Evaluation of customer satisfaction at the Department of Paediatric Dentistry of "Sapienza" University of Rome.

PubMed

Ierardo, G; Luzzi, V; Vestri, A; Sfasciotti, G L; Polimeni, A

2008-03-01

Healthcare facility management requires the optimisation of the quality of services offered. The Authors adopted a questionnaire as a means to assess customer satisfaction and needs. The Questionnaire has been designed to address adults, i.e., parents or guardians of children attending the Paediatric unit as patients. To estimate their degree of satisfaction, either regarding the environment where children are treated or about the direct interactions between the parents and the structure (waiting room, waiting time, treatment time and time needed to make the payments, costs, etc.), the questionnaire was submitted to a sample of approximately 600 customers, between March and June of 2005. On one hand results provide a pleasant confirmation on customers' perception of the service, especially regarding the direct relationship between the parties; on the other, they highlight aspects that could be improved (waiting room, optimisation of waiting time), distinguishing between factors that need extra funding to be implemented, and those that, instead, could be simply improved through a better and more efficient organisation of labour and time. The present analysis and previous experiences confirm that appraisal of the degree of customers' satisfaction by means of questionnaires is a valid and necessary instrument for the quality improvement of a healthcare service. Doing so, economic and human resources can be more efficiently allocated.

Three Hundred Sixty Degree Feedback: program implementation in a local health department.

PubMed

Swain, Geoffrey R; Schubot, David B; Thomas, Virginia; Baker, Bevan K; Foldy, Seth L; Greaves, William W; Monteagudo, Maria

2004-01-01

Three Hundred Sixty Degree Feedback systems, while popular in business, have been less commonly implemented in local public health agencies. At the same time, they are effective methods of improving employee morale, work performance, organizational culture, and attainment of desired organizational outcomes. These systems can be purchased "off-the-shelf," or custom applications can be developed for a better fit with unique organizational needs. We describe the City of Milwaukee Health Department's successful experience customizing and implementing a 360-degree feedback system in the context of its ongoing total quality improvement efforts.

Teaming up to crack innovation and enterprise integration.

PubMed

Cash, James I; Earl, Michael J; Morison, Robert

2008-11-01

In the continuing quest for business growth, many CEOs are turning to their CIOs and IT organizations because technology is essential to two compelling sources of growth: innovation and integration. Innovation, of course, is doing new things that customers ultimately appreciate and value--not only developing new generations of products, services, channels, and customer experience but also conceiving new business processes and models. Integration is making the multiple units, functions, and sites of large organizations work together to increase capacity, improve performance, lower cost structure, and discover opportunities for improvement that don't appear until you look across functions.

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.

39 CFR 3055.92 - Customer Experience Measurement Surveys.

Code of Federal Regulations, 2012 CFR

2012-07-01

... 39 Postal Service 1 2012-07-01 2012-07-01 false Customer Experience Measurement Surveys. 3055.92... SATISFACTION REPORTING Reporting of Customer Satisfaction § 3055.92 Customer Experience Measurement Surveys. (a... instrument including: (1) A description of the customer type targeted by the survey; (2) The number of...

39 CFR 3055.92 - Customer Experience Measurement Surveys.

Code of Federal Regulations, 2011 CFR

2011-07-01

... 39 Postal Service 1 2011-07-01 2011-07-01 false Customer Experience Measurement Surveys. 3055.92... SATISFACTION REPORTING Reporting of Customer Satisfaction § 3055.92 Customer Experience Measurement Surveys. (a... instrument including: (1) A description of the customer type targeted by the survey; (2) The number of...

39 CFR 3055.92 - Customer Experience Measurement Surveys.

Code of Federal Regulations, 2013 CFR

2013-07-01

... 39 Postal Service 1 2013-07-01 2013-07-01 false Customer Experience Measurement Surveys. 3055.92... SATISFACTION REPORTING Reporting of Customer Satisfaction § 3055.92 Customer Experience Measurement Surveys. (a... instrument including: (1) A description of the customer type targeted by the survey; (2) The number of...

39 CFR 3055.92 - Customer Experience Measurement Surveys.

Code of Federal Regulations, 2014 CFR

2014-07-01

... 39 Postal Service 1 2014-07-01 2014-07-01 false Customer Experience Measurement Surveys. 3055.92... SATISFACTION REPORTING Reporting of Customer Satisfaction § 3055.92 Customer Experience Measurement Surveys. (a... instrument including: (1) A description of the customer type targeted by the survey; (2) The number of...

Image-guidance enables new methods for customizing cochlear implant stimulation strategies

PubMed Central

Noble, Jack H.; Labadie, Robert F.; Gifford, René H.; Dawant, Benoit M.

2013-01-01

Over the last 20 years, cochlear implants (CIs) have become what is arguably the most successful neural prosthesis to date. Despite this success, a significant number of CI recipients experience marginal hearing restoration, and, even among the best performers, restoration to normal fidelity is rare. In this article, we present image processing techniques that can be used to detect, for the first time, the positions of implanted CI electrodes and the nerves they stimulate for individual CI users. These techniques permit development of new, customized CI stimulation strategies. We present one such strategy and show that it leads to significant hearing improvement in an experiment conducted with 11 CI recipients. These results indicate that image-guidance can be used to improve hearing outcomes for many existing CI recipients without requiring additional surgical procedures. PMID:23529109

Investigating Customers' Experiences with Their Financial Services Customer Education Programs as It Impacts Customer Loyalty to the Financial Firm

ERIC Educational Resources Information Center

Islam, Kaliym A.

2017-01-01

The problem addressed in this study was that customer education programs are intended to strengthen customer loyalty; however, research on the effects of customer education on customer loyalty remains insufficient. This phenomenological study investigated how the lived experiences of customers' participating in financial services' customer…

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

PubMed

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

2016-07-01

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

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

PubMed

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

1991-03-01

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

Atrial fibrillation screening in pharmacies using an iPhone ECG: a qualitative review of implementation.

PubMed

Lowres, Nicole; Krass, Ines; Neubeck, Lis; Redfern, Julie; McLachlan, Andrew J; Bennett, Alexandra A; Freedman, S Ben

2015-12-01

Atrial fibrillation guidelines advocate screening to identify undiagnosed atrial fibrillation. Community pharmacies may provide an opportunistic venue for such screening. To explore the experience of implementing an atrial fibrillation screening service from the pharmacist's perspective including: the process of study implementation; the perceived benefits; the barriers and enablers; and the challenges for future sustainability of atrial fibrillation screening within pharmacies. Setting Interviews were conducted face-to-face in the pharmacy or via telephone, according to pharmacist preference. The 'SEARCH-AF study' screened 1000 pharmacy customers aged ≥65 years using an iPhone electrocardiogram, identifying 1.5 % with undiagnosed atrial fibrillation. Nine pharmacists took part in semi-structured interviews. Interviews were transcribed in full and thematically analysed. Qualitative analysis of the experience of implementing an AF screening service from the pharmacist's perspective. Four broad themes relating to service provision were identified: (1) interest and engagement in atrial fibrillation screening by pharmacists, customers, and doctors with the novel, easy-to-use electrocardiogram technology serving as an incentive to undergo screening and an education tool for pharmacists to use with customers; (2) perceived benefits to the pharmacist including increased job satisfaction, improvement in customer relations and pharmacy profile by fostering enhanced customer care and the educational role of pharmacists; (3) implementation barriers including managing workflow, and enablers such as personal approaches for recruitment, and allocating time to discuss screening process and fears; and, (4) potential for sustainable future implementation including remuneration linked to government or pharmacy incentives, combined cardiovascular screening, and automating sections of risk-assessments using touch-screen technology. Atrial fibrillation screening in pharmacies is well accepted by pharmacists and customers. Many pharmacists combined atrial fibrillation screening with other health screens reporting improved time-efficiency and greater customer satisfaction. Widespread implementation of atrial fibrillation screening requires longterm funding, which could be provided for a combined cardiovascular screening service. Further research could focus on feasibility and cost-effectiveness of combined cardiovascular screening in pharmacies.

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.

The case for customer loyalty.

PubMed

Sturm, Arthur C

2004-09-01

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

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

NASA Astrophysics Data System (ADS)

Li, Yi; Zhao, Hong; Yang, Yue

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

What do hotels and hospitals have in common? How we can learn from the hotel industry to take better care of patients

PubMed Central

Zygourakis, Corinna C.; Rolston, John D.; Treadway, James; Chang, Susan; Kliot, Michel

2014-01-01

Despite widely divergent public perceptions and goals, hotels and hospitals share many core characteristics. Both serve demanding and increasingly well-informed clienteles, both employ a large hierarchy of workers with varying levels of responsibility, and both have payments that are increasingly tied to customer/patient evaluations. In the hotel industry, decades of management experience and market research have led to widespread improvements and innovations that improve customer satisfaction. But there has been incredibly little cross-fertilization between the hotel and hospital industries. In this paper, we first consider the changes in the healthcare system that are forcing hospitals to become more concerned with patient satisfaction. We discuss the similarities and differences between the hotel and hospital industries, and then outline several of the unique challenges that neurosurgeons face in taking care of patients and increasing their comfort. We cite specific lessons from the hotel industry that can be applied to patients’ preadmission, check-in, hospital stay, discharge planning, and poststay experiences. We believe that hospitals can and should leverage the successful advances within the hotel industry to improve patient satisfaction, without having to repeat identical research or market experimentation. We hope this will lead to rapid improvements in patient experiences and overall wellbeing. PMID:24818061

What do hotels and hospitals have in common? How we can learn from the hotel industry to take better care of patients.

PubMed

Zygourakis, Corinna C; Rolston, John D; Treadway, James; Chang, Susan; Kliot, Michel

2014-01-01

Despite widely divergent public perceptions and goals, hotels and hospitals share many core characteristics. Both serve demanding and increasingly well-informed clienteles, both employ a large hierarchy of workers with varying levels of responsibility, and both have payments that are increasingly tied to customer/patient evaluations. In the hotel industry, decades of management experience and market research have led to widespread improvements and innovations that improve customer satisfaction. But there has been incredibly little cross-fertilization between the hotel and hospital industries. In this paper, we first consider the changes in the healthcare system that are forcing hospitals to become more concerned with patient satisfaction. We discuss the similarities and differences between the hotel and hospital industries, and then outline several of the unique challenges that neurosurgeons face in taking care of patients and increasing their comfort. We cite specific lessons from the hotel industry that can be applied to patients' preadmission, check-in, hospital stay, discharge planning, and poststay experiences. We believe that hospitals can and should leverage the successful advances within the hotel industry to improve patient satisfaction, without having to repeat identical research or market experimentation. We hope this will lead to rapid improvements in patient experiences and overall wellbeing.

Smart Shop Assistant - Using Semantic Technologies to Improve Online Shopping

NASA Astrophysics Data System (ADS)

Niemann, Magnus; Mochol, Malgorzata; Tolksdorf, Robert

Internet commerce experiences a rising complexity: Not only more and more products become available online but also the amount of information available on a single product has been constantly increasing. Thanks to the Web 2.0 development it is, in the meantime, quite common to involve customers in the creation of product description and extraction of additional product information by offering customers feedback forms and product review sites, users' weblogs and other social web services. To face this situation, one of the main tasks in a future internet will be to aggregate, sort and evaluate this huge amount of information to aid the customers in choosing the "perfect" product for their needs.

Enhancing the revenue cycle experience for patients.

PubMed

Consolver, Patti; Phillips, Scott

2014-09-01

In 2013, Texas Health Resources began to record discussions with patients at each revenue cycle touch point, from scheduling through registration. The recordings give leaders insight on the accuracy and consistency of information communicated at each touch point and provide a tool for improving customer service. The initiative has improved patient satisfaction and increased point-of-service collections.

Practices of Assistive Technology Implementation and Facilitation: Experiences of Teachers of Students with Visual Impairments in Singapore

ERIC Educational Resources Information Center

Wong, Meng Ee; Law, Janet S. P.

2016-01-01

Assistive technology is defined by the Individuals With Disabilities Education Improvement Act (IDEIA) of 2004 as "any item, piece of equipment, or product system, whether acquired commercially off the shelf, modified, or customized, that is used to increase, maintain, or improve functional capabilities of a child with a disability"…

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

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

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

Residential solar photovoltaic (PV) customers are increasingly buying PV systems in online marketplaces, where customers can compare multiple quotes from several installers on quote platforms. In this study, we use data from an online marketplace to explore how quote platform design affects customer experiences. We analyze how four design changes affected customer experiences in terms of factors such as prices. We find that three of the four design changes are associated with statistically significant and robust price reductions, even though none of the changes were implemented specifically to reduce prices. The results suggest that even seemingly small platform design changesmore » can affect PV customer experiences in online marketplaces.« less

Partners in quality: managing your suppliers.

PubMed

Conway, B A

1991-05-01

Just expecting more from your supplier is not what partnership is about. We have had the experience where the quality improvement and partnership banner has been waved but the tone and spirit of the meeting did not encourage or support a joint quality improvement effort. Benefits will not be achieved until the wall truly begins to come apart and the relationship is built on mutual respect and trust. Data collection and open answers to questions often reveal embarrassing errors and obvious needs for improvements. As stated before, blame and finger-pointing must be replaced with a mutual commitment to asking and answering the question, "How can we improve?" As Dr. W. Edwards Deming has stated, "End the practice of awarding business on the basis of price tag. Instead, minimize total cost. Move toward a single supplier for any one item on a long-term relationship of loyalty and trust." The structured approach of a quality improvement process and the application of quality methods and techniques has proven useful in removing emotion and helping the team focus on the process rather than the people and the issues involved. Quality improvement methods are focused on achieving both customer and supplier goals--customer satisfaction, employee satisfaction, and operational efficiency and effectiveness. Our experience with Partners in Quality as well as our experience with the quality leadership process supports a recent quote in the Harvard Business Review: "Quality is not just a slogan...(it is) the most profitable way to run a business."

Loyalty-based management.

PubMed

Reichheld, F F

1993-01-01

Despite a flurry of activities aimed at serving customers better, few companies have systematically revamped their operations with customer loyalty in mind. Instead, most have adopted improvement programs ad hoc, and paybacks haven't materialized. Building a highly loyal customer base must be integral to a company's basic business strategy. Loyalty leaders like MBNA credit cards are successful because they have designed their entire business systems around customer loyalty--a self-reinforcing system in which the company delivers superior value consistently and reinvents cash flows to find and keep high-quality customers and employees. The economic benefits of high customer loyalty are measurable. When a company consistently delivers superior value and wins customer loyalty, market share and revenues go up, and the cost of acquiring new customers goes down. The better economics mean the company can pay workers better, which sets off a whole chain of events. Increased pay boosts employee moral and commitment; as employees stay longer, their productivity goes up and training costs fall; employees' overall job satisfaction, combined with their experience, helps them serve customers better; and customers are then more inclined to stay loyal to the company. Finally, as the best customers and employees become part of the loyalty-based system, competitors are left to survive with less desirable customers and less talented employees. To compete on loyalty, a company must understand the relationships between customer retention and the other parts of the business--and be able to quantify the linkages between loyalty and profits. It involves rethinking and aligning four important aspects of the business: customers, product/service offering, employees, and measurement systems.

A discussion of refractive medical behavior from an experiential marketing viewpoint.

PubMed

Ho, Yung-Ching; Li, Ye-Chuen; Su, Tzu-Hsin

2006-01-01

Since the launch of National Health Insurance System, the financial source of funding for hospital financing has been reduced. Meanwhile, more and more customers attach importance to the experience of the medical process. Our study adopts "strategic modules of experiential marketing" by Schmitt to be the theoretical basis and proceed with in-depth interviews to discuss the influence of "medical behavior" on customers' experiences. We interviewed 32 patients who had a refractive surgery experience. The results show there are 10 propositions, which could be developed from 5 experiential modules - SENSE, FEEL, THINK, ACT, and RELATE - of customers' medical experiences. This study clarifies the experiences of customers during the process of a refractive surgery experience in order to provide medical institutions with the direction of experiential marketing to consider how to use experiential providers to reinforce customers' experiences.

A modify ant colony optimization for the grid jobs scheduling problem with QoS requirements

NASA Astrophysics Data System (ADS)

Pu, Xun; Lu, XianLiang

2011-10-01

Job scheduling with customers' quality of service (QoS) requirement is challenging in grid environment. In this paper, we present a modify Ant colony optimization (MACO) for the Job scheduling problem in grid. Instead of using the conventional construction approach to construct feasible schedules, the proposed algorithm employs a decomposition method to satisfy the customer's deadline and cost requirements. Besides, a new mechanism of service instances state updating is embedded to improve the convergence of MACO. Experiments demonstrate the effectiveness of the proposed algorithm.

An integrative fuzzy Kansei engineering and Kano model for logistics services

NASA Astrophysics Data System (ADS)

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

2017-11-01

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

Fabrication technique for a custom face mask for the treatment of obstructive sleep apnea.

PubMed

Prehn, Ronald S; Colquitt, Tom

2016-05-01

The development of the positive airway pressure custom mask (TAP-PAP CM) has changed the treatment of obstructive sleep apnea. The TAP-PAP CM is used in continuous positive airway pressure therapy (CPAP) and is fabricated from the impression of the face. This mask is then connected to a post screwed into the mechanism of the TAP3 (Thornton Anterior Positioner) oral appliance. This strapless CPAP face mask features an efficient and stable CPAP interface with mandibular stabilization (Hybrid Therapy). A technique with a 2-stage polyvinyl siloxane face impression is described that offers improvements over the established single-stage face impression. This 2-stage impression technique eliminates problems inherent in the single-stage face impression, including voids, compressed tissue, inadequate borders, and a rushed experience due to the setting time of the single stage. The result is a custom mask with an improved seal to the CPAP device. Copyright © 2016 Editorial Council for the Journal of Prosthetic Dentistry. Published by Elsevier Inc. All rights reserved.

The GIS map coloring support decision-making system based on case-based reasoning and simulated annealing algorithm

NASA Astrophysics Data System (ADS)

Deng, Shuang; Xiang, Wenting; Tian, Yangge

2009-10-01

Map coloring is a hard task even to the experienced map experts. In the GIS project, usually need to color map according to the customer, which make the work more complex. With the development of GIS, more and more programmers join the project team, which lack the training of cartology, their coloring map are harder to meet the requirements of customer. From the experience, customers with similar background usually have similar tastes for coloring map. So, we developed a GIS color scheme decision-making system which can select color schemes of similar customers from case base for customers to select and adjust. The system is a BS/CS mixed system, the client side use JSP and make it possible for the system developers to go on remote calling of the colors scheme cases in the database server and communicate with customers. Different with general case-based reasoning, even the customers are very similar, their selection may have difference, it is hard to provide a "best" option. So, we select the Simulated Annealing Algorithm (SAA) to arrange the emergence order of different color schemes. Customers can also dynamically adjust certain features colors based on existing case. The result shows that the system can facilitate the communication between the designers and the customers and improve the quality and efficiency of coloring map.

Customer focus level following implementation of quality improvement model in Tehran social security hospitals.

PubMed

Mehrabi, F; Nasiripour, A; Delgoshaei, B

2008-01-01

The key factor for the success of total quality management programs in an organization is focusing on the customer. The purpose of this paper is to assess customer focus level following implementation of a quality improvement model in social security hospitals in Tehran Province. This research was descriptive-comparative in nature. The study population consisted of the implementers of quality improvement model in four Tehran social security hospitals. The data were gathered through a checklist addressing customer knowledge and customer satisfaction. The research findings indicated that the average scores on customer knowledge in Shahriar, Alborz, Milad, and Varamin hospitals were 64.1, 61.2, 54.1, and 46.6, respectively. The average scores on customer satisfaction in Shahriar, Alborz, Milad, and Varamin hospitals were 67.7, 65, 59.4, and 50, respectively. The customer focus average scores in Shahriar, Alborz, Milad, and Varamin hospitals were 66.3, 63.3, 57.3, and 48.6, respectively. The total average scores on customer knowledge, satisfaction and customer focus in the investigated hospitals proved to be 56.4, 60.5, and 58.9, respectively. The paper is of value in showing that implementation of the quality improvement model could considerably improve customer focus level.

Serving the Customer – Do Patient Feedback and Questionnaires Improve Quality?

PubMed

Keshtgar, Asma; D’Cruz, Len

2017-01-01

This review article aims to analyse whether patient feedback and questionnaires improve quality of care. It is recognized that patients cannot assess the medical competence of the clinician, yet patient experience provides an insight into the process of care through the patients’ eyes. Patient experience measures are more reliable for use to assess quality than patient satisfaction surveys. It is inappropriate to use patient satisfaction surveys as a basis for remuneration of dentists within the NHS. Patient Reported Outcome Measures (PROMs) have been a successful measure of patient experience in medicine and their introduction to dentistry needs to be considered. Clinical relevance: This article will enable clinicians to understand the importance of patient experience measures as a more reliable way of improving the quality of clinical care than patient satisfaction surveys.

How Healthcare Can Refocus on Its Super-Customers (Patients, n =1) and Customers (Doctors and Nurses) by Leveraging Lessons from Amazon, Uber, and Watson.

PubMed

Kolker, Evelyne; Özdemir, Vural; Kolker, Eugene

2016-06-01

Healthcare is transforming with data-intensive omics technologies and Big Data. The "revolution" has already happened in technology, but the bottlenecks have shifted to the social domain: Who can be empowered by Big Data? Who are the users and customers? In this review and innovation field analysis, we introduce the idea of a "super-customer" versus "customer" and relate both to 21st century healthcare. A "super-customer" in healthcare is the patient, sample size of n = 1, while "customers" are the providers of healthcare (e.g., doctors and nurses). The super-customers have been patients, enabled by unprecedented social practices, such as the ability to track one's physical activities, personal genomics, patient advocacy for greater autonomy, and self-governance, to name but a few. In contrast, the originally intended customers-providers, doctors, and nurses-have relatively lagged behind. With patients as super-customers, there are valuable lessons to be learned from industry examples, such as Amazon and Uber. To offer superior quality service, healthcare organizations have to refocus on the needs, pains, and aspirations of their super-customers by enabling the customers. We propose a strategic solution to this end: the PPT-DAM (People-Process-Technology empowered by Data, Analytics, and Metrics) approach. When applied together with the classic Experiment-Execute-Evaluate iterative methodology, we suggest PPT-DAM is an extremely powerful approach to deliver quality health services to super-customers and customers. As an example, we describe the PPT-DAM implementation by the Benchmarking Improvement Program at the Seattle Children's Hospital. Finally, we forecast that cognitive systems in general and IBM Watson in particular, if properly implemented, can bring transformative and sustainable capabilities in healthcare far beyond the current ones.

The Customer Service Experience.

ERIC Educational Resources Information Center

Bell, Chip R.

2001-01-01

Discusses ways to embed customer service learning and customer loyalty including making customers think, examining every aspect of customers' service encounters with staff, providing follow-up, making learning fun, and involving customers in your business. (JOW)

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.…

Creating a Customer-Centric Experience in Health.

PubMed

Rosenberg, Linda

2015-07-01

The Affordable Care Act means behavioral health will become part of "mainstream" health care. Here are three ways we can offer our expertise to support primary health providers in integrating behavioral health and three ways we can improve and better serve individuals as we move into the mainstream.

78 FR 52991 - Self-Regulatory Organizations; NASDAQ OMX PHLX LLC; Notice of Filing of Proposed Rule Change...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-08-27

..., 2014, a separate price improvement process for public customer and non-public customer PIXL Orders that... price equal to or within a range of 2.49-2.51. Assume a public customer or non-public customer order to... continue to afford the same price improvement opportunities for public customer and non-public customer...

Customer service and overall satisfaction with angling experiences

Treesearch

Thomas D. Wickham; Alan R. Graefe; Robert C. Burns

2003-01-01

This study explores the relationship between individual customer service items and satisfaction with facilities, services, information, recreation experience and overall quality of fishing for a diverse group of anglers at lakes in the New England region. Recent attention to customers and their experiences and attitudes has increased the interest of, both managers and...

PubMed Central

2012-01-01

The Walt Disney Company has never lost sight of its founder's edict: “Give the public everything you can give them.” From this simple statement, everyone at Disney strives to exceed customer expectations every day. For more than 80 years this singular pursuit of excellence in delivering consistent quality service has earned the Disney organization a world-renowned reputation and ongoing business success. Uncover some of the secrets behind the Disney service culture and processes. In this session, you will examine the time-tested model for delivering world-class Guest service and discover how attention to detail creates a consistent, successful environment for both employees and customers. You can then use these ideas to transform and improve your own organization's delivery of quality service. You will learn how to: Develop an organizational culture that supports consistent delivery of quality service.Evaluate the Disney approach and tailor it to your business.Design quality service standards and processes to raise the level of customer satisfaction.Create metrics to gauge the needs, perceptions and expectations of your customers.Enable employees, settings and processes to convey your quality service commitment.Implement a strategic plan for monitoring the delivery of seamless customer experiences.

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

DTIC Science & Technology

2002-05-01

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

A Strategic Framework for Improving the Patient Experience in Hospitals.

PubMed

Birkelien, Natalie L

Hospitals are taking new approaches to satisfy consumers and deliver on customer expectations by enhancing their patients' comprehensive experience. The HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey and value-based purchasing initiatives have tied reimbursement to patient satisfaction scores, bringing patient perspectives on care to the forefront of hospitals' strategic priorities. This essay reviews the patient experience literature and argues that hospitals should adopt an expanded approach beyond HCAHPS measures to enhance the patient experience. Such an approach allows providers to deliver quality outcomes that satisfy patients' wants and needs.

A framework for improving access and customer service times in health care: application and analysis at the UCLA Medical Center.

PubMed

Duda, Catherine; Rajaram, Kumar; Barz, Christiane; Rosenthal, J Thomas

2013-01-01

There has been an increasing emphasis on health care efficiency and costs and on improving quality in health care settings such as hospitals or clinics. However, there has not been sufficient work on methods of improving access and customer service times in health care settings. The study develops a framework for improving access and customer service time for health care settings. In the framework, the operational concept of the bottleneck is synthesized with queuing theory to improve access and reduce customer service times without reduction in clinical quality. The framework is applied at the Ronald Reagan UCLA Medical Center to determine the drivers for access and customer service times and then provides guidelines on how to improve these drivers. Validation using simulation techniques shows significant potential for reducing customer service times and increasing access at this institution. Finally, the study provides several practice implications that could be used to improve access and customer service times without reduction in clinical quality across a range of health care settings from large hospitals to small community clinics.

Engagement Insights: Survey Findings on the Quality of Undergraduate Education. Annual Results 2016

ERIC Educational Resources Information Center

National Survey of Student Engagement, 2016

2016-01-01

The National Survey of Student Engagement (NSSE) and its companion projects serve colleges and universities committed to monitoring and improving the quality of the undergraduate experience. While participating institutions receive detailed customized reports, the "Annual Results" series presents noteworthy aggregate findings from the…

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

ERIC Educational Resources Information Center

Konovalov, Yuri

1999-01-01

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

What I've Learned about Leadership and Strategies for Change.

ERIC Educational Resources Information Center

Hutchinson, Peter C.

1997-01-01

A Minneapolis superintendent presents diary excerpts of his three-year experience and dispels myths about improving education. He argues the futility of believing that more, less, or private is better; that educators are nincompoops; or that money talks. Transforming education requires core goals, customer support, consequences (accountability),…

Focusing on customer service.

PubMed

1996-01-01

This booklet is devoted to a consideration of how good customer service in family planning programs can generate demand for products and services, bring customers back, and reduce costs. Customer service is defined as increasing client satisfaction through continuous concern for client preferences, staff accountability to clients, and respect for the rights of clients. Issues discussed include the introduction of a customer service approach and gaining staff commitment. The experience of PROSALUD in Bolivia in recruiting appropriate staff, supervising staff, soliciting client feedback, and marketing services is offered as an example of a successful customer service approach. The key customer service functions are described as 1) establishing a welcoming atmosphere, 2) streamlining client flow, 3) personalizing client services, and 4) organizing and providing clear information to clients. The role of the manager in developing procedures is explored, and the COPE (Client-Oriented Provider-Efficient) process is presented as a good way to begin to make improvements. Techniques in staff training in customer service include brainstorming, role playing, using case studies (examples of which are provided), and engaging in practice sessions. Training also leads to the development of effective customer service attitudes, and the differences between these and organizational/staff-focused attitudes are illustrated in a chart. The use of communication skills (asking open-ended questions, helping clients express their concerns, engaging in active listening, and handling difficult situations) is considered. Good recovery skills are important when things go wrong. Gathering and using client feedback is the next topic considered. This involves identifying, recording, and discussing customer service issues as well as taking action on these issues and evaluating the results. The booklet ends by providing a sample of customer service indicators, considering the maintenance of a customer service focus, and reporting comments from the reviewers of the booklet.

Ninety to Nothing: a PDSA quality improvement project.

PubMed

Prybutok, Gayle Linda

2018-05-14

Purpose The purpose of this paper is to present a case study of a successful quality improvement project in an acute care hospital focused on reducing the time of the total patient visit in the emergency department. Design/methodology/approach A multidisciplinary quality improvement team, using the PDSA (Plan, Do, Study, Act) Cycle, analyzed the emergency department care delivery process and sequentially made process improvements that contributed to project success. Findings The average turnaround time goal of 90 minutes or less per visit was achieved in four months, and the organization enjoyed significant collateral benefits both internal to the organization and for its customers. Practical implications This successful PDSA process can be duplicated by healthcare organizations of all sizes seeking to improve a process related to timely, high-quality patient care delivery. Originality/value Extended wait time in hospital emergency departments is a universal problem in the USA that reduces the quality of the customer experience and that delays necessary patient care. This case study demonstrates that a structured quality improvement process implemented by a multidisciplinary team with the authority to make necessary process changes can successfully redefine the norm.

When it comes to measuring value, few HMOs can make the grade.

PubMed

MacStravic, S

2001-01-01

Like all organizations, managed care organizations (MCOs) must deliver value to customers, and to be sure of keeping them, ensure those customers know they have gained value. MCOs can choose any mix of insurance, protection, or experience value from particular encounters with customers, or durable value from their relationship with customers. Many have done a good job of tracking and enabling employers to appreciate the impact they have had on business performance, but few have done the same for the health and quality-of-life they deliver to consumers. MCOs already participate in the delivery of significant and enduring life value to consumers. It makes sense to track and remind consumers of the positive differences MCOs make, and thereby obtain member satisfaction, retention, and loyalty benefits, as well as image improvements for managed care as a whole. Some simple and inexpensive options for both tracking and reminding consumers are offered for consideration, including personalized annual health reports.

76 FR 24339 - Streamlining Service Delivery and Improving Customer Service

Federal Register 2010, 2011, 2012, 2013, 2014

2011-05-02

... Order 13571 of April 27, 2011 Streamlining Service Delivery and Improving Customer Service By the... Customer Service Standards), issued on September 11, 1993, requires agencies that provide significant services directly to the public to identify and survey their customers, establish service standards and...

Economic Analysis of Waterfront Area Services at Naval Station, Long Beach

DTIC Science & Technology

1991-06-01

the Gradall for waterfront area services, would result in improved responsiveness and timely service. Customer satisfaction and overall customer ...overall cost. Hence, both quality and efficiency will improve leading to greater customer satisfaction . 58 VII. RECOMMENDATIONS FOR ACTION RECOMMENDATION 1...prompting the need for improved efficiency. To ensure adequate future support can be provided to its customers , Naval Station Long Beach (Navsta) is

Multiple R&D projects scheduling optimization with improved particle swarm algorithm.

PubMed

Liu, Mengqi; Shan, Miyuan; Wu, Juan

2014-01-01

For most enterprises, in order to win the initiative in the fierce competition of market, a key step is to improve their R&D ability to meet the various demands of customers more timely and less costly. This paper discusses the features of multiple R&D environments in large make-to-order enterprises under constrained human resource and budget, and puts forward a multi-project scheduling model during a certain period. Furthermore, we make some improvements to existed particle swarm algorithm and apply the one developed here to the resource-constrained multi-project scheduling model for a simulation experiment. Simultaneously, the feasibility of model and the validity of algorithm are proved in the experiment.

Desert Express: An Analysis on Improved Customer Service

DTIC Science & Technology

1991-09-01

Nt MARQ 3,199 Of. DESERT EXPRESS: AN ANALYSIS ON IMPROVED CUSTOMER SERVICE THESIS Thomas C Thaiheim, Majo-,r USAF AFTT/GLM/LSM,/91S-64 ?Z; W...Astq vt.: tyc a l AFIT/GLM/,LSM/91S-64 DESERT EXPRESS: AN ANALYSIS ON IMPROVED CUSTOMER SERVICE THESIS Thomas C. Thalheim, Major, USAF AFIT/GLM/LSM...91S-64 Approved for public release; distribution unlimited AFIT/GLM/LSM/91S-64 DESERT EXPRESS: AN ANALYSIS ON IMPROVED CUSTOMER SERVICE THESIS

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.

A Co-Creation Shift in Learning Management: Work Design for Institutional Commitment and Personal Growth

ERIC Educational Resources Information Center

Wardley, Leslie J.; Bélanger, Charles H.; Nadeau, John

2017-01-01

Some higher education management departments have started to implement customer service orientation strategies in their marketing activities in order to solidify value exchange perceptions, differentiate themselves, and improve retention rates. However, if students are to get the most out of their academic experiences, they need to become…

Surviving the First Three Months as a Community College Library Director

ERIC Educational Resources Information Center

Kelly, Robert E., IV

2003-01-01

The experiences of a first-time community college library director during the initial three months on the job are detailed. The process of automation software migration is used as a vehicle for demonstrating activities performed to improve knowledge. Marketing, customer service, and identification of core library supporters are addressed. Concern…

Bridging the Gap: An Alternative Tool for Course Evaluation. Case Study

ERIC Educational Resources Information Center

Tricker, Tony; Rangecroft, Margaret; Long, Peter

2005-01-01

The increasing perception of students as customers of services puts a stronger focus on improving the quality of the student experience. Satisfaction with aspects of service, such as access, flexibility and fitness for purpose can be assessed through student feedback questionnaires. The results of these surveys may not immediately suggest…

Petaminer: Using ROOT for efficient data storage in MySQL database

NASA Astrophysics Data System (ADS)

Cranshaw, J.; Malon, D.; Vaniachine, A.; Fine, V.; Lauret, J.; Hamill, P.

2010-04-01

High Energy and Nuclear Physics (HENP) experiments store Petabytes of event data and Terabytes of calibration data in ROOT files. The Petaminer project is developing a custom MySQL storage engine to enable the MySQL query processor to directly access experimental data stored in ROOT files. Our project is addressing the problem of efficient navigation to PetaBytes of HENP experimental data described with event-level TAG metadata, which is required by data intensive physics communities such as the LHC and RHIC experiments. Physicists need to be able to compose a metadata query and rapidly retrieve the set of matching events, where improved efficiency will facilitate the discovery process by permitting rapid iterations of data evaluation and retrieval. Our custom MySQL storage engine enables the MySQL query processor to directly access TAG data stored in ROOT TTrees. As ROOT TTrees are column-oriented, reading them directly provides improved performance over traditional row-oriented TAG databases. Leveraging the flexible and powerful SQL query language to access data stored in ROOT TTrees, the Petaminer approach enables rich MySQL index-building capabilities for further performance optimization.

The impact of using kiosk on enterprise systems in service industry

NASA Astrophysics Data System (ADS)

Chen, Jengchung V.; Yen, David; Dunk, Kimberly; Widjaja, Andree E.

2015-11-01

The hospitality industry services many types of travellers. Each of them needs to be analysed differently in order to accurately determine their respective service quality attributes and customer delight. The effective and efficient enterprise information systems (EISs) play a significant role in traveller's experience and in the competitive advantages that hotels can gain. For this study, self-service kiosks and guest service agents as part of hotel's EISs are used to investigate the impact each has on the experience of business and leisure travellers. This study provides empirical results that further investigate how to improve the service quality for both types of travellers during the registration process. This process is the first physical interaction between the travellers and the hotel. Any problem in registering would generate a long-lasting negative first impression on the travellers, thus diminishing the customer delight. In the light of our findings, this study will contribute to the effective and efficient design of self-service kiosk systems, hotel's EISs, and improved front office management to better accommodate the specific needs of both types of travellers.

Measuring and improving customer satisfaction with government services

Treesearch

Glen D. Alexander

1995-01-01

Two years ago, Ohio State Park developed a methodology of measuring customer satisfaction, to gauge the effectiveness of our customer service. What follows is a discussion of our installation of systems to measure and improve customer satisfaction, the interpretation of the data, and the positive results we have enjoyed.

Fostering employee service creativity: Joint effects of customer empowering behaviors and supervisory empowering leadership.

PubMed

Dong, Yuntao; Liao, Hui; Chuang, Aichia; Zhou, Jing; Campbell, Elizabeth M

2015-09-01

Integrating insights from the literature on customers' central role in service and the literature on employee creativity, we offer theoretical and empirical account of how and when customer empowering behaviors can motivate employee creativity during service encounters and, subsequently, influence customer satisfaction with service experience. Using multilevel, multisource, experience sampling data from 380 hairstylists matched with 3550 customers in 118 hair salons, we found that customer empowering behaviors were positively related to employee creativity and subsequent customer satisfaction via employee state promotion focus. Results also showed that empowering behaviors from different agents function synergistically in shaping employee creativity: supervisory empowering leadership strengthened the indirect effect of customer empowering behaviors on employee creativity via state promotion focus. (c) 2015 APA, all rights reserved).

What is a free customer worth? Armchair calculations of nonpaying customers' value can lead to flawed strategies.

PubMed

Gupta, Sunil; Mela, Carl F

2008-11-01

Free customers who are subsidized by paying customers are essential to a vast array of businesses, such as media companies, employment services, and even IT providers. But because they generate revenue only indirectly, figuring out the true value of those customers--and how much attention to devote them--has always been a challenge. Traditional customer-valuation models don't help; they focus exclusively on paying customers and largely ignore network effects, or how customers help draw other customers to a business. Now a new model, devised by professors Gupta, of Harvard Business School, and Mela, of Fuqua School of Business, takes into account not only direct network effects (where buyers attract more buyers or sellers more sellers) but also indirect network effects (where buyers attract more sellers or vice versa) . The model calculates the precise long-term impact of each additional free customer on a company's profits, factoring in the degree to which he or she brings in other customers--whether free or paying--and the ripple effect of those customers. The model helped an online auction house make several critical decisions. The business made its money on fees charged to sellers but recognized that its free customers--its buyers--were valuable, too. As competition heated up, the company worried that it wasn't wooing enough buyers. Using the model, the business discovered that the network effects of buyers were indeed large and that those customers were worth over $1,000 each--much more than had been assumed. Armed with that information, the firm increased its research on buyers, invested more in targeting them with ads, and improved their experience. The model also helped the company identify the effects of various pricing strategies on sellers, showing that they became less price-sensitive over time. As a result, the company raised the fees it charged them as well.

[Customer and patient satisfaction. An appropriate management tool in hospitals?].

PubMed

Pawils, S; Trojan, A; Nickel, S; Bleich, C

2012-09-01

Recently, the concept of patient satisfaction has been established as an essential part of the quality management of hospitals. Despite the concept's lack of theoretical and methodological foundations, patient surveys on subjective hospital experiences contribute immensely to the improvement of hospitals. What needs to be considered critically in this context is the concept of customer satisfaction for patients, the theoretical integration of empirical results, the reduction of false satisfaction indications and the application of risk-adjusted versus naïve benchmarking of data. This paper aims to contribute to the theoretical discussion of the topic and to build a basis for planning methodologically sound patient surveys.

Electronics for the STEREO experiment

NASA Astrophysics Data System (ADS)

HÉLAINE, Victor; STEREO Collaboration

2017-09-01

The STEREO experiment, aiming to probe short baseline neutrino oscillations by precisely measuring reactor anti-neutrino spectrum, is currently under installation. It is located at short distance from the compact research reactor core of the Institut Laue-Langevin, Grenoble, France. Dedicated electronics, hosted in a single µTCA crate, were designed for this experiment. In this article, the electronics requirements, architecture and the performances achieved are described. It is shown how intrinsic Pulse Shape Discrimination properties of the liquid scintillator are preserved and how custom adaptable logic is used to improve the muon veto efficiency.

ArrayInitiative - a tool that simplifies creating custom Affymetrix CDFs

PubMed Central

2011-01-01

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

A hands-on experience of the voice of customer analysis in maternity care from Iran.

PubMed

Aghlmand, Siamak; Lameei, Aboulfath; Small, Rhonda

2010-01-01

The purpose of this paper is to describe the use of voice of customer (VoC) analysis in a maternity care case study, where the aim was to identify the most important requirements of women giving birth and to determine targets for the improvement of maternity care in Fayazbakhsh Hospital in Tehran, Iran. The tools of VoC analysis were used to identify: the main customer segment of maternity care; the most important of women's needs and requirements; the level of maternal satisfaction with delivered services at the study hospital and at a competitor; the nature of women's of requirements (termed Kano levels: assumed, expected, and unexpected); and the priorities of the study hospital for meeting these requirements. Women identified the well-being of mother and baby as the most important requirements. Women's satisfaction with the services was, with a few exceptions, low to moderate. Services related to most of the maternal requirements were ranked better in the competitor hospital than the study hospital. The results form a solid basis for achieving improvements in the processes of care for mothers and babies. The paper presents a systematic approach to VoC analysis in health care settings as a basis for clinical process improvement initiatives.

Experiences in Interagency and International Interfaces for Mission Support

NASA Technical Reports Server (NTRS)

Dell, G. T.; Mitchell, W. J.; Thompson, T. W.; Cappellari, J. O., Jr.; Flores-Amaya, F.

1996-01-01

The Flight Dynamics Division (FDD) of the National Aeronautics and Space Administration (NASA) Goddard Space Flight Center (GFSC) provides extensive support and products for Space Shuttle missions, expendable launch vehicle launches, and routine on-orbit operations for a variety of spacecraft. A major challenge in providing support for these missions is defining and generating the products required for mission support and developing the method by which these products are exchanged between supporting agencies. As interagency and international cooperation has increased in the space community, the FDD customer base has grown and with it the number and variety of external interfaces and product definitions. Currently, the FDD has working interfaces with the NASA Space and Ground Networks, the Johnson Space Center, the White Sands Complex, the Jet propulsion Laboratory (including the Deep Space Network), the United States Air Force, the Centre National d'Etudes Spatiales, the German Spaceflight Operations Center, the European Space Agency, and the National Space Development Agency of Japan. With the increasing spectrum of possible data product definitions and delivery methods, the FDD is using its extensive interagency experience to improve its support of established customers and to provide leadership in adapting/developing new interfaces. This paper describes the evolution of the interfaces between the FDD and its customers, discusses many of the joint activities ith these customers, and summarizes key lessons learned that can be applied to current and future support.

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

ERIC Educational Resources Information Center

Brewer, Julie; And Others

1995-01-01

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

The Role of Interactivity in Internet Business on Customer Experiential Values and Behavioral Intentions

ERIC Educational Resources Information Center

Park, So Ra

2012-01-01

Customers' experiential value is based on holistic experience customers would have when they interact with a product/service. Experiential value is defined as "relativistic preference characterizing a subject's experience with some object" (Holbrook, 1994). Internet is characterized for interactivity and it should have a role in…

I want products my own way, but which way? The effects of different product categories and cues on customer responses to Web-based customizations.

PubMed

Chang, Chia-Chi; Chen, Hui-Yun

2009-02-01

Mass customization is a strategy that has been adopted by companies to tailor their products in order to match customer needs more precisely. Therefore, to fully capture the value of mass customization, it is crucial to explore how customers react to mass customization. In previous studies, an implied premise has been that consumers are keen to embrace customized products, and this assumption has also been treated by firms as a prerequisite for successful mass customization strategies. However, an undesirable complexity may result from difficult configuration processes that may intimidate and confuse some customers. Hence, this study explores strategies that marketers can employ to facilitate the customization process. Specifically, this study investigates how to enhance customer satisfaction and purchase decision toward customized products by providing cues compatible with the product category. It is hypothesized that for search products, customers rely more on intrinsic cues when making configuration decisions. On the other hand, for experience products, customers perceive extrinsic cues to be more valuable in assisting them to make configuration decisions. The results suggest that consumers tend to respond more favorably toward customized search products when intrinsic cues are provided than when extrinsic or irrelevant ones are provided. In contrast, when customizing experience products, customers tend to depend more on extrinsic cues than on intrinsic or irrelevant ones.

Improving customer satisfaction: emerging lessons about strategy and implementation, Part 2.

PubMed

Morton, J

1995-01-01

This article describes a six-phase strategy designed to systematically improve customer satisfaction across an entire managed care system. Part 1 (Spring 1995) of this two-part series summarized the theoretical underpinnings of the approach and highlighted the first two phases of the improvement strategy. Those phases involve systematically listening to the organization's customers and using customer information to strategically target key areas for improvement. This article describes the specifics of the last four phases of the strategy; these phases involve achieving and sustaining unprecedented levels of improvement in targeted areas. Initial results and emerging lessons associated with the implementation of this strategy are summarized.

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

DTIC Science & Technology

1994-04-01

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

Design of a fiber-optic multiphoton microscopy handheld probe

PubMed Central

Zhao, Yuan; Sheng, Mingyu; Huang, Lin; Tang, Shuo

2016-01-01

We have developed a fiber-optic multiphoton microscopy (MPM) system with handheld probe using femtosecond fiber laser. Here we present the detailed optical design and analysis of the handheld probe. The optical systems using Lightpath 352140 and 352150 as objective lens were analyzed. A custom objective module that includes Lightpath 355392 and two customized corrective lenses was designed. Their performances were compared by wavefront error, field curvature, astigmatism, F-θ error, and tolerance in Zemax simulation. Tolerance analysis predicted the focal spot size to be 1.13, 1.19 and 0.83 µm, respectively. Lightpath 352140 and 352150 were implemented in experiment and the measured lateral resolution was 1.22 and 1.3 µm, respectively, which matched with the prediction. MPM imaging by the handheld probe were conducted on leaf, fish scale and rat tail tendon. The MPM resolution can potentially be improved by the custom objective module. PMID:27699109

Design of a fiber-optic multiphoton microscopy handheld probe.

PubMed

Zhao, Yuan; Sheng, Mingyu; Huang, Lin; Tang, Shuo

2016-09-01

We have developed a fiber-optic multiphoton microscopy (MPM) system with handheld probe using femtosecond fiber laser. Here we present the detailed optical design and analysis of the handheld probe. The optical systems using Lightpath 352140 and 352150 as objective lens were analyzed. A custom objective module that includes Lightpath 355392 and two customized corrective lenses was designed. Their performances were compared by wavefront error, field curvature, astigmatism, F-θ error, and tolerance in Zemax simulation. Tolerance analysis predicted the focal spot size to be 1.13, 1.19 and 0.83 µm, respectively. Lightpath 352140 and 352150 were implemented in experiment and the measured lateral resolution was 1.22 and 1.3 µm, respectively, which matched with the prediction. MPM imaging by the handheld probe were conducted on leaf, fish scale and rat tail tendon. The MPM resolution can potentially be improved by the custom objective module.

Research on retailer data clustering algorithm based on Spark

NASA Astrophysics Data System (ADS)

Huang, Qiuman; Zhou, Feng

2017-03-01

Big data analysis is a hot topic in the IT field now. Spark is a high-reliability and high-performance distributed parallel computing framework for big data sets. K-means algorithm is one of the classical partition methods in clustering algorithm. In this paper, we study the k-means clustering algorithm on Spark. Firstly, the principle of the algorithm is analyzed, and then the clustering analysis is carried out on the supermarket customers through the experiment to find out the different shopping patterns. At the same time, this paper proposes the parallelization of k-means algorithm and the distributed computing framework of Spark, and gives the concrete design scheme and implementation scheme. This paper uses the two-year sales data of a supermarket to validate the proposed clustering algorithm and achieve the goal of subdividing customers, and then analyze the clustering results to help enterprises to take different marketing strategies for different customer groups to improve sales performance.

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…

Customization of UWB 3D-RTLS Based on the New Uncertainty Model of the AoA Ranging Technique

PubMed Central

Jachimczyk, Bartosz; Dziak, Damian; Kulesza, Wlodek J.

2017-01-01

The increased potential and effectiveness of Real-time Locating Systems (RTLSs) substantially influence their application spectrum. They are widely used, inter alia, in the industrial sector, healthcare, home care, and in logistic and security applications. The research aims to develop an analytical method to customize UWB-based RTLS, in order to improve their localization performance in terms of accuracy and precision. The analytical uncertainty model of Angle of Arrival (AoA) localization in a 3D indoor space, which is the foundation of the customization concept, is established in a working environment. Additionally, a suitable angular-based 3D localization algorithm is introduced. The paper investigates the following issues: the influence of the proposed correction vector on the localization accuracy; the impact of the system’s configuration and LS’s relative deployment on the localization precision distribution map. The advantages of the method are verified by comparing them with a reference commercial RTLS localization engine. The results of simulations and physical experiments prove the value of the proposed customization method. The research confirms that the analytical uncertainty model is the valid representation of RTLS’ localization uncertainty in terms of accuracy and precision and can be useful for its performance improvement. The research shows, that the Angle of Arrival localization in a 3D indoor space applying the simple angular-based localization algorithm and correction vector improves of localization accuracy and precision in a way that the system challenges the reference hardware advanced localization engine. Moreover, the research guides the deployment of location sensors to enhance the localization precision. PMID:28125056

Customization of UWB 3D-RTLS Based on the New Uncertainty Model of the AoA Ranging Technique.

PubMed

Jachimczyk, Bartosz; Dziak, Damian; Kulesza, Wlodek J

2017-01-25

The increased potential and effectiveness of Real-time Locating Systems (RTLSs) substantially influence their application spectrum. They are widely used, inter alia, in the industrial sector, healthcare, home care, and in logistic and security applications. The research aims to develop an analytical method to customize UWB-based RTLS, in order to improve their localization performance in terms of accuracy and precision. The analytical uncertainty model of Angle of Arrival (AoA) localization in a 3D indoor space, which is the foundation of the customization concept, is established in a working environment. Additionally, a suitable angular-based 3D localization algorithm is introduced. The paper investigates the following issues: the influence of the proposed correction vector on the localization accuracy; the impact of the system's configuration and LS's relative deployment on the localization precision distribution map. The advantages of the method are verified by comparing them with a reference commercial RTLS localization engine. The results of simulations and physical experiments prove the value of the proposed customization method. The research confirms that the analytical uncertainty model is the valid representation of RTLS' localization uncertainty in terms of accuracy and precision and can be useful for its performance improvement. The research shows, that the Angle of Arrival localization in a 3D indoor space applying the simple angular-based localization algorithm and correction vector improves of localization accuracy and precision in a way that the system challenges the reference hardware advanced localization engine. Moreover, the research guides the deployment of location sensors to enhance the localization precision.

Service workers' chain reactions to daily customer mistreatment: Behavioral linkages, mechanisms, and boundary conditions.

PubMed

Chi, Nai-Wen; Yang, Jixia; Lin, Chia-Ying

2018-01-01

Drawing on the stressor-emotion model, we examine how customer mistreatment can evoke service workers' passive forms of deviant behaviors (i.e., work withdrawal behavior [WWB]) and negative impacts on their home life (i.e., work-family conflict [WFC]), and whether individuals' core self-evaluations and customer service training can buffer the negative effects of customer mistreatment. Using the experience sampling method, we collect daily data from 77 customer service employees for 10 consecutive working days, yielding 546 valid daily responses. The results show that daily customer mistreatment increases service workers' daily WWB and WFC through negative emotions. Furthermore, employees with high core self-evaluations and employees who received customer service training are less likely to experience negative emotions when faced with customer mistreatment, and thus are less likely to engage in WWB or provoke WFC. (PsycINFO Database Record (c) 2018 APA, all rights reserved).

[Work organisation improvement methods applied to activities of Blood Transfusion Establishments (BTE): Lean Manufacturing, VSM, 5S].

PubMed

Bertholey, F; Bourniquel, P; Rivery, E; Coudurier, N; Follea, G

2009-05-01

Continuous improvement of efficiency as well as new expectations from customers (quality and safety of blood products) and employees (working conditions) imply constant efforts in Blood Transfusion Establishments (BTE) to improve work organisations. The Lean method (from "Lean" meaning "thin") aims at identifying wastages in the process (overproduction, waiting, over-processing, inventory, transport, motion) and then reducing them in establishing a mapping of value chain (Value Stream Mapping). It consists in determining the added value of each step of the process from a customer perspective. Lean also consists in standardizing operations while implicating and responsabilizing all collaborators. The name 5S comes from the first letter of five operations of a Japanese management technique: to clear, rank, keep clean, standardize, make durable. The 5S method leads to develop the team working inducing an evolution of the way in the management is performed. The Lean VSM method has been applied to blood processing (component laboratory) in the Pays de la Loire BTE. The Lean 5S method has been applied to blood processing, quality control, purchasing, warehouse, human resources and quality assurance in the Rhône-Alpes BTE. The experience returns from both BTE shows that these methods allowed improving: (1) the processes and working conditions from a quality perspective, (2) the staff satisfaction, (3) the efficiency. These experiences, implemented in two BTE for different processes, confirm the applicability and usefulness of these methods to improve working organisations in BTE.

Customer satisfaction.

PubMed

Vukmir, Rade B

2006-01-01

This paper seeks to present an analysis of the literature examining objective information concerning the subject of customer service, as it applies to the current medical practice. Hopefully, this information will be synthesized to generate a cogent approach to correlate customer service with quality. Articles were obtained by an English language search of MEDLINE from January 1976 to July 2005. This computerized search was supplemented with literature from the author's personal collection of peer-reviewed articles on customer service in a medical setting. This information was presented in a qualitative fashion. There is a significant lack of objective data correlating customer service objectives, patient satisfaction and quality of care. Patients present predominantly for the convenience of emergency department care. Specifics of satisfaction are directed to the timing, and amount of "caring". Demographic correlates including symptom presentation, practice style, location and physician issues directly impact on satisfaction. It is most helpful to develop a productive plan for the "difficult patient", emphasizing communication and empathy. Profiling of the customer satisfaction experience is best accomplished by examining the specifics of satisfaction, nature of the ED patient, demographic profile, symptom presentation and physician interventions emphasizing communication--especially with the difficult patient. The current emergency medicine customer service dilemmas are a complex interaction of both patient and physician factors specifically targeting both efficiency and patient satisfaction. Awareness of these issues particular to the emergency patient can help to maximize efficiency, minimize subsequent medicolegal risk and improve patient care if a tailored management plan is formulated.

Experience Transitioning Models and Data at the NOAA Space Weather Prediction Center

NASA Astrophysics Data System (ADS)

Berger, Thomas

2016-07-01

The NOAA Space Weather Prediction Center has a long history of transitioning research data and models into operations and with the validation activities required. The first stage in this process involves demonstrating that the capability has sufficient value to customers to justify the cost needed to transition it and to run it continuously and reliably in operations. Once the overall value is demonstrated, a substantial effort is then required to develop the operational software from the research codes. The next stage is to implement and test the software and product generation on the operational computers. Finally, effort must be devoted to establishing long-term measures of performance, maintaining the software, and working with forecasters, customers, and researchers to improve over time the operational capabilities. This multi-stage process of identifying, transitioning, and improving operational space weather capabilities will be discussed using recent examples. Plans for future activities will also be described.

A Qualitative Analysis of NASA’s Human Computer Interaction Group Examining the Root Causes of Focusing on Derivative System Improvements Versus Core User Needs

DTIC Science & Technology

2017-12-01

emphasis on meeting deliverable dates over a focus on customer service and user experience, a common finding in McGrath and MacMillan’s (2000) research...including suggestions for reducing this burden, to Washington headquarters Services , Directorate for Information Operations and Reports, 1215...structure, process improvements, and training needs as the group prepares to support the retirement of the International Space Station in the 2020s and

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.

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

ERIC Educational Resources Information Center

Burlington County Coll., Pemberton, NJ.

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

Air medical referring customer satisfaction: a valuable insight.

PubMed

Fultz, J H; Coyle, C B; Reynolds, P W

1998-01-01

To remain competitive and survive, air medical programs must have a mechanism for obtaining customer feedback, especially when alternate transport options are available. The goal of this survey was to examine the air medical service's performance as perceived by customers requesting the transport. Surveys were mailed to 400 referring customers who had contact with the flight crew during the transition of patient care. The survey consisted of 16 statements evaluating the service by using a 4-point Likert scale, three demographic questions, one statement evaluating overall satisfaction, and two open-ended questions for comments or suggestions. Two hundred forty-four surveys were returned for a 61% responses rate. Results indicated referring customers are satisfied with the service provided Written comments and suggestions were divided into two categories, positive comments and suggestions for improvement. Three common themes were identified within the suggestions for improvement: crew rapport, communications, and operations. Suggested improvements were evaluated, and selected strategies were incorporated into program operation. Customer feedback furnishes valuable insight into their needs and perception of a service. Comments and suggestions for improvement can promote critical inquiry into service operation and provide a catalyst for improvement.

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

ERIC Educational Resources Information Center

Binsar Kristian P., Feliks Anggia; Panjaitan, Hotman

2014-01-01

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

Statistics, Structures & Satisfied Customers: Using Web Log Data to Improve Site Performance.

ERIC Educational Resources Information Center

Peacock, Darren

This paper explores some of the ways in which the National Museum of Australia is using Web analysis tools to shape its future directions in the delivery of online services. In particular, it explores the potential of quantitative analysis, based on Web server log data, to convert these ephemeral traces of user experience into a strategic…

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.

Australian Community Pharmacists' Experience of Implementing a Chronic Kidney Disease Risk Assessment Service.

PubMed

Gheewala, Pankti A; Peterson, Gregory M; Zaidi, Syed Tabish R; Jose, Matthew D; Castelino, Ronald L

2018-06-14

Community pharmacists are well positioned to deliver chronic kidney disease (CKD) screening services. However, little is known about the challenges faced by pharmacists during service implementation. This study aimed to explore community pharmacists' experiences and perceived barriers of implementing a CKD risk assessment service. Data collection was performed by using semistructured, open-ended interview questions. Pharmacists who had implemented a CKD screening service in Tasmania, Australia, were eligible to participate. A purposeful sampling strategy was used to select pharmacists, with variation in demographics and pharmacy location. A conventional content analysis approach was used to conduct the qualitative study. Transcripts were thematically analyzed by using the NVivo 11 software program. Initially, a list of free nodes was generated and data were coded exhaustively into relevant nodes. These nodes were then regrouped to form highly conceptualized themes. Five broad themes emerged from the analysis: contextual fit within community pharmacy; perceived scope of pharmacy practice; customer perception toward disease prevention; CKD - an underestimated disease; and remuneration for a beneficial service. Pharmacists found the CKD service efficient, user-friendly, and of substantial benefit to their customers. However, several pharmacists observed that their customers lacked interest in disease prevention, and had limited understanding of CKD. More importantly, pharmacists perceived the scope of pharmacy practice to depend substantially on interprofessional collaboration between pharmacists and general practitioners, and customer acknowledgment of pharmacists' role in disease prevention. Community pharmacists perceived the CKD service to be worth incorporating into pharmacy practice. To increase uptake, future CKD services should aim to improve customer awareness about CKD before providing risk assessment. Further research investigating strategies to enhance general practitioner involvement in pharmacist-initiated disease prevention services is also needed.

B-CAN: a resource sharing platform to improve the operation, visualization and integrated analysis of TCGA breast cancer data.

PubMed

Wen, Can-Hong; Ou, Shao-Min; Guo, Xiao-Bo; Liu, Chen-Feng; Shen, Yan-Bo; You, Na; Cai, Wei-Hong; Shen, Wen-Jun; Wang, Xue-Qin; Tan, Hai-Zhu

2017-12-12

Breast cancer is a high-risk heterogeneous disease with myriad subtypes and complicated biological features. The Cancer Genome Atlas (TCGA) breast cancer database provides researchers with the large-scale genome and clinical data via web portals and FTP services. Researchers are able to gain new insights into their related fields, and evaluate experimental discoveries with TCGA. However, it is difficult for researchers who have little experience with database and bioinformatics to access and operate on because of TCGA's complex data format and diverse files. For ease of use, we build the breast cancer (B-CAN) platform, which enables data customization, data visualization, and private data center. The B-CAN platform runs on Apache server and interacts with the backstage of MySQL database by PHP. Users can customize data based on their needs by combining tables from original TCGA database and selecting variables from each table. The private data center is applicable for private data and two types of customized data. A key feature of the B-CAN is that it provides single table display and multiple table display. Customized data with one barcode corresponding to many records and processed customized data are allowed in Multiple Tables Display. The B-CAN is an intuitive and high-efficient data-sharing platform.

Ballistocardiogram Artifact Removal with a Reference Layer and Standard EEG Cap

PubMed Central

Luo, Qingfei; Huang, Xiaoshan; Glover, Gary H.

2014-01-01

Background In simultaneous EEG-fMRI, the EEG recordings are severely contaminated by ballistocardiogram (BCG) artifacts, which are caused by cardiac pulsations. To reconstruct and remove the BCG artifacts, one promising method is to measure the artifacts in the absence of EEG signal by placing a group of electrodes (BCG electrodes) on a conductive layer (reference layer) insulated from the scalp. However, current BCG reference layer (BRL) methods either use a customized EEG cap composed of electrode pairs, or need to construct the custom reference layer through additional model-building experiments for each EEG-fMRI experiment. These requirements have limited the versatility and efficiency of BRL. The aim of this study is to propose a more practical and efficient BRL method and compare its performance with the most popular BCG removal method, the optimal basis sets (OBS) algorithm. New Method By designing the reference layer as a permanent and reusable cap, the new BRL method is able to be used with a standard EEG cap, and no extra experiments and preparations are needed to use the BRL in an EEG-fMRI experiment. Results The BRL method effectively removed the BCG artifacts from both oscillatory and evoked potential scalp recordings and recovered the EEG signal. Comparison with Existing Method Compared to the OBS, this new BRL method improved the contrast-to-noise ratios of the alpha-wave, visual, and auditory evoked potential signals by 101%, 76%, and 75% respectively, employing 160 BCG electrodes. Using only 20 BCG electrodes, the BRL improved the EEG signal by 74%/26%/41% respectively. Conclusion The proposed method can substantially improve the EEG signal quality compared with traditional methods. PMID:24960423

Custom-made ocular prosthesis.

PubMed

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

2012-08-01

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

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...

When fellow customers behave badly: Witness reactions to employee mistreatment by customers.

PubMed

Hershcovis, M Sandy; Bhatnagar, Namita

2017-11-01

In 3 experiments, we examined how customers react after witnessing a fellow customer mistreat an employee. Drawing on the deontic model of justice, we argue that customer mistreatment of employees leads witnesses (i.e., other customers) to leave larger tips, engage in supportive employee-directed behaviors, and evaluate employees more positively (Studies 1 and 2). We also theorize that witnesses develop less positive treatment intentions and more negative retaliatory intentions toward perpetrators, with anger and empathy acting as parallel mediators of our perpetrator- and target-directed outcomes, respectively. In Study 1, we conducted a field experiment that examined real customers' target-directed reactions to witnessed mistreatment in the context of a fast-food restaurant. In Study 2, we replicated Study 1 findings in an online vignette experiment, and extended it by examining more severe mistreatment and perpetrator-directed responses. In Study 3, we demonstrated that employees who respond to mistreatment uncivilly are significantly less likely to receive the positive outcomes found in Studies 1 and 2 than those who respond neutrally. We discuss the implications of our findings for theory and practice. (PsycINFO Database Record (c) 2017 APA, all rights reserved).

Customer Choice or Business as Usual?: Promoting Innovation in the Design of WIA Training Programs Through the Individual Training Account Experiment.

ERIC Educational Resources Information Center

Perez-Johnson, Irma; Decker, Paul

The Workforce Investment Act (WIA) of 1998 requires that workforce investment areas establish individual training accounts (ITAs) that provide vouchers customers can use to pay for training. The United States Department of Labor is supporting the ITA experiment, during which new customers determined to be eligible for training will be randomly…

Achieving excellence--creating customer passion.

PubMed

Scheuing, E E

1999-08-01

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

Creativity and innovation by empowering the customer: The case of Mulino Bianco. Part II: The digital customer value added

NASA Astrophysics Data System (ADS)

Bujor, A.; Avasilcăi, S.

2015-11-01

The terms of creativity, co-creation, creative industries, innovation, and coinnovation are more and more used nowadays. While co-creation offers the possibility and encourages a more active involvement from the customers to create value rich experiences, innovation is responsible for the little improvements made for a better life, to grow a business, to improve products, services or company's productivity. Either customers, current and potential, or stakeholders’ involvement into innovation activities, through their creativity, represent an important way of value creation, of actions’ performance that increases the worth of goods, services, or business as a whole. More and more, different size businesses gather ideas for innovation from customers / stakeholders by involving them into the early stages of the innovation process. Actually, it has been shown that their ideas sketch their needs and wishes, and have been described as “need information”. Customers and stakeholders, in general, also offer ideas that have been called “solution information”, which represents, not only need information, but also customer-based proposals that describe how ideas can be transformed into marketable products. The term of creative industries refers to those goods that can technically be reproduced, industrially produced, and commercially sold, this being one of the many definitions found in the literature. Mulino Bianco was first launched in Italy, being one of the value brands of Barilla Group, which we can say, according to the Italian definition and classification, it belongs to creative industries: industry of food and taste. Even though Barilla Group's Research & Development department does its job very efficiently, developing and creating new products under different brands, lately a key strategy for the Group and for Mulino Bianco, by default, is customers’ pro-active involvement in products’ development or creation. One of the tools used for this is the Internet Toolkit and Web 2.0. by means of which customers are being invited to participate in competitions, being asked to design and share their concepts / views for new products, or to get involved in by voting those ideas they best like and would love to find them on markets. The aim of this paper is to explore and identify the involvement of stakeholders in Mullino Bianco's product development or improvement through creativity and innovation. As methodology approach, a case study about Mulino Bianco was done, and the foreseen result is highlighting the Nel Mulino Che Vorrei platform's features for consumer's engagement in the value creation and co-creation.

Using gaze patterns to predict task intent in collaboration.

PubMed

Huang, Chien-Ming; Andrist, Sean; Sauppé, Allison; Mutlu, Bilge

2015-01-01

In everyday interactions, humans naturally exhibit behavioral cues, such as gaze and head movements, that signal their intentions while interpreting the behavioral cues of others to predict their intentions. Such intention prediction enables each partner to adapt their behaviors to the intent of others, serving a critical role in joint action where parties work together to achieve a common goal. Among behavioral cues, eye gaze is particularly important in understanding a person's attention and intention. In this work, we seek to quantify how gaze patterns may indicate a person's intention. Our investigation was contextualized in a dyadic sandwich-making scenario in which a "worker" prepared a sandwich by adding ingredients requested by a "customer." In this context, we investigated the extent to which the customers' gaze cues serve as predictors of which ingredients they intend to request. Predictive features were derived to represent characteristics of the customers' gaze patterns. We developed a support vector machine-based (SVM-based) model that achieved 76% accuracy in predicting the customers' intended requests based solely on gaze features. Moreover, the predictor made correct predictions approximately 1.8 s before the spoken request from the customer. We further analyzed several episodes of interactions from our data to develop a deeper understanding of the scenarios where our predictor succeeded and failed in making correct predictions. These analyses revealed additional gaze patterns that may be leveraged to improve intention prediction. This work highlights gaze cues as a significant resource for understanding human intentions and informs the design of real-time recognizers of user intention for intelligent systems, such as assistive robots and ubiquitous devices, that may enable more complex capabilities and improved user experience.

Service quality that improves customer satisfaction in a university: a case study in Institut Teknologi Indonesia

NASA Astrophysics Data System (ADS)

Theresia, L.; Bangun, R.

2017-12-01

Universities should provide better service quality to get more customers. The purpose of this study was to find service quality which has impact on the increasing of customer satisfaction in a university. This study is a case study in Institut Teknologi Indonesia (ITI). The result of the study will help ITI to improve its service quality to increase customer satisfaction. This study employs path analysis technique. The data were collected through questionnaires developed from the literature. Questionnaires have two parts namely 1) service quality and 2) customer satisfaction. Service quality is measured through 22 questions with five service quality dimensions: 1) Tangibles, 2) Reliability, 3) Responsiveness, 4) Assurance and 5) Empathy. Customer Satisfaction is measured through 4 questions. The data then are processed by SPSS. The results showed that the students preferred to tangible quality improvement than intangible aspect.

Customized a Ti6Al4V Bone Plate for Complex Pelvic Fracture by Selective Laser Melting.

PubMed

Wang, Di; Wang, Yimeng; Wu, Shibiao; Lin, Hui; Yang, Yongqiang; Fan, Shicai; Gu, Cheng; Wang, Jianhua; Song, Changhui

2017-01-04

In pelvic fracture operations, bone plate shaping is challenging and the operation time is long. To address this issue, a customized bone plate was designed and produced using selective laser melting (SLM) technology. The key steps of this study included designing the customized bone plate, metal 3D printing, vacuum heat treatment, surface post-processing, operation rehearsal, and clinical application and evaluation. The joint surface of the bone plate was placed upwards with respect to the build platform to keep it away from the support and to improve the quality of the joint surface. Heat conduction was enhanced by adding a cone-type support beneath the bone plate to prevent low-quality fabrication due to poor heat conductivity of the Ti-6Al-4V powder. The residual stress was eliminated by exposing the SLM-fabricated titanium-alloy bone plate to a vacuum heat treatment. Results indicated that the bone plate has a hardness of HV1 360-HV1 390, an ultimate tensile strength of 1000-1100 MPa, yield strength of 900-950 MPa, and an elongation of 8%-10%. Pre-operative experiments and operation rehearsal were performed using the customized bone plate and the ABC-made pelvic model. Finally, the customized bone plate was clinically applied. The intraoperative C-arm and postoperative X-ray imaging results indicated that the customized bone plate matched well to the damaged pelvis. The customized bone plate fixed the broken bone and guides pelvis restoration while reducing operation time to about two hours. The customized bone plate eliminated the need for preoperative titanium plate pre-bending, thereby greatly reducing surgical wounds and operation time.

Customized a Ti6Al4V Bone Plate for Complex Pelvic Fracture by Selective Laser Melting

PubMed Central

Wang, Di; Wang, Yimeng; Wu, Shibiao; Lin, Hui; Yang, Yongqiang; Fan, Shicai; Gu, Cheng; Wang, Jianhua; Song, Changhui

2017-01-01

In pelvic fracture operations, bone plate shaping is challenging and the operation time is long. To address this issue, a customized bone plate was designed and produced using selective laser melting (SLM) technology. The key steps of this study included designing the customized bone plate, metal 3D printing, vacuum heat treatment, surface post-processing, operation rehearsal, and clinical application and evaluation. The joint surface of the bone plate was placed upwards with respect to the build platform to keep it away from the support and to improve the quality of the joint surface. Heat conduction was enhanced by adding a cone-type support beneath the bone plate to prevent low-quality fabrication due to poor heat conductivity of the Ti-6Al-4V powder. The residual stress was eliminated by exposing the SLM-fabricated titanium-alloy bone plate to a vacuum heat treatment. Results indicated that the bone plate has a hardness of HV1 360–HV1 390, an ultimate tensile strength of 1000–1100 MPa, yield strength of 900–950 MPa, and an elongation of 8%–10%. Pre-operative experiments and operation rehearsal were performed using the customized bone plate and the ABC-made pelvic model. Finally, the customized bone plate was clinically applied. The intraoperative C-arm and postoperative X-ray imaging results indicated that the customized bone plate matched well to the damaged pelvis. The customized bone plate fixed the broken bone and guides pelvis restoration while reducing operation time to about two hours. The customized bone plate eliminated the need for preoperative titanium plate pre-bending, thereby greatly reducing surgical wounds and operation time. PMID:28772395

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.

At Their Service. Making Life Happier for Customers and Staff. The Helping Hand Series.

ERIC Educational Resources Information Center

Nash, Claire

This guide is intended to help persons employed in the hotel and catering industry to improve their customer relations skills. The following topics are discussed: the importance of customers and good customer relations in the hospitality industry; what customers want; what employees in hospitality occupations can give customers; and importance of…

Improving Customer Satisfaction: A People CMM Perspective

DTIC Science & Technology

2010-10-11

customers internal service quality Employee satisfaction in turn fuels employee loyalty , which raises employee productivity. Higher productivity means...greater external service value for customers – which enhances customer satisfaction and loyalty . Internal Service Quality Employee Loyalty ...Employee Productivity Customer Satisfaction and Loyalty “A mere 5% jump in customer loyalty can boost profits 25%”…or more.

NREL, Mercedes-Benz Optimizing Refueling Experience for Fuel Cell Electric

Science.gov Websites

optimize the customer refueling experience for fuel cell electric vehicles. Photo of a Mercedes-Benz B fueling protocols, with an eye toward optimizing the refueling station's customer interface, making the

Innovative Product Design Based on Comprehensive Customer Requirements of Different Cognitive Levels

PubMed Central

Zhao, Wu; Zheng, Yake; Wang, Rui; Wang, Chen

2014-01-01

To improve customer satisfaction in innovative product design, a topology structure of customer requirements is established and an innovative product approach is proposed. The topology structure provides designers with reasonable guidance to capture the customer requirements comprehensively. With the aid of analytic hierarchy process (AHP), the importance of the customer requirements is evaluated. Quality function deployment (QFD) is used to translate customer requirements into product and process design demands and pick out the technical requirements which need urgent improvement. In this way, the product is developed in a more targeted way to satisfy the customers. the theory of innovative problems solving (TRIZ) is used to help designers to produce innovative solutions. Finally, a case study of automobile steering system is used to illustrate the application of the proposed approach. PMID:25013862

Innovative product design based on comprehensive customer requirements of different cognitive levels.

PubMed

Li, Xiaolong; Zhao, Wu; Zheng, Yake; Wang, Rui; Wang, Chen

2014-01-01

To improve customer satisfaction in innovative product design, a topology structure of customer requirements is established and an innovative product approach is proposed. The topology structure provides designers with reasonable guidance to capture the customer requirements comprehensively. With the aid of analytic hierarchy process (AHP), the importance of the customer requirements is evaluated. Quality function deployment (QFD) is used to translate customer requirements into product and process design demands and pick out the technical requirements which need urgent improvement. In this way, the product is developed in a more targeted way to satisfy the customers. the theory of innovative problems solving (TRIZ) is used to help designers to produce innovative solutions. Finally, a case study of automobile steering system is used to illustrate the application of the proposed approach.

Preintervention Analysis and Improvement of Customer Greeting in A Restaurant

PubMed Central

2005-01-01

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

Preintervention analysis and improvement of customer greeting in a restaurant.

PubMed

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

2005-01-01

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

IMO Fireball report form: results and prospects

NASA Astrophysics Data System (ADS)

Hankey, M.; Perlerin, V.

2015-01-01

At the 2014 IMC, we presented the new IMO (International Meteor Organization) online, Fireball report (available at fireballs.imo.net). This fireball report form was specifically designed for use by people with no astronomy experience who witnessed a fireball, a bolide or a suspected similar phenomenon. The IMO version of the form has been officially launched in February 2015. Since then, the form has been translated in different languages and customized for organizations around the world. In this paper, we will present preliminary results of the form and provide tips to improve the online presence of local organizations, in order to promote usage. We will also highlight procedures to be followed by local organizations to get a custom version of the form.

Discovering new points of differentiation.

PubMed

MacMillan, I C; McGrath, R G

1997-01-01

Most profitable strategies are built on differentiation: offering customers something they value that competitors don't have. But most companies concentrate only on their products or services. In fact, a company can differentiate itself every point where it comes in contact with its customers--from the moment customers realize they need a product or service to the time when they dispose of it. The authors believe that if companies open up their thinking to their customer's entire experience with a product or service--the consumption chain--they can uncover opportunities to position their offerings in ways that neither they nor their competitors though possible. The authors show how even a mundane product such as candles can be successfully differentiated. By analyzing its customers' experiences and exploring various options, Blyth Industries, for example, has grown from a $2 million U.S. candle manufacturer into a global candle and accessory business with nearly $500 million in sales and a market value of $1.2 billion. Finding ways to differentiate one's company is a skill that can be nurtured, the authors contend. In this Manager's Tool Kit, they have designed a two-part approach that can help companies continually identify new points of differentiation and develop the ability to generate successful differentiation strategies. "Mapping the Consumption Chain" captures the customer's total experience with a product or service. "Analyzing Your Customer's Experience" shows managers how directed brainstorming about each step in the consumption chain can elicit numerous ways to differentiate any offering.

Online purchasing creates opportunities to lower the life cycle carbon footprints of consumer products

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

Isley, Steven C.; Stern, Paul C.; Carmichael, Scott P.

A major barrier to transitions to environmental sustainability is that consumers lack information about the full environmental footprints of their purchases. Sellers' incentives do not support reducing the footprints unless customers have such information and are willing to act on it. We explore the potential of modern information technology to lower this barrier by enabling firms to inform customers of products' environmental footprints at the point of purchase and easily offset consumers' contributions through bundled purchases of carbon offsets. Using online stated choice experiments, we evaluated the effectiveness of several inexpensive features that firms in four industries could implement withmore » existing online user interfaces for consumers. These examples illustrate the potential for firms to lower their overall carbon footprints while improving customer satisfaction by lowering the 'soft costs' to consumers of pro-environmental choices. Lastly, opportunities such as these likely exist wherever firms possess environmentally relevant data not accessible to consumers or when transaction costs make pro-environmental action difficult.« less

Online purchasing creates opportunities to lower the life cycle carbon footprints of consumer products

DOE PAGES

Isley, Steven C.; Stern, Paul C.; Carmichael, Scott P.; ...

2016-08-30

A major barrier to transitions to environmental sustainability is that consumers lack information about the full environmental footprints of their purchases. Sellers' incentives do not support reducing the footprints unless customers have such information and are willing to act on it. We explore the potential of modern information technology to lower this barrier by enabling firms to inform customers of products' environmental footprints at the point of purchase and easily offset consumers' contributions through bundled purchases of carbon offsets. Using online stated choice experiments, we evaluated the effectiveness of several inexpensive features that firms in four industries could implement withmore » existing online user interfaces for consumers. These examples illustrate the potential for firms to lower their overall carbon footprints while improving customer satisfaction by lowering the 'soft costs' to consumers of pro-environmental choices. Lastly, opportunities such as these likely exist wherever firms possess environmentally relevant data not accessible to consumers or when transaction costs make pro-environmental action difficult.« less

Online purchasing creates opportunities to lower the life cycle carbon footprints of consumer products

PubMed Central

Isley, Steven C.; Stern, Paul C.; Carmichael, Scott P.; Joseph, Karun M.; Arent, Douglas J.

2016-01-01

A major barrier to transitions to environmental sustainability is that consumers lack information about the full environmental footprints of their purchases. Sellers’ incentives do not support reducing the footprints unless customers have such information and are willing to act on it. We explore the potential of modern information technology to lower this barrier by enabling firms to inform customers of products’ environmental footprints at the point of purchase and easily offset consumers’ contributions through bundled purchases of carbon offsets. Using online stated choice experiments, we evaluated the effectiveness of several inexpensive features that firms in four industries could implement with existing online user interfaces for consumers. These examples illustrate the potential for firms to lower their overall carbon footprints while improving customer satisfaction by lowering the “soft costs” to consumers of proenvironmental choices. Opportunities such as these likely exist wherever firms possess environmentally relevant data not accessible to consumers or when transaction costs make proenvironmental action difficult. PMID:27528670

Online purchasing creates opportunities to lower the life cycle carbon footprints of consumer products.

PubMed

Isley, Steven C; Stern, Paul C; Carmichael, Scott P; Joseph, Karun M; Arent, Douglas J

2016-08-30

A major barrier to transitions to environmental sustainability is that consumers lack information about the full environmental footprints of their purchases. Sellers' incentives do not support reducing the footprints unless customers have such information and are willing to act on it. We explore the potential of modern information technology to lower this barrier by enabling firms to inform customers of products' environmental footprints at the point of purchase and easily offset consumers' contributions through bundled purchases of carbon offsets. Using online stated choice experiments, we evaluated the effectiveness of several inexpensive features that firms in four industries could implement with existing online user interfaces for consumers. These examples illustrate the potential for firms to lower their overall carbon footprints while improving customer satisfaction by lowering the "soft costs" to consumers of proenvironmental choices. Opportunities such as these likely exist wherever firms possess environmentally relevant data not accessible to consumers or when transaction costs make proenvironmental action difficult.

Improving Balance in TBI Using a Low-Cost Customized Virtual Reality Rehabilitation Tool

DTIC Science & Technology

2016-10-01

AWARD NUMBER: W81XWH-14-2-0150 TITLE: Improving Balance in TBI Using a Low-Cost Customized Virtual Reality Rehabilitation Tool PRINCIPAL...AND SUBTITLE Improving Balance in TBI Using a Low-Cost Customized Virtual Reality Rehabilitation Tool 5a. CONTRACT NUMBER 5b. GRANT NUMBER W81XWH...Distribution Unlimited 13. SUPPLEMENTARY NOTES 14. ABSTRACT The proposed study will implement and evaluate a novel, low-cost, Virtual Reality (VR

Building Brand Power

NASA Astrophysics Data System (ADS)

Lakshmi, S.; Muthumani, S., Dr.

2017-05-01

Brand power is established through brand awareness. It’s all about making consumers familiar about their products and services. Marketing strategies should make the customers extend the positive approach towards brand and continue through repeated purchases. There is a triple perspective approach to investigate the brand awareness in this research. The brand awareness and brand equity are studied and the relationship between those are analyzed. This also drills down about the brand performance and knowledge with awareness which tries to find out the brands value and utility among the public. Continuous improvement on package design, quality and buying experience will lead to customer loyalty and preference. Branding should happen though creative ads, eye catchers and special campaigns. Brand awareness is the extent to which consumers are familiar with their product or services. Power of a brand is resides in the minds of the customers. To build a strong brand, it is one of the great challenge for the marketers to ensure that customers have the right experiences with products and services and various marketing programs. So that tenderness, beliefs, perspective, perception and so on linked to the brand. If we are presenting the brand with no enthusiasm or spunk, people are going to forget about our brand. Even though that may seem harsh, it’s the naked truth in today’s marketing world. Brand must reach out to the community by special events, creating campaigns to keep the brand relevant also offer customer a unique experience. Here we study about the brand consciousness and to identify the cohesion between brand awareness with knowledge and performance and also to assess the effect of brand awareness on consumer purchase. In this study we necessary statistical tools like chi-square test ad t-test has been used to analyse the collected data. It is highly recommend to increase brand awareness, the marketers are constantly required to build brand awareness both economically and efficiently in the minds of customers at a competitive environment. Generating brand power begins with building healthy brands. So that consumers are able to identify a brand through brand recognition or recall performance. This article contains the following sub headings. 1. Introduction 2. Objectives 3. Research questions 4. Research methodology 5. Data Analysis 6. Conclusion

Customer Dissatisfaction Index and its Improvement Costs

NASA Astrophysics Data System (ADS)

Lvovs, Aleksandrs; Mutule, Anna

2010-01-01

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

Implementation of age and gender recognition system for intelligent digital signage

NASA Astrophysics Data System (ADS)

Lee, Sang-Heon; Sohn, Myoung-Kyu; Kim, Hyunduk

2015-12-01

Intelligent digital signage systems transmit customized advertising and information by analyzing users and customers, unlike existing system that presented advertising in the form of broadcast without regard to type of customers. Currently, development of intelligent digital signage system has been pushed forward vigorously. In this study, we designed a system capable of analyzing gender and age of customers based on image obtained from camera, although there are many different methods for analyzing customers. We conducted age and gender recognition experiments using public database. The age/gender recognition experiments were performed through histogram matching method by extracting Local binary patterns (LBP) features after facial area on input image was normalized. The results of experiment showed that gender recognition rate was as high as approximately 97% on average. Age recognition was conducted based on categorization into 5 age classes. Age recognition rates for women and men were about 67% and 68%, respectively when that conducted separately for different gender.

Process of Continual Improvement in a School of Nursing.

ERIC Educational Resources Information Center

Norman, Linda D.; Lutenbacher, Melanie

1996-01-01

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

No More "Magic Aprons": Longitudinal Assessment and Continuous Improvement of Customer Service at the University of North Dakota Libraries

ERIC Educational Resources Information Center

Clark, Karlene T.; Walker, Stephanie R.

2017-01-01

The University of North Dakota (UND) Libraries have developed a multi-award winning Customer Service Program (CSP) involving longitudinal assessment and continuous improvement. The CSP consists of iterative training modules; constant reinforcement of Customer Service Principles with multiple communication strategies and tools, and incentives that…

Improving TSA’s Public Image: Customer-Focused Initiatives to Encourage Public Trust and Confidence

DTIC Science & Technology

2013-12-01

INITIATIVES TO ENCOURAGE PUBLIC TRUST AND CONFIDENCE Patricia S. Bierle Customer Support and Quality Improvement Manager, Transportation Security...PUBLIC IMAGE: CUSTOMER-FOCUSED INITIATIVES TO ENCOURAGE PUBLIC TRUST AND CONFIDENCE by Patricia S. Bierle December 2013 Thesis Co-Advisors...33 e . Government Leaders Impact Public Opinion ........................35 f. Aviation Stakeholders Also Impact

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

PubMed

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

2018-01-01

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

Dialectical Inquiry--Does It Deliver? A User Based Research Experience

ERIC Educational Resources Information Center

Seligman, James

2013-01-01

Dialectical Enquiry (DI) as a research method was used in the study of customer/student experience and its management (CEM) in not for profit as higher education. The (DI) method is applied to senders, receivers of the customer experience across six English universities to gather real world data using an imposed dialectical structure and analysis.…

B-CAN: a resource sharing platform to improve the operation, visualization and integrated analysis of TCGA breast cancer data

PubMed Central

Wen, Can-Hong; Ou, Shao-Min; Guo, Xiao-Bo; Liu, Chen-Feng; Shen, Yan-Bo; You, Na; Cai, Wei-Hong; Shen, Wen-Jun; Wang, Xue-Qin; Tan, Hai-Zhu

2017-01-01

Breast cancer is a high-risk heterogeneous disease with myriad subtypes and complicated biological features. The Cancer Genome Atlas (TCGA) breast cancer database provides researchers with the large-scale genome and clinical data via web portals and FTP services. Researchers are able to gain new insights into their related fields, and evaluate experimental discoveries with TCGA. However, it is difficult for researchers who have little experience with database and bioinformatics to access and operate on because of TCGA’s complex data format and diverse files. For ease of use, we build the breast cancer (B-CAN) platform, which enables data customization, data visualization, and private data center. The B-CAN platform runs on Apache server and interacts with the backstage of MySQL database by PHP. Users can customize data based on their needs by combining tables from original TCGA database and selecting variables from each table. The private data center is applicable for private data and two types of customized data. A key feature of the B-CAN is that it provides single table display and multiple table display. Customized data with one barcode corresponding to many records and processed customized data are allowed in Multiple Tables Display. The B-CAN is an intuitive and high-efficient data-sharing platform. PMID:29312567

Utilities Power Change: Engaging Commercial Customers in Workplace Charging

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

Lommele, Stephen; Dafoe, Wendy

As stewards of an electric grid that is available almost anywhere people park, utilities that support workplace charging are uniquely positioned to help their commercial customers be a part of the rapidly expanding network of charging infrastructure. Utilities understand the distinctive challenges of their customers, have access to technical information about electrical infrastructure, and have deep experience modeling and managing demand for electricity. This case study highlights the experiences of two utilities with workplace charging programs.

Polytobacco Use and the "Customization Generation"-New Perspectives for Tobacco Control.

PubMed

Horn, Kimberly; Pearson, Jennifer L; Villanti, Andrea C

2016-12-01

In recent years, the United States observed a significant uptake in concurrent use of multiple tobacco products and alternative nicotine delivery devices among youth-a phenomenon identified as polytobacco use-making tobacco control efforts more complex for clinicians, policy makers, and scientists, alike.The present commentary stimulates new perspectives on tobacco control in the context of polytobacco use and a youth culture of customization. This culture-based value of today's youth may inform current patterns of tobacco use. More specifically, the authors hypothesize a concept of tobacco customization-the concurrent use of multiple tobacco products to create personalized tobacco experience matching lifestyle, culture, values, and addiction levels. With a range of experiences made possible through an ever-increasing menu of tobacco products, flavors, and novel devices, the current youth culture of customization may also translate to tobacco customization. Given the predominance of polytobacco use in youth-tobacco users, tobacco control initiatives must be challenged to new perspectives. Should we discover the viability of tobacco customization, tobacco use strategies that target cultural values, harness popular trends, and culture and provide customizable experiences may have a notable impact on tobacco use in this population.

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.

Patient satisfaction: focusing on "excellent".

PubMed

Otani, Koichiro; Waterman, Brian; Faulkner, Kelly M; Boslaugh, Sarah; Burroughs, Thomas E; Dunagan, W Claiborne

2009-01-01

In an emerging competitive market such as healthcare, managers should focus on achieving excellent ratings to distinguish their organization from others. When it comes to customer loyalty, "excellent" has a different meaning. Customers who are merely satisfied often do not come back. The purpose of this study was to find out what influences adult patients to rate their overall experience as "excellent." The study used patient satisfaction data collected from one major academic hospital and four community hospitals. After conducting a multiple logistic regression analysis, certain attributes were shown to be more likely than others to influence patients to rate their experiences as excellent. The study revealed that staff care is the most influential attribute, followed by nursing care. These two attributes are distinctively stronger drivers of overall satisfaction than are the other attributes studied (i.e., physician care, admission process, room, and food). Staff care and nursing care are under the control of healthcare managers. If improvements are needed, they can be accomplished through training programs such as total quality management or continuous quality improvement, through which staff employees and nurses learn to be sensitive to patients' needs. Satisfying patients' needs is the first step toward having loyal patients, so hospitals that strive to ensure their patients are completely satisfied are more likely to prosper.

How to get the customer service your practice deserves.

PubMed

Cavallo, Nancy

2009-01-01

What is good customer service, and how can office managers and others who deal with medical supply distributors get the customer service they deserve? This article covers the basics of good customer service, including examples of companies known for putting the customer first-Nordstrom, Disney, Johnson &Johnson, and VaxServe. Helpful tips on what to look for in a distributor include personalized service, cost considerations, dedication, knowledge, experience, helpfulness, openness, reliability, and compatibility.

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

PubMed

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

2017-10-23

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

Healthscape role towards customer satisfaction in private healthcare.

PubMed

Sahoo, Debajani; Ghosh, Tathagata

2016-07-11

Purpose - The purpose of this paper is to identify the motives that enforce consumers to find out the major determinants that frame healthscape in private healthcare service that leads to their satisfaction in a developing country like India. Design/methodology/approach - The generic motive dimensions are identified using an exploratory factor analysis. Next the reliability and validity of the factors are established followed by regression analysis using SPSS 20.0 s/w. Findings - This paper identifies six healthscape motives in the private healthcare sector named as service personnel conduct and cleanliness, service delivery and facilities, ambience, location and look, appealing decoration, and upgraded safety service, out of which only service delivery, ambience, location, and decorations contribute the most to build customer satisfaction as per their significance value. Research limitations/implications - The various dimensions of healthcare motives should be viewed as the levers of improving hospitals' service quality in the minds of its present and future customers. This finding can offer valuable insight to the forthcoming as well as existing developer who are planning to have their healthcare service presence in India. Practical implications - This study suggests some important strategic guidelines for service positioning and market segmentation of healthcare services as per customer requirements. In the recent past, availing services from hospitals were purely utilitarian in nature. Customers were more inclined to get proper and timely services and cared more about the service quality of the healthcare service provider. Originality/value - This paper is among the few works done on understanding private healthcare service delivery process in India and customer satisfaction level from those Hospitals. This study addresses the gap by identifying a set of dimensions that are relevant to customers for a unique healthcare experience.

Laying the cornerstone: an employee-driven customer service program.

PubMed

Davis, Stephen M; Chinnis, Ann S; Dunmire, J Erin

2006-01-01

In the 21st-century healthcare environment, customer service remains critical to the fiscal viability of healthcare organizations. Continued competition for patients and diminishing reimbursements have necessitated the establishment of customer service programs to attract patients and retain outstanding employees. These programs should increase quality experiences for both internal customers (employees) and external customers (patients). This article describes a unique employee-driven customer service initiative titled Serving Together Achieving Results. Obstacles to implementing a customer service program in a multifaceted academic setting are highlighted, and the use of a novel tool, Q technique, to prioritize employee feedback is discussed.

Creativity and innovation by empowering the customer: The case of Mulino Bianco. Part I: Organisational innovation context

NASA Astrophysics Data System (ADS)

Bujor, A.; Avasilcăi, S.

2015-11-01

The terms of creativity, co-creation, creative industries, innovation, and coinnovation are more and more used nowadays. While co-creation offers the possibility and encourages a more active involvement from the customers to create value rich experiences, innovation is responsible for the little improvements made for a better life, to grow a business, to improve products, services or company's productivity. Either customers, current and potential, or stakeholders’ involvement into innovation activities, through their creativity, represent an important way of value creation, of actions’ performance that increases the worth of goods, services, or business as a whole. More and more, different size businesses gather ideas for innovation from customers / stakeholders through their involvement into the early stages of the innovation process. Actually, it has been shown that their ideas sketch their needs and wishes, and have been described as “need information”. Customers and stakeholders, in general, also offer ideas that have been called “solution information”, which represents, not only need information, but also customer-based proposals that describe how ideas can be transformed into marketable products. The term of creative industries refers to those goods that can technically be reproduced, industrially produced, and commercially sold, this being one of the many definitions found in the literature. The classification of creative industries differs at the European Union level according to each country's development level and opening towards these industries’ perception as an engine for economic growth. To better explore and identify the importance of innovation and creativity for new products’ development or improvement a case study about Mulino Bianco was done. This methodology approach represents a part of a qualitative research approach within a broader research undertaken within the framework of the National Research Program PN II. Mulino Bianco was first launched in Italy, being one of the value brands of Barilla Group, which we can say, according to the Italian researches regarding their definition and classification, it belongs to creative industries: industry of food and taste. The foreseen result of this paper is highlighting the fact that the key strategy for the Group and for Mulino Bianco, by default, is mainly its customers’ pro-active involvement in products’ development or creation.

Design of customer knowledge management system for Aglaonema Nursery in South Tangerang, Indonesia

NASA Astrophysics Data System (ADS)

Sugiarto, D.; Mardianto, I.; Dewayana, TS; Khadafi, M.

2017-12-01

The purpose of this paper is to describe the design of customer knowledge management system to support customer relationship management activities for an aglaonema nursery in South Tangerang, Indonesia. System. The steps were knowledge identification (knowledge about customer, knowledge from customer, knowledge for customer), knowledge capture, codification, analysis of system requirement and create use case and activity diagram. The result showed that some key knowledge were about supporting customer in plant care (know how) and types of aglaonema including with the prices (know what). That knowledge for customer then codified and shared in knowledge portal website integrated with social media. Knowledge about customer were about customers and their behaviour in purchasing aglaonema. Knowledge from customer were about feedback, favorite and customer experience. Codified knowledge were placed and shared using content management system based on wordpress.

Data mining learning bootstrap through semantic thumbnail analysis

NASA Astrophysics Data System (ADS)

Battiato, Sebastiano; Farinella, Giovanni Maria; Giuffrida, Giovanni; Tribulato, Giuseppe

2007-01-01

The rapid increase of technological innovations in the mobile phone industry induces the research community to develop new and advanced systems to optimize services offered by mobile phones operators (telcos) to maximize their effectiveness and improve their business. Data mining algorithms can run over data produced by mobile phones usage (e.g. image, video, text and logs files) to discover user's preferences and predict the most likely (to be purchased) offer for each individual customer. One of the main challenges is the reduction of the learning time and cost of these automatic tasks. In this paper we discuss an experiment where a commercial offer is composed by a small picture augmented with a short text describing the offer itself. Each customer's purchase is properly logged with all relevant information. Upon arrival of new items we need to learn who the best customers (prospects) for each item are, that is, the ones most likely to be interested in purchasing that specific item. Such learning activity is time consuming and, in our specific case, is not applicable given the large number of new items arriving every day. Basically, given the current customer base we are not able to learn on all new items. Thus, we need somehow to select among those new items to identify the best candidates. We do so by using a joint analysis between visual features and text to estimate how good each new item could be, that is, whether or not is worth to learn on it. Preliminary results show the effectiveness of the proposed approach to improve classical data mining techniques.

Breaking the trade-off between efficiency and service.

PubMed

Frei, Frances X

2006-11-01

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

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.

The Role of Social Media User Experience as a Mediator for Understanding Social Media User Behavior in Indonesia’s Museum Industry: Literature Review

NASA Astrophysics Data System (ADS)

Sundjaja, A. M.; LumanGaol, F.; Budiarti, T.; Abbas, B. S.; Abdinagoro, S. B.; Ongowarsito, H.

2017-01-01

Social media has changed the interaction between the customer and the business, social media has proven to provide new opportunities in facilitating access to information, efficiency and ease of interaction between customers and businesses that are distributed geographically dispersed. Ease of interaction to improve access to information about products, services, and prices have proven to have a positive impact for consumers. The purpose of this article is to develop a conceptual model to test the effect of user motivation, user expectations, and online community involvement to the intention of behavior that is mediated by the use of social media museum experience. This article is a literature study on exploration of social media user experiences museum in Indonesia. Authors searched and examined 85 articles from google scholar with the following keywords: motivation, expectations, online communities, user experience, social media, Technology Acceptance Model, Experiential Marketing, Uses and Gratification Theory. Proposed data collection techniques are literature study, survey and observation. The sample used in this research is 400 respondents of social media users that follow the social media managed by Indonesia’s museum. The sampling technique are systematic sampling. We use Structural Equation Model with AMOS for analyze the data.

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

PubMed

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

2006-12-01

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

How to improve the promotion of Korean beef barbecue, bulgogi, for international customers. An application of quality function deployment.

PubMed

Park, So-Hyun; Ham, Sunny; Lee, Min-A

2012-10-01

Quality function deployment (QFD) is a product development technique that translates customer requirements into activities for the development of products and services. This study utilizes QFD to identify American customer's requirements for bulgogi, a popular Korean dish among international customers, and how to fulfill those requirements. A customer survey and an expert opinion survey were conducted for US customers. The top five customer requirements for bulgogi were identified as taste, freshness, flavor, tenderness, and juiciness; ease of purchase was included in the place of tenderness after calculating the weight requirements. Eighteen engineering characteristics were developed, and a 'localization of bulgogi menu' is strongly related to the other characteristics as well. The results from the calculation of relative importance of engineering characteristics identified that the 'control of marinating time', 'localization of bulgogi menu', 'improvement of cooking and serving process', 'development of recipe by parts of beef', and 'use of various seasonings' were the highest contributors to the overall improvement of bulgogi. The relative importance of engineering characteristics, correlation, and technical difficulties are ranked and integrated to develop the most effective strategy. The findings are discussed relative to industry implications. Copyright © 2012 Elsevier Ltd. All rights reserved.

Data Mining for CRM

NASA Astrophysics Data System (ADS)

Thearling, Kurt

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

Effect of custom-made footwear on foot ulcer recurrence in diabetes: a multicenter randomized controlled trial.

PubMed

Bus, Sicco A; Waaijman, Roelof; Arts, Mark; de Haart, Mirjam; Busch-Westbroek, Tessa; van Baal, Jeff; Nollet, Frans

2013-12-01

Custom-made footwear is the treatment of choice to prevent foot ulcer recurrence in diabetes. This footwear primarily aims to offload plantar regions at high ulcer risk. However, ulcer recurrence rates are high. We assessed the effect of offloading-improved custom-made footwear and the role of footwear adherence on plantar foot ulcer recurrence. We randomly assigned 171 neuropathic diabetic patients with a recently healed plantar foot ulcer to custom-made footwear with improved and subsequently preserved offloading (∼20% peak pressure relief by modifying the footwear) or to usual care (i.e., nonimproved custom-made footwear). Primary outcome was plantar foot ulcer recurrence in 18 months. Secondary outcome was ulcer recurrence in patients with an objectively measured adherence of ≥80% of steps taken. On the basis of intention-to-treat, 33 of 85 patients (38.8%) with improved footwear and 38 of 86 patients (44.2%) with usual care had a recurrent ulcer (relative risk -11%, odds ratio 0.80 [95% CI 0.44-1.47], P = 0.48). Ulcer-free survival curves were not significantly different between groups (P = 0.40). In the 79 patients (46% of total group) with high adherence, 9 of 35 (25.7%) with improved footwear and 21 of 44 (47.8%) with usual care had a recurrent ulcer (relative risk -46%, odds ratio 0.38 [0.15-0.99], P = 0.045). Offloading-improved custom-made footwear does not significantly reduce the incidence of plantar foot ulcer recurrence in diabetes compared with custom-made footwear that does not undergo such improvement, unless it is worn as recommended.

Effect of Custom-Made Footwear on Foot Ulcer Recurrence in Diabetes

PubMed Central

Bus, Sicco A.; Waaijman, Roelof; Arts, Mark; de Haart, Mirjam; Busch-Westbroek, Tessa; van Baal, Jeff; Nollet, Frans

2013-01-01

OBJECTIVE Custom-made footwear is the treatment of choice to prevent foot ulcer recurrence in diabetes. This footwear primarily aims to offload plantar regions at high ulcer risk. However, ulcer recurrence rates are high. We assessed the effect of offloading-improved custom-made footwear and the role of footwear adherence on plantar foot ulcer recurrence. RESEARCH DESIGN AND METHODS We randomly assigned 171 neuropathic diabetic patients with a recently healed plantar foot ulcer to custom-made footwear with improved and subsequently preserved offloading (∼20% peak pressure relief by modifying the footwear) or to usual care (i.e., nonimproved custom-made footwear). Primary outcome was plantar foot ulcer recurrence in 18 months. Secondary outcome was ulcer recurrence in patients with an objectively measured adherence of ≥80% of steps taken. RESULTS On the basis of intention-to-treat, 33 of 85 patients (38.8%) with improved footwear and 38 of 86 patients (44.2%) with usual care had a recurrent ulcer (relative risk −11%, odds ratio 0.80 [95% CI 0.44–1.47], P = 0.48). Ulcer-free survival curves were not significantly different between groups (P = 0.40). In the 79 patients (46% of total group) with high adherence, 9 of 35 (25.7%) with improved footwear and 21 of 44 (47.8%) with usual care had a recurrent ulcer (relative risk −46%, odds ratio 0.38 [0.15–0.99], P = 0.045). CONCLUSIONS Offloading-improved custom-made footwear does not significantly reduce the incidence of plantar foot ulcer recurrence in diabetes compared with custom-made footwear that does not undergo such improvement, unless it is worn as recommended. PMID:24130357

The Customer Comes First: Implementing a Customer Service Program at the University of Minnesota, Twin Cities Libraries

ERIC Educational Resources Information Center

Bayer, Jerrie; Llewellyn, Steven

2011-01-01

Library customers have more remote information choices than ever before, so we must ensure that when they do come to the library, they experience a welcoming environment, a high standard of service, and receive equitable levels of service across campus. Developing a customer service program was a logical next step to reinforce the ongoing…

Modern Customers and Open Universities: Can Open Universities Develop a Course Model in Which Students Become the Co-Creators of Value?

ERIC Educational Resources Information Center

Moerkerke, George

2015-01-01

Marketing specialists have recently redefined the roles customers and enterprises play in the economy. Modern customers are connected, informed, mobile, educated and internationally oriented. They seek enterprises that empower them to co-construct personalised experiences. This view of the customer-enterprise relationship has a great impact on the…

75 FR 38725 - Service Performance Measurement

Federal Register 2010, 2011, 2012, 2013, 2014

2010-07-06

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

Research on intelligent recommendation algorithm of e-commerce based on association rules

NASA Astrophysics Data System (ADS)

Shen, Jiajie; Cheng, Xianyi

2017-09-01

As the commodities of e-commerce are more and more rich, more and more consumers are willing to choose online shopping, because of these rich varieties of commodity information, customers will often appear aesthetic fatigue. Therefore, we need a recommendation algorithm according to the recent behavior of customers including browsing and consuming to predicate and intelligently recommend goods which the customers need, thus to improve the satisfaction of customers and to increase the profit of e-commerce. This paper first discusses recommendation algorithm, then improves Apriori. Finally, using R language realizes a recommendation algorithm of commodities. The result shows that this algorithm provides a certain decision-making role for customers to buy commodities.

Pharmacy experience with facsimile prescriptions.

PubMed

Huntzinger, Paul E

2010-11-01

The purpose of this mixed qualitative/quantitative study was to review the impact of a policy to accept facsimile (fax) prescriptions as standard operating procedure. Between February and April 2009 the pharmacy processed 4,792 new prescriptions of which 363 (7.6%) were received through fax. Of the fax prescriptions, 19 (5.2%) concerned clarification of information, which took approximately 30 minutes to resolve. The fax prescription process allowed the pharmacy to adjust the distribution of its workload, provided quicker service for new prescriptions, and allowed more time for medication consultation that resulted in a high level of customer satisfaction. It appeared the policy allowing fax prescriptions was a "win-win" situation for both the pharmacy and its customers. Military pharmacies should consider running trials of accepting fax prescriptions to see whether it improves their prescription filling process.

Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-server exchange.

PubMed

Susskind, Alex M; Kacmar, K Michele; Borchgrevink, Carl P

2003-02-01

The authors proposed and tested a model describing the relationship between customer service providers' perceptions and attitudes toward their service-related duties and their customers' perceptions of satisfaction with their service experiences. Results indicated that the perception of having standards for service delivery in an organization is strongly related to line-level employees' perceptions of support from coworkers and supervisors. Perceived support from coworkers was significantly related to service providers' customer orientation, whereas perceived support from supervisors showed a weaker relationship to a customer orientation. Ultimately, service providers' customer orientation was strongly related to customers' satisfaction with service. Finally, a set of post hoc analyses indicated that coworker and supervisory support explained a greater proportion of incremental variance in the model than did perceived organizational support alone.

The AskIT Service Desk: A Model for Improving Productivity and Reducing Costs

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

Ashcraft, Phillip Lynn; Fogle, Blythe G.; Cummings, Susan M.

This was prepared for the business process improvement presentation to the Department of Energy. Los Alamos National Laboratory provides a single point of contact, the AskIT Service Desk, to address issues that impact customer productivity. At the most basic level, what customers want is for their calls to be received, to get a response from a knowledgeable analyst, and to have their issues resolved and their requests fulfilled. Providing a centralized, single point of contact service desk makes initiating technical or business support simple for the customer and improves the odds of immediately resolving the issue or correctly escalating themore » request to the next support level when necessary. Fulfilling customer requests through automated workflow also improves customer productivity and reduces costs. Finally, customers should be provided the option to solve their own problems through easy access to self-help resources such as frequently asked questions (FAQs) and how-to guides. To accomplish this, everyone who provides and supports services must understand how these processes and functions work together. Service providers and those who support services must “speak the same language” and share common objectives. The Associate Directorate for Business Innovation (ADBI) began the journey to improve services by selecting a known service delivery framework (Information Technology Infrastructure Library, or ITIL). From this framework, components that contribute significant business value were selected.« less

Manage your human sigma.

PubMed

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

2005-01-01

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

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

PubMed

Knechtges, J P; Watts, C A

2000-08-01

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

Physician groups' use of data from patient experience surveys.

PubMed

Friedberg, Mark W; SteelFisher, Gillian K; Karp, Melinda; Schneider, Eric C

2011-05-01

In Massachusetts, physician groups' performance on validated surveys of patient experience has been publicly reported since 2006. Groups also receive detailed reports of their own performance, but little is known about how physician groups have responded to these reports. To examine whether and how physician groups are using patient experience data to improve patient care. During 2008, we conducted semi-structured interviews with the leaders of 72 participating physician groups (out of 117 groups receiving patient experience reports). Based on leaders' responses, we identified three levels of engagement with patient experience reporting: no efforts to improve (level 1), efforts to improve only the performance of low-scoring physicians or practice sites (level 2), and efforts to improve group-wide performance (level 3). Groups' level of engagement and specific efforts to improve patient care. Forty-four group leaders (61%) reported group-wide improvement efforts (level 3), 16 (22%) reported efforts to improve only the performance of low-scoring physicians or practice sites (level 2), and 12 (17%) reported no performance improvement efforts (level 1). Level 3 groups were more likely than others to have an integrated medical group organizational model (84% vs. 31% at level 2 and 33% at level 1; P < 0.005) and to employ the majority of their physicians (69% vs. 25% and 20%; P < 0.05). Among level 3 groups, the most common targets for improvement were access, communication with patients, and customer service. The most commonly reported improvement initiatives were changing office workflow, providing additional training for nonclinical staff, and adopting or enhancing an electronic health record. Despite statewide public reporting, physician groups' use of patient experience data varied widely. Integrated organizational models were associated with greater engagement, and efforts to enhance clinicians' interpersonal skills were uncommon, with groups predominantly focusing on office workflow and support staff.

Customers First: Using Process Improvement To Improve Service Quality and Efficiency.

ERIC Educational Resources Information Center

Larson, Catherine A.

1998-01-01

Describes steps in a process-improvement project for reserve book services at the University of Arizona Library: (1) plan--identify process boundaries and customer requirements, gather/analyze data, prioritize problems; (2) do--encourage divergent thinking, reach convergent thinking, find solutions; (3) check--pilot solutions, compare costs; and…

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.

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

PubMed

Gulati, Ranjay

2007-05-01

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

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

ERIC Educational Resources Information Center

Tosti, Donald T.; Stotz, Rodger

2000-01-01

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

Care-seeking at patent and proprietary medicine vendors in Nigeria.

PubMed

Prach, Lisa M; Treleaven, Emily; Isiguzo, Chinwoke; Liu, Jenny

2015-06-12

To achieve health development goals, policymakers are increasingly focused on improving primary care in low- and middle-income countries, and private sector drug retailers offer one channel through which basic services may be delivered. In Nigeria, patent and proprietary medicine vendors (PPMVs) serve as a main source of medications, but little is known about their clientele or how care is sought at PPMVs for common illnesses. We explore differences in care-seeking at PPMV shops based on the most commonly reported symptoms. In Kogi and Kwara states, Nigeria, 250 PPMV shop workers and 2,359 customers purchasing drugs were surveyed, and each worker-customer interaction was observed. Multivariate regression analysis was used to assess the association of commonly reported symptoms with care-seeking behavior prior to attending the shop and while interacting with the provider at the shop. Most customers sought care for headache (30.5 %), fever (22.9 %), cough/cold (18.1 %), or diarrhea (8.4 %). Customers with fever were more likely to report being diagnosed by a formally trained person, to have discussed the illness with and be examined by the shop worker, and have more difficulty paying. In contrast, customers with headache symptoms were less likely to experience these outcomes and spent less money purchasing drugs. Those reporting cough or cold symptoms were less likely to have been diagnosed by a formally trained person, waited longer before visiting the PPMV shop, and were more likely to discuss the illness with the shop worker, but were less likely to be examined or to recommend the purchased drug themselves. If a sick child was brought to the shop, a discussion of the illness and an exam were more likely and more money was spent on drugs. Because care-seeking behaviors vary by symptoms and the sick person's age, PPMVs should be trained to treat common illnesses for which customers are unlikely to seek a formal medical consultation. Interventions aimed at improving primary care need to target the places where most people access care, and equip PPMV workers with knowledge and tools to provide basic services.

Use of 3D Printing for Custom Wind Tunnel Fabrication

NASA Astrophysics Data System (ADS)

Gagorik, Paul; Bates, Zachary; Issakhanian, Emin

2016-11-01

Small-scale wind tunnels for the most part are fairly simple to produce with standard building equipment. However, the intricate bell housing and inlet shape of an Eiffel type wind tunnel, as well as the transition from diffuser to fan in a rectangular tunnel can present design and construction obstacles. With the help of 3D printing, these shapes can be custom designed in CAD models and printed in the lab at very low cost. The undergraduate team at Loyola Marymount University has built a custom benchtop tunnel for gas turbine film cooling experiments. 3D printing is combined with conventional construction methods to build the tunnel. 3D printing is also used to build the custom tunnel floor and interchangeable experimental pieces for various experimental shapes. This simple and low-cost tunnel is a custom solution for specific engineering experiments for gas turbine technology research.

Build the co-creative enterprise.

PubMed

Ramaswamy, Venkat; Gouillart, Francis

2010-10-01

These days more companies are inviting customers to help them design products. Now a few are taking things further and including their other stakeholders--employees, suppliers, distributors, and even regulators--in "co-creation" efforts, too. By focusing on improving the experiences of everyone involved, such firms are achieving breakthrough insights, lower costs, new revenues, and new business models. Consider how this worked at France's La Poste, which wanted to expand package delivery and banking services in light of a decline in its mail business. La Poste had three obstacles: unmotivated union tellers, customers disgruntled by long waits, and frustrated local managers, who felt caught in between. The company set some high-level goals and invited all three groups to decide how to reach them together. To get tellers' buy-in, La Poste gave them a say in their schedules. In workshops, the groups figured out when each office should be open and how its space should be configured. a 50% decrease in waiting time, a jump in satisfaction for customers, soaring job satisfaction among tellers, and significant growth in package delivery and banking, despite the recession.

Enhanced ant colony optimization for inventory routing problem

NASA Astrophysics Data System (ADS)

Wong, Lily; Moin, Noor Hasnah

2015-10-01

The inventory routing problem (IRP) integrates and coordinates two important components of supply chain management which are transportation and inventory management. We consider a one-to-many IRP network for a finite planning horizon. The demand for each product is deterministic and time varying as well as a fleet of capacitated homogeneous vehicles, housed at a depot/warehouse, delivers the products from the warehouse to meet the demand specified by the customers in each period. The inventory holding cost is product specific and is incurred at the customer sites. The objective is to determine the amount of inventory and to construct a delivery routing that minimizes both the total transportation and inventory holding cost while ensuring each customer's demand is met over the planning horizon. The problem is formulated as a mixed integer programming problem and is solved using CPLEX 12.4 to get the lower and upper bound (best integer) for each instance considered. We propose an enhanced ant colony optimization (ACO) to solve the problem and the built route is improved by using local search. The computational experiments demonstrating the effectiveness of our approach is presented.

Custom-fit total knee arthroplasty: our initial experience with 30 knees.

PubMed

Bonicoli, Enrico; Andreani, Lorenzo; Parchi, Paolo; Piolanti, Nicola; Lisanti, Michele

2014-10-01

We report our initial experience of total knee arthroplasty (TKA) using customized cutting block technology in 30 TKAs from December 2010 to September 2012. Customized blocks were generated for each of the knees using preoperative magnetic resonance imaging of knee and long-leg weight-bearing radiographs. At 30 days, long-leg radiographs were obtained to evaluate the coronal alignment. Twenty-six of the 30 knees had a mechanical axis restored to within 3° of neutral. We conclude that this technology can be safely used in most of the cases of osteoarthritis.

Southwest Airlines: lessons in loyalty.

PubMed

D'Aurizio, Patricia

2008-01-01

Southwest Airlines continues to garner accolades in the areas of customer service, workforce management, and profitability. Since both the health care and airlines industries deal with a service rather than a product, the customer experience depends on the people who deliver that experience. Employees' commitment or "loyalty" to their customers, their employer, and their work translates into millions of dollars of revenue. What employee wants to work for "the worst employer in town?" Nine loyalty lessons from Southwest can be carried over to the health care setting for the benefit of employees and patients.

IT Solution to Improve the Permitting Process

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

Hammer, Mary

2013-02-14

Over the past decade Houston has taken significant strides to implement and promote sustainability. Currently the City of Houston’s Green Building Resource Center stands testament to the determination of city officials to make Houston truly green. Houston was named a Solar America City by the Department of Energy (DOE) in 2008 and is part of the Texas Solar Collaboration as part of the DOE Rooftop Challenge Grant. In that time, Houston has made significant progress in addressing the challenges associated with installing solar in the City. One of the challenges related to soft costs of solar are the time andmore » associated costs related to the permitting process. From 2000 to 2010, the Houston area has witnessed unprecedented growth, with the population increasing by nearly 700,000. The City of Houston is working to address the needs of this growing population, including building the new One-Stop Code and Permitting building. The Houston Permitting Center opened in June 2011. It combines the majority of the City of Houston's permitting and licensing into one place with a mission to help customers achieve their goals while complying with the City’s regulations. The stated mission “requires a continuous pursuit of improving the customer experience. Providing excellent service, streamlining business processes, implementing innovative technologies, and proactively engaging customers are all cornerstones of this philosophy.”« less

Improving Spectral Image Classification through Band-Ratio Optimization and Pixel Clustering

NASA Astrophysics Data System (ADS)

O'Neill, M.; Burt, C.; McKenna, I.; Kimblin, C.

2017-12-01

The Underground Nuclear Explosion Signatures Experiment (UNESE) seeks to characterize non-prompt observables from underground nuclear explosions (UNE). As part of this effort, we evaluated the ability of DigitalGlobe's WorldView-3 (WV3) to detect and map UNE signatures. WV3 is the current state-of-the-art, commercial, multispectral imaging satellite; however, it has relatively limited spectral and spatial resolutions. These limitations impede image classifiers from detecting targets that are spatially small and lack distinct spectral features. In order to improve classification results, we developed custom algorithms to reduce false positive rates while increasing true positive rates via a band-ratio optimization and pixel clustering front-end. The clusters resulting from these algorithms were processed with standard spectral image classifiers such as Mixture-Tuned Matched Filter (MTMF) and Adaptive Coherence Estimator (ACE). WV3 and AVIRIS data of Cuprite, Nevada, were used as a validation data set. These data were processed with a standard classification approach using MTMF and ACE algorithms. They were also processed using the custom front-end prior to the standard approach. A comparison of the results shows that the custom front-end significantly increases the true positive rate and decreases the false positive rate.This work was done by National Security Technologies, LLC, under Contract No. DE-AC52-06NA25946 with the U.S. Department of Energy. DOE/NV/25946-3283.

Integration of Experience API Into CDET’s E-Learning

DTIC Science & Technology

2016-06-01

based on customers ’ actual usage on a transaction basis. Value-based Penetration Pricing • Market segments where buyers have high price...they need to accomplish the course learning objectives (see Figure 6). This method allows each student to customize their own learning experiences ... EXPERIENCE API INTO CDET’S E- LEARNING by Clayton C. MacAloney June 2016 Thesis Advisor: Man-Tak Shing Co-Advisor: Arijit Das THIS PAGE

Effect of Custom-Molded Foot Orthoses on Foot Pain and Balance in Children With Symptomatic Flexible Flat Feet

PubMed Central

Lee, Hong-Jae; Lim, Kil-Byung; Yoo, JeeHyun; Yun, Hyun-Ju; Jeong, Tae-Ho

2015-01-01

Objective To evaluate the effect of custom-molded foot orthoses on foot pain and balance in children with symptomatic flexible flat foot 1 month and 3 months after fitting foot orthosis. Method A total of 24 children over 6 years old with flexible flat feet and foot pain for at least 6 months were recruited for this study. Their resting calcaneal stance position and calcaneal pitch angle were measured. Individual custom-molded rigid foot orthoses were prescribed using inverted orthotic technique to control foot overpronation. Pain questionnaire was used to obtain pain sites, degree, and frequency. Balancing ability was determined using computerized posturography. These evaluations were performed prior to custom-molded foot orthoses, 1 month, and 3 months after fitting foot orthoses. Result Of 24 children with symptomatic flexible flat feet recruited for this study, 20 completed the study. Significant (p<0.001) improvements in pain degree and frequency were noted after 1 and 3 months of custom-molded foot orthoses. In addition, significant (p<0.05) improvement in balancing ability was found after 3 months of custom-molded foot orthoses. Conclusion Short-term use of custom-molded foot orthoses significantly improved foot pain and balancing ability in children with symptomatic flexible flat foot. PMID:26798604

75 FR 55303 - Proposed Information Collection; Comment Request; Commercial Service Annual Customer Satisfaction...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-09-10

... Request; Commercial Service Annual Customer Satisfaction Survey AGENCY: International Trade Administration... assistance services. The CS uses an Annual Customer Satisfaction Survey to measure client's overall satisfaction with the full array of services and experiences they have had with the CS on an annual basis. The...

78 FR 30896 - Submission for OMB Review; Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2013-05-23

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

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.

A systematic study of posterior cervical lymph node irradiation with electrons: Conventional versus customized planning.

PubMed

Jankowska, Petra J; Kong, Christine; Burke, Kevin; Harrington, Kevin J; Nutting, Christopher

2007-10-01

High dose irradiation of the posterior cervical lymph nodes usually employs applied electron fields to treat the target volume and maintain the spinal cord dose within tolerance. In the light of recent advances in elective lymph node localisation we investigated optimization of field shape and electron energy to treat this target volume. In this study, three sequential hypotheses were tested. Firstly, that customization of the electron fields based on the nodal PTV outlined gives better PTV coverage than conventional field delineation. Using the consensus guidelines, customization of the electron field shape was compared to conventional fields based on bony landmarks. Secondly, that selection of electron energy using DVHs for spinal cord and PTV improves the minimum dose to PTV. Electron dose-volume histograms (DVHs) for the PTV, spinal cord and para-vertebral muscles, were generated using the Monte Carlo electron algorithm. These DVHs were used to compare standard vs optimized electron energy calculations. Finally, that combination of field customization and electron energy optimization improves both the minimum and mean doses to PTV compared with current standard practice. Customized electron beam shaping based on the consensus guidelines led to fewer geographical misses than standard field shaping. Customized electron energy calculation led to higher minimum doses to the PTV. Overall, the customization of field shape and energy resulted in an improved mean dose to the PTV (92% vs 83% p=0.02) and a 27% improvement in the minimum dose delivered to the PTV (45% vs 18% p=0.0009). Optimization of electron field shape and beam energy based on current consensus guidelines led to significant improvement in PTV coverage and may reduce recurrence rates.

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

DTIC Science & Technology

1988-04-01

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

Economy of Force: Continuous Process Improvement And The Air Service

DTIC Science & Technology

2017-06-01

a household goods move, viewed from the perspective of a customer when interacting with a service organization, assists in demonstrating this...improvement (CPI) as well. The components of a process that deliver a value-added effect to a consumer of the goods or services generated by the process...CPI is largely about the “voice of the customer ” and all organizations, service or production based, have customers and processes. There are value

Utilizing Lean Six Sigma Methodology to Improve the Authored Works Command Approval Process at Naval Medical Center San Diego.

PubMed

Valdez, Michelle M; Liwanag, Maureen; Mount, Charles; Rodriguez, Rechell; Avalos-Reyes, Elisea; Smith, Andrew; Collette, David; Starsiak, Michael; Green, Richard

2018-03-14

Inefficiencies in the command approval process for publications and/or presentations negatively impact DoD Graduate Medical Education (GME) residency programs' ability to meet ACGME scholarly activity requirements. A preliminary review of the authored works approval process at Naval Medical Center San Diego (NMCSD) disclosed significant inefficiency, variation in process, and a low level of customer satisfaction. In order to facilitate and encourage scholarly activity at NMCSD, and meet ACGME requirements, the Executive Steering Council (ESC) chartered an interprofessional team to lead a Lean Six Sigma (LSS) Rapid Improvement Event (RIE) project. Two major outcome metrics were identified: (1) the number of authored works submissions containing all required signatures and (2) customer satisfaction with the authored works process. Primary metric baseline data were gathered utilizing a Clinical Investigations database tracking publications and presentations. Secondary metric baseline data were collected via a customer satisfaction survey to GME faculty and residents. The project team analyzed pre-survey data and utilized LSS tools and methodology including a "gemba" (environment) walk, cause and effect diagram, critical to quality tree, voice of the customer, "muda" (waste) chart, and a pre- and post-event value stream map. The team selected an electronic submission system as the intervention most likely to positively impact the RIE project outcome measures. The number of authored works compliant with all required signatures improved from 52% to 100%. Customer satisfaction rated as "completely or mostly satisfied" improved from 24% to 97%. For both outcomes, signature compliance and customer satisfaction, statistical significance was achieved with a p < 0.0001. This RIE project utilized LSS methodology and tools to improve signature compliance and increase customer satisfaction with the authored works approval process, leading to 100% signature compliance, a comprehensive longitudinal repository of all authored work requests, and a 97% "completely or mostly satisfied" customer rating of the process.

Pharmacy Customers' Experiences With Electronic Prescriptions: Cross-Sectional Survey on Nationwide Implementation in Finland.

PubMed

Lämsä, Elina; Timonen, Johanna; Ahonen, Riitta

2018-02-23

One of the forerunners in electronic health, Finland has introduced electronic prescriptions (ePrescriptions) nationwide by law. This has led to significant changes for pharmacy customers. Despite the worldwide ambition to develop ePrescription services, there are few reports of nationally adopted systems and particularly on the experiences of pharmacy customers. The aim of this study was to investigate Finnish pharmacy customers' (1) experiences with purchasing medicines with ePrescriptions; (2) experiences with renewing ePrescriptions and acting on behalf of someone else at the pharmacy; (3) ways in which customers keep up to date with their ePrescriptions; and (4) overall satisfaction with ePrescriptions. Questionnaires were distributed to 2913 pharmacy customers aged ≥18 years purchasing prescription medicines for themselves with an ePrescription in 18 community pharmacies across Finland in autumn 2015. Customers' experiences were explored with 10 structured questions. The data were stored in SPSS for Windows and subjected to descriptive analysis, chi-square, Fisher exact, Kolmogorov-Smirnov, the Mann-Whitney U, and Kruskal-Wallis tests. Completed questionnaires were returned by 1288 customers, a response rate of 44.19% (1288/2913). The majority of the respondents did not encounter any problems during pharmacy visits (1161/1278, 90.85%) and were informed about the current status of their ePrescriptions after their medication was dispensed (1013/1276, 79.44%). Over half of the respondents had usually received a patient instruction sheet from their physician (752/1255, 59.92%), and nearly all of them regarded its content as clear (711/724, 98.2%). Half of the respondents had renewed their ePrescriptions through the pharmacy (645/1281, 50.35%), and one-third of them had acted on behalf of someone else with ePrescriptions (432/1280, 33.75%). Problems were rarely encountered in the renewal process (49/628, 7.8%) or when acting on behalf of another person (25/418, 6.0%) at the pharmacy. The most common way of keeping up to date with ePrescriptions was to ask at the pharmacy (631/1278, 49.37%). The vast majority of the respondents were satisfied with ePrescriptions as a whole (1221/1274, 95.84%). Finnish pharmacy customers are satisfied with the recently implemented nationwide ePrescription system. They seldom have any difficulties purchasing medicines, renewing their ePrescriptions, or acting on behalf of someone else at the pharmacy. Customers usually keep up to date with their ePrescriptions by asking at the pharmacy. However, some customers are unaware of the practices or have difficulty keeping up to date with the status of their ePrescriptions. The provision of relevant information and assistance by health care professionals is therefore required to promote customers' adoption of the ePrescription system. ©Elina Lämsä, Johanna Timonen, Riitta Ahonen. Originally published in the Journal of Medical Internet Research (http://www.jmir.org), 23.02.2018.

Process improvement by cycle time reduction through Lean Methodology

NASA Astrophysics Data System (ADS)

Siva, R.; patan, Mahamed naveed khan; lakshmi pavan kumar, Mane; Purusothaman, M.; pitchai, S. Antony; Jegathish, Y.

2017-05-01

In present world, every customer needs their products to get on time with good quality. Presently every industry is striving to satisfy their customer requirements. An aviation concern trying to accomplish continuous improvement in all its projects. In this project the maintenance service for the customer is analyzed. The maintenance part service is split up into four levels. Out of it, three levels are done in service shops and the fourth level falls under customer’s privilege to change the parts in their aircraft engines at their location. An enhancement for electronics initial provisioning (eIP) is done for fourth level. Customers request service shops to get their requirements through Recommended Spare Parts List (RSPL) by eIP. To complete this RSPL for one customer, it takes 61.5 hours as a cycle time which is very high. By mapping current state VSM and takt time, future state improvement can be done in order to reduce cycle time using Lean tools such as Poke-Yoke, Jidoka, 5S, Muda etc.,

[Quality assurance and quality improvement. Personal experiences and intentions].

PubMed

Roche, B G; Sommer, C

1995-01-01

In may 1994 we were selected by the surgical Swiss association to make a study about quality in USA. During our travel we visited 3 types of institutions: Hospitals, National Institute of standard and Technology, Industry, Johnson & Johnson. We appreciate to compare 2 types of quality programs: Quality Assurance (QA) and Continuous Quality Improvement (CQI). In traditional healthcare circles, QA is the process established to meet external regulatory requirements and to assure that patient care is consistent with established standards. In a modern quality terms, QA outside of healthcare means designing a product or service, as well as controlling its production, so well that quality is inevitable. The ideas of W. Edward Deming is that there is never improvement just by inspection. He developed a theory based on 14 principles. A productive work is accomplished through processes. Understanding the variability of processes is a key to improve quality. Quality management sees each person in an organisation as part of one or more processes. The job of every worker is to receive the work of others, add value to that work, and supply it to the next person in the process. This is called the triple role the workers as customer, processor, and supplier. The main source of quality defects is problems in the process. The old assumption is that quality fails when people do the right thing wrong; the new assumption is that, more often, quality failures arise when people do the wrong think right. Exhortation, incentives and discipline of workers are unlikely to improve quality. If quality is failing when people do their jobs as designed, then exhorting them to do better is managerial nonsense. Modern quality theory is customer focused. Customers are identified internally and externally. The modern approach to quality is thoroughly grounded in scientific and statistical thinking. Like in medicine, the symptom is a defect in quality. The therapist of process must perform diagnostic test, formulate hypotheses of cause, test those hypotheses, apply remedies, and assess the effect of remedies. Total employee involvement is critical. A power comes from enabling all employees to become involved in quality improvement. A great advantage of CQI is the prevention orientation of the concept. The CQI permeated a collegial approach, people learn how to work together to improve. CQI is a time consuming procedure. During our travel we learned the definition of quality as the customer satisfaction. To build a CQI concept in employed time but all employed are involved in quality improvement. Applying CQI we could be able to refuse Quality control programs.

Preintervention Analysis and Improvement of Customer Greeting in a Restaurant

ERIC Educational Resources Information Center

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

2005-01-01

We examined customer greeting by employees at one location of a sandwich restaurant chain. First, a preintervention analysis was conducted to determine the conditions under which greeting a customer within 3 s of his or her entry into the restaurant did and did not occur. Results suggested that an appropriate customer greeting was most likely to…

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

ERIC Educational Resources Information Center

Chae, Ho-Chang

2009-01-01

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

The art of customer service.

PubMed

Williams, Jeni

2007-10-01

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

How Does Target Know so Much about Its Customers? Utilizing Customer Analytics to Make Marketing Decisions

ERIC Educational Resources Information Center

Corrigan, Hope B.; Craciun, Georgiana; Powell, Allison M.

2014-01-01

Every time shoppers make a purchase at a store or browse a Web site, customer behavior is tracked, analyzed, and perhaps shared with other businesses. Target Corporation is a leader in analyzing vast amounts of data to identify buying patterns, improve customer satisfaction, predict future trends, select promotional strategies, and increase…

I've got a mobile phone too! Hard and soft assistive technology customization and supportive call centres for people with disability.

PubMed

Darcy, Simon; Green, Jenny; Maxwell, Hazel

2017-05-01

The purpose of this article is to examine the use of a mobile technology platform, software customization and technical support services by people with disability. The disability experience is framed through the participants' use of the technology, their social participation. A qualitative and interpretive research design was employed using a three-stage process of observation and semi-structured interviews of people with disability, a significant other and their service provider. Transcripts were analyzed to examine the research questions through the theoretical framework of PHAATE - Policy, Human, Activity, Assistance and Technology and Environment. The analysis revealed three emergent themes: 1. Engagement and activity; 2. Training, support and customization; and 3. Enablers, barriers and attitudes. The findings indicate that for the majority of users, the mobile technology increased the participants' communication and social participation. However, this was not true for all members of the pilot with variations due to disability type, support needs and availability of support services. Most participants, significant others and service providers identified improvements in confidence, security, safety and independence of those involved. Yet, the actions and attitudes of some of the significant others and service providers acted as a constraint to the adoption of the technology. Implications for Rehabilitation Customized mobile technology can operate as assistive technology providing a distinct benefit in terms of promoting disability citizenship. Mobile technology used in conjunction with a supportive call centre can lead to improvements in confidence, safety and independence for people experiencing disability. Training and support are critical in increasing independent use of mobile technology for people with disability. The enjoyment, development of skills and empowerment gained through the use of mobile technology facilitate the social inclusion of people with disability.

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

NASA Astrophysics Data System (ADS)

Dachyar, M.; Athory, E. S.

2015-06-01

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

Emergency department patient satisfaction: customer service training improves patient satisfaction and ratings of physician and nurse skill.

PubMed

Mayer, T A; Cates, R J; Mastorovich, M J; Royalty, D L

1998-01-01

Customer service initiatives in healthcare have become a popular way of attempting to improve patient satisfaction. This study investigates the effect of clinically focused customer service training on patient satisfaction in the setting of a 62,000-visit emergency department and level I trauma center. Analysis of patient complaints, patient compliments, and a statistically verified patient-satisfaction survey indicate that (1) all 14 key quality characteristics identified in the survey increased dramatically in the study period; (2) patient complaints decreased by over 70 percent from 2.6 per 1,000 emergency department (ED) visits to 0.6 per 1,000 ED visits following customer service training; and (3) patient compliments increased more than 100 percent from 1.1 per 1,000 ED visits to 2.3 per 1,000 ED visits. The most dramatic improvement in the patient satisfaction survey came in ratings of skill of the emergency physician, likelihood of returning, skill of the emergency department nurse, and overall satisfaction. These results show that clinically focused customer service training improves patient satisfaction and ratings of physician and nurse skill. They also suggest that such training may offer a substantial competitive market advantage, as well as improve the patients' perception of quality and outcome.

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

Results of the Software Process Improvement Efforts of the Early Adopters in NAVAIR 4.0

DTIC Science & Technology

2007-12-01

and customer satisfaction. AIRSpeed utilizes a structured, problem solving methodology called DMAIC (Define, Measure, Analyze, Improve, Control...widely used in business. DMAIC leads project teams through the logical steps from problem definition to problem resolution. Each phase has a specific set...costs and improving productivity and customer satisfaction. AIRSpeed utilizes the DMAIC (Define, Measure, Analyze, Improve, Control) structured problem

Evaluation of customer satisfaction level of different projects.

PubMed

Das, Nandini; Samanta, Niladri

2005-01-01

Customer satisfaction as the key element for success in business is a major concern for any industry. In this paper we propose a customer satisfaction index using principal component analysis for a software solution company. This index was used as an input to the marketing division to identify their potential customers from their past experience. Since this is a very common problem for any industry, the same approach can be used in similar situations.

Nature and determinants of customer expectations of service recovery in health care.

PubMed

Dasu, S; Rao, J

1999-01-01

Service recovery refers to the service provider's response to a dissatisfied customer. This article proposes a model of customer expectations of service recovery in health care services. The model discusses two types of service recovery expectations: will and should. An exploratory study indicates that industry reputation and personal experiences drive customers' "will-expectations" of service recovery while "should-expectations" can be explained via norm, fairness, social contract and hospitality theories.

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.

75 FR 24973 - United States v. Baker Hughes Inc., et al.

Federal Register 2010, 2011, 2012, 2013, 2014

2010-05-06

... the Gulf, leading them to bid less aggressively. As a result, customers will likely experience higher... raise the price of vessel stimulation services in the Gulf. This will cause customers to pay more for... which they often compete to be designated as a customer's primary supplier, as well as for specific jobs...

Rethinking Customer Service Training: A Curricular Solution to a Familiar Problem

ERIC Educational Resources Information Center

Epps, Sharon K.; Kidd, Judith; Negro, Toni; Sayles, Sheridan L.

2016-01-01

High-quality customer service is an important aim of the library experience. Its importance is evidenced by attention given to the topic in scholarly literature and academic conference proceedings. This article describes the challenging process of creating and delivering a blended customer service training curriculum to all library staff working…

Application of text mining for customer evaluations in commercial banking

NASA Astrophysics Data System (ADS)

Tan, Jing; Du, Xiaojiang; Hao, Pengpeng; Wang, Yanbo J.

2015-07-01

Nowadays customer attrition is increasingly serious in commercial banks. To combat this problem roundly, mining customer evaluation texts is as important as mining customer structured data. In order to extract hidden information from customer evaluations, Textual Feature Selection, Classification and Association Rule Mining are necessary techniques. This paper presents all three techniques by using Chinese Word Segmentation, C5.0 and Apriori, and a set of experiments were run based on a collection of real textual data that includes 823 customer evaluations taken from a Chinese commercial bank. Results, consequent solutions, some advice for the commercial bank are given in this paper.

First Year Experience: How We Can Better Assist First-Year International Students in Higher Education

ERIC Educational Resources Information Center

Yan, Zi; Sendall, Patricia

2016-01-01

While many American colleges and universities are providing a First Year Experience (FYE) course or program for their first year students, those programs are not often customized to take into account international students' (IS) unique challenges. Using quantitative and qualitative methods, this study evaluated a FYE course that was customized for…

Technology Counts 2011: K-12 Seeks Custom Fit--Schools Test Individualized Digital Learning

ERIC Educational Resources Information Center

Education Week, 2011

2011-01-01

A growing number of educators around the country are turning to technology and different teaching and learning approaches to give students personalized learning experiences that mirror the customized experiences they take for granted outside of school. To meet students' individual needs, they are putting in place 1-to-1 computing programs and…

Customer Orientation and Leadership in the Health Service Sector: The Role of Workplace Social Support

PubMed Central

Bruno, Andreina; Dell’Aversana, Giuseppina; Zunino, Anna

2017-01-01

Health care is a critical context due to unpredictable situations, demanding clients, workload, and intrinsic organizational complexity. One key to improve the quality of health services is connected to the shift in organization perspective of viewing patients as active consumers rather than passive users. Therefore, higher levels of customer orientation (CO) are expected to improve organizational service effectiveness. According to a cultural perspective to CO, the aim of the study was to explore how different leaders’ behaviors (task-oriented and relationship-oriented) interact with CO of health organizations. Specifically, the aim of the paper was to contribute to this topic, by considering the leaders’ point of view. Since leader’s experience of CO is influenced by social processes in the work environment, workplace social support (WSS) was inserted as moderator in the relationship between leader behavior and CO. A survey study was conducted among 57 Health Department directors belonging to the National Health Service in the North of Italy in 2016. Findings showed that WSS moderated the influence of leadership concern for relationship on CO. Practical implications of the study are discussed. PMID:29163297

Customer Orientation and Leadership in the Health Service Sector: The Role of Workplace Social Support.

PubMed

Bruno, Andreina; Dell'Aversana, Giuseppina; Zunino, Anna

2017-01-01

Health care is a critical context due to unpredictable situations, demanding clients, workload, and intrinsic organizational complexity. One key to improve the quality of health services is connected to the shift in organization perspective of viewing patients as active consumers rather than passive users. Therefore, higher levels of customer orientation (CO) are expected to improve organizational service effectiveness. According to a cultural perspective to CO, the aim of the study was to explore how different leaders' behaviors (task-oriented and relationship-oriented) interact with CO of health organizations. Specifically, the aim of the paper was to contribute to this topic, by considering the leaders' point of view. Since leader's experience of CO is influenced by social processes in the work environment, workplace social support (WSS) was inserted as moderator in the relationship between leader behavior and CO. A survey study was conducted among 57 Health Department directors belonging to the National Health Service in the North of Italy in 2016. Findings showed that WSS moderated the influence of leadership concern for relationship on CO. Practical implications of the study are discussed.

Custom-designed proteins as novel therapeutic tools? The case of arrestins

PubMed Central

Gurevich, Vsevolod V.; Gurevich, Eugenia V.

2010-01-01

Multiple genetic disorders can be associated with excessive signalling by mutant G-protein-coupled receptors (GPCRs) that are either constitutively active or have lost sites where phosphorylation by GPCR kinases is necessary for desensitisation by cognate arrestins. Phosphorylation-independent arrestin1 can compensate for defects in phosphorylation of the GPCR rhodopsin in retinal rod cells, facilitating recovery, improving light responsiveness, and promoting photoreceptor survival. These proof-of-principle experiments show that, based on mechanistic understanding of the inner workings of a protein, one can modify its functional characteristics to generate custom-designed mutants that improve the balance of signalling in congenital and acquired disorders. Manipulations of arrestin elements responsible for scaffolding mitogen-activated protein kinase cascades and binding other signalling proteins involved in life-or-death decisions in the cell are likely to yield mutants that affect cell survival and proliferation in the desired direction. Although this approach is still in its infancy, targeted redesign of individual functions of many proteins offers a promise of a completely new therapeutic toolbox with huge potential. PMID:20412604

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

ERIC Educational Resources Information Center

Vander Linde, Karen; And Others

1997-01-01

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

Recent "Ground Testing" Experiences in the National Full-Scale Aerodynamics Complex

NASA Technical Reports Server (NTRS)

Zell, Peter; Stich, Phil; Sverdrup, Jacobs; George, M. W. (Technical Monitor)

2002-01-01

The large test sections of the National Full-scale Aerodynamics Complex (NFAC) wind tunnels provide ideal controlled wind environments to test ground-based objects and vehicles. Though this facility was designed and provisioned primarily for aeronautical testing requirements, several experiments have been designed to utilize existing model mount structures to support "non-flying" systems. This presentation will discuss some of the ground-based testing capabilities of the facility and provide examples of groundbased tests conducted in the facility to date. It will also address some future work envisioned and solicit input from the SATA membership on ways to improve the service that NASA makes available to customers.

Quality and customer satisfaction: A case study in Brazil

NASA Astrophysics Data System (ADS)

Barcellos, Paulo Fernando Pinto

The dissertation deals with the case of CEEE-Companhia Estadual de Energia Eletrica, an electric power utility located in Rio Grande do Sul, the southernmost state of Brazil. Customer satisfaction with the services provided by CEEE is investigated within three groups of consumers: residential, commercial, and industrial. The purpose of the dissertation is to find answers to the following research questions: (1) What is service quality in public utilities, and particularly in an electric power company? (2) What service quality dimensions do customers want to be provided and favor the most? (3) How does the market measure service quality? (4) What should be done by companies, and particularly by an electric utility monopoly, to increase the performance of the rendered service? (5) How does this impact customer satisfaction, retention, and intention to recommend? and (6) How do we start a company-wide quality program provided that the resources are scarce and therefore priorities should be set forth? To investigate the posed questions, the study begins with an exploratory survey of CEEE's Board. The survey is followed by qualitative research of the three customer groups. After qualitative analysis of the data is concluded, questionnaires for the quantitative research, as well as hypothetical models, are developed. Dillman's "Total Design Method" is used to design the questionnaires. The basic ACSI (American Customer Satisfaction Model) is used to approach customer satisfaction. Data are processed by PLS (Partial Least Squares) which follows the procedure developed at the National Quality Research Center of the University of Michigan Business School. In summary, commercial customers are the most dissatisfied with the services provided by CEEE, while residential customers are the most satisfied. To improve quality, priority should be placed on commercial customers and include efforts to improve productivity gains throughout the company. Also, CEEE's image should be improved through a better communication process with the market and an intensive and extensive training of personnel. A special marketing campaign could help build a better image by explaining CEEE's goals to improve quality. Finally, a bottom line of satisfaction scores (as quality indicators) should be set for the entire company.

Loglines. September - October 2012

DTIC Science & Technology

2012-10-01

Improve Customer Service u Decrease Material Costs u Reduce Inventory Decrease Operational Costs u Achieve Audit Readiness LOGLINES DEFENSE...they provide to our military customers . Acquisitions professionals are working hand in hand with our industry partners and customers to develop...our warfighting customers . Every day I read the comments on the “Direct Channel” blog and am constantly impressed with the volume and scope of

AFMC Customer Satisfaction Study at the Air Logistics Centers

DTIC Science & Technology

2008-03-01

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

Challenges in New Service Development and Value Creation through Service

NASA Astrophysics Data System (ADS)

Edvardsson, Bo; Gustafsson, Anders; Enquist, Bo

Many companies are at a crossroad where they try to' stay competitive by creating customer value through service development. This combination produces the prerequisites that are necessary for favorable customer experiences. Our focus is not on issues directly related to the new service development process as such, which has often been the case in the service literature (Gupta and Wilemon 1990; Martin and Home 1993, Martin and Home 1995; Edvardsson et al., 1995, Edvardsson et al., 2000; John and Storey 1998; Scheuing and Johnson 1989; Kelly and Storey 2000). First we focus on challenges in the new business landscape where service competition, IT, and value creation through service, put pressure on companies and markets to develop service offerings preferredby demanding customers. Secondly, we focus on service value creation through favorable customer experiences.

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

PubMed Central

Niven, Karen

2015-01-01

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

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

PubMed

Niven, Karen

2015-03-01

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

Shared social responsibility: a field experiment in pay-what-you-want pricing and charitable giving.

PubMed

Gneezy, Ayelet; Gneezy, Uri; Nelson, Leif D; Brown, Amber

2010-07-16

A field experiment (N = 113,047 participants) manipulated two factors in the sale of souvenir photos. First, some customers saw a traditional fixed price, whereas others could pay what they wanted (including $0). Second, approximately half of the customers saw a variation in which half of the revenue went to charity. At a standard fixed price, the charitable component only slightly increased demand, as similar studies have also found. However, when participants could pay what they wanted, the same charitable component created a treatment that was substantially more profitable. Switching from corporate social responsibility to what we term shared social responsibility works in part because customized contributions allow customers to directly express social welfare concerns through the purchasing of material goods.

BioBlocks: Programming Protocols in Biology Made Easier.

PubMed

Gupta, Vishal; Irimia, Jesús; Pau, Iván; Rodríguez-Patón, Alfonso

2017-07-21

The methods to execute biological experiments are evolving. Affordable fluid handling robots and on-demand biology enterprises are making automating entire experiments a reality. Automation offers the benefit of high-throughput experimentation, rapid prototyping, and improved reproducibility of results. However, learning to automate and codify experiments is a difficult task as it requires programming expertise. Here, we present a web-based visual development environment called BioBlocks for describing experimental protocols in biology. It is based on Google's Blockly and Scratch, and requires little or no experience in computer programming to automate the execution of experiments. The experiments can be specified, saved, modified, and shared between multiple users in an easy manner. BioBlocks is open-source and can be customized to execute protocols on local robotic platforms or remotely, that is, in the cloud. It aims to serve as a de facto open standard for programming protocols in Biology.

The role of complaint management in the service recovery process.

PubMed

Bendall-Lyon, D; Powers, T L

2001-05-01

Patient satisfaction and retention can be influenced by the development of an effective service recovery program that can identify complaints and remedy failure points in the service system. Patient complaints provide organizations with an opportunity to resolve unsatisfactory situations and to track complaint data for quality improvement purposes. Service recovery is an important and effective customer retention tool. One way an organization can ensure repeat business is by developing a strong customer service program that includes service recovery as an essential component. The concept of service recovery involves the service provider taking responsive action to "recover" lost or dissatisfied customers and convert them into satisfied customers. Service recovery has proven to be cost-effective in other service industries. The complaint management process involves six steps that organizations can use to influence effective service recovery: (1) encourage complaints as a quality improvement tool; (2) establish a team of representatives to handle complaints; (3) resolve customer problems quickly and effectively; (4) develop a complaint database; (5) commit to identifying failure points in the service system; and (6) track trends and use information to improve service processes. Customer retention is enhanced when an organization can reclaim disgruntled patients through the development of effective service recovery programs. Health care organizations can become more customer oriented by taking advantage of the information provided by patient complaints, increasing patient satisfaction and retention in the process.

Automatic detection of service initiation signals used in bars

PubMed Central

Loth, Sebastian; Huth, Kerstin; De Ruiter, Jan P.

2013-01-01

Recognizing the intention of others is important in all social interactions, especially in the service domain. Enabling a bartending robot to serve customers is particularly challenging as the system has to recognize the social signals produced by customers and respond appropriately. Detecting whether a customer would like to order is essential for the service encounter to succeed. This detection is particularly challenging in a noisy environment with multiple customers. Thus, a bartending robot has to be able to distinguish between customers intending to order, chatting with friends or just passing by. In order to study which signals customers use to initiate a service interaction in a bar, we recorded real-life customer-staff interactions in several German bars. These recordings were used to generate initial hypotheses about the signals customers produce when bidding for the attention of bar staff. Two experiments using snapshots and short video sequences then tested the validity of these hypothesized candidate signals. The results revealed that bar staff responded to a set of two non-verbal signals: first, customers position themselves directly at the bar counter and, secondly, they look at a member of staff. Both signals were necessary and, when occurring together, sufficient. The participants also showed a strong agreement about when these cues occurred in the videos. Finally, a signal detection analysis revealed that ignoring a potential order is deemed worse than erroneously inviting customers to order. We conclude that (a) these two easily recognizable actions are sufficient for recognizing the intention of customers to initiate a service interaction, but other actions such as gestures and speech were not necessary, and (b) the use of reaction time experiments using natural materials is feasible and provides ecologically valid results. PMID:24009594

Customer relations data aids marketing efforts.

PubMed

Werronen, H J

1988-08-01

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

49 CFR 1180.10 - Service assurance plans.

Code of Federal Regulations, 2011 CFR

2011-10-01

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

49 CFR 1180.10 - Service assurance plans.

Code of Federal Regulations, 2013 CFR

2013-10-01

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

49 CFR 1180.10 - Service assurance plans.

Code of Federal Regulations, 2012 CFR

2012-10-01

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

49 CFR 1180.10 - Service assurance plans.

Code of Federal Regulations, 2010 CFR

2010-10-01

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

49 CFR 1180.10 - Service assurance plans.

Code of Federal Regulations, 2014 CFR

2014-10-01

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

Meeting the needs of customers with health CRM.

PubMed

Phillips, Jon; Panchal, Samir

2002-01-01

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

Historical data and analysis for the first five years of KSC STS payload processing

NASA Technical Reports Server (NTRS)

Ragusa, J. M.

1986-01-01

General and specific quantitative and qualitative results were identified from a study of actual operational experience while processing 186 science, applications, and commercial payloads for the first 5 years of Space Transportation System (STS) operations at the National Aeronautics and Space Administration's (NASA) John F. Kennedy Space Center (KSC). All non-Department of Defense payloads from STS-2 through STS-33 were part of the study. Historical data and cumulative program experiences from key personnel were used extensively. Emphasis was placed on various program planning and events that affected KSC processing, payload experiences and improvements, payload hardware condition after arrival, services to customers, and the impact of STS operations and delays. From these initial considerations, operational drivers were identified, data for selected processing parameters collected and analyzed, processing criteria and options determined, and STS payload results and conclusions reached. The study showed a significant reduction in time and effort needed by STS customers and KSC to process a wide variety of payload configurations. Also of significance is the fact that even the simplest payloads required more processing resources than were initially assumed. The success to date of payload integration, testing, and mission operations, however, indicates the soundness of the approach taken and the methods used.

Gaming Preferences of Aging Generations.

PubMed

Blocker, Kenneth A; Wright, Timothy J; Boot, Walter R

2014-01-01

Increasing evidence suggests that action digital game training can improve a variety of perceptual and cognitive abilities, including those that decline most with age. Unfortunately, previous work has found that older adults dislike these games and adherence may be poor for action game-based interventions. The focus of the current study was to better understand the types of games older adults are willing to play and explore predictors of game preference (e.g., gender, age, technology experience, personality). With this information action games might be modified or developed to maximize adherence and cognitive benefit. Older adults were administered a modified version of an existing game questionnaire and a custom game preference survey. Clear preferences were observed that were similar between participants with and without previous digital game experience (with puzzle and intellectually stimulating games being most interesting to older adults in our sample, and massively multiplayer online games and first-person shooters being least interesting). Personality, demographic, and technology experience variables were also collected. Interesting trends suggested the possibility that several demographic and personality variables might be predictive of game preference. Results have implications for future directions of research, designing games that would appeal to older adult audiences, and for how to design custom games to maximize intervention adherence based on individual difference characteristics.

Gaming Preferences of Aging Generations

PubMed Central

Blocker, Kenneth A.; Wright, Timothy J.; Boot, Walter R.

2017-01-01

Increasing evidence suggests that action digital game training can improve a variety of perceptual and cognitive abilities, including those that decline most with age. Unfortunately, previous work has found that older adults dislike these games and adherence may be poor for action game-based interventions. The focus of the current study was to better understand the types of games older adults are willing to play and explore predictors of game preference (e.g., gender, age, technology experience, personality). With this information action games might be modified or developed to maximize adherence and cognitive benefit. Older adults were administered a modified version of an existing game questionnaire and a custom game preference survey. Clear preferences were observed that were similar between participants with and without previous digital game experience (with puzzle and intellectually stimulating games being most interesting to older adults in our sample, and massively multiplayer online games and first-person shooters being least interesting). Personality, demographic, and technology experience variables were also collected. Interesting trends suggested the possibility that several demographic and personality variables might be predictive of game preference. Results have implications for future directions of research, designing games that would appeal to older adult audiences, and for how to design custom games to maximize intervention adherence based on individual difference characteristics. PMID:29033699

What matters to infrequent customers: a pragmatic approach to understanding perceived value and intention to revisit trendy coffee café.

PubMed

Ting, Hiram; Thurasamy, Ramayah

2016-01-01

Notwithstanding the rise of trendy coffee café, little is done to investigate revisit intention towards the café in the context of developing markets. In particular, there is a lack of study which provides theoretical and practical explanation to the perceptions and behaviours of infrequent customers. Hence, the study aims to look into the subject matter by using the theory of reasoned action and social exchange theory as the underpinning basis. The framework proposed by Pine and Gilmore (Strat Leadersh 28:18-23, 2000), which asserts the importance of product quality, service quality and experience quality in a progressive manner, is used to decompose perceived value in the model so as to determine their effects on intention to revisit the café. Given the importance to gain practical insights into revisit intention of infrequent customers, pragmatism stance is assumed. Explanatory sequential mixed-method design is thus adopted whereby qualitative approach is used to confirm and complement quantitative findings. Self-administered questionnaire-based survey is first administered before personal interview is carried out at various cafés. Partial least squares structural equation modelling and content analysis are appropriated successively. In the quantitative findings, although product quality, service quality and experience quality are found to have positive effect on perceived value and revisit intention towards trendy coffee café, experience quality is found to have the greater effect than the others among the infrequent customers. The qualitative findings not only confirm their importance, but most importantly explain the favourable impressions they have at trendy coffee café based on their last in-store experience. While product and service quality might not necessary stimulate them to revisit trendy coffee café, experience quality driven by purposes of visit would likely affect their intention to revisit. As retaining customers is of utmost importance to businesses, and infrequent customers more than often make up the majority of the customers, the study provides meaningful and practical understanding of revisit intention.

Are You Being Served? Designing the Customer Service Curriculum

ERIC Educational Resources Information Center

Ippoliti, Cinthya

2014-01-01

Customer service is a core component of user experience and an important element in making patrons feel welcomed and valued within our libraries. At the University of Maryland Libraries, we took on the challenging task of creating a customer service training curriculum for all staff working at public service points and offering a digital badge for…

Embracing a Customer Service Mindset: A Fresh Examination of Services for Distance Learners

ERIC Educational Resources Information Center

Steiner, Heidi

2013-01-01

Library literature and blogs frequently discuss customer service and user experience in physical libraries and Web sites, but little is said about this mentality toward services for distance learners specifically. This paper takes customer service best practices from well-known thinkers of the business world and makes connections to services for…

Applying Customer Dissatisfaction Measures to Schools: You Better Know What's Wrong before You Try To Fix It.

ERIC Educational Resources Information Center

Salisbury, David F.; Branson, Robert K.; Altreche, Wanda I.; Funk, Fanchon F.; Broetzmann, Scott M.

1997-01-01

Addresses the feasibility of applying customer-dissatisfaction measures to public schools. Presents a framework for a public education customer-satisfaction system, based on the author's previous experience in business and industry. A Florida survey showed that about one-third of parents and two-thirds of businesses were dissatisfied with the…

Custom-fit total knee arthroplasty: our initial experience in 32 knees.

PubMed

Bali, Kamal; Walker, Peter; Bruce, Warwick

2012-06-01

We share our initial experience of total knee arthroplasty (TKA) using customized cutting block technology in 32 TKAs from May 2010 to March 2011. Ten of these patients had prior TKA done on the other side using conventional or navigation-assisted TKA. Customized cutting blocks were generated for each of the knee using preoperative magnetic resonance imaging of knee and long-leg weight-bearing radiographs. At 6 weeks, long-leg radiographs were obtained to evaluate the coronal alignment. There were no adverse intraoperative events. Twenty-nine of the 32 knees had a mechanical axis restored to within 3°° of neutral. Of 10 patients with prior TKA without custom-fit technology, the mean blood loss and the mean skin-to-skin time was found to be lower in knees that had undergone custom-fit TKA. We conclude that this technology can be safely used in most of the cases of osteoarthritis. Copyright © 2012 Elsevier Inc. All rights reserved.

75 FR 51877 - Proposed Collection: Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2010-08-23

... Customer Satisfaction Survey. DATES: Written comments should be received on or before October 16, 2010, to... INFORMATION: Title: Voluntary Customer Satisfaction Survey to Implement Executive Order 12862. OMB Number: 1535-0122. Abstract: The information from the survey will be used to improve customer service. Current...

Custom E-Learning Experiences: Working with Profiles for Multiple Content Sources Access and Adaptation

ERIC Educational Resources Information Center

Ferretti, Stefano; Roccetti, Marco; Salomoni, Paola; Mirri, Silvia

2009-01-01

It is a common belief that the problem of extracting learners' profiles to be used for delivering custom learning experiences is a closed case. Yet, practical solutions do not completely cope with the complex issue of capturing all the features of users, especially those of heterogeneous learners, who may have special needs or characteristics…

Japanese style total quality control: A first hand experience

NASA Astrophysics Data System (ADS)

Cook, S. C.

1991-11-01

The scope, concepts and practices of Total Quality Control (TQC) as operated in Japan today are described. The following mechanisms and elements are introduced: policy deployment, cross functional management, small group activities, suggestion systems, standardization, the TQC promotion department, and TQC education. It is shown on a practical level, how TQC operates in the research and engineering divisions of the aeroengine and space operation at Ishikawajima Harima Industries in Japan. Japanese style TQC is a well developed, well promoted, well structured, common approach to achieving customer satisfaction through continuous improvements. Furthermore, TQC itself is being continuously improved with the Japanese still refining, extending, and developing TQC.

Predictive sensor method and apparatus

NASA Technical Reports Server (NTRS)

Cambridge, Vivien J.; Koger, Thomas L.

1993-01-01

A microprocessor and electronics package employing predictive methodology was developed to accelerate the response time of slowly responding hydrogen sensors. The system developed improved sensor response time from approximately 90 seconds to 8.5 seconds. The microprocessor works in real-time providing accurate hydrogen concentration corrected for fluctuations in sensor output resulting from changes in atmospheric pressure and temperature. Following the successful development of the hydrogen sensor system, the system and predictive methodology was adapted to a commercial medical thermometer probe. Results of the experiment indicate that, with some customization of hardware and software, response time improvements are possible for medical thermometers as well as other slowly responding sensors.

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

PubMed

Chung, Namho; Kwon, Soon Jae

2009-10-01

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

Improving customer service on the phone: a multidimensional effort with a big payback.

PubMed

Brown, Sally

2005-01-01

Telephone communications are the first line of contact for new patients and established patients who require ongoing care. They also represent one of many Achilles' heels for practices. Poor handling of phones can be inefficient and costly. This article outlines The Vancouver Clinic's experience in viewing the problems, identifying the issues, and resolving them with the minimum of expense and personnel disruption. It documents the marked lowering of call abandonment rates and the decrease in call-to-answer times.

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

PubMed

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

2016-01-01

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

Mental health and debt collection: a story of progress? Exploring changes in debt collectors' attitudes and practices when working with customers with mental health problems, 2010-2016.

PubMed

Evans, Jamie; Fitch, Christopher; Collard, Sharon; Henderson, Claire

2018-04-27

In recent years, the UK debt collection industry has taken steps to improve its policies and practices in relation to customers with mental health problems. Little data, however, have been collected to evidence change. This paper examines whether the reported attitudes and practices of debt collection staff when working with customers with mental health problems have changed between 2010 and 2016. This paper draws on descriptive and regression analyses of two cross-sectional surveys of debt collection staff: one conducted in 2010 and one conducted in 2016. All variables analysed show statistically significant changes between 2010 and 2016 indicative of improved reported attitudes and practices. While results suggest an improvement in attitudes and practice may have occurred between 2010 and 2016, research is required to understand this potential shift, its likely causes, and concrete impact on customers.

From People to Profits.

ERIC Educational Resources Information Center

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

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

Six Lessons We Learned Applying Six Sigma

NASA Technical Reports Server (NTRS)

Carroll, Napoleon; Casleton, Christa H.

2005-01-01

As Chief Financial Officer of Kennedy Space Center (KSC), I'm not only responsible for financial planning and accounting but also for building strong partnerships with the CFO customers, who include Space Shuttle and International Space Station operations as well all who manage the KSC Spaceport. My never ending goal is to design, manage and continuously improve our core business processes so that they deliver world class products and services to the CFO's customers. I became interested in Six Sigma as Christa Casleton (KSC's first Six Sigma Black belt) applied Six Sigma tools and methods to our Plan and Account for Travel Costs Process. Her analysis was fresh, innovative and thorough but, even more impressive, was her approach to ensure ongoing, continuous process improvement. Encouraged by the results, I launched two more process improvement initiatives aimed at applying Six Sigma principles to CFO processes that not only touch most of my employees but also have direct customer impact. As many of you know, Six Sigma is a measurement scale that compares the output of a process with customer requirements. That's straight forward, but demands that you not only understand your processes but also know your products and the critical customer requirements. The objective is to isolate and eliminate the causes of process variation so that the customer sees consistently high quality.

Putting patients first: a novel patient-centered model for medical enterprise success.

PubMed

Dhawan, Naveen

2014-01-01

This article introduces a new way of viewing patient-customers. It encourages a greater emphasis on patients' needs and the importance of considering dimensions of the patient experience to better serve them. It also draws from examples in the general business world as they can be applied to medical enterprises. The author introduces a model that directs all business activities toward the end consumer with an underlying guidance by patient needs. A business is advised to understand its customer, design a patient-directed vision, and focus on creating a unique customer experience. The article delineates key action items for physicians and administrators that will allow them to better meet their patient-customers' needs and develop loyalty. By practicing a patient-centered approach and following these guidelines, one may ensure greater success of the medical enterprise.

Market opportunity assessment for the Eastern Shore short line rail in Maryland with a focus on potential new customers : research summary.

DOT National Transportation Integrated Search

2016-01-01

The purpose of this study was to examine the market feasibility of improved short line rail service on Marylands Eastern Shore and to explore the potential of an improved short line to attract additional businesses as new customers.

Towards Simpler Custom and OpenSearch Services for Voluminous NEWS Merged A-Train Data (Invited)

NASA Astrophysics Data System (ADS)

Hua, H.; Fetzer, E.; Braverman, A. J.; Lewis, S.; Henderson, M. L.; Guillaume, A.; Lee, S.; de La Torre Juarez, M.; Dang, H. T.

2010-12-01

To simplify access to large and complex satellite data sets for climate analysis and model verification, we developed web services that is used to study long-term and global-scale trends in climate, water and energy cycle, and weather variability. A related NASA Energy and Water Cycle Study (NEWS) task has created a merged NEWS Level 2 data from multiple instruments in NASA’s A-Train constellation of satellites. We used this data to enable creation of climatologies that include correlation between observed temperature, water vapor and cloud properties from the A-Train sensors. Instead of imposing on the user an often rigid and limiting web-based analysis environment, we recognize the need for simple and well-designed services so that users can perform analysis in their own familiar computing environments. Custom on-demand services were developed to improve data accessibility of voluminous multi-sensor data. Services enabling geospatial, geographical, and multi-sensor parameter subsets of the data, as well a custom time-averaged Level 3 service will be presented. We will also show how a Level 3Q data reduction approach can be used to help “browse” the voluminous multi-sensor Level 2 data. An OpenSearch capability with full text + space + time search of data products will also be presented as an approach to facilitated interoperability with other data systems. We will present our experiences for improving user usability as well as strategies for facilitating interoperability with other data systems.

A three-model comparison of the relationship between quality, satisfaction and loyalty: an empirical study of the Chinese healthcare system

PubMed Central

2012-01-01

Background Previous research has addressed the relationship between customer satisfaction, perceived quality and customer loyalty intentions in consumer markets. In this study, we test and compare three theoretical models of the quality–satisfaction–loyalty relationship in the Chinese healthcare system. Methods This research focuses on hospital patients as participants in the process of healthcare procurement. Empirical data were obtained from six Chinese public hospitals in Shanghai. A total of 630 questionnaires were collected in two studies. Study 1 tested the research instruments, and Study 2 tested the three models. Confirmatory factor analysis was used to assess the scales’ construct validity by testing convergent and discriminant validity. A structural equation model (SEM) specified the distinctions between each construct. A comparison of the three theoretical models was conducted via AMOS analysis. Results The results of the SEM demonstrate that quality and satisfaction are distinct concepts and that the first model (satisfaction mediates quality and loyalty) is the most appropriate one in the context of the Chinese healthcare environment. Conclusions In this study, we test and compare three theoretical models of the quality–satisfaction–loyalty relationship in the Chinese healthcare system. Findings show that perceived quality improvement does not lead directly to customer loyalty. The strategy of using quality improvement to maintain patient loyalty depends on the level of patient satisfaction. This implies that the measurement of patient experiences should include topics of importance for patients’ satisfaction with health care services. PMID:23198824

A three-model comparison of the relationship between quality, satisfaction and loyalty: an empirical study of the Chinese healthcare system.

PubMed

Lei, Ping; Jolibert, Alain

2012-11-30

Previous research has addressed the relationship between customer satisfaction, perceived quality and customer loyalty intentions in consumer markets. In this study, we test and compare three theoretical models of the quality-satisfaction-loyalty relationship in the Chinese healthcare system. This research focuses on hospital patients as participants in the process of healthcare procurement. Empirical data were obtained from six Chinese public hospitals in Shanghai. A total of 630 questionnaires were collected in two studies. Study 1 tested the research instruments, and Study 2 tested the three models. Confirmatory factor analysis was used to assess the scales' construct validity by testing convergent and discriminant validity. A structural equation model (SEM) specified the distinctions between each construct. A comparison of the three theoretical models was conducted via AMOS analysis. The results of the SEM demonstrate that quality and satisfaction are distinct concepts and that the first model (satisfaction mediates quality and loyalty) is the most appropriate one in the context of the Chinese healthcare environment. In this study, we test and compare three theoretical models of the quality-satisfaction-loyalty relationship in the Chinese healthcare system. Findings show that perceived quality improvement does not lead directly to customer loyalty. The strategy of using quality improvement to maintain patient loyalty depends on the level of patient satisfaction. This implies that the measurement of patient experiences should include topics of importance for patients' satisfaction with health care services.

EClerize: A customized force-directed graph drawing algorithm for biological graphs with EC attributes.

PubMed

Danaci, Hasan Fehmi; Cetin-Atalay, Rengul; Atalay, Volkan

2018-03-26

Visualizing large-scale data produced by the high throughput experiments as a biological graph leads to better understanding and analysis. This study describes a customized force-directed layout algorithm, EClerize, for biological graphs that represent pathways in which the nodes are associated with Enzyme Commission (EC) attributes. The nodes with the same EC class numbers are treated as members of the same cluster. Positions of nodes are then determined based on both the biological similarity and the connection structure. EClerize minimizes the intra-cluster distance, that is the distance between the nodes of the same EC cluster and maximizes the inter-cluster distance, that is the distance between two distinct EC clusters. EClerize is tested on a number of biological pathways and the improvement brought in is presented with respect to the original algorithm. EClerize is available as a plug-in to cytoscape ( http://apps.cytoscape.org/apps/eclerize ).

Predictive modeling for corrective maintenance of imaging devices from machine logs.

PubMed

Patil, Ravindra B; Patil, Meru A; Ravi, Vidya; Naik, Sarif

2017-07-01

In the cost sensitive healthcare industry, an unplanned downtime of diagnostic and therapy imaging devices can be a burden on the financials of both the hospitals as well as the original equipment manufacturers (OEMs). In the current era of connectivity, it is easier to get these devices connected to a standard monitoring station. Once the system is connected, OEMs can monitor the health of these devices remotely and take corrective actions by providing preventive maintenance thereby avoiding major unplanned downtime. In this article, we present an overall methodology of predicting failure of these devices well before customer experiences it. We use data-driven approach based on machine learning to predict failures in turn resulting in reduced machine downtime, improved customer satisfaction and cost savings for the OEMs. One of the use-case of predicting component failure of PHILIPS iXR system is explained in this article.

Energy Value Housing Award Guide: How to Build and Profit with Energy Efficiency in New Home Construction

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

Sikora, J. L.

2001-06-01

As concern over the environment grows, builders have the potential to fulfill a market niche by building homes that use fewer resources and have lower environmental impact than conventional construction. Builders can increase their marketability and customer satisfaction and, at the same time, reduce the environmental impact of their homes. However, it takes dedication to build environmentally sound homes along with a solid marketing approach to ensure that customers recognize the added value of energy and resource efficiency. This guide is intended for builders seeking suggestions on how to improve energy and resource efficiency in their new homes. It ismore » a compilation of ideas and concepts for designing, building, and marketing energy- and resource-efficient homes based on the experience of recipients of the national Energy Value Housing Award (EVHA).« less

Trust Model to Enhance Security and Interoperability of Cloud Environment

NASA Astrophysics Data System (ADS)

Li, Wenjuan; Ping, Lingdi

Trust is one of the most important means to improve security and enable interoperability of current heterogeneous independent cloud platforms. This paper first analyzed several trust models used in large and distributed environment and then introduced a novel cloud trust model to solve security issues in cross-clouds environment in which cloud customer can choose different providers' services and resources in heterogeneous domains can cooperate. The model is domain-based. It divides one cloud provider's resource nodes into the same domain and sets trust agent. It distinguishes two different roles cloud customer and cloud server and designs different strategies for them. In our model, trust recommendation is treated as one type of cloud services just like computation or storage. The model achieves both identity authentication and behavior authentication. The results of emulation experiments show that the proposed model can efficiently and safely construct trust relationship in cross-clouds environment.

An application framework of three-dimensional reconstruction and measurement for endodontic research.

PubMed

Gao, Yuan; Peters, Ove A; Wu, Hongkun; Zhou, Xuedong

2009-02-01

The purpose of this study was to customize an application framework by using the MeVisLab image processing and visualization platform for three-dimensional reconstruction and assessment of tooth and root canal morphology. One maxillary first molar was scanned before and after preparation with ProTaper by using micro-computed tomography. With a customized application framework based on MeVisLab, internal and external anatomy was reconstructed. Furthermore, the dimensions of root canal and radicular dentin were quantified, and effects of canal preparation were assessed. Finally, a virtual preparation with risk analysis was performed to simulate the removal of a broken instrument. This application framework provided an economical platform and met current requirements of endodontic research. The broad-based use of high-quality free software and the resulting exchange of experience might help to improve the quality of endodontic research with micro-computed tomography.

Patient, staff and physician satisfaction: a new model, instrument and their implications.

PubMed

York, Anne S; McCarthy, Kim A

2011-01-01

Customer satisfaction's importance is well-documented in the marketing literature and is rapidly gaining wide acceptance in the healthcare industry. The purpose of this paper is to introduce a new customer-satisfaction measuring method - Reichheld's ultimate question - and compare it with traditional techniques using data gathered from four healthcare clinics. A new survey method, called the ultimate question, was used to collect patient satisfaction data. It was subsequently compared with the data collected via an existing method. Findings suggest that the ultimate question provides similar ratings to existing models at lower costs. A relatively small sample size may affect the generalizability of the results; it is also possible that potential spill-over effects exist owing to two patient satisfaction surveys administered at the same time. This new ultimate question method greatly improves the process and ease with which hospital or clinic administrators are able to collect patient (as well as staff and physician) satisfaction data in healthcare settings. Also, the feedback gained from this method is actionable and can be used to make strategic improvements that will impact business and ultimately increase profitability. The paper's real value is pinpointing specific quality improvement areas based not just on patient ratings but also physician and staff satisfaction, which often underlie patients' clinical experiences.

Running Head: Improving Pharmacy Customer Satisfaction

DTIC Science & Technology

2006-06-29

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

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

DTIC Science & Technology

1991-12-01

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

The VISPA internet platform for outreach, education and scientific research in various experiments

NASA Astrophysics Data System (ADS)

van Asseldonk, D.; Erdmann, M.; Fischer, B.; Fischer, R.; Glaser, C.; Heidemann, F.; Müller, G.; Quast, T.; Rieger, M.; Urban, M.; Welling, C.

2015-12-01

VISPA provides a graphical front-end to computing infrastructures giving its users all functionality needed for working conditions comparable to a personal computer. It is a framework that can be extended with custom applications to support individual needs, e.g. graphical interfaces for experiment-specific software. By design, VISPA serves as a multipurpose platform for many disciplines and experiments as demonstrated in the following different use-cases. A GUI to the analysis framework OFFLINE of the Pierre Auger collaboration, submission and monitoring of computing jobs, university teaching of hundreds of students, and outreach activity, especially in CERN's open data initiative. Serving heterogeneous user groups and applications gave us lots of experience. This helps us in maturing the system, i.e. improving the robustness and responsiveness, and the interplay of the components. Among the lessons learned are the choice of a file system, the implementation of websockets, efficient load balancing, and the fine-tuning of existing technologies like the RPC over SSH. We present in detail the improved server setup and report on the performance, the user acceptance and the realized applications of the system.

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

Code of Federal Regulations, 2010 CFR

2010-04-01

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

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

PubMed

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

2015-06-25

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

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

PubMed Central

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

2016-01-01

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

The Applied Meteorology Unit: Nineteen Years Successfully Transitioning Research into Operations for America's Space Program

NASA Technical Reports Server (NTRS)

Madura, John T.; Bauman, William H.; Merceret, Francis J.; Roeder, William P.; Brody, Frank C.; Hagemeyer, Bartlett C.

2010-01-01

The Applied Meteorology Unit (AMU) provides technology transition and technique development to improve operational weather support to the Space Shuttle and the entire American space program. The AMU is funded and managed by NASA and operated by a contractor that provides five meteorologists with a diverse mix of advanced degrees, operational experience, and associated skills including data processing, statistics, and the development of graphical user interfaces. The AMU's primary customers are the U.S. Air Force 45th Weather Squadron at Patrick Air Force Base, the National Weather Service Spaceflight Meteorology Group at NASA Johnson Space Center, and the National Weather Service Melbourne FL Forecast Office. The AMU has transitioned research into operations for nineteen years and worked on a wide range of topics, including new forecasting techniques for lightning probability, synoptic peak winds,.convective winds, and summer severe weather; satellite tools to predict anvil cloud trajectories and evaluate camera line of sight for Space Shuttle launch; optimized radar scan strategies; evaluated and implemented local numerical models; evaluated weather sensors; and many more. The AMU has completed 113 projects with 5 more scheduled to be completed by the end of 2010. During this rich history, the AMU and its customers have learned many lessons on how to effectively transition research into operations. Some of these lessons learned include collocating with the operational customer and periodically visiting geographically separated customers, operator submitted projects, consensus tasking process, use of operator primary advocates for each project, customer AMU liaisons with experience in both operations and research, flexibility in adapting the project plan based on lessons learned during the project, and incorporating training and other transition assistance into the project plans. Operator involvement has been critical to the AMU's remarkable success and many awards from NASA, the National Weather Association, and two citations from the Navy's Center of Excellence for Best Manufacturing Practices. This paper will present the AMU's proven methods and explain how they may be applied by other organizations to effectively transition research into operations.

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

PubMed

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

2016-01-01

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

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

PubMed

MacStravic, R S

1989-05-01

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

Developing World-Class Customer Service at Navy Field Contracting Activities: An Assessment of the FISC San Diego Regional Contracts Department.

DTIC Science & Technology

1997-06-01

service quality benchmark is determined and then applied to HSC San Diego Regional Contracts Department to assess service ability and identify areas for possible improvement. This assessment process highlights the recent emphasis on improved service quality both in the Federal Government and the private sector. The thesis defines world-class customer service and then describes various aspects of service quality including the customer’s perspective on service, how service is delivered, how to effectively communicate with the

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

PubMed

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

2015-01-01

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

Customizing the JPL Multimission Ground Data System: Lessons learned

NASA Technical Reports Server (NTRS)

Murphy, Susan C.; Louie, John J.; Guerrero, Ana Maria; Hurley, Daniel; Flora-Adams, Dana

1994-01-01

The Multimission Ground Data System (MGDS) at NASA's Jet Propulsion Laboratory has brought improvements and new technologies to mission operations. It was designed as a generic data system to meet the needs of multiple missions and avoid re-inventing capabilities for each new mission and thus reduce costs. It is based on adaptable tools that can be customized to support different missions and operations scenarios. The MGDS is based on a distributed client/server architecture, with powerful Unix workstations, incorporating standards and open system architectures. The distributed architecture allows remote operations and user science data exchange, while also providing capabilities for centralized ground system monitor and control. The MGDS has proved its capabilities in supporting multiple large-class missions simultaneously, including the Voyager, Galileo, Magellan, Ulysses, and Mars Observer missions. The Operations Engineering Lab (OEL) at JPL has been leading Customer Adaptation Training (CAT) teams for adapting and customizing MGDS for the various operations and engineering teams. These CAT teams have typically consisted of only a few engineers who are familiar with operations and with the MGDS software and architecture. Our experience has provided a unique opportunity to work directly with the spacecraft and instrument operations teams and understand their requirements and how the MGDS can be adapted and customized to minimize their operations costs. As part of this work, we have developed workstation configurations, automation tools, and integrated user interfaces at minimal cost that have significantly improved productivity. We have also proved that these customized data systems are most successful if they are focused on the people and the tasks they perform and if they are based upon user confidence in the development team resulting from daily interactions. This paper will describe lessons learned in adapting JPL's MGDS to fly the Voyager, Galileo, and Mars Observer missions. We will explain how powerful, existing ground data systems can be adapted and packaged in a cost effective way for operations of small and large planetary missions. We will also describe how the MGDS was adapted to support operations within the Galileo Spacecraft Testbed. The Galileo testbed provided a unique opportunity to adapt MGDS to support command and control operations for a small autonomous operations team of a handful of engineers flying the Galileo Spacecraft flight system model.

Semantic Enhancement for Enterprise Data Management

NASA Astrophysics Data System (ADS)

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

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

Application of Gray Relational Analysis Method in Comprehensive Evaluation on the Customer Satisfaction of Automobile 4S Enterprises

NASA Astrophysics Data System (ADS)

Cenglin, Yao

The car sales enterprises could continuously boost sales and expand customer groups, an important method is to enhance the customer satisfaction. The customer satisfaction of car sales enterprises (4S enterprises) depends on many factors. By using the grey relational analysis method, we could perfectly combine various factors in terms of customer satisfaction. And through the vertical contrast, car sales enterprises could find specific factors which will improve customer satisfaction, thereby increase sales volume and benefits. Gray relational analysis method has become a kind of good method and means to analyze and evaluate the enterprises.

A proof-of-concept study for measuring gait speed, steadiness, and dynamic balance under various footwear conditions outside of the gait laboratory.

PubMed

Wrobel, James S; Edgar, Sarah; Cozzetto, Dana; Maskill, James; Peterson, Paul; Najafi, Bijan

2010-01-01

This pilot study examined the effect of custom and prefabricated foot orthoses on self-selected walking speed, walking speed variability, and dynamic balance in the mediolateral direction. The gait of four healthy participants was analyzed with a body-worn sensor system across a distance of at least 30 m outside of the gait laboratory. Participants walked at their habitual speed in four conditions: barefoot, regular shoes, prefabricated foot orthoses, and custom foot orthoses. In the custom foot orthoses condition, gait speed was improved on average 13.5% over the barefoot condition and 9.8% over the regular shoe condition. The mediolateral range of motion of center of mass was reduced 55% and 56% compared with the shoes alone and prefabricated foot orthoses conditions, respectively. This may suggest better gait efficiency and lower energy cost with custom foot orthoses. This tendency remained after normalizing center of mass by gait speed, suggesting that irrespective of gait speed, custom foot orthoses improve center of mass motion in the mediolateral direction compared with other footwear conditions. Gait intercycle variability, measured by intercycle coefficient of variation of gait speed, was decreased on average by 25% and 19% compared with the barefoot and shoes-alone conditions, respectively. The decrease in gait unsteadiness after wearing custom foot orthoses may suggest improved proprioception from the increased contact area of custom foot orthoses versus the barefoot condition. These findings may open new avenues for objective assessment of the impact of prescribed footwear on dynamic balance and spatiotemporal parameters of gait and assess gait adaptation after use of custom foot orthoses.

Predictive Systems for Customer Interactions

NASA Astrophysics Data System (ADS)

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

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

78 FR 13157 - Recruitment Notice for the Taxpayer Advocacy Panel

Federal Register 2010, 2011, 2012, 2013, 2014

2013-02-26

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

Continuous Improvement in Business Education: Insights from the For-Profit Sector and Business School Deans.

ERIC Educational Resources Information Center

Bailey, Allan R.; Chow, Chee W.; Hadad, Kamal M.

1999-01-01

The balanced scorecard, a customer-based continuous improvement system, can be applied to business schools. Business deans (n=38) suggested goals and measures for a customer perspective, including such factors as stakeholders, program and service quality, public image, teaching/learning excellence, curriculum excellence, fund raising, and human…

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

PubMed

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

2017-06-01

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

A multilevel modeling approach to examining individual differences in skill acquisition for a computer-based task.

PubMed

Nair, Sankaran N; Czaja, Sara J; Sharit, Joseph

2007-06-01

This article explores the role of age, cognitive abilities, prior experience, and knowledge in skill acquisition for a computer-based simulated customer service task. Fifty-two participants aged 50-80 performed the task over 4 consecutive days following training. They also completed a battery that assessed prior computer experience and cognitive abilities. The data indicated that overall quality and efficiency of performance improved with practice. The predictors of initial level of performance and rate of change in performance varied according to the performance parameter assessed. Age and fluid intelligence predicted initial level and rate of improvement in overall quality, whereas crystallized intelligence and age predicted initial e-mail processing time, and crystallized intelligence predicted rate of change in e-mail processing time over days. We discuss the implications of these findings for the design of intervention strategies.

The design of a fast Level 1 Track trigger for the ATLAS High Luminosity Upgrade

NASA Astrophysics Data System (ADS)

Miller Allbrooke, Benedict Marc; ATLAS Collaboration

2017-10-01

The ATLAS experiment at the high-luminosity LHC will face a five-fold increase in the number of interactions per collision relative to the ongoing Run 2. This will require a proportional improvement in rejection power at the earliest levels of the detector trigger system, while preserving good signal efficiency, due to the increase in the likelihood of individual trigger thresholds being passed as a result of pile-up related activity. One critical aspect of this improvement will be the implementation of precise track reconstruction, through which sharper turn-on curves, b-tagging and tau-tagging techniques can in principle be implemented. The challenge of such a project comes in the development of a fast, precise custom electronic device integrated in the hardware-based first trigger level of the experiment, with repercussions propagating as far as the detector read-out philosophy.

Customized acrylic implants for reconstruction of extensive skull defects: an exception approach for selected patients.

PubMed

Silva, Rafael Denadai Pigozzi DA; Raposo-Amaral, Cesar Augusto; Guidi, Marcelo Campos; Raposo-Amaral, Cassio Eduardo; Buzzo, Celso Luiz

2017-01-01

to present our experience in the surgical treatment of extensive skullcap defects with customized acrylic implants. we conducted a retrospective analysis of patients with extensive skull defects undergoing acrylic cranioplasties between 2004 and 2013. We carefully selected all patients and classified surgical results based on three scales (craniofacial esthetics, improvement of facial symmetry and need for additional surgery). fifteen patients underwent cranioplasty with intraoperative acrylic implants, whether manually customized (46.67%) or made with prototyped three-dimensional biomodels (53.33%). There were two (13.33%) complications (one infection with implant withdrawal and one seroma). We considered the craniofacial aesthetics excellent (50%), the degree of improvement of craniofacial symmetry satisfactory (57.14%), and the overall mean of surgical results according to the need for new surgeries was 1.5±0.52. cranioplasties of patients with extensive skullcap defects should obey careful and predetermined criteria, both for selection and for the acrylic implant customization method. apresentar nossa experiência no tratamento cirúrgico dos defeitos extensos da calota craniana com implantes de acrílico customizados. análise retrospectiva de pacientes com defeitos extensos da calota craniana submetidos à cranioplastias com acrílico entre 2004 e 2013. Todos os pacientes foram criteriosamente selecionados e os resultados cirúrgicos foram classificados com base em três escalas (estética craniofacial, melhora da simetria facial e necessidade de cirurgia adicional). Quinze pacientes foram submetidos à cranioplastia com implantes de acrílico customizados manualmente no intraoperatório (46,67%) e confeccionados com base em biomodelos tridimensionais prototipados (53,33%). Mesmo respeitando critérios de seleção, houve duas (13,33%) complicações (infecção com retirada do implante e seroma). A estética craniofacial foi considerada excelente (50%), o grau de melhora da simetria craniofacial foi considerado satisfatório (57,14%) e a média global dos resultados cirúrgicos de acordo com a necessidade de novas cirurgias foi 1,5±0,52. as cranioplastias dos pacientes com defeitos da calota craniana extensos devem ser criteriosamente indicadas, obedecendo a critérios pré-determinados de seleção dos pacientes, bem como, do método de customização do implante de acrílico.

Improving the Accessibility of Mobile OCR Apps Via Interactive Modalities.

PubMed

Cutter, Michael; Manduchi, Roberto

2017-10-01

Mobile optical character recognition (OCR) apps have come of age. Many blind individuals use them on a daily basis. The usability of such tools, however, is limited by the requirement that a good picture of the text to be read must be taken, something that is difficult to do without sight. Some mobile OCR apps already implement auto-shot and guidance mechanisms to facilitate this task. In this paper, we describe two experiments with blind participants, who tested these two interactive mechanisms on a customized iPhone implementation. These experiments bring to light a number of interesting aspects of accessing a printed document without sight, and enable a comparative analysis of the available interaction modalities.

Improving the Accessibility of Mobile OCR Apps Via Interactive Modalities

PubMed Central

Cutter, Michael; Manduchi, Roberto

2017-01-01

Mobile optical character recognition (OCR) apps have come of age. Many blind individuals use them on a daily basis. The usability of such tools, however, is limited by the requirement that a good picture of the text to be read must be taken, something that is difficult to do without sight. Some mobile OCR apps already implement auto-shot and guidance mechanisms to facilitate this task. In this paper, we describe two experiments with blind participants, who tested these two interactive mechanisms on a customized iPhone implementation. These experiments bring to light a number of interesting aspects of accessing a printed document without sight, and enable a comparative analysis of the available interaction modalities. PMID:29270243

Enhancing the Performance of Passive Teleoperation Systems via Cutaneous Feedback.

PubMed

Pacchierotti, Claudio; Tirmizi, Asad; Bianchini, Gianni; Prattichizzo, Domenico

2015-01-01

We introduce a novel method to improve the performance of passive teleoperation systems with force reflection. It consists of integrating kinesthetic haptic feedback provided by common grounded haptic interfaces with cutaneous haptic feedback. The proposed approach can be used on top of any time-domain control technique that ensures a stable interaction by scaling down kinesthetic feedback when this is required to satisfy stability conditions (e.g., passivity) at the expense of transparency. Performance is recovered by providing a suitable amount of cutaneous force through custom wearable cutaneous devices. The viability of the proposed approach is demonstrated through an experiment of perceived stiffness and an experiment of teleoperated needle insertion in soft tissue.

Customized role play: strategy for development of psychiatric mental health nurse practitioner competencies.

PubMed

Hubbard, Grace B

2014-04-01

To discuss the teaching/learning strategy of customized role play to enhance psychiatric mental health nurse practitioner (PMHNP) students' entry level competency. Customized role play facilitates application of new content, understanding of the patient's experience, and assessment of skill deficits. New PMHNP graduates have entry level proficiency across the life span with a range of psychotherapeutic interventions. © 2013 Wiley Periodicals, Inc.

Data Quality Monitoring System for New GEM Muon Detectors for the CMS Experiment Upgrade

NASA Astrophysics Data System (ADS)

King, Robert; CMS Muon Group Team

2017-01-01

The Gas Electron Multiplier (GEM) detectors are novel detectors designed to improve the muon trigger and tracking performance in CMS experiment for the high luminosity upgrade of the LHC. Partial installation of GEM detectors is planned during the 2016-2017 technical stop. Before the GEM system is installed underground, its data acquisition (DAQ) electronics must be thoroughly tested. The DAQ system includes several commercial and custom-built electronic boards running custom firmware. The front-end electronics are radiation-hard and communicate via optical fibers. The data quality monitoring (DQM) software framework has been designed to provide online verification of the integrity of the data produced by the detector electronics, and to promptly identify potential hardware or firmware malfunctions in the system. Local hits reconstruction and clustering algorithms allow quality control of the data produced by each GEM chamber. Once the new detectors are installed, the DQM will monitor the stability and performance of the system during normal data-taking operations. We discuss the design of the DQM system, the software being developed to read out and process the detector data, and the methods used to identify and report hardware and firmware malfunctions of the system.

Skull Bone Defects Reconstruction with Custom-Made Titanium Graft shaped with Electron Beam Melting Technology: Preliminary Experience in a Series of Ten Patients.

PubMed

Francaviglia, Natale; Maugeri, Rosario; Odierna Contino, Antonino; Meli, Francesco; Fiorenza, Vito; Costantino, Gabriele; Giammalva, Roberto Giuseppe; Iacopino, Domenico Gerardo

2017-01-01

Cranioplasty represents a challenge in neurosurgery. Its goal is not only plastic reconstruction of the skull but also to restore and preserve cranial function, to improve cerebral hemodynamics, and to provide mechanical protection of the neural structures. The ideal material for the reconstructive procedures and the surgical timing are still controversial. Many alloplastic materials are available for performing cranioplasty and among these, titanium still represents a widely proven and accepted choice. The aim of our study was to present our preliminary experience with a "custom-made" cranioplasty, using electron beam melting (EBM) technology, in a series of ten patients. EBM is a new sintering method for shaping titanium powder directly in three-dimensional (3D) implants. To the best of our knowledge this is the first report of a skull reconstruction performed by this technique. In a 1-year follow-up no postoperative complications have been observed and good clinical and esthetic outcomes were achieved. Costs higher than those for other types of titanium mesh, a longer production process, and the greater expertise needed for this technique are compensated by the achievement of most complex skull reconstructions with a shorter operative time.

The effects of temperature on service employees' customer orientation: an experimental approach.

PubMed

Kolb, Peter; Gockel, Christine; Werth, Lioba

2012-01-01

Numerous studies have demonstrated how temperature can affect perceptual, cognitive and psychomotor performance (e.g. Hancock, P.A., Ross, J., and Szalma, J., 2007. A meta-analysis of performance response under thermal stressors. Human Factors: The Journal of the Human Factors and Ergonomics Society, 49 (5), 851-877). We extend this research to interpersonal aspects of performance, namely service employees' and salespeople's customer orientation. We combine ergonomics with recent research on social cognition linking physical with interpersonal warmth/coldness. In Experiment 1, a scenario study in the lab, we demonstrate that student participants in rooms with a low temperature showed more customer-oriented behaviour and gave higher customer discounts than participants in rooms with a high temperature - even in zones of thermal comfort. In Experiment 2, we show the existence of alternative possibilities to evoke positive temperature effects on customer orientation in a sample of 126 service and sales employees using a semantic priming procedure. Overall, our results confirm the existence of temperature effects on customer orientation. Furthermore, important implications for services, retail and other settings of interpersonal interactions are discussed. Practitioner Summary: Temperature effects on performance have emerged as a vital research topic. Owing to services' increasing economic importance, we transferred this research to the construct of customer orientation, focusing on performance in service and retail settings. The demonstrated temperature effects are transferable to services, retail and other settings of interpersonal interactions.

An Electronic Service Quality Reference Model for Designing E-Commerce Websites Which Maximizes Customer Satisfaction

ERIC Educational Resources Information Center

Shaheen, Amer N.

2011-01-01

This research investigated Electronic Service Quality (E-SQ) features that contribute to customer satisfaction in an online environment. The aim was to develop an approach which improves E-CRM processes and enhances online customer satisfaction. The research design adopted mixed methods involving qualitative and quantitative methods to…

Effect of E-Service Quality on Customer Online Repurchase Intentions

ERIC Educational Resources Information Center

Liu, Tung-Hsuan

2012-01-01

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

78 FR 16743 - Self-Regulatory Organizations; BOX Options Exchange LLC; Notice of Filing and Immediate...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-03-18

... interests of investors to have lower Auction Transaction costs for non-Professional, Public Customers, and that the BOX fee structure will continue to attract this customer order flow to these auction... simple fact that price improvement occurs in the PIP. Since the PIP began in 2004, customers have...

78 FR 69018 - Improving the Resiliency of Mobile Wireless Communications Networks; Reliability and Continuity...

Federal Register 2010, 2011, 2012, 2013, 2014

2013-11-18

... offer their customers an increasing array of ``smartphones'' and data-centric devices, such as tablets... basis to provide service to their customers? 38. Additionally, the proposal would allow providers to... customers with comparable levels of service within that county? 40. Second, will consumers find this metric...

75 FR 77931 - Self-Regulatory Organizations; International Securities Exchange, LLC; Notice of Filing and...

Federal Register 2010, 2011, 2012, 2013, 2014

2010-12-14

... Exchange, Inc. (``CBOE'') currently charges a marketing fee of up to $0.65 per contract for customer orders... a Public Customer Order in the Exchange's Price Improvement Mechanism (``PIM''). For competitive reasons, the Exchange now proposes to apply its PFOF fee for Public Customer Orders executed in the...

Recent Weather Technologies Delivered to America's Space Program by the Applied Meteorology Unit

NASA Technical Reports Server (NTRS)

Bauman, WIlliam, H., III; Crawford, Winifred

2009-01-01

The Applied Meteorology Unit (AMU) is a unique joint venture of NASA, the Air Force and the National Weather Service (NWS) and has been supporting the Space Program for nearly two decades. The AMU acts as a bridge between the meteorological research community and operational forecasters by developing, evaluating and transitioning new technology and techniques to improve weather support to spaceport operations at the Eastern Range (ER) and Kennedy Space Center. Its primary customers are the 45th Weather Squadron at Cape Canaveral Air Force Station (CCAFS), the Spaceflight Meteorology Group at Johnson Space Center and the National Weather Service Office in Melbourne, FL. Its products are used to support NASA's Shuttle and ELV programs as well as Department of Defense and commercial launches from the ER. Shuttle support includes landing sites beyond the ER. The AMU is co-located with the Air Force operational forecasters at CCAFS to facilitate continuous two-way interaction between the AMU and its operational customers. It is operated under a NASA, Air Force, and NWS Memorandum of Understanding (MOU) by a competitively-selected contractor. The contract, which is funded and managed by NASA, provides five full time professionals with degrees in meteorology or related fields, some of whom also have operational experience. NASA provides a Ph.D.- level NASA civil service scientist as Chief of the AMU. The AMU is tasked by its customers through a unique, nationally recognized process. The tasks are limited to development, evaluation and operational transition of technology to improve weather support to spaceport operations and providing expert advice to the customers. The MOU expressly forbids using the AMU resources to conduct operations or do basic research. The presentation will provide a brief overview of the AMU and how it is tasked by its customers to provide high priority products and services. The balance of the presentation will cover a sampling of products delivered over the last 18 years that are currently in operational use. Each example will describe the problem to be solved, the solution provided, and the operational benefits of implementing that solution.

Bayesian modeling of consumer behavior in the presence of anonymous visits

NASA Astrophysics Data System (ADS)

Novak, Julie Esther

Tailoring content to consumers has become a hallmark of marketing and digital media, particularly as it has become easier to identify customers across usage or purchase occasions. However, across a wide variety of contexts, companies find that customers do not consistently identify themselves, leaving a substantial fraction of anonymous visits. We develop a Bayesian hierarchical model that allows us to probabilistically assign anonymous sessions to users. These probabilistic assignments take into account a customer's demographic information, frequency of visitation, activities taken when visiting, and times of arrival. We present two studies, one with synthetic and one with real data, where we demonstrate improved performance over two popular practices (nearest-neighbor matching and deleting the anonymous visits) due to increased efficiency and reduced bias driven by the non-ignorability of which types of events are more likely to be anonymous. Using our proposed model, we avoid potential bias in understanding the effect of a firm's marketing on its customers, improve inference about the total number of customers in the dataset, and provide more precise targeted marketing to both previously observed and unobserved customers.

Application Processing | Distributed Generation Interconnection

Science.gov Websites

delivering swift customer service. The rapid rise of distributed generation (DG) PV interconnection speed processing, reduce paperwork, and improve customer service. Webinars and publications are

Suppressing emotion and engaging with complaining customers at work related to experience of depression and anxiety symptoms: a nationwide cross-sectional study.

PubMed

Yoon, Jin-Ha; Kang, Mo-Yeol; Jeung, Dayee; Chang, Sei-Jin

2017-06-08

Our aim was to investigate the relationship between suppressing emotion and engaging with complaining customers at work and experience of depression and anxiety symptoms. We used nationally representative data from the Korean Working Condition Survey with 15,669 paid customer service workers. Job characteristics of "Engaging with Complaints", "Suppressing Emotion", experience of depression and anxiety symptoms were measured by self-reported questionnaires. Gender specific odds ratios (OR) and 95% confidence intervals (95% CI) were calculated using multivariate logistic regression after controlling for age, income, education level, job satisfaction, and working hours per week. The results showed that people who were 'Always Engaging with Complaints' (OR: 3.81, 95% CI: 1.83-7.96 for male, OR: 3.98, 95% CI: 2.07-7.66 for female) and 'Always Suppressing Emotion' (OR: 2.33, 95% CI: 1.33-4.08 for male, OR: 2.83, 95% CI: 1.67-4.77 for female) were more likely to experience depression and anxiety symptoms compared to those 'Rarely Engaging with Complaints' and 'Rarely Suppressing Emotion', respectively. Additionally, there was an interactive relationship between those job characteristics. Our nationwide study demonstrates that mental health problems are incrementally related to how much service workers must engage with complaining customers and suppressing emotion at work.

The impact of the customer relationship management on organizational productivity, customer trust and satisfaction by using the structural equation model: A study in the Iranian hospitals.

PubMed

Yaghoubi, Maryam; Asgari, Hamed; Javadi, Marzieh

2017-01-01

One of the challenges in the fiercely competitive space of health organizations is responding to customers and building trust and satisfaction in them in the shortest time, with best quality and highest productivity. Hence the aim of this study is to survey the impact of customer relationship management (CRM) on organizational productivity, customer loyalty, satisfaction and trust in selected hospitals of Isfahan (in Iran). This study is a correlation descriptive research. Study population was the nurses in selected hospitals of Isfahan and the sampling has been conducted using stratified random method. Data collection tool is a researcher-made questionnaire of CRM and its effects (organizational productivity, customer loyalty, satisfaction and trust) which its validity and reliability has been confirmed by researchers. Structural equation method was used to determine the impact of variables. Data analysis method was structural equation modeling and the software used was SPSS version 16 (IBM, SPSS, 2007 Microsoft Corp., Bristol, UK) and AMOS version 18 (IBM, SPSS, 2010 Microsoft Corp, Bristol, UK). Among the dimensions of CRM, diversification had the highest impact (0.83) and customer acquisition had the lowest (0.57) CRM, had the lowest impact on productivity (0.59) and the highest effect on customer satisfaction (0.83). For the implementation of CRM, it is necessary that the studied hospitals improve strategies of acquiring information about new customers, attracting new customers and keeping them and communication with patients outside the hospital and improve the system of measuring patient satisfaction and loyalty.

Cybermediation in the Tourism and Travel Industries

NASA Astrophysics Data System (ADS)

Killion, Les

Travel and tourism are second only to pornography in adopting Internet-based technologies to intermediate between those supplying the total travel experience, and those seeking to satisfy leisure needs by engaging in tourism. From Thomas Cook in the 1800s, traditional ‘travel trade networks’ have provided the components of the travel experience: transport, accommodation and attractions. However, the Internet has encouraged customer self-service, and on-going debate regarding the future of traditional travel trade intermediaries. The intermediation debate suggests the emergence of ‘hybrid’ intermediation systems combining customer self-service with face-to-face customer contacts characteristic of traditional travel agents. A focus group investigation identified profiles and motives of customers using the Internet to make holiday arrangements. Potential cost savings are a primary motivation for customer self-service. Using the Internet for travel and tourism is becoming commonplace among older travellers as well as younger people. In gathering information before making holiday decisions, potential tourists also engage in a Web 2.0 environment where family and friends, not established intermediaries, provide reliable and authentic information via their individual blogs.

The balanced scorecard--measures that drive performance.

PubMed

Kaplan, R S; Norton, D P

1992-01-01

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

Surface design methodology - challenge the steel

NASA Astrophysics Data System (ADS)

Bergman, M.; Rosen, B.-G.; Eriksson, L.; Anderberg, C.

2014-03-01

The way a product or material is experienced by its user could be different depending on the scenario. It is also well known that different materials and surfaces are used for different purposes. When optimizing materials and surface roughness for a certain something with the intention to improve a product, it is important to obtain not only the physical requirements, but also the user experience and expectations. Laws and requirements of the materials and the surface function, but also the conservative way of thinking about materials and colours characterize the design of medical equipment. The purpose of this paper is to link the technical- and customer requirements of current materials and surface textures in medical environments. By focusing on parts of the theory of Kansei Engineering, improvements of the companys' products are possible. The idea is to find correlations between desired experience or "feeling" for a product, -customer requirements, functional requirements, and product geometrical properties -design parameters, to be implemented on new improved products. To be able to find new materials with the same (or better) technical requirements but a higher level of user stimulation, the current material (stainless steel) and its surface (brushed textures) was used as a reference. The usage of focus groups of experts at the manufacturer lead to a selection of twelve possible new materials for investigation in the project. In collaboration with the topical company for this project, three new materials that fulfil the requirements -easy to clean and anti-bacterial came to be in focus for further investigation in regard to a new design of a washer-disinfector for medical equipment using the Kansei based Clean ability approach CAA.

Shifting from Production to Service to Experience-Based Operations

NASA Astrophysics Data System (ADS)

Angelis, Jannis; de Lima, Edson Pinheiro

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

Optically Isolated Control of the MOCHI LabJet High Power Pulsed Plasma Experiment

NASA Astrophysics Data System (ADS)

Carroll, Evan; Quinley, Morgan; von der Linden, Jens; You, Setthivoine

2014-10-01

The MOCHI LabJet experiment designed to investigate the dynamics of astrophysical jets at the University of Washington, requires high energy pulsed power supplies for plasma generation and sustainment. Two 600 μ F, 10 kV DC, pulse forming, power supplies have been specifically developed for this application. For safe and convenient user operation, the power supplies are controlled remotely with optical isolation. Three input voltage signals are required for relay actuation, adjusting bank charging voltage, and to fire the experiment: long duration DC signals, long duration user adjustable DC signals and fast trigger pulses with < μ s rise times. These voltage signals are generated from National Instruments timing cards via LabVIEW and are converted to optical signals by coupling photodiodes with custom electronic circuits. At the experiment, the optical signals are converted back to usable voltage signals using custom circuits. These custom circuits and experimental set-up are presented. This work is supported by US DOE Grant DE-SC0010340.

Design of launch systems using continuous improvement process

NASA Technical Reports Server (NTRS)

Brown, Richard W.

1995-01-01

The purpose of this paper is to identify a systematic process for improving ground operations for future launch systems. This approach is based on the Total Quality Management (TQM) continuous improvement process. While the continuous improvement process is normally identified with making incremental changes to an existing system, it can be used on new systems if they use past experience as a knowledge base. In the case of the Reusable Launch Vehicle (RLV), the Space Shuttle operations provide many lessons. The TQM methodology used for this paper will be borrowed from the United States Air Force 'Quality Air Force' Program. There is a general overview of the continuous improvement process, with concentration on the formulation phase. During this phase critical analyses are conducted to determine the strategy and goals for the remaining development process. These analyses include analyzing the mission from the customers point of view, developing an operations concept for the future, assessing current capabilities and determining the gap to be closed between current capabilities and future needs and requirements. A brief analyses of the RLV, relative to the Space Shuttle, will be used to illustrate the concept. Using the continuous improvement design concept has many advantages. These include a customer oriented process which will develop a more marketable product and a better integration of operations and systems during the design phase. But, the use of TQM techniques will require changes, including more discipline in the design process and more emphasis on data gathering for operational systems. The benefits will far outweigh the additional effort.

A study on reliability of power customer in distribution network

NASA Astrophysics Data System (ADS)

Liu, Liyuan; Ouyang, Sen; Chen, Danling; Ma, Shaohua; Wang, Xin

2017-05-01

The existing power supply reliability index system is oriented to power system without considering actual electricity availability in customer side. In addition, it is unable to reflect outage or customer’s equipment shutdown caused by instantaneous interruption and power quality problem. This paper thus makes a systematic study on reliability of power customer. By comparing with power supply reliability, reliability of power customer is defined and extracted its evaluation requirements. An indexes system, consisting of seven customer indexes and two contrast indexes, are designed to describe reliability of power customer from continuity and availability. In order to comprehensively and quantitatively evaluate reliability of power customer in distribution networks, reliability evaluation method is proposed based on improved entropy method and the punishment weighting principle. Practical application has proved that reliability index system and evaluation method for power customer is reasonable and effective.

The experience factory: Can it make you a 5? or what is its relationship to other quality and improvement concepts?

NASA Technical Reports Server (NTRS)

Basili, Victor R.

1992-01-01

The concepts of quality improvements have permeated many businesses. It is clear that the nineties will be the quality era for software and there is a growing need to develop or adapt quality improvement approaches to the software business. Thus we must understand software as an artifact and software as a business. Since the business we are dealing with is software, we must understand the nature of software and software development. The software discipline is evolutionary and experimental; it is a laboratory science. Software is development not production. The technologies of the discipline are human based. There is a lack of models that allow us to reason about the process and the product. All software is not the same; process is a variable, goals are variable, etc. Packaged, reusable, experiences require additional resources in the form of organization, processes, people, etc. There have been a variety of organizational frameworks proposed to improve quality for various businesses. The ones discussed in this presentation include: Plan-Do-Check-Act, a quality improvement process based upon a feedback cycle for optimizing a single process model/production line; the Experience Factory/Quality Improvement Paradigm, continuous improvements through the experimentation, packaging, and reuse of experiences based upon a business's needs; Total Quality Management, a management approach to long term success through customer satisfaction based on the participation of all members of an organization; the SEI capability maturity model, a staged process improvement based upon assessment with regard to a set of key process areas until you reach a level 5 which represents a continuous process improvement; and Lean (software) Development, a principle supporting the concentration of the production on 'value added' activities and the elimination of reduction of 'not value added' activities.

Optimizing Hardware Compatibility for Scaling Up Superconducting Qubits

NASA Astrophysics Data System (ADS)

Fang, Michael; Campbell, Brooks; Chen, Zijun; Chiaro, Ben; Dunsworth, Andrew; Kelly, Julian; Megrant, Anthony; Neill, Charles; O'Malley, Peter; Quintana, Chris; Vainsencher, Amit; Wenner, Jim; White, Ted; Barends, Rami; Chen, Yu; Fowler, Austin; Jeffrey, Evan; Mutus, Josh; Roushan, Pedram; Sank, Daniel; Martinis, John

2015-03-01

Since quantum computation relies on the manipulation of fragile quantum states, qubit devices must be isolated from the noisy environment to prevent decoherence. Custom made components make isolation from thermal and infrared radiation possible, but have been unreliable, massive, and show sub-ideal microwave performance. Infrared isolation for large scale experiments (> 8 qubits) was achieved with compact impedance matched microwave filters which attenuate stray infrared signals on cryogenic cables with only -25 dB reflection up to 7.5 GHz. In addition, a thermal anchoring system was designed to effectively transfer unwanted heat from more than 100 coaxial cables in the dilution refrigerator and yielded a 33 percent improvement in base temperature and 50% improvement in hold time.

Small and big quality in health care.

PubMed

Lillrank, Paul Martin

2015-01-01

The purpose of this paper is to clarify healthcare quality's ontological and epistemological foundations; and examine how these lead to different measurements and technologies. Conceptual analysis. Small quality denotes conformance to ex ante requirements. Big quality includes product and service design, based on customer requirements and expectations. Healthcare quality can be divided into three areas: clinical decision making; patient safety; and patient experience, each with distinct measurement and improvement technologies. The conceptual model is expected to bring clarity to constructing specific definitions, measures, objectives and technologies for improving healthcare. This paper claims that before healthcare quality can be defined, measured and integrated into systems, it needs to be clearly separated into ontologically and epistemologically different parts.

Feasibility study of using statistical process control to customized quality assurance in proton therapy.

PubMed

Rah, Jeong-Eun; Shin, Dongho; Oh, Do Hoon; Kim, Tae Hyun; Kim, Gwe-Ya

2014-09-01

To evaluate and improve the reliability of proton quality assurance (QA) processes and, to provide an optimal customized tolerance level using the statistical process control (SPC) methodology. The authors investigated the consistency check of dose per monitor unit (D/MU) and range in proton beams to see whether it was within the tolerance level of the daily QA process. This study analyzed the difference between the measured and calculated ranges along the central axis to improve the patient-specific QA process in proton beams by using process capability indices. The authors established a customized tolerance level of ±2% for D/MU and ±0.5 mm for beam range in the daily proton QA process. In the authors' analysis of the process capability indices, the patient-specific range measurements were capable of a specification limit of ±2% in clinical plans. SPC methodology is a useful tool for customizing the optimal QA tolerance levels and improving the quality of proton machine maintenance, treatment delivery, and ultimately patient safety.

Full-custom design of split-set data weighted averaging with output register for jitter suppression

NASA Astrophysics Data System (ADS)

Jubay, M. C.; Gerasta, O. J.

2015-06-01

A full-custom design of an element selection algorithm, named as Split-set Data Weighted Averaging (SDWA) is implemented in 90nm CMOS Technology Synopsys Library. SDWA is applied in seven unit elements (3-bit) using a thermometer-coded input. Split-set DWA is an improved DWA algorithm which caters the requirement for randomization along with long-term equal element usage. Randomization and equal element-usage improve the spectral response of the unit elements due to higher Spurious-free dynamic range (SFDR) and without significantly degrading signal-to-noise ratio (SNR). Since a full-custom, the design is brought to transistor-level and the chip custom layout is also provided, having a total area of 0.3mm2, a power consumption of 0.566 mW, and simulated at 50MHz clock frequency. On this implementation, SDWA is successfully derived and improved by introducing a register at the output that suppresses the jitter introduced at the final stage due to switching loops and successive delays.

The Application of Waiting Lines System in Improving Customer Service Management: The Examination of Malaysia Fast Food Restaurants Industry

NASA Astrophysics Data System (ADS)

Ismail, Zurina; Shokor, Shahrul Suhaimi AB

2016-03-01

Rapid life time change of the Malaysian lifestyle had served the overwhelming growth in the service operation industry. On that occasion, this paper will provide the idea to improve the waiting line system (WLS) practices in Malaysia fast food chains. The study will compare the results in between the single server single phase (SSSP) and the single server multi-phase (SSMP) which providing Markovian Queuing (MQ) to be used for analysis. The new system will improve the current WLS, plus intensifying the organization performance. This new WLS were designed and tested in a real case scenario and in order to develop and implemented the new styles, it need to be focusing on the average number of customers (ANC), average number of customer spending time waiting in line (ACS), and the average time customers spend in waiting and being served (ABS). We introduced new WLS design and there will be prompt discussion upon theories of benefits and potential issues that will benefit other researchers.

Negative Correlation Learning for Customer Churn Prediction: A Comparison Study

PubMed Central

Faris, Hossam

2015-01-01

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

Customizing Perimetric Locations Based on En Face Images of Retinal Nerve Fiber Bundles With Glaucomatous Damage

PubMed Central

Alluwimi, Muhammed S.; Swanson, William H.; Malinovsky, Victor E.; King, Brett J.

2018-01-01

Purpose Prior studies suggested the use of customized perimetric locations in glaucoma; these studies were limited by imaging only the superficial depths of the retinal nerve fiber layer (RNFL) and by prolonged perimetric testing. We aimed to develop a rapid perimetric test guided by high-resolution images of RNFL bundles. Methods We recruited 10 patients with glaucoma, ages 56 to 80 years, median 68 years, and 10 controls, ages 55 to 77 years, median 68 years. The patients were selected based on discrepancies between locations of glaucomatous damage for perimetric and structural measures. Montaging was used to produce optical coherence tomography en face images of the RNFL covering much of the 24-2 grid locations. In experiment 1, we presented the Goldmann size III stimulus at preselected retinal locations of glaucomatous damage, using just two contrasts. In experiment 2, we developed an elongated sinusoidal stimulus, aligned within the defect, to measure contrast sensitivities; abnormalities were defined based on lower 95% reference limits derived from the controls. Results The percentage of predicted locations where size III was not seen at 28 dB ranged from 16% to 80%, with a median of 48%. Contrast sensitivity for the sinusoidal stimulus was below the 95% reference range for 37 of 44 stimuli aligned within the defects. Conclusions We developed methods for rapid perimetric testing guided by en face images of the RNFL bundles in patients with glaucoma. Results indicated ganglion cell damage under all of the visible RNFL defects. Translational Relevance Customized perimetric locations have potential to improve clinical assessment of glaucoma. PMID:29576929

Developing an Advanced Environment for Collaborative Computing

NASA Technical Reports Server (NTRS)

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

1999-01-01

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

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.

Listening to Students: Customer Journey Mapping at Birmingham City University Library and Learning Resources

ERIC Educational Resources Information Center

Andrews, Judith; Eade, Eleanor

2013-01-01

Birmingham City University's Library and Learning Resources' strategic aim is to improve student satisfaction. A key element is the achievement of the Customer Excellence Standard. An important component of the standard is the mapping of services to improve quality. Library and Learning Resources has developed a methodology to map these…

Toyota's tips drive dramatic ED improvements.

PubMed

2002-11-01

The Toyota Motor Corp.'s key concepts of allowing workers to make changes, putting the customer first, and reducing waste can have a dramatic impact when implemented in emergency departments. Staff should be empowered to make changes to improve quality. A chain of events should be set in motion for each customer request. Identify and eliminate roadblocks that cause delays.

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.

Can there be mutual support between hospital marketing and continuous quality improvement?

PubMed

Weiland, D E

1992-01-01

Marketing the results of continuous quality improvement in hospitals builds a growing bank of loyal customers in an increasingly competitive and quality-oriented environment: If healthcare institutions want to survive and flourish, they must develop a lasting relationship with their customers. The long-term goal of CQI is to provide quality products and services. If marketing managers can sell these improved services, hospitals will build a solid client foundation.

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

PubMed

Rice, Anna; Austin, John; Gravina, Nicole

2009-01-01

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

Reinventing information services to increase customer satisfaction

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

Madison, J.E.

1993-12-01

In this paper, the author presents her view of the role of an information service and proposes means of improving information customer service and satisfaction. The emphasis of the paper is on placing the primary value on the information customer rather than on the information itself. After receiving a request for information, the information service should strive for speed and accuracy of service to provide full-text sources in a language and format convenient to the customer. The author stresses that information professionals need to re-evaluate their roles to correctly assess and rectify customers` information deficiencies.

76 FR 58065 - Self-Regulatory Organizations; NASDAQ OMX BX, Inc.; Suspension of and Order Instituting...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-09-19

... fee structure provides incentives for market participants to submit customer order flow to BOX and... an agency order on behalf of a customer for price improvement, paired with a contra-order... guaranteed 40% of the order (after public customers) at the final price for the PIP order, assuming it is at...

Service Learning for Improvement of Customer Service Education in LIS

ERIC Educational Resources Information Center

Colón-Aguirre, Mónica

2017-01-01

This work explores the ways in which academic librarians specializing in areas related to user services consider the courses they took as part of obtaining their library and information science (LIS) degree prepared them to deal with issues of customer service in their current work. Effective customer service is a central aspect of accomplishing…

The Customer Is Always Right: What the Business World Can Teach Us about Problem Patrons.

ERIC Educational Resources Information Center

Jackson, Rebecca

2002-01-01

Discussion of problem patrons in libraries focuses on how businesses handle customer complaints, namely regarding them as opportunities to improve customer service and satisfaction. Suggests libraries need to provide channels for patrons to make complaints, follow up on them, and train staff to deal with user dissatisfaction. (Author/LRW)

Emotions as Proximal Causes of Word of Mouth: A Nonlinear Approach.

PubMed

Lopes, Rita Rueff; Navarro, José; Silva, Ana Junca

2018-01-01

Service research tends to operationalize word of mouth (WOM) behavior as one of the many responses to service satisfaction. In this sense, little is known about its antecedents or moderators. The objective of this study was to investigate the role of customers' emotions during service experiences on WOM, applying nonlinear techniques and exploring the moderating role of customers' propensity for emotional contagion. Using the critical incidents technique, 122 customers recalled significant service experiences and the emotions they aroused, and reported if they shared said experiences with other individuals. We found that, whereas linear methods presented non-significant results in the emotions-WOM relationship, nonlinear ones (artificial neural networks) explained 46% of variance. Negative emotions were stronger predictors of WOM and the importance of emotions for WOM was significantly higher for individuals with high propensity for emotional contagion (R^2 = .79) than for those with lower levels (R^2 = .48). Theoretical and practical implications are discussed.

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

PubMed Central

Selck, David A.

2016-01-01

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

Flexible forecasts: a key to better customer service.

PubMed

Neuhaus, C A

1997-05-01

Good customer service requires companies to keep their fingers on their customers' pulse and develop intelligent forecasts with their needs built in. As even the smallest factories today are placing at least some emphasis on lead time reductions to improve flexibility and the speed of response to customer requirements, the role of the forecast, now more than ever, is to provide at all times the best, most recent, and most accurate picture of what exactly will be required and when.

The Customer Relationship Management in Terms of Business Practice in Slovakia

NASA Astrophysics Data System (ADS)

Urdziková, Jana; Jakábová, Martina; Saniuk, Sebastian

2012-12-01

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

Arthrodesis of the knee: experience with intramedullary nailing.

PubMed

Incavo, S J; Lilly, J W; Bartlett, C S; Churchill, D L

2000-10-01

Knee arthrodesis using an intramedullary nail has gained acceptance as treatment in difficult cases such as infection after total knee arthroplasty (TKA), neuropathic joint, and obesity. A retrospective review of 22 cases treated at our institution using an intramedullary nail for knee arthrodesis was performed. Deep infection after primary (11) or revision (6) TKA was the most common indication for this procedure. A long intramedullary nail was used in 3 cases, a long nail with a proximal interlocking screw was used in 6 cases, and a customized nail with a valgus bend and a proximal interlocking screw was used in 11 cases. A modular knee fusion nail was used in 1 case. Successful fusion occurred in all cases, although 4 patients required additional surgery. Average operative blood loss was 748 mL, and average time to union was 7 months. Shortening of the extremity averaged 3.2 cm. Tibiofemoral alignment was improved by using a customized valgus nail (average, 3.1 valgus; range, 1-5) when compared with a straight nail (average, 0.2 valgus; range, 3 varus to 3 valgus). No patient developed infection in the hip or ankle region as a result of the long intramedullary nail. Intramedullary nailing is an excellent technique for knee arthrodesis in difficult cases. A customized proximal interlocking nail with 5 degrees to 7 degrees of valgus and 5 degrees of anterior angulation improves tibiofemoral alignment and is straightforward to insert or extract should it be necessary. Stability and pain relief are rapid, and the fusion rate is maximized.

The impact of the customer relationship management on organizational productivity, customer trust and satisfaction by using the structural equation model: A study in the Iranian hospitals

PubMed Central

Yaghoubi, Maryam; Asgari, Hamed; Javadi, Marzieh

2017-01-01

Context: One of the challenges in the fiercely competitive space of health organizations is responding to customers and building trust and satisfaction in them in the shortest time, with best quality and highest productivity. Hence the aim of this study is to survey the impact of customer relationship management (CRM) on organizational productivity, customer loyalty, satisfaction and trust in selected hospitals of Isfahan (in Iran). Materials and Methods: This study is a correlation descriptive research. Study population was the nurses in selected hospitals of Isfahan and the sampling has been conducted using stratified random method. Data collection tool is a researcher-made questionnaire of CRM and its effects (organizational productivity, customer loyalty, satisfaction and trust) which its validity and reliability has been confirmed by researchers. Structural equation method was used to determine the impact of variables. Data analysis method was structural equation modeling and the software used was SPSS version 16 (IBM, SPSS, 2007 Microsoft Corp., Bristol, UK) and AMOS version 18 (IBM, SPSS, 2010 Microsoft Corp, Bristol, UK). Results: Among the dimensions of CRM, diversification had the highest impact (0.83) and customer acquisition had the lowest (0.57) CRM, had the lowest impact on productivity (0.59) and the highest effect on customer satisfaction (0.83). Conclusions: For the implementation of CRM, it is necessary that the studied hospitals improve strategies of acquiring information about new customers, attracting new customers and keeping them and communication with patients outside the hospital and improve the system of measuring patient satisfaction and loyalty. PMID:28546971

Customer Decision Making in Web Services with an Integrated P6 Model

NASA Astrophysics Data System (ADS)

Sun, Zhaohao; Sun, Junqing; Meredith, Grant

Customer decision making (CDM) is an indispensable factor for web services. This article examines CDM in web services with a novel P6 model, which consists of the 6 Ps: privacy, perception, propensity, preference, personalization and promised experience. This model integrates the existing 6 P elements of marketing mix as the system environment of CDM in web services. The new integrated P6 model deals with the inner world of the customer and incorporates what the customer think during the DM process. The proposed approach will facilitate the research and development of web services and decision support systems.

'How many calories are in my burrito?' Improving consumers' understanding of energy (calorie) range information.

PubMed

Liu, Peggy J; Bettman, James R; Uhalde, Arianna R; Ubel, Peter A

2015-01-01

Energy (calorie) ranges currently appear on menu boards for customized menu items and will likely appear throughout the USA when menu-labelling legislation is implemented. Consumer welfare advocates have questioned whether energy ranges enable accurate energy estimates. In four studies, we examined: (i) whether energy range information improves energy estimation accuracy; (ii) whether misestimates persist because consumers misinterpret the meaning of the energy range end points; and (iii) whether energy estimates can be made more accurate by providing explicit information about the contents of items at the end points. Four studies were conducted, all randomized experiments. Study 1 took place outside a Chipotle restaurant. Studies 2 to 4 took place online. Participants in study 1 were customers exiting a Chipotle restaurant (n 306). Participants in studies 2 (n 205), 3 (n 290) and 4 (n 874) were from an online panel. Energy ranges reduced energy misestimation across different menu items (studies 1-4). One cause of remaining misestimation was misinterpretation of the low end point's meaning (study 2). Providing explicit information about the contents of menu items associated with energy range end points further reduced energy misestimation (study 3) across different menu items (study 4). Energy range information improved energy estimation accuracy and defining the meaning of the end points further improved accuracy. We suggest that when restaurants present energy range information to consumers, they should explicitly define the meaning of the end points.

Where Is the Xerox Corporation of the LIS Sector?

ERIC Educational Resources Information Center

Gilchrist, Alan; Brockman, John

1996-01-01

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

Cranioplasty with a low-cost customized polymethylmethacrylate implant using a desktop 3D printer.

PubMed

Morales-Gómez, Jesús A; Garcia-Estrada, Everardo; Leos-Bortoni, Jorge E; Delgado-Brito, Miriam; Flores-Huerta, Luis E; De La Cruz-Arriaga, Adriana A; Torres-Díaz, Luis J; de León, Ángel R Martínez-Ponce

2018-06-15

OBJECTIVE Cranioplasty implants should be widely available, low in cost, and customized or easy to mold during surgery. Although autologous bone remains the first choice for repair, it cannot always be used due to infection, fragmentation, bone resorption, or other causes, which led to use of synthetic alternatives. The most frequently used allogenic material for cranial reconstructions with long-term results is polymethylmethacrylate (PMMA). Three-dimensional printing technology has allowed the production of increasingly popular customized, prefabricated implants. The authors describe their method and experience with a customized PMMA prosthesis using a precise and reliable low-cost implant that can be customized at any institution with open-source or low-cost software and desktop 3D printers. METHODS A review of 22 consecutive patients undergoing CT-based, low-cost, customized PMMA cranioplasty over a 1-year period at a university teaching hospital was performed. Preoperative data included patient sex and age; CT modeling parameters, including the surface area of the implant (defect); reason for craniectomy; date(s) of injury and/or resections; the complexity of the defect; and associated comorbidities. Postoperative data included morbiditiy and complications, such as implant exposure, infection, hematoma, seroma, implant failure, and seizures; the cost of the implant; and cosmetic outcome. RESULTS Indications for the primary craniectomy were traumatic brain injury (16, 73%), tumor resection (3, 14%), infection (1, 4%), and vascular (2, 9%). The median interval between previous surgery and PMMA cranioplasty was 12 months. The operation time ranged from 90 to 150 minutes (mean 126 minutes). The average cranial defect measured 65.16 cm 2 (range 29.31-131.06 cm 2 ). During the recovery period, there was no sign of infection, implant rejection, or wound dehiscence, and none of the implants had to be removed over a follow-up ranging from 1 to 6 months. The aesthetic appearance of all patients was significantly improved, and the implant fit was excellent. CONCLUSIONS The use of a customized PMMA was associated with excellent patient, family, and surgeon satisfaction at follow-up at a fraction of the cost associated with commercially available implants. This technique could be an attractive option to all patients undergoing cranioplasty.

Service quality and corporate social responsibility, influence on post-purchase intentions of sheltered employment institutions.

PubMed

Chen, Chao-Chien; Lin, Shih-Yen; Cheng, Chia-Hsin; Tsai, Chia-Ching

2012-01-01

The main purpose of this study is to investigate the impact of service quality and corporate social responsibility (CSR) on customer satisfaction, and customer satisfaction toward post-purchase intentions from sheltered employment institutions. Work experience plays an important role in career development for those people with intellectual disabilities. When they are not yet capable of obtaining a job in the open market, they must receive job training and daily care in sheltered employment institutions. If the sheltered employment institutions cannot operate properly, they will greatly affect intellectual disabilities. From the study of "Children Are Us Bakeries and Restaurants" sheltered employment institutions are one kind of food service business that has been found to request and improve service quality and execution of CSR. These are two main factors which can enhance brand value and create a good reputation for sheltered employment institutions. The questionnaire results indicate that perceived service quality has a positive relationship with customer satisfaction and the reliability dimension is the most important factor for customers to assess service quality. Meanwhile, correlation analysis shows that customer satisfaction regarding service quality influences post-purchase intentions, indicating that friendly and helpful employees can please customers and enhance their satisfaction level and also induce positive post-purchase intentions of consumers. Regarding the CSR of "Children Are Us Bakeries and Restaurants" sheltered employment institutions, the analysis reveals a statistical significance: the greater customer satisfaction of CSR, the higher the post-purchase intention. In addition, in the work, paired-sample t test analysis reveals there is a significant difference (p<.05) in service quality and CSR in terms of "perceived" and "expected" responses. In summary, since those with intellectual disabilities usually are enthusiastic at work and do their best to provide good service and execute CSR well, the value of sheltered employment institutions establishments should be recognized by all should receive continued support and there should be a willingness to hire these intellectually disabled citizens. Copyright © 2012 Elsevier Ltd. All rights reserved.

Tourism guide cloud service quality: What actually delights customers?

PubMed

Lin, Shu-Ping; Yang, Chen-Lung; Pi, Han-Chung; Ho, Thao-Minh

2016-01-01

The emergence of advanced IT and cloud services has beneficially supported the information-intensive tourism industry, simultaneously caused extreme competitions in attracting customers through building efficient service platforms. On response, numerous nations have implemented cloud platforms to provide value-added sightseeing information and personal intelligent service experiences. Despite these efforts, customers' actual perspectives have yet been sufficiently understood. To bridge the gap, this study attempts to investigate what aspects of tourism cloud services actually delight customers' satisfaction and loyalty. 336 valid survey questionnaire answers were analyzed using structural equation modeling method. The results prove positive impacts of function quality, enjoyment, multiple visual aids, and information quality on customers' satisfaction as well as of enjoyment and satisfaction on use loyalty. The findings hope to provide helpful references of customer use behaviors for enhancing cloud service quality in order to achieve better organizational competitiveness.

76 FR 39953 - Self-Regulatory Organizations; BATS Exchange, Inc.; Notice of Filing of Amendment No. 2 and Order...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-07-07

... importance of providing effective opportunities for customer order flow in listed options to receive... improvement to less informed customer order flow, which would inure to the benefit of investors. One of the... becomes aware of a customer order from an affiliated broker-dealer or desk within the same broker-dealer...

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

ERIC Educational Resources Information Center

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

2010-01-01

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

Coping with Variability in Model-Based Systems Engineering: An Experience in Green Energy

NASA Astrophysics Data System (ADS)

Trujillo, Salvador; Garate, Jose Miguel; Lopez-Herrejon, Roberto Erick; Mendialdua, Xabier; Rosado, Albert; Egyed, Alexander; Krueger, Charles W.; de Sosa, Josune

Model-Based Systems Engineering (MBSE) is an emerging engineering discipline whose driving motivation is to provide support throughout the entire system life cycle. MBSE not only addresses the engineering of software systems but also their interplay with physical systems. Quite frequently, successful systems need to be customized to cater for the concrete and specific needs of customers, end-users, and other stakeholders. To effectively meet this demand, it is vital to have in place mechanisms to cope with the variability, the capacity to change, that such customization requires. In this paper we describe our experience in modeling variability using SysML, a leading MBSE language, for developing a product line of wind turbine systems used for the generation of electricity.

Customer Service at MVD Field Offices.

DOT National Transportation Integrated Search

2008-06-01

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

Customizing national models for a medical center's population to rapidly identify patients at high risk of 30-day all-cause hospital readmission following a heart failure hospitalization.

PubMed

Cox, Zachary L; Lai, Pikki; Lewis, Connie M; Lindenfeld, JoAnn; Collins, Sean P; Lenihan, Daniel J

2018-05-28

Nationally-derived models predicting 30-day readmissions following heart failure (HF) hospitalizations yield insufficient discrimination for institutional use. Develop a customized readmission risk model from Medicare-employed and institutionally-customized risk factors and compare the performance against national models in a medical center. Medicare patients age ≥ 65 years hospitalized for HF (n = 1,454) were studied in a derivation cohort and in a separate validation cohort (n = 243). All 30-day hospital readmissions were documented. The primary outcome was risk discrimination (c-statistic) compared to national models. A customized model demonstrated improved discrimination (c-statistic 0.72; 95% CI 0.69 - 0.74) compared to national models (c-statistics of 0.60 and 0.61) with a c-statistic of 0.63 in the validation cohort. Compared to national models, a customized model demonstrated superior readmission risk profiling by distinguishing a high-risk (38.3%) from a low-risk (9.4%) quartile. A customized model improved readmission risk discrimination from HF hospitalizations compared to national models. Copyright © 2018 Elsevier Inc. All rights reserved.

[Analysis of public quality reports for home care and long-term care with respect to their usefulness for the customer].

PubMed

Sünderkamp, Susanne; Weiß, Christian; Rothgang, Heinz

2014-10-01

Public quality reports, based on new legislative regulations of 2008, were supposed to offer potential customers the possibility to make a well-informed choice of a care provider. This empirical study on marks for long-term care is based on the public quality reports of the Medical Service of the Health Insurance Companies (MDK), of 11 884 home care services and 10 310 nursing homes, which corresponds to a comprehensive survey of almost all care providers in Germany. Descriptive statistical methods and discussion of the results concerning the customer benefit. The analysis of transparency reports reveals a limited value for customers, which is particularly caused by very good quality results with low scattering. In addition, a high amount of missing data - especially in the area of home care providers - leads to a growing influence of service criteria on the final grade. Though deficits in nursing might be compensated by good marks in service criteria, it rarely occurs. At present, a more detailed look at risk criteria hardly improves the customer benefit. The marks for nursing need to be improved to increase their informative value for the customer.

A curriculum for training quality scholars to improve the health and health care of veterans and the community at large.

PubMed

Splaine, Mark E; Aron, David C; Dittus, Robert S; Kiefe, Catarina I; Landefeld, C Seth; Rosenthal, Gary E; Weeks, William B; Batalden, Paul B

2002-01-01

In 1998, the Veterans Health Administration invested in the creation of the Veterans Administration National Quality Scholars Fellowship Program (VAQS) to train physicians in new ways to improve the quality of health care. We describe the curriculum for this program and the lessons learned from our experience to date. The VAQS Fellowship program has developed a core improvement curriculum to train postresidency physicians in the scholarship, research, and teaching of the improvement of health care. The curriculum covers seven domains of knowledge related to improvement: health care as a process; variation and measurement; customer/beneficiary knowledge; leading, following, and making changes in health care; collaboration; social context and accountability; and developing new, locally useful knowledge. We combine specific knowledge about the improvement of health care with the use of adult learning strategies, interactive video, and development of learner competencies. Our program provides insights for medical education to better prepare physicians to participate in and lead the improvement of health care.

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

PubMed Central

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

2016-01-01

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

Focal-plane detector system for the KATRIN experiment

NASA Astrophysics Data System (ADS)

Amsbaugh, J. F.; Barrett, J.; Beglarian, A.; Bergmann, T.; Bichsel, H.; Bodine, L. I.; Bonn, J.; Boyd, N. M.; Burritt, T. H.; Chaoui, Z.; Chilingaryan, S.; Corona, T. J.; Doe, P. J.; Dunmore, J. A.; Enomoto, S.; Formaggio, J. A.; Fränkle, F. M.; Furse, D.; Gemmeke, H.; Glück, F.; Harms, F.; Harper, G. C.; Hartmann, J.; Howe, M. A.; Kaboth, A.; Kelsey, J.; Knauer, M.; Kopmann, A.; Leber, M. L.; Martin, E. L.; Middleman, K. J.; Myers, A. W.; Oblath, N. S.; Parno, D. S.; Peterson, D. A.; Petzold, L.; Phillips, D. G.; Renschler, P.; Robertson, R. G. H.; Schwarz, J.; Steidl, M.; Tcherniakhovski, D.; Thümmler, T.; Van Wechel, T. D.; VanDevender, B. A.; Vöcking, S.; Wall, B. L.; Wierman, K. L.; Wilkerson, J. F.; Wüstling, S.

2015-04-01

The focal-plane detector system for the KArlsruhe TRItium Neutrino (KATRIN) experiment consists of a multi-pixel silicon p-i-n-diode array, custom readout electronics, two superconducting solenoid magnets, an ultra high-vacuum system, a high-vacuum system, calibration and monitoring devices, a scintillating veto, and a custom data-acquisition system. It is designed to detect the low-energy electrons selected by the KATRIN main spectrometer. We describe the system and summarize its performance after its final installation.

Suppressing emotion and engaging with complaining customers at work related to experience of depression and anxiety symptoms: a nationwide cross-sectional study

PubMed Central

YOON, Jin-Ha; KANG, Mo-Yeol; JEUNG, Dayee; CHANG, Sei-Jin

2017-01-01

Our aim was to investigate the relationship between suppressing emotion and engaging with complaining customers at work and experience of depression and anxiety symptoms. We used nationally representative data from the Korean Working Condition Survey with 15,669 paid customer service workers. Job characteristics of “Engaging with Complaints”, “Suppressing Emotion”, experience of depression and anxiety symptoms were measured by self-reported questionnaires. Gender specific odds ratios (OR) and 95% confidence intervals (95% CI) were calculated using multivariate logistic regression after controlling for age, income, education level, job satisfaction, and working hours per week. The results showed that people who were ‘Always Engaging with Complaints’ (OR: 3.81, 95% CI: 1.83–7.96 for male, OR: 3.98, 95% CI: 2.07–7.66 for female) and ‘Always Suppressing Emotion’ (OR: 2.33, 95% CI: 1.33–4.08 for male, OR: 2.83, 95% CI: 1.67–4.77 for female) were more likely to experience depression and anxiety symptoms compared to those ‘Rarely Engaging with Complaints’ and ‘Rarely Suppressing Emotion’, respectively. Additionally, there was an interactive relationship between those job characteristics. Our nationwide study demonstrates that mental health problems are incrementally related to how much service workers must engage with complaining customers and suppressing emotion at work. PMID:28216516

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

PubMed Central

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

2018-01-01

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

Determination of rate of customer focus in educational programs at Isfahan University of Medical Sciences(1) based on students' viewpoints.

PubMed

Shams, Assadollah; Yarmohammadian, Mohammad Hosein; Abbarik, Hadi Hayati

2012-01-01

Today, the challenges of quality improvement and customer focus as well as systems development are important and inevitable matters in higher education institutes. There are some highly competitive challenges among educational institutes, including accountability to social needs, increasing costs of education, diversity in educational methods and centers and their consequent increasing competition, and the need for adaptation of new information and knowledge to focus on students as the main customers. Hence, the purpose of this study was to determine the rate of costumer focus based on Isfahan University of Medical Sciences students' viewpoints and to suggest solutions to improve this rate. This was a cross-sectional study carried out in 2011. The statistical population included all the students of seven faculties of Isfahan University of Medical Sciences. According to statistical formulae, the sample size consisted of 384 subjects. Data collection tools included researcher-made questionnaire whose reliability was found to be 87% by Cronbach's alpha coefficient. Finally, using the SPSS statistical software and statistical methods of independent t-test and one-way analysis of variance (ANOVA), Likert scale based data were analyzed. The mean of overall score for customer focus (student-centered) of Isfahan University of Medical Sciences was 46.54. Finally, there was a relation between the mean of overall score for customer focus and gender, educational levels, and students' faculties. Researcher suggest more investigation between Medical University and others. It is a difference between medical sciences universities and others regarding the customer focus area, since students' gender must be considered as an effective factor in giving healthcare services quality. In order to improve the customer focus, it is essential to take facilities, field of study, faculties, and syllabus into consideration.

Impact of customized videotape education on quality of life in patients with chronic obstructive pulmonary disease.

PubMed

Petty, Thomas L; Dempsey, Edward C; Collins, Timothy; Pluss, William; Lipkus, Isaac; Cutter, Gary R; Chalmers, Robin; Mitchell, Amy; Weil, Kenneth C

2006-01-01

To compare the impact of a library of pulmonary rehabilitation videotapes versus an older videotape and usual care on quality of life and ability to perform activities of daily living in persons with chronic obstructive pulmonary disease. Two hundred fourteen patients diagnosed with chronic obstructive pulmonary disease, emphysema, or chronic bronchitis were recruited and randomized to receive customized videotapes, standard videotapes, or usual care. Outcome measures included the Fatigue Impact Scale, Seattle Obstructive Lung Disease Questionnaire, and the SF-36(R) Health Survey. Differences in coping skills and emotional functioning on the Seattle Obstructive Lung Disease Questionnaire were found among the 174 subjects who completed the study. The customized videotape group improved by 8.6 and 4.8 points, respectively, whereas the score of the other groups decreased by less than 1 point for the coping skills, and the scores of the standard video and the control groups decreased by 3.0 and 2.1 points, respectively, for emotional functioning (P < .05, all comparisons). The scores using the Fatigue Impact Scale also improved for the customized videotape group, whereas the scores of the others remained unchanged. Videotape users demonstrated better conversion to and retention of exercise habits, with over 80% of customized videotape subjects who reported exercise habits at baseline continuing the habits as compared with 40% in the usual care group. Sedentary subjects at baseline were more likely to begin and maintain exercise if randomized to videotapes. These findings demonstrate increased quality of life, lower fatigue, and better compliance with a prescribed exercise regimen among subjects using the customized videotapes. There was a significant improvement in emotional functioning and coping skills among customized videotape subjects.

Determination of rate of customer focus in educational programs at Isfahan University of Medical Sciences1 based on students’ viewpoints

PubMed Central

Shams, Assadollah; Yarmohammadian, Mohammad Hosein; Abbarik, Hadi Hayati

2012-01-01

Background: Today, the challenges of quality improvement and customer focus as well as systems development are important and inevitable matters in higher education institutes. There are some highly competitive challenges among educational institutes, including accountability to social needs, increasing costs of education, diversity in educational methods and centers and their consequent increasing competition, and the need for adaptation of new information and knowledge to focus on students as the main customers. Hence, the purpose of this study was to determine the rate of costumer focus based on Isfahan University of Medical Sciences students’ viewpoints and to suggest solutions to improve this rate. Materials and Methods: This was a cross-sectional study carried out in 2011. The statistical population included all the students of seven faculties of Isfahan University of Medical Sciences. According to statistical formulae, the sample size consisted of 384 subjects. Data collection tools included researcher-made questionnaire whose reliability was found to be 87% by Cronbach's alpha coefficient. Finally, using the SPSS statistical software and statistical methods of independent t-test and one-way analysis of variance (ANOVA), Likert scale based data were analyzed. Results: The mean of overall score for customer focus (student-centered) of Isfahan University of Medical Sciences was 46.54. Finally, there was a relation between the mean of overall score for customer focus and gender, educational levels, and students’ faculties. Researcher suggest more investigation between Medical University and others. Conclusion: It is a difference between medical sciences universities and others regarding the customer focus area, since students’ gender must be considered as an effective factor in giving healthcare services quality. In order to improve the customer focus, it is essential to take facilities, field of study, faculties, and syllabus into consideration. PMID:23555127

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.

Implementation of a custom time-domain firmware trigger for RADAR-based cosmic ray detection

NASA Astrophysics Data System (ADS)

Prohira, S.; Besson, D.; Kunwar, S.; Ratzlaff, K.; Young, R.

2018-05-01

Interest in Radio-based detection schemes for ultra-high energy cosmic rays (UHECR) has surged in recent years, owing to the potentially very low cost/detection ratio. The method of radio-frequency (RF) scatter has been proposed as potentially the most economical detection technology. Though the first dedicated experiment to employ this method, the Telescope Array RADAR experiment (TARA) reported no signal, efforts to develop more robust and sensitive trigger techniques continue. This paper details the development of a time-domain firmware trigger that exploits characteristics of the expected scattered signal from an UHECR extensive-air shower (EAS). The improved sensitivity of this trigger is discussed, as well as implementation in two separate field deployments from 2016 to 2017.

Adaptation of commercial microscopes for advanced imaging applications

NASA Astrophysics Data System (ADS)

Brideau, Craig; Poon, Kelvin; Stys, Peter

2015-03-01

Today's commercially available microscopes offer a wide array of options to accommodate common imaging experiments. Occasionally, an experimental goal will require an unusual light source, filter, or even irregular sample that is not compatible with existing equipment. In these situations the ability to modify an existing microscopy platform with custom accessories can greatly extend its utility and allow for experiments not possible with stock equipment. Light source conditioning/manipulation such as polarization, beam diameter or even custom source filtering can easily be added with bulk components. Custom and after-market detectors can be added to external ports using optical construction hardware and adapters. This paper will present various examples of modifications carried out on commercial microscopes to address both atypical imaging modalities and research needs. Violet and near-ultraviolet source adaptation, custom detection filtering, and laser beam conditioning and control modifications will be demonstrated. The availability of basic `building block' parts will be discussed with respect to user safety, construction strategies, and ease of use.

Test verification and design of the bicycle frame parameters

NASA Astrophysics Data System (ADS)

Zhang, Long; Xiang, Zhongxia; Luo, Huan; Tian, Guan

2015-07-01

Research on design of bicycles is concentrated on mechanism and auto appearance design, however few on matches between the bike and the rider. Since unreasonable human-bike relationship leads to both riders' worn-out joints and muscle injuries, the design of bicycles should focus on the matching. In order to find the best position of human-bike system, simulation experiments on riding comfort under different riding postures are done with the lifemode software employed to facilitate the cycling process as well as to obtain the best position and the size function of it. With BP neural network and GA, analyzing simulation data, conducting regression analysis of parameters on different heights and bike frames, the equation of best position of human-bike system is gained at last. In addition, after selecting testers, customized bikes based on testers' height dimensions are produced according to the size function. By analyzing and comparing the experimental data that are collected from testers when riding common bicycles and customized bicycles, it is concluded that customized bicycles are four times even six times as comfortable as common ones. The equation of best position of human-bike system is applied to improve bikes' function, and the new direction on future design of bicycle frame parameters is presented.

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

PubMed Central

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

2012-01-01

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

Implementing the Customer Contact Center: An Opportunity to Create a Valid Measurement System for Assessing and Improving a Library's Telephone Services

ERIC Educational Resources Information Center

Murphy, Sarah Anne; Cerqua, Judith

2012-01-01

A customer contact center offers academic libraries the ability to consistently improve their telephone, e-mail, and IM services. This paper discusses the establishment of a contact center and the benefits of implementing the contact center model at this institution. It then introduces a practical methodology for developing a valid measurement…

Strategic planning as a focus for continuous improvement. A case study

NASA Technical Reports Server (NTRS)

Oneill, John W.; Gordon-Winkler, Lyn

1992-01-01

What do most of the successful people and organizations in our world have in common? Instead of worrying about the future, they work to create it. They have a plan, or a vision of what they want to accomplish and they focus their efforts on success. Strategic planning has been described as a disciplined, ongoing process to produce fundamental decisions and actions that shape what an organization is, what it does, and how it will respond to a changing environment. This case study discussion will evaluate the relationship between strategic planning and Total Quality Management (TQM), or continuous improvement, through the experience of the NASA Johnson Space Center in developing a strategy for the future. That experience clearly illustrates the value of strategic planning in setting the framework and establishing the overall thrust of continuous improvement initiatives. Equally significant, the fundamentals of a quality culture such as strong customer and supplier partnerships, participative involvement, open communications, and ownership were essential in overcoming the challenges inherent in the planning process. A reinforced management commitment to the quality culture was a clear, long-term benefit.

Strategic planning as a focus for continuous improvement. A case study

NASA Astrophysics Data System (ADS)

Oneill, John W.; Gordon-Winkler, Lyn

What do most of the successful people and organizations in our world have in common? Instead of worrying about the future, they work to create it. They have a plan, or a vision of what they want to accomplish and they focus their efforts on success. Strategic planning has been described as a disciplined, ongoing process to produce fundamental decisions and actions that shape what an organization is, what it does, and how it will respond to a changing environment. This case study discussion will evaluate the relationship between strategic planning and Total Quality Management (TQM), or continuous improvement, through the experience of the NASA Johnson Space Center in developing a strategy for the future. That experience clearly illustrates the value of strategic planning in setting the framework and establishing the overall thrust of continuous improvement initiatives. Equally significant, the fundamentals of a quality culture such as strong customer and supplier partnerships, participative involvement, open communications, and ownership were essential in overcoming the challenges inherent in the planning process. A reinforced management commitment to the quality culture was a clear, long-term benefit.

American Recovery and Reinvestment Act of 2009. Interim Report on Customer Acceptance, Retention, and Response to Time-Based Rates from the Consumer Behavior Studies

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

Cappers, Peter; Hans, Liesel; Scheer, Richard

Time-based rate programs1, enabled by utility investments in advanced metering infrastructure (AMI), are increasingly being considered by utilities as tools to reduce peak demand and enable customers to better manage consumption and costs. There are several customer systems that are relatively new to the marketplace and have the potential for improving the effectiveness of these programs, including in-home displays (IHDs), programmable communicating thermostats (PCTs), and web portals. Policy and decision makers are interested in more information about customer acceptance, retention, and response before moving forward with expanded deployments of AMI-enabled new rates and technologies. Under the Smart Grid Investment Grantmore » Program (SGIG), the U.S. Department of Energy (DOE) partnered with several utilities to conduct consumer behavior studies (CBS). The goals involved applying randomized and controlled experimental designs for estimating customer responses more precisely and credibly to advance understanding of time-based rates and customer systems, and provide new information for improving program designs, implementation strategies, and evaluations. The intent was to produce more robust and credible analysis of impacts, costs, benefits, and lessons learned and assist utility and regulatory decision makers in evaluating investment opportunities involving time-based rates. To help achieve these goals, DOE developed technical guidelines to help the CBS utilities estimate customer acceptance, retention, and response more precisely.« less

Feasibility study of using statistical process control to customized quality assurance in proton therapy

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

Rah, Jeong-Eun; Oh, Do Hoon; Shin, Dongho

Purpose: To evaluate and improve the reliability of proton quality assurance (QA) processes and, to provide an optimal customized tolerance level using the statistical process control (SPC) methodology. Methods: The authors investigated the consistency check of dose per monitor unit (D/MU) and range in proton beams to see whether it was within the tolerance level of the daily QA process. This study analyzed the difference between the measured and calculated ranges along the central axis to improve the patient-specific QA process in proton beams by using process capability indices. Results: The authors established a customized tolerance level of ±2% formore » D/MU and ±0.5 mm for beam range in the daily proton QA process. In the authors’ analysis of the process capability indices, the patient-specific range measurements were capable of a specification limit of ±2% in clinical plans. Conclusions: SPC methodology is a useful tool for customizing the optimal QA tolerance levels and improving the quality of proton machine maintenance, treatment delivery, and ultimately patient safety.« less

Developing Personalized Sensorimotor Adaptability Countermeasures for Spaceflight

NASA Technical Reports Server (NTRS)

Mulavara, A. P.; Seidler, R. D.; Peters, B.; Cohen, H. S.; Wood, S.; Bloomberg, J. J.

2016-01-01

Astronauts experience sensorimotor disturbances during their initial exposure to microgravity and during the re-adaptation phase following a return to an Earth-gravitational environment. Interestingly, astronauts who return from spaceflight show substantial differences in their abilities to readapt to a gravitational environment. The ability to predict the manner and degree to which individual astronauts would be affected would improve the effectiveness of countermeasure training programs designed to enhance sensorimotor adaptability. In this paper we will be presenting results from our ground-based study that show how behavioral, brain imaging and genomic data may be used to predict individual differences in sensorimotor adaptability to novel sensorimotor environments. This approach will allow us to better design and implement sensorimotor adaptability training countermeasures against decrements in post-mission adaptive capability that are customized for each crewmember's sensory biases, adaptive capacity, brain structure, functional capacities, and genetic predispositions. The ability to customize adaptability training will allow more efficient use of crew time during training and will optimize training prescriptions for astronauts to ensure expected outcomes.

Dynamic thermomechanical response of bimaterial microcantilevers to periodic heating by infrared radiation.

PubMed

Kwon, Beomjin; Rosenberger, Matthew; Bhargava, Rohit; Cahill, David G; King, William P

2012-01-01

This paper investigates the dynamic thermomechanical response of bimaterial microcantilevers to periodic heating by an infrared laser operating at a wavelenegth of 10.35 μm. A model relates incident radiation, heat transfer, temperature distribution in the cantilever, and thermal expansion mismatch to find the cantilever displacement. Experiments were conducted on two custom-fabricated bimaterial cantilevers and two commercially available bimaterial microcantilevers. The cantilever response was measured as a function of the modulation frequency of the laser over the range of 0.01-30 kHz. The model and the method of cantilever displacement calibration can be applied for bimaterial cantilever with thick coating layer. The sensitivity and signal-to-noise of bimaterial cantilevers were evaluated in terms of either total incident power or incident flux. The custom-fabricated bimaterial cantilevers showed 9X or 190X sensitivity improvement compared to commercial cantilevers. The detection limit on incident flux is as small as 0.10 pW μm(-2) Hz(-1/2).

Becoming customer-driven: one health system's story.

PubMed

Bagnell, A

1998-01-01

Market research was done by Crozer-Keystone Health System to better understand the new health care consumer. The information will assist in developing, promoting, and delivering products and services of maximum value to current and prospective consumers. The system is responding by bundling and delivering products and services around consumer-based dimensions, developing new and better ways to improve customer convenience, access, and service. Operationalizing these initiatives for change involves building an information infrastructure of extensive content and customer databases, using new technologies to customize communications and ultimately service components.

Analysing Customer Opinions with Text Mining Algorithms

NASA Astrophysics Data System (ADS)

Consoli, Domenico

2009-08-01

Knowing what the customer thinks of a particular product/service helps top management to introduce improvements in processes and products, thus differentiating the company from their competitors and gain competitive advantages. The customers, with their preferences, determine the success or failure of a company. In order to know opinions of the customers we can use technologies available from the web 2.0 (blog, wiki, forums, chat, social networking, social commerce). From these web sites, useful information must be extracted, for strategic purposes, using techniques of sentiment analysis or opinion mining.

Research on the construction of three level customer service knowledge graph

NASA Astrophysics Data System (ADS)

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

2017-09-01

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

Focal-plane detector system for the KATRIN experiment

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

Amsbaugh, J. F.; Barrett, J.; Beglarian, A.

Here, the local plane detector system for the KArlsiuhe TRItium Neutrino (KATRIN) experiment consists of a multi-pixel silicon p-i-n-diode array, custom readout electronics, two superconducting solenoid magnets, an ultra high vacuum system, a high vacuum system, calibration and monitoring devices, a scintillating veto, and a custom data-acquisition system, It is designed to detect the low-energy electrons selected by the KATRIN main spectrometer. We describe the system and summarize its performance after its final installation.

Focal-plane detector system for the KATRIN experiment

DOE PAGES

Amsbaugh, J. F.; Barrett, J.; Beglarian, A.; ...

2015-01-09

Here, the local plane detector system for the KArlsiuhe TRItium Neutrino (KATRIN) experiment consists of a multi-pixel silicon p-i-n-diode array, custom readout electronics, two superconducting solenoid magnets, an ultra high vacuum system, a high vacuum system, calibration and monitoring devices, a scintillating veto, and a custom data-acquisition system, It is designed to detect the low-energy electrons selected by the KATRIN main spectrometer. We describe the system and summarize its performance after its final installation.

Smart Grid Maturity Model: SGMM Model Definition. Version 1.2

DTIC Science & Technology

2011-09-01

electricity (e.g., solar power and wind) to be connected to the grid. If this were the case, any excess generated electricity would flow onto the grid, and... solar panels to the grid or electric vehicles to the grid. CUST-4.7 A common residential customer experience has been integrated. This experience is...individual devices (e.g., appliances) has been deployed. CUST-5.3 Plug-and-play customer-based generation (e.g., wind and solar ) is supported. This

Weakest students benefit most from a customized educational experience for Generation Y students.

PubMed

Nalliah, Romesh P; Allareddy, Veerasathpurush

2014-01-01

Most current dental students were born in the 1980s and 1990s and are defined as Generation Y (Gen Y). The authors developed a customized educational experience that brought together some characteristics of Gen Y and the objective of this educational experience was to develop the critical thinking skills of Gen Y students. The objective of the current study is to evaluate outcomes from pre-session and post-session tests. Additionally, we wanted to integrate aspects of team-based learning, self-directed learning and peer-to-peer teaching as a means of reducing the need for intense faculty supervision but maintain positive educational outcomes. Single bitewing x-ray was displayed and informal class discussion was facilitated by a Senior Tutor. A list of questions and concepts that needed to be understood more clearly was made. Student groups self allocated research tasks to members. After conducting research, students presented to class and faculty facilitated discussions aiming to foster critical thinking and identify what information needed to be more thoroughly understood. Pre-session and post-session tests were conducted and compared. Students who scored below 85% in their pre-session test improved their score in the post-session test by a mean of 9.5 points (p = 0.02). Those who scored above 95% in their pre-session test scored less in the post-session test (mean reduction of 6.31 points, p = 0.001). Findings from this study demonstrate that the weakest students in the class (those who scored below 85% correct in the pre-session test) benefitted most from this unique educational experience.

CRM Meets the Campus

ERIC Educational Resources Information Center

Villano, Matt

2007-01-01

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

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…

Music Influences Hedonic and Taste Ratings in Beer

PubMed Central

Reinoso Carvalho, Felipe; Velasco, Carlos; van Ee, Raymond; Leboeuf, Yves; Spence, Charles

2016-01-01

The research presented here focuses on the influence of background music on the beer-tasting experience. An experiment is reported in which different groups of customers tasted a beer under three different conditions (N = 231). The control group was presented with an unlabeled beer, the second group with a labeled beer, and the third group with a labeled beer together with a customized sonic cue (a short clip from an existing song). In general, the beer-tasting experience was rated as more enjoyable with music than when the tasting was conducted in silence. In particular, those who were familiar with the band that had composed the song, liked the beer more after having tasted it while listening to the song, than those who knew the band, but only saw the label while tasting. These results support the idea that customized sound-tasting experiences can complement the process of developing novel beverage (and presumably also food) events. We suggest that involving musicians and researchers alongside brewers in the process of beer development, offers an interesting model for future development. Finally, we discuss the role of attention in sound-tasting experiences, and the importance that a positive hedonic reaction toward a song can have for the ensuing tasting experience. PMID:27199862

An application of locally linear model tree algorithm with combination of feature selection in credit scoring

NASA Astrophysics Data System (ADS)

Siami, Mohammad; Gholamian, Mohammad Reza; Basiri, Javad

2014-10-01

Nowadays, credit scoring is one of the most important topics in the banking sector. Credit scoring models have been widely used to facilitate the process of credit assessing. In this paper, an application of the locally linear model tree algorithm (LOLIMOT) was experimented to evaluate the superiority of its performance to predict the customer's credit status. The algorithm is improved with an aim of adjustment by credit scoring domain by means of data fusion and feature selection techniques. Two real world credit data sets - Australian and German - from UCI machine learning database were selected to demonstrate the performance of our new classifier. The analytical results indicate that the improved LOLIMOT significantly increase the prediction accuracy.

Customer service at MVD field offices : final report 544.

DOT National Transportation Integrated Search

2008-06-01

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

Incorporating conditional random fields and active learning to improve sentiment identification.

PubMed

Zhang, Kunpeng; Xie, Yusheng; Yang, Yi; Sun, Aaron; Liu, Hengchang; Choudhary, Alok

2014-10-01

Many machine learning, statistical, and computational linguistic methods have been developed to identify sentiment of sentences in documents, yielding promising results. However, most of state-of-the-art methods focus on individual sentences and ignore the impact of context on the meaning of a sentence. In this paper, we propose a method based on conditional random fields to incorporate sentence structure and context information in addition to syntactic information for improving sentiment identification. We also investigate how human interaction affects the accuracy of sentiment labeling using limited training data. We propose and evaluate two different active learning strategies for labeling sentiment data. Our experiments with the proposed approach demonstrate a 5%-15% improvement in accuracy on Amazon customer reviews compared to existing supervised learning and rule-based methods. Copyright © 2014 Elsevier Ltd. All rights reserved.

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

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

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

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

Increasing your HCAHPS scores with Extreme Customer Service.

PubMed

Clouarte, Joe

2016-10-01

Providing great customer service is extremely critical in the healthcare setting, especially when it comes to HCAHBPS (Hospital Consumer Assessment of Health care Providers and Systems) scores, the author says. While there are several service training programs within healthcare, they often require six to eight minutes of interaction with patients or guests. This works well for clinical staff, he says, but when it comes to non-clinical staff, including security officers, many times they only have fifteen or thirty seconds to create positive patient or guest experience. In this article he describes Extreme Customer Service © a program he has developed to fill that customer gap for non-clinical staff.

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

PubMed

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

2015-01-01

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

Emotion Analysis of Telephone Complaints from Customer Based on Affective Computing

PubMed Central

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

2015-01-01

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

Revamping EAGLE-I and experiences during Hurricanes Harvey and Irma

NASA Astrophysics Data System (ADS)

Sanyal, J.; Chinthavali, S.; Myers, A.; Newby, S.; Redmon, D.

2017-12-01

EAGLE-I, the Environment for Analysis of Geo-Located Energy Information) is an operational system for the U.S. Department of Energy's Office of Electricity Delivery and Energy Reliability (OE), Infrastructure Security and Energy Restoration (ISER) division to provide near real-time situational awareness of the nation's energy sector. The system geospatially maps energy assets and systems in electricity, oil and natural gas, petroleum, and coal, and tie together a variety of data sources into one visualization platform. The system serves the needs of the ESF#12 (Emergency Support Function - Energy) community and has users from FEMA, USDA, DHS, and other federal and state emergency response agencies. During the hurricane season, the EAGLE-I team improved the coverage of electric customers in areas where the hurricanes were expected to make landfall, provided custom reports for Puerto Rico using whatever data was available, and supported various requests for data during the events. Various attempts were also made to establish a direct contact with utilities. Acute shortage of information was felt as utility systems went down, particularly in the territories, which led to considerations of using indirect mechanisms such as processing night lights imagery. As the EAGLE-I system undergoes a significant modernization, these experiences have helped understand and guide priorities in the modernization.

Barriers and Opportunities to Broader Adoption of Integrated Demand Side Management at Electric Utilities: A Scoping Study

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

Potter, Jennifer; Stuart, Elizabeth; Cappers, P

Integrated demand-side management (IDSM) is a strategic approach to designing and delivering a portfolio of demand side management (DSM) programs to customers. IDSM typically delivers customer centric strategies with the goal of increasing the amount of DSM in the field, but doing so in a way that integrates various measures and technologies to improve their collective performance and/or penetration. Specifically, IDSM can be defined as the integrated or coordinated delivery of three or more of: (1) energy efficiency (EE), (2) demand response (DR), (3) distributed generation (DG), (4) storage, (5) electric vehicle (EV) technologies, and (6) time-based rate programs tomore » residential and commercial electric utility customers. The electric industry’s limited experience deploying IDSM to date suggests that significant barriers may exist. A Berkeley Lab report “Barriers and Opportunities to Broader Adoption of Integrated Demand Side Management at Electric Utilities: A Scoping Study” explores recent electric utility experience with IDSM to provide an assessment of the barriers and potential benefits perceived or experienced by program administrators in their attempts to implement integrated programs. The research draws on surveys and interviews with eleven staff from a sample of eight DSM program administrators and program implementers who were currently implementing or had previously attempted to implement an IDSM program or initiative. Respondents provided their perspectives on drivers for IDSM and barriers to broader deployment. They also reported on actions they had undertaken to promote expanded delivery of IDSM and provided their assessments of the most important under-tapped opportunities for expanding IDSM efforts, both for program administrator and regulatory organizations.« less

Balance Calibration – A Method for Assigning a Direct-Reading Uncertainty to an Electronic Balance.

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

Mike Stears

2010-07-01

Paper Title: Balance Calibration – A method for assigning a direct-reading uncertainty to an electronic balance. Intended Audience: Those who calibrate or use electronic balances. Abstract: As a calibration facility, we provide on-site (at the customer’s location) calibrations of electronic balances for customers within our company. In our experience, most of our customers are not using their balance as a comparator, but simply putting an unknown quantity on the balance and reading the displayed mass value. Manufacturer’s specifications for balances typically include specifications such as readability, repeatability, linearity, and sensitivity temperature drift, but what does this all mean when themore » balance user simply reads the displayed mass value and accepts the reading as the true value? This paper discusses a method for assigning a direct-reading uncertainty to a balance based upon the observed calibration data and the environment where the balance is being used. The method requires input from the customer regarding the environment where the balance is used and encourages discussion with the customer regarding sources of uncertainty and possible means for improvement; the calibration process becomes an educational opportunity for the balance user as well as calibration personnel. This paper will cover the uncertainty analysis applied to the calibration weights used for the field calibration of balances; the uncertainty is calculated over the range of environmental conditions typically encountered in the field and the resulting range of air density. The temperature stability in the area of the balance is discussed with the customer and the temperature range over which the balance calibration is valid is decided upon; the decision is based upon the uncertainty needs of the customer and the desired rigor in monitoring by the customer. Once the environmental limitations are decided, the calibration is performed and the measurement data is entered into a custom spreadsheet. The spreadsheet uses measurement results, along with the manufacturer’s specifications, to assign a direct-read measurement uncertainty to the balance. The fact that the assigned uncertainty is a best-case uncertainty is discussed with the customer; the assigned uncertainty contains no allowance for contributions associated with the unknown weighing sample, such as density, static charges, magnetism, etc. The attendee will learn uncertainty considerations associated with balance calibrations along with one method for assigning an uncertainty to a balance used for non-comparison measurements.« less

[Responses to customer complaints at commercial laboratories].

PubMed

Honma, M

1997-10-01

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

The security concern on internet banking adoption among Malaysian banking customers.

PubMed

Sudha, Raju; Thiagarajan, A S; Seetharaman, A

2007-01-01

The existing literatures highlights that the security is the primary factor which determines the adoption of Internet banking technology. The secondary information on Internet banking development in Malaysia shows a very slow growth rate. Hence, this study aims to study the banking customers perception towards security concern and Internet banking adoption through the information collected from 150 sample respondents. The data analysis reveals that the customers have much concern about security and privacy issue in adoption of Internet banking, whether the customers are adopted Internet banking or not. Hence, it infers that to popularize Internet banking system there is a need for improvement in security and privacy issue among the banking customers.

Choice, perceived control, and customer satisfaction: the psychology of online service recovery.

PubMed

Chang, Chia-Chi

2008-06-01

Service failures and consequent recoveries have been identified as critical determinants of customer retention. Therefore, effective service recovery programs warrant further exploration, particularly in the online shopping environment, where consumers can receive immediate and tangible service recovery. The results of the present study suggest that by providing a choice of recovery options, customers' sense of control is increased, as is their satisfaction with the particular recovery efforts and their overall satisfaction with the entire service experience. Also, service importance accentuated the impact of choice on perceived control. Specifically, when the service was of greater importance, giving customers a choice of recovery options augmented customers' sense of control more than when the service was of lesser importance. The implications of the findings are also discussed.

Learning Mechanisms in Multidisciplinary Teamwork with Real Customers and Open-Ended Problems

ERIC Educational Resources Information Center

Heikkinen, Juho; Isomöttönen, Ville

2015-01-01

Recently, there has been a trend towards adding a multidisciplinary or multicultural element to traditional monodisciplinary project courses in computing and engineering. In this article, we examine the implications of multidisciplinarity for students' learning experiences during a one-semester project course for real customers. We use a…

University to Community and Back: Creating a Customer Focused Process.

ERIC Educational Resources Information Center

Martin-Milius, Tara

This paper examines ways in which university extension programs can become more customer-focused in the courses and services that they deliver, focusing on the experiences of the University of California Extension, Santa Cruz. Extension programs can increase their effectiveness by: (1) establishing partnerships with other service organizations,…

TQM for Libraries.

ERIC Educational Resources Information Center

Rux, Paul

1993-01-01

Discussion of the application of TQM (Total Quality Management) to libraries addresses planning based on customer needs and use of the scientific method to evaluate customer satisfaction. A TQM experiment at Marquette Middle School (Wisconsin) is examined, and ways that TQM was used to meet the needs of homeless students are described. (MES)

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

NASA Astrophysics Data System (ADS)

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

2017-04-01

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

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.

Customized versus population-based birth weight charts for the detection of neonatal growth and perinatal morbidity in a cross-sectional study of term neonates.

PubMed

Carberry, Angela E; Raynes-Greenow, Camille H; Turner, Robin M; Jeffery, Heather E

2013-10-15

Customized birth weight charts that incorporate maternal characteristics are now being adopted into clinical practice. However, there is controversy surrounding the value of these charts in the prediction of growth and perinatal outcomes. The objective of this study was to assess the use of customized charts in predicting growth, defined by body fat percentage, and perinatal morbidity. A total of 581 term (≥37 weeks' gestation) neonates born in Sydney, Australia, in 2010 were included. Body fat percentage measurements were taken by using air displacement plethysmography. Objective composite measurements of perinatal morbidity were used to identify neonates who had poor outcomes; these data were extracted from medical records. The value of customized charts was assessed by calculating positive predictive values, negative predictive values, and odds ratios with 95% confidence intervals. Customized versus population-based charts did not improve the prediction of either low body fat percentage (59% vs. 66% positive predictive value and 87% vs. 89% negative predictive value, respectively) or high body fat percentage (48% vs. 53% positive predictive value and 90% vs. 89% negative predictive value, respectively). Customized charts were not better than population-based charts at predicting perinatal morbidity (for customized charts, odds ratio = 1.02, 95% confidence interval: 1.01, 1.04; for population-based charts, odds ratio = 1.03, 95% confidence interval: 1.01, 1.05) per percentile decrease in birth weight. Customized birth weight charts do not provide significant improvements over population-based charts in predicting neonatal growth and morbidity.

Performance of the score systems Acute Physiology and Chronic Health Evaluation II and III at an interdisciplinary intensive care unit, after customization

PubMed Central

Markgraf, Rainer; Deutschinoff, Gerd; Pientka, Ludger; Scholten, Theo; Lorenz, Cristoph

2001-01-01

Background: Mortality predictions calculated using scoring scales are often not accurate in populations other than those in which the scales were developed because of differences in case-mix. The present study investigates the effect of first-level customization, using a logistic regression technique, on discrimination and calibration of the Acute Physiology and Chronic Health Evaluation (APACHE) II and III scales. Method: Probabilities of hospital death for patients were estimated by applying APACHE II and III and comparing these with observed outcomes. Using the split sample technique, a customized model to predict outcome was developed by logistic regression. The overall goodness-of-fit of the original and the customized models was assessed. Results: Of 3383 consecutive intensive care unit (ICU) admissions over 3 years, 2795 patients could be analyzed, and were split randomly into development and validation samples. The discriminative powers of APACHE II and III were unchanged by customization (areas under the receiver operating characteristic [ROC] curve 0.82 and 0.85, respectively). Hosmer-Lemeshow goodness-of-fit tests showed good calibration for APACHE II, but insufficient calibration for APACHE III. Customization improved calibration for both models, with a good fit for APACHE III as well. However, fit was different for various subgroups. Conclusions: The overall goodness-of-fit of APACHE III mortality prediction was improved significantly by customization, but uniformity of fit in different subgroups was not achieved. Therefore, application of the customized model provides no advantage, because differences in case-mix still limit comparisons of quality of care. PMID:11178223

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

PubMed

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

2017-01-01

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

Improving Balance in TBI Using a Low-Cost Customized Virtual Reality Rehabilitation Tool

DTIC Science & Technology

2017-10-01

AWARD NUMBER: W81XWH-14-2-0150 TITLE: Improving Balance in TBI Using a Low- Cost Customized Virtual Reality Rehabilitation Tool PRINCIPAL...PREPARED FOR: U.S. Army Medical Research and Materiel Command Fort Detrick, Maryland 21702-5012 DISTRIBUTION STATEMENT: Approved for Public ...DOCUMENTATION PAGE Form Approved OMB No. 0704-0188 Public reporting burden for this collection of information is estimated to average 1 hour per

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

NASA Astrophysics Data System (ADS)

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

2001-04-01

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

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

DTIC Science & Technology

2008-07-14

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

A comprehensive custom panel design for routine hereditary cancer testing: preserving control, improving diagnostics and revealing a complex variation landscape.

PubMed

Castellanos, Elisabeth; Gel, Bernat; Rosas, Inma; Tornero, Eva; Santín, Sheila; Pluvinet, Raquel; Velasco, Juan; Sumoy, Lauro; Del Valle, Jesús; Perucho, Manuel; Blanco, Ignacio; Navarro, Matilde; Brunet, Joan; Pineda, Marta; Feliubadaló, Lidia; Capellá, Gabi; Lázaro, Conxi; Serra, Eduard

2017-01-04

We wanted to implement an NGS strategy to globally analyze hereditary cancer with diagnostic quality while retaining the same degree of understanding and control we had in pre-NGS strategies. To do this, we developed the I2HCP panel, a custom bait library covering 122 hereditary cancer genes. We improved bait design, tested different NGS platforms and created a clinically driven custom data analysis pipeline. The I2HCP panel was developed using a training set of hereditary colorectal cancer, hereditary breast and ovarian cancer and neurofibromatosis patients and reached an accuracy, analytical sensitivity and specificity greater than 99%, which was maintained in a validation set. I2HCP changed our diagnostic approach, involving clinicians and a genetic diagnostics team from panel design to reporting. The new strategy improved diagnostic sensitivity, solved uncertain clinical diagnoses and identified mutations in new genes. We assessed the genetic variation in the complete set of hereditary cancer genes, revealing a complex variation landscape that coexists with the disease-causing mutation. We developed, validated and implemented a custom NGS-based strategy for hereditary cancer diagnostics that improved our previous workflows. Additionally, the existence of a rich genetic variation in hereditary cancer genes favors the use of this panel to investigate their role in cancer risk.

Modernizing Distribution System Restoration to Achieve Grid Resiliency Against Extreme Weather Events: An Integrated Solution

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

Chen, Chen; Wang, Jianhui; Ton, Dan

Recent severe power outages caused by extreme weather hazards have highlighted the importance and urgency of improving the resilience of the electric power grid. As the distribution grids still remain vulnerable to natural disasters, the power industry has focused on methods of restoring distribution systems after disasters in an effective and quick manner. The current distribution system restoration practice for utilities is mainly based on predetermined priorities and tends to be inefficient and suboptimal, and the lack of situational awareness after the hazard significantly delays the restoration process. As a result, customers may experience an extended blackout, which causes largemore » economic loss. On the other hand, the emerging advanced devices and technologies enabled through grid modernization efforts have the potential to improve the distribution system restoration strategy. However, utilizing these resources to aid the utilities in better distribution system restoration decision-making in response to extreme weather events is a challenging task. Therefore, this paper proposes an integrated solution: a distribution system restoration decision support tool designed by leveraging resources developed for grid modernization. We first review the current distribution restoration practice and discuss why it is inadequate in response to extreme weather events. Then we describe how the grid modernization efforts could benefit distribution system restoration, and we propose an integrated solution in the form of a decision support tool to achieve the goal. The advantages of the solution include improving situational awareness of the system damage status and facilitating survivability for customers. The paper provides a comprehensive review of how the existing methodologies in the literature could be leveraged to achieve the key advantages. The benefits of the developed system restoration decision support tool include the optimal and efficient allocation of repair crews and resources, the expediting of the restoration process, and the reduction of outage durations for customers, in response to severe blackouts due to extreme weather hazards.« less

An Assessment of Customer Satisfaction: Using Patient Information for Quality Improvement Tripler Army Medical Center Hawaii

DTIC Science & Technology

1993-05-01

consumers . The primary external customers of a hospital are the patients , third party...34ultimate consumer " of health care -- the patient (Labovitz, 1991). Therefore, this study focused on the " patient " as the basis for measuring the needs...overlooked. Measuring Customer Satisfaction McMillan (1987) cautions health care organizations that the lack of patient complaints does not necessarily

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.

Customer quality and type 2 diabetes from the patients' perspective: a cross-sectional study.

PubMed

Tabrizi, Jafar S; Wilson, Andrew J; O'Rourke, Peter K

2010-12-18

Quality in health care can be seen as having three principal dimensions: service, technical and customer quality. This study aimed to measure Customer Quality in relation to self-management of Type 2 diabetes. A cross-sectional survey of 577 Type 2 diabetes people was carried out in Australia. The 13-item Patient Activation Measure was used to evaluate Customer Quality based on self-reported knowledge, skills and confidence in four stages of self-management. All statistical analyses were conducted using SPSS 13.0. All participants achieved scores at the level of stage 1, but ten percent did not achieve score levels consistent with stage 2 and a further 16% did not reach the actual action stage. Seventy-four percent reported capacity for taking action for self-management and 38% reported the highest Customer Quality score and ability to change the action by changing health and environment. Participants with a higher education attainment, better diabetes control status and those who maintain continuity of care reported a higher Customer Quality score, reflecting higher capacity for self-management. Specific capacity building programs for health care providers and people with Type 2 diabetes are needed to increase their knowledge and skills; and improve their confidence to self-management, to achieve improved quality of delivered care and better health outcomes.

Characteristics of a semi-custom library development system

NASA Technical Reports Server (NTRS)

Yancey, M.; Cannon, R.

1990-01-01

Standard cell and gate array macro libraries are in common use with workstation computer aided design (CAD) tools for application specific integrated circuit (ASIC) semi-custom application and have resulted in significant improvements in the overall design efficiencies as contrasted with custom design methodologies. Similar design methodology enhancements in providing for the efficient development of the library cells is an important factor in responding to the need for continuous technology improvement. The characteristics of a library development system that provides design flexibility and productivity enhancements for the library development engineer as he provides libraries in the state-of-the-art process technologies are presented. An overview of Gould's library development system ('Accolade') is also presented.

Improving INPE'S balloon ground facilities for operation of the protoMIRAX experiment

NASA Astrophysics Data System (ADS)

Mattiello-Francisco, F.; Rinke, E.; Fernandes, J. O.; Cardoso, L.; Cardoso, P.; Braga, J.

2014-10-01

The system requirements for reusing the scientific balloon ground facilities available at INPE were a challenge to the ground system engineers involved in the protoMIRAX X-ray astronomy experiment. A significant effort on software updating was required for the balloon ground station. Considering that protoMIRAX is a pathfinder for the MIRAX satellite mission, a ground infrastructure compatible with INPE's satellite operation approach would be useful and highly recommended to control and monitor the experiment during the balloon flights. This approach will make use of the SATellite Control System (SATCS), a software-based architecture developed at INPE for satellite commanding and monitoring. SATCS complies with particular operational requirements of different satellites by using several customized object-oriented software elements and frameworks. We present the ground solution designed for protoMIRAX operation, the Control and Reception System (CRS). A new server computer, properly configured with Ethernet, has extended the existing ground station facilities with switch, converters and new software (OPS/SERVER) in order to support the available uplink and downlink channels being mapped to TCP/IP gateways required by SATCS. Currently, the CRS development is customizing the SATCS for the kernel functions of protoMIRAX command and telemetry processing. Design-patterns, component-based libraries and metadata are widely used in the SATCS in order to extend the frameworks to address the Packet Utilization Standard (PUS) for ground-balloon communication, in compliance with the services provided by the data handling computer onboard the protoMIRAX balloon.

Improving Customer Waiting Time at a DMV Center Using Discrete-Event Simulation

NASA Technical Reports Server (NTRS)

Arnaout, Georges M.; Bowling, Shannon

2010-01-01

Virginia's Department of Motor Vehicles (DMV) serves a customer base of approximately 5.6 million licensed drivers and ID card holders and 7 million registered vehicle owners. DMV has more daily face-to-face contact with Virginia's citizens than any other state agency [1]. The DMV faces a major difficulty in keeping up with the excessively large customers' arrival rate. The consequences are queues building up, stretching out to the entrance doors (and sometimes even outside) and customers complaining. While the DMV state employees are trying to serve at their fastest pace, the remarkably large queues indicate that there is a serious problem that the DMV faces in its services, which must be dealt with rapidly. Simulation is considered as one of the best tools for evaluating and improving complex systems. In this paper, we use it to model one of the DMV centers located in Norfolk, VA. The simulation model is modeled in Arena 10.0 from Rockwell systems. The data used is collected from experts of the DMV Virginia headquarter located in Richmond. The model created was verified and validated. The intent of this study is to identify key problems causing the delays at the DMV centers and suggest possible solutions to minimize the customers' waiting time. In addition, two tentative hypotheses aiming to improve the model's design are tested and validated.

Modeling the Effect of Enlarging Seating Room on Passengers' Preference of Taiwan's Domestic Airlines

NASA Technical Reports Server (NTRS)

Lu, Jin-Long; Tsai, Li-Non

2003-01-01

This study addresses the need for measuring the effect of enlarging seating room in airplane on passengers' preferences of airline in Taiwan. The results can assist Taiwan's domestic air carriers in better understanding their customers' expectations. Stated choice experiment is used to incorporate passengers' trade-offs in the preferred measurement, and three major attributes are taken into account in the stated choice experiment: (1) type of seat (enlarged or not), (2) price, and (3) brand names of airlines. Furthermore, a binary logit model is used to model the choice behavior of air passengers. The findings show that the type of seat is a major significant variable; price and airline's brand are also significant as well. It concludes that air carriers should put more emphasis on the issue of improving the quality of seat comfort. Keywords: Passengers' preference, Enlarged seating room, Stated choice experiment, Binary logit model.

Adaptive Optics Analysis of Visual Benefit with Higher-order Aberrations Correction of Human Eye - Poster Paper

NASA Astrophysics Data System (ADS)

Xue, Lixia; Dai, Yun; Rao, Xuejun; Wang, Cheng; Hu, Yiyun; Liu, Qian; Jiang, Wenhan

2008-01-01

Higher-order aberrations correction can improve visual performance of human eye to some extent. To evaluate how much visual benefit can be obtained with higher-order aberrations correction we developed an adaptive optics vision simulator (AOVS). Dynamic real time optimized modal compensation was used to implement various customized higher-order ocular aberrations correction strategies. The experimental results indicate that higher-order aberrations correction can improve visual performance of human eye comparing with only lower-order aberration correction but the improvement degree and higher-order aberration correction strategy are different from each individual. Some subjects can acquire great visual benefit when higher-order aberrations were corrected but some subjects acquire little visual benefit even though all higher-order aberrations were corrected. Therefore, relative to general lower-order aberrations correction strategy, customized higher-order aberrations correction strategy is needed to obtain optimal visual improvement for each individual. AOVS provides an effective tool for higher-order ocular aberrations optometry for customized ocular aberrations correction.

Customized, Miniature Rapid-Prototype Stereotactic Frames for Use in Deep Brain Stimulator Surgery: Initial Clinical Methodology and Experience from 263 Patients from 2002 to 2008

PubMed Central

Konrad, Peter E.; Neimat, Joseph S.; Yu, Hong; Kao, Chris C.; Remple, Michael S.; D'Haese, Pierre-François; Dawant, Benoit M.

2011-01-01

Background The microTargeting™ platform (MTP) stereotaxy system (FHC Inc., Bowdoin, Me., USA) was FDA approved in 2001 utilizing rapid-prototyping technology to create custom platforms for human stereotaxy procedures. It has also been called the STarFix (surgical targeting fixture) system since it is based on the concept of a patient- and procedure-specific surgical fixture. This is an alternative stereotactic method by which planned trajectories are incorporated into custom-built, miniature stereotactic platforms mounted onto bone fiducial markers. Our goal is to report the clinical experience with this system over a 6-year period. Methods We present the largest reported series of patients who underwent deep brain stimulation (DBS) implantations using customized rapidly prototyped stereotactic frames (MTP). Clinical experience and technical features for the use of this stereotactic system are described. Final lead location analysis using postoperative CT was performed to measure the clinical accuracy of the stereotactic system. Results Our series included 263 patients who underwent 284 DBS implantation surgeries at one institution over a 6-year period. The clinical targeting error without accounting for brain shift in this series was found to be 1.99 mm (SD 0.9). Operating room time was reduced through earlier incision time by 2 h per case. Conclusion Customized, miniature stereotactic frames, namely STarFix platforms, are an acceptable and efficient alternative method for DBS implantation. Its clinical accuracy and outcome are comparable to those associated with traditional stereotactic frame systems. PMID:21160241

The primacy of the patient and family in a quality-improvement environment.

PubMed

Walker, J K

1995-09-01

The primary customers of health care services are the patient and family. It is important to adopt a mission and philosophy that put the patient and family at the center of all quality improvement programs. The principles put forth by Deming in his 14 points can be applied to patient-focused quality improvement measures. Creating a foundation for the professional practice of nursing and using and expanding tools that are already in use can help care providers meet the needs of their customers and help people to live healthier, better lives.

Customizing a clinical data warehouse for housestaff education in practice-based learning and improvement.

PubMed

Lyman, J; Schorling, J; May, N; Scully, K; Sarafian, N; Nadkarni, M; Voss, J

2006-01-01

We developed Systems and Practice Analysis for Resident Competencies (SPARC), a Web-based tool to support teaching the practice-based learning and improvement (PBLI) ACGME competencies. SPARC allows Department of Medicine residents to explore de-identified, population-based data about their patient panels with peer comparisons. Data primarily comes from an existing data warehouse that has been customized for this application. Our preliminary evaluation suggests that it improves residents' abilities in PBLI, is easy to use, and perceived as important and useful by the housestaff.

Customizing a Clinical Data Warehouse for Housestaff Education in Practice-Based Learning and Improvement

PubMed Central

Lyman, J; Schorling, J; May, N; Scully, K; Sarafian, N; Nadkarni, M; Voss, J

2006-01-01

We developed Systems and Practice Analysis for Resident Competencies (SPARC), a Web-based tool to support teaching the practice-based learning and improvement (PBLI) ACGME competencies. SPARC allows Department of Medicine residents to explore de-identified, population-based data about their patient panels with peer comparisons. Data primarily comes from an existing data warehouse that has been customized for this application. Our preliminary evaluation suggests that it improves residents' abilities in PBLI, is easy to use, and is perceived as important and useful by the housestaff. PMID:17238636

Evaluation of User Satisfaction in Public Residential Housing - A Case Study in the Outskirts of Naples, Italy

NASA Astrophysics Data System (ADS)

Forte, Fabiana; Russo, Yvonne

2017-10-01

Nowadays the quality of homes and social life are two closely interacting categories which require a more careful interpretation of the users’ needs. Their opinions, expectations and “desires” have to be incorporated into both the design and evaluation processes. With specific reference to the experiences of public housing, the practice of “user satisfaction” should be increasingly incorporated during the ex-post (or monitoring) evaluation in order to verify the quality and validity of the service offered, thus activating a real co-participation of the user in the creation and improvement of the housing service. It is well-known that the principle of customer satisfaction derives from the field of marketing as a tool to evaluate how and how much the products/services offered meet the needs of the consumers. In the field of the construction industry, customer satisfaction has been incorporated into the “Post-Occupation Evaluation”, an evaluation tool of the performance of the building “in use” through the combination of objective and subjective variables expressed by the occupiers. Widely used since the 1970s in Anglo-Saxon countries, Italy is still struggling to find a systematic implementation. In this perspective, the article presents an application of the customer satisfaction method for the identification of some interventions aimed at improving the quality of a complex of public residential housing localized in Ponticelli, the second most populated district in the outskirts of the metropolitan city of Naples, in the Campania Region (Italy). Following a synthetic introduction of the theme and the explanation of the object of evaluation, the article discusses the methodology and the results, focalizing on some intervention hypotheses verified in terms of economic sustainability.

Experience measuring performance improvement in multiphase picture archiving and communications systems implementations.

PubMed

Reed, G; Reed, D H

1999-05-01

When planning a picture archiving and communications system (PACS) implementation and determining which equipment will be implemented in earlier and later phases, collection and analysis of selected data will aid in setting implementation priorities. If baseline data are acquired relative to performance objectives, the same information used for implementation planning can be used to measure performance improvement and outcomes. The main categories of data to choose from are: (1) financial data; (2) productivity data; (3) operational parameters; (4) clinical data; and (5) information about customer satisfaction. In the authors' experience, detailed workflow data have not proved valuable in measuring PACS performance and outcomes. Reviewing only one category of data in planning will not provide adequate basis for targeting operational improvements that will lead to the most significant gains. Quality improvement takes into account all factors in production: human capacity, materials, operating capital and assets. Once we have identified key areas of focus for quality improvement in each phase, we can translate objectives into implementation requirements and finally into detailed functional and performance requirements. Here, Integration Resources reports its experience measuring PACS performance relative to phased implementation strategies for three large medical centers. Each medical center had its own objectives for overcoming image management, physical/geographical, and functional/technical barriers. The report outlines (1) principal financial and nonfinancial measures used as performance indicators; (2) implementation strategies chosen by each of the three medical centers; and (3) the results of those strategies as compared with baseline data.

Operational Implementation of Space Debris Mitigation Procedures

NASA Astrophysics Data System (ADS)

Gicquel, Anne-Helene; Bonaventure, Francois

2013-08-01

During the spacecraft lifetime, Astrium supports its customers to manage collision risks alerts from the Joint Space Operations Center (JSpOC). This was previously done with hot-line support and a manual operational procedure. Today, it is automated and integrated in QUARTZ, the Astrium Flight Dynamics operational tool. The algorithms and process details for this new 5- step functionality are provided in this paper. To improve this functionality, some R&D activities such as the study of dilution phenomenon and low relative velocity encounters are going on. Regarding end of life disposal, recent operational experiences as well as studies results are presented.

Tactile Gloves for Autonomous Grasping With the NASA/DARPA Robonaut

NASA Technical Reports Server (NTRS)

Martin, T. B.; Ambrose, R. O.; Diftler, M. A.; Platt, R., Jr.; Butzer, M. J.

2004-01-01

Tactile data from rugged gloves are providing the foundation for developing autonomous grasping skills for the NASA/DARPA Robonaut, a dexterous humanoid robot. These custom gloves compliment the human like dexterity available in the Robonaut hands. Multiple versions of the gloves are discussed, showing a progression in using advanced materials and construction techniques to enhance sensitivity and overall sensor coverage. The force data provided by the gloves can be used to improve dexterous, tool and power grasping primitives. Experiments with the latest gloves focus on the use of tools, specifically a power drill used to approximate an astronaut's torque tool.

Report: Controls and Oversight Needed to Improve Administration of EPA’s Customer Service Lines

EPA Pesticide Factsheets

Report #13-P-0432, September 26, 2013. The EPA has a variety of resources—including telephone hotlines, Web clearinghouses, and other online reference information—which the OIG has categorized as customer service lines (CSLs).

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.

Tailored logistics: the next advantage.

PubMed

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

1993-01-01

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

Pharmacy Customers’ Experiences With Electronic Prescriptions: Cross-Sectional Survey on Nationwide Implementation in Finland

PubMed Central

Timonen, Johanna; Ahonen, Riitta

2018-01-01

Background One of the forerunners in electronic health, Finland has introduced electronic prescriptions (ePrescriptions) nationwide by law. This has led to significant changes for pharmacy customers. Despite the worldwide ambition to develop ePrescription services, there are few reports of nationally adopted systems and particularly on the experiences of pharmacy customers. Objective The aim of this study was to investigate Finnish pharmacy customers’ (1) experiences with purchasing medicines with ePrescriptions; (2) experiences with renewing ePrescriptions and acting on behalf of someone else at the pharmacy; (3) ways in which customers keep up to date with their ePrescriptions; and (4) overall satisfaction with ePrescriptions. Methods Questionnaires were distributed to 2913 pharmacy customers aged ≥18 years purchasing prescription medicines for themselves with an ePrescription in 18 community pharmacies across Finland in autumn 2015. Customers’ experiences were explored with 10 structured questions. The data were stored in SPSS for Windows and subjected to descriptive analysis, chi-square, Fisher exact, Kolmogorov-Smirnov, the Mann-Whitney U, and Kruskal-Wallis tests. Results Completed questionnaires were returned by 1288 customers, a response rate of 44.19% (1288/2913). The majority of the respondents did not encounter any problems during pharmacy visits (1161/1278, 90.85%) and were informed about the current status of their ePrescriptions after their medication was dispensed (1013/1276, 79.44%). Over half of the respondents had usually received a patient instruction sheet from their physician (752/1255, 59.92%), and nearly all of them regarded its content as clear (711/724, 98.2%). Half of the respondents had renewed their ePrescriptions through the pharmacy (645/1281, 50.35%), and one-third of them had acted on behalf of someone else with ePrescriptions (432/1280, 33.75%). Problems were rarely encountered in the renewal process (49/628, 7.8%) or when acting on behalf of another person (25/418, 6.0%) at the pharmacy. The most common way of keeping up to date with ePrescriptions was to ask at the pharmacy (631/1278, 49.37%). The vast majority of the respondents were satisfied with ePrescriptions as a whole (1221/1274, 95.84%). Conclusions Finnish pharmacy customers are satisfied with the recently implemented nationwide ePrescription system. They seldom have any difficulties purchasing medicines, renewing their ePrescriptions, or acting on behalf of someone else at the pharmacy. Customers usually keep up to date with their ePrescriptions by asking at the pharmacy. However, some customers are unaware of the practices or have difficulty keeping up to date with the status of their ePrescriptions. The provision of relevant information and assistance by health care professionals is therefore required to promote customers’ adoption of the ePrescription system. PMID:29475826

Comprehensive Family Services and customer satisfaction outcomes.

PubMed

Huebner, Ruth A; Jones, Blake L; Miller, Viola P; Custer, Melba; Critchfield, Becky

2006-01-01

Comprehensive Family Services (CFS) is a strengths-based and partnership-oriented approach to casework implemented through multiple initiatives. This study examines the relationship between the practice of CFS and satisfaction of clients, foster parents, and community partners. CFS indicators are paired with statewide customer satisfaction survey results. CFS practices are associated with significantly higher customer satisfaction that improved over time for all groups. Although causality cannot be determined, the relationship is consistent, robust, and meaningful.

Analysis of Material Distribution from NSC San Diego to Local Customers.

DTIC Science & Technology

1981-09-01

local customers, especially the Naval Air Rework Facility (NARY) at NASNI. This thesis offers a general discussion and documentation of the~- D 2...improved post-consolidation support to its local customers, especially the Naval Air Rework Facility (NARF) at NASNI. This thesis offers a general...Turned In To Store MTR Mandatory Turn-in Repairable NAB Naval Amphibious Base NC Not Carried NCA National City Annex NARF Naval Air Rework Facility

Real-Time, Wide Area Dispatch of Mobil Tank Trucks

DTIC Science & Technology

1987-01-01

human dispatchers it assists. Using CAD, Mobil has substantially re- duced costs and staff while improving customer service. I n the spring of 1985, a...process by establishing the Mobil order response center (MORC). To use MORC, the customer dials a toll-free number, available 24 hours a day, seven...MATS Figwe 3: Mobil light products order and dispatch information flow. Customers call an audio re- sponse computer system named MORC ( Mobil order

Faculty as Filmmakers: On the Cutting Edge of Classroom Technologies

ERIC Educational Resources Information Center

Rozensher, Susan G.

2007-01-01

Digital video equipment and studios newly available for faculty use can be incorporated into the technological repertoire of college faculty, enabling professors to customize and enhance the learning experience of their students. Today's students are particularly attuned to analyzing visual images and data, so the use of customized films in the…

Teaching Leadership in the Experience Economy Paradigm

ERIC Educational Resources Information Center

Moore, Lori L.; Bruce, Jacklyn A.

2015-01-01

The argument can be made that students are an educator's customers. It can also be argued that leadership educators strive to engage students (customers) through the various teaching strategies they employ within their programs, classrooms, or other contexts. In a world with greater emphasis being put on the bottom line of education, we cannot…

Development of Integrated Public Administration Custom Services in Hungary.

PubMed

Laki, Tamas

2015-01-01

The paper is a case-study introducing a national project in Hungary establishing a countrywide public administration customer service system where accessibility was a key issue. Starting from the concept the paper describes the methods and organisational background how accessible design was integrated in the planning method and gives a feedback of site experiences.

Mountain Plains Learning Experience Guide: Marketing. Course: Customer Service.

ERIC Educational Resources Information Center

Preston, T.; Egan, B.

One of thirteen individualized courses included in a marketing curriculum, this course covers the various credit plans, shopping conveniences, and advisory services provided by wholesale and retail businesses to their customers. The course is comprised of two units: (1) Credit and (2) Shopping Services. Each unit begins with a Unit Learning…

Service Quality and Corporate Social Responsibility, Influence on Post-Purchase Intentions of Sheltered Employment Institutions

ERIC Educational Resources Information Center

Chen, Chao-Chien; Lin, Shih-Yen; Cheng, Chia-Hsin; Tsai, Chia-Ching

2012-01-01

The main purpose of this study is to investigate the impact of service quality and corporate social responsibility (CSR) on customer satisfaction, and customer satisfaction toward post-purchase intentions from sheltered employment institutions. Work experience plays an important role in career development for those people with intellectual…

Online Student Induction: A Case Study of the Use of Mass Customization Techniques

ERIC Educational Resources Information Center

Phillips, Marion; Hawkins, Rachel; Lunsford, Jane; Sinclair-Pearson, Andrew

2004-01-01

New technology within Open and Distance learning (ODL) provides new opportunities for the delivery of learner support resources. Mass customization techniques offer the advantages of efficient production combined with the development of a learning experience precisely tailored for the individual's study requirements. In this article, we discuss…

Personalized Workplace Learning: An Exploratory Study on Digital Badging within a Teacher Professional Development Program

ERIC Educational Resources Information Center

Gamrat, Christopher; Zimmerman, Heather Toomey; Dudek, Jaclyn; Peck, Kyle

2014-01-01

To provide customized workplace learning opportunities, a digital badge system was designed by a university, governmental agency and national professional association to support teachers' implementation of professional development (PD). Teacher Learning Journeys (TLJ) is an approach that allows for teachers to customize their PD experience to…

[Effects of a Customized Birth Control Program for Married Immigrant Postpartum Mothers].

PubMed

Kim, So Young; Choi, So Young

2016-12-01

This study was conducted to develop a customized birth control program and identify its effects on attitude, subjective norm, behavioral control, intention, and behavior of contraception among immigrant postpartum mothers. In this experimental study, Vietnamese, Filipino or Cambodian married immigrant postpartum mothers were recruited. They were assigned to the experiment group (n=21) or control group (n=21). The customized birth control program was provided to the experimental group for 4 weeks. The experimental group showed a significant increase in the score of attitude, subjective norm, behavioral control, intention, and behavior of contraception. Findings in this study indicate that the customized postpartum birth control program, a systematic and integrative intervention program composed of customized health education, counseling and telephone monitoring, is able to provide effective planning for postpartum health promotion and birth control behavior practice in married immigrant women.

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.

Using sound-taste correspondences to enhance the subjective value of tasting experiences.

PubMed

Reinoso Carvalho, Felipe; Van Ee, Raymond; Rychtarikova, Monika; Touhafi, Abdellah; Steenhaut, Kris; Persoone, Dominique; Spence, Charles

2015-01-01

The soundscapes of those places where we eat and drink can influence our perception of taste. Here, we investigated whether contextual sound would enhance the subjective value of a tasting experience. The customers in a chocolate shop were invited to take part in an experiment in which they had to evaluate a chocolate's taste while listening to an auditory stimulus. Four different conditions were presented in a between-participants design. Envisioning a more ecological approach, a pre-recorded piece of popular music and the shop's own soundscape were used as the sonic stimuli. The results revealed that not only did the customers report having a significantly better tasting experience when the sounds were presented as part of the food's identity, but they were also willing to pay significantly more for the experience. The method outlined here paves a new approach to dealing with the design of multisensory tasting experiences, and gastronomic situations.

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.

Cartoon music in a candy store: a field experiment.

PubMed

Le Guellec, Hélène; Guéguen, Nicolas; Jacob, Céline; Pascual, Alexandre

2007-06-01

An experiment on consumers' behavior was carried out in a new field context. According to a random assignment, 60 customers from ages 12 to 14 years who entered a candy store were exposed to Top Forty music which was usually played in this store, music from cartoons (Captain Flame, Candy, Olive & Tom, etc.), or no music. Analysis showed that customers spent significantly more time in the store when cartoon music was played, but the two styles of music were not related to the amount of money spent.

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

PubMed

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

2012-12-01

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

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

PubMed

Fisk, Glenda M; Neville, Lukas B

2011-10-01

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

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.

The impact of a lean rounding process in a pediatric intensive care unit.

PubMed

Vats, Atul; Goin, Kristin H; Villarreal, Monica C; Yilmaz, Tuba; Fortenberry, James D; Keskinocak, Pinar

2012-02-01

Poor workflow associated with physician rounding can produce inefficiencies that decrease time for essential activities, delay clinical decisions, and reduce staff and patient satisfaction. Workflow and provider resources were not optimized when a pediatric intensive care unit increased by 22,000 square feet (to 33,000) and by nine beds (to 30). Lean methods (focusing on essential processes) and scenario analysis were used to develop and implement a patient-centric standardized rounding process, which we hypothesize would lead to improved rounding efficiency, decrease required physician resources, improve satisfaction, and enhance throughput. Human factors techniques and statistical tools were used to collect and analyze observational data for 11 rounding events before and 12 rounding events after process redesign. Actions included: 1) recording rounding events, times, and patient interactions and classifying them as essential, nonessential, or nonvalue added; 2) comparing rounding duration and time per patient to determine the impact on efficiency; 3) analyzing discharge orders for timeliness; 4) conducting staff surveys to assess improvements in communication and care coordination; and 5) analyzing customer satisfaction data to evaluate impact on patient experience. Thirty-bed pediatric intensive care unit in a children's hospital with academic affiliation. Eight attending pediatric intensivists and their physician rounding teams. Eight attending physician-led teams were observed for 11 rounding events before and 12 rounding events after implementation of a standardized lean rounding process focusing on essential processes. Total rounding time decreased significantly (157 ± 35 mins before vs. 121 ± 20 mins after), through a reduction in time spent on nonessential (53 ± 30 vs. 9 ± 6 mins) activities. The previous process required three attending physicians for an average of 157 mins (7.55 attending physician man-hours), while the new process required two attending physicians for an average of 121 mins (4.03 attending physician man-hours). Cumulative distribution of completed patient rounds by hour of day showed an improvement from 40% to 80% of patients rounded by 9:30 AM. Discharge data showed pediatric intensive care unit patients were discharged an average of 58.05 mins sooner (p < .05). Staff surveys showed a significant increase in satisfaction with the new process (including increased efficiency, improved physician identification, and clearer understanding of process). Customer satisfaction scores showed improvement after implementing the new process. Implementation of a lean-focused, patient-centric rounding structure stressing essential processes was associated with increased timeliness and efficiency of rounds, improved staff and customer satisfaction, improved throughput, and reduced attending physician man-hours.

16 CFR 436.5 - Disclosure items.

Code of Federal Regulations, 2010 CFR

2010-01-01

... offered j. Warranty and customer service requirements k. Territorial development and sales quotas l... the franchisee will offer to its customers. (ii) Hiring and training employees. (iii) Improving and.... (iv) The general market for the product or service the franchisee will offer. In describing the...

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

Code of Federal Regulations, 2012 CFR

2012-01-01

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

Creating Customer Delight.

ERIC Educational Resources Information Center

Black, Jim

1995-01-01

This article proposes that college admissions officers interested in improving service should focus on creating customer delight rather than simply satisfaction, studying the system when things go wrong rather than placing blame, establishing employee well-being as the highest priority of the organization, providing necessary tools and training…

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.

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

The quality improvement strategy.

PubMed

Burns, L R; Beach, L R

1994-01-01

To prepare for managed competition, many hospitals now focus on service quality as a means to improve their competitive position. To aid in decisions about where best to direct limited resources, managers need physician feedback about how the hospital's services compare with its competitors' services (competitive advantage) and about the degree to which the hospital's services fall short of, meet, or exceed physicians' expectations (customer satisfaction). This article describes a strategy for acquiring information about competitive advantage and customer satisfaction and for using the information to identify optimal service improvement opportunities. It then presents a step-by-step application of the Quality Improvement Strategy (QIS) for a large urban hospital.

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

PubMed

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

2015-09-01

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

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

PubMed Central

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

2017-01-01

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

Initial Results With Image-guided Cochlear Implant Programming in Children.

PubMed

Noble, Jack H; Hedley-Williams, Andrea J; Sunderhaus, Linsey; Dawant, Benoit M; Labadie, Robert F; Camarata, Stephen M; Gifford, René H

2016-02-01

Image-guided cochlear implant (CI) programming can improve hearing outcomes for pediatric CI recipients. CIs have been highly successful for children with severe-to-profound hearing loss, offering potential for mainstreamed education and auditory-oral communication. Despite this, a significant number of recipients still experience poor speech understanding, language delay, and, even among the best performers, restoration to normal auditory fidelity is rare. Although significant research efforts have been devoted to improving stimulation strategies, few developments have led to significant hearing improvement over the past two decades. Recently introduced techniques for image-guided CI programming (IGCIP) permit creating patient-customized CI programs by making it possible, for the first time, to estimate the position of implanted CI electrodes relative to the nerves they stimulate using CT images. This approach permits identification of electrodes with high levels of stimulation overlap and to deactivate them from a patient's map. Previous studies have shown that IGCIP can significantly improve hearing outcomes for adults with CIs. The IGCIP technique was tested for 21 ears of 18 pediatric CI recipients. Participants had long-term experience with their CI (5 mo to 13 yr) and ranged in age from 5 to 17 years old. Speech understanding was assessed after approximately 4 weeks of experience with the IGCIP map. Using a two-tailed Wilcoxon signed-rank test, statistically significant improvement (p < 0.05) was observed for word and sentence recognition in quiet and noise, as well as pediatric self-reported quality-of-life (QOL) measures. Our results indicate that image guidance significantly improves hearing and QOL outcomes for pediatric CI recipients.

A Multi-Period Optimization Model for Service Providers Using Online Reservation Systems: An Application to Hotels.

PubMed

Xu, Ming; Jiao, Yan; Li, Xiaoming; Cao, Qingfeng; Wang, Xiaoyang

2015-01-01

This paper presents a multi-period optimization model for high margin and zero salvage products in online distribution channels with classifying customers based on number of products required. Taking hotel customers as an example, one is regular customers who reserve rooms for one day, and the other is long term stay (LTS) customers who reserve rooms for a number of days. LTS may guarantee a specific amount of demand and generate opportunity income for a certain number of periods, meanwhile with risk of punishment incurred by overselling. By developing an operational optimization model and exploring the effects of parameters on optimal decisions, we suggest that service providers should make decisions based on the types of customers, number of products required, and duration of multi-period to reduce the loss of reputation and obtain more profit; at the same time, multi-period buying customers should buy products early. Finally, the paper conducts a numerical experiment, and the results are consistent with prevailing situations.

A Multi-Period Optimization Model for Service Providers Using Online Reservation Systems: An Application to Hotels

PubMed Central

Xu, Ming; Jiao, Yan; Li, Xiaoming; Cao, Qingfeng; Wang, Xiaoyang

2015-01-01

This paper presents a multi-period optimization model for high margin and zero salvage products in online distribution channels with classifying customers based on number of products required. Taking hotel customers as an example, one is regular customers who reserve rooms for one day, and the other is long term stay (LTS) customers who reserve rooms for a number of days. LTS may guarantee a specific amount of demand and generate opportunity income for a certain number of periods, meanwhile with risk of punishment incurred by overselling. By developing an operational optimization model and exploring the effects of parameters on optimal decisions, we suggest that service providers should make decisions based on the types of customers, number of products required, and duration of multi-period to reduce the loss of reputation and obtain more profit; at the same time, multi-period buying customers should buy products early. Finally, the paper conducts a numerical experiment, and the results are consistent with prevailing situations. PMID:26147663

Performance of customized DCT quantization tables on scientific data

NASA Technical Reports Server (NTRS)

Ratnakar, Viresh; Livny, Miron

1994-01-01

We show that it is desirable to use data-specific or customized quantization tables for scaling the spatial frequency coefficients obtained using the Discrete Cosine Transform (DCT). DCT is widely used for image and video compression (MP89, PM93) but applications typically use default quantization matrices. Using actual scientific data gathered from divers sources such as spacecrafts and electron-microscopes, we show that the default compression/quality tradeoffs can be significantly improved upon by using customized tables. We also show that significant improvements are possible for the standard test images Lena and Baboon. This work is part of an effort to develop a practical scheme for optimizing quantization matrices for any given image or video stream, under any given quality or compression constraints.

Achieving continuous improvement in laboratory organization through performance measurements: a seven-year experience.

PubMed

Salinas, Maria; López-Garrigós, Maite; Gutiérrez, Mercedes; Lugo, Javier; Sirvent, Jose Vicente; Uris, Joaquin

2010-01-01

Laboratory performance can be measured using a set of model key performance indicators (KPIs). The design and implementation of KPIs are important issues. KPI results from 7 years are reported and their implementation, monitoring, objectives, interventions, result reporting and delivery are analyzed. The KPIs of the entire laboratory process were obtained using Laboratory Information System (LIS) registers. These were collected automatically using a data warehouse application, spreadsheets and external quality program reports. Customer satisfaction was assessed using surveys. Nine model laboratory KPIs were proposed and measured. The results of some examples of KPIs used in our laboratory are reported. Their corrective measurements or the implementation of objectives led to improvement in the associated KPIs results. Measurement of laboratory performance using KPIs and a data warehouse application that continuously collects registers and calculates KPIs confirmed the reliability of indicators, indicator acceptability and usability for users, and continuous process improvement.

The impact of the consumer on healthcare delivery.

PubMed

Scott, Cheryl M

2003-01-01

The authors of the lead articles are correct that the customer experience should be at the forefront of our attention and work in healthcare delivery. Expanding our current definitions of customer satisfaction and patient safety to include the important intangibles of "experience" will be key. However, a singular focus on patient or consumer experience is not enough in the long run. A solid business model and an understanding of the healthcare market dynamics are also required. The promises we make in support of our business strategy are at the core of how we interact with our patients, how we ensure their safety, and how we build their loyalty. Our work as healthcare leaders should be to keep those promises.

Satisfaction with care in peritoneal dialysis patients.

PubMed

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

2006-10-01

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

Pharmacy customers' experiences with the national online service for viewing electronic prescriptions in Finland.

PubMed

Lämsä, Elina; Timonen, Johanna; Mäntyselkä, Pekka; Ahonen, Riitta

2017-01-01

To investigate (1) Finnish pharmacy customers' familiarity with My Kanta, the national online service for viewing electronic prescriptions (ePrescriptions), (2) how commonly My Kanta is used, (3) who the typical users are, and (4) users' experiences of the usability of My Kanta. A survey was conducted among pharmacy customers (aged ≥18) purchasing medicines for themselves. Questionnaires (N=2915) were distributed from 18 community pharmacies across Finland in autumn 2015. The data obtained was stored in SPSS for Windows and subjected to descriptive analysis, chi-square tests and logistic regression analysis. In total, 1288 respondents were included (response rate 44%). Most (62%) of the customers were familiar with My Kanta. The majority of them (78%) were using it to view their ePrescriptions. My Kanta was perceived as clear, easy to use and to provide a good overall picture of the prescribed medications. Familiarity with My Kanta was associated with a higher education than basic school, regular use of prescription medicines, and sufficient information received about ePrescriptions. Men used My Kanta more often than women. Respondents aged 75 or older were less likely to be familiar with and to use the service compared to 18-34year olds. Most of the Finnish pharmacy customers were familiar with the national online service, My Kanta, for viewing ePrescriptions. Service users perceived it as easy to use and beneficial in managing their overall medication. Customers under 75, those educated beyond basic school, those using prescription medicines regularly, and those who had obtained sufficient information about ePrescriptions were most likely to be familiar with My Kanta. Men and customers under 75 were the typical users of the service. Some customers, however, were unaware of the service, or unable or reluctant to use it. Copyright © 2016 Elsevier Ireland Ltd. All rights reserved.

Redefining NHS complaint handling--the real challenge.

PubMed

Seelos, L; Adamson, C

1994-01-01

More and more organizations find that a constructive and open dialogue with their customers can be an effective strategy for building long-term customer relations. In this context, it has been recognized that effective complaint-contact handling can make a significant contribution to organizations' attempts to maximize customer satisfaction and loyalty. Within the NHS, an intellectual awareness exists that effective complaint/contact handling can contribute to making services more efficient and cost-effective by developing customer-oriented improvement initiatives. Recent efforts have focused on redefining NHS complaint-handling procedures to make them more user-friendly and effective for both NHS employees and customers. Discusses the challenges associated with opening up the NHS to customer feedback. Highlights potential weaknesses in the current approach and argues that the real challenge is for NHS managers to facilitate a culture change that moves the NHS away from a long-established defensive complaint handling practice.

Customer-Provider Strategic Alignment: A Maturity Model

NASA Astrophysics Data System (ADS)

Luftman, Jerry; Brown, Carol V.; Balaji, S.

This chapter presents a new model for assessing the maturity of a ­customer-provider relationship from a collaborative service delivery perspective: the Customer-Provider Strategic Alignment Maturity (CPSAM) Model. This model builds on recent research for effectively managing the customer-provider relationship in IT service outsourcing contexts and a validated model for assessing alignment across internal IT service units and their business customers within the same organization. After reviewing relevant literature by service science and information systems researchers, the six overarching components of the maturity model are presented: value measurements, governance, partnership, communications, human resources and skills, and scope and architecture. A key assumption of the model is that all of the components need be addressed to assess and improve customer-provider alignment. Examples of specific metrics for measuring the maturity level of each component over the five levels of maturity are also presented.

Healthcare experience among older cancer survivors: Analysis of the SEER-CAHPS dataset.

PubMed

Halpern, Michael T; Urato, Matthew P; Lines, Lisa M; Cohen, Julia B; Arora, Neeraj K; Kent, Erin E

2018-05-01

Little is known about factors affecting medical care experiences of cancer survivors. This study examined experience of care among cancer survivors and assessed associations of survivors' characteristics with their experience. We used a newly-developed, unique data resource, SEER-CAHPS (NCI's Surveillance Epidemiology and End Results [SEER] data linked to Medicare Consumer Assessment of Healthcare Providers and Systems [CAHPS] survey responses), to examine experiences of care among breast, colorectal, lung, and prostate cancer survivors age >66years who completed CAHPS >1year after cancer diagnosis and survived ≥1year after survey completion. Experience of care was assessed by survivor-provided scores for overall care, health plan, physicians, customer service, doctor communication, and aspects of care. Multivariable logistic regression models assessed associations of survivors' sociodemographic and clinical characteristics with care experience. Among 19,455 cancer survivors with SEER-CAHPS data, higher self-reported general-health status was significantly associated with better care experiences for breast, colorectal, and prostate cancer survivors. In contrast, better mental-health status was associated with better care experience for lung cancer survivors. College-educated and Asian survivors were less likely to indicate high scores for care experiences. Few differences in survivors' experiences were observed by sex or years since diagnosis. The SEER-CAHPS data resources allows assessment of factors influencing experience of cancer among U.S. cancer survivors. Higher self-reported health status was associated with better experiences of care; other survivors' characteristics also predicted care experience. Interventions to improve cancer survivors' health status, such as increased access to supportive care services, may improve experience of care. Copyright © 2017 Elsevier Ltd. All rights reserved.

Human eye haptics-based multimedia.

PubMed

Velandia, David; Uribe-Quevedo, Alvaro; Perez-Gutierrez, Byron

2014-01-01

Immersive and interactive multimedia applications offer complementary study tools in anatomy as users can explore 3D models while obtaining information about the organ, tissue or part being explored. Haptics increases the sense of interaction with virtual objects improving user experience in a more realistic manner. Common eye studying tools are books, illustrations, assembly models, and more recently these are being complemented with mobile apps whose 3D capabilities, computing power and customers are increasing. The goal of this project is to develop a complementary eye anatomy and pathology study tool using deformable models within a multimedia application, offering the students the opportunity for exploring the eye from up close and within with relevant information. Validation of the tool provided feedback on the potential of the development, along with suggestions on improving haptic feedback and navigation.

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

PubMed

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

2017-01-01

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

Improving queuing service at McDonald's

NASA Astrophysics Data System (ADS)

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

2014-07-01

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

Customized design and 3D printing of face seal for an N95 filtering facepiece respirator.

PubMed

Cai, Mang; Li, Hui; Shen, Shengnan; Wang, Yu; Yang, Quan

2018-03-01

Filtering Facepiece Respirator (FFR) is the most common respirator users in the health care environment utilize for personal protection from outside particles. Comfort and fit are important while wearing an FFR. This paper proposes a novel technology to produce customized face seal design for improving the wearing comfort and fit of FFR wearers. In order to customize the design of face seals, we scanned the faces of three subjects using three-dimensional (3D) laser scanning method. A customized face seal for a 3M 8210 N95 FFR for each headform was designed using reverse engineering technique. Next, the face seal prototypes were fabricated with Acrylonitrile Butadiene Styrene (ABS) plastic using the 3D printing method. A force sensing system based on Arduino Uno R3 was developed, and the force sensor of this system was inserted between the FFR and headform to measure contact pressure. Experimental results showed that the newly designed FFR face seal provided the subjects with an improved contact pressure.

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.

Learning Is the Journey: From Process Reengineering to Systemic Customer-Service Design at the United States Department of Veterans Affairs, Veterans Benefits Administration

DTIC Science & Technology

2013-05-23

This monograph borrows from multiple disciplines to argue for an organizational shift from process reengineering to system design to improve...government customer-service delivery. Specifically, the monograph proposes a transformation in claims processing within the Veterans Benefits Administration...required. The proposed system design is an attempt to place the disability claims process within a larger environment encompassing multiple dimensions of customers.

Customer interviews to improve NASA office of space science education and public outreach leveraging success

NASA Technical Reports Server (NTRS)

Lowes, L. L.

2002-01-01

Leveraging with organizations that serve our customers and focusing on the needs of those organizations are two prime elements of the NASA Office of Space Science (OSS) Education and Public Outreach (E/PO) Strategy. On behalf of NASA OSS, the Solar System Exploration (SSE) Education and Public Outreach Forum has conducted a series of customer interviews with representatives from leading organizations who serve some of the audiences we wish to reach.

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

PubMed

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

2018-05-07

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

Comparison of custom and prefabricated orthoses in the initial treatment of proximal plantar fasciitis.

PubMed

Pfeffer, G; Bacchetti, P; Deland, J; Lewis, A; Anderson, R; Davis, W; Alvarez, R; Brodsky, J; Cooper, P; Frey, C; Herrick, R; Myerson, M; Sammarco, J; Janecki, C; Ross, S; Bowman, M; Smith, R

1999-04-01

Fifteen centers for orthopaedic treatment of the foot and ankle participated in a prospective randomized trial to compare several nonoperative treatments for proximal plantar fasciitis (heel pain syndrome). Included were 236 patients (160 women and 76 men) who were 16 years of age or older. Most reported duration of symptoms of 6 months or less. Patients with systemic disease, significant musculoskeletal complaints, sciatica, or local nerve entrapment were excluded. We randomized patients prospectively into five different treatment groups. All groups performed Achilles tendon- and plantar fascia-stretching in a similar manner. One group was treated with stretching only. The other four groups stretched and used one of four different shoe inserts, including a silicone heel pad, a felt pad, a rubber heel cup, or a custom-made polypropylene orthotic device. Patients were reevaluated after 8 weeks of treatment. The percentages improved in each group were: (1) silicone insert, 95%; (2) rubber insert, 88%; (3) felt insert, 81%; (4)stretching only, 72%; and (5) custom orthosis, 68%. Combining all the patients who used a prefabricated insert, we found that their improvement rates were higher than those assigned to stretching only (P = 0.022) and those who stretched and used a custom orthosis (P = 0.0074). We conclude that, when used in conjunction with a stretching program, a prefabricated shoe insert is more likely to produce improvement in symptoms as part of the initial treatment of proximal plantar fasciitis than a custom polypropylene orthotic device.

Levers supporting tariff growth for water services: evidence from a contingent valuation analysis.

PubMed

Guerrini, Andrea; Vigolo, Vania; Romano, Giulia; Testa, Federico

2018-02-01

The backwardness of the water utilities sector necessitates urgent investment in infrastructure to improve water quality and efficiency in water supply networks. A policy of tariff growth represents the main source to sustain such investments. Therefore, customer engagement in the form of willingness to pay (WTP) is highly desirable by water utilities to obtain social legitimization and support. This study examines the determinants of consumers' WTP for improvement programs for three drinking water issues: quality of water sources, renewal of water mains, and building of new wastewater treatment plants. The study is based on a survey conducted among a sample of 587 customers of a water utility located in the province of Verona in the north of Italy. The contingence valuation method is used to measure WTP. Specifically, an ordinal logistic regression model yields the following significant determinants of WTP: quality of water and services provided, preference for privatization of the water utility, sustainable consumption of water, and some socio-demographic variables. The findings provide interesting insights into the drivers of WTP as well as managerial recommendations for water utilities. In particular, the findings show that water utilities need to improve service and water quality to increase customers' acceptance of tariff growth. In addition, utilities should invest in customer education and communication activities focusing on specific age groups (e.g., older customers) to enhance their WTP. Finally, communication strategies should reinforce the possible role of liberalization and privatization in supporting infrastructure investments. Copyright © 2017 Elsevier Ltd. All rights reserved.

The Hitchhiker's Guide to I&T

NASA Technical Reports Server (NTRS)

Wright, Michael R.

1999-01-01

With over two dozen missions since the first in 1986, the Hitchhiker project has a reputation for providing quick-reaction, low-cost flight services for Shuttle Small Payloads Project (SSPP) customers. Despite the successes, several potential improvements in customer payload integration and test (I&T) deserve consideration. This paper presents suggestions to Hitchhiker customers on how to help make the I&T process run smoother. Included are: customer requirements and interface definition, pre-integration test and evaluation, configuration management, I&T overview and planning, problem mitigation, and organizational communication. In this era of limited flight opportunities and new ISO-based requirements, issues such as these have become more important than ever.

Using Machine Learning and Data Analysis to Improve Customer Acquisition and Marketing in Residential Solar

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

Sigrin, Benjamin O

High customer acquisition costs remain a persistent challenge in the U.S. residential solar industry. Effective customer acquisition in the residential solar market is increasingly achieved with the help of data analysis and machine learning, whether that means more targeted advertising, understanding customer motivations, or responding to competitors. New research by the National Renewable Energy Laboratory, Sandia National Laboratories, Vanderbilt University, University of Pennsylvania, and the California Center for Sustainable Energy and funded through the U.S. Department of Energy's Solar Energy Evolution and Diffusion (SEEDS) program demonstrates novel computational methods that can help drive down costs in the residential solar industry.

Critical Reflections on Realist Review: Insights from Customizing the Methodology to the Needs of Participatory Research Assessment

ERIC Educational Resources Information Center

Jagosh, Justin; Pluye, Pierre; Wong, Geoff; Cargo, Margaret; Salsberg, Jon; Bush, Paula L.; Herbert, Carol P.; Green, Lawrence W.; Greenhalgh, Trish; Macaulay, Ann C.

2014-01-01

Realist review has increased in popularity as a methodology for complex intervention assessment. Our experience suggests that the process of designing a realist review requires its customization to areas under investigation. To elaborate on this idea, we first describe the logic underpinning realist review and then present critical reflections on…

Modeling Enclosure Design in Above-Grade Walls

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

Lstiburek, J.; Ueno, K.; Musunuru, S.

2016-03-01

This report describes the modeling of typical wall assemblies that have performed well historically in various climate zones. The WUFI (Warme und Feuchte instationar) software (Version 5.3) model was used. A library of input data and results are provided. The provided information can be generalized for application to a broad population of houses, within the limits of existing experience. The WUFI software model was calibrated or tuned using wall assemblies with historically successful performance. The primary performance criteria or failure criteria establishing historic performance was moisture content of the exterior sheathing. The primary tuning parameters (simulation inputs) were airflow andmore » specifying appropriate material properties. Rational hygric loads were established based on experience - specifically rain wetting and interior moisture (RH levels). The tuning parameters were limited or bounded by published data or experience. The WUFI templates provided with this report supply useful information resources to new or less-experienced users. The files present various custom settings that will help avoid results that will require overly conservative enclosure assemblies. Overall, better material data, consistent initial assumptions, and consistent inputs among practitioners will improve the quality of WUFI modeling, and improve the level of sophistication in the field.« less

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

PubMed

Scammon, D L; Weiss, R

1991-01-01

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

Decision - making of Direct Customers Based on Available Transfer Capability

NASA Astrophysics Data System (ADS)

Quan, Tang; Zhaohang, Lin; Huaqiang, Li

2017-05-01

Large customer direct-power-purchasing is a hot spot in the electricity market reform. In this paper, the author established an Available Transfer Capability (ATC) model which takes uncertain factors into account, applied the model into large customer direct-power-purchasing transactions and improved the reliability of power supply during direct-power-purchasing by introducing insurance theory. The author also considered the customers loss suffered from power interruption when building ATC model, established large customer decision model, took purchasing quantity of power from different power plants and reserved capacity insurance as variables, targeted minimum power interruption loss as optimization goal and best solution by means of particle swarm algorithm to produce optimal power purchasing decision of large consumers. Simulation was made through IEEE57 system finally and proved that such method is effective.

Research into the influence of internal interdepartmental integration on service innovation and customer loyalty

NASA Astrophysics Data System (ADS)

Huang, Jui-Chan; Wu, Tzu-Jung; Wen, Hao-Ming; Hsin-Fei, Wu; Hairui, Ji

2017-06-01

It is the most important for the company to improve customer value and customer loyalty through service innovation. However, at present, only researches related to organizations or consumer behaviors are conducted, there is rare research into the combination between organization level and consumer behavior, and this research tries to explore this aspect, which is the motivation and contribution of this research. This research aims to explore the relationship between "Interdepartmental Integration", "Service Innovation" and "Customer Loyalty", according to the analysis results, the relationship between "interdepartmental integration and service innovation" and "service innovation and customer loyalty" has a low positive correlation and it reaches significant level; it shows the relationship between "interdepartmental interaction and progressive innovation" and "interdepartmental collaboration and fundamental innovation" is significant.

Organizational Culture in Community Colleges: Connecting Market Orientation, Quality, and Student Engagement

ERIC Educational Resources Information Center

McManimon, Debra J.

2012-01-01

To enhance their competitive advantage in the marketplace, many business leaders develop market orientation strategies designed to increase customer engagement. These market orientation strategies include improvement in service delivery, relationship management, customer satisfaction, and quality control methods. There is a lack of understanding…

Teacher Use of Evidence to Customize Inquiry Science Instruction

ERIC Educational Resources Information Center

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

2010-01-01

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

Apply 3D model on the customized product color combination for the interior decoration

NASA Astrophysics Data System (ADS)

Chen, Cheih-Ying

2013-03-01

The customized product color interface for the interior decoration is designed to simulate the display of various color combination sofas in the interior of the room. There are 144 color combinations of the spatial image resulted from four the interior rooms and 36 popular color sofas. The image compositing technique is adopted to appear the 144 color combinations of the spatial image on computer screen. This study tests the experience of using the interface by the questionnaire for User Interface Satisfaction (QUIS). The results show that the high grade of evaluation items including wonderful, easy, satisfying, stimulating and flexible for the experience of users. Therefore, the entrepreneur who wants to display the color primarily commodity could using the customized color combination interface with 3D models for consumers to take opportunity to find the appropriate products to meet with the interior room, so as to shorten communication time between entrepreneurs and consumers.

A business case for quality improvement in addiction treatment: evidence from the NIATx collaborative.

PubMed

Quanbeck, Andrew R; Madden, Lynn; Edmundson, Eldon; Ford, James H; McConnell, K John; McCarty, Dennis; Gustafson, David H

2012-01-01

The Network for the Improvement of Addiction Treatment (NIATx) promotes treatment access and retention through a customer-focused quality improvement model. This paper explores the issue of the "business case" for quality improvement in addiction treatment from the provider's perspective. The business case model developed in this paper is based on case examples of early NIATx participants coupled with a review of the literature. Process inefficiencies indicated by long waiting times, high no-show rates, and low continuation rates cause underutilization of capacity and prevent optimal financial performance. By adopting customer-focused practices aimed at removing barriers to treatment access and retention, providers may be able to improve financial performance, increase staff retention, and gain long-term strategic advantage.

A Department of Motor Vehicle-Based Intervention to Promote Organ Donor Registrations in New York State.

PubMed

Feeley, Thomas Hugh; Anker, Ashley E; Evans, Melanie; Reynolds-Tylus, Tobias

2017-09-01

Examination of efficacy of motor vehicle representative educational training and dissemination of promotional materials as a means to promote organ donation enrollments in New York State. To increase the number of New York State residents who consent to donation through the department of motor vehicle transactions during project period. County-run motor vehicle offices across New York State. Customers who present to New York Department of Motor Vehicle offices and the representative who work at designated bureaus. point-of-decision materials including promotional posters, brochures, website, and the motor vehicle representative training sessions. Reasons for enrollment decision, knowledge/experience with donation, monthly consent rates, enrollment in state organ, and tissue registry. Customers who elected not to register reported no reason or uncertainty surrounding enrollment. The representatives reported experience with donation, discussion with customers, and need for additional education on organ donation. Enrollment cards were mailed to 799 project staff; counties where offices participated in intervention did not indicate significantly higher monthly enrollments when comparing pre- to postenrollment rates. Use of point-of-decision materials and enrollment cards proved inexpensive method to register customers with a 3.6% return rate. Customers report low (27%) enrollment rate and reticence to consent to donation. Educational training sessions with representatives did not yield significant enrollment increases when evaluating data at county-level enrollment.

[2011 Shanghai customer satisfaction report of DSA/X-ray equipment's after-service].

PubMed

Li, Bin; Qian, Jianguo; Cao, Shaoping; Zheng, Yunxin; Xu, Zitian; Wang, Lijun

2012-11-01

To improve the manufacturer's medical equipment after-sale service, the fifth Shanghai zone customer satisfaction survey was launched by the end of 2011. The DSA/X-ray equipment was setup as an independent category for the first time. From the survey we can show that the DSA/X-ray equipment's CSI is higher than last year, the customer satisfaction scores of preventive maintenance and service contract are lower than others, and CSI of local brand is lower than imported brand.

Introduction of novel 3D-printed superficial applicators for high-dose-rate skin brachytherapy.

PubMed

Jones, Emma-Louise; Tonino Baldion, Anna; Thomas, Christopher; Burrows, Tom; Byrne, Nick; Newton, Victoria; Aldridge, Sarah

Custom-made surface mold applicators often allow more flexibility when carrying out skin brachytherapy, particularly for small treatment areas with high surface obliquity. They can, however, be difficult to manufacture, particularly if there is a lack of experience in superficial high-dose-rate brachytherapy techniques or with limited resources. We present a novel method of manufacturing superficial brachytherapy applicators utilizing three-dimensional (3D)-printing techniques. We describe the treatment planning process and the process of applicator manufacture. The treatment planning process, with the introduction of a pre-plan, allows for an "ideal" catheter arrangement within an applicator to be determined, exploiting varying catheter orientations, heights, and curvatures if required. The pre-plan arrangement is then 3D printed to the exact specifications of the pre-plan applicator design. This results in improved target volume coverage and improved sparing of organs at risk. Using a pre-plan technique for ideal catheter placement followed by automated 3D-printed applicator manufacture has greatly improved the entire process of superficial high-dose-rate brachytherapy treatment. We are able to design and manufacture flexible, well-fitting, superior quality applicators resulting in a more efficient and improved patient pathway and patient experience. Copyright © 2016 American Brachytherapy Society. Published by Elsevier Inc. All rights reserved.

Improving service quality in NHS Trust hospitals: lessons from the hotel sector.

PubMed

Desombre, T; Eccles, G

1998-01-01

This article looks to review recent practice undertaken within the UK hotel sector to improve customer service, and suggests ideals that could be implemented within National Health (NHS) Trust hospitals. At a time of increasing competition, hotel firms are using service enhancement as a means to gain competitive advantage, and therefore developing a range of techniques to measure levels of service quality improvement. With continued change in the health service, where greater focus now lies with patient satisfaction, so there is a requirement for managers to adapt techniques presently being offered in other service industries to improve levels of customer service and ensure patients are targeted to define their levels of satisfaction.

Who's your best customer?

PubMed

MacStravic, S

1998-01-01

Conventional wisdom holds that the best customers and prospects for managed care are the healthiest consumers. This is true only because of the meager extent to which premiums can be adjusted for varying risk among individuals. If a decent health/risk adjustment system were used, the best consumers for managed care to go after would be the highest-risk, highest users of health care, provided only that risk and use can be improved. The healthiest consumers have both the least potential for improvement and the least reasons for loyalty.

Total quality management: It works for aerospace information services

NASA Technical Reports Server (NTRS)

Erwin, James; Eberline, Carl; Colquitt, Wanda

1993-01-01

Today we are in the midst of information and 'total quality' revolutions. At the NASA STI Program's Center for AeroSpace Information (CASI), we are focused on using continuous improvements techniques to enrich today's services and products and to ensure that tomorrow's technology supports the TQM-based improvement of future STI program products and services. The Continuous Improvements Program at CASI is the foundation for Total Quality Management in products and services. The focus is customer-driven; its goal, to identify processes and procedures that can be improved and new technologies that can be integrated with the processes to gain efficiencies, provide effectiveness, and promote customer satisfaction. This Program seeks to establish quality through an iterative defect prevention approach that is based on the incorporation of standards and measurements into the processing cycle. Four projects are described that utilize cross-functional, problem-solving teams for identifying requirements and defining tasks and task standards, management participation, attention to critical processes, and measurable long-term goals. The implementation of these projects provides the customer with measurably improved access to information that is provided through several channels: the NASA STI Database, document requests for microfiche and hardcopy, and the Centralized Help Desk.

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.

Loads Providing Ancillary Services: Review of InternationalExperience-- Technical Appendix: Market Descriptions

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

Grayson Heffner, Charles Goldman, Kintner-Meyer, M; Kirby, Brendan

2007-05-01

In this study, we examine the arrangements for andexperiences of end-use loads providing ancillary services (AS) in fiveelectricity markets: Australia, the United Kingdom (UK), the Nordicmarket, and the ERCOT and PJM markets in the United States. Our objectivein undertaking this review of international experience was to identifyspecific approaches or market designs that have enabled customer loads toeffectively deliver various ancillary services (AS) products. We hopethat this report will contribute to the ongoing discussion in the U.S.and elsewhere regarding what institutional and technical developments areneeded to ensure that customer loads can meaningfully participate in allwholesale electricity markets.

75 FR 1658 - FY 2009 Annual Compliance Report; Comment Request

Federal Register 2010, 2011, 2012, 2013, 2014

2010-01-12

... most recent compliance determination, the Commission raised concerns about the customer satisfaction... modifications it made to improve that system, id. at 16-17, and customer satisfaction measurement instruments it.... 3622(b)); and factors (39 U.S.C. 3622(c)). Commenters addressing competitive products are referred to...

76 FR 22113 - Agency Information Collection Activities: Office of Infrastructure Protection; Infrastructure...

Federal Register 2010, 2011, 2012, 2013, 2014

2011-04-20

... outcome indicators.'' Also, the Act defines customer service measure as ``an assessment of service... effectiveness and public accountability by promoting a new focus on results, service quality, and customer satisfaction; and (4) Help Federal managers improve service delivery, by requiring that they plan for meeting...

75 FR 15754 - Agency Forms Submitted for OMB Review, Request for Comments

Federal Register 2010, 2011, 2012, 2013, 2014

2010-03-30

... (RRB) conducts a number of customer surveys designed to determine the kinds and quality of services our... reporting hours: 9,271. 2. Title and Purpose of Information Collection: Voluntary Customer Surveys in... be improved. The surveys are limited to data collections that solicit strictly voluntary opinions...

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…

41 CFR 102-85.145 - When are customer agencies responsible for Rent charges?

Code of Federal Regulations, 2010 CFR

2010-07-01

...; or (2) All other space: Either GSA's space charges for 4 months plus the cost of tenant improvements or GSA's actual costs, whichever is less. ... PROPERTY 85-PRICING POLICY FOR OCCUPANCY IN GSA SPACE Rent Charges § 102-85.145 When are customer agencies...

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

ERIC Educational Resources Information Center

Batt, Rosemary

1999-01-01

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

Creating Quality in the Classroom.

ERIC Educational Resources Information Center

Arcaro, Janice

This guide explores using Total Quality Management/Developmental System Education (TQM/DSE) as a framework to improve educational outcomes in the classroom. Within the Total Quality paradigm, students and society are viewed as the customers of education; all programs provided at the school focus on meeting customer needs, resulting in improved…

Towards On-Line Services Based on a Holistic Analysis of Human Activities

NASA Technical Reports Server (NTRS)

Clancey, William J.

2004-01-01

Very often computer scientists view computerization of services in terms of the logistics of human-machine interaction, including establishing a contract, accessing records, and of course designing an interface. But this analysis often moves too quickly to tactical details, failing to frame the entire service in human terms, and not recognizing the mutual learning required to define and relate goals, constraints, and the personalized value of available services. In particular, on-line services that "computerize communication" can be improved by constructing an activity model of what the person is trying to do, not just filtering, comparing, and selling piece-meal services. For example, from the customer s perspective the task of an on-line travel service is not merely to establish confirmed reservations, but to have a complete travel plan, usually integrating many days of transportation, lodging, and recreation into a happy experience. The task of the travel agent is not merely "ticketing", but helping the customer understand what they want and providing services that will connect everything together in an enjoyable way.