. Furthermore, we provide a prediction of the potential fire behavior of our customized fuel models using FlamMap 5 under different weather conditions. The results suggest that fuel model IIIP (Mediterranean maquis) has the most severe fire potential for the 95th percentile weather conditions and the least severe potential fire behavior for the 85th percentile weather conditions. This study shows that it is possible to create customized fuel models directly from fuel inventory data. This achievement has broad implications for land managers, particularly forest managers of the Mediterranean landscape, an ecosystem that is susceptible not only to wildfires but also to the increasing human population and man-made infrastructures.

77 FR 58584 - Stream Global Services, Inc., AdCenter, Beaverton, OR; Notice of a Revised Determination on...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-09-21

... supply of services like or directly competitive with the customer relationship management and business... subject worker group includes workers involved in employment related to the supply of customer relationship management and business process outsourcing services. The subject worker group does not include on...

12 CFR Appendix B to Part 364 - Interagency Guidelines Establishing Information Security Standards

Code of Federal Regulations, 2010 CFR

2010-01-01

... Relationships Risk Management Principles,” Nov. 1, 2001; FDIC FIL 68-99, Risk Assessment Tools and Practices for... Customer Information A. Information Security Program B. Objectives III. Development and Implementation of Customer Information Security Program A. Involve the Board of Directors B. Assess Risk C. Manage and...

78 FR 72554 - Airworthiness Directives; Gulfstream Aerospace Corporation Airplanes

Federal Register 2010, 2011, 2012, 2013, 2014

2013-12-03

... Docket Management Facility between 9 a.m. and 5 p.m., Monday through Friday, except Federal holidays. The.... The address for the Docket Office (phone: 800-647-5527) is Document Management Facility, U.S... Gulfstream V Customer Bulletin 197, dated April 11, 2012; and Gulfstream G550 Customer Bulletin 122, dated...

The Relationship between Earned Value Management Metrics and Customer Satisfaction

ERIC Educational Resources Information Center

Plumer, David R.

2010-01-01

Information Technology (IT) products have a high rate of failure. Only 25% of IT projects were completed within budget and schedule, and 15% of completed projects were not operational. Researchers have not investigated the success of project management systems from the perspective of customer satisfaction. In this quantitative study, levels of…

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…

Customized Content Delivery for Graduate Management Education: Application to Business Statistics

ERIC Educational Resources Information Center

Hall, Owen P., Jr.; Ko, Ken

2008-01-01

Globalization is bringing about a radical "rethink" regarding the delivery of graduate management education. Today, many students entering a residential MBA program do not possess an undergraduate degree in business. As a result, many business schools are increasingly turning to the Internet to provide "customized" instructional content to ensure…

Public responses to flood warning messages: the Floodline service in Scotland

NASA Astrophysics Data System (ADS)

Cranston, Michael; Geddes, Alistair; Black, Andrew; Ambler, Alice; Menmuir, Cordelia

2017-04-01

Over the past decade, efforts have been made to improve the national flood warning system in Scotland, with new capabilities in the underlying flood forecasting tools, as well as development of an active flood warning dissemination service. This paper focusses on the latter service, for which there are around 26,000 customers registered at present, and which saw over 300,000 individual messages being issued during recent floods in winter 2015/16. However, notwithstanding such promising signs of change, evidence of how (if at all) the flood warning messages disseminated by the service actually impacts on recipient behaviour remains more limited. For example, this includes knowledge of the extent to which the messages influence actions on flood preparedness and mitigation. In consequence, there are also ongoing questions over the cost-effectiveness of the service in its current format, and of its scalability to even larger numbers of recipients. This paper will present initial findings from the first detailed study of customer perceptions of the messages distributed via the Scottish flood warning system, officially known as Floodline. In particular, the primary focus will be on results generated from a web-based questionnaire survey of registered Floodline customers. The survey was designed to assess associations between multiple customer characteristics, including location and risk level, type of warning message received, prior experience of flooding, risk awareness, and demographics. The study was conducted for the Scottish Environment Protection Agency, which is responsible for running the Floodline service. More broadly it resonates with current emphases on exploring effective means of hazard communication and encouraging public engagement in flood risk management.

Can nurse innovation improve customer perception of service quality and experience?

PubMed

Weng, Rhay-Hung; Chen, Wan-Ping; Huang, Ching-Yuan; Hung, Chiu-Hsia; Hsu, Ching-Tai

2016-07-01

This study aimed to clarify how nurse innovation is related to customer perception of medical service quality and experience. Recently, many hospitals have put much emphasis upon the development of nurse innovation. A cross-sectional study was employed. This study adopted questionnaire survey method with nurses and customers of the inpatient wards from three Taiwanese hospitals as the research subjects. After pairing, there were 294 valid questionnaires. Hierarchical regression analysis was utilised to test the possible impact of nurse innovation on medical service quality and experience. In terms of the dimensions of nurse innovation, 'innovation behaviour' ranked the highest (3·24), followed by knowledge creation and innovation diffusion; in terms of the degree of the medical service quality, 'reliability' ranked the highest (4·35). As for the degree of the medical service experience, 'feel experience' ranked the highest (4·44). All dimensions of nurse innovation have no significant effects on medical service quality and experience. Of these three dimensions of nurse innovation, the level of innovation behaviour was perceived by the nurses as the highest. The study found that nurse innovation has no significant effects on customer perception of service quality and experience. Hospitals shall provide sufficient resources and budget for fostering innovation development and encourage their nurses to develop nursing innovation for patents. The education and training courses on 'patient-centred' shall be enhanced among hospital nurses. Healthcare managers shall also explore the difficulties about innovation diffusion and find the solutions for nurses. © 2016 John Wiley & Sons Ltd.

Exploring the impact of customer relational benefit on relationship commitment in health service sectors.

PubMed

Weng, Rhay-Hung; Huang, Jin-An; Huang, Ching-Yuan; Huang, Shih-Chang

2010-01-01

An increasing number of health service sectors have begun to implement relationship marketing to try to establish long-term relationship with customers. Customer relational benefit has been an important subject for relationship marketing researchers. This study was conducted to investigate how customer relational benefit might influence relationship commitment in health service sectors. The research used a questionnaire survey that retrieved a total number of 403 valid questionnaires. The data were collected by way of personal visits and investigations of outpatients in three regional hospitals in Taiwan. After the reliability and the validity of the questionnaire sample were examined, the data were verified by using hierarchical regression analysis. Results showed that confidence benefit constituted the most pronounced factor for hospital customers. Confidence benefit, social benefit, and special treatment benefit were perceived by customers as the key factors that have a positive influence on relationship commitment. In particular, customers placing greater emphasis on confidence benefit tended to be less willing to establish relationship commitment. When health service managers develop marketing strategies using customer relational benefit, they will still need to enhance customer confidence benefit as one of the main ways of achieving future improvements. In the event where health service managers seek to install resources for establishing and maintaining a good relationship commitment with customers, the crucial factors of social and special treatment benefits should not be ignored when seeking to enhance the customers' perception of confidence benefit.

12 CFR 40.3 - Definitions.

Code of Federal Regulations, 2010 CFR

2010-01-01

... over the management or policies of the company, as the OCC determines. (h) Customer means a consumer who has a customer relationship with a bank. (i)(1) Customer relationship means a continuing... relationship. (iv) If a bank holds ownership or servicing rights to an individual's loan that is used primarily...

77 FR 40921 - Privacy Act of 1974; System of Records

Federal Register 2010, 2011, 2012, 2013, 2014

2012-07-11

... READ] 4. Customer preferences: Preferences to receive USPS marketing information, preferences to...[supreg] is proposing to modify a Customer Privacy Act System of Records. These modifications reflect the addition of language preferences selected by the customer and an update to the system manager's title...

12 CFR 40.3 - Definitions.

Code of Federal Regulations, 2012 CFR

2012-01-01

... over the management or policies of the company, as the OCC determines. (h) Customer means a consumer who has a customer relationship with a bank. (i)(1) Customer relationship means a continuing... relationship. (iv) If a bank holds ownership or servicing rights to an individual's loan that is used primarily...

12 CFR 40.3 - Definitions.

Code of Federal Regulations, 2013 CFR

2013-01-01

... over the management or policies of the company, as the OCC determines. (h) Customer means a consumer who has a customer relationship with a bank. (i)(1) Customer relationship means a continuing... relationship. (iv) If a bank holds ownership or servicing rights to an individual's loan that is used primarily...

Quality management of human resources. Providers should begin by focusing on education, performance management, and reward systems.

PubMed

Blair, C S; Fordyce, M; Barney, S M

1993-10-01

For a quality management transformation to occur, a healthcare organization must focus on education and development, performance management, and recognition and reward systems during the first years of implementation. Education and development are perhaps the most important human resource management functions when implementing quality management principles and processes because behavioral changes will be required at all organizational levels. Specific programs that support an organization's quality management effort will vary but should include the conceptual, cultural, and technical aspects of quality management. The essence of quality management is to always satisfy the customer and to continuously improve the services and products the organization offers. The approach to performance management should therefore rely on customer feedback and satisfaction. An organization committed to quality management should base its performance management approach on customer orientation, process improvement, employee involvement, decision making with data, and continuous improvement. Managers and trustees are being challenged to provide innovative recognition and reward systems that reinforce the values and behaviors consistent with quality management. Such systems must also be aligned with the behaviors and outcomes that support the philosophy, mission, and values of the Catholic healthcare ministry. The following components should be considered for a recognition and reward system: base pay, incentives, benefits, and nonmonetary rewards.

One-to-one modeling and simulation: a new approach in customer relationship management for grocery retail

NASA Astrophysics Data System (ADS)

Baydar, Cem M.

2002-03-01

The ever-increasing competition in retail industry puts pressure on retailers to deal with their customers more efficiently. Currently most companies use Customer Relationship Management (CRM) systems to maximize the customer satisfaction level by trying to understand more about their behaviors. However, one disadvantage of the current approaches is that they focus on the segmentation of customers into homogenous groups and they disregard examining the one-to-one relationship of each individual's behavior toward each product. Therefore, individual behavior cannot be captured in detail. Modeling individual behavior for each product enables several strategies of pricing by keeping the customer satisfaction at the maximum level. One example is offering a personal discount on a particular item to a customer who is price sensitive to that particular product. Therefore, you can still sell other products at the non-discounted level to this customer by keeping him satisfied. In this paper, individual pricing approach is discussed. The aim of this study is to develop a conceptual framework to analyze the feasibility of individual pricing. Customer behaviors can be modeled individually with respect to each product for a grocery store. Several factors can be used to determine these behaviors such as customer's need, brand loyalty and price sensitivity. Each customer can be modeled as an adaptive agent using qualitative descriptions of behaviors (i.e., highly price sensitive). Then, the overall shopping behavior can be simulated using a multi-agent Monte-Carlo simulation. It is expected that with this approach, retailers will be able to determine better strategies to obtain more profits, better sales and better customer satisfaction.

Customer-driven outcomes: a patient and family perspective.

PubMed

Weston, Marla J; Weston, Richard R

2006-01-01

Experiencing the healthcare system during an acute surgical event highlighted factors that contributed to customer-driven outcomes. Communicating intentions of and rationale for interventions increased the patient and family's confidence, and engaged the whole mind-body connection into the healing process. Utilizing the family as a repository of patient information incorporated their perspective, knowledge, and wisdom into the delivery and evaluation of patient care. Lastly, fostering the relationship between the nurse and the patient and family strengthened the therapeutic process, thus providing a foundation for customizing care.

Information logistics: A production-line approach to information services

NASA Technical Reports Server (NTRS)

Adams, Dennis; Lee, Chee-Seng

1991-01-01

Logistics can be defined as the process of strategically managing the acquisition, movement, and storage of materials, parts, and finished inventory (and the related information flow) through the organization and its marketing channels in a cost effective manner. It is concerned with delivering the right product to the right customer in the right place at the right time. The logistics function is composed of inventory management, facilities management, communications unitization, transportation, materials management, and production scheduling. The relationship between logistics and information systems is clear. Systems such as Electronic Data Interchange (EDI), Point of Sale (POS) systems, and Just in Time (JIT) inventory management systems are important elements in the management of product development and delivery. With improved access to market demand figures, logisticians can decrease inventory sizes and better service customer demand. However, without accurate, timely information, little, if any, of this would be feasible in today's global markets. Information systems specialists can learn from logisticians. In a manner similar to logistics management, information logistics is concerned with the delivery of the right data, to the ring customer, at the right time. As such, information systems are integral components of the information logistics system charged with providing customers with accurate, timely, cost-effective, and useful information. Information logistics is a management style and is composed of elements similar to those associated with the traditional logistics activity: inventory management (data resource management), facilities management (distributed, centralized and decentralized information systems), communications (participative design and joint application development methodologies), unitization (input/output system design, i.e., packaging or formatting of the information), transportations (voice, data, image, and video communication systems), materials management (data acquisition, e.g., EDI, POS, external data bases, data entry) and production scheduling (job, staff, and project scheduling).

A Flexible Online Metadata Editing and Management System

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

Aguilar, Raul; Pan, Jerry Yun; Gries, Corinna

2010-01-01

A metadata editing and management system is being developed employing state of the art XML technologies. A modular and distributed design was chosen for scalability, flexibility, options for customizations, and the possibility to add more functionality at a later stage. The system consists of a desktop design tool or schema walker used to generate code for the actual online editor, a native XML database, and an online user access management application. The design tool is a Java Swing application that reads an XML schema, provides the designer with options to combine input fields into online forms and give the fieldsmore » user friendly tags. Based on design decisions, the tool generates code for the online metadata editor. The code generated is an implementation of the XForms standard using the Orbeon Framework. The design tool fulfills two requirements: First, data entry forms based on one schema may be customized at design time and second data entry applications may be generated for any valid XML schema without relying on custom information in the schema. However, the customized information generated at design time is saved in a configuration file which may be re-used and changed again in the design tool. Future developments will add functionality to the design tool to integrate help text, tool tips, project specific keyword lists, and thesaurus services. Additional styling of the finished editor is accomplished via cascading style sheets which may be further customized and different look-and-feels may be accumulated through the community process. The customized editor produces XML files in compliance with the original schema, however, data from the current page is saved into a native XML database whenever the user moves to the next screen or pushes the save button independently of validity. Currently the system uses the open source XML database eXist for storage and management, which comes with third party online and desktop management tools. However, access to metadata files in the application introduced here is managed in a custom online module, using a MySQL backend accessed by a simple Java Server Faces front end. A flexible system with three grouping options, organization, group and single editing access is provided. Three levels were chosen to distribute administrative responsibilities and handle the common situation of an information manager entering the bulk of the metadata but leave specifics to the actual data provider.« less

Food allergy training event for restaurant staff; a pilot evaluation

PubMed Central

2014-01-01

A previous cross-sectional survey highlighted that restaurant staff in Brighton had gaps in their knowledge of food allergy, which could lead to the provision of unsafe meals to food-allergic customers. A food allergy training event was developed by a multi-disciplinary team (health service researcher, clinician, teacher and patient group representative) to equip restaurant staff with the knowledge and skills necessary to safely serve food-allergic customers. This evaluation summarises the training event’s impact on participants’ knowledge of food allergy and their satisfaction with the event. No attendee had previously attended any formal training on food allergy. The percentage of participants who answered all true-false questions correctly increased from 82% before the training event to 91% afterwards. The percentage of participants who were able to name at least three common allergens increased from 9% to 64%. Both quantitative and qualitative feedback was positive. Restaurant staff require a good understanding of food allergy to ensure that food-allergic customers are kept safe, and their restaurants operate within the law. This food allergy training event improved participants’ absolute knowledge of food allergy, and attendees changed practice. Recommendations are made which could improve the impact and uptake of future food allergy training events. PMID:25225607

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.

19 CFR 12.100 - Importations in good faith; common or contract carriage.

Code of Federal Regulations, 2012 CFR

2012-04-01

... 19 Customs Duties 1 2012-04-01 2012-04-01 false Importations in good faith; common or contract... Importations in good faith; common or contract carriage. (a) Exportation in lieu of seizure. Upon a claim that the importer acted in good faith without knowledge of applicable laws and regulations, Customs...

19 CFR 12.100 - Importations in good faith; common or contract carriage.

Code of Federal Regulations, 2014 CFR

2014-04-01

... 19 Customs Duties 1 2014-04-01 2014-04-01 false Importations in good faith; common or contract... Importations in good faith; common or contract carriage. (a) Exportation in lieu of seizure. Upon a claim that the importer acted in good faith without knowledge of applicable laws and regulations, Customs...

19 CFR 12.100 - Importations in good faith; common or contract carriage.

Code of Federal Regulations, 2013 CFR

2013-04-01

... 19 Customs Duties 1 2013-04-01 2013-04-01 false Importations in good faith; common or contract... Importations in good faith; common or contract carriage. (a) Exportation in lieu of seizure. Upon a claim that the importer acted in good faith without knowledge of applicable laws and regulations, Customs...

19 CFR 12.100 - Importations in good faith; common or contract carriage.

Code of Federal Regulations, 2011 CFR

2011-04-01

... 19 Customs Duties 1 2011-04-01 2011-04-01 false Importations in good faith; common or contract... Importations in good faith; common or contract carriage. (a) Exportation in lieu of seizure. Upon a claim that the importer acted in good faith without knowledge of applicable laws and regulations, Customs...

19 CFR 12.100 - Importations in good faith; common or contract carriage.

Code of Federal Regulations, 2010 CFR

2010-04-01

... 19 Customs Duties 1 2010-04-01 2010-04-01 false Importations in good faith; common or contract... Importations in good faith; common or contract carriage. (a) Exportation in lieu of seizure. Upon a claim that the importer acted in good faith without knowledge of applicable laws and regulations, Customs...

17 CFR 155.3 - Trading standards for futures commission merchants.

Code of Federal Regulations, 2014 CFR

2014-04-01

... controls to: (1) Insure, to the extent possible, that each order received from a customer which is... affiliated person has gained knowledge of the customer's order prior to the transmission to the floor of the... reason of their relationship to such other person, except with such other person's prior consent and in...

17 CFR 155.3 - Trading standards for futures commission merchants.

Code of Federal Regulations, 2013 CFR

2013-04-01

...) Insure, to the extent possible, that each order received from a customer which is executable at or near... gained knowledge of the customer's order prior to the transmission to the floor of the appropriate... reason of their relationship to such other person, except with such other person's prior consent and in...

19 CFR 10.583 - Filing of claim for preferential tariff treatment upon importation.

Code of Federal Regulations, 2010 CFR

2010-04-01

... RATE, ETC. Dominican Republic-Central America-United States Free Trade Agreement Import Requirements... upon importation. 10.583 Section 10.583 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT... prepared by the importer, exporter, or producer of the good; or (2) The importer's knowledge that the good...

The integrated model for solving the single-period deterministic inventory routing problem

NASA Astrophysics Data System (ADS)

Rahim, Mohd Kamarul Irwan Abdul; Abidin, Rahimi; Iteng, Rosman; Lamsali, Hendrik

2016-08-01

This paper discusses the problem of efficiently managing inventory and routing problems in a two-level supply chain system. Vendor Managed Inventory (VMI) policy is an integrating decisions between a supplier and his customers. We assumed that the demand at each customer is stationary and the warehouse is implementing a VMI. The objective of this paper is to minimize the inventory and the transportation costs of the customers for a two-level supply chain. The problem is to determine the delivery quantities, delivery times and routes to the customers for the single-period deterministic inventory routing problem (SP-DIRP) system. As a result, a linear mixed-integer program is developed for the solutions of the SP-DIRP problem.

Meta-tools for software development and knowledge acquisition

NASA Technical Reports Server (NTRS)

Eriksson, Henrik; Musen, Mark A.

1992-01-01

The effectiveness of tools that provide support for software development is highly dependent on the match between the tools and their task. Knowledge-acquisition (KA) tools constitute a class of development tools targeted at knowledge-based systems. Generally, KA tools that are custom-tailored for particular application domains are more effective than are general KA tools that cover a large class of domains. The high cost of custom-tailoring KA tools manually has encouraged researchers to develop meta-tools for KA tools. Current research issues in meta-tools for knowledge acquisition are the specification styles, or meta-views, for target KA tools used, and the relationships between the specification entered in the meta-tool and other specifications for the target program under development. We examine different types of meta-views and meta-tools. Our current project is to provide meta-tools that produce KA tools from multiple specification sources--for instance, from a task analysis of the target application.

Reasoning and Knowledge Acquisition Framework for 5G Network Analytics

PubMed Central

2017-01-01

Autonomic self-management is a key challenge for next-generation networks. This paper proposes an automated analysis framework to infer knowledge in 5G networks with the aim to understand the network status and to predict potential situations that might disrupt the network operability. The framework is based on the Endsley situational awareness model, and integrates automated capabilities for metrics discovery, pattern recognition, prediction techniques and rule-based reasoning to infer anomalous situations in the current operational context. Those situations should then be mitigated, either proactive or reactively, by a more complex decision-making process. The framework is driven by a use case methodology, where the network administrator is able to customize the knowledge inference rules and operational parameters. The proposal has also been instantiated to prove its adaptability to a real use case. To this end, a reference network traffic dataset was used to identify suspicious patterns and to predict the behavior of the monitored data volume. The preliminary results suggest a good level of accuracy on the inference of anomalous traffic volumes based on a simple configuration. PMID:29065473

Reasoning and Knowledge Acquisition Framework for 5G Network Analytics.

PubMed

Sotelo Monge, Marco Antonio; Maestre Vidal, Jorge; García Villalba, Luis Javier

2017-10-21

Autonomic self-management is a key challenge for next-generation networks. This paper proposes an automated analysis framework to infer knowledge in 5G networks with the aim to understand the network status and to predict potential situations that might disrupt the network operability. The framework is based on the Endsley situational awareness model, and integrates automated capabilities for metrics discovery, pattern recognition, prediction techniques and rule-based reasoning to infer anomalous situations in the current operational context. Those situations should then be mitigated, either proactive or reactively, by a more complex decision-making process. The framework is driven by a use case methodology, where the network administrator is able to customize the knowledge inference rules and operational parameters. The proposal has also been instantiated to prove its adaptability to a real use case. To this end, a reference network traffic dataset was used to identify suspicious patterns and to predict the behavior of the monitored data volume. The preliminary results suggest a good level of accuracy on the inference of anomalous traffic volumes based on a simple configuration.

75 FR 76282 - Domestic Shipping Services Pricing and Mailing Standards Changes

Federal Register 2010, 2011, 2012, 2013, 2014

2010-12-08

... when using a qualifying shipping label managed by the PC Postage system used. b. Permit imprint... system used. b. Permit imprint customers. * * * * * 1.8 Determining Single-Piece Weight [Revise the last... imprint customers. c. Priority Mail Open and Distribute (PMOD) customers whose account volume exceeds 600...

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…

17 CFR 33.7 - Disclosure.

Code of Federal Regulations, 2010 CFR

2010-04-01

... introducing broker shall be deemed to be an option customer. (Approved by the Office of Management and Budget..., may open or cause the opening of a commodity option account for an option customer, other than for a customer specified in § 1.55(f) of this chapter, unless the futures commission merchant or introducing...

75 FR 57808 - Information Collection Request to Office of Management and Budget; OMB Control Numbers: 1625-0080

Federal Register 2010, 2011, 2012, 2013, 2014

2010-09-22

... of information: 1625-0080, Customer Satisfaction Surveys. Before submitting this ICR to OMB, the... FR 3316). Information Collection Request Title: Customer Satisfaction Surveys. OMB Control Number: 1625-0080. Summary: Executive Order 12862 authorizes the Coast Guard to survey customers to determine...

75 FR 1840 - Agency Information Collection Activities: Submission for OMB Review; Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2010-01-13

... customer relationship. Sec. 40.8--Disclosure (institution)-- Revised privacy notices--If a bank wishes to... customer relationship terminates, the customer's opt out direction continues to apply. Type of Review..., an information collection unless it displays a currently valid Office of Management and Budget (OMB...

17 CFR 33.7 - Disclosure.

Code of Federal Regulations, 2011 CFR

2011-04-01

... introducing broker shall be deemed to be an option customer. (Approved by the Office of Management and Budget..., may open or cause the opening of a commodity option account for an option customer, other than for a customer specified in § 1.55(f) of this chapter, unless the futures commission merchant or introducing...

17 CFR 33.7 - Disclosure.

Code of Federal Regulations, 2012 CFR

2012-04-01

... introducing broker shall be deemed to be an option customer. (Approved by the Office of Management and Budget..., may open or cause the opening of a commodity option account for an option customer, other than for a customer specified in § 1.55(f) of this chapter, unless the futures commission merchant or introducing...

78 FR 30896 - Submission for OMB Review; Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2013-05-23

..., Associated Form and OMB Number: Interactive Customer Evaluation (ICE)/Enterprise Voice of the Customer (EVoC...)/ Enterprise Voice of the Customer (EVoC) System automates and minimizes the use of the current manual paper... service provider on the quality of their experience and their satisfaction level. This is a management...

Intelligent support of e-management for consumer-focused virtual enterprises

NASA Astrophysics Data System (ADS)

Chandra, Charu; Smirnov, Alexander V.

2000-10-01

The interest in consumer-focused virtual enterprises (VE) decision-making problem is growing fast. The purpose of this type of enterprise is to transform incomplete information about customer orders and available resources into-co-ordinated plans for production and replenishment of goods and services in the temporal network formed by collaborating units. This implies that information in the consumer-focused VE can be shared via Internet, Intranet, and Extranet for business-to-consumer (B2C), business-to-business service (B2B-S), and business-to-business goods (B2B-G) transactions. One of the goals of Internet-Based Management (e-management) is to facilitate transfer and sharing of data and knowledge in the context of enterprise collaboration. This paper discusses a generic framework of e-management that integrates intelligent information support group-decision making, and agreement modeling for a VE network. It offers the platform for design and modeling of diverse implementation strategies related to the type of agreement, optimization policies, decision-making strategies, organization structures, and information sharing strategies and mechanisms, and business policies for the VE.

Validation of a scenario-based assessment of critical thinking using an externally validated tool.

PubMed

Buur, Jennifer L; Schmidt, Peggy; Smylie, Dean; Irizarry, Kris; Crocker, Carlos; Tyler, John; Barr, Margaret

2012-01-01

With medical education transitioning from knowledge-based curricula to competency-based curricula, critical thinking skills have emerged as a major competency. While there are validated external instruments for assessing critical thinking, many educators have created their own custom assessments of critical thinking. However, the face validity of these assessments has not been challenged. The purpose of this study was to compare results from a custom assessment of critical thinking with the results from a validated external instrument of critical thinking. Students from the College of Veterinary Medicine at Western University of Health Sciences were administered a custom assessment of critical thinking (ACT) examination and the externally validated instrument, California Critical Thinking Skills Test (CCTST), in the spring of 2011. Total scores and sub-scores from each exam were analyzed for significant correlations using Pearson correlation coefficients. Significant correlations between ACT Blooms 2 and deductive reasoning and total ACT score and deductive reasoning were demonstrated with correlation coefficients of 0.24 and 0.22, respectively. No other statistically significant correlations were found. The lack of significant correlation between the two examinations illustrates the need in medical education to externally validate internal custom assessments. Ultimately, the development and validation of custom assessments of non-knowledge-based competencies will produce higher quality medical professionals.

Performance Measurement using KPKU- BUMN in X School Education Foundation

NASA Astrophysics Data System (ADS)

Arijanto, Sugih; Harsono, Ambar; Taroepratjeka, Harsono

2016-01-01

The purpose of this research is to determine X School's Strengths and Opportunity of Improvement through performance measurement using KPKU-BUMN (Kriteria Penilaian Kinerja Unggul - Kementerian Badan Usaha Milik Negara). KPKU-BUMN is developed based on Malcolm Baldrige Criteria for Performance Excellent (MBCfPE). X school is an education foundation at Bandung that has provides education from kindergarten, elementary school, to junior and senior high school. The measurement is implemented by two aspects, Process and Result. The Process is measured by A-D-L-I approaches (Approach- Deployment-Learning- Integration), on the other hand The Result is measured by Le-T-C-I approach (Level-Trend- Comparison-Integration). There are six processes that will be measured: (1) Leadership, (2) Strategic Planning, (3) Customer Focus, (4) Measurement, Analysis and Knowledge Management, (5) Work Force Focus, and (6) Operation Focus. Meanwhile, the result are (a) product & process outcomes, (b) customer-focused outcomes, (c) workforce-focused outcomes, (d) leadership & governance outcomes, and (e) financial & market outcomes. The overall score for X School is 284/1000, which means X School is at “early result” level at “poor” global image.

Development of a user-centered radiology teaching file system

NASA Astrophysics Data System (ADS)

dos Santos, Marcelo; Fujino, Asa

2011-03-01

Learning radiology requires systematic and comprehensive study of a large knowledge base of medical images. In this work is presented the development of a digital radiology teaching file system. The proposed system has been created in order to offer a set of customized services regarding to users' contexts and their informational needs. This has been done by means of an electronic infrastructure that provides easy and integrated access to all relevant patient data at the time of image interpretation, so that radiologists and researchers can examine all available data to reach well-informed conclusions, while protecting patient data privacy and security. The system is presented such as an environment which implements a distributed clinical database, including medical images, authoring tools, repository for multimedia documents, and also a peer-reviewed model which assures dataset quality. The current implementation has shown that creating clinical data repositories on networked computer environments points to be a good solution in terms of providing means to review information management practices in electronic environments and to create customized and contextbased tools for users connected to the system throughout electronic interfaces.

Establishing an ISO 10001-based promise in inpatients care.

PubMed

Khan, Mohammad Ashiqur Rahman; Karapetrovic, Stanislav

2015-01-01

The purpose of this paper is to explore ISO 10001:2007 in planning, designing and developing a customer satisfaction promise (CSP) intended for inpatients care. Through meetings and interviews with research participants, who included a program manager, unit managers and registered nurses, information about potential promises and their implementation was obtained and analyzed. A number of promises were drafted and one was finally selected to be developed as a CSP. Applying the standard required adaptation and novel interpretation. Additionally, ISO 10002:2004 (Clause 7) was used to design the feedback handling activities. A promise initially chosen for development turned out to be difficult to implement, experience that helped in selecting and developing the final promise. Research participants found the ISO 10001-based method useful and comprehensible. This paper presents a specific health care example of how to adapt a standard's guideline in establishing customer promises. The authors show how a promise can be used in alleviating an existing issue (i.e. communication between carers and patients). The learning can be beneficial in various health care settings. To the knowledge, this paper shows the first example of applying ISO 10001:2007 in a health care case. A few activities suggested by the standard are further detailed, and a new activity is introduced. The integrated use of ISO 10001:2007 and 10002:2004 is presented and how one can be "augmented" by the other is demonstrated.

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

ERIC Educational Resources Information Center

Seeman, Elaine D.; O'Hara, Margaret

2006-01-01

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

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

ERIC Educational Resources Information Center

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

2014-01-01

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

75 FR 8077 - Petition of the National Customs Brokers and Forwarders Association of America, Inc., for...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-02-23

..., customs clearance, supply-chain management and other logistical services. The Shipping Act of 1984... also Comments of Global Link Logistics at 2 (``The cost to a small NVOCC to comply with tariff.... Deringer at 2 (``Our tariff rate publishing and management costs are an additional expense. The labor...

Increasing Customer Service Behaviors Using Manager-Delivered Task Clarification and Social Praise

ERIC Educational Resources Information Center

Rice, Anna; Austin, John; Gravina, Nicole

2009-01-01

This project assessed an intervention to improve employee customer service behaviors (correct greetings and closing behaviors). A combination of task clarification and manager-delivered social praise resulted in increased correct greeting from 11.5% to 66% and correct closing from 8% to 70%. The effect was maintained at a 48-week follow-up for…

A new image for long-term care.

PubMed

Wager, Richard; Creelman, William

2004-04-01

To counter widely held negative images of long-term care, managers in the industry should implement quality-improvement initiatives that include six key strategies: Manage the expectations of residents and their families. Address customers' concerns early. Build long-term customer satisfaction. Allocate resources to achieve exceptional outcomes in key areas. Respond to adverse events with compassion. Reinforce the facility's credibility.

Determination of Customer Satisfaction by Staff Demographic Properties: A Research in Recreation Sports Business

ERIC Educational Resources Information Center

Korkutata, Abdulmenaf

2017-01-01

Sport managements supply consumers with services in a number of sport branches. In the same breath sport managements (facilities) should provide customer satisfaction due to the intuition of "client centered and service providing corporations." In this regard, the purpose of the researcher is to analyze whether the pleasure of clients…

Science and Engineering Education : Who is the Customer?

DTIC Science & Technology

2012-05-30

business relationships are at the heart of the negative consequences of misidentifying the student as customer [8]. Student evaluations of teachers are...Journal of Education Management , 8, 29-36. 7. Scott, S.V. (1999) The academic as service provider: is the customer ‘always right’? Journal of...Engineering Education: Who is the Customer ? 5b. GRANT NUMBER 5c. PROGRAM ELEMENT NUMBER 6. AUTHOR(S) 5d. PROJECT NUMBER Michael Courtney

The Development of a Total Quality Management Plan for David Grant USAF Medical Center Travis Air Force Base, California

DTIC Science & Technology

1991-12-01

customer satisfaction (DOD, 1988). While the application of TQM in the manufacturing industry and the military acquisition system has been successful, the...improvement of products and services. The overriding objective of TOM is to increase customer satisfaction (DOD, 1988). While the application of TOM in the...25 Description of the Organization ................... 26 Internal Customers ..................... ....... 30 External Customers

Performance evaluation of knowledge management among hospital employees.

PubMed

Chang, Ying-Ying; Hsu, Pi-Fang; Li, Min-Hua; Chang, Ching-Ching

2011-01-01

The purpose of this study is to investigate the cognition of knowledge management (KM) among hospital employees and the relationship between KM and the KM enabler activities (financial, customer, internal business processes, learning and growth) in a regional hospital in Taiwan. Both qualitative and quantitative research were used in this study. The instrument was conducted using in-depth interviews of three policy-makers as participants. The quantitative data were collected from a regional hospital in the Northern part of Taiwan with a 77 percent effective response rate (n=154). The findings in this paper indicate that the cognition and demand for KM in subordinates is close to the expectations of policy-makers. The policy-makers expect subordinates working in the hospital to be brave in taking on new responsibilities and complying with hospital operation norms. KM is emphasized as a powerful and positive asset. Moreover, understanding KM predicts good performance in an organization. The findings in this paper can be generalized to other regional hospitals. The findings may be applied to a wider population. This study can provide insights into the perceptions and cognitions of workers in a hospital about KM and the activities of KM enablers. The responses and perceptions observed in the interviews in this study, as well as the quantitative research results could be useful to other hospitals and individuals who engage KM as a new management trend. This study suggested KM guidelines for policy-makers who are experienced managers.

Content Management System for Developing a Virtual Platform for Association of Women's Aid with Lack of Resources

NASA Astrophysics Data System (ADS)

Sainz de Abajo, Beatriz; Flores García, Alberto; García Salcines, Enrique; Burón Fernández, F. Javier; López Coronado, Miguel; de Castro Lozano, Carlos

In this paper we show a Virtual Platform for an Association of Women's Aid called Centro Integral de Ayuda a la Mujer (CIAM). After analyzing different Content Management Systems (CMS) and the benefits that its use would contribute to the development of the Virtual Platform, taking into account the needs and requirements set by CIAM, we have opted for the use of Joomla!. This free CMS, for its characteristics, is the most benefits provided us. The virtual platform design has been developed following customer specifications, to have understood the simplicity and easy handling of the resulting platform. This platform will be integrated into the Web portal that has the Amarex Association and it will be able to be administrates from the CIAM without specific knowledge of programming languages. If new services were necessary, they would be easily implemented, adding new modules and components to perform these services.

From Standard Application Packages to Enterprise Systems - A Matter of Opportunities

NASA Astrophysics Data System (ADS)

Nilsson, Anders G.

The purpose of this chapter is to make clearer the meaning behind the concepts of “standard application package” and “enterprise system.” There is today a confusion in our IS field about the connection between the two concepts and how they have appeared historically? The main idea is to contrast them against each other and in this sense to study which opportunities organizations and companies can achieve with these two different IT environments. This transparency will give business and IT people a better understanding for managing investments in information systems more professionally. The research approach is characterized as “consumable research” (Robey, and Markus, Information Resources Management Journal, 11(1): 7-15, 1998) based on theoretical knowledge integrated with business practice from the IS field. Our background is through working with practical methods for customer involvement (purchasing, implementation, maintenance) as well as performing vendor studies of the software application industry.

A comparison of human elements and nonhuman elements in private health care settings: customers' perceptions and expectations.

PubMed

Mohd Suki, Norazah; Chwee Lian, Jennifer Chiam; Suki, Norbayah Mohd

2009-01-01

In today's highly competitive health care environment, many private health care settings are now looking into customer service indicators to learn customers' perceptions and determine whether they are meeting customers' expectations in order to ensure that their customers are satisfied with the services. This research paper aims to investigate whether the human elements were more important than the nonhuman elements in private health care settings. We used the internationally renowned SERVQUAL five-dimension model plus three additional dimensions-courtesy, communication, and understanding of customers of the human element-when evaluating health care services. A total of 191 respondents from three private health care settings in the Klang Valley region of Malaysia were investigated. Descriptive statistics were calculated by the Statistical Package for Social Sciences (SPSS) computer program, version 15. Interestingly, the results suggested that customers nowadays have very high expectations especially when it comes to the treatment they are receiving. Overall, the research indicated that the human elements were more important than the nonhuman element in private health care settings. Hospital management should look further to improve on areas that have been highlighted. Implications for management practice and directions for future research are discussed.

Diabetic Retinopathy Clinical Practice Guidelines: Customized for Iranian Population

PubMed Central

Rajavi, Zhale; Safi, Sare; Javadi, Mohammad Ali; Azarmina, Mohsen; Moradian, Siamak; Entezari, Morteza; Nourinia, Ramin; Ahmadieh, Hamid; Shirvani, Armin; Shahraz, Saeid; Ramezani, Alireza; Dehghan, Mohammad Hossein; Shahsavari, Mohsen; Soheilian, Masoud; Nikkhah, Homayoun; Ziaei, Hossein; Behboudi, Hasan; Farrahi, Fereydoun; Falavarjani, Khalil Ghasemi; Parvaresh, Mohammad Mehdi; Fesharaki, Hamid; Abrishami, Majid; Shoeibi, Nasser; Rahimi, Mansour; Javadzadeh, Alireza; Karkhaneh, Reza; Riazi-Esfahani, Mohammad; Manaviat, Masoud Reza; Maleki, Alireza; Kheiri, Bahareh; Golbafian, Faegheh

2016-01-01

Purpose: To customize clinical practice guidelines (CPGs) for management of diabetic retinopathy (DR) in the Iranian population. Methods: Three DR CPGs (The Royal College of Ophthalmologists 2013, American Academy of Ophthalmology [Preferred Practice Pattern 2012], and Australian Diabetes Society 2008) were selected from the literature using the AGREE tool. Clinical questions were designed and summarized into four tables by the customization team. The components of the clinical questions along with pertinent recommendations extracted from the above-mentioned CPGs; details of the supporting articles and their levels of evidence; clinical recommendations considering clinical benefits, cost and side effects; and revised recommendations based on customization capability (applicability, acceptability, external validity) were recorded in 4 tables, respectively. Customized recommendations were sent to the faculty members of all universities across the country to score the recommendations from 1 to 9. Results: Agreed recommendations were accepted as the final recommendations while the non-agreed ones were approved after revision. Eventually, 29 customized recommendations under three major categories consisting of screening, diagnosis and treatment of DR were developed along with their sources and levels of evidence. Conclusion: This customized CPGs for management of DR can be used to standardize the referral pathway, diagnosis and treatment of patients with diabetic retinopathy. PMID:27994809

Enabling Integrated Decision Making for Electronic-Commerce by Modelling an Enterprise's Sharable Knowledge.

ERIC Educational Resources Information Center

Kim, Henry M.

2000-01-01

An enterprise model, a computational model of knowledge about an enterprise, is a useful tool for integrated decision-making by e-commerce suppliers and customers. Sharable knowledge, once represented in an enterprise model, can be integrated by the modeled enterprise's e-commerce partners. Presents background on enterprise modeling, followed by…

Knowledge of the Effects of Indoor Air Quality on Health among Women in Jordan

ERIC Educational Resources Information Center

Madanat, Hala; Barnes, Michael D.; Cole, Eugene C.

2008-01-01

Objective: To assess the extent of knowledge about symptoms relating to respiratory illnesses and home environments among a random sample of 200 urban Jordanian women. Method: This customized, validated, cross-sectional questionnaire evaluated the knowledge of these women about the association between the indoor environment and health, the…

Teacher-as-Knowledge-Broker in a Futures-Oriented Health and Physical Education

ERIC Educational Resources Information Center

Macdonald, Doune

2015-01-01

The concept of brokering is usually aligned with a business model of an intermediary helping the customer/client with their decisions/choices. As knowledge becomes increasingly accessible, and of varied origins, quality and veracity, the number of professionals engaged in knowledge brokering is simultaneously increasing. This paper considers if…

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.

Sensory evaluation based fuzzy AHP approach for material selection in customized garment design and development process

NASA Astrophysics Data System (ADS)

Hong, Y.; Curteza, A.; Zeng, X.; Bruniaux, P.; Chen, Y.

2016-06-01

Material selection is the most difficult section in the customized garment product design and development process. This study aims to create a hierarchical framework for material selection. The analytic hierarchy process and fuzzy sets theories have been applied to mindshare the diverse requirements from the customer and inherent interaction/interdependencies among these requirements. Sensory evaluation ensures a quick and effective selection without complex laboratory test such as KES and FAST, using the professional knowledge of the designers. A real empirical application for the physically disabled people is carried out to demonstrate the proposed method. Both the theoretical and practical background of this paper have indicated the fuzzy analytical network process can capture expert's knowledge existing in the form of incomplete, ambiguous and vague information for the mutual influence on attribute and criteria of the material selection.

Genalogical approaches to ethical implications of informational assimilative integrated discovery systems (AIDS) in business

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

Pharhizgar, K.D.; Lunce, S.E.

1994-12-31

Development of knowledge-based technological acquisition techniques and customers` information profiles are known as assimilative integrated discovery systems (AIDS) in modern organizations. These systems have access through processing to both deep and broad domains of information in modern societies. Through these systems organizations and individuals can predict future trend probabilities and events concerning their customers. AIDSs are new techniques which produce new information which informants can use without the help of the knowledge sources because of the existence of highly sophisticated computerized networks. This paper has analyzed the danger and side effects of misuse of information through the illegal, unethical andmore » immoral access to the data-base in an integrated and assimilative information system as described above. Cognivistic mapping, pragmatistic informational design gathering, and holistic classifiable and distributive techniques are potentially abusive systems whose outputs can be easily misused by businesses when researching the firm`s customers.« less

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.

An empirical research on relationships between subjective judgement, technology acceptance tendency and knowledge transfer

PubMed Central

Dai, Chien-Yun; Chen, Hsiao-Ming; Chen, Wan-Fei; Wu, Chia-Huei; Li, Guodong; Wang, Jiangtao

2017-01-01

The purpose of this study was to explore the relationships among employees' usage intention pertaining to mobile information devices, focusing on subjective judgement, technology acceptance tendency, information sharing behavior and information transfer. A research model was established to verify several hypotheses. The research model based on integrated concepts of knowledge management and technology acceptance modeling. Participants were employees of enterprises in Taiwan, selected by combining snowball and convenience sampling. Data obtained from 779 e-surveys. Multiple-regression analysis was employed for hypothesis verification. The results indicate that perceived ease-of-use of mobile devices was affected by computer self-efficacy and computer playfulness directly; meanwhile, perceived ease-of-use directly affects perceived usefulness. In addition, perceived ease-of-use and perceived usefulness can predict information-sharing behavior in a positive manner, and impact knowledge transfer as well. Based on the research findings, it suggested that enterprises should utilize mobile information devices to create more contact with customers and enrich their service network. In addition, it is recommended that managers use mobile devices to transmit key information to their staff and that they use these devices for problem-solving and decision-making. Further, the staff’s skills pertaining to the operation of mobile information devices and to fully implement their features are reinforced in order to inspire the users' knowledge transfer. Enhancing the playfulness of the interface is also important. In general, it is useful to promote knowledge transfer behavior within an organization by motivating members to share information and ideas via mobile information devices. In addition, a well-designed interface can facilitate employees' use of these devices. PMID:28886088

An empirical research on relationships between subjective judgement, technology acceptance tendency and knowledge transfer.

PubMed

Yuan, Yu-Hsi; Tsai, Sang-Bing; Dai, Chien-Yun; Chen, Hsiao-Ming; Chen, Wan-Fei; Wu, Chia-Huei; Li, Guodong; Wang, Jiangtao

2017-01-01

The purpose of this study was to explore the relationships among employees' usage intention pertaining to mobile information devices, focusing on subjective judgement, technology acceptance tendency, information sharing behavior and information transfer. A research model was established to verify several hypotheses. The research model based on integrated concepts of knowledge management and technology acceptance modeling. Participants were employees of enterprises in Taiwan, selected by combining snowball and convenience sampling. Data obtained from 779 e-surveys. Multiple-regression analysis was employed for hypothesis verification. The results indicate that perceived ease-of-use of mobile devices was affected by computer self-efficacy and computer playfulness directly; meanwhile, perceived ease-of-use directly affects perceived usefulness. In addition, perceived ease-of-use and perceived usefulness can predict information-sharing behavior in a positive manner, and impact knowledge transfer as well. Based on the research findings, it suggested that enterprises should utilize mobile information devices to create more contact with customers and enrich their service network. In addition, it is recommended that managers use mobile devices to transmit key information to their staff and that they use these devices for problem-solving and decision-making. Further, the staff's skills pertaining to the operation of mobile information devices and to fully implement their features are reinforced in order to inspire the users' knowledge transfer. Enhancing the playfulness of the interface is also important. In general, it is useful to promote knowledge transfer behavior within an organization by motivating members to share information and ideas via mobile information devices. In addition, a well-designed interface can facilitate employees' use of these devices.

Practice Governance 101, v. 2013.

PubMed

Hayes, David F

2013-03-01

Consensus governance is a principal weakness leading to group malfunction and failure. Inadequate group governance produces inadequate decisions, leading to inconsistent patient care, inadequate responses to marketplace challenges, and disregard for customers and strategic partners. The effectiveness of consensus management is limited by the pervasive incomplete knowledge and personal biases of partners. Additional structural weaknesses of group behavior include information cascade, the wisdom of the crowd, groupthink, pluralistic ignorance, analysis paralysis, peer pressure, and the herding instinct. Usual corporate governance is, by necessity, the governance model of choice. Full accountability of the decider(s) is the defining requirement of all successful governance models. Copyright © 2013 American College of Radiology. Published by Elsevier Inc. All rights reserved.

A national curriculum for ophthalmology residency training

PubMed Central

Grover, Ashok Kumar; Honavar, Santosh G; Azad, Rajvardhan; Verma, Lalit

2018-01-01

We present a residency curriculum for Ophthalmology in India. The document derives from a workshop by the All India Ophthalmological Society (AlOS) which adapted the International Council of Ophthalmology residency curriculum and refined and customized it based on inputs by the residency program directors who participated in the work shop. The curriculum describes the course content, lays down the minimum requirements of infrastructure and mandates diagnostic and therapeutic procedures required for optimal training. It emphasises professionalism, management, research methodology, community ophthalmology as integral to the curriculum. The proposed national ophthalmology residency curriculum for India incorporates the required knowledge and skills for effective and safe practice of ophthalmology and takes into account the specific needs of the country. PMID:29785982

The Study of “big data” to support internal business strategists

NASA Astrophysics Data System (ADS)

Ge, Mei

2018-01-01

How is big data different from previous data analysis systems? The primary purpose behind traditional small data analytics that all managers are more or less familiar with is to support internal business strategies. But big data also offers a promising new dimension: to discover new opportunities to offer customers high-value products and services. The study focus to introduce some strategists which big data support to. Business decisions using big data can also involve some areas for analytics. They include customer satisfaction, customer journeys, supply chains, risk management, competitive intelligence, pricing, discovery and experimentation or facilitating big data discovery.

CRM System Implementation in a Multinational Enterprise

NASA Astrophysics Data System (ADS)

Mishra, Alok; Mishra, Deepti

The concept of customer relationship management (CRM) resonates with managers in today's competitive economy. As more and more organizations realize the significance of becoming customer-centric in today's competitive era, they embrace CRM as a core business strategy. CRM an integration of information technology and relationship marketing provides the infrastructure that facilitates long-term relationship building with customers at an enterprise-wide level. Successful CRM implementation is a complex, expensive and rarely technical projects. This paper presents the successful implementation of CRM in a multinational organization. This study will facilitate in understanding transition, constraints and implementation of CRM in multinational enterprises.

78 FR 17765 - Agency Information Collection Activities; Information Collection Renewal; Submission for OMB...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-03-22

... during the continuation of the customer relationship. Sec. 1016.8--Disclosure (institution)--Revised... customer relationship terminates, the customer's opt out direction continues to apply. Type of Review..., please send a copy of your comments by mail to: OCC Desk Officer, 1557-0216, U.S. Office of Management...

77 FR 22367 - Self-Regulatory Organizations; Municipal Securities Rulemaking Board; Notice of Filing of a...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-04-13

... its portfolio and/or under management.'' The customer has timely access to the publicly available... the nature of the relationship between the dealer and the institutional customer and provides that the... and the institutional customer regarding the nature of the relationship between the dealer and the...

Customer service and overall satisfaction with angling experiences

Treesearch

Thomas D. Wickham; Alan R. Graefe; Robert C. Burns

2003-01-01

This study explores the relationship between individual customer service items and satisfaction with facilities, services, information, recreation experience and overall quality of fishing for a diverse group of anglers at lakes in the New England region. Recent attention to customers and their experiences and attitudes has increased the interest of, both managers and...

26 CFR 1.469-4T - Definition of activity (temporary).

Code of Federal Regulations, 2010 CFR

2010-04-01

... at the management office relate to transactions in which customers take physical possession at... fixed place of business or that are conducted at the customer's place of business are treated as part of... production of property at that location or to the transaction of business with customers at that location are...

75 FR 9210 - Notice of Public Information Collection(s) Approved by the Office of Management and Budget

Federal Register 2010, 2011, 2012, 2013, 2014

2010-03-01

... privacy of customer proprietary network information and carrier proprietary information from unauthorized... infrastructure will acquire information regarding interconnected VoIP providers and their customers for use in... for the provision of E911 services. To be clear, no entity may use customer information obtained as a...

77 FR 41206 - Agency Information Collection Activities: Submission for the Office of Management and Budget (OMB...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-07-12

..., revision, or extension: Extension. 2. The title of the information collection: Generic Customer Satisfaction Surveys and NRC Form 671, Request for Review of a Customer Satisfaction Survey under Generic... customer satisfaction surveys will be used to contact users of NRC services and products to determine how...

76 FR 3644 - Collection of Information Under Review by Office of Management and Budget: OMB Control Number...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-01-20

... approval of a revision to the following collection of information: 1625-0080, Customer Satisfaction Surveys.... Information Collection Request Title: Customer Satisfaction Surveys. OMB Control Number: 1625-0080. Type of... the public, seek to meet established standards of customer service. Forms: None. Burden Estimate: The...

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)

31 CFR 30.1 - Q-1: What definitions apply in this part?

Code of Federal Regulations, 2012 CFR

2012-07-01

... retains the right to terminate the customer relationship and may move or liquidate the assets or asset... businesses is the investment management of unrelated customer asset accounts, and TARP recipient provides... consists of the direct sale of a product or service to an unrelated customer, these sales occur frequently...

31 CFR 30.1 - Q-1: What definitions apply in this part?

Code of Federal Regulations, 2013 CFR

2013-07-01

... retains the right to terminate the customer relationship and may move or liquidate the assets or asset... businesses is the investment management of unrelated customer asset accounts, and TARP recipient provides... consists of the direct sale of a product or service to an unrelated customer, these sales occur frequently...

Listening to the Voice of the Customer.

ERIC Educational Resources Information Center

Schauerman, Sam; And Others

One of the major tenets of Total Quality Management (TQM) is that organizations need to adopt a strong customer focus. At El Camino College (ECC) in Torrance, California, a matrix was developed to identify and describe ECC's direct and indirect internal and external customers. ECC then applied Quality Function Deployment (QFD), a strategic tool…

10 CFR 905.15 - What are the requirements for the small customer plan alternative?

Code of Federal Regulations, 2011 CFR

2011-01-01

... all reasonable opportunities to meet future energy service requirements using demand-side management... applicable, and contact person; (ii) Type of customer; (iii) Current energy and demand profiles and data on... and demand use for end-use customers; (iv) Future energy services projections; (v) How items in...

Asia: A Guide to Books for Children.

ERIC Educational Resources Information Center

Wiese, M. Bernice, Comp.; And Others

This list of over 300 fiction and non-fiction books on Asian countries is designed as a tool for teachers who desire to select works which will foster in children an interest in Asian nations and a knowledge of customs, daily life and culture of the people. All facets of each country are considered -- the land, people, history, customs,…

Technical Knowledge and Skills Development in the Informal Sector in Kenya: The Case of Custom Tailors

ERIC Educational Resources Information Center

Apunda, Edwinah Amondi; de Klerk, Helena M.; Ogina, Teresa

2017-01-01

Custom tailors working in the informal sector in Nairobi, Kenya, mainly acquire technical skills through undertaking traditional apprenticeships (TAs). However, most of these tailors are semi-skilled, produce low-quality products and are often poorer than their formally trained counterparts. This qualitative case study explores the aspects of…

Medicinal plants, traditional medicine, markets and management in far-west Nepal.

PubMed

Kunwar, Ripu M; Mahat, Laxmi; Acharya, Ram P; Bussmann, Rainer W

2013-04-12

Modern therapeutic medicine is historically based on indigenous therapies and ethnopharmacological uses, which have become recognized tools in the search for new sources of pharmaceuticals. Globalization of herbal medicine along with uncontrolled exploitative practices and lack of concerted conservation efforts, have pushed many of Nepal's medicinal plants to the verge of extinction. Sustainable utilization and management of medicinal plants, based on traditional knowledge, is therefore necessary. After establishing verbal informed consent with participating communities, five field surveys, roughly 20 days in duration, were carried out. In all, 176 schedules were surveyed, and 52 participants were consulted through focus group discussions and informal meetings. Altogether, 24 key informants were surveyed to verify and validate the data. A total of 252 individuals, representing non-timber forest product (NTFP) collectors, cultivators, traders, traditional healers (Baidhya), community members, etc. participated in study. Medicinal plants were free-listed and their vernacular names and folk uses were collected, recorded, and applied to assess agreement among respondents about traditional medicines, markets and management. Within the study area, medicinal herbs were the main ingredients of traditional therapies, and they were considered a main lifeline and frequently were the first choice. About 55% plants were ethnomedicinal, and about 37% of ethnomedicinal plants possessed the highest informant consensus value (0.86-1.00). Use of Cordyceps sinensis as an aphrodisiac, Berberis asiatica for eye problems, Bergenia ciliata for disintegration of calculi, Sapindus mukorossi for dandruff, and Zanthoxylum armatum for toothache were the most frequently mentioned. These species possess potential for pharmacology. Medicinal plants are inseparable from local livelihoods because they have long been collected, consumed, and managed through local customs and knowledge. Management of traditional therapies is urged, because the therapies are empirically and knowledge based, often culturally inherited and important to pharmacology and local livelihoods. However, traditional therapies are currently being eroded due to changing lifestyles, perceptions, social transformations, and acculturation.

Medicinal plants, traditional medicine, markets and management in far-west Nepal

PubMed Central

2013-01-01

Background Modern therapeutic medicine is historically based on indigenous therapies and ethnopharmacological uses, which have become recognized tools in the search for new sources of pharmaceuticals. Globalization of herbal medicine along with uncontrolled exploitative practices and lack of concerted conservation efforts, have pushed many of Nepal's medicinal plants to the verge of extinction. Sustainable utilization and management of medicinal plants, based on traditional knowledge, is therefore necessary. Methods After establishing verbal informed consent with participating communities, five field surveys, roughly 20 days in duration, were carried out. In all, 176 schedules were surveyed, and 52 participants were consulted through focus group discussions and informal meetings. Altogether, 24 key informants were surveyed to verify and validate the data. A total of 252 individuals, representing non-timber forest product (NTFP) collectors, cultivators, traders, traditional healers (Baidhya), community members, etc. participated in study. Medicinal plants were free-listed and their vernacular names and folk uses were collected, recorded, and applied to assess agreement among respondents about traditional medicines, markets and management. Results Within the study area, medicinal herbs were the main ingredients of traditional therapies, and they were considered a main lifeline and frequently were the first choice. About 55% plants were ethnomedicinal, and about 37% of ethnomedicinal plants possessed the highest informant consensus value (0.86–1.00). Use of Cordyceps sinensis as an aphrodisiac, Berberis asiatica for eye problems, Bergenia ciliata for disintegration of calculi, Sapindus mukorossi for dandruff, and Zanthoxylum armatum for toothache were the most frequently mentioned. These species possess potential for pharmacology. Conclusion Medicinal plants are inseparable from local livelihoods because they have long been collected, consumed, and managed through local customs and knowledge. Management of traditional therapies is urged, because the therapies are empirically and knowledge based, often culturally inherited and important to pharmacology and local livelihoods. However, traditional therapies are currently being eroded due to changing lifestyles, perceptions, social transformations, and acculturation. PMID:23587109

Limitations of Strategic Management in Bureaus: The Case of the Department of Defense

DTIC Science & Technology

1990-04-17

exchanges of goods and serv- ices between customers and suppliers. At the other end of the continuum, polyarchy describes bargaining and persuasion among...fairly stable environments -- organizations with consist- ent routines experiencing fewer changes in their technologies, competitors, customers ...closer to its "markets and customers " than a centralized struc- ture permits. Its goal is to be innovative and flexible in response to customer needs. The

Managing Customer Credit and Collections. PACE Revised. Level 3. Unit 17. Research & Development Series No. 240CB17.

ERIC Educational Resources Information Center

Ashmore, M. Catherine; Pritz, Sandra G.

This individualized, competency-based unit on managing customer credit and collection, the 17th of 18 modules, is on the third level of the revised Program for Acquiring Competence in Entrepreneurship (PACE). Intended for the advanced secondary and postsecondary levels and for adults wanting training or retraining, this unit, together with the…