Science.gov

Sample records for improving customer experience

  1. Improving Internal Customer Service

    DTIC Science & Technology

    1990-09-01

    sector to find a morse comprehensive model. , , /, v-/ii viii IMPROVING INTERNAL CUSTOMER SERVICE I. Introduction Backgro’rnd More and more American...service, but this research is mostly limited to the general issue of customer service and external customers in regard to the civilian sector of business...the focus is on what quality customer service is, both internal and external, and why customer service is so important today. Second, the dimensions of

  2. 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.

  3. Process Improvement: Customer Service.

    PubMed

    Cull, Donald

    2015-01-01

    Utilizing the comment section of patient satisfaction surveys, Clark Memorial Hospital in Jeffersonville, IN went through a thoughtful process to arrive at an experience that patients said they wanted. Two Lean Six Sigma tools were used--the Voice of the Customer (VoC) and the Affinity Diagram. Even when using these tools, a facility will not be able to accomplish everything the patient may want. Guidelines were set and rules were established for the Process Improvement Team in order to lessen frustration, increase focus, and ultimately be successful. The project's success is driven by the team members carrying its message back to their areas. It's about ensuring that everyone is striving to improve the patients' experience by listening to what they say is being done right and what they say can be done better. And then acting on it.

  4. 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)

  5. Breaking down IT silos: a "connected" way to improve customer experience and the bottom line.

    PubMed

    Hallowell, Bruce; Turisco, Frances

    2009-03-01

    Hospitals can provide customer service like Amazon.com without purchasing new technology. Making technology interactive requires sharing patient data across applications and enhancing existing IT with decision support. Breaking down technology silos between hospital and outpatient care provider systems significantly improves efficiency, lowers costs, and speeds care delivery.

  6. The truth about patient experience: what we can learn from other industries, and how three ps can improve health outcomes, strengthen brands, and delight customers.

    PubMed

    Needham, Brian R

    2012-01-01

    Improving the patient experience is an issue many healthcare organizations face. However, it is the opinion of this author that the focus on patient satisfaction scores alone is short-sighted and that the most successful organizations will adopt best practices from other industries to deliver a more complete patient experience. This article presents an extensive review of best practices in customer experience from numerous customer-centric industries and postulates as to how the healthcare field might apply them. A new framework for improving patient experience is proposed--one that moves beyond the traditional focus on satisfaction scores to embrace the core differentiating characteristics of the organization.

  7. Customized Laboratory Experience in Physical Chemistry

    ERIC Educational Resources Information Center

    Castle, Karen J.; Rink, Stephanie M.

    2010-01-01

    A new physical chemistry laboratory experience has been designed for upper-level undergraduate chemistry majors. Students customize the first 10 weeks of their laboratory experience by choosing their own set of experiments (from a manual of choices) and setting their own laboratory schedule. There are several topics presented in the accompanying…

  8. Achieve inventory reduction and improve customer service?

    PubMed

    Moody, M C

    2000-05-01

    Is it really possible to achieve significant reductions in your manufacturing inventories while improving customer service? If you really want to achieve significant inventory reductions, focus on the root causes, and develop countermeasures and a work plan, to execute your countermeasures. Include measurements for recording your progress, and deploy your countermeasures until they are no longer required, or until new ones are needed.

  9. 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...

  10. 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...

  11. 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...

  12. 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...

  13. Improving managed care value through customer service.

    PubMed

    Tomczyk, Dennis J

    2002-06-01

    The ability of managed care providers to deliver high-quality customer service to managed care customers depends on their adoption of basic customer-service principles. To apply these principles effectively, providers need to understand and work to exceed the particular needs and expectations of these customers, which include boards of directors, senior executives, physicians, healthcare providers, clinical and patient financial services managers and staff, employers, brokers, and patients. Although these needs and expectations can be predicted to some extent, providers would be wise to implement regular surveys of customers and an open procedure for soliciting customer feedback about service issues. Better customer service for the broad range of managed care customers translates into higher levels of employer and patient satisfaction, which ultimately benefits providers.

  14. 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.

  15. 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.

  16. Using industrial models and strategic planning to improve customer service.

    PubMed

    Tessier, P

    1997-01-01

    Years ago, the laboratory industry took a cue from what Demming taught the Japanese car industry to improve the way it approached quality assurance; now it's time to learn from an American car manufacturer to step into the future of customer service. The Saturn company has instituted a revolutionary way to relate to their customers. They have carefully identified every single point of contact with them and then made it their business to not just meet, but to exceed the expectations of clients and future clients at each and every interface.

  17. Assessing customer satisfaction for improving NOAA's climate products and services

    NASA Astrophysics Data System (ADS)

    Meyers, J. C.; Hawkins, M. D.; Timofeyeva, M. M.

    2009-12-01

    NOAA's National Weather Service (NWS) Climate Services Division (CSD) is developing a comprehensive climate user requirements process with the ultimate goal of producing climate services that meet the needs of NWS climate information users. An important part of this effort includes engaging users through periodical surveys conducted by the Claes Fornell International (CFI) Group using the American Customer Satisfaction Index (ACSI). The CFI Group conducted a Climate Services Satisfaction (CSS) Survey in May of 2009 to measure customer satisfaction with current products and services and to gain insight on areas for improvement. The CSS Survey rates customer satisfaction on a range of NWS climate services data and products, including Climate Prediction Center (CPC) outlooks, drought monitoring, and ENSO monitoring and forecasts, as well as NWS local climate data services. In addition, the survey assesses the users of the products to give the NWS insight into its climate customer base. The survey also addresses specific topics such as NWS forecast category names, probabilistic nature of climate products, and interpretation issues. The survey results identify user requirements for improving existing NWS climate services and introducing new ones. CSD will merge the survey recommendations with available scientific methodologies and operational capabilities to develop requirements for improved climate products and services. An overview of the 2009 survey results will be presented, such as users' satisfaction with the accuracy, reliability, display and functionality of products and services.

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

    ERIC Educational Resources Information Center

    Burlington County Coll., Pemberton, NJ.

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

  19. Process improvement for regulatory analyses of custom-blend fertilizers.

    PubMed

    Wegner, Keith A

    2014-01-01

    Chemical testing of custom-blend fertilizers is essential to ensure that the products meet the formulation requirements. For purposes of proper crop nutrition and consumer protection, regulatory oversight promotes compliance and particular attention to blending and formulation specifications. Analyses of custom-blend fertilizer products must be performed and reported within a very narrow window in order to be effective. The Colorado Department of Agriculture's Biochemistry Laboratory is an ISO 17025 accredited facility and conducts analyses of custom-blend fertilizer products primarily during the spring planting season. Using the Lean Six Sigma (LSS) process, the Biochemistry Laboratory has reduced turnaround times from as much as 45 days to as little as 3 days. The LSS methodology focuses on waste reduction through identifying: non-value-added steps, unneeded process reviews, optimization of screening and confirmatory analyses, equipment utilization, nonessential reporting requirements, and inefficient personnel deployment. Eliminating these non-value-added activities helped the laboratory significantly shorten turnaround time and reduce costs. Key improvement elements discovered during the LSS process included: focused sample tracking, equipment redundancy, strategic supply stocking, batch size optimization, critical sample paths, elimination of nonessential QC reviews, and more efficient personnel deployment.

  20. 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.

  1. Using customer input to improve managed care performance.

    PubMed

    Kairey, M S; Baumruk, R W

    1995-01-01

    How do you get the information you need to manage your company's health care plans effectively? Consider a "customer satisfaction survey" that gathers data from the people who use the plans every day: employees. Make the data work for you when you negotiate costs, communicate key plan features, and look for ways to improve health care quality and upgrade the service you and your employees get from your health plans. American Express and the Chicago Health Plan Value Project (a unique group of 14 companies and 7 health plans) tried this approach, and they now expect a "win-win-win" situation all around.

  2. 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…

  3. Experience with custom processors in space flight applications

    NASA Technical Reports Server (NTRS)

    Fraeman, M. E.; Hayes, J. R.; Lohr, D. A.; Ballard, B. W.; Williams, R. L.; Henshaw, R. M.

    1991-01-01

    The Applied Physics Laboratory (APL) has developed a magnetometer instrument for a swedish satellite named Freja with launch scheduled for August 1992 on a Chinese Long March rocket. The magnetometer controller utilized a custom microprocessor designed at APL with the Genesil silicon compiler. The processor evolved from our experience with an older bit-slice design and two prior single chip efforts. The architecture of our microprocessor greatly lowered software development costs because it was optimized to provide an interactive and extensible programming environment hosted by the target hardware. Radiation tolerance of the microprocessor was also tested and was adequate for Freja's mission -- 20 kRad(Si) total dose and very infrequent latch-up and single event upset events.

  4. Developing a customer-driven approach to quality improvement systems.

    PubMed

    Owad, W P

    1993-01-01

    The development of a DCP in the manner presented previously has allowed for a consistent definition of customer needs and expectations within a pharmacy service. By applying this approach it has allowed the department to address the controversies associated with the identification of key customers and has also allowed a balance to be achieved between internal and external forces. From our analysis it is clear that the pharmacy department has a critical role in establishing a customer service philosophy that is key to the overall success of the institution's quality goal. It is also clear that pharmacy services cannot truly be developed without a customer service philosophy central to their design and implementation. In an era where drug expenditures represent an ever-increasing portion of corporate budgets, the pharmacy's ability to deliver goods and services that are customer and quality focused will be critical to organizational survival. The time has come to put ego aside and critically analyze whether or not a quality service is being delivered that meets a true customer need.

  5. X Marks the Spot: Creating and Managing a Single Service Point to Improve Customer Service and Maximize Resources

    ERIC Educational Resources Information Center

    Venner, Mary Ann; Keshmiripour, Seti

    2016-01-01

    This article will describe how merging service points in an academic library is an opportunity to improve customer service and utilize staffing resources more efficiently. Combining service points provides libraries with the ability to create a more positive library experience for patrons by minimizing the ping-pong effect for assistance. The…

  6. Switchboard simulation to improve productivity and customer service.

    PubMed

    LaCourse, E D

    1996-01-01

    An application of classical industrial engineering/operations research techniques (i.e., multichannel queueing analysis) and detailed workload distribution data. An analytic simulation model developed on a personal computer (PC) is used with interactive analysis to develop switchboard coverage requirements and optimal staffing schedules by time of day and day of week. This represents a tangible example of how classical techniques can be used with newer approaches and a close working relationship between the analyst and line management, to solve a practical problem of optimizing both productivity and customer service quality.

  7. Learn from experience: insights of 200+ PACS customers.

    PubMed

    Swaton, Norm

    2002-01-01

    This article is based on a PACS study published in June 2001 by KLAS Enterprises. The study offers unique insight into the performance, underlying technology, product depth and breadth, and "real world" issues facing 10 of the leading PACS vendors and their clients as rated at more than 200 of their client sites by CIOs, department directors and vendor executives. The driving force behind this report reflects the heightened interest in PACS systems in general and PACS' contributions to the benefits associated with an electronic medical record. This research was sponsored by 10 healthcare provider organizations (not vendors), ranging from a 150-bed acute-care hospital to a seven-hospital IDN. Most of the data in the report focuses on the use of PACS in the radiology department, since comparatively few sites are using PACS systems in other departments, such as cardiology or pathology. The participating vendors supplied their customer lists, which contributed to the majority of clients surveyed. Clients surveyed in the study vary widely in size, ranging from 50 to 2,000 beds, with about 46 percent of those surveyed having a hospital size of more than 400 beds. The customers represent a broad cross-section of PACS clients, ranging from 10 percent to 95 percent filmless, with large-scale users making up the majority of respondents. Each of the customers were asked to numerically rate their vendor on 28 aspects of performance, as well as to answer 12 questions relating to customer satisfaction. Based on study results, success with PACS can be distilled into some basic principles. There are other issues that will help with a successful PACS selection and implementation, but the following list should help anyone get started. If you are able to focus on and accomplish these few things, you stand a better chance of building and meeting your business case. Pre-sell your PACS concept to the radiologists, technicians, IS/IT staff supporting it and to the referring physicians

  8. 76 FR 24339 - Streamlining Service Delivery and Improving Customer Service

    Federal Register 2010, 2011, 2012, 2013, 2014

    2011-05-02

    ...- cost, self-service options accessed by the Internet or mobile phone and improved processes that deliver... service channels (such as online, phone, in- person, and mail services); (e) streamlining agency...

  9. Business 101: Heed Customers' Comments as You Strive for Improvement.

    ERIC Educational Resources Information Center

    Wood, Fred H.; Mai, Robert P.

    1997-01-01

    Profiles of three introspective U.S. corporations show how they have taken significant steps to promote organizational learning. By considering the implications for schools, staff developers can foster organizational learning practices for professional development and school improvement. This paper discusses the learning organization as a common…

  10. 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.

  11. 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.

  12. 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…

  13. Customer System Efficiency Improvement Assessment: Description and examination of system characterization data

    SciTech Connect

    Callaway, J.W.; DeSteese, J.G.

    1986-12-01

    This report describes three data bases that were developed in the Customer System Efficiency Improvement (CSEI) Assessment project to help characterize transmission and distribution (T and D) system losses experienced by utility customers in the Pacific Northwest. A principal objective of this project is to assess the potential for electric energy conservation in the T and D systems of BPA's utility customers. The three data bases provide essential input on the number and operating characteristics of T and D component stocks that was used in another task of the CSEI Project to estimate the conservation supply functions that result from replacing existing stocks with more efficient components (Tepel et al. 1986). This document describes the three data bases, provides a guide to their use, and presents a summary characterization of the principal loss-generating components (lines and transformers) of the region's T and D systems.

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

    PubMed Central

    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. PMID:25493212

  15. 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.

  16. 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.

  17. 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.

  18. Case study: the Health SmartLibrary* experiences in web personalization and customization at the Galter Health Sciences Library, Northwestern University

    PubMed Central

    Shedlock, James; Frisque, Michelle; Hunt, Steve; Walton, Linda; Handler, Jonathan; Gillam, Michael

    2010-01-01

    Question: How can the user's access to health information, especially full-text articles, be improved? The solution is building and evaluating the Health SmartLibrary (HSL). Setting: The setting is the Galter Health Sciences Library, Feinberg School of Medicine, Northwestern University. Method: The HSL was built on web-based personalization and customization tools: My E-Resources, Stay Current, Quick Search, and File Cabinet. Personalization and customization data were tracked to show user activity with these value-added, online services. Main Results: Registration data indicated that users were receptive to personalized resource selection and that the automated application of specialty-based, personalized HSLs was more frequently adopted than manual customization by users. Those who did customize customized My E-Resources and Stay Current more often than Quick Search and File Cabinet. Most of those who customized did so only once. Conclusion: Users did not always take advantage of the services designed to aid their library research experiences. When personalization is available at registration, users readily accepted it. Customization tools were used less frequently; however, more research is needed to determine why this was the case. PMID:20428276

  19. Do reports on drinking water quality affect customers' concerns? Experiments in report content.

    PubMed

    Johnson, Branden B

    2003-10-01

    The Safe Drinking Water Act Amendments of 1996 required U.S. utilities to report on drinking water quality to their customers annually, beginning in fall 1999, on the assumption that such reports would alert them to quality problems and perhaps mobilize pressure for improvement. A random sample of New Jersey customers read alternative versions of a water quality report, in an experiment on reactions to water quality information under U.S. Environmental Protection Agency (USEPA) rules. Experiment design was 2 x 3 + 1: two versions each--one with, one without, a violation of a health standard--of a report that was (1) Qualitative (without water quality numbers, thus not meeting USEPA rules); (2) Basic, with minimal information meeting the rules; or (3) Extended, adding reading aids and utility performance information; plus a control instrument without any hypothetical report. Results of ANOVA suggest the reports will have less effect than hoped or feared. These manipulations were successful: people reading the Qualitative versions were less likely to say that the report gave the amounts of substances found in the water, and those reading Violation versions were more likely to report a violation of a health standard. The main differences in responses to the report involved the judged adequacy of the information, and to a lesser extent responses on a Concern scale (constructed from measures of concern, judged risk, clean-up intentions, distrust of utility information, and doubt that the utility was doing all it could to improve water quality). Overall judgments of water quality and utility performance did not change, either relative to the controls or in before versus after responses. Qualitative reports performed worse than others, confirming the decision to have utilities report actual contaminant levels. Extended reports did only slightly better than the Basic versions on these measures. Many respondents had trouble identifying the presence or absence of substance

  20. Customer care in the NHS.

    PubMed

    Ruddick, Fred

    2015-01-20

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

  1. Customized Care: An intervention to Improve Communication and health outcomes in multimorbidity

    PubMed Central

    Wittink, Marsha N.; Yilmaz, Sule; Walsh, Patrick; Chapman, Ben; Duberstein, Paul

    2016-01-01

    Introduction Many primary care patients with multimorbidity (two or more chronic conditions) and depression or anxiety have day-to-day challenges that affect health outcomes, such as having financial or housing concerns, or dealing with social or emotional stressors. Yet, primary care providers (PCPs) are often unaware of patients' daily challenges coping with chronic disease. We developed Customized Care, an intervention, to address the barriers to effective communication about patient's day-to-day challenges. Methods In this report we describe the rationale and design of a randomized clinical pilot study to examine the effect of Customized Care on patient-PCP communication and patient health outcomes, including depression, anxiety and functional outcomes. Customized Care comprises two components: (1) a computer-based discussion prioritization tool (DPT) designed to empower patients to communicate their health related priorities; and (2) a customized question prompt list (QPL) tailored to these priorities. Primary care clinic patients and PCPs participated in the study, which consisted of in-person patient assessments, audio recording and transcription of the patient-PCP office visit, and follow-up patient assessments by phone. Results We describe study participant demographics and development of a coding manual to assess communication within the office visit. Participants were recruited from an urban primary care clinic. Sixty patients and 12 PCPs were enrolled over six months. Conclusions With better communication about everyday challenges, patients and PCPs can have more informed discussions about health care options that positively influence patient outcomes. We expect that Customized Care will improve patient-PCP communication about day-to-day challenges, which can lead to better health outcomes. PMID:28191546

  2. Four Easy Steps to Drastically Improve Your Phone-Based Customer Service.

    PubMed

    Peller, Spencer; Beimes, Zachary

    2015-01-01

    Japan is renowned for impeccable customer service (as anyone who's watched an apple get wrapped up like a crown jewel in a Tokyo grocery store will tell you). The Japanese concept of kaizen (constant improvement) is a fundamental reason for this, and for the enduring success of conglomerates such as Toyota, Honda, and Sony. From afar, you may think this trait is caused by something in the waters from Mt. Fuji, but many in the know credit the work of an American engineer named W. Edwards Deming as the catalyst for this movement. If his ideas could transform a nation, there's no question they can improve the patient satisfaction rates at your practice.

  3. Continuous quality improvement in contract research organizations--the customer focus.

    PubMed

    Sollecito, W A; Kaluzny, A D

    1999-01-01

    The challenge of quality improvement extends beyond traditional service delivery organizations. This is the first of a two-part series on the application of continuous quality improvement (CQI) to contract research organizations associated with the pharmaceutical and biotechnology industry. The challenges and processes of clinical trials research, and the role of CQI within that process, are presented. The importance of customer focus, which is a key element of CQI, is described here as the foundation of the CQI process among contract research organizations (CROs) and as a major contributing factor to their success in recent years.

  4. 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.

  5. Automated SNP genotype clustering algorithm to improve data completeness in high-throughput SNP genotyping datasets from custom arrays.

    PubMed

    Smith, Edward M; Littrell, Jack; Olivier, Michael

    2007-12-01

    High-throughput SNP genotyping platforms use automated genotype calling algorithms to assign genotypes. While these algorithms work efficiently for individual platforms, they are not compatible with other platforms, and have individual biases that result in missed genotype calls. Here we present data on the use of a second complementary SNP genotype clustering algorithm. The algorithm was originally designed for individual fluorescent SNP genotyping assays, and has been optimized to permit the clustering of large datasets generated from custom-designed Affymetrix SNP panels. In an analysis of data from a 3K array genotyped on 1,560 samples, the additional analysis increased the overall number of genotypes by over 45,000, significantly improving the completeness of the experimental data. This analysis suggests that the use of multiple genotype calling algorithms may be advisable in high-throughput SNP genotyping experiments. The software is written in Perl and is available from the corresponding author.

  6. 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

  7. Surveying your internal customers.

    PubMed

    Weir, V L

    1998-06-01

    Internal customers often are overlooked when business techniques are applied. By applying common external customer satisfaction survey techniques to internal business functions, one hospital identified areas for improvement.

  8. Lessons Learned: A review of utility experience with conservation and load management programs for commercial and industrial customers

    SciTech Connect

    Nadel, S.

    1990-10-01

    This report examines utility experience with conservation and load management (C LM) programs of commercial and industrial (C I) customers in order to summarize the lessons learned from program experiences to date and what these teach us about how to operate successful programs in the future. This analysis was motivated by a desire to learn about programs which achieve high participation rates and high electricity savings while remaining cost effective. Also, we wanted to review the very latest experiences with innovative program approaches -- approaches that might prove useful to utilities as they scale up their C LM activities. Specific objectives of this phase of the study are threefold: (1) To disseminate information on utility C LM experience to a nationwide audience. (2) To review current New York State utility programs and make suggestions on how these programs can be improved. (3) To collect data for the final phase of the American Council for an Energy-Efficient Economy/New York State Energy Research and Development Authority project, which will examine the savings that are achievable if C LM programs are pushed to the limit'' of current knowledge on how to structure and run cost-effective C LM programs. 19 tabs.

  9. Menu Analysis for Improved Customer Demand and Profitability in Hospital Cafeterias.

    PubMed

    Mann, Linda L.; MacInnis, Donna; Gardiner, Nicole

    1999-01-01

    Several sophisticated menu analysis methods have been compared in studies using theoretical restaurant menus. Institutional and especially hospital cafeterias differ from commercial restaurants in ways that may influence the effectiveness of these menu analysis methods. In this study, we compared three different menu analysis methods - menu engineering, goal value analysis, and marginal analysis in an institutional setting, to evaluate their relative effectiveness for menu management decision-making. The three methods were used to analyze menu cost and sales data for a representative cafeteria in a large metropolitan hospital. The results were compared with informal analyses by the manager and an employee to determine accuracy and value of information for decision-making. Results suggested that all three methods would improve menu planning and pricing, which in turn would enhance customer demand (revenue) and profitability. However, menu engineering was ranked the easiest of the three methods to interpret.

  10. [Measurement of customer satisfaction and participation of citizens in improving the quality of healthcare services.].

    PubMed

    Degrassi, Flori; Sopranzi, Cristina; Leto, Antonella; Amato, Simona; D'Urso, Antonio

    2009-01-01

    Managing quality in health care whilst ensuring equity is a fundamental aspect of the provision of services by healthcare organizations. Measuring perceived quality of care is an important tool for evaluating the quality of healthcare delivery in that it allows the implementation of corrective actions to meet the healthcare needs of patients. The Rome B (ASL RMB) local health authority adopted the UNI EN 10006:2006 norms as a management tool, therefore introducing the evaluation of customer satisfaction as an opportunity to involve users in the creation of quality healthcare services with and for the citizens. This paper presents the activities implemented and the results achieved with regards to shared and integrated continuous improvement of services.

  11. 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.

  12. 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.

  13. Electrolysis Performance Improvement and Validation Experiment

    NASA Technical Reports Server (NTRS)

    Schubert, Franz H.

    1992-01-01

    Viewgraphs on electrolysis performance improvement and validation experiment are presented. Topics covered include: water electrolysis: an ever increasing need/role for space missions; static feed electrolysis (SFE) technology: a concept developed for space applications; experiment objectives: why test in microgravity environment; and experiment description: approach, hardware description, test sequence and schedule.

  14. Task clarification, performance feedback, and social praise: Procedures for improving the customer service of bank tellers.

    PubMed

    Crowell, C R; Anderson, D C; Abel, D M; Sergio, J P

    1988-01-01

    Customer service for bank tellers was defined in terms of 11 verbal behavior categories. An audio-recording system was used to track the occurrence of behaviors in these categories for six retail banking tellers. Three behavior management interventions (task clarification, performance feedback, and social praise), applied in sequence, were designed to improve overall teller performance with regard to the behavioral categories targeted. Clarification was accomplished by providing clear delineation of the various target categories, with specific examples of the behaviors in each. Feedback entailed presentation of ongoing verbal and visual information regarding teller performance. Praise consisted of verbal recognition of teller performance by branch managers. Results showed that clarification effects emerged quickly, producing an overall increase in desired behaviors of 12% over baseline. Feedback and praise effects occurred more gradually, resulting in overall increases of 6% and 7%, respectively. A suspension of all procedures led to a decline in overall performance, whereas reinstatement of feedback and praise was again accompanied by performance improvement. These findings extend the generality of behavior management applications and help to distinguish between possible antecedent and consequent effects of performance feedback.

  15. Establishing Customer Requirements: An Instructional Analysis for Continuous Quality Improvement Training Design.

    ERIC Educational Resources Information Center

    Gallagher, Jo D.

    Establishing customer requirements spans two steps in the planning for quality set forth by Juran (1988), those of discovering customer needs and expectations and translating them into the language of those responsible for meeting the needs. The need for training was documented in a large, decentralized service organization through qualitative…

  16. A Custom Probe Station for Microstrip Detector Quality Assurance of the CBM Experiment

    NASA Astrophysics Data System (ADS)

    Panasenko, I.; Lavrik, E.; Lymanets, A.; Schmidt, H. R.

    2016-08-01

    The double-sided silicon microstrip sensors with 58µm pitch are the main building blocks of the Silicon Tracking System (STS) — the central detector of the Compressed Baryonic Matter (CBM) Experiment. The STS will employ about 1200 such sensors arranged on eight traking stations. Electrical characterization of the sensors is necessary to ensure their compliance with the specifications. For this purpuse a custom probe station is being developed at Tuebingen University. One of the main requirements is a high accuracy and a repeatability better than 1 µm to allow an automatic, succesive positioning on all 1024 pads of a sensor, as well as a positioning range in accordance with the size of STS sensors. The probe station is controlled via dedicated software developed at Tuebingen University. It allows to inspect the required ~10% of the sensors on the series production stage with characterization time 4-5 hours per one double-sided sensor. The construction of the probe station and first measurements are discussed in this paper.

  17. Improving similarity-driven library design: customized matching and regioselective feature trees.

    PubMed

    Fischer, J Robert; Lessel, Uta; Rarey, Matthias

    2011-09-26

    Reduced graph descriptors, like feature trees, are frequently applied in cases where the relative arrangement of functional groups is more important than exact substructure matches. Due to their ability to deal with fragmented molecules, they are well-suited for fragment space search and library design. We recently presented LoFT, a novel focused library design approach based on feature trees. During evaluation two drawbacks of the reduced graph descriptor were discovered: First, regioisomeric substructures cannot be distinguished in feature tree mappings which results in a large information loss especially when connecting R-groups to cores. Second, the automatic matching procedure might result in undesired alignments, since the knowledge on what is considered as core by the user is not taken into account. In the following, we will present two approaches to overcome those drawbacks. The generation of the feature trees is modified, so that different arene substitution patterns can be recognized and a customized matching is introduced, allowing the user to determine the parts of the query, where the reagents are allowed to match. Subsequently we investigate the improvements on library design by reviewing the design scenarios which were already used for the evaluation of LoFT.

  18. 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.

  19. 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).

  20. The efficacy of staff training on improving internal customer satisfaction in a rural health setting.

    PubMed

    Hartley, R; Turner, R

    1995-09-01

    The NSW Health Department is 3 years into its customer satisfaction initiative. North West Health Service, one of the largest rural health districts, was among the first centres to embrace the customer satisfaction philosophy starting with compulsory training of all staff. This paper reports on changes in staff morale (internal satisfaction) as a result of that training. The data suggest that training per se has had minimal effect and argues for management development, particularly regarding leadership, rather than fiscal skills.

  1. 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.

  2. The Improvement Cycle: Analyzing Our Experience

    NASA Technical Reports Server (NTRS)

    Pajerski, Rose; Waligora, Sharon

    1996-01-01

    NASA's Software Engineering Laboratory (SEL), one of the earliest pioneers in the areas of software process improvement and measurement, has had a significant impact on the software business at NASA Goddard. At the heart of the SEL's improvement program is a belief that software products can be improved by optimizing the software engineering process used to develop them and a long-term improvement strategy that facilitates small incremental improvements that accumulate into significant gains. As a result of its efforts, the SEL has incrementally reduced development costs by 60%, decreased error rates by 85%, and reduced cycle time by 25%. In this paper, we analyze the SEL's experiences on three major improvement initiatives to better understand the cyclic nature of the improvement process and to understand why some improvements take much longer than others.

  3. Improved electrothermal performance of custom-shaped micro heater based on anisotropic laser-reduced graphene oxide

    NASA Astrophysics Data System (ADS)

    Zhang, Tian-Yu; Zhao, Hai-Ming; Yang, Zhen; Wang, Qian; Wang, Dan-Yang; Deng, Ning-Qin; Yang, Yi; Ren, Tian-Ling

    2016-10-01

    In this paper, a flexible heater based on anisotropic laser-reduced graphene oxide (LRGO) is established. Attributing to precision and shape design of laser processing and excellent adhesion of graphene oxide, the LRGO-based heater can be microminiaturized with custom patterns and integrated on various substrates, which is what the existing film heaters cannot do and can be widely used for wearable heating devices, flexural warming systems in medical science, and light deicing equipment and heaters for aero vehicles. The electrothermal performance of the anisotropic LRGO is investigated systematically through a series of experiments including Raman spectra, SEM, white-light interferograms, IV testing, and infrared thermography. The electrothermal performance of the LRGO with the parallel aligned direction is better than the LRGO with the vertical aligned direction. The electrothermal performance can be improved greatly through radiating repeatedly. The saturated temperature and heating rate of the LRGO radiated twice are almost double that of the LRGO radiated once. Radiating thrice damages the material and structure, reducing electrothermal performance.

  4. American Recovery and Reinvestment Act of 2009. Experiences from the Consumer Behavior Studies on Engaging Customers

    SciTech Connect

    Cappers, Peter; Scheer, Richard

    2014-09-01

    One of the most important aspects for the successful implementation of customer-facing programs is to better understand how to engage and communicate with consumers. Customer-facing programs include time-based rates, information and feedback, load management, and energy efficiency. This report presents lessons learned by utilities through consumer behavior studies (CBS) conducted as part of the Department of Energy’s (DOE) Smart Grid Investment Grant (SGIG) program. The SGIG CBS effort presents a unique opportunity to advance the understanding of consumer behaviors in terms of customer acceptance and retention, and electricity consumption and peak demand impacts. The effort includes eleven comprehensive studies with the aim of evaluating the response of residential and small commercial customers to time-based rate programs implemented in conjunction with advanced metering infrastructure and customer systems such as in-home displays, programmable communicating thermostats, and web portals. DOE set guidelines and protocols that sought to help the utilities design studies that would rigorously test and more precisely estimate the impact of time-based rates on customers’ energy usage patterns, as well as identify the key drivers that motivate behavioral changes.

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

    PubMed Central

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

    2017-01-01

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

  6. Improved Magnetic Reconnection Experiment at FRC Device

    NASA Astrophysics Data System (ADS)

    Xu, Ming; Zhou, Ruijie; Vasquez, Daniel; Huang, Tian-Sen; Prairie View Solar Observatory Team

    2014-10-01

    With experimental facility's improvement, magnetic reconnection has been further studied at Prairie View rotamak device. By adding one toroidal current in the central part of the rotamak device, the cutting of one magnetic field reverse configuration (FRC) as two FRCs in the experiment process becomes more obvious. Differing from the magnetic reconnection experiments conducted at other labs, where magnetic reconnection is formed with two ware-coiled currents buried in a chamber with large scale magnetic field, in our magnetic reconnection experiment the main source of the magnetic field is plasma current. Thus, the magnetic reconnection experiments conducted at rotamak device are closer to the one occurring in the space and on the sun. At the present stage, our experiments focus on the study of the change in electron temperature during the magnetic reconnection process. Furthermore, the ion temperature and plasma flow can be easily achieved from fast ion Doppler spectroscopy (IDS) diagnostic system, which makes the magnetic reconnection process more clearly.

  7. Quality Improvement of Business Education in Romanian Universities: The Student as Customer and Client

    ERIC Educational Resources Information Center

    Glaser-Segura, Daniel A.; Mudge, Suzanne; Bratianu, Constantin; Jianu, Ionela; Valcea, Sorin

    2007-01-01

    This study frames the quality transition of Romanian business education embracing the role of students as clients and customers. In the first part of the study, responses from ninety-four fourth-year Romanian students provided a statistically significant gap between the level of importance of business competences and their level of preparation.…

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

    ERIC Educational Resources Information Center

    Seeman, Elaine D.; O'Hara, Margaret

    2006-01-01

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

  9. 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.

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

    PubMed Central

    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

    2017-01-01

    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. PMID:28051113

  11. 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…

  12. 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.

  13. Improvement in cost-effectiveness and customer satisfaction by a quality management system according to EN ISO 9001:2000.

    PubMed

    Beholz, Sven; Konertz, Wolfgang

    2005-12-01

    The implementation of a quality management system (QMS) according to EN ISO 9001:2000 has proven to be possible for cardiac surgery departments. However, it remains unclear if a QMS can help to improve quality as indicated by cost-effectiveness and customer satisfaction. To control costs for medical goods and laboratory investigations an internal control system for the allocation of resources was implemented. Laboratory costs and medical goods per open heart procedure were investigated in the years 2000 to 2003. In terms of customer satisfaction, repeated questionnaire-based evaluation of referring physicians was obtained from 2001 to 2003 and the influence of repeated interventions on various aspects of communications was investigated. Costs of medical goods could be reduced by 6.1%, and for laboratory investigations by 35% per operation. Additionally, customer satisfaction could be increased efficiently with respect to accessibility and postoperative communication. By the introduction of a process based QMS, efficient control of the costs of medical goods and laboratory investigations could be achieved. Once a year repeat evaluation of satisfaction of advising physicians has proven to be a valuable tool in the process of continuous improvement.

  14. Using Ecosystem Experiments to Improve Vegetation Models

    SciTech Connect

    Medlyn, Belinda; Zaehle, S; DeKauwe, Martin G.; Walker, Anthony P.; Dietze, Michael; Hanson, Paul J.; Hickler, Thomas; Jain, Atul; Luo, Yiqi; Parton, William; Prentice, I. Collin; Thornton, Peter E.; Wang, Shusen; Wang, Yingping; Weng, Ensheng; Iversen, Colleen M.; McCarthy, Heather R.; Warren, Jeffrey; Oren, Ram; Norby, Richard J

    2015-05-21

    Ecosystem responses to rising CO2 concentrations are a major source of uncertainty in climate change projections. Data from ecosystem-scale Free-Air CO2 Enrichment (FACE) experiments provide a unique opportunity to reduce this uncertainty. The recent FACE Model–Data Synthesis project aimed to use the information gathered in two forest FACE experiments to assess and improve land ecosystem models. A new 'assumption-centred' model intercomparison approach was used, in which participating models were evaluated against experimental data based on the ways in which they represent key ecological processes. Identifying and evaluating the main assumptions caused differences among models, and the assumption-centered approach produced a clear roadmap for reducing model uncertainty. We explain this approach and summarize the resulting research agenda. We encourage the application of this approach in other model intercomparison projects to fundamentally improve predictive understanding of the Earth system.

  15. Using Ecosystem Experiments to Improve Vegetation Models

    DOE PAGES

    Medlyn, Belinda; Zaehle, S; DeKauwe, Martin G.; ...

    2015-05-21

    Ecosystem responses to rising CO2 concentrations are a major source of uncertainty in climate change projections. Data from ecosystem-scale Free-Air CO2 Enrichment (FACE) experiments provide a unique opportunity to reduce this uncertainty. The recent FACE Model–Data Synthesis project aimed to use the information gathered in two forest FACE experiments to assess and improve land ecosystem models. A new 'assumption-centred' model intercomparison approach was used, in which participating models were evaluated against experimental data based on the ways in which they represent key ecological processes. Identifying and evaluating the main assumptions caused differences among models, and the assumption-centered approach produced amore » clear roadmap for reducing model uncertainty. We explain this approach and summarize the resulting research agenda. We encourage the application of this approach in other model intercomparison projects to fundamentally improve predictive understanding of the Earth system.« less

  16. Measuring and improving the patient experience in radiology.

    PubMed

    Brook, Olga R; Siewert, Bettina; Weinstein, Jeffrey; Ahmed, Muneeb; Kruskal, Jonathan

    2017-04-01

    Recently enacted healthcare legislation and the associated payment reforms have shifted the focus from traditional fee for service models to adding measurable and appreciable value to the patient experience. The value equation links quality to costs, and quality metrics are now directly related to patient outcomes and the patient experience. To participate effectively in this new paradigm requires not only that we provide excellent, timely and appropriate patient-centric care at all times, but that we are able to measure and manage the feedback we obtain from our patients. Of course, in order to provide value-added care, we must know not only who our customers are, but what they value. In this review, we explore factors that impact patient perception and experience with imaging services. We further illustrate different ways that patient feedback can be elicited and provide pros and cons of each approach. Collecting appropriate data is insufficient by itself; such data must be carefully analyzed, and opportunities for improvement must be identified, introduced, and monitored ahead of future surveys.

  17. Customer convergence: patients, physicians, and employees share in the experience and evaluation of healthcare quality.

    PubMed

    Clark, Paul Alexander; Wolosin, Robert J; Gavran, Goran

    2006-01-01

    This article explores the interrelationships between three categories of service quality in healthcare delivery organizations: patient, employee, and physician satisfaction. Using the largest and most representative national databases available, the study compares the evaluations of hospital care by more than 2 million patients, 150,000 employees, and 40,000 physicians. The results confirm the relationship connecting employees' satisfaction and loyalty to their patients' satisfaction and loyalty. Patients' satisfaction and loyalty were also strongly associated with medical staff physicians' evaluations of overall satisfaction and loyalty to the hospital. Similarly, hospital employees' satisfaction and loyalty were related to the medical staff physicians' satisfaction with and loyalty to the hospital. Based upon the strength of the interrelationships, individual measures and subscales can serve as leverage points for improving linked outcomes. Patients, physicians, and employees, the three co-creators of health, agree on the evaluation of the quality of that service experience. The results demonstrate that promoting patient-centeredness, enhancing medical staff relations, and improving the satisfaction and loyalty of employees are not necessarily three separate activities in competition for hospital resources and marketing leadership attention.

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

    NASA Astrophysics Data System (ADS)

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

    2016-10-01

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

  19. Customer care.

    PubMed

    Kay, E J

    2003-03-22

    Everyone who is in business knows that the most important thing one can achieve is attracting and retaining customers. Now, before the BDJ is bombarded with complaints about ivory-tower academics talking theoretically about something of which they have no experience, I need to tell you that I do have real, live practical experience of business. Okay, it's not a business to do with dentistry, it's a business to do with horses, but nevertheless, it is a business and the basic premises of businesses apply to both dentistry and to riding stables. Remarkably also, there are a number of interesting analogies between running a riding school and running a dental practice!

  20. Improving massive experiments with threshold blocking

    PubMed Central

    Higgins, Michael J.; Sekhon, Jasjeet S.

    2016-01-01

    Inferences from randomized experiments can be improved by blocking: assigning treatment in fixed proportions within groups of similar units. However, the use of the method is limited by the difficulty in deriving these groups. Current blocking methods are restricted to special cases or run in exponential time; are not sensitive to clustering of data points; and are often heuristic, providing an unsatisfactory solution in many common instances. We present an algorithm that implements a widely applicable class of blocking—threshold blocking—that solves these problems. Given a minimum required group size and a distance metric, we study the blocking problem of minimizing the maximum distance between any two units within the same group. We prove this is a nondeterministic polynomial-time hard problem and derive an approximation algorithm that yields a blocking where the maximum distance is guaranteed to be, at most, four times the optimal value. This algorithm runs in O(n log n) time with O(n) space complexity. This makes it, to our knowledge, the first blocking method with an ensured level of performance that works in massive experiments. Whereas many commonly used algorithms form pairs of units, our algorithm constructs the groups flexibly for any chosen minimum size. This facilitates complex experiments with several treatment arms and clustered data. A simulation study demonstrates the efficiency and efficacy of the algorithm; tens of millions of units can be blocked using a desktop computer in a few minutes. PMID:27382151

  1. Manage customer-centric innovation--systematically.

    PubMed

    Selden, Larry; MacMillan, Ian C

    2006-04-01

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

  2. Improving molecular diagnosis of aniridia and WAGR syndrome using customized targeted array-based CGH

    PubMed Central

    Vallespín, Elena; Villaverde, Cristina; Martín-Arenas, Rubén; Vélez-Monsalve, Camilo; Lorda-Sánchez, Isabel; Nevado, Julián; Trujillo-Tiebas, María José; Lapunzina, Pablo; Ayuso, Carmen; Corton, Marta

    2017-01-01

    Chromosomal deletions at 11p13 are a frequent cause of congenital Aniridia, a rare pan-ocular genetic disease, and of WAGR syndrome, accounting up to 30% of cases. First-tier genetic testing for newborn with aniridia, to detect 11p13 rearrangements, includes Multiplex Ligation-dependent Probe Amplification (MLPA) and karyotyping. However, neither of these approaches allow obtaining a complete picture of the high complexity of chromosomal deletions and breakpoints in aniridia. Here, we report the development and validation of a customized targeted array-based comparative genomic hybridization, so called WAGR-array, for comprehensive high-resolution analysis of CNV in the WAGR locus. Our approach increased the detection rate in a Spanish cohort of 38 patients with aniridia, WAGR syndrome and other related ocular malformations, allowing to characterize four undiagnosed aniridia cases, and to confirm MLPA findings in four additional patients. For all patients, breakpoints were accurately established and a contiguous deletion syndrome, involving a large number of genes, was identified in three patients. Moreover, we identified novel microdeletions affecting 3' PAX6 regulatory regions in three families with isolated aniridia. This tool represents a good strategy for the genetic diagnosis of aniridia and associated syndromes, allowing for a more accurate CNVs detection, as well as a better delineation of breakpoints. Our results underline the clinical importance of performing exhaustive and accurate analysis of chromosomal rearrangements for patients with aniridia, especially newborns and those without defects in PAX6 after diagnostic screening. PMID:28231309

  3. Report: EPA Needs to Improve Management Practices to Ensure a Successful Customer Technology Solutions Project

    EPA Pesticide Factsheets

    Report #10-P-0194, August 23, 2010. Although EPA indicated it could avoid spending more than $115.4 million over 8.5 years by consolidating the desktop computing environment, improved management practices are needed.

  4. Report: Improved Contract Administration Needed for the Customer Technology Solutions Contract

    EPA Pesticide Factsheets

    Report #13-P-0398, September 16, 2013. Based on our review of the WCF contract EPW08034, which ended September 2012, the EPA needs to improve its contract administration to assist in managing other similar type contracts.

  5. 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.

  6. 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…

  7. Communicating Our Science to Our Customers: Drug Discovery in Five Simple Experiments.

    PubMed

    Pearson, Lesley-Anne; Foley, David William

    2017-02-09

    The complexities of modern drug discovery-an interdisciplinary process that often takes years and costs billions-can be extremely challenging to explain to a public audience. We present details of a 30 minute demonstrative lecture that uses well-known experiments to illustrate key concepts in drug discovery including synthesis, assay and metabolism.

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

    ERIC Educational Resources Information Center

    Heldenbrand, Lois; Simms, Michael S.

    2012-01-01

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

  9. 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.

  10. 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…

  11. Patients' satisfaction: customer relationship management as a new opportunity for quality improvement in thoracic surgery.

    PubMed

    Rocco, Gaetano; Brunelli, Alessandro

    2012-11-01

    Clinical and nonclinical indicators of performance are meant to provide the surgeon with tools to identify weaknesses to be improved. The World Health Organization's Performance Evaluation Systems represent a multidimensional approach to quality measurement based on several categories made of different indicators. Indicators for patient satisfaction may include overall perceived quality, accessibility, humanization and patient involvement, communication, and trust in health care providers. Patient satisfaction is included among nonclinical indicators of performance in thoracic surgery and is increasingly recognized as one of the outcome measures for delivered quality of care.

  12. Lessons Learnt from the Improvement of Customer Support Processes: A Case Study on Incident Management

    NASA Astrophysics Data System (ADS)

    Jäntti, Marko

    IT Infrastructure Library (ITIL) is the most widely used IT service management framework that provides guidelines how to create, manage and support IT services. Service support processes, such as incident management and problem management, are among the first ITIL processes that organizations start to implement. However, several challenges may exist in the process implementation. The research question of this study is: which issues are important in establishing an ITIL-based incident management process? The main contribution of this paper is to present lessons learnt from an ITIL-based process improvement project that focused on establishing an incident management process in an IS department of a university hospital. Our results show that key issues in implementing incident management are to 1) define the basic concepts of incident management with concrete examples and 2) define process interfaces between incident management and other support processes.

  13. Improving human welfare through appropriate technology: government responsibility, citizen duty or customer choice.

    PubMed

    Bell, M; Franceys, R

    1995-05-01

    This paper explores recent attempts to improve the effectiveness of environmental health programmes and projects by reference to the International Drinking Water Supply and Sanitation Decade (1980-1990) and beyond. Reference is made to how water and sanitation as technical interventions have drawn upon the natural sciences, notably concepts of race and sex, and the social sciences including culture and gender, for their authority and legitimacy. A new and apparently progressive movement, the Water Decade sought to challenge the powerful and enduring high tech image of development on which much western environmental and social transformations have been based. Beginning as a critique of modernism with a commitment to basic needs as human rights, it was driven by a recognition that sophisticated technology could not satisfy human health needs. Alternative technologies would, by contrast, cater for a more extensive and varied market and would promote participatory approaches to service delivery. The paper demonstrates how, during the course of the Decade, sections of the aid community began to redefine basic needs as commodities involving the efficient marketing and delivery of a product with minimal state intervention. Within a shifting international political and economic context, it examines the changing role of the expert and the links being forged between large donors, non-governmental organisations and the private sector. The significance of this reformulated progressivism for the development debate is then considered, notably in relation to concepts of citizenship, consumer choice and the role of the state.

  14. Smart Trigger Pre-Processor Custom Electronics for the PHENIX Experiment

    SciTech Connect

    James L. Nagle

    2003-01-15

    OAK-B135 The document provides a final technical report on activities and accomplishments of the experimental relativistic heavy ion physics group at the University of Colorado at Boulder as supported by the Outstanding Junior Investigator Program, Division of Nuclear Physics at the Department of Energy. All of the goals of the grant proposal were achieved during this last year of the Outstanding Junior Investigator funding period. The development of a Smart Trigger Pre-Processor module for fast trigger primitive calculations in the PHENIX experiment has been completed. We finalized the board design, constructed and tested two prototype modules, and with additional funding from the PHENIX project, we fabricated a full set of 15 modules for the Muon Tracking system. During Run-4 at RHIC:, we have begun the process of integrating these modules into the PHENIX data acquisition system, Additionally, we put a large Effort into developing new trigger and fast-track analysis methods for J{sup j}J data filtering and reconstruction. These algorithms make use of the trigger primitivE{approx}s generated via the new electronics.

  15. A custom CMOS imager for multi-beam laser scanning microscopy and an improvement of scanning speed

    NASA Astrophysics Data System (ADS)

    Seo, Min-Woong; Kagawa, Keiichiro; Yasutomi, Keita; Kawahito, Shoji

    2013-02-01

    Multi-beam laser scanning confocal microscopy with a 256 × 256-pixel custom CMOS imager performing focal-plane pinhole effect, in which any rotating disk is not required, is demonstrated. A specimen is illuminated by 32 × 32 diffraction limited light spots whose wavelength and pitch are 532nm and 8.4 μm, respectively. The spot array is generated by a microlens array, which is scanned by two-dimensional piezo actuator according to the scanning of the image sensor. The frame rate of the prototype is 0.17 Hz, which is limited by the actuator. The confocal effect has been confirmed by comparing the axial resolution in the confocal imaging mode with that of the normal imaging mode. The axial resolution in the confocal mode measured by the full width at half maximum (FWHM) for a planar mirror was 8.9 μm, which is showed that the confocality has been achieved with the proposed CMOS image sensor. The focal-plane pinhole effect in the confocal microscopy with the proposed CMOS imager has been demonstrated at low frame rate. An improvement of the scanning speed and a CMOS imager with photo-sensitivity modulation pixels suitable for high-speed scanning are also discussed.

  16. Improving customer satisfaction and quality: hospitals recognized by J.D. power and associates share insights on meeting patient and employee needs.

    PubMed

    2003-08-01

    For 35 years, J.D. Power and Associates has presented its much-coveted awards recognizing product and service quality and customer satisfaction in a variety of industries. This year, the company added a new category: hospitals. To better understand patients' reactions to their hospital experiences, the company looked at five key drivers of customer satisfaction: dignity and respect, speed and efficiency, comfort, information and communication, and emotional support. This issue looks at five hospitals recognized by the company for their service excellence and why they emphasize employee satisfaction as well as patient satisfaction.

  17. 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…

  18. The Behavior Engineering Model at Work on a Small Scale: Using Task Clarification, Self-Monitoring, and Public Posting To Improve Customer Service.

    ERIC Educational Resources Information Center

    Austin, John; Olson, Ryan; Wellisley, Julie Ann

    2001-01-01

    Explains Gilbert's Behavior Engineering Model that can enable the success of novice performance engineers by prompting appropriate front-end analysis and describes a performance improvement project conducted in the customer service department at an insurance agency. Discusses task clarification, employee self-monitoring, and public posting of…

  19. Just Imagine...Improving the Band Experience.

    ERIC Educational Resources Information Center

    Zerull, David S.

    1992-01-01

    Discusses the use of imagination as a tool to improve students' musicianship. Suggests that imagery can be used to teach intonation, tone color, sight-reading, and expression. Describes active listening in which the students must use musical memory and participate in musical expression to produce a certain sound that may be difficult to describe.…

  20. Exploring Customization in Higher Education: An Experiment in Leveraging Computer Spreadsheet Technology to Deliver Highly Individualized Online Instruction to Undergraduate Business Students

    ERIC Educational Resources Information Center

    Kunzler, Jayson S.

    2012-01-01

    This dissertation describes a research study designed to explore whether customization of online instruction results in improved learning in a college business statistics course. The study involved utilizing computer spreadsheet technology to develop an intelligent tutoring system (ITS) designed to: a) collect and monitor individual real-time…

  1. Prioritizing Efforts to Improve Foreign Public Opinion of America: Applying a Business Model to Discover and Create Customer Value

    DTIC Science & Technology

    2007-12-01

    ability to predict customer reaction, or it can result from unanticipated events and misfortunes, like the 2006 E. coli spinach outbreak in the...United States (CNN.com, 2006). This event not only dramatically reduced sales for the company that was the source of the spinach , but for all other...bagged spinach companies. 4. Neutral Attributes There are two types of neutral customer responses to certain attributes. McGrath and MacMillan refer

  2. Customer response to day-ahead wholesale market electricity prices: Case study of RTP program experience in New York

    SciTech Connect

    Goldman, C.; Hopper, N.; Sezgen, O.; Moezzi, M.; Bharvirkar, R.; Neenan, B.; Boisvert, R.; Cappers, P.; Pratt, D.

    2004-07-01

    There is growing interest in policies, programs and tariffs that encourage customer loads to provide demand response (DR) to help discipline wholesale electricity markets. Proposals at the retail level range from eliminating fixed rate tariffs as the default service for some or all customer groups to reinstituting utility-sponsored load management programs with market-based inducements to curtail. Alternative rate designs include time-of-use (TOU), day-ahead real-time pricing (RTP), critical peak pricing, and even pricing usage at real-time market balancing prices. Some Independent System Operators (ISOs) have implemented their own DR programs whereby load curtailment capabilities are treated as a system resource and are paid an equivalent value. The resulting load reductions from these tariffs and programs provide a variety of benefits, including limiting the ability of suppliers to increase spot and long-term market-clearing prices above competitive levels (Neenan et al., 2002; Boren stein, 2002; Ruff, 2002). Unfortunately, there is little information in the public domain to characterize and quantify how customers actually respond to these alternative dynamic pricing schemes. A few empirical studies of large customer RTP response have shown modest results for most customers, with a few very price-responsive customers providing most of the aggregate response (Herriges et al., 1993; Schwarz et al., 2002). However, these studies examined response to voluntary, two-part RTP programs implemented by utilities in states without retail competition.1 Furthermore, the researchers had limited information on customer characteristics so they were unable to identify the drivers to price response. In the absence of a compelling characterization of why customers join RTP programs and how they respond to prices, many initiatives to modernize retail electricity rates seem to be stymied.

  3. Improving Target Characterization for Laboratory Astrophysics Experiments

    NASA Astrophysics Data System (ADS)

    Marion, D. C.; Grosskopf, M. J.; Kuranz, C. C.; Drake, R. P.; Huntington, C. M.; Doss, F. W.; Krauland, C. M.; Distefano, C. A.

    2010-11-01

    We have fabricated and characterized targets for laboratory astrophysics since 2003, and have made improvements focusing on characterizing particular target features and their variances. Examples of measurements include machined features, material thickness and uniformity, location and thickness of glue, and mating conditions between adjacent materials. Measurements involve new technology and characterization methods, such as pre-shot radiography. More accurate characterization also leads to improvements in fabrication techniques, and helps integrate new technology into our build process. Quantifying variances more precisely also helps us better evaluate each fabrication method for both accuracy and consistency. We present these characterization methods and their impact on fabrication. This work is funded by the Predictive Sciences Academic Alliances Program in NNSA-ASC via grant DEFC52- 08NA28616, by the NNSA-DS and SC-OFES Joint Program in High-Energy-Density Laboratory Plasmas, grant number DE-FG52-09NA29548, and by the National Laser User Facility Program, grant number DE-FG52-09NA29034.

  4. 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.

  5. Improving the User Experience of Finding and Visualizing Oceanographic Data

    NASA Astrophysics Data System (ADS)

    Rauch, S.; Allison, M. D.; Groman, R. C.; Chandler, C. L.; Galvarino, C.; Gegg, S. R.; Kinkade, D.; Shepherd, A.; Wiebe, P. H.; Glover, D. M.

    2013-12-01

    users to construct their own custom searches by applying multiple filters. New filtering and visualization tools are continually being added to the BCO-DMO system as new data types are encountered and as we receive feedback from our data contributors and users. As our system becomes more complex, teaching users about the many interactive features becomes increasingly important. Tutorials and videos are made available online. Recent in-person classroom-style tutorials have proven useful for both demonstrating our system to users and for obtaining feedback to further improve the user experience. References: [1] University of Minnesota. MapServer: Open source web mapping. http://www.mapserver.org [2] OpenLayers: Free Maps for the Web. http://www.openlayers.org [3] Sencha. ExtJS. http://www.sencha.com/products/extjs [4] MySQL. http://www.mysql.com/ [5] Maffei, A. R., Rozell, E. A., West, P., Zednik, S., and Fox, P. A. 2011. Open Standards and Technologies in the S2S Framework. Abstract IN31A-1435 presented at American Geophysical Union 2011 Fall Meeting, San Francisco, CA, 7 December 2011.

  6. 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.

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

    ERIC Educational Resources Information Center

    Eikenhout, Nelson; Austin, John

    2005-01-01

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

  8. 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

    2017-02-20

    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.

  9. Electricity Customers

    EPA Pesticide Factsheets

    This page discusses key sectors and how they use electricity. Residential, commercial, and industrial customers each account for roughly one-third of the nation’s electricity use. The transportation sector also accounts for a small fraction of electricity.

  10. Custom microcircuits

    NASA Technical Reports Server (NTRS)

    1991-01-01

    The goals of this program are to develop custom microcircuit technology, also known as Application Specific Integrated Circuit (ASIC) technology, for use in flight and ground programs. Supporting this effort are activities to investigate the effects of the space environment, and particularly ionizing radiation, on microcircuits and to develop a space qualification methodology. Another aspect of the program emphasizes innovative applications of custom microcircuit technology to image and signal processing and communications.

  11. Driving Demand for Home Energy Improvements: Motivating residential customers to invest in comprehensive upgrades that eliminate energy waste, avoid high utility bills, and spur the economy

    SciTech Connect

    Fuller, Merrian C.

    2010-09-20

    Policy makers and program designers in the U.S. and abroad are deeply concerned with the question of how to scale up energy efficiency to a level that is commensurate both to the scale of the energy and climate challenges we face, and to the potential for energy savings that has been touted for decades. When policy makers ask what energy efficiency can do, the answers usually revolve around the technical and economic potential of energy efficiency - they rarely hone in on the element of energy demand that matters most for changing energy usage in existing homes: the consumer. A growing literature is concerned with the behavioral underpinnings of energy consumption. We examine a narrower, related subject: How can millions of Americans be persuaded to divert valued time and resources into upgrading their homes to eliminate energy waste, avoid high utility bills, and spur the economy? With hundreds of millions of public dollars flowing into incentives, workforce training, and other initiatives to support comprehensive home energy improvements, it makes sense to review the history of these programs and begin gleaning best practices for encouraging comprehensive home energy improvements. Looking across 30 years of energy efficiency programs that targeted the residential market, many of the same issues that confronted past program administrators are relevant today: How do we cost-effectively motivate customers to take action? Who can we partner with to increase program participation? How do we get residential efficiency programs to scale? While there is no proven formula - and only limited success to date with reliably motivating large numbers of Americans to invest in comprehensive home energy improvements, especially if they are being asked to pay for a majority of the improvement costs - there is a rich and varied history of experiences that new programs can draw upon. Our primary audiences are policy makers and program designers - especially those that are relatively

  12. Surgical results of cranioplasty with a polymethylmethacrylate customized cranial implant in pediatric patients: a single-center experience.

    PubMed

    Fiaschi, Pietro; Pavanello, Marco; Imperato, Alessia; Dallolio, Villiam; Accogli, Andrea; Capra, Valeria; Consales, Alessandro; Cama, Armando; Piatelli, Gianluca

    2016-06-01

    OBJECTIVE Cranioplasty is a reconstructive procedure used to restore skull anatomy and repair skull defects. Optimal skull reconstruction is a challenge for neurosurgeons, and the strategy used to achieve the best result remains a topic of debate, especially in pediatric patients for whom the continuing skull growth makes the choice of material more difficult. When the native bone flap, which is universally accepted as the preferred option in pediatric patients, is unavailable, the authors' choice of prosthetic material is a polymethylmethacrylate (PMMA) implant designed using a custom-made technique. In this paper the authors present the results of their clinical series of 12 custom-made PMMA implants in pediatric patients. METHODS A retrospective study of the patients who had undergone cranioplasty at Gaslini Children's Hospital between 2006 and 2013 was conducted. A total of 12 consecutive cranioplasties in 12 patients was reviewed, in which a patient-specific PMMA implant was manufactured using a virtual 3D model and then transformed into a physical model using selective laser sintering or 3D printing. All patients or parents were administered a questionnaire to assess how the patient/parent judged the aesthetic result. RESULTS Patient age at craniectomy ranged from 5 months to 12.5 years, with a mean age of 84.33 months at cranioplasty. The mean extension of the custom-made plastic was 56.83 cm(2). The mean time between craniectomy and cranioplasty was 9.25 months. The mean follow-up duration was 55.7 months. No major complications were recorded; 3 patients experienced minor/moderate complications (prosthesis dislocation, granuloma formation, and fluid collection). CONCLUSIONS In this patient series, PMMA resulted in an extremely low complication rate and the custom-made technique was associated with an excellent grade of patient or parent satisfaction on long-term follow up.

  13. Hedging customers.

    PubMed

    Dhar, Ravi; Glazer, Rashi

    2003-05-01

    You are a marketing director with $5 million to invest in customer acquisition and retention. Which customers do you acquire, and which do you retain? Up to a point, the choice is obvious: Keep the consistent big spenders and lose the erratic small ones. But what about the erratic big spenders and the consistent small ones? It's often unclear whether you should acquire or retain them and at what cost. Businesses have begun dealing with unpredictable customer behavior by following the practices of sophisticated investors who own portfolios comprising dozens of stocks with different, indeed divergent, histories and prospects. Each portfolio is diversified so as to produce the investor's desired returns at the particular level of uncertainty he or she can tolerate. Customers, too, are assets--risky assets. As with stocks, the cost of acquiring them is supposed to reflect the cash-flow values they are likely to generate. The authors explain how to construct a portfolio based on the notion that a customer's risk-adjusted lifetime value depends on its anticipated effect on the riskiness of the group it is joining. They also show how this approach was used to identify the best prospects for Myron Corporation, a global leader in the personalized business-gift industry. The concept of risk-adjusted lifetime value has a transforming power: For companies that rely on it, product managers will be replaced by customer managers, and the current method of accounting for profit and loss--which is by product--will be replaced by one that determines each customer's P&L. Once adjusted for risk, those P&Ls will become the firm's key performance and operational metric.

  14. A compass for customer needs.

    PubMed

    Hines, J D; Murray, M

    1998-02-01

    Baldor Electric uses a tool it calls the value formula to help teach its employees to look at their work through the eyes of the customer. In fact, the goal of the value improvement process is to focus everyone on customer value, and the employees, by going through five training courses, learn how improving quality and service and reducing cost and time lead to higher value for the customer.

  15. Business office customer service units pay dividends.

    PubMed

    Baldwin, K R

    1996-05-01

    Business office managers, pressured to meet cash collection goals, sometimes fail to plan and implement restructuring and training initiatives that would improve customer relations. Even when customers complain about poor service, little may be done to address those concerns. But savvy business office managers are realizing that the potential benefits of forming a dedicated customer service unit within the business office include a well-run, customer-focused operation and improved customer satisfaction.

  16. Customer Loyalty and Customer Relationship Management

    NASA Astrophysics Data System (ADS)

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

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

  17. 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.

  18. A Quality Improvement Course Review of Advanced Pharmacy Practice Experiences

    PubMed Central

    Hornsby, Lori B.; Phillippe, Haley M.; Kelley, Kristi; McDonough, Sharon

    2011-01-01

    Objectives. To determine strengths of and quality improvements needed in advanced pharmacy practice experiences (APPE) through a systematic course review process. Design. Following the “developing a curriculum” (DACUM) format, course materials and assessments were reviewed by the curricular subcommittee responsible for experiential education and by key stakeholders. Course sequence overview and data were presented and discussed. A course review worksheet was completed, outlining strengths and areas for improvement. Assessment. Student feedback was positive. Strengths and areas for improvement were identified. The committee found reviewing the sequence of 8 APPE courses to be challenging. Conclusions. Course reviews are a necessary process in curricular quality improvement but can be difficult to accomplish. We found overall feedback about APPEs was positive and student performance was high. Areas identified as needing improvement will be the focus of continuous quality improvement of the APPE sequence. PMID:21931454

  19. Development of novel on-chip, customer-design spiral biasing adaptor on for Si drift detectors and detector arrays for X-ray and nuclear physics experiments

    NASA Astrophysics Data System (ADS)

    Li, Zheng; Chen, Wei

    2014-11-01

    A novel on-chip, customer-design spiral biasing adaptor (SBA) has been developed. A single SBA is used for biasing a Si drift detector (SDD) and SDD array. The use of an SBA reduces the biasing current. This paper shows the calculation of the geometry of an SBA and an SDD to get the best drift field in the SDD and SDD array. Prototype SBAs have been fabricated to verify the concept. Electrical measurements on these SBAs are in agreement with the expectations. The new SDD array with an SBA can be used for X-ray detection and in nuclear physics experiments.

  20. Do information, price, or morals influence ethical consumption? A natural field experiment and customer survey on the purchase of Fair Trade coffee.

    PubMed

    Andorfer, Veronika A; Liebe, Ulf

    2015-07-01

    We address ethical consumption using a natural field experiment on the actual purchase of Fair Trade (FT) coffee in three supermarkets in Germany. Based on a quasi-experimental before-and-after design the effects of three different treatments - information, 20% price reduction, and a moral appeal - are analyzed. Sales data cover actual ethical purchase behavior and avoid problems of social desirability. But they offer only limited insights into the motivations of individual consumers. We therefore complemented the field experiment with a customer survey that allows us to contrast observed (ethical) buying behavior with self-reported FT consumption. Results from the experiment suggest that only the price reduction had the expected positive and statistically significant effect on FT consumption.

  1. Improved Kennedy-Thorndike experiment to test special relativity

    NASA Technical Reports Server (NTRS)

    Hils, Dieter; Hall, J. L.

    1990-01-01

    A modern version of the Kennedy-Thorndike experiment was carried out by searching for sidereal variations between the frequency of a laser locked to an I2 reference line and a laser locked to the resonance frequency of a highly stable cavity. No variations were found at the level of 2 x 10 to the -12th. This represents a 300-fold improvement over the original Kennedy-Thorndike experiment and allows the Lorentz transformations to be deduced entirely from experiment at an accuracy level of 70 ppm.

  2. Parents of Adolescents with Mental Disorders: Improving Their Caregiving Experience

    ERIC Educational Resources Information Center

    Gatta, Michela; Zotto, Lara Dal; Nequinio, Giulia; Col, Lara Del; Sorgato, Rosaria; Ceranto, Giovanni; Testa, Costantino Paolo; Pertile, Riccardo; Battistella, Pier Antonio

    2011-01-01

    Several studies have demonstrated that the family members of adolescents with mental diseases experience distress, anxiety and depression, as well as economic strain, all of which contribute to physical and psychological caregiver morbidity. The aim of this study was to assess the effectiveness of intervention to improve the caregiving experience…

  3. Improving Fruit and Vegetable Consumption Among Low-Income Customers at Farmers Markets: Philly Food Bucks, Philadelphia, Pennsylvania, 2011

    PubMed Central

    Aquilante, Jennifer L.; Solomon, Sara; Colby, Lisa; Kawinzi, Mukethe A.; Uy, Nicky; Mallya, Giridhar

    2013-01-01

    Introduction We evaluated whether Philly Food Bucks, a bonus incentive program at farmers markets, is associated with increased fruit and vegetable consumption and Supplemental Nutrition Assistance Program (SNAP) sales at farmers markets in low-income areas. Methods A convenience sample of 662 customers at 22 farmers markets in low-income neighborhoods in Philadelphia, Pennsylvania, was surveyed via face-to-face interviews. Questions addressed shopping characteristics, self-reported change in fruit and vegetable consumption, whether customers tried new fruits or vegetables, use of Philly Food Bucks, and demographic information. Market-level SNAP sales and Philly Food Bucks redemption data were also collected to monitor sales patterns. Results Philly Food Bucks users were significantly more likely than nonusers to report increasing fruit and vegetable consumption (OR, 2.4; 95% CI, 1.6–3.7; P < .001) and to report trying new fruits or vegetables (OR 1.8; 95% CI, 1.2–2.7; P = .006). At the market level, average SNAP sales more than doubled at farmers markets in low-income areas in the first 2 years of the Philly Food Bucks program. At the city’s largest farmers market in a low-income area, the program was associated with an almost 5-fold higher increase in annual SNAP sales compared with baseline. Conclusion Results from this study demonstrate that a bonus incentive program tied to SNAP was associated with self-reported increases in fruit and vegetable consumption and increased SNAP sales at participating farmers markets in low-income communities. More research is warranted to evaluate the long-term impact of bonus incentives on farmers market use, dietary behaviors, and health outcomes. PMID:24135390

  4. Custom ultrasonic instrumentation for flow measurement and real-time binary gas analysis in the CERN ATLAS experiment

    NASA Astrophysics Data System (ADS)

    Alhroob, M.; Battistin, M.; Berry, S.; Bitadze, A.; Bonneau, P.; Boyd, G.; Crespo-Lopez, O.; Degeorge, C.; Deterre, C.; Di Girolamo, B.; Doubek, M.; Favre, G.; Hallewell, G.; Katunin, S.; Lombard, D.; Madsen, A.; McMahon, S.; Nagai, K.; O'Rourke, A.; Pearson, B.; Robinson, D.; Rossi, C.; Rozanov, A.; Stanecka, E.; Strauss, M.; Vacek, V.; Vaglio, R.; Young, J.; Zwalinski, L.

    2017-01-01

    The development of custom ultrasonic instrumentation was motivated by the need for continuous real-time monitoring of possible leaks and mass flow measurement in the evaporative cooling systems of the ATLAS silicon trackers. The instruments use pairs of ultrasonic transducers transmitting sound bursts and measuring transit times in opposite directions. The gas flow rate is calculated from the difference in transit times, while the sound velocity is deduced from their average. The gas composition is then evaluated by comparison with a molar composition vs. sound velocity database, based on the direct dependence between sound velocity and component molar concentration in a gas mixture at a known temperature and pressure. The instrumentation has been developed in several geometries, with five instruments now integrated and in continuous operation within the ATLAS Detector Control System (DCS) and its finite state machine. One instrument monitors C3F8 coolant leaks into the Pixel detector N2 envelope with a molar resolution better than 2ṡ 10‑5, and has indicated a level of 0.14 % when all the cooling loops of the recently re-installed Pixel detector are operational. Another instrument monitors air ingress into the C3F8 condenser of the new C3F8 thermosiphon coolant recirculator, with sub-percent precision. The recent effect of the introduction of a small quantity of N2 volume into the 9.5 m3 total volume of the thermosiphon system was clearly seen with this instrument. Custom microcontroller-based readout has been developed for the instruments, allowing readout into the ATLAS DCS via Modbus TCP/IP on Ethernet. The instrumentation has many potential applications where continuous binary gas composition is required, including in hydrocarbon and anaesthetic gas mixtures.

  5. Customizing Group Therapy.

    ERIC Educational Resources Information Center

    Chambliss, Catherine; Oxman, Elaine

    The group therapy context provides unparalleled opportunities for cost effective learning. However, within group meetings, therapists must strive to tailor psychological services to address the particular needs of individual patients. Creative means of customizing patients experiences within group are needed in order to address consumer needs…

  6. 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.

  7. 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

  8. [Use of customer relationship management to improve healthcare for citizens. The 24h Andalusian Health Service: Healthline].

    PubMed

    Quero, Manuel; Ramos, María Belén; López, Wilfredo; Cubillas, Juan José; González, José María; Castillo, José Luis

    2016-01-01

    Salud Responde (in English: Healthline) is a Health Service and Information Centre of the taxpayer-funded Andalusian Health System (AHS) that offers a Telephone Health Advisory Service called SA24h, among other services. The main objective of SA24h is to inform and advise citizens on health issues and the available health resources of the AHS. SA24h has a Customer Relationship Management information technology tool that organises information at various levels of specialization. Depending on the difficulty of the query, the citizen is attended by professionals with distinct profiles, providing a consensual response within the professionals working within Salud Responde or within other healthcare levels of the AHS. SA24h provided responses to 757,168 patient queries from late 2008 to the end of 01/12/2015. A total of 9.38% of the consultations were resolved by the non-health professionals working at Salud Responde. The remaining 84.07% were resolved by health staff. A total of 6.5% of users were referred to accident and emergency facilities while 88.77% did not need to attend their general practitioner within the next 24hours, thus avoiding unnecessary visits to health care facilities.

  9. 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.

  10. 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.

  11. Custom real-time ultrasonic instrumentation for simultaneous mixture and flow analysis of binary gases in the CERN ATLAS experiment

    NASA Astrophysics Data System (ADS)

    Alhroob, M.; Battistin, M.; Berry, S.; Bitadze, A.; Bonneau, P.; Boyd, G.; Crespo-Lopez, O.; Degeorge, C.; Deterre, C.; Di Girolamo, B.; Doubek, M.; Favre, G.; Hallewell, G.; Hasib, A.; Katunin, S.; Lombard, D.; Madsen, A.; McMahon, S.; Nagai, K.; O'Rourke, A.; Pearson, B.; Robinson, D.; Rossi, C.; Rozanov, A.; Stanecka, E.; Strauss, M.; Vacek, V.; Vaglio, R.; Young, J.; Zwalinski, L.

    2017-02-01

    Custom ultrasonic instruments have been developed for simultaneous monitoring of binary gas mixture and flow in the ATLAS Inner Detector. Sound transit times are measured in opposite directions in flowing gas. Flow rate and sound velocity are respectively calculated from their difference and average. Gas composition is evaluated in real-time by comparison with a sound velocity/composition database, based on the direct dependence of sound velocity on component concentrations in a mixture at known temperature and pressure. Five devices are integrated into the ATLAS Detector Control System. Three instruments monitor coolant leaks into N2 envelopes of the silicon microstrip and Pixel detectors. Resolutions better than ± 2 ×10-5 and ± 2 ×10-4 are seen for C3F8 and CO2 leak concentrations in N2 respectively. A fourth instrument detects sub-percent levels of air ingress into the C3F8 condenser of the new thermosiphon coolant recirculator. Following extensive studies a fifth instrument was built as an angled sound path flowmeter to measure the high returning C3F8 vapour flux (∼ 1.2kgs-1) . A precision of < 2.3 % FS for flows up to 10ms-1 was demonstrated. These instruments have many potential applications where continuous binary gas composition measurement is required, including hydrocarbon and anaesthetic gas mixtures.

  12. Production and trapping efficiency improvements for the He-6 experiment

    NASA Astrophysics Data System (ADS)

    Bagdasarova, Yelena; Garcia, Alejandro; Pedersen, Joben; Smith, Eric; Storm, Derek; Swanson, Erik; Bailey, Kevin; Hong, Ran; Leredde, Arnaud; Mueller, Peter; O'Connor, Tom P.; Flechard, Xavier; Knecht, Andreas; Naviliat-Cuncic, Oscar; Wauters, Frederik

    2016-09-01

    The He-6 experiment at the University of Washington aims to precisely measure the beta-neutrino angular correlation (aβν) in the beta decay of He-6, a parameter that is particularly sensitive to tensor-like currents in the electroweak interaction. The experiment is based on a coincidence detection of the beta and recoil ion emitted from laser trapped He-6 and seeks to ultimately measure aβν to the 0.1% level. In the last year, major efforts have been put into increasing the data acquisition rate in order to obtain statistics for a 1% measurement of aβν. The focus was on improving the the stability of the He-6 production target and increasing trapping efficiency with upgrades to the laser system. These improvements and the current status of the experiment, along with resulting data and calibration improvements, will be discussed. This work is supported by DOE, Office of Nuclear Physics, under Contract Nos. DE-AC02-06CH11357 and DE-FG02-97ER41020.

  13. Performance excellence: using Lean Six Sigma tools to improve the US Army behavioral health surveillance process, boost team morale, and maximize value to customers and stakeholders.

    PubMed

    Watkins, Eren Youmans; Kemeter, Dave M; Spiess, Anita; Corrigan, Elizabeth; Kateley, Keri; Wills, John V; Mancha, Brent Edward; Nichols, Jerrica; Bell, Amy Millikan

    2014-01-01

    Lean Six Sigma (LSS) is a process improvement, problem-solving methodology used in business and manufacturing to improve the speed, quality, and cost of products. LSS can also be used to improve knowledge-based products integral to public health surveillance. An LSS project by the Behavioral Social Health Outcomes Program of the Army Institute of Public Health reduced the number of labor hours spent producing the routine surveillance of suicidal behavior publication. At baseline, the total number of labor hours was 448; after project completion, total labor hours were 199. Based on customer feedback, publication production was reduced from quarterly to annually. Process improvements enhanced group morale and established best practices in the form of standard operating procedures and business rules to ensure solutions are sustained. LSS project participation also fostered a change in the conceptualization of tasks and projects. These results demonstrate that LSS can be used to inform the public health process and should be considered a viable method of improving knowledge-based products and processes.

  14. Microwave frequency modulation for improving polarization transfer in DNP experiments

    NASA Astrophysics Data System (ADS)

    Guy, Mallory; Ramanathan, Chandrasekhar

    Dynamic nuclear polarization (DNP) is a driven process that transfers the inherently high electron polarization to surrounding nuclear spins via microwave irradiation at or near the electron Larmor frequency. In a typical DNP experiment, the amplitude and frequency of the applied microwaves are constant. However, by adding time dependence in the form of frequency modulation, the electron excitation bandwidth is increased, thereby increasing the number of electron spins active in the polarization transfer process and improving overall efficiency. Both triangular and sinusoidal modulation show a 3 fold improvement over monochromatic irradiation. In the present study, we compare the nuclear spin polarization after DNP experiments with no modulation of the applied microwaves, triangular and sinusoidal modulation, and modulation schemes derived from the sample's ESR spectrum. We characterize the polarization as a function of the modulation amplitude and frequency and compare the optimal results from each modulation scheme. Working at a field of 3.34 T and at a temperature of 4 K, we show that by using a modulation scheme tailored to the electronic environment of the sample, polarization transfer is improved over other modulation schemes. Small-scale simulations of the spin system are developed to gain further insight into the dynamics of this driven open system. This understanding could enable the design of modulation schemes to achieve even higher polarization transfer efficiencies. With support from NSF (CHE-1410504) and by NIH (U19-A1091173).

  15. Children Undergoing Radiotherapy: Swedish Parents’ Experiences and Suggestions for Improvement

    PubMed Central

    Mullaney, Tara; Nilsson, Kristina; Wickart-Johansson, Gun; Svärd, Anna-Maja; Nyholm, Tufve; Lindh, Jack; Lindh, Viveca

    2015-01-01

    Approximately 300 children, from 0 to 18 years old, are diagnosed with cancer in Sweden every year. Of these children, 80–90 of them undergo radiotherapy treatment for their cancer. Although radiotherapy is an encounter with advanced technology, few studies have investigated the child’s and the parent’s view of the procedure. As part of an ongoing multicenter study aimed to improve patient preparation and the care environment in pediatric radiotherapy, this article reports the findings from interviews with parents at baseline. The aim of the present study was twofold: to describe parents’ experience when their child undergoes radiotherapy treatment, and to report parents’ suggestions for improvements during radiotherapy for their children. Sixteen mothers and sixteen fathers of children between 2–16 years old with various cancer diagnoses were interviewed. Data were analyzed using content analysis. The findings showed that cancer and treatment turns people’s lives upside down, affecting the entire family. Further, the parents experience the child’s suffering and must cope with intense feelings. Radiotherapy treatment includes preparation by skilled and empathetic staff. The parents gradually find that they can deal with the process; and lastly, parents have suggestions for improvements during the radiotherapy treatment. An overarching theme emerged: that despair gradually turns to a sense of security, with a sustained focus on and close interaction with the child. In conclusion, an extreme burden was experienced around the start of radiotherapy, though parents gradually coped with the process. PMID:26509449

  16. Children Undergoing Radiotherapy: Swedish Parents' Experiences and Suggestions for Improvement.

    PubMed

    Ångström-Brännström, Charlotte; Engvall, Gunn; Mullaney, Tara; Nilsson, Kristina; Wickart-Johansson, Gun; Svärd, Anna-Maja; Nyholm, Tufve; Lindh, Jack; Lindh, Viveca

    2015-01-01

    Approximately 300 children, from 0 to 18 years old, are diagnosed with cancer in Sweden every year. Of these children, 80-90 of them undergo radiotherapy treatment for their cancer. Although radiotherapy is an encounter with advanced technology, few studies have investigated the child's and the parent's view of the procedure. As part of an ongoing multicenter study aimed to improve patient preparation and the care environment in pediatric radiotherapy, this article reports the findings from interviews with parents at baseline. The aim of the present study was twofold: to describe parents' experience when their child undergoes radiotherapy treatment, and to report parents' suggestions for improvements during radiotherapy for their children. Sixteen mothers and sixteen fathers of children between 2-16 years old with various cancer diagnoses were interviewed. Data were analyzed using content analysis. The findings showed that cancer and treatment turns people's lives upside down, affecting the entire family. Further, the parents experience the child's suffering and must cope with intense feelings. Radiotherapy treatment includes preparation by skilled and empathetic staff. The parents gradually find that they can deal with the process; and lastly, parents have suggestions for improvements during the radiotherapy treatment. An overarching theme emerged: that despair gradually turns to a sense of security, with a sustained focus on and close interaction with the child. In conclusion, an extreme burden was experienced around the start of radiotherapy, though parents gradually coped with the process.

  17. A Quality Function Deployment Analysis of Customer Needs for Meeting School Improvement Goals: The Voice of the School Principal.

    ERIC Educational Resources Information Center

    Kushner, Susan N.; And Others

    In providing leadership for school improvement teams, principals must employ group communication and decision-making skills. In this study, a planning procedure called Quality Function Deployment (QFD) was modified for use with school-based administrators. Teams of school leaders used QFD to generate the top priority needs of school customers…

  18. DASHBOARDS & CONTROL CHARTS EXPERIENCES IN IMPROVING SAFETY AT HANFORD WASHINGTON

    SciTech Connect

    PREVETTE, S.S.

    2006-02-27

    The aim of this paper is to demonstrate the integration of safety methodology, quality tools, leadership, and teamwork at Hanford and their significant positive impact on safe performance of work. Dashboards, Leading Indicators, Control charts, Pareto Charts, Dr. W. Edward Deming's Red Bead Experiment, and Dr. Deming's System of Profound Knowledge have been the principal tools and theory of an integrated management system. Coupled with involved leadership and teamwork, they have led to significant improvements in worker safety and protection, and environmental restoration at one of the nation's largest nuclear cleanup sites.

  19. Customer's self-audit to improve the technical quality of maternity care in Tabriz: a community trial.

    PubMed

    Gholipour, K; Tabrizi, J S; Asghari-Jafarabadi, M; Iezadi, S; Farshbaf, N; Rahbar-Farzam, F; Afsharniya, F

    2016-08-18

    Pregnant women have a major role to play in assessing and improving their own quality of care. This study in Tabriz, Islamic Republic of Iran, aimed to assess the effectiveness of an intervention for pregnant women-based on education and support groups and involvement in quality assessment activities-in order to improve the technical quality of public maternity care at public health centres. The intervention phase began in September 2011 and lasted 8 months. The outcome measure was health-care providers' degree of adherence to the Iranian maternity care standards. An intervention group of 92 pregnant women from 10 health centres was compared with a control group of 93 pregnant women from 11 centres. Logistic regression analysis showed that the self-assessed technical quality of maternity care received by the women was significantly better in the intervention that the control group for several of the standards concerning clinical examinations, maternal education and vitamin and mineral supplements.

  20. Improved Dye Stability in Single-Molecule Fluorescence Experiments

    NASA Astrophysics Data System (ADS)

    EcheverrÍa Aitken, Colin; Marshall, R. Andrew; Pugi, Joseph D.

    Complex biological systems challenge existing single-molecule methods. In particular, dye stability limits observation time in singlemolecule fluorescence applications. Current approaches to improving dye performance involve the addition of enzymatic oxygen scavenging systems and small molecule additives. We present an enzymatic oxygen scavenging system that improves dye stability in single-molecule experiments. Compared to the currently-employed glucose-oxidase/catalase system, the protocatechuate-3,4-dioxygenase system achieves lower dissolved oxygen concentration and stabilizes single Cy3, Cy5, and Alexa488 fluorophores. Moreover, this system possesses none of the limitations associated with the glucose oxidase/catalase system. We also tested the effects of small molecule additives in this system. Biological reducing agents significantly destabilize the Cy5 fluorophore as a function of reducing potential. In contrast, anti-oxidants stabilize the Cy3 and Alexa488 fluorophores. We recommend use of the protocatechuate-3,4,-dioxygenase system with antioxidant additives, and in the absence of biological reducing agents. This system should have wide application to single-molecule fluorescence experiments.

  1. Cultural Competency of a Mobile, Customized Patient Education Tool for Improving Potential Kidney Transplant Recipients' Knowledge and Decision-Making.

    PubMed

    Axelrod, David A; Kynard-Amerson, Crystal S; Wojciechowski, David; Jacobs, Marie; Lentine, Krista L; Schnitzler, Mark; Peipert, John D; Waterman, Amy D

    2017-03-06

    Patients considering renal transplantation face an increasingly complex array of choices as a result of the revised kidney transplant allocation system. Decision aids have been shown to improve patient decision making through the provision of detailed, relevant, individualized clinical data. A mobile iOS based application (app) including animated patient education and individualized risk adjusted outcomes following kidney transplants with varying donor characteristics and DSA waiting times was piloted in 2 large US transplant programs with a diverse group of renal transplant candidates (N=81). The majority (86%) of patients felt that the app improved their knowledge and was culturally appropriate for their race/ethnicity (67%-85%). Patients scored significantly higher on transplant knowledge testing (9.1/20 to 13.8/20 p<0.001) after viewing the app, including patients with low health literacy (8.0 to 13.0 p<0.001). Overall knowledge of and interest in living and deceased donor kidney transplantation increased. This pilot project confirmed the benefit and cultural acceptability of this educational tool, and further refinement will explore how to better communicate the risks and benefits of non-standard donors. This article is protected by copyright. All rights reserved.

  2. Partnership with the customer

    NASA Technical Reports Server (NTRS)

    Trachta, Gregory S.

    1992-01-01

    This discussion will recount some historical observations about establishing partnerships with the customer. It suggests that such partnerships are established as the natural evolutionary product of a continuous improvement culture. Those are warm, ethereal terms about a topic that some people think already suffers from an excess of hot air. We will focus on some real-world activities and workplace artifacts to show there are substantive concepts behind the TQM buzzwords.

  3. Custom controls

    NASA Astrophysics Data System (ADS)

    Butell, Bart

    1996-02-01

    Microsoft's Visual Basic (VB) and Borland's Delphi provide an extremely robust programming environment for delivering multimedia solutions for interactive kiosks, games and titles. Their object oriented use of standard and custom controls enable a user to build extremely powerful applications. A multipurpose, database enabled programming environment that can provide an event driven interface functions as a multimedia kernel. This kernel can provide a variety of authoring solutions (e.g. a timeline based model similar to Macromedia Director or a node authoring model similar to Icon Author). At the heart of the kernel is a set of low level multimedia components providing object oriented interfaces for graphics, audio, video and imaging. Data preparation tools (e.g., layout, palette and Sprite Editors) could be built to manage the media database. The flexible interface for VB allows the construction of an infinite number of user models. The proliferation of these models within a popular, easy to use environment will allow the vast developer segment of 'producer' types to bring their ideas to the market. This is the key to building exciting, content rich multimedia solutions. Microsoft's VB and Borland's Delphi environments combined with multimedia components enable these possibilities.

  4. Talking about Customer Service.

    ERIC Educational Resources Information Center

    Talley, Mary; Axelroth, Joan

    2001-01-01

    Discusses customer service in information centers and how to define it. Topics include the effects of competition, that give customers more choices; defining customers, and defining services; communications; physical environment; change, in customers and in technology; measuring customer service; and evaluating policies and procedures. (LRW)

  5. Optimizing the customized residency plan.

    PubMed

    Phillips, Holly; Wilkinson, Samaneh T; Buck, Brian

    2013-06-01

    Residents and residency program directors (RPDs) understand that the goal of the residency year is to earn a residency certificate through achievement of established goals and objectives. The customized residency plan provides a map for the resident and RPD to follow throughout the course of the residency year, helping to keep everyone on track to accomplish the established goals and objectives of the program. It also provides information that allows preceptors to take the individual resident's plan into consideration when customizing a learning experience. This article will focus on the process for developing a customized residency plan and implementing it over the course of the residency year.

  6. [Participation to improve working conditions: evidence and experience].

    PubMed

    García, Ana M; Boix, Pere; G Benavides, Fernando; Gadea, Rafael; Rodrigo, Fernando; Serra, Consol

    2016-11-01

    Participation of stakeholders is a key requirement for the success of public health programmes. Working and employment conditions are major determinants for people's health and wellbeing, and workplaces are ideal environments to implement programmes with a very direct level of participation. In Spain, the main regulatory framework for occupational health and safety, Law 31/1995, establishes the principles of "efficiency, coordination and participation" as a necessary basis for workers' health protection. This same Law establishes the role of the health and safety workers' representative, responsible for occupational risk prevention, and the occupational health and safety committee, a body with equal representation and the same objectives at the heart of the company. Among recent experiences of participation in occupational health, participatory ergonomics programmes have stood out. The aim of these programmes is to improve working conditions with a view to reducing musculoskeletal disorders, which is a very common and highly prevalent work-related injury in Spain. This study describes the characteristics and results of some experiences of participatory ergonomics carried out recently in Spain, from which relevant learning can be extrapolated about processes, facilitators and barriers in order to extend such programmes to other areas of occupational and public health.

  7. 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.

  8. Quantity Versus Quality: A Survey Experiment to Improve the Network Scale-up Method

    PubMed Central

    Feehan, Dennis M.; Umubyeyi, Aline; Mahy, Mary; Hladik, Wolfgang; Salganik, Matthew J.

    2016-01-01

    The network scale-up method is a promising technique that uses sampled social network data to estimate the sizes of epidemiologically important hidden populations, such as sex workers and people who inject illicit drugs. Although previous scale-up research has focused exclusively on networks of acquaintances, we show that the type of personal network about which survey respondents are asked to report is a potentially crucial parameter that researchers are free to vary. This generalization leads to a method that is more flexible and potentially more accurate. In 2011, we conducted a large, nationally representative survey experiment in Rwanda that randomized respondents to report about one of 2 different personal networks. Our results showed that asking respondents for less information can, somewhat surprisingly, produce more accurate size estimates. We also estimated the sizes of 4 key populations at risk for human immunodeficiency virus infection in Rwanda. Our estimates were higher than earlier estimates from Rwanda but lower than international benchmarks. Finally, in this article we develop a new sensitivity analysis framework and use it to assess the possible biases in our estimates. Our design can be customized and extended for other settings, enabling researchers to continue to improve the network scale-up method. PMID:27015875

  9. Improving Phase Measurement Procedures for Pump-Probe Experiments

    SciTech Connect

    Perkins, Cara P.; /Merrimack Coll. /SLAC

    2011-06-22

    Pump-probe experiments use a visible laser to excite an atom or molecule, while an X-ray pulse measures its shape. The phases and pulse times of each beam are used to calculate the object's positing at a given time - a moving picture of the chemical reaction. Currently, the fastest X-ray pulses can travel a time-length of five femtoseconds. However, present-day phase measurements can only be done as quickly as 50 femtoseconds. The purpose of this research is to explore ways in which phase-timing measurements can be improved. Three experiments are undergone to find the key factors in phase-timing. Different frequency mixers, the radio frequency (RF) components used for phase measurement, are tested for the highest sensitivity. These same mixers are then tested using two different power splitters for the lowest noise-to-sensitivity ratio. Lastly, the temperature dependency of phase is explored by testing each component at a range of temperatures to see how the phase is affected. This research demonstrated that certain mixers were more sensitive than others; on average, one mixer performed the best with a sensitivity of 0.0230 V/ps. The results also showed that same mixer combined with one splitter gave the best noise-to-sensitivity ratio overall with an average of 6.95E-04 fs/{radical}(Hz). All the components tested exhibited a temperature-dependent phase change (ranging from 1.69 to 81.6 fs/{sup o}C); the same mixer that performed at the highest sensitivity with the least noise had a significantly greater phase change than the other two. In conclusion, the experiments showed that a temperature-controlled environment is most appropriate for phase measurement. They also demonstrated that mixers are not significantly noisy and that certain types of mixers may perform better than others, which could be accounted for in their construction. The results of this research encourage further investigation into the study of different mixers and other RF components used in pump

  10. 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.

  11. Emotional Experience Improves With Age: Evidence Based on Over 10 Years of Experience Sampling

    PubMed Central

    Carstensen, Laura L.; Turan, Bulent; Scheibe, Susanne; Ram, Nilam; Ersner-Hershfield, Hal; Samanez-Larkin, Gregory R.; Brooks, Kathryn P.; Nesselroade, John R.

    2012-01-01

    Recent evidence suggests that emotional well-being improves from early adulthood to old age. This study used experience-sampling to examine the developmental course of emotional experience in a representative sample of adults spanning early to very late adulthood. Participants (N = 184, Wave 1; N = 191, Wave 2; N = 178, Wave 3) reported their emotional states at five randomly selected times each day for a one week period. Using a measurement burst design, the one-week sampling procedure was repeated five and then ten years later. Cross-sectional and growth curve analyses indicate that aging is associated with more positive overall emotional well-being, with greater emotional stability and with more complexity (as evidenced by greater co-occurrence of positive and negative emotions). These findings remained robust after accounting for other variables that may be related to emotional experience (personality, verbal fluency, physical health, and demographic variables). Finally, emotional experience predicted mortality; controlling for age, sex, and ethnicity, individuals who experienced relatively more positive than negative emotions in everyday life were more likely to have survived over a 13 year period. Findings are discussed in the theoretical context of socioemotional selectivity theory. PMID:20973600

  12. Government Customer Service Improvement Act

    THOMAS, 112th Congress

    Rep. Cuellar, Henry [D-TX-28

    2011-02-08

    09/12/2012 Received in the Senate and Read twice and referred to the Committee on Homeland Security and Governmental Affairs. (All Actions) Tracker: This bill has the status Passed HouseHere are the steps for Status of Legislation:

  13. Improving Remedial Planning Performance: The Rattlesnake Creek Experience

    SciTech Connect

    Rieman, C.R.; Spector, H.L.; Andrews, S.M.; Durham, L. A.; Johnson, R. L.; Racino, R. R.

    2006-07-01

    The U.S. Army Corps of Engineers (USACE), Buffalo District, has responsibility for characterizing and remediating radiologically contaminated properties under the Formerly Utilized Sites Remedial Action Program (FUSRAP). Most of these FUSRAP sites include radionuclide contamination in soils where excavation and offsite disposal is the selected remedial action. For many FUSRAP soil remediation projects completed to date, the excavated contaminated soil volumes have significantly exceeded the pre-excavation volume estimates that were developed for project planning purposes. The exceedances are often attributed to limited and sparse datasets that are used to calculate the initial volume estimates. These volume exceedances complicate project budgeting and planning. Building on these experiences, the USACE took a different approach in the remediation of Rattlesnake Creek, located adjacent to the Ashland 2 site, in Tonawanda, New York. This approach included a more extensive pre-design data collection effort to improve and reduce the uncertainty in the pre-excavation volume estimates, in addition to formalizing final status survey data collection strategies prior to excavation. The final status survey sampling was fully integrated with the pre-design data collection, allowing dual use of the pre-design data that was collected (i.e., using the data to close out areas where contamination was not found, and feeding the data into volume estimates when contamination was encountered). The use of real-time measurement techniques (e.g., X-ray fluorescence [XRF] and gamma walkover surveys) during pre-excavation data collection allowed the USACE to identify and respond to unexpected contamination by allocating additional data collection to characterizing new areas of concern. The final result was an estimated soil volume and excavation footprint with a firm technical foundation and a reduction in uncertainty. However, even with extensive pre-design data collection, additional

  14. Performance Improvements to the Lidar Atmospheric Sensing Experiment (LASE)

    NASA Technical Reports Server (NTRS)

    Edwards, W. C.; Petway, L. P.; Antill, C. W., Jr.

    1998-01-01

    Lidar Atmospheric Sensing Experiment (LASE) is the first fully-engineered, modular, tunable, autonomous Differential Absorption Lidar (DIAL) system for the remote measurement of water vapor, aerosols and clouds across the troposphere. It was designed, built and environmentally tested at LARC. LASE was designed to fly aboard a NASA/Ames ER-2 aircraft (NASA's high altitude aircraft) and operate at altitudes from 58,000 to 70,000 feet. Since its first flight on May 11, 1994, it has flown 28 total missions on board the ER-2. LASE has been validated with results showing an accuracy better than the initial requirement for vertical profiles of water vapor in the troposphere. LASE can also deploy on several other aircraft including the NASA P-3 and will fly aboard the NASA DC-8 during the Convection And Moisture EXperiment (CAMEX) in July-September 1998. The tunable laser system of LASE was designed to operate in a double-pulse mode at 5Hz, with energy outputs of up to 15OmJ per pulse in the 813 to 819nm wavelength region and with 99% of the output energy within a spectral interval of 1.06 pm. Sixteen wavelengths were selected to cover the various water vapor absorption cross sections needed for the DIAL measurement. The Ti:Sapphire laser was constructed using a frequency-doubled Nd:YAG laser as the pump source and a single mode diode laser as a injection seeder for the Ti:Al2O3 laser. We have improved the LASE instrument in several important ways. Improvements to the seed source have demonstrated that DFB laser diodes can be used as reliable seed sources on airborne DIAL instruments. The DFB diode has enabled LASE to gather more data and significantly reduced the maintenance required to insure that the system performance requirements are met. The multiwavelength sequential seeding technique is the current method of data collection for LASE. It has the advantages of providing an entire atmospheric coverage of H2O(v) from the ground to the aircraft altitude along a single

  15. COUNTERCURRENT FLOW LIMITATION EXPERIMENTS AND MODELING FOR IMPROVED REACTOR SAFETY

    SciTech Connect

    Vierow, Karen

    2008-09-26

    This project is investigating countercurrent flow and “flooding” phenomena in light water reactor systems to improve reactor safety of current and future reactors. To better understand the occurrence of flooding in the surge line geometry of a PWR, two experimental programs were performed. In the first, a test facility with an acrylic test section provided visual data on flooding for air-water systems in large diameter tubes. This test section also allowed for development of techniques to form an annular liquid film along the inner surface of the “surge line” and other techniques which would be difficult to verify in an opaque test section. Based on experiences in the air-water testing and the improved understanding of flooding phenomena, two series of tests were conducted in a large-diameter, stainless steel test section. Air-water test results and steam-water test results were directly compared to note the effect of condensation. Results indicate that, as for smaller diameter tubes, the flooding phenomena is predominantly driven by the hydrodynamics. Tests with the test sections inclined were attempted but the annular film was easily disrupted. A theoretical model for steam venting from inclined tubes is proposed herein and validated against air-water data. Empirical correlations were proposed for air-water and steam-water data. Methods for developing analytical models of the air-water and steam-water systems are discussed, as is the applicability of the current data to the surge line conditions. This report documents the project results from July 1, 2005 through June 30, 2008.

  16. 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.

  17. Electrolysis Performance Improvement Concept Study (EPICS) Flight Experiment-Reflight

    NASA Technical Reports Server (NTRS)

    Schubert, F. H.

    1997-01-01

    The Electrolysis Performance Improvement Concept Study (EPICS) is a flight experiment to demonstrate and validate in a microgravity environment the Static Feed Electrolyzer (SFE) concept which was selected for the use aboard the International Space Station (ISS) for oxygen (O2) generation. It also is to investigate the impact of microgravity on electrochemical cell performance. Electrochemical cells are important to the space program because they provide an efficient means of generating O2 and hydrogen (H2) in space. Oxygen and H2 are essential not only for the survival of humans in space but also for the efficient and economical operation of various space systems. Electrochemical cells can reduce the mass, volume and logistical penalties associated with resupply and storage by generating and/or consuming these gases in space. An initial flight of the EPICS was conducted aboard STS-69 from September 7 to 8, 1995. A temperature sensor characteristics shift and a missing line of software code resulted in only partial success of this initial flight. Based on the review and recommendations of a National Aeronautics and Space Administration (NASA) Johnson Space Center (JSC) review team a reflight activity was initiated to obtain the remaining desired results, not achieved during the initial flight.

  18. AFMC Customer Satisfaction Study at the Air Logistics Centers

    DTIC Science & Technology

    2008-03-01

    information. 4. A majority of the organizations have a formalized procedure for measuring customer satisfaction data to drive continuous...importance of measuring customer satisfaction is obvious. “The fundamental reason customer satisfaction is important to your organization is because it...for Business Improvement. 26th Int. Conf. Information Technology Interfaces ITI, 2000. 134 135 Hodgkiss and Capisit. Measuring customer satisfaction : practices

  19. Beyond the Rhetoric: A Framework for Evaluating Improvements to the Student Experience

    ERIC Educational Resources Information Center

    Baird, Jeanette; Gordon, George

    2009-01-01

    A framework is described to assist institutions in evaluating the extent to which activities described as "quality improvements" or "quality enhancements" are likely to directly improve the student experience. The framework classifies ways of improving the student experience into "coaching improvements",…

  20. Neurofeedback training aimed to improve focused attention and alertness in children with ADHD: a study of relative power of EEG rhythms using custom-made software application.

    PubMed

    Hillard, Brent; El-Baz, Ayman S; Sears, Lonnie; Tasman, Allan; Sokhadze, Estate M

    2013-07-01

    Neurofeedback is a nonpharmacological treatment for attention-deficit hyperactivity disorder (ADHD). We propose that operant conditioning of electroencephalogram (EEG) in neurofeedback training aimed to mitigate inattention and low arousal in ADHD, will be accompanied by changes in EEG bands' relative power. Patients were 18 children diagnosed with ADHD. The neurofeedback protocol ("Focus/Alertness" by Peak Achievement Trainer) has a focused attention and alertness training mode. The neurofeedback protocol provides one for Focus and one for Alertness. This does not allow for collecting information regarding changes in specific EEG bands (delta, theta, alpha, low and high beta, and gamma) power within the 2 to 45 Hz range. Quantitative EEG analysis was completed on each of twelve 25-minute-long sessions using a custom-made MatLab application to determine the relative power of each of the aforementioned EEG bands throughout each session, and from the first session to the last session. Additional statistical analysis determined significant changes in relative power within sessions (from minute 1 to minute 25) and between sessions (from session 1 to session 12). Analysis was of relative power of theta, alpha, low and high beta, theta/alpha, theta/beta, and theta/low beta and theta/high beta ratios. Additional secondary measures of patients' post-neurofeedback outcomes were assessed, using an audiovisual selective attention test (IVA + Plus) and behavioral evaluation scores from the Aberrant Behavior Checklist. Analysis of data computed in the MatLab application, determined that theta/low beta and theta/alpha ratios decreased significantly from session 1 to session 12, and from minute 1 to minute 25 within sessions. The findings regarding EEG changes resulting from brain wave self-regulation training, along with behavioral evaluations, will help elucidate neural mechanisms of neurofeedback aimed to improve focused attention and alertness in ADHD.

  1. Technology Supported Cognitive Apprenticeship Transforms the Student Teaching Field Experience: Improving the Student Teaching Field Experience for All Triad Members

    ERIC Educational Resources Information Center

    Alger, Christianna; Kopcha, Theodore J.

    2011-01-01

    Despite issues of fragmentation, isolation, and disconnection from the university associated with the student teaching field experience, the field experience plays a critical role in teacher education. In this article, the authors provide an overview of eSupervision, a technology-based innovation to improve the student teaching field experience by…

  2. Evaluation of a BSW Research Experience: Improving Student Research Competency

    ERIC Educational Resources Information Center

    Whipple, Ellen E.; Hughes, Anne; Bowden, Susan

    2015-01-01

    This article examines the experience of 24 BSW students in a faculty-mentored undergraduate research experience (URE) over the course of 1 academic year. In particular, we sought to better understand students' self-perceived sense of competency across 15 specific research skills. In addition, we examined the URE's impact on students' knowledge…

  3. Method for Predicting Which Customers' Time Deposit Balances Will Increase

    NASA Astrophysics Data System (ADS)

    Ono, Toshiyuki; Yoshikawa, Hiroshi; Morita, Masahiro; Komoda, Norihisa

    This paper proposes a method of predicting which customers' account balances will increase by using data mining to effectively and efficiently promote sales. Prediction by mining all the data in a business is difficult because of much time required to collect, process, and calculate it. The selection of which features are used for prediction is a critical issue. We propose a method of selecting features to improve the accuracy of prediction within practical time limits. It consists of three parts: (1) converting collected features into financial behavior features that reflect customer actions, (2) extracting features affecting increases in account balances from these collected and financial behavior features, and (3) predicting customers whose account balances will increase based on the extracted features. We found the accuracy of prediction in an experiment with our method to be higher than with other conventional methods.

  4. Sharpen customer service skills with PCRAFT Pursuit.

    PubMed

    Dologite, Kimberly A; Willner, Kathleen C; Klepeiss, Debra J; York, Susan A; Cericola, Lisa M

    2003-01-01

    Traditional approaches to teaching customer service skills do not involve participant interaction, nor do they provide a fun and relaxed atmosphere for learning. This article describes the development of PCRAFT Pursuit, an innovative game used to teach customer service skills. The development process began with concerns identified through patient satisfaction surveys. The implementation of this game became an integral component of education to improve customer service skills of staff throughout the hospital network.

  5. POTENTIAL AQUATIC COMMUNITY IMPROVEMENT THROUGH A MULTIDISCIPLINARY STORMWATER MANAGEMENT EXPERIMENT

    EPA Science Inventory

    Small-scale urban stream restoration efforts (e.g., riparian planting and in-stream habitat structures) often fail to improve ecological structure and function due the continuous hydrologic and chemical disturbances posed by impervious surfaces upstream. Decentralized stormwater...

  6. Experiential Fidelity: Leveraging the Mind to Improve the VR Experience

    NASA Astrophysics Data System (ADS)

    Beckhaus, Steffi; Lindeman, Robert W.

    Much of Virtual Reality (VR) is about creating environments that are believable. But though the visual and audio experiences we provide today are already of a rather high sensory fidelity, there is still something lacking; something hinders us from fully buying into the worlds we experience through VR technology. We introduce the notion of Experiential Fidelity, which is an attempt to create a deeper sense of presence by carefully designing the user experience. We suggest to guide the users' frame of mind in a way that their expectations, attitude, and attention are aligned with the actual VR experience, and that the user's own imagination is stimulated to complete the experience. This work was inspired by a collection of personal magic moments and factors that were named by leading researchers in VR. We present those magic moments and some thoughts on how we can tap into experiential fidelity. We propose to do this not through technological means, but rather through the careful use of suggestion and allusion. By priming the user's mind prior to exposure to our virtual worlds, we can assist her in entering a mental state that is more willing to believe, even using the limited actual fidelity available today.

  7. Managing customer service.

    PubMed

    Paget, Zoe

    2015-02-28

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

  8. Improving Intercultural Education at Chinese Institutions from German Experience

    ERIC Educational Resources Information Center

    Huang, Lihe

    2015-01-01

    In this reflection paper, Lihe Huang describes his experience studying abroad in Germany as a visiting scholar. Through the well-designed introductory seminar and study tour arranged by the Alexander von Humboldt Foundation, which provided the grant for Huang's research on foreign languages teaching and intercultural education in Germany, he…

  9. Improving Learning Experiences through Gamification: A Case Study

    ERIC Educational Resources Information Center

    Geelan, Benjamin; de Salas, Kristy; Lewis, Ian; King, Carolyn; Edwards, Dale; O'Mara, Aidan

    2015-01-01

    Gamified learning systems are becoming increasingly common within educational institutions, however there is a lack of understanding on the elements of gamification that influence, either positively or negatively, the learning experiences of students using these systems. This study examines an existing gamified learning tool implemented within an…

  10. Improving Student Results in the Crystal Violet Chemical Kinetics Experiment

    ERIC Educational Resources Information Center

    Kazmierczak, Nathanael; Vander Griend, Douglas A.

    2017-01-01

    Despite widespread use in general chemistry laboratories, the crystal violet chemical kinetics experiment frequently suffers from erroneous student results. Student calculations for the reaction order in hydroxide often contain large asymmetric errors, pointing to the presence of systematic error. Through a combination of "in silico"…

  11. 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.…

  12. A Peer Assessment System to Improve Student Team Experiences

    ERIC Educational Resources Information Center

    Anson, Robert; Goodman, James A.

    2014-01-01

    Groups are frequently used in courses, but there is substantial evidence that insufficient attention is paid to creating conditions for successful teamwork. One key condition is high-quality, individual, and team-level feedback. An online peer assessment system and team improvement process was developed for this test case based on three design…

  13. Improving healthcare recruitment: the jupiter medical center experience.

    PubMed

    Uomo, Paul Dell; Schwieters, Jill

    2009-04-01

    Hospitals that want to improve their recruitment efforts should: Make recruitment a priority within the organization. Take steps to reduce high vacancy rates and turnover among first-year employees. Develop a recruitment marketing plan for key positions. Establish human resources metrics to track costs and effectiveness of recruiting efforts. Enhance the recruitment process for hiring managers and job candidates.

  14. Cyberbullying: Assessment of Student Experience for Continuous Improvement Planning

    ERIC Educational Resources Information Center

    Strom, Paris S.; Strom, Robert D.; Wingate, Julius J.; Kraska, Marie F.; Beckert, Troy E.

    2012-01-01

    This study examines the use of polling students to improve conditions of learning in their school. Students from three schools (N = 2,006) in Grades 5, 6, 7, and 8 completed an online poll about how cyberbullying affects their personal lives. Principals' impressions about the benefits of student polling are explained along with the Cyberbullying…

  15. Rethinking Library Service: Improving the User Experience with Service Blueprinting

    ERIC Educational Resources Information Center

    Pretlow, Cassi; Sobel, Karen

    2015-01-01

    Service blueprinting is a process that businesses use for analyzing and improving service. Originally presented in the Harvard Business Review in 1984, it has retained a strong following ever since. At present, it is experiencing a revival at numerous academic institutions. The authors of this article present the process of service blueprinting.…

  16. Reinventing information services to increase customer satisfaction

    SciTech Connect

    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.

  17. The internal customer.

    PubMed

    Labovitz, G H; Lowenhaupt, M

    1993-01-01

    To realize the full potential of CQI, the needs of internal customers throughout the health care organization must be met. This is best done through a collaborative customer-supplier dialogue, where suppliers take the initiative to understand their internal customers' needs and make their own requirements clear. Unfortunately, physicians--the most critical group of internal customers--are unaccustomed to collaborative efforts and are often unwilling to participate in CQI training. The solution is to use the customer-supplier dialogue to understand physicians' unique needs so that they can be trained effectively and drawn into the CQI process.

  18. 2004 DTIC Customer Satisfaction Survey Report

    DTIC Science & Technology

    2004-12-01

    Support Recommending DTIC Products/Services to Colleagues 8 Delivery Processes 9 Part III: DTIC Offerings 10 Online Services Usage...Profile 10 DTIC’s Online Services Overall Satisfaction and Performance 10 DTIC’s Other Products and Services Usage Profile 12 DTIC’s...User Comments 22 Customer Service Issues 22 Improvements of Products, Services, Customer Care 23 Online Services 23 Quality

  19. Customer Service Training in Higher Education.

    ERIC Educational Resources Information Center

    Warshauer, Susan

    1988-01-01

    Front-line service providers can be the origin of customer's perceptions about an institution, and these initial perceptions can color subsequent interactions. To improve customer service, institutions need to offer training and recognition for providers. Characteristics of effective service and providing effective training are discussed. (MLW)

  20. 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.

  1. Measuring Customer Satisfaction with Public Schools.

    ERIC Educational Resources Information Center

    Lowe, Tracey M.; And Others

    1996-01-01

    Discusses the measurement of customer satisfaction with public school districts based on collaborative efforts generated by the Florida Schoolyear 2000 Initiative. Describes implementing customer satisfaction surveys in Florida, explains the testing of the surveys with businesses and parents, and discusses trends in performance improvement. (LRW)

  2. Improving quality at many levels. Profamilia's experience in Colombia.

    PubMed

    Trias, M; Plata, M I

    1994-01-01

    Profamilia, the Colombian family planning association and the country's largest family planning provider, began diversifying its services in 1982 to offer prenatal care services as well as general medical consultations. The organization has since attempted to integrate quality assurance at all levels of operation. Specifically, Profamilia is aiming to provide care which is of sustainably high quality to satisfy present clients and attract new ones without overtaxing available organization resources, thereby prompting the eventual financial collapse of the programs and the failure to increase coverage especially among the middle and lower classes of the country. Drawing from the credo of modern corporate enterprise, "the client is always right," Profamilia listens and responds to clients' needs with the goal of making their satisfaction the ultimate objective. Moreover, organization staff receive regular training to motivate their receptiveness to client needs, while the pursuit of quality exists as a major goal at the managerial level. Profamilia regards quality maintenance and improvement as indispensable in program sustainability.

  3. Improving public addiction treatment through performance contracting: the Delaware experiment.

    PubMed

    McLellan, A Thomas; Kemp, Jack; Brooks, Adam; Carise, Deni

    2008-09-01

    In fiscal 2002, Delaware replaced traditional cost-reimbursement contracts with performance-based contracts for all outpatient addiction treatment programs. Incentives included 90% capacity utilization and active patient participation in treatment. One of the programs failed to meet requirements. Strategies adopted by successful programs included extended hours of operation, facility enhancements, salary incentives for counselors, and two evidence-based therapies (MI and CBT). Average capacity utilization from 2001 to 2006 went from 54% to 95%; and the average proportion of patients' meeting participation requirements went from 53% to 70%--with no notable changes in the patient population. We conclude that properly designed, program-based contract incentives are feasible to apply, welcomed by programs and may help set the financial conditions necessary to implement other evidence-based clinical efforts; toward the overall goal of improving addiction treatment.

  4. Flooding Experiments and Modeling for Improved Reactor Safety

    SciTech Connect

    Solmos, M.; Hogan, K. J.; Vierow, K.

    2008-09-14

    Countercurrent two-phase flow and “flooding” phenomena in light water reactor systems are being investigated experimentally and analytically to improve reactor safety of current and future reactors. The aspects that will be better clarified are the effects of condensation and tube inclination on flooding in large diameter tubes. The current project aims to improve the level of understanding of flooding mechanisms and to develop an analysis model for more accurate evaluations of flooding in the pressurizer surge line of a Pressurized Water Reactor (PWR). Interest in flooding has recently increased because Countercurrent Flow Limitation (CCFL) in the AP600 pressurizer surge line can affect the vessel refill rate following a small break LOCA and because analysis of hypothetical severe accidents with the current flooding models in reactor safety codes shows that these models represent the largest uncertainty in analysis of steam generator tube creep rupture. During a hypothetical station blackout without auxiliary feedwater recovery, should the hot leg become voided, the pressurizer liquid will drain to the hot leg and flooding may occur in the surge line. The flooding model heavily influences the pressurizer emptying rate and the potential for surge line structural failure due to overheating and creep rupture. The air-water test results in vertical tubes are presented in this paper along with a semi-empirical correlation for the onset of flooding. The unique aspects of the study include careful experimentation on large-diameter tubes and an integrated program in which air-water testing provides benchmark knowledge and visualization data from which to conduct steam-water testing.

  5. Stillbirth: the mother's experience and implications for improving care.

    PubMed

    Cacciatore, Joanne; Bushfield, Suzanne

    2007-01-01

    More children die as a result of stillbirth than all other causes of infant deaths combined (Ananth, Shiliang, Kinzler, and Kramer, 2005; Goldenberg, Kirby, and Culhane, 2004; Froen, 2005; National Institute of Health, 2004); yet, mothers experiencing stillbirth are often left without support afterwards (Kubler-Ross, 2004; Fahey-McCarthy, 2003; Fletcher 2002; Saddler, 1987; DeFrain, 1986; Kirkley-Best & Kellner, 1982). Despite social work's growing involvement in care at the end of life, parents of stillborn children have not experienced consistent, relevant, and competent professional care in coping with the tragedy of death. Forty-seven women between the ages of 19 and 51 were recruited through nonprofit agencies that provide bereavement care to grieving families. Results of this qualitative study suggest that stillbirth is emotionally complex with long-lasting symptoms of grief and significant struggles to find meaning. The findings also support the need for perceived psychosocial and spiritual support from professional caregivers, family, and friends. The women's own experiences argue for comprehensive approaches to support the grief and loss of stillbirth, and for the importance of social work involvement in both immediate and longer term interventions.

  6. Elasticity improves handgrip performance and user experience during visuomotor control

    PubMed Central

    Rinne, Paul; Liardon, Jean-Luc; Uhomoibhi, Catherine; Bentley, Paul; Burdet, Etienne

    2017-01-01

    Passive rehabilitation devices, providing motivation and feedback, potentially offer an automated and low-cost therapy method, and can be used as simple human–machine interfaces. Here, we ask whether there is any advantage for a hand-training device to be elastic, as opposed to rigid, in terms of performance and preference. To address this question, we have developed a highly sensitive and portable digital handgrip, promoting independent and repetitive rehabilitation of grasp function based around a novel elastic force and position sensing structure. A usability study was performed on 66 healthy subjects to assess the effect of elastic versus rigid handgrip control during various visuomotor tracking tasks. The results indicate that, for tasks relying either on feedforward or on feedback control, novice users perform significantly better with the elastic handgrip, compared with the rigid equivalent (11% relative improvement, 9–14% mean range; p < 0.01). Furthermore, there was a threefold increase in the number of subjects who preferred elastic compared with rigid handgrip interaction. Our results suggest that device compliance is an important design consideration for grip training devices. PMID:28386448

  7. 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…

  8. Developing customer databases.

    PubMed

    Rao, S K; Shenbaga, S

    2000-01-01

    There is a growing consensus among pharmaceutical companies that more product and customer-specific approaches to marketing and selling a new drug can result in substantial increases in sales. Marketers and researchers taking a proactive micro-marketing approach to identifying, profiling, and communicating with target customers are likely to facilitate such approaches and outcomes. This article provides a working framework for creating customer databases that can be effectively mined to achieve a variety of such marketing and sales force objectives.

  9. Measuring Customer Satisfaction.

    DTIC Science & Technology

    1994-08-01

    HSC/DR-TM-94-0001 Measuring Customer Satisfaction MAN MSTENE August 1994 DTIC DEC 23 1994 Capt Eileen G. Ancman Approved for Public Release...REPORT DATE 3. REPORT TYPE AND DATES COVERED Aug 1994 Final June 1994 - Aug 1994 4. TITLE AND SUBTITLE 5. FUNDING NUMBERS Measuring Customer Satisfaction IN...8217,’ Codes Avail anod or MEASURING CUSTOMER SATISFACTION BY CAPT EILEEN ANCMAN HSCIXRS BROOKS AFB TX AUGUST 1994 APPROVED FOR PUBLIC RELEASE; DISTRIBUTION

  10. 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.

  11. An Evaluation of the Federal Energy Management Program Technical Assistance Workshops: Results of a 1998 Customer Survey

    SciTech Connect

    G. B. Gordon; N. Hall

    1999-04-01

    This report presents the results of a customer telephone survey of the participants of six workshops provided by the U. S. Department of Energy Federal Energy Management Program (FEMP) during calendar years 1995 and 1996. The primary purpose for the survey was to provide the Team Leader for FEMP Technical Assistance and members of the team with detailed customer feedback pertaining to how well selected FEMP workshops are doing and to identify areas for improvement. The information presented enables managers to see both the strengths of their workshops, as well as workshop components that can be improved. In addition, the report identifies the questions included in the survey that were the most productive for obtaining customers experiences, opinions and recommendations. The experiences gained during this survey provide a platform from which to launch an annual FEMP customer survey.

  12. Closing the loop on improvement: Packaging experience in the Software Engineering Laboratory

    NASA Technical Reports Server (NTRS)

    Waligora, Sharon R.; Landis, Linda C.; Doland, Jerry T.

    1994-01-01

    As part of its award-winning software process improvement program, the Software Engineering Laboratory (SEL) has developed an effective method for packaging organizational best practices based on real project experience into useful handbooks and training courses. This paper shares the SEL's experience over the past 12 years creating and updating software process handbooks and training courses. It provides cost models and guidelines for successful experience packaging derived from SEL experience.

  13. Shape modifications of porous hydroxyapatite prostheses to improve rigid implant fixation: Experience in 12 cases

    PubMed Central

    Rienzo, Alessandro Di; Iacoangeli, Maurizio; di Somma, Lucia G. M.; Alvaro, Lorenzo; Nocchi, Niccolò; Scerrati, Massimo

    2012-01-01

    Background: Various methods of fixation have been described for custom made hydroxyapatite cranial implants. Their poor malleability limits most of the common used fixation techniques because of the high risk of cranioplasty's fracturing or higher exposure to infections. We present our experience with a new fixation technique, based on an appositely premodified hydroxyapatite implants. Methods: In a 2-year time period, 12 patients underwent cranioplasty by a modified custom made porous hydroxyapatite implant. Once the three-dimensional computer model of the prostheses was performed, three semicircular extensions placed at strategic positions were drawn and the final prosthesis was realized. At surgery, holes fitting the extensions were drilled into the skull borders and the implant was easily embedded inside the defect. Small titanium meshes overlying the extensions were fixed by screws to the surrounding bone. Results: A minimal increase of operative times was recorded, with drilling and fixation requiring additional 30 and 15 minutes, respectively. Optimal contact between cranioplasty and skull borders was always observed at control computed tomography (CT) scans. Permanent rigid fixation was obtained in all cases, with good functional and aesthetic results at follow-up. Conclusions: Modifications of hydroxyapatite implants are obtained without additional costs. The minimal increase of operative times is largely counterbalanced by optimal fixation results. Finally, the bone drilling and the immediate proximity of bone to prosthesis might enhance the potential for osteogenesis and osteointegration. PMID:23372977

  14. [On the improvement of the legal support of the food safety in the conditions of trade and economic integration of states-members of the Customs union and the Russian Federation's accession to the WTO].

    PubMed

    Bragina, I V; Aksenova, O I; Bokit'ko, B G; Gorsky, A A

    2013-01-01

    In the article priority activities of The Federal Service for the Oversight of Consumer Protection and Welfare on improvement of standard legal support of safety of foodstuff and control of compliance of foodstuff to legislation requirements are reported. The main documents directed on harmonization of the international requirements with national ones and requirements of the Customs union on safety of foodstuff are submitted. Work within a framework of Russian Federation's accession to the WTO is described. And data on control of quality and safety of foodstuff are provided also.

  15. Improved setup and positioning accuracy using a three-point customized cushion/mask/bite-block immobilization system for stereotactic reirradiation of head and neck cancer.

    PubMed

    Wang, He; Wang, Congjun; Tung, Samuel; Dimmitt, Andrew Wilson; Wong, Pei Fong; Edson, Mark A; Garden, Adam S; Rosenthal, David I; Fuller, Clifton D; Gunn, Gary B; Takiar, Vinita; Wang, Xin A; Luo, Dershan; Yang, James N; Wong, Jennifer; Phan, Jack

    2016-05-08

    The purpose of this study was to investigate the setup and positioning uncertainty of a custom cushion/mask/bite-block (CMB) immobilization system and determine PTV margin for image-guided head and neck stereotactic ablative radiotherapy (HN-SABR). We analyzed 105 treatment sessions among 21 patients treated with HN-SABR for recurrent head and neck cancers using a custom CMB immobilization system. Initial patient setup was performed using the ExacTrac infrared (IR) tracking system and initial setup errors were based on comparison of ExacTrac IR tracking system to corrected online ExacTrac X-rays images registered to treatment plans. Residual setup errors were determined using repeat verification X-ray. The online ExacTrac corrections were compared to cone-beam CT (CBCT) before treatment to assess agreement. Intrafractional positioning errors were determined using prebeam X-rays. The systematic and random errors were analyzed. The initial translational setup errors were -0.8 ± 1.3 mm, -0.8 ± 1.6 mm, and 0.3 ± 1.9 mm in AP, CC, and LR directions, respectively, with a three-dimensional (3D) vector of 2.7 ± 1.4 mm. The initial rotational errors were up to 2.4° if 6D couch is not available. CBCT agreed with ExacTrac X-ray images to within 2 mm and 2.5°. The intrafractional uncertainties were 0.1 ± 0.6 mm, 0.1 ± 0.6 mm, and 0.2 ± 0.5 mm in AP, CC, and LR directions, respectively, and 0.0° ± 0.5°, 0.0° ± 0.6°, and -0.1° ± 0.4° in yaw, roll, and pitch direction, respectively. The translational vector was 0.9 ± 0.6 mm. The calculated PTV margins mPTV(90,95) were within 1.6 mm when using image guidance for online setup correction. The use of image guidance for online setup correction, in combination with our customized CMB device, highly restricted target motion during treatments and provided robust immobilization to ensure minimum dose of 95% to target volume with 2.0 mm PTV margin for HN-SABR.

  16. Improved setup and positioning accuracy using a three-point customized cushion/mask/bite-block immobilization system for stereotactic reirradiation of head and neck cancer.

    PubMed

    Wang, He; Wang, Congjun; Tung, Samuel; Dimmitt, Andrew Wilson; Wong, Pei Fong; Edson, Mark A; Garden, Adam S; Rosenthal, David I; Fuller, Clifton D; Gunn, Gary B; Takiar, Vinita; Wang, Xin A; Luo, Dershan; Yang, James N; Wong, Jennifer; Phan, Jack

    2016-05-01

    The purpose of this study was to investigate the setup and positioning uncertainty of a custom cushion/mask/bite-block (CMB) immobilization system and determine PTV margin for image-guided head and neck stereotactic ablative radiotherapy (HN-SABR). We analyzed 105 treatment sessions among 21 patients treated with HN-SABR for recurrent head and neck cancers using a custom CMB immobilization system. Initial patient setup was performed using the ExacTrac infrared (IR) tracking system and initial setup errors were based on comparison of ExacTrac IR tracking system to corrected online ExacTrac X-rays images registered to treatment plans. Residual setup errors were determined using repeat verification X-ray. The online ExacTrac corrections were compared to cone-beam CT (CBCT) before treatment to assess agreement. Intrafractional positioning errors were determined using prebeam X-rays. The systematic and random errors were analyzed. The initial translational setup errors were -0.8±1.3 mm, -0.8±1.6 mm, and 0.3±1.9 mm in AP, CC, and LR directions, respectively, with a three-dimensional (3D) vector of 2.7±1.4 mm. The initial rotational errors were up to 2.4° if 6D couch is not available. CBCT agreed with ExacTrac X-ray images to within 2 mm and 2.5°. The intrafractional uncertainties were 0.1±0.6 mm, 0.1±0.6 mm, and 0.2±0.5 mm in AP, CC, and LR directions, respectively, and 0.0∘±0.5°, 0.0∘±0.6°, and -0.1∘±0.4∘ in yaw, roll, and pitch direction, respectively. The translational vector was 0.9±0.6 mm. The calculated PTV margins mPTV(90,95) were within 1.6 mm when using image guidance for online setup correction. The use of image guidance for online setup correction, in combination with our customized CMB device, highly restricted target motion during treatments and provided robust immobilization to ensure minimum dose of 95% to target volume with 2.0 mm PTV margin for HN-SABR. PACS number(s): 87.55.ne.

  17. Opinion Summarizationof CustomerComments

    NASA Astrophysics Data System (ADS)

    Fan, Miao; Wu, Guoshi

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

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

    ERIC Educational Resources Information Center

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

    2014-01-01

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

  19. 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.

  20. Customer Loyalty in Virtual Environments: An Empirical Study in e-Bank

    NASA Astrophysics Data System (ADS)

    Chao, Yu; Lee, Gin-Yuan; Ho, Yung-Ching

    2009-08-01

    The advent of e-commerce has increased the importance of consumer financing operations. Internet banking helps banks to develop relationship marketing, thus improve customer loyalty. This study proposes a research framework to examine the relationships among e-service quality, customer satisfaction, customer trust and e-loyalty in e-bank in Taiwan. Data are collected through a survey using a structured questionnaire. The 442 valid respondents who have experience with e-bank are analyzed by partial least squares structural equation modeling (PLS-SEM) method. The managerial implication is e-bank must focus on e-service quality to increase customer satisfaction and trust for obtaining the e-loyalty.

  1. 77 FR 55487 - Agency Information Collection Activities; Voluntary Customer Survey

    Federal Register 2010, 2011, 2012, 2013, 2014

    2012-09-10

    ... actionable items to improve services to the traveling public with respect to the entry processes for... SECURITY U.S. Customs and Border Protection Agency Information Collection Activities; Voluntary Customer... approval in accordance with the Paperwork Reduction Act: Voluntary Customer Survey. This is a...

  2. Measuring Customer Satisfaction. A Central Texas JTPA Study.

    ERIC Educational Resources Information Center

    Angel, P. Linda

    A study was conducted to determine the baseline by which to measure expected improvements in customer satisfaction for Central Texas Job Training Partnership (JTPA) programs. The survey was designed to facilitate assessment of the current level of customer satisfaction with service delivery and influences on customer satisfaction. Data were…

  3. Customized Training Marketing Plan.

    ERIC Educational Resources Information Center

    Lay, Ted

    This report outlines Oregon's Lane Community College's (LCC's) plan for marketing its customized training program for business, community organizations, public agencies, and their employees. Following a mission statement for the customized training program, a brief analysis is provided of the economic environment; of competition from educational…

  4. Customer Relationship Management.

    ERIC Educational Resources Information Center

    Fayerman, Michael

    2002-01-01

    Presents an approach increasingly employed by businesses to track and respond to their customers to provide better and faster services: customer relationship management. Discusses its applicability to the operations of higher education and institutional research and the role it plays in the knowledge management framework. (EV)

  5. British Sign Name Customs

    ERIC Educational Resources Information Center

    Day, Linda; Sutton-Spence, Rachel

    2010-01-01

    Research presented here describes the sign names and the customs of name allocation within the British Deaf community. While some aspects of British Sign Language sign names and British Deaf naming customs differ from those in most Western societies, there are many similarities. There are also similarities with other societies outside the more…

  6. Keeping Your Customers Satisfied.

    ERIC Educational Resources Information Center

    Maurer, Mary E.

    1996-01-01

    Notes that because child care is a customer-service business with many of the same requirements as any retail business, it is important that providers communicate clearly, help their customers (especially parents), and understand their needs. Offers suggestions for meeting parents' needs and making them feel like active participants in their…

  7. An improvement of a beam search method for warehouse storage allocation planning problems minimizing the number of operations and the aggregated number of products for each customer

    NASA Astrophysics Data System (ADS)

    Nishi, Tatsushi; Yamamoto, Shinichiro; Konishi, Masami

    The storage allocation planning problem in warehouse management is to determine the allocation of products to the storage space and intermediate operations for retrieving products so as to minimize the number of operations, and maximize the collected number of products for each customer when the sequence of requests for inlet and retrieval operations are given. In this paper, we propose an efficient beam search method for generating a near optimal solution with a reasonable computation time. A heuristic procedure is also proposed in order to reduce a search space in the beam search method by using the information of subsequent inlet and retrieving requests. The validity of the proposed method is confirmed by comparing the results with the optimal solution derived by solving an MILP problem. The effectiveness of the proposed method is demonstrated by solving an actual large-sized problem consisting of more than 3000 operations.

  8. 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.

  9. 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…

  10. 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…

  11. Making the Middle Count: Three Tools to Improve Throughput for a Better Patient Experience.

    PubMed

    Esbenshade, Angie

    2015-01-07

    This article discusses three ways in which dramatic improvements in middle flow, or examination-to-disposition time, can be driven by emergency department (ED) nursing leadership. By operationalizing a "results pending" area, low-acuity patients who are unlikely to be admitted can await diagnostic results or be actively monitored by a dedicated nurse, ED rooms and beds may be reserved for higher acuity patients. Monthly operational stakeholder meetings can provide a consistent opportunity to track, monitor, and improve flow while also celebrating successes and identifying needed performance improvements based on objective metrics for shared goals. Internal customer rounding is a process that serves as effective follow-up from the stakeholder meeting to ensure aligned behaviors to meet identified goals. Frequency of rounding is identified during the stakeholder meeting. By using these three tools, ED stakeholders can effectively focus on solutions instead of barriers to improving middle flow.This is an open-access article distributed under the terms of the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License, where it is permissible to download and share the work provided it is properly cited. The work cannot be changed in any way or used commercially.

  12. Using the experience-based design approach to improve orthodontic care.

    PubMed

    Ellis, Pamela E; Silverton, Sarah

    2014-12-01

    The experience-based design (ebd) approach is a method of measuring patient experience, which deliberately draws out subjective, emotional and personal feelings of the patients using a service. We describe how the experience-based design approach has been used to measure the experiences of teenage patients at orthodontic consultation appointments in a district general hospital. This has allowed us to identify the points in the patient's journey where they experience most anxiety and nervousness and to target service improvements in these areas. We found the ebd approach effective in measuring patient experience in a teenage patient population. We demonstrate how the service improvements implemented have reduced negative feelings during new patient consultations.

  13. Online Student Evaluation Improves Course Experience Questionnaire Results in a Physiotherapy Program

    ERIC Educational Resources Information Center

    Tucker, Beatrice; Jones, Sue; Straker, Leon

    2008-01-01

    This paper reports the use of an online student evaluation system, Course Experience on the Web (CEW), in a physiotherapy program to improve their Course Experience Questionnaire (CEQ) results. CEW comprises a course survey instrument modeled on the CEQ and a tailored unit survey instrument. Closure of the feedback loop is integral in the CEW…

  14. Assessing and Improving the Quality of Undergraduate Teaching in China: The Course Experience Questionnaire

    ERIC Educational Resources Information Center

    Yin, Hongbiao; Wang, Wenlan

    2015-01-01

    Assessing and improving the quality of undergraduate teaching is an important issue in China. Using the Course Experience Questionnaire, this study examined the quality of undergraduate teaching by investigating the relationships between students' course experience, the learning outcomes demonstrated by the students and the learning environment.…

  15. Student Evaluation to Improve the Student Learning Experience: An Australian University Case Study

    ERIC Educational Resources Information Center

    Tucker, Beatrice M.

    2013-01-01

    Universities have been collecting student feedback on their experiences in teaching and learning for decades. Their voice is usually captured in surveys, and quantitative and qualitative data are used for quality improvement. Quantitative data are often used to monitor the student experience and used as a key performance measure in universities.…

  16. Customer Communication Document

    NASA Technical Reports Server (NTRS)

    2009-01-01

    This procedure communicates to the Customers of the Automation, Robotics and Simulation Division (AR&SD) Dynamics Systems Test Branch (DSTB) how to obtain services of the Six-Degrees-Of-Freedom Dynamic Test System (SDTS). The scope includes the major communication documents between the SDTS and its Customer. It established the initial communication and contact points as well as provides the initial documentation in electronic media for the customer. Contact the SDTS Manager (SM) for the names of numbers of the current contact points.

  17. Customer Aggregation: An Opportunity for Green Power?

    SciTech Connect

    Holt, E.; Bird, L.

    2001-02-26

    We undertook research into the experience of aggregation groups to determine whether customer aggregation offers an opportunity to bring green power choices to more customers. The objectives of this report, therefore, are to (1) identify the different types of aggregation that are occurring today, (2) learn whether aggregation offers an opportunity to advance sales of green power, and (3) share these concepts and approaches with potential aggregators and green power advocates.

  18. 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.

  19. Customization of medical report data.

    PubMed

    Reiner, Bruce I

    2010-08-01

    Structured reporting offers a number of theoretical advantages, perhaps the most important of which is creation of standardized report databases. The standardized data created can in turn be used to customize data display, report content, historical data retrieval, interpretation analysis, and results communication in both a context and user-specific manner. In addition, these referenceable report databases can be used to facilitate the practice of evidence based medicine, through data-driven meta-analysis and determination of best practice guidelines. This concept will only be realized if the customized data delivery technology provides real and tangible value to end users, accentuates workflow, can be seamlessly integrated into existing information system technologies, and be shown to yield reproducibility of the evidence domain. The time is here for the medical imaging and clinical communities to embrace this vision in order to improve clinical outcomes and patient safety.

  20. Large Customers (DR Sellers)

    SciTech Connect

    Kiliccot, Sila

    2011-10-25

    State of the large customers for demand response integration of solar and wind into electric grid; openADR; CAISO; DR as a pseudo generation; commercial and industrial DR strategies; California regulations

  1. A customer service journey.

    PubMed

    VanDecandelaere, Traci

    2012-01-01

    Converting security team members from simple rule enforcers to superior customer service providers required changes in leadership attitudes, rules, training, and other security traditions, but it has paid off in staff performance and recognition, according to the author.

  2. 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.

  3. 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.

  4. The customer has escaped.

    PubMed

    Nunes, Paul F; Cespedes, Frank V

    2003-11-01

    Every company makes choices about the channels it will use to go to market. Traditionally, the decision to sell through a discount superstore or a pricey boutique, for instance, was guided by customer demographics. A company would identify a target segment of buyers and go with the channel that could deliver them. It was a fair assumption that certain customer types were held captive by certain channels--if not from cradle to grave, then at least from initial consideration to purchase. The problem, the authors say, is that today's customers have become unfettered. As their channel options have proliferated, they've come to recognize that different channels serve their needs better at different points in the buying process. The result is "value poaching." For example, certain channels hope to use higher margin sales to cover the cost of providing expensive high-touch services. Potential customers use these channels to do research, then leap to a cheaper channel when it's time to buy. Customers now hunt for bargains more aggressively; they've become more sophisticated about how companies market to them; and they are better equipped with information and technology to make advantageous decisions. What does this mean for your go-to-market strategy? The authors urge companies to make a fundamental shift in mind-set toward designing for buyer behaviors, not customer segments. A company should design pathways across channels to help its customers get what they need at each stage of the buying process--through one channel or another. Customers are not mindful of channel boundaries--and you shouldn't be either. Instead, they are mindful of the value of individual components in your channels--and you should be, too.

  5. Self-Compassion Promotes Personal Improvement From Regret Experiences via Acceptance.

    PubMed

    Zhang, Jia Wei; Chen, Serena

    2016-02-01

    Why do some people report more personal improvement from their regret experiences than others? Three studies examined whether self-compassion promotes personal improvement derived from recalled regret experiences. In Study 1, we coded anonymous regret descriptions posted on a blog website. People who spontaneously described their regret with greater self-compassion were also judged as having expressed more personal improvement. In Study 2, higher trait self-compassion predicted greater self-reported and observer-rated personal improvement derived from recalled regret experiences. In Study 3, people induced to take a self-compassionate perspective toward a recalled regret experience reported greater acceptance, forgiveness, and personal improvement. A multiple mediation analysis comparing acceptance and forgiveness showed self-compassion led to greater personal improvement, in part, through heightened acceptance. Furthermore, self-compassion's effects on personal improvement were distinct from self-esteem and were not explained by adaptive emotional responses. Overall, the results suggest that self-compassion spurs positive adjustment in the face of regrets.

  6. 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.

  7. Measuring the electron neutrino mass with improved sensitivity: the HOLMES experiment

    NASA Astrophysics Data System (ADS)

    Giachero, A.; Alpert, B. K.; Becker, D. T.; Bennett, D. A.; Biasotti, M.; Brofferio, C.; Ceriale, V.; Ceruti, G.; Corsini, D.; Day, P. K.; De Gerone, M.; Dressler, R.; Faverzani, M.; Ferri, E.; Fowler, J. W.; Fumagalli, E.; Gallucci, G.; Gard, J. D.; Gatti, F.; Hays-Wehle, J. P.; Heinitz, S.; Hilton, G. C.; Köster, U.; Lusignoli, M.; Mates, J. A. B.; Nisi, S.; Nucciotti, A.; Orlando, A.; Parodi, L.; Pessina, G.; Pizzigoni, G.; Puiu, A.; Ragazzi, S.; Reintsema, C. D.; Ribeiro Gomes, M.; Schmidt, D. R.; Schumann, D.; Siccardi, F.; Sisti, M.; Swetz, D. S.; Terranova, F.; Ullom, J. N.; Vale, L. R.

    2017-02-01

    HOLMES is a new experiment aiming at directly measuring the neutrino mass with a sensitivity below 2 eV . HOLMES will perform a calorimetric measurement of the energy released in the decay of 163Ho. The calorimetric measurement eliminates systematic uncertainties arising from the use of external beta sources, as in experiments with spectrometers. This measurement was proposed in 1982 by A. De Rujula and M. Lusignoli, but only recently the detector technological progress has allowed to design a sensitive experiment. HOLMES will deploy a 1000 pixels array of low temperature microcalorimeters with implanted 163Ho nuclei. HOLMES, besides being an important step forward in the direct neutrino mass measurement with a calorimetric approach, will also establish the potential of this approach to extend the sensitivity down to 0.1 eV and lower. The detectors used for the HOLMES experiment will be Mo/Cu bilayers TESs (Transition Edge Sensors) on SiNx membrane with gold absorbers. Microwave multiplexed rf-SQUIDs are the best available technique to read out large array of such detectors. An extensive R&D activity is in progress in order to maximize the multiplexing factor while preserving the performances of the individual detectors. To embed the 163Ho into the gold absorbers a custom mass separator ion implanter is being developed. The current activities are focused on the the single detector performances optimization and on the 163Ho isotope production and embedding. A preliminary measurement of a sub-array of 4× 16 detectors is planned late in 2017. In this contribution we present the HOLMES project with its technical challenges, its status and perspectives.

  8. 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.

  9. Smart customers, dumb companies.

    PubMed

    Locke, C

    2000-01-01

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

  10. "This Is Malaysia. You Have to Follow the Custom Here": Narratives of the Student and Academic Experience in International Higher Education in Malaysia

    ERIC Educational Resources Information Center

    Trahar, Sheila

    2014-01-01

    An invitation to be a visiting academic at a Malaysian university provided me with rich opportunities to talk with international students and academics and to explore their experiences of learning and teaching in that context. The university had developed an internationalisation strategy and was positioning itself as an "education hub"…

  11. Partnering With a Patient and Family Advisory Council to Improve Patient Care Experiences With Pain Management.

    PubMed

    Bookout, Michelle L; Staffileno, Beth A; Budzinsky, Christine M

    2016-04-01

    Patient-centered care is a key driver for the nation's health system, yet patient experience surveys indicate that hospitals are far from achieving favorable outcomes. Partnering with patients and families through a patient and family advisory council (PFAC) advances the practice of patient-centered care to improve outcomes and experiences. This article describes the process of implementing a PFAC and presents outcomes related to patients' perception of pain management in the acute care hospital setting.

  12. Computational selection of transcriptomics experiments improves Guilt-by-Association analyses.

    PubMed

    Bhat, Prajwal; Yang, Haixuan; Bögre, László; Devoto, Alessandra; Paccanaro, Alberto

    2012-01-01

    The Guilt-by-Association (GBA) principle, according to which genes with similar expression profiles are functionally associated, is widely applied for functional analyses using large heterogeneous collections of transcriptomics data. However, the use of such large collections could hamper GBA functional analysis for genes whose expression is condition specific. In these cases a smaller set of condition related experiments should instead be used, but identifying such functionally relevant experiments from large collections based on literature knowledge alone is an impractical task. We begin this paper by analyzing, both from a mathematical and a biological point of view, why only condition specific experiments should be used in GBA functional analysis. We are able to show that this phenomenon is independent of the functional categorization scheme and of the organisms being analyzed. We then present a semi-supervised algorithm that can select functionally relevant experiments from large collections of transcriptomics experiments. Our algorithm is able to select experiments relevant to a given GO term, MIPS FunCat term or even KEGG pathways. We extensively test our algorithm on large dataset collections for yeast and Arabidopsis. We demonstrate that: using the selected experiments there is a statistically significant improvement in correlation between genes in the functional category of interest; the selected experiments improve GBA-based gene function prediction; the effectiveness of the selected experiments increases with annotation specificity; our algorithm can be successfully applied to GBA-based pathway reconstruction. Importantly, the set of experiments selected by the algorithm reflects the existing literature knowledge about the experiments. [A MATLAB implementation of the algorithm and all the data used in this paper can be downloaded from the paper website: http://www.paccanarolab.org/papers/CorrGene/].

  13. Nurse managers' experiences in continuous quality improvement in resource-poor healthcare settings.

    PubMed

    Kakyo, Tracy Alexis; Xiao, Lily Dongxia

    2017-03-09

    Ensuring safe and quality care for patients in hospitals is an important part of a nurse manager's role. Continuous quality improvement has been identified as one approach that leads to the delivery of quality care services to patients and is widely used by nurse managers to improve patient care. Nurse managers' experiences in initiating continuous quality improvement activities in resource-poor healthcare settings remain largely unknown. Research evidence is highly demanded in these settings to address disease burden and evidence-based practice. This interpretive qualitative study was conducted to gain an understanding of nurse managers' Continuous Quality Improvement experiences in rural hospitals in Uganda. Nurse managers in rural healthcare settings used their role to prioritize quality improvement activities, monitor the Continuous Quality Improvement process, and utilize in-service education to support continuous quality improvement. The nurse managers in our sample encountered a number of barriers during the implementation of Continuous Quality Improvement, including: limited patient participation, lack of materials, and limited human resources. Efforts to address the challenges faced through good governance and leadership development require more attention.

  14. Volunteers as customers: a service quality perspective.

    PubMed

    Keaveney, S M; Saltzman, M; Sullivan, N

    1991-01-01

    Not-for-profit service firms depend upon volunteer employees for the success of their programs. This article offers a change in perspective--volunteer as customer instead of employee--to stimulate insights and provide recommendations about attracting and retaining volunteers. The volunteer is viewed as a customer, the service purchased is the volunteer experience, paid for in the currency of donated time and energy, and the not-for-profit service firm is seen as being in the business of designing, managing, communicating, and delivering a quality volunteer experience.

  15. [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.

  16. Childbirth Experience in Women at High Risk: Is It Improved by Use of a Birth Plan?

    PubMed Central

    Berg, Marie; Lundgren, Ingela; Lindmark, Gunilla

    2003-01-01

    Women at obstetric high risk more often experience negative feelings related to childbirth than women with normal outcomes. For these high-risk women, an individual birth plan does not appear to improve the overall experience of childbirth; rather, it seems to intensify the negative feelings in several aspects. The increased vulnerability in women at high risk warrants special attention to the possibility that types of care routinely offered to all women may negatively influence the experiences of high-risk women. PMID:17273335

  17. Assessing Customer Orientation in Public, Non-Profit Organizations: A Profile of Ohio State University Extension.

    ERIC Educational Resources Information Center

    Berrio, Angel A.; Henderson, Janet L.

    1998-01-01

    A survey of 208 Ohio county extension agents revealed a somewhat high level of customer orientation, commitment to customer service, and positive attitude toward continuous quality improvement. Paraprofessionals had higher customer orientation than professionals or support staff; women's customer orientation was higher than men's. (SK)

  18. 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

  19. A 16 channel frequency-domain-modulation readout system with custom superconducting LC filters for the SWIPE instrument of the balloon-borne LSPE experiment

    NASA Astrophysics Data System (ADS)

    Signorelli, G.; Baldini, A. M.; Bemporad, C.; Biasotti, M.; Cei, F.; Ceriale, V.; Corsini, D.; Fontanelli, F.; Galli, L.; Gallucci, G.; Gatti, F.; Incagli, M.; Grassi, M.; Nicolò, D.; Spinella, F.; Vaccaro, D.; Venturini, M.

    2016-07-01

    We present the design, implementation and first tests of the superconducting LC filters for the frequency domain readout of spiderweb TES bolometers of the SWIPE experiment on the balloon-borne LSPE mission which aims at measuring the linear polarization of the Cosmic Microwave Background at large angular scales to find the imprint of inflation on the B-mode CMB polarization. LC filters are designed, produced and tested at the INFN sections of Pisa and Genoa where thin film deposition and cryogenic test facilities are present, and where also the TES spiderweb bolometers are being produced.

  20. Defining Continuous Improvement and Cost Minimization Possibilities through School Choice Experiments

    ERIC Educational Resources Information Center

    Merrifield, John

    2009-01-01

    Studies of existing best practices cannot determine whether the current "best" schooling practices could be even better, less costly, or more effective and/or improve at a faster rate, but we can discover a cost effective menu of schooling options and each item's minimum cost through market accountability experiments. This paper describes…

  1. Improving Field Experiences for Rural Preservice Teachers through the Establishment of a Professional Development School.

    ERIC Educational Resources Information Center

    Castleman, Jacquelyn B.

    This practicum reports on the creation of a professional development school (PDS) designed to improve field experiences for early childhood education majors at a rural private college. The goal of the project was to increase the number of qualified teachers at a local primary school who would be willing to participate in the supervision of student…

  2. Liverpool's Discovery: A University Library Applies a New Search Tool to Improve the User Experience

    ERIC Educational Resources Information Center

    Kenney, Brian

    2011-01-01

    This article features the University of Liverpool's arts and humanities library, which applies a new search tool to improve the user experience. In nearly every way imaginable, the Sydney Jones Library and the Harold Cohen Library--the university's two libraries that serve science, engineering, and medical students--support the lives of their…

  3. Development of a Web-Enabled Learning Platform for Geospatial Laboratories: Improving the Undergraduate Learning Experience

    ERIC Educational Resources Information Center

    Mui, Amy B.; Nelson, Sarah; Huang, Bruce; He, Yuhong; Wilson, Kathi

    2015-01-01

    This paper describes a web-enabled learning platform providing remote access to geospatial software that extends the learning experience outside of the laboratory setting. The platform was piloted in two undergraduate courses, and includes a software server, a data server, and remote student users. The platform was designed to improve the quality…

  4. Randomized Controlled Trial of Teaching Methods: Do Classroom Experiments Improve Economic Education in High Schools?

    ERIC Educational Resources Information Center

    Eisenkopf, Gerald; Sulser, Pascal A.

    2016-01-01

    The authors present results from a comprehensive field experiment at Swiss high schools in which they compare the effectiveness of teaching methods in economics. They randomly assigned classes into an experimental and a conventional teaching group, or a control group that received no specific instruction. Both teaching treatments improve economic…

  5. "It's about Improving My Practice": The Learner Experience of Real-Time Coaching

    ERIC Educational Resources Information Center

    Sharplin, Erica J.; Stahl, Garth; Kehrwald, Ben

    2016-01-01

    This article reports on pre-service teachers' experience of the Real-Time Coaching model, an innovative technology-based approach to teacher training. The Real-Time Coaching model uses multiple feedback cycles via wireless technology to develop within pre-service teachers the specific skills and mindset toward continual improvement. Results of…

  6. Improving Students' Educational Experience by Harnessing Digital Technology: elgg in the ODL Environment

    ERIC Educational Resources Information Center

    Tung, Lai Cheng

    2013-01-01

    Given the rising popularity of both open and distance learning (ODL) and social networking tools, it seems logical to merge and harness these two popular technologies with the goal of improving student educational experience. The integration seems to hold tremendous promise for the open and distance learning mode. To reduce the gap in the…

  7. What Preschool Classroom Experiences Are Associated with Whether Children Improve in Visuomotor Integration?

    ERIC Educational Resources Information Center

    Byers, Anthony I.; Cameron, Claire E.; Ko, Michelle; LoCasale-Crouch, Jennifer; Grissmer, David W.

    2016-01-01

    Research Findings: This study examined the contribution of several classroom experience measures (classroom characteristics, teacher characteristics, and teacher-child interactions) to preschoolers' improvement in visuomotor integration. Children (N = 467) ranged in age from 3 to 5 years old and were enrolled in 115 classrooms in 5 U.S. states.…

  8. Electrolysis Performance Improvement Concept Study (EPICS) flight experiment phase C/D

    NASA Technical Reports Server (NTRS)

    Schubert, F. H.; Lee, M. G.

    1995-01-01

    The overall purpose of the Electrolysis Performance Improvement Concept Study flight experiment is to demonstrate and validate in a microgravity environment the Static Feed Electrolyzer concept as well as investigate the effect of microgravity on water electrolysis performance. The scope of the experiment includes variations in microstructural characteristics of electrodes and current densities in a static feed electrolysis cell configuration. The results of the flight experiment will be used to improve efficiency of the static feed electrolysis process and other electrochemical regenerative life support processes by reducing power and expanding the operational range. Specific technologies that will benefit include water electrolysis for propulsion, energy storage, life support, extravehicular activity, in-space manufacturing and in-space science in addition to other electrochemical regenerative life support technologies such as electrochemical carbon dioxide and oxygen separation, electrochemical oxygen compression and water vapor electrolysis. The Electrolysis Performance Improvement Concept Study flight experiment design incorporates two primary hardware assemblies: the Mechanical/Electrochemical Assembly and the Control/Monitor Instrumentation. The Mechanical/Electrochemical Assembly contains three separate integrated electrolysis cells along with supporting pressure and temperature control components. The Control/Monitor Instrumentation controls the operation of the experiment via the Mechanical/Electrochemical Assembly components and provides for monitoring and control of critical parameters and storage of experimental data.

  9. Customer requirements process

    NASA Technical Reports Server (NTRS)

    Russell, Yvonne; Falsetti, Christine M.

    1991-01-01

    Customer requirements are presented through three viewgraphs. One graph presents the range of services, which include requirements management, network engineering, operations, and applications support. Another viewgraph presents the project planning process. The third viewgraph presents the programs and/or projects actively supported including life sciences, earth science and applications, solar system exploration, shuttle flight engineering, microgravity science, space physics, and astrophysics.

  10. Custom uniform source system

    NASA Technical Reports Server (NTRS)

    Balcom, John L.

    1994-01-01

    The purpose and scope of this final report is to provide information on the Custom Uniform Source System (CSTM-USS-4000). The report includes documentation and summaries of the results for the work performed under the contract. The Annex contain laboratory test findings, photographs, and drawings of the sphere system.

  11. Chippewa Customs. Reprint Edition.

    ERIC Educational Resources Information Center

    Densmore, Frances

    Using information obtained between 1907 and 1925 from members of the Chippewa tribe, the Bureau of American Ethnology, and the United States National Museum, the book describes various Chippewa customs. Information, collected on six reservations in Minnesota and Wisconsin and the Manitou Rapids Reserve in Ontario, Canada, is provided concerning…

  12. Against customer service.

    PubMed

    Trotter, G

    1998-01-01

    This essay examines the nature of service in medicine and the relationship between service and profit. "Customer service medicine" is identified with the interrelated views that 1) profit is or ought to be healthcare's fundamental concern and 2) the quality of medical service corresponds to the degree to which it produces a feeling of approval in patients. This position is contrasted with the more traditional "beneficence model," which holds that 1) service ought to be healthcare's fundamental concern and 2) the proper criterion of quality medical service is the alleviation, mitigation, or prevention of the human suffering that occasions illness. Five shortcomings in the customer service model are identified: 1) customer service advocates often appeal to an unsound "efficiency argument"; 2) the prioritization of profit over service will vitiate patients' legitimate trust in healthcare; 3) the prioritization of profit converts medicine from a "practice" into an "instrumental activity"; 4) the prioritization of profit countervails the values of continuity and thoroughness; and 5) the notion of service as customer satisfaction derives more from the exigencies of turning a profit than from an analysis of sick persons' needs.

  13. Family Customs and Traditions.

    ERIC Educational Resources Information Center

    MacGregor, Cynthia

    Recognizing the importance of maintaining open communication with immediate and extended family members, this book provides a compilation of ideas for family traditions and customs that are grounded in compassion and human kindness. The traditions were gathered from families in the United States and Canada who responded to advertisements in…

  14. Chinese Festivals and Customs.

    ERIC Educational Resources Information Center

    Green, Sandra Aili

    Traditional festivals and customs of the Chinese people are described in this publication which can be used with secondary level students. In the margins of the text are numbers which indicate slides and cultural objects that relate to the text. The text, however, can be used without the slides and objects. The following festivals are described:…

  15. Students as Customers?

    ERIC Educational Resources Information Center

    Cuthbert, Rob

    2010-01-01

    The idea that students might be treated as customers triggers academics' antipathy, which in turn can lead to managerial irritation and political frustration. There are different discourses which barely overlap as their protagonists speak past one another. This article argues that these differences can be reconciled by re-conceiving the…

  16. Stratospheric controlled perturbation experiment: a small-scale experiment to improve understanding of the risks of solar geoengineering.

    PubMed

    Dykema, John A; Keith, David W; Anderson, James G; Weisenstein, Debra

    2014-12-28

    Although solar radiation management (SRM) through stratospheric aerosol methods has the potential to mitigate impacts of climate change, our current knowledge of stratospheric processes suggests that these methods may entail significant risks. In addition to the risks associated with current knowledge, the possibility of 'unknown unknowns' exists that could significantly alter the risk assessment relative to our current understanding. While laboratory experimentation can improve the current state of knowledge and atmospheric models can assess large-scale climate response, they cannot capture possible unknown chemistry or represent the full range of interactive atmospheric chemical physics. Small-scale, in situ experimentation under well-regulated circumstances can begin to remove some of these uncertainties. This experiment-provisionally titled the stratospheric controlled perturbation experiment-is under development and will only proceed with transparent and predominantly governmental funding and independent risk assessment. We describe the scientific and technical foundation for performing, under external oversight, small-scale experiments to quantify the risks posed by SRM to activation of halogen species and subsequent erosion of stratospheric ozone. The paper's scope includes selection of the measurement platform, relevant aspects of stratospheric meteorology, operational considerations and instrument design and engineering.

  17. Improved understanding of geologic CO{sub 2} storage processes requires risk-driven field experiments

    SciTech Connect

    Oldenburg, C.M.

    2011-06-01

    The need for risk-driven field experiments for CO{sub 2} geologic storage processes to complement ongoing pilot-scale demonstrations is discussed. These risk-driven field experiments would be aimed at understanding the circumstances under which things can go wrong with a CO{sub 2} capture and storage (CCS) project and cause it to fail, as distinguished from accomplishing this end using demonstration and industrial scale sites. Such risk-driven tests would complement risk-assessment efforts that have already been carried out by providing opportunities to validate risk models. In addition to experimenting with high-risk scenarios, these controlled field experiments could help validate monitoring approaches to improve performance assessment and guide development of mitigation strategies.

  18. Improve Students' Awareness Of Linking The Experiment With Their Real Lives

    NASA Astrophysics Data System (ADS)

    Huntula, Jiradawan; Chitaree, Ratchapak

    2010-07-01

    We surveyed 218 science students' from a Thai University for their views about what should be done to improve the introductory physics laboratory course. One of their responses strongly recommended that the real life application contents to the experiment should be indicated in the physics laboratory direction. The inclusions should give them a clear reason how the thing they learn from the experiment can probably be used in their lives. From our survey, about 83% of students agreed that the laboratory instruction should include an example of real life situation. Therefore, our initial goal was to find an appropriate way to improve students' awareness of linking what they learn from the experiment with their real life experiences. In the first semester of 2008, the first trial of modified physics laboratory direction was carried out with 18 second year physics students. The additional contents of physics applications were introduced as the prolog of the physics laboratory direction. Four out of twelve experiment directions were prepared to include this additional introduction. From our interview as a mean to evaluate the proposal, only 11% of students could explain but their answers disagreed with the examples of real life situations given within the experiment direction. This result made us realized that this was not only the matter of having or not having the application messages but also the matter of putting the massages in the right place. In the second semester of 2008, the second trial was carried out. This time, the application contents were blended into the theoretical part which was found from our separate survey to be one of the most interesting parts for students. Again, four out of twelve experiment directions were prepared in this proposed style. The students' responses showed that about 40% of students could clearly describe the application message relevant to experiments given in the direction.

  19. Development and preliminary psychometric properties of the Care Experience Feedback Improvement Tool (CEFIT)

    PubMed Central

    Beattie, Michelle; Shepherd, Ashley; Lauder, William; Atherton, Iain; Cowie, Julie; Murphy, Douglas J

    2016-01-01

    Objective To develop a structurally valid and reliable, yet brief measure of patient experience of hospital quality of care, the Care Experience Feedback Improvement Tool (CEFIT). Also, to examine aspects of utility of CEFIT. Background Measuring quality improvement at the clinical interface has become a necessary component of healthcare measurement and improvement plans, but the effectiveness of measuring such complexity is dependent on the purpose and utility of the instrument used. Methods CEFIT was designed from a theoretical model, derived from the literature and a content validity index (CVI) procedure. A telephone population surveyed 802 eligible participants (healthcare experience within the previous 12 months) to complete CEFIT. Internal consistency reliability was tested using Cronbach's α. Principal component analysis was conducted to examine the factor structure and determine structural validity. Quality criteria were applied to judge aspects of utility. Results CVI found a statistically significant proportion of agreement between patient and practitioner experts for CEFIT construction. 802 eligible participants answered the CEFIT questions. Cronbach's α coefficient for internal consistency indicated high reliability (0.78). Interitem (question) total correlations (0.28–0.73) were used to establish the final instrument. Principal component analysis identified one factor accounting for 57.3% variance. Quality critique rated CEFIT as fair for content validity, excellent for structural validity, good for cost, poor for acceptability and good for educational impact. Conclusions CEFIT offers a brief yet structurally sound measure of patient experience of quality of care. The briefness of the 5-item instrument arguably offers high utility in practice. Further studies are needed to explore the utility of CEFIT to provide a robust basis for feedback to local clinical teams and drive quality improvement in the provision of care experience for patients

  20. Applicability of the ReproQ client experiences questionnaire for quality improvement in maternity care

    PubMed Central

    Scheerhagen, Marisja; Tholhuijsen, Dominique J.C.; Birnie, Erwin; Franx, Arie; Bonsel, Gouke J.

    2016-01-01

    Background. The ReproQuestionnaire (ReproQ) measures the client’s experience with maternity care, following the WHO responsiveness model. In 2015, the ReproQ was appointed as national client experience questionnaire and will be added to the national list of indicators in maternity care. For using the ReproQ in quality improvement, the questionnaire should be able to identify best and worst practices. To achieve this, ReproQ should be reliable and able to identify relevant differences. Methods and Findings. We sent questionnaires to 17,867 women six weeks after labor (response 32%). Additionally, we invited 915 women for the retest (response 29%). Next we determined the test–retest reliability, the Minimally Important Difference (MID) and six known group comparisons, using two scorings methods: the percentage women with at least one negative experience and the mean score. The reliability for the percentage negative experience and mean score was both ‘good’ (Absolute agreement = 79%; intraclass correlation coefficient = 0.78). The MID was 11% for the percentage negative and 0.15 for the mean score. Application of the MIDs revealed relevant differences in women’s experience with regard to professional continuity, setting continuity and having travel time. Conclusions. The measurement characteristics of the ReproQ support its use in quality improvement cycle. Test–retest reliability was good, and the observed minimal important difference allows for discrimination of good and poor performers, also at the level of specific features of performance. PMID:27478690

  1. 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.

  2. Role of peer support workers in improving patient experience in Tower Hamlets Specialist Addiction Unit.

    PubMed

    Kulik, Wiktor; Shah, Amar

    2016-01-01

    The aim of the project was to improve patient experience for people in Tower Hamlets Specialist Addictions Unit in order to increase satisfaction by 25% in 12 months starting in August 2014. The team used the model for improvement as part of ELFT's quality improvement programme to support iterative cycles of testing and learning. This involved support from the Trust's quality improvement team. The theory of change was visualised through a driver diagram. A number of outcomes were measured and plotted over time - patient satisfaction, staff satisfaction, and attendance to peer support groups. The impact of changes was then observed using the plan, do, study, act (PDSA) cycles. The changes that positively influenced the outcomes were continued and ones without such impact were discontinued. The most successful intervention to improve patient satisfaction so far was the introduction of peer support facilitation for the "Breakfast club" - recovery orientated meeting of patients with less emphasis on the medical aspects of treatment. Staff satisfaction is proven to be one of the best determinants of patient experience, so this is also measured and plotted over time together with patient's satisfaction and attendance. Service user satisfaction improves attendance and outcomes in this difficult-to-engage group of patients (people with both substance misuse and mental health problems). Patient perspectives and priorities might be quite different to that of the clinical team, further supporting the importance of involving and engaging them in any quality improvement work. Involving peer support workers in improving engagement of people with substance misuse related problems appears essential.

  3. Role of peer support workers in improving patient experience in Tower Hamlets Specialist Addiction Unit

    PubMed Central

    Kulik, Wiktor; Shah, Amar

    2016-01-01

    The aim of the project was to improve patient experience for people in Tower Hamlets Specialist Addictions Unit in order to increase satisfaction by 25% in 12 months starting in August 2014. The team used the model for improvement as part of ELFT's quality improvement programme to support iterative cycles of testing and learning. This involved support from the Trust's quality improvement team. The theory of change was visualised through a driver diagram. A number of outcomes were measured and plotted over time - patient satisfaction, staff satisfaction, and attendance to peer support groups. The impact of changes was then observed using the plan, do, study, act (PDSA) cycles. The changes that positively influenced the outcomes were continued and ones without such impact were discontinued. The most successful intervention to improve patient satisfaction so far was the introduction of peer support facilitation for the “Breakfast club” - recovery orientated meeting of patients with less emphasis on the medical aspects of treatment. Staff satisfaction is proven to be one of the best determinants of patient experience, so this is also measured and plotted over time together with patient's satisfaction and attendance. Service user satisfaction improves attendance and outcomes in this difficult-to-engage group of patients (people with both substance misuse and mental health problems). Patient perspectives and priorities might be quite different to that of the clinical team, further supporting the importance of involving and engaging them in any quality improvement work. Involving peer support workers in improving engagement of people with substance misuse related problems appears essential. PMID:27933148

  4. Customization of biomedical terminologies.

    PubMed

    Homo, Julien; Dupuch, Laëtitia; Benbrahim, Allel; Grabar, Natalia; Dupuch, Marie

    2012-01-01

    Within the biomedical area over one hundred terminologies exist and are merged in the Unified Medical Language System Metathesaurus, which gives over 1 million concepts. When such huge terminological resources are available, the users must deal with them and specifically they must deal with irrelevant parts of these terminologies. We propose to exploit seed terms and semantic distance algorithms in order to customize the terminologies and to limit within them a semantically homogeneous space. An evaluation performed by a medical expert indicates that the proposed approach is relevant for the customization of terminologies and that the extracted terms are mostly relevant to the seeds. It also indicates that different algorithms provide with similar or identical results within a given terminology. The difference is due to the terminologies exploited. A special attention must be paid to the definition of optimal association between the semantic similarity algorithms and the thresholds specific to a given terminology.

  5. A web-based troubleshooting tool to help customers self-solve color issues with a digital printing workflow

    NASA Astrophysics Data System (ADS)

    Santos-Villalobos, Hector J.; Loewen, Victor; Lehto, Mark; Allebach, Jan

    2011-03-01

    Current printing technologies enable customers to reproduce high quality, realistic, and colorful hard copies of their digital documents. Although the activity of printing is transparent to the customers, the progression of a customer's document through the color printing workflow (CPW) is a complex process that may alter the colors in the print job. Given the complexity of the CPW, it is a difficult problem to diagnose the source of the color issue. Novel tools and methods that address this challenge are beneficial for both the manufacturer and its customers. We propose a Web-based troubleshooting tool that helps customers to self-solve color issues with electrophotographic laser printers when printing solid colors in graphics and text. The tool helps the customer to reconfigure his/her CPW following printing best practices. If the issue is still unresolved, the tool guides the user to search the gamut of the printer for his/her color preference. The usability of the tool was carefully evaluated with human subject experiments. Also, the description and organization of the troubleshooting tasks were continuously reviewed and improved in regular meetings of the development team. In this paper, we describe the troubleshooting strategy, the color preference search algorithm, and the results of the usability experiments.

  6. Review of recent theories and experiments for improving high-power microwave window breakdown thresholds

    SciTech Connect

    Chang Chao; Liu Guozhi; Tang Chuanxiang; Chen Changhua; Fang Jinyong

    2011-05-15

    Dielectric window breakdown is a serious challenge in high-power microwave (HPM) transmission and radiation. Breakdown at the vacuum/dielectric interface is triggered by multipactor and finally realized by plasma avalanche in the ambient desorbed or evaporated gas layer above the dielectric. Methods of improving breakdown thresholds are key challenges in HPM systems. First, the main theoretical and experimental progress is reviewed. Next, the mechanisms of multipactor suppression for periodic rectangular and triangular surface profiles by dynamic analysis and particle-in-cell simulations are surveyed. Improved HPM breakdown thresholds are demonstrated by proof-of-principle and multigigawatt experiments. The current theories and experiments of using dc magnetic field to resonantly accelerate electrons to suppress multipactor are also synthesized. These methods of periodic profiles and magnetic field may solve the key issues of HPM vacuum dielectric breakdown.

  7. Improved TROSY-HNCA experiment with suppression of conformational exchange induced relaxation.

    PubMed

    Pervushin, K; Gallius, V; Ritter, C

    2001-10-01

    A general method for improving of the sensitivity of the TROSY-type triple resonance experiments in the presence of conformational exchange-induced (CSX) relaxation is proposed based on the use of CPMG-INEPT (Müller et al., J. Am. Chem. Soc., 1995, 117, 11043-11048) during the N-C polarization transfer periods. Significantly improved sensitivity is demonstrated for the majority of cross-peaks in the new [15N,1H]-TROSY-XY-HNCA experiment, measured with partially folded RNase AS-Protein, with negligible loss of sensitivity for resonances unaffected by CSX relaxation. In addition, a comparison of cross-peak amplitudes in [15N,1N]-TROSY-XY-HNCA and conventional [15N,1H]-TROSY-HNCA spectra provides a quick and sensitive estimation of the CSX relaxation contribution.

  8. Borrowing information across genes and experiments for improved error variance estimation in microarray data analysis.

    PubMed

    Ji, Tieming; Liu, Peng; Nettleton, Dan

    2012-01-01

    Statistical inference for microarray experiments usually involves the estimation of error variance for each gene. Because the sample size available for each gene is often low, the usual unbiased estimator of the error variance can be unreliable. Shrinkage methods, including empirical Bayes approaches that borrow information across genes to produce more stable estimates, have been developed in recent years. Because the same microarray platform is often used for at least several experiments to study similar biological systems, there is an opportunity to improve variance estimation further by borrowing information not only across genes but also across experiments. We propose a lognormal model for error variances that involves random gene effects and random experiment effects. Based on the model, we develop an empirical Bayes estimator of the error variance for each combination of gene and experiment and call this estimator BAGE because information is Borrowed Across Genes and Experiments. A permutation strategy is used to make inference about the differential expression status of each gene. Simulation studies with data generated from different probability models and real microarray data show that our method outperforms existing approaches.

  9. Developing a Customized Teaching Assessment Software Instrument.

    ERIC Educational Resources Information Center

    Stanbrough, Mark; Stinson, Bill

    The goal of this project was to develop customized teaching analysis software that would accurately measure recorded teaching behaviors and communicate useful results quickly to the observed teacher with the goal of improving teacher performance. A computer software program, "The Evaluator," was developed that uses a Windows interface programmed…

  10. 12 CFR 368.100 - Obligations concerning institutional customers.

    Code of Federal Regulations, 2011 CFR

    2011-01-01

    ... institutional customer in financial markets and specific experience with the type of instruments under... securities market, a market with a particularly broad institutional component. Accordingly, the FDIC believes..., professionalism, and good faith regardless of the financial circumstances of the customer. (c) In recommending...

  11. Michoacan People, Customs, and the Day of the Dead.

    ERIC Educational Resources Information Center

    Maulhardt, Mary

    This curriculum guide is intended: (1) to expose students to the people and customs of Michoacan, Mexico; (2) to explore the meaning of traditional Day of the Dead customs through hands-on experiences; and (3) to build the self-esteem of second language learners of Mexican descent. During the study, students whose primary language is Spanish read…

  12. 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…

  13. Repeat Customer Success in Extension

    ERIC Educational Resources Information Center

    Bess, Melissa M.; Traub, Sarah M.

    2013-01-01

    Four multi-session research-based programs were offered by two Extension specialist in one rural Missouri county. Eleven participants who came to multiple Extension programs could be called "repeat customers." Based on the total number of participants for all four programs, 25% could be deemed as repeat customers. Repeat customers had…

  14. Development of Interactive Industrial Design Support System Considering Customer's Evaluation

    NASA Astrophysics Data System (ADS)

    Yanagisawa, Hideyoshi; Fukuda, Shuichi

    To respond to rapidly changing and diversifying customers' requirements, an industrial design support system for eyeglass frames which allows the customer to participate in the industrial design process was developed. This system is based on the Interactive Evolutionary Computing (IEC) technique so that a customer can interact with the system to express his or her Kansei requirements through images. The design of an eyeglass frame cannot be determined in isolation but rather must be determined by considering its appearance on the customer. In the developed system, the user evaluates each sample suggested by the system and narrows down the candidate gradually. Its usefulness was demonstrated by operational experiments and questionnaires.

  15. A revised model for microbially induced calcite precipitation: Improvements and new insights based on recent experiments

    NASA Astrophysics Data System (ADS)

    Hommel, Johannes; Lauchnor, Ellen; Phillips, Adrienne; Gerlach, Robin; Cunningham, Alfred B.; Helmig, Rainer; Ebigbo, Anozie; Class, Holger

    2015-05-01

    The model for microbially induced calcite precipitation (MICP) published by Ebigbo et al. (2012) has been improved based on new insights obtained from experiments and model calibration. The challenge in constructing a predictive model for permeability reduction in the underground with MICP is the quantification of the complex interaction between flow, transport, biofilm growth, and reaction kinetics. New data from Lauchnor et al. (2015) on whole-cell ureolysis kinetics from batch experiments were incorporated into the model, which has allowed for a more precise quantification of the relevant parameters as well as a simplification of the reaction kinetics in the equations of the model. Further, the model has been calibrated objectively by inverse modeling using quasi-1D column experiments and a radial flow experiment. From the postprocessing of the inverse modeling, a comprehensive sensitivity analysis has been performed with focus on the model input parameters that were fitted in the course of the model calibration. It reveals that calcite precipitation and concentrations of NH4+ and Ca2+ are particularly sensitive to parameters associated with the ureolysis rate and the attachment behavior of biomass. Based on the determined sensitivities and the ranges of values for the estimated parameters in the inversion, it is possible to identify focal areas where further research can have a high impact toward improving the understanding and engineering of MICP.

  16. Simulated and Virtual Science Laboratory Experiments: Improving Critical Thinking and Higher-Order Learning Skills

    NASA Astrophysics Data System (ADS)

    Simon, Nicole A.

    Virtual laboratory experiments using interactive computer simulations are not being employed as viable alternatives to laboratory science curriculum at extensive enough rates within higher education. Rote traditional lab experiments are currently the norm and are not addressing inquiry, Critical Thinking, and cognition throughout the laboratory experience, linking with educational technologies (Pyatt & Sims, 2007; 2011; Trundle & Bell, 2010). A causal-comparative quantitative study was conducted with 150 learners enrolled at a two-year community college, to determine the effects of simulation laboratory experiments on Higher-Order Learning, Critical Thinking Skills, and Cognitive Load. The treatment population used simulated experiments, while the non-treatment sections performed traditional expository experiments. A comparison was made using the Revised Two-Factor Study Process survey, Motivated Strategies for Learning Questionnaire, and the Scientific Attitude Inventory survey, using a Repeated Measures ANOVA test for treatment or non-treatment. A main effect of simulated laboratory experiments was found for both Higher-Order Learning, [F (1, 148) = 30.32,p = 0.00, eta2 = 0.12] and Critical Thinking Skills, [F (1, 148) = 14.64,p = 0.00, eta 2 = 0.17] such that simulations showed greater increases than traditional experiments. Post-lab treatment group self-reports indicated increased marginal means (+4.86) in Higher-Order Learning and Critical Thinking Skills, compared to the non-treatment group (+4.71). Simulations also improved the scientific skills and mastery of basic scientific subject matter. It is recommended that additional research recognize that learners' Critical Thinking Skills change due to different instructional methodologies that occur throughout a semester.

  17. Mobile Customer Relationship Management and Mobile Security

    NASA Astrophysics Data System (ADS)

    Sanayei, Ali; Mirzaei, Abas

    The purpose of this study is twofold. First, in order to guarantee a coherent discussion about mobile customer relationship management (mCRM), this paper presents a conceptualization of mCRM delineating its unique characteristics because of Among the variety of mobile services, considerable attention has been devoted to mobile marketing and in particular to mobile customer relationship management services. Second, the authors discusses the security risks in mobile computing in different level(user, mobile device, wireless network,...) and finally we focus on enterprise mobile security and it's subgroups with a series of suggestion and solution for improve mobile computing security.

  18. Improved Search for a Light Sterile Neutrino with the Full Configuration of the Daya Bay Experiment

    NASA Astrophysics Data System (ADS)

    An, F. P.; Balantekin, A. B.; Band, H. R.; Bishai, M.; Blyth, S.; Cao, D.; Cao, G. F.; Cao, J.; Cen, W. R.; Chan, Y. L.; Chang, J. F.; Chang, L. C.; Chang, Y.; Chen, H. S.; Chen, Q. Y.; Chen, S. M.; Chen, Y. X.; Chen, Y.; Cheng, J.-H.; Cheng, J.; Cheng, Y. P.; Cheng, Z. K.; Cherwinka, J. J.; Chu, M. C.; Chukanov, A.; Cummings, J. P.; de Arcos, J.; Deng, Z. Y.; Ding, X. F.; Ding, Y. Y.; Diwan, M. V.; Dolgareva, M.; Dove, J.; Dwyer, D. A.; Edwards, W. R.; Gill, R.; Gonchar, M.; Gong, G. H.; Gong, H.; Grassi, M.; Gu, W. Q.; Guan, M. Y.; Guo, L.; Guo, R. P.; Guo, X. H.; Guo, Z.; Hackenburg, R. W.; Han, R.; Hans, S.; He, M.; Heeger, K. M.; Heng, Y. K.; Higuera, A.; Hor, Y. K.; Hsiung, Y. B.; Hu, B. Z.; Hu, T.; Hu, W.; Huang, E. C.; Huang, H. X.; Huang, X. T.; Huber, P.; Huo, W.; Hussain, G.; Jaffe, D. E.; Jaffke, P.; Jen, K. L.; Jetter, S.; Ji, X. P.; Ji, X. L.; Jiao, J. B.; Johnson, R. A.; Joshi, J.; Kang, L.; Kettell, S. H.; Kohn, S.; Kramer, M.; Kwan, K. K.; Kwok, M. W.; Kwok, T.; Langford, T. J.; Lau, K.; Lebanowski, L.; Lee, J.; Lee, J. H. C.; Lei, R. T.; Leitner, R.; Leung, J. K. C.; Li, C.; Li, D. J.; Li, F.; Li, G. S.; Li, Q. J.; Li, S.; Li, S. C.; Li, W. D.; Li, X. N.; Li, Y. F.; Li, Z. B.; Liang, H.; Lin, C. J.; Lin, G. L.; Lin, S.; Lin, S. K.; Lin, Y.-C.; Ling, J. J.; Link, J. M.; Littenberg, L.; Littlejohn, B. R.; Liu, D. W.; Liu, J. L.; Liu, J. C.; Loh, C. W.; Lu, C.; Lu, H. Q.; Lu, J. S.; Luk, K. B.; Lv, Z.; Ma, Q. M.; Ma, X. Y.; Ma, X. B.; Ma, Y. Q.; Malyshkin, Y.; Martinez Caicedo, D. A.; McDonald, K. T.; McKeown, R. D.; Mitchell, I.; Mooney, M.; Nakajima, Y.; Napolitano, J.; Naumov, D.; Naumova, E.; Ngai, H. Y.; Ning, Z.; Ochoa-Ricoux, J. P.; Olshevskiy, A.; Pan, H.-R.; Park, J.; Patton, S.; Pec, V.; Peng, J. C.; Pinsky, L.; Pun, C. S. J.; Qi, F. Z.; Qi, M.; Qian, X.; Raper, N.; Ren, J.; Rosero, R.; Roskovec, B.; Ruan, X. C.; Steiner, H.; Sun, G. X.; Sun, J. L.; Tang, W.; Taychenachev, D.; Treskov, K.; Tsang, K. V.; Tull, C. E.; Viaux, N.; Viren, B.; Vorobel, V.; Wang, C. H.; Wang, M.; Wang, N. Y.; Wang, R. G.; Wang, W.; Wang, X.; Wang, Y. F.; Wang, Z.; Wang, Z.; Wang, Z. M.; Wei, H. Y.; Wen, L. J.; Whisnant, K.; White, C. G.; Whitehead, L.; Wise, T.; Wong, H. L. H.; Wong, S. C. F.; Worcester, E.; Wu, C.-H.; Wu, Q.; Wu, W. J.; Xia, D. M.; Xia, J. K.; Xing, Z. Z.; Xu, J. Y.; Xu, J. L.; Xu, Y.; Xue, T.; Yang, C. G.; Yang, H.; Yang, L.; Yang, M. S.; Yang, M. T.; Ye, M.; Ye, Z.; Yeh, M.; Young, B. L.; Yu, Z. Y.; Zeng, S.; Zhan, L.; Zhang, C.; Zhang, H. H.; Zhang, J. W.; Zhang, Q. M.; Zhang, X. T.; Zhang, Y. M.; Zhang, Y. X.; Zhang, Y. M.; Zhang, Z. J.; Zhang, Z. Y.; Zhang, Z. P.; Zhao, J.; Zhao, Q. W.; Zhao, Y. B.; Zhong, W. L.; Zhou, L.; Zhou, N.; Zhuang, H. L.; Zou, J. H.; Daya Bay Collaboration

    2016-10-01

    This Letter reports an improved search for light sterile neutrino mixing in the electron antineutrino disappearance channel with the full configuration of the Daya Bay Reactor Neutrino Experiment. With an additional 404 days of data collected in eight antineutrino detectors, this search benefits from 3.6 times the statistics available to the previous publication, as well as from improvements in energy calibration and background reduction. A relative comparison of the rate and energy spectrum of reactor antineutrinos in the three experimental halls yields no evidence of sterile neutrino mixing in the 2 ×10-4≲|Δ m412|≲0.3 eV2 mass range. The resulting limits on sin22 θ14 are improved by approx imately a factor of 2 over previous results and constitute the most stringent constraints to date in the |Δ m412|≲0.2 eV2 region.

  19. Tapping Magnet®'s Culture of Innovation to Improve the Patient Experience.

    PubMed

    Rainer, Jennifer

    2017-01-01

    As incentives grow for healthcare organizations to improve the patient experience, an increasing number choose to add consumers directly into their leadership structures. In this final installment about the value of patient and family advisory councils, the senior director of quality at a large, Magnet®-recognized Texas hospital explains how tapping into a well-established Magnet culture helped the organization adopt innovative approaches that produced positive change. Based on an interview with the author, she notes that seeing basic issues through patients' eyes challenged long-held beliefs and led to improvements in a wide variety of areas. A discussion of the next frontier for patient and family advisory councils focuses on the small but growing number of hospitals that bring community members to the table to openly share, dissect, and improve issues of quality and safety.

  20. A custom flexible experimental setup to test air source heat pump for smart buildings

    NASA Astrophysics Data System (ADS)

    Cracium, Vasile S.; Bojesen, Carsten; Trifa, Viorel

    2012-09-01

    In this paper a custom made experimental stand is presented, named controlled lab environment (CLE or climatic box), built for testing an air source heat pump (ASHP) under controlled evaporator ambient conditions and verify the performance and behavior of a theoretical model of the ASHP as a basis for optimization and efficiency improvements. While the data acquisitions from experiments are not yet available, the paper presents the design considerations and schematics of the CLE and a thermodynamic model of an ASHP.

  1. 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…

  2. I CARE: an organization-wide customer service education program.

    PubMed

    McInnes, Kathryn Gillow

    2003-01-01

    When a survey indicated that patients recently discharged from The Brant Community Healthcare System (BCHS) believed that customer service across the organization could be enhanced, planning to enhance the quality of service for both internal and external customers began immediately. This article describes the measures taken to realize this improvement. It describes the cultural change required, important things to consider when planning customer service programs in healthcare settings, and some of the content of the customer service education program that was ultimately delivered to leaders, staff, physicians, and volunteers throughout the organization.

  3. Fabricating a custom earpiece for hand-held radios.

    PubMed

    Potter, James V; Hansen, Nancy A; Schroetlin, Robert G; Jones, John D

    2009-12-01

    This article describes the fabrication of a custom earpiece for use with hand-held radios. The technique can be used to fabricate custom earpieces, as a public service, for law enforcement personnel, firefighters, emergency medical services (EMS) personnel, and others, improving safety and providing a valuable benefit to the community.

  4. 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.

  5. Mirror Analysis: How To Achieve Customer-Driven Human Performance.

    ERIC Educational Resources Information Center

    Mourier, Pierre

    1999-01-01

    Presents an evaluation/development method for achieving customer-driven improvement in organizations. Describes the steps to external and internal "mirror analysis," a process for determining if the organization functions as a mirror of customers' needs and expectations. Twelve figures illustrate factors in the process. (AEF)

  6. A Quality Improvement Customer Service Process.

    ERIC Educational Resources Information Center

    Messina, Robert C., Jr.; And Others

    To develop a college-wide resolution process for dealing with student concerns, Burlington County College, in New Jersey, undertook a planning effort involving the faculty, student, staff, and administrator senates in the college's governance system. Rather than appoint an administrator to lead the project, a member of the staff senate was…

  7. Government Customer Service Improvement Act of 2013

    THOMAS, 113th Congress

    Rep. Cuellar, Henry [D-TX-28

    2013-04-19

    08/01/2013 Received in the Senate and Read twice and referred to the Committee on Homeland Security and Governmental Affairs. (All Actions) Tracker: This bill has the status Passed HouseHere are the steps for Status of Legislation:

  8. Government Customer Service Improvement Act of 2013

    THOMAS, 113th Congress

    Sen. Warner, Mark R. [D-VA

    2013-04-18

    04/18/2013 Read twice and referred to the Committee on Homeland Security and Governmental Affairs. (All Actions) Tracker: This bill has the status IntroducedHere are the steps for Status of Legislation:

  9. Using reengineering to improve "customer visit processes".

    PubMed

    Salois-Swallow, D

    1997-01-01

    Much of informatics has been concerned with computer systems. Informatics took a broader view during the Fifth International Nursing Informatics Symposium Post Conference in Austin (1994) as Henry et al, captured the essence of informatics as being "imperative for assessing the quality of care provided and analyzing effectiveness of nursing interventions across settings and population". At York Central Hospital (YCH), Ontario, we realized the need to work differently, to keep what's good about what we do and still meet the changed needs of health care. We also realized it's about getting everyone close to the patient. We used a reengineering process to help us achieve that goal. This paper describes how models and techniques commonly used in reengineering can be used for assessing and analyzing the quality and effectiveness of the service provided to the client.

  10. Government Customer Service Improvement Act of 2012

    THOMAS, 112th Congress

    Sen. Warner, Mark R. [D-VA

    2012-07-30

    07/30/2012 Read twice and referred to the Committee on Homeland Security and Governmental Affairs. (All Actions) Tracker: This bill has the status IntroducedHere are the steps for Status of Legislation:

  11. Running Head: Improving Pharmacy Customer Satisfaction

    DTIC Science & Technology

    2006-06-29

    and friends; I am truly blessed to have them all in my life . 71 Pharmacy Satisfaction 3 F7 Abstract F The primary objective of this study was to...the purpose of this project satisfaction was focused on patient’s expectations, and their perspective. Doucette (2003) would agree as well , stating...Tricare Extra 7 0.5 Tricare for Life 167 11.1 Tricare Plus 9 0.6 Medicare 154 10.3 Other 57 3.8 n = 1500 Pharmacy Satisfaction 31 1] Table 7. Pharmacy

  12. To Customize or Not to Customize? Exploring Science Teacher Customization in an Online Lesson Portal

    ERIC Educational Resources Information Center

    Littenberg-Tobias, Joshua; Beheshti, Elham; Staudt, Carolyn

    2016-01-01

    New technologies are increasingly giving science teachers the ability to access and customize science lessons. However, there is substantial debate in the literature about whether and under what conditions teacher customization benefit student learning. In this study, we examined teacher customization of inquiry-based science lessons from an…

  13. Systematic review of approaches to using patient experience data for quality improvement in healthcare settings

    PubMed Central

    Gleeson, Helen; Calderon, Ana; Swami, Viren; Deighton, Jessica; Wolpert, Miranda; Edbrooke-Childs, Julian

    2016-01-01

    Objectives Explore how patient-reported experience measures (PREMs) are collected, communicated and used to inform quality improvement (QI) across healthcare settings. Design Systematic review. Setting Various primary and secondary care settings, including general practice, and acute and chronic care hospitals. Participants A full range of patient populations from (children through to the elderly) and staff (from healthcare practitioners to senior managers). Methods Scientific databases were searched (CINAHL, PsycINFO, MEDLINE and Cochrane Libraries) as was grey literature. Qualitative and quantitative studies describing collection of PREM data and subsequent QI actions in any healthcare setting were included. Risk of bias was assessed using established criteria. Of 5312 initial hits, 32 full texts were screened, and 11 were included. Results Patient experience data were most commonly collected through surveys and used to identify small areas of incremental change to services that do not require a change to clinician behaviour (eg, changes to admission processes and producing educational materials). While staff in most studies reported having made effective improvements, authors struggled to identify what those changes were or the impact they had. Conclusions Findings suggest there is no single best way to collect or use PREM data for QI, but they do suggest some key points to consider when planning such an approach. For instance, formal training is recommended, as a lack of expertise in QI and confidence in interpreting patient experience data effectively may continue to be a barrier to a successful shift towards a more patient-centred healthcare service. In the context of QI, more attention is required on how patient experience data will be used to inform changes to practice and, in turn, measure any impact these changes may have on patient experience. PMID:27531733

  14. Making customer-service a priority in health care organizations.

    PubMed

    O'Hagan, Joshua; Persaud, David

    2008-01-01

    Improving customer-service in health care organizations has been linked to better patient care, satisfied staff, a reduction in preventable medical errors, fewer malpractice lawsuits and improved revenue. However, it has been observed that there is sometimes a gap between the level of customer-service provided by health care organizations and their clients' expectations. This paper integrates, synthesizes and extends theory and practice from existing literature to provide health care organizations with strategies for closing this gap. Methods are also outlined for creating, implementing and evaluating an organizational plan for improving customer-service.

  15. The mismanagement of customer loyalty.

    PubMed

    Reinartz, Werner; Kumar, V

    2002-07-01

    Who wouldn't want loyal customers? Surely they should cost less to serve, they'd be willing to pay more than other customers, and they'd actively market your company by word of mouth, right? Maybe not. Careful study of the relationship between customer loyalty and profits plumbed from 16,000 customers in four companies' databases tells a different story. The authors found no evidence to support any of these claims. What they did find was that the link between customers and profitability was more complicated because customers fall into four groups, not two. Simply put: Not all loyal customers are profitable, and not all profitable customers are loyal. Traditional tools for segmenting customers do a poor job of identifying that latter group, causing companies to chase expensively after initially profitable customers who hold little promise of future profits. The authors suggest an alternative approach, based on well-established "event-history modeling" techniques, that more accurately predicts future buying probabilities. Armed with such a tool, marketers can correctly identify which customers belong in which category and market accordingly. The challenge in managing customers who are profitable but disloyal--the "butterflies"--is to milk them for as much as you can while they're buying from you. A softly-softly approach is more appropriate for the profitable customers who are likely to stay loyal--your "true friends." As for highly loyal but not very profitable customers--the "barnacles"--you need to find out if they have the potential to spend more than they currently do. And, of course, for the "strangers"--those who generate no loyalty and no profits--the answer is simple: Identify early and don't invest anything.

  16. Perceiving active listening activates the reward system and improves the impression of relevant experiences.

    PubMed

    Kawamichi, Hiroaki; Yoshihara, Kazufumi; Sasaki, Akihiro T; Sugawara, Sho K; Tanabe, Hiroki C; Shinohara, Ryoji; Sugisawa, Yuka; Tokutake, Kentaro; Mochizuki, Yukiko; Anme, Tokie; Sadato, Norihiro

    2015-01-01

    Although active listening is an influential behavior, which can affect the social responses of others, the neural correlates underlying its perception have remained unclear. Sensing active listening in social interactions is accompanied by an improvement in the recollected impressions of relevant experiences and is thought to arouse positive feelings. We therefore hypothesized that the recognition of active listening activates the reward system, and that the emotional appraisal of experiences that had been subject to active listening would be improved. To test these hypotheses, we conducted functional magnetic resonance imaging (fMRI) on participants viewing assessments of their own personal experiences made by evaluators with or without active listening attitude. Subjects rated evaluators who showed active listening more positively. Furthermore, they rated episodes more positively when they were evaluated by individuals showing active listening. Neural activation in the ventral striatum was enhanced by perceiving active listening, suggesting that this was processed as rewarding. It also activated the right anterior insula, representing positive emotional reappraisal processes. Furthermore, the mentalizing network was activated when participants were being evaluated, irrespective of active listening behavior. Therefore, perceiving active listening appeared to result in positive emotional appraisal and to invoke mental state attribution to the active listener.

  17. Sensitivity improvements to the YbF electron electric dipole moment experiment

    NASA Astrophysics Data System (ADS)

    Rabey, Isabel; Devlin, Jack; Sauer, Ben; Hudson, Jony; Tarbutt, Mike; Hinds, Ed

    The electron is predicted to have a small electric dipole moment (EDM). The size of this fundamental property is intimately connected to the breaking of time reversal symmetry (T) in nature. The Standard Model, which does include a small amount of T asymmetry, predicts the EDM to be too small to ever detect at de<10-38 e.cm. However, many extensions of the Standard Model that suggest additional T-violation predict the electron's EDM to be within a measurable regime of both current and proposed experiments. This talk describes our YbF electron EDM experiment and introduces some of the technical improvements made to our machine since the last measurement. We have increased the statistical sensitivity of our interferometer by increasing the number of YbF molecules that participate in the experiment and by increasing their detection probability. We demonstrate several hardware developments that combine laser, microwave and rf fields which, when applied to YbF, can pump six times more population into the initial measurement state. In the detection region we have used techniques developed for molecular laser cooling, including resonant polarisation modulation, to dramatically increase the number of scattered photons by a factor of 10. Combining all improvements, the statistical uncertainty of our measurement is expected to be reduced by a factor of ninety, allowing us to search for physics beyond the Standard Model and below the recent upper limit of de<8.9x10-29 e.cm.

  18. 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

  19. Stratospheric controlled perturbation experiment: a small-scale experiment to improve understanding of the risks of solar geoengineering

    PubMed Central

    Dykema, John A.; Keith, David W.; Anderson, James G.; Weisenstein, Debra

    2014-01-01

    Although solar radiation management (SRM) through stratospheric aerosol methods has the potential to mitigate impacts of climate change, our current knowledge of stratospheric processes suggests that these methods may entail significant risks. In addition to the risks associated with current knowledge, the possibility of ‘unknown unknowns’ exists that could significantly alter the risk assessment relative to our current understanding. While laboratory experimentation can improve the current state of knowledge and atmospheric models can assess large-scale climate response, they cannot capture possible unknown chemistry or represent the full range of interactive atmospheric chemical physics. Small-scale, in situ experimentation under well-regulated circumstances can begin to remove some of these uncertainties. This experiment—provisionally titled the stratospheric controlled perturbation experiment—is under development and will only proceed with transparent and predominantly governmental funding and independent risk assessment. We describe the scientific and technical foundation for performing, under external oversight, small-scale experiments to quantify the risks posed by SRM to activation of halogen species and subsequent erosion of stratospheric ozone. The paper's scope includes selection of the measurement platform, relevant aspects of stratospheric meteorology, operational considerations and instrument design and engineering. PMID:25404681

  20. The Dialogue Between Medical Doctors and Bioethicists: Rethinking Experience to Improve Medical Education.

    PubMed

    Valera, Luca; Russo, María Teresa; Curcio, Giuseppe

    2016-01-01

    More and more seems to be necessary to find new ways of communication between medical doctors and bioethicists in order to build a shared vocabulary and to prevent conflicts: many bioethical problems seem to be caused by the lack of dialogue between them, which both seem to speak two different languages. Improving this dialogue means searching new languages and innovative forms of communication: the narration could be a really effective tool to enhance the physicians' and bioethicist's moral conscience, since it facilitates reasoning on someone's particular experience, and, ultimately, on our experience. Starting from the results of a questionnaire administered to a group of students of the Faculty of Medicine and Surgery of the University Campus Bio-Medico we present a theoretical discussion about the need for more dialogue and for a shared vocabulary in medical experiences. In this regard, we suggest as a possible solution to the conflicts among medical doctors and bioethicists, an educational strategy, i.e., humanities courses for medical students, which may help them to deeply describe their practical present (and future) experience.

  1. Improving axion detection sensitivity in high purity germanium detector based experiments

    NASA Astrophysics Data System (ADS)

    Xu, Wenqin; Elliott, Steven

    2015-04-01

    Thanks to their excellent energy resolution and low energy threshold, high purity germanium (HPGe) crystals are widely used in low background experiments searching for neutrinoless double beta decay, e.g. the MAJORANA DEMONSTRATOR and the GERDA experiments, and low mass dark matter, e.g. the CDMS and the EDELWEISS experiments. A particularly interesting candidate for low mass dark matter is the axion, which arises from the Peccei-Quinn solution to the strong CP problem and has been searched for in many experiments. Due to axion-photon coupling, the postulated solar axions could coherently convert to photons via the Primakeoff effect in periodic crystal lattices, such as those found in HPGe crystals. The conversion rate depends on the angle between axions and crystal lattices, so the knowledge of HPGe crystal axis is important. In this talk, we will present our efforts to improve the HPGe experimental sensitivity to axions by considering the axis orientations in multiple HPGe crystals simultaneously. We acknowledge the support of the U.S. Department of Energy through the LANL/LDRD Program.

  2. Improvements in the re-flight of spaceflight experiments on plant tropisms

    NASA Astrophysics Data System (ADS)

    Kiss, John Z.; Millar, Katherine D. L.; Kumar, Prem; Edelmann, Richard E.; Correll, Melanie J.

    2011-02-01

    In order to effectively study phototropism, the directed growth in response to light, we performed a series of experiments in microgravity to better understand light response without the “complications” of a 1-g stimulus. These experiments were named TROPI (for tropisms) and were performed on the European Modular Cultivation System (EMCS), a laboratory facility on the International Space Station (ISS). TROPI-1 was performed in 2006, and while it was a successful experiment, there were a number of technical difficulties. We had the opportunity to perform TROPI-2 in 2010 and were able to optimize experimental conditions as well as to extend the studies of phototropism to fractional gravity created by the EMCS centrifuge. This paper focuses on how the technical improvements in TROPI-2 allowed for a better experiment with increased scientific return. Major modifications in TROPI-2 compared to TROPI-1 included the use of spaceflight hardware that was off-gassed for a longer period and reduced seed storage (less than 2 months) in hardware. These changes resulted in increased seed germination and more vigorous growth of seedlings. While phototropism in response to red illumination was observed in hypocotyls of seedlings grown in microgravity during TROPI-1, there was a greater magnitude of red-light-based phototropic curvature in TROPI-2. Direct downlinking of digital images from the ISS in TROPI-2, rather than the use of analog tapes in TROPI-1, resulted in better quality images and simplified data analyses. In TROPI-2, improved cryo-procedures and the use of the GLACIER freezer during transport of samples back to Earth maintained the low temperature necessary to obtain good-quality RNA required for use in gene profiling studies.

  3. Tablets in trauma: using mobile computing platforms to improve patient understanding and experience.

    PubMed

    Furness, Nicholas D; Bradford, Oliver J; Paterson, Maurice P

    2013-03-01

    Tablets are becoming commonplace in the health care setting. Patients often request to view their radiographs after sustaining trauma. This can be challenging, especially if patients are immobile. The authors performed a prospective, questionnaire-based study to assess inpatient desire to view radiographs on tablets and whether viewing images affected patient-rated outcomes of understanding and satisfaction. Enabling trauma patients to view their images on a tablet is a worthwhile practice because it improves patient involvement in decision making, satisfaction, perceived understanding, and overall experience.

  4. Giving Doctors' Daily Progress Notes to Hospitalized Patients and Families to Improve Patient Experience.

    PubMed

    Weinert, Craig

    Hospital quality includes excellent physician-patient communication. The objective was to determine effects of distributing physicians' notes to patients. Hospitalized patients or family members on 6 wards at a university hospital received daily a printed copy of their medical team's progress note. Surveys were completed about the benefits and adverse effects of reading the physician notes. In all, 74% to 86% of patients or family members responded favorably that receiving doctors' notes improved understanding of their health condition or gave them more control over their hospital course. Patient concerns about privacy or offense were uncommon, although 16% thought notes were confusing or caused worry. Note distribution had minor effects on physician note writing practice. Having patients and family members read their physicians' progress notes is feasible and enhances patients' understanding of their diagnostic and treatment plan. Notes supplement traditional physician-patient verbal communication practice and have the potential to improve the hospitalized patient experience.

  5. Minimizing ED Waiting Times and Improving Patient Flow and Experience of Care.

    PubMed

    Sayah, Assaad; Rogers, Loni; Devarajan, Karthik; Kingsley-Rocker, Lisa; Lobon, Luis F

    2014-01-01

    We conducted a pre- and postintervention analysis to assess the impact of a process improvement project at the Cambridge Hospital ED. Through a comprehensive and collaborative process, we reengineered the emergency patient experience from arrival to departure. The ED operational changes have had a significant positive impact on all measured metrics. Ambulance diversion decreased from a mean of 148 hours per quarter before changes in July 2006 to 0 hours since April 2007. ED total length of stay decreased from a mean of 204 minutes before the changes to 132 minutes. Press Ganey patient satisfaction scores rose from the 12th percentile to the 59th percentile. ED patient volume grew by 11%, from a mean of 7,221 patients per quarter to 8,044 patients per quarter. Compliance with ED specific quality core measures improved from a mean of 71% to 97%. The mean rate of ED patients that left without being seen (LWBS) dropped from 4.1% to 0.9%. Improving ED operational efficiency allowed us to accommodate increasing volume while improving the quality of care and satisfaction of the ED patients with minimal additional resources, space, or staffing.

  6. Minimizing ED Waiting Times and Improving Patient Flow and Experience of Care

    PubMed Central

    Rogers, Loni; Devarajan, Karthik; Lobon, Luis F.

    2014-01-01

    We conducted a pre- and postintervention analysis to assess the impact of a process improvement project at the Cambridge Hospital ED. Through a comprehensive and collaborative process, we reengineered the emergency patient experience from arrival to departure. The ED operational changes have had a significant positive impact on all measured metrics. Ambulance diversion decreased from a mean of 148 hours per quarter before changes in July 2006 to 0 hours since April 2007. ED total length of stay decreased from a mean of 204 minutes before the changes to 132 minutes. Press Ganey patient satisfaction scores rose from the 12th percentile to the 59th percentile. ED patient volume grew by 11%, from a mean of 7,221 patients per quarter to 8,044 patients per quarter. Compliance with ED specific quality core measures improved from a mean of 71% to 97%. The mean rate of ED patients that left without being seen (LWBS) dropped from 4.1% to 0.9%. Improving ED operational efficiency allowed us to accommodate increasing volume while improving the quality of care and satisfaction of the ED patients with minimal additional resources, space, or staffing. PMID:24829802

  7. Utilities Power Change: Engaging Commercial Customers in Workplace Charging

    SciTech Connect

    Lommele, Stephen; Dafoe, Wendy

    2016-06-01

    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.

  8. Improving experience in personal social systems through family constellation seminars: results of a randomized controlled trial.

    PubMed

    Hunger, Christina; Bornhäuser, Annette; Link, Leoni; Schweitzer, Jochen; Weinhold, Jan

    2014-06-01

    This study examined the efficacy of family constellation seminars (FCSs) on individuals' experience in their personal social systems, especially the experience of belonging, autonomy, accord, and confidence. We conducted a single-blind, stratified and balanced, randomized controlled trial. Participants were 208 adults (M = 48 years, SD = 10, 79% women) who were randomly allocated either to the intervention group (3-day FCSs; 64 active participants, 40 observing participants) or to the wait-list group (64 active participants, 40 observing participants). Change was measured short-term (2-week and 4-month follow-up) using the Experience In Social Systems Questionnaire, personal domain (EXIS.pers). EXIS.pers is a new outcome measure being applied for the first time in evaluation research. In addition, we used interpersonal scales derived from established measures (Outcome Questionnaire, OQ-45; Tool for the Evaluation of the Psychotherapeutic Progress, FEP). The average person in the intervention group showed improved experience in personal social systems, as compared with approximately 73% of the wait-list group after 2 weeks (total score: Cohen's d = .61, p = .000) and 69% of the wait-list group after 4 months (total score: d = .53, p = .000). The results were confirmed in per-protocol analyses (n = 191) by the results of the EXIS.pers dimensions (Belonging, Autonomy, Accord, and Confidence) and the interpersonal scales derived from the OQ-45 and FEP. No adverse events were reported. This RCT provides first evidence that FCSs tend to positively influence participants' experience in their social systems.

  9. Generating Customized Verifiers for Automatically Generated Code

    NASA Technical Reports Server (NTRS)

    Denney, Ewen; Fischer, Bernd

    2008-01-01

    Program verification using Hoare-style techniques requires many logical annotations. We have previously developed a generic annotation inference algorithm that weaves in all annotations required to certify safety properties for automatically generated code. It uses patterns to capture generator- and property-specific code idioms and property-specific meta-program fragments to construct the annotations. The algorithm is customized by specifying the code patterns and integrating them with the meta-program fragments for annotation construction. However, this is difficult since it involves tedious and error-prone low-level term manipulations. Here, we describe an annotation schema compiler that largely automates this customization task using generative techniques. It takes a collection of high-level declarative annotation schemas tailored towards a specific code generator and safety property, and generates all customized analysis functions and glue code required for interfacing with the generic algorithm core, thus effectively creating a customized annotation inference algorithm. The compiler raises the level of abstraction and simplifies schema development and maintenance. It also takes care of some more routine aspects of formulating patterns and schemas, in particular handling of irrelevant program fragments and irrelevant variance in the program structure, which reduces the size, complexity, and number of different patterns and annotation schemas that are required. The improvements described here make it easier and faster to customize the system to a new safety property or a new generator, and we demonstrate this by customizing it to certify frame safety of space flight navigation code that was automatically generated from Simulink models by MathWorks' Real-Time Workshop.

  10. Operational experience and performance characteristics of a valve-regulated lead-acid battery energy-storage system for providing the customer with critical load protection and energy-management benefits at a lead-recycling plant

    NASA Astrophysics Data System (ADS)

    Hunt, G. W.

    The Power Control Division of GNB Technologies, commissioned on May 13, 1996 a new facility which houses a 5-MW battery energy-storage system (BESS) at GNB's Lead Recycling Centre in Vernon, CA. When the plant loses utility power (which typically happens two or three times a year), the BESS will provide up to 5 MW of power at 4160 VAC in support of all the plant loads. Since the critical loads are not isolated, it is necessary to carry the entire plant load (maximum of 5 MVA) for a short period immediately following an incident until non-critical loads have been automatically shed. Plant loading typically peaks at 3.5 MVA with critical loads of about 2.1 MVA. The BESS also provides the manufacturing plant with customer-side-of-the-meter energy management options to reduce its energy demand during peak periods of the day. The BESS has provided a reduction in monthly electric bills through daily peak-shaving. By design, the battery can provide up to 2.5 MWh of energy and still retain 2.5 MWh of capacity in reserve to handle the possibility of a power outage in protecting the critical loads for up to 1 h. By storing energy from the utility during off-peak hours of the night in the batteries when the cost is low (US4.5¢ per kWh), GNB can then discharge this energy during high demand periods of the day (US14.50 per kW). For example, by reducing its peak demand by 300 kW, the lead-recycling centre can save over US4000 per month in its electric bills. The BESS at Vernon represents a first large-scale use of valve-regulated lead-acid batteries in such a demanding application. This paper presents a summary of the operational experience and performance characteristics of the BESS over the past 2 years.

  11. Customized ATP towpreg

    NASA Astrophysics Data System (ADS)

    Sandusky, Donald A.; Marchello, Joseph M.; Baucom, Robert M.; Johnston, Norman J.

    Automated tow placement (ATP) utilizes robotic technology to lay down adjacent polymer-matrix-impregnated carbon fiber tows on a tool surface. Consolidation and cure during ATP requires that void elimination and polymer matrix adhesion be accomplished in the short period of heating and pressure rolling that follows towpreg ribbon placement from the robot head to the tool. This study examined the key towpreg ribbon properties and dimensions which play a significant role in ATP. Analysis of the heat transfer process window indicates that adequate heating can be achieved at lay down rates as high as 1 m/sec. While heat transfer did not appear to be the limiting factor, resin flow and fiber movement into tow lap gaps could be. Accordingly, consideration was given to towpreg ribbon having uniform yet non-rectangular cross sections. Dimensional integrity of the towpreg ribbon combined with customized ribbon architecture offer great promise for processing advances in ATP of high performance composites.

  12. Maintaining and improving the control and safety systems for the Electromagnetic Calorimeter of the CMS experiment

    NASA Astrophysics Data System (ADS)

    Di Calafiori, D.; Adzic, P.; Dissertori, G.; Holme, O.; Jovanovic, D.; Lustermann, W.; Zelepoukine, S.

    2012-12-01

    This paper presents the current architecture of the control and safety systems designed and implemented for the Electromagnetic Calorimeter (ECAL) of the Compact Muon Solenoid (CMS) experiment at the Large Hadron Collider (LHC). An evaluation of system performance during all CMS physics data taking periods is reported, with emphasis on how software and hardware solutions are used to overcome limitations, whilst maintaining and improving reliability and robustness. The outcomes of the CMS ECAL Detector Control System (DCS) Software Analysis Project were a fundamental step towards the integration of all control system applications and the consequent piece-by-piece software improvements allowed a smooth transition to the latest revision of the system. The ongoing task of keeping the system in-line with new hardware technologies and software platforms specified by the CMS DCS Group is discussed. The structure of the comprehensive support service with detailed incident logging is presented in addition to a complete test setup for reproducing failures and for testing solutions prior to deployment into production. A correlation between the acquired experience, the development of new software tools and a reduction in the DCS support load is highlighted.

  13. An Experience Oriented-Convergence Improved Gravitational Search Algorithm for Minimum Variance Distortionless Response Beamforming Optimum

    PubMed Central

    Darzi, Soodabeh; Tiong, Sieh Kiong; Tariqul Islam, Mohammad; Rezai Soleymanpour, Hassan; Kibria, Salehin

    2016-01-01

    An experience oriented-convergence improved gravitational search algorithm (ECGSA) based on two new modifications, searching through the best experiments and using of a dynamic gravitational damping coefficient (α), is introduced in this paper. ECGSA saves its best fitness function evaluations and uses those as the agents’ positions in searching process. In this way, the optimal found trajectories are retained and the search starts from these trajectories, which allow the algorithm to avoid the local optimums. Also, the agents can move faster in search space to obtain better exploration during the first stage of the searching process and they can converge rapidly to the optimal solution at the final stage of the search process by means of the proposed dynamic gravitational damping coefficient. The performance of ECGSA has been evaluated by applying it to eight standard benchmark functions along with six complicated composite test functions. It is also applied to adaptive beamforming problem as a practical issue to improve the weight vectors computed by minimum variance distortionless response (MVDR) beamforming technique. The results of implementation of the proposed algorithm are compared with some well-known heuristic methods and verified the proposed method in both reaching to optimal solutions and robustness. PMID:27399904

  14. An Experience Oriented-Convergence Improved Gravitational Search Algorithm for Minimum Variance Distortionless Response Beamforming Optimum.

    PubMed

    Darzi, Soodabeh; Tiong, Sieh Kiong; Tariqul Islam, Mohammad; Rezai Soleymanpour, Hassan; Kibria, Salehin

    2016-01-01

    An experience oriented-convergence improved gravitational search algorithm (ECGSA) based on two new modifications, searching through the best experiments and using of a dynamic gravitational damping coefficient (α), is introduced in this paper. ECGSA saves its best fitness function evaluations and uses those as the agents' positions in searching process. In this way, the optimal found trajectories are retained and the search starts from these trajectories, which allow the algorithm to avoid the local optimums. Also, the agents can move faster in search space to obtain better exploration during the first stage of the searching process and they can converge rapidly to the optimal solution at the final stage of the search process by means of the proposed dynamic gravitational damping coefficient. The performance of ECGSA has been evaluated by applying it to eight standard benchmark functions along with six complicated composite test functions. It is also applied to adaptive beamforming problem as a practical issue to improve the weight vectors computed by minimum variance distortionless response (MVDR) beamforming technique. The results of implementation of the proposed algorithm are compared with some well-known heuristic methods and verified the proposed method in both reaching to optimal solutions and robustness.

  15. An innovative off-campus infusion suite designed to improve experiences of patients with cancer.

    PubMed

    Gordon, Jeanine; Gruber, Marcia

    2012-08-01

    The Brooklyn Infusion Center of Memorial Sloan-Kettering Cancer Center was established in 2010 to better meet the needs of patients with cancer living in the Brooklyn neighborhood and surrounding areas. A multidisciplinary team comprising clinical, administrative, planning, and other representatives were charged to identify and develop a location that would provide oncology care for patients closer to home and improve the patients' experience. The primary objectives were to provide patient-centered care that accommodates the patients' preference to receive treatment closer to home and to take advantage of technology to establish processes that will provide safe, efficient, convenient, and high-quality care in a cost-effective manner. To achieve these objectives, no laboratory processing or pharmacy services were included in the plan for the Brooklyn location. This allowed the elimination of most of the challenges involved with same-day blood draws and chemotherapy orders. In addition, computer technology is used for teledermatology and other medical visits to maintain the continuity of the patients' care with their multidisciplinary teams at the Manhattan, NY, location. The data presented will illustrate how these processes have improved patients' experiences by reducing wait times for treatment, providing treatment closer to home, and implementing a truly patient-centered nursing care model.

  16. Experiences of health professionals who conducted root cause analyses after undergoing a safety improvement programme

    PubMed Central

    Braithwaite, Jeffrey; Westbrook, Mary T; Mallock, Nadine A; Travaglia, Joanne F

    2006-01-01

    Background Research on root cause analysis (RCA), a pivotal component of many patient safety improvement programmes, is limited. Objective To study a cohort of health professionals who conducted RCAs after completing the NSW Safety Improvement Program (SIP). Hypothesis Participants in RCAs would: (1) differ in demographic profile from non‐participants, (2) encounter problems conducting RCAs as a result of insufficient system support, (3) encounter more problems if they had conducted fewer RCAs and (4) have positive attitudes regarding RCA and safety. Design, setting and participants Anonymous questionnaire survey of 252 health professionals, drawn from a larger sample, who attended 2‐day SIP courses across New South Wales, Australia. Outcome measures Demographic variables, experiences conducting RCAs, attitudes and safety skills acquired. Results No demographic variables differentiated RCA participants from non‐participants. The difficulties experienced while conducting RCAs were lack of time (75.0%), resources (45.0%) and feedback (38.3%), and difficulties with colleagues (44.5%), RCA teams (34.2%), other professions (26.9%) and management (16.7%). Respondents reported benefits from RCAs, including improved patient safety (87.9%) and communication about patient care (79.8%). SIP courses had given participants skills to conduct RCAs (92.8%) and improve their safety practices (79.6%). Benefits from the SIP were thought to justify the investment by New South Wales Health (74.6%) and committing staff resources (72.6%). Most (84.8%) of the participants wanted additional RCA training. Conclusions RCA participants reported improved skills and commitment to safety, but greater support from the workplace and health system are necessary to maintain momentum. PMID:17142585

  17. Trans-vaginal anterior vaginal wall prolapse repair using a customized tension-free bell-shaped prolene mesh: A single-center experience with long-term functional analysis

    PubMed Central

    Arora, Sohrab; Kapoor, Rakesh; Yadav, Priyank; Mittal, Varun; Sureka, Sanjoy Kumar; Kapoor, Deepa

    2015-01-01

    Introduction: The existing literature shows that mesh reinforcement improves the anatomical success rate of cystocele repair. We report the long-term results of a custom bell-shaped mesh with simultaneous urethral support for the repair of cystocele. Materials and Methods: The present study was a single-center, single-surgeon case series of 36 patients. Only patients with Pelvic Organ Prolapse Quantification system (POP-Q) stage 2 and above were included in the study. Patients having rectocele or uterine/vault prolapse were excluded. Body of the mesh was used for reinforcement of the cystocele repair and two limbs were left tension free in the retropubic space. Patients were followed 3 monthly for the first year and yearly thereafter. Recurrence was defined as cystocele ≥stage 2 (Aa or Ba 0) any time after the first follow-up. Results: Mean patient age was 58.5 ± 6.2 years. The mean parity was 3.2 ± 1.6. Of 36 patients, 11 (30.5%) of the patients were POPQ stage 2, 15 (41.7%) were stage 3 and 10 (27.7%) were stage 4 cystocele. The mean follow-up period was 53.4 months, with 32 patients reporting for follow-up till date (88.9%). There was no bladder injury, no mesh erosion or infection. No patient required CIC (clean intermittent catheterization) or had stress urinary incontinence post-operatively at 5 years of follow-up. Conclusion: The bell-shaped mesh is a simple, effective and safe procedure in the surgical management of cystocele with excellent long-term outcome. PMID:26604446

  18. Physics and biophysics experiments needed for improved risk assessment in space

    NASA Astrophysics Data System (ADS)

    Sihver, L.

    To improve the risk assessment of radiation carcinogenesis, late degenerative tissue effects, acute syndromes, synergistic effects of radiation and microgravity or other spacecraft factors, and hereditary effects, on future LEO and interplanetary space missions, the radiobiological effects of cosmic radiation before and after shielding must be well understood. However, cosmic radiation is very complex and includes low and high LET components of many different neutral and charged particles. The understanding of the radiobiology of the heavy ions, from GCRs and SPEs, is still a subject of great concern due to the complicated dependence of their biological effects on the type of ion and energy, and its interaction with various targets both outside and within the spacecraft and the human body. In order to estimate the biological effects of cosmic radiation, accurate knowledge of the physics of the interactions of both charged and non-charged high-LET particles is necessary. Since it is practically impossible to measure all primary and secondary particles from all projectile-target-energy combinations needed for a correct risk assessment in space, accurate particle and heavy ion transport codes might be a helpful instrument to overcome those difficulties. These codes have to be carefully validated to make sure they fulfill preset accuracy criteria, e.g. to be able to predict particle fluence and energy distributions within a certain accuracy. When validating the accuracy of the transport codes, both space and ground-based accelerator experiments are needed. In this paper current and future physics and biophysics experiments needed for improved risk assessment in space will be discussed. The cyclotron HIRFL (heavy ion research facility in Lanzhou) and the new synchrotron CSR (cooling storage ring), which can be used to provide ion beams for space related experiments at the Institute of Modern Physics, Chinese Academy of Sciences (IMP-CAS), will be presented together with

  19. Evaluating Improvements to the Student Learning Experience in an Honours Earth and Environmental Sciences Program

    NASA Astrophysics Data System (ADS)

    Eyles, C. H.; Vajoczki, S.; Zobel, G.

    2002-12-01

    The School of Geography and Geology (SGG) at McMaster University recently received funding for a three-year project to apply new teaching strategies to enhance the undergraduate learning experience. A major focus of this project is to develop multiple opportunities for inquiry-based and experiential learning in the four-year Honours B.Sc program in Earth and Environmental Sciences. A second aim of the project is to enhance systematic personal transferable skills development in all students enrolled in this program. The aims of the SGG educational project are being met through progressive revision and refinement of instructional methodologies and the introduction of increased opportunities for experimental lab work, fieldwork, co-op and volunteer placements. Introductory level laboratory assignments are now up to 70% inquiry-based and fieldwork opportunities exist for all students within the program. A major hurdle to assessing the success of the project is evaluation of the effectiveness of the educational changes made in the programs. To date, a number of evaluation tools have been used to assess improvements to the learning experience including formative and summative student feedback (both informal and formal), student performance evaluations (pre- and post-course), and surveys of program alumni and potential employers. A system for the evaluation of personal transferable skills development is currently being developed using a skills attainment grid. By comparing future student attainment and feedback with that documented in a `baseline' survey carried out at the beginning of the project, it is hoped that assessment of improvements to the student learning experience can be made.

  20. Improving Geoscience Education through the PolarTREC Teacher Research Experience Model (Invited)

    NASA Astrophysics Data System (ADS)

    Warburton, J.; Timm, K.; Larson, A. M.

    2010-12-01

    Teacher Research Experiences (TRE’s) are not new. For more than a decade, the National Science Foundation (NSF) as well as other federal agencies have been funding programs that place teachers with researchers in efforts to invigorate science education by bringing educators and researchers together through hands-on experiences. Many of the TRE’s are successful in providing a hands-on field experience for the teachers and researchers however many of the programs lack the resources to continue the collaborations and support the growing network of teachers that have had these field experiences. In 2007, NSF provided funding for PolarTREC—Teachers and Researchers Exploring and Collaborating, a program of the Arctic Research Consortium of the U.S. (ARCUS). PolarTREC is a TRE where K-12 teachers participate in polar field research, working closely with scientists as a pathway to improving science education. In just three years, it has become a successful TRE. What makes PolarTREC different than other the teacher research experience programs and how can others benefit from what we have learned? During this presentation, we will share data collected through the program evaluation and on how PolarTREC contributes to the discipline of Science, Technology, Engineering, and Mathematics (STEM) education and pedagogy through a model program conceived and organized according to current best practices, such as pre-research training, mentoring, support for classroom transfer, and long-term access to resources and support. Data shows that PolarTREC’s comprehensive program activities have many positive impacts on educators and their ability to teach science concepts and improve their teaching methods. Additionally, K-12 students polled in interest surveys showed significant changes in key areas including amount of time spent in school exploring research activities, importance of understanding science for future work, importance of understanding the polar regions as a person

  1. Can Decision Biases Improve Insurance Outcomes? An Experiment on Status Quo Bias in Health Insurance Choice

    PubMed Central

    Krieger, Miriam; Felder, Stefan

    2013-01-01

    Rather than conforming to the assumption of perfect rationality in neoclassical economic theory, decision behavior has been shown to display a host of systematic biases. Properly understood, these patterns can be instrumentalized to improve outcomes in the public realm. We conducted a laboratory experiment to study whether decisions over health insurance policies are subject to status quo bias and, if so, whether experience mitigates this framing effect. Choices in two treatment groups with status quo defaults are compared to choices in a neutrally framed control group. A two-step design features sorting of subjects into the groups, allowing us to control for selection effects due to risk preferences. The results confirm the presence of a status quo bias in consumer choices over health insurance policies. However, this effect of the default framing does not persist as subjects repeat this decision in later periods of the experiment. Our results have implications for health care policy, for example suggesting that the use of non-binding defaults in health insurance can facilitate the spread of co-insurance policies and thereby help contain health care expenditure. PMID:23783222

  2. Can decision biases improve insurance outcomes? An experiment on status quo bias in health insurance choice.

    PubMed

    Krieger, Miriam; Felder, Stefan

    2013-06-19

    Rather than conforming to the assumption of perfect rationality in neoclassical economic theory, decision behavior has been shown to display a host of systematic biases. Properly understood, these patterns can be instrumentalized to improve outcomes in the public realm. We conducted a laboratory experiment to study whether decisions over health insurance policies are subject to status quo bias and, if so, whether experience mitigates this framing effect. Choices in two treatment groups with status quo defaults are compared to choices in a neutrally framed control group. A two-step design features sorting of subjects into the groups, allowing us to control for selection effects due to risk preferences. The results confirm the presence of a status quo bias in consumer choices over health insurance policies. However, this effect of the default framing does not persist as subjects repeat this decision in later periods of the experiment. Our results have implications for health care policy, for example suggesting that the use of non-binding defaults in health insurance can facilitate the spread of co-insurance policies and thereby help contain health care expenditure.

  3. Simultaneous Deposition of Mass Selected Anions and Cations: Improvements in Ion Delivery for Matrix Isolation Experiments

    NASA Astrophysics Data System (ADS)

    Goodrich, Michael E.; Moore, David T.

    2016-06-01

    A focus of the research in our group has been to develop improved methods for ion delivery in matrix isolation experiments. We have previously reported a method to co-deposit low energy, mass selected metal anions and a rare gas counter cation.a A modification allowing for mass selection of both the anion and cation will be discussed. Results from preliminary experiments of mass selected, low energy Cu- and SF5+ will also be highlighted. To our knowledge, these experiments are the first time two mass selected beams of ions have been simultaneously deposited into a cryogenic matrix. Co-deposition of the ions into an argon matrix doped with 0.02% CO at 20K resulted in the observation of bands assigned to SF5+ and anionic copper carbonyl complexes, Cu(CO)n- (n=1-3). Upon irradiation of the matrix with a narrow band, blue LED, the copper carbonyl complexes are converted to the neutral analogues, while the fate of the photodetached electrons can be directly tracked, as a decrease of the SF5+ band and a growth of the neutral SF5 band are observed. aLudwig, R. M.; Moore, D. T.; J. Chem. Phys. 139, 244202 (2013).

  4. Improving reactor models with a precision beta spectroscopy experiment of the 235U fission spectrum

    NASA Astrophysics Data System (ADS)

    Boswell, Melissa; Gehring, Amanda; Ullmann, John; Haines, Todd; Devlin, Matthew; Elliott, Steven; Rielage, Keith; Goett, John; White, Brandon

    2016-09-01

    The reactor neutrino anomaly could be an indication of non-standard neutrino physics models (e.g. sterile neutrinos), or the discrepancy could be the result of uncertainties in the modeled reactor neutrino spectrum. Understanding the aggregate β spectrum is extremely important for improving the confidence in the underlying predicted reactor neutrino spectrum. The original β spectrum measurement was preformed at the Institut Laue-Langevin (ILL) reactor in the early 1980's and suffered from a number of limitations. A recent attempt at reproducing the ILL experiment concluded that their uncertainties were driven by a low signal to noise ratio, and that the best way to decrease the uncertainties was to conduct the experiment at a neutron beam line similar to the one at Los Alamos. In this talk I will discuss the advantages of reproducing this experiment at the Lujan center at LANL, our proposed experimental setup, and finally steps we are taking to evaluate the systematics associated with these measurements at an accelerator-based neutron beam. Furthermore we will also discuss additional measurement with 238U and 239Pu that are also important to the non-proliferation communities.

  5. Customer delight and demand management: can they be integrated?

    PubMed

    Willis, A K

    1996-11-01

    This article will supply methods of becoming trading partners in today's global market and will provide world-class approaches to improved responsiveness and customer satisfaction. Guidelines and actual how-to's for implementing and managing a customer-driven supply chain will be offered. Examples will be given of how both large and small organizations have increased profitability by eliminating non-value-added paperwork, improved their ability to respond to customer demand, and reduced procurement cycle times along the entire supply chain.

  6. Developing a customer-service and cost-effectiveness team.

    PubMed

    Haynie, L; Garrett, B

    1999-01-01

    A healthcare organization in northeast Georgia developed a team approach to meet the challenge of unacceptable customer service scores, improve numerous system inefficiencies, promote staff accountability, and maintain an emphasis on cost-effective and efficient utilization of resources. This article describes the development of a team comprising a variety of staff members to support all managers in this effort. The outcome was an improvement in customer satisfaction scores from the lower half of the survey database to the top third.

  7. Improved Search for a Light Sterile Neutrino with the Full Configuration of the Daya Bay Experiment

    SciTech Connect

    An, F. P.; Balantekin, A. B.; Band, H. R.; Bishai, M.; Blyth, S.; Cao, D.; Cao, G. F.; Cao, J.; Cen, W. R.; Chan, Y. L.; Chang, J. F.; Chang, L. C.; Chang, Y.; Chen, H. S.; Chen, Q. Y.; Chen, S. M.; Chen, Y. X.; Chen, Y.; Cheng, J. -H.; Cheng, J.; Cheng, Y. P.; Cheng, Z. K.; Cherwinka, J. J.; Chu, M. C.; Chukanov, A.; Cummings, J. P.; de Arcos, J.; Deng, Z. Y.; Ding, X. F.; Ding, Y. Y.; Diwan, M. V.; Dolgareva, M.; Dove, J.; Dwyer, D. A.; Edwards, W. R.; Gill, R.; Gonchar, M.; Gong, G. H.; Gong, H.; Grassi, M.; Gu, W. Q.; Guan, M. Y.; Guo, L.; Guo, R. P.; Guo, X. H.; Guo, Z.; Hackenburg, R. W.; Han, R.; Hans, S.; He, M.; Heeger, K. M.; Heng, Y. K.; Higuera, A.; Hor, Y. K.; Hsiung, Y. B.; Hu, B. Z.; Hu, T.; Hu, W.; Huang, E. C.; Huang, H. X.; Huang, X. T.; Huber, P.; Huo, W.; Hussain, G.; Jaffe, D. E.; Jaffke, P.; Jen, K. L.; Jetter, S.; Ji, X. P.; Ji, X. L.; Jiao, J. B.; Johnson, R. A.; Joshi, J.; Kang, L.; Kettell, S. H.; Kohn, S.; Kramer, M.; Kwan, K. K.; Kwok, M. W.; Kwok, T.; Langford, T. J.; Lau, K.; Lebanowski, L.; Lee, J.; Lee, J. H. C.; Lei, R. T.; Leitner, R.; Leung, J. K. C.; Li, C.; Li, D. J.; Li, F.; Li, G. S.; Li, Q. J.; Li, S.; Li, S. C.; Li, W. D.; Li, X. N.; Li, Y. F.; Li, Z. B.; Liang, H.; Lin, C. J.; Lin, G. L.; Lin, S.; Lin, S. K.; Lin, Y. -C.; Ling, J. J.; Link, J. M.; Littenberg, L.; Littlejohn, B. R.; Liu, D. W.; Liu, J. L.; Liu, J. C.; Loh, C. W.; Lu, C.; Lu, H. Q.; Lu, J. S.; Luk, K. B.; Lv, Z.; Ma, Q. M.; Ma, X. Y.; Ma, X. B.; Ma, Y. Q.; Malyshkin, Y.; Martinez Caicedo, D. A.; McDonald, K. T.; McKeown, R. D.; Mitchell, I.; Mooney, M.; Nakajima, Y.; Napolitano, J.; Naumov, D.; Naumova, E.; Ngai, H. Y.; Ning, Z.; Ochoa-Ricoux, J. P.; Olshevskiy, A.; Pan, H. -R.; Park, J.; Patton, S.; Pec, V.; Peng, J. C.; Pinsky, L.; Pun, C. S. J.; Qi, F. Z.; Qi, M.; Qian, X.; Raper, N.; Ren, J.; Rosero, R.; Roskovec, B.; Ruan, X. C.; Steiner, H.; Sun, G. X.; Sun, J. L.; Tang, W.; Taychenachev, D.; Treskov, K.; Tsang, K. V.; Tull, C. E.; Viaux, N.; Viren, B.; Vorobel, V.; Wang, C. H.; Wang, M.; Wang, N. Y.; Wang, R. G.; Wang, W.; Wang, X.; Wang, Y. F.; Wang, Z.; Wang, Z.; Wang, Z. M.; Wei, H. Y.; Wen, L. J.; Whisnant, K.; White, C. G.; Whitehead, L.; Wise, T.; Wong, H. L. H.; Wong, S. C. F.; Worcester, E.; Wu, C. -H.; Wu, Q.; Wu, W. J.; Xia, D. M.; Xia, J. K.; Xing, Z. Z.; Xu, J. Y.; Xu, J. L.; Xu, Y.; Xue, T.; Yang, C. G.; Yang, H.; Yang, L.; Yang, M. S.; Yang, M. T.; Ye, M.; Ye, Z.; Yeh, M.; Young, B. L.; Yu, Z. Y.; Zeng, S.; Zhan, L.; Zhang, C.; Zhang, H. H.; Zhang, J. W.; Zhang, Q. M.; Zhang, X. T.; Zhang, Y. M.; Zhang, Y. X.; Zhang, Y. M.; Zhang, Z. J.; Zhang, Z. Y.; Zhang, Z. P.; Zhao, J.; Zhao, Q. W.; Zhao, Y. B.; Zhong, W. L.; Zhou, L.; Zhou, N.; Zhuang, H. L.; Zou, J. H.

    2016-10-07

    Here this Letter reports an improved search for light sterile neutrino mixing in the electron antineutrino disappearance channel with the full configuration of the Daya Bay Reactor Neutrino Experiment. With an additional 404 days of data collected in eight antineutrino detectors, this search benefits from 3.6 times the statistics available to the previous publication, as well as from improvements in energy calibration and background reduction. A relative comparison of the rate and energy spectrum of reactor antineutrinos in the three experimental halls yields no evidence of sterile neutrino mixing in the 2 x 10-4 $\\lesssim$| Δ$2\\atop{41}$| $\\lesssim$ 0.3 eV2 . The resulting limits on sin2 $2\\theta$14 are improved by approximately a factor of two over previous results and constitute the most stringent constraints to date in the |Δm$2\\atop{41}$| $\\lesssim$ 0.2 eV2 region.

  8. Improving medical student attitudes toward older patients through a "council of elders" and reflective writing experience.

    PubMed

    Westmoreland, Glenda R; Counsell, Steven R; Sennour, Youcef; Schubert, Cathy C; Frank, Kathryn I; Wu, Jingwei; Frankel, Richard M; Litzelman, Debra K; Bogdewic, Stephen P; Inui, Thomas S

    2009-02-01

    In an effort to reduce "agism" which is prevalent among medical trainees, a new geriatrics educational experience for medical students aimed at improving attitudes toward older patients was developed. Each 90-minute Older Adult Session included four components: initial reflective writing exercise; introduction to the session; 75-minute dialogue with the "Council of Elders," a group of active, "well" older adults; and final reflective writing exercise. The new session was provided to 237 first- and second-year medical students during the 2006/07 academic year at Indiana University School of Medicine. Session evaluation included comparing scores on the 14-item Geriatrics Attitude Scale administered before and after the session, identifying attitude changes in the reflective writing exercises, and a student satisfaction survey. Student responses on the Geriatrics Attitude Scale after the session were significantly improved in seven of 14 items, demonstrating better attitudes toward being with and listening to older people and caring for older patients. Analysis of the reflective writings revealed changing of negative to positive or reinforced positive attitudes in 27% of medical students, with attitudes not discernable in the remaining 73% (except one student, in whom positive attitudes changed to negative). Learner satisfaction with the Older Adult Session was high, with 98% agreeing that the session had a positive effect on insight into the care of older adults. A Council of Elders coupled with a reflective writing exercise is a promising new approach to improving attitudes of medical students toward their geriatric patients.

  9. Improved Search for a Light Sterile Neutrino with the Full Configuration of the Daya Bay Experiment.

    PubMed

    An, F P; Balantekin, A B; Band, H R; Bishai, M; Blyth, S; Cao, D; Cao, G F; Cao, J; Cen, W R; Chan, Y L; Chang, J F; Chang, L C; Chang, Y; Chen, H S; Chen, Q Y; Chen, S M; Chen, Y X; Chen, Y; Cheng, J-H; Cheng, J; Cheng, Y P; Cheng, Z K; Cherwinka, J J; Chu, M C; Chukanov, A; Cummings, J P; de Arcos, J; Deng, Z Y; Ding, X F; Ding, Y Y; Diwan, M V; Dolgareva, M; Dove, J; Dwyer, D A; Edwards, W R; Gill, R; Gonchar, M; Gong, G H; Gong, H; Grassi, M; Gu, W Q; Guan, M Y; Guo, L; Guo, R P; Guo, X H; Guo, Z; Hackenburg, R W; Han, R; Hans, S; He, M; Heeger, K M; Heng, Y K; Higuera, A; Hor, Y K; Hsiung, Y B; Hu, B Z; Hu, T; Hu, W; Huang, E C; Huang, H X; Huang, X T; Huber, P; Huo, W; Hussain, G; Jaffe, D E; Jaffke, P; Jen, K L; Jetter, S; Ji, X P; Ji, X L; Jiao, J B; Johnson, R A; Joshi, J; Kang, L; Kettell, S H; Kohn, S; Kramer, M; Kwan, K K; Kwok, M W; Kwok, T; Langford, T J; Lau, K; Lebanowski, L; Lee, J; Lee, J H C; Lei, R T; Leitner, R; Leung, J K C; Li, C; Li, D J; Li, F; Li, G S; Li, Q J; Li, S; Li, S C; Li, W D; Li, X N; Li, Y F; Li, Z B; Liang, H; Lin, C J; Lin, G L; Lin, S; Lin, S K; Lin, Y-C; Ling, J J; Link, J M; Littenberg, L; Littlejohn, B R; Liu, D W; Liu, J L; Liu, J C; Loh, C W; Lu, C; Lu, H Q; Lu, J S; Luk, K B; Lv, Z; Ma, Q M; Ma, X Y; Ma, X B; Ma, Y Q; Malyshkin, Y; Martinez Caicedo, D A; McDonald, K T; McKeown, R D; Mitchell, I; Mooney, M; Nakajima, Y; Napolitano, J; Naumov, D; Naumova, E; Ngai, H Y; Ning, Z; Ochoa-Ricoux, J P; Olshevskiy, A; Pan, H-R; Park, J; Patton, S; Pec, V; Peng, J C; Pinsky, L; Pun, C S J; Qi, F Z; Qi, M; Qian, X; Raper, N; Ren, J; Rosero, R; Roskovec, B; Ruan, X C; Steiner, H; Sun, G X; Sun, J L; Tang, W; Taychenachev, D; Treskov, K; Tsang, K V; Tull, C E; Viaux, N; Viren, B; Vorobel, V; Wang, C H; Wang, M; Wang, N Y; Wang, R G; Wang, W; Wang, X; Wang, Y F; Wang, Z; Wang, Z; Wang, Z M; Wei, H Y; Wen, L J; Whisnant, K; White, C G; Whitehead, L; Wise, T; Wong, H L H; Wong, S C F; Worcester, E; Wu, C-H; Wu, Q; Wu, W J; Xia, D M; Xia, J K; Xing, Z Z; Xu, J Y; Xu, J L; Xu, Y; Xue, T; Yang, C G; Yang, H; Yang, L; Yang, M S; Yang, M T; Ye, M; Ye, Z; Yeh, M; Young, B L; Yu, Z Y; Zeng, S; Zhan, L; Zhang, C; Zhang, H H; Zhang, J W; Zhang, Q M; Zhang, X T; Zhang, Y M; Zhang, Y X; Zhang, Y M; Zhang, Z J; Zhang, Z Y; Zhang, Z P; Zhao, J; Zhao, Q W; Zhao, Y B; Zhong, W L; Zhou, L; Zhou, N; Zhuang, H L; Zou, J H

    2016-10-07

    This Letter reports an improved search for light sterile neutrino mixing in the electron antineutrino disappearance channel with the full configuration of the Daya Bay Reactor Neutrino Experiment. With an additional 404 days of data collected in eight antineutrino detectors, this search benefits from 3.6 times the statistics available to the previous publication, as well as from improvements in energy calibration and background reduction. A relative comparison of the rate and energy spectrum of reactor antineutrinos in the three experimental halls yields no evidence of sterile neutrino mixing in the 2×10^{-4}≲|Δm_{41}^{2}|≲0.3  eV^{2} mass range. The resulting limits on sin^{2}2θ_{14} are improved by approx imately a factor of 2 over previous results and constitute the most stringent constraints to date in the |Δm_{41}^{2}|≲0.2  eV^{2} region.

  10. Improved Search for a Light Sterile Neutrino with the Full Configuration of the Daya Bay Experiment

    DOE PAGES

    An, F. P.; Balantekin, A. B.; Band, H. R.; ...

    2016-10-07

    Here this Letter reports an improved search for light sterile neutrino mixing in the electron antineutrino disappearance channel with the full configuration of the Daya Bay Reactor Neutrino Experiment. With an additional 404 days of data collected in eight antineutrino detectors, this search benefits from 3.6 times the statistics available to the previous publication, as well as from improvements in energy calibration and background reduction. A relative comparison of the rate and energy spectrum of reactor antineutrinos in the three experimental halls yields no evidence of sterile neutrino mixing in the 2 x 10-4more » $$\\lesssim$$| Δ$$2\\atop{41}$$| $$\\lesssim$$ 0.3 eV2 . The resulting limits on sin2 $$2\\theta$$14 are improved by approximately a factor of two over previous results and constitute the most stringent constraints to date in the |Δm$$2\\atop{41}$$| $$\\lesssim$$ 0.2 eV2 region.« less

  11. 17 CFR 1.36 - Record of securities and property received from customers and option customers.

    Code of Federal Regulations, 2011 CFR

    2011-04-01

    ... property received from customers and option customers. 1.36 Section 1.36 Commodity and Securities Exchanges....36 Record of securities and property received from customers and option customers. (a) Each futures... of all securities and property received from customers, retail forex customers or option customers...

  12. 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.

  13. 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

  14. The coming battle for customer information.

    PubMed

    Hagel, J; Rayport, J F

    1997-01-01

    Companies collect information about customers to target valuable prospects more effectively, tailor their offerings to individual needs, improve customer satisfaction, and identify opportunities for new products or services. But managers' efforts to capture such information may soon be thwarted. The authors believe that consumers are going to take ownership of information about themselves and start demanding value in exchange for it. As a result, negotiating with customers for information will become costly and complex. How will that happen? Consumers are realizing that they get very little in exchange for the information they divulge so freely through their commercial transactions and survey responses. Now new technologies such as smart cards, World Wide Web browsers, and personal financial management software are allowing consumers to view comprehensive profiles of their commercial activities-- and to choose whether or not to release that information to companies. Their decision will hinge, in large part, on what vendors offer them in return for the data. Consumers will be unlikely to bargain with vendors on their own, however. The authors anticipate that companies they call infomediaries will broker information to businesses on consumers' behalf. In essence, infomediaries will be the catalyst for people to start demanding value in exchange for information about themselves. And most other companies will need to rethink how they obtain information and what they do with it if they want to find new customers and serve them better.

  15. Co-streaming classes: a follow-up study in improving the user experience to better reach users.

    PubMed

    Hayes, Barrie E; Handler, Lara J; Main, Lindsey R

    2011-01-01

    Co-streaming classes have enabled library staff to extend open classes to distance education students and other users. Student evaluations showed that the model could be improved. Two areas required attention: audio problems experienced by online participants and staff teaching methods. Staff tested equipment and adjusted software configuration to improve user experience. Staff training increased familiarity with specialized teaching techniques and troubleshooting procedures. Technology testing and staff training were completed, and best practices were developed and applied. Class evaluations indicate improvements in classroom experience. Future plans include expanding co-streaming to more classes and on-going data collection, evaluation, and improvement of classes.

  16. 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…

  17. 78 FR 41299 - Customs Brokers

    Federal Register 2010, 2011, 2012, 2013, 2014

    2013-07-10

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF HOMELAND SECURITY U.S. Customs and Border Protection DEPARTMENT OF THE TREASURY 19 CFR Part 111 Customs Brokers CFR Correction In Title 19 of the Code of Federal Regulations, Parts 0 to 140, revised as of April 1, 2013,...

  18. Customer Service in Ontario's Colleges

    ERIC Educational Resources Information Center

    Keith, John

    2005-01-01

    No doubt there are detractors who cringe at the prospect of connecting the term customer service with an institution of higher education. Some may consider the term demeaning. However, given the college funding crisis and current economic climate, a quality customer service strategy is a prudent adjunct to any marketing activity undertaken. It is…

  19. The Key to Custom Training.

    ERIC Educational Resources Information Center

    Schapiro, Dennis

    1985-01-01

    Takes a look at the questions involved in designing customized training: What changes does management expect to see as the result of training? Who has information that must be included and excluded? How "customized" should the training be? and How will the training be delivered? (CT)

  20. Customizing Curriculum with Digital Resources

    ERIC Educational Resources Information Center

    Miller, Jeffrey

    2011-01-01

    To effectively use digital resources in the classroom, teachers must customize the information, merge it with pre-existing curriculum, differentiate it for diverse student populations, and still meet standards-based learning goals. This article describes a solution to these challenges: the Curriculum Customization Service, which provides access to…

  1. Customer Satisfaction with Public Libraries.

    ERIC Educational Resources Information Center

    D'Elia, George; Rodger, Eleanor Jo

    1996-01-01

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

  2. Improving the quality factor of microwave cavities for axion search experiments

    NASA Astrophysics Data System (ADS)

    Ahn, Saebyeok; Jung, Junu; Youn, Sungwoo; Semertzidis, Yannis

    2017-01-01

    In cavity-based axion search experiments, the quality factor (Q) of microwave resonant cavities is an important parameter to be sensitive to faint signal from the axion-to-photon conversion. One of the R&D efforts conducted at the Center for Axion and Precision Physics Research (CAPP) of the Institute for Basic Science (IBS) is to improve the quality factor of resonant cavities by employing two approaches - pure material and heat treatment. Using a 4K cryocooler and liquid helium, we measure the temperature dependence of Q value to find the effect of material purity and an optimal condition of heat treatment. The measurements are performed on Cu and Al cavities and the results are shown in this presentation.

  3. Improving the patient experience with real-time PICC placement confirmation.

    PubMed

    Bidgood, Claire

    Peripherally inserted central catheters (PICCs) are now widely used in health care. The use of ultrasound and the micro introducer set have led to an increase in successful insertion rates. However, malposition can still be a problem. This can lead to delays in treatment, increase in procedure time and repeated chest X-rays as well as placement failure. Evolving technologies mean that these challenges can now be overcome. This article describes how a tracking and tip confirmation system (Sherlock 3CG Tip Confirmation System, CR Bard) was used to improve the patient experience during PICC placements by preventing malposition and delays in the start of treatment. Of 88 PICCs placed with the system, all were in an acceptable position when confirmed by chest X-ray and therefore none required any further adjustments post insertion.

  4. Electron temperature measurements and heat transport improvement in the RFX-mod experiment.

    NASA Astrophysics Data System (ADS)

    Alfier, Alberto; Bonomo, Federica; Franz, Paolo; Marrelli, Lionello; Pasqualotto, Roberto; Piovesan, Paolo; Spizzo, Gianluca; Annibaldi, Silvia Valeria

    2007-11-01

    Electron temperature profiles at about 1keV have been measured in the RFX-mod experiment during the recent high plasma current campaign (Ip>1.2MA, ne˜4.10^19): peaked Te profiles, obtained through the Thomson scattering diagnostic, are characterized by a steep gradient in the core during the quasi-single helicity (QSH) state. The formation of well defined magnetic flux surfaces during QSH states determines a reduction of thermal heat conductivity, whose estimate is essential to quantify this transport improvement. We apply the M1TeV code [1] to various experimental scenarios in order to estimate heat diffusivity, then also calculating electron confinement time: in this study, we consider the effect of the increase of plasma current and also of eventual external current drive. [1] F.Porcelli et al., Phys. Rev. Lett. 82, 1458 (1999).

  5. Improving Performance in Constructing specific Web Directory using Focused Crawler: An Experiment on Botany Domain

    NASA Astrophysics Data System (ADS)

    Khalilian, Madjid; Boroujeni, Farsad Zamani; Mustapha, Norwati

    Nowadays the growth of the web causes some difficulties to search and browse useful information especially in specific domains. However, some portion of the web remains largely underdeveloped, as shown in lack of high quality contents. An example is the botany specific web directory, in which lack of well-structured web directories have limited user's ability to browse required information. In this research we propose an improved framework for constructing a specific web directory. In this framework we use an anchor directory as a foundation for primary web directory. This web directory is completed by information which is gathered with automatic component and filtered by experts. We conduct an experiment for evaluating effectiveness, efficiency and satisfaction.

  6. An Interprofessional Diabetes Experience to Improve Pharmacy and Nursing Students’ Competency in Collaborative Practice

    PubMed Central

    Westberg, Sarah; Rowan, Mary; Schweiss, Sarah

    2013-01-01

    Objective. To improve pharmacy and nursing students’ competency in collaborative practice by having them participate in an interprofessional diabetes experience involving social networking. Design. An existing elective course on diabetes management was modified to include interprofessional content based on Interprofessional Education Collaborative (IPEC) competency domains. Web-based collaborative tools (social networking and video chat) were used to allow nursing and pharmacy students located on 2 different campuses to apply diabetes management content as an interprofessional team. Assessment. Mixed-method analyses demonstrated an increase in students’ knowledge of the roles and responsibilities of the other profession and developed an understanding of interprofessional communication strategies and their central role in effective teamwork. Conclusion. Interprofessional content and activities can be effectively integrated into an existing course and offered successfully to students from other professional programs and on remote campuses. PMID:24249859

  7. Philadelphia obtains useful information from its customers about taste and odour quality.

    PubMed

    Burlingame, G A; Mackey, E D

    2007-01-01

    Customers are sensitive to the flavour of water. Customers evaluate drinking water based on their expectations, on experiences with their usual drinking water and on experiences with alternative waters. The Philadelphia Water Department provides one example of success in developing a better understanding of customer perceptions and attitudes about tap water taste and odour. Philadelphia found that customers do communicate in ways that water utilities can understand. Water utilities can enhance that communication and collect useful data. In addition, water utilities can characterise their tap water flavour, track it for changes and correlate changes to customer complaints.

  8. 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.

  9. Neural signatures of experience-based improvements in deterministic decision-making.

    PubMed

    Tremel, Joshua J; Laurent, Patryk A; Wolk, David A; Wheeler, Mark E; Fiez, Julie A

    2016-12-15

    Feedback about our choices is a crucial part of how we gather information and learn from our environment. It provides key information about decision experiences that can be used to optimize future choices. However, our understanding of the processes through which feedback translates into improved decision-making is lacking. Using neuroimaging (fMRI) and cognitive models of decision-making and learning, we examined the influence of feedback on multiple aspects of decision processes across learning. Subjects learned correct choices to a set of 50 word pairs across eight repetitions of a concurrent discrimination task. Behavioral measures were then analyzed with both a drift-diffusion model and a reinforcement learning model. Parameter values from each were then used as fMRI regressors to identify regions whose activity fluctuates with specific cognitive processes described by the models. The patterns of intersecting neural effects across models support two main inferences about the influence of feedback on decision-making. First, frontal, anterior insular, fusiform, and caudate nucleus regions behave like performance monitors, reflecting errors in performance predictions that signal the need for changes in control over decision-making. Second, temporoparietal, supplementary motor, and putamen regions behave like mnemonic storage sites, reflecting differences in learned item values that inform optimal decision choices. As information about optimal choices is accrued, these neural systems dynamically adjust, likely shifting the burden of decision processing from controlled performance monitoring to bottom-up, stimulus-driven choice selection. Collectively, the results provide a detailed perspective on the fundamental ability to use past experiences to improve future decisions.

  10. Experiences in Improving Student Engagement in Professional Societies and Taking the Next Step

    NASA Astrophysics Data System (ADS)

    Keane, C. M.; Gonzales, L. M.; Houlton, H. R.

    2011-12-01

    The "Great Crew Change" in the geosciences workforce is already underway based on demographic and employment data for government agencies and academia, and for the resource industries, the great loss of existing professional experience will begin to "cut to the bone" within the next five years. In addition to this loss of professional experience, the profession's demographics do not allow for traditional mentoring and employee development programs to completely fill the gap. In response to these critical issues, AGI has been focusing on improving career and professional development awareness of new geoscience majors. AGI's program has included efforts to greatly expand student participation in geoscience professional societies early in their academic career, an effort that patterns itself after many engineering discipline best practices. The results of AGI's activities over the last several years have been mixed and reflect a widely varying understanding of students' motivations and their perceptions of actual careers in the geosciences, the nature of the skill portfolio needed for success, and the aptitude of geoscience faculty to advise students in the pursuit of non-academic careers. The dynamics of these efforts have led to several newly emerging programs at AGI, including enhancing the on-campus effort to improve career education in geoscience programs and a collaborative program with the American Institute of Professional Geologists to adopt SLOAN-C best practices in developing online asynchronous, synchronous, and hybrid courses focused on professional development topics that can be taken either as supplemental courses in a degree program or as early-career professional seminars.

  11. Patient or customer?

    PubMed

    Parker, J M

    1999-01-01

    This paper investigates caring in practice within the context of the global imperative of increasing rationalisation of care based on an economic ethic. The notion of the global marketplace has spread to the domain of health services, so that 'health' has come to be seen as a commodity, with the body as its site, and the 'patient' a customer; clinicians work to construct standard pathways through the healthcare supermarket. The challenge for nurses is to work within but also to challenge and resist the reductionist impetus of economically based and commercially driven approaches to health care. They must retain the sense of the value of the wholeness of the person, the deeply personal and profoundly significant professional-recipient relationship, and find ways of demonstrating their capacity to deliver high-quality care in a cost-effective way. Proper and appropriate accountability is a key strategy to maintaining quality nursing as a significant aspect of care. The expansion of the role of the advanced practice nurse is very useful in providing holistic and cost-effective care, though there are currently limitations to scope of practice that need to be removed. The metaphor of the marketplace, underpinned by powerful global economic forces, can draw us into unthinking compliance with its imperatives--but other metaphors are available. Metaphor and creativity are linked, and we need to consider how the creative use of language can facilitate the emergence of new ways of understanding in health care.

  12. Diversifying customer review rankings.

    PubMed

    Krestel, Ralf; Dokoohaki, Nima

    2015-06-01

    E-commerce Web sites owe much of their popularity to consumer reviews accompanying product descriptions. On-line customers spend hours and hours going through heaps of textual reviews to decide which products to buy. At the same time, each popular product has thousands of user-generated reviews, making it impossible for a buyer to read everything. Current approaches to display reviews to users or recommend an individual review for a product are based on the recency or helpfulness of each review. In this paper, we present a framework to rank product reviews by optimizing the coverage of the ranking with respect to sentiment or aspects, or by summarizing all reviews with the top-K reviews in the ranking. To accomplish this, we make use of the assigned star rating for a product as an indicator for a review's sentiment polarity and compare bag-of-words (language model) with topic models (latent Dirichlet allocation) as a mean to represent aspects. Our evaluation on manually annotated review data from a commercial review Web site demonstrates the effectiveness of our approach, outperforming plain recency ranking by 30% and obtaining best results by combining language and topic model representations.

  13. Focusing on the Environment to Improve Youth Participation: Experiences and Perspectives of Occupational Therapists.

    PubMed

    Anaby, Dana; Law, Mary; Teplicky, Rachel; Turner, Laura

    2015-10-23

    The environment plays a key role in supporting children's participation and can serve as a focus of intervention. This study aimed to elicit the perceptions and experiences of occupational therapists who had applied the PREP approach--Pathways and Resources for Engagement and Participation. PREP is a novel 12-week intervention for youth with physical disabilities, aimed at improving participation in leisure community-based activities by modifying aspects of the environment. Using a qualitative post-intervention only design, 12 therapists took part in individual semi-structured interviews, in which the therapists reflected on their experience using PREP to enable participation. A thematic analysis was conducted. Four themes emerged from the data; two of which were informative in nature, describing elements of the PREP intervention that target multi-layered composition of the environment and use strategies that involve leveraging resources and problem solving. The two remaining themes were reflective in nature, illustrating a new take on the Occupational Therapy role and re-positioning the concept of participation in therapy practices. Results emphasize aspects of the environment that can serve as effective targets of intervention, guided by the PREP approach. Findings can broaden the scope and focus of occupational therapy practice by redefining views on participation and the environment.

  14. Sourcing the crowd for health services improvement: The reflexive patient and "share-your-experience" websites.

    PubMed

    Adams, Samantha A

    2011-04-01

    In countries where the notion of "reflexive patients" dominates the health policy landscape, patients are increasingly encouraged to publicize their personal experiences with health services provision by reviewing hospitals and professionals on the web. The number of websites where patients can review one or more aspects of their care (and read reviews posted by others) is growing. These sites are an example of the practice of crowdsourcing, where applications that facilitate user-generated content solicit feedback from a given public; site administrators then use this feedback for product development, quality improvement and policy change. The research presented here examines such developments in the context of ongoing discussions about reflexive consumerism and increased transparency in healthcare. It draws on data from a three-year study of share-your-experience sites in the U.S., U.K., and The Netherlands. Data is taken primarily from a discourse analysis of four of the six sites under study, including patient reviews of institutions and professionals (n=450). Supplementary data from interviews with stakeholders related to the Dutch sites (n=15) is also used. This is the first known study of multiple share-your-experience websites in different countries. It shows that monitoring as "reflexive" behavior is not automatic, but is encouraged by website creators who, hoping to use the posts for other purposes, act as mediators between patients and other healthcare stakeholders. It further argues that patients demonstrate more reflexivity than some stakeholders realize, although not necessarily in the way that Giddens proposed. It concludes with the argument that the focus on reflexivity in healthcare means that not only institutions must be more transparent about their performance; patients are expected to be more transparent about their choices, as well.

  15. Space Mission Operations Ground Systems Integration Customer Service

    NASA Technical Reports Server (NTRS)

    Roth, Karl

    2014-01-01

    , and cultural differences, to ensure an efficient response to customer issues using a small Customer Service Team (CST) and adaptability, constant communication with customers, technical expertise and knowledge of services, and dedication to customer service. The HOSC Customer Support Team has implemented a variety of processes, and procedures that help to mitigate the potential problems that arise when integrating ground system services for a variety of complex missions and the lessons learned from this experience will lead the future of customer service in the space operations industry.

  16. Valuing improvements to threatened and endangered marine species: an application of stated preference choice experiments.

    PubMed

    Wallmo, Kristy; Lew, Daniel K

    2011-07-01

    Non-market valuation research has produced value estimates for over forty threatened and endangered (T&E) species, including mammals, fish, birds, and crustaceans. Increasingly, Stated Preference Choice Experiments (SPCE) are utilized for valuation, as the format offers flexibility for policy analysis and may reduce certain types of response biases relative to the more traditional Contingent Valuation method. Additionally, SPCE formats can allow respondents to make trade-offs among multiple species, providing information on the distinctiveness of preferences for different T&E species. In this paper we present results of an SPCE involving three U.S. Endangered Species Act (ESA)-listed species: the Puget Sound Chinook salmon, the Hawaiian monk seal, and the smalltooth sawfish. We estimate willingness-to-pay (WTP) values for improving each species' ESA listing status and statistically compare these values between the three species using a method of convolutions approach. Our results suggest that respondents have distinct preferences for the three species, and that WTP estimates differ depending on the species and the level of improvement to their ESA status. Our results should be of interest to researchers and policy-makers, as we provide value estimates for three species that have limited, if any, estimates available in the economics literature, as well as new information about the way respondents make trade-offs among three taxonomically different species.

  17. Can experience-based household food security scales help improve food security governance?

    PubMed

    Pérez-Escamilla, Rafael

    2012-12-01

    Experience-based food security scales (EBFSSs) have been shown to be valid across world regions. EBFSSs are increasingly been included in national food and nutrition assessments and food hardship items have been added to regional and global public opinion polls. EBFSSs meet the SMART criteria for identifying useful indicators. And have the potential to help improve accountability, transparency, intersectoral coordination and a more effective and equitable distribution of resources. EBFSSs have increased awareness about food and nutrition insecurity in the court of public opinion. Thus, it's important to understand the potential that EBFSSs have for improving food and nutrition security governance within and across countries. The case of Brazil illustrates the strong likelihood that EBFSSs do have a strong potential to influence food and governance from the national to the municipal level. A recent Gallup World Poll data analysis on the influence of the '2008 food crisis' on food hardship illustrates how even a single item from EBFSSs can help examine if food security governance in different world regions modifies the impact of crises on household food insecurity. Systematic research that bridges across economics, political science, ethics, public health and program evaluation is needed to better understand if and how measurement in general and EBFSSs in particular affect food security governance.

  18. A new educational resource to improve veterinary students' animal welfare learning experience.

    PubMed

    Kerr, Annie J; Mullan, Siobhan M; Main, David C J

    2013-01-01

    A computer-aided learning (CAL) educational resource based on experiential learning principles has been developed. Its aim is to improve veterinary students' ability to critically review the effect on welfare of husbandry systems observed during their work placement on sheep farms. The CAL consisted of lectures, multiple-choice questions, video recordings of animals in various husbandry conditions, open questions, and concept maps. An intervention group of first-year veterinary students (N=31) was selected randomly to access the CAL before their sheep farm placement, and a control group (N=50) received CAL training after placement. Assessment criteria for the categories remember, understand, apply, analyze, evaluate, and create, based on Bloom's revised taxonomy, were used to evaluate farm reports submitted by all students after their 2-week placement. Students in the intervention group were more likely than their untrained colleagues (p<.05) to remember and understand animal-based measurements relating to the freedom from hunger and thirst; the freedom from discomfort; and the freedom from pain, injury, or disease. Intervention group students were also more likely to analyze the freedom from pain, injury, or disease and the freedom to exhibit normal behavior and to evaluate the freedom from fear and distress. Relatively few students in each group exhibited creativity in their reports. These findings indicate that use of CAL before farm placement improved students' ability to assess and report animal welfare as part of their extramural work experience.

  19. Improving the ensemble average of visual evoked potentials. II. Simulations and experiments.

    PubMed

    Cuypers, M H; Thijssen, J M

    1995-03-01

    Ensemble averaging is generally used for the estimation of Evoked Potentials. This paper deals with the assessment of correction procedures for the time variability of the ensemble components, this time variability reduces the improvement of the signal-to-noise ratio (SNR) by averaging. Evoked potentials were estimated by ensemble averaging, synchronized to a periodic stimulus. It is assumed that VEP-instability is partly caused by time-variability of the evoked potentials. Two time-variate models were used, from which procedures were derived to correct the single VEP-responses prior to ensemble averaging. The models are: (1) variation in response delay (jitter), (2) variable compression/expansion of the time scale of the response (wow). The Spectral Phase Difference method was applied to estimate both the delay time jitter and the wow factor of single responses with respect to a template (conventional ensemble average). The effects of the devised correction on the average VEP waveform and on the SNR of the ensemble were investigated by using data from realistic simulations and from experiments (n = 23) with a number of healthy human volunteers (n = 17). Jitter- and wow-corrections were effective on simulations with time variability due to delay time jitter and time scale distortion (wow), respectively. Both wow- and jitter correction of the single responses improved the SNR of the VEP measurements significantly and to the same amount. A combined wow-jitter approach resulted in significantly better results than the exclusive application of jitter- or wow correction.

  20. Using precise word timing information improves decoding accuracy in a multiband-accelerated multimodal reading experiment

    PubMed Central

    Vu, An T.; Phillips, Jeffrey S.; Kay, Kendrick; Phillips, Matthew E.; Johnson, Matthew R.; Shinkareva, Svetlana V.; Tubridy, Shannon; Millin, Rachel; Grossman, Murray; Gureckis, Todd; Bhattacharyya, Rajan; Yacoub, Essa

    2017-01-01

    The blood-oxygen-level-dependent (BOLD) signal measured in functional magnetic resonance imaging (fMRI) experiments is generally regarded as sluggish and poorly suited for probing neural function at the rapid timescales involved in sentence comprehension. However, recent studies have shown the value of acquiring data with very short repetition times (TRs), not merely in terms of improvements in contrast to noise ratio (CNR) through averaging, but also in terms of additional fine-grained temporal information. Using multiband-accelerated fMRI, we achieved whole-brain scans at 3-mm resolution with a TR of just 500 ms at both 3T and 7T field strengths. By taking advantage of word timing information, we found that word decoding accuracy across two separate sets of scan sessions improved significantly, with better overall performance at 7T than at 3T. The effect of TR was also investigated; we found that substantial word timing information can be extracted using fast TRs, with diminishing benefits beyond TRs of 1000 ms. PMID:27686111

  1. Improved estimation of anomalous diffusion exponents in single-particle tracking experiments

    NASA Astrophysics Data System (ADS)

    Kepten, Eldad; Bronshtein, Irena; Garini, Yuval

    2013-05-01

    The mean square displacement is a central tool in the analysis of single-particle tracking experiments, shedding light on various biophysical phenomena. Frequently, parameters are extracted by performing time averages on single-particle trajectories followed by ensemble averaging. This procedure, however, suffers from two systematic errors when applied to particles that perform anomalous diffusion. The first is significant at short-time lags and is induced by measurement errors. The second arises from the natural heterogeneity in biophysical systems. We show how to estimate and correct these two errors and improve the estimation of the anomalous parameters for the whole particle distribution. As a consequence, we manage to characterize ensembles of heterogeneous particles even for rather short and noisy measurements where regular time-averaged mean square displacement analysis fails. We apply this method to both simulations and in vivo measurements of telomere diffusion in 3T3 mouse embryonic fibroblast cells. The motion of telomeres is found to be subdiffusive with an average exponent constant in time. Individual telomere exponents are normally distributed around the average exponent. The proposed methodology has the potential to improve experimental accuracy while maintaining lower experimental costs and complexity.

  2. Using precise word timing information improves decoding accuracy in a multiband-accelerated multimodal reading experiment.

    PubMed

    Vu, An T; Phillips, Jeffrey S; Kay, Kendrick; Phillips, Matthew E; Johnson, Matthew R; Shinkareva, Svetlana V; Tubridy, Shannon; Millin, Rachel; Grossman, Murray; Gureckis, Todd; Bhattacharyya, Rajan; Yacoub, Essa

    2016-01-01

    The blood-oxygen-level-dependent (BOLD) signal measured in functional magnetic resonance imaging (fMRI) experiments is generally regarded as sluggish and poorly suited for probing neural function at the rapid timescales involved in sentence comprehension. However, recent studies have shown the value of acquiring data with very short repetition times (TRs), not merely in terms of improvements in contrast to noise ratio (CNR) through averaging, but also in terms of additional fine-grained temporal information. Using multiband-accelerated fMRI, we achieved whole-brain scans at 3-mm resolution with a TR of just 500 ms at both 3T and 7T field strengths. By taking advantage of word timing information, we found that word decoding accuracy across two separate sets of scan sessions improved significantly, with better overall performance at 7T than at 3T. The effect of TR was also investigated; we found that substantial word timing information can be extracted using fast TRs, with diminishing benefits beyond TRs of 1000 ms.

  3. Can experience-based household food security scales help improve food security governance?

    PubMed Central

    Pérez-Escamilla, Rafael

    2013-01-01

    Experience-based food security scales (EBFSSs) have been shown to be valid across world regions. EBFSSs are increasingly been included in national food and nutrition assessments and food hardship items have been added to regional and global public opinion polls. EBFSSs meet the SMART criteria for identifying useful indicators. And have the potential to help improve accountability, transparency, intersectoral coordination and a more effective and equitable distribution of resources. EBFSSs have increased awareness about food and nutrition insecurity in the court of public opinion. Thus, it’s important to understand the potential that EBFSSs have for improving food and nutrition security governance within and across countries. The case of Brazil illustrates the strong likelihood that EBFSSs do have a strong potential to influence food and governance from the national to the municipal level. A recent Gallup World Poll data analysis on the influence of the ‘2008 food crisis’ on food hardship illustrates how even a single item from EBFSSs can help examine if food security governance in different world regions modifies the impact of crises on household food insecurity. Systematic research that bridges across economics, political science, ethics, public health and program evaluation is needed to better understand if and how measurement in general and EBFSSs in particular affect food security governance. PMID:23795344

  4. Improving the climate data management in the meteorological service of Angola: experience from SASSCAL

    NASA Astrophysics Data System (ADS)

    Posada, Rafael; Nascimento, Domingos; Neto, Francisco Osvaldo S.; Riede, Jens; Kaspar, Frank

    2016-06-01

    The knowledge on climate variability in parts of Southern Africa is limited because of the low availability of historic and present-day ground-based observations (Niang et al., 2014). However, there is an increased need of climate information for research, climate adaptation measures and climate services. To respond to the challenges of climate change and related issues, Angola, Botswana, Germany, Namibia, South Africa and Zambia have initiated the interdisciplinary regional competence centre SASSCAL, the "Southern African Science Service Centre for Climate Change and Adaptive Land Management". As part of the initiative, Germany's national meteorological service (Deutscher Wetterdienst, DWD) cooperates with the meteorological services of Angola, Botswana and Zambia in order to improve the management and availability of historical and present-day climate data in these countries. The first results of the cooperation between the German and the Angolan Meteorological Services are presented here. International assessments have shown that improvements of the data management concepts are needed in several countries. The experience of this cooperation can therefore provide hints for comparable activities in other regions.

  5. Improvements in state-of-the-art uncooled microbolometer system performance based on volume manufacturing experience

    NASA Astrophysics Data System (ADS)

    Backer, Brian S.; Breen, Thomas E.; Hartle, Nancy; Kohin, Margaret; Murphy, Robert

    2003-09-01

    Starting in the early 1990"s, BAE SYSTEMS began a significant investment in the development of MicroIR Uncooled Microbolometers. 160 x 120, 320 x 240, and 640 x 480 focal plane array (FPA) technology advances in both large pixel and small pixel format have driven Noise Equivalent Temperature Difference (NETD), power, size, weight, and price lower. These improvements have resulted in many new applications that previously could not afford larger, heavier, costlier cooled systems. While advancements in state of the art performance have been published regularly at Aerosense and other industry forums, far less has been discussed on the performance advances that have occurred as a result of volume manufacturing. This paper describes the improvements in performance that have been a result of BAE SYSTEMS leadership position in MicroIR microbolometer manufacturing. With over 15,000 units shipped through 2002, ranging from Standard Imaging Modules (SIM) to Standard Camera Cores (SCC) to complete imaging systems, the cumulative expertise gathered from this manufacturing experience over the past seven years has also pushed the state of the art system performance, in ways that single/small quantity technology demonstrators never could. Comparisons of temporal NETD, spatial NETD, dynamic range, operability, throughput, capacity, and other key metrics from early manufacturing lots to the present will be presented to demonstrate the advances that can only be achieved through volume manufacturing.

  6. 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.

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

    DTIC Science & Technology

    1995-09-01

    address the importance of measuring customer satisfaction and its effect on the business world as well as the Department of Defense. Also, in order to...actively address customer satisfaction in the course of daily business. The reasons for measuring customer satisfaction can be categorized along...1993: 15). It should be evident from the preceding discussion that measuring customer satisfaction is done to improve processes, better satisfy

  8. Single Institution Early Experience with the Bundled Payments for Care Improvement Initiative.

    PubMed

    Iorio, Richard; Bosco, Joseph; Slover, James; Sayeed, Yousuf; Zuckerman, Joseph D

    2017-01-04

    The Centers for Medicare & Medicaid Services (CMS) implemented the Bundled Payments for Care Improvement (BPCI) initiative in 2011. Through BPCI, organizations enlisted into payment agreements that include both performance and financial accountability for episodes of care. To succeed, BPCI requires quality maintenance and care delivery at lower costs. This necessitates physicians and hospitals to merge interests. Orthopaedic surgeons must assume leadership roles in cost containment, surgical safety, and quality assurance to deliver cost-effective care. Because most orthopaedic surgeons practice independently and are not employed by hospitals, models of physician-hospital alignment (e.g., physician-hospital organizations) or contracted gainsharing arrangements between practices and hospitals may be necessary for successful bundled pricing. Under BPCI, hospitals, surgeons, or third parties share rewards but assume risks for the bundle.For patients, cost savings must be associated with maintenance or improvement in quality metrics. However, the definition of quality can vary, as can the rewards for processes and outcomes. Risk stratification for potential complications should be considered in bundled pricing agreements to prevent the exclusion of patients with substantial comorbidities and higher care costs (e.g., hip fractures treated with prostheses). Bundled pricing depends on economies of scale for success; smaller institutions must be cautious, as 1 costly patient could substantially impact the finances of its entire program. CMS recommends a minimum of 100 to 200 cases yearly. We also suggest that participants utilize technologies to maximize efficiency and provide the best possible environment for implementation of bundled payments. Substantial investment in infrastructure is required to develop programs to improve coordination of care, manage quality data, and distribute payments. Smaller institutions may have difficulty devoting resources to these

  9. Soil improvement with coal ash and sewage sludge: a field experiment

    NASA Astrophysics Data System (ADS)

    Shen, Junfeng; Zhou, Xuewu; Sun, Daisheng; Fang, Jianguo; Liu, Zhijun; Li, Zhongmin

    2008-02-01

    A field experimental study was carried out successfully to improve the quality of the sandy soil by adding coal ash and sewage sludge. One ha of barren sandy soil field was chosen for the experiment in Shanghe County, Shandong Province, China. For soil amelioration and tree planting, two formulas of the mixture:coal ash, sewage sludge and soil, in ratios of 20:10:70 and 20:20:60, respectively, were used. Poplar trees were planted in pits filled with soils with additives (mixture of ash and sludge) as well as in the original sandy soil. In the 19th months after the trees were planted, the soils with additives were sampled and analyzed. The results show that the barren sandy soil was greatly improved after mixing with coal ash and sludge. The improved soils have remarkably higher nutrient concentrations, better texture, smaller bulk density, higher porosity and mass moisture content, and higher content of fine-grained minerals. During the first 22 months after planting, the annual increase in height of the trees grown in the soil with additives (4.78 m per year) was 55% higher than that of the control group (3.07 m per year), and the annual increase in diameter at the breast height (1.3 m) was 33 % higher (43.03 vs. 32.36 mm). Trees planted in soils with additives appeared healthier and shed leaves later than those in the control group. As the volume of the additives (30-40% in both formulas) is less than that of the sandy soil in and around the tree pits, it appears that the use of coal ash and sludge for tree planting and soil amelioration is environmentally safe even though the additives have relatively high heavy metal concentrations.

  10. Model-experiment interaction to improve representation of phosphorus limitation in land models

    NASA Astrophysics Data System (ADS)

    Norby, R. J.; Yang, X.; Cabugao, K. G. M.; Childs, J.; Gu, L.; Haworth, I.; Mayes, M. A.; Porter, W. S.; Walker, A. P.; Weston, D. J.; Wright, S. J.

    2015-12-01

    Carbon-nutrient interactions play important roles in regulating terrestrial carbon cycle responses to atmospheric and climatic change. None of the CMIP5 models has included routines to represent the phosphorus (P) cycle, although P is commonly considered to be the most limiting nutrient in highly productive, lowland tropical forests. Model simulations with the Community Land Model (CLM-CNP) show that inclusion of P coupling leads to a smaller CO2 fertilization effect and warming-induced CO2 release from tropical ecosystems, but there are important uncertainties in the P model, and improvements are limited by a dearth of data. Sensitivity analysis identifies the relative importance of P cycle parameters in determining P availability and P limitation, and thereby helps to define the critical measurements to make in field campaigns and manipulative experiments. To improve estimates of P supply, parameters that describe maximum amount of labile P in soil and sorption-desorption processes are necessary for modeling the amount of P available for plant uptake. Biochemical mineralization is poorly constrained in the model and will be improved through field observations that link root traits to mycorrhizal activity, phosphatase activity, and root depth distribution. Model representation of P demand by vegetation, which currently is set by fixed stoichiometry and allometric constants, requires a different set of data. Accurate carbon cycle modeling requires accurate parameterization of the photosynthetic machinery: Vc,max and Jmax. Relationships between the photosynthesis parameters and foliar nutrient (N and P) content are being developed, and by including analysis of covariation with other plant traits (e.g., specific leaf area, wood density), we can provide a basis for more dynamic, trait-enabled modeling. With this strong guidance from model sensitivity and uncertainty analysis, field studies are underway in Puerto Rico and Panama to collect model-relevant data on P

  11. Mining Rare Events Data for Assessing Customer Attrition Risk

    NASA Astrophysics Data System (ADS)

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

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

  12. 19 CFR 101.7 - Customs seal.

    Code of Federal Regulations, 2014 CFR

    2014-04-01

    ... 19 Customs Duties 1 2014-04-01 2014-04-01 false Customs seal. 101.7 Section 101.7 Customs Duties U... GENERAL PROVISIONS § 101.7 Customs seal. (a) Design. According to the design furnished by the Department of the Treasury, the Customs seal of the United States shall consist of the seal of the Department...

  13. 19 CFR 101.7 - Customs seal.

    Code of Federal Regulations, 2011 CFR

    2011-04-01

    ... 19 Customs Duties 1 2011-04-01 2011-04-01 false Customs seal. 101.7 Section 101.7 Customs Duties U... GENERAL PROVISIONS § 101.7 Customs seal. (a) Design. According to the design furnished by the Department of the Treasury, the Customs seal of the United States shall consist of the seal of the Department...

  14. 19 CFR 101.7 - Customs seal.

    Code of Federal Regulations, 2012 CFR

    2012-04-01

    ... 19 Customs Duties 1 2012-04-01 2012-04-01 false Customs seal. 101.7 Section 101.7 Customs Duties U... GENERAL PROVISIONS § 101.7 Customs seal. (a) Design. According to the design furnished by the Department of the Treasury, the Customs seal of the United States shall consist of the seal of the Department...

  15. 19 CFR 101.7 - Customs seal.

    Code of Federal Regulations, 2013 CFR

    2013-04-01

    ... 19 Customs Duties 1 2013-04-01 2013-04-01 false Customs seal. 101.7 Section 101.7 Customs Duties U... GENERAL PROVISIONS § 101.7 Customs seal. (a) Design. According to the design furnished by the Department of the Treasury, the Customs seal of the United States shall consist of the seal of the Department...

  16. 19 CFR 101.7 - Customs seal.

    Code of Federal Regulations, 2010 CFR

    2010-04-01

    ... 19 Customs Duties 1 2010-04-01 2010-04-01 false Customs seal. 101.7 Section 101.7 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF THE TREASURY GENERAL PROVISIONS § 101.7 Customs seal. (a) Design. According to the design furnished by the...

  17. 19 CFR 146.3 - Customs supervision.

    Code of Federal Regulations, 2010 CFR

    2010-04-01

    ... 19 Customs Duties 2 2010-04-01 2010-04-01 false Customs supervision. 146.3 Section 146.3 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF THE TREASURY (CONTINUED) FOREIGN TRADE ZONES General Provisions § 146.3 Customs supervision. (a) Assignment of...

  18. Customer Service: Another Side of TQM.

    ERIC Educational Resources Information Center

    Sirkin, Arlene Farber

    1993-01-01

    Focuses on the customer satisfaction element of Total Quality Management (TQM) in libraries, including definition of the terms customer and customer satisfaction, determining customer expectations, complaint systems, keeping customers, and empowerment of staff. Appendices list approaches libraries and other organizations have used to improve…

  19. 19 CFR 19.34 - Customs supervision.

    Code of Federal Regulations, 2010 CFR

    2010-04-01

    ... 19 Customs Duties 1 2010-04-01 2010-04-01 false Customs supervision. 19.34 Section 19.34 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF THE TREASURY CUSTOMS WAREHOUSES, CONTAINER STATIONS AND CONTROL OF MERCHANDISE THEREIN Space Bonded for the Storage...

  20. 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.

  1. Linear Friction Welding Process Model for Carpenter Custom 465 Precipitation-Hardened Martensitic Stainless Steel

    NASA Astrophysics Data System (ADS)

    Grujicic, M.; Yavari, R.; Snipes, J. S.; Ramaswami, S.; Yen, C.-F.; Cheeseman, B. A.

    2014-06-01

    An Arbitrary Lagrangian-Eulerian finite-element analysis is combined with thermo-mechanical material constitutive models for Carpenter Custom 465 precipitation-hardened martensitic stainless steel to develop a linear friction welding (LFW) process model for this material. The main effort was directed toward developing reliable material constitutive models for Carpenter Custom 465 and toward improving functional relations and parameterization of the workpiece/workpiece contact-interaction models. The LFW process model is then used to predict thermo-mechanical response of Carpenter Custom 465 during LFW. Specifically, temporal evolutions and spatial distribution of temperature within, and expulsion of the workpiece material from, the weld region are examined as a function of the basic LFW process parameters, i.e., (a) contact-pressure history, (b) reciprocation frequency, and (c) reciprocation amplitude. Examination of the results obtained clearly revealed the presence of three zones within the weld, i.e., (a) Contact-interface region, (b) Thermo-mechanically affected zone, and (c) heat-affected zone. While there are no publicly available reports related to Carpenter Custom 465 LFW behavior, to allow an experiment/computation comparison, these findings are consistent with the results of our ongoing companion experimental investigation.

  2. The quest for customer focus.

    PubMed

    Gulati, Ranjay; Oldroyd, James B

    2005-04-01

    Companies have poured enormous amounts of money into customer relationship management, but in many cases the investment hasn't really paid off. That's because getting closer to customers isn't about building an information technology system. It's a learning journey-one that unfolds over four stages, requiring people and business units to coordinate in progressively more sophisticated ways. The journey begins with the creation of a companywide repository containing each interaction a customer has with the company, organized not by product, purchase, or location, but by customer. Communal coordination is what's called for at this stage, as each group contributes its information to the data pool separately from the others and then taps into it as needed. In the second stage, one-way serial coordination from centralized IT through analytical units and out to the operating units allows companies to go beyond just assembling data to drawing inferences. In stage three, companies shift their focus from past relationships to future behavior. Through symbiotic coordination, information flows back and forth between central analytic units and various organizational units like marketing, sales, and operations, as together they seek answers to questions like "How can we prevent customers from switching to a competitor?" and "Who would be most likely to buy a new product in the future"? In stage four, firms begin to move past discrete, formal initiatives and, through integral coordination, bring an increasingly sophisticated understanding oftheir customers to bear in all day-to-day operations. Skipping stages denies organizations the sure foundation they need to build a lasting customer-focused mind-set. Those that recognize this will invest their customer relationship dollars much more wisely-and will see their customer-focusing efforts pay offon the bottom line.

  3. Turn customer input into innovation.

    PubMed

    Ulwick, Anthony W

    2002-01-01

    It's difficult to find a company these days that doesn't strive to be customer-driven. Too bad, then, that most companies go about the process of listening to customers all wrong--so wrong, in fact, that they undermine innovation and, ultimately, the bottom line. What usually happens is this: Companies ask their customers what they want. Customers offer solutions in the form of products or services. Companies then deliver these tangibles, and customers just don't buy. The reason is simple--customers aren't expert or informed enough to come up with solutions. That's what your R&D team is for. Rather, customers should be asked only for outcomes--what they want a new product or service to do for them. The form the solutions take should be up to you, and you alone. Using Cordis Corporation as an example, this article describes, in fine detail, a series of effective steps for capturing, analyzing, and utilizing customer input. First come indepth interviews, in which a moderator works with customers to deconstruct a process or activity in order to unearth "desired outcomes." Addressing participants' comments one at a time, the moderator rephrases them to be both unambiguous and measurable. Once the interviews are complete, researchers then compile a comprehensive list of outcomes that participants rank in order of importance and degree to which they are satisfied by existing products. Finally, using a simple mathematical formula called the "opportunity calculation," researchers can learn the relative attractiveness of key opportunity areas. These data can be used to uncover opportunities for product development, to properly segment markets, and to conduct competitive analysis.

  4. Designing and implementing customer-focused functional support teams

    SciTech Connect

    Levine, L.O.; Cejka, C.L.

    1995-02-01

    The contract services department of a U.S. Department of Energy research laboratory is radically revising how it serves its primary customers--the laboratory research and development staff. The department provides services that include contract research initiation (proposal preparation and contract negotiation) and acquisition of goods and services to support specific research projects. It previously provided these services with approximately 170 staff in four centralized functional units. In reorganizing, the department used a structured analysis and design process to categorize internal customers according to their unique attributes and specific support needs. Concurrently, it identified a number of conceptually distinct customer-focused units that could accomplish the contract processes in different ways and then chose a preferred concept for each customer category. The organizational concepts were designed to enhance customer service and improve staff morale and development opportunities. The new organization will have a total of 10 customer support units as well as other centralized services and activities. It will flatten the organizational structures and encourage more cooperation among contracts staff to meet customer needs for improved timeliness, communication, and teaming with researchers.

  5. A simple intervention to improve patient safety, save time and improve staff experience in the AMU procedure room.

    PubMed

    Misselbrook, Gary Peter; Kause, Juliane; Yeoh, Su-Ann

    2016-01-01

    Over the last decade, operating theatres and Intensive Care Units (ICUs) have established systematic methods for performing procedures on patients that have been shown to reduce complications and improve patient safety. Whilst the use of procedure rooms on Acute Medicine Units (AMUs) is highly recommended by patient safety groups and Royal College publications, they are not universally available or appropriately utilised. In this article we discuss a quality improvement project that was undertaken on an AMU at a large university teaching hospital in the United Kingdom, highlighting its successes and challenges.

  6. The value of customer preference

    SciTech Connect

    Herig, C.; Houston, A.

    1996-05-01

    Customer preference (CP), or green pricing, may be the financial hedge for electric supply industry integration of photovoltaics. CP is currently defined as a voluntary contribution for energy generated with renewable resources. Several utilities have examined the CP financing of renewables through experimental or implemented programs and market research. This paper first expands the concept of customer preference to include both voluntary and involuntary customer contributions. It then categorizes the features of existing and proposed CP programs. The connections between these features and market research and marketing strategies for new product development from a competitive industry are analyzed.

  7. Customer concerns regarding satellite servicing

    NASA Technical Reports Server (NTRS)

    Rysavy, Gordon

    1987-01-01

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

  8. 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.

  9. Improved Limits On The Existence Of Dark Matter. The Final Results From The PICASSO Experiment

    NASA Astrophysics Data System (ADS)

    Kamaha, Alvine Christelle

    The final results of the PICASSO experiment, with 409 kg days of exposure collected from November 2012 to January 2014, have yielded new limits for Spin-Dependent and Spin-Independent Dark Matter interactions. The data collected and the various backgrounds were assiduously studied using Monte Carlo simulations and a new set of sophisticated analysis techniques including the wavelet analysis presented in this thesis. In general, a good suppression of most backgrounds was attained. The neutron background event rate was reduced to about a factor of 10 compared to the previous phase of the experiment. Electronic and acoustic noise events were thoroughly suppressed. A new class of "mystery events" were removed as well. All that remained was the irreducible alpha background. No signal consistent with a WIMP Dark Matter hypothesis was observed. Consequently, an exclusion curve was obtained with a minimum limit at 90% C.L. of sigmaSDchip = 0.0228 pb at a WIMP mass of 20 GeV/c2 in the Spin-Dependent sector. By combining results from 2012 and the current results, an improved constraint of sigmaSDchip (90% C.L.) = 0.0188 pb at 20 GeV/c2 was placed on the Dark Matter interaction with protons in the Fluorine nuclei used in the detectors. In addition, the new limits on WIMP-proton interactions in the Spin Independent sector exclude the DAMA/LIBRA results (at 90% C.L.) for low masses below 12 GeV/c2 and further constrain the published CRESST and CDMS Si discovery regions at low WIMP masses.

  10. PanDA Pilot Submission using Condor-G: Experience and Improvements

    NASA Astrophysics Data System (ADS)

    Zhao, Xin; Hover, John; Wlodek, Tomasz; Wenaus, Torre; Frey, Jaime; Tannenbaum, Todd; Livny, Miron; ATLAS Collaboration

    2011-12-01

    PanDA (Production and Distributed Analysis) is the workload management system of the ATLAS experiment, used to run managed production and user analysis jobs on the grid. As a late-binding, pilot-based system, the maintenance of a smooth and steady stream of pilot jobs to all grid sites is critical for PanDA operation. The ATLAS Computing Facility (ACF) at BNL, as the ATLAS Tier1 center in the US, operates the pilot submission systems for the US. This is done using the PanDA "AutoPilot" scheduler component which submits pilot jobs via Condor-G, a grid job scheduling system developed at the University of Wisconsin-Madison. In this paper, we discuss the operation and performance of the Condor-G pilot submission at BNL, with emphasis on the challenges and issues encountered in the real grid production environment. With the close collaboration of Condor and PanDA teams, the scalability and stability of the overall system has been greatly improved over the last year. We review improvements made to Condor-G resulting from this collaboration, including isolation of site-based issues by running a separate Gridmanager for each remote site, introduction of the 'Nonessential' job attribute to allow Condor to optimize its behavior for the specific character of pilot jobs, better understanding and handling of the Gridmonitor process, as well as better scheduling in the PanDA pilot scheduler component. We will also cover the monitoring of the health of the system.

  11. PanDA Pilot Submission using Condor-G: Experience and Improvements

    SciTech Connect

    Zhao X.; Hover John; Wlodek Tomasz; Wenaus Torre; Frey Jaime; Tannenbaum Todd; Livny Miron

    2011-01-01

    PanDA (Production and Distributed Analysis) is the workload management system of the ATLAS experiment, used to run managed production and user analysis jobs on the grid. As a late-binding, pilot-based system, the maintenance of a smooth and steady stream of pilot jobs to all grid sites is critical for PanDA operation. The ATLAS Computing Facility (ACF) at BNL, as the ATLAS Tier1 center in the US, operates the pilot submission systems for the US. This is done using the PanDA 'AutoPilot' scheduler component which submits pilot jobs via Condor-G, a grid job scheduling system developed at the University of Wisconsin-Madison. In this paper, we discuss the operation and performance of the Condor-G pilot submission at BNL, with emphasis on the challenges and issues encountered in the real grid production environment. With the close collaboration of Condor and PanDA teams, the scalability and stability of the overall system has been greatly improved over the last year. We review improvements made to Condor-G resulting from this collaboration, including isolation of site-based issues by running a separate Gridmanager for each remote site, introduction of the 'Nonessential' job attribute to allow Condor to optimize its behavior for the specific character of pilot jobs, better understanding and handling of the Gridmonitor process, as well as better scheduling in the PanDA pilot scheduler component. We will also cover the monitoring of the health of the system.

  12. Improvements in and actual performance of the Plant Experiment Unit onboard Kibo, the Japanese experiment module on the international space station

    NASA Astrophysics Data System (ADS)

    Yano, Sachiko; Kasahara, Haruo; Masuda, Daisuke; Tanigaki, Fumiaki; Shimazu, Toru; Suzuki, Hiromi; Karahara, Ichirou; Soga, Kouichi; Hoson, Takayuki; Tayama, Ichiro; Tsuchiya, Yoshikazu; Kamisaka, Seiichiro

    2013-03-01

    In 2004, Japan Aerospace Exploration Agency developed the engineered model of the Plant Experiment Unit and the Cell Biology Experiment Facility. The Plant Experiment Unit was designed to be installed in the Cell Biology Experiment Facility and to support the seed-to-seed life cycle experiment of Arabidopsis plants in space in the project named Space Seed. Ground-based experiments to test the Plant Experiment Unit showed that the unit needed further improvement of a system to control the water content of a seedbed using an infrared moisture analyzer and that it was difficult to keep the relative humidity inside the Plant Experiment Unit between 70 and 80% because the Cell Biology Experiment Facility had neither a ventilation system nor a dehumidifying system. Therefore, excess moisture inside the Cell Biology Experiment Facility was removed with desiccant bags containing calcium chloride. Eight flight models of the Plant Experiment Unit in which dry Arabidopsis seeds were fixed to the seedbed with gum arabic were launched to the International Space Station in the space shuttle STS-128 (17A) on August 28, 2009. Plant Experiment Unit were installed in the Cell Biology Experiment Facility with desiccant boxes, and then the Space Seed experiment was started in the Japanese Experiment Module, named Kibo, which was part of the International Space Station, on September 10, 2009 by watering the seedbed and terminated 2 months later on November 11, 2009. On April 19, 2010, the Arabidopsis plants harvested in Kibo were retrieved and brought back to Earth by the space shuttle mission STS-131 (19A). The present paper describes the Space Seed experiment with particular reference to the development of the Plant Experiment Unit and its actual performance in Kibo onboard the International Space Station. Downlinked images from Kibo showed that the seeds had started germinating 3 days after the initial watering. The plants continued growing, producing rosette leaves, inflorescence

  13. Internships That Make a Difference: Two Campuses Continuous Internship Improvement Experience

    ERIC Educational Resources Information Center

    McCarthy, Richard; Petrausch, Robert

    2008-01-01

    Internships have been used by many academic programs to augment the student's educational experience. We discuss two internship programs that have been continuously refined in recent years to provide the students with a structured learning experience. We present a model for enriching student experiences by integrating internship experiences with…

  14. Doing It Differently: Attempts to Improve Millikan's Oil-Drop Experiment

    ERIC Educational Resources Information Center

    Heering, Peter; Klassen, Stephen

    2010-01-01

    Millikan's oil-drop experiment is one of the classic experiments from the history of physics. Due to its content (the determination of the elementary charge) it is also among those experiments that are frequently used and discussed in teaching situations. Disappointingly, a review of the educational literature on this experiment reveals that its…

  15. Improvements in quantum cascade laser performance through comprehensive modeling and experiments

    NASA Astrophysics Data System (ADS)

    Howard, Scott Sheridan

    [4]. Further expanding this model above threshold operation to roll-over, we performed experiments and derived models for "thermal rollover" and "Stark-effect rollover," the two causes eliciting laser shutoff at high currents [5]. High-conversion efficiency lasers are designed, fabricated, and characterized at room temperature continuous wave operation using these comprehensive models. Various embodiments of these lasers exhibit wall-plug efficiencies of 28% in pulsed mode at 80 K [6] and 4% when operated continuous wave at room-temperature, an order of magnitude higher than before the work of this dissertation. Additional models for high-conversion efficiency lasers are developed to maximize quantum, optical extraction, carrier injection, and current efficiencies. Advanced models and experiments presented in this dissertation support the design and further improvement of high-performance QC lasers.

  16. Experiments to Generate New Data about School Choice: Commentary on "Defining Continuous Improvement and Cost Minimization Possibilities through School Choice Experiments" and Merrifield's Reply

    ERIC Educational Resources Information Center

    Berg, Nathan; Merrifield, John

    2009-01-01

    Benefiting from new data provided by experimental economists, behavioral economics is now moving beyond empirical tests of standard behavioral assumptions to the problem of designing improved institutions that are tuned to fit real-world behavior. It is therefore worthwhile to consider the potential for new experiments to advance school choice…

  17. 17 CFR 1.36 - Record of securities and property received from customers and option customers.

    Code of Federal Regulations, 2012 CFR

    2012-04-01

    ... of all securities and property received from customers, retail forex customers or option customers in lieu of money to margin, purchase, guarantee, or secure the commodity, retail forex or commodity option transactions of such customers, retail forex customers or option customers. Such record shall show...

  18. 17 CFR 1.36 - Record of securities and property received from customers and option customers.

    Code of Federal Regulations, 2010 CFR

    2010-04-01

    ... property received from customers and option customers. 1.36 Section 1.36 Commodity and Securities Exchanges....36 Record of securities and property received from customers and option customers. (a) Each futures... from customers or option customers in lieu of money to margin, purchase, guarantee, or secure...

  19. Improvements and modeling calculations for a laboratory photoionized plasma experiment at Z relevant to astrophysics

    NASA Astrophysics Data System (ADS)

    Lockard, T. E.; Mayes, D. C.; Durmaz, T.; Mancini, R. C.; Loisel, G.; Bailey, J. E.; Rochau, G. A.; Liedahl, D. A.; Heeter, R. F.

    2013-10-01

    Creating a photoionized plasma in a controlled laboratory environment is difficult due to the intense x-ray flux needed to drive the plasma. This is overcome by the intense flux of x-ray photons produced by the pulsed power Z-machine at Sandia National Laboratories. We discuss improvements to a gascell experiment at Z including new ultrathin windows and window plates, and lower filling pressures that permit producing photoionized plasmas of larger ionization parameters. To understand the radiation environment, constrained view-factor calculations have been performed to model the x-ray flux at the gascell. Radiation-hydrodynamic simulations were also done to provide information on the overall evolution of the plasma and, in particular, the radiation heating of the plasma including non-equilibrium effects. We will also discuss a series of collisional-radiative atomic kinetics calculations that were done using a collection of laboratory and astrophysics codes. These results are useful to understand the relative importance of photon- and particle-driven atomic processes in the plasma. This work is sponsored in part by the National Nuclear Security Administration under the High Energy Density Laboratory Plasmas grant program through DOE Grant DE-FG52-09NA29551, and the Z Facility Fundamental Science Program of SNL.

  20. Additions and Improvements to the FLASH Code for Simulating High Energy Density Physics Experiments

    NASA Astrophysics Data System (ADS)

    Lamb, D. Q.; Daley, C.; Dubey, A.; Fatenejad, M.; Flocke, N.; Graziani, C.; Lee, D.; Tzeferacos, P.; Weide, K.

    2015-11-01

    FLASH is an open source, finite-volume Eulerian, spatially adaptive radiation hydrodynamics and magnetohydrodynamics code that incorporates capabilities for a broad range of physical processes, performs well on a wide range of computer architectures, and has a broad user base. Extensive capabilities have been added to FLASH to make it an open toolset for the academic high energy density physics (HEDP) community. We summarize these capabilities, with particular emphasis on recent additions and improvements. These include advancements in the optical ray tracing laser package, with methods such as bi-cubic 2D and tri-cubic 3D interpolation of electron number density, adaptive stepping and 2nd-, 3rd-, and 4th-order Runge-Kutta integration methods. Moreover, we showcase the simulated magnetic field diagnostic capabilities of the code, including induction coils, Faraday rotation, and proton radiography. We also describe several collaborations with the National Laboratories and the academic community in which FLASH has been used to simulate HEDP experiments. This work was supported in part at the University of Chicago by the DOE NNSA ASC through the Argonne Institute for Computing in Science under field work proposal 57789; and the NSF under grant PHY-0903997.

  1. Subcooled Pool Boiling Heat Transfer Mechanisms in Microgravity: Terrier-improved Orion Sounding Rocket Experiment

    NASA Technical Reports Server (NTRS)

    Kim, Jungho; Benton, John; Kucner, Robert

    2000-01-01

    A microscale heater array was used to study boiling in earth gravity and microgravity. The heater array consisted of 96 serpentine heaters on a quartz substrate. Each heater was 0.27 square millimeters. Electronic feedback loops kept each heater's temperature at a specified value. The University of Maryland constructed an experiment for the Terrier-Improved Orion sounding rocket that was delivered to NASA Wallops and flown. About 200 s of high quality microgravity and heat transfer data were obtained. The VCR malfunctioned, and no video was acquired. Subsequently, the test package was redesigned to fly on the KC-135 to obtain both data and video. The pressure was held at atmospheric pressure and the bulk temperature was about 20 C. The wall temperature was varied from 85 to 65 C. Results show that gravity has little effect on boiling heat transfer at wall superheats below 25 C, despite vast differences in bubble behavior between gravity levels. In microgravity, a large primary bubble was surrounded by smaller bubbles, which eventually merged with the primary bubble. This bubble was formed by smaller bubbles coalescing, but had a constant size for a given superheat, indicating a balance between evaporation at the base and condensation on the cap. Most of the heaters under the bubble indicated low heat transfer, suggesting dryout at those heaters. High heat transfer occurred at the contact line surrounding the primary bubble. Marangoni convection formed a "jet" of fluid into the bulk fluid that forced the bubble onto the heater.

  2. The experience in operation and improving the Orlan-type space suits

    NASA Astrophysics Data System (ADS)

    Abramov, I. P.

    1995-07-01

    Nowadays significant experience has been gained in Russia concerning extravehicular activity (EVA) with cosmonauts wearing a semi-rigid space suit of the "Orlan" type. The conditions for the cosmonauts' vital activities, the operational and ergonomic features of the space suit and its reliability are the most critical factors defining the efficiency of the scheduled operation to be performed by the astronaut and his safety. As the missions performed by the cosmonauts during EVA become more and more elaborate, the requirements for EVA space suits and their systems become more and more demanding, resulting in their consistent advancement. This paper provides certain results of the space suit's operation and analysis of its major problems as applied to the Salyut and MIR orbiting stations. The modification steps of the space suit in the course of operation (Orlan-D, Orlan-DM, Orlan-DMA) and its specific features are presented. The concept of the suited cosmonauts' safety is described as well as trends for future space suit improvements.

  3. Enabling Data Discovery and Reuse by Improving Software Usability:Data Science Experiences, Lessons, and Gaps

    NASA Astrophysics Data System (ADS)

    Rosati, A.; Yarmey, L.

    2014-12-01

    It is well understood that a good data scientist needs domain science, analysis, programming, and communication skills to create finished data products, visualizations, and reports. Articles and blogs tout the need for "expert" skill levels in domain knowledge, statistics, storytelling, graphic design, technology…and the list goes on. Since it seems impossible that one person would encompass all these skills, it is often suggested that data science be done by a team instead of an individual. This research into, and experience with, data product design offers an augmented definition - one that elevates relationships and engagement with the final user of a product. Essentially, no matter how fantastic or technically advanced a product appears, the intended audience of that product must be able to understand, use, and find value in the product in order for it to be considered a success. Usability is often misunderstood and seen as common sense or common knowledge, but it is actually an important and challenging piece of product development. This paper describes the National Snow and Ice Data Center's process to usability test the Arctic Data Explorer (ADE). The ADE is a federated data search tool for interdisciplinary Arctic science data that has been improved in features, appearance, functionality, and quality through a series of strategic and targeted usability testing and assessments. Based on the results, it is recommended that usability testing be incorporated into the skill set of each data science team.

  4. Mothers' experiences with breastfeeding management and support: a quality improvement study.

    PubMed

    Sarasua, Irene; Clausen, Christina; Frunchak, Valerie

    2009-03-01

    The purpose of this study was to examine the experiences on mothers with regard to the breastfeeding support and management provided by healthcare professionals on an acute care postpartum unit in a multiethnic obstetrical referral center in Montreal, Canada. The study survey was largely based on the UNICEF/World Health Organization's (1998) ten steps to successful breastfeeding. The convenience sample included 60 recently-delivered mothers. Findings indicated that primiparous women and women who delivered by caesarean section consistently received more information about breastfeeding management than multiparous women and women who delivered vaginally. However, the study does suggest that all women, regardless of parity or type of delivery, have information and support needs related to breastfeeding. A total of 29 mothers (67%), who intended to breastfeed exclusively, supplemented with artificial baby milk. Of these mothers, 16 (55%) stated 'milk insufficiency' as their primary reasons for supplementing. Overall, respondents perceived healthcare professionals to be encouraging of breastfeeding, and 48 mothers (80%) were 'moderately' to 'very' satisfied with the breastfeeding education and support received. These findings suggest that overall adherence to breastfeeding best practices in the current study hospital are below targets set by the World Health Organization for 'Baby Friendly' status. Results from the study can be used to target areas for improvement.

  5. Improving Metallic Thermal Protection System Hypervelocity Impact Resistance Through Design of Experiments Approach

    NASA Technical Reports Server (NTRS)

    Poteet, Carl C.; Blosser, Max L.

    2001-01-01

    A design of experiments approach has been implemented using computational hypervelocity impact simulations to determine the most effective place to add mass to an existing metallic Thermal Protection System (TPS) to improve hypervelocity impact protection. Simulations were performed using axisymmetric models in CTH, a shock-physics code developed by Sandia National Laboratories, and validated by comparison with existing test data. The axisymmetric models were then used in a statistical sensitivity analysis to determine the influence of five design parameters on degree of hypervelocity particle dispersion. Several damage metrics were identified and evaluated. Damage metrics related to the extent of substructure damage were seen to produce misleading results, however damage metrics related to the degree of dispersion of the hypervelocity particle produced results that corresponded to physical intuition. Based on analysis of variance results it was concluded that the most effective way to increase hypervelocity impact resistance is to increase the thickness of the outer foil layer. Increasing the spacing between the outer surface and the substructure is also very effective at increasing dispersion.

  6. Improving encoding strategies as a function of test knowledge and experience.

    PubMed

    Storm, Benjamin C; Hickman, Michelle L; Bjork, Elizabeth L

    2016-05-01

    Information that is produced or generated during learning is better remembered than information that is passively read, a phenomenon known as the generation effect. Prior research by deWinstanley and Bjork (Memory & Cognition, 32, 945-955, 2004) has shown that learners, after experiencing the memorial benefits of generation in the context of a fill-in-the-blank test following the study of a text passage containing both to-be-read and to-be-generated items, become more effective encoders of to-be-read items on a second passage, thus eliminating the generation effect on a subsequent memory test. Current explanations of this phenomenon assume that learners need to actually experience the generation advantage on the test of the first passage to become more effective encoders of to-be-read items on the second passage. The results of the present research, however, suggest otherwise. Although experiencing a test of the first passage does appear to be critical for leading participants to become better encoders on the second passage, experiencing a generation advantage on the test for the first passage is not. More generally, these results shine new light on the generation effect as well as how and why taking tests has the potential to improve subsequent learning.

  7. Oil field experiments of microbial improved oil recovery in Vyngapour, West Siberia, Russia

    SciTech Connect

    Murygina, V.P.; Mats, A.A.; Arinbasarov, M.U.; Salamov, Z.Z.; Cherkasov, A.B.

    1995-12-31

    Experiments on microbial improved oil recovery (MIOR) have been performed in the Vyngapour oil field in West Siberia for two years. Now, the product of some producing wells of the Vyngapour oil field is 98-99% water cut. The operation of such wells approaches an economic limit. The nutritious composition containing local industry wastes and sources of nitrogen, phosphorus and potassium was pumped into an injection well on the pilot area. This method is called {open_quotes}nutritional flooding.{close_quotes} The mechanism of nutritional flooding is based on intensification of biosynthesis of oil-displacing metabolites by indigenous bacteria and bacteria from food industry wastes in the stratum. 272.5 m{sup 3} of nutritious composition was introduced into the reservoir during the summer of 1993, and 450 m3 of nutritious composition-in 1994. The positive effect of the injections in 1993 showed up in 2-2.5 months and reached its maximum in 7 months after the injections were stopped. By July 1, 1994, 2,268.6 tons of oil was produced over the base variant, and the simultaneous water extraction reduced by 33,902 m{sup 3} as compared with the base variant. The injections in 1994 were carried out on the same pilot area.

  8. [Using Acupressure to Improve Abdominal Bloating in a Hemicolectomy Patient: A Nursing Experience].

    PubMed

    Tseng, Yi-Ling; Hsu, Chun-Hung; Tseng, Hui-Chen

    2015-10-01

    This article describes a nursing experience applying the protocol of bilateral Zusanli (ST-36) acupressure to reduce abdominal bloating in a colon cancer patient who had undergone a right hemicolectomy. The period of care was between November 13 and November 23, 2014. Data were collected through direct care, interviews, observation, and physical assessment. The main health problems of the patient included anxiety, surgical wound pain, and abdominal bloating. We provided pre- and postoperative routine nursing care, wound pain management, and the protocol of Zusanli (ST-36) acupressure for reducing abdominal bloating. Results of care recorded the first passage of flatus and intestinal motility during the second postoperative day, with no complaints of bloating from the fourth postoperative day. The subject exhibited a relaxed mood and slept soundly following each acupressure session. Furthermore, the subject reported experiencing no abdominal bloating during the week following discharge, during which he continued to follow the acupressure protocol. This article provides support via an instance of nursing care for the effectiveness of the Zusanli (ST-36) acupressure in improving abdominal bloating and thus reducing the complications of hemicolectomy surgery.

  9. Customer-centered brand management.

    PubMed

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

    2004-09-01

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

  10. Service Workers' Chain Reactions to Daily Customer Mistreatment: Behavioral Linkages, Mechanisms, and Boundary Conditions.

    PubMed

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

    2016-10-27

    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

  11. 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.

  12. 7 CFR 1206.4 - Customs.

    Code of Federal Regulations, 2012 CFR

    2012-01-01

    ... AND ORDERS; MISCELLANEOUS COMMODITIES), DEPARTMENT OF AGRICULTURE MANGO PROMOTION, RESEARCH, AND INFORMATION Mango Promotion, Research, and Information Order Definitions § 1206.4 Customs. Customs means...

  13. 7 CFR 1206.4 - Customs.

    Code of Federal Regulations, 2013 CFR

    2013-01-01

    ... AND ORDERS; MISCELLANEOUS COMMODITIES), DEPARTMENT OF AGRICULTURE MANGO PROMOTION, RESEARCH, AND INFORMATION Mango Promotion, Research, and Information Order Definitions § 1206.4 Customs. Customs means...

  14. 7 CFR 1206.4 - Customs.

    Code of Federal Regulations, 2014 CFR

    2014-01-01

    ... AND ORDERS; MISCELLANEOUS COMMODITIES), DEPARTMENT OF AGRICULTURE MANGO PROMOTION, RESEARCH, AND INFORMATION Mango Promotion, Research, and Information Order Definitions § 1206.4 Customs. Customs means...

  15. 7 CFR 1206.4 - Customs.

    Code of Federal Regulations, 2011 CFR

    2011-01-01

    ... AND ORDERS; MISCELLANEOUS COMMODITIES), DEPARTMENT OF AGRICULTURE MANGO PROMOTION, RESEARCH, AND INFORMATION Mango Promotion, Research, and Information Order Definitions § 1206.4 Customs. Customs means...

  16. Stripping custom microRNA microarrays and the lessons learned about probe-slide interactions.

    PubMed

    Zhang, Xiaoxiao; Xu, Wayne; Tan, Jiankang; Zeng, Yan

    2009-03-15

    Microarrays have been used extensively in gene expression profiling and genotyping studies. To reduce the high cost and enhance the consistency of microarray experiments, it is often desirable to strip and reuse microarray slides. Our genome-wide analysis of microRNA expression involves the hybridization of fluorescently labeled nucleic acids to custom-made, spotted DNA microarrays based on GAPSII-coated slides. We describe here a simple and effective method to regenerate such custom microarrays that uses a very low-salt buffer to remove labeled nucleic acids from microarrays. Slides can be stripped and reused multiple times without significantly compromising data quality. Moreover, our analyses of the performance of regenerated slides identifies parameters that influence the attachment of oligonucleotide probes to GAPSII slides, shedding light on the interactions between DNA and the microarray surface and suggesting ways in which to improve the design of oligonucleotide probes.

  17. Patient Portal as a Tool for Enhancing Patient Experience and Improving Quality of Care in Primary Care Practices

    PubMed Central

    Sorondo, Barbara; Allen, Amy; Fathima, Samreen; Bayleran, Janet; Sabbagh, Iyad

    2016-01-01

    Introduction: This study assessed whether patient portals influence patients’ ability for self-management, improve their perception of health state, improve their experience with primary care practices, and reduce healthcare utilization. Methods: Patients participating in a nurse-led care coordination program received personalized training to use the portal to communicate with the care team. Data analysis included pre-post comparison of self-efficacy (CDSES), health state (EQVAS), functional status (PROMIS®), experience with the provider/practice (CG-CAHPS), and healthcare utilization (admissions and ED visits). Results: A total of 94 patients were enrolled, and 92 (Intent to Treat) were followed up for 7 months to assess their experience, and for 12 months to assess healthcare utilization. Seventy four (mean age 60+13 years) used the portal (Users). Comparison between baseline and 7-month follow-up showed no statistically significant improvements in self-efficacy, perception of health state or experience with the primary care practice. Only functional status improved significantly. ED visits/1000 patients were reduced by 26% and 21% in the Intent to Treat and Users groups, respectively. Hospital admissions/1000 patients were reduced by 46% in the Intent to Treat group and by 38% in the Users group. Discussion: For patients in care coordination, having access to patient portals may improve access to providers and health data that lead to improvements in patients’ functional status and reduce high-cost healthcare utilization, but it does not seem to improve self-efficacy, perception of health state, or experience with primary care practices. Conclusion: In this study, the use of patient portals improved functional status and reduced high-cost healthcare utilization in patients with chronic conditions. PMID:28203611

  18. Improvement of Experiment Planning as an Important Precondition for the Quality of Educational Research

    ERIC Educational Resources Information Center

    Rutkiene, Ausra; Tereseviciene, Margarita

    2010-01-01

    The article presents the stages of the experiment planning that are necessary to ensure the validity and reliability of it. The research data reveal that doctoral students of Educational Research approach the planning of the experiment as the planning of the whole dissertation research; and the experiment as a research method is often confused…

  19. Understanding and improving lithium ion batteries through mathematical modeling and experiments

    NASA Astrophysics Data System (ADS)

    Deshpande, Rutooj D.

    There is an intense, worldwide effort to develop durable lithium ion batteries with high energy and power densities for a wide range of applications, including electric and hybrid electric vehicles. For improvement of battery technology understanding the capacity fading mechanism in batteries is of utmost importance. Novel electrode material and improved electrode designs are needed for high energy- high power batteries with less capacity fading. Furthermore, for applications such as automotive applications, precise cycle-life prediction of batteries is necessary. One of the critical challenges in advancing lithium ion battery technologies is fracture and decrepitation of the electrodes as a result of lithium diffusion during charging and discharging operations. When lithium is inserted in either the positive or negative electrode, there is a volume change associated with insertion or de-insertion. Diffusion-induced stresses (DISs) can therefore cause the nucleation and growth of cracks, leading to mechanical degradation of the batteries. With different mathematical models we studied the behavior of diffusion induces stresses and effects of electrode shape, size, concentration dependent material properties, pre-existing cracks, phase transformations, operating conditions etc. on the diffusion induced stresses. Thus we develop tools to guide the design of the electrode material with better mechanical stability for durable batteries. Along with mechanical degradation, chemical degradation of batteries also plays an important role in deciding battery cycle life. The instability of commonly employed electrolytes results in solid electrolyte interphase (SEI) formation. Although SEI formation contributes to irreversible capacity loss, the SEI layer is necessary, as it passivates the electrode-electrolyte interface from further solvent decomposition. SEI layer and diffusion induced stresses are inter-dependent and affect each-other. We study coupled chemical

  20. Six winters of photometry from Dome C, Antarctica: challenges, improvements, and results from the ASTEP experiment

    NASA Astrophysics Data System (ADS)

    Crouzet, N.; Mékarnia, D.; Guillot, T.; Abe, L.; Agabi, A.; Rivet, J.-P.; Gonçalves, I.; Schmider, F.-X.; Daban, J.-B.; Fanteï-Caujolle, Y.; Gouvret, C.; Bayliss, D. D. R.; Zhou, G.; Aristidi, E.; Fruth, T.; Erikson, A.; Rauer, H.; Szulágyi, J.; Bondoux, E.; Challita, Z.; Pouzenc, C.; Fressin, F.; Valbousquet, F.; Barbieri, M.; Blazit, A.; Bonhomme, S.; Bouchy, F.; Gerakis, J.; Bouchez, G.

    2016-08-01

    ASTEP (Antarctica Search for Transiting ExoPlanets) is a pilot project that aims at searching and characterizing transiting exoplanets from Dome C in Antarctica and to qualify this site for photometry in the visible. Two instruments were installed at Dome C and ran for six winters in total. The analysis of the collected data is nearly complete. We present the operation of the instruments, and the technical challenges, limitations, and possible solutions in light of the data quality. The instruments performed continuous observations during the winters. Human interventions are required mainly for regular inspection and ice dust removal. A defrosting system is efficient at preventing and removing ice on the mirrors. The PSF FWHM is 4.5 arcsec on average which is 2.5 times larger than the specification, and is highly variable; the causes are the poor ground-level seeing, the turbulent plumes generated by the heating system, and to a lower extent the imperfect optical alignment and focusing, and some astigmatism. We propose solutions for each of these aspects that would largely increase the PSF stability. The astrometric and guiding precisions are satisfactory and would deserve only minor improvements. Major issues are encountered with the camera shutter which did not close properly after two winters; we minimized this issue by heating the shutter and by developing specific image calibration algorithms. Finally, we summarize the site testing and science results obtained with ASTEP. Overall, the ASTEP experiment will serve as a basis to design and operate future optical and near-infrared telescopes in Antarctica.

  1. In-vivo classification of colorectal neoplasia using high-resolution microendoscopy: improvement with experience

    PubMed Central

    Parikh, Neil D.; Perl, Daniel; Lee, Michelle H.; Chang, Shannon S; Polydorides, Alexandros D.; Moshier, Erin; Godbold, James; Zhou, Elinor; Mitcham, Josephine; Richards-Kortum, Rebecca; Anandasabapathy, Sharmila

    2015-01-01

    Background and Aims High-resolution microendoscopy (HRME) is a novel, low-cost “optical biopsy” technology that allows for subcellular imaging. The study aim was to evaluate the learning curve of HRME for the differentiation of neoplastic from non-neoplastic colorectal polyps. Methods In a prospective cohort fashion, a total of 162 polyps from 97 patients at a single tertiary care center were imaged by HRME and classified in real-time as neoplastic (adenomatous, cancer) or non-neoplastic (normal, hyperplastic, inflammatory). Histopathology was the gold standard for comparison. Diagnostic accuracy was examined at three intervals over time throughout the study; the initial interval included the first 40 polyps, the middle interval included the next 40 polyps examined, and the final interval included the last 82 polyps examined. Results Sensitivity increased significantly from the initial interval (50%) to the middle interval (94%, p = 0.02) and the last interval (97%, p = 0.01). Similarly, specificity was 69% for the initial interval but increased to 92% (p = 0.07) in the middle interval and 96% (p = 0.02) in the last interval. Overall accuracy was 63% for the initial interval and then improved to 93% (p = 0.003) in the middle interval and 96% (p = 0.0007) in the last interval. Conclusions In conclusion, this in-vivo study demonstrates that an endoscopist without prior colon HRME experience can achieve greater than 90% accuracy for identifying neoplastic colorectal polyps after 40 polyps imaged. HRME is a promising modality to complement white-light endoscopy in differentiating neoplastic from non-neoplastic colorectal polyps. PMID:25753782

  2. Voltage sag analysis peaks customer service

    SciTech Connect

    Steciuk, P.B.; Redmon, J.R.

    1996-10-01

    Voltage sags are momentary dips in voltage that may cause misoperations to the utility customers` sensitive loads. These misoperations may only be an annoyance to the residential sector, but, on the industrial and commercial front, they can cost millions of dollars each year. This cost can and probably will negatively affect electric utilities in the evolving competitive market as utility customers look for alternate suppliers of electric power. Voltage sags are usually caused by remote power system faults associated with equipment failures or temporary faults caused by lightning, animals, or other acts of nature. It is impossible to eliminate all of these faults and associated voltage sags, but an improvement can be achieved through system modifications on both the utility system and the industrial or commercial power system. The evaluation of these system modifications was difficult in the past, but a voltage sag analysis program developed by Power Technologies, Inc. (PTI) has simplified the task. The program uses methodologies developed for the update of the IEEE Gold Book (IEEE Standard 493, Recommended Practice for the Design of Reliable Industrial and Commercial Power Systems). The results of this sag analysis program form the basis of possible future cost-benefit analysis enabling utilities and utility customers to make the most economic system modification.

  3. Data Mining for Customer Segmentation in Personal Financial Market

    NASA Astrophysics Data System (ADS)

    Wang, Guoxun; Li, Fang; Zhang, Peng; Tian, Yingjie; Shi, Yong

    The personal financial market segmentation plays an important role in retail banking. It is widely admitted that there are a lot of limitations of conventional ways in customer segmentation, which are knowledge based and often get bias results. In contrast, data mining can deal with mass of data and never miss any useful knowledge. Due to the mass storage volume of unlabeled transaction data, in this paper, we propose a clustering ensemble method based on majority voting mechanism and two alternative manners to further enhance the performance of customer segmentation in real banking business. Through the experiments and examinations in real business environment, we can come to a conclusion that our model reflect the true characteristics of various types of customers and can be used to find the investment preferences of customers.

  4. Simulation-guided cardiac auscultation improves medical students' clinical skills: the Pavia pilot experience.

    PubMed

    Perlini, Stefano; Salinaro, Francesco; Santalucia, Paola; Musca, Francesco

    2014-03-01

    Clinical evaluation is the cornerstone of any cardiac diagnosis, although excessive over-specialisation often leads students to disregard the value of clinical skills, and to overemphasize the approach to instrumental cardiac diagnosis. Time restraints, low availability of "typical" cardiac patients on whom to perform effective bedside teaching, patients' respect and the underscoring of the value of clinical skills all lead to a progressive decay in teaching. Simulation-guided cardiac auscultation may improve clinical training in medical students and residents. Harvey(©) is a mannequin encompassing more than 50 cardiac diagnoses that was designed and developed at the University of Miami (Florida, USA). One of the advantages of Harvey(©) simulation resides in the possibility of listening, comparing and discussing "real" murmurs. To objectively assess its teaching performance, the capability to identify five different cardiac diagnoses (atrial septal defect, normal young subject, mitral stenosis with tricuspid regurgitation, chronic mitral regurgitation, and pericarditis) out of more than 50 diagnostic possibilities was assessed in 523 III-year medical students (i.e. at the very beginning of their clinical experience), in 92 VI-year students, and in 42 residents before and after a formal 10-h teaching session with Harvey(©). None of them had previously experienced simulation-based cardiac auscultation in addition to formal lecturing (all three groups) and bedside teaching (VI-year students and residents). In order to assess the "persistence" of the acquired knowledge over time, the test was repeated after 3 years in 85 students, who did not repeat the formal 10-h teaching session with Harvey(©) after the III year. As expected, the overall response was poor in the "beginners" who correctly identified 11.0 % of the administered cardiac murmurs. After simulation-guided training, the ability to recognise the correct cardiac diagnoses was much better (72.0 %; p < 0

  5. Leadership experiences for baccalaureate nursing students: improving quality in a nurse-managed rural health clinic.

    PubMed

    Sherrod, Roy Ann; Morrison, Ruby Shaw

    2008-01-01

    Nurse educators need practical, effective methods to help nursing students understand the importance of quality improvement activities and their relationship to the financial viability of organizations. This article describes a project designed to provide students with an opportunity to apply quality improvement principles in a rural, nurse-managed clinic with the ultimate goal of improving potential reimbursement for services through improved documentation. Implications for students, nurse educators, and rural clinics are provided.

  6. Courtesy in caring. The patient as customer.

    PubMed

    DeBaca, V

    1990-01-01

    If you were paying $500 a night for a hotel room,. would you be happy if you were told you would be sharing it with a stranger? While such a question cannot be literally asked about a hospital experience, metaphorically it can be--and is--asked every time a patient enters a hospital. The idea of patient-as-consumer is not longer just another trendy concept but an integral part of the way many hospitals do business, and it's the hospital manager's responsibility to ensure the customer's satisfaction.

  7. 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…

  8. Doing it differently: attempts to improve Millikan's oil-drop experiment

    NASA Astrophysics Data System (ADS)

    Heering, Peter; Klassen, Stephen

    2010-07-01

    Millikan's oil-drop experiment is one of the classic experiments from the history of physics. Due to its content (the determination of the elementary charge) it is also among those experiments that are frequently used and discussed in teaching situations. Disappointingly, a review of the educational literature on this experiment reveals that its implementation in teaching situations is not especially successful. Using a collaborative approach, we have attempted to develop an understanding of the difficulties that students encounter with this experiment. In our approach, apart from evaluating students' lab reports, we used questionnaires and semi-structured interviews. Additionally, we have used the historical development of the oil-drop experiment as a resource for restructuring the educational use of the experiment, and we have attempted to develop a more thorough understanding of the experiment through an analysis of the data generated in the experiment and its mathematical treatment. As a result, we suggest a different use of the apparatus that appears to result in less frustration of the students as well as a better understanding of the experiment and its difficulties by the students.

  9. New customer service system saves $500,000 a year

    SciTech Connect

    Hansin, T.

    1995-03-01

    Washington Water Power (WWP) expects to have more than $500,000 a year with a new customer service system that will also improve collections, reduce unbilled revenue and streamline work procedures. The system was jointly developed by the utility and EDS, the Dallas-based information services company. EDS is in the second year of a 10-year outsourcing contract to perform WWP`s information services function. One of the major benefits of the new system is that almost any information necessary to answer customer questions is available at the service representative`s fingertips. The customer service system (CSS) was built using advanced object-oriented design and is designed in three layers: a presentation layer, which is what the user sees on the screen; a business layer, which contains all the rules and procedures that pertain to a particular business function; and a data layer, which contains the data-base files. The new system provides an opportunity for WWP to improve the levels of customer service and has been beneficial to both WWP`s customers and customer service representatives.

  10. Custom hip prostheses by integrating CAD and casting technology

    NASA Astrophysics Data System (ADS)

    Silva, Pedro F.; Leal, Nuno; Neto, Rui J.; Lino, F. Jorge; Reis, Ana

    2012-09-01

    Total Hip Arthroplasty (THA) is a surgical intervention that is being achieving high rates of success, leaving room to research on long run durability, patient comfort and costs reduction. Even so, up to the present, little research has been done to improve the method of manufacturing customized prosthesis. The common customized prostheses are made by full machining. This document presents a different approach methodology which combines the study of medical images, through CAD (Computer Aided Design) software, SLadditive manufacturing, ceramic shell manufacture, precision foundry with Titanium alloys and Computer Aided Manufacturing (CAM). The goal is to achieve the best comfort for the patient, stress distribution and the maximum lifetime of the prosthesis produced by this integrated methodology. The way to achieve this desiderate is to make custom hip prosthesis which are adapted to each patient needs and natural physiognomy. Not only the process is reliable, but also represents a cost reduction comparing to the conventional full machined custom hip prosthesis.

  11. 47 CFR 32.6623 - Customer services.

    Code of Federal Regulations, 2013 CFR

    2013-10-01

    ... 47 Telecommunication 2 2013-10-01 2013-10-01 false Customer services. 32.6623 Section 32.6623... FOR TELECOMMUNICATIONS COMPANIES Instructions for Expense Accounts § 32.6623 Customer services. (a... includes: (1) Initiating customer service orders and records; (2) Maintaining and billing customer...

  12. 47 CFR 32.6623 - Customer services.

    Code of Federal Regulations, 2012 CFR

    2012-10-01

    ... 47 Telecommunication 2 2012-10-01 2012-10-01 false Customer services. 32.6623 Section 32.6623... FOR TELECOMMUNICATIONS COMPANIES Instructions for Expense Accounts § 32.6623 Customer services. (a... includes: (1) Initiating customer service orders and records; (2) Maintaining and billing customer...

  13. 47 CFR 32.6623 - Customer services.

    Code of Federal Regulations, 2014 CFR

    2014-10-01

    ... 47 Telecommunication 2 2014-10-01 2014-10-01 false Customer services. 32.6623 Section 32.6623... FOR TELECOMMUNICATIONS COMPANIES Instructions for Expense Accounts § 32.6623 Customer services. (a... includes: (1) Initiating customer service orders and records; (2) Maintaining and billing customer...

  14. 47 CFR 32.6623 - Customer services.

    Code of Federal Regulations, 2011 CFR

    2011-10-01

    ... 47 Telecommunication 2 2011-10-01 2011-10-01 false Customer services. 32.6623 Section 32.6623... FOR TELECOMMUNICATIONS COMPANIES Instructions for Expense Accounts § 32.6623 Customer services. (a... includes: (1) Initiating customer service orders and records; (2) Maintaining and billing customer...

  15. 47 CFR 32.6623 - Customer services.

    Code of Federal Regulations, 2010 CFR

    2010-10-01

    ... 47 Telecommunication 2 2010-10-01 2010-10-01 false Customer services. 32.6623 Section 32.6623... FOR TELECOMMUNICATIONS COMPANIES Instructions for Expense Accounts § 32.6623 Customer services. (a... includes: (1) Initiating customer service orders and records; (2) Maintaining and billing customer...

  16. 27 CFR 27.185 - Customs release.

    Code of Federal Regulations, 2010 CFR

    2010-04-01

    ... 27 Alcohol, Tobacco Products and Firearms 1 2010-04-01 2010-04-01 false Customs release. 27.185... Distilled Spirits From Customs Custody Free of Tax for Use of the United States § 27.185 Customs release. (a) Upon receipt of appropriate customs entry and a photocopy of a permit, Form 5150.33 or...

  17. 7 CFR 1207.313 - Customs Service.

    Code of Federal Regulations, 2010 CFR

    2010-01-01

    ... 7 Agriculture 10 2010-01-01 2010-01-01 false Customs Service. 1207.313 Section 1207.313... PLAN Potato Research and Promotion Plan Definitions § 1207.313 Customs Service. Customs Service means the United States Customs Service of the United States Department of the Treasury. National...

  18. 7 CFR 1260.129 - Customs Service.

    Code of Federal Regulations, 2010 CFR

    2010-01-01

    ... 7 Agriculture 10 2010-01-01 2010-01-01 false Customs Service. 1260.129 Section 1260.129... Promotion and Research Order Definitions § 1260.129 Customs Service. Customs Service means the United States Customs Service of the United States Department of the Treasury....

  19. 7 CFR 1206.4 - Customs.

    Code of Federal Regulations, 2010 CFR

    2010-01-01

    ... 7 Agriculture 10 2010-01-01 2010-01-01 false Customs. 1206.4 Section 1206.4 Agriculture... INFORMATION Mango Promotion, Research, and Information Order Definitions § 1206.4 Customs. Customs means the Customs and Border Protection of the U.S. Department of Homeland Security....

  20. 7 CFR 1230.7 - Customs Service.

    Code of Federal Regulations, 2010 CFR

    2010-01-01

    ... 7 Agriculture 10 2010-01-01 2010-01-01 false Customs Service. 1230.7 Section 1230.7 Agriculture... CONSUMER INFORMATION Pork Promotion, Research, and Consumer Information Order Definitions § 1230.7 Customs Service. Customs Service means the United States Customs Service of the United States Department...

  1. 32 CFR 637.6 - Customs investigations.

    Code of Federal Regulations, 2010 CFR

    2010-07-01

    ... 32 National Defense 4 2010-07-01 2010-07-01 true Customs investigations. 637.6 Section 637.6... CRIMINAL INVESTIGATIONS MILITARY POLICE INVESTIGATION Investigations § 637.6 Customs investigations. (a) Customs violations will be investigated as prescribed in AR 190-41. When customs authorities...

  2. 7 CFR 1221.7 - Customs.

    Code of Federal Regulations, 2010 CFR

    2010-01-01

    ... 7 Agriculture 10 2010-01-01 2010-01-01 false Customs. 1221.7 Section 1221.7 Agriculture... INFORMATION ORDER Sorghum Promotion, Research, and Information Order Definitions § 1221.7 Customs. Customs means the U.S. Customs and Border Protection of the U.S. Department of Homeland Security....

  3. 7 CFR 795.16 - Custom farming.

    Code of Federal Regulations, 2010 CFR

    2010-01-01

    ... 7 Agriculture 7 2010-01-01 2010-01-01 false Custom farming. 795.16 Section 795.16 Agriculture... PROVISIONS COMMON TO MORE THAN ONE PROGRAM PAYMENT LIMITATION General § 795.16 Custom farming. (a) Custom... agricultural chemicals by firms regularly engaged in such businesses shall not be regarded as custom farming....

  4. A Measurement of Civil Engineering Customer Satisfaction.

    DTIC Science & Technology

    1987-09-01

    16 Response to Complaints .................................. 17 Measuring Customer Satisfaction .............................. 19...primarily because customer satisfaction is difficult to measure. There are no formal mechanisms for measuring customer satisfaction or identifying the...for measuring customer satisfaction (2:101-102). Many service writers, such as Peters and Czepiel, offer the success stories of some of America’s

  5. The Utah Beacon Experience: Integrating Quality Improvement, Health Information Technology, and Practice Facilitation to Improve Diabetes Outcomes in Small Health Care Facilities

    PubMed Central

    Tennison, Janet; Rajeev, Deepthi; Woolsey, Sarah; Black, Jeff; Oostema, Steven J.; North, Christie

    2014-01-01

    Purpose: The Utah Improving Care through Connectivity and Collaboration (IC3) Beacon community (2010–2013) was spearheaded by HealthInsight, a nonprofit, community-based organization. One of the main objectives of IC3 was to improve health care provided to patients with diabetes in three Utah counties, collaborating with 21 independent smaller clinics and two large health care enterprises. This paper will focus on the use of health information technology (HIT) and practice facilitation to develop and implement new care processes to improve clinic workflow and ultimately improve patients’ diabetes outcomes at 21 participating smaller, independent clinics. Innovation: Early in the project, we learned that most of the 21 clinics did not have the resources needed to successfully implement quality improvement (QI) initiatives. IC3 helped clinics effectively use data generated from their electronic health records (EHRs) to design and implement interventions to improve patients’ diabetes outcomes. This close coupling of HIT, expert practice facilitation, and Learning Collaboratives was found to be especially valuable in clinics with limited resources. Findings: Through this process we learned that (1) an extensive readiness assessment improved clinic retention, (2) clinic champions were important for a successful collaboration, and (3) current EHR systems have limited functionality to assist in QI initiatives. In general, smaller, independent clinics lack knowledge and experience with QI and have limited HIT experience to improve patient care using electronic clinical data. Additionally, future projects like IC3 Beacon will be instrumental in changing clinic culture so that QI is integrated into routine workflow. Conclusion and Discussion: Our efforts led to significant changes in how practice staff optimized their EHRs to manage and improve diabetes care, while establishing the framework for sustainability. Some of the IC3 Beacon practices are currently smoothly

  6. Web Evaluation at the US National Institutes of Health: Use of the American Customer Satisfaction Index Online Customer Survey

    PubMed Central

    Siegel, Elliot R; Feldman, Sue; Love, Cynthia B; Rodrigues, Dennis; Malamud, Mark; Lagana, Marie; Crafts, Jennifer

    2008-01-01

    broad cross-section of websites participated, and a majority reported significant benefits and new knowledge gained from the ACSI survey results. NIH websites as a group scored consistently higher on overall customer satisfaction relative to US government-wide and private sector benchmarks. Conclusions Overall, the enterprise-wide experiment was successful. On the level of individual websites, the project confirmed the value of online customer surveys as a Web evaluation method. The evaluation results indicated that successful use of the ACSI, whether site-by-site or enterprise-wide, depends in large part on strong staff and management support and adequate funding and time for the use of such evaluative methods. In the age of Web-based e-government, a broad commitment to Web evaluation may well be needed. This commitment would help assure that the potential of the Web and other information technologies to improve customer and citizen satisfaction is fully realized. PMID:18276580

  7. Design and customization of telemedicine systems.

    PubMed

    Martínez-Alcalá, Claudia I; Muñoz, Mirna; Monguet-Fierro, Josep

    2013-01-01

    In recent years, the advances in information and communication technology (ICT) have resulted in the development of systems and applications aimed at supporting rehabilitation therapy that contributes to enrich patients' life quality. This work is focused on the improvement of the telemedicine systems with the purpose of customizing therapies according to the profile and disability of patients. For doing this, as salient contribution, this work proposes the adoption of user-centered design (UCD) methodology for the design and development of telemedicine systems in order to support the rehabilitation of patients with neurological disorders. Finally, some applications of the UCD methodology in the telemedicine field are presented as a proof of concept.

  8. Nonprofits: check your attention to customers.

    PubMed

    Andreasen, A R

    1982-01-01

    Nonprofit organizations chronically face financial difficulties. Now the situation has worsened because they are being squeezed between the uncertain economic climate and cutbacks in government support. While the managers of these institutions may think that they have already tried everything possible, more than ever they must be innovative in developing additional funding sources. As Mr. Andreasen argues, most nonprofits have failed to exploit marketing techniques which can build support from users or customers that leads to improved cash flow. The author contends that managers of nonprofit organizations focus too closely on their products or services; he admonishes them to give more attention to the needs and wants of their consumers.

  9. Determining Gram-Equivalent Mass by Evolution of Hydrogen: An Improved Experiment.

    ERIC Educational Resources Information Center

    Hopper, Marlon E.

    1993-01-01

    Describes an experiment where the gram-equivalent mass of an unknown metal is determined by reacting the metal with dilute hydrochloric acid and collecting the evolved gas over water. This simple, reliable experiment routinely gives results within 1% of the accepted value. (PR)

  10. Simulated and Virtual Science Laboratory Experiments: Improving Critical Thinking and Higher-Order Learning Skills

    ERIC Educational Resources Information Center

    Simon, Nicole A.

    2013-01-01

    Virtual laboratory experiments using interactive computer simulations are not being employed as viable alternatives to laboratory science curriculum at extensive enough rates within higher education. Rote traditional lab experiments are currently the norm and are not addressing inquiry, Critical Thinking, and cognition throughout the laboratory…

  11. Improving Generalizations from Experiments Using Propensity Score Subclassification: Assumptions, Properties, and Contexts

    ERIC Educational Resources Information Center

    Tipton, Elizabeth

    2013-01-01

    As a result of the use of random assignment to treatment, randomized experiments typically have high internal validity. However, units are very rarely randomly selected from a well-defined population of interest into an experiment; this results in low external validity. Under nonrandom sampling, this means that the estimate of the sample average…

  12. Using Propensity Score Matching Methods to Improve Generalization from Randomized Experiments

    ERIC Educational Resources Information Center

    Tipton, Elizabeth

    2011-01-01

    The main result of an experiment is typically an estimate of the average treatment effect (ATE) and its standard error. In most experiments, the number of covariates that may be moderators is large. One way this issue is typically skirted is by interpreting the ATE as the average effect for "some" population. Cornfield and Tukey (1956)…

  13. Improving the International Student Experience in Australia through Embedded Peer Mentoring

    ERIC Educational Resources Information Center

    Outhred, Tim; Chester, Andrea

    2013-01-01

    As Australia endeavors to sustain growth of its international education industry, there have been major concerns regarding the experience of international students. This review examines the international student experience in Australia, particularly issues surrounding study-work-life balance (SWLB), acculturation, health, and well-being. The…

  14. The silent customers: measuring customer satisfaction in nursing homes.

    PubMed

    Kleinsorge, I K; Koenig, H F

    1991-12-01

    Nursing home administrators concerned with customer satisfaction and quality of care need a tool to assess and monitor ongoing satisfaction of nursing home residents and family members. The authors report a preliminary effort to develop such a survey using focus groups.

  15. Customer-centered problem solving.

    PubMed

    Samelson, Q B

    1999-11-01

    If there is no single best way to attract new customers and retain current customers, there is surely an easy way to lose them: fail to solve the problems that arise in nearly every buyer-supplier relationship, or solve them in an unsatisfactory manner. Yet, all too frequently, companies do just that. Either we deny that a problem exists, we exert all our efforts to pin the blame elsewhere, or we "Band-Aid" the problem instead of fixing it, almost guaranteeing that we will face it again and again.

  16. Employee and customer satisfaction in healthcare.

    PubMed

    Jackson, Todd; Wood, Ben D

    2010-01-01

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

  17. Improving Quality of Life and Career Attitudes of Youth with Disabilities: Experiences from the Adolescent Employment Readiness Center

    ERIC Educational Resources Information Center

    Wolf-Branigin, Michael; Schuyler, Vincent; White, Patience

    2007-01-01

    Improving quality of life is the primary focus as adolescents with disabilities enter adulthood. They increasingly, however, encounter difficulties transitioning into domains such as employment as these services occur near the end of their high school experience. Using an ecosystems model within a developmental approach, the program sought to…

  18. Changes in operational procedures to improve spaceflight experiments in plant biology in the European Modular Cultivation System

    NASA Astrophysics Data System (ADS)

    Kiss, John Z.; Aanes, Gjert; Schiefloe, Mona; Coelho, Liz H. F.; Millar, Katherine D. L.; Edelmann, Richard E.

    2014-03-01

    The microgravity environment aboard orbiting spacecraft has provided a unique laboratory to explore topics in basic plant biology as well as applied research on the use of plants in bioregenerative life support systems. Our group has utilized the European Modular Cultivation System (EMCS) aboard the International Space Station (ISS) to study plant growth, development, tropisms, and gene expression in a series of spaceflight experiments. The most current project performed on the ISS was termed Seedling Growth-1 (SG-1) which builds on the previous TROPI (for tropisms) experiments performed in 2006 and 2010. Major technical and operational changes in SG-1 (launched in March 2013) compared to the TROPI experiments include: (1) improvements in lighting conditions within the EMCS to optimize the environment for phototropism studies, (2) the use of infrared illumination to provide high-quality images of the seedlings, (3) modifications in procedures used in flight to improve the focus and overall quality of the images, and (4) changes in the atmospheric conditions in the EMCS incubator. In SG-1, a novel red-light-based phototropism in roots and hypocotyls of seedlings that was noted in TROPI was confirmed and now can be more precisely characterized based on the improvements in procedures. The lessons learned from sequential experiments in the TROPI hardware provide insights to other researchers developing space experiments in plant biology.

  19. The four faces of mass customization.

    PubMed

    Gilmore, J H; Pine, B J

    1997-01-01

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

  20. External Technical Support for School Improvement: Critical Issues from the Chilean Experience

    ERIC Educational Resources Information Center

    Osses, Alejandra; Bellei, Cristián; Valenzuela, Juan Pablo

    2015-01-01

    To what extent school improvement processes can be initiated and sustained from the outside has been a relevant question for policy-makers seeking to increase quality in education. Since 2008, the Chilean Government is strongly promoting the use of external technical support (ETS) services to support school improvement processes, as part of the…

  1. The Holgarth School Improvement Experience Part III: The Peer Review Visit.

    ERIC Educational Resources Information Center

    Bitter, Dave; Heath, Jay; Baron, Mark

    2002-01-01

    Describes a peer review visit to a fictitious high school using the North Central Association Commission on Accreditation and School Improvement (NCA-CASI) Performance Accreditation Framework and School Improvement Process. From the perspective of a steering committee member, describes the peer review team orientation, meetings and interviews, and…

  2. An Electric Power Purchase Strategy for Bilateral Contracts Focusing on Reliability of Customers

    NASA Astrophysics Data System (ADS)

    Niioka, Satoru; Yokoyama, Ryuichi

    With introducing the competitive electrical power market, large-scale customers can select electric power suppliers. Customers need to consider not only the economical efficiency but also reliability, to decide the amount of electrical power to purchase. This paper develops an economic electric power purchase strategy for customers focusing on reliability. A bilateral contract model expressing electric power suppliers as generators with a forced outage rate is proposed and introduced to assess potential outage risks of the bilateral contract between an electric power supplier and a customer. The outage-related cost, consisting of potential outage risks and the estimated outage cost, is also proposed and introduced as an index of the reliability on the customer side, and an optimal reliability level of a customer is obtained by using the index. Several numerical examples demonstrate the availability of the proposed electric power purchase decision method and reliability improvement strategies for customers are discussed.

  3. Utility of Gel Nails in Improving the Appearance of Cosmetically Disfigured Nails: Experience with 25 Cases

    PubMed Central

    Nanda, Soni; Grover, Chander

    2014-01-01

    Background: Gel nails are a commonly used cosmetic procedure, though their use by dermatologists has not been evaluated. These can be used to improve the appearance of cosmetically disfigured nails where other treatment options have failed; the condition is self-limiting or irreversible; or to camouflage the dystrophy until healing. Materials and Methods: A prospective, uncontrolled, open-label study on 25 participants presenting with cosmetically disfigured nails was undertaken. Mycologically negative, consenting patients with various nail plate surface abnormalities like trachyonychia (n =8); superficial pitting (n =6); onychorrhexis (n =4); superficial pitting with onychoschizia (n =3); Beau's lines (n =3) and pterygium (n =1) were included. The patients received gel nail application using Ranara gel nail kit®. Extra care was taken to avoid any damage to cuticle. Standard pre- and post-treatment photographs were taken to assess improvement. Patient satisfaction score (1-10); Global assessment score of improvement (no improvement to excellent improvement) and any side effects reported were recorded. Results: The average age of treated patients was 30.44±11.39 years (range 18-60 years). A total of 69 nails were treated (average of 2.76 per patient). Post-procedure, the average patient satisfaction score was 9.08 ± 0.86 (range 7-10). The Global assessment showed excellent improvement (40% cases); good improvement (56% cases) and mild improvement in the single case of pterygium treated. Conclusions: The use of Gel nails in patients with cosmetically disfiguring nail plate surface abnormalities (like trachyonychia, onychoschizia, pitting, etc.) was found to produce good to excellent improvement in most of the cases. The patient satisfaction with the procedure was rated as high. This, coupled with absence of side effects, make gel nails a valuable tool in improving cosmesis and satisfaction among patients presenting with nail plate surface abnormalities. Further

  4. Research of Customized Aortic Stent Graft Manufacture

    NASA Astrophysics Data System (ADS)

    Zhang, Lei; Chen, Xin; Liu, Muhan

    2017-03-01

    Thoracic descending aorta diseases include aortic dissection and aortic aneurysm, of which the natural mortality rate is extremely high. At present, endovascular aneurysm repair (EVAR) has been widely used as an effective means for the treatment of descending aortic disease. Most of the existing coating stents are standard design, which are unable to meet the size or structure of different patients. As a result, failure of treatment would be caused by dimensional discrepancy between stent and vessels, which could lead to internal leakage or rupture of blood vessels. Therefore, based on rapid prototyping sacrificial core – coating forming (RPSC-CF), a customized aortic stent graft manufactured technique has been proposed in this study. The aortic stent graft consists of film and metallic stent, so polyether polyurethane (PU) and nickel-titanium (NiTi) shape memory alloy with good biocompatibility were chosen. To minimum film thickness without degrading performance, effect of different dip coating conditions on the thickness of film were studied. To make the NiTi alloy exhibit super-elasticity at body temperature (37°C), influence of different heat treatment conditions on austenite transformation temperature (Af) and mechanical properties were studied. The results show that the customized stent grafts could meet the demand of personalized therapy, and have good performance in blasting pressure and radial support force, laying the foundation for further animal experiment and clinical experiment.

  5. Customer Service/Telephone Communications.

    ERIC Educational Resources Information Center

    Fletcher, Karen

    This document is the facilitator's edition of a curriculum designed to be presented as a four-session workshop for customer service and credit department employees of a manufacturing company. It was developed by educators from the Emily Griffith Opportunity School. The workshop is designed around a basic communication model incorporating the three…

  6. Custom Search Engines: Tools & Tips

    ERIC Educational Resources Information Center

    Notess, Greg R.

    2008-01-01

    Few have the resources to build a Google or Yahoo! from scratch. Yet anyone can build a search engine based on a subset of the large search engines' databases. Use Google Custom Search Engine or Yahoo! Search Builder or any of the other similar programs to create a vertical search engine targeting sites of interest to users. The basic steps to…

  7. Custom Orthotics Changed My Life

    ERIC Educational Resources Information Center

    Holeton, Richard

    2010-01-01

    The narrator relates his life's downward spiral and miraculous rebound from severe foot problems using animated bullet points, images, charts, and graphs. "Custom Orthotics Changed My Life" is a work of presentation fiction, or slideshow fiction, in the form of a video with an original soundtrack. The music was composed by David Kettler, a…

  8. Customer Service & Team Problem Solving.

    ERIC Educational Resources Information Center

    Martin, Sabrina Budasi

    This curriculum guide provides materials for a six-session, site-specific training course in customer service and team problem solving for the Claretian Medical Center. The course outline is followed the six lesson plans. Components of each lesson plan include a list of objectives, an outline of activities and discussion topics for the lesson,…

  9. Customer Satisfaction with Training Programs.

    ERIC Educational Resources Information Center

    Mulder, Martin

    2001-01-01

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

  10. Discussion series on PURPA related topics: information to customers

    SciTech Connect

    Sturgeon, J I

    1980-08-01

    This volume relates primarily to Time-of-Day rates standard, PURPA IB(d)3, and deals with the content and methods of providing rate and conservation information to customers when Time-of-Day rates are used. Information to customers in the Demonstration and Pilot Projects fell mainly into four categories: administrative communications; explanations of new rate structures; information and advice on load management; and facts, recommendations and encouragements about energy conservation and end-use improvement. Administrative communications were about such matters as the existence of Projects, their funding, their periods of performance, the selection of their test customers, conditions of participation, procedural changes during the tests, and the time and conditions of ending the tests. These communications were important to good customer cooperation. All Demonstration Projects devoted considerable effort to the crucial task of clearly explaining the rationale of Time-of-Use (TOU) pricing and the test rate structures. The Projects then presented the concept of TOU pricing as a means of (a) fairly charging customers the true cost of their electricity and (b) rewarding them for shifting consumption to times when costs are less. For the most part, Demonstration Projects gave specific information on the individual customer's own rate structure and none on any others that were under test. The information was presented in face-to-face interviews, group presentations, television, radio, and print media, and traveling exhibits. The results are evaluated. (LCL)

  11. How to achieve and prove performance improvement - 15 years of experience in German wastewater benchmarking.

    PubMed

    Bertzbach, F; Franz, T; Möller, K

    2012-01-01

    This paper shows the results of performance improvement, which have been achieved in benchmarking projects in the wastewater industry in Germany over the last 15 years. A huge number of changes in operational practice and also in achieved annual savings can be shown, induced in particular by benchmarking at process level. Investigation of this question produces some general findings for the inclusion of performance improvement in a benchmarking project and for the communication of its results. Thus, we elaborate on the concept of benchmarking at both utility and process level, which is still a necessary distinction for the integration of performance improvement into our benchmarking approach. To achieve performance improvement via benchmarking it should be made quite clear that this outcome depends, on one hand, on a well conducted benchmarking programme and, on the other, on the individual situation within each participating utility.

  12. Use of accelerating clinical improvement in reorganization of care: the Dartmouth-Hitchcock Medical Center experience.

    PubMed

    Kobokovich, L J

    1997-01-01

    Accelerating clinical improvement is a unique strategic method for accelerating the rate and effectiveness of improvements in strategically important clinical services. It promotes real reduction in the cost of service while preserving the quality and value within the system. Based on the components of process, value, benchmarking, change, and learning, the method can be used in any system or setting to produce value-driven change. Accelerating clinical improvement is being used within the Obstetrical Department of Dartmouth-Hitchcock Medical Center to decrease postpartum length of stay for families with spontaneous vaginal delivery. Familiarity with the method led to additional and ongoing improvements in the system. This method is important for nurses because it is continuous, multidisciplinary, addresses values of concern to families and providers, and is easily incorporated by nurse providers in any clinical setting.

  13. Improvement of Advanced Parkinson's Disease Manifestations with Deep Brain Stimulation of the Subthalamic Nucleus: A Single Institution Experience.

    PubMed

    Rabie, Ahmed; Verhagen Metman, Leo; Fakhry, Mazen; Eassa, Ayman Youssef Ezeldin; Fouad, Wael; Shakal, Ahmed; Slavin, Konstantin V

    2016-12-13

    We present our experience at the University of Illinois at Chicago (UIC) in deep brain stimulation (DBS) of the subthalamic nucleus (STN), describing our surgical technique, and reporting our clinical results, and morbidities. Twenty patients with advanced Parkinson's disease (PD) who underwent bilateral STN-DBS were studied. Patients were assessed preoperatively and followed up for one year using the Unified Parkinson's Disease Rating Scale (UPDRS) in "on" and "off" medication and "on" and "off" stimulation conditions. At one-year follow-up, we calculated significant improvement in all the motor aspects of PD (UPDRS III) and in activities of daily living (UPDRS II) in the "off" medication state. The "off" medication UPDRS improved by 49.3%, tremors improved by 81.6%, rigidity improved by 50.0%, and bradykinesia improved by 39.3%. The "off" medication UPDRS II scores improved by 73.8%. The Levodopa equivalent daily dose was reduced by 54.1%. The UPDRS IVa score (dyskinesia) was reduced by 65.1%. The UPDRS IVb score (motor fluctuation) was reduced by 48.6%. Deep brain stimulation of the STN improves the cardinal motor manifestations of the idiopathic PD. It also improves activities of daily living, and reduces medication-induced complications.

  14. Improvement of Advanced Parkinson’s Disease Manifestations with Deep Brain Stimulation of the Subthalamic Nucleus: A Single Institution Experience

    PubMed Central

    Rabie, Ahmed; Verhagen Metman, Leo; Fakhry, Mazen; Eassa, Ayman Youssef Ezeldin; Fouad, Wael; Shakal, Ahmed; Slavin, Konstantin V.

    2016-01-01

    We present our experience at the University of Illinois at Chicago (UIC) in deep brain stimulation (DBS) of the subthalamic nucleus (STN), describing our surgical technique, and reporting our clinical results, and morbidities. Twenty patients with advanced Parkinson’s disease (PD) who underwent bilateral STN-DBS were studied. Patients were assessed preoperatively and followed up for one year using the Unified Parkinson’s Disease Rating Scale (UPDRS) in “on” and “off” medication and “on” and “off” stimulation conditions. At one-year follow-up, we calculated significant improvement in all the motor aspects of PD (UPDRS III) and in activities of daily living (UPDRS II) in the “off” medication state. The “off” medication UPDRS improved by 49.3%, tremors improved by 81.6%, rigidity improved by 50.0%, and bradykinesia improved by 39.3%. The “off” medication UPDRS II scores improved by 73.8%. The Levodopa equivalent daily dose was reduced by 54.1%. The UPDRS IVa score (dyskinesia) was reduced by 65.1%. The UPDRS IVb score (motor fluctuation) was reduced by 48.6%. Deep brain stimulation of the STN improves the cardinal motor manifestations of the idiopathic PD. It also improves activities of daily living, and reduces medication-induced complications. PMID:27983589

  15. Economic consequences of improved temperature forecasts: An experiment with the Florida citrus growers (control group results). Executive summary. [weather forecasting

    NASA Technical Reports Server (NTRS)

    1977-01-01

    A demonstration experiment is being planned to show that frost and freeze prediction improvements are possible utilizing timely Synchronous Meteorological Satellite temperature measurements and that this information can affect Florida citrus grower operations and decisions so as to significantly reduce the cost for frost and freeze protection and crop losses. The design and implementation of the first phase of an economic experiment which will monitor citrus growers decisions, actions, costs and losses, and meteorological forecasts and actual weather events was carried out. The economic experiment was designed to measure the change in annual protection costs and crop losses which are the direct result of improved temperature forecasts. To estimate the benefits that may result from improved temperature forecasting capability, control and test groups were established with effective separation being accomplished temporally. The control group, utilizing current forecasting capability, was observed during the 1976-77 frost season and the results are reported. A brief overview is given of the economic experiment, the results obtained to date, and the work which still remains to be done.

  16. Evaluation of HEU-Beryllium Benchmark Experiments to Improve Computational Analysis of Space Reactors

    SciTech Connect

    Bess, John; Bledsoe, Keith C; Rearden, Bradley T

    2011-01-01

    An assessment was previously performed to evaluate modeling capabilities and quantify preliminary biases and uncertainties associated with the modeling methods and data utilized in designing a nuclear reactor such as a beryllium-reflected, highly-enriched-uranium (HEU)-O2 fission surface power (FSP) system for space nuclear power. The conclusion of the previous study was that current capabilities could preclude the necessity of a cold critical test of the FSP; however, additional testing would reduce uncertainties in the beryllium and uranium cross-section data and the overall uncertainty in the computational models. A series of critical experiments using HEU metal were performed in the 1960s and 1970s in support of criticality safety operations at the Y-12 Plant. Of the hundreds of experiments, three were identified as fast-fission configurations reflected by beryllium metal. These experiments have been evaluated as benchmarks for inclusion in the International Handbook of Evaluated Criticality Safety Benchmark Experiments (IHECSBE). Further evaluation of the benchmark experiments was performed using the sensitivity and uncertainty analysis capabilities of SCALE 6. The data adjustment methods of SCALE 6 have been employed in the validation of an example FSP design model to reduce the uncertainty due to the beryllium cross section data.

  17. Evaluation of HEU-Beryllium Benchmark Experiments to Improve Computational Analysis of Space Reactors

    SciTech Connect

    John D. Bess; Keith C. Bledsoe; Bradley T. Rearden

    2011-02-01

    An assessment was previously performed to evaluate modeling capabilities and quantify preliminary biases and uncertainties associated with the modeling methods and data utilized in designing a nuclear reactor such as a beryllium-reflected, highly-enriched-uranium (HEU)-O2 fission surface power (FSP) system for space nuclear power. The conclusion of the previous study was that current capabilities could preclude the necessity of a cold critical test of the FSP; however, additional testing would reduce uncertainties in the beryllium and uranium cross-section data and the overall uncertainty in the computational models. A series of critical experiments using HEU metal were performed in the 1960s and 1970s in support of criticality safety operations at the Y-12 Plant. Of the hundreds of experiments, three were identified as fast-fission configurations reflected by beryllium metal. These experiments have been evaluated as benchmarks for inclusion in the International Handbook of Evaluated Criticality Safety Benchmark Experiments (IHECSBE). Further evaluation of the benchmark experiments was performed using the sensitivity and uncertainty analysis capabilities of SCALE 6. The data adjustment methods of SCALE 6 have been employed in the validation of an example FSP design model to reduce the uncertainty due to the beryllium cross section data.

  18. 47 CFR 64.2005 - Use of customer proprietary network information without customer approval.

    Code of Federal Regulations, 2013 CFR

    2013-10-01

    ... (CONTINUED) COMMON CARRIER SERVICES (CONTINUED) MISCELLANEOUS RULES RELATING TO COMMON CARRIERS Customer... a telecommunications carrier provides different categories of service, and a customer subscribes to... the carrier's affiliated entities that provide a service offering to the customer. (2) If...

  19. Patient flow improvement for an ophthalmic specialist outpatient clinic with aid of discrete event simulation and design of experiment.

    PubMed

    Pan, Chong; Zhang, Dali; Kon, Audrey Wan Mei; Wai, Charity Sue Lea; Ang, Woo Boon

    2015-06-01

    Continuous improvement in process efficiency for specialist outpatient clinic (SOC) systems is increasingly being demanded due to the growth of the patient population in Singapore. In this paper, we propose a discrete event simulation (DES) model to represent the patient and information flow in an ophthalmic SOC system in the Singapore National Eye Centre (SNEC). Different improvement strategies to reduce the turnaround time for patients in the SOC were proposed and evaluated with the aid of the DES model and the Design of Experiment (DOE). Two strategies for better patient appointment scheduling and one strategy for dilation-free examination are estimated to have a significant impact on turnaround time for patients. One of the improvement strategies has been implemented in the actual SOC system in the SNEC with promising improvement reported.

  20. 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.

  1. Customer service in equine veterinary medicine.

    PubMed

    Blach, Edward L

    2009-12-01

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

  2. 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.

  3. 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

  4. 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

  5. Practice leaders programme: entrusting and enabling general practitioners to lead change to improve patient experience.

    PubMed

    Lynch, Marion; McFetridge, Nigel

    2011-01-01

    This program focused on practice-level service change as a means of improving patient care and developing leadership skills of 19 general practitioners (GPs) and aimed to: promote and support change in leadership thinking and practice, facilitate practice-led service improvement, support career development, support continuing professional development, and contribute to the development of extended GP specialty training. Nineteen GPs, in Milton Keynes, United Kingdom, both new and experienced, volunteered to participate. Milton Keynes was selected on the basis of it being an area of relative social deprivation and underperformance in national quality indicators. New and experienced GPs took part in biweekly Action Learning Sets, individual coaching, and placements with the national and local health organizations. Each participant completed a project to improve the quality of patient care. The learning sets supported the process and 11 of the GPs chose to complete a postgraduate certificate in General Practice. Evaluation consisted of analysis of development of leadership competencies recorded through Medical Leadership Competency Framework pre- and postintervention assessment, analysis of learning recorded in participants' reflective diaries, analysis of learning process recorded through participant focus groups, and analysis of learning and project outcomes recorded in project reports. Outcomes showed statistically significant increases in leadership competencies, changes in services and care, improved confidence and changed culture. GPs expressed increased confidence to "have a go" and motivation to "make a difference." This innovative narrative, complex, neuroleadership-based program continues to inform educational policy and practice, increasing leadership competencies, and to improve the quality of patient care.

  6. Hippocampal Synaptic Expansion Induced by Spatial Experience in Rats Correlates with Improved Information Processing in the Hippocampus

    PubMed Central

    Carasatorre, Mariana; Ochoa-Alvarez, Adrian; Velázquez-Campos, Giovanna; Lozano-Flores, Carlos; Díaz-Cintra, Sofía Y.; Ramírez-Amaya, Víctor

    2015-01-01

    Spatial water maze (WM) overtraining induces hippocampal mossy fiber (MF) expansion, and it has been suggested that spatial pattern separation depends on the MF pathway. We hypothesized that WM experience inducing MF expansion in rats would improve spatial pattern separation in the hippocampal network. We first tested this by using the the delayed non-matching to place task (DNMP), in animals that had been previously trained on the water maze (WM) and found that these animals, as well as animals treated as swim controls (SC), performed better than home cage control animals the DNMP task. The “catFISH” imaging method provided neurophysiological evidence that hippocampal pattern separation improved in animals treated as SC, and this improvement was even clearer in animals that experienced the WM training. Moreover, these behavioral treatments also enhance network reliability and improve partial pattern separation in CA1 and pattern completion in CA3. By measuring the area occupied by synaptophysin staining in both the stratum oriens and the stratun lucidum of the distal CA3, we found evidence of structural synaptic plasticity that likely includes MF expansion. Finally, the measures of hippocampal network coding obtained with catFISH correlate significantly with the increased density of synaptophysin staining, strongly suggesting that structural synaptic plasticity in the hippocampus induced by the WM and SC experience is related to the improvement of spatial information processing in the hippocampus. PMID:26244549

  7. Motivational Interviewing May Improve Exercise Experience for People with Multiple Sclerosis: A Small Randomized Trial

    ERIC Educational Resources Information Center

    Smith, Douglas C.; Lanesskog, Deirdre; Cleeland, Leah; Motl, Robert; Weikert, Madeline; Dlugonski, Deirdre

    2012-01-01

    People with multiple sclerosis (MS) are likely to benefit from regular exercise, but physical inactivity is more common among people with MS than among the general population. This small randomized study evaluated whether motivational interviewing (MI) affects adherence to and personal experience in an exercise program. Inactive people with MS…

  8. Improving dental experiences by using virtual reality distraction: a simulation study.

    PubMed

    Tanja-Dijkstra, Karin; Pahl, Sabine; White, Mathew P; Andrade, Jackie; Qian, Cheng; Bruce, Malcolm; May, Jon; Moles, David R

    2014-01-01

    Dental anxiety creates significant problems for both patients and the dental profession. Some distraction interventions are already used by healthcare professionals to help patients cope with unpleasant procedures. The present study is novel because it a) builds on evidence that natural scenery is beneficial for patients, and b) uses a Virtual Reality (VR) representation of nature to distract participants. Extending previous work that has investigated pain and anxiety during treatment, c) we also consider the longer term effects in terms of more positive memories of the treatment, building on a cognitive theory of memory (Elaborated Intrusions). Participants (n = 69) took part in a simulated dental experience and were randomly assigned to one of three VR conditions (active vs. passive vs. control). In addition, participants were distinguished into high and low dentally anxious according to a median split resulting in a 3×2 between-subjects design. VR distraction in a simulated dental context affected memories a week later. The VR distraction had effects not only on concurrent experiences, such as perceived control, but longitudinally upon the vividness of memories after the dental experience had ended. Participants with higher dental anxiety (for whom the dental procedures were presumably more aversive) showed a greater reduction in memory vividness than lower dental-anxiety participants. This study thus suggests that VR distractions can be considered as a relevant intervention for cycles of care in which people's previous experiences affect their behaviour for future events.

  9. Depression among Alumni of Foster Care: Decreasing Rates through Improvement of Experiences in Care

    ERIC Educational Resources Information Center

    White, Catherine Roller; O'Brien, Kirk; Pecora, Peter J.; English, Diana; Williams, Jason R.; Phillips, Chereese M.

    2009-01-01

    The Northwest Foster Care Alumni Study examined the relation between experiences in foster care and depression among young adults who spent at least a year in foster care as adolescents. Results indicate that preparation for leaving foster care, nurturing supports from the foster family, school stability, access to tutoring, access to therapeutic…

  10. Improving Learning in Primary Schools of Developing Countries: A Meta-Analysis of Randomized Experiments

    ERIC Educational Resources Information Center

    McEwan, Patrick J.

    2015-01-01

    I gathered 77 randomized experiments (with 111 treatment arms) that evaluated the effects of school-based interventions on learning in developing-country primary schools. On average, monetary grants and deworming treatments had mean effect sizes that were close to zero and not statistically significant. Nutritional treatments, treatments that…

  11. Improving the Mentoring Experience for Pre-College Program Participants through Organizational Change and Leadership

    ERIC Educational Resources Information Center

    McCargo, Donavan D.

    2011-01-01

    This qualitative action research investigated the experiences of mentors and program participants of a pre-college program designed to assist students in grades 7-12 progress through secondary education and eventually pursue a college degree. The pre-college program afterschool mentoring component played a significant role in keeping program…

  12. Improving the Quality of Experience Journals: Training Educational Psychology Students in Basic Qualitative Methodology

    ERIC Educational Resources Information Center

    Reynolds-Keefer, Laura

    2010-01-01

    This study evaluates the impact of teaching basic qualitative methodology to preservice teachers enrolled in an educational psychology course in the quality of observation journals. Preservice teachers enrolled in an educational psychology course requiring 45 hr of field experience were given qualitative methodological training as a part of the…

  13. Do Children's Advocacy Centers Improve Families' Experiences of Child Sexual Abuse Investigations?

    ERIC Educational Resources Information Center

    Jones, Lisa M.; Cross, Theodore P.; Walsh, Wendy A.; Simone, Monique

    2007-01-01

    Objective: The Children's Advocacy Center (CAC) model of child abuse investigation is designed to be more child and family-friendly than traditional methods, but there have been no rigorous studies of their effect on children's and caregivers' experience. Data collected as part of the Multi-Site Evaluation of Children's Advocacy Centers were used…

  14. Learning Experiences Reuse Based on an Ontology Modeling to Improve Adaptation in E-Learning Systems

    ERIC Educational Resources Information Center

    Hadj M'tir, Riadh; Rumpler, Béatrice; Jeribi, Lobna; Ben Ghezala, Henda

    2014-01-01

    Current trends in e-Learning focus mainly on personalizing and adapting the learning environment and learning process. Although their increasingly number, theses researches often ignore the concepts of capitalization and reuse of learner experiences which can be exploited later by other learners. Thus, the major challenge of distance learning is…

  15. A Collective Self-Study to Improve Program Coherence of Clinical Experiences

    ERIC Educational Resources Information Center

    Samaras, Anastasia P.; Frank, Toya Jones; Williams, Monique Apollon; Christopher, Emily; Rodick, William Harry, III.

    2016-01-01

    Student feedback collected through program evaluation of secondary education licensure and Master's program clinical experiences prompted us to conduct a collective self-study. We used a reflective framework for analysis and discussion of the shifts students in our courses made as they progressed from observers to practicing teachers. Along with…

  16. Improving the Student Experience: A Practical Guide for Universities and Colleges

    ERIC Educational Resources Information Center

    Morgan, Michelle, Ed.

    2011-01-01

    The landscape of higher education (HE) has dramatically altered in the past 30 years and it continues to evolve and change. More students are entering HE and attending university or college on a global scale than ever before. Supporting and enhancing the undergraduate student experience across the student lifecycle, from first contact through to…

  17. Trans-Parency in the Workplace: How the Experiences of Transsexual Employees Can Be Improved

    ERIC Educational Resources Information Center

    Law, Charlie L.; Martinez, Larry R.; Ruggs, Enrica N.; Hebl, Michelle R.; Akers, Emily

    2011-01-01

    Very little research has focused exclusively on the workplace experiences of transsexual employees. Studies that have been done are either qualitative case studies (e.g., Budge, Tebbe, & Howard; 2010; Schilt & Connell, 2007), or aggregate transsexual individuals with lesbian, gay, and bisexual employees (e.g., Irwin, 2002). The current study…

  18. Improving Community Involvement and Citizenship among Elementary School Students through Service Learning Experiences

    ERIC Educational Resources Information Center

    Smith, Mandi

    2007-01-01

    This Action Research Project was designed to increase student awareness and involvement of socio-economic differences and how the children can make a difference in their community. Service learning projects were non-existent at the Academy causing the young children to miss out on learning experiences that would teach them how to make a difference…

  19. Student Perceptions: Improving the Educational Experiences of High School Students on the Autism Spectrum

    ERIC Educational Resources Information Center

    Saggers, Beth

    2015-01-01

    Listening to and reflecting on the voices and personal stories of adolescent students with an autism spectrum disorder (ASD) is critically important to developing more inclusive approaches to their education. This article considers the experiences of nine adolescents with an ASD on their inclusive education in a large urban secondary school in…

  20. Improved Hyperspectral Image Testing Using Synthetic Imagery and Factorial Designed Experiments

    DTIC Science & Technology

    2007-03-01

    Mendenhall, and Scheaffer , fully detail the designing of experiments in their respective texts. For purposes of this thesis, a simplified explanation of...Air Force Institute of Technology (AU), Wright-Patterson AFB OH, March 2007. Wackerly, Dennis D., William Mendenhall, and Richard L. Scheaffer