Using SERVQUAL in health libraries across Somerset, Devon and Cornwall.

PubMed

Martin, Susan

2003-03-01

This study provides the results of a survey conducted in the autumn of 2001 by ten NHS library services across Somerset, Devon and Cornwall. The aim of the project was to measure the service quality of each individual library and to provide an overall picture of the quality of library services within the south-west peninsula. The survey was based on SERVQUAL, a diagnostic tool developed in the 1980s, which measures service quality in terms of customer expectations and perceptions of service. The survey results have provided the librarians with a wealth of information about service quality. The service as a whole is perceived to be not only meeting but also exceeding expectations in terms of reliability, responsiveness, empathy and assurance. For the first time, the ten health library services can measure their own service quality as well as benchmark themselves against others.

76 FR 27645 - Agency Information Collection Activities; Proposed Collection; Comment Request; Extension

Federal Register 2010, 2011, 2012, 2013, 2014

2011-05-12

... establishing a customer relationship with a consumer and/or before sharing a consumer's non-public personal... customer relationships exceeding one year, (2) no more than 1% (1,000) of whom make additional changes to... responses. The GLB Privacy Rule is designed to ensure that customers and consumers, subject to certain...

Fabrication of the Advanced X-ray Astrophysics Facility (AXAF) Optics: A Deterministic, Precision Engineering Approach to Optical Fabrication

NASA Technical Reports Server (NTRS)

Gordon, T. E.

1995-01-01

The mirror assembly of the AXAF observatory consists of four concentric, confocal, Wolter type 1 telescopes. Each telescope includes two conical grazing incidence mirrors, a paraboloid followed by a hyperboloid. Fabrication of these state-or-the-art optics is now complete, with predicted performance that surpasses the goals of the program. The fabrication of these optics, whose size and requirements exceed those of any previous x-ray mirrors, presented a challenging task requiring the use of precision engineering in many different forms. Virtually all of the equipment used for this effort required precision engineering. Accurate metrology required deterministic support of the mirrors in order to model the gravity distortions which will not be present on orbit. The primary axial instrument, known as the Precision Metrology Station (PMS), was a unique scanning Fizeau interferometer. After metrology was complete, the optics were placed in specially designed Glass Support Fixtures (GSF's) for installation on the Automated Cylindrical Grinder/Polishers (ACG/P's). The GSF's were custom molded for each mirror element to match the shape of the outer surface to minimize distortions of the inner surface. The final performance of the telescope is expected to far exceed the original goals and expectations of the program.

A Simulation Model for Measuring Customer Satisfaction through Employee Satisfaction

NASA Astrophysics Data System (ADS)

Zondiros, Dimitris; Konstantopoulos, Nikolaos; Tomaras, Petros

2007-12-01

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

[A cross-level analysis of the links between service quality and disconfirmation of expectations and customer satisfaction].

PubMed

Sánchez-Hernández, Rosa M; Martínez-Tur, Vicente; González-Morales, M Gloria; Ramos, José; Peiró, José M

2009-08-01

This article examines links between disconfirmation of expectations and functional and relational service quality perceived by employees and customer satisfaction. A total of 156 employees, who were working in 52 work units, participated in the research study. In addition, 517 customers who were assisted by these work units were surveyed. Using a cross-level approach, we used a random coefficient model to test the aforementioned relationships. A strong relationship between disconfirmation of expectations and customer satisfaction was observed. Also, the results confirmed that functional service quality maintains an additional and significant association with customer satisfaction. In contrast, there were no significant relationships between relational service quality and customer satisfaction. The article concludes with a discussion of these results.

17 CFR 240.15c3-1d - Satisfactory Subordination Agreements (Appendix D to 17 CFR 240.15c3-1).

Code of Federal Regulations, 2010 CFR

2010-04-01

... market value of commodity options purchased by option customers subject to the rules of a contract market, each such deduction not to exceed the amount of funds in the option customer's account), if greater. No... regulations thereunder (less the market value of commodity options purchased by option customers subject to...

Minnesota | Midmarket Solar Policies in the United States | Solar Research

Science.gov Websites

rate (customer may elect to a kilowatt-hour credit) for >40 kW; utilities are permitted to use a located on contiguous property owned by the same customer. The sum of aggregated meters may not exceed net incentive amounts annually by customer class and module, in 2016 amounts ranged from $0.13 to $0.23/kWh for

Consumer Expectations of Online Services in the Insurance Industry: An Exploratory Study of Drivers and Outcomes.

PubMed

Méndez-Aparicio, M Dolores; Izquierdo-Yusta, Alicia; Jiménez-Zarco, Ana I

2017-01-01

Today, the customer-brand relationship is fundamental to a company's bottom line, especially in the service sector and with services offered via online channels. In order to maximize its effects, organizations need (1) to know which factors influence the formation of an individual's service expectations in an online environment; and (2) to establish the influence of these expectations on customers' likelihood of recommending a service before they have even used it. In accordance with the TAM model (Davis, 1989; Davis et al., 1992), the TRA model (Fishbein and Ajzen, 1975), the extended UTAUT model (Venkatesh et al., 2012), and the approach described by Alloza (2011), this work proposes a theoretical model of the antecedents and consequences of consumer expectations of online services. In order to validate the proposed theoretical model, a sample of individual insurance company customers was analyzed. The results showed, first, the importance of customers' expectations with regard to the intention to recommend the "private area" of the company's website to other customers prior to using it themselves. They also revealed the importance to expectations of the antecedents perceived usefulness, ease of use, frequency of use, reputation, and subjective norm.

19 CFR 10.586 - Certification not required.

Code of Federal Regulations, 2010 CFR

2010-04-01

... Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF THE...-United States Free Trade Agreement Import Requirements § 10.586 Certification not required. (a) General... good; or (2) A commercial importation for which the value of the originating goods does not exceed U.S...

Stakeholder Expectations of Service Quality in a University Web Portal

NASA Astrophysics Data System (ADS)

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

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

20 CFR 641.740 - How will the Department determine whether a grantee fails, meets, or exceeds the expected levels...

Code of Federal Regulations, 2010 CFR

2010-04-01

... grantee fails, meets, or exceeds the expected levels of performance for the core indicators and what will... determine whether a grantee fails, meets, or exceeds the expected levels of performance for the core... such levels) by aggregating the grantee's core indicators. The aggregate is calculated by combining the...

Improving Customer Satisfaction in an R and D Environment

NASA Technical Reports Server (NTRS)

Alexander, Anita; Liou, Y. H. Andrew

1998-01-01

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

The right stuff ... meeting your customer needs.

PubMed

Rubin, P; Carrington, S

1999-11-01

Meeting (and exceeding) your customers' needs is a requirement for competing in the current business world. New tools and techniques must be employed to deal with the rapidly changing global environment. This article describes the success of a global supply chain integration project for a division of a large multinational corporation. A state-of-the-art ERP software package was implemented in conjunction with major process changes to improve the organization's ability to promise and deliver product to their customers.

Computing the Expected Cost of an Appointment Schedule for Statistically Identical Customers with Probabilistic Service Times

PubMed Central

Dietz, Dennis C.

2014-01-01

A cogent method is presented for computing the expected cost of an appointment schedule where customers are statistically identical, the service time distribution has known mean and variance, and customer no-shows occur with time-dependent probability. The approach is computationally efficient and can be easily implemented to evaluate candidate schedules within a schedule optimization algorithm. PMID:24605070

Examining Readmissions through the Zone of Tolerance Theory.

PubMed

Hackbarth, Gary; Fiedler, Kirk

2017-01-01

The relationship between readmissions and customer service expectations is examined through the lens of the Zone of Tolerance (ZoT) theory. ZoT theory is expanded to consider the potential conflicting expectations and nature of the payer and patent customer dichotomy of the healthcare industry. The paper will suggest opportunities to influence patient expectations and understanding. It will also present empirical methods for understanding and responding to payer service expectations.

Battelle Energy Alliance, LLC (BEA) 2016 Self-Assessment Report for Idaho National Laboratory (INL)

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

Alvarez, Juan

This report provides Battelle Energy Alliance’s (BEA) self-assessment of performance for the period of October 1, 2015, through September 30, 2016, as evaluated against the goals, performance objectives, and notable outcomes defined in the Fiscal Year (FY) 2016 Performance Evaluation and Measurement Plan (PEMP). BEA took into consideration and consolidated all input provided from internal and external sources (e.g., Contractor Assurance System [CAS], program and customer feedback, external and independent reviews, and Department of Energy [DOE] Idaho Operations Office [ID] quarterly PEMP reports and Quarterly Evaluation Reports). The overall performance of BEA during this rating period was self-assessed as “Excellent,”more » exceeding expectations of performance in Goal 1.0, “Efficient and Effective Mission Accomplishment”; Goal 2.0, “Efficient and Effective Stewardship and Operation of Research Facilities”; and Goal 3.0, “Sound and Competent Leadership and Stewardship of the Laboratory.” BEA met or exceeded expectations for Mission Support Goals 4.0 through 7.0 assessing a final multiplier of 1.0. Table 1 documents BEA’s assessment of performance to the goals and individual performance objectives. Table 2 documents completion of the notable outcomes. A more-detailed assessment of performance for each individual performance objective is documented in the closeout reports (see the PEMP reporting system). Table 3 includes an update to “Performance Challenges” as reported in the FY 2015 Self-Assessment Report.« less

Exceeding parents' expectations in Ear-Nose-Throat outpatient facilities: the development and analysis of a questionnaire.

PubMed

Margaritis, Eleftherios; Katharaki, Maria; Katharakis, George

2012-05-01

The study attempts to develop an outpatient service quality scale by investigating the key dimensions which assess parental satisfaction and provides a recommendation on an improved health service delivery system. The survey was conducted in an Ear-Nose-Throat outpatient clinic of a Greek public pediatric hospital. A total of 127 parents in outpatient waiting areas were chosen; 74.8% of the sampled parents were under 40, and 78% were mothers. A factor analysis was performed; while a Fischer's exact test and multinomial logistic regression analysis was conducted. All Cronbach's α exceeded 0.70 and all factor loadings exceeded 0.50. Twenty-three items were retained through the scale development process and seven factors were formed that appear to be statistically valid and clinically meaningful: access and convenience, doctor's attention, customization, reliability, assurance, satisfaction and loyalty. Findings were discussed in relation to parents' overall satisfaction and intention of reusing and recommending outpatient clinic. Satisfaction was found to be positively affected by access and convenience and doctors' attention. Staff attitude and the telephone procedure of scheduling the child's examination found positively correlated to the likelihood of recommending services to friends and relatives. Time and communication in the waiting room influenced parents' satisfaction. Overall, results reveal the measures that need to be taken in order to improve outpatient service quality. Copyright © 2011 Elsevier Ltd. All rights reserved.

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.

75 FR 5036 - Submission for OMB Review; Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2010-02-01

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

A survey of Estonian consumer expectations from the pharmacy service and a comparison with the opinions of pharmacists.

PubMed

Villako, Peeter; Raal, Ain

2007-10-01

To assess the preferences of pharmacy customers when choosing a pharmacy and their expectations of the service, and comparing these with the opinions of pharmacists. Opinion and satisfaction of community pharmacy clients in Estonia. A written survey was carried out among pharmacy customers (n=1979) in cities (in 3 community pharmacies), towns (in 2 community pharmacies), and in small towns (in 2 community pharmacies). The survey was also carried out among community pharmacists (n=135) in different regions of Estonia. When choosing a pharmacy, its location was considered most important, costs and wide choice are less important. The most important expectations of customers' included help choosing the right medicine, as well as professional consultation. Preferences and expectations of pharmacy customers depended on their age, gender and income. Parking space, quickness and pleasantness were considered important by men. Costs and wide choice were considered to be more important by women. Pharmacists wish to give patients more information, but they overestimate the importance of quick service. Customers favoured privacy, discretion and confidentiality more. These characteristics were especially important to younger well-paid people living in big cities. In contrast to the opinions offered by pharmacists', a rapid customer service is so not as important as the quality of service in pharmacy according to customers. They also emphasised that pharmacies should highlight the choice of products, quality of service, a professional consultation, as well as ensure privacy.

Monitoring and root cause analysis of clinical biochemistry turn around time at an academic hospital.

PubMed

Chauhan, Kiran P; Trivedi, Amit P; Patel, Dharmik; Gami, Bhakti; Haridas, N

2014-10-01

Quality can be defined as the ability of a product or service to satisfy the needs and expectations of the customer. Laboratories are more focusing on technical and analytical quality for reliability and accuracy of test results. Patients and clinicians however are interested in rapid, reliable and efficient service from laboratory. Turn around time (TAT), the timeliness with which laboratory personnel deliver test results, is one of the most noticeable signs of laboratory service and is often used as a key performance indicator of laboratory performance. This study is aims to provide clue for laboratory TAT monitoring and root cause analysis. In a 2 year period a total of 75,499 specimens of outdoor patient department were monitor, of this a total of 4,142 specimens exceeded TAT. With consistent efforts to monitor, root cause analysis and corrective measures, we are able to decreased the specimens exceeding TAT from 7-8 to 3.7 %. Though it is difficult task to monitor TAT with the help of laboratory information system, real time documentation and authentic data retrievable, along with identification of causes for delays and its remedial measures, improve laboratory TAT and thus patient satisfaction.

Brand strengthening decision making delved from brand-contacts in health services organizations.

PubMed

Takayanagi, Kazue; Hagihara, Yukiko

2007-01-01

Under the Japanese Government's strong enforcement of Japanese national medical cost reduction, only hospitals which emphasize patient values, and creation of brands according to them can survive. This study extracted patients' expectations as brand from Campbell's Brand-Contact lists. The authors also proposed to add Brand-strengthening strategies both for short-term strategies (large improvement is not required) and for long-term strategies (restructuring hardware and systems). This method would enable hospitals to collect customers' underlying expectations, and would create high-value brands. Trustful medical service would provide mutual and synergetic medical care effects. It is already considered out of date to conduct qualitative patient satisfaction interviews on current medical services to current customers. It is the only way to survive that hospitals themselves produce their original brands to increase patient loyalty and customer satisfaction. In the process, customer value should be reconsidered from both aspects of the quality of clinical care and of other medically related services. Then hospitals would be able to satisfy both customers' output and process expectations.

Creating a successful relationship with customers.

PubMed

Cotton, L; Sparrow, E

1998-01-01

In 1997, several employers commissioned an inpatient survey for a group of businesses that included hospitals in southeast Michigan. Its results indicated that the University of Michigan Health System (UMHS) needed to become more customer-focused. To meet this challenge, UMHS mandated that customer service to its patients and their families should be its first priority. A pilot project in the radiology department's pediatric division was established to recognize and reward employees for outstanding service to customers. The program is now used to reward employees throughout the radiology department, on the assumption that when employees feel special, so will their customers. Management's focus is on employees--they are the health system. The department also invested in employee development, a continuous training program that centers on customer service and teaches tools and skills for better communication. The goal of the development program at UMHS is to exceed the needs of its customers.

Value-added service in health care institutions.

PubMed

Umiker, W

1996-12-01

In today's highly competitive atmosphere, the survival of health care institutions depends largely on the ability to provide value-added services (VAS) at the lowest possible cost. Managers must identify their customers and delineate the needs and expectation of those customers. A strategy for satisfying these needs and expectations is essential. While technical advances and reasonable charges are important, a successful "high-tech," "high touch" approach demands the combination of process reengineering and employee training in customer relations.

17 CFR 248.9 - Delivering privacy and opt out notices.

Code of Federal Regulations, 2010 CFR

2010-04-01

... regarding the customer relationship, and your current privacy notice remains available to the customer upon... reasonably expect that a customer will receive actual notice of your annual privacy notice if: (i) The customer uses your web site to access financial products and services electronically and agrees to receive...

Customer preferences for transit ATIS : research report

DOT National Transportation Integrated Search

2003-08-08

This research report presents findings from 12 workshops in 4 metropolitan areas with 284 transit customers conducted in November 2002 to address the following questions: (1) what kinds of transit information do customers want and expect the agencies...

A customer-insight led approach to building operational resilience.

PubMed

Passey, Fi

2018-01-01

High-profile failures over the past few years have led to the disruption of banking services in the UK, with some banks' customers left unable to make or receive payments, check balances or access cash for days or weeks. Technological advances and a push towards remote channels have increased customer expectations of 'always on' - any time, any place, anywhere - and with disruptions lasting anything from a few minutes to nearly a month, the regulator is also taking an interest. Nationwide Building Society has responded positively to this challenge by defining its operational resilience strategy, a long-term plan aimed at minimising the likelihood and impact of future disruptions. Customer research was used in order to understand customer expectations, as well as define and prioritise its end-to-end customer journeys, known as business service lines. A comprehensive mapping exercise facilitated the development of strategies and investment projects to address identified vulnerabilities and increase resilience.

ISO 9000 and/or Systems Engineering Capability Maturity Model?

NASA Technical Reports Server (NTRS)

Gholston, Sampson E.

2002-01-01

For businesses and organizations to remain competitive today they must have processes and systems in place that will allow them to first identify customer needs and then develop products/processes that will meet or exceed the customers needs and expectations. Customer needs, once identified, are normally stated as requirements. Designers can then develop products/processes that will meet these requirements. Several functions, such as quality management and systems engineering management are used to assist product development teams in the development process. Both functions exist in all organizations and both have a similar objective, which is to ensure that developed processes will meet customer requirements. Are efforts in these organizations being duplicated? Are both functions needed by organizations? What are the similarities and differences between the functions listed above? ISO 9000 is an international standard of goods and services. It sets broad requirements for the assurance of quality and for management's involvement. It requires organizations to document the processes and to follow these documented processes. ISO 9000 gives customers assurance that the suppliers have control of the process for product development. Systems engineering can broadly be defined as a discipline that seeks to ensure that all requirements for a system are satisfied throughout the life of the system by preserving their interrelationship. The key activities of systems engineering include requirements analysis, functional analysis/allocation, design synthesis and verification, and system analysis and control. The systems engineering process, when followed properly, will lead to higher quality products, lower cost products, and shorter development cycles. The System Engineering Capability Maturity Model (SE-CMM) will allow companies to measure their system engineering capability and continuously improve those capabilities. ISO 9000 and SE-CMM seem to have a similar objective, which is to document the organization's processes and certify to potential customers the capability of a supplier to control the processes that determine the quality of the product or services being produced. The remaining sections of this report examine the differences and similarities between ISO 9000 and SE-CMM and make recommendations for implementation.

Southwestern Power Administration Annual Report 2008

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

None

2010-12-01

Dear Secretary Chu, I am pleased to present the financial statements and operating data for Southwestern Power Administration (Southwestern) for Fiscal Year (FY) 2008. In FY 2008, Southwestern delivered over 7.3 billion kilowatt-hours of energy to its wholesale customers – nearly 31% more than average due to numerous record rainfall amounts in the southwest region. These record amounts produced revenues which exceeded the average annual revenue requirement by nearly $20 million and resulted in over $200 million in economic benefits to the region. Yet even as Southwestern exceeded its goals of marketing and delivering Federal hydroelectric power to our customers,more » we stayed focused on safety, security, and reliability. For example, we maintained our nearly 1,400 miles of high-voltage transmission lines, substations, and communications sites while achieving a Recordable Accident Frequency Rate of 0.0, a record that reflects Southwestern’s safety achievement of no recordable injuries for every 200,000 hours worked. We kept our rights-of-way secure from vegetation and other obstacles, work that not only supports our mission but also promotes reliability of the regional and National grid. We exceeded all North American Electric Reliability Corporation (NERC) Control Performance Standards (CPS- 1 and CPS-2), and maintained regulation and reserve obligations and reactive reserve margins to ensure the reliability of the bulk electric system, even during extended periods of restricted hydro operations due to unusually high project inflows. Finally, we continued our partnerships with the Department of Energy, the U.S. Army Corps of Engineers, our customers, and other Federal power stakeholders, partnerships that are vital to our continued success in marketing and delivering carbon-free, renewable, and domestically produced energy to our customers and to the Nation. Sincerely, Jon Worthington Administrator« less

The Student-Customer Orientation Questionnaire (SCOQ): Application of Customer Metaphor to Higher Education

ERIC Educational Resources Information Center

Koris, Riina; Nokelainen, Petri

2015-01-01

Purpose: The purpose of this paper is to study Bayesian dependency modelling (BDM) to validate the model of educational experiences and the student-customer orientation questionnaire (SCOQ), and to identify the categories of educatonal experience in which students expect a higher educational institutions (HEI) to be student-customer oriented.…

Analysis of NPS Contracting Service Quality

DTIC Science & Technology

2014-12-01

customer expectations is what they “hear from other customers ” or word of mouth communications (Zeithaml et al., 1990). The second factor... satisfaction and customer satisfaction (Hallowell et al., 1996). If a service quality gap exists between the provider and the customer , that gap could...identify a problem with provider job satisfaction , customer satisfaction , or both. In turn, by identifying potential problems in these areas, it could

Disruptive Technologies in Workmanship: pH-neutral Flux, CDM ESD Events, HDI PCBs

NASA Technical Reports Server (NTRS)

Plante, Jeannette F.

2010-01-01

This slide presentation describes what it calls "disruptive technologies", i.e., "Low-end disruption" occurs when the rate at which products improve exceeds the rate at which customers can adopt the new performance. Therefore, at some point the performance of the product overshoots the needs of certain customer segments. At this point, a disruptive technology may enter the market and provide a product which has lower performance than the incumbent but which exceeds the requirements of certain segments, thereby gaining a foothold in the market. This concept is viewed in impacting incumbent technologies Rosin Flux, with a pH-neutral water soluble Flux; electrostatic discharge models being disrupted by the charge device model (CDM) concept; and High Density Interconnect Printed Circuit Boards (HDI PCB).

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

DOT National Transportation Integrated Search

2017-03-01

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

Managing the Software Development Process

NASA Technical Reports Server (NTRS)

Lubelczky, Jeffrey T.; Parra, Amy

1999-01-01

The goal of any software development project is to produce a product that is delivered on time, within the allocated budget, and with the capabilities expected by the customer and unfortunately, this goal is rarely achieved. However, a properly managed project in a mature software engineering environment can consistently achieve this goal. In this paper we provide an introduction to three project success factors, a properly managed project, a competent project manager, and a mature software engineering environment. We will also present an overview of the benefits of a mature software engineering environment based on 24 years of data from the Software Engineering Lab, and suggest some first steps that an organization can take to begin benefiting from this environment. The depth and breadth of software engineering exceeds this paper, various references are cited with a goal of raising awareness and encouraging further investigation into software engineering and project management practices.

Marketing and the medical specialist in the managed care environment.

PubMed

Treister, N W

1997-01-01

Marketing means more than just communicating or advertising to potential patients; marketing means identifying your customers and working to meet or exceed their expectations. There are five key areas of a marketing plan: (1) Establish the foundation, beginning with your mission statement; (2) Assess your marketing environment by internal and external research; (3) Target your efforts, looking at image and perception; (4) Develop your particular mix of product, price, place of distribution, and promotion; and (5) implement and evaluate your marketing process. This article discusses the importance of a marketing plan for the medical specialist and highlights the features unique to a practice working in a system of capitated reimbursement. Applying these principles will help to demonstrate added value, protect the fundamental role of the patient-physician relationship, ensure that our efforts are aligned with professional missions and goals, and ultimately increase profitability and professional success.

Re-engineering pre-employment check-up systems: a model for improving health services.

PubMed

Rateb, Said Abdel Hakim; El Nouman, Azza Abdel Razek; Rateb, Moshira Abdel Hakim; Asar, Mohamed Naguib; El Amin, Ayman Mohammed; Gad, Saad abdel Aziz; Mohamed, Mohamed Salah Eldin

2011-01-01

The purpose of this paper is to develop a model for improving health services provided by the pre-employment medical fitness check-up system affiliated to Egypt's Health Insurance Organization (HIO). Operations research, notably system re-engineering, is used in six randomly selected centers and findings before and after re-engineering are compared. The re-engineering model follows a systems approach, focusing on three areas: structure, process and outcome. The model is based on six main components: electronic booking, standardized check-up processes, protected medical documents, advanced archiving through an electronic content management (ECM) system, infrastructure development, and capacity building. The model originates mainly from customer needs and expectations. The centers' monthly customer flow increased significantly after re-engineering. The mean time spent per customer cycle improved after re-engineering--18.3 +/- 5.5 minutes as compared to 48.8 +/- 14.5 minutes before. Appointment delay was also significantly decreased from an average 18 to 6.2 days. Both beneficiaries and service providers were significantly more satisfied with the services after re-engineering. The model proves that re-engineering program costs are exceeded by increased revenue. Re-engineering in this study involved multiple structure and process elements. The literature review did not reveal similar re-engineering healthcare packages. Therefore, each element was compared separately. This model is highly recommended for improving service effectiveness and efficiency. This research is the first in Egypt to apply the re-engineering approach to public health systems. Developing user-friendly models for service improvement is an added value.

Manufacturing Bms/Iso System Review

NASA Technical Reports Server (NTRS)

Gomez, Yazmin

2004-01-01

The Quality Management System (QMS) is one that recognizes the need to continuously change and improve an organization s products and services as determined by system feedback, and corresponding management decisions. The purpose of a Quality Management System is to minimize quality variability of an organization's products and services. The optimal Quality Management System balances the need for an organization to maintain flexibility in the products and services it provides with the need for providing the appropriate level of discipline and control over the processes used to provide them. The goal of a Quality Management System is to ensure the quality of the products and services while consistently (through minimizing quality variability) meeting or exceeding customer expectations. The GRC Business Management System (BMS) is the foundation of the Center's ISO 9001:2000 registered quality system. ISO 9001 is a quality system model developed by the International Organization for Standardization. BMS supports and promote the Glenn Research Center Quality Policy and wants to ensure the customer satisfaction while also meeting quality standards. My assignment during this summer is to examine the manufacturing processes used to develop research hardware, which in most cases are one of a kind hardware, made with non conventional equipment and materials. During this process of observation I will make a determination, based on my observations of the hardware development processes the best way to meet customer requirements and at the same time achieve the GRC quality standards. The purpose of my task is to review the manufacturing processes identifying opportunities in which to optimize the efficiency of the processes and establish a plan for implementation and continuous improvement.

Why Customers Use or Do Not Use Internet Banking: A Case Study of a Community Bank

ERIC Educational Resources Information Center

Beadnell, Stephen Allen

2014-01-01

The banking industry is being challenged by shareholders and consumers to provide its products in the most efficient manner, provide good customer service, and earn a fair profit. Although the infrastructure is in place to serve most customers through Internet banking, the number of customers using this channel is less than expected. The purpose…

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…

Pharmacy Interns’ Perception of Their Professional Role

PubMed Central

Vestergaard, Stense; Traulsen, Janine Marie; Kaae, Susanne

2017-01-01

Objective. To determine pharmacy interns' perceptions of the roles of the pharmacist and pharmacy prior to and during the pharmacy internship and to compare their perceptions with those of their supervisors and the pharmacy customers. Methods. Questionnaires were completed and submitted by 395 interns prior to and during their internships. Interns interviewed their supervisors and two to four local customers. Results. Ninety-six supervisors and 285 customers were interviewed. Interns' perceptions were aligned with those of their supervisors in that both groups indicated that a pharmacist's most important role is that of a clinical leader. Furthermore, interns' perception of customers' expectations regarding the pharmacy were well aligned with customers' actual expectations with regard to service. Conclusion. The study illustrates that interns became more aligned in their perceptions due to the pharmacy internship. The study findings imply that the pharmacy internship influences interns' perception of the pharmacy and pharmacist's roles in society through complex individual and social learning processes. PMID:28289300

12 CFR 216.9 - Delivering privacy and opt out notices.

Code of Federal Regulations, 2010 CFR

2010-01-01

... sending any information regarding the customer relationship, and your current privacy notice remains.... You may reasonably expect that a customer will receive actual notice of your annual privacy notice if: (1) The customer uses your web site to access financial products and services electronically and...

12 CFR 332.9 - Delivering privacy and opt out notices.

Code of Federal Regulations, 2010 CFR

2010-01-01

... sending any information regarding the customer relationship, and your current privacy notice remains.... You may reasonably expect that a customer will receive actual notice of your annual privacy notice if: (1) The customer uses your web site to access financial products and services electronically and...

30 CFR 250.515 - Blowout prevention equipment.

Code of Federal Regulations, 2010 CFR

2010-07-01

... foreseeable conditions and circumstances, including subfreezing conditions. The working pressure rating of the BOP system and BOP system components shall exceed the expected surface pressure to which they may be subjected. If the expected surface pressure exceeds the rated working pressure of the annular preventer, the...

Consumer Expectations of Online Services in the Insurance Industry: An Exploratory Study of Drivers and Outcomes

PubMed Central

Méndez-Aparicio, M. Dolores; Izquierdo-Yusta, Alicia; Jiménez-Zarco, Ana I.

2017-01-01

Today, the customer-brand relationship is fundamental to a company’s bottom line, especially in the service sector and with services offered via online channels. In order to maximize its effects, organizations need (1) to know which factors influence the formation of an individual’s service expectations in an online environment; and (2) to establish the influence of these expectations on customers’ likelihood of recommending a service before they have even used it. In accordance with the TAM model (Davis, 1989; Davis et al., 1992), the TRA model (Fishbein and Ajzen, 1975), the extended UTAUT model (Venkatesh et al., 2012), and the approach described by Alloza (2011), this work proposes a theoretical model of the antecedents and consequences of consumer expectations of online services. In order to validate the proposed theoretical model, a sample of individual insurance company customers was analyzed. The results showed, first, the importance of customers’ expectations with regard to the intention to recommend the “private area” of the company’s website to other customers prior to using it themselves. They also revealed the importance to expectations of the antecedents perceived usefulness, ease of use, frequency of use, reputation, and subjective norm. PMID:28798705

16 CFR 313.9 - Delivering privacy and opt out notices.

Code of Federal Regulations, 2010 CFR

2010-01-01

... refrain from sending any information regarding the customer relationship, and your current privacy notice...) Annual notices only. You may reasonably expect that a customer will receive actual notice of your annual privacy notice if: (1) The customer uses your web site to access financial products and services...

Manage customer-centric innovation--systematically.

PubMed

Selden, Larry; MacMillan, Ian C

2006-04-01

No matter how hard companies try, their approaches to innovation often don't grow the top line in the sustained, profitable way investors expect. For many companies, there's a huge difference between what's in their business plans and the market's expectations for growth (as reflected in firms' share prices, market capitalizations, and P/E ratios). This growth gap springs from the fact that companies are pouring money into their insular R&D labs instead of working to understand what the customer wants and using that understanding to drive innovation. As a result, even companies that spend the most on R&D remain starved for both customer innovation and market-capitalization growth. In this article, the authors spell out a systematic approach to innovation that continuously fuels sustained, profitable growth. They call this approach customer-centric innovation, or CCI. At the heart of CCI is a rigorous customer R&D process that helps companies to continually improve their understanding of who their customers are and what they need. By so doing, they consistently create or improve their customer value proposition. Customer R&D also focuses on better ways of communicating value propositions and delivering the complete experience to real customers. Since so much of the learning about customers and so much of the experimentation with different segmentations, value propositions, and delivery mechanisms involve the people who regularly deal with customers, it is absolutely essential for frontline employees to be at the center of the CCI process. Simply put, customer R&D propels the innovation effort away from headquarters and the traditional R&D lab out to those closest to the customer. Using the example of the luggage manufacturer Tumi, the authors provide a step-by-step approach for achieving true customer-centric innovation.

Covariance of engineering management characteristics with engineering employee performance

NASA Astrophysics Data System (ADS)

Hesketh, Andrew Arthur

1998-12-01

As business in the 1990's grapples with the impact of continuous improvement and quality to meet market demands, there is an increased need to improve the leadership capabilities of our managers. Engineers have indicated desire for certain managerial characteristics in their leadership but there have been no studies completed that approached the problem of determining what managerial characteristics were best at improving employee performance. This study addressed the idea of identifying certain managerial characteristics that enhance employee performance. In the early 1990's, McDonnell Douglas Aerospace in St. Louis used a forced distribution system and allocated 35% of its employees into a "exceeds expectations" category and 60% into a "meets expectations" category. A twenty-question 5 point Likert scale survey on managerial capabilities was administered to a sample engineering population that also obtained their "expectations" category. A single factor ANOVA on the survey results determined a statistical difference between the "exceeds" and "meets" employees with four of the managerial capability questions. The "exceeds expectations" employee indicated that supervision did a better job of supporting subordinate development, clearly communicating performance expectations, and providing timely performance feedback when compared to the "meets expectations" employee. The "meets expectations" employee felt that their opinions, when different from their supervisor's, were more often ignored when compared to the "exceeds expectations" employee. These four questions relate to two specific managerial characteristics, "gaining (informal) authority and support" or "control" characteristic and "providing assistance and guidance" or "command" characteristic, that can be emphasized in managerial training programs.

30 CFR 250.516 - Blowout prevention equipment.

Code of Federal Regulations, 2014 CFR

2014-07-01

... pressure rating of the BOP system and BOP system components shall exceed the expected surface pressure to which they may be subjected. If the expected surface pressure exceeds the rated working pressure of the...-control procedure that indicates how the annular preventer will be utilized, and the pressure limitations...

30 CFR 250.516 - Blowout prevention equipment.

Code of Federal Regulations, 2013 CFR

2013-07-01

... pressure rating of the BOP system and BOP system components shall exceed the expected surface pressure to which they may be subjected. If the expected surface pressure exceeds the rated working pressure of the...-control procedure that indicates how the annular preventer will be utilized, and the pressure limitations...

30 CFR 250.616 - Blowout prevention equipment.

Code of Federal Regulations, 2014 CFR

2014-07-01

... pressure rating of the BOP system and system components shall exceed the expected surface pressure to which they may be subjected. If the expected surface pressure exceeds the rated working pressure of the... pressure limitations that will be applied during each mode of pressure control. (b) The minimum BOP system...

30 CFR 250.616 - Blowout prevention equipment.

Code of Federal Regulations, 2013 CFR

2013-07-01

... pressure rating of the BOP system and system components shall exceed the expected surface pressure to which they may be subjected. If the expected surface pressure exceeds the rated working pressure of the... pressure limitations that will be applied during each mode of pressure control. (b) The minimum BOP system...

30 CFR 250.615 - Blowout prevention equipment.

Code of Federal Regulations, 2012 CFR

2012-07-01

... pressure rating of the BOP system and system components shall exceed the expected surface pressure to which they may be subjected. If the expected surface pressure exceeds the rated working pressure of the... pressure limitations that will be applied during each mode of pressure control. (b) The minimum BOP system...

30 CFR 250.515 - Blowout prevention equipment.

Code of Federal Regulations, 2012 CFR

2012-07-01

... pressure rating of the BOP system and BOP system components shall exceed the expected surface pressure to which they may be subjected. If the expected surface pressure exceeds the rated working pressure of the...-control procedure that indicates how the annular preventer will be utilized, and the pressure limitations...

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

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

PubMed

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

2016-01-01

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

Quality Control through Design and Process: Gambrel Roof Truss Challenge

ERIC Educational Resources Information Center

Ward, Dell; Jones, James

2011-01-01

Customers determine whether a product fulfills their needs or satisfies them. "Quality control", then, is the process of finding out what the customer wants, along with designing, producing, delivering, and servicing the product--and ultimately satisfying the customer's expectations. For many years, people considered a product to be of good…

A Customer Service Approach to Advising: Theory and Application.

ERIC Educational Resources Information Center

Spicuzza, Frank J.

1992-01-01

The customer service marketing model provides an organizing strategy for advising in higher education. The university contributes resources for an advising process that addresses needs and expectations of students as customers and faculty as providers. This model is evident in a recent survey of 58 bachelor's degree recipients in social work. (MSE)

75 FR 20427 - Agency Information Collection (Insurance Surveys) Activities Under OMB Review

Federal Register 2010, 2011, 2012, 2013, 2014

2010-04-19

... to determine the kind and quality of services they want and their level of satisfaction with existing service. Customer satisfaction surveys are used to gauge customer perceptions of VA services as well as customer expectations and desires. An agency may not conduct or sponsor, and a person is not required to...

Reinventing the International Space Station Payload Integration Processes and Capabilities

NASA Technical Reports Server (NTRS)

Jones, Rod; Price, Carmen; Copeland, Scott; Geiger, Wade; Geiger, Wade; Rice, Amanda; Lauchner, Adam

2011-01-01

The fundamental ISS payload integration philosophy, processes and capabilities were established in the context of how NASA science programs were conducted and executed in the early 1990 s. Today, with the designation of the United States (US) portion of ISS as a National Lab, the ISS payload customer base is growing to include other government agencies, private and commercial research. The fields of research are becoming more diverse expanding from the NASA centric physical, materials and human research sciences to test beds for exploration and technology demonstration, biology and biotechnology, and as an Earth and Space science platform. This new customer base has a broader more diverse set of expectations and requirements for payload design, verification, integration, test, training, and operations. One size fits all processes are not responsive to this broader customer base. To maintain an organization s effectiveness it must listen to its customers, understand their needs, learn from its mistakes, and foster an environment of continual process improvement. The ISS Payloads office is evolving to meet these new customer expectations.

Bookmakers and a Duty of Care: Customers' Views in England.

PubMed

Brooks, Graham; Sparrow, Paul

2016-06-01

This paper focuses on customers' views on the extent that bookmakers and individuals are responsible for a duty of care. 72 participants from seven bookmakers in one city in England were interviewed that illustrates customers expect bookmakers to take 'reasonable steps' to avoid exploiting all customers. However, the customers' views recorded in this paper illustrate a range of views on what a duty of care should actually comprise with differences of opinion on the level of bookmakers and individuals level of responsibility, dealing with intoxicated customers, illegal gambling, prevention of excessive and problem gambling and self-exclusion.

A customized resistivity system for monitoring saturation and seepage in earthen levees: installation and validation

NASA Astrophysics Data System (ADS)

Arosio, Diego; Munda, Stefano; Tresoldi, Greta; Papini, Monica; Longoni, Laura; Zanzi, Luigi

2017-10-01

This work is based on the assumption that a resistivity meter can effectively monitor water saturation in earth levees and can be used as a warning system when saturation exceeds the expected seasonal maxima. We performed time-lapse ERT measurements to assess the capability of this method to detect areas where seepage is critical. These measurements were also very useful to design a prototype monitoring system with remarkable savings by customizing the specifications according to field observations. The prototype consists of a remotely controlled low-power resistivity meter with a spread of 48 stainless steel 20 × 20 cm plate electrodes buried at half-meter depth. We deployed the newly-designed permanent monitoring system on a critical levee segment. A weather station and an ultrasonic water level sensor were also installed in order to analyse the correlation of resistivity with temperature, rainfalls and water level seasonal variations. The preliminary analysis of the monitoring data shows that the resistivity maps follow a very reasonable trend related with the saturation/drying cycle of the levee caused by the seasonal variations of the water level in the irrigation channel. Sharp water level changes cause delayed and smooth resistivity variations. Rainfalls and, to a lesser extent, temperature seem to have an influence on the collected data but effects are apparently negligible beyond 1 m depth. The system is currently operating and results are continuously monitored.

41 CFR 102-85.100 - How does a customer agency pay for tenant improvements?

Code of Federal Regulations, 2010 CFR

2010-07-01

... Management Federal Property Management Regulations System (Continued) FEDERAL MANAGEMENT REGULATION REAL... agency for TIs is amortized over a period of time specified in the OA, not to exceed the useful life of...

7 CFR 1753.38 - Procurement procedures.

Code of Federal Regulations, 2011 CFR

2011-01-01

... specifications and equipment requirements (required only for projects expected to exceed $500,000 or 25% of the... technology. (ii) The borrower shall review in detail all exceptions to the P&S. No exceptions will be... only for projects that are expected to exceed $500,000 or 25% of the loan, whichever is less), sealed...

30 CFR 250.1706 - What are the requirements for blowout prevention equipment?

Code of Federal Regulations, 2014 CFR

2014-07-01

... circumstances, including subfreezing conditions. The working pressure rating of the BOP system and system components must exceed the expected surface pressure to which they may be subjected. If the expected surface pressure exceeds the rated working pressure of the annular preventer, you must submit with Form BSEE-0124...

30 CFR 250.1706 - What are the requirements for blowout prevention equipment?

Code of Federal Regulations, 2013 CFR

2013-07-01

... circumstances, including subfreezing conditions. The working pressure rating of the BOP system and system components must exceed the expected surface pressure to which they may be subjected. If the expected surface pressure exceeds the rated working pressure of the annular preventer, you must submit with Form BSEE-0124...

7 CFR 1753.38 - Procurement procedures.

Code of Federal Regulations, 2014 CFR

2014-01-01

... specifications and equipment requirements (required only for projects expected to exceed $500,000 or 25% of the... technology. (ii) The borrower shall review in detail all exceptions to the P&S. No exceptions will be... only for projects that are expected to exceed $500,000 or 25% of the loan, whichever is less), sealed...

7 CFR 1753.38 - Procurement procedures.

Code of Federal Regulations, 2012 CFR

2012-01-01

... specifications and equipment requirements (required only for projects expected to exceed $500,000 or 25% of the... technology. (ii) The borrower shall review in detail all exceptions to the P&S. No exceptions will be... only for projects that are expected to exceed $500,000 or 25% of the loan, whichever is less), sealed...

7 CFR 1753.38 - Procurement procedures.

Code of Federal Regulations, 2013 CFR

2013-01-01

... specifications and equipment requirements (required only for projects expected to exceed $500,000 or 25% of the... technology. (ii) The borrower shall review in detail all exceptions to the P&S. No exceptions will be... only for projects that are expected to exceed $500,000 or 25% of the loan, whichever is less), sealed...

48 CFR 1436.602-5 - Short selection processes for contracts not to exceed the simplified acquisition threshold.

Code of Federal Regulations, 2010 CFR

2010-10-01

... for contracts not to exceed the simplified acquisition threshold. 1436.602-5 Section 1436.602-5... for contracts not to exceed the simplified acquisition threshold. At each occurrence, CO approval...-engineer contracts not expected to exceed the simplified acquisition threshold. ...

Technical Leadership Development Program - Year 2

DTIC Science & Technology

2012-02-01

Why Projects Fail Pennotti Wed 2:45-3:00 Break Wed 3:00-4:30 Project: AR2D2: RFP Robinson UNCLASSIFIED Contract Number: H98230-08-D-0171 DO 02...Project: AR2D2 RFP 12. Customer Expectation-1: Lecture: Why Systems Fail 13. Customer Expectation-2: Case Study: Process Automation 14...01 February 2012 UNCLASSIFIED 65 Syllabus Segment 12: Why Systems Fail (Lecture) Time: 1.5 hours Responsible: Mike Pennotti Support

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.

78 FR 76074 - Department of State Acquisition Regulation

Federal Register 2010, 2011, 2012, 2013, 2014

2013-12-16

... DOSAR Sec. Sec. 652.245-70(a)(3) and 652.245-71, on the theory that Part 45 governs the management and... expectancy to exceed two years. (b) The contracting officer shall insert the clause at 652.245-71, Special... property when put into use; and is of a durable nature with an estimated useful life expectancy to exceed...

Integrating Thermal Tools Into the Mechanical Design Process

NASA Technical Reports Server (NTRS)

Tsuyuki, Glenn T.; Siebes, Georg; Novak, Keith S.; Kinsella, Gary M.

1999-01-01

The intent of mechanical design is to deliver a hardware product that meets or exceeds customer expectations, while reducing cycle time and cost. To this end, an integrated mechanical design process enables the idea of parallel development (concurrent engineering). This represents a shift from the traditional mechanical design process. With such a concurrent process, there are significant issues that have to be identified and addressed before re-engineering the mechanical design process to facilitate concurrent engineering. These issues also assist in the integration and re-engineering of the thermal design sub-process since it resides within the entire mechanical design process. With these issues in mind, a thermal design sub-process can be re-defined in a manner that has a higher probability of acceptance, thus enabling an integrated mechanical design process. However, the actual implementation is not always problem-free. Experience in applying the thermal design sub-process to actual situations provides the evidence for improvement, but more importantly, for judging the viability and feasibility of the sub-process.

Building Connections With Patients and Families in the Intensive Care Unit: A Canadian Top-Performer Success Story.

PubMed

Matchett, Debbie; Haddad, Michel; Volland, Jennifer

Consumers are increasingly becoming the voice and impetus for hospital organizational change in the United States. This is in part due to their increased stake in cost sharing with hospitals, health systems, and the ambulatory setting and revisions to health plans with higher deductibles and copays. With customers wanting services better, faster, and more economical than in the past, organizations need to break the ceiling on improvement levels for exceeding expectations of patient experience. Of interest is the hospital critical care area, because of the heightened patient needs, support, and resources that are required in this acute setting. Bluewater Health, located in Sarnia, Ontario, Canada, is a top-industry performer on the patient experience access-to-care dimension. Much can be learned from the multiple practices it has used to create an environment that embraces patients and families to the fullest extent, ensuring the resources needed for optimizing care are received.

Factor selection for service quality evaluation: a hospital case study.

PubMed

Ameryoun, Ahmad; Najafi, Seyedvahid; Nejati-Zarnaqi, Bayram; Khalilifar, Seyed Omid; Ajam, Mahdi; Ansarimoghadam, Ahmad

2017-02-13

Purpose The purpose of this paper is to develop a systematic approach to predict service quality dimension's influence on service quality using a novel analysis based on data envelopment and SERVQUAL. Design/methodology/approach To assess hospital service quality in Tehran, expectation and perception of those who received the services were evaluated using SERVQUAL. The hospital service quality dimensions were found by exploratory factor analysis (EFA). To compare customer expectation and perception, perceived service quality index (PSQI) was measured using a new method based on common weights. A novel sensitivity approach was used to test the service quality factor's impact on the PSQI. Findings A new service quality dimension named "trust in services" was found using EFA, which is not an original SERVQUAL factor. The approach was applied to assess the hospital's service quality. Since the PSQI value was 0.76 it showed that improvements are needed to meet customer expectations. The results showed the factor order that affect PSQI. "Trust in services" has the strongest influence on PSQI followed by "tangibles," "assurance," "empathy," and "responsiveness," respectively. Practical implications This work gives managers insight into service quality by following a systematic method; i.e., measuring perceived service quality from the customer viewpoint and service factors' impact on customer perception. Originality/value The procedure helps managers to select the required service quality dimensions which need improvement and predict their effects on customer perception.

The study of the relationship between value creation and customer loyalty with the role of trust moderation and customer satisfaction in Sari hospitals.

PubMed

Rahmani, Zienolabedin; Ranjbar, Mansour; Gara, Ali Asgar Nadi; Gorji, Mohammad Ali Heidari

2017-06-01

Healthcare providers are competitive, owing to heightened customers' awareness and expectations of health care services. The aim of this study was to determine the relationship between customer value creation and loyalty with mediator trust and customer satisfaction. This is a cross sectional survey study. Participants were 196 patients referred to private hospitals in Sari city, Iran from May to June 2014 which were selected by convenience sampling method. Data were collected using questionnaires. Data were analyzed using the structural equation modeling software Smart PLS. The results revealed a relationship between customer value creation and customer loyalty in a Sari city private hospital, and customer satisfaction and trust, mediate the relationship between customer value creation and customer loyalty. The results also revealed significant positive relationship between customer satisfaction and trust (p=0.000 r=0.585). customer satisfaction and trust mediate the relationship between customer value creation and customer loyalty.

Purchasing Over-the-counter medicines from Australian pharmacy: What do the pharmacy customers value and expect?

PubMed

Chan, Vincent; Tran, Hung

2016-01-01

Over-the-counter medicines (OTC) are widely available and can be purchased without a prescription. Their availability means that a customer may choose to purchase them without the involvement of a pharmacy/pharmacist. It is important to understand customer OTC purchasing perceptions and behaviour from a pharmacy to better understand the needs and opportunities in this space. This study aimed to examine customers' key expectations and what they value when purchasing OTC and how the effect of health status/stress and perceived risks/benefits of purchasing OTCs from a pharmacy may influence their OTC shopping behaviour. Customers from two metropolitan pharmacies across two different suburbs in Brisbane, Queensland, Australia completed a self-administered questionnaire. Data collection was conducted over a six-week period. The questionnaire examined demographics, current level of health and stress, as well as a range of questions (seven-point Likert-scale) examining perceived benefits and risks, what they value, trust and expect when purchasing OTC. A total of 86 customers from a broad range of demographics were captured in this study. When asked about their current health state, 41% and 23% respectively indicated that they were stressed and tense when they arrived at the pharmacy but many were feeling well (38%). Most customers strongly agreed/agreed that trust in the advice from a pharmacy (96%), trust in the products (73%), and the altruistic approach of a pharmacy (95%) were critical to them. Further, 82% and 78% respectively disagreed that time pressures or costs were concerns, despite many feeling tense and stressed when they came in. When asked where they intend to buy their future OTC, 89% indicated pharmacy instead of a supermarket. High levels of trust, confidence and sense of altruism and care were key factors for customers buying OTC from a pharmacy, regardless of time pressures, costs or existing levels of stress and health.

Metal oxide coating of carbon supports for supercapacitor applications.

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

Boyle, Timothy J.; Tribby, Louis, J; Lakeman, Charles D. E.

2008-07-01

The global market for wireless sensor networks in 2010 will be valued close to $10 B, or 200 M units. TPL, Inc. is a small Albuquerque based business that has positioned itself to be a leader in providing uninterruptible power supplies in this growing market with projected revenues expected to exceed $26 M in 5 years. This project focused on improving TPL, Inc.'s patent-pending EnerPak{trademark} device which converts small amounts of energy from the environment (e.g., vibrations, light or temperature differences) into electrical energy that can be used to charge small energy storage devices. A critical component of the EnerPak{trademark}more » is the supercapacitor that handles high power delivery for wireless communications; however, optimization and miniaturization of this critical component is required. This proposal aimed to produce prototype microsupercapacitors through the integration of novel materials and fabrication processes developed at New Mexico Technology Research Collaborative (NMTRC) member institutions. In particular, we focused on developing novel ruthenium oxide nanomaterials and placed them into carbon supports to significantly increase the energy density of the supercapacitor. These improvements were expected to reduce maintenance costs and expand the utility of the TPL, Inc.'s device, enabling New Mexico to become the leader in the growing global wireless power supply market. By dominating this niche, new customers were expected to be attracted to TPL, Inc. yielding new technical opportunities and increased job opportunities for New Mexico.« less

A Simulation Approach to Decision Making in IT Service Strategy

PubMed Central

2014-01-01

We propose to use simulation modeling to support decision making in IT service strategy scope. Our main contribution is a simulation model that helps service providers analyze the consequences of changes in both the service capacity assigned to their customers and the tendency of service requests received on the fulfillment of a business rule associated with the strategic goal of customer satisfaction. This business rule is set in the SLAs that service provider and its customers agree to, which determine the maximum percentage of service requests that are permitted to be abandoned because they have exceeded the waiting time allowed. To illustrate the use and applications of the model, we include some of the experiments conducted and describe our conclusions. PMID:24790583

The study of the relationship between value creation and customer loyalty with the role of trust moderation and customer satisfaction in Sari hospitals

PubMed Central

Rahmani, Zienolabedin; Ranjbar, Mansour; Gara, Ali Asgar Nadi; gorji, Mohammad Ali Heidari

2017-01-01

Background Healthcare providers are competitive, owing to heightened customers’ awareness and expectations of health care services. Objective The aim of this study was to determine the relationship between customer value creation and loyalty with mediator trust and customer satisfaction. Methods This is a cross sectional survey study. Participants were 196 patients referred to private hospitals in Sari city, Iran from May to June 2014 which were selected by convenience sampling method. Data were collected using questionnaires. Data were analyzed using the structural equation modeling software Smart PLS. Results The results revealed a relationship between customer value creation and customer loyalty in a Sari city private hospital, and customer satisfaction and trust, mediate the relationship between customer value creation and customer loyalty. The results also revealed significant positive relationship between customer satisfaction and trust (p=0.000 r=0.585). Conclusion customer satisfaction and trust mediate the relationship between customer value creation and customer loyalty. PMID:28848619

Consumer Behavior in Shopping Streets: The Importance of the Salesperson's Professional Personal Attention

PubMed Central

Medrano, Natalia; Olarte-Pascual, Cristina; Pelegrín-Borondo, Jorge; Sierra-Murillo, Yolanda

2016-01-01

Since the early 2010s, the emergence of a new consumer has begun. In this context, consumer behavior represents one of the greatest interests of marketing scholars and business managers due to their need to adapt their companies' strategies to the new frontier. In order to advance understanding of this new consumer, this article focuses on analyzing consumer behavior in shopping streets. Thus, the aim of this research is to know what customers value in terms of salesperson–customer interaction quality nowadays. To achieve this, the authors conducted two studies. The results of the first study show that customers cite personal attention as the primary factor motivating their preference for small retailers in shopping streets. However, this motivation is not as relevant one for those who prefer malls. This result provides a point on which to research service quality incorporating personal attention in a second study. Using the SERVQUAL-P scale, the authors elaborate three lenses through which the quality of service from the customer's point of view can be analyzed: normative expectations, predictive expectations, and the importance of each attribute. The most striking result is that the dimensions of expectations (normative and predictive) are the same; these results demonstrate that customers are coherent in making assessments of their expectations, evaluating service quality and satisfaction with similar criteria. However, these dimensions are different from the dimensions of importance. Our main contribution lies in the finding that personal attention, when assessed using the scale of attribute importance, is split into two dimensions: (1) courteous attention and (2) personal relationship. Courteous attention is always welcome, but personal relationships are less valued and are often even rejected. The article concludes with a discussion of the implications of these findings for marketing practices and research. PMID:26903927

Consumer Behavior in Shopping Streets: The Importance of the Salesperson's Professional Personal Attention.

PubMed

Medrano, Natalia; Olarte-Pascual, Cristina; Pelegrín-Borondo, Jorge; Sierra-Murillo, Yolanda

2016-01-01

Since the early 2010s, the emergence of a new consumer has begun. In this context, consumer behavior represents one of the greatest interests of marketing scholars and business managers due to their need to adapt their companies' strategies to the new frontier. In order to advance understanding of this new consumer, this article focuses on analyzing consumer behavior in shopping streets. Thus, the aim of this research is to know what customers value in terms of salesperson-customer interaction quality nowadays. To achieve this, the authors conducted two studies. The results of the first study show that customers cite personal attention as the primary factor motivating their preference for small retailers in shopping streets. However, this motivation is not as relevant one for those who prefer malls. This result provides a point on which to research service quality incorporating personal attention in a second study. Using the SERVQUAL-P scale, the authors elaborate three lenses through which the quality of service from the customer's point of view can be analyzed: normative expectations, predictive expectations, and the importance of each attribute. The most striking result is that the dimensions of expectations (normative and predictive) are the same; these results demonstrate that customers are coherent in making assessments of their expectations, evaluating service quality and satisfaction with similar criteria. However, these dimensions are different from the dimensions of importance. Our main contribution lies in the finding that personal attention, when assessed using the scale of attribute importance, is split into two dimensions: (1) courteous attention and (2) personal relationship. Courteous attention is always welcome, but personal relationships are less valued and are often even rejected. The article concludes with a discussion of the implications of these findings for marketing practices and research.

48 CFR 636.602-5 - Short selection processes for contracts not to exceed the simplified acquisition threshold.

Code of Federal Regulations, 2012 CFR

2012-10-01

... for contracts not to exceed the simplified acquisition threshold. 636.602-5 Section 636.602-5 Federal... not to exceed the simplified acquisition threshold. The short selection process described in FAR 36.602-5 is authorized for use for contracts not expected to exceed the simplified acquisition threshold...

48 CFR 1336.602-5 - Short selection process for contracts not to exceed the simplified acquisition threshold.

Code of Federal Regulations, 2010 CFR

2010-10-01

... for contracts not to exceed the simplified acquisition threshold. 1336.602-5 Section 1336.602-5... for contracts not to exceed the simplified acquisition threshold. (a) In contracts not expected to exceed the simplified acquisition threshold, either or both of the short selection processes set out at...

The National Shipbuilding Research Program, 1991 Ship Production Symposium Proceedings: Paper No. IVA-3: Improving Your Competitive Position Through Total Quality Management (TQM)

DTIC Science & Technology

1991-09-01

process of TQM, it will expect help from suppliers in the pursuit of increased product and service quality . So if your customers are describing their...customer expectations typically prompt the changes. Remaining competitive in today’s global economy requires an increased level of product and service ... quality at lower cost. In government the motivation often arises from Presidential Order #12552, or more importantly, con- strained budgets. The

Adding value in additive manufacturing: researchers in the United Kingdom and Europe look to 3D printing for customization.

PubMed

Banks, Jim

2013-01-01

Having already made a big impact in the medical sector, three-dimensional (3-D) printing technology continues to push the boundaries of cost efficiency, convenience, and customization. It has transformed some aspects of medical device production. However, expectations of the technology are often exaggerated in the media, so we spoke to leading researchers in the field about its practical applications and what can be expected in the near future.

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)

Service Quality Management Systems: An Annotated Bibliography

DTIC Science & Technology

1992-05-01

customers, Fortune, 122, 38-48. Key words: Consumer preferences , customer expectations Abstract: Rice presents a profile of the 1990 U.S. consumers...business process, 16 competitive advantage, 6, 10 consumer, 5 consumer affairs department, 19 consumer preferences , 30 consumer research, 10,24

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).

48 CFR 217.7802 - Policy.

Code of Federal Regulations, 2010 CFR

2010-10-01

... considered include— (i) Satisfying customer requirements; (ii) Schedule; (iii) Cost effectiveness (taking... threshold through a non-DoD agency in any fiscal year only if the head of the non-DoD agency has certified... order exceeds the simplified acquisition threshold. These procedures shall include— (1) Evaluating...

78 FR 3945 - Self-Regulatory Organizations; The NASDAQ Stock Market LLC; Notice of Filing and Immediate...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-01-17

... customers using the CoLo Console \\3\\ during the months of January and February of 2013, provided that such... cabinets continues to exceed the Baseline Number. \\3\\ The ``CoLo Console'' is NASDAQ's web-based ordering...

78 FR 3924 - Self-Regulatory Organizations; NASDAQ OMX BX, Inc.; Notice of Filing and Immediate Effectiveness...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-01-17

... ordered by customers using the CoLo Console \\3\\ during the months of January and February of 2013... number of cabinets continues to exceed the Baseline Number. \\3\\ The ``CoLo Console'' is BX's web-based...

Customer interest in and experience with various types of pharmacy counselling - a qualitative study.

PubMed

Kaae, Susanne; Traulsen, Janine M; Nørgaard, Lotte S

2014-12-01

Despite pharmacists' extensive knowledge in the optimization of patients' medical treatments, community pharmacies are still fighting to earn patients' trust with respect to medicinal counselling at the counter. The aim was to investigate how patients perceive pharmacy counselling at the present time, in order to develop the patient-pharmacy relationship for the benefit of both patients and pharmacies. Short semi-structured interviews were carried out with pharmacy customers by pharmacy internship students. One hundred and eight customers in 35 independent pharmacies across Denmark were interviewed during the spring of 2011. Customers were interviewed about their expectations of pharmacies in general and their experiences with medical counselling in particular. Customers perceive community pharmacies very differently in terms of both expectations of and positive experiences with counselling. They appear to be in favour of pharmacy counselling with respect to over-the-counter medicine and first-time prescription medicine in contrast to refills. Customers find it difficult to express the health-care role of pharmacies even when experiencing and appreciating it. Lack of appreciation of pharmacy counselling for refill prescription medicine and the difficulty in defining the role of pharmacies might stem from the difficulties that customers have in understanding medicine and thus the role of counselling services with respect to medicine. The pharmacy staff does not seem to realize these barriers. For pharmacies to encourage customer interest in pharmacy counselling, the staff should start taking the identified barriers into account when planning communication strategies. © 2012 John Wiley & Sons Ltd.

Great Expectations: How Role Expectations and Role Experiences Relate to Perceptions of Group Cohesion.

PubMed

Benson, Alex J; Eys, Mark A; Irving, P Gregory

2016-04-01

Many athletes experience a discrepancy between the roles they expect to fulfill and the roles they eventually occupy. Drawing from met expectations theory, we applied response surface methodology to examine how role expectations, in relation to role experiences, influence perceptions of group cohesion among Canadian Interuniversity Sport athletes (N = 153). On the basis of data from two time points, as athletes approached and exceeded their role contribution expectations, they reported higher perceptions of task cohesion. Furthermore, as athletes approached and exceeded their social involvement expectations, they reported higher perceptions of social cohesion. These response surface patterns-pertaining to task and social cohesion-were driven by the positive influence of role experiences. On the basis of the interplay between athletes' role experiences and their perception of the group environment, efforts to improve team dynamics may benefit from focusing on improving the quality of role experiences, in conjunction with developing realistic role expectations.

76 FR 72377 - Approval and Promulgation of Air Quality Implementation Plans; Connecticut; Determinations of...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-11-23

... recorded in EPA's Air Quality System (AQS) database. To account for missing data, the procedures found in... Site Year exceedance exceedance expected days over days for exceedance 0.124 ppm missing data rate... for exceedance 0.124 ppm missing data rate 090050006 Cornwall........ 2006 0 0.0 0.3 2007 1 1.0 2008 0...

Classification of customer lifetime value models using Markov chain

NASA Astrophysics Data System (ADS)

Permana, Dony; Pasaribu, Udjianna S.; Indratno, Sapto W.; Suprayogi

2017-10-01

A firm’s potential reward in future time from a customer can be determined by customer lifetime value (CLV). There are some mathematic methods to calculate it. One method is using Markov chain stochastic model. Here, a customer is assumed through some states. Transition inter the states follow Markovian properties. If we are given some states for a customer and the relationships inter states, then we can make some Markov models to describe the properties of the customer. As Markov models, CLV is defined as a vector contains CLV for a customer in the first state. In this paper we make a classification of Markov Models to calculate CLV. Start from two states of customer model, we make develop in many states models. The development a model is based on weaknesses in previous model. Some last models can be expected to describe how real characters of customers in a firm.

Unfulfilled Expectations After Total Hip and Knee Arthroplasty Surgery: There Is a Need for Better Preoperative Patient Information and Education.

PubMed

Tilbury, Claire; Haanstra, Tsjitske M; Leichtenberg, Claudia S; Verdegaal, Suzan H M; Ostelo, Raymond W; de Vet, Henrica C W; Nelissen, Rob G H H; Vliet Vlieland, Thea P M

2016-10-01

The aims of this study were to assess patients' preoperative expectations of the outcome of total hip or knee arthroplasty (THA/TKA) regarding specific aspects of functioning and to determine to what extent each expectation was fulfilled after 1 year. This was a prospective cohort study. Preoperative expectations and their fulfillment after 1 year were measured with the Hospital for Special Surgery Hip/Knee arthroplasty Expectations Surveys. Preoperative and postoperative scores were subtracted to calculate whether expectations were unfulfilled, fulfilled, or exceeded. A total of 343 THA and 322 TKA patients with complete follow-up were included. Preoperatively, >60% of patients (both THA/TKA) expected to get back to normal or have much improvement in 19 of 20 (THA) and 12 of 19 (TKA) items. Expectations were fulfilled or exceeded in >60% of patients in all 20 items for THA and 17 of 19 items for TKA. In THA, items with the largest proportions patients with unfulfilled expectations (>30%) were "improvement in walking ability: long distances" (31%), "walking stairs" (33%), and "improve ability to cut toenails" (38%). In TKA, expectations for 12 of 19 items were unfulfilled in >30% of patients, with the largest proportions seen for "being able to kneel down" (44%) and "being able to squat" (47%). Although for most items, >60% of THA and TKA patients indicated that their expectations were met or exceeded, there was a substantial number of patients, particularly TKA patients, having unfulfilled expectations. These need more attention in preoperative patient information and education. Copyright © 2016 Elsevier Inc. All rights reserved.

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.

Wrapping the COTS Dilemma

DTIC Science & Technology

2000-12-01

security services for its transactions, notably e-commerce both business to customer (B2C) and business to business ( B2B ). Already the e4: Wrapping...is cos-oms s the continuity of its function in replacement" cost-competitiveness products? "• customer expectation of quality * are the implications...of new functionality on previous "* customer tolerance to shortfalls in quality assurances "* lifetime in the marketplace "* commercial through-life

Improving customer service. It's not just what's in the box.

PubMed

Redling, Robert

2003-08-01

Patient satisfaction scores can plummet when medical emergencies throw schedules into disarray or a receptionist ignores a patient at the front desk. Patients' expectations of good customer service have been shaped by technological conveniences and the concerted efforts of retailers, restaurants and other service providers. Physician leaders and administrators can improve customer service by paying more attention to organizational culture, physician behavior, staff incentives, hiring practices and team-building.

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

PubMed

Dwore, R B

1993-01-01

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

Customer service and practice profitability.

PubMed

Levin, Roger P

2004-06-01

Customer service, one of the major dental practice business systems, is critical to your short- and long-term success. The world will keep changing, but customer service is not a fad that can go out of style. If anything, it becomes even more important, year after year, as your customers expect more service and better treatment. Your goal is to provide extensive customer service, with 100% of patients enjoying a great experience every single time they interact with your practice. The "Wow" experience helps your practice grow. You want your patients to become your friends. Why? Because friends refer friends. When your patients become your friends, higher profitability is the inevitable result.

Purchasing Over-the-counter medicines from Australian pharmacy: What do the pharmacy customers value and expect?

PubMed Central

2016-01-01

Background: Over-the-counter medicines (OTC) are widely available and can be purchased without a prescription. Their availability means that a customer may choose to purchase them without the involvement of a pharmacy/pharmacist. It is important to understand customer OTC purchasing perceptions and behaviour from a pharmacy to better understand the needs and opportunities in this space. Objective: This study aimed to examine customers’ key expectations and what they value when purchasing OTC and how the effect of health status/stress and perceived risks/benefits of purchasing OTCs from a pharmacy may influence their OTC shopping behaviour. Methods: Customers from two metropolitan pharmacies across two different suburbs in Brisbane, Queensland, Australia completed a self-administered questionnaire. Data collection was conducted over a six-week period. The questionnaire examined demographics, current level of health and stress, as well as a range of questions (seven-point Likert-scale) examining perceived benefits and risks, what they value, trust and expect when purchasing OTC. Results: A total of 86 customers from a broad range of demographics were captured in this study. When asked about their current health state, 41% and 23% respectively indicated that they were stressed and tense when they arrived at the pharmacy but many were feeling well (38%). Most customers strongly agreed/agreed that trust in the advice from a pharmacy (96%), trust in the products (73%), and the altruistic approach of a pharmacy (95%) were critical to them. Further, 82% and 78% respectively disagreed that time pressures or costs were concerns, despite many feeling tense and stressed when they came in. When asked where they intend to buy their future OTC, 89% indicated pharmacy instead of a supermarket. Conclusions: High levels of trust, confidence and sense of altruism and care were key factors for customers buying OTC from a pharmacy, regardless of time pressures, costs or existing levels of stress and health. PMID:27785164

Customer satisfaction assessment at the Pacific Northwest National Laboratory

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

DN Anderson; ML Sours

2000-03-23

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

Customer Satisfaction Assessment at the Pacific Northwest National Laboratory

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

Anderson, Dale N.; Sours, Mardell L.

2000-03-20

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

Self-Check Success

ERIC Educational Resources Information Center

Zeiher, Lynne

2006-01-01

This article features the Pierce County Library System (PCLS) in Tacoma, where new services are changing the way customers experience the library. PCLS is comprised of 17 branches, two bookmobiles, one Explorer Kid's bookmobile, serves 509,000 people, and has 234,000 cardholders. The evolution of customer expectations and needs motivated the…

78 FR 72151 - Proposed Collection; Comment Request on Information Collection Tools Relating to Qualitative...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-12-02

..., preferences, or experiences of customers or other stakeholders relating to existing or future services or... effective, efficient, and satisfying experience with the Agency's programs. This feedback will provide insights into customer or stakeholder perceptions, experiences and expectations, provide an early warning...

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

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

Folga, Steve; Portante, Edgar; Shamsuddin, Shabbir

2016-10-01

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

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

PubMed

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

2012-06-01

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

Customization of copolymers to optimize selectivity and yield in polymer-driven antibody purification processes.

PubMed

Capito, Florian; Skudas, Romas; Stanislawski, Bernd; Kolmar, Harald

2013-01-01

This manuscript describes customization of copolymers to be used for polymer-driven protein purification in bioprocessing. To understand how copolymer customization can be used for fine-tuning, precipitation behavior was analyzed for five target antibodies (mAbs) and BSA as model impurity protein, at ionic strength similar to undiluted cell culture fluid. In contrast to the use of standardized homopolymers, customized copolymers, composed of 2-acrylamido-2-methylpropane sulfonic acid (AMPS) and 4-(acryloylamino)benzoic acid (ABZ), exhibited antibody precipitation yields exceeding 90%. Additionally, copolymer average molecular weight (Mw ) was varied and its influence on precipitation yield and contaminant coprecipitation was investigated. Results revealed copolymer composition as the major driving force for precipitation selectivity, which was also dependent on protein hydrophobicity. By adjusting ABZ content and Mw of the precipitant for each of the mAbs, conditions were found that allowed for high precipitation yield and selectivity. These findings may open up new avenues for using polymers in antibody purification processes. © 2013 American Institute of Chemical Engineers.

Drivers of Successful Bond and Operating Levies...Q4C at the Foundation.

ERIC Educational Resources Information Center

Lifto, Don E. Morris; Morris, William D.

2000-01-01

Improving a school's Q4C quotient (quality control, customer commitment, and communications) during election planning hinges on district mission, a culture of high expectations, basic skills mastery, commitment to customers, continuous feedback, healthy working relationships, broad community involvement, high- level strategic planning and…

Working with Angry Parents: Taking a Customer Service Approach.

ERIC Educational Resources Information Center

Phipps, Patricia A.

1998-01-01

Discusses ways child care personnel can develop a proactive customer service plan that meets families' needs and expectations while minimizing the probability of confrontations with angry parents. Outlines a five-step conflict-resolution strategy that offers a "win-win" approach for both parents and providers when problems do occur. (TJQ)

Pacific Northwest Storms Situation Report # 3

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

None

2006-12-17

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

15 CFR 904.504 - Administrative forfeiture proceedings.

Code of Federal Regulations, 2011 CFR

2011-01-01

... will publish a Notice of Proposed Forfeiture once a week for at least three successive weeks in a..., if the value of the seized property does not exceed $1,000, the Notice may be published by posting... Marine Fisheries Service Enforcement Office, U.S. District Court, or the U.S. Customs House nearest the...

22 CFR 123.23 - Monetary value of shipments.

Code of Federal Regulations, 2010 CFR

2010-04-01

... 22 Foreign Relations 1 2010-04-01 2010-04-01 false Monetary value of shipments. 123.23 Section 123... EXPORT OF DEFENSE ARTICLES § 123.23 Monetary value of shipments. Port Directors of U.S. Customs and... value of the export does not exceed the aggregate monetary value (not quantity) stated on the license by...

Sustainability of cross-functional teams for marketing strategy development and implementation.

PubMed

Kono, Ken; Antonucci, Don

2006-01-01

This article presents a case study on a cross-functional team used for marketing strategy development and execution at a health insurance company. The study found a set of success factors that contributed to the initial success of the team, but the factors were not enough to maintain the team's high level of productivity over time. The study later identified a set of 8 factors that helped sustain the team's high-productivity level. The 2 sets (ie, success and its subsequent sustainability factors) are analyzed against a normative model of team effectiveness. All the factors are explained by the normative model except for 1 sustainability factor, "challenge motivator." In fact, the study found the "challenge motivator" to be the most critical factor to keep up the team's productivity over time. Apart from a performance crisis, the authors developed 3 "challenge motivators"--first, more granular market information that could unearth hidden performance issues; second, constant value creation to shareholders as the firm being publicly traded; and third, the firm's strategic mandate to meet and exceed customer expectations that puts ultimate performance pressure on the marketing strategy team.

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

Radtke, M.A.

This paper will chronicle the activity at Wisconsin Public Service Corporation (WPSC) that resulted in the complete migration of a traditional, late 1970`s vintage, Energy Management System (EMS). The new environment includes networked microcomputers, minicomputers, and the corporate mainframe, and provides on-line access to employees outside the energy control center and some WPSC customers. In the late 1980`s, WPSC was forecasting an EMS computer upgrade or replacement to address both capacity and technology needs. Reasoning that access to diverse computing resources would best position the company to accommodate the uncertain needs of the energy industry in the 90`s, WPSC chosemore » to investigate an in-place migration to a network of computers, able to support heterogeneous hardware and operating systems. The system was developed in a modular fashion, with individual modules being deployed as soon as they were completed. The functional and technical specification was continuously enhanced as operating experience was gained from each operational module. With the migration off the original EMS computers complete, the networked system called DEMAXX (Distributed Energy Management Architecture with eXtensive eXpandability) has exceeded expectations in the areas of: cost, performance, flexibility, and reliability.« less

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

Radtke, M.A.

This paper will chronicle the activity at Wisconsin Public Service Corporation (WPSC) that resulted in the complete migration of a traditional, late 1970`s vintage, Energy management System (EMS). The new environment includes networked microcomputers, minicomputers, and the corporate mainframe, and provides on-line access to employees outside the energy control center and some WPSC customers. In the late 1980`s, WPSC was forecasting an EMS computer upgrade or replacement to address both capacity and technology needs. Reasoning that access to diverse computing resources would best position the company to accommodate the uncertain needs of the energy industry in the 90`s, WPSC chosemore » to investigate an in-place migration to a network of computers, able to support heterogeneous hardware and operating systems. The system was developed in a modular fashion, with individual modules being deployed as soon as they were completed. The functional and technical specification was continuously enhanced as operating experience was gained from each operational module. With the migration of the original EMS computers complete, the networked system called DEMAXX (Distributed Energy Management Architecture with eXtensive eXpandability) has exceeded expectations in the areas of: cost, performance, flexibility, and reliability.« less

Health Plans Can't Ignore The Customer Experience Any Longer.

PubMed

Swanson, Erik

2017-10-01

With regulations limiting differentiation between products, health plans must rethink consumer experience to meet expectations of today's consumers, who seek convenience, quality, and speed from their health care organizations. Many plans understand they need to connect more effectively with their end customers, but technological, cultural, and other obstacles are in the way.

SERVMO: A Measure for Service-Driven Market Orientation in Higher Education

ERIC Educational Resources Information Center

Voon, B. H.

2008-01-01

With the intensified pace of globalization and increasing customer expectations, the higher education sector, like other economy sectors, faces increasing competition in terms of serving customers better. Service has been recognized as an effective tool for a competitive advantage. Thus, there is always a need for a more effective way of improving…

'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…

Pricing for Higher Education Institutions: A Value-Based Approach

ERIC Educational Resources Information Center

Amir, Amizawati Mohd; Auzair, Sofiah Md; Maelah, Ruhanita; Ahmad, Azlina

2016-01-01

Purpose: The purpose of this paper is to propose the concept of higher education institutions (HEIs) offering educational services based on value for money. The value is determined based on customers' (i.e. students) expectations of the service and the costs in comparison to the competitors. Understanding the value and creating customer value are…

An Interdisciplinary Approach for Understanding Information Utilization in Engineering and Product Design

ERIC Educational Resources Information Center

Bi, Youyi

2017-01-01

Human-centered design requires thorough understanding of people (e.g. customers, designers, engineers) in order to better satisfy the needs and expectations of all stakeholders in the design process. Designers are able to create better products by incorporating customers' subjective evaluations on products. Engineers can also build better tools…

Measuring functional service quality using SERVQUAL in a high-dependence health service relationship.

PubMed

Clark, W Randy; Clark, Leigh Anne

2007-01-01

Although there is a growing concern about health care quality, little research has focused on how to measure quality in long-term care settings. In this article, we make the following observations: (1) most users of the SERVQUAL instrument reassess customers' expectations each time they measure quality perceptions; (2) long-term care relationships are likely to be ongoing, dependent relationships; (3) because of this dependence, customers in the long-term care setting are likely to reduce their expectations when faced with poor service quality; (4) by using this "settled" expectations level, service providers may make biased conclusions of quality improvements. We recommend various methods for overcoming or minimizing this "settling" effect and propose modifications to the SERVQUAL gap 5 measure to assess quality in a long-term care setting.

The Integration of COTS/GOTS within NASA's HST Command and Control System

NASA Technical Reports Server (NTRS)

Pfarr, Thomas; Reis, James E.; Obenschain, Arthur F. (Technical Monitor)

2001-01-01

NASA's mission critical Hubble Space Telescope (HST) command and control system has been re-engineered with COTS/GOTS and minimal custom code. This paper focuses on the design of this new HST Control Center System (CCS) and the lessons learned throughout its development. CCS currently utilizes 31 COTS/GOTS products with an additional 12 million lines of custom glueware code; the new CCS exceeds the capabilities of the original system while significantly reducing the lines of custom code by more than 50%. The lifecycle of COTS/GOTS products will be examined including the pack-age selection process, evaluation process, and integration process. The advantages, disadvantages, issues, concerns, and lessons teamed for integrating COTS/GOTS into the NASA's mission critical HST CCS will be examined in detail. Command and control systems designed with traditional custom code development efforts will be compared with command and control systems designed with new development techniques relying heavily on COTS/COTS integration. This paper will reveal the many hidden costs of COTS/GOTS solutions when compared to traditional custom code development efforts; this paper will show the high cost of COTS/GOTS solutions including training expenses, consulting fees, and long-term maintenance expenses.

Service quality in community pharmacy: an exploration of determinants.

PubMed

White, Lesley; Klinner, Christiane

2012-01-01

Although various instruments have been developed to measure customer satisfaction with community pharmacy services, there is limited research regarding pharmacy staffs' understanding of service quality and its determinants. This study aimed to explore the perceptions of pharmacy staff regarding the factors that constitute a high level of service quality using the service quality determinants proposed by the Conceptual Model of Service Quality. Structured interviews were conducted with 27 pharmacy assistants and 6 pharmacists in 3 community pharmacies in Sydney. The interview questions focused on the participants' perceptions of consumer expectations, the translation of these perceptions into service quality specifications, the actual service delivery, and the communication to customers. From the pharmacy staff perspective, service quality is significantly limited by insufficient internal communication and control processes that impede role clarity and the resolution of conflicting role expectations among customer service personnel. Participants indicated that these problems could be alleviated through the implementation of more transparent, realistic, measurable, and accepted quality specifications by pharmacy management. The study indicates that the extent to which pharmacy management sets, maintains, and communicates service quality specifications to staff directly affects role clarity, role conflict, and organizational commitment among customer service staff, which in turn directly influence the level of service quality provided to the customers. Copyright © 2012 Elsevier Inc. All rights reserved.

The interplay between customer participation and difficulty of design examples in the online designing process and its effect on customer satisfaction: mediational analyses.

PubMed

Chang, Chia-Chi; Chen, Hui-Yun; Huang, I-Chiang

2009-04-01

In the current consumer-centric economy, consumers increasingly desire the opportunity to design their own products in order to express more effectively their self-image. Mass customization, based on efficient and flexible modulization designs, has provided individualized products to satisfy this desire. This work presents an experiment employed to demonstrate that customer participation leads to higher satisfaction. Specifically, the increment in customer satisfaction due to participation is greater when an easy example is provided than when either no example or a difficult one is provided. Additionally, self-congruity plays a mediating role on the customer participation-satisfaction relationship, and this mediating effect varies across different levels of the design example provided in the design process. When an easy design example is present, customer participation has a direct effect on satisfaction, in addition to the indirect effect of self-congruity. When a difficult example is provided, customer participation does not have incremental effects on either self-congruity or customer satisfaction. Finally, when no design example is shown to customers, contrary to our expectation, participation still enhances customer satisfaction due to an increased sense of self-congruity.

Challenges to counseling customers at the pharmacy counter--why do they exist?

PubMed

Kaae, Susanne; Traulsen, Janine Morgall; Nørgaard, Lotte Stig

2012-01-01

Challenges to engage pharmacy customers in medicine dialogues at the counter have been identified comprising a new and extended clinical role for pharmacists in the health care system. This article seeks to expand understanding of factors involved in successful interaction at the pharmacy counter between customers and pharmacy staff to develop their relationship further. Practical challenges to customer encounters experienced by community pharmacists are discussed using theory from the field of mainly inter-relational communication and particular studies on pharmacy communication. Preconceived expectation of customers, the type of question asked by pharmacy staff, and differences in perception of illness and medicines between staff and customers are discussed. Both staff and customer influence the outcome of attempts by pharmacy staff to engage customers in dialogue about their medicine use through a complex mechanism of interaction. It is recommended that practitioners and researchers begin to distinguish, both theoretically and practically, between the content of a conversation and the underlying relationship when exploring and further developing the therapeutic relationship between pharmacy personnel and customers. Copyright © 2012 Elsevier Inc. All rights reserved.

The Strategic Value and Transaction Effectiveness of HRD: A Qualitative Study of Internal Customer Perspectives

ERIC Educational Resources Information Center

Alagaraja, Meera

2013-01-01

Purpose: The purpose of this article is to outline the role of human resource development (HRD) in Lean strategy as the context for assessing interactions with internal customers. Identifying the perceived gap in role expectations and fulfillment emphasizes important priorities and offers tangible measures for assessing HRD contributions. A focus…

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.

27 CFR 24.272 - Payment of tax by electronic fund transfer.

Code of Federal Regulations, 2010 CFR

2010-04-01

... States Customs Service for payment of excise tax on imported wine. (Sec. 201, Pub. L. 85-859, 72 Stat... TAX AND TRADE BUREAU, DEPARTMENT OF THE TREASURY LIQUORS WINE Removal, Return and Receipt of Wine... year any proprietor who is liable for a gross amount of wine excise tax equal to or exceeding $5...

41 CFR 102-85.105 - How does an agency pay for customer alterations that exceed the TI allowance?

Code of Federal Regulations, 2010 CFR

2010-07-01

... and Property Management Federal Property Management Regulations System (Continued) FEDERAL MANAGEMENT REGULATION REAL PROPERTY 85-PRICING POLICY FOR OCCUPANCY IN GSA SPACE Tenant Improvement Allowance § 102-85... the TI allowance are paid in a one-time lump sum and are not amortized over the term of the occupancy...

19 CFR 24.24 - Harbor maintenance fee.

Code of Federal Regulations, 2013 CFR

2013-04-01

...-662, as amended] Port code, port name and state Port descriptions and notations Alabama 1901—Mobile... http://www.pay.gov or, alternatively, mailed with a single check or money order payable to U.S. Customs... other duty, tax, or fee is imposed on the shipment, and the fee exceeds $3, a check or money order for...

19 CFR 24.24 - Harbor maintenance fee.

Code of Federal Regulations, 2014 CFR

2014-04-01

...-662, as amended] Port code, port name and state Port descriptions and notations Alabama 1901—Mobile... http://www.pay.gov or, alternatively, mailed with a single check or money order payable to U.S. Customs... other duty, tax, or fee is imposed on the shipment, and the fee exceeds $3, a check or money order for...

19 CFR 24.24 - Harbor maintenance fee.

Code of Federal Regulations, 2012 CFR

2012-04-01

...-662, as amended] Port code, port name and state Port descriptions and notations Alabama 1901—Mobile... http://www.pay.gov or, alternatively, mailed with a single check or money order payable to U.S. Customs... other duty, tax, or fee is imposed on the shipment, and the fee exceeds $3, a check or money order for...

19 CFR 24.24 - Harbor maintenance fee.

Code of Federal Regulations, 2011 CFR

2011-04-01

...-662, as amended] Port code, port name and state Port descriptions and notations Alabama 1901—Mobile... http://www.pay.gov or, alternatively, mailed with a single check or money order payable to U.S. Customs... other duty, tax, or fee is imposed on the shipment, and the fee exceeds $3, a check or money order for...

78 FR 3051 - Self-Regulatory Organizations; The Options Clearing Corporation; Order Approving Proposed Rule...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-01-15

... to eliminate potential ambiguity as to OCC's right to use margin and other amounts credited to the... restricted lien account (such as the customers' account) may be withdrawn and applied to the closing out of... maintained in accounts subject to OCC's restricted lien exceed the proceeds used from such accounts for that...

International Business: Stumbling Through the Communications Corridor.

ERIC Educational Resources Information Center

Waltz, Loren E.

The increasing need for employees of U.S. businesses to speak the language of the customer is explored. It is shown that the need for foreign language skills in business far exceeds the supply and continues to increase. In the past, the detrimental impact of lack of language skills in U.S. business has been masked by the competitive advantage…

77 FR 16205 - Submission for OMB Review; Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2012-03-20

... safeguard mechanism applies when, as a result of the reduction or elimination of a customs duty under the... further reduction in the rate of duty provided for under Annex 2-B of the Agreement in the duty imposed on the article; or (b) increase duties on the imported article from Korea to a level that does not exceed...

77 FR 75608 - Submission for OMB Review; Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2012-12-21

... when, as a result of the reduction or elimination of a customs duty under the Agreement, a Korean... the rate of duty provided for under Annex 2-B of the Agreement in the duty imposed on the article; or (b) increase duties on the imported article from Korea to a level that does not exceed the lesser of...

Great Business Training Is Just Enough, Just in Time, and Just for Me

ERIC Educational Resources Information Center

Perkins, Thomas; Doyle, Diana; Wisniewski, Jane; Kaiser, Sarah; Vosler, Lynn; Amoo, Judith

2007-01-01

How has a small midwestern rural community college contributed to the growth of the nation's largest direct marketer whose annual earnings exceed $1.5 billion? Discover how Western Nebraska Community College has developed a Corporate Academy and a Corporate Associate of Occupational Studies degree customized to meet the unique needs of employees…

76 FR 38293 - Risk Management Controls for Brokers or Dealers With Market Access

Federal Register 2010, 2011, 2012, 2013, 2014

2011-06-30

... securities to give broker- dealers with market access additional time to develop, test, and implement the... that exceed appropriate pre-set credit or capital thresholds,\\5\\ or that appear to be erroneous.\\6\\ The... satisfied on a pre-order entry basis,\\7\\ prevent the entry of orders that the broker- dealers or customer is...

The Integration of COTS/GOTS within NASA's HST Command and Control System

NASA Technical Reports Server (NTRS)

Pfarr, Thomas; Reis, James E.

2001-01-01

NASA's mission critical Hubble Space Telescope (HST) command and control system has been re-engineered with commercial-off-the-shelf (COTS/GOTS) and minimal custom code. This paper focuses on the design of this new HST Control Center System (CCS) and the lessons learned throughout its development. CCS currently utilizes more than 30 COTS/GOTS products with an additional 1/2 million lines of custom glueware code; the new CCS exceeds the capabilities of the original system while significantly reducing the lines of custom code by more than 50%. The lifecycle of COTS/GOTS products will be examined including the package selection process, evaluation process, and integration process. The advantages, disadvantages, issues, concerns, and lessons learned for integrating COTS/GOTS into the NASA's mission critical HST CCS will be examined in detail. This paper will reveal the many hidden costs of COTS/GOTS solutions when compared to traditional custom code development efforts; this paper will show the high cost of COTS/GOTS solutions including training expenses, consulting fees, and long-term maintenance expenses.

The value of price transparency in residential solar photovoltaic markets

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

O'Shaughnessy, Eric; Margolis, Robert

Installed prices for residential solar photovoltaic (PV) systems have declined significantly in recent years. However price dispersion and limited customer access to PV quotes prevents some prospective customers from obtaining low price offers. This study shows that improved customer access to prices - also known as price transparency - is a potential policy lever for further PV price reductions. We use customer search and strategic pricing theory to show that PV installation companies face incentives to offer lower prices in markets with more price transparency. We test this theoretical framework using a unique residential PV quote dataset. Our results showmore » that installers offer lower prices to customers that are expected to receive more quotes. Our study provides a rationale for policies to improve price transparency in residential PV markets.« less

The value of price transparency in residential solar photovoltaic markets

DOE PAGES

O'Shaughnessy, Eric; Margolis, Robert

2018-04-05

Installed prices for residential solar photovoltaic (PV) systems have declined significantly in recent years. However price dispersion and limited customer access to PV quotes prevents some prospective customers from obtaining low price offers. This study shows that improved customer access to prices - also known as price transparency - is a potential policy lever for further PV price reductions. We use customer search and strategic pricing theory to show that PV installation companies face incentives to offer lower prices in markets with more price transparency. We test this theoretical framework using a unique residential PV quote dataset. Our results showmore » that installers offer lower prices to customers that are expected to receive more quotes. Our study provides a rationale for policies to improve price transparency in residential PV markets.« less

CRM as a General Practice of Every Business Organization

NASA Astrophysics Data System (ADS)

Ahmed, TS Ezaz; Prabhakar, D.

2012-11-01

Every business unit emphasizes on spurting a long term relationship with customers to nurture its stability in todayís blooming market. Customerís expectations are now not only limited to get best products and services, they also need a face-to-face business in which they want to receive exactly what they demand and in a quick time. Customer Relationship Management is an upright concept or strategy to solidify relations with customers and at the same time reducing cost and enhancing productivity and profitability in business. An ideal CRM system is a centralized collection all data sources under an organization and provides an atomistic real time vision of customer information. A CRM system is vast and significant, but it be can implemented for small business, as well as large enterprises also as the main goal is to assist the customers efficiently.

Method for optimizing resource allocation in a government organization. Ph.D. Thesis

NASA Technical Reports Server (NTRS)

Afarin, James

1994-01-01

The managers in Federal agencies are challenged to control the extensive activities in government and still provide high-quality products and services to the American taxpayers. Considering today's complex social and economic environment and the $3.8 billion daily cost of operating the Federal Government, it is evident that there is a need to develop decision-making tools for accurate resource allocation and total quality management. The goal of this thesis is to provide a methodical process that will aid managers in Federal Government to make budgetary decisions based on the cost of services, the agency's objectives, and the customers' perception of the agency's product. A general resource allocation procedure was developed in this study that can be applied to any government organization. A government organization, hereafter the 'organization,' is assumed to be a multidivision enterprise. This procedure was applied to a small organization for the proof of the concept. This organization is the Technical Services Directorate (TSD) at the NASA Lewis Research Center in Cleveland, Ohio. As part of the procedure, a nonlinear programming model was developed to account for the resources of the organization, the outputs produced by the organization, the decision-maker's views, and the customers' satisfaction with the organization. The information on the resources of the organization was acquired from current budget levels of the organization and the human resources assigned to the divisions. The outputs of the organization were defined and measured by identifying metrics that assess the outputs, the most challenging task in this study. The decision-maker's views are represented in the model as weights assigned to the various outputs and were quantified by using the analytic hierarchy process. The customer's opinions regarding the outputs of the organization were collected through questionnaires that were designed for each division individually. Following the philosophy of total quality management, information on customers' satisfaction is presented in the model as the quality of output. The model is a nonlinear one whose objective is to maximize customers' satisfaction such that the total cost of operation does not exceed the organization's budget. This model represents a structured approach or policy mechanism, at the agency level, to make capital investment decisions based on the priorities of the agency and the quality of outputs. This procedure applied to TSD resulted in a resources allocation scheme that was reasonable and acceptable to the decision-makers and, as expected, dependent on the assumptions and accuracy of the data used in the model.

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

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

Sioshansi, F.P.

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

Standby power generation under utility curtailment contract agreements

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

Nolan, G.J.; Puccio, V.J.; Calhoun, C.W.

1995-12-31

Many utilities in the US offer large industrial and commercial customers power sales contracts which have attractive rates under a curtailment requirement. This curtailment requirement allows the utility to require the customer to reduce its power demand to a predetermined level within a specific time period. If the required curtailment is not achieved by the customer within the allocated time period, stiff financial penalties are usually enforced by the utility. The attractiveness of the contract rates usually is proportional to the amount of curtailment required. To take advantage of these attractive rates, a customer must be able to withstand themore » curtailment without supplemental generation or must add standby generation to meet its needs. Obviously, the cost of the curtailments to the customer should not exceed the economic benefits of reduced rates. This paper reviews the alternatives faced by a curtailment contract customer together with potential load shedding and standby generation system designs. An example of implementing a curtailment contract at an existing industrial facility is presented. The example facility, Boeing Helicopters of Philadelphia, Pennsylvania required both load shedding and standby generation. The load shedding scheme is fairly complex and is controlled by a programmable logic controller (PLC). The standby generation and load shedding systems for the example facility are examined in detail. Also, lessons learned from implementing the required modifications to the example facility are discussed.« less

Exceeding Expectations

ERIC Educational Resources Information Center

Cannon, John

2011-01-01

Awareness of expectations is so important in the facilities business. The author's experiences has taught him that it is essential to understand how expectations impact people's lives as well as those for whom they provide services for every day. This article presents examples and ideas that will provide insight and ideas to help educators…

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

40 CFR 60.4370 - How often must I determine the sulfur content of the fuel?

Code of Federal Regulations, 2013 CFR

2013-07-01

... content value of the gaseous fuel must be determined and recorded once per unit operating day. (c) Custom... days, using the applicable methods specified in this subpart. Based on the results of the 30 daily... none exceeds the applicable limit, then: (A) Collect and analyze a sample every 30 days for 3 months...

40 CFR 60.4370 - How often must I determine the sulfur content of the fuel?

Code of Federal Regulations, 2012 CFR

2012-07-01

... content value of the gaseous fuel must be determined and recorded once per unit operating day. (c) Custom... days, using the applicable methods specified in this subpart. Based on the results of the 30 daily... none exceeds the applicable limit, then: (A) Collect and analyze a sample every 30 days for 3 months...

40 CFR 60.4370 - How often must I determine the sulfur content of the fuel?

Code of Federal Regulations, 2014 CFR

2014-07-01

... content value of the gaseous fuel must be determined and recorded once per unit operating day. (c) Custom... days, using the applicable methods specified in this subpart. Based on the results of the 30 daily... none exceeds the applicable limit, then: (A) Collect and analyze a sample every 30 days for 3 months...

Process evaluation of a food marketing and environmental change intervention in Tiendas that serve Latino immigrants in North Carolina.

PubMed

Baquero, Barbara; Linnan, Laura; Laraia, Barbara A; Ayala, Guadalupe X

2014-11-01

This article describes a comprehensive process evaluation of an efficacious store-based intervention that increased store customers' fruit and vegetable consumption. The process evaluation plan was designed at study inception and implemented at baseline, during the intervention, and at immediate postintervention. Four Latino food stores were randomly assigned either to an intervention or to a control condition. Data were collected from store managers, employees, and 139 Latino customers. Researchers used manager, employee, and customer interviews; weekly observations of the store environment; and implementation logs to assess reach, dose delivered, dose received, and fidelity. Results indicated that it is possible to reach customers in a store-based intervention. Indicators of dose delivered demonstrated that the intervention was implemented as planned, and in the case of employee training, it exceeded the plan. Dose received data indicated that customers moderately engaged with the intervention activities. Together these suggest that the intervention was delivered with good fidelity. Comprehensive process evaluation efforts can facilitate the identification and elimination of barriers to implementation. This approach can serve as a model for future store-based interventions. The study demonstrated that it is feasible to implement Latino food store-based interventions to increase access to and consumption of fruits and vegetables. © 2014 Society for Public Health Education.

Dataset on brand culture and perceived value of offerings to customers in the hospitality industry in Nigeria.

PubMed

Dirisu, Joy; Worlu, Rowland; Osibanjo, Adewale; Borisade, Taiye; Olokundun, Maxwell; Atolagbe, Tolu; Obi, James

2018-08-01

This study critically examines the role of brand culture in influencing the perceived value of offerings to customers within the hospitality industry in Nigeria. In today's competitive market, the extent at which organizations disregard the importance of developing a strong brand culture before communicating their value to the outside world has become worrisome. Hence, this study filled in the gaps and a total of 434 customers drawn from six different hotels in Lagos state, Nigeria, were sampled. The data were analysed using Structural Equation Modelling (SEM). Management of these hotels were able to define their expectations in order to deliver a consistent brand experience to their customers. The result showed that brand culture has positive significant influence on the perceived value of offerings to customers. Important recommendations have also been made.

Unified Charging and Billing Solution. Unified - Next Generation of Charging Systems in Mobile Networks

NASA Astrophysics Data System (ADS)

Donhefner, Daniel

The mobile market evolves from commodity voice and simple messaging services to value-added data and multimedia services. This not only implies to move from pure telecom to IT/IP- environment, but to exploit their markets with innovative and differentiated offerings to keep the churn rate low and attract new customers. Communication Service Providers (CSP) must focus increasingly on meeting individual needs and higher expectations of their subscribers. They expect service packages that can be tailored to meet the specific demands of their personal situation, preferences and lifestyle. This requires a flexible customer-centric approach instead of the legacy historical grown and diversed system architecture and organizations of CSPs.

Expectations, Performance, and Citizen Satisfaction with Urban Services

ERIC Educational Resources Information Center

Van Ryzin, Gregg G.

2004-01-01

The expectancy disconfirmation model has dominated private-sector research on customer satisfaction for several decades, yet it has not been applied to citizen satisfaction with urban services. The model views satisfaction judgments as determined--not just by product or service performance--but by a process in which consumers compare performance…

42 CFR 50.603 - Definitions.

Code of Federal Regulations, 2010 CFR

2010-10-01

... and dependent children. PHS means the Public Health Service, an operating division of the U.S... spouse and dependent children, meets both of the following tests: Does not exceed $10,000 in value as... children over the next twelve months, are not expected to exceed $10,000. Small Business Innovation...

How do IMGs compare with Canadian medical school graduates in a family practice residency program?

PubMed Central

Andrew, Rodney F.

2010-01-01

ABSTRACT OBJECTIVE To compare international medical graduates (IMGs) with Canadian medical school graduates in a family practice residency program. DESIGN Analysis of the results of the in-training evaluation reports (ITERs) and the Certification in Family Medicine (CCFP) examination results for 2 cohorts of IMGs and Canadian-trained graduates between the years 2006 and 2008. SETTING St Paul’s Hospital (SPH) in Vancouver, BC, a training site of the University of British Columbia (UBC) Family Practice Residency Program. PARTICIPANTS In-training evaluation reports were examined for 12 first-year and 9 second-year Canadian-trained residents at the SPH site, and 12 first-year and 12 second-year IMG residents at the IMG site at SPH; CCFP examination results were reviewed for all UBC family practice residents who took the May 2008 examination and disclosed their results. MAIN OUTCOME MEASURES Pass or fail rates on the CCFP examination; proportions of evaluations in each group of residents given each of the following designations: exceeds expectations, meets expectations, or needs improvement. The May 2008 CCFP examination results were reviewed. RESULTS Compared with the second-year IMGs, the second-year SPH Canadian-trained residents had a greater proportion of exceeds expectations designations than the IMGs. For the first-year residents, both the SPH Canadian graduates and IMGs had similar results in all 3 categories. Combining the results of the 2 cohorts, the Canadian-trained residents had 310 (99%) ITERs that were designated as either exceeds expectations or meets expectations, and only 3 (1%) ITERs were in the needs improvement category. The IMG results were 362 (97.6%) ITERs in the exceeds expectations or meets expectations categories; 9 (2%) were in the needs improvement category. Statistically these are not significant differences. Seven of the 12 (58%) IMG candidates passed the CCFP examination compared with 59 of 62 (95%) of the UBC family practice residents. CONCLUSION The IMG residents compared favourably with their Canadian-trained colleagues when comparing ITERs but not in passing the CCFP examination. Further research is needed to elucidate these results. PMID:20841570

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

PubMed

Óskarsdóttir, María; Baesens, Bart; Vanthienen, Jan

2018-03-01

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

Reframing Retention Strategy: A Focus on Promise

ERIC Educational Resources Information Center

Kalsbeek, David H.

2013-01-01

At every college and university, students enroll with expectations and aspirations about the kind of experience and the kind of outcomes that the institution delivers. When those expectations are met and exceeded, students are satisfied and likely to remain committed to their college choice. When their experience falls short of their expectations,…

Contamination control concepts for space station customer servicing

NASA Technical Reports Server (NTRS)

Maruya, K. A.; Ryan, L. E.; Rosales, L. A.; Medler, E. H.

1986-01-01

The customer servicing operations envisioned for the space station, which include instrument repair, orbital replacement unit (ORU) changeout, and fluid replenishment for free-flying and attached payloads, are expected to create requirements for a unique contamination control subsystem for the customer servicing facility (CSF). Both the core space station and the CSF users present unique requirements/sensitivities, not all of which are currently defined with common criteria. Preliminary results from an assessment of the effects of the CSF-induced contamination environment are reported. Strategies for a comprehensive contamination control approach and a description of specific hardware devices and their applicability are discussed.

Improving the Service with the Servqual Method

NASA Astrophysics Data System (ADS)

Midor, Katarzyna; Kučera, Marian

2018-03-01

At the time when economy is growing, there is strong competition in the market, and customers have increasingly higher expectations as regards quality of service and products. Under such conditions, organizations need to improve. One of the areas of improvement for an organization is to research the level of customer satisfaction. The article presents results of customer satisfaction surveys conducted by the Servqual method in a pharmaceutical service company. Use of this method allowed to improve the services provided by that pharmaceutical wholesaler, identify areas that need to be improved as soon as possible in order to improve the level of service provided.

[Care quality in intensive care evaluated by the patients using a service quality scale (SERVQUAL)].

PubMed

Regaira Martínez, E; Sola Iriarte, M; Goñi Viguria, R; Del Barrio Linares, M; Margall Coscojuela, M A; Asiain Erro, M C

2010-01-01

The evaluation made by the patients on the quality of service received is important to introduce improvement strategies in the care quality. 1. To evaluate the care quality through the analysis of the differences obtained between expectations and perceptions, that the patients have of the service received in the ICU. 2. To analyze if there is any relationship between care quality evaluated by the patients and the sociodemographic variables. A total of 86 patients who were conscious and oriented during their stay in the ICU were studied prospectively. At 24h of the discharge from the ICU, the SERVQUAL (Service Quality) scale, adapted for the hospital setting by Babakus and Mangold (1992), was applied. This scale measures the care quality based on the difference in scores obtained between expectations and perceptions of the patients. The positive scores indicate that the perceptions of the patients exceed their expectations. The scale has 5 dimensions: Tangibility, Reliability, Responsiveness, Assurances and Empathy. It includes 15 items for perceptions and the same for expectations, with 5 grades of response (1 totally disagree - 5 totally agree). The mean score of perceptions 66.92) exceeded that of the expectations (62.30). The mean score of the difference between perceptions and expectations for the total of the SERVQUAL scale was 4.62. It was also positive for each one of the dimensions: Tangibility=1.44, Reliability=0.53, Responsiveness=0.95, Assurances=0.99, Empathy=0.71. No statistically significant associations were found between care quality evaluated by the patients and the sociodemographic variables. The care quality perceived by the patients in the ICU exceeds their expectations, and had no relationship with the sociodemographic characteristics. Copyright 2009 Elsevier España, S.L. y SEEIUC. All rights reserved.

Understanding customer experience.

PubMed

Meyer, Christopher; Schwager, Andre

2007-02-01

Anyone who has signed up for cell phone service, attempted to claim a rebate, or navigated a call center has probably suffered from a company's apparent indifference to what should be its first concern: the customer experiences that culminate in either satisfaction or disappointment and defection. Customer experience is the subjective response customers have to direct or indirect contact with a company. It encompasses every aspect of an offering: customer care, advertising, packaging, features, ease of use, reliability. Customer experience is shaped by customers' expectations, which largely reflect previous experiences. Few CEOs would argue against the significance of customer experience or against measuring and analyzing it. But many don't appreciate how those activities differ from CRM or just how illuminating the data can be. For instance, the majority of the companies in a recent survey believed they have been providing "superior" experiences to customers, but most customers disagreed. The authors describe a customer experience management (CEM) process that involves three kinds of monitoring: past patterns (evaluating completed transactions), present patterns (tracking current relationships), and potential patterns (conducting inquiries in the hope of unveiling future opportunities). Data are collected at or about touch points through such methods as surveys, interviews, focus groups, and online forums. Companies need to involve every function in the effort, not just a single customer-facing group. The authors go on to illustrate how a cross-functional CEM system is created. With such a system, companies can discover which customers are prospects for growth and which require immediate intervention.

Basic Features of Customer Satisfaction with Train Schedules

NASA Astrophysics Data System (ADS)

Murakoshi, Akiko; Kunimatsu, Taketoshi; Saito, Ayano

This paper aims to reveal the fundamental features of customer satisfaction with train schedules, which is one of the most basic services provided by a railway company. A customer satisfaction survey of passengers who frequently utilize three lines in the metropolitan area was conducted; we obtained the following findings: (a) out of nine factors to evaluate a train schedule from a passenger's viewpoint, the four most important ones are the frequency of trains running, punctuality, congestion rate, and time distance; (b) the ride-frequency influences the degree of satisfaction with train schedules in a particular line; and (c) it is important to set a numeric goal for the level of customer satisfaction by grasping the relationship between the transport service and a passenger's satisfaction with that service. The difference between customer satisfaction and passenger disutility is also discussed. The findings are expected to help conduct customer satisfaction surveys and also to form the basis for establishing a method by which to evaluate a train schedule from passengers' satisfaction ratings.

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

NASA Astrophysics Data System (ADS)

Capps, Gregory

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

Identifying (subsurface) anthropogenic heat sources that influence temperature in the drinking water distribution system

NASA Astrophysics Data System (ADS)

Agudelo-Vera, Claudia M.; Blokker, Mirjam; de Kater, Henk; Lafort, Rob

2017-09-01

The water temperature in the drinking water distribution system and at customers' taps approaches the surrounding soil temperature at a depth of 1 m. Water temperature is an important determinant of water quality. In the Netherlands drinking water is distributed without additional residual disinfectant and the temperature of drinking water at customers' taps is not allowed to exceed 25 °C. In recent decades, the urban (sub)surface has been getting more occupied by various types of infrastructures, and some of these can be heat sources. Only recently have the anthropogenic sources and their influence on the underground been studied on coarse spatial scales. Little is known about the urban shallow underground heat profile on small spatial scales, of the order of 10 m × 10 m. Routine water quality samples at the tap in urban areas have shown up locations - so-called hotspots - in the city, with relatively high soil temperatures - up to 7 °C warmer - compared to the soil temperatures in the surrounding rural areas. Yet the sources and the locations of these hotspots have not been identified. It is expected that with climate change during a warm summer the soil temperature in the hotspots can be above 25 °C. The objective of this paper is to find a method to identify heat sources and urban characteristics that locally influence the soil temperature. The proposed method combines mapping of urban anthropogenic heat sources, retrospective modelling of the soil temperature, analysis of water temperature measurements at the tap, and extensive soil temperature measurements. This approach provided insight into the typical range of the variation of the urban soil temperature, and it is a first step to identifying areas with potential underground heat stress towards thermal underground management in cities.

Is a pharmacy student the customer or the product?

PubMed

Holdford, David A

2014-02-12

Academic entitlement and student consumerism have been described as a cause for unprofessional behavior in higher education. Colleges and schools of pharmacy may inadvertently encourage student consumerism and academic entitlement by misunderstanding who is the primary customer of pharmacy education. Pharmacy colleges and schools who view students as the primary customer can unintentionally pressure faculty members to relax expectations for professionalism and academic performance and thereby cause a general downward spiral in the quality of pharmacy graduates. In contrast, this paper argues that the primary customer of pharmacy education is the patient. Placing the patient at the center of the educational process is consistent with the concepts of pharmaceutical care, medication therapy management, the patient-centered home, and the oath of the pharmacist. Emphasizing the patient as the primary customer discourages academic entitlement and student consumerism and encourages an emphasis on learning how to serve the medication-related needs of the patient.

Is a Pharmacy Student the Customer or the Product?

PubMed Central

2014-01-01

Academic entitlement and student consumerism have been described as a cause for unprofessional behavior in higher education. Colleges and schools of pharmacy may inadvertently encourage student consumerism and academic entitlement by misunderstanding who is the primary customer of pharmacy education. Pharmacy colleges and schools who view students as the primary customer can unintentionally pressure faculty members to relax expectations for professionalism and academic performance and thereby cause a general downward spiral in the quality of pharmacy graduates. In contrast, this paper argues that the primary customer of pharmacy education is the patient. Placing the patient at the center of the educational process is consistent with the concepts of pharmaceutical care, medication therapy management, the patient-centered home, and the oath of the pharmacist. Emphasizing the patient as the primary customer discourages academic entitlement and student consumerism and encourages an emphasis on learning how to serve the medication-related needs of the patient. PMID:24558271

Impact, Spreading and Splashing of Superfluid Drops

NASA Astrophysics Data System (ADS)

Taborek, Peter; Wallace, Mattew; Mallin, David; Aguirre, Andres; Langley, Kenneth; Thoroddsen, Sigurdur

2017-11-01

We investigate the impact of superfluid and normal liquid helium drops onto glass plates, in a custom-made optical cryostat, over a temperature range from 1.3 - 5 K. The unusual properties of liquid helium allow us to explore ranges of parameters that are difficult to obtain in conventional systems. Even in the normal state with T >2.17K, the viscosity and surface tension of liquid helium are unusually low, so it is easy to prepare drops with Re >30,000 and We >500. We track the spreading radius of the fluid rim, which initially grows as a power law in time with an exponent of 0.5 , while transitioning to Tanner's law at later times. In the superfluid state the rim velocity can exceed 4 m/s, which is significantly higher than the superfluid critical velocity. Here we see no splashing even at Re >100,000. Our experiments take place in an atmosphere of helium gas. In conventional impact splashing the exterior air is incondensable, while our impacts in helium involve a condensable exterior phase, so the dynamics can be expected to be quite different. We study how these differences affect the splashing.

Short-term forecasting of turbidity in trunk main networks.

PubMed

Meyers, Gregory; Kapelan, Zoran; Keedwell, Edward

2017-11-01

Water discolouration is an increasingly important and expensive issue due to rising customer expectations, tighter regulatory demands and ageing Water Distribution Systems (WDSs) in the UK and abroad. This paper presents a new turbidity forecasting methodology capable of aiding operational staff and enabling proactive management strategies. The turbidity forecasting methodology developed here is completely data-driven and does not require hydraulic or water quality network model that is expensive to build and maintain. The methodology is tested and verified on a real trunk main network with observed turbidity measurement data. Results obtained show that the methodology can detect if discolouration material is mobilised, estimate if sufficient turbidity will be generated to exceed a preselected threshold and approximate how long the material will take to reach the downstream meter. Classification based forecasts of turbidity can be reliably made up to 5 h ahead although at the expense of increased false alarm rates. The methodology presented here could be used as an early warning system that can enable a multitude of cost beneficial proactive management strategies to be implemented as an alternative to expensive trunk mains cleaning programs. Copyright © 2017 Elsevier Ltd. All rights reserved.

Colleges and Companies Sharing Great Expectations.

ERIC Educational Resources Information Center

Council for Industry and Higher Education (United Kingdom).

Companies have high expectations of the 440 colleges of further education, which will be the largest source of the skilled middle-range staff on whom industrial efficiency and innovation depend. Colleges look to employers to play four distinct roles--as customers, as places of learning, as advisors, and as joint planners in the regional or local…

77 FR 56247 - Self-Regulatory Organizations; Chicago Board Options Exchange, Incorporated; Suspension of and...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-09-12

... subdivision thereof.'' \\4\\ CBOE Volatility Index[supreg] (``VIX'') measures market expectations of near term... and sell option volatility. VIX option prices reflect the market's expectation of the VIX level at... TPHs with a qualifying affiliate to pay lower fees for large customer VIX options transactions.\\11\\ The...

Seven Ways to Streamline Student Services

ERIC Educational Resources Information Center

Fredette, Michelle

2011-01-01

To meet the expectations of today's tech-savvy students, colleges and universities are looking for ways to speed up their processes and provide better services for their No. 1 customer. They have turned to technology to simplify processes, reduce costs, and meet the high expectations of a technically literate student body. In this article, the…

Using Performance Measures to Allocate Consumable Funding

DTIC Science & Technology

2007-06-01

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

Measuring the performance of G2G services in Iran

NASA Astrophysics Data System (ADS)

Zarei, Behrouz; Safdari, Maryam

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

41 CFR 101-27.101 - General.

Code of Federal Regulations, 2010 CFR

2010-07-01

... FEDERAL PROPERTY MANAGEMENT REGULATIONS SUPPLY AND PROCUREMENT 27-INVENTORY MANAGEMENT 27.1-Stock... inventory which is that portion carried to satisfy average expected demand, and safety stock which is that portion carried for protection against stock depletion occurring when demand exceeds average expected...

Restructuring to Promote Collaboration and Exceed User Needs: The Blackwell Library Access Services Experience

ERIC Educational Resources Information Center

Chakraborty, Mou; English, Michael; Payne, Sharon

2013-01-01

Through vision, leadership, and creativity, Salisbury University's Blackwell Library transformed its access services department structurally and philosophically to better position itself to meet, and strive to exceed, today's user needs and expectations. Restructuring and the introduction of new leadership and new ideas provided the foundation for…

State formulating lifeline program

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

Not Available

1978-09-01

The Board of Public Utilities (BPU) of New Jersey is formulating a lifeline program which would provide low-income and elderly customers with reduced utility rates. It is estimated that 30% of the households in New Jersey will qualify for the program. While the legislation calls for the lowest effective rate of any customer class, each utility would have its own lifeline program because of differing rates among utility companies. Eligibility requirements would be applied statewide. The utilities will fund the new program by restructuring the existing rates for regular customers. In which case lifeline recipients' rate would decrease while regularmore » customers' bills would increase. Eventually, the BPU expects to fund about 10% of the senior citizens' portion of the program with the state's casino gambling revenues.« less

Principles of data collection applied to customer knowledge.

PubMed

Quinn, D

1992-01-01

Are customers becoming more demanding or is the state of excellence in service in the United States in decline? With the dawning of the Age of the Global Marketplace and its attendant competition, American consumers have come to expect a higher standard in products and services. They naturally choose to purchase products that have proved to be well made and reliable. In brief, they require satisfaction. Yet business and medical journals, newspapers, and books all have been eager to tell the story of the sad state of customer service. The "demands of American consumers for high-quality service are higher than ever and businesses that ignore the new realities of customer satisfaction can jeopardize not only their future sales but also their very survival" (Szabo, 1989, p. 16).

The old pillars of new retailing.

PubMed

Berry, L L

2001-04-01

Despite the harsh realities of retailing, the illusion persists that magical tools can help companies overcome the problems of fickle consumers, price-slashing competitors, and mood swings in the economy. Such wishful thinking holds that retailers will thrive if only they communicate better with customers through e-mail, employ hidden cameras to learn how customers make purchase decisions, and analyze scanner data to tailor special offers and manage inventory. But the truth is, there are no quick fixes. In the course of his extensive research on dozens of retailers, Leonard Berry found that the best companies create value for their customers in five interlocking ways. Whether you're running a physical store, a catalog business, an e-commerce site, or a combination of the three, you have to offer your customers superior solutions to their needs, treat them with respect, and connect with them on an emotional level. You also have to set prices fairly and make it easy for people to find what they need, pay for it quickly, and then move on. None of these pillars is new, and each sounds exceedingly simple, but don't be fooled--implementing these axioms in the real world is surprisingly difficult. The author illustrates how some retailers have built successful operations by attending to these commonsense ways of dealing with their customers and how others have failed to do so.

Raising the speed limit from 75 to 80mph on Utah rural interstates: Effects on vehicle speeds and speed variance.

PubMed

Hu, Wen

2017-06-01

In November 2010 and October 2013, Utah increased speed limits on sections of rural interstates from 75 to 80mph. Effects on vehicle speeds and speed variance were examined. Speeds were measured in May 2010 and May 2014 within the new 80mph zones, and at a nearby spillover site and at more distant control sites where speed limits remained 75mph. Log-linear regression models estimated percentage changes in speed variance and mean speeds for passenger vehicles and large trucks associated with the speed limit increase. Logistic regression models estimated effects on the probability of passenger vehicles exceeding 80, 85, or 90mph and large trucks exceeding 80mph. Within the 80mph zones and at the spillover location in 2014, mean passenger vehicle speeds were significantly higher (4.1% and 3.5%, respectively), as were the probabilities that passenger vehicles exceeded 80mph (122.3% and 88.5%, respectively), than would have been expected without the speed limit increase. Probabilities that passenger vehicles exceeded 85 and 90mph were non-significantly higher than expected within the 80mph zones. For large trucks, the mean speed and probability of exceeding 80mph were higher than expected within the 80mph zones. Only the increase in mean speed was significant. Raising the speed limit was associated with non-significant increases in speed variance. The study adds to the wealth of evidence that increasing speed limits leads to higher travel speeds and an increased probability of exceeding the new speed limit. Results moreover contradict the claim that increasing speed limits reduces speed variance. Although the estimated increases in mean vehicle speeds may appear modest, prior research suggests such increases would be associated with substantial increases in fatal or injury crashes. This should be considered by lawmakers considering increasing speed limits. Copyright © 2017 Elsevier Ltd and National Safety Council. All rights reserved.

The management service company's expectation of the customer.

PubMed

Kuykendall, R D

1992-02-01

The one constant factor in health care today is change. Choose your management support company carefully, expect high quality results, and communicate both positive and negative feedback immediately. This formula will give you excellent results as well as a long-term productive partnership in which cost, risk, and the end objectives can be balanced for maximum benefit.

Student Expectations of Tertiary Institutions: A Case Study of the Fiji National University (FNU)

ERIC Educational Resources Information Center

Khan, Shana Nigar

2012-01-01

Education is a human right and Fiji's tertiary education board recently declared that all tertiary institutions in Fiji must abide by the framework in order to meet student-customers' needs. The Fiji National University's (FNU's) destiny to be Fiji's leading higher education provider could be a reality if students and staff's expectations are…

A Strategic Market Analysis of the Open Market Corridor

DTIC Science & Technology

2003-06-01

flourish. Amazon.com CEO, Jeff Bezos , initially considered a genius (when Amazon.com stock was selling for $113, is now facing a depressed economy...annual revenue exceeding one million dollars (Afuah, p. 339). In an extraordinary focus to “put customers first,” founder Jeff Bezos introduced...Accordingly, when faced with a paradoxically successful business model, and a rather amorphous market medium, Jeff Bozos and Amazon.com have taken a

Manual physical therapy combined with high-intensity functional rehabilitation for severe lower extremity musculoskeletal injuries: a case series*

PubMed Central

Crowell, Michael S.; Deyle, Gail D.; Owens, Johnny; Gill, Norman W.

2016-01-01

Objectives Severe lower extremity trauma accounts for large healthcare costs and often results in elective amputation and poor long-term outcomes. The purpose of this case series is to describe an orthopedic manual physical therapy (OMPT) approach combined with a return to run (RTR) clinical pathway consisting of high-intensity functional rehabilitation with a custom energy-storing orthosis. Methods Three consecutive male patients, aged 21–23 years, with severe lower extremity musculoskeletal injuries were treated with a combined intervention that included a mean (SD) of 12 (2·1) OMPT sessions and 24 (8·7) functional rehabilitation sessions over a mean of 6 weeks (1·0). Additional training with a custom energy-storing orthosis consisted of a mean of 15 (1·2) additional sessions over 4 weeks. Patient self-report outcome measures and a variety of physical performance tests captured change in function. Results Baseline lower extremity functional scale (LEFS) and foot and ankle ability measure activities of daily living subscale (FAAM-ADL) scores indicated severe disability. All patients exceeded the minimal clinically important difference (MCID) in at least one self-report outcome or physical performance test without a brace. Two of three patients exceeded the MCID for at least two physical performance tests after training with and utilizing a custom energy-storing orthosis. Discussion Clinically meaningful changes in self-reported function or physical performance were observed in all patients. A multi-modal approach, including manual therapy and functional exercise, may address the entire spectrum of impairments in patients with severe lower extremity trauma, resulting in improvements in both braced and un-braced function. PMID:27252581

Deductibles in health insurance: can the actuarially fair premium reduction exceed the deductible?

PubMed

Bakker, F M; van Vliet, R C; van de Ven, W P

2000-09-01

The actuarially fair premium reduction in case of a deductible relative to full insurance is affected by: (1) out-of-pocket payments, (2) moral hazard, (3) administrative costs, and, in case of a voluntary deductible, (4) adverse selection. Both the partial effects and the total effect of these factors are analyzed. Moral hazard and adverse selection appear to have a substantial effect on the expected health care costs above a deductible but a small effect on the expected out-of-pocket expenditure. A premium model indicates that for a broad range of deductible amounts the actuarially fair premium reduction exceeds the deductible.

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

PubMed

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

2008-01-01

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

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.

The flux of radionuclides in flowback fluid from shale gas exploitation.

PubMed

Almond, S; Clancy, S A; Davies, R J; Worrall, F

2014-11-01

This study considers the flux of radioactivity in flowback fluid from shale gas development in three areas: the Carboniferous, Bowland Shale, UK; the Silurian Shale, Poland; and the Carboniferous Barnett Shale, USA. The radioactive flux from these basins was estimated, given estimates of the number of wells developed or to be developed, the flowback volume per well and the concentration of K (potassium) and Ra (radium) in the flowback water. For comparative purposes, the range of concentration was itself considered within four scenarios for the concentration range of radioactive measured in each shale gas basin, the groundwater of the each shale gas basin, global groundwater and local surface water. The study found that (i) for the Barnett Shale and the Silurian Shale, Poland, the 1 % exceedance flux in flowback water was between seven and eight times that would be expected from local groundwater. However, for the Bowland Shale, UK, the 1 % exceedance flux (the flux that would only be expected to be exceeded 1 % of the time, i.e. a reasonable worst case scenario) in flowback water was 500 times that expected from local groundwater. (ii) In no scenario was the 1 % exceedance exposure greater than 1 mSv-the allowable annual exposure allowed for in the UK. (iii) The radioactive flux of per energy produced was lower for shale gas than for conventional oil and gas production, nuclear power production and electricity generated through burning coal.

When Virtual Muscularity Enhances Physical Endurance: Masculinity Threat and Compensatory Avatar Customization Among Young Male Adults.

PubMed

Lee-Won, Roselyn J; Tang, Wai Yen; Kibbe, Mackenzie R

2017-01-01

Masculinity-threatened men attempt to resolve the negative states caused by the threat through compensatory behavior such as public display of muscularity, which constitutes one way in which men physically establish masculinity. Avatars serve as a key means for self-presentation in technology-mediated environments, and compensatory motives can drive avatar customization. Noting this, the present research examined whether masculinity-threatened young men engage in compensatory avatar customization and whether such customization can be self-affirming. Specifically, we conducted a laboratory experiment to investigate the effects of masculinity threat on customization of avatar muscularity and physical endurance on a task that represents behavioral self-regulation. Data from 238 male college students revealed that masculinity-threatened young men customized their avatar to have greater muscle definition than did their nonthreatened counterparts, and greater muscle definition of the customized avatar predicted greater physical endurance on a handgrip task. Furthermore, muscle definition of the customized avatar significantly mediated the relationship between masculinity threat and physical endurance. None of these effects were moderated by masculine norm conformity, which suggested that the effects overrode individual differences in the extent to which participants conformed to masculine norms and expectations. Theoretical and practical implications of these findings are discussed.

Applying the expectancy disconfirmation and regret theories to online consumer behavior.

PubMed

Liao, Chechen; Liu, Chuang-Chun; Liu, Yu-Ping; To, Pui-Lai; Lin, Hong-Nan

2011-04-01

This study synthesizes the expectancy disconfirmation theory with empirical theories pertaining to customer regret in an e-commerce environment. The study begins by examining the roles that information quality (IQ), system quality (SYQ), and service quality (SEQ) play in determining customer regret and satisfaction. Then the consequences of regret and satisfaction on reuse intention are examined. Survey data collected from 445 respondents are analyzed using structural equation modeling with partial least squares (PLS-Graph 3.0) to provide support for the hypothesized links. Results show that IQ disconfirmation, SYQ disconfirmation and SEQ disconfirmation are related to regret and satisfaction. Both regret and satisfaction are related to reuse intention. In addition, satisfaction mediates the effect of regret on reuse intention. Based on these results, implications for theory and practice are discussed.

Preliminary fabrication and characterization of electron beam melted Ti-6Al-4V customized dental implant.

PubMed

Ramakrishnaiah, Ravikumar; Al Kheraif, Abdulaziz Abdullah; Mohammad, Ashfaq; Divakar, Darshan Devang; Kotha, Sunil Babu; Celur, Sree Lalita; Hashem, Mohamed I; Vallittu, Pekka K; Rehman, Ihtesham Ur

2017-05-01

The current study was aimed to fabricate customized root form dental implant using additive manufacturing technique for the replacement of missing teeth. The root form dental implant was designed using Geomagic™ and Magics™, the designed implant was directly manufactured by layering technique using ARCAM A2™ electron beam melting system by employing medical grade Ti-6Al-4V alloy powder. Furthermore, the fabricated implant was characterized in terms of certain clinically important parameters such as surface microstructure, surface topography, chemical purity and internal porosity. Results confirmed that, fabrication of customized dental implants using additive rapid manufacturing technology offers an attractive method to produce extremely pure form of customized titanium dental implants, the rough and porous surface texture obtained is expected to provide better initial implant stabilization and superior osseointegration.

Offering memorable patient experience through creative, dynamic marketing strategy

PubMed Central

Raţiu, M; Purcărea, T

2008-01-01

Creative, dynamic strategies are the ones that identify new and better ways of uniquely offering the target customers what they want or need. A business can achieve competitive advantage if it chooses a marketing strategy that sets the business apart from anyone else. Healthcare services companies have to understand that the customer should be placed in the centre of all specific marketing operations. The brand message should reflect the focus on the patient. Healthcare products and services offered must represent exactly the solutions that customers expect. The touchpoints with the patients must be well mastered in order to convince them to accept the proposed solutions. Healthcare service providers must be capable to look beyond customer's behaviour or product and healthcare service aquisition. This will demand proactive and far–reaching changes, including focusing specifically on customer preference, quality, and technological interfaces; rewiring strategy to find new value from existing and unfamiliar sources; disintegrating and radically reassembling operational processes; and restructuring the organization to accommodate new typess of work and skill. PMID:20108466

Offering memorable patient experience through creative, dynamic marketing strategy.

PubMed

Purcărea, Victor Lorín; Raţíu, Monica; Purcărea, Theodor; Davila, Carol

2008-01-01

Creative, dynamic strategies are the ones that identify new and better ways of uniquely offering the target customers what they want or need. A business can achieve competitive advantage if it chooses a marketing strategy that sets the business apart from anyone else. Healthcare services companies have to understand that the customer should be placed in the centre of all specific marketing operations. The brand message should reflect the focus on the patient. Healthcare products and services offered must represent exactly the solutions that customers expect. The touchpoints with the patients must be well mastered in order to convince them to accept the proposed solutions. Healthcare service providers must be capable to look beyond customer's behaviour or product and healthcare service aquisition. This will demand proactive and far-reaching changes, including focusing specifically on customer preference, quality, and technological interfaces; rewiring strategy to find new value from existing and unfamiliar sources: disintegrating and radically reassembling operational processes: and restructuring the organization to accommodate new types of work and skill.

Custom large scale integrated circuits for spaceborne SAR processors

NASA Technical Reports Server (NTRS)

Tyree, V. C.

1978-01-01

The application of modern LSI technology to the development of a time-domain azimuth correlator for SAR processing is discussed. General design requirements for azimuth correlators for missions such as SEASAT-A, Venus orbital imaging radar (VOIR), and shuttle imaging radar (SIR) are summarized. Several azimuth correlator architectures that are suitable for implementation using custom LSI devices are described. Technical factors pertaining to selection of appropriate LSI technologies are discussed, and the maturity of alternative technologies for spacecraft applications are reported in the context of expected space mission launch dates. The preliminary design of a custom LSI time-domain azimuth correlator device (ACD) being developed for use in future SAR processors is detailed.

Social Engineering hits Social Commerce

NASA Astrophysics Data System (ADS)

Degenhardt, Werner; Wiele, Johannes

Looking at social commerce, a bunch of bewildering phenomena attracts the attention of social psychologists. The way customers participate today shows attitudes and ethical behavior which cannot be explained from the inherent conditions of Web 2.0 environments alone. Fraud often succeeds, when you do not expect it, and honesty can be found under circumstances that do not support honesty at all. The current situation seems to result from customers assigning experience and ethics from real world business to virtual business environments. But there are indications that this situation may change. Social commerce could suffer as soon as customers would use its inherent weaknesses to their own advantage. The following article outlines first approaches to research into this topic.

Susceptibility of forests in the northeastern USA to nitrogen and sulfur deposition: critical load exceedance and forest health

Treesearch

N. Duarte; L.H. Pardo; M.J. Robin-Abbott

2013-01-01

The objectives of this study were to assess susceptibility to acidification and nitrogen (N) saturation caused by atmospheric deposition to northeastern US forests, evaluate the benefits and shortcomings of making critical load assessments using regional data, and assess the relationship between expected risk (exceedance) and forest health. We calculated the critical...

26 CFR 1.6016-1 - Declarations of estimated income tax by corporations.

Code of Federal Regulations, 2010 CFR

2010-04-01

... be expected to exceed the sum of $100,000 plus the amount of any estimated credits allowable under...,000) does not exceed the $100,000 plus the allowable credits totaling $7,000. [T.D. 6768, 29 FR 14921...), or subchapter L, chapter 1 of the Code, over the sum of $100,000 and any estimated credits under...

Friend or Foe: Subjective Expected Relative Similarity as a Determinant of Cooperation

ERIC Educational Resources Information Center

Fischer, Ilan

2009-01-01

Subjective expected relative similarity (SERS) is a descriptive theory that explains cooperation levels in single-step prisoner's dilemma (PD) games. SERS predicts that individuals cooperate whenever their "subjectively perceived similarity" with their opponent exceeds a situational index, namely the game's "similarity threshold." A thought…

Implementation of Ecohouse and ecoliving concept in architecture - SASAK traditional settlement

NASA Astrophysics Data System (ADS)

Arief, Agus Zulkarnain; Subadyo, Achmad Tutut

2017-11-01

Sasak is one of the Indonesian indigenous tribes who live in the island of Lombok. Until now, they still maintain the customs and culture as well as settling in Sembalun, Senaru, Segenter, and Sade. The Large of Sasak traditional settlement area in Lombok is not increased so that it feared the carrying capacity will be exceeded and could lead to a shift of customs and culture. This paper (1) to formulate the concept of a traditional Sasak sustainability settlement, (2) reconstruct the conception and typology of layout, mass configuration, space-organization, structure and building construction homes custom of Sasak, to analyze the sustainability level of Sasak traditional settlement used questionnaires Community Sustainability Analysis. The results obtained in this study is the traditional settlement of the Sasak people - PTSDS is in conformity with the Eco village concept of Global Eco village Network. It is evident from the analysis of data by CSA which finds the total in 1226; with the value of the ecological aspect, the social aspect and the spiritual aspect, respectively 432, 373 and 421, which means the Sasak people - PTSDS shows very good progress on sustainability.

Organizational management practices for achieving software process improvement

NASA Technical Reports Server (NTRS)

Kandt, Ronald Kirk

2004-01-01

The crisis in developing software has been known for over thirty years. Problems that existed in developing software in the early days of computing still exist today. These problems include the delivery of low-quality products, actual development costs that exceed expected development costs, and actual development time that exceeds expected development time. Several solutions have been offered to overcome out inability to deliver high-quality software, on-time and within budget. One of these solutions involves software process improvement. However, such efforts often fail because of organizational management issues. This paper discusses business practices that organizations should follow to improve their chances of initiating and sustaining successful software process improvement efforts.

Estimated demand for lumber and plywood in Hawaii by the year 2000

Treesearch

George D. Frazier

1965-01-01

By the year 2000, total lumber consumption in Hawaii is expected to be between 78 and 128 million board feet. Hardwood lumber consumption is expected to exceed 16 million board feet — an increase of nearly 2½ times the present level of use. In contrast, softwood lumber use is expected to remain at about the present level of 79 million board feet. Plywood...

Decision Support for Personalized Cloud Service Selection through Multi-Attribute Trustworthiness Evaluation

PubMed Central

Ding, Shuai; Xia, Chen-Yi; Zhou, Kai-Le; Yang, Shan-Lin; Shang, Jennifer S.

2014-01-01

Facing a customer market with rising demands for cloud service dependability and security, trustworthiness evaluation techniques are becoming essential to cloud service selection. But these methods are out of the reach to most customers as they require considerable expertise. Additionally, since the cloud service evaluation is often a costly and time-consuming process, it is not practical to measure trustworthy attributes of all candidates for each customer. Many existing models cannot easily deal with cloud services which have very few historical records. In this paper, we propose a novel service selection approach in which the missing value prediction and the multi-attribute trustworthiness evaluation are commonly taken into account. By simply collecting limited historical records, the current approach is able to support the personalized trustworthy service selection. The experimental results also show that our approach performs much better than other competing ones with respect to the customer preference and expectation in trustworthiness assessment. PMID:24972237

Decision support for personalized cloud service selection through multi-attribute trustworthiness evaluation.

PubMed

Ding, Shuai; Xia, Cheng-Yi; Xia, Chen-Yi; Zhou, Kai-Le; Yang, Shan-Lin; Shang, Jennifer S

2014-01-01

Facing a customer market with rising demands for cloud service dependability and security, trustworthiness evaluation techniques are becoming essential to cloud service selection. But these methods are out of the reach to most customers as they require considerable expertise. Additionally, since the cloud service evaluation is often a costly and time-consuming process, it is not practical to measure trustworthy attributes of all candidates for each customer. Many existing models cannot easily deal with cloud services which have very few historical records. In this paper, we propose a novel service selection approach in which the missing value prediction and the multi-attribute trustworthiness evaluation are commonly taken into account. By simply collecting limited historical records, the current approach is able to support the personalized trustworthy service selection. The experimental results also show that our approach performs much better than other competing ones with respect to the customer preference and expectation in trustworthiness assessment.

Customization in Prescribing for Bipolar Disorder

PubMed Central

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

2011-01-01

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

Customization in prescribing for bipolar disorder.

PubMed

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

2012-06-01

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

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.

Report on audit of the Department of Energy`s Transportation Accident Resistant Container Program

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

NONE

1995-10-11

The U.S. Department of Energy (Department) has ultimate responsibility for the safety of all nuclear explosives and weapons operations conducted by the Department and its contractors. The Department also has joint responsibility for the safety of nuclear weapons in the custody of the Armed Services. Since the 1970s, the Department has designed, developed, and produced accident resistant containers to promote safety when transporting certain types of nuclear weapons by air. After successfully developing and modifying accident resistant containers for use on Army helicopters, the Department subsequently designed, modified, and produced similar containers for the United States Air Force. Because themore » Department spent millions of dollars on this project, we conducted the audit to determine if the Department had adequate controls in place to preclude the development and production of projects which did not have customer agreement or meet customer requirements. One goal of the Department`s Strategic Plan is to ensure that customer expectations are met by having them participate in the planning process. Although nuclear safety responsibility was shared with the Department of Defense, the Department designed and produced 87 accident resistant containers for about $29 million when the customer did not want them and expressed no desire to use these containers. This occurred because the Department unilaterally decided to produce containers without ensuring that the containers met customer expectations. There may be circumstances where the Department will do some preliminary design and testing before agreeing with the Department of Defense on requirements. However, the Departments of Energy and Defense should reach agreement on the requirement for products before final design and production, otherwise funds will be spent unnecessarily.« less

Perceptions, use and attitudes of pharmacy customers on complementary medicines and pharmacy practice.

PubMed

Braun, Lesley A; Tiralongo, Evelin; Wilkinson, Jenny M; Spitzer, Ondine; Bailey, Michael; Poole, Susan; Dooley, Michael

2010-07-20

Complementary medicines (CMs) are popular amongst Australians and community pharmacy is a major supplier of these products. This study explores pharmacy customer use, attitudes and perceptions of complementary medicines, and their expectations of pharmacists as they relate to these products. Pharmacy customers randomly selected from sixty large and small, metropolitan and rural pharmacies in three Australian states completed an anonymous, self administered questionnaire that had been pre-tested and validated. 1,121 customers participated (response rate 62%). 72% had used CMs within the previous 12 months, 61% used prescription medicines daily and 43% had used both concomitantly. Multivitamins, fish oils, vitamin C, glucosamine and probiotics were the five most popular CMs. 72% of people using CMs rated their products as 'very effective' or 'effective enough'. CMs were as frequently used by customers aged 60 years or older as younger customers (69% vs. 72%) although the pattern of use shifted with older age. Most customers (92%) thought pharmacists should provide safety information about CMs, 90% thought they should routinely check for interactions, 87% thought they should recommend effective CMs, 78% thought CMs should be recorded in customer's medication profile and 58% thought pharmacies stocking CMs should also employ a complementary medicine practitioner. Of those using CMs, 93% thought it important for pharmacists to be knowledgeable about CMs and 48% felt their pharmacist provides useful information about CMs. CMs are widely used by pharmacy customers of all ages who want pharmacists to be more involved in providing advice about these products.

Omnichannel Customer Behavior: Key Drivers of Technology Acceptance and Use and Their Effects on Purchase Intention

PubMed Central

Juaneda-Ayensa, Emma; Mosquera, Ana; Sierra Murillo, Yolanda

2016-01-01

The advance of the Internet and new technologies over the last decade has transformed the retailing panorama. More and more channels are emerging, causing consumers to change their habits and shopping behavior. An omnichannel strategy is a form of retailing that, by enabling real interaction, allows customers to shop across channels anywhere and at any time, thereby providing them with a unique, complete, and seamless shopping experience that breaks down the barriers between channels. This paper aims to identify the factors that influence omnichannel consumers' behavior through their acceptance of and intention to use new technologies during the shopping process. To this end, an original model was developed to explain omnichannel shopping behavior based on the variables used in the UTAUT2 model and two additional factors: personal innovativeness and perceived security. The model was tested with a sample of 628 Spanish customers of the store Zara who had used at least two channels during their most recent shopping journey. The results indicate that the key determinants of purchase intention in an omnichannel context are, in order of importance: personal innovativeness, effort expectancy, and performance expectancy. The theoretical and managerial implications are discussed. PMID:27516749

Omnichannel Customer Behavior: Key Drivers of Technology Acceptance and Use and Their Effects on Purchase Intention.

PubMed

Juaneda-Ayensa, Emma; Mosquera, Ana; Sierra Murillo, Yolanda

2016-01-01

The advance of the Internet and new technologies over the last decade has transformed the retailing panorama. More and more channels are emerging, causing consumers to change their habits and shopping behavior. An omnichannel strategy is a form of retailing that, by enabling real interaction, allows customers to shop across channels anywhere and at any time, thereby providing them with a unique, complete, and seamless shopping experience that breaks down the barriers between channels. This paper aims to identify the factors that influence omnichannel consumers' behavior through their acceptance of and intention to use new technologies during the shopping process. To this end, an original model was developed to explain omnichannel shopping behavior based on the variables used in the UTAUT2 model and two additional factors: personal innovativeness and perceived security. The model was tested with a sample of 628 Spanish customers of the store Zara who had used at least two channels during their most recent shopping journey. The results indicate that the key determinants of purchase intention in an omnichannel context are, in order of importance: personal innovativeness, effort expectancy, and performance expectancy. The theoretical and managerial implications are discussed.

A social model based on customers' profiles for analyzing the churning process in the mobile market of data plans

NASA Astrophysics Data System (ADS)

Postigo-Boix, Marcos; Melús-Moreno, José L.

2018-04-01

Mobile Network Operators (MNOs) present wireless services of the same kind in identical zones, clients select the service taking into account any element they consider relevant. Churning hits on the design of the network and the method to assign prices by MNOs, and of course their earnings. Therefore, MNOs try to reduce churn detecting potential churners before they leave the service. Our approach to churn prediction considers each customer individually. Previous research shows that members of the social circle of a subscriber may influence churn. Thus, many scenarios that describe social relations, and in which churning processes could be expected, set an emerging challenge with practical implications. This paper uses the Agent-Based Modeling (ABM) technique to model customers. The model's parameters include demographic and psychographic features as well as usage profiles according to their social behavior considering their customers' profiles. Our model modifies and extends an existing real social network generator algorithm that considers customer's profiles and homophily considerations to create connections. We show that using our approach, groups of customers with greater tendency to churn due to the influence of their social networks can be identified better.

Applying total quality management concepts to public health organizations.

PubMed Central

Kaluzny, A D; McLaughlin, C P; Simpson, K

1992-01-01

Total quality management (TQM) is a participative, systematic approach to planning and implementing a continuous organizational improvement process. Its approach is focused on satisfying customers' expectations, identifying problems, building commitment, and promoting open decision-making among workers. TQM applies analytical tools, such as flow and statistical charts and check sheets, to gather data about activities within an organization. TQM uses process techniques, such as nominal groups, brainstorming, and consensus forming to facilitate communication and decision making. TQM applications in the public sector and particularly in public health agencies have been limited. The process of integrating TQM into public health agencies complements and enhances the Model Standards Program and assessment methodologies, such as the Assessment Protocol for Excellence in Public Health (APEX-PH), which are mechanisms for establishing strategic directions for public health. The authors examine the potential for using TQM as a method to achieve and exceed standards quickly and efficiently. They discuss the relationship of performance standards and assessment methodologies with TQM and provide guidelines for achieving the full potential of TQM in public health organizations. The guidelines include redefining the role of management, defining a common corporate culture, refining the role of citizen oversight functions, and setting realistic estimates of the time needed to complete a task or project. PMID:1594734

Structural Analysis Using Computer Based Methods

NASA Technical Reports Server (NTRS)

Dietz, Matthew R.

2013-01-01

The stiffness of a flex hose that will be used in the umbilical arms of the Space Launch Systems mobile launcher needed to be determined in order to properly qualify ground umbilical plate behavior during vehicle separation post T-0. This data is also necessary to properly size and design the motors used to retract the umbilical arms. Therefore an experiment was created to determine the stiffness of the hose. Before the test apparatus for the experiment could be built, the structure had to be analyzed to ensure it would not fail under given loading conditions. The design model was imported into the analysis software and optimized to decrease runtime while still providing accurate restlts and allow for seamless meshing. Areas exceeding the allowable stresses in the structure were located and modified before submitting the design for fabrication. In addition, a mock up of a deep space habitat and the support frame was designed and needed to be analyzed for structural integrity under different loading conditions. The load cases were provided by the customer and were applied to the structure after optimizing the geometry. Once again, weak points in the structure were located and recommended design changes were made to the customer and the process was repeated until the load conditions were met without exceeding the allowable stresses. After the stresses met the required factors of safety the designs were released for fabrication.

[Patients as customers? The term "customer" in the perception of medical students at the end of their university training].

PubMed

Zimmermann, L; Körner, M; Geppert, E; Siegel, A; Stöbel, U; Bengel, J

2012-01-01

In the preceding decades a new perspective on the role of patients in the health-care system has gained ground, considering patients not merely as "suffering persons" but additionally as "customers". Physicians, however, tend to disagree with this approach because of the economic connotation of the term customer. Until now, there is only poor evidence of whether students of medicine - who are going to work as physicians in the future - agree or disagree with that approach and whether they are ready to accept patients as customers. In the following study students of medicine were interviewed on their perspectives towards that approach, in particular on their attitudes towards the idea of "the patient as customer", the appropriateness of the term consumer in different clinical settings and sectors of health care, the implementation of consumer orientation in clinical routine, and their favoured model of physician-patient relationship.As the study could not build upon data of prior similar studies, a quantitative and qualitative cross-sectional study with a descriptive-explorative design was conducted. Using a semi-standardised questionnaire, 313 medical students (response rate: 95%) were interviewed in Spring 2010. At the time of the survey, the students were enrolled at the faculty of medicine at Freiburg University, Germany, and were in their last semester which immediately preceded their exam.The future physicians do not consider patients primarily as customers. More than 80% of the respondents "absolutely" or "largely" supported the idea that patients are considerably more than customers. The analysis of the qualitative data of the study shows different results. Here, more statements were made that patients could equally be seen as customers (449 students supported this idea, 298 did not). Statements contradicting the customer approach referred mostly to the asymmetry of the physician-patient relationship and the special role of the patient. The highest level of acceptance of the customer approach was found in classical service settings such as pharmacies, the lowest level in emergency medical aid. According to medical students, a consumer orientation has been realised in different health service areas in correspondingly different degrees: On top of the list are plastic surgery clinics, followed by private health insurances and homeopathic clinics. A minority of medical students predict the implementation of consumer orientation in the emergency medical aid. Future physicians consider their relationship to patients largely as a relationship between a healing person and a person seeking help rather than a relationship between a service provider and a customer.Considering recent developments in the organisation of medical services and health services in general, it becomes increasingly important to know what kind of 'service behaviour' patients expect from their doctors and other health providers. Obviously, it is not self-evident for medical students to perceive their future patients as customers and to act as customer-oriented 'service providers'. In view of this, the faculties of medicine at universities - which provide professional training to students of medicine - should be aware of the challenge to 'socialise' their students so that they can keep up with patients' expectations. © Georg Thieme Verlag KG Stuttgart · New York.

It Takes Two to Tango: Customization and Standardization as Colluding Logics in Healthcare

PubMed Central

Greenfield, David; Eljiz, Kathy; Butler-Henderson, Kerryn

2018-01-01

The healthcare context is characterized with new developments, technologies, ideas and expectations that are continually reshaping the frontline of care delivery. Mannion and Exworthy identify two key factors driving this complexity, ‘standardization’ and ‘customization,’ and their apparent resulting paradox to be negotiated by healthcare professionals, managers and policy makers. However, while they present a compelling argument an alternative viewpoint exists. An analysis is presented that shows instead of being ‘competing’ logics in healthcare, standardization and customization are long standing ‘colluding’ logics. Mannion and Exworthy’s call for further sustained work to understand this complex, contested space is endorsed, noting that it is critical to inform future debates and service decisions. PMID:29524942

Power trading in Europe, what it is and what it is likely to become

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

Buehler, G.

1998-07-01

In the last 10 years, the Electricity Supply Industry (ESI) on the European mainland had to face a situation of unprecedented oversupply. Now, it is in the middle of a new challenge called deregulation. The goal of this paper is to describe how power trading occurred up to now and how it is likely to evolve in the future, bearing in mind that the over-supply will not disappear during the process of deregulation. Up to now, the ESI was characterized by big companies, which were mostly state-owned and which had a monopoly on sales within a well defined area. Powermore » was offered as an integrated good to final customers, i.e. these companies acted as generators, transmitters and distributors. As a result, Europe was scattered with several companies that basically were similar in their functions, resulting in no incentives to promote competition on the domestic markets. Nevertheless, these interconnected companies have been trading power for a long time and for huge amounts. As they have not been tied by monopoly agreements, trading has been taking place in a highly competitive environment. An increasing number of final customers will have access to a free market where they will choose their suppler. As a result, a variety of different companies will appear which will no longer share the same goals. Moreover, the situation of over-supply will continue. Hence, one can expect fierce competition and thus lower prices in order to attract customers. As a result of the increased competition, profit margins will decrease, creating a need for risk-management. In the meantime, one can expect differing situations in different countries. Even within one country, customers will not have equal access to the market. These inequalities will result in opportunities for arbitrage for those players able to spot them. For this reason one can expect that in fact the deregulation will take less time that what is legally foreseen.« less

Equilibrium pricing and ordering policies in a two-echelon supply chain in the presence of strategic customers.

PubMed

Sadjadi, Seyed J; Naeij, Jafar; Shavandi, Hasan; Makui, Ahmad

2016-06-07

This paper studying the impact of strategic customer behavior on decentralized supply chain gains and decisions, which includes a supplier, and a monopoly firm as a retailer who sells a single product over a finite two periods of selling season. We consider three types of customers: myopic, strategic and low-value customers. The problem is formulated as a bi-level game where at the second level (e.g. horizontal game), the retailer determines his/her equilibrium pricing strategy in a non-cooperative simultaneous general game with strategic customers who choose equilibrium purchasing strategy to maximize their expected surplus. At the first level (e.g. vertical game), the supplier competes with the retailer as leader and follower in the Stackelberg game. They set the wholesale price and initial stocking capacity to maximize their profits. Finally, a numerical study is presented to demonstrate the impacts of strategic behavior on supply chain gain and decisions; subsequently the effects of market parameters on decision variables and total profitability of supply chain's members is studied through a sensitivity analysis.

Best Predictors of Student Needs and Expectations: Responding to the Voice of the Customer and Orchestrating Change in a Two-Year College.

ERIC Educational Resources Information Center

Casto, Robert A.

To determine student needs, expectations, and levels of satisfaction with programs and services at Lima Technical College (LTC), in Ohio, a survey was distributed to 123 students, 7 faculty members, 13 staff members, and 9 senior administrators in fall 1994. The questionnaire asked respondents to choose 10 items from a list of needs and another 10…

Quality Management and Information Brokerage.

ERIC Educational Resources Information Center

van Halm, Johan

1995-01-01

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

Medical Applications for 3D Printing: Current and Projected Uses.

PubMed

Ventola, C Lee

2014-10-01

3D printing is expected to revolutionize health care through uses in tissue and organ fabrication; creation of customized prosthetics, implants, and anatomical models; and pharmaceutical research regarding drug dosage forms, delivery, and discovery.

Data analysis-based autonomic bandwidth adjustment in software defined multi-vendor optical transport networks.

PubMed

Li, Yajie; Zhao, Yongli; Zhang, Jie; Yu, Xiaosong; Jing, Ruiquan

2017-11-27

Network operators generally provide dedicated lightpaths for customers to meet the demand for high-quality transmission. Considering the variation of traffic load, customers usually rent peak bandwidth that exceeds the practical average traffic requirement. In this case, bandwidth provisioning is unmetered and customers have to pay according to peak bandwidth. Supposing that network operators could keep track of traffic load and allocate bandwidth dynamically, bandwidth can be provided as a metered service and customers would pay for the bandwidth that they actually use. To achieve cost-effective bandwidth provisioning, this paper proposes an autonomic bandwidth adjustment scheme based on data analysis of traffic load. The scheme is implemented in a software defined networking (SDN) controller and is demonstrated in the field trial of multi-vendor optical transport networks. The field trial shows that the proposed scheme can track traffic load and realize autonomic bandwidth adjustment. In addition, a simulation experiment is conducted to evaluate the performance of the proposed scheme. We also investigate the impact of different parameters on autonomic bandwidth adjustment. Simulation results show that the step size and adjustment period have significant influences on bandwidth savings and packet loss. A small value of step size and adjustment period can bring more benefits by tracking traffic variation with high accuracy. For network operators, the scheme can serve as technical support of realizing bandwidth as metered service in the future.

Ethical Perceptions of Customers Towards the Services of Foreign Branch Banks in Northern Cyprus

NASA Astrophysics Data System (ADS)

Veli Safakli, Okan

Nowadays, the ethical principles, which are institutionalized as generally accepted principles like the human rights, have become very popular in the banking sector like in many other sectors. The implementation of these principles provides public trust and reputation as well as competitive edge to the banks. The branches of the foreign banks, which have their head offices in foreign countries, are expected to be in harmony with the ethical principles more than the local banks. Therefore, ethical perceptions of customers towards the services of the foreign branch banks in Northern Cyprus have been researched in this study. According to this survey, it was found out that the foreign branch banks, generally, respect the ethical principles as expected. However, there is a necessity of institutional and administrative restructuring in the direction of improving the quality of the ethic standards used in these banks.

The development of NEdSERV: quantitative instrumentation to measure service quality in nurse education.

PubMed

Roberts, P

1999-07-01

The political climate of health care provision and education for health care in the latter years of the 20th century is evolving from the uncertainty of newly created markets to a more clearly focused culture of collaboration, dissemination of good practice, with an increased emphasis on quality provision and its measurement. The need for provider units to prove and improve efficiency and effectiveness through evidence-based quality strategies in order to stay firmly in the market place has never been more necessary. The measurement of customer expectations and perceptions of delivered service quality is widely utilized as a basis for customer retention and business growth in both commercial and non-profit organizations. This paper describes the methodological development of NEdSERV--quantitative instrumentation designed to measure and respond to ongoing stakeholder expectations and perceptions of delivered service quality within nurse education.

Student Enrollment Growth

ERIC Educational Resources Information Center

McLeod, Marshall W.

1971-01-01

A national study of enrollment growth rates in community colleges, conducted by the Arkansas State Department of Higher Education, found it most commonly exceeded expectations, especially in urban areas. (NF)

Perceptions, use and attitudes of pharmacy customers on complementary medicines and pharmacy practice

PubMed Central

2010-01-01

Background Complementary medicines (CMs) are popular amongst Australians and community pharmacy is a major supplier of these products. This study explores pharmacy customer use, attitudes and perceptions of complementary medicines, and their expectations of pharmacists as they relate to these products. Methods Pharmacy customers randomly selected from sixty large and small, metropolitan and rural pharmacies in three Australian states completed an anonymous, self administered questionnaire that had been pre-tested and validated. Results 1,121 customers participated (response rate 62%). 72% had used CMs within the previous 12 months, 61% used prescription medicines daily and 43% had used both concomitantly. Multivitamins, fish oils, vitamin C, glucosamine and probiotics were the five most popular CMs. 72% of people using CMs rated their products as 'very effective' or 'effective enough'. CMs were as frequently used by customers aged 60 years or older as younger customers (69% vs. 72%) although the pattern of use shifted with older age. Most customers (92%) thought pharmacists should provide safety information about CMs, 90% thought they should routinely check for interactions, 87% thought they should recommend effective CMs, 78% thought CMs should be recorded in customer's medication profile and 58% thought pharmacies stocking CMs should also employ a complementary medicine practitioner. Of those using CMs, 93% thought it important for pharmacists to be knowledgeable about CMs and 48% felt their pharmacist provides useful information about CMs. Conclusions CMs are widely used by pharmacy customers of all ages who want pharmacists to be more involved in providing advice about these products. PMID:20646290

Determining customer satisfaction in anatomic pathology.

PubMed

Zarbo, Richard J

2006-05-01

Measurement of physicians' and patients' satisfaction with laboratory services has become a standard practice in the United States, prompted by national accreditation requirements. Unlike other surveys of hospital-, outpatient care-, or physician-related activities, no ongoing, comprehensive customer satisfaction survey of anatomic pathology services is available for subscription that would allow continual benchmarking against peer laboratories. Pathologists, therefore, must often design their own local assessment tools to determine physician satisfaction in anatomic pathology. To describe satisfaction survey design that would elicit specific information from physician customers about key elements of anatomic pathology services. The author shares his experience in biannually assessing customer satisfaction in anatomic pathology with survey tools designed at the Henry Ford Hospital, Detroit, Mich. Benchmarks for physician satisfaction, opportunities for improvement, and characteristics that correlated with a high level of physician satisfaction were identified nationally from a standardized survey tool used by 94 laboratories in the 2001 College of American Pathologists Q-Probes quality improvement program. In general, physicians are most satisfied with professional diagnostic services and least satisfied with pathology services related to poor communication. A well-designed and conducted customer satisfaction survey is an opportunity for pathologists to periodically educate physician customers about services offered, manage unrealistic expectations, and understand the evolving needs of the physician customer. Armed with current information from physician customers, the pathologist is better able to strategically plan for resources that facilitate performance improvements in anatomic pathology laboratory services that align with evolving clinical needs in health care delivery.

76 FR 58532 - Intent To Request Renewal From OMB of One Current Public Collection of Information; TSA Customer...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-09-21

...The Transportation Security Administration (TSA) invites public comment on one currently approved Information Collection Request (ICR), Office of Management and Budget (OMB) control number 1652-0030 abstracted below that we will submit to OMB for renewal in compliance with the Paperwork Reduction Act (PRA). The ICR describes the nature of the information collection and its expected burden. This collection allows customers to provide feedback to TSA about their experiences with TSA's airport security process and procedures while traveling.

Marketing health services: the engineering of satisfaction.

PubMed

MacStravic, R S

1984-12-01

Service marketing is the engineering of satisfaction, and the key to success is to identify and influence potential customers' expectations and then to fulfill those expectations. Patient satisfaction largely determines both a program's revenues and expenditures and the effectiveness of care received by patients. A program's ability to satisfy patients rests upon three basic elements: research, design, and communication. Research should be on two levels. The first is basic market assessment and analysis, and should reveal overall market potential by focusing on consumers' expectations, unmet needs, and level of satisfaction. From this stage of research, the organization should be able to identify current programs that are secure and stable, those which have significant growth potential, those which are threatened by competition, and those which have little future. This research also should indicate the potential for new programs and for new markets for existing programs. The second level of research focuses on a specific program (whether current or proposed) and is the basis for program design. The organization can tailor the program to consumers' expectations in everything from services provided to price of parking and other amenities. Research also provides a basis for communications. Not only can communications influence a potential customer to try a provider, but also care providers can use communications during and after the service experience to reinforce what might have been a casual decision. Ideally, all communication that occurs between patients and providers should serve marketing as well as diagnostic and therapeutic purposes. It can shape patients' expectations, reinforce satisfaction when those expectations have been fulfilled, and convey the provider's caring and concern.

Using the "customer service framework" to successfully implement patient- and family-centered care.

PubMed

Rangachari, Pavani; Bhat, Anita; Seol, Yoon-Ho

2011-01-01

Despite the growing momentum toward patient- and family-centered care at the federal policy level, the organizational literature remains divided on its effectiveness, especially in regard to its key dimension of involving patients and families in treatment decisions and safety practices. Although some have argued for the universal adoption of patient involvement, others have questioned both the effectiveness and feasibility of patient involvement. In this article, we apply a well-established theoretical perspective, that is, the Service Quality Model (SQM) (also known as the "customer service framework") to the health care context, to reconcile the debate related to patient involvement. The application helps support the case for universal adoption of patient involvement and also question the arguments against it. A key contribution of the SQM lies in highlighting a set of fundamental service quality determinants emanating from basic consumer service needs. It also provides a simple framework for understanding how gaps between consumer expectations and management perceptions of those expectations can affect the gap between "expected" and "perceived" service quality from a consumer's perspective. Simultaneously, the SQM also outlines "management requirements" for the successful implementation of a customer service strategy. Applying the SQM to the health care context therefore, in addition to reconciling the debate on patient involvement, helps identify specific steps health care managers could take to successfully implement patient- and family-centered care. Correspondingly, the application also provides insights into strategies for the successful implementation of policy recommendations related to patient- and family-centered care in health care organizations.

Implementing a Commercial Rule Base as a Medication Order Safety Net

PubMed Central

Reichley, Richard M.; Seaton, Terry L.; Resetar, Ervina; Micek, Scott T.; Scott, Karen L.; Fraser, Victoria J.; Dunagan, W. Claiborne; Bailey, Thomas C.

2005-01-01

A commercial rule base (Cerner Multum) was used to identify medication orders exceeding recommended dosage limits at five hospitals within BJC HealthCare, an integrated health care system. During initial testing, clinical pharmacists determined that there was an excessive number of nuisance and clinically insignificant alerts, with an overall alert rate of 9.2%. A method for customizing the commercial rule base was implemented to increase rule specificity for problematic rules. The system was subsequently deployed at two facilities and achieved alert rates of less than 1%. Pharmacists screened these alerts and contacted ordering physicians in 21% of cases. Physicians made therapeutic changes in response to 38% of alerts presented to them. By applying simple techniques to customize rules, commercial rule bases can be used to rapidly deploy a safety net to screen drug orders for excessive dosages, while preserving the rule architecture for later implementations of more finely tuned clinical decision support. PMID:15802481

Shooshanian Engineering Associates, Inc.

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

Selig, M.A.

1995-12-31

A progress summary of the project, District Heating Network Extension under the Krakow Clean Fossil Fuels and Energy Efficiency is presented. The results of the project to data have shown a high degree of success. The primary objective of the project - to reduce air pollution in Krakow by eliminating coal-fired boiler plants and connecting them to the district heating network - is very much on the path to achievement. The emissions reduction goals for the project will be substantially exceeded by the end of the work. In addition to the above, a comprehensive series of training seminars in marketingmore » and customer service to the Marketing Department of MPEC was presented. These seminars, which were held in Boston and Krakow, were accompanied by detailed 400-page manual prepared in both English and Polish. The purpose of the training program was to assist MPEC in its long-term objectives of retaining existing customers and attracting new ones.« less

Modelling voltage sag mitigation using dynamic voltage restorer and analyzing power quality issue

NASA Astrophysics Data System (ADS)

Ismail, Nor Laili; Hidzir, Hizrin Dayana Mohd; Thanakodi, Suresh; Nazar, Nazatul Shiema Moh; Ibrahim, Pungut; Ali, Che Ku Muhammad Sabri Che Ku

2018-02-01

Power quality problem which are arise due to a fault or a pulsed load can have caused an interruption of critical load. The modern power systems are becoming more sensitive to the quality of the power supplied by the utility company. Voltage sags and swells, flicker, interruptions, harmonic distortion and other distortion to the sinusoidal waveform are the examples of the power quality problems. The most affected due to these problems is industrial customers who use a lot of sensitive equipment. There has suffered a huge loss to these problems. Resulting of broken or damage equipment if voltage sag exceeds the sensitive threshold of the equipment. Thus, device such as Static Synchronous Compensator (STATCOM) and Dynamic Voltage Restorer (DVR) has been created to solve this problem among users. DVR is a custom power device that most effective and efficient. This paper intended to report the DVR operations during voltage sag compensation.

Development of a toolkit for cost-benefit analysis of specific winter maintenance practices, equipment and operations.

DOT National Transportation Integrated Search

2010-11-01

The operators and maintainers of highway networks are facing increasing demands and : customer expectations regarding mobility and transportation safety during inclement weather, : while confronting budget and staffing constraints and environmental c...

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

PubMed

Christoforou, Paraskevi S; Ashforth, Blake E

2015-01-01

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

Patient (customer) expectations in hospitals.

PubMed

Bostan, Sedat; Acuner, Taner; Yilmaz, Gökhan

2007-06-01

The expectations of patient are one of the determining factors of healthcare service. The purpose of this study is to measure the Patients' Expectations, based on Patient's Rights. This study was done with Likert-Survey in Trabzon population. The analyses showed that the level of the expectations of the patient was high on the factor of receiving information and at an acceptable level on the other factors. Statistical meaningfulness was determined between age, sex, education, health insurance, and the income of the family and the expectations of the patients (p<0.05). According to this study, the current legal regulations have higher standards than the expectations of the patients. The reason that the satisfaction of the patients high level is interpreted due to the fact that the level of the expectation is low. It is suggested that the educational and public awareness studies on the patients' rights must be done in order to increase the expectations of the patients.

Adopting customers' empowerment and social networks to encourage participations in e-health services.

PubMed

Anshari, Muhammad; Almunawar, Mohammad Nabil; Low, Patrick Kim Cheng; Wint, Zaw; Younis, Mustafa Z

2013-01-01

The aim of this article is to present an e-health model that embeds empowerment and social network intervention that may extend the role of customers in health care settings. A 25-item Likert-type survey instrument was specifically developed for this study and administered to a sample of 108 participants in Indonesia from October to November 2012. The data were analyzed to provide ideas on how to move forward with the e-health initiative as a means to improve e-health services. The survey revealed that there is a high demand for customers' empowerment and involvement in social networks to improve their health literacy and customer satisfaction. Regardless of the limitations of the study, the participants have responded with great support for the abilities of the prototype systems drawn from the survey. The survey results were used as requirements to develop a system prototype that incorporates the expectations of the people. The prototype (namely Clinic 2.0) was derived from the model and confirmed from the survey. Participants were selected to use the system for three months, after which we measured its impact towards their health literacy and customer satisfaction. The results show that the system intervention through Clinic 2.0 leads to a high level of customer satisfaction and health literacy.

Antecedents and consequences of customer-company identification: expanding the role of relationship marketing.

PubMed

Ahearne, Michael; Bhattacharya, C B; Gruen, Thomas

2005-05-01

This article presents an empirical test of organizational identification in the context of customer-company (C-C) relationships. It investigates whether customers identify with companies and what the antecedents and consequences of such identification are. The model posits that perceived company characteristics, construed external image, and the perception of the company's boundary-spanning agent lead to C-C identification. In turn, such identification is expected to impact both in-role behavior (i.e., product utilization) as well as extra-role behavior (i.e., citizenship). The model was tested in a consultative selling context of pharmaceutical sales reps calling on physicians. Results from the empirical test indicated that customers do indeed identify with organizations and that C-C identification positively impacts both product utilization behavior and extra-role behavior even when the effect of brand perception is accounted for. Second, the study found that the organization's characteristics as well as the salesperson's characteristics contributed to the development of C-C identification.

Toward Customized Care

PubMed Central

Minvielle, Etienne

2018-01-01

Patients want their personal needs to be taken into account. Accordingly, the management of care has long involved some degree of personalization. In recent times, patients’ wishes have become more pressing in a moving context. As the population ages, the number of patients requiring sophisticated combinations of longterm care is rising. Moreover, we are witnessing previously unvoiced demands, preferences and expectations (eg, demand for information about treatment, for care complying with religious practices, or for choice of appointment dates). In view of the escalating costs and the concerns about quality of care, the time has now come to rethink healthcare delivery. Part of this reorganization can be related to customization: what is needed is a customized business model that is effective and sustainable. Such business model exists in different service sectors, the customization being defined as the development of tailored services to meet consumers’ diverse and changing needs at near mass production prices. Therefore, its application to the healthcare sector needs to be seriously considered. PMID:29524957

A time scheduling model of logistics service supply chain based on the customer order decoupling point: a perspective from the constant service operation time.

PubMed

Liu, Weihua; Yang, Yi; Xu, Haitao; Liu, Xiaoyan; Wang, Yijia; Liang, Zhicheng

2014-01-01

In mass customization logistics service, reasonable scheduling of the logistics service supply chain (LSSC), especially time scheduling, is benefit to increase its competitiveness. Therefore, the effect of a customer order decoupling point (CODP) on the time scheduling performance should be considered. To minimize the total order operation cost of the LSSC, minimize the difference between the expected and actual time of completing the service orders, and maximize the satisfaction of functional logistics service providers, this study establishes an LSSC time scheduling model based on the CODP. Matlab 7.8 software is used in the numerical analysis for a specific example. Results show that the order completion time of the LSSC can be delayed or be ahead of schedule but cannot be infinitely advanced or infinitely delayed. Obtaining the optimal comprehensive performance can be effective if the expected order completion time is appropriately delayed. The increase in supply chain comprehensive performance caused by the increase in the relationship coefficient of logistics service integrator (LSI) is limited. The relative concern degree of LSI on cost and service delivery punctuality leads to not only changes in CODP but also to those in the scheduling performance of the LSSC.

The costs and benefits of getting the ISO 9000 certification in the manufacturing sector in Saudi Arabia.

PubMed

Mezher, T; Ramadan, H

1998-01-01

Many Saudi companies, in their journey to improve quality, efficiency and competitiveness, are pursuing and obtaining the ISO 9000 certificate. Many studies have evaluated how to implement ISO 9000 in different sectors, but none have analyzed the effectiveness of ISO 9000 certification (costs and benefits) on improving the overall quality and on meeting expectations. This study addressed these issues by investigating manufacturing organizations in Saudi Arabia that have the ISO 9000 certification. A survey questionnaire was distributed to firms throughout the kingdom. Thirty-two firms participated in the study. Results indicate that increased consistency of operations, improved service, and product quality are among the top motivators for pursuing the ISO certificate. The benefits most often experienced were improved awareness of procedural problems, better management control, keeping existing customers, increased customer satisfaction, and improved customer service. Difficulties experienced during the certification process involved time and cost, but these were not considered to be major problems. A high volume of paperwork was the main problem experienced following initial certification. Respondents in general said that the ISO 9000 certification met their expectations and that their level of satisfaction regarding the impact of ISO 9000 was high. Most recommended that other organizations pursue the certificate.

A Time Scheduling Model of Logistics Service Supply Chain Based on the Customer Order Decoupling Point: A Perspective from the Constant Service Operation Time

PubMed Central

Yang, Yi; Xu, Haitao; Liu, Xiaoyan; Wang, Yijia; Liang, Zhicheng

2014-01-01

In mass customization logistics service, reasonable scheduling of the logistics service supply chain (LSSC), especially time scheduling, is benefit to increase its competitiveness. Therefore, the effect of a customer order decoupling point (CODP) on the time scheduling performance should be considered. To minimize the total order operation cost of the LSSC, minimize the difference between the expected and actual time of completing the service orders, and maximize the satisfaction of functional logistics service providers, this study establishes an LSSC time scheduling model based on the CODP. Matlab 7.8 software is used in the numerical analysis for a specific example. Results show that the order completion time of the LSSC can be delayed or be ahead of schedule but cannot be infinitely advanced or infinitely delayed. Obtaining the optimal comprehensive performance can be effective if the expected order completion time is appropriately delayed. The increase in supply chain comprehensive performance caused by the increase in the relationship coefficient of logistics service integrator (LSI) is limited. The relative concern degree of LSI on cost and service delivery punctuality leads to not only changes in CODP but also to those in the scheduling performance of the LSSC. PMID:24715818

48 CFR 1803.7001 - Contract clause.

Code of Federal Regulations, 2014 CFR

2014-10-01

... GENERAL IMPROPER BUSINESS PRACTICES AND PERSONAL CONFLICTS OF INTEREST IG Hotline Posters 1803.7001... Hotline Posters, in solicitations and contracts expected to exceed $5,000,000 and performed at contractor...

48 CFR 1803.7001 - Contract clause.

Code of Federal Regulations, 2012 CFR

2012-10-01

... GENERAL IMPROPER BUSINESS PRACTICES AND PERSONAL CONFLICTS OF INTEREST IG Hotline Posters 1803.7001... Hotline Posters, in solicitations and contracts expected to exceed $5,000,000 and performed at contractor...

48 CFR 1803.7001 - Contract clause.

Code of Federal Regulations, 2010 CFR

2010-10-01

... GENERAL IMPROPER BUSINESS PRACTICES AND PERSONAL CONFLICTS OF INTEREST IG Hotline Posters 1803.7001... Hotline Posters, in solicitations and contracts expected to exceed $5,000,000 and performed at contractor...

48 CFR 1803.7001 - Contract clause.

Code of Federal Regulations, 2013 CFR

2013-10-01

... GENERAL IMPROPER BUSINESS PRACTICES AND PERSONAL CONFLICTS OF INTEREST IG Hotline Posters 1803.7001... Hotline Posters, in solicitations and contracts expected to exceed $5,000,000 and performed at contractor...

48 CFR 1803.7001 - Contract clause.

Code of Federal Regulations, 2011 CFR

2011-10-01

... GENERAL IMPROPER BUSINESS PRACTICES AND PERSONAL CONFLICTS OF INTEREST IG Hotline Posters 1803.7001... Hotline Posters, in solicitations and contracts expected to exceed $5,000,000 and performed at contractor...

USEPA Guidance for Designing a Source Water Monitoring System

EPA Science Inventory

Treatment plants are commonly designed and operated to handle typical variability in source water quality, treat contaminants known to occur in source water, comply with drinking water standards, and meet customer expectations. However, unanticipated changes in source water qual...

32 CFR 32.44 - Procurement procedures.

Code of Federal Regulations, 2010 CFR

2010-07-01

... acceptable characteristics or minimum acceptable standards. (iv) The specific features of “brand name or... expected to exceed the simplified acquisition threshold, specifies a “brand name” product. (4) The proposed...

Muscle strength at the trunk*.

PubMed

Smidt, G L; Amundsen, L R; Dostal, W F

1980-01-01

The purpose of this study was to determine the strength of trunk flexors and extensors in normal male subjects during isometric, concentric, and eccentric contractions. Subjects were tested in the sidelying position to minimize the effects of gravity. The pelvis and lower extremities were measured on a custom built force table (lowa Force Table). Muscle strength was expressed as a moment of force (external force times the moment arm) in Newton-meter (Nm) units. Greater Nm were registered in the muscle-lengthened position than in the muscle-shortened position for all isometric contractions. The Nm registered for eccentric contractions always exceeded the Nm registered for concentric contractions of the same muscle group. The Nm registered during contractions of trunk extensors always exceeded the values obtained during corresponding modes of contractions (isometric, eccentric, and concentric) of trunk flexors.J Orthop Sports Phys Ther 1980;1(3):165-170.

How the Kano model contributes to Kansei engineering in services.

PubMed

Hartono, Markus; Chuan, Tan Kay

2011-11-01

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

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.

48 CFR 1403.1004 - Contract clause.

Code of Federal Regulations, 2010 CFR

2010-10-01

... BUSINESS PRACTICES AND PERSONAL CONFLICTS OF INTEREST Contractor Code of Business Ethics and Conduct 1403... performance is expected to exceed 120 days, except purchases conducted in accordance with FAR Part 12 and...

Attitudes About Regulation Among Direct-to-Consumer Genetic Testing Customers

PubMed Central

Green, Robert C.; Kaufman, David

2013-01-01

Introduction: The first regulatory rulings by the U.S. Food and Drug Administration on direct-to-consumer (DTC) genetic testing services are expected soon. As the process of regulating these and other genetic tests moves ahead, it is important to understand the preferences of DTC genetic testing customers about the regulation of these products. Methods: An online survey of customers of three DTC genetic testing companies was conducted 2–8 months after they had received their results. Participants were asked about the importance of regulating the companies selling DTC genetic tests. Results: Most of the 1,046 respondents responded that it would be important to have a nongovernmental (84%) or governmental agency (73%) monitor DTC companies' claims to ensure the consistency with scientific evidence. However, 66% also felt that it was important that DTC tests be available without governmental oversight. Nearly, all customers favored a policy to ensure that insurers and law enforcement officials could not access their information. Discussion: Although many DTC customers want access to genetic testing services without restrictions imposed by the government regulation, most also favor an organization operating alongside DTC companies that will ensure that the claims made by the companies are consistent with sound scientific evidence. This seeming contradiction may indicate that DTC customers want to ensure that they have unfettered access to high-quality information. Additionally, policies to help ensure privacy of data would be welcomed by customers, despite relatively high confidence in the companies. PMID:23560882

Attitudes about regulation among direct-to-consumer genetic testing customers.

PubMed

Bollinger, Juli Murphy; Green, Robert C; Kaufman, David

2013-05-01

The first regulatory rulings by the U.S. Food and Drug Administration on direct-to-consumer (DTC) genetic testing services are expected soon. As the process of regulating these and other genetic tests moves ahead, it is important to understand the preferences of DTC genetic testing customers about the regulation of these products. An online survey of customers of three DTC genetic testing companies was conducted 2-8 months after they had received their results. Participants were asked about the importance of regulating the companies selling DTC genetic tests. Most of the 1,046 respondents responded that it would be important to have a nongovernmental (84%) or governmental agency (73%) monitor DTC companies' claims to ensure the consistency with scientific evidence. However, 66% also felt that it was important that DTC tests be available without governmental oversight. Nearly, all customers favored a policy to ensure that insurers and law enforcement officials could not access their information. Although many DTC customers want access to genetic testing services without restrictions imposed by the government regulation, most also favor an organization operating alongside DTC companies that will ensure that the claims made by the companies are consistent with sound scientific evidence. This seeming contradiction may indicate that DTC customers want to ensure that they have unfettered access to high-quality information. Additionally, policies to help ensure privacy of data would be welcomed by customers, despite relatively high confidence in the companies.

48 CFR 252.215-7002 - Cost estimating system requirements.

Code of Federal Regulations, 2014 CFR

2014-10-01

... customers in the expectation of receiving contract awards. Estimating system includes the Contractor's— (1... and managerial reviews; (4) Flow of work, coordination, and communication; and (5) Budgeting, planning... writing, its rationale for disagreeing. (3) The Contracting Officer will evaluate the Contractor's...

48 CFR 252.215-7002 - Cost estimating system requirements.

Code of Federal Regulations, 2013 CFR

2013-10-01

... customers in the expectation of receiving contract awards. Estimating system includes the Contractor's— (1... and managerial reviews; (4) Flow of work, coordination, and communication; and (5) Budgeting, planning... writing, its rationale for disagreeing. (3) The Contracting Officer will evaluate the Contractor's...

Imagining the Digital Library in a Commercialized Internet.

ERIC Educational Resources Information Center

Heckart, Ronald J.

1999-01-01

Discusses digital library planning in light of Internet commerce and technological innovation in marketing and customer relations that are transforming user expectations about Web sites that offer products and services. Topics include user self-sufficiency; personalized service; artificial intelligence; collaborative filtering; and electronic…

Maintenance Downtime October 17 - 23, 2014

Atmospheric Science Data Center

2014-10-23

... Impact:  The ASDC will be conducting extended system maintenance Fri 10/17@4pm - Thu 10/23@4pm  EDT Please expect: ... and Customization Tool -  AMAPS, CALIPSO, CERES, MOPITT, TES and TAD Search and Subset Tools   All systems will be ...

Design considerations for implementation of large scale automatic meter reading systems

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

Mak, S.; Radford, D.

1995-01-01

This paper discusses the requirements imposed on the design of an AMR system expected to serve a large (> 1 million) customer base spread over a large geographical area. Issues such as system throughput response time, and multi-application expendability are addressed, all of which are intimately dependent on the underlying communication system infrastructure, the local geography, the customer base, and the regulatory environment. A methodology for analysis, assessment, and design of large systems is presented. For illustration, two communication systems -- a low power RF/PLC system and a power frequency carrier system -- are analyzed and discussed.

Remote sensing for urban planning

NASA Technical Reports Server (NTRS)

Davis, Bruce A.; Schmidt, Nicholas; Jensen, John R.; Cowen, Dave J.; Halls, Joanne; Narumalani, Sunil; Burgess, Bryan

1994-01-01

Utility companies are challenged to provide services to a highly dynamic customer base. With factory closures and shifts in employment becoming a routine occurrence, the utility industry must develop new techniques to maintain records and plan for expected growth. BellSouth Telecommunications, the largest of the Bell telephone companies, currently serves over 13 million residences and 2 million commercial customers. Tracking the movement of customers and scheduling the delivery of service are major tasks for BellSouth that require intensive manpower and sophisticated information management techniques. Through NASA's Commercial Remote Sensing Program Office, BellSouth is investigating the utility of remote sensing and geographic information system techniques to forecast residential development. This paper highlights the initial results of this project, which indicate a high correlation between the U.S. Bureau of Census block group statistics and statistics derived from remote sensing data.

Barriers to and Facilitators of Stocking Healthy Food Options: Viewpoints of Baltimore City Small Storeowners.

PubMed

Kim, Mhinjine; Budd, Nadine; Batorsky, Benjamin; Krubiner, Carleigh; Manchikanti, Swathi; Waldrop, Greer; Trude, Angela; Gittelsohn, Joel

2017-01-01

Receptivity to strategies to improve the food environment by increasing access to healthier foods in small food stores is underexplored. We conducted 20 in-depth interviews with small storeowners of different ethnic backgrounds as part of a small-store intervention trial. Store owners perceived barriers and facilitators to purchase, stock, and promote healthy foods. Barriers mentioned included customer preferences for higher fat and sweeter taste and for lower prices; lower wholesaler availability of healthy food; and customers' lack of interest in health. Most store owners thought positively of taste tests, free samples, and communication interventions. However, they varied in terms of their expectations of the effect of these strategies on customers' healthy food purchases. The findings reported add to the limited data on motivating and working with small-store owners in low-income urban settings.

Integrating spread dynamics and economics of timber production to manage Chinese tallow invasions in southern U.S. forestlands.

PubMed

Wang, Hsiao-Hsuan; Grant, William E; Gan, Jianbang; Rogers, William E; Swannack, Todd M; Koralewski, Tomasz E; Miller, James H; Taylor, John W

2012-01-01

Economic costs associated with the invasion of nonnative species are of global concern. We estimated expected costs of Chinese tallow (Triadica sebifera (L.) Small) invasions related to timber production in southern U.S. forestlands under different management strategies. Expected costs were confined to the value of timber production losses plus costs for search and control. We simulated management strategies including (1) no control (NC), and control beginning as soon as the percentage of invaded forest land exceeded (2) 60 (Low Control), (3) 25 (Medium Control), or (4) 0 (High Control) using a spatially-explicit, stochastic, bioeconomic model. With NC, simulated invasions spread northward and westward into Arkansas and along the Gulf of Mexico to occupy ≈1.2 million hectares within 20 years, with associated expected total costs increasing exponentially to ≈$300 million. With LC, MC, and HC, invaded areas reached ≈275, 34, and 2 thousand hectares after 20 years, respectively, with associated expected costs reaching ≈$400, $230, and $200 million. Complete eradication would not be cost-effective; the minimum expected total cost was achieved when control began as soon as the percentage of invaded land exceeded 5%. These results suggest the importance of early detection and control of Chinese tallow, and emphasize the importance of integrating spread dynamics and economics to manage invasive species.

Integrating Spread Dynamics and Economics of Timber Production to Manage Chinese Tallow Invasions in Southern U.S. Forestlands

PubMed Central

Wang, Hsiao-Hsuan; Grant, William E.; Gan, Jianbang; Rogers, William E.; Swannack, Todd M.; Koralewski, Tomasz E.; Miller, James H.; Taylor, John W.

2012-01-01

Economic costs associated with the invasion of nonnative species are of global concern. We estimated expected costs of Chinese tallow (Triadica sebifera (L.) Small) invasions related to timber production in southern U.S. forestlands under different management strategies. Expected costs were confined to the value of timber production losses plus costs for search and control. We simulated management strategies including (1) no control (NC), and control beginning as soon as the percentage of invaded forest land exceeded (2) 60 (Low Control), (3) 25 (Medium Control), or (4) 0 (High Control) using a spatially-explicit, stochastic, bioeconomic model. With NC, simulated invasions spread northward and westward into Arkansas and along the Gulf of Mexico to occupy ≈1.2 million hectares within 20 years, with associated expected total costs increasing exponentially to ≈$300 million. With LC, MC, and HC, invaded areas reached ≈275, 34, and 2 thousand hectares after 20 years, respectively, with associated expected costs reaching ≈$400, $230, and $200 million. Complete eradication would not be cost-effective; the minimum expected total cost was achieved when control began as soon as the percentage of invaded land exceeded 5%. These results suggest the importance of early detection and control of Chinese tallow, and emphasize the importance of integrating spread dynamics and economics to manage invasive species. PMID:22442731

Batelle Energy Alliance, LLC (BEA) 2014 Annual report for Idaho National Laboratory (INL)

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

Alvarez, Juan; Allen, Todd

2014-10-01

This Fiscal Year (FY) 2014 annual report provides the Department of Energy (DOE) with BEA’s self-assessment of performance managing and operating the INL for the period ending September 30, 2014. After considering all of the information related to INL performance during the rating period against the Goals, Objectives and Notable Outcomes in the FY 2014 Performance Evaluation and Measurement Plan (PEMP), BEA believes it earned an overall grade closest to an A. The paragraphs below highlight how INL excelled in delivering innovative and impactful research across the three mission areas; how INL has successfully positioned itself for future growth andmore » sustainment; and how, through strong leadership, INL has set and implemented a strategic direction to ensure we meet and exceed the expectations of DOE and other customers. Attachments 1 through 5 provide additional detail on FY 2014 mission accomplishments, outline corporate contributions for success, highlight national and international awards and recognitions at the organization and individual levels, and describe the performance issues and challenges faced in FY 2014. • Attachment 1, “Self-Assessed PEMP Ratings” • Attachment 2, “INL Mission Accomplishments” • Attachment 3, “Battelle Energy Alliance, LLC Contributions to INL Success” • Attachment 4, “FY 2014 Awards, Recognition, Professional Roles and Certifications” • Attachment 5, “Performance Issues and Challenges.”« less

Ports in a storm.

PubMed

Sharma, Dinesh C

2006-04-01

In many parts of the world, shipping-related emissions have already exceeded or are expected to soon exceed those from land-based sources. Shipping emissions can be reduced substantially by using some of the same technologies being applied to land-based sources, including cleaner engines and fuels, exhaust control methods, and operational modifications. Various ports are testing the feasibility of these mechanisms with varying degrees of success. What is perhaps most greatly needed is expedited creation of better regulations at all levels, from the International Maritime Organization to port city authorities.

Connected Traveler

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

2016-06-01

The Connected Traveler framework seeks to boost the energy efficiency of personal travel and the overall transportation system by maximizing the accuracy of predicted traveler behavior in response to real-time feedback and incentives. It is anticipated that this approach will establish a feedback loop that 'learns' traveler preferences and customizes incentives to meet or exceed energy efficiency targets by empowering individual travelers with information needed to make energy-efficient choices and reducing the complexity required to validate transportation system energy savings. This handout provides an overview of NREL's Connected Traveler project, including graphics, milestones, and contact information.

Evaluating space weather forecasts of geomagnetic activity from a user perspective

NASA Astrophysics Data System (ADS)

Thomson, A. W. P.

2000-12-01

Decision Theory can be used as a tool for discussing the relative costs of complacency and false alarms with users of space weather forecasts. We describe a new metric for the value of space weather forecasts, derived from Decision Theory. In particular we give equations for the level of accuracy that a forecast must exceed in order to be useful to a specific customer. The technique is illustrated by simplified example forecasts for global geomagnetic activity and for geophysical exploration and power grid management in the British Isles.

Using Heuristics for Supportability Analysis of Adaptive Weapon Systems in Combat

DTIC Science & Technology

2017-01-01

a n/a Customer Requirements Im p o rt an ce w ei g ht f ac to r F o rc e to o p en E xt er na l d im en si o ns C D p o si ti o ni ng f ea tu...usually include Contractor Logistics Support (CLS), and the contract structure normally incentivizes CLS to exceed the KPP Operational Readiness...adaptive baseline, a viable plan for maximizing availability and reducing costs would involve an early design effort for replacing contractor maintenance

Quality Dimensions of Internet Search Engines.

ERIC Educational Resources Information Center

Xie, M.; Wang, H.; Goh, T. N.

1998-01-01

Reviews commonly used search engines (AltaVista, Excite, infoseek, Lycos, HotBot, WebCrawler), focusing on existing comparative studies; considers quality dimensions from the customer's point of view based on a SERVQUAL framework; and groups these quality expectations in five dimensions: tangibles, reliability, responsiveness, assurance, and…

48 CFR 252.215-7002 - Cost estimating system requirements.

Code of Federal Regulations, 2012 CFR

2012-10-01

... customers in the expectation of receiving contract awards. Estimating system includes the Contractor's— (1... and managerial reviews; (4) Flow of work, coordination, and communication; and (5) Budgeting, planning... for disagreeing. (3) The Contracting Officer will evaluate the Contractor's response and notify the...

Marketing: Educators New Buzz Word.

ERIC Educational Resources Information Center

Cotoia, Anthony M.

Many concerned academic administrators are turning to marketing as the cure for shrinking enrollments. These administrators often have unrealistic expectations of what marketing techniques can achieve. Marketing cannot cover up for programs of poor quality, create customers in an over-harvested market, or overcome high attrition when students…

The sales learning curve.

PubMed

Leslie, Mark; Holloway, Charles A

2006-01-01

When a company launches a new product into a new market, the temptation is to immediately ramp up sales force capacity to gain customers as quickly as possible. But hiring a full sales force too early just causes the firm to burn through cash and fail to meet revenue expectations. Before it can sell an innovative product efficiently, the entire organization needs to learn how customers will acquire and use it, a process the authors call the sales learning curve. The concept of a learning curve is well understood in manufacturing. Employees transfer knowledge and experience back and forth between the production line and purchasing, manufacturing, engineering, planning, and operations. The sales learning curve unfolds similarly through the give-and-take between the company--marketing, sales, product support, and product development--and its customers. As customers adopt the product, the firm modifies both the offering and the processes associated with making and selling it. Progress along the manufacturing curve is measured by tracking cost per unit: The more a firm learns about the manufacturing process, the more efficient it becomes, and the lower the unit cost goes. Progress along the sales learning curve is measured in an analogous way: The more a company learns about the sales process, the more efficient it becomes at selling, and the higher the sales yield. As the sales yield increases, the sales learning process unfolds in three distinct phases--initiation, transition, and execution. Each phase requires a different size--and kind--of sales force and represents a different stage in a company's production, marketing, and sales strategies. Adjusting those strategies as the firm progresses along the sales learning curve allows managers to plan resource allocation more accurately, set appropriate expectations, avoid disastrous cash shortfalls, and reduce both the time and money required to turn a profit.

Urban-rural migration: uncertainty and the effect of a change in the minimum wage.

PubMed

Ingene, C A; Yu, E S

1989-01-01

"This paper extends the neoclassical, Harris-Todaro model of urban-rural migration to the case of production uncertainty in the agricultural sector. A unique feature of the Harris-Todaro model is an exogenously determined minimum wage in the urban sector that exceeds the rural wage. Migration occurs until the rural wage equals the expected urban wage ('expected' due to employment uncertainty). The effects of a change in the minimum wage upon regional outputs, resource allocation, factor rewards, expected profits, and expected national income are explored, and the influence of production uncertainty upon the obtained results are delineated." The geographical focus is on developing countries. excerpt

New mission requirements methodologies for services provided by the Office of Space Communications

NASA Technical Reports Server (NTRS)

Holmes, Dwight P.; Hall, J. R.; Macoughtry, William; Spearing, Robert

1993-01-01

The Office of Space Communications, NASA Headquarters, has recently revised its methodology for receiving, accepting and responding to customer requests for use of that office's tracking and communications capabilities. This revision is the result of a process which has become over-burdened by the size of the currently active and proposed missions set, requirements reviews that focus on single missions rather than on mission sets, and negotiations most often not completed early enough to effect needed additions to capacity or capability prior to launch. The requirements-coverage methodology described is more responsive to project/program needs and provides integrated input into the NASA budget process early enough to effect change, and describes the mechanisms and tools in place to insure a value-added process which will benefit both NASA and its customers. Key features of the requirements methodology include the establishment of a mechanism for early identification of and systems trades with new customers, and delegates the review and approval of requirements documents to NASA centers in lieu of Headquarters, thus empowering the system design teams to establish and negotiate the detailed requirements with the user. A Mission Requirements Request (MRR) is introduced to facilitate early customer interaction. The expected result is that the time to achieve an approved set of implementation requirements which meet the customer's needs can be greatly reduced. Finally, by increasing the discipline in requirements management, through the use of base lining procedures, a tighter coupling between customer requirements and the budget is provided. A twice-yearly projection of customer requirements accommodation, designated as the Capacity Projection Plan (CPP), provides customer feedback allowing the entire mission set to be serviced.

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

PubMed

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

2012-01-01

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

It Takes Two to Tango: Customization and Standardization as Colluding Logics in Healthcare Comment on "(Re) Making the Procrustean Bed Standardization and Customization as Competing Logics in Healthcare".

PubMed

Greenfield, David; Eljiz, Kathy; Butler-Henderson, Kerryn

2017-06-28

The healthcare context is characterized with new developments, technologies, ideas and expectations that are continually reshaping the frontline of care delivery. Mannion and Exworthy identify two key factors driving this complexity, 'standardization' and 'customization,' and their apparent resulting paradox to be negotiated by healthcare professionals, managers and policy makers. However, while they present a compelling argument an alternative viewpoint exists. An analysis is presented that shows instead of being 'competing' logics in healthcare, standardization and customization are long standing 'colluding' logics. Mannion and Exworthy's call for further sustained work to understand this complex, contested space is endorsed, noting that it is critical to inform future debates and service decisions. © 2018 The Author(s); Published by Kerman University of Medical Sciences. This is an open-access article distributed under the terms of the Creative Commons Attribution License (http://creativecommons.org/licenses/by/4.0), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

48 CFR 252.215-7002 - Cost estimating system requirements.

Code of Federal Regulations, 2010 CFR

2010-10-01

... costs and other data included in proposals submitted to customers in the expectation of receiving... lines of authority, duties, and responsibilities; (3) Internal controls and managerial reviews; (4) Flow... Contractor shall, within 30 days, state its rationale for disagreeing. (2) The ACO will evaluate the...

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.…

The Evolution of ICT Markets: An Agent-Based Model on Complex Networks

NASA Astrophysics Data System (ADS)

Zhao, Liangjie; Wu, Bangtao; Chen, Zhong; Li, Li

Information and communication technology (ICT) products exhibit positive network effects.The dynamic process of ICT markets evolution has two intrinsic characteristics: (1) customers are influenced by each others’ purchasing decision; (2) customers are intelligent agents with bounded rationality.Guided by complex systems theory, we construct an agent-based model and simulate on complex networks to examine how the evolution can arise from the interaction of customers, which occur when they make expectations about the future installed base of a product by the fraction of neighbors who are using the same product in his personal network.We demonstrate that network effects play an important role in the evolution of markets share, which make even an inferior product can dominate the whole market.We also find that the intensity of customers’ communication can influence whether the best initial strategy for firms is to improve product quality or expand their installed base.

Grid Data Management and Customer Demands at MeteoSwiss

NASA Astrophysics Data System (ADS)

Rigo, G.; Lukasczyk, Ch.

2010-09-01

Data grids constitute the required input form for a variety of applications. Therefore, customers increasingly expect climate services to not only provide measured data, but also grids of these with the required configurations on an operational basis. Currently, MeteoSwiss is establishing a production chain for delivering data grids by subscription directly from the data warehouse in order to meet the demand for precipitation data grids by governmental, business and science customers. The MeteoSwiss data warehouse runs on an Oracle database linked with an ArcGIS Standard edition geodatabase. The grids are produced by Unix-based software written in R called GRIDMCH which extracts the station data from the data warehouse and stores the files in the file system. By scripts, the netcdf-v4 files are imported via an FME interface into the database. Currently daily and monthly deliveries of daily precipitation grids are available from MeteoSwiss with a spatial resolution of 2.2km x 2.2km. These daily delivered grids are a preliminary based on 100 measuring sites whilst the grid of the monthly delivery of daily sums is calculated out of about 430 stations. Crucial for the absorption by the customers is the understanding of and the trust into the new grid product. Clearly stating needs which can be covered by grid products, the customers require a certain lead time to develop applications making use of the particular grid. Therefore, early contacts and a continuous attendance as well as flexibility in adjusting the production process to fulfill emerging customer needs are important during the introduction period. Gridding over complex terrain can lead to temporally elevated uncertainties in certain areas depending on the weather situation and coverage of measurements. Therefore, careful instructions on the quality and use and the possibility to communicate the uncertainties of gridded data proofed to be essential especially to the business and science customers who require near-real-time datasets to build up trust in the product in different applications. The implementation of a new method called RSOI for the daily production allowed to bring the daily precipitation field up to the expectations of customers. The main use of the grids were near-realtime and past event analysis in areas scarcely covered with stations, and inputs for forecast tools and models. Critical success factors of the product were speed of delivery and at the same time accuracy, temporal and spatial resolution, and configuration (coordinate system, projection). To date, grids of archived precipitation data since 1961 and daily/monthly precipitation gridsets with 4h-delivery lag of Switzerland or subareas are available.

The "doctor-customer" relationship: Hippocrates in the modern marketplace.

PubMed

Mulhall, Kevin J; Ahmed, Aftab; Masterson, Eric

2002-01-01

We performed a consecutive survey of 100 people presenting to a hospital injury clinic to ascertain their attitude to terminology currently used to describe them in our own institution and in the international literature. The results of this demonstrated that the subjects significantly preferred the traditional assignation "patient" rather than terms such as client or customer. This finding reflects the need to remember peoples' attitudes and expectations from their consultation with their doctor. Although business models undoubtedly help in the provision of an efficient health care service, remaining at the centre of this encounter is a doctor-patient relationship that involves a more complex interaction than simply a market transaction.

Global biomass production potentials exceed expected future demand without the need for cropland expansion

PubMed Central

Mauser, Wolfram; Klepper, Gernot; Zabel, Florian; Delzeit, Ruth; Hank, Tobias; Putzenlechner, Birgitta; Calzadilla, Alvaro

2015-01-01

Global biomass demand is expected to roughly double between 2005 and 2050. Current studies suggest that agricultural intensification through optimally managed crops on today's cropland alone is insufficient to satisfy future demand. In practice though, improving crop growth management through better technology and knowledge almost inevitably goes along with (1) improving farm management with increased cropping intensity and more annual harvests where feasible and (2) an economically more efficient spatial allocation of crops which maximizes farmers' profit. By explicitly considering these two factors we show that, without expansion of cropland, today's global biomass potentials substantially exceed previous estimates and even 2050s' demands. We attribute 39% increase in estimated global production potentials to increasing cropping intensities and 30% to the spatial reallocation of crops to their profit-maximizing locations. The additional potentials would make cropland expansion redundant. Their geographic distribution points at possible hotspots for future intensification. PMID:26558436

Global biomass production potentials exceed expected future demand without the need for cropland expansion.

PubMed

Mauser, Wolfram; Klepper, Gernot; Zabel, Florian; Delzeit, Ruth; Hank, Tobias; Putzenlechner, Birgitta; Calzadilla, Alvaro

2015-11-12

Global biomass demand is expected to roughly double between 2005 and 2050. Current studies suggest that agricultural intensification through optimally managed crops on today's cropland alone is insufficient to satisfy future demand. In practice though, improving crop growth management through better technology and knowledge almost inevitably goes along with (1) improving farm management with increased cropping intensity and more annual harvests where feasible and (2) an economically more efficient spatial allocation of crops which maximizes farmers' profit. By explicitly considering these two factors we show that, without expansion of cropland, today's global biomass potentials substantially exceed previous estimates and even 2050s' demands. We attribute 39% increase in estimated global production potentials to increasing cropping intensities and 30% to the spatial reallocation of crops to their profit-maximizing locations. The additional potentials would make cropland expansion redundant. Their geographic distribution points at possible hotspots for future intensification.

Meeting The Joint Commission's Dose Incident Identification and External Benchmarking Requirements Using the ACR's Dose Index Registry.

PubMed

Bohl, Michael A; Goswami, Roopa; Strassner, Brett; Stanger, Paula

2016-08-01

The purpose of this investigation was to evaluate the potential of using the ACR's Dose Index Registry(®) to meet The Joint Commission's requirements to identify incidents in which the radiation dose index from diagnostic CT examinations exceeded the protocol's expected dose index range. In total, 10,970 records in the Dose Index Registry were statistically analyzed to establish both an upper and lower expected dose index for each protocol. All 2015 studies to date were then retrospectively reviewed to identify examinations whose total examination dose index exceeded the protocol's defined upper threshold. Each dose incident was then logged and reviewed per the new Joint Commission requirements. Facilities may leverage their participation in the ACR's Dose Index Registry to fully meet The Joint Commission's dose incident identification review and external benchmarking requirements. Copyright © 2016 American College of Radiology. Published by Elsevier Inc. All rights reserved.

Supply Chain Collaboration Alternatives: Understanding the Expected Costs and Benefits.

ERIC Educational Resources Information Center

McLaren, Tim; Head, Milena; Yuan, Yufei

2002-01-01

Discusses collaboration as a recent trend in supply chain management (SCM) that focuses on joint planning, coordination, and process integration between suppliers, customers, and other partners in a supply chain. Analyzes alternative information systems approaches for supporting collaborative SCM, including phone, fax, or email systems; Web-based…

The Management Development Needs of Front-Line Managers: Voices from the Field.

ERIC Educational Resources Information Center

Longenecker, Clinton O.; Neubert, Mitchell

2003-01-01

A survey of 524 managers identified key practices to improve performance in a changing environment: clarifying roles, goals, and expectations; ongoing performance evaluation, feedback, and coaching; mentoring; challenging assignments; formal career planning; customer contact; cross-training; and 360-degree feedback. (Contains 31 references.) (SK)

Outcomes on the Line. Auto Manufacturer Explains Why Businesses Demand Student Performance.

ERIC Educational Resources Information Center

Hayes, William

1994-01-01

An administrator of Honda of America suggests that the ability to function as part of a team and to communicate effectively are crucial skills needed in today's workplace. Indicates that employers' primary concern is that new workers meet customer expectations through the mastery of skills. (JOW)

Healthcare Leaders' Intention to Serve as Organizational Teachers

ERIC Educational Resources Information Center

Aggarwal, Sushma Kumari

2014-01-01

Today's organizational leaders are expected to actively participate and facilitate learning. A highly engaged and knowledgeable workforce, inspired by leaders, may increase the quality of service, and aid in maintaining and attracting loyal employees and customers. These leaders are now being asked to serve as organizational teachers. However,…

77 FR 28893 - Intent To Request Approval From OMB of One New Public Collection of Information: Generic...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-05-16

... that justify the proposed sample size, the expected response rate, methods for assessing potential non... Qualitative Feedback on Agency Service Delivery AGENCY: Transportation Security Administration, DHS. ACTION... collection activity provides a means to gather qualitative customer and stakeholder feedback in an efficient...

Development of Measures of Success for Corporate Level Air Force Acquisition Initiatives

DTIC Science & Technology

2006-04-30

initiative. Customer satisfaction is described as the extent to which a process or product meets a customer’s expectations ( Kotler and Armstrong ...ADA366787). Kotler , P. and G. Armstrong . Principles of Marketing (9th Edition). Upper Saddle River NJ: Prentice Hall, 2001. Lambert, D. and T

Development of Measures of Success for Corporate Level Air Force Acquisition Initiatives

DTIC Science & Technology

2004-03-01

has failed. Customer satisfaction is described as the extent to which a process or product meets a customer’s expectations ( Kotler and Armstrong ...ADA366787). Kotler , P. and G. Armstrong . Principles of Marketing (9th Edition). Upper Saddle River NJ: Prentice Hall, 2001. Lambert, D. and T

48 CFR 252.215-7002 - Cost estimating system requirements.

Code of Federal Regulations, 2011 CFR

2011-10-01

... Department of Defense to rely upon information produced by the system that is needed for management purposes... management systems; and (4) Is subject to applicable financial control systems. Estimating system means the... estimates of costs and other data included in proposals submitted to customers in the expectation of...

TQM--Will It Work in Your Library?

ERIC Educational Resources Information Center

Butcher, Karyle

Scarce resources, changing customer expectation, and the changing role of top management are all factors that have contributed to the implementation of total quality management (TQM) in libraries. Instructional articles, conferences, and videos can alleviate some concerns of cost and time commitment. Many libraries already practice some of 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…

Disconfirmation Theory: An Approach to Student Satisfaction Assessment in Higher Education.

ERIC Educational Resources Information Center

Franklin, Kathy Kramer; Shemwell, Donald W.

This study investigated student satisfaction at a comprehensive regional university using a questionnaire grounded in the disconfirmation theory of customer satisfaction. A total of 165 students enrolled in business courses were surveyed at the beginning of the semester regarding their expectations of the university, with 104 students completing…

Microgravity electrophoresis: A study of the factors that affect free-fluid separation

NASA Technical Reports Server (NTRS)

1985-01-01

Electrophoresis experiments have been performed in the microgravity environment of the Space Shuttle. Test particles (fixed human and rabbit erythrocytes) migrated as expected in a static column and test macromolecules (human serum albumin, ovalbumin, hemoglobin A, and Pneumococcus polysaccharide 6B) migrated as expected in a continuous flow apparatus. The concentrations studied exceeded those that can be used in free-fluid separation and purification processes at unit gravity.

The power of product integrity.

PubMed

Clark, K B; Fujimoto, T

1990-01-01

In the dictionary, integrity means wholeness, completeness, soundness. In products, integrity is the source of sustainable competitive advantage. Products with integrity perform superbly, provide good value, and satisfy customers' expectations in every respect, including such intangibles as their look and feel. Consider this example from the auto industry. In 1987, Mazda put a racy four-wheel steering system in a five-door family hatchback. Honda introduced a comparable system in the Prelude, a sporty, two-door coupe. Most of Honda's customers installed the new technology; Mazda's system sold poorly. Potential customers felt the fit--or misfit--between the car and the new component, and they responded accordingly. Companies that consistently develop products with integrity are coherent, integrated organizations. This internal integrity is visible at the level of strategy and structure, in management and organization, and in the skills, attitudes, and behavior of individual designers, engineers, and operators. Moreover, these companies are integrated externally: customers become part of the development organization. Integrity starts with a product concept that describes the new product from the potential customer's perspective--"pocket rocket" for a sporty, subcompact car, for example. Whether the final product has integrity will depend on two things: how well the concept satisfies potential customers' wants and needs and how completely the concept has been embodied in the product's details. In the most successful development organizations, "heavyweight" product managers are responsible for leading both tasks, as well as for guiding the creation of a strong product concept.

[A survey on the contents of nutrient and nutrition in the orderings of customers when eating at three restaurants in Beijing].

PubMed

Liang, Baojing; Zhao, Nanxi; Li, Liming; Lyu, Jun

2016-04-01

To study the median nutrient content of customers' ordering in the restaurants in Beijing. The median contents of nutrients regarding ordering/per person from the customers were estimated, via combining the nutrient content of menu offering. Data, based on all weights of ingredients and Chinese food composition with all the ordered records from customers, was collected within a set period of time, from 2011 to 2013. Nutrition status was then estimated, under the Nutrient-Rich Foods (NRF). The median energy intake reached 4 973.9 (P25-P75: 3 575.6-6 971.0) kJ and 88.2% of the tables were exceeding the recommended energy limits, respectively, with 3 347.2 kJ for lunch and 2 510.4 kJ for dinner. Data was gathered from three restaurants in Beijing. In all the three restaurants, the median nutrient contents appeared 70% outnumbered the daily value of fat and cholesterol. The median sodium contents (87.9%) were also over the standard set for sodium adequate intake. In addition, the median nutrition on fibers, calcium, vitamin A, vitamin C and vitamin E were far below the recommended nutritional intakes (RNI), in the ordering. For NRF9.3, the Wenzhou restaurant showed the highest score (5.50) but the restaurant in Yunnan appeared the lowest (2.26), with difference statistically significant (P<0.001). Eating-out habit ended in taking low nutrition with higher limited nutrients, but with low recommended nutrients, when compared to the recommended Chinese Dietary Reference Intake.

Adding a custom made pressure release valve during air enema for intussusception: A new technique.

PubMed

Ahmed, Hosni Morsi; Ahmed, Osama; Ahmed, Refaat Khodary

2015-01-01

Non-surgical reduction remains the first line treatment of choice for intussusception. The major complication of air enema reduction is bowel perforation. The authors developed a custom made pressure release valve to be added to portable insufflation devices, delivering air at pressures accepted as safe for effective reduction of intussusception in children under fluoroscopic guidance. The aim of this study was to develop a custom made pressure release valve that is suitable for the insufflation devices used for air enema reduction of intussusception and to put this valve into regular clinical practice. An adjustable, custom made pressure release valve was assembled by the authors using readily available components. The valve was coupled to a simple air enema insufflation device. The device was used for the trial of reduction of intussusception in a prospective study that included 132 patients. The success rate for air enema reduction with the new device was 88.2%. The mean pressure required to achieve complete reduction was 100 mmHg. The insufflation pressure never exceeded the preset value (120 mmHg). Of the successful cases, 58.3% were reduced from the first attempt while 36.1% required a second insufflation. Only 5.55% required a third insufflation to complete the reduction. In cases with unsuccessful pneumatic reduction attempt (18.1%), surgical treatment was required. Surgery ranged from simple reduction to resection with a primary end to end anastomosis. No complications from air enema were recorded. The authors recommend adding pressure release valves to ensure safety by avoiding pressure overshoot during the procedure.

Customization, control, and characterization of a commercial haptic device for high-fidelity rendering of weak forces.

PubMed

Gurari, Netta; Baud-Bovy, Gabriel

2014-09-30

The emergence of commercial haptic devices offers new research opportunities to enhance our understanding of the human sensory-motor system. Yet, commercial device capabilities have limitations which need to be addressed. This paper describes the customization of a commercial force feedback device for displaying forces with a precision that exceeds the human force perception threshold. The device was outfitted with a multi-axis force sensor and closed-loop controlled to improve its transparency. Additionally, two force sensing resistors were attached to the device to measure grip force. Force errors were modeled in the frequency- and time-domain to identify contributions from the mass, viscous friction, and Coulomb friction during open- and closed-loop control. The effect of user interaction on system stability was assessed in the context of a user study which aimed to measure force perceptual thresholds. Findings based on 15 participants demonstrate that the system maintains stability when rendering forces ranging from 0-0.20 N, with an average maximum absolute force error of 0.041 ± 0.013 N. Modeling the force errors revealed that Coulomb friction and inertia were the main contributors to force distortions during respectively slow and fast motions. Existing commercial force feedback devices cannot render forces with the required precision for certain testing scenarios. Building on existing robotics work, this paper shows how a device can be customized to make it reliable for studying the perception of weak forces. The customized and closed-loop controlled device is suitable for measuring force perceptual thresholds. Copyright © 2014 Elsevier B.V. All rights reserved.

Mineral resource of the month: Iron and steel

USGS Publications Warehouse

Fenton, Michael D.

2014-01-01

Since 2008, steelmaking capacity has greatly exceeded apparent steel consumption, primarily as a result of China’s rapid economic expansion and rapidly increasing capacity. This has resulted in an influx of steel products into the United States and other steelmaking countries that already have excess capacity. Demand by China’s steelmakers has also driven unprecedented increases in the prices of iron ore and metallurgical coal. In the short term, steelmaking capacity, globally and especially in China, is expected to continue to exceed steel consumption, with steel prices and production costs remaining stable.

The Wang Landau parallel algorithm for the simple grids. Optimizing OpenMPI parallel implementation

NASA Astrophysics Data System (ADS)

Kussainov, A. S.

2017-12-01

The Wang Landau Monte Carlo algorithm to calculate density of states for the different simple spin lattices was implemented. The energy space was split between the individual threads and balanced according to the expected runtime for the individual processes. Custom spin clustering mechanism, necessary for overcoming of the critical slowdown in the certain energy subspaces, was devised. Stable reconstruction of the density of states was of primary importance. Some data post-processing techniques were involved to produce the expected smooth density of states.

Measurement of satellite PCS fading using GPS

NASA Technical Reports Server (NTRS)

Vogel, Wolfhard J.; Torrence, Geoffrey W.

1995-01-01

A six-channel commercial GPS receiver with a custom-made 40 deg tilted, rotating antenna has been assembled to make fade measurements for personal satellite communications. The system can measure up to two times per minute fades of up to 15 dB in the direction of each tracked satellite from 10 to 90 deg elevation. Photographic fisheye lens images were used to categorize the fade data obtained in several test locations according to fade states of clear, shadowed, or blocked. Multipath effects in the form of annular rings can be observed when most of the sky is clear. Tree fading by a Pecan exceeding 3.5 dB and 12 dB at 50 to 10 percent probability, respectively, compared with median fades of 7.5 dB measured earlier and the discrepancy is attributed to the change in ratio when measuring over an area as opposed to along a line. Data acquired inside buildings revealed 'rf-leaky' ceilings. Satellite diversity gain in a shadowed environment exceeded 6 dB at the 10 percent probability.

Measurement of satellite PCS fading using GPS

NASA Astrophysics Data System (ADS)

Vogel, Wolfhard J.; Torrence, Geoffrey W.

1995-08-01

A six-channel commercial GPS receiver with a custom-made 40 deg tilted, rotating antenna has been assembled to make fade measurements for personal satellite communications. The system can measure up to two times per minute fades of up to 15 dB in the direction of each tracked satellite from 10 to 90 deg elevation. Photographic fisheye lens images were used to categorize the fade data obtained in several test locations according to fade states of clear, shadowed, or blocked. Multipath effects in the form of annular rings can be observed when most of the sky is clear. Tree fading by a Pecan exceeding 3.5 dB and 12 dB at 50 to 10 percent probability, respectively, compared with median fades of 7.5 dB measured earlier and the discrepancy is attributed to the change in ratio when measuring over an area as opposed to along a line. Data acquired inside buildings revealed 'rf-leaky' ceilings. Satellite diversity gain in a shadowed environment exceeded 6 dB at the 10 percent probability.

Radiative heat transfer exceeding the blackbody limit between macroscale planar surfaces separated by a nanosize vacuum gap

NASA Astrophysics Data System (ADS)

Bernardi, Michael P.; Milovich, Daniel; Francoeur, Mathieu

2016-09-01

Using Rytov's fluctuational electrodynamics framework, Polder and Van Hove predicted that radiative heat transfer between planar surfaces separated by a vacuum gap smaller than the thermal wavelength exceeds the blackbody limit due to tunnelling of evanescent modes. This finding has led to the conceptualization of systems capitalizing on evanescent modes such as thermophotovoltaic converters and thermal rectifiers. Their development is, however, limited by the lack of devices enabling radiative transfer between macroscale planar surfaces separated by a nanosize vacuum gap. Here we measure radiative heat transfer for large temperature differences (~120 K) using a custom-fabricated device in which the gap separating two 5 × 5 mm2 intrinsic silicon planar surfaces is modulated from 3,500 to 150 nm. A substantial enhancement over the blackbody limit by a factor of 8.4 is reported for a 150-nm-thick gap. Our device paves the way for the establishment of novel evanescent wave-based systems.

Oxygen and Carbon Dioxide Fluxes from Barley Shoots Depend on Nitrate Assimilation 1

PubMed Central

Bloom, Arnold J.; Caldwell, Richard M.; Finazzo, John; Warner, Robert L.; Weissbart, Joseph

1989-01-01

A custom oxygen analyzer in conjunction with an infrared carbon dioxide analyzer and humidity sensors permitted simultaneous measurements of oxygen, carbon dioxide, and water vapor fluxes from the shoots of intact barley plants (Hordeum vulgare L. cv Steptoe). The oxygen analyzer is based on a calciazirconium sensor and can resolve concentration differences to within 2 microliters per liter against the normal background of 210,000 microliters per liter. In wild-type plants receiving ammonium as their sole nitrogen source or in nitrate reductase-deficient mutants, photosynthetic and respiratory fluxes of oxygen equaled those of carbon dioxide. By contrast, wild-type plants exposed to nitrate had unequal oxygen and carbon dioxide fluxes: oxygen evolution at high light exceeded carbon dioxide consumption by 26% and carbon dioxide evolution in the dark exceeded oxygen consumption by 25%. These results indicate that a substantial portion of photosynthetic electron transport or respiration generates reductant for nitrate assimilation rather than for carbon fixation or mitochondrial electron transport. PMID:16667024

Choices in recreational water quality monitoring: new opportunities and health risk trade-offs.

PubMed

Nevers, Meredith B; Byappanahalli, Muruleedhara N; Whitman, Richard L

2013-04-02

With the recent release of new recreational water quality monitoring criteria, there are more options for regulatory agencies seeking to protect beachgoers from waterborne pathogens. Included are methods that can reduce analytical time, providing timelier estimates of water quality, but the application of these methods has not been examined at most beaches for expectation of health risk and management decisions. In this analysis, we explore health and monitoring outcomes expected at Lake Michigan beaches using protocols for indicator bacteria including culturable Escherichia coli (E. coli; EC), culturable enterococci (ENT), and enterococci as analyzed by qPCR (QENT). Correlations between method results were generally high, except at beaches with historically high concentrations of EC. The "beach action value" was exceeded most often when using EC or ENT as the target indicator; QENT exceeded the limit far less frequently. Measured water quality between years was varied. Although methods with equivalent health expectation have been established, the lack of relationship among method outcomes and annual changes in mean indicator bacteria concentrations complicates the decision-making process. The monitoring approach selected by beach managers may be a combination of available tools that maximizes timely health protection, cost efficiency, and collaboration among beach jurisdictions.

Choices in recreational water quality monitoring: new opportunities and health risk trade-offs

USGS Publications Warehouse

Nevers, Meredith B.; Byappanahalli, Muruleedhara N.; Whitman, Richard L.

2013-01-01

With the recent release of new recreational water quality monitoring criteria, there are more options for regulatory agencies seeking to protect beachgoers from waterborne pathogens. Included are methods that can reduce analytical time, providing timelier estimates of water quality, but the application of these methods has not been examined at most beaches for expectation of health risk and management decisions. In this analysis, we explore health and monitoring outcomes expected at Lake Michigan beaches using protocols for indicator bacteria including culturable Escherichia coli (E. coli; EC), culturable enterococci (ENT), and enterococci as analyzed by qPCR (QENT). Correlations between method results were generally high, except at beaches with historically high concentrations of EC. The “beach action value” was exceeded most often when using EC or ENT as the target indicator; QENT exceeded the limit far less frequently. Measured water quality between years was varied. Although methods with equivalent health expectation have been established, the lack of relationship among method outcomes and annual changes in mean indicator bacteria concentrations complicates the decision-making process. The monitoring approach selected by beach managers may be a combination of available tools that maximizes timely health protection, cost efficiency, and collaboration among beach jurisdictions.

Fabrication of custom-shaped grafts for cartilage regeneration.

PubMed

Koo, Seungbum; Hargreaves, Brian A; Gold, Garry E; Dragoo, Jason L

2010-10-01

to create a custom-shaped graft through 3D tissue shape reconstruction and rapid-prototype molding methods using MRI data, and to test the accuracy of the custom-shaped graft against the original anatomical defect. An iatrogenic defect on the distal femur was identified with a 1.5 Tesla MRI and its shape was reconstructed into a three-dimensional (3D) computer model by processing the 3D MRI data. First, the accuracy of the MRI-derived 3D model was tested against a laser-scan based 3D model of the defect. A custom-shaped polyurethane graft was fabricated from the laser-scan based 3D model by creating custom molds through computer aided design and rapid-prototyping methods. The polyurethane tissue was laser-scanned again to calculate the accuracy of this process compared to the original defect. The volumes of the defect models from MRI and laser-scan were 537 mm3 and 405 mm3, respectively, implying that the MRI model was 33% larger than the laser-scan model. The average (±SD) distance deviation of the exterior surface of the MRI model from the laser-scan model was 0.4 ± 0.4 mm. The custom-shaped tissue created from the molds was qualitatively very similar to the original shape of the defect. The volume of the custom-shaped cartilage tissue was 463 mm3 which was 15% larger than the laser-scan model. The average (±SD) distance deviation between the two models was 0.04 ± 0.19 mm. This investigation proves the concept that custom-shaped engineered grafts can be fabricated from standard sequence 3-D MRI data with the use of CAD and rapid-prototyping technology. The accuracy of this technology may help solve the interfacial problem between native cartilage and graft, if the grafts are custom made for the specific defect. The major source of error in fabricating a 3D custom-shaped cartilage graft appears to be the accuracy of a MRI data itself; however, the precision of the model is expected to increase by the utilization of advanced MR sequences with higher magnet strengths.

Statistics of the radiated field of a space-to-earth microwave power transfer system

NASA Technical Reports Server (NTRS)

Stevens, G. H.; Leininger, G.

1976-01-01

Statistics such as average power density pattern, variance of the power density pattern and variance of the beam pointing error are related to hardware parameters such as transmitter rms phase error and rms amplitude error. Also a limitation on spectral width of the phase reference for phase control was established. A 1 km diameter transmitter appears feasible provided the total rms insertion phase errors of the phase control modules does not exceed 10 deg, amplitude errors do not exceed 10% rms, and the phase reference spectral width does not exceed approximately 3 kHz. With these conditions the expected radiation pattern is virtually the same as the error free pattern, and the rms beam pointing error would be insignificant (approximately 10 meters).

Strain hardening in startup shear of long-chain branched polymer solutions.

PubMed

Liu, Gengxin; Cheng, Shiwang; Lee, Hyojoon; Ma, Hongwei; Xu, Hongde; Chang, Taihyun; Quirk, Roderic P; Wang, Shi-Qing

2013-08-09

We show for the first time that entangled polymeric liquids containing long-chain branching can exhibit strain hardening upon startup shear. As the significant long-chain branching impedes chain disentanglement, Gaussian coils between entanglements can deform to reach the finite extensibility limit where the intrachain retraction force exceeds the value expected from the usual conformational entropy loss evaluated based on Gaussian chain statistics. The phenomenon is expected to lead to further theoretical understanding.

CSP - The 19th European Conference on Mathematics for Industry (ECMI 2016)

DTIC Science & Technology

2017-03-02

Quality physics in game cinematics. Conclusions Most significant advance reported The ECMI 2016 exceeded by far the expectations of the Organizing... games . 15. SUBJECT TERMS Industrial mathematics; numerical simulation ; optimization; modelling; innovation. 16. SECURITY CLASSIFICATION OF: 17

Wildfire Health and Economic Impacts Case Study###

EPA Science Inventory

Since 2008 eastern North Carolina experienced 6 major wildfires, far exceeding the historic 50 year expected rate of return. Initiated by the lighting strikes, these fires spread across multiple feet deep, dry and extremely vulnerable peat bogs. The fires produced massive amounts...

Separating Visuospatial from Visuomotor Coordination in Skill Estimation in Learning Disabled Children: The Eta-Mu Model.

PubMed

Aleci, Carlo; Piccoli, Marzia; Melotti, Valentina; Melis, Elena; Canavese, Lorenzo

2017-12-01

Purpose A model aimed at detecting the proportion of visuoperceptive and visuomotor coordination impairment in children with ascertained or suspected learning disability is described. The final purpose is to provide customized rehabilitation programs. Methods In this pilot study, four children (8-9 years) were administered a set of standardized tests to evaluate their ability to perform visuoperceptive and visuomotor tasks. Depending on the individual outcomes, two indexes have been computed from the resulting z-scores: η (Eta) that quantifies the visuoperceptive impairment, and μ (Mu) that expresses the alteration in visuomotor coordination. Results A condition of abnormality was evident in each patient: Subjects 1 and 3 suffered mainly from a visuoperceptive alteration (η higher than expected), while Subject 4 had reduced visuomotor coordination (μ higher than expected). Subject 2 showed balanced visuoperceptive and visuomotor impairment. Based on the obtained η and μ values, each child underwent a customized rehabilitation treatment, then they were examined again. At re-test, η or μ turned balanced and z-scores improved in the four patients. Conclusions The Eta/Mu model is effective in detecting the type of damage by quantifying the share of visuoperceptive and visuomotor coordination involvement in dyslexic children, allowing a customized rehabilitative approach. Such an approach, focused on treating the function found to be defective, appears to be effective in rebalancing individual visuomotor and visuoperceptive skills; it should, therefore, be taken into consideration when updating the rehabilitation plans of learning disabled children.

Pacific Northwest Storms Situation Report # 2

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

None

2006-12-16

Severe wind and snow storms hit the Pacific Northwest region on December 14 – 15, 2006 resulting in major power outagesin the region. The storm is now moving off into southern Canada. A new weather disturbance nearing the Northwest coast may generate a few rain and snow showers across the Seattle and Portland areas today, but widespread active weather is not expected. There are roughly 950,000 customers in the region (including Canada) without power as a result of the Pacific Northweststorms, down from a peak of 1.8 million customers. This represents about 26 percent of customers in affected utility servicemore » areas in Oregon and Washington. See table below. As of 12:30 PM EST, the Renton Control Center for the Olympic Pipeline (petroleum products) had power restored. The pipeline, serviced by Puget Sound Energy, was shut down after it lost power during the storm. According to a pipeline official, the pipeline is expected to restart in approximately 2-3 hours with some reduced throughput later today. SeaTac International Airport receives jet fuel from the pipeline; however, it’s been reported that the airport has approximately eight days of jet fuel inventories on hand. There are no reports of problems regarding fuel production. There are some temporary and minor distribution at retail gas stations due to lack of power. Fuel delivery is also slowed in some areas due to delays on some roads. ESF #12 has not been deployed« less

"I like the sound of that!" Wine descriptions influence consumers' expectations, liking, emotions and willingness to pay for Australian white wines.

PubMed

Danner, Lukas; Johnson, Trent E; Ristic, Renata; Meiselman, Herbert L; Bastian, Susan E P

2017-09-01

This study investigated how information, typically presented on wine back-labels or wine company websites, influences consumers' expected liking, informed liking, wine-evoked emotions and willingness to pay for Australian white wines. Regular white wine consumers (n=126) evaluated the same set of three commercially available white wines (mono-varietal Chardonnay, Riesling, Sauvignon Blanc) under three information levels. Session 1, blind tasting (no information provided) and Session 2, informed tasting (held at least 1week later) with both basic (sensory description of the wines) and elaborate (sensory plus high wine quality and favourable winery information) descriptions followed by liking, wine-evoked emotions (measured with the Australian Wine Evoked Emotions Lexicon (AWEEL)) and willingness to pay evaluations. Before tasting the wine in session 2, consumers also rated expected liking. Results showed that information level had a significant effect on all investigated variables. The elaborate information level evoked higher expectations before tasting the wines, plus resulted in higher liking ratings, elicitation of more intense positive (e.g. contented, happy and warm-hearted) and less intense negative emotions (e.g. embarrassed and unfulfilled), and a substantial increase in willingness to pay after tasting the wines compared to the blind condition, with the basic condition ranging in-between. These results were consistent across the three wine samples. Furthermore, if the liking rating after tasting the wines matched the expected liking or exceeded the expectations by 1 point on a 9-point hedonic scale, participants felt the most intense positive emotions and the least intense negative emotions. Whereas, if the expectations were not met or the actual liking exceeded the expectations by >2 points, participants felt less intense positive and more intense negative emotions. This highlights not only the importance of well written and accurate wine descriptions, but also that information can influence consumers' wine drinking experience and behaviour. Copyright © 2017 Elsevier Ltd. All rights reserved.

Changing the Concept and Measure of Service Quality in Academic Libraries.

ERIC Educational Resources Information Center

Nitecki, Danuta A.

1996-01-01

The diagnostic instrument SERVQUAL has been developed to measure customer expectations and perceptions of service. This article describes a study that investigated how applicable SERVQUAL is to academic libraries and how influential the study's findings might be in changing concepts of the management of academic library services. Two SERVQUAL…

Product costing guide for wood dimension and component manufacturers

Treesearch

Adrienn Andersch; Urs Buehlmann; Jeff Palmer; Janice K. Wiedenbeck; Steve Lawser

2014-01-01

The North American hardwood dimension and components industry plays a critical role in the hardwood forest products industry as the industry is a user of high-value hardwood lumber. Customer expectations, global markets, and international competition, however, require hardwood dimension and components manufacturers to continuously improve their ability to manage their...

The Mobile Worker in the Flexible Workplace. Trends and Issues Alert No. 10.

ERIC Educational Resources Information Center

Brown, Bettina Lankard

New information technologies, changing work force demographics, rising customer expectations, transnational companies, and cost pressures are altering traditional views of what constitutes a workplace and have given rise to a new trend: the mobile worker in the flexible workplace. Two factors promote acceptance of telework or telecommuting: (1)…

Brewing Service Quality in Higher Education: Characteristics of Ingredients that Make up the Recipe

ERIC Educational Resources Information Center

Yeo, Roland K.

2008-01-01

Purpose: The paper seeks to explore the influences of service quality in higher education and the perceptions associated with the implementation of a Singapore tertiary institution. It draws on the underpinnings of SERVQUAL, and discusses the dichotomy and interrelation between customer perception and expectation. Design/methodology/approach:…

Gender and Material Transfers between Older Parents and Children in Ismailia, Egypt

ERIC Educational Resources Information Center

Yount, Kathryn M.; Cunningham, Solveig A.; Engelman, Michal; Agree, Emily M.

2012-01-01

In Egypt, kin relations have been governed by a patriarchal contract, which defines expectations for intergenerational support along gendered lines. Social changes may be disrupting these customs and bringing attention to the ways gender may influence intergenerational support in rapidly changing contexts. Using data from 4,465 parent-child dyads…

Taking Your Library on the Road

ERIC Educational Resources Information Center

Weldon, Lorette S. J.

2009-01-01

Information professionals need to be reachable through email (through cell phones, laptops, Treos, and BlackBerries) and customers' questions have to be answered in "real time," meaning that once the question is sent, an answer is expected that moment. A library in a Google environment allows this to happen. It also allows the information…

Online Business Education in the Twenty-First Century: An Analysis of Potential Target Markets.

ERIC Educational Resources Information Center

Evans, Joel R.; Haase, Ilene M.

2001-01-01

Discusses the potential for online business education. Highlights include a background of distance education for higher education; the interest of corporate America in distance education; and results of a survey of Internet users that focused on potential customers for online business education and considered demographics, service expectations,…

The Effect of Online Reviews on Customer Satisfaction: An Expectation Disconfirmation Approach

ERIC Educational Resources Information Center

Picazo-Vela, Sergio

2010-01-01

During the last decade online retail sales have been growing constantly. This growth has been possible due to different factors like online reviews. Online reviews have been proven successful in predicting different variables like trust and sales in online settings; however, the impact of online reviews on other variables like customer…

Fostering Change in Organizational Culture Using a Critical Ethnographic Approach

ERIC Educational Resources Information Center

Brander, Rosemary A.; Paterson, Margo; Chan, Yolande E.

2012-01-01

Healthcare organizations are striving to meet legislated and public expectations to include patients as equal partners in their care, and research is needed to guide successful implementation and outcomes. The current research examined the meaning of customer service as related to the culture of care relationships within a Canadian hospital in…

Re-Engineering Academic Library Services: The Case of the Technical Knowledge Center & Library of Denmark.

ERIC Educational Resources Information Center

Bjoernshauge, Lars

The traditional mode of operation of academic libraries is in crisis due to a combination of zero growth funding, rapidly escalating pricing on information resources (especially scientific journals), necessary investments in technology and human resource development, and increasing customer expectations. These issues are addressed as they relate…

Gaining Leverage with Donors: The Giving Club Policy.

ERIC Educational Resources Information Center

Wilmoth, Dirk

1990-01-01

A review of sociological and economic literatures on gift making emphasizes aspects of giving club policy that can be manipulated to enhance donor response. A college might foster conditions for gift making as a social custom. However, economic theory suggests a donor surplus enables institutions to appeal for more giving than expected.…

Implementability of Benchmarking (Comparative) Technique in Sports Enterprises (Sample Elazig)

ERIC Educational Resources Information Center

Altungul, Oguzhan; Demirag, Resat

2017-01-01

Increasing competition in domestic and foreign markets in the globalizing world and increasing quality expectations of customers have led enterprises to develop and implement a range of different quality considerations in order to remain competitive or to increase competitive power. One of the most important of these approaches is called…

An Examination of Relationships between Psychosocial Satisfaction Scales in an Online Student Learning Environment

ERIC Educational Resources Information Center

Bookout, James Marshall, Jr.

2010-01-01

Research suggests that students who are satisfied with their learning experiences are typically successful and there is a fundamental theory that suggests if the expectations of students are achieved they will be return customers. This study examined the relationships between the psychosocial satisfaction scales in an online student learning…

78 FR 72151 - Proposed Collection; Comment Request on Information Collection Tools Relating to Using Omnibus...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-12-02

... satisfying experience with the Agency's programs. This feedback will provide insights into customer or stakeholder perceptions, experiences and expectations, provide an early warning of issues with service, or...) estimates of capital or start-up costs and costs of operation, maintenance, and purchase of services to...

IPS technologies in sales improvement in companies in Banja Luka, Bosnia and Herzegovina

NASA Astrophysics Data System (ADS)

Micic, Lj; Preradovic, D.

2018-01-01

Modern economy, in first order Retail sector, are introducing new and modern technologies which improve sales, communication with customers as well as marketing decision process. Retail sector is more and more oriented to technologies which improve not just communication with possible customers but also information gathering for better decision making process. Among those technologies special place is given to Indoor Positioning Systems (IPS) technologies, specialized technologies which are used for locating the people and objects but also their movement as well as for communication with clients in the store. These technologies follows customers in the store, follow their movement across, communicate with them about offers and promotions but also are base for predictive marketing of retail sector which has a goal to achieve „offer to customers what they look for and what they really need“. These technologies are in limited usage in Banja Luka area but potential for their use is present. There is no enough demand from retails industry but having in mind that these technologies are raising in modern economies as well as predictions and trends it is to be expected that those technologies will be implemented in retail sector in this region too.

Markovian queue optimisation analysis with an unreliable server subject to working breakdowns and impatient customers

NASA Astrophysics Data System (ADS)

Liou, Cheng-Dar

2015-09-01

This study investigates an infinite capacity Markovian queue with a single unreliable service station, in which the customers may balk (do not enter) and renege (leave the queue after entering). The unreliable service station can be working breakdowns even if no customers are in the system. The matrix-analytic method is used to compute the steady-state probabilities for the number of customers, rate matrix and stability condition in the system. The single-objective model for cost and bi-objective model for cost and expected waiting time are derived in the system to fit in with practical applications. The particle swarm optimisation algorithm is implemented to find the optimal combinations of parameters in the pursuit of minimum cost. Two different approaches are used to identify the Pareto optimal set and compared: the epsilon-constraint method and non-dominate sorting genetic algorithm. Compared results allow using the traditional optimisation approach epsilon-constraint method, which is computationally faster and permits a direct sensitivity analysis of the solution under constraint or parameter perturbation. The Pareto front and non-dominated solutions set are obtained and illustrated. The decision makers can use these to improve their decision-making quality.

Applicability of the theory of customs unions to the case of the cooperation council for the Arab States of the Gulf (The GCC)

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

As-Sudais, A.A.S.

1985-01-01

In 1981, six Arab Gulf states formed the Gulf Cooperation Council (GCC). These states are Bahrain, Kuwait, Oman, Qatar, Saudi Arabia, and the United Arab Emirates (UAE). One of the main stated objectives of the GCC is regional economic integration. This objective was expressed in the GCC Unified Economic Agreement which called for gradual creation of the GCC common market and cooperation and coordination in all economic fields at all levels. The GCC has chosen to approach economic integration in a gradual manner. The first step taken was the formation of a customs union. This study investigates the applicability ofmore » the theory of customs unions to this particular group at this time. The economies of the GCC members exhibit similar characteristics such as reliance on the export of a single nonrenewable commodity (oil), similar large-scale industrial projects (mainly petrochemicals), lack of complementarity of economic resource endowment, and little diversity in industrial production. The main conclusion of the study is that the possible gains suggested by the theory of customs unions are not expected to be realized to a significant extent as a result of forming the GCC customs union. Trade effects (if any) will be negligible due to various factors including low-pre-union tariff levels.« less

Toward Customized Care Comment on "(Re) Making the Procrustean Bed? Standardization and Customization as Competing Logics in Healthcare".

PubMed

Minvielle, Etienne

2017-07-15

Patients want their personal needs to be taken into account. Accordingly, the management of care has long involved some degree of personalization. In recent times, patients' wishes have become more pressing in a moving context. As the population ages, the number of patients requiring sophisticated combinations of longterm care is rising. Moreover, we are witnessing previously unvoiced demands, preferences and expectations (eg, demand for information about treatment, for care complying with religious practices, or for choice of appointment dates). In view of the escalating costs and the concerns about quality of care, the time has now come to rethink healthcare delivery. Part of this reorganization can be related to customization: what is needed is a customized business model that is effective and sustainable. Such business model exists in different service sectors, the customization being defined as the development of tailored services to meet consumers' diverse and changing needs at near mass production prices. Therefore, its application to the healthcare sector needs to be seriously considered. © 2018 The Author(s); Published by Kerman University of Medical Sciences. This is an open-access article distributed under the terms of the Creative Commons Attribution License (http://creativecommons.org/licenses/by/4.0), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

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.

78 FR 37561 - Extension of Agency Information Collection Activity Under OMB Review: TSA Customer Comment Card

Federal Register 2010, 2011, 2012, 2013, 2014

2013-06-21

...This notice announces that the Transportation Security Administration (TSA) has forwarded the Information Collection Request (ICR), Office of Management and Budget (OMB) control number 1652-0030, abstracted below to OMB for review and approval of an extension of the currently approved collection under the Paperwork Reduction Act (PRA). The ICR describes the nature of the information collection and its expected burden. TSA published a Federal Register notice, with a 60-day comment period soliciting comments, of the following collection of information on January 23, 2013 (78 FR 4856). This collection allows customers to provide feedback to TSA about their experiences with TSA's airport security process and procedures while traveling.

Voice of the customer---a roadmap for service improvement.

PubMed

Uberoi, Ravinder S; Nayak, Yogamaya; Sachdeva, Pritindira; Sibal, Anupam

2013-01-01

Patient satisfaction surveys help a great deal in identifying ways of improving a hospital's services. Ultimately, that translates into better care and happier patients. Moreover, it shows the staff and the community that the hospital is serious about quality and is looking for ways to improve. This article describes how the Voice of the Customer (VOC) Survey can be used as a tool for improving services. Regular monitoring of VOC scores is essential for minimizing the gaps between service delivery and patient expectations. The present study showcases the various initiatives undertaken to improve the VOC scores from an original 4.40 to 4.77 (on a 5 point scale) at the hospital under study.

The network of corporate clients: customer attrition at commercial banks

NASA Astrophysics Data System (ADS)

Lublóy, Á.; Szenes, M.

2008-12-01

Commercial banks might profit from the adoption of methods widely used in network theory. A decision making process might become biased if one disregards network effects within the corporate client portfolio. This paper models the phenomenon of customer attrition by generating a weighted and directed network of corporate clients linked by financial transactions. During the numerical study of the agent-based toy model we demonstrate that multiple steady states may exist. The statistical properties of the distinct steady states show similarities. We show that most companies of the same community choose the same bank in the steady state. In contrast to the case for the steady state of the Barabási-Albert network, market shares in this model equalize by network size. When modeling customer attrition in the network of 3 × 105 corporate clients, none of the companies followed the behavior of the initial switcher in three quarters of the simulations. The number of switchers exceeded 20 in 1% of the cases. In the worst-case scenario a total of 688 companies chose a competitor bank. Significant network effects have been discovered; high correlation prevailed between the degree of the initial switcher and the severity of the avalanche effect. This suggests that the position of the corporate client in the network might be much more important than the underlying properties (industry, size, profitability, etc) of the company.

Attracting top talent.

PubMed

Richards, Bill

2016-11-01

Demand for nurses is greater today than ever, driven in large part by an unprecedented ageing of the population around the world. According to the UN, the number of people in the world aged 60 or older is expected to more than double by 2050, exceeding 2 billion.

Nontuberculous mycobacteria: Reports of clinical laboratory isolation in a three county area, North Carolina, 2006 -2010

EPA Science Inventory

Background: Laboratory reports of mycobacteria isolation and identification are created during the clinical diagnostic process to differentiate Mycobacterium tuberculosis from nontuberculous mycobacteria (NTM). NTM isolation rates are expected to exceed rates of true NTM infectio...

48 CFR 3.808 - Solicitation provision and contract clause.

Code of Federal Regulations, 2010 CFR

2010-10-01

... To Influence Federal Transactions 3.808 Solicitation provision and contract clause. (a) Insert the provision at 52.203-11, Certification and Disclosure Regarding Payments to Influence Certain Federal... Payments to Influence Certain Federal Transactions, in solicitations and contracts expected to exceed $150...

A Problem-Based Course in Dental Implantology.

ERIC Educational Resources Information Center

Bell, Fred A.; Hendricson, William D.

1993-01-01

A problem-based predoctoral dental implantology course at the University of Texas had small tutorial groups solve specific patient problems through discussion, individual research, clinical experience, and subsequent sharing of knowledge. Student reactions were enthusiastically positive and their performance exceeded faculty expectations.…

Technology commercialization cost model and component case study

NASA Astrophysics Data System (ADS)

1991-12-01

Fuel cells seem poised to emerge as a clean, efficient, and cost competitive source of fossil fuel based electric power and thermal energy. Sponsors of fuel cell technology development need to determine the validity and the attractiveness of a technology to the market in terms of meeting requirements and providing value which exceeds the total cost of ownership. Sponsors of fuel cell development have addressed this issue by requiring the developers to prepare projections of the future production cost of their fuel cells in commercial quantities. These projected costs, together with performance and life projections, provide a preliminary measure of the total value and cost of the product to the customer. Booz-Allen & Hamilton Inc. and Michael A. Cobb & Company have been retained in several assignments over the years to audit these cost projections. The audits have gone well beyond a simple review of the numbers. They have probed the underlying technical and financial assumptions, the sources of data on material and equipment costs, and explored issues such as the realistic manufacturing yields which can be expected in various processes. Based on the experience gained from these audits, DOE gave Booz-Allen and Michael A. Cobb & company the task to develop a criteria to be used in the execution of future fuel cell manufacturing cost studies. It was thought that such a criteria would make it easier to execute such studies in the future as well as to cause such studies to be more understandable and comparable.

WashWise cleans up the Northwest: Lessons learned from the Northwest high-efficiency clothes washer initiative

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

Gordon, L.M.; Banks, D.L.; Brenneke, M.E.

1998-07-01

WashWise is a regional market transformation program designed to promote the sale and acceptance or resource-efficient clothes washers (RECWs) in the Northwest through financial incentives, education, and marketing. The Program is sponsored by the Northwest Energy Efficiency Alliance (the Alliance), a non-profit regional consortium of utilities, government, public interest groups, and private sector organizations. WashWise started in May 1997 and will continue through the end of 1999. WashWise works to transform the clothes washer market primarily at the retail level through an in-store instant rebate and a retailer bonus. In addition to financial incentives, WashWise has undertaken a collaborative marketingmore » and promotional campaign to educate consumers about the financial savings and other benefits of RECWs. The program promotes only RECWs that meet strict energy and water savings criteria. WashWise has far exceeded initial expectations; annual program sales goals were met in the first three months. As of June 1998, 30,000 RECWs have been sold through the program (representing approximately 13 percent of the Northwest residential clothes washer market). In addition, over 540 retailers, including national and regional chains, are participating in the program. Preliminary survey results also have also provided evidence of broad customer satisfaction. This paper reviews the key elements that have contributed to the success of the WashWise program. In addition, the paper provides program results and indicates future directions for WashWise and the RECW market.« less

Annual Energy Savings and Thermal Comfort of Autonomously Heated and Cooled Office Chairs

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

Carmichael, Scott; Booten, Chuck; Robertson, Joseph

Energy use in offices buildings is largely driven by air conditioning demands. But the optimal temperature is not the same for all building occupants, leading to the infamous thermostat war. And many occupants have independently overcome building comfort weaknesses with their own space heaters or fans. NREL tested is a customized office chair that automatically heats and cools the occupant along the seat and chair back according to the occupants' personal preferences. This product is shown to deliver markedly better comfort at room temperatures well above typical office cooling setpoints. Experimental subjects reported satisfaction in these elevated air temperatures, partlymore » because the chair's cooling effect was tuned to their own individual needs. Simulation of the chair in office buildings around the U.S. shows that energy can be saved everywhere, with impacts varying due to the climate. Total building HVAC energy savings exceeded 10% in hot-dry climate zones. Due to high product cost, simple payback for the chair we studied is beyond the expected chair life. We then understood the need to establish cost-performance targets for comfort delivery packages. NREL derived several hypothetical energy/cost/comfort targets for personal comfort product systems. In some climate regions around the U.S., these show the potential for office building HVAC energy savings in excess of 20%. This report documents this research, providing an overview of the research team's methods and results while also identifying areas for future research building upon the findings.« less

Gas dynamic design of the pipe line compressor with 90% efficiency. Model test approval

NASA Astrophysics Data System (ADS)

Galerkin, Y.; Rekstin, A.; Soldatova, K.

2015-08-01

Gas dynamic design of the pipe line compressor 32 MW was made for PAO SMPO (Sumy, Ukraine). The technical specification requires compressor efficiency of 90%. The customer offered favorable scheme - single-stage design with console impeller and axial inlet. The authors used the standard optimization methodology of 2D impellers. The original methodology of internal scroll profiling was used to minimize efficiency losses. Radically improved 5th version of the Universal modeling method computer programs was used for precise calculation of expected performances. The customer fulfilled model tests in a 1:2 scale. Tests confirmed the calculated parameters at the design point (maximum efficiency of 90%) and in the whole range of flow rates. As far as the authors know none of compressors have achieved such efficiency. The principles and methods of gas-dynamic design are presented below. The data of the 32 MW compressor presented by the customer in their report at the 16th International Compressor conference (September 2014, Saint- Petersburg) and later transferred to the authors.

Ideas for Future GPS Timing Improvements

NASA Technical Reports Server (NTRS)

Hutsell, Steven T.

1996-01-01

Having recently met stringent criteria for full operational capability (FOC) certification, the Global Positioning System (GPS) now has higher customer expectations than ever before. In order to maintain customer satisfaction, and the meet the even high customer demands of the future, the GPS Master Control Station (MCS) must play a critical role in the process of carefully refining the performance and integrity of the GPS constellation, particularly in the area of timing. This paper will present an operational perspective on several ideas for improving timing in GPS. These ideas include the desire for improving MCS - US Naval Observatory (USNO) data connectivity, an improved GPS-Coordinated Universal Time (UTC) prediction algorithm, a more robust Kalman Filter, and more features in the GPS reference time algorithm (the GPS composite clock), including frequency step resolution, a more explicit use of the basic time scale equation, and dynamic clock weighting. Current MCS software meets the exceptional challenge of managing an extremely complex constellation of 24 navigation satellites. The GPS community will, however, always seek to improve upon this performance and integrity.

Omori Law After Exogenous Shocks on Supplier-Customer Network

NASA Astrophysics Data System (ADS)

Fujiwara, Yoshi

We study the relaxation process of a supplier-customer network after mass destruction due to two giant earthquakes, Kobe 1995 and East Japan 2011, by investigating the number of chained failures. Firstly, a mass destruction and intervention of business activities in the damaged areas can be considered as a main shock. The exogenous shock was propagated on the supplier-customer network deteriorating financial states of other firms, even if they are not located in geographical neighbors. To quantify such aftershocks, we use chained failures on the network assuming that they indicate the trace of propagation of shocks. We show that the number of chained failures in its temporal change obeys an Omori-law, a power-law relaxation. This finding implies that the relaxation is much more sluggish than one would naively expect, and that it might be possible to estimate the extent and duration of aftershocks by using the empirical law. Several issues are discussed including the origin of the long-time relaxation.

Characterization of naturally occurring airborne diacetyl concentrations associated with the preparation and consumption of unflavored coffee.

PubMed

Pierce, Jennifer S; Abelmann, Anders; Lotter, Jason T; Comerford, Chris; Keeton, Kara; Finley, Brent L

2015-01-01

Diacetyl, a suspected cause of respiratory disorders in some food and flavorings manufacturing workers, is also a natural component of roasted coffee. We characterized diacetyl exposures that would plausibly occur in a small coffee shop during the preparation and consumption of unflavored coffee. Personal (long- and short-term) and area (long-term) samples were collected while a barista ground whole coffee beans, and brewed and poured coffee into cups. Simultaneously, long-term personal samples were collected as two participants, the customers, drank one cup of coffee each per h. Air sampling and analyses were conducted in accordance with OSHA Method 1012. Diacetyl was detected in all long-term samples. The long-term concentrations for the barista and area samples were similar, and ranged from 0.013⿿0.016 ppm; long-term concentrations for the customers were slightly lower and ranged from 0.010⿿0.014 ppm. Short-term concentrations ranged from below the limit of detection (<0.0047 ppm)⿿0.016 ppm. Mean estimated 8 h time-weighted average (8 h TWA) exposures for the barista ranged from 0.007⿿0.013 ppm; these values exceed recommended 8 h TWA occupational exposure limits (OELs) for diacetyl and are comparable to long-term personal measurements collected in various food and beverage production facilities. The concentrations measured based on area sampling were comparable to those measured in the breathing zone of the barista, thus exceedances of the recommended OELs may also occur for coffee shop workers who do not personally prepare coffee (e.g., cashier, sanitation/maintenance). These findings suggest that the practicality and scientific basis of the recommended OELs for diacetyl merit further consideration.

Life cycle assessment of post-consumer plastics production from waste electrical and electronic equipment (WEEE) treatment residues in a Central European plastics recycling plant.

PubMed

Wäger, Patrick A; Hischier, Roland

2015-10-01

Plastics play an increasingly important role in reaching the recovery and recycling rates defined in the European WEEE Directive. In a recent study we have determined the life cycle environmental impacts of post-consumer plastics production from mixed, plastics-rich WEEE treatment residues in the Central European plant of a market-leading plastics recycler, both from the perspective of the customers delivering the residues and the customers buying the obtained post-consumer recycled plastics. The results of our life cycle assessments, which were extensively tested with sensitivity analyses, show that from both perspectives plastics recycling is clearly superior to the alternatives considered in this study (i.e. municipal solid waste incineration (MSWI) and virgin plastics production). For the three ReCiPe endpoint damage categories, incineration in an MSWI plant results in an impact exceeding that of the examined plastics recycling facility each by about a factor of 4, and the production of virgin plastics has an impact exceeding that of the post-consumer recycled (PCR) plastics production each by a factor of 6-10. On a midpoint indicator level the picture is more differentiated, showing that the environmental impacts of the recycling options are lower by 50% and more for almost all impact factors. While this provides the necessary evidence for the environmental benefits of plastics recycling compared to existing alternatives, it can, however, not be taken as conclusive evidence. To be conclusive, future research will have to address the fate of hazardous substances in the outputs of such recycling systems in more detail. Copyright © 2015 Elsevier B.V. All rights reserved.

Impact of service attributes on customer satisfaction and loyalty in a healthcare context.

PubMed

Lonial, Subash; Raju, P S

2015-01-01

The purpose of this paper is to examine the role of perceived service attributes in the development of overall customer satisfaction (OCS) and customer loyalty (CL) in a health-care setting. This paper also sheds light on the role of hospitalist physicians (HPs) and offers suggestions to improve patient satisfaction and loyalty. A telephone survey was used to collect data from recently hospitalized patients with respect to their HP. Structural equations modeling (SEM) was used to confirm the overall relationships between perceived service quality (PSQ), OCS and CL. The sample was then divided into customer relationship groups (CRGs) based on satisfaction and loyalty measures. Discriminant analysis was used to determine which attributes differentiated most between high and low satisfaction and loyalty groups. Overall relationships among PSQ, OCS and CL were in conformity with the conceptual model. Findings also revealed that service attributes played an important role in distinguishing between high and low satisfaction and loyalty groups, although some attributes were more important than others and different attributes emerged as being key influencers for satisfaction and loyalty. The conceptual model used is a fairly straight forward model, and we have not considered the impact of individual factors such as expectations and value perceptions or involvement levels and demographic characteristics on service quality and overall satisfaction. The data for this study were provided by a major health maintenance organization (HMO), and there is room for improvement in the manner in which certain constructs were measured. For example, OCS, recommendation and retention all used single item measures, and it might have been preferable to use multiple item measures for these constructs. The study shows that organizations can benefit by identifying and focusing on critical attributes as part of their customer relationship management program. The SEM results provide strong support for the overall model linking service quality, OCS and CL in a health-care setting. As one would expect, PSQ has a strong impact on OCS, which, in turn, has a fairly strong impact on CL. However, there is also a significant direct linkage between PSQ and CL. This linkage shows that at least a certain portion of CL could evolve independent of the satisfaction level with the HP. This shows that, in addition to trying to improve satisfaction, organizations should also explore influencing loyalty directly, perhaps by the strategic use of service attribute perceptions. The study shows that customer perceptions at the service attribute level can often be the key to the generation and management of customer satisfaction and loyalty. It also has significance for how satisfaction and loyalty with HPs can be improved in a hospital setting.

Divergence of actual and reference evapotranspiration observations for irrigated sugarcane with windy tropical conditions

NASA Astrophysics Data System (ADS)

Anderson, R. G.; Wang, D.; Tirado-Corbalá, R.; Zhang, H.; Ayars, J. E.

2015-01-01

Standardized reference evapotranspiration (ET) and ecosystem-specific vegetation coefficients are frequently used to estimate actual ET. However, equations for calculating reference ET have not been well validated in tropical environments. We measured ET (ETEC) using eddy covariance (EC) towers at two irrigated sugarcane fields on the leeward (dry) side of Maui, Hawaii, USA in contrasting climates. We calculated reference ET at the fields using the short (ET0) and tall (ETr) vegetation versions of the American Society for Civil Engineers (ASCE) equation. The ASCE equations were compared to the Priestley-Taylor ET (ETPT) and ETEC. Reference ET from the ASCE approaches exceeded ETEC during the mid-period (when vegetation coefficients suggest ETEC should exceed reference ET). At the windier tower site, cumulative ETr exceeded ETEC by 854 mm over the course of the mid-period (267 days). At the less windy site, mid-period ETr still exceeded ETEC, but the difference was smaller (443 mm). At both sites, ETPT approximated mid-period ETEC more closely than the ASCE equations ((ETPT-ETEC) < 170 mm). Analysis of applied water and precipitation, soil moisture, leaf stomatal resistance, and canopy cover suggest that the lower observed ETEC was not the result of water stress or reduced vegetation cover. Use of a custom-calibrated bulk canopy resistance improved the reference ET estimate and reduced seasonal ET discrepancy relative to ETPT and ETEC in the less windy field and had mixed performance in the windier field. These divergences suggest that modifications to reference ET equations may be warranted in some tropical regions.

Divergence of reference evapotranspiration observations with windy tropical conditions

NASA Astrophysics Data System (ADS)

Anderson, R. G.; Wang, D.; Tirado-Corbalá, R.; Zhang, H.; Ayars, J. E.

2014-06-01

Standardized reference evapotranspiration (ET) and ecosystem-specific vegetation coefficients are frequently used to estimate actual ET. However, equations for calculating reference ET have not been well validated in tropical environments. We measured ET (ETEC) using Eddy Covariance (EC) towers at two irrigated sugarcane fields on the leeward (dry) side of Maui, Hawaii, USA in contrasting climates. We calculated reference ET at the fields using the short (ET0) and tall (ETr) vegetation versions of the American Society for Civil Engineers (ASCE) equation. The ASCE equations were compared to the Priestley-Taylor ET (ETPT) and ETEC. Reference ET from the ASCE approaches exceeded ETEC during the mid-period (when vegetation coefficients suggest ETEC should exceed reference ET). At the windier tower site, cumulative ETr exceeded ETEC by 854 mm over the course of the mid-period (267 days). At the less windy site, mid-period ETr still exceeded ETEC, but the difference was smaller (443 mm). At both sites, ETPT approximated mid-period ETEC more closely than the ASCE equations ((ETPT-ETEC) < 170 mm). Analysis of applied water and precipitation, soil moisture, leaf stomatal resistance, and canopy cover suggest that the lower observed ETEC was not the result of water stress or reduced vegetation cover. Use of a custom calibrated bulk canopy resistance improved the reference ET estimate and reduced seasonal ET discrepancy relative to ETPT and ETEC for the less windy field and had mixed performance at the windier field. These divergences suggest that modifications to reference ET equations may be warranted in some tropical regions.

The impact of the different payment options on the medical services clients' satisfaction building process

NASA Astrophysics Data System (ADS)

Skowron, Łukasz; Gąsior, Marcin; Sak-Skowron, Monika

2014-12-01

Both the scientific bodies as well as business practitioners over the past few years have concentrated their efforts in the field of marketing and management primarily around the concept of customer, wanting to know more about him/her and trying to understand their behaviour so that their market activities can more easily be influenced and shaped. In today's market, the customer bases the purchase-decision-making process on choosing a good/service that will give him/her the greatest satisfaction, a subjective, positive experience, which is an emotional reaction to the perceived value. Its level is a result of the comparison between the level of expectations arising from past experience, obtained information and promises, and the perception of experienced situation. In the empirical part of the manuscript, the authors present the main differences in the process of building customer satisfaction and loyalty for two groups of patients: those using prepaid medical services and those who pay for their services each time. Reported results refer to research carried out by the authors between August and October 2012 in the city of Warsaw (Poland) with use of the Structural Equation Modeling analysis. The study was conducted via paper surveys, on a sample of 1590 respondents who were the patients of selected medical organizations. The study demonstrated, using two, separate models, that among aforementioned groups of patients, the evaluation of health services proceeds in quite a different way. This indicates significant implications, of marketing and management character in the field of communication and building long-term patient-organization relationships. Medical establishments wanting to manage effectively their relationships with current and potential customers need to understand the nature of the different groups of patients and be able to adjust the scope and form of marketing activities to their different expectations and preferences.

75 FR 44270 - Government-Owned Inventions; Availability for Licensing

Federal Register 2010, 2011, 2012, 2013, 2014

2010-07-28

... Cardiovascular Disease Description of Invention: This technology consists of peptides and peptide-analogues that... atherosclerosis Treatment and prevention of cardiovascular disease, coronary artery disease, heart attack, stroke.... Global sales for cardiovascular therapeutics are expected to exceed $50b in 2010. Inventors: Amar A...

Coral reefs under rapid climate change and ocean acidification.

PubMed

Hoegh-Guldberg, O; Mumby, P J; Hooten, A J; Steneck, R S; Greenfield, P; Gomez, E; Harvell, C D; Sale, P F; Edwards, A J; Caldeira, K; Knowlton, N; Eakin, C M; Iglesias-Prieto, R; Muthiga, N; Bradbury, R H; Dubi, A; Hatziolos, M E

2007-12-14

Atmospheric carbon dioxide concentration is expected to exceed 500 parts per million and global temperatures to rise by at least 2 degrees C by 2050 to 2100, values that significantly exceed those of at least the past 420,000 years during which most extant marine organisms evolved. Under conditions expected in the 21st century, global warming and ocean acidification will compromise carbonate accretion, with corals becoming increasingly rare on reef systems. The result will be less diverse reef communities and carbonate reef structures that fail to be maintained. Climate change also exacerbates local stresses from declining water quality and overexploitation of key species, driving reefs increasingly toward the tipping point for functional collapse. This review presents future scenarios for coral reefs that predict increasingly serious consequences for reef-associated fisheries, tourism, coastal protection, and people. As the International Year of the Reef 2008 begins, scaled-up management intervention and decisive action on global emissions are required if the loss of coral-dominated ecosystems is to be avoided.

Student Gains in Self-Efficacy in an Advanced MSW Curriculum: A Customized Model for Outcomes Assessment

ERIC Educational Resources Information Center

Rishel, Carrie W.; Majewski, Virginia

2009-01-01

The new Educational Policy and Accreditation Standards (EPAS) identify assessment as "an integral component of competency-based education." It is not new, however, that programs must demonstrate plans to assess attainment of competencies or expected program outcomes and show how data collection and analysis inform curriculum decisions. Previous…

Service Quality and Student/Customer Satisfaction in the Private Tertiary Education Sector in Singapore

ERIC Educational Resources Information Center

Khoo, Susie; Ha, Huong; McGregor, Sue L. T.

2017-01-01

Purpose: This paper focuses on students' perceptions of the quality of non-academic services received in higher education. While the important role played by expectations and perceptions in students' evaluations of such services has been discussed in much of the service quality literature, there is insufficient work in the private tertiary…

Student Service and SEM: Training as the Tool to Sharpen Your Competitive Edge

ERIC Educational Resources Information Center

Leigh, Susan

2014-01-01

The Challenge: After years of investments on structures and systems that improve and integrate student transactional experiences, we discover that we have neglected to train our staff in customer service competencies that match student expectations. The Answer: Invest in your student service staff to ensure they possess the professional skills to…

Through a Different Lens: Bridging the Expectation-Perception (Quality) Divide in Higher Education

ERIC Educational Resources Information Center

Yeo, Roland K.; Marquardt, Michael J.

2011-01-01

The paper draws on the underpinnings of SERVQUAL (a Service Quality measurement model) and explores three key aspects of service standards as adopted by an Engineering School in Singapore: customer orientation, course design/delivery and support services. Qualitative methodology was employed and data were collected by means of structured in-depth…

77 FR 47590 - Notice of Request for a Revision to and Extension of Approval of an Information Collection...

Federal Register 2010, 2011, 2012, 2013, 2014

2012-08-09

... requirements or power calculations that justify the proposed sample size, the expected response rate, methods...] Notice of Request for a Revision to and Extension of Approval of an Information Collection; Qualitative... associated with qualitative customer and stakeholder feedback on service delivery by the Animal and Plant...

Cross-Cultural Selling: Examining the Importance of Cultural Intelligence in Sales Education

ERIC Educational Resources Information Center

Delpechitre, Duleep; Baker, David S.

2017-01-01

Cross-cultural selling has become an important factor in sales education. In the current competitive business graduate market, students who enter the workforce in frontline customer service positions are expected to perform sales at a higher level. Students that have acquired an education in sales during their undergraduate program have been found…

40 CFR 82.24 - Recordkeeping and reporting requirements for class II controlled substances.

Code of Federal Regulations, 2011 CFR

2011-07-01

... transformation; (v) The date on which the class II controlled substances were imported; (vi) The port of entry.... Customs entry form; (xiv) Dated records documenting the sale or transfer of class II controlled substances... source facility; (vii) The U.S. port of entry for the import, the expected date of shipment and the...

40 CFR 82.24 - Recordkeeping and reporting requirements for class II controlled substances.

Code of Federal Regulations, 2014 CFR

2014-07-01

... transformation; (v) The date on which the class II controlled substances were imported; (vi) The port of entry.... Customs entry form; (xiv) Dated records documenting the sale or transfer of class II controlled substances... source facility; (vii) The U.S. port of entry for the import, the expected date of shipment and the...

Keeping the Roses Watered: The Continuing Professional Development of Librarians in New Zealand

ERIC Educational Resources Information Center

Cossham, Amanda; Fields, Alison

2006-01-01

Continuing professional development is a necessary aspect of keeping up to date in a rapidly changing profession. Librarians are no more immune to evolutions in technology and innovation, service provision and customer expectations than any other professional group. This paper explores the current New Zealand setting and context of CPD for…

A Guide to Resettlement in the United States. For Refugees from Iraq. Arabic Edition.

ERIC Educational Resources Information Center

Center for Applied Linguistics, Washington, DC.

This guide, designed for Iraqi speakers of Arabic who are refugees or immigrants to the United States, offers basic information on daily life, customs, and social behavior expectations. It begins with information about immigration laws and requirements, and proceeds to these topics: employment types and practices; employment benefits; taxes; job…

Effectiveness of Learning Process Using "Web Technology" in the Distance Learning System

ERIC Educational Resources Information Center

Killedar, Manoj

2008-01-01

Web is a globally distributed, still highly personalized media for cost-effective delivery of multimedia information and services. Web is expected to have a strong impact on almost every aspect of how we learn. "Total Quality" is the totality of features, as perceived by the customers of the product or service. Totality of features…

Neomillennial User Experience Design Strategies: Utilizing Social Networking Media to Support "Always On" Learning Styles

ERIC Educational Resources Information Center

Baird, Derek E.; Fisher, Mercedes

2006-01-01

Raised in the "always on" world of interactive media, the Internet, and digital messaging technologies, today's student has different expectations and learning styles than previous generations. This net-centric generation values their ability to use the Web to create a self-paced, customized, on-demand learning path that includes multiple forms of…

Disruptive Effects of Net-Centricity on Command and Control

DTIC Science & Technology

2008-06-01

expectations too quickly are vulnerable to disruptive technologies . When the disruptive innovation gains market share, and old customers adopt new...it is important to remember that disruptive technologies are not merely those that have introduced steep performance improvements, but which, at the...technologies. Disruptive technologies are thereby distinguished from discontinuous sustaining innovations. Net-centric information environments are proving

Starting School: Welcoming Young Children and Families into Early School Experiences

ERIC Educational Resources Information Center

Laverick, DeAnna M.

2008-01-01

Throughout the world, young children and their families anticipate the start of school with expectations and hopes, as well as concerns. Although the approaches and customs differ from one nation, region, or culture to another, one constant is the recognition that a collaborative effort is needed to welcome young children and their families into…

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.

Improving competitiveness through performance-measurement systems.

PubMed

Stewart, L J; Lockamy, A

2001-12-01

Parallels exist between the competitive pressures felt by U.S. manufacturers over the past 30 years and those experienced by healthcare providers today. Increasing market deregulation, changing government policies, and growing consumerism have altered the healthcare arena. Responding to similar pressures, manufacturers adopted a strategic orientation driven by customer needs and expectations that led them to achieve high performance levels and surpass their competition. The adoption of integrated performance-measurement systems was instrumental in these firms' success. An integrated performance-measurement model for healthcare organizations can help to blend the organization's strategy with the demands of the contemporary healthcare environment. Performance-measurement systems encourage healthcare organizations to focus on their mission and vision by aligning their strategic objectives and resource-allocation decisions with customer requirements.

Empowerment as a leadership theory.

PubMed

Rajotte, C A

1996-01-01

Leadership of today is quite different from that of Caesar, Plato, the ancient Greeks, or the ancient Egyptians. Today's leaders utilize power-sharing, trust, team-building, and empowerment. Methods to achieve empowerment include educating, leading, structuring, providing, mentoring, and actualizing. Empowerment requires change in leadership methods to be effective. One must be able to identify change and work with others for change. Through the leadership style of empowerment, vision provides a shared set of values with a customer focus. Successful organizations which practice empowerment delegate and expect people to initiate, create and to feel ownership. Nurses need to be involved in their organizations and utilize empowerment leadership to be successful leaders of the future. With empowered employees, the organization, the customer, and the employee are all winners.

An Investigation of Landing-Contact Conditions for a Large Turbojet Transport During Routine Daylight Operations

NASA Technical Reports Server (NTRS)

Stickle, Joseph W.; Silsby, Norman S.

1960-01-01

An investigation has been made by the NASA to obtain statistical measurements of landing-contact conditions for a large turbojet transport in commercial airline operations. The investigation was conducted at the Los Angeles International Airport in Los Angeles, California. Measurements were taken photographically during routine daylight operations. The quantities determined were vertical velocity, horizontal velocity, rolling velocity, bank angle, and distance from runway threshold, just prior to ground contact. The results indicated that the mean vertical velocity for the turbojet-transport landings was 1.62 feet per second and that 1 landing out of 100 would be expected to equal or exceed about 4.0 feet per second. The mean airspeed at contact was 132.0 knots, with 1 landing in 100 likely to equal or exceed about 153.0 knots. The mean rolling velocity was about 1.6 deg per second. One lending in 100 would probably equal or exceed a rolling velocity of about 4.0 deg. per second in the direction of the first wheel to touch. The mean bank angle for the turbojet transports was 1.04 deg, and right and left angles of bank were about evenly divided. One lending in 100 would be likely to equal or exceed a bank angle of about 3.5 deg. The mean value of distance to touchdown from the runway threshold was 1,560 feet. One lending in 100 would be expected to touchdown at or beyond about 2,700 feet from the runway threshold. The mean values for vertical velocity, airspeed, and distance t o touch-down for the turbojet transports were somewhat higher than those found previously for piston-engine transports. No significant differences were found for values of rolling velocity and bank angle.

7 CFR 1962.17 - Disposal of chattel security, use of proceeds and release of lien.

Code of Federal Regulations, 2010 CFR

2010-01-01

... similar piece of machinery or the hiring of the service. (iii) All of the items in paragraph (b)(2)(ii) of.... Normally, a temporary amendment will not exceed a six month period. (ii) When the Agency is not expecting...

48 CFR 36.515 - Schedules for construction contracts.

Code of Federal Regulations, 2011 CFR

2011-10-01

... contemplated, the contract amount is expected to exceed the simplified acquisition threshold, and the period of... covering other management approaches for ensuring that a contractor makes adequate progress. [48 FR 42356... Schedules for construction contracts. The contracting officer may insert the clause at 52.236-15, Schedules...

48 CFR 2052.215-70 - Key personnel.

Code of Federal Regulations, 2013 CFR

2013-10-01

... are considered to be essential to the successful performance of the work hereunder: * The contractor agrees that personnel may not be removed from the contract work or replaced without compliance with..., or is expected to become, unavailable for work under this contract for a continuous period exceeding...

48 CFR 836.574 - Subcontracts and work coordination.

Code of Federal Regulations, 2010 CFR

2010-10-01

... 48 Federal Acquisition Regulations System 5 2010-10-01 2010-10-01 false Subcontracts and work... Subcontracts and work coordination. The contracting officer shall insert the clause at 852.236-80, Subcontracts and work coordination, in solicitations and contracts for construction expected to exceed the micro...

48 CFR 5.203 - Publicizing and response time.

Code of Federal Regulations, 2010 CFR

2010-10-01

... development if the proposed contract action is expected to exceed the simplified acquisition threshold. (f) Nothing in this subpart prohibits officers or employees of agencies from responding to requests for... response times specified in paragraphs (a) through (d) of this section. Upon learning that a particular...

History of fatty acids

USDA-ARS?s Scientific Manuscript database

Fatty acids are basic renewable chemical building blocks that can be used as intermediates for a multitude of products. Today the global value of fatty acids exceeds 18 billion dollars and is expected to increase to nearly 26 billion over the period from 2014-2019. From it auspicious beginnings, the...

Customer needs, expectations, and satisfaction with clinical neurophysiology services in Ireland: a case for tele-neurophysiology development.

PubMed

Fitzsimons, M; Ronan, L; Murphy, K; Browne, G; Connolly, S; McMenamin, J; Delanty, N

2004-01-01

Although equitable access to services should be based on need, geographical location of patients and their clinicians can give rise to inequalities in healthcare delivery. Development of tele-medicine services can improve equity of access. The specialty of Clinical Neurophysiology (CN), currently under-developed in Ireland provides an example of such potential. This study aimed to determine the needs, expectations, and satisfaction of CN customers, namely patients and referring clinicians. The goal was to examine geographical impediments to access that might be addressed by the introduction of tele-neurophysiology. Two customer surveys were conducted: CN referring clinicians and CN patients. Thirty-one North Western Health Board (NWHB) consultant clinicians responded to a postal survey. Distance and delays caused by long waiting lists were felt to deter or make CN referral irrelevant. Ninety-seven percent believed the lack of a local service negatively impacts on patient management and 93% would welcome the introduction of a tele-neurophysiology service. The geographical location of patient's residence and/or the location of the referring clinician's practice influenced waiting lists for CN. Fifty-eight (105/182) percent of patients living in a region with a CN service compared to 39% (50/128) of those living in a region with no service received an appointment within one month. In addition to the current insufficient CN service capacity in Ireland, these surveys highlighted geographical inequities. Tele-neurophysiology has the potential to speed-up diagnosis, result in more patients being appropriately investigated and be fairer to patients.

Measurement of the complex permittivity of microbubbles using a cavity perturbation technique for contrast enhanced ultra-wideband breast cancer detection.

PubMed

Ogunlade, Olumide; Chen, Yifan; Kosmas, Panagiotis

2010-01-01

Measurements of the complex permittivity of various concentrations of microbubbles in ethylene glycol liquid phantom have been carried out. A cavity perturbation technique using custom rectangular waveguide cavities, which are sensitive to small changes in the permittivity of the perturber, has been employed. Three different frequencies within the ultra-wideband (UWB) frequency spectrum have been used for the experiments. The results show that the concentration of the air filled microbubbles required to achieve a dielectric contrast as little as 2% exceeds the recommended dosage used in clinical ultrasound applications, by more than two orders of magnitude.

Who's biased? A meta-analysis of buyer-seller differences in the pricing of lotteries.

PubMed

Yechiam, Eldad; Ashby, Nathaniel J S; Pachur, Thorsten

2017-05-01

A large body of empirical research has examined the impact of trading perspective on pricing of consumer products, with the typical finding being that selling prices exceed buying prices (i.e., the endowment effect). Using a meta-analytic approach, we examine to what extent the endowment effect also emerges in the pricing of monetary lotteries. As monetary lotteries have a clearly defined normative value, we also assess whether one trading perspective is more biased than the other. We consider several indicators of bias: absolute deviation from expected values, rank correlation with expected values, overall variance, and per-unit variance. The meta-analysis, which includes 35 articles, indicates that selling prices considerably exceed buying prices (Cohen's d = 0.58). Importantly, we also find that selling prices deviate less from the lotteries' expected values than buying prices, both in absolute and in relative terms. Selling prices also exhibit lower variance per unit. Hierarchical Bayesian modeling with cumulative prospect theory indicates that buyers have lower probability sensitivity and a more pronounced response bias. The finding that selling prices are more in line with normative standards than buying prices challenges the prominent account whereby sellers' valuations are upward biased due to loss aversion, and supports alternative theoretical accounts. (PsycINFO Database Record (c) 2017 APA, all rights reserved).

The architecture of smart surveys: core issues in why and how to collect patient and referring physician satisfaction data.

PubMed

Lexa, Frank J; Berlin, Jonathan W

2009-02-01

Radiology practices are facing challenges on many fronts. As the field becomes more competitive, leaders must pay more attention to the quality of the service that groups provide to their customers. This need is also being driven by higher expectations from customers, particularly patients, who will likely act much more like consumers in the 21st century. For practices to succeed in providing exemplary service, they must pay attention to the voices of their key customer groups. It is dismaying to see practices that are struggling or even dissolving over issues created by poor service. As much as we are experts in imaging, we are unlikely to be able to provide superlative service by reading books, talking among ourselves, or hiring consultants. Rather, we must do what should be obvious, which is to actually ask our customers how we are doing. Surveys are one of the important tools that can be brought to bear on this issue. For many groups, surveying is the starting point for understanding what their patients, referring physicians, and other key stakeholders want. Groups can also find out what customers like and dislike about their experiences, and how groups compare with their competitors. This article provides a guide on how to get off to a good start in designing and deploying surveys that can help optimize the way groups take care of their patients and help their referring physicians.

Competition, antitrust, and the marketplace for electricity

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

Szymanski, P.A.

As the electric industry continues its unprecedented restructuring, state public utility regulators must determine which rules and analytical tools will best enable the industry`s participants to compete to provide electricity and its functional components. Even in the early stages of transformation, elements of a competitive marketplace are pervasive: generation markets are battlegrounds for increasingly diverse, numerous, and zealous participants; boundaries delineating traditional service territories are becoming blurred; associations of similarly-situated participants are forming to promote their interests; increased concentration through mergers and joint ventures looms as a possibility; vertically integrated utilities are considering or are being challenged to consider reconfigurationmore » into a more horizontal structure; and generally, the industry`s end-users, its retail customers, are demanding choice. Large industrial customers, groups of residential customers, or entire municipalities are seeking to obtain electric service outside their native electric utilities service territories. These demands for increased consumer choice threaten the legislatively defined franchise rules, which grant monopolies to utilities in exchange for a system of regulation which includes an obligation to serve customers in the service territories both reliably and at reasonable cost. These events foreshadow an industry-wide transition to a customer-driven, competitive system for the provision of electric service in which the price for the service is determined by market-based signals. It would be unrealistic if state utility regulators did not expect commensurate change in the issues they confront and the existing methods of analysis.« less

Do juries meet our expectations?

PubMed

Arkes, Hal R; Mellers, Barbara A

2002-12-01

Surveys of public opinion indicate that people have high expectations for juries. When it comes to serious crimes, most people want errors of convicting the innocent (false positives) or acquitting the guilty (false negatives) to fall well below 10%. Using expected utility theory, Bayes' Theorem, signal detection theory, and empirical evidence from detection studies of medical decision making, eyewitness testimony, and weather forecasting, we argue that the frequency of mistakes probably far exceeds these "tolerable" levels. We are not arguing against the use of juries. Rather, we point out that a closer look at jury decisions reveals a serious gap between what we expect from juries and what probably occurs. When deciding issues of guilt and/or punishing convicted criminals, we as a society should recognize and acknowledge the abundance of error.

Fabrication of Custom-Shaped Grafts for Cartilage Regeneration

PubMed Central

Koo, Seungbum; Hargreaves, Brian A.; Gold, Garry E.; Dragoo, Jason L.

2011-01-01

Transplantation of engineered cartilage grafts is a promising method to treat diseased articular cartilage. The interfacial areas between the graft and the native tissues play an important role in the successful integration of the graft to adjacent native tissues. The purposes of the study were to create a custom shaped graft through 3D tissue shape reconstruction and rapid-prototype molding methods using MRI data, and to test the accuracy of the custom shaped graft against the original anatomical defect. An iatrogenic defect on the distal femur was identified with a 1.5 Tesla MRI and its shape was reconstructed into a three-dimensional (3D) computer model by processing the 3D MRI data. First, the accuracy of the MRI-derived 3D model was tested against a laser-scan based 3D model of the defect. A custom-shaped polyurethane graft was fabricated from the laser-scan based 3D model by creating custom molds through computer aided design and rapid-prototyping methods. The polyurethane tissue was laser-scanned again to calculate the accuracy of this process compared to the original defect. The volumes of the defect models from MRI and laser-scan were 537 mm3 and 405 mm3, respectively, implying that the MRI model was 33% larger than the laser-scan model. The average (±SD) distance deviation of the exterior surface of the MRI model from the laser-scan model was 0.4±0.4 mm. The custom-shaped tissue created from the molds was qualitatively very similar to the original shape of the defect. The volume of the custom-shaped cartilage tissue was 463 mm3 which was 15% larger than the laser-scan model. The average (±SD) distance deviation between the two models was 0.04±0.19 mm. Custom-shaped engineered grafts can be fabricated from standard sequence 3-D MRI data with the use of CAD and rapid-prototyping technology, which may help solve the interfacial problem between native cartilage and graft, if the grafts are custom made for the specific defect. The major source of error in fabricating a 3D custom shaped cartilage graft appears to be the accuracy of a MRI data itself; however, the precision of the model is expected to increase by the utilization of advanced MR sequences with higher magnet strengths. PMID:21058268

New meters open new business opportunities for Blue Earth

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

Mashaw, R.

1996-07-01

Competition in the electric utility industry isn`t a concern only for the big boys. Small utilities, too, are giving increasing attention to measures that will improve their competitiveness through paring costs and improving service. Blue Earth, Minn., Light and Water Department, with approximately 2,200 electric meters, is a prime example of a small utility that thinks big. {open_quotes}We conducted a customer survey to determine what our customers want from us in terms of service,{close_quotes} said General Manager Jeffrey Jansen. {open_quotes}To meet those needs we`ve begun to sell a new fiberglass, high-efficiency electric water heater; offer rent or purchase of uninterruptiblemore » power systems to provide back-up for sensitive electronics if an outage occurs; and we`re even selling bottled water. We`re also going to offer budget billing as of August 1, because our customers wanted that option.{close_quotes} Recognizing that providing excellent customer service is only part of the competitiveness equation, Blue Earth has also looked for ways to cut costs. Its latest effort has been the implementation of a new hand-held meter reading system, which Jansen expects to provide substantial savings, and offer opportunities for adding new services in the future.« less

Using smart materials to solve new challenges in the automotive industry

NASA Astrophysics Data System (ADS)

Gath, Kerrie K.; Maranville, Clay; Tardiff, Janice

2018-03-01

Ford has an extensive history of developing and utilizing smart and innovative materials in its vehicles. In this paper, we present new challenges the automotive industry is facing and explore how intelligent uses of smart materials can help provide solutions. We explore which vehicle attributes may provide most advantageous for the use smart materials, and discuss how smart material have had technical challenges that limit their use. We also look at how smart materials such as gecko inspired adhesion is providing opportunities during the vehicle assembly process by improving manufacturing quality, environmental sustainability, and worker safety. An emerging area for deployment of smart materials may involve autonomous vehicles and mobility solutions, where customer expectations are migrating toward a seamless and adaptive experience leading to new expectations for an enhanced journey. Another area where smart materials are influencing change is interior and exterior design including smart textiles, photochromatic dyes, and thermochromatic materials. The key to advancing smart materials in automotive industry is to capitalize on the smaller niche applications where there will be an advantage over traditional methods. Ford has an extensive history of developing and utilizing smart and innovative materials. Magnetorheological fluids, thermoelectric materials, piezoelectric actuators, and shape memory alloys are all in production. In this paper we present new challenges the automotive industry is facing and explore how intelligent uses of smart materials can help provide solutions. We explore which vehicle attributes may provide most advantageous for the use smart materials, and discuss how smart materials have had technical challenges that limit their use. An emerging area for deployment of smart materials may involve autonomous vehicles and mobility solutions, where customer expectations may require a seamless and adaptive experience for users having various expectations.

Stability of therapeutic retreatment of corneal wavefront customized ablation with the SCHWIND CAM: 4-year data.

PubMed

Aslanides, Ioannis M; Kolli, Sai; Padroni, Sara; Padron, Sara; Arba Mosquera, Samuel

2012-05-01

To evaluate the long-term outcomes of aspheric corneal wavefront ablation profiles for excimer laser retreatment. Eighteen eyes that had previously undergone LASIK or photorefractive keratectomy (PRK) were retreated with LASIK using the corneal wavefront ablation profile. Custom Ablation Manager (SCHWIND eye-tech-solutions, Kleinostheim, Germany) software and the ESIRIS flying spot excimer laser system (SCHWIND) were used to perform the ablations. Refractive outcomes and wavefront data are reported up to 4 years after retreatment. Pre- and postoperative data were compared with Student t tests and (multivariate) correlation tests. P<.05 was considered statistically significant. A bilinear correlation of various postoperative wavefront aberrations versus planned correction and preoperative aberration was performed. Mean manifest refraction spherical equivalent (MRSE) before retreatment was -0.38±1.85 diopters (D) and -0.09±0.22 D at 6 months and -0.10±0.38 D at 4 years postoperatively. The reduction in MRSE was statistically significant at both postoperative time points (P<.005). Postoperative aberrations were statistically lower (spherical aberration P<.05; coma P<.005; root-mean-square higher order aberration P<.0001) at 4 years postoperatively. Distribution of the postoperative uncorrected distance visual acuity (P<.0001) and corrected distance visual acuity (P<.01) were statistically better than preoperative values. Aspheric corneal wavefront customization with the ESIRIS yields visual, optical, and refractive results comparable to those of other wavefront-guided customized techniques for the correction of myopia and myopic astigmatism. The corneal wavefront customized approach shows its strength in cases where abnormal optical systems are expected. Systematic wavefront customized corneal ablation appears safe and efficacious for retreatment cases. Copyright 2012, SLACK Incorporated.

DSN 70-meter antenna microwave optics design and performance improvements. Part 2: Comparison with measurements

NASA Technical Reports Server (NTRS)

Bathker, D. A.; Slobin, S. D.

1989-01-01

The measured Deep Space Network (DSN) 70-meter antenna performance at S- and X-bands is compared with the design expectations. A discussion of natural radio-source calibration standards is given. New estimates of DSN 64-meter antenna performance are given, based on improved values of calibration source flux and size correction. A comparison of the 64- and 70-meter performances shows that average S-band peak gain improvement is 1.94 dB, compared with a design expectation of 1.77 dB. At X-band, the average peak gain improvement is 2.12 dB, compared with the (coincidentally similar) design expectation of 1.77 dB. The average measured 70-meter S-band peak gain exceeds the nominal design-expected gain by 0.02 dB; the average measured 70-meter X-band peak gain is 0.14 dB below the nominal design-expected gain.

Statistical analysis of CSP plants by simulating extensive meteorological series

NASA Astrophysics Data System (ADS)

Pavón, Manuel; Fernández, Carlos M.; Silva, Manuel; Moreno, Sara; Guisado, María V.; Bernardos, Ana

2017-06-01

The feasibility analysis of any power plant project needs the estimation of the amount of energy it will be able to deliver to the grid during its lifetime. To achieve this, its feasibility study requires a precise knowledge of the solar resource over a long term period. In Concentrating Solar Power projects (CSP), financing institutions typically requires several statistical probability of exceedance scenarios of the expected electric energy output. Currently, the industry assumes a correlation between probabilities of exceedance of annual Direct Normal Irradiance (DNI) and energy yield. In this work, this assumption is tested by the simulation of the energy yield of CSP plants using as input a 34-year series of measured meteorological parameters and solar irradiance. The results of this work show that, even if some correspondence between the probabilities of exceedance of annual DNI values and energy yields is found, the intra-annual distribution of DNI may significantly affect this correlation. This result highlights the need of standardized procedures for the elaboration of representative DNI time series representative of a given probability of exceedance of annual DNI.

"Teaching Case": ComprehensiveCare and the Stalled Adoption of an Electronic Health Records System: IT Governance and Employee Succession

ERIC Educational Resources Information Center

Gomillion, David L.

2017-01-01

ComprehensiveCare, a multi-specialty healthcare organization, struggles to implement Electronic Health Records. The first adoption failed outright because the customizations made the system unusable. The second attempted adoption has not officially failed yet, but the system fails to live up to the expectations. It lingers on the edge of…

A Study Investigating the Perceived Service Quality Levels of Sport Center Members: A Kano Model Perspective

ERIC Educational Resources Information Center

Yildiz, Kadir; Polat, Ercan; Güzel, Pinar

2018-01-01

The purpose of this study is to investigate sport center members' perceived service quality levels with a view to Kano customer expectations and requirements model. To that end, a descriptive approach and a correlational research design featuring survey method is adopted. Research group consists of 680 (300 women, 380 men) sport center members who…

Managing Student Expectations: The Impact of Top-Up Tuition Fees

ERIC Educational Resources Information Center

Jones, Glyn

2010-01-01

Since 2006 students have been paying top-up tuition fees and there has been much discussion in the sector about their impact on higher education institutions (HEIs). One of the main effects has been the frequently cited notion of the student as a fee-paying customer, seeking greater value for money not only for their fees but also for their…

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.

TQM: A Flavor-of-the-Month Buzzword or Step One to Designing Processes that Deliver Continuous Value to the Customer?

ERIC Educational Resources Information Center

Secor, John R.

Often when total quality management (TQM) does not live up to expectations, that failure is a sign that implementation of TQM was simply fashionable "management hype" or "window dressing" without strong organizational underpinnings. TQM can have staying power when it is backed up by leadership basics of training people…

Yon Gid Pou Tout Refijye K'ap Viv nan Peyi Etanzini (A Guide to Resettlement in the United States). Haitian Creole.

ERIC Educational Resources Information Center

Center for Applied Linguistics, Washington, DC.

The guide, designed for speakers of Haitian Creole who are immigrants to the United States, offers basic information on daily life, customs, and social behavior expectations. It begins with information about immigration laws and requirements, and proceeds to these topics: employment types and practices; employment benefits; taxes; job search;…

Alternative Active Duty Military Retirement Plan

DTIC Science & Technology

2011-03-24

savings. v AFIT/GCA/ENS/11-02 This work is dedicated to all the hardworking men and women in...discovering innovative ways to save money without decreasing the quality of life for their customers. The federal government is no different, and is...living adjustment, and life expectancy. The results could be distorted in the wake of a significant economic event. Sensitivity analysis was

The Role of Emotionality in Teacher Change: The Case of Chinese Language Teachers in Hong Kong

ERIC Educational Resources Information Center

Loh, Elizabeth K. Y.; Tam, Loretta C. W.

2017-01-01

Over the past decade, Chinese language teachers in Hong Kong have experienced a series of educational reforms. They are now expected to design and implement their own school-based Chinese language curriculum, and adopt innovative pedagogies and customized materials in the classroom. The current literature suggests that some teachers are not ready…

Task Analyses for Difficult-to-Assess Collective Tasks

DTIC Science & Technology

2014-02-01

FOR THE KLE MISSION Review and rehearse social nuances, customs, and etiquette of the host nation, e.g., gift exchange expectations. Practice... etiquette to foster rapport with the leader and demonstrate cultural awareness. Negotiate with the key leader in a manner that demonstrates...requirements for police applicants by establishing minimum entry requirements, physical fitness tests, literacy tests, and medical screening protocols

48 CFR 44.302 - Requirements.

Code of Federal Regulations, 2010 CFR

2010-10-01

... shall determine the need for a CPSR based on, but not limited to, the past performance of the contractor, and the volume, complexity and dollar value of subcontracts. If a contractor's sales to the Government... adjustment contracts and sales of commercial items pursuant to Part 12) are expected to exceed $25 million...

48 CFR 44.302 - Requirements.

Code of Federal Regulations, 2011 CFR

2011-10-01

... shall determine the need for a CPSR based on, but not limited to, the past performance of the contractor, and the volume, complexity and dollar value of subcontracts. If a contractor's sales to the Government... adjustment contracts and sales of commercial items pursuant to Part 12) are expected to exceed $25 million...

The Colorado Gambling Boom: An Experiment in Rural Community Development.

ERIC Educational Resources Information Center

Stokowski, Patricia A.

1992-01-01

Three small Colorado towns that faced a declining economy as the mining resource ran out used gambling-based tourism as a strategy for community development. Although economic benefits to the towns have far exceeded expectations, negative social, environmental, and political changes, such as crime alcoholism, traffic problems, and conflicts…

26 CFR 1.475(c)-2 - Definitions-security.

Code of Federal Regulations, 2010 CFR

2010-04-01

... paragraph (c)(1) if, on the date the taxpayer acquires the residual interest, the present value of the anticipated tax liabilities associated with holding the interest exceeds the sum of— (i) The present value of the expected future distributions on the interest; and (ii) The present value of the anticipated tax...

14 CFR 27.571 - Fatigue evaluation of flight structure.

Code of Federal Regulations, 2010 CFR

2010-01-01

... § 27.309, except that maneuvering load factors need not exceed the maximum values expected in operation... paragraph (a)(3) of this section. (b) Fatigue tolerance evaluation. It must be shown that the fatigue tolerance of the structure ensures that the probability of catastrophic fatigue failure is extremely remote...

Facilities Spending Criticized as Uneven

ERIC Educational Resources Information Center

Greifner, Laura

2006-01-01

This article features a report on states and school districts spending almost $600 billion on building and renovating schools from 1995 to 2004, an amount that far exceed earlier expectations. The report also emphasized the uneven facilities spending between minority and affluent districts. Besides receiving the least money for facilities, the…

Thailand national programme of the Earth Resources Technology Satellite

NASA Technical Reports Server (NTRS)

Sabhasri, S. (Principal Investigator)

1976-01-01

The author has identified the following significant results. The study on locating hill tribe villages from LANDSAT imagery was successful and exceeded the initial expectations. Results of the study on land use and forest mapping using Skylab data demonstrated the capability and feasibility of large scale mapping with high accuracy.

Surprising yields with no-till cropping systems

USDA-ARS?s Scientific Manuscript database

Producers using no-till systems have found that crop yields often exceed their expectation based on nutrient and water supply. For example, corn yields 7% higher in a no-till system in central South Dakota than in a tilled system in eastern South Dakota. This is surprising because rainfall is 5 in...

Surprising yields with no-till cropping systems

USDA-ARS?s Scientific Manuscript database

Producers using no-till practices have observed that crop yields can greatly exceed expectations based on nutrient and water supply. For example, Ralph Holzwarth, who farms near Gettysburg, SD, has averaged 150 bu/ac of corn on his farm for the past 6 years. We were surprised with this yield, as c...

23 CFR 1.32 - Issuance of directives.

Code of Federal Regulations, 2014 CFR

2014-04-01

... the highway planning functions. (iv) The Research and Development Manual series entitled, “The... transmitting one-time or short-term instructions or information which is expected to remain in effect for less than 90 days or for a predetermined period of time normally not to exceed one year. (3) Orders are...

23 CFR 1.32 - Issuance of directives.

Code of Federal Regulations, 2013 CFR

2013-04-01

... the highway planning functions. (iv) The Research and Development Manual series entitled, “The... transmitting one-time or short-term instructions or information which is expected to remain in effect for less than 90 days or for a predetermined period of time normally not to exceed one year. (3) Orders are...

23 CFR 1.32 - Issuance of directives.

Code of Federal Regulations, 2010 CFR

2010-04-01

... the highway planning functions. (iv) The Research and Development Manual series entitled, “The... transmitting one-time or short-term instructions or information which is expected to remain in effect for less than 90 days or for a predetermined period of time normally not to exceed one year. (3) Orders are...

11 CFR 9008.9 - Receipt of goods and services from commercial vendors.

Code of Federal Regulations, 2010 CFR

2010-01-01

... for promotional consideration. (1) A commercial vendor may provide goods or services in exchange for promotional consideration provided that doing so is in the ordinary course of business. (2) The provision of... shall not exceed the commercial benefit reasonably expected to be derived from the unique promotional...

14 CFR 25.233 - Directional stability and control.

Code of Federal Regulations, 2011 CFR

2011-01-01

... piloting skill or alertness, in power-off landings at normal landing speed, without using brakes or engine... AIRCRAFT AIRWORTHINESS STANDARDS: TRANSPORT CATEGORY AIRPLANES Flight Ground and Water Handling... that the wind velocity need not exceed 25 knots at any speed at which the airplane may be expected to...

14 CFR 25.233 - Directional stability and control.

Code of Federal Regulations, 2012 CFR

2012-01-01

... piloting skill or alertness, in power-off landings at normal landing speed, without using brakes or engine... AIRCRAFT AIRWORTHINESS STANDARDS: TRANSPORT CATEGORY AIRPLANES Flight Ground and Water Handling... that the wind velocity need not exceed 25 knots at any speed at which the airplane may be expected to...

14 CFR 25.233 - Directional stability and control.

Code of Federal Regulations, 2014 CFR

2014-01-01

... piloting skill or alertness, in power-off landings at normal landing speed, without using brakes or engine... AIRCRAFT AIRWORTHINESS STANDARDS: TRANSPORT CATEGORY AIRPLANES Flight Ground and Water Handling... that the wind velocity need not exceed 25 knots at any speed at which the airplane may be expected to...

14 CFR 25.233 - Directional stability and control.

Code of Federal Regulations, 2013 CFR

2013-01-01

... piloting skill or alertness, in power-off landings at normal landing speed, without using brakes or engine... AIRCRAFT AIRWORTHINESS STANDARDS: TRANSPORT CATEGORY AIRPLANES Flight Ground and Water Handling... that the wind velocity need not exceed 25 knots at any speed at which the airplane may be expected to...

14 CFR § 1274.105 - Review requirements.

Code of Federal Regulations, 2014 CFR

2014-01-01

... an electronic mail (e-mail) message to the following address at NASA Headquarters: [email protected]nasa.gov...) process, for which the total NASA resources to be expended equal or exceed $10 million (cash plus non-cash... Center procurement office (as applicable). For any CAN where NASA's cash contributions are expected to...

14 CFR 1274.105 - Review requirements.

Code of Federal Regulations, 2012 CFR

2012-01-01

... an electronic mail (e-mail) message to the following address at NASA Headquarters: [email protected]nasa.gov..., for which the total NASA resources to be expended equal or exceed $10 million (cash plus non-cash... Center procurement office (as applicable). For any CAN where NASA's cash contributions are expected to...

14 CFR 1274.105 - Review requirements.

Code of Federal Regulations, 2010 CFR

2010-01-01

... an electronic mail (e-mail) message to the following address at NASA Headquarters: [email protected]nasa.gov..., for which the total NASA resources to be expended equal or exceed $10 million (cash plus non-cash... Center procurement office (as applicable). For any CAN where NASA's cash contributions are expected to...

14 CFR 1274.105 - Review requirements.

Code of Federal Regulations, 2013 CFR

2013-01-01

... an electronic mail (e-mail) message to the following address at NASA Headquarters: [email protected]nasa.gov..., for which the total NASA resources to be expended equal or exceed $10 million (cash plus non-cash... Center procurement office (as applicable). For any CAN where NASA's cash contributions are expected to...

14 CFR 1274.105 - Review requirements.

Code of Federal Regulations, 2011 CFR

2011-01-01

... an electronic mail (e-mail) message to the following address at NASA Headquarters: [email protected]nasa.gov..., for which the total NASA resources to be expended equal or exceed $10 million (cash plus non-cash... Center procurement office (as applicable). For any CAN where NASA's cash contributions are expected to...

7 CFR 3550.103 - Eligibility requirements.

Code of Federal Regulations, 2010 CFR

2010-01-01

... the applicant could reasonably be expected to fulfill. Loan applicants must have a credit history that... account where the amount of the delinquency exceeded one installment for more than 30 days within the last...) Delinquency on a federal debt. (2) The following will not be considered indicators of unacceptable credit: (i...

7 CFR 2200.11 - Government-wide debarment and suspension (nonprocurement).

Code of Federal Regulations, 2010 CFR

2010-01-01

... of type, expected to equal or exceed the Federal procurement small purchase threshold fixed at 10 U.S... who is debarred or suspended shall be excluded from Federal financial and nonfinancial assistance and... than a procurement contract for goods or services, regardless of type, under a primary covered...

48 CFR 873.114 - Best value pool.

Code of Federal Regulations, 2011 CFR

2011-10-01

... value pool is expected to exceed the number at which an efficient, timely, and economical competition... that the best value pool can be limited for purposes of making an efficient, timely, and economical... 48 Federal Acquisition Regulations System 5 2011-10-01 2011-10-01 false Best value pool. 873.114...

Assessing the risk posed by high-turbidity water to water supplies.

PubMed

Chang, Chia-Ling; Liao, Chung-Sheng

2012-05-01

The objective of this study is to assess the risk of insufficient water supply posed by high-turbidity water. Several phenomena can pose risks to the sufficiency of a water supply; this study concerns risks to water treatment plants from particular properties of rainfall and raw water turbidity. High-turbidity water can impede water treatment plant operations; rainfall properties can influence the degree of soil erosion. Thus, water turbidity relates to rainfall characteristics. Exceedance probabilities are presented for different rainfall intensities and turbidities of water. When the turbidity of raw water is higher than 5,000 NTU, it can cause operational problems for a water treatment plant. Calculations show that the turbidity of raw water at the Ban-Sin water treatment plant will be higher than 5,000 NTU if the rainfall intensity is larger than 165 mm/day. The exceedance probability of high turbidity (turbidity >5,000 NTU) in the Ban-Sin water treatment plant is larger than 10%. When any water treatment plant cannot work regularly, its ability to supply water to its customers is at risk.

Predicting the Reasons of Customer Complaints: A First Step Toward Anticipating Quality Issues of In Vitro Diagnostics Assays with Machine Learning.

PubMed

Aris-Brosou, Stephane; Kim, James; Li, Li; Liu, Hui

2018-05-15

Vendors in the health care industry produce diagnostic systems that, through a secured connection, allow them to monitor performance almost in real time. However, challenges exist in analyzing and interpreting large volumes of noisy quality control (QC) data. As a result, some QC shifts may not be detected early enough by the vendor, but lead a customer to complain. The aim of this study was to hypothesize that a more proactive response could be designed by utilizing the collected QC data more efficiently. Our aim is therefore to help prevent customer complaints by predicting them based on the QC data collected by in vitro diagnostic systems. QC data from five select in vitro diagnostic assays were combined with the corresponding database of customer complaints over a period of 90 days. A subset of these data over the last 45 days was also analyzed to assess how the length of the training period affects predictions. We defined a set of features used to train two classifiers, one based on decision trees and the other based on adaptive boosting, and assessed model performance by cross-validation. The cross-validations showed classification error rates close to zero for some assays with adaptive boosting when predicting the potential cause of customer complaints. Performance was improved by shortening the training period when the volume of complaints increased. Denoising filters that reduced the number of categories to predict further improved performance, as their application simplified the prediction problem. This novel approach to predicting customer complaints based on QC data may allow the diagnostic industry, the expected end user of our approach, to proactively identify potential product quality issues and fix these before receiving customer complaints. This represents a new step in the direction of using big data toward product quality improvement. ©Stephane Aris-Brosou, James Kim, Li Li, Hui Liu. Originally published in JMIR Medical Informatics (http://medinform.jmir.org), 15.05.2018.

Customer satisfaction in the emergency department.

PubMed

Worthington, Kelly

2004-02-01

Patient satisfaction is not merely a "smile and be nice" set of behaviors. It is a philosophy that is founded in the concept that the patient's experience of care is important and ultimately translates into their actual response to care. The improved response to care that patients exhibit makes patient satisfaction important from a clinical vantage point. That point alone is enough to justify implementation of and commitment to a customer satisfaction program. There are, however, other compelling reasons also. Customer satisfaction has profound ramifications for the financial status of the institution and for its professional reputation in the community. The caregivers who participate in a system of good customer satisfaction experience fewer malpractice suits than their counterparts. And they enjoy a work environment that is more stable and pleasant than other institutions. The implementation of a meaningful customer service program is a huge task. It is a fundamental culture change that requires vision, long-term commitment, and constant surveillance. The single most critical factor in the successful implementation of a program that produces all the gains that it promises is leadership. Leadership must set the stage, create the atmosphere,demand that staff meet expectations, reward success, provide an example,and shape the new culture. Without strong, clear leadership, any customer service initiative will be simply a hospital-wide exercise, and those staff members who harbor a cynical viewpoint will be proved right in the end.One major difference between a successful customer service initiative and an unsuccessful one is the level of sincerity the hospital and its staff have about the care they express for their patients. If the whole process is merely an exercise to improve scores, the success will be limited and without deep roots. If the push is to establish an atmosphere of genuine care and interest for patients, however, the results are more meaningful, longer lasting, and more appreciated by patients and staff.

Predicting the Reasons of Customer Complaints: A First Step Toward Anticipating Quality Issues of In Vitro Diagnostics Assays with Machine Learning

PubMed Central

Kim, James; Li, Li; Liu, Hui

2018-01-01

Background Vendors in the health care industry produce diagnostic systems that, through a secured connection, allow them to monitor performance almost in real time. However, challenges exist in analyzing and interpreting large volumes of noisy quality control (QC) data. As a result, some QC shifts may not be detected early enough by the vendor, but lead a customer to complain. Objective The aim of this study was to hypothesize that a more proactive response could be designed by utilizing the collected QC data more efficiently. Our aim is therefore to help prevent customer complaints by predicting them based on the QC data collected by in vitro diagnostic systems. Methods QC data from five select in vitro diagnostic assays were combined with the corresponding database of customer complaints over a period of 90 days. A subset of these data over the last 45 days was also analyzed to assess how the length of the training period affects predictions. We defined a set of features used to train two classifiers, one based on decision trees and the other based on adaptive boosting, and assessed model performance by cross-validation. Results The cross-validations showed classification error rates close to zero for some assays with adaptive boosting when predicting the potential cause of customer complaints. Performance was improved by shortening the training period when the volume of complaints increased. Denoising filters that reduced the number of categories to predict further improved performance, as their application simplified the prediction problem. Conclusions This novel approach to predicting customer complaints based on QC data may allow the diagnostic industry, the expected end user of our approach, to proactively identify potential product quality issues and fix these before receiving customer complaints. This represents a new step in the direction of using big data toward product quality improvement. PMID:29764796

Patient/parent expectations of orthodontic treatment.

PubMed

Obilade, Omolara Abiodun; da Costa, Oluranti Olatokunbo; Sanu, Oluwatosin Oluyemi

2017-03-01

Expectations of orthodontic treatment may differ between the patient and their parents, as the parents' expectations may not reflect those of the child. The aim of this study, therefore, was to determine the expectations of patients and their parents. This was a clinic-based, comparative, cross-sectional study involving 110 patients aged between 10 and 19 years, as well as their accompanying parents or guardians. The expectations of both patients and parents were determined using a questionnaire developed by Sayers and Newton. Results showed that the expectations of the patients and parents differed significantly in a number of areas with the parents' expectations often exceeding those of the patients. Both patients and parents were found to be ignorant about some aspects of orthodontic treatment, with 47.3% of patients and 39.1% of parents unaware of the duration of orthodontic treatment and, as such, requiring information from their clinicians. The results highlight the importance of patient education and counseling as well as the need to focus on the individual patient and not assume that their expectations mirror those of the accompanying parent. Copyright © 2016. Published by Elsevier Masson SAS.

Global change and carrying capacity: Implications for life on Earth

NASA Technical Reports Server (NTRS)

Ehrlich, Paul R.; Daily, Gretchen C.; Ehrlich, Anne H.; Matson, Pamela; Vitousek, Peter

1989-01-01

Determining the long-term number of people that the planet can support without irreversibly reducing its ability to support people in the future, i.e., the carrying capacity of the Earth, is an exceedingly complex problem. About all that is known for certain is that, with present and foreseeable technologies, the human population has already exceeded the capacity. The reduction in carrying capacity that can be expected to result from direct human impacts on resources and the environment and from our indirect impacts of the climate system is discussed. Global warming and modeling global change and food security are also discussed with respect to carrying capacity.

Data envelopment analysis in service quality evaluation: an empirical study

NASA Astrophysics Data System (ADS)

Najafi, Seyedvahid; Saati, Saber; Tavana, Madjid

2015-09-01

Service quality is often conceptualized as the comparison between service expectations and the actual performance perceptions. It enhances customer satisfaction, decreases customer defection, and promotes customer loyalty. Substantial literature has examined the concept of service quality, its dimensions, and measurement methods. We introduce the perceived service quality index (PSQI) as a single measure for evaluating the multiple-item service quality construct based on the SERVQUAL model. A slack-based measure (SBM) of efficiency with constant inputs is used to calculate the PSQI. In addition, a non-linear programming model based on the SBM is proposed to delineate an improvement guideline and improve service quality. An empirical study is conducted to assess the applicability of the method proposed in this study. A large number of studies have used DEA as a benchmarking tool to measure service quality. These models do not propose a coherent performance evaluation construct and consequently fail to deliver improvement guidelines for improving service quality. The DEA models proposed in this study are designed to evaluate and improve service quality within a comprehensive framework and without any dependency on external data.

The Scatter Search Based Algorithm to Revenue Management Problem in Broadcasting Companies

NASA Astrophysics Data System (ADS)

Pishdad, Arezoo; Sharifyazdi, Mehdi; Karimpour, Reza

2009-09-01

The problem under question in this paper which is faced by broadcasting companies is how to benefit from a limited advertising space. This problem is due to the stochastic behavior of customers (advertiser) in different fare classes. To address this issue we propose a mathematical constrained nonlinear multi period model which incorporates cancellation and overbooking. The objective function is to maximize the total expected revenue and our numerical method performs it by determining the sales limits for each class of customer to present the revenue management control policy. Scheduling the advertising spots in breaks is another area of concern and we consider it as a constraint in our model. In this paper an algorithm based on Scatter search is developed to acquire a good feasible solution. This method uses simulation over customer arrival and in a continuous finite time horizon [0, T]. Several sensitivity analyses are conducted in computational result for depicting the effectiveness of proposed method. It also provides insight into better results of considering revenue management (control policy) compared to "no sales limit" policy in which sooner demand will served first.

Social strategies that work.

PubMed

Piskorski, Mikołaj Jan

2011-11-01

Although most companies have collected lots of friends and followers on social platforms such as Facebook, few have succeeded in generating profits there. That's because they merely port their digital strategies into social environments by broadcasting their commercial messages or seeking customer feedback. To succeed on social platforms, says Harvard Business School's Piskorski, businesses need to devise social strategies that are consistent with users' expectations and behavior in these venues--namely, people want to connect with other people, not with companies. The author defines successful social strategies as those that reduce costs or increase customers' willingness to pay by helping people establish or strengthen relationships through doing free work on a company's behalf. Citing successes at Zynga, eBay, American Express, and Yelp, Piskorski shows that social strategies can generate profits by helping people connect in exchange for tasks that benefit the company such as customer acquisition, marketing, and content creation. He lays out a systematic way to build a social strategy and shows how a major credit card company he advised used the method to roll out its own strategy.

Alternative power supply systems for remote industrial customers

NASA Astrophysics Data System (ADS)

Kharlamova, N. V.; Khalyasmaa, A. I.; Eroshenko, S. A.

2017-06-01

The paper addresses the problem of alternative power supply of remote industrial clusters with renewable electric energy generation. As a result of different technologies comparison, consideration is given to wind energy application. The authors present a methodology of mean expected wind generation output calculation, based on Weibull distribution, which provides an effective express-tool for preliminary assessment of required installed generation capacity. The case study is based on real data including database of meteorological information, relief characteristics, power system topology etc. Wind generation feasibility estimation for a specific territory is followed by power flow calculations using Monte Carlo methodology. Finally, the paper provides a set of recommendations to ensure safe and reliable power supply for the final customers and, subsequently, to provide sustainable development of the regions, located far from megalopolises and industrial centres.

1995 mask industry quality assessment

NASA Astrophysics Data System (ADS)

Bishop, Chris; Strott, Al

1995-12-01

The third annual mask industry assessment will again survey various industry companies for key performance measurements in the areas of quality and delivery. This year's assessment is enhanced to include the area of safety and further breakdown of the data into 5-inch vs. 6- inch. The data compiled includes shipments, customer return rate, customer return reason, performance to schedule, plate survival yield, and throughput time (TPT) from 1988 through Q2, 1995. Contributor identities remain protected by utilizing Arthur Andersen & Company to ensure participant confidentiality. Participation in the past included representation of over 75% of the total merchant and captive mask volume in the United States. This year's assessment is expected to result in expanded participation by again inviting all mask suppliers domestically to participate as well as an impact from inviting international suppliers to participate.

Clinical decision making and the expected value of information.

PubMed

Willan, Andrew R

2007-01-01

The results of the HOPE study, a randomized clinical trial, provide strong evidence that 1) ramipril prevents the composite outcome of cardiovascular death, myocardial infarction or stroke in patients who are at high risk of a cardiovascular event and 2) ramipril is cost-effective at a threshold willingness-to-pay of $10,000 to prevent an event of the composite outcome. In this report the concept of the expected value of information is used to determine if the information provided by the HOPE study is sufficient for decision making in the US and Canada. and results Using the cost-effectiveness data from a clinical trial, or from a meta-analysis of several trials, one can determine, based on the number of future patients that would benefit from the health technology under investigation, the expected value of sample information (EVSI) of a future trial as a function of proposed sample size. If the EVSI exceeds the cost for any particular sample size then the current information is insufficient for decision making and a future trial is indicated. If, on the other hand, there is no sample size for which the EVSI exceeds the cost, then there is sufficient information for decision making and no future trial is required. Using the data from the HOPE study these concepts are applied for various assumptions regarding the fixed and variable cost of a future trial and the number of patients who would benefit from ramipril. Expected value of information methods provide a decision-analytic alternative to the standard likelihood methods for assessing the evidence provided by cost-effectiveness data from randomized clinical trials.

The unhealthy physician

PubMed Central

Magnavita, Nicola

2007-01-01

Background Physicians, if affected by transmissible or impairing diseases, could be hazardous for third persons. Aim To solve the apparent chasm between patient's and sick worker's rights, a consensus‐building process leading to hospital‐wide policies is the better alternative to individual decision making. Conclusions Policies have to balance the rights of the sick worker, the right of the other workers, patients and customers, and society's expectations. PMID:17400618

U.S. Geological Survey Business Partner Program

USGS Publications Warehouse

,

1999-01-01

The Business Partner Program is composed of a network of private sector organizations that distribute U.S. Geological Survey (USGS) products. By engaging the private sector, State and local government, and academic and nonprofit organizations in product dissemination, the USGS expects to increase the availability of its products to end users, locate customer service closer to the user, and provide cost savings to the Federal Government.

Government Support for Synthetic Pipeline Gas Uncertain and Needs Attention.

DTIC Science & Technology

1982-05-14

coal gas. Tear Sheetii RECOMMENDATIONS GAO recommends that the Secretary of Energy - --establish a plan to guide future support of high-Btu coal...recognizes that there are basic dif- ferences expected from large and small scale research projects, GAO believes that the report recognizes these...transportation, including the pipeline system. In its price-setting, or ratemaking function, it represents the interests of gas customers, sometimes

The Right to a Better Life: Using an After-School Work Camp to Create Customized Employment Opportunities for Rural High School Students with Severe Disabilities

ERIC Educational Resources Information Center

Molina, Leslie; Demchak, MaryAnn

2016-01-01

If people with intellectual disability are to become truly self-determined, they must be allowed to express choice throughout their lives, including employment. Expectations for competitive employment tend to be low for this population, if considered at all (Citron et al., 2008). Theoretically, integrated employment options, including customized…

Customized, Outcome-Based, Relevant Evaluation (CORE) at Lipscomb University: A Competency-Based Education Case Study

ERIC Educational Resources Information Center

Klein-Collins, Rebecca; Olson, Rick

2014-01-01

In recent years, there has been a surge of interest in competency-based degree programs at the postsecondary level. These programs are promising for the future of higher education because they establish clear expectations for what graduates must know and be able to do, and many models have been designed to allow students to learn and earn a degree…

New FASB standard addresses revenue recognition considerations.

PubMed

McKee, Thomas E

2015-12-01

Healthcare organizations are expected to apply the following steps in revenue recognition under the new standard issued in May 2014 by the Financial Accounting Standards Board: Identify the customer contract. Identify the performance obligations in the contract. Determine the transaction price. Allocate the transaction price to the performance obligations in the contract. Recognize revenue when--or in some circumstances, as--the entity satisfies the performance obligation.

Custom-Made Total Talonavicular Replacement in a Professional Rock Climber.

PubMed

Giannini, Sandro; Cadossi, Matteo; Mazzotti, Antonio; Ramponi, Laura; Belvedere, Claudio; Leardini, Alberto

Professional athletes are often eager to resume sporting activities at preinjury levels. When facing the challenge of restoring joint function after a complex articular fracture, innovative solutions must be explored. We describe the results of what we believe to be the first custom-made talonavicular prosthesis implanted in a professional rock climber who had developed post-traumatic ankle and talonavicular arthritis as sequelae of a complex talar and navicular fracture. Using computed tomography scan reconstruction of the contralateral healthy ankle and direct metal laser sintering, a custom-made talonavicular prosthesis was obtained and implanted using an anteromedial approach. The patient was clinically and radiographically evaluated every 6 months after surgery for 30 months. A 3-dimensional videofluoroscopic analysis was performed to assess the range of motion about the prosthesis. At the last follow-up visit, the functional scores were excellent (Tegner activity scale score of 9 of 10), and he had completely resumed his sporting activity. The American Orthopaedic Foot and Ankle Society score had increased from 36 to 81 points, and no signs of radiolucency were observed on the radiographs. The 3-dimensional videofluoroscopic analysis showed 15° of dorsiflexion and 4° of plantar flexion at the ankle. A customized solution is an option when the patient's expectations are not likely to be met by standard treatment, such as arthrodesis. A custom-made talonavicular prosthesis can be an effective solution for complex ankle injury sequelae in patients demanding high functionality. Copyright © 2015 American College of Foot and Ankle Surgeons. Published by Elsevier Inc. All rights reserved.

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).

Clinical and psychosocial predictors of exceeding target length of stay during inpatient stroke rehabilitation.

PubMed

Lai, Wesley; Buttineau, Mackenzie; Harvey, Jennifer K; Pucci, Rebecca A; Wong, Anna P M; Dell'Erario, Linda; Bosnyak, Stephanie; Reid, Shannon; Salbach, Nancy M

2017-10-01

In Ontario, Canada, patients admitted to inpatient rehabilitation hospitals post-stroke are classified into rehabilitation patient groups based on age and functional level. Clinical practice guidelines, called quality-based procedures, recommend a target length of stay (LOS) for each group. The study objective was to evaluate the extent to which patients post-stroke at an inpatient rehabilitation hospital are meeting LOS targets and to identify patient characteristics that predict exceeding target LOS. A quantitative, longitudinal study from an inpatient rehabilitation hospital was conducted. Participants included adult patients (≥18 years) with stroke, admitted to an inpatient rehabilitation hospital between 2014 and 2015. The percentage of patients exceeding the recommended target LOS was determined. Logistic regression was performed to identify clinical and psychosocial patient characteristics associated with exceeding target LOS after adjusting for stroke severity. Of 165 patients, 38.8% exceeded their target LOS. Presence of ataxia, recurrent stroke, living alone, absence of a caregiver at admission, and acquiring a caregiver during hospital LOS was each associated with significantly higher odds of exceeding target LOS in comparison to patients without these characteristics after adjusting for stroke severity (p < 0.05). Findings suggest that social and stroke-specific factors may be helpful to adjust LOS expectations and promote efficient resource allocation. This exploratory study was limited to findings from one inpatient rehabilitation hospital. Cross-validation of results using data-sets from multiple rehabilitation hospitals across Ontario is recommended.

Exceedance of PM10 and ozone concentration limits in Germany - Spatial variability and influence of climate

NASA Astrophysics Data System (ADS)

Heidenreich, Majana; Bernhofer, Christian

2014-05-01

High concentrations of particulate matter (PM) and ground-level ozone (O3) have negative impacts on human health, e.g., increased risk of respiratory disease, and the environment. European Union (EU) air policy and air quality standards led to continuously reduced air pollution problems in recent decades. Nevertheless, the limit values for PM10 (particles with diameter of 10 micrometers or less) and ozone - defined by the directive 2008/50/EC of the European Parliament - are still exceeded frequently. Poor air quality and the exceedance of limits result mainly from the combination of high emissions and unfavourable weather conditions. Datasets from German monitoring stations are used to describe the spatial and temporal variability of the exceedance of concentration limits for PM10 and ozone for the federal states of Germany. Time series are analysed for the period 2000-2012 for PM10 and for the period 1990-2012 for ozone. Furthermore, the influence of weather patterns on the exceedance of concentration limits on a regional scale was investigated. Here, the "objective weather types" of the German Weather Service were used. As expected, for most regions anticyclonic weather types (with a negative cyclonality index for the two levels 950 and 500 hPa) show a high frequency on exeedance days, both for PM10 and ozone. The results could contribute to estimate the future exceedance frequency of concentration limits and to develop possible countermeasures.

Trends Over 4 Decades in Disability-Free Life Expectancy in the United States.

PubMed

Crimmins, Eileen M; Zhang, Yuan; Saito, Yasuhiko

2016-07-01

To examine changes over 40 years (1970-2010) in life expectancy, life expectancy with disability, and disability-free life expectancy for American men and women of all ages. We used mortality rates from US Vital Statistics and data on disability prevalence in the community-dwelling population from the National Health Interview Survey; for the institutional population, we computed disability prevalence from the US Census. We used the Sullivan method to estimate disabled and disability-free life expectancy for 1970, 1980, 1990, 2000, and 2010. Over the 40 years, there was a steady increase in both disability-free life expectancy and disabled life expectancy. At birth, increases in disabled life and nondisabled life were equal for men (4.5 years); for women, at birth the increase in life with disability (3.6 years) exceeded the increase in life free of disability (2.7 years). At age 65 years, the increase in disability-free life was greater than the increase in disabled life. Across the life cycle, there was no compression of morbidity, but at age 65 years some compression occurred.

Opioid Receptors Mediate Direct Predictive Fear Learning: Evidence from One-Trial Blocking

ERIC Educational Resources Information Center

Cole, Sindy; McNally, Gavan P.

2007-01-01

Pavlovian fear learning depends on predictive error, so that fear learning occurs when the actual outcome of a conditioning trial exceeds the expected outcome. Previous research has shown that opioid receptors, including [mu]-opioid receptors in the ventrolateral quadrant of the midbrain periaqueductal gray (vlPAG), mediate such predictive fear…

Stock in Trade: The Role of English in International Trade Proceedings.

ERIC Educational Resources Information Center

Cremer, Rolf D.; Willes, Mary J.

1991-01-01

Examines the use of English by merchandisers in Macao, where the required proficiency exceeds that these individuals can be expected to possess. Examples of serious language mistakes are given and contextual and other clues are identified. Possible solutions for these problems are suggested and potential directions of further enquiry are explored.…

20 CFR 641.740 - How will the Department determine whether a grantee fails, meets, or exceeds the expected levels...

Code of Federal Regulations, 2011 CFR

2011-04-01

... Employees' Benefits EMPLOYMENT AND TRAINING ADMINISTRATION, DEPARTMENT OF LABOR PROVISIONS GOVERNING THE... Year 2007) will not be allowed to compete in the subsequent grant competition, but may compete in the next grant competition after that subsequent competition. (2) State grantees. (i) If the Department...

23 CFR 1.32 - Issuance of directives.

Code of Federal Regulations, 2012 CFR

2012-04-01

... transmitting one-time or short-term instructions or information which is expected to remain in effect for less than 90 days or for a predetermined period of time normally not to exceed one year. (3) Orders are... Department of Transportation. (5) Manuals are generally designed for use in issuing permanent or long-lasting...

23 CFR 1.32 - Issuance of directives.

Code of Federal Regulations, 2011 CFR

2011-04-01

... transmitting one-time or short-term instructions or information which is expected to remain in effect for less than 90 days or for a predetermined period of time normally not to exceed one year. (3) Orders are... Department of Transportation. (5) Manuals are generally designed for use in issuing permanent or long-lasting...

Short Pulse High Brightness X-ray Production with the PLEIADES Thomson Scattering Source

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

Anderson, S G; Barty, C P J; Betts, S M

2003-07-01

We describe PLEIADES, a compact, tunable, high-brightness, ultra-short pulse, Thomson x-ray source. The peak brightness of the source is expected to exceed 10{sup 20} photons/s/0.1% bandwidth/mm{sup 2}/mrad{sup 2}. Initial results are reported and compared to theoretical calculations.

7 CFR 762.124 - Interest rates, terms, charges, and fees.

Code of Federal Regulations, 2013 CFR

2013-01-01

... economic reverses. (2) The final maturity date for each loan cannot exceed 7 years from the date of the... farm, or recover from a disaster or an economical reversal. (2) Loans with balloon installments must... payment comes due based on the expected financial condition of the operation, the depreciated value of the...

7 CFR 762.124 - Interest rates, terms, charges, and fees.

Code of Federal Regulations, 2011 CFR

2011-01-01

... economic reverses. (2) The final maturity date for each loan cannot exceed 7 years from the date of the... farm, or recover from a disaster or an economical reversal. (2) Loans with balloon installments must... payment comes due based on the expected financial condition of the operation, the depreciated value of the...

7 CFR 762.124 - Interest rates, terms, charges, and fees.

Code of Federal Regulations, 2012 CFR

2012-01-01

... economic reverses. (2) The final maturity date for each loan cannot exceed 7 years from the date of the... farm, or recover from a disaster or an economical reversal. (2) Loans with balloon installments must... payment comes due based on the expected financial condition of the operation, the depreciated value of the...

Expectations Meet Reality: The Underprepared Student and Community Colleges. 2016 National Report

ERIC Educational Resources Information Center

Center for Community College Student Engagement, 2016

2016-01-01

Improving college completion is a shared objective of higher education. It is the focus of colleges, foundations, state governments, and the White House. Students have gotten the message--their aspirations are on the rise. But the nation's collective ambition far exceeds today's outcomes. Many students are not attaining their goals. College…

Exceeding Expectations: Scaffolding Agentic Engagement through Assessment as Learning

ERIC Educational Resources Information Center

Fletcher, Anna Katarina

2016-01-01

Background: The active involvement of learners as critical, reflective and capable agents in the learning process is a core aim in contemporary education policy in Australia, and is regarded as a significant factor for academic success. However, within the relevant literature, the issue of positioning students as agents in the learning process has…

Hire Education: Mastery, Modularization, and the Workforce Revolution

ERIC Educational Resources Information Center

Weise, Michelle R.; Christensen, Clayton M.

2014-01-01

The economic urgency around higher education is undeniable: the price of tuition has soared; student loan debt now exceeds $1 trillion and is greater than credit card debt; the dollars available from government sources for colleges are expected to shrink in the years to come; and the costs for traditional institutions to stay competitive continue…

Franklin Middle School: E2--To Exceed Expectations

ERIC Educational Resources Information Center

Principal Leadership, 2011

2011-01-01

This article features Franklin Middle School which is located in the heart of an economically challenged neighborhood in the small urban city of Champaign in central Illinois. Though staffed by dedicated adults and attended by hardworking students, Franklin is recovering from a difficult past. As a result of years of racial discord, segregation,…

The role of plant pathology and plant pathology journals in future food security

USDA-ARS?s Scientific Manuscript database

The world's population is expected to exceed 9 billion by 2050 and this will require a significant increase in crop production for global food security. Future increases in crop production will require limiting the effects of weeds, insects, and diseases incited by fungi, viruses, nematodes, and ba...

User Need Satisfaction as a Basis for Tactical Airlift Scheduling.

DTIC Science & Technology

1984-03-01

Yr.. Mo.. Day) 1S. PAGE COUNT MS Thesis FROM _ TO 1984 March 220 16. SUPPLEMENTARY NOTATION gym . Daan for Resoarch and Prolusloud ou -t, :... e...SUBROUTINE ROUTE. IT DOES THIS BY TESTING EACH MISSION C- FOR SCHEDULING CONFI ICTS . IF THE NUMBER OF EXPECTED C- CONFLICTS EXCEEDS A MINIMUM VALUE, THE

Design of high-reliability low-cost amorphous silicon modules for high energy yield

NASA Astrophysics Data System (ADS)

Jansen, Kai W.; Varvar, Anthony; Twesme, Edward; Berens, Troy; Dhere, Neelkanth G.

2008-08-01

For PV modules to fulfill their intended purpose, they must generate sufficient economic return over their lifetime to justify their initial cost. Not only must modules be manufactured at a low cost/Wp with a high energy yield (kWh/kWp), they must also be designed to withstand the significant environmental stresses experienced throughout their 25+ year lifetime. Based on field experience, the most common factors affecting the lifetime energy yield of glass-based amorphous silicon (a-Si) modules have been identified; these include: 1) light-induced degradation; 2) moisture ingress and thin film corrosion; 3) transparent conductive oxide (TCO) delamination; and 4) glass breakage. The current approaches to mitigating the effect of these degradation mechanisms are discussed and the accelerated tests designed to simulate some of the field failures are described. In some cases, novel accelerated tests have been created to facilitate the development of improved manufacturing processes, including a unique test to screen for TCO delamination. Modules using the most reliable designs are tested in high voltage arrays at customer and internal test sites, as well as at independent laboratories. Data from tests at the Florida Solar Energy Center has shown that a-Si tandem modules can demonstrate an energy yield exceeding 1200 kWh/kWp/yr in a subtropical climate. In the same study, the test arrays demonstrated low long-term power loss over two years of data collection, after initial stabilization. The absolute power produced by the test arrays varied seasonally by approximately +/-7%, as expected.

Autocorrelation structure of convective rainfall in semiarid-arid climate derived from high-resolution X-Band radar estimates

NASA Astrophysics Data System (ADS)

Marra, Francesco; Morin, Efrat

2018-02-01

Small scale rainfall variability is a key factor driving runoff response in fast responding systems, such as mountainous, urban and arid catchments. In this paper, the spatial-temporal autocorrelation structure of convective rainfall is derived with extremely high resolutions (60 m, 1 min) using estimates from an X-Band weather radar recently installed in a semiarid-arid area. The 2-dimensional spatial autocorrelation of convective rainfall fields and the temporal autocorrelation of point-wise and distributed rainfall fields are examined. The autocorrelation structures are characterized by spatial anisotropy, correlation distances 1.5-2.8 km and rarely exceeding 5 km, and time-correlation distances 1.8-6.4 min and rarely exceeding 10 min. The observed spatial variability is expected to negatively affect estimates from rain gauges and microwave links rather than satellite and C-/S-Band radars; conversely, the temporal variability is expected to negatively affect remote sensing estimates rather than rain gauges. The presented results provide quantitative information for stochastic weather generators, cloud-resolving models, dryland hydrologic and agricultural models, and multi-sensor merging techniques.

Can brook trout survive climate change in large rivers? If it rains.

PubMed

Merriam, Eric R; Fernandez, Rodrigo; Petty, J Todd; Zegre, Nicolas

2017-12-31

We provide an assessment of thermal characteristics and climate change vulnerability for brook trout (Salvelinus fontinalis) habitats in the upper Shavers Fork sub-watershed, West Virginia. Spatial and temporal (2001-2015) variability in observed summer (6/1-8/31) stream temperatures was quantified in 23 (9 tributary, 14 main-stem) reaches. We developed a mixed effects model to predict site-specific mean daily stream temperature from air temperature and discharge and coupled this model with a hydrologic model to predict future (2016-2100) changes in stream temperature under low (RCP 4.5) and high (RCP 8.5) emissions scenarios. Observed mean daily stream temperature exceeded the 21°C brook trout physiological threshold in all but one main-stem site, and 3 sites exceeded proposed thermal limits for either 63- and 7-day mean stream temperature. We modeled mean daily stream temperature with a high degree of certainty (R 2 =0.93; RMSE=0.76°C). Predicted increases in mean daily stream temperature in main-stem and tributary reaches ranged from 0.2°C (RCP 4.5) to 1.2°C (RCP 8.5). Between 2091 and 2100, the average number of days with mean daily stream temperature>21°C increased within main-stem sites under the RCP 4.5 (0-1.2days) and 8.5 (0-13) scenarios; however, no site is expected to exceed 63- or 7-day thermal limits. During the warmest 10years, ≥5 main-stem sites exceeded the 63- or 7-day thermal tolerance limits under both climate emissions scenarios. Years with the greatest increases in stream temperature were characterized by low mean daily discharge. Main-stem reaches below major tributaries never exceed thermal limits, despite neighboring reaches having among the highest observed and predicted stream temperatures. Persistence of thermal refugia within upper Shavers Fork would enable persistence of metapopulation structure and life history processes. However, this will only be possible if projected increases in discharge are realized and offset expected increases in air temperature. Copyright © 2017 The Authors. Published by Elsevier B.V. All rights reserved.

Patients' expectations of osteopathic care: a qualitative study.

PubMed

Cross, Vinette; Leach, C M Janine; Fawkes, Carol A; Moore, Ann P

2015-10-01

Research has shown that patients' expectations of health care and health-care practitioners are complex and may have a significant impact on outcomes of care. Little is known about the expectations of osteopathic patients. To explore osteopathic patients' expectations of private sector care. Focus groups and individual interviews with purposively selected patients; this was the qualitative phase of a mixed methods study, the final phase being a patient survey. A total of 34 adult patients currently attending for treatment at private osteopathic practices across the United Kingdom. Focus group discussions and individual interviews around expectations before, during and after osteopathic care. Thematic analysis of text data to identify topics raised by patients and to group these into broad themes. Many components of expectation were identified. A preliminary conceptual framework describing the way the therapeutic encounter is approached in osteopathy comprised five themes: individual agency, professional expertise, customer experience, therapeutic process and interpersonal relationship. The components of expectation identified in this phase of the study provided potential question topics for the survey questionnaire in the subsequent phase of the investigation. The model developed in this study may add a new perspective to existing evidence on expectations. Further research is recommended to test the findings both within private practice and the National Health Service. © 2013 John Wiley & Sons Ltd.

Growth and nonlinear response of driven water bells

NASA Astrophysics Data System (ADS)

Kolinski, John M.; Aharoni, Hillel; Fineberg, Jay; Sharon, Eran

2017-04-01

A water bell forms when a fluid jet impacts upon a target and separates into a two-dimensional sheet. Depending on the angle of separation from the target, the sheet can curve into a variety of different geometries. We show analytically that harmonic perturbations of water bells have linear wave solutions with geometry-dependent growth. We test the predictions of this model experimentally with a custom target system, and observe growth in agreement with the model below a critical forcing amplitude. Once the critical forcing amplitude is exceeded, a nonlinear transcritical bifurcation occurs; the response amplitude increases linearly with increasing forcing amplitude, albeit with a fundamentally different spatial form, and distinct nodes appear in the amplitude envelope.

Phylogeographic differentiation versus transcriptomic adaptation to warm temperatures in Zostera marina, a globally important seagrass.

PubMed

Jueterbock, A; Franssen, S U; Bergmann, N; Gu, J; Coyer, J A; Reusch, T B H; Bornberg-Bauer, E; Olsen, J L

2016-11-01

Populations distributed across a broad thermal cline are instrumental in addressing adaptation to increasing temperatures under global warming. Using a space-for-time substitution design, we tested for parallel adaptation to warm temperatures along two independent thermal clines in Zostera marina, the most widely distributed seagrass in the temperate Northern Hemisphere. A North-South pair of populations was sampled along the European and North American coasts and exposed to a simulated heatwave in a common-garden mesocosm. Transcriptomic responses under control, heat stress and recovery were recorded in 99 RNAseq libraries with ~13 000 uniquely annotated, expressed genes. We corrected for phylogenetic differentiation among populations to discriminate neutral from adaptive differentiation. The two southern populations recovered faster from heat stress and showed parallel transcriptomic differentiation, as compared with northern populations. Among 2389 differentially expressed genes, 21 exceeded neutral expectations and were likely involved in parallel adaptation to warm temperatures. However, the strongest differentiation following phylogenetic correction was between the three Atlantic populations and the Mediterranean population with 128 of 4711 differentially expressed genes exceeding neutral expectations. Although adaptation to warm temperatures is expected to reduce sensitivity to heatwaves, the continued resistance of seagrass to further anthropogenic stresses may be impaired by heat-induced downregulation of genes related to photosynthesis, pathogen defence and stress tolerance. © 2016 John Wiley & Sons Ltd.

Seasonality of hospital admissions and birth dates among inpatients with eating disorders: a nationwide population-based retrospective study.

PubMed

Liang, Chih-Sung; Chung, Chi-Hsiang; Tsai, Chia-Kuang; Chien, Wu-Chien

2018-04-01

Seasonal variation exists in the psychopathology of eating disorders. However, it is still unknown whether there is seasonal variation in eating disorder symptom severity. This study investigated seasonal trends in hospital admissions and birth dates among patients with eating disorders in Taiwan (25°N). Subgroup analyses by gender and comorbid affective disorders were also of interest. Data on all hospital admissions between 2000 and 2013 were collected from the Taiwan National Health Insurance Research Database, and 1954 patients with eating disorders were identified. Hospital admissions and birth dates were recorded by day. The four seasons and cross-seasons were defined by solstices and equinoxes. The expected distribution of births was determined using data from all patients hospitalized from 2000 to 2013 (n = 13,139,306). Hospital admissions among patients with eating disorders exceeded the rate of expected hospital admissions in the summer season (p < 0.001) and the autumn cross-season (p < 0.001). However, the seasonal (p = 0.421) and cross-seasonal (p = 0.24) distributions of birth dates among these patients did not differ from the expected distributions. Interestingly, hospital admissions among patients with comorbid affective disorders exceeded the rates of hospital admissions among non-affective patients during the spring (p = 0.004). Moreover, the number of non-affective patients born during autumn exceeded the birth rates of affective patients during this season (p = 0.001). Gender and comorbid affective disorders were not associated with cross-seasonal differences in either hospitalizations or dates of birth. Affective psychopathology in inpatients with eating disorders may substantially contribute to symptom severity that waxes and wanes with the seasons. Moreover, the seasonal distribution of birth dates was significantly different in patients without comorbid affective disorders.

The CEO hits the road (and other sales tales).

PubMed

Mackay, H B

1990-01-01

Kenneth Macke, CEO of Dayton-Hudson, the soft goods and discount store chain, often spends weekends prowling his own and competitors' stores, observing. Edwin Artzt, CEO of Procter & Gamble, once interrupted a global marketing jaunt to work with a division on its promotion plans. These are CEOs in the trenches, a place where they ought to spend a certain amount of their time so that they can learn how the business is going. "A desk is a dangerous place from which to view the world," says John le Carré, as quoted approvingly by the author. Mackay asserts that time spent on the road with the sales force is especially valuable. You will learn: Whether all the sales team knows its prospects and sets reasonable expectations. How much the salespeople know about the product, particularly in ways that differentiate it from the competition. Whether the sellers keep abreast of changes in customers' businesses. If the salespeople feel they have a stake in the business. As a rookie envelope salesman, Mackay was taken in tow by a veteran and shown the value of learning the competition's local customer base intimately. Later, as the CEO with a junior salesperson in tow, he demonstrated the value of learning not only the competition's moves but also the customers'. To close sales, salespeople and the CEO have to look over their customers' shoulders as well as their competitors'.

Flight, orientation, and homing abilities of honeybees following exposure to 2.45-GHz CW microwaves.

PubMed

Gary, N E; Westerdahl, B B

1981-01-01

Foraging-experienced honeybees retained normal flight, orientation, and memory functions after 30 minutes' exposure to 2.45-GHz CW microwaves at power densities from 3 to 50 mW/cm2. These experiments were conducted at power densities approximating and exceeding those that would be present above receiving antennas of the proposed solar power satellite (SPS) energy transmission system and for a duration exceeding that which honeybees living outside a rectenna might be expected to spend within the rectenna on individual foraging trips. There was no evidence that airborne invertebrates would be significantly affected during transient passage through microwaves associated with SPS ground-based microwave receiving stations.

Notes from the field: hospitalizations for respiratory disease among unaccompanied children from Central America - multiple States, June-July 2014.

PubMed

Nyangoma, Edith N; Arriola, Carmen Sofia; Hagan, Jose; Socias, Christina; Tomczyk, Sara; Watkins, Louise Francois; Westercamp, Matthew; Kim, Curi

2014-08-15

During October 2013-June 2014, approximately 54,000 unaccompanied children, mostly from the Central American countries of El Salvador, Guatemala, and Honduras, were identified attempting entry into the United States from Mexico, exceeding numbers reported in previous years. Once identified in the United States, U.S. Customs and Border Protection, an agency of the U.S. Department of Homeland Security, processes the unaccompanied children and transfers them to the Office of Refugee Resettlement (ORR), an office of the Administration for Children and Families, U.S. Department of Health and Human Services. ORR cares for the children in shelters until they can be released to a sponsor, typically a parent or relative, who can care for the child while their immigration case is processed. In June 2014, in response to the increased number of unaccompanied children, U.S. Customs and Border Protection expanded operations to accommodate children at a processing center in Nogales, Arizona. ORR, together with the U.S. Department of Defense, opened additional large temporary shelters for the children at Lackland Air Force Base, Texas; U.S. Army Garrison Ft. Sill, Oklahoma; and Naval Base Ventura County, California.

The value of supply chain coordination under moral hazard: A case study of the consumer product supply chain.

PubMed

Lee, Yumi; Song, Sang Hwa; Cheong, Taesu

2018-01-01

In this paper, we examine a real-world case related to the consumer product supply chain to analyze the value of supply chain coordination under the condition of moral hazard. Because of the characteristics of a buyback contract scheme employed in the supply chain, the supplier company's sales department encourages retailers to order more inventory to meet their sales target, whereas retailers pay less attention to their inventory level and leftovers at the end of the season. This condition induces moral hazard problems in the operation of the supply chain, as suppliers suffer from huge returns of leftover inventory. This, in turn, is related to the obsolescence of returned inventory, even with penalty terms in the contract for the return of any leftovers. In this study, we show under the current buyback-based supply chain operation, the inventory levels of both the supplier and retailers exceed customer demand and develop vendor-managed inventory (VMI) system with base stock policy to remove any mismatch of supply and demand. A comparison of both systems shows that through the proper coordination of supply chain operations, both suppliers and retailers can gain additional benefits while providing proper services to end customers.

A forward view on reliable computers for flight control

NASA Technical Reports Server (NTRS)

Goldberg, J.; Wensley, J. H.

1976-01-01

The requirements for fault-tolerant computers for flight control of commercial aircraft are examined; it is concluded that the reliability requirements far exceed those typically quoted for space missions. Examination of circuit technology and alternative computer architectures indicates that the desired reliability can be achieved with several different computer structures, though there are obvious advantages to those that are more economic, more reliable, and, very importantly, more certifiable as to fault tolerance. Progress in this field is expected to bring about better computer systems that are more rigorously designed and analyzed even though computational requirements are expected to increase significantly.